Edward Goodman · Jun 17, 2026 · 6:25 PM
Outbound · 00:39 · Planner: Lydia Lagos · +13015185426
“No, I want to talk to the person that dealt with the issue.”
Ryan should call Edward back at the confirmed number immediately to re-engage on the original issue and avoid further frustration from repeated handoffs.
Full analysis
What happened
Edward called back after a disconnected call. Lydia answered and offered to help or transfer him, but Edward explicitly stated he wanted to speak with Ryan, the agent who had originally dealt with his issue. Lydia acknowledged this, confirmed his callback number, and promised to relay the message. The call ended without resolution to Edward's underlying issue.
Emotional read
Edward was direct and firm in his request. He showed mild frustration at being offered assistance by an agent unfamiliar with his issue, but remained polite. His tone was transactional and goal-focused rather than warm.
Emotional arc through the call
Edward remained consistently firm and slightly frustrated throughout; no arc detected.
How customer sees Pavlus
- negative · Customer rejected assistance from Lydia and insisted on speaking with Ryan, the original agent—implying lack of confidence in continuity or consistency of support from other team members
Process friction
- call was disconnected, requiring customer to call back
- customer had to deal with a different agent rather than the one familiar with his case
Customer behaviors
seeking continuity with original agentasserting preference for specific team memberkeeping callback brief and direct
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | prior issue resolutionagent continuity |
|---|---|
| Objections | wants to speak with the specific agent (Ryan) who handled his issue, not a substitute |
Analyzed 2026-06-18 10:31:42 by claude-haiku-4-5-20251001. Confidence 0.70.
Transcript (654 chars)
Customer: Hi, it's Edward. Agent (Lydia Lagos): Hi, this is Lydia. I'm so sorry. I think the phone call got disconnected but I just was wanting to connect and let you know that Ryan does appear to be on the other line right now. But I do see the email for reference and can assist with any questions you may have. Customer: No, I want to talk to the person that dealt with the issue. Agent (Lydia Lagos): Okay. Absolutely. I can let her know that you called. Is this the preferred callback number for you? Customer: It is. Thank you very much. Agent (Lydia Lagos): Of course, my pleasure. I will let her know. Have a great day. Okay. Customer: Okay, bye.