Edward Goodman · Jul 28, 2023 · 7:40 PM
Outbound · 08:11 · Planner: Lauren Riesenberger · +13015185426
Sentiment
positive (0.65)
Intent
rebooking
Trajectory
improved
“all this stuff on the internet and on cruise credit is wrong and then I need to, then I need to apologize for being added Oceania but I'm don't, I don't need to apologize to you because I've never met you guys”
Next best action
Send Edward the corrected invoices for all sailing packages (confirming Simply More terms), his air department contact number, and a written answer within 48 hours on whether cruise air requests can be submitted online in writing to avoid the $75 phone fee—he needs this before early September and is returning from travel around September 10-15.
Send Edward the corrected invoices for all sailing packages (confirming Simply More terms), his air department contact number, and a written answer within 48 hours on whether cruise air requests can be submitted online in writing to avoid the $75 phone fee—he needs this before early September and is returning from travel around September 10-15.
Full analysis
What happened
Edward called to clarify confusion about Oceania Simply More package benefits—specifically internet devices and onboard credits—which he felt had been incorrectly explained previously. The agent (Lauren) confirmed the correct terms: two internet devices if you have Simply More, one otherwise; onboard credits starting October 1st going forward. Edward verified all his prior benefits remained intact and agreed to be charged for the additional cost difference via Amex. He also discussed shareholder benefit submission timing for his multiple upcoming cruises (November with Oceania, and March/June with Regent) and asked about the process for booking cruise air, specifically whether he could avoid the $75 phone fee by submitting requests in writing. The agent committed to clarifying the online vs. phone process and sending follow-up emails with corrected invoices and her air department contact.
Emotional read
Edward started frustrated and skeptical about prior miscommunication regarding package benefits, but his tone warmed considerably after the agent clarified the terms and committed to sending corrected invoices. He expressed appreciation multiple times by call's end and even apologized for being demanding, indicating relief and renewed confidence. His emotional state shifted from defensive to collaborative as the call progressed.
Emotional arc through the call
Started defensive and frustrated about miscommunication, then progressively warmed as the agent clarified benefits and committed to follow-up action; ended genuinely appreciative and ready to move forward.
How customer sees Pavlus
- negative · frustrated that the initial explanation of package benefits was unclear and incorrect—'all this stuff on the internet and on cruise credit is wrong'
- positive · acknowledged agent's hard work and effort on his behalf: 'you guys work hard for me'
- positive · appreciated clarity and correction: 'I appreciate that' and committed to moving forward without dwelling on the miscommunication
- positive · trusts the agent to follow up on shareholder benefits: 'I'll copy you because every one of the cruises I have left are, are with either region or Oceania'
Process friction
- initial explanation of Simply More package benefits was unclear or incorrect, requiring clarification on this call
- customer uncertain which process to use for cruise air requests (phone vs. online vs. directly with Regent), indicating lack of clear guidance
- customer not aware of $75 fee structure for air requests and wanted written alternative, which agent could not immediately confirm
Value perception
Edward did not explicitly compare Pavlus to direct booking or competitors, but his willingness to work through Pavlus for air and shareholder benefit handling—and his question 'maybe you do more than you should for me'—suggests he perceives value in delegating administrative complexity to the agency, though he wants clarity on when to use direct vs. intermediated processes.
Customer behaviors
troubleshooting connection issues at call startverifying that all prior benefits were preserved despite package upgradeauthorizing payment and invoice generation without hesitationplanning shareholder benefit submissions across multiple future cruisesasking detailed procedural questions about cruise air booking to minimize feesexpressing appreciation and apology after resolving confusion
Topics & signals
| Topics | cruise package clarificationinternet and onboard credit benefitsfinal payment processingshareholder benefit submissioncruise air booking processdeviation fees and call chargesRegent and Oceania cruises |
|---|---|
| Destinations | AtlanticMyrtle Beach |
| Cruise lines | OceaniaRegent |
| Buying signals | authorized credit card charge for additional amount owedapproved final payment and additional invoice chargesconfirmed multiple upcoming Regent and Oceania cruises bookedcommitted to submitting shareholder benefit requests for all remaining cruisesready to proceed with cruise air bookings in early September |
| Objections | frustrated that package benefits were not explained correctly initiallyconcerned about paying more while losing prior benefitsuncertain whether to book cruise air through Pavlus or directlywants to avoid $75 phone fee for air requests if possibleskeptical about timing and process for shareholder benefit submission |
Analyzed 2026-05-25 08:27:12 by claude-haiku-4-5-20251001. Confidence 0.78.
