Mable Brown · Apr 12, 2024 ยท 2:13 PM
Inbound · 04:44 · Planner: Mike Duran · +12102696227
“we're interested in the Apollo Boutique and I just wanna ask her about the price and the transfers to the port”
Deanna should call Mable at 210-269-6227 to confirm the Apollo Boutique Amsterdam hotel selection, provide detailed transfer cost and logistics from that hotel to the Uni World port, and finalize the one-night accommodation as part of the summer cruise package.
Full analysis
What happened
Mable called trying to reach her assigned planner, Deanna (Diana), regarding an upcoming summer Uni World cruise with a stop in Amsterdam. She has technical issues preventing her from receiving emails and preferred a callback. Mike Duran took over and pulled up her file, confirming contact details. Mable specified that she is interested in the Apollo Boutique hotel in Amsterdam (priced better than the Hilton at $400+) and needs clarification on transfer logistics to the cruise port. Mike agreed to leave a note asking Deanna to call her back with this information. No booking was finalized, but a clear action item was set for the assigned planner.
Emotional read
Mable is cooperative and appreciative, speaking with a matter-of-fact tone. She is slightly frustrated by her phone and laptop technical issues, which are impeding her ability to access prior communications, but she remains patient and polite with the agent. Her tone is warm and grateful at the call's end.
Emotional arc through the call
Mable remained consistently pleasant and appreciative throughout, starting slightly apologetic about pronunciation and ending with warm thanks.
How customer sees Pavlus
- neutral · customer proactively seeking her assigned planner by name, suggesting prior relationship exists but no specific praise or criticism offered
Process friction
- customer unable to access prior email communications from planner due to phone and laptop technical issues, creating information gap
Value perception
Mable appreciates having a dedicated planner and is engaged in the booking process, but no explicit statement about Pavlus's value vs. alternatives was made.
Customer behaviors
researching hotel options independently on websitesprice-comparing accommodation choices for port stayseeking planner callback instead of email due to device constraintsdeferring final booking pending transfer logistics confirmation
Topics & signals
| Topics | summer cruise trip planninghotel selection for cruise porttransportation logisticspricing comparison |
|---|---|
| Destinations | AmsterdamUni World port |
| Cruise lines | Uni World |
| Buying signals | already researched hotel options on website and compared pricingidentified specific hotel preference: Apollo Boutique Amsterdamseeking callback to finalize transportation arrangements for summer trip |
| Objections | concerned about transfer costs from hotel to cruise portprice-sensitive: Hilton option at $400+ per night too expensive for one-night stay |
Analyzed 2026-05-26 02:18:26 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (3,544 chars)
Agent (Mike Duran): Good morning. Thank you for calling travel guest relations. This is Mike. How can I help you? Customer: Yeah, Mike I was trying to get in touch with Deanna mc net mc. Agent (Mike Duran): Deanna. Customer: McKell McConnel maybe it's McConnel it says guest relation specialist so. Agent (Mike Duran): Oh, okay, yeah. Oh, okay. Diana yeah, she's not in yet. She doesn't come in until 8:30. Customer: Oh, okay. Okay. Sorry I pronounce it. It's cause it's D-Y-E-N-N-A and so, I never. Agent (Mike Duran): Right, and she just, and she just goes by, she just goes by die. So it's actually Diana. But she goes by die. What I would recommend and this something I can take over for you is just respond, if you're, if you're responding to an email, if you respond to the email and you can ask her for a callback. And then when she, and, and she'll get the emails. She can call you. When she's in. She does shift doesn't start till 8:30. Customer: Oh, mm-hmm. Customer: Oh, okay, okay. Well, the only problem I'm having right now is I've got to go get my phone fixed. I'm not getting emails right away or anything. So I thought it may, it would be better if I call her because I can't receive an email. I mean, if I if I will, it won't be until after I get my phone fixed. Agent (Mike Duran): Uh-huh. Agent (Mike Duran): Okay, I can. Agent (Mike Duran): Alright. Well I can ask her to call you unless there's something triple. Customer: Sure, I would prefer that she called me because I need to talk about an upcoming trip coming up here in the summer and it's over that unit world. And it's about a hotel. And we looked at, I actually went into my laptop but even my laptop only goes up till the tenth. I don't have anything on the eleventh or today. So I'm, I've got to get my stuff fixed but I was wanting. Agent (Mike Duran): Okay. Agent (Mike Duran): Well, let me let's start with let me open up your file. What's the last name? Customer: A brown. Agent (Mike Duran): First name? Customer: Mable Bruce and Mable brown. Customer: Buster, before you start barking in sie come in, come in. Agent (Mike Duran): Alright, so there, I found you and let's see. Customer: Okay. Agent (Mike Duran): And is that number 210-269-6227 a good number. Okay, so I'll send her a note and I'll ask her to call you when she gets in. Customer: Yes. Customer: Okay, and can you add to that note that the Apollo boutique I think it's called Amsterdam. Seems like it would be of interest and then anything else we need would be transportation from there to the uni world port. Agent (Mike Duran): So once she knows okay, so, the poo. Okay. Customer: Okay, just so you know. Customer: Yeah, we were, cause she sent, she sent a couple of the hotel choices and we're interested in the poa boutique and I just wanna ask her. I got already went on the website to see a little bit more the hotel and, and I think we kinda like the price too because the Hilton was like $400 and something. And I thought, oh, gosh we're just going to be there for one night and so this one seemed a little bit, a little bit letter better priced and the only concern would be the transfers to the peer or the port or wherever it goes. Agent (Mike Duran): Right. Agent (Mike Duran): Okay. Agent (Mike Duran): Okay, I'll let her know that's what you're looking for and then I'll ask her to give you a call. Customer: Okay. Customer: Yes, thank you so much I appreciate it. You have a great, great weekend. Agent (Mike Duran): Thank you do the same, bye-bye. Customer: Okay, bye-bye.