Edward Goodman · Aug 4, 2025 · 6:10 PM
Outbound · 08:40 · Planner: Lauren Riesenberger · +13015185426
Sentiment
positive (0.75)
Intent
ready_to_book
Trajectory
steady
“I'm always nervous I like to get the cabins locked in and to find three Skype suites in a row online with a little tough”
Next best action
Upon receipt of Edward's email with cabin selections and passenger details, immediately contact Celebrity Cruises to confirm and lock the three Sky Suites in the specified adjacent configuration, then send Edward written confirmation of cabin assignments, final payment due date (~90–120 days pre-sail), and insurance decision deadline.
Upon receipt of Edward's email with cabin selections and passenger details, immediately contact Celebrity Cruises to confirm and lock the three Sky Suites in the specified adjacent configuration, then send Edward written confirmation of cabin assignments, final payment due date (~90–120 days pre-sail), and insurance decision deadline.
Full analysis
What happened
Edward called to finalize booking a seven-night Celebrity Excel cruise for August 1st next year with seven people total: himself, his wife, three boys (18, 13, 13), and his daughter and son-in-law. He had already selected specific Sky Suite cabins in the Retreat and wanted confirmation that children could occupy an adjacent cabin if the wall touches the parents' cabin—a policy he'd verified with three different Celebrity representatives. The agent (Lauren) confirmed this arrangement is acceptable. Edward discussed deposit structure (nonrefundable 10% down on ~$32,000 total = ~$3,200), the $100 per-person fee to change sailings, and travel insurance limitations due to his New York residency and Celebrity's poor coverage caps. He expressed some hesitation about rebooking the same itinerary as a previously moved fall biking cruise but confirmed he understood flexibility terms. He committed to emailing detailed cabin information and passenger names/birthdays immediately and requested Lauren lock in the three Sky Suites.
Emotional read
Edward is methodical, slightly anxious about details, and self-aware about his tendency to second-guess decisions ("I keep switching on them but"). He displays confidence in his planning but nervousness about locking in cabins, requesting reassurance multiple times about cabin policies. He maintains a warm, slightly humorous tone throughout ('I hope you give me an A+ any minus'), and there's a sense of relief when the agent confirms details.
Emotional arc through the call
Started confident and methodical, became slightly more relaxed and appreciative after Lauren confirmed the cabin adjacency policy and willingness to handle Celebrity directly, ending the call with warmth and trust.
How customer sees Pavlus
- positive · praised Lauren by affirming 'I hope you give me an A+ any minus' and 'gold star'
- positive · expressed comfort relying on Lauren to contact Celebrity directly if booking problems arise: 'if I have problems I'll call them. I'll make sure it's I'll get it booked'
Value perception
Edward did not explicitly comment on Pavlus's value versus direct booking or competitors. His behavior suggests he prefers working through an agent for cabin locking and policy verification rather than managing Celebrity's online system directly.
Customer behaviors
thorough advance preparation with names, birthdays, and specific cabin selections already completedmultiple verification-seeking on cabin adjacency policy across three Celebrity representativesself-aware about indecision tendency and prior rebooking historyrequesting agent lock-in confirmation rather than self-booking onlinedelegating insurance research to later phase of booking processready to submit detailed documentation via email immediately
Topics & signals
| Topics | cabin selection and configurationmulti-generational group cruisedeposit and payment termstravel insurance limitationscabin wall adjacency requirementsSky Suite accommodationsCelebrity Cruises policy clarification |
|---|---|
| Cruise lines | Celebrity CruisesCelebrity Excel |
| Buying signals | already selected specific cabins and has names and birthdays of all seven travelerscommitted to nonrefundable deposit rate despite ten percent cancellation penaltyprepared to pay approximately $3,200 deposit on $32,000 cruise costdrafting detailed email with all booking specifications to send immediatelyconfirmed understanding of deposit flexibility with $100 per person rebooking fee |
| Objections | uncertain about same itinerary as previously booked fall biking cruisefrustrated by Celebrity's poor travel insurance coverage capsconcerned about locking in three Sky Suites in a row online availabilityNew York residency prevents purchasing insurance directly onlinepre-existing condition exclusions in Celebrity insurance |
Analyzed 2026-05-24 15:50:45 by claude-haiku-4-5-20251001. Confidence 0.88.
