(914) 772-2096 · Aug 6, 2026 · 11:14 PM
Outbound · 03:44 · Planner: Victoria Hill · +19147722096
“Probably maybe two doubles and a single. Yeah. And you'll send me a new quote?”
Call Bert on the afternoon of the next business day with updated A&K pricing for September–October 2027, two double/one single cabin configuration, and clarify availability status for that timeframe. Confirm final group headcount before pricing is locked.
Full analysis
What happened
Victoria called Bert to follow up on an Abercrombie & Kent Australia and New Zealand inquiry. The initial quote was for September 2026, but Bert clarified he wanted September or October 2027 instead. The customer expressed uncertainty about the exact group size (initially listed as 5) and preferred a configuration of two double rooms and one single, all adults. Victoria offered to recontact A&K the next morning to get updated pricing and send a new quote via email, with a follow-up call in the afternoon. Bert asked about cashback rebates and how they interact with airfare; Victoria explained the 5% company check (sent 3–4 weeks before departure) and referral credits (paid after return). The agent also discovered Bert had two profiles in the system (California and New York addresses) and consolidated them under the New York address. Bert mentioned concerns about limited availability and asked the agent to check availability with A&K; Victoria committed to do so.
Emotional read
The customer was initially somewhat distracted (asked agent to hold), but quickly became engaged and cooperative. They remained calm and collaborative throughout, asking clarifying questions about rebates and availability. No frustration or anxiety was evident; the tone was practical and transactional.
Emotional arc through the call
Steady throughout; customer was briefly distracted at the start ('hold on one, hold on') but became fully engaged and remained cooperative and engaged through the close.
How customer sees Pavlus
- neutral · customer noted they had worked with Victoria in the past, 'some years' ago
- neutral · customer mentioned recent contact with 'Mandy' at the agency
- positive · customer accepted agent's offer to consolidate duplicate profiles and work directly with Victoria going forward
Process friction
- customer had two separate profiles in the system (California and New York addresses) that needed to be consolidated
Value perception
Not explicitly stated. The customer asked about rebates and referral credits, suggesting price/value is a consideration, but expressed no direct comparison to other agencies or direct booking.
Customer behaviors
clarifying travel dates and group compositionrefining cabin preferencesasking about promotional incentives and how they applychecking product availability and tour lineupdeferring commitment pending updated quote and availability check
Closing technique
Attempt: soft Outcome: followup_scheduled Payment: none
Close language used:
- “I will reach out to them tomorrow morning so I can get the pricing and I'll send everything over to you and we'll talk again.”
- “I'll discuss that with A and K. And they'll be able to tell me where there might be more availability during that timeframe you're looking at.”
Signals the agent didn't act on:
- customer asked 'what does that do with the airfare?' regarding rebates but agent did not clarify whether rebates apply to the tour package only or if airfare is a separate charge/consideration
Topics & signals
| Topics | Australia and New Zealand tour pricinggroup travel planningcabin configuration optionscashback rebates and referral creditstour availability |
|---|---|
| Destinations | AustraliaNew Zealand |
| Cruise lines | Abercrombie & Kent |
| Buying signals | confirmed interest in September or October 2027 travelspecified cabin configuration preference (two doubles and a single) |
| Objections | uncertain about final group size for bookingconcerned about limited availability for dates wanted |
Analyzed 2026-08-06 23:20:24 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (4,301 chars)
Agent (Victoria Hill): Hi, is this Bert? Customer: Yeah. Speaking. Hi, hold on one, hold on, hold on a second. Agent (Victoria Hill): Victoria with publish travel. Customer: Okay, I'm back. Agent (Victoria Hill): Hi I'm just I'm calling in regards to the A. And K. The Aper. Chrome Kent, Australia, New Zealand that you had inquired about with our agency. Did you intend to request for September of this year? Customer: Right. Customer: No, was this would be 2027. Agent (Victoria Hill): Okay. Okay. Okay the quote was for 7th of September, 2026. So, you're wanting 27th of September. Okay. Customer: Probably September or October. Yeah, I would think. Agent (Victoria Hill): Okay. Okay. Alright and would this. Customer: I'm just not sure how many, how many people will be, you know, coming in the group. Agent (Victoria Hill): Sure, okay, yeah, I see that the number of guest was requested as five. So, are we wanting to try and do like two double rooms and a single or are we looking at a double, on a triple? Customer: This right? Customer: Probably that you're probably, probably maybe two doubles and a single. Yeah. Agent (Victoria Hill): Okay. Okay, and everybody has adults. Customer: Yes. Agent (Victoria Hill): Okay. Alright what I would like to do, I would like to reach out to AK when they reopen tomorrow morning and obtain this pricing for you and resend that, would that be okay? Customer: Sure, that'd be fine. Agent (Victoria Hill): Alright, well then, I will go ahead and work on this. I will send everything over via email and then I'll give you a call later on afternoon, and we can discuss any questions that you might have at this time or that time. Customer: What would be, yes, and I saw that there was some rebates that you were offering that what does that do with the airfare? Agent (Victoria Hill): That is correct. No, so with aber and can't we provide a five percent cashback rebate, it's a company check that we would send three to four weeks prior to your departure. And if the other guest were on their own reservation, then that would also qualify you for a referral credit. Referral credits are paid after everybody returns. Customer: Okay. Customer: Okay. Customer: Okay. Okay, so you'll send me, you send me a new quote. Agent (Victoria Hill): Yeah. Agent (Victoria Hill): I will reach out to them tomorrow morning so, like I can get the pricing and I'll send everything over to you and we'll talk again. Customer: Okay, what is your name? Agent (Victoria Hill): Victoria, we've worked with one another in the past, it's been some years but we've worked together. Customer: Victoria, okay. Customer: Yeah, I spoke to Mandy. I remember just recently. Agent (Victoria Hill): You did, yeah. You have well, in our system you had two different profiles. So we have a California address and then we also have a New York address. Are they both still yours? Customer: Well, California address is my daughter's. Agent (Victoria Hill): Okay. Okay, we have you, well your name is on the California address but then the other one is the New York town heights. Okay. Alright, yeah, so we went ahead and combined both of those profiles since I had worked with you in the past we just put it all under me. So again my contact information will be on all of the emails that I sent to you tomorrow. So please feel free to reach out to me directly. Customer: In New York? Customer: In the New York address, yes, that's where I am. Yeah. Customer: Okay. Customer: Okay, thanks, thank you. Agent (Victoria Hill): It has been my pleasure. Is there anything else that I can answer for you this evening? Customer: No, actually the question is, you know, see what they have available in terms of the cause I know there was some like, limited availability. I believe that Diri going at even going out a year from now. That's what sure, I think I show it online, limited availability. Agent (Victoria Hill): Okay. Agent (Victoria Hill): Well, I will just, I'll discuss that with A and K. And they'll be able to tell me where there might be more availability during that timeframe you're looking at. Customer: Okay. Alright, thank you. Agent (Victoria Hill): It is my pleasure. We'll talk again tomorrow. You enjoy the rest of your evening. Thank you Bart. Bye. Customer: Alright, thank you.