Hahn Pual · Dec 23, 2023 · 4:55 PM
Inbound · 12:57 · Planner: Mandy Mac Mullin · +17279371448
Sentiment
positive (0.65)
Intent
ready_to_book
Trajectory
improved
“This doesn't seem right for some reason 75 percent of that cruise rate would be $5,054, right?”
Next best action
Send confirmation email to customer and cc Susan (her primary contact) with final booking details, deposit confirmation ($1,520 due by December 30th), final payment amount and date (September 1st), and onboard credit amount ($1,075–$1,175) available for use. Confirm receipt of the promotion pricing and insurance coverage before December 30th hold deadline.
Send confirmation email to customer and cc Susan (her primary contact) with final booking details, deposit confirmation ($1,520 due by December 30th), final payment amount and date (September 1st), and onboard credit amount ($1,075–$1,175) available for use. Confirm receipt of the promotion pricing and insurance coverage before December 30th hold deadline.
Full analysis
What happened
Hahn called inbound after receiving a Celebrity Cruises email about a 75% off second-person promotion ending Monday. She wanted to book a November 30th departure from Tampa in Sky suite 6124 with her husband. Agent Mandy pulled up pricing, applied the promotion and military discount eligibility, added Cruise Care insurance, and quoted a total of $1,706,992 with $1,520 nonrefundable deposit due by December 30th. Customer questioned the 75% discount math and pricing differences versus her existing March booking; agent walked through the per-person pricing model. Customer then asked about refundable vs nonrefundable deposit options; agent explained refundable would nearly double the total cost. Customer agreed to proceed with nonrefundable deposit on file Visa ending 0601 and asked Mandy to copy Susan (her original contact) on confirmation details.
Emotional read
Customer started transactional and slightly skeptical about pricing, wanting to verify the math on the 75% discount promotion. Warmed noticeably after agent clarified the pricing structure and confirmed the nonrefundable deposit was the better value than the military discount. Ended the call gracious and appreciative, using seasonal pleasantries.
Emotional arc through the call
Customer began cautious and somewhat skeptical about pricing calculations, but warmed up after agent clearly explained the nonrefundable vs refundable deposit trade-off and confirmed the promotion details, ending the call appreciative and ready to commit.
How customer sees Pavlus
- positive · Customer requested that her original contact Susan be copied on the booking details, showing trust and preference to maintain continuity
- neutral · Customer mentioned Susan is on vacation, implying awareness of Pavlus staffing but matter-of-fact acceptance of speaking with another agent
Value perception
Customer did not explicitly state a view on Pavlus's value versus booking direct or elsewhere. However, she received the Celebrity email directly and chose to call Pavlus rather than book the promotion herself, suggesting she sees value in agency assistance with pricing, discounts, and payment coordination.
Customer behaviors
Acting on time-sensitive promotional emailAsking detailed pricing verification questionsComparing current booking against prior March bookingDeferring final commitment until deposit mechanics clarifiedRequesting continuity with original planner via email copy
Topics & signals
| Topics | Celebrity Cruises promotionSky suite cabin selectionOnboard credit vs cash backMilitary discount eligibilityCruise insurance (Cruise Care)Deposit vs refundable deposit optionsPricing transparency and calculations |
|---|---|
| Destinations | Tampa |
| Cruise lines | Celebrity Cruises |
| Buying signals | Specified exact cabin number 6124 desiredChose onboard credit over cash back optionConfirmed existing Visa on file for deposit chargeInstructed agent to proceed with non-refundable deposit immediately |
| Objections | Concerned about pricing accuracy, wanted to verify 75% off calculationQuestioned difference in cost between March booking and November booking |
Analyzed 2026-05-27 17:35:47 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (9,042 chars)
