Mable Brown · May 21, 2025 ยท 4:53 PM
Inbound · 01:14 · Planner: Sam Moya · +12102696227
“we were supposed to fix a delta airline flight that came back with a change and anyway it's wrong”
Sam should retrieve Mabel's booking using her name and date of birth, then immediately address the two flight issues: verify the incorrect Delta change and send the missing airfare confirmation for the August 3rd cruise departure. Follow up via email within 24 hours with confirmation numbers.
Full analysis
What happened
Mabel called to follow up on issues discussed with agent Rose the previous day. She has two unresolved problems: a Delta airline flight that was changed (not cancelled) and is incorrect, and a second airfare that needs confirmation for an August 3rd cruise departure. When asked for her booking number, Mabel indicated she would look it up but the transcript cuts off mid-conversation, so the issue was not resolved during this recorded portion.
Emotional read
Mabel sounds mildly frustrated and somewhat disorganized. She references a prior conversation with Rose but cannot immediately locate her booking details, suggesting some confusion about the status of her reservation. Her tone is functional but not enthusiastic.
Emotional arc through the call
began slightly frustrated and became slightly more disorganized as the call progressed and booking details could not be immediately located.
How customer sees Pavlus
- neutral · mentioned prior conversation with Rose about fixing airline issues, implying a prior relationship with the agency
Process friction
- customer had to call back to follow up on issues from prior day conversation with Rose
- customer was not provided or does not have her booking number readily available
Customer behaviors
following up on unresolved prior issuesseeking confirmation and corrections on flight detailsdisorganized about booking information
Topics & signals
| Topics | Delta flight change/errorAirfare confirmation neededCruise connectionBooking lookup |
|---|---|
| Objections | Delta airline flight came back with a change that is wrongsecond airfare needs confirmation but hasn't been received |
Analyzed 2026-05-23 09:05:54 by claude-haiku-4-5-20251001. Confidence 0.50.
Transcript (868 chars)
Customer: Hello. Agent (Sam Moya): Travel air appointment, Sam speaking. How may I help you? Customer: Hi, Sam. My name is Mabel brown and I spoke with rose yesterday kind of mid morning is and we were supposed to fix a a delta airline flight that came back with a not a cancellation but a a change and anyway it's wrong and also the second one, the second airfare was a, we need a confirmation for the unit to ste Gard. For August 3rd and my name is Mabel brown. Agent (Sam Moya): Okay. Mabel, and these are for Pavlis flights, is that correct? Or is it with a cruise? Customer: So, it's with tablets, it's with rose. It connected to a cruise. It's when the, when the August 3rd the boat. Agent (Sam Moya): What is your booking number for your reservation? Customer: Oh! Oh, I don't have it here with me. I could look it up real quick. Customer: Hello. Customer: Two.