Mable Brown · May 21, 2025 · 4:57 PM
Inbound · 04:31 · Planner: Rose Morrissey · +12102696227
“Okay, good. Okay, okay, but the one for the August 3rd is okay, then I'll get that confirmation.”
Ensure Denise sends Mabel the invoice email immediately and confirms both the August 3rd departure flight and the August 9th/10th Delta exchange by end of business today so Mabel can complete pre-registration and have a clear itinerary.
Full analysis
What happened
Mabel called in seeking help with international airfare issues related to an upcoming World cruise trip. She had previously spoken to an agent named Sam who she felt couldn't help, and was transferred to Rose. Rose clarified that another agent, Denise, is actively working on two ticket exchanges: one for an August 3rd departure and another for an August 9th/10th Delta flight that was cancelled and rebooked. Rose confirmed that Denise would reach out with updates and that Mabel would receive an invoice email shortly. Mabel's main concerns—receiving the August 3rd confirmation and resolving the Delta rebooking—were acknowledged and placed in Denise's hands. The call ended with Mabel satisfied that both issues were being tracked.
Emotional read
Mabel started the call somewhat frustrated or confused—she had been transferred and initially misdirected by another agent (Sam), which she vented about briefly. By midway through, her tone warmed noticeably as Rose clarified the ticket situation and confirmed that Denise was handling the exchanges. She ended the call relieved and grateful ('thanks a lot rose'), having moved from concern to confidence.
Emotional arc through the call
Mabel began frustrated by being transferred and misdirected, but warmed considerably once Rose confirmed the exchanges were in progress and Denise would follow up.
How customer sees Pavlus
- negative · customer was initially routed to Sam, who 'couldn't help' with international airfare, forcing a transfer
- positive · Rose quickly identified that Denise had the tickets and was already working on the exchanges, reassuring the customer
Process friction
- customer was initially routed to agent (Sam) who could not help with international airfare issue
- customer had to be transferred and re-explain situation to Rose
Customer behaviors
venting about prior misdirection from another agenttracking multiple flight exchanges simultaneouslyseeking confirmation and next steps before pre-registrationchecking email for invoice and status updates
Topics & signals
| Topics | international airfare changesticket exchangesflight cancellation rebookingpre-registration confirmation |
|---|---|
| Cruise lines | World (cruise line, referenced as 'the world') |
| Buying signals | proceeding with pre-registration after receiving confirmation emailactively managing multi-leg international itinerary |
| Objections | concerned about confirmation for August 3rd departure flightuncertainty about how to handle August 9th-10th Delta cancellation rebooking |
Analyzed 2026-05-23 09:04:33 by claude-haiku-4-5-20251001. Confidence 0.65.
Transcript (2,734 chars)
Agent (Rose Morrissey): This is rose. How may I help you? Customer: Oh, rose. They connected me to you. This is Mabel brown, maybe I called the air. Yeah, well no, it was somebody by the name of Sam and she said she couldn't help me. I forgot what she said something to do with it's not connected with the with the unit world or something like that and I said well it's just the airfares. What I'm calling for, and so. Agent (Rose Morrissey): Oh, who's on? Oh, so did you talk to Denise? Agent (Rose Morrissey): Why? Agent (Rose Morrissey): Oh. Customer: Anyway. Agent (Rose Morrissey): Okay. Yeah, hold on a second, I'm asking them right now also did you speak to Denise regarding their international. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): International ticket they return. Agent (Rose Morrissey): I can get Denise on my thing here. Agent (Rose Morrissey): I just emailed you your. Customer: Unix. Do start. Okay. Okay. Agent (Rose Morrissey): I just emailed you, your, yeah, your unit two card changes done on the tickets. I'll email you the invoice shortly. Oh, okay, he did. Agent (Rose Morrissey): Hold on a moment. Agent (Rose Morrissey): You know what, let me, let me reach out to Denise, I'm gonna put you on hold for just a moment. Okay? Yeah. Customer: Okay, sure, go ahead. Customer: Yeah. Agent (Rose Morrissey): Yeah, you, there's a lot of exchanging tickets right now. So she does, she's got your ticket there and they're working on it. She'll, they'll like, they'll reach out to you, okay. They haven't forgot the yeah. Customer: Okay, good. Okay, okay, but the one for the August 3rd is okay, then I'll get that confirmation and do my pre registration there again with the world right? Yes. Agent (Rose Morrissey): Yeah, yeah, you mean the departure flight. Yeah. Customer: Okay. Yeah, for the August, no for the August 3rd. Okay. Okay. Well sounds good. I was just concerned cause okay, so that's off the checklist and so now we just have one more dilemma and that's just the August 9th August 10th that we need to, we need to see how we're going to do that one. Agent (Rose Morrissey): Yeah, yeah. Customer: The delta airline one, yeah, remember they had me we were traveling back the tenth but then delta had a cancellation and they put me for the ninth for. Agent (Rose Morrissey): August 10th yeah, yeah, okay. Agent (Rose Morrissey): Yeah, yeah, yeah, they're working on that exchange for you. Customer: Okay. Oh, wonderful. Okay, alright then, well, thanks a lot rose and I'll check the email here in just a minute. Okay. Alright, sounds good. Thanks you, thank you. Alright, bye-bye. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Alright. Thank you. Talk to you later. Bye-bye. Bye-bye.