Agent (Mandy Mac Mullin): Hi, this is Mandy with Pablo travel, how can I assist you today? Customer: Hi, my name is Leen Han Susan vendor is our contact there but I know she's on vacation so I just got an email from celebrity cruises and they were having a sale 75 percent off second person in cabin that ends Mondays day. So, I was wondering if somebody can book this for me. Agent (Mandy Mac Mullin): I'd be happy to help. What, what's the date that we're looking at? Customer: November 30th, 2024 out of Tampa, it's celebrity. Agent (Mandy Mac Mullin): Okay, give me just a second, so. Agent (Mandy Mac Mullin): Looks like you're going on the right our early in the eight years. Okay, great. Customer: Yes. Customer: Yeah, we just cruise around. Customer: Doesn't matter where we go. Agent (Mandy Mac Mullin): So is that, so it's, well anyway, how do you like the collation since you've been on a multiple times? You must like it? Okay. Customer: It's okay. I'm quite used to prince this mostly so we live in the Tampa area just decided to try decide of Tampa so that was wonderful that part but it was, it was nice enough I just you know I'm used to print this so. Agent (Mandy Mac Mullin): I understand. I'm just getting your celebrity number. So it'll be just a second, just in case they're having a, you know, bonus for being repeat the lower price. Customer: Okay. Customer: Yeah. Agent (Mandy Mac Mullin): C., well, yeah. Agent (Mandy Mac Mullin): And what type of room are we looking for? Customer: Sky suite, and I have the room, cabin number 6124. Is what I want. Agent (Mandy Mac Mullin): 6124 great. Agent (Mandy Mac Mullin): And did you want to include any pops with that or did you just want the cruise only? Customer: And apparently it includes a WiFi and premium drinks. What, I, yeah. Agent (Mandy Mac Mullin): I just whether you wanted to, you know, okay, let's see. Customer: So my husband should have a military discount. Customer: I think they do that. Agent (Mandy Mac Mullin): Let me see. Agent (Mandy Mac Mullin): That dates giving a military discount now. Agent (Mandy Mac Mullin): They are lovely. Okay. Agent (Mandy Mac Mullin): They are offering a military discount, but the nonrefundable deposit is a much better price than the military discount. Customer: Oh, okay. What is the non refundable price? Agent (Mandy Mac Mullin): So, the total for the two of you including all taxes and fees for the sky suite would be 150-8492 and then from tablet you would get let's see. Agent (Mandy Mac Mullin): You could choose from either onboard credit or, or cash back and it would be. Agent (Mandy Mac Mullin): 1075 dot $1,175. Customer: Okay, so probably that would just about cover the ties we that that's not included I assume I think I yeah. Okay. We'll take the onboard credit custom we can use it for the right. Agent (Mandy Mac Mullin): Correct duties and not included mm-hmm. Agent (Mandy Mac Mullin): Yes. Yes. You can. Absolutely. So, you said 6124 is the room that you liked the be. Customer: Okay. Customer: Yeah. Agent (Mandy Mac Mullin): There it is. Agent (Mandy Mac Mullin): En. Agent (Mandy Mac Mullin): I'm not gonna add them because you're gonna want to use the board credit that you get from publish travel but the are 276 just, just so you know. Customer: 27276 what a day or that was $276. Agent (Mandy Mac Mullin): Mm-hmm, yeah. Agent (Mandy Mac Mullin): No, no, that's total total for two for Rus, uh-huh yeah. Customer: Seriously. That'd be much more than. Agent (Mandy Mac Mullin): Yeah, well it's a twelve cruise it's usually like you know. Agent (Mandy Mac Mullin): Like, $18 a day times to eight. Agent (Mandy Mac Mullin): You only $276 you're right. That's load should be $400 and something. Customer: That makes more sense. Okay. Customer: Yeah, I. Agent (Mandy Mac Mullin): Yeah, oh, you know what the 276 is per person that's what it is. So it'll be times 22 that makes sense. Sorry about that. I apologize but I just wanted to. Customer: Okay, okay. Customer: No problem. But we would get the remainder back anyhow, right? Agent (Mandy Mac Mullin): It is a refundable on cred credit so that if you don't spend it on drinks or, or whatever in addition to then you would get that money back. Customer: Yeah. Customer: Yeah. Okay, that's fine and that price you gave me was that, what's the $75 off, the second person? Agent (Mandy Mac Mullin): Yes. Customer: Okay. And then, then we want insurance also. Agent (Mandy Mac Mullin): Okay. So the cruise care. Agent (Mandy Mac Mullin): It's $1,688 total for two. Customer: Okay, okay. Agent (Mandy Mac Mullin): So