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Kevin Rose · May 22, 2025 ยท 5:51 PM

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Outbound · 12:54 · Planner: Pam Chavez · +17752246283

Sentiment
positive (0.70)
Intent
ready_to_book
Trajectory
steady
“If you're going to go to Africa, you may as well go first-class, you know what I mean?”
Next best action
Call Tauck immediately to secure the September 11th classic group departure (13 guests max, $13,990pp) with $769 insurance per person, confirm gift-of-time promotion terms, and obtain formal quote. Simultaneously research business-class roundtrip airfare Houston-Johannesburg-Cape Town-Houston for October 29-November 2 window at approximately $7,000-$8,000 per person based on sister's booking precedent.
Full analysis
What happened

Kevin called Pam to discuss booking a Tauck South Africa Elegant Adventure safari in September 2026, partially inspired by his sister's upcoming October 2025 African trip. Pam shared details about other clients' bookings including business-class airfare deals and a Dubai stopover with Kensington tours. Kevin wanted to confirm pricing ($13,990 for September 11th classic group tour), verify group size didn't mean cramped safari vehicles, and understand insurance options ($769/person, cancel-for-any-reason). He committed to booking the September 11th safari with insurance, and asked Pam to research business-class airfare pricing and secure a quote. The call ended with clear next steps: Pam will finalize the booking and provide airfare options for October 30th return.

Emotional read

Kevin is enthusiastic and collaborative throughout, using casual language and frequent cursing to express excitement and mild frustration about pricing. He's confident in his travel preferences and knowledgeable about the industry (aware of Tauck discounts, comparing direct airline pricing). His tone is warm and familiar with Pam, suggesting an established relationship. He remains engaged and solution-focused despite some information confusion early in the call.

Emotional arc through the call

Kevin started focused and transactional, became warmer and more collaborative as Pam shared examples of similar bookings her sister was taking, then remained enthusiastically engaged through pricing negotiations and booking logistics.

How customer sees Pavlus
  • positive · acknowledged Pam's familiarity with multiple client bookings and ability to package deals, saying 'you've got so many bookings with us'
  • positive · accepted agent's offer of gift-of-time promotion and seemed confident Pavlus could source competitive business-class airfare compared to direct airline pricing
Process friction
  • conflicting pricing information received from Tauck directly ($14,990 small group vs agent's $13,990 classic) required clarification mid-call
Value perception

Kevin perceives Pavlus's value primarily in sourcing competitive business-class airfare deals (noting he found $15,000 one-way quotes on United that he found 'freaking crazy') and bundling tours with airfare. He acknowledged Pam's expertise across multiple client bookings and accepted her recommendation to 'go first-class' for Africa travel.

Customer behaviors

comparison-shopping airfare prices on United and other carriers before committinggathering multiple data points (called Tauck directly that morning, looked at online pricing)asking detailed questions about tour logistics (vehicle capacity, group size breakdown)researching tour variants (Tauck's two South Africa options, Elegant vs other)ready to commit on deposit with clear timeline expectations

Topics & signals
TopicsTauck South Africa Elegant Adventure safaribusiness class airfare pricingCape Town wine tastingtravel insurance optionsgroup tour pricing and availabilityDubai stopover with Kensingtongift of time promotion
DestinationsSouth AfricaCape TownDubaiAfricaJohannesburgHoustonLondonAlbuquerque
Cruise linesTauckKensington
Buying signalscommitted to booking September 11th Tauck safari for $13,990agreed to purchase travel insurance at $769 per personasked agent to secure booking and send quote immediatelyready to book airfare for October 30th return once agent confirms pricingexpressed willingness to move forward subject to deposit within 24 hours
Objectionsconcerned about vehicle crowding on safari with 24-30 person groupsskeptical about Tauck pricing discounts for booking multiple productsuncertain about exact insurance cost and coverage detailsairfare prices extremely high directly from United, wants to verify agent can beat them

Analyzed 2026-05-23 06:22:50 by claude-haiku-4-5-20251001. Confidence 0.85.

