Conrad Lubkay · Aug 6, 2026 ยท 6:17 PM
Inbound · 03:50 · Planner: Julianne Cricchio · +17609174062 · CSAT 5
“I have to leave, I'm gonna be leaving on Saturday. So I have hours to do so if he's not available, maybe he can tell me what time to call.”
Mike should reach Darlene at 917-4062 within the next 30 minutes (before she departs) to finalize airport-to-hotel transfer details for her Saturday departure. If Mike cannot connect within that window, Pavlus should follow up with Darlene the same day to confirm transfers are booked.
Full analysis
What happened
Darlene Lubkay called Pavlus to follow up with Mike Duran regarding airport-to-hotel transfers for an upcoming Saturday departure. She and Mike were playing phone tag. Julianne confirmed Mike was on lunch and would be back in 15 minutes, then captured Darlene's callback number (917-4062) and booking reference (30100185) to relay the message. Darlene agreed to wait for Mike's callback within the next 30 minutes before heading out to run pre-travel errands. The call ended with a commitment to reconnect.
Emotional read
The customer was cordial but slightly harried, juggling multiple tasks and frustrated with misremembering her booking number. She remained cooperative and patient throughout, willing to wait for Mike's callback and appreciative of Julianne's help coordinating the phone tag.
Emotional arc through the call
Started slightly stressed and multitasking, gradually settled as Julianne confirmed Mike's availability and the callback plan.
How customer sees Pavlus
- positive · customer called back to coordinate with agent, suggesting she trusts the process and is engaged with her booking
Customer behaviors
coordinating last-minute logisticsmanaging multiple commitments in paralleldeferring decision pending callback from primary planner
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | airport hotel transfersdeparture coordinationcallback scheduling |
|---|
Analyzed 2026-08-06 18:25:32 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (3,080 chars)
Agent (Julianne Cricchio): Thank you for calling pubs travel, this is Julianne speaking. How may I help you? Customer: Hi Julian, I got a message from Mike Duran and he wanted me to tell him when I would be available and I called earlier to talk on the phone and it's simply about airport to air, airport hotel transfers. And I, but, I now, I have to leave, I'm gonna be leaving on Saturday. So I have hours to do so if he's not available, maybe he can tell me what time to call. Agent (Julianne Cricchio): Okay. Agent (Julianne Cricchio): Oh. Agent (Julianne Cricchio): Yeah, it's so funny that you call, you guys are playing phone tag. Mike is on lunch but his lunch is over in fifteen minutes. I could see he took his lunch 45 minutes ago. So what? Customer: Yes, we are. Customer: Okay, then, I will, then, I will stick around until after lunch for sure. Agent (Julianne Cricchio): Oh, okay. So I will send him a message letting him know that you called. Is your name Conrad? Customer: Well, Darlene Conrad with my husband. That's probably, probably it showed up on my credit card or something. Agent (Julianne Cricchio): Oh, okay. Darlene. Agent (Julianne Cricchio): Yeah, it showed up on the caller ID. Customer: Oh, really, okay. Agent (Julianne Cricchio): Yeah, yeah, yeah, okay, and so, is this number 760 alright, so, wait, so, let me, let me type it 917 yeah, yeah, yeah, okay, let me type it to you cause I wanna make sure I have it, okay? The phone number I have on file is 760-917-4062. Customer: 9912 so you better say it to me. Customer: Perfect, you got it. Perfect. Agent (Julianne Cricchio): Alright, and Darlene what's your last name? Customer: Love K-L-U-B-K-A-Y and I have my I have my number here, my, what do you call it? That funny number, yeah. 33001 dam it, of course I can't find it this second. Oh, they're 300 10 0185 so that should give you all the information you possibly could ever want. Agent (Julianne Cricchio): Okay, great. Agent (Julianne Cricchio): Booking number. Agent (Julianne Cricchio): Okay, let me repeat that booking number back to you. I have 300100 oh. Customer: No, just want, okay, just a second, let me pull it up again, not you. It's not you. It's not you. I just have too many things on my mind. Agent (Julianne Cricchio): Sorry, I'm sorry. Customer: Dam it. Customer: 30100185. Agent (Julianne Cricchio): Okay. Agent (Julianne Cricchio): Okay, I'll say it again. 30100185. Customer: That's me. Agent (Julianne Cricchio): Okay, great. Alright, so I'm gonna send a a message to Mike on team so he can see that right away and he should be back shortly. Yeah. Customer: Okay. Customer: Okay, yeah, I'll stick around for another half an hour and then, then I, I've got a lead to do some chores that are really required before I get on any plane or ship or anything. Yup. Okay. Agent (Julianne Cricchio): Okay, yeah. Understood. Okay, I'll let him know that you're just sticking around for another thirty minutes or so, so if you'd like a callback soon. Alright, my pleasure. Okay, bye-bye. Customer: Sounds good. Thanks, bye-bye.