LeAnne Carpenter · Jan 6, 2026 · 11:31 PM
Inbound · 03:22 · Planner: Rose Morrissey · +14174250718
“No, we don't. You guys had bought them off of us. I didn't expect that to be there.”
Send LeAnne the updated booking confirmation with the corrected price reflecting promo code PSV26 applied and vouchers removed, and confirm receipt within 24 hours so she knows the changes are live.
Full analysis
What happened
LeAnne called in to address a pricing question and promotion code issue on an existing booking. Rose asked her to locate the promotion code from her brochure; LeAnne retrieved code 'PSV26' with help from Mike. The agent also clarified that LeAnne's booking incorrectly included onboard vouchers that should be deleted, and LeAnne confirmed she and the original booking agent had discussed that Pavlus had bought those vouchers off of them. Rose agreed to delete the erroneous vouchers and apply the promotion code to bring the price down. The call ended cordially with LeAnne saying she'd be 'watching for' the updated pricing.
Emotional read
LeAnne was cooperative and calm throughout, though slightly scattered—she had to retrieve the promotion code from another room and relied on 'Mike' to help locate it. She was friendly and engaged in casual rapport with Rose (asking about her baby), suggesting a pre-existing relationship. No frustration or anxiety evident.
Emotional arc through the call
Remained warm and cooperative throughout; shifted briefly to minor frustration when explaining the voucher issue had already been addressed, then returned to friendly and confident tone once Rose confirmed the fix.
How customer sees Pavlus
- positive · LeAnne was familiar and cordial with Rose, suggesting a working relationship; she trusted the agent to handle the correction.
- neutral · LeAnne had to clarify that she and a prior agent had already discussed the voucher removal, implying the issue wasn't fully resolved on the first contact.
Process friction
- Onboard vouchers were added to the booking despite prior conversation that they should not be used
- Promotion code application required follow-up call rather than being completed upfront
Customer behaviors
retrieving documentation to provide promotion codedeferring to travel companion (Mike) for informationbuilding rapport with agent through personal conversationconfirming booking adjustments before ending call
Topics & signals
| Topics | promotion code applicationonboard voucher removalpricing adjustmentbooking correction |
|---|---|
| Objections | uncertain whether promotion code was retained from brochure |
Analyzed 2026-05-27 02:39:32 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (2,455 chars)
Agent (Rose Morrissey): Recorded. Agent (Rose Morrissey): Leanne, this is rose. Customer: Hey, rose, something come up. Agent (Rose Morrissey): Oh, yeah, I have a question for you. So you asked me about the pricing, right? Okay. So, did they, did you get a your brochure, did you get a promotion code on that brochure? May I have that pro, promotion code? Customer: Okay. Customer: Right. Customer: Yes. Customer: Okay, just a second. Gotta go to the other room and it didn't get it. Yes, there was a promotion code. Can we not use that? Agent (Rose Morrissey): Okay, sorry. Agent (Rose Morrissey): Oh, no, we need the promotion code to get that loaf rate. Customer: Okay. Well that, okay. Oh, no, Mike went looking. I don't know, I can't tell you. Probably hang on. Agent (Rose Morrissey): I mean, what am I looking for? Okay. The other thing is your voucher, your discount voucher. That's your onboard voucher. Remember we spoke about that not to use it. Customer: Right. Customer: Try to hear I told the guy I said we don't have those vouchers, cause he goes: oh, you have vouchers. I said no, not anymore, we, that you guys had bought them off of us. Agent (Rose Morrissey): Yeah. Customer: And so, he just put that note there in case we really still could use them. And, and so, yes, I don't, didn't expect. Alright, here's the code PSV. 26. Agent (Rose Morrissey): P. As in papa, S. as in Sierra, V. as in Victor, number 26. Customer: Yes. Agent (Rose Morrissey): Okay. Alright, so I'm gonna tell them to delete the. Customer: Delete the vouchers. Agent (Rose Morrissey): And I will put my vouchers in there. Okay. Customer: Okay, yup, yup, cause I was, like he goes, oh, I see you have vouchers I went. No, we don't. Agent (Rose Morrissey): Yeah, yeah, yeah. Okay, let me, okay. Customer: I said it doesn't didn't work out. Customer: And how was the baby? Agent (Rose Morrissey): Good, good. The baby is good. He's growing he's gonna be he's gonna be three months on the 21st of January. Customer: Uh-huh okay. Yes, they do, yes. Yes, they do. Agent (Rose Morrissey): I know they grow fast. Yeah, yeah, uh-huh yeah. Okay. Alright. Thank you for calling in. I will, I'm gonna, I'm gonna go add the promo code and then this should bring your price down. Customer: Okay, are, are we good? Yup, yup. Customer: Okay, I'll be watching for you. Agent (Rose Morrissey): Okay, alright, take care. Yeah, bye-bye, bye. Customer: Alright, thank you. Okay, bye.