Transcript (16,155 chars)
Customer: Pam, how you doing?
Agent (Pam Chavez): Hey, Kevin I'm doing okay, thank you. How are you?
Customer: Good. Hey, question for you. Has your sister or sister's gone in that to safari yet or they go Nicky?
Agent (Pam Chavez): They're going, they're going October 11th or something to that effect.
Customer: Yeah, when I talked to you were gonna try to see if they want to break up their trip, like, you know, go to for a couple of days, are they doing that? Where are they going to London? Yeah.
Agent (Pam Chavez): Yes.
Agent (Pam Chavez): Yes.
Agent (Pam Chavez): One of them is and no, you know what she's doing and this is really quite an interesting situation here because I know, you know, how expensive business class or line tickets are but what they're doing this is the Donna. This is do you met on the river cruise. They're going to, they're gonna leave go from Albuquerque to Houston on united Houston to spend four days in Deby and then go to Capetown on business class and then come back Capetown by, by Houston and then united, from Houston back to. But the interesting thing about that Kevin is, as I say, I know you know how expensive airlines business class tickets are but that.
Customer: Yeah.
Customer: Yes, yup.
Customer: Yeah, yeah I know don. Yeah.
Customer: Yup, yup.
Customer: Wow, yeah.
Customer: Okay. Oh, yeah.
Customer: Yeah.
Customer: Yeah.
Customer: Oh, yeah. Yes, I know. Yeah, you tell me, tell me something good. Okay.
Agent (Pam Chavez): Yeah. Well, that flight from, actually their, 27th of September, the 15th of October Tober. I didn't realize that. Wow. Okay, so the business class, airline ticket on mers mind you Ms. this is like, you know, it's probably a trip in itself.
Customer: Yeah, oh, wow.
Customer: Yup.
Customer: Which is a high do I be cutter? Yeah, yeah, they're first. They really first. Clemming.
Agent (Pam Chavez): Yeah, 70071381 for the to go to Africa from Houston about round trip. Yeah. I know. So, it was, yeah, Houston by, by, Capetown Johanna burg to by, to by Houston. 779-0000 business class. Yeah, I just did it for somebody else the other day too because not really beat that.
Customer: Leming and back and that's coming from Johanna. Back to dam.
Customer: You gonna be able to give me that. Yeah, and that's all business, that's all business.
Customer: Shit fire.
Customer: Yeah, did it come, did it come out the same price or different? Yeah, cause this is what I wanna do, we want to do a tauck safari and $2,026 and you know, and I'm, you know, I'm looking at error, you can look at it, you know. Just put some Fage dates in there, and, and it's, yeah, and it's expensive as cock out who obviously.
Agent (Pam Chavez): Pretty close you come out with uh-huh.
Agent (Pam Chavez): Uh-huh.
Agent (Pam Chavez): Right.
Agent (Pam Chavez): But you and I'm gonna, I'm gonna mention this too, too. This last one that I did for these guys are doing the same thing Houston to buy Capetown Jonas cause they're doing the same tour but they're doing it in February of next year there business class 708201 and you get to add.
Customer: Yeah.
Customer: Yup.
Customer: Yeah, yeah.
Customer: Are they, is there a, is there a layover and buy with one of those airlines? Are they doing it on their own?
Agent (Pam Chavez): Oh, what do you mean a layover as in something to do or?
Customer: No, that what, yeah, no. One of the airlines way back when if you flew through them, they would pu up at a hotel for like a night or two. As part of the stupid, you know, ticket price. Maybe they don't do that anymore, okay? So what is the people that go on, on the one you just did, are they gonna spend any time in by, or they just connecting and by?
Agent (Pam Chavez): I've not yeah, I've not heard of that. Yeah.
Agent (Pam Chavez): Uh-huh they are. They're going to be there from the fourteenth to the nineteenth and they booked a Kensington tour. No, no, these are the second people that I did this on cause I mentioned it to them and, and, and he was like, oh, that hits like two locations that we really want to go to and like I say, I mean, emm it says a trip in itself just to do that in business class.
