Kevin Rose · Aug 7, 2026 · 2:34 PM
Outbound · 08:54 · Planner: Pam Chavez · +17752246283
Sentiment
positive (0.65)
Intent
rebooking
Trajectory
improved
“We did the land tour northern France with Tauck, really nice. Let me know how the Tauck is, we never done a Tauck river.”
Next best action
Email Kevin within 24 hours with: (1) confirmation of Tauck El tour availability Oct 15 and pricing; (2) clarification on whether promo code BN26 applies to the new Viking cruise dates and the net price; (3) confirmation that the existing deposit transfers to the new booking dates. Request his approval to proceed with the rebooking once all three items are confirmed.
Email Kevin within 24 hours with: (1) confirmation of Tauck El tour availability Oct 15 and pricing; (2) clarification on whether promo code BN26 applies to the new Viking cruise dates and the net price; (3) confirmation that the existing deposit transfers to the new booking dates. Request his approval to proceed with the rebooking once all three items are confirmed.
Full analysis
What happened
Kevin called to restructure a 2028 trip: he wants to move from a September 26–October 12 Japan biking cruise + Tauck tour to a new itinerary where he books a Vancouver–Tokyo Viking cruise (Sept 21–Oct 14) and a Tauck land tour starting Oct 15, creating a one-night hotel bridge. He provided specific cabin preference (3079, VV2 category) and a promotional code (BN26) that won't price online. Pam acknowledged the request, offered to check Tauck availability and investigate the code applicability, and said she would make the change. The call ended with Kevin thanking her and no explicit payment or final confirmation taken, though Kevin's language ('if all this works out I'm gonna go and make the change') suggests conditional readiness pending Pam's follow-up on pricing and availability.
Emotional read
Kevin started matter-of-fact and detail-oriented, grew warmer and more collaborative as the agent engaged with his itinerary logistics. He became more relaxed and conversational when Pam shared her own travel experiences with Tauck and Alka, moving from transactional to a friendlier rapport by call end.
Emotional arc through the call
Started cautious and procedural with technical frustrations, gradually warmed up as Pam engaged authentically with his itinerary details and shared her own Tauck/Alka experiences, ending the call in a collegial, friendly tone.
How customer sees Pavlus
- positive · Kevin thanked Pam by name and said 'that's what I like' in response to her willingness to investigate and act on his request
- neutral · Kevin noted he received promotional codes from Viking directly and needed Pavlus to interpret/apply them, implying Pavlus adds value in code handling
Process friction
- Agent had technical issues mid-call (headset malfunction, computer disconnections) requiring customer repetition
- Customer had to spell out promotional code multiple times due to transcription confusion (BN26 vs BN, and date vs number mix-up)
Value perception
Kevin implied Pavlus's value is in translating Viking's promotional codes (which he receives but cannot apply online) and orchestrating multi-leg itineraries. He stated, 'I don't know what you guys can look at your specials' and relied on Pam to investigate code applicability rather than going direct.
Customer behaviors
consolidating two existing bookings into a new itineraryseeking promotional code application and discount optimizationproviding specific cabin preferences upfrontdeferring final decision pending agent verification of tour availability and pricing
Closing technique
Attempt: soft Outcome: deferred_commitment Payment: none
Close language used:
- “So Kevin if all this works out I'm gonna go and make the change. Yes.”
