Kevin Rose · Jan 20, 2025 ยท 4:46 PM
Outbound · 08:04 · Planner: Pam Chavez · +17752246283
“you're gonna work something up with your magic... once I review everything I'll call you and tell you to put a deposit”
Send Kevin the rebooking proposal with the 52-day Viking cruise, applied vouchers (if any), and clarified pricing including the $50 air fee from Reno within 24 hours. Follow up with a call within 3 days to confirm he's ready to authorize the deposit.
Full analysis
What happened
Kevin called to rebook an existing cruise. Pam proposed moving funds from an earlier 150-day booking to a new 52-day cruise (likely a Viking River product). Kevin agreed immediately. The call focused on resolving a $50 air program fee that applies to non-gateway city departures from Reno, which Kevin acknowledged as a known change to Viking's air policy. Pam committed to finalizing the rebooking, applying any available vouchers, and sending an invoice. Kevin agreed to review everything and call back to authorize the deposit.
Emotional read
Kevin is relaxed and cooperative throughout. He displays familiarity with cruise air programs and takes a pragmatic, good-natured approach to problem-solving. He's deferential to the agent ('take your time') and shows no frustration despite dealing with booking adjustments and fee questions.
Emotional arc through the call
Remained consistently cooperative and friendly; no emotional shift detected.
How customer sees Pavlus
- positive · referred to agent's work as 'magic' when she agreed to investigate fee waivers and options
- neutral · accepted that the agent couldn't immediately answer the $50 fee question and was willing to wait
Customer behaviors
consolidating/rebooking existing cruise bookingdeferring final commitment pending review of proposalasking about voucher eligibility and applicationdemonstrating prior knowledge of cruise air program policies
Topics & signals
| Topics | cruise rebookingair program changesgateway city feesViking River cruisevirtual event/webinarvoucher applicationdeposit timing |
|---|---|
| Destinations | Reno |
| Cruise lines | VikingViking River |
| Buying signals | agreed to move existing booking to new 52-day cruisecommitted to review proposal and call back to authorize depositasked agent to apply any available vouchers to new booking |
| Objections | air program now charging $50 fee for non-gateway city departures like Reno |
Analyzed 2026-05-26 08:35:16 by claude-haiku-4-5-20251001. Confidence 0.62.
Transcript (2,275 chars)
Agent (Pam Chavez): Hey, Kevin. Okay, so I've got biking on the line in order to be able to use that the funds that on that scan and Nava booking they would just have to move this a 150 day, 52 day cruise over to that booking. Customer: Yeah. Customer: Yeah, we can do that. Agent (Pam Chavez): Is that, is that gonna be okay as long as everything stays is okay? Customer: Yeah, cause it, yeah, yeah, no, I want to do that cause this cruise includes the lic the, basically the same cruise. Yeah. Agent (Pam Chavez): Okay. Bear with me one second here. I'm gonna just ask about that $50 error fee and I'll be right back, okay? Okay, hold on, on, hold on thanks. Customer: Yeah. Customer: Yeah, whatever that is. Okay, cool. Yeah, take your time. Agent (Pam Chavez): Alright Kevin. I just, yeah, I don't she hasn't been able to answer that question yet but it's probably because of it I guess they change their air program and some cities are actually going to be have a charge, $50 charge whatever. Customer: Okay. Customer: Yeah, they used to do that if you weren't in a gateway city, they charge you, like, yup. I think you're right. No. Okay, yeah. Agent (Pam Chavez): Yeah, so, because it's Reno, that's probably what the situation is. I don't know that for a fact, but that's probably. Customer: Yeah, okay. So, did they, yeah, so, you're gonna work something up with your magic. Agent (Pam Chavez): Okay, alrighty. Agent (Pam Chavez): Yeah, I'm gonna, I'm gonna transfer that over. I've got to figure out about the pales, whatever it is, the virtual event uh-huh okay. Alrighty, I'll send an invoice as soon as I'm done. Customer: Yeah, that webinar saying that lady missed. Yeah, cool, okay. And then Viking they did, did they say anything about me having any kind of voucher with biking the lady. Yeah, that's cool. Alright. Alright. Thanks Pam. Agent (Pam Chavez): I'll ask him about that. Agent (Pam Chavez): And, and am I gonna apply that if you do have the vouchers, right? Customer: Yeah, apply it and then, then once I review everything I'll call you and tell you to put a deposit but I'm gonna look at it before I do that. Alright, cool. Alright thanks Pam. Talk to you, bye! Agent (Pam Chavez): Okay. Okay. Alright, sounds good. Thanks. Bye-bye uh-huh bye-bye.