Edward Goodman · Dec 21, 2024 · 5:53 PM
Inbound · 08:40 · Planner: Guest Relations · +13015185426
“I specifically have the email I sent to Lauren, telling her the proper day and proper year. So, I want this straightened out.”
Diane should verify the Scenic booking #924637, correct the date and year to match Edward's original request, and confirm payment method options available for Scenic (since they don't accept certain cards). Follow up by end of business Monday with corrected reservation confirmation and payment link.
Full analysis
What happened
Edward called to resolve a booking problem with a Scenic cruise. His planner Lauren had emailed saying she couldn't access the booking system to reserve his preferred cabin; Edward replied with correct dates and times. He then received an email from someone named Phoenix with the wrong date and wrong year on the reservation (booking #924637). Edward had not yet provided payment because Scenic doesn't accept certain payment methods and he was waiting for instructions. Tyler transferred him to Diane after brief technical difficulties with audio quality. The core issue—correcting the reservation dates—remained unresolved pending Diane's intervention.
Emotional read
Edward started frustrated and somewhat anxious about a booking mishap, but remained polite and cooperative. He experienced mild irritation with audio quality issues and hearing difficulties, but his tone stayed deferential. His frustration was directed at the prior miscommunication, not at the current agent.
Emotional arc through the call
Started frustrated about the booking mishap and unclear communication from Lauren, remained calm throughout despite audio difficulties, ended cooperative and appreciative of the transfer to a specialist.
How customer sees Pavlus
- negative · Lauren was unable to access the booking system for Scenic cruise and didn't follow up with correct information despite Edward explicitly emailing the proper dates
- neutral · Someone named Phoenix sent confirmation with wrong date and wrong year, suggesting internal miscommunication between Pavlus staff
Process friction
- planner Lauren unable to access Scenic booking system
- incorrect date and year sent on confirmation despite customer providing correct information
- unclear handoff between Lauren and Phoenix on reservation details
- payment method discussion incomplete; customer unclear on next steps for securing cabin
Customer behaviors
documenting prior email exchanges to prove he sent correct informationchecking Scenic's direct email to retrieve booking numbermanaging audio/hearing difficulties during callremaining patient despite frustration with prior agent communicationwaiting for specialist to resolve technical booking error
Topics & signals
| Topics | booking correctioncabin availabilityreservation errorwrong date and yearpayment processing |
|---|---|
| Cruise lines | Scenic |
| Buying signals | actively pursuing Scenic cruise booking with specific cabin requestprovided booking number and willing to provide payment information |
| Objections | frustrated that Lauren couldn't access booking system for Scenic cruiseconcerned about incorrect date and year on reservation confirmation |
Analyzed 2026-05-28 08:13:11 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (3,092 chars)
Agent (Tyler Snow): Thank you for calling Pavel travel home the best referral programs is Tyler at guest relations. Customer: Yes, I wonder if someone can help me or if I need to talk to lever managers on-duty right now I work with Lauren recent burger. She emailed me last night saying that she was unable to get around the booking seen it cruise for me that I wanted and I emailed back there only a few cabins. She said she would have someone take care of it over the weekend and grab the cabin for me. I got an email from Phoenix saying that she had with the wrong date and the wrong year and I specifically have the email I sent to Lauren, telling her the proper day and proper year. Customer: So, I want this straightened out. I don't think she put any money down cause she doesn't have my credit card because Seeni doesn't take mic. I would have to give her a bes I think it's just it, reservation. Is there anyone that can help me with this? Agent (Tyler Snow): Yeah, of course. Do you happen to have one of the reservation numbers that see, extend you? Customer: Yeah, I got an email for Phoenix tablet. Hasn't sent me anything yet I assume was Ren was planning to send me you know the tablet stuff when she got in on Monday. But so let me, let me look at the scenic email I got from them. Welcome you me. Yeah, the booking number is, 924637. Agent (Tyler Snow): Okay, let. Agent (Tyler Snow): 924637. Customer: Yeah, and it's for, it's for the wrong year, the wrong day. But I'm sure it's just a whole because I, as I say she couldn't put any money now. Agent (Tyler Snow): Okay. And I don't think she put it into. We'll see here. Okay. Can I have your last name, please, sir. Customer: I'm sorry. I'm sorry. I'm going to go off the Bluetooth, cause you, you're probably got my Bluetooth business. Ess let me straighten this out and I'll give you be able to hear me much better. Hang on. Customer: Is this a little better? Agent (Tyler Snow): Yes, much better. Customer: Okay, cool. Yeah, my name is Edward Goodman like a good man. Agent (Tyler Snow): Okay, let me see word. Agent (Tyler Snow): Hey, let me see you here. Customer: I can, I can't hear you. Can you put the microphone close? I'm a little hard of hearing so hearings, always a fun thing. Yeah, sound like you're in a bit of an echo chamber, but, okay. Agent (Tyler Snow): Oh, yes I'm sorry. Can you hear me? Agent (Tyler Snow): Okay, give me one second. Agent (Tyler Snow): Okay, give me one second at work. Let me grab an agent that can help you, okay? Customer: Okay, you're gonna send me to an agent that's great, thank you. Agent (Tyler Snow): You're welcome, one moment. Agent (Tyler Snow): Alrighty war, just give me one moment I'm gonna transfer you over to Diane and she'll be able to help you, okay, she just wrapping something up real quick. Customer: That's great. Thank you very much. Agent (Tyler Snow): You're so welcome. You have a merry Christmas. Cause I won't talk to you. So, she tell me she's ready. I'll just transfer you over. Customer: Okay, thank you so much. Agent (Tyler Snow): You're welcome.