Tori Rice · May 11, 2026 · 3:38 PM
Inbound · 02:08 · Planner: Air Department · +15128094243
“I've been trying to get a hold of Mandy McMullen for over a week and we need confirmed prices so we can start booking.”
Mandy should call Tori at 512-809-4243 within 24 hours with confirmed pricing for the seven-person group resort booking for August, reflecting the date and location changes already discussed, and be prepared to take the booking immediately.
Full analysis
What happened
Tori called seeking to reconnect with her assigned planner Mandy McMullen regarding a seven-person group resort booking for a bachelorette trip in August. She has been trying to reach Mandy for over a week and needs updated pricing after changing both dates and locations. LeAnn transferred her to Mandy (who was available), took her contact information, and committed to having Mandy call her back with pricing details. The call was brief and transactional; no booking was completed but Tori remains actively engaged and ready to proceed once pricing is confirmed.
Emotional read
Tori is friendly and cooperative but shows underlying frustration with the lack of responsiveness from her assigned planner. She remains solution-focused and appreciative of LeAnn's help, maintaining a positive tone throughout despite the communication gap.
Emotional arc through the call
Tori began frustrated about lack of contact but quickly became cooperative and appreciative once LeAnn offered to reconnect her with her planner.
How customer sees Pavlus
- negative · been trying to get a hold of Mandy McMullen for over a week—no response despite needing confirmed prices to move forward with booking
Process friction
- assigned planner unresponsive for over one week despite active trip planning needing booking confirmation
- customer had to make inbound call to reconnect rather than planner proactively following up on pending pricing
Customer behaviors
coordinating multi-party group booking (seven people)actively iterating on trip details (dates and locations changed mid-planning)seeking cost confirmation before committing to bookingdeferring decision pending receipt of updated pricing from planner
Topics & signals
| Topics | group resort bookingpricing confirmationdate changeslocation optionsbachelorette trip planning |
|---|---|
| Buying signals | ready to move forward with booking once pricing confirmedactively coordinating seven-person group commitmentrequesting confirmed prices as prerequisite to booking |
| Objections | unable to reach assigned planner for over a week despite needing confirmed pricesuncertain how to obtain updated pricing after changing dates and locations |
Analyzed 2026-05-23 23:07:44 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (1,945 chars)
Agent (Leann Wright): Thank you for calling Pavlus travel air department. This is LeAnn how may I help you. Customer: Hi! LeAnn I've been trying to get a hold of Mandy McMullen. We've been in contact for a a trip we're trying to take for my sister's bachelor at in August and it's been over a week. I know she was sick at one point but I'm just trying to get a few more answers so that we can start you know, getting to like booking and but I need confirmed prices on the dates that we changed to. So I'm just trying to figure out how to get that information. Agent (Leann Wright): Oh, okay. Agent (Leann Wright): Sure, so is it about air then for the date you're talking about or is it like a tour or cruise or something? Oh, yeah, so let me. Customer: Resorts, it's like resorts, like we're looking into mm-hmm. Agent (Leann Wright): Okay. Let me see if Mandy is available. What's your name? Customer: Tori rice. Agent (Leann Wright): Okay. And is it just one booking, multiple bookings or referral booking. Okay. Customer: It's kinda like a group, it, it's like a group booking of like seven girls and we're just trying to get a, a budgeting for what that would cost. Agent (Leann Wright): Okay, alright. Well actually I can see man, he's on the phone, so let me get your phone number and I'll have her call you back. Customer: Okay. Yeah, my number is, 512-809-4243. Agent (Leann Wright): Okay. Alright. I will give her the message so she can get with you and get pricing for something like that. Customer: Okay, great. Customer: Yeah, we, we've been talking it's just been, like, she sent me one thing, and then I wanted her to change like, the dates that we chose and then looking into a different locations, so, yeah. Agent (Leann Wright): Okay. Agent (Leann Wright): Oh, gotcha. Okay. That's a lot. Alright, I will give her the message. Customer: Okay, thank you. Agent (Leann Wright): Oh, my pleasure. Thank you. Customer: Alright, bye.