Jo Blair · Jun 13, 2025 · 5:59 PM
Inbound · 13:31 · Planner: Anastasia Thomas · +17273009537
Sentiment
positive (0.75)
Intent
booked
Trajectory
improved
“you've been really helpful, we really appreciate it. Thank you.”
Next best action
Send the payment confirmation email to R.Ray72@tampabay.rr.com immediately as promised. Consider sending a brief summary document 4-6 weeks before their sailing date (over a year out) reminding them of the $400+ available onboard credits and how to book premium drinks or shore excursions to use them.
Send the payment confirmation email to R.Ray72@tampabay.rr.com immediately as promised. Consider sending a brief summary document 4-6 weeks before their sailing date (over a year out) reminding them of the $400+ available onboard credits and how to book premium drinks or shore excursions to use them.
Full analysis
What happened
Rita called back after receiving her Viking cruise invoice to clarify multiple questions about onboard credits and promotional codes totaling $400+$500+$150, unsure how and when they could be applied. The agent explained that credits cannot reduce the final payment balance today but can be used for premium drinks, shore excursions, and gift shop purchases once the booking gets closer to sailing (over a year away). Rita then focused on finalizing payment: she wanted to confirm the 3.3% check discount would apply to the full $22,796 invoice total (minus the $50 deposit already paid), arriving at $21,995.38. The agent verified the math against Viking's site and Rita proceeded to provide banking details (routing and account number) to submit her check payment during the call. Payment was processed before call end, with confirmation to follow via email.
Emotional read
Rita started the call methodical and detail-focused, asking specific questions about invoice line items with some mild frustration about lack of clarity. She warmed considerably as the agent provided concrete answers about credit usage and payment logistics. By call end, she was appreciative and cooperative, even noting 'you've been really helpful.'
Emotional arc through the call
Rita began cautiously detail-oriented and mildly frustrated by unclear invoice terms, then became noticeably warmer and more collaborative once the agent provided clear answers and processed her payment smoothly.
How customer sees Pavlus
- positive · praised agent Anastasia for being helpful: 'you've been really helpful, we really appreciate it'
- positive · satisfied with how the prior agent (Sharon) corrected a payment method issue and applied the check discount
- neutral · accepted Anastasia's apology for not having notes from prior conversation, noting agent had spoken to ~30 people since last contact
Process friction
- invoice line items (multiple onboard credit codes) were confusing and not clearly explained in writing
- prior agent notes were not readily available to current agent, requiring explanation to be re-done
- customer had to call back post-invoice to get clarification rather than these terms being explained upfront
Value perception
Rita did not explicitly comment on Pavlus's value versus going direct. She accepted the 3.3% check discount without objection and seemed satisfied with the agent's guidance on credit usage and pricing.
Customer behaviors
methodically reviewing multi-page invoice and asking targeted clarification questionsbringing travel companion (sister) into the call for transparency and joint decision-makingverifying math calculations independently and confirming agent's numbersready to finalize payment immediately once terms were understood
Topics & signals
| Topics | onboard credits clarificationinvoice line itemspayment method and discountcheck payment processingViking cruise pricing |
|---|---|
| Cruise lines | Viking |
| Buying signals | processed final payment via check for $21,995.38 during callconfirmed billing address and banking details for payment submissionconfirmed sister will travel on booking with herexpressed desire to finalize payment and receive confirmation email |
| Objections | confused about $400 onboard credit restrictions and usage termsunclear what multiple promotional credits on page 4 of invoice coveruncertain whether onboard credits can reduce final payment balance todaywanted clarification on 3.3 percent check discount application to total |
Analyzed 2026-05-28 16:57:48 by claude-haiku-4-5-20251001. Confidence 0.88.
