+1 787-632-6219 · May 18, 2026 · 9:57 PM
Inbound · 09:03 · Planner: Shari Bazzoni · +17876326219
“I always like to double-check because I know these pricing things change, but it was great to see a good surprise today.”
Send updated invoices to both Maria and the cardholder (Abby) by end of business today or first thing tomorrow morning. Follow up 3 weeks before departure to confirm Royal Caribbean app access and to reconfirm the twin-bed configuration request.
Full analysis
What happened
Maria called to finalize a Royal Caribbean cruise booking. The agent (Shari) had already negotiated a price reduction and removed a $308 insurance charge. Maria confirmed payment details, noting she'd verified pricing the prior evening and was pleasantly surprised by an additional drop. She set up two separate credit card payments—one for herself and one for her sister (who is paying for Maria's niece's portion). After providing card details and billing address, Maria asked three follow-up questions: (1) when the Royal Caribbean app will reflect the booking, (2) whether bed configuration requests (twin beds) need to be submitted now or later, and (3) how onboard credit works. Shari addressed each, confirming the app will update after payment clears, that bed configuration was already noted, and that onboard credit appears 3 weeks before departure. The call ended positively with Maria expressing appreciation.
Emotional read
Maria is engaged, collaborative, and detail-oriented throughout. She demonstrates cautious optimism—noting she double-checks pricing (comparing to airline tickets), appreciates the price drop, and is methodical about payment logistics. She remains patient and appreciative of the agent's help, addressing each clarification with 'exactly' and 'perfect.' There's no frustration; rather, a professional, transactional warmth.
Emotional arc through the call
Maria started cheerful and collaborative, warmed slightly as the agent removed the insurance charge and confirmed a price drop, and maintained steady positive engagement through payment processing and follow-up questions—no downward shift.
How customer sees Pavlus
- positive · praised agent Shari's diligence in checking pricing and removing the insurance charge
- positive · appreciated that the agency is willing to check pricing even though they lack 'manpower to keep up on it a daily basis'
- positive · referred to guest relations team contact info provided by Shari as a resource for post-payment app issues
Value perception
Maria did not explicitly state a view on Pavlus's value vs. alternatives, but her willingness to provide two credit cards, her attention to pricing detail, and her lack of objections suggest satisfaction with the negotiated price and service.
Customer behaviors
consolidating two credit card payments for family membersverifying pricing proactively before finalizingasking clarifying questions about post-booking logisticsproviding detailed payment and address informationdeferring some decisions (app access, bed setup) until payment posts
Topics & signals
| Topics | price negotiation and verificationpayment processing with multiple cardsRoyal Caribbean app setupbed configuration requestsonboard credit |
|---|---|
| Cruise lines | Royal Caribbean |
| Buying signals | provided two credit cards and cardholder details to process paymentconfirmed billing address and ready to complete transactiontraveling with niece and sister, family trip confirmedasking about post-booking logistics (app access, bed config, onboard credit) |
| Objections | uncertain about when Royal Caribbean app will reflect booking after paymentclarifying process for requesting twin bed configuration vs standard setup |
Analyzed 2026-05-23 08:32:18 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (6,860 chars)
Agent (Shari Bazzoni): Calling Pavlus travel, this is sherry. Customer: Oh, hi, cherry this is Maria, how are you? Agent (Shari Bazzoni): Hi, good. How are you? How are you? Customer: So I am good. Thank you. Agent (Shari Bazzoni): Good, good. Well, I'm glad we not met up. I'm glad we got the price down and I will have that $308 insurance removed from the total. Customer: Yeah. Customer: Okay, per, perfect, yes, yes, it was great. I, even yesterday, I know, I always like to double-check because I know that these pricing thing that's the same with plan it playing tickets and things they change so of and it, it's so but still yesterday at night, it was the same so, and I was surprised today. I, oh, well, is a good surprise. Agent (Shari Bazzoni): Okay. Agent (Shari Bazzoni): Yeah. Agent (Shari Bazzoni): Yes. Agent (Shari Bazzoni): Yes, thank you. Agent (Shari Bazzoni): Mm-hmm. Agent (Shari Bazzoni): Yeah, anytime you see a price drop or change. I'm happy to check the pricing. We just don't have the manpower to keep up on it a daily basis with all the guest to see, but we don't mind it at all. Yeah. Customer: Oh, we usually yeah. Mm-hmm. Okay, so if they change it, I don't know if what window of opportunity once you pay, they give like, a window over twenty or that the end of it regarding the pricing. Agent (Shari Bazzoni): And in general when it's paid in full, they don't budge a lot but it doesn't ever hurt to ask and we don't mind again like I said the check. Okay. Customer: Oh, okay. Customer: