Tori Rice · Aug 7, 2026 · 2:35 PM
Inbound · 08:09 · Planner: Tyler Snow · +15128094243
“I haven't received a email with any information as far as, like, picking us up and so I just wanted to confirm that it was still set up because we're boarding a plane.”
Follow up with Tori Rice within 1 hour after this call (by ~1:15pm if call was around 12:15pm) to confirm receipt of the resent email and text, and to verify they have all details needed for the 3pm flight departure.
Full analysis
What happened
Tori Rice called Pavlus seeking confirmation of a shuttle transfer that agent Brianna had allegedly booked for their arrival at a hotel in Destin. The customer was concerned because they had not received confirmation email details and needed to know pickup instructions before boarding their plane (departing at 3pm). Agent Tyler Snow verified the booking existed, identified the issue (transfer instructions were embedded in a confirmation email link rather than as a standalone message), resent the information via both text screenshot and email, and set a timeline (5–10 minutes for email delivery). The call ended with the customer reassured and thanking the agent.
Emotional read
The customer started anxious and mildly frustrated about the missing email, with an urgent time pressure (plane boarding at 3pm). They were seeking reassurance that the shuttle was confirmed. By the end of the call, after the agent resent the information via text and email, the customer's tone shifted to relieved and satisfied.
Emotional arc through the call
Started anxious and frustrated about missing confirmation details with urgent time pressure; warmed and relieved after the agent confirmed the booking and resent information via multiple channels.
How customer sees Pavlus
- positive · customer thanked the agent for resending the information and praised the quick resolution
- negative · customer expressed frustration that the transfer instructions were not straightforward and had not arrived as expected in the first place
Process friction
- confirmation email with transfer instructions did not arrive or was not clearly accessible to the customer before the call
- transfer instructions are embedded in a confirmation email link rather than sent as straightforward standalone communication, creating confusion
Customer behaviors
calling to verify a prior booking due to missing confirmationexpressing time urgency ahead of flight departurerequesting resend of critical information via multiple channels (email and text)
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | airport transfer confirmationshuttle pickup logisticsemail delivery issuetransfer instructions |
|---|---|
| Destinations | Destin |
| Objections | had not received email with transfer pickup details before flight departure |
Analyzed 2026-08-07 14:45:36 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (3,173 chars)
Agent (Tyler Snow): I. Agent (Tyler Snow): Thank you for the line, Ravel travels, Tyler guest relations, how can I help you? Customer: Time. Customer: Hi, I was working with Brianna and she says that she booked a, a shuttle for our arrival at our hotel. But I haven't received a email with any information as far as, like, picking us up and so I just wanted to confirm that it was still set up because we're boarding a plane and they're going to be there at three. Agent (Tyler Snow): Okay, what's your last name? Customer: Rice. Customer: Approximately to for, for. Agent (Tyler Snow): And your first name? Customer: Al, based on the aircraft and I'll get back, we'll be air Destin, there is good cost of that. You'll be waiting the board right after group too for you. Customer: Customer 15 or. Customer: Front of you and all one item is the overhead. How many group are we going now? I think it's group two. Customer: Urn over you're carry-on that there'll be sideways. Yeah, yeah, it was supposed to be booked already and she said I received it. I received an email either from you guys or from another email but I haven't received anything. Agent (Tyler Snow): Okay. Sorry you said that she booked a man from the airport to the hotel. Agent (Tyler Snow): Okay, give me just one second, okay? Customer: Okay. Agent (Tyler Snow): Okay. Hello. I'm sorry. Customer: Hello, yes. Agent (Tyler Snow): Hi. Okay, you guys do have both round trip transfers. Looks like Rianna sent over to you a link to, like, to give you the transfer instructions. Did you look that over? Customer: Sorry, you said the email very soon. Agent (Tyler Snow): Yup I said that we Hons send you over an email with the transfer instructions. I can resend it to you if you'd like. Agent (Tyler Snow): Give me one second I'm trying to get it resent to you right now. Or I can, if you want me to, I can also text you a picture but you won't be able to text me back on that number which was easier for you. Customer: Good. Customer: Yeah, that'd be fine. I think Jo. Agent (Tyler Snow): To text you. Customer: Yeah, you can there, he just said I was supposed to get a email from booking as control. Agent (Tyler Snow): So you did it's on your it's how they did it, it's kind of weird it's literally, it's a link within your confirmation so that's the email and you have to click it would ring up the instructions if that makes sense. It's not straightforward but but if you did get it though it's a little it's around about. Customer: Okay, I. Customer: Oh, okay. Okay, if you can, yeah, you can resend it and then I'll put that. Agent (Tyler Snow): Yeah. Agent (Tyler Snow): Okay, I sent you a screenshot of what the instructions say. I just text it to your cellphone. Agent (Tyler Snow): Just so that you have that like for your immediate used and then I'll send it over to your email too. Customer: Okay, great. Agent (Tyler Snow): Alright. Alrighty, I'll go ahead and get that in the next five or ten minutes, okay? Customer: Yeah, they. Customer: Okay, thank you. Agent (Tyler Snow): Of course. My pleasure. Have a safe flight. And thank you for the referral. Customer: Alright, bye. Mm-hmm. Bye-bye.