Joseph Contino · Apr 14, 2026 ยท 3:32 PM
Inbound · 08:58 · Planner: Kenzy Escobar · +17324238461
“I'd like to switch into those, please, if possible... Yes please. And those are two seats together by the window and the aisle, right? Okay, perfect.”
Michael should send the Viking cruise confirmation (combining the flight confirmation already sent) before end of business today as promised, and proactively follow up with Joseph within 24 hours to confirm receipt of all documents and address any gaps in communication from Ashley.
Full analysis
What happened
Customer Joseph Contino called to follow up on a flight booking that agent Ashley had begun. Michael Escobar pulled up the existing booking for a Viking trip with July 27 departure from New York to Barcelona and August 4 return from Rome on United Airlines. Customer inquired about current seat assignments and pricing for extra leg room upgrades. Agent confirmed Ashley had sent seating maps but customer had not located the email. Agent reviewed exit row ($250/person) and regular extra leg room ($226.99/person) options, then located specific seats in row 40 on the outbound flight. Customer approved both outbound and return leg upgrades, provided a different credit card, and authorized payment of $843.96. Agent promised to send seat purchase confirmation within 5-10 minutes and committed to follow up later with Viking confirmation.
Emotional read
Joseph (Deborah Contino) was cooperative and solution-focused throughout. He asked clarifying questions about seating options and pricing with confidence, and readily provided payment information. He remained patient while waiting for confirmations and did not express frustration despite minor delays in email delivery.
Emotional arc through the call
Customer remained steady and cooperative throughout, with a slight dip in efficiency when confirmation email failed to arrive but recovered quickly.
How customer sees Pavlus
- neutral · customer could not locate seating information that Ashley said she had sent via email
- positive · agent Michael was able to quickly pull up seat maps and confirm availability
- neutral · customer acknowledged 'sometimes our emails are a little bit slow' when confirmation didn't arrive immediately
Process friction
- customer did not receive seating and pricing information email from Ashley despite it allegedly being sent
- seat purchase confirmation email not delivered within promised 5-10 minute window by end of call
Value perception
Customer did not explicitly comment on Pavlus's value versus alternatives, but proceeded smoothly through seat upgrade process and authorized nearly $850 in additional charges without objection.
Customer behaviors
following up on previous agent's incomplete workasking detailed questions about seat specifics and upgrade costscomparing seating options and making deliberate choicesready to pay immediately with credit cardchecking email in real-time during call
Topics & signals
| Topics | seat selection and upgradesextra leg room pricingexit row seating optionspayment processingconfirmation delivery |
|---|---|
| Destinations | New YorkBarcelonaRome |
| Cruise lines | VikingUnited Airlines |
| Buying signals | approved $226.99 per person extra leg room upgrade on outbound flightselected specific seats 40K and 40L for outbound flightapproved $194.99 per person extra leg room on return flightprovided credit card and authorized $843.96 charge immediatelyconfirmed current address on file |
| Objections | could not locate seating information in prior email from Ashleyuncertain about exact pricing difference for economy plus upgrade |
Analyzed 2026-05-25 21:22:07 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (5,938 chars)
Agent (Michael Escobar): Hi, this is Michael with the publish travel air department. How can I be of assistance? I. Customer: Yes, hi Michael. I was speaking with Ashley the other day and she said she was booking the my, my flight for me. Can you help me with that? I wanna just make sure that you, yes, I do, it's 972-8673. Agent (Michael Escobar): Okay. Yes, ma'am. Do you happen to have your booking number? Agent (Michael Escobar): Alright, thank you. Let me get that pulled up here. Agent (Michael Escobar): And yes I do see that Viking trip and the flights I have departing of New York on July 27th flying non-stop. To bar salon with United Airlines and then, returning non-stop from Rome on the 4th of August. Customer: Oh, on the 4th of August. And do you know where the seating is? And what kind of seating and if they were extra pricing involved? Agent (Michael Escobar): Let's take a look here. One moment. Customer: Friday after to find out pricing for like economy plus or an upgraded fee. I don't know what you did, I can't find it in my email. Agent (Michael Escobar): I, yeah, so I see