LeAnne Carpenter · Apr 16, 2026 · 7:03 PM
Inbound · 01:46 · Planner: Victoria Mendoza · +14174250718
“Okay, yeah, I'll leave her a voicemail. What is her extension? Cause I do not, I when they asked I didn't know.”
Rose should call LeAnne back at her earliest convenience using the voicemail LeAnne left, and confirm what LeAnne's original request or issue was. If systems remain down, Rose should note LeAnne's contact attempt and follow up once systems are restored.
Full analysis
What happened
LeAnne Carpenter called in seeking to speak with a specific agent named Rose. Victoria Mendoza informed her that Rose had stepped away and, more significantly, that the company's computer systems were down, preventing any substantive assistance. LeAnne accepted the situation without complaint and asked for Rose's extension (2122) to leave a voicemail. The call was entirely transactional and unresolved; no travel planning or inquiry was discussed.
Emotional read
The customer was patient and pragmatic throughout a brief, frustrating interaction. They did not express anger, but the underlying situation—systems down, desired agent unavailable—likely left them disappointed. No warmth or engagement emerged.
Emotional arc through the call
Remained calm and accepting throughout; no escalation or frustration expressed, but underlying dissatisfaction evident from the system failure context.
How customer sees Pavlus
- negative · systems outage prevented agent from helping; customer had to work around unavailable agent and technical failures to reach desired planner
Process friction
- computer systems down during customer call, limiting any service capability
- desired agent unavailable, requiring customer to leave voicemail instead
Customer behaviors
seeking a specific known agent (Rose)accepting workaround gracefully when systems failednoting agent extension for future reference
Topics & signals
| Topics | agent availabilitysystem outagevoicemail request |
|---|
Analyzed 2026-05-25 15:51:06 by claude-haiku-4-5-20251001. Confidence 0.65.
Transcript (1,144 chars)
Agent (Victoria Mendoza): Thank you for calling publish travel, this is Victoria. Customer: Yeah, is this rose available? Agent (Victoria Mendoza): Let me see if she is our computers are actually down. Let me see if she's here. Let me see if she's available. My, my tell her was calling. Customer: Leanne carpenters. Agent (Victoria Mendoza): Thank you. Agent (Victoria Mendoza): Yeah, and I do apologize. It looks like she may have stepped away from our desk, her desk. Our everybody is really down at the moment. So even if you did get her you're, she's not probably not gonna be able to assist you with anything at the moment. Would you like to leave her a voicemail? Yeah, sorry. Customer: Okay. Customer: Yeah, yeah, I'll leave her a voicemail. What is her extension? Cause I do not, I when they asked I didn't know. Agent (Victoria Mendoza): Okay, hold. Agent (Victoria Mendoza): It's 2122. Customer: 2122 so if I don't get a hold of her later, so I can need to add that to my info. Alright, yeah, let me give you her a message. Agent (Victoria Mendoza): Mm-hmm. Agent (Victoria Mendoza): Sure, yeah. Okay, thank you. Customer: Thank you.