Transcript (9,292 chars)
Customer: And. Agent (Lauren Riesenberger): Hey. Customer: Okay, I'm don't have the best connection. Let me see if I can find a place to get a better connection, hang on. Agent (Lauren Riesenberger): Okay. Customer: You're breaking in and out darn, it hang on. Customer: Hello? Hello? Agent (Lauren Riesenberger): Yup, I can hear you. Customer: Okay, is this? Who is this? I'm sorry. Agent (Lauren Riesenberger): This is Peggy. Customer: Oh, thanks for getting back to me. I know you guys have a busy agenda, I just wanted. Agent (Lauren Riesenberger): Here, okay, I, it's okay. I think the whole mixed up, I, I'm not quite sure that Donna explain the simply more to you very well. Unfortunately, while I was gone, so I called them back. I called Oceana back and you have your Christina credit on there, and also starting October 1st, and going forward on all sailing. Customer: Yeah, well, it, oh. Agent (Lauren Riesenberger): If you have the simply more package then you get the two internet devices. If you do not have the simply more package you do not get that you only get it get it for one. Customer: Alright, so all this stuff on the internet and on cruise credit is wrong and then I need to, then I need to apologize for being added Oceania but I'm don't, I don't need to apologize to you because I've never met you guys. You guys work hard for me. Alright, I can. Agent (Lauren Riesenberger): Correct. Agent (Lauren Riesenberger): It's okay. Yeah, no, it's fine. It. Agent (Lauren Riesenberger): Thank you. Well, I just, I don't think it was, I don't think it was just express to you correctly. So, going forward at the simply more. If you have a simply more the two devices if not it's just cruise only and it's just. Customer: That then, then, I appreciate that. Alright, so, that we are, where we are. I think that you've looked at them and I've looked at them, it appears that I am perfectly. Agent (Lauren Riesenberger): Yes. Agent (Lauren Riesenberger): Yup. Customer: Fine. Nothing's dropped off all the benefits that I had before. I have now so, so, plus more. But I have to pay more and, and I, and I know there's an additional amount owed on the cruise where final payments, pat, I mean, we're past final payment. And you can go ahead and, and charged my credit card do that and send, and send me the Pavlis invoices which of course will show the rebate on them too. So I am good to go. Let's move ahead and not look back on this. The only other thing is because I am a doc holder, I haven't put in for the shareholder benefit for any of the cruises except the one in November but my next cruises until February. So I'll get that done so you'll get a new invoice at some point for that, but that little bit but I did, they don't like you do it too, soon too far, ahead, I understand. So. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Mm-hmm. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Yes, yup. You got it. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Okay, okay. Agent (Lauren Riesenberger): And it's like thirty days. Customer: I guess in case, in case, in case you sell this, in case you sell their stock, I guess I'm wondering why but anyhow. Agent (Lauren Riesenberger): Well, and also when you do submit it copy me in on the email so we can follow up with them. Okay. Customer: Okay, I then I'll copy you because every one of the cruises I have left are, are with either region or Oceania. So, yeah, I'm going to do it. Agent (Lauren Riesenberger): Yes. Agent (Lauren Riesenberger): Correct. Yup, just copy me in on it that way my guest relates you can follow up with them to make sure it's applied. And I will go ahead for your November cruise make you know the other, you know, about standing payment on that. I will send you multiple emails with new invoices Pablo and Oceana showing you know, everything is up to date. Customer: Okay. Customer: Okay, and I will further get a, get a charge on my Amex so Amex 70¢ so I'll expect that to happen and that's all good. Agent (Lauren Riesenberger): Correct, I'm gonna call them, I'm gonna call them right now. Customer: Okay, that's terrific. Now the other question I have for you is maybe, maybe I understand Pablo. This process or maybe you do more than you should for me and I should be doing stuff to get services and god bless you for that. But, but here's the question, here's the question November, September the first week of September I don't normally do cruise air, but for the two region cruises I have coming up the air, makes sense, one is because it's transit Lantic and it's hard to buy one, like cares