Soifer Robert · Jul 21, 2026 · 5:07 PM
Inbound · 03:58 · Planner: Chey Cherry · +19178535962
“He did say that I had to call my travel agent to do anything cause it was booked through Pavlus.”
Research Silversea's available tours in Copan on August 18, including waitlist status for the sold-out CPH-R 4-hour option, compile 2–3 alternatives (including non-Silversea options per customer interest), and email Robert with recommendations by end of day with clear pricing and cancellation details for his 8-hour booking.
Full analysis
What happened
Robert Soifer called to modify an excursion on his existing Silversea cruise (booking 708789, August 11-18). He had tried to cancel an 8-hour tour scheduled for August 18 in Copan, but Silversea directed him back to Pavlus since the booking was made through the agency. The customer wanted to know if the sold-out tour had a waitlist or if there were alternative tours available. The agent (Chey) confirmed Pavlus could research options, promised to send an email with alternatives, and committed to follow up with him the same day. The call ended positively with the customer's frustration resolved.
Emotional read
The customer was polite but slightly frustrated at the start due to a poor phone connection with Silversea and confusion about who could help. He warmed considerably when the agent confirmed Pavlus could assist and committed to a follow-up. He ended the call noticeably more relaxed and positive, saying 'that would be great' when the agent offered same-day follow-up.
Emotional arc through the call
Started mildly frustrated due to a poor connection with Silversea and confusion about who to contact, then warmed noticeably when the agent confirmed Pavlus could help and promised same-day follow-up.
How customer sees Pavlus
- positive · relieved and grateful that Pavlus could handle the excursion change, after Silversea said it had to go through the booking agency
- positive · pleased when agent offered same-day follow-up: 'Oh, that would be great'
Process friction
- customer had to call Silversea first, who redirected him to Pavlus rather than handling the change directly
Value perception
The customer implied Pavlus's role as the booking agent gave them the authority and responsibility to handle excursion changes, which he accepted once the agent confirmed it.
Customer behaviors
seeking to modify an existing excursion bookingwilling to accept alternative tours if the preferred one is unavailabledeferring decision pending agent research and email follow-up
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | excursion modificationtour cancellationwaitlist inquiryalternative tour options |
|---|---|
| Destinations | Copan |
| Cruise lines | Silversea |
| Objections | preferred tour was sold out, seeking waitlist or alternative |
Analyzed 2026-07-21 17:16:15 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (2,616 chars)
Customer: Yeah. Agent (Chey Cherry): Good morning. Thank you for calling Pavlus travel, this is Chay speaking. Customer: Hello? Hello? Agent (Chey Cherry): Hi, this is Jay with Pavlus. Travel, can you hear me? Customer: Now I can, yes, thank you. My name is Bob soy for, I booked a Silversea cruise through you booking number 708789. Dash 25. Customer: I'd like we booked, it's a silver seas cruise, leaving the tenth or eleventh, eleventh to the eighteenth. On the eighteenth we booked a eight hour tour that we would like to change, I called silver overseas but they said I booked it through you guys. So I'd like to know if I cancel that. Customer: The one we wanted, they said is sold out. Is there a wait list or is there another tour that you would recommend on the 18th of August? So that's my question. Agent (Chey Cherry): Okay, so I do have your profile here as far as a recommendation, we would have to review it and get back to you with that let me. Customer: With who? Agent (Chey Cherry): Get back to you with it we would have to just see what the options are. We're not familiar with all of their options so we just have to see what's out there. Customer: Yeah, that would be good. Customer: And it could be a non SIL receipt tour. Agent (Chey Cherry): Okay. Customer: Do I talk to my travel agent or do you help me on this? Agent (Chey Cherry): No, we assist you with this. In Coe Hagan. Let me see, let me just look at your profile. Agent (Chey Cherry): Okay, yeah we can do some research and see what we can find for you regarding that. I see it here, okay. Customer: I don't do anything they'll let me know, they'll call me or email me. Agent (Chey Cherry): Yes, so we'll send you an email once we find some options and then that way you can take a look and see if anything interests you. Customer: Yeah. Customer: The one that we were looking at in Copan and. Customer: We're give you the tour, Nate number, just. Customer: CPH dash R. Customer: Four hours. Customer: So, I couldn't understand the fellow I was talking to, so I really don't know. You know. He might have said something but unfortunately, I didn't understand and we had a very poor connection. But he did say that I had a call my travel agent to do anything cause it was booked through Pavlus. Customer: So, thank you for your help. I look forward to hearing from you. Agent (Chey Cherry): Okay. Yes sir, yes sir. I will follow up with you today. Customer: Oh, oh, that would be great. Agent (Chey Cherry): Alright, alrighty. Well, thank you so much for calling. Oh, my pleasure. Customer: Okay, thank you. I'll speak to you soon.