Mable Brown · Jan 15, 2026 ยท 10:27 PM
Inbound · 03:05 · Planner: Leann Wright · +12102696227
“I got an email from Sam Moya to look over some flights and the price and everything and it's not the same the prices.”
Sam Moya should call Mable at 210-269-6227 within the next few hours to clarify the current airfare for two passengers, confirm which pricing is locked in, review the passport names from this morning's email, and confirm whether any charges have been applied. Ensure Mable understands the final price and next steps before booking completion.
Full analysis
What happened
Mable called seeking to reach Sam Moya regarding airline tickets for herself and her husband. She had received an email from Sam with flight options and pricing, but the prices no longer matched what she'd been quoted, and she was unclear if charges had been applied. The agent, Leann, discovered Sam was at lunch and offered to have Sam call her back. Mable also requested that Sam review an email she'd sent that morning with passport names for both travelers. No resolution occurred on the call; Leann took Mable's callback number and committed to passing the details to Sam.
Emotional read
Mable was pleasant and cooperative throughout the call, though slightly confused about the pricing discrepancy. She remained patient when transferred and politely provided her phone number and contact details. Her tone was deferential and appreciative at the call's end.
Emotional arc through the call
Started slightly confused and concerned about pricing, remained patient and cooperative, ended with appreciation and warmth toward the agent.
How customer sees Pavlus
- neutral · expected to reach Sam Moya specifically but was redirected to another agent
- positive · thanked Leann by name at the end of the call and expressed appreciation
Process friction
- customer attempted to reach a specific agent (Sam Moya) but had to be redirected
- pricing in email quote no longer matches current fare, raising questions about real-time accuracy
- customer uncertain whether charges have been applied to account before receiving final confirmation
Customer behaviors
seeking clarification on a pricing discrepancyattempting to reach a specific agent by namedeferring to callback rather than resolving on first contactproactively providing passport name details to avoid delays
Topics & signals
| Topics | airline ticket pricing discrepancyflight confirmationpassport name verificationprice comparison |
|---|---|
| Objections | airline ticket prices don't match what was quoted in email from Sam Moyauncertain whether charges have already been applied to account |
Analyzed 2026-05-26 06:03:10 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (2,098 chars)
Customer: How do I check my? Is this my hello. Agent (Leann Wright): Thank you for calling. Agent (Leann Wright): Hi, thank you for calling El travel air department. This is LeAnn. How may I help you? Customer: Hi, Leanne. I thought I called Sam Moya, but I'm calling on some airline tickets that I, I'd still don't see that they were already charged because I got an email from Sam Moya to look over some flights and the price and everything and it's not the same the prices. The fair is not the same as the one that world gave me. Agent (Leann Wright): Mm-hmm. Agent (Leann Wright): Oh, okay. Well, things do fluctuate sometimes. Let me see if Sam is available so she can figure out what's happening. Hold on. Customer: Okay. Agent (Leann Wright): Actually, she's at lunch right now. Can I have her call you back in a few minutes. Customer: Sure, she certainly can. My number is, 210-269-6227. Agent (Leann Wright): Okay, and this is just regarding one couple, are there a bunch of people she's needs to look at? Customer: Oh, no. It's just myself and my husband two of us. Agent (Leann Wright): I see. Okay, just wanna make sure she's on the same page. Customer: Did you want me to give you my name on that or. Agent (Leann Wright): Oh, caller ID says maple brown, is that accurate? Customer: Oh, okay. Oh, okay, alright, that would be it. And if, does she need like maybe, well, can you put on there too if she checked an email that I sent this morning, where I gave her our passport names, cause I think there was a question about the passport names that they needed that. Agent (Leann Wright): Okay. Agent (Leann Wright): Okay. Agent (Leann Wright): Okay. Alright. I'll have her check that out and if you've got any other questions about that or referral bookings or anything like that, she can definitely assist you with that. Customer: Yes. Customer: Okay, very good. Okay. Agent (Leann Wright): Alright, I'll send her a message. Customer: Thank you lean, I appreciate it you have a great day. Agent (Leann Wright): Oh, my pleasure. Thank you. You too. Mm-hmm. Bye. Customer: Yeah, bye-bye.