Edward Goodman · Jul 10, 2026 · 8:40 PM
Inbound · 07:55 · Planner: Michelle Yinger · +13015185426
“I've been with you guys for like 10–12 years and I do a lot with you guys. I love.”
Sarah or assigned planner must call Edward today to (1) confirm consolidated account and planner assignment, (2) introduce themselves and ensure he has direct contact method, (3) review the six booked cruises to confirm no additional gaps or changes needed.
Full analysis
What happened
Edward called to address a coordination issue with multiple cruise bookings spread across different Pavlus planners (Rachel, Victoria, and others). He is the primary payer for six cruise bookings across his family members but was frustrated that his accounts and his daughters' accounts were not consolidated under one planner. He has been with Pavlus for 10–12 years and has booked extensively (Celebrity, Regent, Oceania). Michelle confirmed his booking details, recognized the issue, and committed to having manager Sarah review all accounts and reassign everyone to a single planner, with a callback expected same-day. No immediate trip issues were raised; the call was purely about internal account management.
Emotional read
Edward started frustrated and somewhat agitated about the organizational confusion within Pavlus, particularly about having his bookings split across multiple planners when he is the primary payer. His tone shifted noticeably warmer and more satisfied once Michelle confirmed a manager (Sarah) would consolidate everything and call him back same-day. By the end, he expressed genuine appreciation and relief.
Emotional arc through the call
Started visibly frustrated and agitated about the planner reassignment chaos, warmed considerably once Michelle acknowledged the problem and committed to manager Sarah consolidating accounts with same-day callback.
How customer sees Pavlus
- positive · customer expressed long-term loyalty, stating 'I've been with you guys for like 10–12 years' and 'I do a lot with you guys. I love'
- positive · acknowledged that Pavlus 'we're doing something right for you' and implied he has referred people to the agency
- negative · frustrated with planner turnover and current assignment confusion: 'Is she no longer with the company?' referring to prior planner; expressed frustration about not receiving email from Rachel
- neutral · acknowledged understanding of business staffing changes: 'I understand that sometimes it's a cold business people going there'
Process friction
- customer's bookings split across multiple planners without consolidation despite being the payer
- email contact information and planner assignments unclear across family member accounts
- lack of communication from reassigned planner Rachel after transition
- customer not informed proactively about prior planner's departure
Value perception
Customer's 10–12 year tenure and volume of bookings suggest strong past value perception, though he did not explicitly state why he stays or what Pavlus offers vs. competitors. His frustration is primarily about internal coordination, not product or pricing.
Customer behaviors
advocating firmly for account consolidationleveraging long customer history and volume to request management interventionproviding detailed booking information to help agent resolve issuedeferring final satisfaction to manager callback
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Signals the agent didn't act on:
- customer stated 'I would love to hear from someone today' — agent did not offer or commit to a specific time window or escalate urgency
Topics & signals
| Topics | planner reassignmentaccount consolidationmultiple cruise bookingsfamily cruise coordinationaccount ownership clarification |
|---|---|
| Destinations | Bar HarborBermudaMexicoCaribbeanBaja California |
| Cruise lines | Celebrity CruisesRegent Seven Seas CruisesOceania Cruises |
| Objections | frustrated with multiple planner assignments across family accountsconcerned about who is actually managing the bookingswants single point of contact for payment and coordinationprevious planner no longer with company |
Analyzed 2026-07-10 20:51:33 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (7,474 chars)
Agent (Michelle Yinger): Good afternoon. Thank you for calling Pavlus travel, this is Michelle. How may I direct your call? Customer: Hi Michelle, this is Edward Goodman. I've been lawn recent burs client. Is she no longer with the company? Agent (Michelle Yinger): She is no longer with, with us. Let me see if you have been reassigned. Customer: Yeah. Well my daughter got a thing from my daughter got a, I booked with a whole bunch of different people and I've been assigned and my daughter got anything else like everything for me cause I'm paying for my whole family on next celebrity cruise. And so the email contact, the email contact you have it had my daughter's name for her cater so she said, Victoria now, is that for me too and her whole family or what, I mean, I'm gonna want to pay for everything. So I need a, a good sear person. I've been like $5,060 cruisers you and I'm a bid on the, I'm a bid on this. So I. Agent (Michelle Yinger): Okay. Agent (Michelle Yinger): Okay. Agent (Michelle Yinger): Yeah, okay. Agent (Michelle Yinger): Yeah. Agent (Michelle Yinger): Yeah, okay. Agent (Michelle Yinger): Alright. Yeah, so it does look like, hey, I, hey, I appreciate that. It does look like you are as currently assigned to one of our other planners, Rachel. Customer: Right. Customer: Just being honest with Michelle. Customer: Where you can assign my guard or someone else she's not paying for the damn thing, I'm. Agent (Michelle Yinger): Yeah, okay. What is your daughter's name? Customer: Why don't you look me up my cruise. I don't have the number that our whole family is booked on the celebrity