Customer: Is that to your sister or, oh, yeah, okay, yeah, yeah.
Customer: Yeah, which what's your, yeah, what's don I gonna do and Toby I, they got something lined up.
Agent (Pam Chavez): Basically, not necessarily I have a cousin that actually lived in Abo Dobby very familiar with Duby so he's just gonna coach them as to what to do when they get there they are you know, they book their own hotel and, and they're just gonna kind of figure out what to do when they get there. Which I'm sure you can with the, excuse me, with, with the concierge or, or anybody over there.
Customer: Okay.
Customer: Oh, shit. Okay. Okay.
Customer: Okay. Yeah. Okay. Oh, yeah, I'm sure there's sort of.
Customer: Yeah, our wat, whoever they, what are they Kensington people are gonna do, are they doing a Kensington? Are they doing a, a far with Kensington, or are they doing something in divi with Kensi.
Agent (Pam Chavez): Yeah.
Agent (Pam Chavez): No, the, what was I gonna say the.
Agent (Pam Chavez): These new people that I sent, they're going to buy and Kensington is doing there five days and Deby for them.
Customer: Yeah.
Customer: Oh, okay, cause I have a friend who just booked a Kensington safari. She was telling me about it.
Agent (Pam Chavez): Yeah, and then they're gonna.
Agent (Pam Chavez): Well, no, they, these guys are just doing the Duby part with Kensington, but they're doing the tauck tour, same tow tour the at South Africa Legan adventure.
Customer: Yeah.
Customer: Good. Okay. Yeah, okay. Yeah, okay. Okay. Well, damn. Oh, yup, okay. That's something we're looking at. Did, did you book the Kensington form or did they, did, the room, Kensington? Oh, okay, what, just give me a price. Just a guess, you don't have to be exact.
Agent (Pam Chavez): Yeah.
Agent (Pam Chavez): I did I it for them you.
Agent (Pam Chavez): For five days and bye, and he actually called and talk to the guy cause it's a private tour, you know, just to do whatever, let's see.
Customer: Yeah.
Customer: Oh, okay, got it. Yeah, yeah. Private guide, yeah.
Agent (Pam Chavez): They're Duby stop over, and it wasn't cheap, I'll tell you that much. It was, yeah, 6000 yeah, with insurance. 607366 but without insurance. 4785 for five days and bye.
Customer: No, I know Kensington, especially the private, yeah. Yeah. Okay.
Customer: Yeah, that's for per person or each, I mean or for the couple so basically $1,000 a day of person. Yeah. Okay cool, so we want to do that South Africa. Did you, did your sister do the one called elegant adventure cause they've got two of them cause that's the one I wanna do, right?
Agent (Pam Chavez): Per person per person, yeah.
Agent (Pam Chavez): Which is?
Agent (Pam Chavez): Uh-huh.
Agent (Pam Chavez): That's the one, yeah, South Africa Legan adventure. Yeah. If you're going to go to Africa and this is my personal opinion, if you're going to go to Africa, you may as well go first-class you know what I mean?
Customer: Yeah, and we, and, and we want to go to cape town to go wine taste and, and do all the cool stuff. I don't want to go cheaper and, you know, just send the waterfront and not do anything. So I actually called tap this morning and ask him about the prices. Do can you pull it up real quick?
Agent (Pam Chavez): Mm-hmm. Mm-hmm. Mm-hmm.
Agent (Pam Chavez): Mm-hmm yup then 2026 you're talking about, yes.
Customer: Yeah, we're looking at September 2026.
Customer: And she said they had a couple small group departure still available?
Agent (Pam Chavez): September. Oh, gosh, okay, yeah well then the second, second is limited so we might be able to get two people in to sold out eleven sixteenth is of limited twenty third is sold out. All of the small groups on the 30th of September is available.
Customer: She said, she said the second and ninth but I don't know if those are both open.
Customer: Yeah, yeah. That's what I.
Customer: Okay, what's the?