Transcript (10,379 chars)
Customer: Yeah, okay. Agent (Anastasia Thomas): This is Anastasia travel travel, how can I help you today? Customer: Hi, anna. I'm glad I got you. This is Rita ray calling back, so we got our invoice but we've got a a question that we still don't understand the $400 onward credit and it says it's got two little Astrit by. It says, it says ship word vouchers, I guess will be applied to board items such as short steron, beverage of pack and prepaid. But we are and the explorer suite and I understand that all that stuff comes with our room. Agent (Anastasia Thomas): Hey, a. Agent (Anastasia Thomas): Yeah. Customer: So. Agent (Anastasia Thomas): Yeah. Customer: So, we would let me know where right here, here. What we can use it for a be applied to our payments is I guess the main answer. Agent (Anastasia Thomas): Okay, so it, it's a good question and the short answers it cannot, however I did get in touch with king and I'm sorry the calls are coming in quite a bit today. So I just haven't had the opportunity. Customer: Because our it said due date today for this, yeah. Agent (Anastasia Thomas): Yeah, exactly, it's the due date for many, many of our guests is, so the, good, yeah, the good news is, about the onboard credits, they can be used also for premium drinks cause your drink package doesn't cover premium drink. And of course, we talked about short excursions and it also can, there is in fact a gift shop, I did learn that and yes, you can use mm-hmm, you can use the credits in the gift shop. Now the other thing with Viking. Customer: That's what I figured. Customer: There is a gift shop. Customer: Oh. Customer: Not gonna put, I'm gonna put you on speaker so my sister can hear this so the other things that I can but. Agent (Anastasia Thomas): Okay. Agent (Anastasia Thomas): Is that we apply those onboard credits that we give you close to the sailing date and Vikings policy is that once you've made payment they'll actually refund it so you're going to end up getting, likely some cash back first and in the form of a refund from Viking before it can even turn into credit. Customer: Okay. Customer: Okay. Agent (Anastasia Thomas): Okay, so either way you're going to get to use the money in some form or another. Customer: Oh. Customer: Okay, alright, well, that was what we just, we didn't understand it. Agent (Anastasia Thomas): Yeah. Customer: Okay, tell me that. I mean, if you don't use them. Well. Yeah, one of them. So where does that it by. You don't use it. I don't see it say ship work, products will not be reissued or reactivated in case, oh, that just in case of cancellation. We aren't gonna canceled. So. Customer: Okay, so, next question. Of course I have here, what's that? What do we, how do we use that? This says promo ship ward cred $500 ship work credit first date, and then a $150 per person. So, we have another one here that we don't understand it says, one says $500 per state room and one says PLA, yeah, Pavlus. A travel $300. So that's from you guys, right? Customer: One is the promo and one is that says from tablet trap if you can look at, at the invoice. So I don't know if it's been used somewhere else but it says E-S we couple of beverage package is his promo or credit $500 per state room and then an additional $150 per state room. So, it looks like to me. Customer: Can you got a, can you see our invoice? Agent (Anastasia Thomas): Yeah, I'm looking at it now. Okay. Customer: We are in page four of seven. Agent (Anastasia Thomas): Okay, let's see here. Customer: 37, this is page 407. And then also on page three. They have some sort of onboard credit. So. Agent (Anastasia Thomas): Here. Yes. So I see page three, where your onboard credits are listed right now. What has been applied and what's available? Agent (Anastasia Thomas): And then, so I do see the $400 per person is currently what is available? And then. Customer: And so did you in page four, page four is we didn't really understand that either. We see a lot of credits please so we can use them for they use. Agent (Anastasia Thomas): Oh. Agent (Anastasia Thomas): Okay. Agent (Anastasia Thomas): Alright. Yeah, I see here the per person credit. Yeah, so those are promotional, I see that are listed. Agent (Anastasia Thomas): So onboard credit regardless, period can be used for anything onboard that you don't already have that you haven't already paid for. So really the main thing that the two of you would be looking to apply your onboard credits for would be those short excursions. Any premium drinks that you want. Customer: Well we get a a sorts in with our suite and we'll probably only be taking one per stop. Agent (Anastasia Thomas): Okay, so what I would do is keep an eye out toward it's about gonna be two to three weeks before you sale, keep an eye to see if you receive a refund from biking because that would have been the onboard credits that we applied and Viking would have looked at those and said well full payment is made. Let's send this back. Customer: Yes, we. Customer: Okay, okay. So okay. I kinda understand that we need to do this a few weeks before we go but as far as today none of these can be applied