Transcript (9,705 chars)
Customer: Lauren, how you doing? Agent (Lauren Riesenberger): Sorry I couldn't get off this phone call. Alright, yeah. Customer: Okay, you had an S. one. So here's the deal I basically decided that I'm gonna spend a fortune and take seven kids, seven people. Customer: On a celebrity excel on the 1st of August and next year for a seven night cruise. I have the cabins picked out. I have the names and birthdays of everybody. We have a, we have a pair of twins and an eighteen year old who will share a room according to, according to celebrity and I've talked to three different people. As long as the room of the wall touches the parents room. You can put the kids in the room. Officially you don't have to plan games with you know, one parent, one kid and one parent and another kid and all those other things. So I guess I will email you the their names, the rooms. I want everybody you know, be my wife and me and one the three boys, the eighteen year old and the 1213 year old twins. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Perfect. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Mm-hmm. Agent (Lauren Riesenberger): Okay. Customer: They will be by the time of the cruise and then my daughter and son-in-law will be in the room next to them, we're going with the sky suite in the, in the retreat, on the new excel. So, yeah, so. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Oh, okay. How old are the twins? How old are the twins? Customer: They will be thirteen at the time of the cruise. Agent (Lauren Riesenberger): And you have an eighteen year old with them. Customer: Yeah, but that's not what matters, what matters is if the wall types the parents wall. Agent (Lauren Riesenberger): The, right. The kids got to be next to the parents. Yes. Okay. Customer: Yeah, and so I picked it out so that the be linen me in one cab and then the kids and other. And then the parents and the touching wall and the other, other and three sky, three sky suites I looked at doing putting the kids in a regular cabin and then paste celebrities upgrade fee to make them retreat eligible. But the cost was almost it. He just give the kids. Agent (Lauren Riesenberger): Huh, okay. Customer: Big day there in the retreat. Agent (Lauren Riesenberger): Yeah, yes, okay. Customer: Yeah, so I bought it all through. I hope you give me an A+ any minus. Agent (Lauren Riesenberger): Yeah, I'll give you, I'll get you an A+, you get an A+ and a gold star end. Customer: Leas okay. Well, I'm figuring all that. The only, the funniest part is though it's the same itinerary is that biking cruise that we've already moved once in the fall, so I don't know if we want to do the same the biking may think I'm a total dessert. I keep switching on them but, yeah. Agent (Lauren Riesenberger): Oh. Agent (Lauren Riesenberger): No, you're allowed to do that so you can keep changing as many times as you want. They don't, they just, they will just want your money on file, so they don't care what you do. Customer: Yeah, I know that. In fact the draw down but this technically my first screw. So, I know I'm gonna, they're gonna take a chunk out on the first of, around the first of sem. Okay. Alright. So that's not, I don't need to spend too much time to chatting me. I just wanted to understand you don't understand I'm doing and I'm gonna click an email with all the details and I, you know me, I'm always nervous I like to get the cabins locked in and to find three Skype suites in a row online with a little tough, there's maybe a couple of choices we had. So I'm going to email you that and if you, if you've been locked it in that would. Agent (Lauren Riesenberger): Yeah. Agent (Lauren Riesenberger): Yeah. Agent (Lauren Riesenberger): Yeah, I'll do it, I'll do it right now. Yeah, I'll do it right now. Do you want me to quote you, sir, nonrefundable deposit rates that are, it's much cheaper than a refundable rate. Customer: Would be, I know I'm gonna have to go with nonrefundable and it means you lose ten percent of your money, if you walk away, right? Agent (Lauren Riesenberger): So, meaning if you were to cancel, you would lose the deposit. It's nonrefundable and if you can change your reservation, like, you know cabins and stuff like that promotion. But if you were to change to another sailing completely, it is $100 per person fee to do, so, so, keep that in mind. Customer: Yeah, I understand. Customer: Oh, so wait a minute, so, so you're saying that the money is, is, is movable except for a, a slight fee. So, you're saying, cause I'm going to have, if they have a ten percent deposit and this crazy is gonna be a $31,000 or whatever, $32,000. So, so I'm gonna have to pay about $3,200 deposit according to my calculation. You're saying that money is not lost, if we cancel the cri can