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Mable Brown · May 20, 2025 ยท 3:39 PM

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Inbound · 10:20 · Planner: Rose Morrissey · +12102696227

Sentiment
positive (0.60)
Intent
booked
Trajectory
steady
“So, once I get Bruce, once I get the unit stud card, then what I'm gonna do is I'm gonna go back into that post, transfer into the world and give them the confirmation number.”
Next best action
Follow up within one hour with confirmation that the air department has resolved the August 19th Delta flight date error. Call Mable the next day to confirm pre-registration completion and that all reservation details are accurate before the trip.
Full analysis
What happened

Mable called to finalize hotel booking details for a Budapest trip. Bruce had researched the Hilton and its Hilton Honors rewards program, including senior and early-booking discounts. The customer and agent worked through confirming the correct Hilton property (Castle District, Buda side), understanding room pricing options, and verifying that booking with Hilton Honors would accrue rewards. A Delta flight date issue from August 19th remained pending resolution, with the agent agreeing to have the air department contact them within an hour. The customer collected address and confirmation details and planned to complete pre-registration; a follow-up call was scheduled for the next day.

Emotional read

Mable was engaged and collaborative throughout, focused on logistics and getting details right. She was occasionally distracted by construction noise and family members (Bruce, a dog), but remained patient and organized. Her tone was friendly and cooperative with the agent Rose, with no frustration evident.

Emotional arc through the call

Mable remained consistently positive and organized throughout; no significant emotional shift occurred.

How customer sees Pavlus
  • positive · thanked Rose by name and complimented her helpfulness with a friendly goodbye
  • positive · trusted agent to follow up on air department error regarding Delta flight date
  • neutral · customer doing independent research (checking email confirmations, looking at hotel directly) alongside Pavlus support
Process friction
  • Delta flight date error from August 19th still unresolved, requires follow-up from air department
  • customer had to search through email to retrieve Hilton confirmation details
Value perception

Mable did not explicitly state her view on Pavlus's value versus alternatives. She appeared to view Pavlus as a helpful partner in managing logistics and fielding hotel and air issues, but was also conducting independent research with Bruce.

Customer behaviors

coordinating with travel companion (Bruce) in real-time during callindependently verifying hotel options and rewards programsorganizing and documenting trip details on paperrequesting confirmation of details before finalizing bookingplanning multi-step pre-registration and follow-up process

Topics & signals
Topicshotel booking confirmationHilton rewards optimizationroom location and river viewsenior discountsearly booking discountspre-registration process
DestinationsBudapestCastle District
Cruise linesHilton
Buying signalsBruce confirmed he will book the Hilton hotelcustomer collected hotel confirmation number and address detailscustomer planning to transfer booking confirmation and provide arrival timepre-registration process underway with follow-up call scheduled
Objectionsconcerned about room pricing differences between optionsuncertain if booking room on specific side required for river view

Analyzed 2026-05-23 11:49:54 by claude-haiku-4-5-20251001. Confidence 0.65.

