Mable Brown · Feb 28, 2024 · 12:20 AM
Outbound · 08:01 · Planner: Rose Morrissey · +12102696227
“I'm gonna call you in about ten minutes. This way I could just walk over there and I'm gonna call you.”
Rose should document the $1,295.50 quote for two passengers (July 25–August 12, San Antonio–Amsterdam–Atlanta–San Antonio, Delta via Detroit) and prepare payment processing immediately when Mable calls back in ~10 minutes. Confirm whether Pavlus can match or explain the value differential vs. the $1,097 Expedia fare to close any remaining doubt.
Full analysis
What happened
Mable Brown called to book transatlantic air travel to Amsterdam departing July 25th and returning August 12th from San Antonio, Texas. She had been shopping Expedia and found refundable fares around $1,097 per person, including seat selection and one checked bag. Agent Rose quoted $1,295.50 per person on Delta via Detroit, which was higher than the Expedia option. The customer was initially hesitant and distracted, but engaged with the agent to confirm routing, cabin class (economy with premium features), and return flight from Amsterdam to Atlanta then home. By call's end, the customer had accepted the quote and committed to calling back within ten minutes with payment information to finalize the booking.
Emotional read
Customer was casual and somewhat scattered at the start, distracted by neighbors and outdoor environment, but grew increasingly engaged and focused as the agent narrowed down flight options. By the end, the customer was ready to transact and committed to calling back to provide payment within minutes—a clear warming and shift toward decisiveness.
Emotional arc through the call
Started distracted and somewhat skeptical, referencing competitor pricing, but warmed and became decisive once the agent locked in a specific quote and itinerary, moving from tentative comparison-shopping to ready commitment.
How customer sees Pavlus
- neutral · Customer mentioned Uniworld was recommended by neighbors, signaling word-of-mouth awareness of Pavlus brands, though no direct comment on Pavlus itself
Value perception
Customer found lower fares on Expedia ($1,097 vs Pavlus $1,295.50) with comparable features (refundable, seat selection, luggage included), but did not explicitly state why she chose to continue with Pavlus despite the price gap.
Customer behaviors
comparison-shopping against Expedia pricing and termsdeferring payment decision pending retrieval of credit cardverifying itinerary details and cabin class specificsasking clarifying questions about airport codes and routing optionsmultitasking with family/neighbors present during call
Topics & signals
| Topics | flight pricing comparisontransatlantic air travelseat selection and luggage policiescabin class optionsmulti-leg routing |
|---|---|
| Destinations | AmsterdamTexasDetroitMinneapolisAtlanta |
| Cruise lines | Uniworld |
| Buying signals | asked agent to hold pricing while retrieving credit cardagreed to call back within ten minutes to complete bookingconfirmed return date and both outbound/return itinerary detailsasked agent to remain available and confirmed willingness to finalize |
| Objections | found lower comparable fares on Expedia with more flexible cancellationuncertain about premium vs economy cabin classification and pricingneeded to retrieve payment method before committing |
Analyzed 2026-05-23 06:26:21 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (6,890 chars)
Agent (Rose Morrissey): Hi, this is rose. I am so. Customer: Oh, rose. Well, I was, well are you very busy? Are you able to you know, help us out? Okay. Agent (Rose Morrissey): I can help you now I helping you now. That's why I'm calling. It's been. Customer: Okay. Agent (Rose Morrissey): Crazy cause it's coming towards the end of the month. And all the vendors promotions are coming to an end. So everybody's calling in for their vacation. Yeah. Okay. So hold on a second. Yeah. Customer: Okay. Customer: Oh. Customer: Okay, I see, well, we were just, we were actually, we kinda gave it up a little bit because we started to go into Expedia travel to see what they had and they had some, they had some fairs that were like, it was like I think the one that we were interested was one that had a non refundable and I mean, no, no, non refund, it was refundable and it was, you know, they didn't charge any cancellation fees or anything. You could change it and I think it was, oh, cause I'm outside and I think I have a bug in my mouth. Agent (Rose Morrissey): Uh-huh. Okay. Customer: I had a pug did you believe that I'm not gonna eat it? What if I get bugs or something? But anyway, I'm so sorry, we're here with some neighbors and I just talking there's some bugs right now, that's a little warmer weather, but so, we want a, a flight that's comfortable at a good price to but also does. Agent (Rose Morrissey): That's okay. Agent (Rose Morrissey): What was this late? What was the flight that you had with? Customer: It was delta it was delta and it was an air bus one and I think it left, it was at 1230. I left at five, it left at 5:30 and it was only eleven hours and 51 minutes and it went