Curti Barbarick · Aug 7, 2026 · 3:16 PM
Inbound · 04:59 · Planner: Briana Armstrong · +15303560140
“Regina referred Lisa and I and then we referred Robert and April, and the first customer service person I spoke with said that we would get $500 check.”
Call Curtis back by end of business Monday at the phone number ending in 0140 with confirmation that his $500 referral check has been corrected to his name and will be mailed or processed. If the correction cannot be completed by Monday, provide a specific revised date for payment processing.
Full analysis
What happened
Curtis Barbarick called to follow up on a $500 referral check he and his wife Lisa were promised for referring Robert and April Pleasant to Pavlus Travel for a Viking river cruise completed in late July. Briana Armstrong located the customer's profile and discovered that the referral check had actually been sent to Regina (who had referred Curtis and Lisa), creating a chain-of-referrals tracking confusion. Briana committed to messaging Diane, the current travel planner on the account (who had taken over from Andy B), to clarify the referral attribution and ensure Curtis receives the correct $500 check. Briana offered to follow up by phone by end of business Monday with an update.
Emotional read
The customer was calm and matter-of-fact throughout, though slightly frustrated about the missing referral check. He remained cooperative and polite, providing details when asked. No significant emotional escalation occurred; the tone was transactional and resolute.
Emotional arc through the call
Started with mild frustration about the missing check but remained professional; warmed slightly after Briana committed to immediate follow-up and provided a clear timeline.
How customer sees Pavlus
- neutral · acknowledged previous agent promised $500 referral check without disputing the commitment
- positive · Briana said she would get the issue 'straightened out' and follow up quickly, implying confidence in resolution
Process friction
- referral check attribution was mislabeled (sent to Regina rather than Curtis), causing customer to not receive promised payment
- account transitioned from Andy B to Diane without clear handoff of referral tracking details
- customer had to clarify the referral chain (Regina → Curtis/Lisa; Curtis/Lisa → Robert/April) rather than system having it correct
Customer behaviors
following up on promised incentive payment after trip completionproviding detailed names and spelling to help agent locate accountsclarifying referral relationship chain when system data was incorrectpreferring phone callback over email for follow-up
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | referral check missingreferral trackingaccount handofffollow-up communication |
|---|---|
| Cruise lines | Viking |
| Objections | referral check not received after three to four weeks as promised |
Analyzed 2026-08-07 15:25:45 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (4,127 chars)
Agent (Briana Armstrong): Thank you for calling publish travel, this is bran on our guest relations department. How can I assist you? Customer: Did you say brand? Agent (Briana Armstrong): Brianna. Customer: Briana, okay, my name is Curtis barbaric and my wife and I Lisa barber just got back in late July from a cruise biking river cruise that we set up through you guys. And we also referred some people that went along with us on the trip and we were supposed to get $500 from you guys for referring them but we have not seen that come in the mail yet. Agent (Briana Armstrong): Oh, understood. Yeah, we can definitely check on that to make sure you get that referral check. See, I can locate your profile with your first and last name so Curtis and Lisa. Customer: B-A-R-B-A-R-I-C-K. Agent (Briana Armstrong): Perfect, thank you. Agent (Briana Armstrong): Alright, wonderful. I do see this Viking booking here and then typically we'll have it noted if there is a check-in process. I don't see that, that's in process just yet. I know with the referral checks they can take about three to four weeks for that to be sent. What, but what I can do is ensure that that's noted on the referrals that you sent. May I get their name and I can check their profile just to make sure that that's properly noted. Customer: Alright, so their names are Robert and April pleasant. Agent (Briana Armstrong): Okay, there. Agent (Briana Armstrong): Leave, I found their profile. Let's see. Agent (Briana Armstrong): See. Okay. Yes, I did find their profile here. What we have noted on their profile is that they were referred by someone named Regina. Does that name sound familiar? Customer: Yeah, but Regina referred Lisa and I and then we referred Robert in April, and the first customer service person I spoke with said that we would get $500 check. Agent (Briana Armstrong): Yeah, cause that's what's noted here. So I'll message Diane the travel planner on this reservation, they're the ones that answer the referral and have that tracking status on there so I can reach out to her, let her know that Regina referred you and your wife and that you referred the pleasant that way we can look into getting that adjusted there. Let me. Customer: Yes. Customer: Well, and Diane is not the one that we started with. We started with a woman named Andy B, saw but then she left the company and Diane took over our account. Agent (Briana Armstrong): Look here. Agent (Briana Armstrong): Correct, yes, I do see that as well but she'll still have that same access to the referral tracking and so I will send that to her now cause I do see it looks like we did already send the referral check for the pleasant to Regina. I can see that was sent to her earlier in July. Agent (Briana Armstrong): Yeah, so I'll reach out to you the travel advisors let them know that there was a mix-up with that way they can review that and then once I have more information, I can follow up with you and provide an update that I received from the travel planner. Customer: Alright, thank you. Agent (Briana Armstrong): Of course, my pleasure and then they're usually pretty quick about that. So if I don't have an update for you by today, I'll definitely have an update for you by two by Monday. And I do see your phone number here. Would you prefer me to give you that update by giving you a call back on this phone number you called on or would you prefer an update via email? Customer: I would prefer a phone call. Agent (Briana Armstrong): Perfect. I can definitely do that, and then just to confirm that this phone number, I see you're calling on ending in 0140 that's the best callback number. Customer: Yes. Agent (Briana Armstrong): Alright, well, I will get this all straightened out and we'll follow up with an update. Customer: Okay, thank you. Agent (Briana Armstrong): My pleasure. Other than that. Anything else I can look into for you or any other questions you have? Customer: No, thank you very much. Agent (Briana Armstrong): Of course. Well, thank you for calling in. You have a great rest of your day. Thank you. Bye. Customer: You too, goodbye.