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Richard Kaban · Jun 14, 2024 · 7:18 PM

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Inbound · 05:00 · Planner: Susan Bender · +19177713461

Sentiment
positive (0.65)
Intent
researching
Trajectory
steady
“we were looking at the small group tour group it's from Oday. Do you work with them? Do you, do you book them also?”
Next best action
Follow up Monday or Tuesday (per Richard's stated timeline) when he calls back with confirmed spring 2025 travel dates for the Oday northern Italy tour. Have the booking details, deposit requirements, and refund policy (95-day window) ready to process immediately upon date confirmation.
Full analysis
What happened

Richard called to follow up on a previous Viking inquiry and explore a northern Italy small group tour from Oday. He explained that he and Arlene have been researching this 14-15 day itinerary that includes places they've never visited, though he noted disappointment that most Italy tours (including this one) offer limited time in Cinque Terre. He confirmed Pavlus can book Oday tours and learned about the 4% rebate structure (paid post-booking as a check 2 weeks before departure). Richard committed to deciding on dates over the weekend and calling back by Monday or Tuesday with a booking decision, citing urgency given the tour's likely fill-up timeline.

Emotional read

Richard is warm, casual, and engaged—friendly banter about weather and location with the agent. He shows genuine enthusiasm about the tour itinerary but also measured caution, mindful of past booking difficulties ('get in trouble like last time'). His tone is collaborative and solution-oriented rather than pushy or anxious.

Emotional arc through the call

Richard maintained a friendly, upbeat tone throughout; no significant emotional shift, though he became slightly more focused and action-oriented as the call concluded, moving toward a concrete next step.

How customer sees Pavlus
  • positive · confirmed Pavlus works with Oday and can facilitate the booking
  • positive · appreciated the 4% rebate offer on the land portion, saying 'that's good. That's fine'
Value perception

Richard did not explicitly contrast Pavlus's value against going direct, but his willingness to work with Pavlus on the Oday booking (rather than approaching Oday directly) and his interest in the referral program suggest he sees value in the agency relationship.

Customer behaviors

comparison-shopping tour operators and itinerariesdeferring booking decision pending final date confirmation with spouseseeking clarity on rebate terms and cancellation policies before committingready to move forward on timeline but cautious about past booking problems

Topics & signals
Topicsnorthern Italy small group tourtrip planning for spring 2025refund policies and deposit termsrebate/credit programsOday tour operatorCinque Terre destination interest
Destinationsnorthern ItalyNaplesFlorenceCinque Terre
Cruise linesViking RiverOday
Buying signalsactively comparing specific tour itineraries and evaluating northern Italy Oday tourcommitted to deciding on dates this weekend and calling back with booking decisionasking about rebate terms, indicating financial commitment consideration
Objectionsconcerned about tour filling up if not booked quickly for spring 2025frustrated that most Italy tours give minimal time in Cinque Terre despite it being a key interest

Analyzed 2026-05-28 08:49:57 by claude-haiku-4-5-20251001. Confidence 0.87.