through Minneapolis or Detroit. Minneapolis and. Agent (Rose Morrissey): It was delta. Agent (Rose Morrissey): Okay, so we're, are we leaving? Let me look at your schedule here. Customer: It would be the twenty fifth. Agent (Rose Morrissey): Departing on the twenty. Agent (Rose Morrissey): 5th of July arriving there on the twenty sixth do we have a pre night for you? Customer: No, we don't that. Agent (Rose Morrissey): Okay, so we need to get that. Okay, so we need to work on it. So you're gonna leave on the twenty fifth, right there, on the twenty sixth. Okay, one July 25th. Where, what which airport are you flying out of in Texas? Customer: Yeah, hold. Customer: Yes. Customer: San, Texas. Agent (Rose Morrissey): San, okay, to. Agent (Rose Morrissey): One. Agent (Rose Morrissey): I don't wanna interrupt your family I mean, you're, you're, know, you're having company over. Customer: Yeah, we're just here with, actually, we're here with the neighbors and they're the ones that told us about, you know, world and so but it's san San, there's, are there two airports in Amsterdam. Agent (Rose Morrissey): Yeah, yeah, uni world. Agent (Rose Morrissey): What? Agent (Rose Morrissey): AMS, just A-M-A-M-S just to, yeah. Customer: Oh, it's just AMS. Okay, that was a little confusing to see. There was seemed like there was one call central something but, but yeah, that would be there. Agent (Rose Morrissey): Okay. So, we could do, we could do san, San to Detroit, Detroit to Astra. Customer: Okay. Agent (Rose Morrissey): And were you looking at regular economy fair, or were you looking at business class? Customer: I think it was the one that was, it was like, I it's a little confusing, but I think it was economy, but it was, it had the main cabin that you can choose, you can choose your seats and it had. Agent (Rose Morrissey): Premium economy, then it was it premium economy. Customer: It probably could, and you can also and they don't charge you for one piece of luggage each. Agent (Rose Morrissey): Okay, so premium economy. Customer: Mm-hmm. Agent (Rose Morrissey): And nine? Agent (Rose Morrissey): And what was the price they gave you? Customer: I'm sorry, what was that? Agent (Rose Morrissey): What was the price? Customer: Oh, the price was a $1,000. I think it was $1,097, I think it was. Agent (Rose Morrissey): Oh, you sure that was that, that's not premium economy. Uh-huh mc is going to be higher. So, you're looking at a regular the lowest economy fair to on delta. No, that's not gonna be, hold on a moment. Customer: Oh. Customer: Mm-hmm it's one that allows you to have a, a luggage or at least one piece. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): And then returning you are coming from. Customer: Steve. Agent (Rose Morrissey): Bazzle coming. Oh, you're coming from that's right. And what was the. Customer: Oh, wait. Well, we're not. Yes, because the family is gonna pick us up there at Bo. Agent (Rose Morrissey): Okay. So what is the date you're gonna come out of sugar? Customer: August 12th it should be on a Monday. Agent (Rose Morrissey): On the. Customer: Is that our chicken field? Customer: Well, I'm just hoping that. Customer: And, it could be Rachels but. Customer: Cause our because they're inside the coop when they're gonna la. Customer: Well, I'm gonna see what she has to tell me. Agent (Rose Morrissey): E-R two. Agent (Rose Morrissey): And a. Agent (Rose Morrissey): Still guard Atlanta to san San is that what you found? Customer: Mm-hmm yes, mm-hmm because. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): So. Customer: Yeah, this line. Customer: Whats of my folks came? Okay. Customer: Would it be funny if Ingrid knows a line decker over there? Probably, you guys are just chasing us used to long ago that was the department store no one. Agent (Rose Morrissey): Okay, here's my price. This will take you from san San delta I mean to Detroit, Detroit to Amsterdam on delta on the 25th of July and then so guard to a Atlanta to san San, on the 12th of August $1,295 50¢. Customer: Save it to them. Customer: Mm-hmm. Customer: Mm-hmm. Customer: Mm-hmm. Customer: We need, okay, and that's for two people or per person. Agent (Rose Morrissey): For person? Customer: Okay, alright. And you know, I don't have a pin with me right now. Do you mind if I, are you gonna still be there at the office? Are you at the office? Okay. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Yeah, I'm going to be still here. Yeah, I'm in the office. So just, just call me and, and, and let me know when you're at home. I'm gonna be here for another hour and a half here at the office, okay? Customer: Okay, I'm gonna be on my way. Okay. Customer: Okay, I'm gonna call you in about ten minutes. How's that? This way I could just walk over there and I'm gonna call you. I'll return your call on the call that you called me right now, whatever it is. Okay. Alright then. Alright, I'll be calling you, okay rose, alright then. Alright, hold on to that stuff, alright? Alright, bye-bye. Agent (Rose Morrissey): A that sounds good. Agent (Rose Morrissey): Okay, thank you. Talk to you later. Yes, yes, thank you, yeah, bye-bye.