that Ashley did send that seating information. Let me just pull up those seat maps now so that way I can confirm nothing's changed we saw the sale availability. Customer: Okay, thank you. Agent (Michael Escobar): Yeah, so this point is a 232 configuration and the economy class and you said that you, you're currently in the two seats on the left hand side of the plane 4248. A. N. B. And you said you might be interested in extra lake room. Customer: Yeah, I did. We've had asked if she could let me know the difference in pricing? Agent (Michael Escobar): Yes. So I see here there's a few options. If you want to do that. If you want exit row seating that will have a cost of $250 per person. Customer: Okay. Agent (Michael Escobar): And then if you just want extra leg room but you don't need the exit grow that would be $228 I'm sorry, $226.99 per person. Customer: And okay. Customer: Okay, now in the exit row, do the seat to? Agent (Michael Escobar): Let me just confirm, I believe so. Customer: Mm-hmm, and they can't be anything on the floor. They have to be mailed ahead. Agent (Michael Escobar): That is correct and yes, and you have to be able to assist in the case of emergency. Customer: Yeah, able to help this system to know I would like to see if there's any, any seats in the 22 sections that I can add the 226 a ticket to for the upgrade. Agent (Michael Escobar): Yes, so there are seats available in row forty that'd be forty K. as in kilo, L. as in Lima, available for $22,699 per person. Customer: And those are the two, those two fees together by the window and the aisle I guess. Okay. I'd like to switch into those, please, if possible. Agent (Michael Escobar): Yes. Agent (Michael Escobar): Okay, and are you interested in extra like room on the return as well? Customer: Yes please. Agent (Michael Escobar): Okay, so, on the return. Agent (Michael Escobar): For extra leg room seating that is not the exit grow, but just extra leg room. Agent (Michael Escobar): 39 AMB would be available and united is charging an additional $194.99 per person for that. Customer: And those are two seats together by the window in the aisle, right? Okay, perfect not a problem. I can give you a card and you can do this for me. Agent (Michael Escobar): Yes ma'am. Agent (Michael Escobar): Okay. Yes let me just get ready for that. Customer: Great. Agent (Michael Escobar): Okay, so, we do have an American Express ending in 5003 or you want to use that card. Customer: No, I'd like to use a different card. Agent (Michael Escobar): Okay, I'm ready. Customer: The card number is 5378. Customer: 1100. Agent (Michael Escobar): Mm-hmm. Customer: 45707973. Agent (Michael Escobar): And the security code. Customer: The security code is 276. Agent (Michael Escobar): And the expiration date. Customer: 331. Agent (Michael Escobar): And is this card in your name? Customer: Yes, Deborah. Contino. Agent (Michael Escobar): Okay, fantastic, I will add that here and alright, so the total for the, four extra leg room seats outbound and return you're looking at a total cost of $843.96. Customer: Great, thank you. Agent (Michael Escobar): Okay, it's just gonna be a moment here while I process that payment. Agent (Michael Escobar): And are you still at 1116 North Ocean Boulevard. Customer: Yes. Agent (Michael Escobar): Alright, great. Agent (Michael Escobar): Alright. It'll be just a moment here all that loads. Customer: Great, thank you. Agent (Michael Escobar): Alright, so that charge has gone through, I'll be able to send you the updated confirmation, I just have to reach out to Viking to get their copy as well. So that way it's all on one sheet. Customer: Okay, is there a confirmation that you can give me now or? Customer: From your end? Agent (Michael Escobar): I can send, I can send you the confirmation of the seat purchase. Yes, ma'am. Customer: Yes, perfect. Agent (Michael Escobar): Alright, so let me just get that over to you now and then I'll follow up here in a little bit with the liking confirmation. But let me just put that in. Agent (Michael Escobar): Alright, you should see it within your email, within the next five to ten minutes. Customer: So in the next few minutes, I should be getting. Customer: Not yet, I didn't get it yet. Let's. Customer: See. Customer: And he sent it to deal 1018. At Gmail. Agent (Michael Escobar): Yes ma'am. Sometimes our emails are a little bit slow. Customer: Okay, well I will hold you up if anything I'll call back I don't see it. Agent (Michael Escobar): Okay, yes, ma'am and I'll follow up a little bit later on today like I said with the Viking version. Customer: Okay, great. Thank you very much. Agent (Michael Escobar): Yes ma'am. I hope you have a good rest of your day. Customer: You too, take care, bye-bye. Agent (Michael Escobar): Goodbye. Customer: Okay.