be moved to another except for some panties. Agent (Lauren Riesenberger): Mm-hmm, yeah. Agent (Lauren Riesenberger): Mm-hmm. Agent (Lauren Riesenberger): You can move it as $100 per person penalty to move it. So you are, it's kinda like biking but yeah, you do, you can have that flexibility. Customer: Okay. And then I don't know whether if I buy the insurance they told me I have to do it myself and I have to do it separate because I live in the stage in New York it will not let you if I, even if I did an online thing with directly. Agent (Lauren Riesenberger): They don't, they don't ensure people from New York because of their I think they're, I know I'm strange just like you. Yup. Customer: We're all strange people, you're in New York native, so that they know what a strange person you are. Customer: Yeah, so, so basically then I, they told me I'd have to call and, and do it and so I, I'll have to call and they said, they said, I can do it anytime up until final payment. So, and it's no problem. So, so I'm gonna figure it out, the celebrity coverage is so poor, I mean, it's like medicals $25,000. I mean, if you have a Seeva from Europe is capped. $50,000 most, everybody else is like a hundred and it's not grading, huh. Agent (Lauren Riesenberger): Yeah. Agent (Lauren Riesenberger): Oh, yeah. Agent (Lauren Riesenberger): Apple mill. Yeah, or like half $1 million, yeah. Yeah, it's really, it's, it, it's not good coverage. It's not I will tell you that. Customer: Yeah, it's. Customer: Yeah, but for senior person like me and, and there's no Preis condition coverage. But if you have, if this, you're included for and condition you have canceled for any reason you get ninety percent towards future cruise. But it's still really, I have to figure that out but at this point, I mean, you can't even add the insurance if you wanted to, and I don't think I want to right now, so and I, and they said it makes no difference, if I do it a final payment and what celebrities normal final payment about about the four months out. Agent (Lauren Riesenberger): Right. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): It's either a 120 or ninety days out, I'll have to look at the invoice. Customer: Doesn't matter either, either one that's close enough, so, we've discussed anything. Okay, and again, I wanna make sure that you're that you can officially put the kids in their own cabin and not have to do any funny games with you know, parents and a child and the parent and child, and all that, and ley told me that you can do that, so that's true, right? As long as the walk. Agent (Lauren Riesenberger): Okay, yeah. Agent (Lauren Riesenberger): Yeah, as long as, as long as you haven't you, they're share the wall as long as you have somebody over the, over the age of eighteen they're going to be okay. Customer: Well, supposedly not because they said that the eighteen, the brother's eighteen but and then they said the eighteen is an adult in yours but not for the united crans states. It seems pretty wacky okay but now they said that's not the issue. I guess they said if it, if the wall touches the parents that's what counts. So you can literally, I said put the thirteen in by themselves is what is what they told me. But I don't know maybe you've had different experience. Agent (Lauren Riesenberger): If when I go to book it if I have problems I'll call them. I'll make sure it's I'll get it booked. Customer: Or can you make sure that the kids are listed officially in their room and the parent. And that's what I wanted to do. I didn't want anything and, and, and, and then the kids room, I want twin beds and then both the adult rooms. I, on either side, I want the usual queen cleaning whatever the hell it is? Agent (Lauren Riesenberger): Correct. Agent (Lauren Riesenberger): Okay, hang on. Alright. Customer: Okay. I don't think there's anything else that I have. Is there anything else you need from me? I'm gonna send you an email with all the, with most everything. I even put linen my captain's club because I don't think my other my family is not sale before but I think I, cause I've been new in gambling cruse I haven't booked them through you in the past with celebrity. So, I don't know. I think it's been a long time. Maybe Denise spoke me with celebrity like 1214 years ago but yeah. I. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Yeah, I could always look it up by your date of birth and stuff. But yeah, it's okay, we'll make sure they're added. Customer: Alright. Alright I'm I, I've got an email drafted to you and it's gonna go right now. Okay. Let me know if there's anything else you need. Agent (Lauren Riesenberger): Sounds good sir. Perfect. Alright, I'll give him a call and then I'll email you back. Alright, my pleasure, bye-bye. Customer: Thank you much, bye-bye.