cruise we're booked on it. So that my network Goodman and we're booked on a celebrity cruise from a round bar lemon with seven of us and three cabins on the 1st of August. And that should give you everybody if you don't mind looking it up that would all for you. Agent (Michelle Yinger): Okay. Agent (Michelle Yinger): Okay. Agent (Michelle Yinger): Alright, yeah. Okay, I see that. Yeah, I'm looking that now. I'm looking now. So let's. Customer: Do I need to talk to one of the managers or what should I do? Agent (Michelle Yinger): Okay, so I'm just, I'm just trying to make sure I understand what is happening. So, you've been reassigned to Rachel and you said your daughter's been, been reassigned to who? Customer: Victoria and I never got an email from Rachel. So I don't know what's going on but then now my other daughter is, I have two cruisers book with my other daughter. And I don't know who, I mean every, we all need the same person I'm paying for everything. Agent (Michelle Yinger): Victoria. Agent (Michelle Yinger): Okay. Agent (Michelle Yinger): Yeah. Agent (Michelle Yinger): Yeah, absolutely. Okay. Customer: So if you want to look at my husband my next cruises. I've got two more without family and I've got one more with my other daughter lives in California, their last threes miss W-E-T-G-R and so if you're looking, I don't know can you look at everything I have booked under my name. Agent (Michelle Yinger): Yeah, absolutely. Agent (Michelle Yinger): Yeah. Agent (Michelle Yinger): Yeah, I can see everything that you have currently under your name. I'm seeing, yeah, I'm seeing two Oana. Cruises, a. Canard, regent. Yeah, yeah. Customer: Yeah, it's a lot, right, the last. Customer: Oh, yeah, it's a whole. Do you, I mean, if you, I know you have everything, I've always it with you guys. So my issue is, I obviously need to have everybody I need to, I'm the one that pays and I mean, to do it all so you can see that and then Magras my daughter sharing the graph, and her husband Michael we're taking them to our salon and, and her three boys have a cabin also and then let's see and the Mexico crum on a region that I have on fourteen January is with my daughter andreae and he whoever her husband, and I also that cruises with Andrea and he whoever on 26. Agent (Michelle Yinger): Yeah. Agent (Michelle Yinger): Yup. Agent (Michelle Yinger): Okay. Customer: 27th of July on OC any of marine from Demore to Raper. So, I need to have everybody under one. Agent (Michelle Yinger): Yeah, yeah absolutely. I understand that. Okay, yes. So I'm just looking at. Customer: So I don't know. Are you a supervisor or can someone deal with this or. Agent (Michelle Yinger): I am not but I will get you. I'm just looking up everything. So, I have the correct information. Agent (Michelle Yinger): To pass on to the manager, so that she can get you get everyone reassigned under the same. So, I'm gonna, I am gonna see if Sarah she's our, she's the manager over our travel planners, okay. Oh, oh, that's awesome. Alright, well I let me see if she is available and I will. Customer: And who would, what, who would I, who I need to talk to? Who would be the manage? Customer: Sarah. I know we're well, yeah, we both live in Maryland I know. Well. Customer: And she knows how fast am she knows how fast. I am, so, we got to know who's going to be the loser is gonna get me. I'm just kidding. Agent (Michelle Yinger): Okay. Alright. Customer: Ding do a lot with you guys. I love. Agent (Michelle Yinger): Well that's good to hear. We love that sounds like you've referred a whole bunch of people so, obviously we're doing something right for you. Customer: Yeah. Agent (Michelle Yinger): Alright. Well it looks like she is not available right now but I can absolutely get your information over to her and have her look at that and get all of your, all of your accounts so your profile and your daughter, sherry and your daughter Andrea. Yeah, and, and get her, get all of you guys under the, under one planner so they can take care of everything. Customer: And decide who and never decide who like, the cour decide who I. Customer: Yeah, and then I would want to talk to that planner. Agent (Michelle Yinger): Oh, absolutely. So, let me. Customer: It's kinda hard to the client when you've done business with, I mean, the only people that I've never had work for me and I was, is Denise before she went to air, air fairs and, and then, and then Lauren so and I have been with you guys for like 1012 meters. Agent (Michelle Yinger): Yeah. Agent (Michelle Yinger): Yeah. Agent (Michelle Yinger): Yeah. Alright, well, let me, let me just verify that we have, I have the best callback number for you that is ending in 5426. Customer: Three. Yup, yup. Yeah, and I'd love to talk if she can call me today, that would be not available or. Agent (Michelle Yinger): Okay. Agent (Michelle Yinger): Yeah, absolutely. Agent (Michelle Yinger): Alright, so, I'm gonna get her that information so that she can get get your, all your accounts assigned under the same planner and then either she or that planner will give you a call. Customer: That sounds like a plan. I, there's no immediate emergency. I think everything is, is, is going well for our trip. But I just wanted to, to be sure. It's kinda hard to find out this way. But I understand that sometimes it's a cold business people going there. Agent (Michelle Yinger): Oh. Agent (Michelle Yinger): Yeah, yeah, alrighty, was there anything else I can do for you today sir? Customer: Nope, but I would love to hear from someone today. Agent (Michelle Yinger): Absolutely, absolutely. I will pass that on to Sarah and she will get someone in contact with you. Customer: Thank you. Agent (Michelle Yinger): My pleasure you have a wonderful day. Customer: Thanks, bye-bye. Agent (Michelle Yinger): Bye.