Transcript (5,201 chars)
Agent (Susan Bender): Travels travel, this is Susan.
Customer: Yeah, hi Susan, this is Richard can, how are you?
Agent (Susan Bender): I am well, thank you. How are you Richard?
Customer: Yeah, fine, fine. I haven't spoken for a while but.
Agent (Susan Bender): Yeah.
Customer: Arlene and I made it back to Connecticut. We were in California with the grandkids till, till June. So but anyhow, we've been we keep looking for a trip and remember I think the last time we spoke I was trying to work out something on one of the Viking things but it just didn't work out but we were looking at the small group tour group it's from Oday. Do you work with them? Do you, do you book them also?
Agent (Susan Bender): Oh, okay.
Agent (Susan Bender): Mm-hmm yes, yes. We can work with the ose yes, we sure can.
Customer: Okay, so, I just looked at their email that came to me and it was just saying that you have to put that a deposit and then you can fully refundable up to.
Customer: 95 days in advance, so you know we were thinking we would, we'd do something like that. The one we were looking at. I don't know if you've had any bookings with it is called northern Italy.
Agent (Susan Bender): Mm-hmm. Yup.
Agent (Susan Bender): No, I just booked an Africa and a Morocco but I haven't booked that northern Italy with not with Aus.
Customer: Alright.
Customer: Oh, okay. So, it's like fourteen or if fifteen days or fourteen days and it goes, it ends up, you know from what do you call it? I forgot the town, but one of the cities that.
Customer: Naples and it just does nights and it does sink with Tara bit but it does it in a way that, you know, the one thing we wanted to do is we said, oh, let's just go to chin tar and the amount, the coast and but nothing that I've seen has like, you know, like you could spend three or four days and shink Tera and just every tour, whether, whatever, one I've looked at always has this one day they coming by boat or they come in by train, then you walk. And then, and, and so it, there's not a lot of time there but this one had, had places that we haven't been to, you know, that like, yeah, so it has places that we've never been to. It does go to Florence but.
Agent (Susan Bender): Mm-hmm.
Agent (Susan Bender): Yeah.
Agent (Susan Bender): Oh, good itinerary then.
Customer: Years ago. But the, it seems to be a nice tour. So, here's the thing will, we'll decide on the date. I'm thinking we're thinking it's maybe cause it's for 2025 it's the next spring but I guess we have to book it now. But otherwise we're get in trouble like last time. That's what?
Agent (Susan Bender): Mm-hmm.
Agent (Susan Bender): No only.
Agent (Susan Bender): Okay.
Agent (Susan Bender): It might, it might fill up, yeah, yeah.
Customer: Yes, so, I, they tell you need like, it's like 679 a person whatever but, but does tables offer any of the things that they used to do with the bol we get a credit.
Agent (Susan Bender): Oh, yes, yes we give a rebate with doses it's four percent of whatever the land portion is we give you back four percent. It doesn't come off the top Richard you pay the full amount then we send you a check approximately two weeks prior to departure you get a check from Papas for that four percent.
Customer: Okay.
Customer: Oh, okay, okay, right.
Customer: Oh, okay. Alright, that's good. That's fine. Alright. So what I'm gonna, we're gonna look at the dates once more. Are you, are you in this weekend or you walk on the weekend? Alright. So we'll, okay.
Agent (Susan Bender): Yeah.
Agent (Susan Bender): Sure, I will be working tomorrow, I'll be here tomorrow. But oases is closed tomorrow, they're closed on weekends.
Customer: No, but if we give you a date then you could do the, you know, we can, you can Monday or Tuesday whatever you let come back, alright? I don't know the dates if we can come up with it. Oh, what, I'll let you know but you're, I'm trying to think you're in New Mexico, you're in right?
Agent (Susan Bender): I could work on it on Monday. Sure. Yeah.
Agent (Susan Bender): Okay.
Agent (Susan Bender): Well, let me know.
Agent (Susan Bender): Well, our office, our office is in Albuquerque. I live in Colorado in the Denver area. Yeah.
Customer: Oh, so it's, oh, lucky you god! Yeah, so it's a two hour time difference to the east coast I think, right? So you're two hours early. Alright, so if we can figure it out what if we can figure it out, we'll call you back if not we'll call you tomorrow, okay? Alright, alright.
Agent (Susan Bender): Yes, it is two hours earlier. Yeah.
Agent (Susan Bender): Yeah, let me know and, and remember are we have a, we have a nice referral program, so, if you have friends don't want to go and they've never booked with tablets you refer them you get a rewarded, after they travel, you get a, a cash a check, you get a check for, yeah for a certain amount depending on what they book but yeah, just please keep that in mind.
Customer: Okay, okay.
Customer: Yeah.
Customer: Yeah.
Customer: Okay, yeah.
Customer: Okay, great, thanks. Alright, so we'll speak to you later or tomorrow. Okay, great. Bye-bye bye-bye. Bye-bye.
Agent (Susan Bender): Alright, sounds good. Thank you Richard. Bye-bye.