LeAnne Carpenter · Nov 14, 2024 · 6:58 PM
Inbound · 14:46 · Planner: Rose Morrissey · +14174250718
Sentiment
positive (0.65)
Intent
ready_to_book
Trajectory
steady
“we were like the second room down and you could, and the people who are in the first room they said they constantly heard the walking”
Next best action
Within 24 hours, email LeAnne a complete itinerary with: (1) final per-person pricing for Standard E cabin + economy airfare + Budapest Intercontinental pre-extension + Prague Augustin premium post-extension; (2) confirmation that December 10 departure is confirmed available; (3) clarity on any extensions sold out or unavailable. Follow up by phone within 48 hours to confirm all details and collect payment authorization.
Within 24 hours, email LeAnne a complete itinerary with: (1) final per-person pricing for Standard E cabin + economy airfare + Budapest Intercontinental pre-extension + Prague Augustin premium post-extension; (2) confirmation that December 10 departure is confirmed available; (3) clarity on any extensions sold out or unavailable. Follow up by phone within 48 hours to confirm all details and collect payment authorization.
Full analysis
What happened
LeAnne called to book a Viking Danube River cruise (Christmas Delights, December 10, 2025) with friends already committed to the trip. She and Rose worked through cabin selection (Standard E, positioned away from stairwells due to prior noise issues), airfare pricing (economy at $799 vs. costlier premium options), and pre/post-cruise extensions. LeAnne ultimately chose the standard pre-extension to Budapest (Intercontinental hotel) and premium post-extension to Prague (Augustin hotel) after learning the premium Prague option was only $300 more. Rose committed to verifying availability on extensions, confirming final pricing, and sending a complete summary via email with a follow-up call. The booking is being held pending confirmation of these details.
Emotional read
LeAnne was warm and collaborative throughout, opening with friendly personal conversation about her husband's medical recoveries. She remained engaged and practical as the call progressed, asking detailed questions about cabins and extensions rather than expressing frustration. Her tone suggests she is a seasoned traveler (references prior river cruises) who is methodical but not rigid in decision-making.
Emotional arc through the call
LeAnne started warm and personable, maintained steady engagement through detailed technical discussions about cabins and pricing, and ended satisfied with next steps—no arc of tension or resolution, but consistent collaborative tone.
How customer sees Pavlus
- neutral · customer requested that Rose provide total pricing and next steps via email and follow-up call, implying trust in process but a need for documentation
- positive · customer seemed comfortable and familiar with Rose, opening the call saying 'am I really speaking to the one and only rose?' suggesting prior rapport
Process friction
- customer unable to locate December 10th departure on Viking website; had to be directed to click 'all dates' filter
- Rose initially quoted premium economy at ~$2,198 without having verified the exact fare beforehand
Value perception
LeAnne did not explicitly comment on Pavlus's value proposition versus booking direct. She seems to accept using a travel agent as standard practice, focusing her energy on securing the best cabin placement and managing costs across multiple options.
Customer behaviors
comparison-shopping airfare cabin classes to balance comfort and costleveraging prior river cruise experience to inform cabin positioning decisionsresearching hotel options independently (Googled distance between Budapest hotels)deferring final decision pending spouse approval and agent-provided total pricingtraveling as part of a group with friends, creating coordination dependencies
Topics & signals
| Topics | Viking River Cruise bookingCabin selection and positioningAirfare pricing and cabin class optionsPre- and post-cruise extensionsHotel options for extensionsGroup travel with friends |
|---|---|
| Destinations | DanubeBudapestPrague |
| Cruise lines | VikingViking River Cruises |
| Buying signals | confirmed traveling with spouse Mike and friends already booked on same cruisespecified preferred cabin type and location with detailed reasoningdecided on economy airfare class to manage costschose premium post-extension to Prague over standard optionasked agent to hold space and provide total pricing for final decision |
| Objections | concerned about cabin noise from stairwells and crew areas on river shipspremium economy at $2,198 per person too expensive vs economy at $799uncertain whether Budapest pre-extension is sold outhesitant to commit to premium pre-extension given 2x price difference over standard |
Analyzed 2026-05-23 19:44:05 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (12,379 chars)
