Mary Fuller · Mar 31, 2025 · 7:11 PM
Inbound · 15:41 · Planner: Rose Morrissey · +12393154141
Sentiment
positive (0.75)
Intent
rebooking
Trajectory
steady
“I'll just trust her around this one and go with it. I think it looks fine.”
Next best action
Email Mary by end of next week confirming that the missing $845 referral check for the Norman day–Brittany trip is being sent out, and confirm all three flight itineraries are intact before her April 15th departure date.
Email Mary by end of next week confirming that the missing $845 referral check for the Norman day–Brittany trip is being sent out, and confirm all three flight itineraries are intact before her April 15th departure date.
Full analysis
What happened
Mary called to confirm details of an upcoming Tauck trip, specifically to review hotel selection, room type, and itinerary logistics. She had researched the new hotel online and approved the deluxe cave room, though she noted price confusion and wanted confirmation on breakfast inclusion. Rose and Mary discussed a prior email exchange about a room-type change (cave suites vs. cave resort) and clarified that airfare inclusion was correct. Mary noted she hadn't received one of three expected referral checks despite the middle trip being paid in full, and Rose committed to checking on it and emailing by the following week. Mary also agreed to send a passport photo page via text so airfare could be finalized. The call ended with Rose offering to review all flights before Mary's April 15th departure to ensure nothing was out of order.
Emotional read
Mary is engaged and collaborative, sharing detailed anecdotes from prior Tauck trips with warmth and humor. She displayed mild frustration around the hotel name change and missing referral check, but framed both as minor administrative issues rather than serious concerns. Her tone remained upbeat and joking throughout, particularly when recounting the Switzerland room debacle and her encouragement of Rose to have her take photos.
Emotional arc through the call
Mary remained consistently warm and collaborative throughout, with only brief moments of clarification-seeking around the hotel name change and missing check; her humor and storytelling kept the tone light despite administrative questions.
How customer sees Pavlus
- positive · Mary is actively referring friends and family to Pavlus and received multiple referral checks, indicating satisfaction with past bookings and enough confidence to recommend the agency
- neutral · Mary received business cards and referral information from Pavlus but commented humorously that she has 'enough business cards to business card the world,' suggesting either strong promotion or oversupply
- neutral · Mary trusts her planner's hotel and room recommendations despite doing her own online research: 'I'll just trust her around this one and go with it'
Process friction
- missing referral check for one of three paid-in-full trips despite other checks arriving
- email and confirmation communication about room-type change (cave suites vs. cave resort) required clarification on call
Value perception
Mary has strong loyalty to Tauck and Pavlus, evidenced by booking three consecutive trips and actively referring others. She implied value through the referral checks received and stated 'I've also spent lots of money,' accepting that high spend and referral volume go hand in hand.
Customer behaviors
conducting independent hotel and room research online before committingleveraging prior Tauck experience to set expectations and troubleshoot room layoutsactively referring friends and family for commissionsmanaging three concurrent multi-week Tauck trips with back-to-back schedulingproactively flagging administrative loose ends (missing check, passport docs) before departure
Topics & signals
| Topics | hotel room selection and preferencescave resort vs. cave suites confirmationpassport documentation for airfarereferral check statusmulti-trip itinerary coordinationprior travel experience with Tauck |
|---|---|
| Destinations | AmsterdamParisMonacoNormandyBelgiumSwitzerlandFrance |
| Cruise lines | Tauck |
| Buying signals | confirmed acceptance of deluxe cave room at new hotelcommitted to sending passport photo page via text or emailagreed to proceed with three back-to-back trips totaling six weeksactively planning next year trips post-May 30th returnreceiving and cashing multiple referral checks from Pavlus |
| Objections | unsure whether breakfast was included at new hotelconcerned about room layout with excessive stairs after prior Swiss experiencewanted confirmation that cave suites, not cave resort, was bookedmissing referral check for middle trip despite payment in full |
Analyzed 2026-05-27 02:37:08 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (15,162 chars)