to the payment. Is that correct? Agent (Anastasia Thomas): Because that's. Agent (Anastasia Thomas): Unless you're, unless you're doing something in advance like, booking spa or short excursions or. Customer: Okay. No, no, not yet, no yet and, and I think it's too early to do it. We're more than a year away so. Agent (Anastasia Thomas): Yeah. Yeah, so I would say once it gets closer let's find out. Agent (Anastasia Thomas): As we get closer what you'd like to do with them and then we can go from there with helping with any additional guidance on those. Customer: Okay, alright, so go ahead. Agent (Anastasia Thomas): Alright, and then. Agent (Anastasia Thomas): Uh-huh oh, I was just gonna say in the meantime, I just wanted to know if there's anything else I can help with. Customer: Well, you I take the payment and we're gonna pay for those, right? You're gonna take my check. Agent (Anastasia Thomas): So for, oh, so, okay, I'm sorry I'm just not seeing Sharon's notes so let me just check here. Customer: But so, but when you look at, go ahead. Agent (Anastasia Thomas): So she can. Agent (Anastasia Thomas): Yeah, I'm seeing she corrected it. So she, okay, yeah. So, yes, we can now take that payment method. Alright, I'm sorry. I. Customer: She did. Customer: Okay. Agent (Anastasia Thomas): I have talked to about thirty people since, I talked to you. So, I apologize. Okay. Customer: So many people. Customer: It's no, no apologies so but next ques next question is that as, so the invoice that so that's $22,796 right? But I'm gonna pay with a check so we get 3.3 percent off correct? Agent (Anastasia Thomas): Yeah. Agent (Anastasia Thomas): Right. Customer: Okay. So my math tells me and then I we gave a $50 deposit so. Agent (Anastasia Thomas): Yeah, so your remainder, your remaining bound. Customer: So, I don't know what you come up. That's why I wanted to know that total with cause with my 3.3 percent off, it's 21993 what I get, but that's kind of what I want to share him to do, but she did that, but so. Agent (Anastasia Thomas): Yeah. Agent (Anastasia Thomas): Oh. Customer: To do the 3.3. Agent (Anastasia Thomas): Yeah, I see. Agent (Anastasia Thomas): Yeah, so with your, with your $50 already paid, your remaining balance is showing it $22,746. So with the 3.3 percent discount off of that 22. Customer: Well, I would want the, I would want the 3.3 percent off the $22,796 the total cost of the cruise, correct? Agent (Anastasia Thomas): Let me see. Because I look at Viking site to tell me, because. Customer: Oh, it's $50, I mean that part. Agent (Anastasia Thomas): Yeah, if I can just do the math for us, which is really nice. So, let me just see what they are saying on their site for payment total due with the discount. So they're saying it's a savings of $750.62, so the total remaining do would be. Customer: Okay. Customer: Oh, that, so. Agent (Anastasia Thomas): $2,100,995.38. Customer: Okay, yeah, mine is a little bit off but I guess that's cause the $50 so $21,995 and what. Agent (Anastasia Thomas): That is 38¢. Customer: 219-9538. Agent (Anastasia Thomas): Yes, that's right. Customer: Okay. So let's do if this is gonna be a, a check. Agent (Anastasia Thomas): Okay. And is it from your account or from your sister's account? Customer: It is, if it's online and the name. Well the, on my check it is R. I mean for Reda R. Jane, J-A-N email name Ray. That's the name on the, on this checkbook. Agent (Anastasia Thomas): Okay. Agent (Anastasia Thomas): Okay, got it and then I'll go ahead and add the information into our system it'll be one moment getting to the screen that I need. Agent (Anastasia Thomas): Alright. And it's a checking account. Customer: It is. Agent (Anastasia Thomas): Okay, and then for billing address, is that 5000 Gold Boulevard number 501 Saint east beach Florida. 33706. Customer: It is, yes. Agent (Anastasia Thomas): Okay, perfect. Alright, ready for the routing number when you are? Customer: It is that the first set of numbers? Agent (Anastasia Thomas): It should be nine digits. Most account numbers are longer? Okay. Customer: 123-4567 I guess it is. I got it. It is, it, it's the first one so it's 063 10 7513. Agent (Anastasia Thomas): Alright, I heard 063 10 7513. Customer: Correct. Agent (Anastasia Thomas): Okay, and the account number, please. Customer: Is 1010055733793? Agent (Anastasia Thomas): Alright, I heard 1010055733793. Customer: Correct. Agent (Anastasia Thomas): Okay, perfect alright there'll be one moment. Customer: Calling patty. Customer: Maybe, that's the one. Agent (Anastasia Thomas): Alright. So I've submitted that payment as soon as I can send me the confirmation. I'll go ahead and get that over to you. I've got R. Ray 72 @tampabay.rr.com. Customer: Yes, I would appreciate it cause we definitely want to copy that being paid. Agent (Anastasia Thomas): Yeah, absolutely and anything else I can help with today? Customer: Plan anything else wants to know? No, you've been really helpful, we really appreciate it. Thank you. Agent (Anastasia Thomas): Yeah, it's my pleasure. Thank you, enjoy your day! Customer: Thank you so much! Uh-huh, bye-bye! Agent (Anastasia Thomas): Thanks, bye.