Mable Brown · May 21, 2025 ยท 6:30 PM
Inbound · 08:58 · Planner: Denise Fritz · +12102696227
“I've been trying to reach you about some airfare tickets one was of a cancellation and then reschedule flight that didn't match and then the other one I hadn't yet received the confirmation.”
Denise or another agent should call Mabel back within 24 hours (before Denise leaves) with her case file pulled, confirm receipt of the August 3rd Guadeloupe booking details, and resolve the flight reschedule mismatch and missing confirmation email in one call.
Full analysis
What happened
Mabel called in to address airfare issues: a flight cancellation requiring reschedule that didn't match her original booking, and a missing confirmation for a trip to Guadeloupe on August 3rd. She references a prior agent named Rose and tries to locate her paperwork to provide details. The agent (Denise) indicates she is leaving the next day and is unsure if Rose forwarded the case. The call suffers from severe audio or connection problems in the second half, with the agent repeatedly asking if Mabel is present. The issues remain unresolved and the call appears to end abruptly without resolution or clear next steps.
Emotional read
Mabel starts frustrated and seeking help with unresolved booking issues. She attempts to retrieve paperwork to provide details. The call deteriorates significantly when repeated connection problems or audio dropout occurs, leaving her unable to communicate with the agent, which likely heightens her frustration given she was already troubleshooting a problem.
Emotional arc through the call
Started frustrated and problem-focused, then declining into confusion and potential abandonment as call experienced repeated audio drops and lack of agent responsiveness.
How customer sees Pavlus
- negative · implied frustration that she has been trying to reach someone ('I've been trying to reach you') and prior communication may not have been handed off between agents
- negative · agent Denise is departing the next day and focused on wrapping up emergency items, suggesting the customer's issues may not be prioritized
Process friction
- customer unable to reach agent about pending airfare problems
- unclear handoff between agent Rose and other staff; prior communication not documented in system
- confirmation email never arrived for August 3rd flight
- severe connection/audio dropout during call preventing resolution
Customer behaviors
seeking support for unresolved booking issuesattempting to gather paperwork to provide detailscalling back after prior attempt to reach Roseexperiencing call quality degradation
Topics & signals
| Topics | airfare issuesflight cancellation and reschedulemissing confirmationUnited States to Guadeloupe |
|---|---|
| Destinations | Guadeloupe |
| Objections | unable to reach agent about pending airfare problemsflight reschedule did not match original bookingconfirmation email not yet received for August 3rd flight |
Analyzed 2026-05-23 08:38:43 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (1,778 chars)
Agent (Denise Fritz): As travel air department you speaking with you. Customer: Hi, Denise. Agent (Denise Fritz): Speaking. Customer: Yeah, this is Mabel brown and I've been trying to reach you about Bruce. Can you turn the water off? Thank you. I've been trying to reach you about some airfare tickets one was of a, a cancellation and then reschedule flight that didn't match and then the other one I hadn't yet received the confirmation it's a, a unit to stud guard for August 3rd. But let me get into my paperwork here and I can give you some more information. I don't know if rose may have sent this to you or someone else. Agent (Denise Fritz): I don't, I doubt it cause I'm leaving tomorrow afternoon for. Agent (Denise Fritz): Over a week. So I highly doubt it cause I'm just trying to wrap up a few emergency things today. So let me just see if she sent it over to somebody else here. Yeah. Customer: Okay. Oh, wow. Oh. Customer: Okay. Well, let me see if that. Customer: Okay. Okay. Alright. Agent (Denise Fritz): No, I don't think she sent in. Do you remember when you talked to her? Agent (Denise Fritz): Maybe, do you know when you talked to rose? Agent (Denise Fritz): Hello. Agent (Denise Fritz): Madle. Agent (Denise Fritz): Are you there? Agent (Denise Fritz): Hello. Agent (Denise Fritz): Hello. Agent (Denise Fritz): Meddle. Agent (Denise Fritz): Mabel, you still there. Agent (Denise Fritz): Mabel, are you still there? Agent (Denise Fritz): Hello. Agent (Denise Fritz): Mabel. Agent (Denise Fritz): Hello, are you there? Customer: Yeah. Agent (Denise Fritz): Hello. Agent (Denise Fritz): Mabel. Agent (Denise Fritz): I'm able. Agent (Denise Fritz): Hello. Agent (Denise Fritz): Hello. Agent (Denise Fritz): Mable. Agent (Denise Fritz): Hello. Customer: Okay.