Agent (Rose Morrissey): Hi Leon, this is rose. How are you? Customer: Oh, am I really speaking to the one in only rose? Yes, I didn't figure I'd get through well I already. We're doing good Mike just says a replacement a week ago but but he's doing pretty well with that. Agent (Rose Morrissey): How are you doing? How are you guys doing? Agent (Rose Morrissey): Uh-huh. Oh. Agent (Rose Morrissey): Oh, good, good, good. Did you get, did you get a titanium me? Customer: Yeah. Customer: I don't know what kind it is. Yeah, he says yes. Okay. He's hollering from the other room and he said yes. Agent (Rose Morrissey): Oh. Agent (Rose Morrissey): Oh, wow, then he's a biotic man. Customer: He, well, he's working on it cause he's gonna do another knee, and then he's got two hips that are in waiting in the wings. So, yeah, we're going to totally bionic here. Yeah. Agent (Rose Morrissey): Oh, my gosh. Agent (Rose Morrissey): Yes, yes. Yeah. Okay. So what I let's see for what do we have for you? Yeah. Customer: So what are we looking at? Well, okay. So we have some friends that have booked a Viking Danube December 10th next year. Agent (Rose Morrissey): Okay, December 10th uh-huh. Customer: Okay, it's and so we were looking and maybe going also with them and it's, oh, it's Daniel Christmas delights. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Christmas delay, and what kind of cabin are you looking at? Customer: Well, I'm thinking they're pretty, that's pretty full already and I was looking at their website and actually we like, the suan. Room just, just not the ones on either end, more in the middle than that would be, I think standard E. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Okay. Oh, okay. Okay, standard. So they have let me see did they have some available Dan. You. Customer: Well, a couple of days ago, they did, but I haven't. Agent (Rose Morrissey): Okay. Let me see, let, let me just check. Agent (Rose Morrissey): For 25, for twenty, yeah, 25. Customer: No, December. Yeah, December. 1025 right. Agent (Rose Morrissey): 2020 five, yeah, mm-hmm Christmas and the Daniel Christmas. Deli put a pass to pass. Do you want to go put a pass to pass or to put a pass? Customer: That's. Customer: It's app. It's, so it's the, it's the December 10th is the date. Agent (Rose Morrissey): Okay, and we're looking. Agent (Rose Morrissey): Okay, the best how I got it. Alright we'll go ahead then and get you the standard F-E which one? Customer: I think E. is in the middle, isn't it? Agent (Rose Morrissey): Okay. Yeah, but you're not gonna feel anything, you're going to be on the. Customer: Well, I know but, but when we were on the, on the last, the last one we did in river we were like the second room down and you could, and the people who are in the first room they said they constantly heard the walking and the people they said it was very noisy and Mike I can't hear you. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Mm-hmm. Customer: And I can't move, cause I lose reception. So, I mean, it was a little, we were a little noisy I think we were the second cabin from the stairway from the end of it? So so we decide we don't ever, really want to be in one of the first two cabins that from the stairways that go down. Does that make sense? Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Oh, okay, okay. Agent (Rose Morrissey): Okay. Got it. Yes, it does. Alright. So, let's look at the main deck. Okay. So I see the stairway so we want, yeah, standard, standard E. will be more towards the front and also. Customer: So. Agent (Rose Morrissey): Near the, I think that the front part of that ship is crew all the crews, that's their bunk right there in the front. Okay. Alright, I'll go ahead and grab that and then I'll email you folks confirmation and then we'll go from there. Customer: Okay. Customer: Okay. Customer: Oh, oh, well, okay. Customer: Alright, so, so we, cause we have some questions about doing the pre in the post and then there's the airfare and all do you have that listed at, at 3099. Agent (Rose Morrissey): Sure. Agent (Rose Morrissey): Oh, okay. Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): Let me see, let me see. Customer: And right now it says error is 799. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Yes, yes, I do but then pales travel that 3099. You are a past passenger of re of biking, I believe you'll get $100 off per person and then paa travel is gonna give you $200 off per person on that cruise. So, that's 3099. Agent (Rose Morrissey): So you're looking at 2799. Customer: Okay, oh, that's. Agent (Rose Morrissey): And your air, you're coming from Virginia. Yeah, 799 on the air for economy. Customer: Okay, alright so is it $5,000 more for a business. Agent (Rose Morrissey): Approximate Lear maybe less for business I'll get, do you want me to go ahead and. Customer: Oh. Customer: Our fit, no, our friends are, our friends are doing the are doing business. But I don't think it's quite worth that. I don't think it's that. Agent (Rose Morrissey): What? Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Why don't you do the pre, why don't you do premium economy? Customer: And what, and what is that fair? Agent (Rose Morrissey): I'm not sure what fair that would be. Customer: Okay. Agent (Rose Morrissey): Yeah, I'll double-check on that. Customer: Okay. Agent (Rose Morrissey): Okay. Customer: Alright alright, well we'd see. Agent (Rose Morrissey): So, this is what I'll do, do you want me to book a premium economy for you and get you the price for business class and see what that will be? Customer: Well, now I need to know what the price for premium economy is. How does it relate to the $799? Agent (Rose Morrissey): Oh, yeah. So I'm gonna say premium economy you're probably looking at $2,198 per person approximately. Okay, then we'll stick with the economy then. Customer: Yeah, well forget that. Customer: We'll stick with the economy. Yeah. Agent (Rose Morrissey): Okay. Alright. Alright we'll just get the exit row seats. Customer: If. Well, yeah, if it, well it doesn't, doesn't watch mc would have to do it Viking don't they, have, they have to book it but that they can't, they won't guarantee you any kind of specials type of seat. Agent (Rose Morrissey): Yeah, yeah, yeah. Agent (Rose Morrissey): Well, nobody for guarantees you the sees because the airline could always change the configuration of that aircraft. Yeah, yeah, mm-hmm. Customer: Right. Customer: Yeah, yeah. So alright, I mean, we'll try to, to get yes, we like and we like or L. seats but, alright. So, so now is it, do you, what do you know about their pre, when they're what now they're doing a premium one versus a standard pre extension and post? Do you know anything? Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Oh, the, you know, what the difference, the difference is. The hotel that they use mm-hmm yes. Customer: The hotel is fancier and there's a little, there is a little walking tour that goes along with the premium, as opposed to just being on your own with your, with the Viking person in the lobby. Agent (Rose Morrissey): Yes. Agent (Rose Morrissey): Mm-hmm it's just a little bit more. Yes, a personable for the and smaller group. Customer: Okay. So the boa pest. Customer: Yeah. Well, so I don't know if, I mean to the boot the pest one which is only two, it's two nights. I mean the premium is like twice the price of the, of the regular. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Exactly, yeah. That's it. It the, it's the hotel. What hotel are they using here? Yeah, it's the hotel. Customer: And. Customer: They're using they're using the they're using some. Agent (Rose Morrissey): Oh, four seasons, that's why. Yeah, yes, that's why the prices like that and whereas the. Customer: Four season Russom palace, okay. Well. Customer: Yeah, the other is. Intercontinental. Agent (Rose Morrissey): Oh, but inter continental you know what is right down by the river, beautiful location. Customer: Well, and they're only like five minutes apart, I googled to see how far apart the hotels were but. Agent (Rose Morrissey): Yeah, I state, I state at the inter continental. Not, not a, not bad at all. Customer: Yeah. Well, I don't know if it's available. I'm thinking it might be sold out so you'd have you can check we need to check on that but then I would kind of like the, I would kinda like to do the post prog. We've never been to prog and I didn't figure whether any other time we could go, would be to get the prog. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Okay, we can find out. Agent (Rose Morrissey): And that would be beautiful during Christmas. Customer: Okay. Yeah, and actually, I, and, and there's only $300 difference between the, their premium and there their regular. So, I'd go with the premium. Agent (Rose Morrissey): Yeah, I would do. Yeah. Agent (Rose Morrissey): I do the let's see, let's see what hotel they use for the regular one. Customer: The premium I think the regular I think oh, let's see. Is it one of them's art vo and one's. Augustin. Agent (Rose Morrissey): Oh, there is just saying. Customer: And I don't remember which is which. Customer: Let's see. Yeah, the premium. Oh, the premium is, the Augustin. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Oh, it's the August en. Yeah, that's a beautiful hotel. Heck. Why not you haven't been there? So you might as well do it. Yeah. Customer: Right. Agent (Rose Morrissey): Because not too many cruise, you know, the cruise ships don't go there, it's the river boats and the, and the tour, you know, land tours that going me for, yes. Customer: That's my thought. Customer: Right. Customer: Well, well it, they're not. I was gonna say they're not on the, they're not on water. So it's always, you have to get there by bus, so. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Here's another 14 nights in Muick and look at that. Customer: I, well, I know I looked at that too but but they don't, on, on the Vikings website, they don't put a price there. So I figured maybe it was sold out. Agent (Rose Morrissey): No. Agent (Rose Morrissey): Oh, I'll find out, I'll find out. Customer: Okay. Agent (Rose Morrissey): Have you been to or Muni no. Customer: I have been to both. Mike has not been to Muni but I know it's really is like, oh, I want to do both frog and, but that's not an option. But I, I'm thinking maybe prog more because we may not get the there. Agent (Rose Morrissey): Oh, okay. Agent (Rose Morrissey): Yeah, yeah, no. Agent (Rose Morrissey): Yeah, I would do prog. Customer: So, so I, I'm looking at more prog premium rather than a regular. Okay. Agent (Rose Morrissey): It's beautiful. Agent (Rose Morrissey): Mm-hmm. Okay. Agent (Rose Morrissey): Okay, anything else? Yeah, I will hold this space for you and then get back to you. Customer: Alright, so can you well? Customer: And, and, and see what we see what our total is and what else we need to, what do we need to do or how do we change? So, okay, actually, I was want, so I was wondering, alright, so, if I looked at, oh. Agent (Rose Morrissey): Take. Agent (Rose Morrissey): Yup. Yup. Yeah. Okay. Customer: Let's see where is, okay, I'm not seeing the December 10th on their Christmas delights. It was bodes, I'm not seeing December town listed. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): No, the tenth is listed. You just got to hit the where it is. I am on biking as well. You just have to click on all dates. Customer: Okay, I, I'm on, I'm on biking. Customer: Okay. Customer: Okay. Alright, well I'll let you do and you can let us know which what way cause it's showing December 9th, no boa pest to that. Okay, well I thought I had it but then now it's not there. So, alright. Agent (Rose Morrissey): It's there. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): No, you got December 10th, you got December 10th, yeah. Agent (Rose Morrissey): It. Alright, let me give them a quick call and then make the reservations and I'll email it with a follow up with a call to you. Customer: Okay. Customer: Alright, alright, good. Sounds good. Alright, bye. Agent (Rose Morrissey): Okay. Thank you. Talk to you later. Bye-bye.