Agent (Rose Morrissey): This is rose. How may I help you? Customer: Hi rose, it's Mary. Fleer here. Agent (Rose Morrissey): Oh, good, good, good, good. I was like hello. Hello. Anyways. Did you see that hotel? Customer: Oh, hello yes I did look at it. It looks quite interesting you know it's, you know, I was looking at it in relation to, it's close to that original hotel that Argus hotel, it's a, I think it was a, I think it's about twelve miles out. But the hotel looks fine and if she can get a delux room. Agent (Rose Morrissey): I know so. Agent (Rose Morrissey): Oh, okay. Agent (Rose Morrissey): Mm-hmm. Okay. Customer: On the prices of the prices of that hotel. From what I could tell online where I'm higher. So you know, that must mean it better. Agent (Rose Morrissey): I just love that you know, when you click on it to go look at it boy. Beautiful! Customer: Yes. Customer: I know. And you know, I click-through all of the pictures and that sort of thing. The photo gay. So, anyway, you know I think it looks fine. I, at this point I think that you know, I'll just trust her around this one and go with it. Oh, she did, oh. Agent (Rose Morrissey): Very. Agent (Rose Morrissey): Oh, my god. Yeah. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Yeah. Oh, she used to live there. Agent (Rose Morrissey): Yeah, the girl from A-N-K. Yeah, let me still live there so so it was like, oh, my gosh. Okay. This looks very fancy. Okay, yeah. Customer: A-N-K. Customer: Oh, I'll be darn. Okay. Customer: Yeah, so you know, it looks fine and, and looking, I'm assuming breakfast is included. There was, I looked at their website and there were some that you could do a breakfast included others that wasn't included blah, blah, blah. But I, let's just trust her. Agent (Rose Morrissey): Oh, yes. Agent (Rose Morrissey): Okay, okay. Isn't that beautiful? I just love the brick. Customer: I think. Customer: Oh, I do too. You know, I, I'm thinking okay, good. The chances of I think it had about 25 rooms or some such that were delux K. Rooms or whatever. So you know it looks fine. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Oh, my gosh. I love the picture. That's, oh, oh, okay. You got to have to take some pictures and send it to me. Customer: So. Customer: When? Customer: Oh, definitely, definitely. I'll take a picture of the room that I happened to get and I, you know, I, I'm hoping it's not one of those rooms that has all the steers to get down to the bathroom. Agent (Rose Morrissey): Yes, yeah, yeah. Agent (Rose Morrissey): Oh, no. I hope not, I hope not. Customer: Yeah. I had one of those in Switzerland with tauck you came in the front door and two year left you went down about five stairs to the bedroom and then on the same and then he had to go back up those five stores because the bathroom was on by the front door and then then you could go up another eight steps and turn left for another three or four steps and you got up to the sitting area with the chairs and the TV. Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Mm-hmm. Oh, my goodness. Agent (Rose Morrissey): Oh my goodness, oh my goodness. I hope it's not gonna be like that. I hope not. Oh. Customer: Yeah, that I mean I survived that I did break a nail going to the bathroom one night because I grabbed the hand rose. Yeah, and it was funny I invited a bunch of the other single girls to come and look at my room and they're going, oh, my god. And so they told Arman who was the top guide, you know. Oh, my god Mary got this room and she's paying single supplement she gets rooms with stairs all over room. Agent (Rose Morrissey): Oh, no. Oh, no. Oh, my god. Oh. Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): Yeah. Customer: And here she is paying more than we are for our a sharing a room. And so we got, we got to vos and Switzerland I think the next stop and I had, Arman had upgraded me to a suite that had three balconies and one balcony had two Shas lounges and a table and chairs and one was off the bathroom. I mean it was lovely. Agent (Rose Morrissey): Oh, my gosh. Agent (Rose Morrissey): Oh, awesome. Oh, my god. Yeah, so, I'll to her. Well, what kind of room you're gonna give her? I mean, delux room look at that. Did you see the delux room? Did she say deluxe? Okay. Customer: So. Customer: Well she's, yes, yes she's then she say locks. Agent (Rose Morrissey): Yeah, in a deluxe cave. Customer: Yes, a dox room. Yeah, which is what I wanted was a cave room and. Agent (Rose Morrissey): Oh, oh, my god. Yeah, yeah, so you're going to get a cave room. Customer: Yes. So if you, if you go to the rooms but anyway whatever it is, it'll be fine I'm not gonna about it. Agent (Rose Morrissey): Oh, my goodness. Nice. It's a nice room, it's big Ju, it looks big. Customer: I just looks, it looks, yeah it does look like a big hotel. You know, it has a spa, a pool and all that good stuff but, you know, there isn't, that's fine. I think it even said somewhere they do laundry for you to send it out. So it yeah, it'll be fine. It will be fine. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): There you go. Yeah, send out. Yeah. Agent (Rose Morrissey): Maybe you're gonna be there. What? Four nights or five nights. Four nights. Customer: Well, four nights, but the first night I get there, I'm. Agent (Rose Morrissey): Yeah, four nights so you'll have time. So when you get there, just make sure the second night but your second day laundry, yeah, yeah, yeah, oh, my goodness, it's been. Yeah, this room looks big this delux room. Customer: Yeah. No, I don't need to do laundry. This will be the beginning of the trip. Customer: So, that's not a problem. Yeah, I think they do look big and it's fine. It doesn't make that much difference to me as long as it's safe and comfortable. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Yeah. Yeah. Well, I don't think anybody's gonna come through the walls. There are they. Customer: And I think it will be. Customer: I don't think so. I don't think so. Agent (Rose Morrissey): So you just better make sure you lock the front door. Customer: I know that is the truth. So, you know, I looked at they're all types of different deluxe rooms but it'll be fine. Don't worry about it. You can just tell her that would work. Agent (Rose Morrissey): Oh, my goodness. Agent (Rose Morrissey): Okay, alright, I'll let her know. Thank you so much, okay? Customer: Okay. Yeah. Did you get my email I sent you? Probably got it this morning. I think I sent it Saturday or Sunday. About the fact that she had changed it when she wrote the last letter. Just what was, oh, why you were gonna ask for Kave. Suites and she got the caver resort. Agent (Rose Morrissey): Okay. Customer: Instead but. Agent (Rose Morrissey): Oh, no. Oh, I see. Yeah, she changed it. What did she say in her email this morning? Agent (Rose Morrissey): What was that? Because I told her that you wanted to go to the. Customer: Cave sweets. Yeah, and then she did. She wrote back and said cave resort. So I guess all this room stuff has been changed because it will be the, this new hotel. Agent (Rose Morrissey): The cave suites. Yeah. Agent (Rose Morrissey): Yeah, it will be this new hotel. Okay. Customer: Okay. And then my other, my other concern was she didn't write it but she did write it in a previous email that included the error from Caposia the eastern. Bol okay. Alright. Agent (Rose Morrissey): Yes, it does, it does and I think it's in your confirmation, it does include that air mm-hmm. Customer: Yeah. Yeah, there is one of her bullet said air. I didn't know if maybe she changed that. Okay. Agent (Rose Morrissey): Yeah, mm-hmm oh, no, no, no, no, because her and I talked about that mm-hmm. Customer: Okay. And there's something about pat, the A-N-K needs a copy of my passport. Agent (Rose Morrissey): I don't think I have a your passport? I have passport numbers for you but not. Customer: Yeah. Customer: And, and some of the information that came through it said that with A-N-K that they needed a photo copy of the page that has my picture and my information. Agent (Rose Morrissey): Yeah, I don't have any. Agent (Rose Morrissey): Information. Yup, mm-hmm that's all we need if you want to you know, take a picture and email it to me and then I'll just forward it on to him. Customer: Okay. Customer: I will do it actually. I'll probably text it to you. Is that our would you prefer email? Okay, okay, okay. I will do that. Agent (Rose Morrissey): That's fine, doesn't matter mm-hmm cause I can just pull it and then I got some. Okay, I'm looking at your email here. Cute included economy air. Yeah, cap to assemble, yes. Customer: Yeah. Agent (Rose Morrissey): I know that hotel, other hotel. Oh, okay. Well, that's not a problem. We got a different hotel now. Customer: Yeah, that's fine. Yes, get rid of that, okay, alright. Well, I will send you a copy of my photo page in my passport. Agent (Rose Morrissey): Okay. Alright, alright. Agent (Rose Morrissey): Okay, thank you. Customer: Because some, something I read said that they would not be able to do deal with airfare until they had that which is fine. I don't mind doing airfare later. Agent (Rose Morrissey): What? That's right. They need the passport information to issue the ticket. Yes. Okay. Customer: Yes, okay. Customer: Alright, I think we're done one other thing, I got checks from paths. Agent (Rose Morrissey): You did. Customer: Yeah, I had a nice little envelope with your business cards in it and I got a check for my first, you know, I'm doing three trips here for the first trip which is a, and Amsterdam that one and then I got a check for the RPS which is Paris down to Mona Carlo that ship both of the ships. I got checks for. Agent (Rose Morrissey): Wow. Agent (Rose Morrissey): Mm-hmm. Mm-hmm. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Okay, good. Good. I see, yeah. Customer: But I didn't get one, I didn't get one for the middle trip which was the Paris all the way around to Norman day and that. Agent (Rose Morrissey): Which one? Agent (Rose Morrissey): Where? Why not, this is April, 27th April 27th. Customer: Yeah, I don't know. Agent (Rose Morrissey): And that's paid in full. So, you know, the, you know what that check will come to you. I'm gonna see if they can send it out early for you because you're leaving. Customer: Oh, it well, that's okay. Yeah, I got these two I'm thinking wanted I get them so early. Agent (Rose Morrissey): And then one to, so, I bet you that one is gonna come out to you this Friday. Let me check with my, my, my down mm-hmm and then because that check is going to be how much. Let's see. Customer: Okay. Yeah, this Friday is fine, yeah, it's not a big deal. Agent (Rose Morrissey): $845 Bo, you got lots of checks. We like to hear that. Customer: Oh, well, that helps well, I, yeah, but I've also, I've also spent lots of money. Agent (Rose Morrissey): Yes you have, but thank you for the referrals. Customer: Okay, you got it. I keep referring, I've got it. I have enough, I have enough of your business cards to business card the world. Agent (Rose Morrissey): I marry. Agent (Rose Morrissey): Mary, just what do you call it? If you get sick of me say referrals, I have to say the word referrals on the phone. Customer: Okay, okay, yes. Agent (Rose Morrissey): Just kinda like, okay, rose I hear what you're saying. Okay, alright, thank you very much! Customer: That's it, that's it. Whatever. Alright. Customer: Okay, well thanks a bunch. Take care and. Agent (Rose Morrissey): And I'll double-check, I think I'll double-check with the, it should come out, it should go out next week Monday but I'll double-check with her and then I'll send you an email, I'll send you an email, okay? Customer: Oh, that's alright. Yeah, yeah, I just wanted to make sure it didn't get lost in the mail. Agent (Rose Morrissey): No, no, no, no, no, we shouldn't. Customer: Okay. Alright. Agent (Rose Morrissey): Oh, my goodness. So you got the French. Customer: Yes. Agent (Rose Morrissey): Cause that one and then you got the Belgium in a Hallen, that one was split between you and well one for year one for Judy. Yeah, and then so you didn't get. Customer: Yes. Customer: And Judy, yeah. Customer: The one I didn't get was trip, the trip in between those two. Agent (Rose Morrissey): Yeah, Norman day and Britney. Okay, I'll check with her, I'll email you. Customer: Yeah. Okay. Well yeah, that's okay. I'm sure it'll get here but I just wanted you to be aware of it. Agent (Rose Morrissey): Wow. Can you believe that you're getting, you're getting all these trips knocked out and then when, okay, okay. The tailor made is in September. Okay, holy. Customer: I know it. Customer: Oh, yeah, that's September. Agent (Rose Morrissey): Mm-hmm okay. Alright. Yeah. Customer: So I'll have some time to recover. Agent (Rose Morrissey): After you, after, after being in France for how many days, how are you going to be going, like three weeks or four weeks? Customer: Yeah. Customer: And we're, no, it's gonna be six weeks total. Agent (Rose Morrissey): My gosh you have you. Customer: Cause I have three back to back to back two trips. Agent (Rose Morrissey): Yeah, your golfing group is gonna miss you. Customer: Oh, I know, that's okay. Tomorrow, tomorrow tomorrow's closing day for golf around here and then, then everybody a lot of people leave and go north, so it's nice and quiet in the summer and I enjoy it and I'm trying to think if there's somewhere else, I'm going, I need to start looking at next year. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Oh, that's good. Okay. Agent (Rose Morrissey): 26, oh, yeah, you don't. Yeah, we don't have anything for 26. Customer: Yeah. Customer: Not yet, when I, when I get back May 30th or whatever the day is I come back I'll be looking at 26. Agent (Rose Morrissey): Not yet. Agent (Rose Morrissey): Okay. Okay they've got some new stuff, look at the new tours that they got for 26. Customer: I know I just I got a new 26, catalog from. Yeah, it was. Agent (Rose Morrissey): Oh, good for top. Can't believe how tauck is moving forward with every year faster, faster. Customer: I know it well the date that to get the free night or whatever is like July 31st or whatever again this one is just global journeys and safaris which is small ships and all that good stuff so, yeah, so, so we'll see what comes. Oh, I will alright, well thanks, thanks rose on maybe we'll talk before I leave on April 15th or maybe we want. Agent (Rose Morrissey): Right. Agent (Rose Morrissey): Oh, nice. Okay. Okay. Alright, well let me know. Yeah. Agent (Rose Morrissey): Thank you so much. Yeah, take care. Agent (Rose Morrissey): Well, let me, let me, yeah, let's talk to because let's look at your flights to make sure they're all intact that they're not all over the place, you know what I mean? Mm-hmm mm-hmm, okay. Alright, talk to you later. Thank you. Bye-bye. Customer: Oh, yes. Okay. Alright, sounds good. Okay, well take care. Alright. Alright bye-bye.