that would bring the new total make sure I it. Agent (Mandy Mac Mullin): Client. Agent (Mandy Mac Mullin): Here we go. 170-6992. Customer: Okay. Just something I'm looking at the one that we have for March and the total there is 16130 I just wonder what the differences really. Cause we had the, acu have the cusk. Suite for that one and it's more expensive than the sky suite. Agent (Mandy Mac Mullin): And it's still at twelve days steam length, I mean, the, yeah, I don't, I don't know but I mean that is the best promotion available. I looked at all of the different promotions and they did give a military savings of $100 per person on that. Customer: Yeah, very same, cri. Customer: Mm-hmm. Okay. Agent (Mandy Mac Mullin): Could just be that it's price more expensive because of the, you know, number of rooms that are sold on the date or whatever. I pricing various per cruise so it's hard for me to say but if, but if you'd like I can put it on hold, the deposit amount is $1,520, it'll hold till December 30th and then final payments not till September 1st of next year. Customer: Yeah, okay. Customer: Okay. You know, I not to be labor at this point but I taking $75 off. Wait a minute. Customer: This doesn't seem for some reason 75 percent of that cruise rate would be $5,054, right? Agent (Mandy Mac Mullin): So, the rate for the first person with the cruise care and everything and it is 130-0559 the rate for the second uh-huh that's like the regular price, right? And then for the second person, they get a savings of $8,805 for being 75 percent off. Customer: Yes. Customer: For the first, okay. Customer: Okay, so what I was, what I was looking at was the reduced rate already. Because when I looked at it said per person $7,663 I see now they already have that reduced straight factored in I'm guessing. Agent (Mandy Mac Mullin): Yeah, they just, they did it per person as opposed to giving it the price for the first person and then the savings for the second person. You know what I'm saying. Yeah, mm-hmm. Customer: Yeah. Customer: Yeah. Okay, I got it. I got it. Okay. Alright. So, yeah, we'll put on the deposit and that's fine. Agent (Mandy Mac Mullin): Great and then the, so, just so you know this rate is the non refundable deposit. So you can change the date up until final payment. There would be $100 fee per person for doing that. If you were to cancel the cruise completely then you would, that deposit is nonrefundable. Customer: Okay, so what if we use a refundable deposit then. Agent (Mandy Mac Mullin): Yeah, if we did refundable deposit instead, second. Agent (Mandy Mac Mullin): I know it's far away, and I know $1,500 kind of a lot of money, so, I just wanted to make sure that let's see if we went with the. Agent (Mandy Mac Mullin): Generally the price goes up so much that it's not with the amount of money that you pay for the deposit. Yeah, cause the total would go up to $2.00062 million so it's double the amount of your deposit. Yeah. Okay. Customer: Really. Customer: Okay, well, we'll just go with the, yeah, we'll just go with that. Agent (Mandy Mac Mullin): Perfect. Alright, well then, I will go ahead and put this on hold. Now I have a visa on file that ends in 0601 is that what you would like to use for the deposit? Perfect, alright, well then, I will take care of putting this on hold and doing that deposit and I will copy season on all the information so that she's aware of what we've done today. Customer: That's right. Yes, yes. Correct. Customer: Okay, great. Do then, do I have to confirm this or when it, when it, the time is up, it'll just go through, anyhow, you're saying it's on hold until. Agent (Mandy Mac Mullin): So when, well no, I if, I based the deposit is confirmed if you want to go ahead with the deposit and then we of course would use your same credit card that you have on file for final payment when that time rolled around unless you provided a different forma. Customer: Okay. Customer: Yeah, no-go ahead and just put on, go ahead and do the deposit. Agent (Mandy Mac Mullin): Wonderful. Okay, great. I will take care of putting this on hold and, and doing the deposit and confirming it and I'll get those confirmations off to you. Customer: Okay, thank you very much, I appreciate it. Okay, thanks. You too. Merry Christmas. Bye-bye. Agent (Mandy Mac Mullin): Oh, my pleasure. You have a great day. Agent (Mandy Mac Mullin): You too bye-bye.