cheap, you know, the whole story. So basically, basically I have to do. Agent (Lauren Riesenberger): Mm-hmm. Agent (Lauren Riesenberger): You're fine. Agent (Lauren Riesenberger): Mm-hmm. Agent (Lauren Riesenberger): Alright, mm-hmm. Customer: Basically, I have to do so on the 2nd of September or the 10th of September early September. I'm in the new, the region to 200 a hundred and so, many days ahead that they will allow you to request your air with specific thing. Should I be doing that through you or should I do it through the guest services department. Agent (Lauren Riesenberger): Sure. Agent (Lauren Riesenberger): Correct. Agent (Lauren Riesenberger): I will give you my air department. Customer: Okay, should I just call the. Agent (Lauren Riesenberger): Well, no, you can call, you can call, you can call guest relations they can put that in for you. That's fine; or I can even if you want to call regent directly, I can have them note your reservation and you can call them directly. Do you want me to do that? Customer: Call you. Customer: Yeah, now they charge $75 a call now and ordered. Agent (Lauren Riesenberger): There us too, it's us to. We put the request in and then the first request is $75 then they come back with a schedule you accept it and then the rest is charge if you want other options and they send you other options but then, every time after that, if you wanna make changes it's another deviation fee or a customer. Customer: I know. Customer: And we have. Yeah, there, there's two things there's a deviation fee which is fine and then there's the cost of the call to them. So basically but isn't there a way to do it in writing where you're not talking to a human? Can you submitted if you're willing to wait a few days for an answer? Agent (Lauren Riesenberger): Right. Agent (Lauren Riesenberger): I think we can do it online, I believe we can do it online. So why don't you call, I'll give you my my air department number that way around that time you can call them and there'll be able to, I mean they do it all day everyday, they'll either be able to put it on line or call it into region for you and get the process going. Customer: At no charge. Customer: Okay, and I thought if you put it on line and then they don't charge us $75 but you know, I'm not going crazy to avoid the $75 but I, you know if. Agent (Lauren Riesenberger): Well, it's, well, no, it's a $75 just to put the request in and then the rest is due when you confirm. So it's, it. Customer: No, no, no, I understand that part of it but is there a way to avoid the $75 entirely by doing it in writing cause I thought the $75 was, a phone was fine for us. Agent (Lauren Riesenberger): I don't think I don't, I don't know I'll have to find out. I don't know I know they just changed it so I'll find out for you and let you know. Customer: Alright, alright. Oh, okay, will you let me know that because we're actually going on another trip. We'll be out of the country for a little bit but I'll be back around the 10th of September or, 15th of September, I'm gonna want to do that. So, if you can get back then. Agent (Lauren Riesenberger): Okay, yeah, and this is, and this is going to be four. Which, which one are we doing for your June of next year? What? Customer: No, no this, no, no, this is what no, not we're talking about for the March 31st Atlantic on region my, my, my bar so loan it. Agent (Lauren Riesenberger): Got it. Okay. Okay, I'll, I got it. Okay, I will let you know. I will email you my air department phone number and I will let you know if it's, you know, we can do it online or has to be over the phone. Customer: Okay, yeah, cause I, yeah, okay, this is great and I really appreciate it and I'm sorry to be so P. sometimes but I saw it writing an email, was better than trying to yell at some. Agent (Lauren Riesenberger): Mm-hmm. Agent (Lauren Riesenberger): Of course. No, you're fine. Agent (Lauren Riesenberger): No, you're totally fine. I get it I, to be honest, I don't think they should have made any changes but that's just me, so that's just whatever but, no, I went over it with an agent. Everything is good. I will make sure everything is you know all either dotted teaser cross we're good to go. Customer: Okay. Customer: Alright, then, I can go back to shopping at my publics and pebble beach for and in Myrtle Beach for a week down here. So. Agent (Lauren Riesenberger): Good, we'll go enjoy the weather for me and joy, the sunshine, and let me know if you have any questions. Customer: Okay, thanks so much for. Agent (Lauren Riesenberger): Alright, my pleasure, bye-bye. Customer: Bye, bye.