Signals the agent didn't act on:
- Customer said 'if you can check on that' and 'if you can contact' regarding Tauck availability and deposit transfer, but agent never confirmed a specific date for follow-up or next touchpoint
- Customer asked 'if there's some kind of code out there, I don't know about' and agent did not commit to proactive search for additional codes beyond code investigation already mentioned
Topics & signals
| Topics | cruise itinerary modificationViking River cruise transfer vs cancellationTauck land tour bookingpromotional discount codescabin selection and pricinghotel continuity between bookings |
|---|---|
| Destinations | VancouverTokyoJapanParisNormandyFrance |
| Cruise lines | Viking River CruisesTauckAlka (Uniworld) |
| Buying signals | specified exact cabin number 3079 category VV2 for North Pacific Passageasked agent to confirm Tauck El tour availability for October 15thinquired about deposit transfer mechanics showing readiness to proceedstated 'if all this works out I'm gonna go and make the change' |
| Objections | unsure if promotional code BN26 applies to new cruise datesconcerned whether deposit on old booking transfers to new datesconfused about online vs phone booking requirements for discounted fares |
Analyzed 2026-08-07 14:46:31 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (8,777 chars)
Customer: Hello? Hello? Agent (Pam Chavez): Kevin, I don't know what's wrong with my headset. Sorry. Customer: Oh, well, yeah, I was gonna say exist, yeah, can you hear me now? You're on your cellphone, right? Agent (Pam Chavez): Oh, what the deal was? I can hear you. Yeah. Agent (Pam Chavez): No, I'm on my work phone. I'm on he, yeah, that's, that is basically my Lam, I mean, my work line, the 800 number goes to this, it goes to this number but if you want like, if you wanted to text me on a phone number it has to be this phone number. The 505 number. Customer: Oh, it's coming up as a 50505 is your cell. Customer: Oh, okay. I thought the eight the eight whatever. Oh, yeah. Customer: Yeah, so here's a couple of questions. Are you ready? 2028 we booked a biking Japan cruise which leads like September 26th. I, I'm just throwing this out here and then we were picking up ata tour on October 12th. Agent (Pam Chavez): Yeah, mm-hmm I think so. Mm-hmm. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): Mm-hmm. Customer: So, here's my question. If I can just put some new cruises out when I go some Vancouver to Tokio and September. Customer: 2028. Agent (Pam Chavez): Mm-hmm. Customer: And it ends up in Tokio and then there's a tap tour that I wanted to take and. Agent (Pam Chavez): Mm-hmm. Customer: Biking shows up on October 14th and right now I'm on the out for October 12th but to in October 15th so in theory I could get off the Viking ship on October 14th and then do the free hotel we talk on the fourteenth and then then jump on to talk to her on the fifteenth. So, so that's what I, that's what I, yeah, so with Viking somebody said you can transfer a reservation as opposed to cancel. Okay? Alright, do you want to look in that? Do you want me to send you what I'm looking at or do you, we can do it right now if you want? Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): Mm-hmm. Mm-hmm. Agent (Pam Chavez): Yeah. Agent (Pam Chavez): Yeah, yeah, absolutely. Mm-hmm, mm-hmm. Agent (Pam Chavez): Yeah, hold, send me that some. Well, let me just okay so there's October 15th small group call for details let me first found it about twelve so, oh, it let me just find out first about tell what is the name. Customer: Yeah. Customer: Pardon, yeah. Customer: Yeah, yeah, we put that they took. What's that, go ahead. Agent (Pam Chavez): What is the name of the exact biking cruise? Customer: Called north Pacific passage. Customer: Leaves Vancouver on. Customer: October. No, excuse me. Agent (Pam Chavez): Hold on just a second. My bike biking is not working here like at all. Customer: Yeah. Agent (Pam Chavez): And my, my computer disconnected like twice already today. I'm sorry what is it called again? North Pacific message? Customer: Believe. Customer: No, it's called north Pacific. Yeah, north Pacific passage and it leaves Vancouver on 21st of September, 2028. And it gets the Tokio. On 14th of October, 2028. Agent (Pam Chavez): No, just, I'm just mentioning this because there's also the eighteenth it gets on the tenth but you want to just take advantage of the complimentary night. Customer: Yeah. Customer: Yeah. But I wanted to, yeah. And then just get off the ship and go to the El hotel and not do all neat stuff. Yeah. Agent (Pam Chavez): Mm-hmm mm-hmm alright. Okay, same category on this so what are we looking at? Customer: Yeah, we like lower level when we're crossing because if it gets rough Cs like, the bearing C might, I can tell you what cabin I would like to let, let me me go to the. Oh, good. That gonna be a. Agent (Pam Chavez): Okay. Agent (Pam Chavez): Yeah, absolutely. Customer: It's gonna be 3079. Agent (Pam Chavez): Category of do you know, is it a v2? Okay, alright. Customer: Wage VV v2. Yeah. Customer: And I got, and I don't know what you guys can look at your specials. I know I got this another letter from these guys come on Viking and they gave, they gave me a code but it says I can't price it online, I have no idea, it says I have to call my travel advisor. Agent (Pam Chavez): Mm-hmm. Mm-hmm. Agent (Pam Chavez): Okay, hold on one second. What is the code number? Customer: Yeah, go it it's B N2 six. Customer: And that's one of these pass passenger discounts with savings and yada yada yada yada. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): They don't even let me book, book that online because of the well you know what but it's, I don't think that applies to this but there is one that does it's the SW hold on sec 28. Customer: A. Oh, okay, yes, says contact your travel or contact. Customer: Okay. Customer: Cause yeah, I went to the pal website and. Customer: Yeah, when I did that, should I call biking and ask them what it is? Cause it comes up with a. Agent (Pam Chavez): No, no, that's alright, I mean I'll ask them if it's if it applies. Customer: Yeah, because it, yeah, when I hit apply, it says accept it but I have to contact biking says this code is valid but you can't redeem an online. Agent (Pam Chavez): And tell me again. B-M-B-M 26. Customer: Yeah, Bravo November 26th and I don't know what it, yeah. Agent (Pam Chavez): Oh, November, okay. Agent (Pam Chavez): No, I think I heard you, I think I heard you say B-N-B-M and not B-N, okay, okay. 6999. Customer: Probably November. Yeah, I talked a traffic control, yeah. Agent (Pam Chavez): Either one is either one works okay. The B, N probably just get you six month pay payment, final payment six months before which that happens anyway, because of your, you've got several bookings on board. Customer: Yeah, I know what, I didn't know if they but yeah, yup. Agent (Pam Chavez): Alright. Let me, let me make sure that El has availability on that. The 15th of October. Customer: Yeah. I'm sure they do, because it just announced they don't have the prices out there, so, yeah, if you can check on that. Yeah, I know. I hear you. No, I know. Yeah, well, if you can contact and we had to put a deposit down, I'm assuming that deposit would transfer over to that new date. Okay, just wanna make sure. Yeah, cool. And if, and the biking thing, I get all these stupid emails with, you know, these codes we drive you and I don't know if there's anything out there right now with the poop. I know that you know, they come and go almost daily and yeah, so if you know a code I we always get them but always do, you know, like I said, I just got a letter a couple of days ago with this code here. Alright, were you going on vacation? Yeah, the B-N. 26. Agent (Pam Chavez): I know, but that's the whole thing that people is already making reservations for that time. Agent (Pam Chavez): So. Agent (Pam Chavez): Oh, yeah. Oh, yeah, yup, yup, yeah. Agent (Pam Chavez): Mm-hmm. Mm-hmm. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): With the big, the big I'm going, I'm going to Paris, Normandy on to yay, yeah, it's, is it good? Yeah, Paris trip. Mm-hmm. Customer: Wow, we did that, we did the, is it a river cruise or is it the land tour? Oh, okay. Yeah. We did the land tour northern France with tok. Is really nice. So we're I mean you know, with yeah, yup, so have you, you've been over there before, right? Agent (Pam Chavez): Oh, cool. Agent (Pam Chavez): I have actually my husband John and I went to a Harrison normy with alma for honeymoon. So, oh, I know. Yeah, that was, that was really cool. Yeah. I'm actually what I'm really anxious about because this is on brand-new ship, that's M. S. Seren. So one of their brand brand-new. Ships I was just Christian I guess in like April but I'm anxious to see the difference between Alka to see what they do different way of south is going outshine I'm sure. Customer: Okay, yeah, no, I love Mona's place and I Hera and they obviously the yup, that's really cool spot, cool. Customer: Oh, okay. Customer: Yeah, okay. Customer: Yeah, I'd be. Yeah, let me know because yeah, I just wanted to, yeah, let me know how the tauck is, we never done a talk river and you know I know that they're, they don't do as many passengers is liking so, cool. Agent (Pam Chavez): Oh, yeah. Agent (Pam Chavez): We've done, we've done probably about three river cruises with Al and they've all been fabulous. Yeah, really, really good. All inclusive. So, so Kevin if all this works out I'm gonna go and make the change. Yes. Customer: Okay, yeah, I've never done it. The days wouldn't have to do it. Cool, alright, that's what I like, alright. Customer: Yeah, go ahead. Yeah, that works and if there's some kind of code out there, I don't know about, I mean, you know, you don't have to talk. Alright, sounds good. Alright, thanks Pam. Talk to you later. Bye-bye. Agent (Pam Chavez): The changes. Agent (Pam Chavez): Oh, yeah. Agent (Pam Chavez): Good. Thanks. Have a good day. Thanks, bye.