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 and do my pre registration there again with the world right?”
Send Mable the promised email confirmation for the August 3rd departure flight and August 9th-10th Delta exchange by end of business today, and follow up by phone or email by tomorrow to confirm she received them and completed her pre-registration.
Full analysis
What happened
Mable called to follow up on airfare issues related to an international cruise trip. She had previously spoken with an agent named Sam who claimed the issue wasn't related to Disney Cruise Line. Rose consulted with Denise (another team member handling the ticket exchanges), confirmed that both problematic flights—an August 3rd departure and an August 9th-10th Delta cancellation recovery—were being actively processed, and promised email confirmations. Mable expressed relief that action was underway and ended the call satisfied that her concerns were addressed.
Emotional read
Mable started the call somewhat frustrated—she had been transferred from another agent (Sam) who couldn't help, creating initial friction. By mid-call, her tone warmed noticeably when Rose confirmed the team was actively working on her ticket exchanges. She ended the call satisfied and appreciative, saying 'thanks a lot Rose.'
Emotional arc through the call
Started frustrated about being transferred unhelpfully, then warmed significantly when Rose confirmed active progress on both ticket exchanges and promised email confirmations.
How customer sees Pavlus
- negative · previous agent Sam said she couldn't help and that the issue wasn't connected with 'the world' (Disney Cruise Line)
- positive · Rose quickly connected her with Denise and confirmed proactive ticket-exchange work was happening; promised email updates
Process friction
- customer was transferred to an agent (Sam) who claimed inability to help and mischaracterized the nature of the request
- airfare changes required coordination across multiple team members (Sam, Denise, Rose) causing customer to re-explain the issue
Value perception
not explicitly stated; Mable seemed to accept that Pavlus was handling the complex multi-leg airfare changes, implying she expected the agency to resolve what direct airline contact might not have covered.
Customer behaviors
following up on pending ticket exchangesseeking reassurance that action was being takendeferring to agent expertise after initial frustrationchecking off resolved items from a personal task list
Topics & signals
| Topics | international airfare changesticket exchangesflight cancellation recoverypre-registration confirmation |
|---|---|
| Cruise lines | Disney Cruise Line |
| Objections | concerned about August 3rd departure flight confirmation timinguncertain how to resolve August 9th-10th Delta flight change |
Analyzed 2026-05-23 09:04:43 by claude-haiku-4-5-20251001. Confidence 0.72.
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.