Customer: What's the prices she told me 14990 is it, but is that for the whole month? Is it?
Agent (Pam Chavez): 14990 that's for classic.
Customer: Oh, okay. She gave me a small group price. I don't know where she is getting her stuff from.
Agent (Pam Chavez): The small group is a 150-0790 per person.
Customer: Is that for everything in September or I mean, I here, I need to let me go online here, I'm screwing around, I'm asking how this stuff, yeah.
Agent (Pam Chavez): Yes.
Agent (Pam Chavez): Well, no, and I like Hin the 11th of September classic tours. 13990 I don't know why that's an interesting situation there, but that seems.
Customer: Oh, okay, I don't either. Can I ask her what was the difference and the number of people and she said the small groups got 24. Yeah.
Agent (Pam Chavez): But, but the other, but the other plastics are. Yeah, but the class, the there's that one day only the third of the 11th of September 13000 for a classic and then September 18th at $14 thousand so it's $1,000 difference and I don't know why.
Customer: I know what?
Customer: Yeah.
Customer: I know what and I don't know why. I actually ask her that question and she says I don't know. And then I said what's the difference in group size? And she said, a small groups got 24.
Agent (Pam Chavez): Yeah.
Customer: And a regulars got I think thirty. Does that sound right or 3030. Okay because curious, I worried about I said if we're in a, in a vehicle they only put six people on a vehicle. It's not like a, you know, you're gonna, you're gonna gym or no, no, I mean cause I, the suffer, I think they put six people, six or eight in a vehicle, whatever the hell it is. But yeah.
Agent (Pam Chavez): Mm-hmm. Mm-hmm.
Agent (Pam Chavez): Oh, yeah. Oh, it's not going to be thirty people altogether.
Agent (Pam Chavez): Uh-huh. Uh-huh.
Customer: So, so we're looking at the 13990. On September 11th, yeah, if it's for thirty people, I don't, yeah, that's no big deal. So, yeah, okay. Yeah, that's what she was telling me and I, and I just wanted to confirm it with you. Yeah, so your sister's going in October, right?
Agent (Pam Chavez): For classic group September 11th, yeah.
Agent (Pam Chavez): Yeah, they are actually.
Customer: Yeah, I don't know if there's any difference in September, October for Africa personal.
Agent (Pam Chavez): No, I don't think you know, I don't think there is really.
Customer: Arci I don't think there is cause I was waiting about time to go and they said, you know, this, you know, September, October basically the same. Okay. Yeah, let's.
Agent (Pam Chavez): Yeah, they're doing October 2nd to October 14th.
Customer: Oh, okay, yeah. So what's, okay one more question tauck, I know if you book something in conjunction with it, you get a discount, is that, is that right? Okay.
Agent (Pam Chavez): Mm-hmm.
Agent (Pam Chavez): Mm-hmm yeah, yeah, that, well, it's not a discount. It's really not supposed to be like, verbalized yeah, yeah, if you do that. Oh, yeah, and honestly Kevin you've got so many bookings with us, that's your other item, you know what I mean?
Customer: It's yeah, yeah, I know you can't give any money back, but if you, yeah, I know what you mean, yeah, but, yeah.
Customer: Oh, okay. No. Okay. That's no, I hear you but I definitely look to be interested in the airfare because I've been looking at it and it's like you know you go on united or somebody, and it's freaking cooks. Yeah. They're just, they want $15,000 one way from like doles. To Capetown. Not stop and it's like that's freaking crazy. Alright. So what do I do to put a deposit on that one for the, is it September 9th? Oh, no, you did, oh, the, oh, the eleventh.
Agent (Pam Chavez): Yeah.
Agent (Pam Chavez): Yeah.
Agent (Pam Chavez): Yup.
Agent (Pam Chavez): September 9th is small group. No that's sold out.
Agent (Pam Chavez): The eleventh is a classic for 13990.
Customer: And you say that's gonna be thirty people, so that's what the lady told me from Tak, is that okay? Okay, yeah, okay, if you wanna, let's do September 11th.
