EILEEN PERRON · Feb 4, 2025 ยท 4:16 PM
Inbound · 03:27 · Planner: Kenzy Escobar · +14163717197
“We are loyalty platinum member. So we have air deviation included as our loyalty perk. You're aware of that?”
Michael should proactively send Eileen the Osana flight options response by end of week and confirm receipt. If Osana does not respond by Friday, send a courtesy check-in email offering to discuss alternative flight options.
Full analysis
What happened
Eileen called to follow up on a cruise booking made the previous day with agent Stephanie, which included airfare. She is a loyalty platinum member with an air deviation package benefit and wants to secure her preferred flight. The agent confirmed he has the booking (382-2161), reviewed flight options Stephanie had emailed, and committed to submitting the customer's air deviation request to Osana within the day, expecting a response by end of week via email. The customer verified the communication method and expressed satisfaction with the plan.
Emotional read
The customer is task-focused and businesslike, seeking clarification on the air deviation process. They demonstrate confidence in their loyalty status and appear satisfied once the agent commits to contacting Osana and sending options via email. No frustration or anxiety evident.
Emotional arc through the call
Steady throughout; customer remained calm and task-oriented, becoming slightly more assured once the agent confirmed the Osana request would be submitted and communicated via email.
How customer sees Pavlus
- positive · praised Stephanie by name for handling the initial booking and providing flight options
- positive · acknowledged that Michael (the agent) had booking details ready: 'my colleague did give me your booking number'
Value perception
The customer appears to value the air deviation package included with loyalty platinum status and expects Pavlus to manage the airline request on their behalf.
Customer behaviors
following up on recent bookingleveraging loyalty platinum air deviation benefitreviewing and selecting preferred flight optionsconfirming process and next steps
Topics & signals
| Topics | air deviation requestflight selectionloyalty platinum benefitsbooking follow-up |
|---|---|
| Destinations | MiamiToronto |
| Cruise lines | OsanaSana |
| Buying signals | already made booking yesterday with Stephanieconfirmed travel dates March 10 to March 23actively selecting preferred flight options |
Analyzed 2026-05-24 23:28:38 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (2,977 chars)
Agent (Michael Escobar): Hi, this is Michael with the public travel air department. How can I be able it in today? Customer: Yes I have made a booking yesterday, the Cian waste your Stephanie patter and my booking included airfare with Sana and I'm calling to follow up with it because we're getting close to saving date. I'm trying to get the air that I want because I have an air deviation package with Osana. Agent (Michael Escobar): Okay, let me see here. My colleague did give me your booking number so I'm just getting that pulled up here. Customer: It's 382-2161. Agent (Michael Escobar): Yes, sir. Okay, and okay, we actually have an email from this Stephanie with some flights that you requested. I see Air Canada 1916 connecting with. Agent (Michael Escobar): I'm sorry, that's actually to to Miami and then Miami back to Toronto. I have Air Canada, 1201. Customer: Yeah, so we have we March the tenth of March the twenty third. Agent (Michael Escobar): And then. Agent (Michael Escobar): Let's see. Let me make sure yes, sir. That's what I've got here. We can certainly mm-hmm. Customer: And then I had a, then I have a second choice if you look down further. Agent (Michael Escobar): Yeah. Yes sir. I see that as well. Agent (Michael Escobar): I can certainly reach out to OCN and submit this request under their custom air program and normally only take some one to two days days to get back to us and then I can forward that schedule over to you for you to review and let know if you want to accept it. Customer: So. Customer: Okay, so we are loyalty platinum member. So we have air deviation included as our loyalty perk. Agent (Michael Escobar): Mm-hmm. Agent (Michael Escobar): Yes sir, I see that list. Customer: You're aware of that. You see that. A, yeah. Okay. So, you're gonna deal with them today with Osana today. Is that what you're gonna do? Agent (Michael Escobar): Yes sir. Agent (Michael Escobar): Yes, sir. It might take a day or two for them to get back to us but we should hear back from them. I would expect no later than the end of this week. Customer: And should I take note of your number? Are you gonna email me or how does that work, Martin? Agent (Michael Escobar): It's gonna come in via email. Customer: From you? Agent (Michael Escobar): It's gonna come from @palestravel.com. Customer: Okay. So I don't need your name or your, or your extension number or anything? Agent (Michael Escobar): No sir, my name is Michael and if I'm the first one to see that schedule come in, then I'll be the one to send it to you. But one of my colleagues might send it to you as well. If you have any questions you can certainly call back and ask for me. Customer: Yeah. Customer: Yup. Okay, thank you very much. Agent (Michael Escobar): Yes sir. Thank you for your time. If you have any other questions including our referral program. Please don't hesitate to callback otherwise, I hope you have a great rest of your day, bye-bye. Customer: Thank you.