Transcript (5,757 chars)
Customer: Okay, great. Okay, and then one last thing rose. So Bruce, got on the you know, the computer and looked at the Hilton and all that. He does have his Hilton honors number and he said that they have like a senior you know, a rate or whatever. I don't know why bank barks, when I'm on the phone banking hold on rose bay, come on outside, come and go bark outside, come on.
Customer: No, I haven't yet, I have not yet. And also well, I'm waiting for that but also the August 19th switcher that delta did, if it was fixed.
Customer: It's cause we have people constructing a house in front of us and so all kinds of trucks go by there and they have access to going out, but you know, they think, hey, it's more comfortable in the window anyway. So, where was that? Okay. Senior rewards or not reward senior, like a little discount or whatever, huh. What?
Customer: They have it for a senior and for early booking.
Customer: Oh, I see, okay. Alright. Yeah, you would get your rewards. Okay, well then we'll go I thought maybe it would be convenient for you to do that in case they give you a little something. Okay alright, so.
Customer: Okay, just to make sure we got the right one before he books it. So he's gonna go ahead then and book it then for that day.
Customer: Oh, that would be good. I was about to say maybe we should check out an address before we.
Customer: I have a pin right here.
Customer: I have all these pads and I'm down to a one little page that's.
Customer: So, once I get Bruce, once I get the unit stud card, then what I'm gonna do is I'm gonna go back into that post, transfer into the world and give them the confirmation number. We let Ingrid know what time will you arrive and, and then maybe we'll call you in the world like the next day to make sure everything's on there that we're pre registered and all that.
Customer: Okay. The castle district.
Agent (Rose Morrissey): Okay, maybe I sent a message to our air department and they will get back to you. Let's, let's give it in an hour for them to get that error situation, okay. And then allow.
Customer: Now, do we have to book a room or to see the river. We got to book the room on certain side. Is that correct?
Customer: Great. I think when I looked at it I think that was.
Customer: I think it was a lot more expensive than the.
Customer: Than that they had different prices.
Agent (Rose Morrissey): Yeah.
Agent (Rose Morrissey): Yeah, hi. Right.
Customer: Than.
Customer: Mm-hmm.
Agent (Rose Morrissey): Mm-hmm.
Customer: Well, well, what was the, what was the room that you were quoting? Mabl the price on that? Was, that 205. I think it was like, the now that was a so.
Customer: Yeah, I think I was just something for.
Customer: Mm-hmm.
Customer: Mm-hmm.
Customer: Okay.
Customer: Hilton honors. Okay, you hear that Bruce as all good ask for.
Customer: Okay.
Agent (Rose Morrissey): Yeah, but if you book it with, with the Hilton honors he gets his rewards.
Customer: Okay.
Customer: Oh, you want me to look in my email right now. Okay, hold on. Okay, let's see.
Agent (Rose Morrissey): Uh-huh, yeah.
Customer: Okay, I have to go through all of the different, hold on just a second.
Agent (Rose Morrissey): Oh, no, not, not with us, not with us. Yeah, he gets his reward. The next time he books he adds up his points.
Customer: That.
Customer: Okay, let me look at the other one announcements. No.
Agent (Rose Morrissey): Yeah.
Agent (Rose Morrissey): Yes.
Customer: Oh, here you are. I got it. Hillton hotel and Boota pest. Let me open this, the Hilton Boop is located on the Boota side on the city of this is start castle district. Okay, you've got that Wakey pedia. And then hillton the address. Okay there's the address situation next to Matthews church and fisherman's Bastian hotel offers and ITT. Okay, I got, we got all of this information.
Agent (Rose Morrissey): Yeah, yeah.
Agent (Rose Morrissey): Okay. Well, tell him it's the one on the Boota side.
Agent (Rose Morrissey): Did you, did you say it's on the Boota side.
Agent (Rose Morrissey): Yeah, hold on a second. Let me let me let me let me get you the address, make sure.
Customer: I got it. Okay, very good. Alright, well very good and you said Denise would be calling me today to give it about an hour.
Customer: Okay, very good. Thank you so much rose. You have a great Tuesday. Okay?
Customer: Alright. Then bye-bye.
Agent (Rose Morrissey): Mm-hmm.
Agent (Rose Morrissey): Yeah, this is the castle district. Hold on a second.
Agent (Rose Morrissey): Let mm-hmm let me email you this situated.
Agent (Rose Morrissey): View over the Daniel. Well, yeah, he'll love this.
Agent (Rose Morrissey): Okay.
Agent (Rose Morrissey): Yeah.
Agent (Rose Morrissey): Well, when you that, it should tell you river view.
Agent (Rose Morrissey): And if you, if you can't do it then you know, just I do, you can go out to the breakfast area and sit out in the balcony, they have areas there that you can sit out there and have a cocktail, and look at the river at night, it's beautiful.
Agent (Rose Morrissey): It's not, there's no, it's not the riverside. But you know, you know, what I would do, you know, what I would do. I would call the Hilton the 800 number.
Agent (Rose Morrissey): And, and ask for the Hilton owners.
Agent (Rose Morrissey): Okay, hold on a second. Hotel.
Agent (Rose Morrissey): Maybe tell me, yeah, you got this confirmation. Okay, and this is the hillton for the pass.
Agent (Rose Morrissey): Yes. Yes please make sure you got that email.
Agent (Rose Morrissey): This is your iCloud?
Agent (Rose Morrissey): Okay, thank you. Alright.
Agent (Rose Morrissey): Yes, I, yes, I got them too. They give her about an hour, please.
Agent (Rose Morrissey): Thank you. Thank you too. Bye-bye.