Agent (Pam Chavez): Yeah, yeah sounds alright.
Agent (Pam Chavez): Okay.
Customer: And I mean they have that hotel thing the gift a time or whatever the hell you call that hang.
Agent (Pam Chavez): Yes, of course, we'll do that even if you didn't get the gift of time, I could offer it anyway, because we got a promotion until the end of the month, I think. But anyway, but, but yes.
Customer: Okay.
Customer: Oh, oh, okay. Oh, no that. Yeah, they, yeah, she said they had something until July 31st with previous passengers or something. I don't know, what the heck go.
Agent (Pam Chavez): Right.
Agent (Pam Chavez): Mm-hmm yeah, that's a gift of time but okay, I will call and make the book it. Do you want the insurance?
Customer: Okay, yeah, okay.
Customer: What? Yeah, if you could just price it she gave me a, a number and I didn't write it down, it didn't sound too crazy. Can you see it real quick? Or do you have to ask him? Yeah, you ask him man. Okay.
Agent (Pam Chavez): Well, yeah, I will hold on just a second now I can tell you surprisingly they actually have all this information online, which is pretty okay, $76 no, no, no for me it's great I mean, I'm just saying but $769 per person for insurance now if we put it on the booking right away you have to pay for it with deposit. But it can be paid for up until final payment and the cool thing about.
Customer: Oh, I didn't know that. Oh, for you. Okay.
Customer: Yeah, yeah.
Customer: Okay, yeah.
Agent (Pam Chavez): Tax insurance on land tours like this. Well besides the fact, it would cover your air if independently book air if you have to cancel only for a medical reason.
Customer: Yeah.
Customer: Okay.
Agent (Pam Chavez): So it covers that and if you had to cancel your booking they give you money back and they keep the 769 there's no file of claims or anything like that. It's nice, yeah. And it's a cancel for any reason Donna did. Yeah, cause her boyfriend Britt's mom, and dad, they're in their ties and yeah, you never know what's gonna happen.
Customer: Yup.
Customer: Shit no like twenty or forty percent. Yeah, is every, did your sister do that?
Customer: I was gonna save, but, yeah.
Customer: So, you never know what's gonna happen. Yeah, I mean, that, that's a good price, cause usually they, you know, they charge you like six or eight or ten percent of the whole freaking price, the tour. Okay, yeah, we can do the insurance if you want a price insurance, cause that.
Agent (Pam Chavez): Oh, yeah, oh, yeah, mm-hmm.
Agent (Pam Chavez): Okay, well let me, let me call you now and I'll go ahead and get that they secured and I can send you a quote and then we'll go from there. They usually, they usually, they usually require deposit within 24 hours when you to get the gift of time basically what their was but the air. Okay, so I don't know when that's gonna end, that's probably gonna end on fifteen days, 26th of September, something like that.
Customer: Yeah, yeah.
Customer: Yeah, okay, that's cool. And as far as the airfare yeah go ahead, yeah, go ahead, yeah.
Customer: Okay, sure. Okay.
Customer: Yeah, she.
Customer: Yeah, probably. Let's see it's what, twelve days and if we go the we did the what, September 11th so, something like that 2420 fifth whatever the hell it is, I know you can't book it yet but I'm just curious if we could get the same deal that everybody else is doing, yeah.
Agent (Pam Chavez): Yeah.
Agent (Pam Chavez): Yeah, okay, yeah.
Agent (Pam Chavez): Yeah, October 30th we can look at cause that would be from 330 from $330 from days from the return flight, so.
Customer: Okay, yeah, okay.
Customer: Yeah, okay, yeah, yeah, if you want to call them and, and just do whatever you do. Yeah, cool, so air October 30th. Yeah, cool. Alright Pam. Hey, I appreciate it. Alright, we'll talk to you later. Uh-huh. Bye-bye. Alright, you too.
Agent (Pam Chavez): I will do that.
Agent (Pam Chavez): Okay.
Agent (Pam Chavez): Alrighty, sounds good, Kevin. Thanks. Okay. Thanks. Have a good, thanks. Have a good day. Bye.