LeAnne Carpenter · Nov 26, 2023 · 7:02 PM
Outbound · 10:33 · Planner: Rose Morrissey · +14174250718
Sentiment
positive (0.60)
Intent
ready_to_book
Trajectory
steady
“We been, the spend a lot of that we can search but we're not, we may not find.”
Next best action
Call LeAnne back within one business day with confirmation from Viking on the DV six cabin hold for February 29 and final pricing including the $100 biking passenger discount, so she can compare all available dates and make a booking decision.
Call LeAnne back within one business day with confirmation from Viking on the DV six cabin hold for February 29 and final pricing including the $100 biking passenger discount, so she can compare all available dates and make a booking decision.
Full analysis
What happened
LeAnne called to follow up on two Viking River Cruise quotes she had requested for 'In Search of the Northern Lights' itineraries. The agent Rose reviewed availability across multiple dates (January, February, and March 2024) and cabin categories, discovering that January 24 preferred cabin was sold out but February 29 and other dates had availability. LeAnne expressed concern that January 12 was too soon to plan, and that penthouse cabins were above budget. After discussing cabin location (DV six on deck three to minimize motion sensitivity), LeAnne agreed to let Rose hold the February 29 departure without obligation pending Viking confirmation of passenger discounts. Rose committed to calling back after contacting Viking directly.
Emotional read
LeAnne is engaged and methodical, working through logistics with practical concerns about timing and seasickness. She's collaborative with the agent, asking clarifying questions about cabin locations and pricing details. Her tone is steady and decision-focused rather than anxious or uncertain.
Emotional arc through the call
Remained steady and practical throughout—focused on logistics, pricing, and safety concerns rather than displaying emotional shifts.
How customer sees Pavlus
- neutral · customer mentioned quote tool did not properly record 'biking passenger' discount status—kept reverting to 'no' despite selecting 'yes'
- positive · accepted agent's offer to hold cabin without obligation and agreed to wait for callback after direct Viking contact
Process friction
- quote tool did not correctly capture or retain passenger discount eligibility (biking passenger status)
Value perception
Not explicitly stated, but LeAnne's willingness to hold a cabin through Pavlus rather than booking direct, and her deference to the agent's knowledge of availability and discounts, implies she values the agent's access to inventory and pricing intelligence.
Customer behaviors
comparison-shopping across multiple sailing dates and cabin categoriesasking detailed questions about cabin location and motion sensitivitydeferring final decision pending agent followup with supplierconsolidating cabin hold while evaluating pricing across available options
Topics & signals
| Topics | Viking River Cruises availabilitycabin category pricingNorthern Lights itinerarydeck location and motion sensitivitypassenger discountshold without obligation |
|---|---|
| Destinations | LondonBergenNorthern Lights region |
| Cruise lines | Viking River Link |
| Buying signals | requested quotes for two different Viking sailingsasked agent to hold cabin DV six without obligationcomparing specific cabin categories and pricing across multiple datesconfirmed preference for mid-deck location based on prior ocean cruise experienceagreed to wait for agent callback after Viking contact |
| Objections | January 24 date too close to plan trip logisticspenthouse cabin category ($8,099) out of price rangeconcerned about water roughness in late February |
Analyzed 2026-05-23 10:24:45 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (7,952 chars)
Customer: Hello, rose. Agent (Rose Morrissey): Hi, Lyn, how are you? Customer: I'm good. Agent (Rose Morrissey): Okay. So you're looking at a biking. Customer: We are Mike decide to buy the bullet, probably. Agent (Rose Morrissey): Let me, let me look at this Viking one that you're looking. Customer: So I had two of them I requested a quote for two different ones. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Okay, you okay. Customer: But. Agent (Rose Morrissey): But. Customer: Well they, I mean they never, I didn't know what category nothing was. One set, I saw one said something about see D-D-V. Six and one was. Customer: Just, was it D. one or something. Agent (Rose Morrissey): Let me look. Let me, oh, this is search of the northern lights. Customer: Yeah, the, it's the northern lights strip. Agent (Rose Morrissey): Okay. Okay. 11 for January 2024 and the other one is March 12th 2024. Customer: Okay, yeah. Agent (Rose Morrissey): Okay, so let's look at it. Agent (Rose Morrissey): Our quotes, they will give you the quote for the least expensive bin. Customer: Okay, yeah. Agent (Rose Morrissey): Let's let's see. Agent (Rose Morrissey): Okay, departure January. Agent (Rose Morrissey): Okay, into the midnight son. Agent (Rose Morrissey): In search of the northern lights, thirteen days. Customer: Right. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Let's just see. Okay, for January 24th Bergan to London. Customer: Right. Customer: Right. Agent (Rose Morrissey): Okay, let's see. Let's see what's available. Customer: And I think that was just the least expensive one. Agent (Rose Morrissey): So the lease expensive that they have available. Wow! Is a pens of veranda P-V. Two. And yeah. Customer: Okay. Customer: Oh, oh, I, I'm pretty sure that's out of our price range. Agent (Rose Morrissey): A, he's gonna say no. Yeah, he says $8,099 per person. Customer: Okay. Agent (Rose Morrissey): Okay, that's for that date now let's look at March. Customer: I'm on January 24th. Okay, okay, because the one on the quote it was V. one and it was $11,798. Agent (Rose Morrissey): Uh-huh that's on January 24th. Agent (Rose Morrissey): Right, but it's not available, it's sold out. Yeah, well, we can, I, when I talked to them I'll go back and but it says sold out from the two all the way up to P-V. Three. Customer: It's gone now. Oh, okay. Agent (Rose Morrissey): Now that's January 24th, they do have one for January twelve London to Bergan. Customer: That's all. That's awful. Close to, that's a little close for, for us to get our ducks in a row, I think. Agent (Rose Morrissey): Oh, okay, because delux Branda is available on that but that's $6,105 per person let's look at in maybe March. Customer: Okay. Customer: Okay, and well, let's see and I did and I didn't see. Agent (Rose Morrissey): Yeah, March 12th. Customer: Cause I'm assuming February is sold out. Agent (Rose Morrissey): I don't think I February. Hold on a second. Agent (Rose Morrissey): Oh, let's look, that'd fine. Customer: Is sec, right, you're on speaker and listening to? Agent (Rose Morrissey): Okay, February 5th. Agent (Rose Morrissey): I can do there's one cabin left for February 5th on the DB three which is delux brand $6,899 per person. Customer: Okay. Agent (Rose Morrissey): Okay, that's that. And then. Customer: And, and is that it, is, is that London burgan or. Agent (Rose Morrissey): That's London to Bergin. Yes. Now there's Bergan to London on February 17th. Let's see what they have available here. Customer: Okay. What kind of Ret? Customer: Okay. Agent (Rose Morrissey): This one again is a P-V two is, is the least expensive which is gonna be $8,099 per person. Customer: It's gonna be say that again. $8,000, oh, oh, oh, cause it's cause it's a pin se. Agent (Rose Morrissey): Okay, $88,099 per person. Agent (Rose Morrissey): Yeah, that's a pen house London burgan February 28th. I mean 29. I can do a, a, a DV six which is a delux Branda 6599. Customer: Yeah, no. Agent (Rose Morrissey): Per person. Customer: Okay. Customer: And, and DV six is pretty, pretty good, right? Agent (Rose Morrissey): Yeah, it's a, it's a delux veranda. Customer: Yeah. Okay, and it's located somewhere decent in the boat. Agent (Rose Morrissey): That is going to. Yes, it is. Agent (Rose Morrissey): Let me look at it. DB six DV six DB. Agent (Rose Morrissey): Let me just see the king. Agent (Rose Morrissey): Debbie six is gonna be on deck three. Customer: We've not been on there ocean both before that good battery and difference. Agent (Rose Morrissey): Oh, that's gonna be good. It's not bad at all. You're going to be mid forward or mid, as not bad at all. Customer: Okay, I, and I turn is. I know that at that time year the rough, the water gets interesting. Agent (Rose Morrissey): Well then, I would stay on deck three. The higher you go, the higher you go up, the more movements you're gonna feel right? Yeah. Customer: Okay, okay. Customer: That's got. Hey, and that. Did you tell me that was the seventeenth? No, twenty. Agent (Rose Morrissey): That is that work? February 29th. Customer: Okay, 29 late. So, oh, so it's a leap year, you know, and, and that ly $6,600 a piece. Agent (Rose Morrissey): Yeah, February 29th. Agent (Rose Morrissey): That is. Yeah. Yeah, $6,590 966. Customer: Right, and is and is it starting London or Bergan not matters. Agent (Rose Morrissey): This one starts in, where was it London? Customer: Okay. Agent (Rose Morrissey): It's gonna be cool over there. Customer: Okay. Yes, it is. This has been, if I got missed for me this is, this is in search of the northern life? Agent (Rose Morrissey): Yes. I love this. I wanna do this too. Customer: We been, the spend a lot of that we can search but we're not, we may not find. Agent (Rose Morrissey): Uh-huh. Customer: So, so on the seventeenth for that room is basically. So we're looking at $6,600 a key. Agent (Rose Morrissey): On, yeah it's that and then we're going to give you $200 off per person. So that's gonna be $6,399 per person and then if he, I believe you folks are pass passenger of biking right? Yeah, yes, so most likely another $100 what was that? I'm sorry. Customer: Core, okay. Customer: Okay. Customer: Oh, yeah, yeah, I, the, when I, the quote would not take that information. Customer: The, with the quote, I would click, you know, pass passenger, and I'd say, yes, and then every time it comes back it says no, when I got the quote back. Agent (Rose Morrissey): No, yeah, yes, you are. Yeah, yeah, you do. So I believe it's a $100 off per person so that you're looking at $6,299. It's best to just hold this for you without any obligation. So that way we can see all the pricing. Customer: Do that? Agent (Rose Morrissey): Mm-hmm. Customer: And then we can compare it to what else is available. Agent (Rose Morrissey): Exactly because the more we wait happens are gonna be gone. Customer: Right. Customer: Go ahead and hold it. Which, which one are you holding? Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): DV six but I don't know I can find out and see what I can do. Beautiful on a moment. Customer: On the twenty ninth or the seventeenth. Agent (Rose Morrissey): The twenty ninth because that's the one that's available for the DB six Dex Feranda. Customer: Okay. Customer: Okay. Customer: You're looking at. Agent (Rose Morrissey): Let me reach out to biking right now hold on a second I can do it yeah let me reach out to biking right now and then I'll call you folks back. Customer: Okay. Customer: Okay, alright. I'll say February school we're good and any dates in February. Agent (Rose Morrissey): I'll call you. Agent (Rose Morrissey): Okay. Alright. Agent (Rose Morrissey): Okay, but we either be 2B one and then I'm gonna grab this DV six. Customer: Yeah, okay. Agent (Rose Morrissey): Okay, I'll call you right back after I speak with Viking. Thank you. Bye-bye. Customer: Alright. Alright. Okay, bye.