Exactly, exactly. Uh-oh, okay. So it is here, I have the, it, there will be two payments because just my sister is going to pay for the. That's my niece, the one that is going with me and yeah, my sister's paying for her part and I will pay for, for mine. So that's why there are two credit cards and yes, is, so let me put here the amount then that will be a, a charge, so I can tell her. Agent (Shari Bazzoni): Yeah. Agent (Shari Bazzoni): Okay. Agent (Shari Bazzoni): Okay. Agent (Shari Bazzoni): Okay, perfect. Agent (Shari Bazzoni): Okay. Agent (Shari Bazzoni): Let me see, $4,217.64 minus $308 equals a total of $300,909. I'm making notes just a second $64 divided by two is $195,482. Customer: Okay, great. Customer: Okay, so I have here my credit card first is if you want it is not. Yes it's a visa. Agent (Shari Bazzoni): Okay, I'm ready. Agent (Shari Bazzoni): Okay. Customer: Yes, and the number is, 45495421. Customer: 2055. Agent (Shari Bazzoni): Okay, and when does that expire. Oh, 12. Oh, you're right. It should be, yeah. Customer: 59. Customer: It is a, yes, after 2055 is 5959. Agent (Shari Bazzoni): Sorry yeah, I forgot there was another section. Okay. And when does that expire. Customer: Nine. Yes, yes, in February twenty eighth. Agent (Shari Bazzoni): And the three digit code on the back. Customer: Yes, 363. Agent (Shari Bazzoni): Okay. And how does your name appear on the card? Customer: Okay. It's a Maria then instead of only the T. is Theresa is T-E-R-E-S-A. Agent (Shari Bazzoni): Okay. Customer: And then, O-T-O-T-I. Agent (Shari Bazzoni): Oh, okay, perfect. So I have that one. Customer: Then let me check my system here. Customer: Check. Customer: Okay, the other one is Abby. Abby. Suo. Agent (Shari Bazzoni): Okay. Customer: And the number is, 4147. Customer: 2024. Agent (Shari Bazzoni): Okay. Customer: 1434. Customer: 5445. Agent (Shari Bazzoni): Okay, and that would expires. Customer: In February 20th Ju 29. Agent (Shari Bazzoni): 89 and the code. Customer: East 264. Agent (Shari Bazzoni): Alright, and how does that name appear? Customer: Okay, it's Maria, A. O-T-O-T-I. Agent (Shari Bazzoni): Alright. Let me see if I have that, cause they probably is, they'll probably want a billing address. I'm not sure a zip code. So let me make sure I've got the correct. This is about, yeah, that lives in the villages, right? Customer: Okay. Customer: Exactly, 3031 Spider Lily Street, the villages, Florida. 32163. Agent (Shari Bazzoni): Okay. Agent (Shari Bazzoni): Okay, perfect. Code. 32166 okay, perfect. I will get this taken care of a new invoice is sent out. If I don't get them this evening still, I'll get them to you in the morning. If there's any issues tonight I'll reach out to you. I'm here another hour. So I'll get it taken care of. Customer: Okay. And then I was going to ask you if I have the royal carve app. Just for the reservation of the shows and the different things. Do I need to, I don't know if it will appear automatically Cally there this trip or I will have to fill something in. So maybe the reservation number or something. Let me see what you sent me it. Agent (Shari Bazzoni): I don't think anything will show in there until there's a deposit that are in this case the money paid on it. Then you should be able to go in there and pull things up. If you have any issues with that, you can always call our email, our guest relations team and their phone numbers at the bottom by my signature as well. And their email would just be guest relations @publishtravel.com and they can assist you with that as well once there's payment on it. Customer: Oh. Customer: Okay. Customer: Exactly when the payment goes through and then I will check if it's automatically connects to my my app a, a page and then to be able to do all those reservations and things and regarding the bed configuration since we are a to know. Agent (Shari Bazzoni): Mm-hmm. Agent (Shari Bazzoni): Uh-huh. Agent (Shari Bazzoni): Okay, yeah. Agent (Shari Bazzoni): Uh-huh. Customer: We have to request like that they divide the bedding 22 twin beds or that, or that's done now or later. Oh, yeah. Agent (Shari Bazzoni): Yeah! I think I already loaded it. I think I already noted it that way but if not I will double-check when I make the payment. Customer: Oh, perfect. Okay. Well, I hope everything it works out fine. Agent (Shari Bazzoni): Okay. Agent (Shari Bazzoni): Okay, yeah, of course, I do too. We'll keep our fingers crossed and I will let you know. Customer: Okay, Julia, I appreciate it very much. Your diligence. Agent (Shari Bazzoni): Bye. My pleasure, we appreciate your business in any referrals you send our way. Thank you very much. Customer: Mm-hmm. Customer: Okay then and the I forgot it to ask you the other, the other time I reserve you was a long time ago just send like a, like a, a check in the mail. No and regarding the per. Agent (Shari Bazzoni): With royal Caribbean that with, with royal Caribbean it's onboard credit so it'll be added to your account about three weeks before you leave and then you can use it on board, okay, okay. Customer: Oh. Customer: Oh, perfect. Oh, perfect perfect no problem. Okay, I appreciate it very much. Oh, you need you to sharing mm-hmm bye-bye. Agent (Shari Bazzoni): My pleasure, thank you Maria. Have a good evening. Take care. Bye-bye.