Joseph Contino · Apr 13, 2026 · 9:28 PM
Inbound · 02:10 · Planner: Victoria Mendoza · +17324238461
“they said you were looking into it and they would be sent to my email but if yet there's nothing there”
Contact Deborah Contino at 732-423-8461 within one business day with the flight booking details and any pending confirmations; clarify whether the original email was sent and resend if not, or provide details verbally if email was lost.
Full analysis
What happened
Joseph (who initially introduced himself as 'Joseph' but then clarified his name is Deborah Contino) called to follow up on flight bookings discussed with an agent named Ashley. The customer was promised flight details would be emailed but nothing arrived. Victoria (the agent on this call) could not connect them with Ashley or anyone available in the department, so she took a message with the customer's callback number (732-423-8461) and booking number (972-8673) and committed to have someone call back. The call was a support escalation, not a sales or planning conversation.
Emotional read
Frustrated and slightly resigned. The customer is clearly disappointed that promised communication hasn't arrived and is seeking resolution through a callback. Tone is polite but implies some exasperation—they've already called once and are now making a second call to follow up.
Emotional arc through the call
Customer began frustrated due to missing communication, remained steady throughout, ending with polite resignation as they waited for callback.
How customer sees Pavlus
- negative · promised flight details via email that were not delivered, forcing customer to call back
Process friction
- flight booking details promised via email did not arrive as expected
- no one from prior conversation (Ashley) was available to assist on callback
- customer had to leave message and wait for callback rather than resolving issue directly
Customer behaviors
following up on a prior commitment from another agentproviding booking details and contact info to escalateseeking resolution through message-taking and callback
Topics & signals
| Topics | flight booking follow-upmissing email confirmationcallback request |
|---|---|
| Objections | flight details were promised via email but never arrived |
Analyzed 2026-05-25 22:03:50 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (1,196 chars)
Agent (Victoria Mendoza): For calling, this is Victoria. How may I direct your call? Customer: Yeah, hi, I spoke with Ashley earlier about booking flights for myself and she said you were looking into it and they would be sent to my email but if yet there's nothing there, is there anyone I could speak to about that? Agent (Victoria Mendoza): I'm not sure who's available in our department, but I can certainly check can I get your name? Customer: Have a Contino. Agent (Victoria Mendoza): I'm sorry. Tell me your first name again. Yup, thank you. Customer: Deborah Contino. Is the last name. Agent (Victoria Mendoza): It looks like there are another calls at the moment. I'd be happy to give them a message for you. Customer: Yeah, if someone can give me a call back about I said they was supposed to have been gotten from me today, and I don't have it. The number is 732-423-8461 do you need my booking number? Agent (Victoria Mendoza): Okay. Agent (Victoria Mendoza): Yes, that would be helpful. Thank you. Customer: Yes, 972-8673. Agent (Victoria Mendoza): Okay. Okay, Deborah, I'll give him a message. Okay. Customer: Okay, please, thank you. Agent (Victoria Mendoza): My pleasure, bye-bye.