Flynn Vick · Jan 15, 2026 ยท 6:25 PM
Inbound · 03:58 · Planner: Guest Relations · +12086200943
“She is the one that's kind of booking our crew stuff, so I just need to talk to her.”
Lee should contact Teresa Vick directly to clarify the status of the crew booking and ensure continuity from Sarah's work. Consider noting in the file that Teresa was looking for Sarah Swab specifically regarding crew arrangements.
Full analysis
What happened
Teresa Vick called inbound to Pavlus asking to speak with Sarah Swab, who is handling their crew booking. Jessica Folkner offered to help but Teresa indicated she needed to speak with Sarah. Jessica placed her on hold, was unable to reach Sarah, and offered to transfer her to Lee instead, who she said would be in charge of the booking. Teresa agreed to the transfer. No substantive booking discussion or issue resolution occurred during this call; it was purely a transfer/routing call.
Emotional read
Customer was polite and cooperative throughout, though somewhat uncertain about what help they needed. They deferred to Sarah/Lee as the primary point of contact, suggesting they are following an established booking process rather than driving the conversation.
Emotional arc through the call
remained consistently polite and accommodating; no shift in emotional state.
How customer sees Pavlus
- neutral · customer referred to Sarah as 'the one that's kind of booking our crew stuff,' indicating an established relationship with a specific planner
Process friction
- Sarah Swab was unavailable and customer was routed to a different agent (Lee) mid-call
Customer behaviors
seeking existing planner by namedeferring to assigned booking agentaccepting agent transfer without objection
Topics & signals
| Topics | crew bookingagent transferreferral program mention |
|---|
Analyzed 2026-05-26 07:26:57 by claude-haiku-4-5-20251001. Confidence 0.50.
Transcript (1,382 chars)
Agent (Jessica Folkner): Good afternoon and thank you for calling guest relations at Pavlus. Travel. This is Jessica. How can I help you? Customer: Hi, yeah, I was calling to see if you would connect me to Sarah swab? Agent (Jessica Folkner): Let me see if I can get Sarah on the line. Can I get a first and last name for you? Customer: Okay. Customer: Yeah, Teresa Vic. Agent (Jessica Folkner): Teresa before I do reach out to her is there anything you think I could help you out with? Customer: I'm not sure, she is the one that's kind of booking our crew stuff, so I'm, maybe, I just need to talk to her but I'm not sure if that's. Agent (Jessica Folkner): Okay. Well, sure. Let me put you on hold and see if I can reach her, okay? Customer: Okay, thank you. Agent (Jessica Folkner): My pleasure. Agent (Jessica Folkner): Theresa, are you there? Customer: Oh, yes, hello? Agent (Jessica Folkner): I apologize for that hold, I was not able to get Sarah on the line but I was able to get lee, who is actually going to be in-charge of your booking. Did you want to speak with her? Customer: Okay. Customer: Oh, okay. Sure. Yes please. Agent (Jessica Folkner): Okay, perfect. Let me send you over. Customer: Thanks. Agent (Jessica Folkner): My pleasure and you might be aware but if you're not ask her about our referral program. Customer: Okay. Agent (Jessica Folkner): Sending you.