Conrad Lubkay · Aug 6, 2026 ยท 4:37 PM
Inbound · 03:47 · Planner: Chey Cherry · +17609174062 · CSAT 5
“I'll stick around until I hear from him, cause obviously when I leave in two days I have a few things I've got to do.”
Agent should confirm that Mike Duran received the callback message and follow up within 24 hours to ensure Conrad's transfer questions were resolved before his departure in two days.
Full analysis
What happened
Conrad Lubkay called seeking Mike Duran, his primary travel planner at Pavlus. The customer had sent a message moments before the call asking about transfer arrangements (hotel-to-port and port-to-hotel/airport). Agent Chey Cherry reviewed the email thread and confirmed that Mike had already noted he would call the customer at a preferred time. The agent offered to message Mike directly to have him call back. The customer confirmed he would be available for the next two days and provided his contact information. The call ended with the agent committing to pass the message to Mike immediately.
Emotional read
The customer started slightly apologetic and somewhat flustered about confusion regarding transfer details, but remained cooperative and polite throughout. By the end of the call, the customer was friendly and appreciative, expressing gratitude to the agent for facilitating a callback from their primary contact.
Emotional arc through the call
Started somewhat flustered and apologetic about confusion, but warmed by the end, expressing gratitude and friendliness toward the agent.
How customer sees Pavlus
- positive · customer thanked the agent and expressed appreciation ('Thanks Jay. Appreciate it. Hopefully we will meet again')
Customer behaviors
following up on pending transfer logisticsseeking callback from assigned plannercoordinating timing around imminent departure
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | transfer arrangementshotel to port logisticsport to airport/hotel logistics |
|---|
Analyzed 2026-08-06 16:46:08 by claude-haiku-4-5-20251001. Confidence 0.65.
Transcript (2,656 chars)
Agent (Chey Cherry): Good morning. Thank you for calling Pavlus travel, this is Chay speaking. Customer: Hi I'm just calling for Mike Duran. Agent (Chey Cherry): Let me see if he's available give me one second. Customer: Mainly because otherwise they don't have to go all the way through it. Agent (Chey Cherry): So right now he's on a call with another guest but he should have notes on your account about what you guys are working on. So, let me see. Customer: Okay. Agent (Chey Cherry): See if I can bring up, profile. Customer: You want my you want my my number. I think it's 100. Darn of course it. Customer: It's here, it's here, it's where it is. Agent (Chey Cherry): Okay, so, I've got your profile here let me see the email that he sent. Customer: Too many numbers. Customer: It was about some transfers once I'm in reco. Agent (Chey Cherry): Yes. Okay, so I do have that thread here. Customer: Okay, yeah. Agent (Chey Cherry): So it looks like the last that, oh, he just sent you something today and I see you responded. Thank you the experience on my part not sure. Okay. Customer: I just responded a minute ago and said not, it's not your confusion is my confusion. So, anyway it, it's not relevant but I guess what he's saying is that I don't have any transfer from. Customer: Let's see for two different ones. Agent (Chey Cherry): Okay. Customer: Hotel hotel to the port and then the port or the, or the error error to the hotel. So, so let's see. Customer: Yeah, the, do you see the in or do, do you want me to go through it? Agent (Chey Cherry): Oh, no. I see it yeah, I'm just reading his email. Okay. Customer: I'm sorry I've made things difficult for you guys. Agent (Chey Cherry): Uh-huh. Agent (Chey Cherry): Oh! No! It's just; yeah, so I do see on his note that he does have that he would call you at whatever time you prefer, I mean I can just have him call you back. Do you have a specific time? Customer: Okay, well go. Customer: Well, I'm, I'll stick around until I hear from him, cause obviously, when I leave in two days, I have a few things I've got to do so but thankfully my cellphone is portable. Agent (Chey Cherry): Okay. Agent (Chey Cherry): Okay. Agent (Chey Cherry): Alright, so I will, he's the one that call but I will message him directly and as soon as he gets off, I'll have him call you back. Customer: Sounds great. So, you got my number right? Very good. And your name. Agent (Chey Cherry): Yes ma'am. Agent (Chey Cherry): It's Chay C-H-E-Y. Customer: Jay. Okay. Thanks Jay. Appreciate it. Hopefully we will meet again so long okay? Bye-bye. Agent (Chey Cherry): Oh, my pleasure. Agent (Chey Cherry): Yes ma'am.