Soifer Robert · Nov 15, 2025 ยท 9:17 PM
Inbound · 09:32 · Planner: Air Department · +19178535962
“Well, that's alright. So, I have the information. I would just like to give you all the information and confirm it.”
Lee should immediately finalize air booking with Bob using the 5:00 PM Miami-to-London flight option at the price already quoted, confirm all passenger names (Robert and Nancy Soifer), and send a combined cruise + air confirmation with flight numbers and departure details before call ends.
Full analysis
What happened
Bob called back after his connection with agent Lee was dropped mid-booking on a Silversea cruise (Aug 11-18 to Copenhagen). Jennifer attempted to locate his account and prior notes but found the flight details Lee had discussed were not queued to her system. Jennifer confirmed Lee had sent flight options (Miami to London at 5:00 PM instead of 5:40 PM) and transferred Bob back to Lee to finalize the air booking. The cruise itself appears booked; only the air component remained open.
Emotional read
Bob is pragmatic and patient despite the dropped call frustration. He remains solution-focused throughout, calmly restating his needs and accepting the transfer without complaint. No visible anxiety or urgency, but clear intention to complete the transaction today.
Emotional arc through the call
Steady and patient throughout; no emotional escalation despite technical friction and need to re-engage.
How customer sees Pavlus
- neutral · no direct commentary on Pavlus or the agency; customer was matter-of-fact about the technical disconnect and system delay
Process friction
- call dropped mid-booking with Lee; customer had to call back and repeat context
- flight details discussed with Lee were not queued to Jennifer's department, forcing a re-transfer
- system delays slowed agent lookup of customer account
Customer behaviors
reconnecting after unexpected call dropready to provide full passenger detailsconfirming flight specifics discussed with prior agentaccepting transfer back to original agent to complete booking
Topics & signals
| Topics | air booking completionflight options reviewSilversea cruise confirmationreconnecting with prior agent |
|---|---|
| Destinations | CopenhagenMiamiLondon |
| Cruise lines | Silversea |
| Buying signals | called back immediately after disconnect to complete bookingready to provide all passenger names and trip detailsconfirmed interest in specific flight option at 5:00 PM outbound |
Analyzed 2026-05-23 12:15:45 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (3,646 chars)
Agent (Jennifer Leslie): Welcome and thank you for calling publish travel, my name is Jennifer. I'll be your advisor. How may I assist you today? Customer: Hi Jennifer! My name is Bob. So we were working with Taylor on a Silversea screws August ten no August 11th to the eighteenth stock going to Copenhagen. We'll try to book air today and three hours was helping us and our line got disconnected about an hour and a half ago and I've called. Agent (Jennifer Leslie): Okay. Agent (Jennifer Leslie): Oh, no. Customer: Well, that's alright. So, I have the information. I would just like to give you all the information and confirm it. Can you. Agent (Jennifer Leslie): Okay, just bear with me I'm gonna try to pull up your account first to see if they completed it and see if it's there and then if I don't see anything done as of today, then we'll see what we can find. Just bear with me. Customer: Sure. Agent (Jennifer Leslie): Okay. Agent (Jennifer Leslie): Give me one moment here. My system is moving a little bit slower today. Customer: Thank your time. Customer: Are you in Scottsdale? Agent (Jennifer Leslie): No, I am not give one moment here. Agent (Jennifer Leslie): Let me try to get this back up again. Agent (Jennifer Leslie): Okay, my system might be working with me now. Let's see, alright. Agent (Jennifer Leslie): Now do you have? Agent (Jennifer Leslie): An account number maybe as for the trip that they was booking it for me back and never down to search that way. Customer: No, she didn't give me an account number for that because we never got through the information she needed so, but I have the information. Agent (Jennifer Leslie): Okay. Agent (Jennifer Leslie): Okay. Agent (Jennifer Leslie): And what are all the names on the account? Customer: Robert, soyer N. Nancy soyer. Agent (Jennifer Leslie): Okay, okay. Agent (Jennifer Leslie): See. Agent (Jennifer Leslie): Okay, so I do see here that they sent you some options to saber and. Agent (Jennifer Leslie): They was confirming the flights, and that's when the call had dropped. Customer: Oh, in her letter where she found a on outbound Miami to London, instead of 5:40. She found at 5:00 PM at the same price. Agent (Jennifer Leslie): Okay. Agent (Jennifer Leslie): Okay. Agent (Jennifer Leslie): So. Customer: Yeah, I don't have the flight number. Agent (Jennifer Leslie): Understand. Agent (Jennifer Leslie): So, let me see if she had sent it over. Agent (Jennifer Leslie): And. Agent (Jennifer Leslie): I don't see anything sent over and was you talking to Taylor? Customer: No, Taylor's on vacation. Agent (Jennifer Leslie): Okay, do you remember? Is that no, he was talking to lee, right? Customer: I was talking to, to correct. Agent (Jennifer Leslie): Okay, so let me see if we have the information for me because I don't have it necessarily in the system at the moment let me see if I can catch her. Agent (Jennifer Leslie): There. Agent (Jennifer Leslie): Okay. So she and she might be available because I do see that you spoke with her and she left the notes but I can't find the flight because she didn't queue it over to my department. So let me see if she still needs you to go ahead and finish that to queue it over to my department cause I can't find it at the moment, okay? Customer: Right. Customer: Yeah, yes, thanks. Agent (Jennifer Leslie): Okay, one moment, absolutely. Agent (Jennifer Leslie): Okay. Hello, okay, I do have lee here, so I'm going to transfer you over to her so she can go ahead and finish that process for you, okay? Customer: Yeah, something here. Customer: Great, thank you. Agent (Jennifer Leslie): Absolutely, one moment.