Flynn Vick · Jan 15, 2026 ยท 6:25 PM
Inbound · 03:58 · Planner: Jessica Folkner · +12086200943
“She is the one that's kind of booking our crew stuff, so I just need to talk to her.”
Lee should reach out to Teresa Vic to understand the specific crew booking matter and ensure continuity from Sarah's prior work. If Teresa's preferred agent is Sarah, consider scheduling a callback with Sarah at a time that works better for both parties.
Full analysis
What happened
Teresa Vic called inbound to Pavlus Travel requesting to speak with Sarah Swab, who she identified as the agent handling 'crew stuff' for her booking. Jessica Folkner attempted to locate Sarah but was unable to reach her; instead, she offered to connect Teresa with Lee, who she stated would be 'in-charge' of the booking. Teresa agreed to speak with Lee. The call ended with the transfer being initiated. No substantive discussion of the crew booking occurred; the entire call was routing and connection-related.
Emotional read
The customer was polite and cooperative but appeared uncertain about what she needed, deferring to a specific agent (Sarah) for assistance with crew booking logistics. Her tone remained calm and accommodating throughout, showing no frustration despite being transferred.
Emotional arc through the call
Remained steady and polite throughout; no emotional shift detected.
How customer sees Pavlus
- neutral · customer identified Sarah Swab as her assigned agent for crew booking, suggesting familiarity with the planner and process
- neutral · agent Jessica offered to transfer to Lee without apparent resistance from customer, suggesting Pavlus has clear internal handoff procedures
Process friction
- Customer's preferred agent Sarah Swab was unavailable; customer was offered alternative agent Lee instead
Customer behaviors
requesting specific planner by namedeferring to assigned agent for crew booking decisionsaccepting transfer to alternative agent without pushback
Topics & signals
| Topics | crew booking managementexisting booking assistance |
|---|
Analyzed 2026-05-26 07:26:51 by claude-haiku-4-5-20251001. Confidence 0.50.
Transcript (1,382 chars)
Agent (Jessica Folkner): Good afternoon and thank you for calling guest relations at Pavlus. Travel. This is Jessica. How can I help you? Customer: Hi, yeah, I was calling to see if you would connect me to Sarah swab? Agent (Jessica Folkner): Let me see if I can get Sarah on the line. Can I get a first and last name for you? Customer: Okay. Customer: Yeah, Teresa Vic. Agent (Jessica Folkner): Teresa before I do reach out to her is there anything you think I could help you out with? Customer: I'm not sure, she is the one that's kind of booking our crew stuff, so I'm, maybe, I just need to talk to her but I'm not sure if that's. Agent (Jessica Folkner): Okay. Well, sure. Let me put you on hold and see if I can reach her, okay? Customer: Okay, thank you. Agent (Jessica Folkner): My pleasure. Agent (Jessica Folkner): Theresa, are you there? Customer: Oh, yes, hello? Agent (Jessica Folkner): I apologize for that hold, I was not able to get Sarah on the line but I was able to get lee, who is actually going to be in-charge of your booking. Did you want to speak with her? Customer: Okay. Customer: Oh, okay. Sure. Yes please. Agent (Jessica Folkner): Okay, perfect. Let me send you over. Customer: Thanks. Agent (Jessica Folkner): My pleasure and you might be aware but if you're not ask her about our referral program. Customer: Okay. Agent (Jessica Folkner): Sending you.