Mary Fuller · Jun 30, 2025 · 6:08 PM
Inbound · 09:34 · Planner: Rose Morrissey · +12393154141
“I didn't see that. I don't know if it was attached. ... I'm assuming they're doing or, they have done my flight from Caposia back to estimable.”
Rose should call Mary back within 24 hours with: (1) explicit confirmation of whether the $725 price includes the return flight from Caposia to Estimable on September 16th, and (2) confirmation that Mary's passport registration was received after her resubmission this morning. Provide a single, clear final itinerary document covering all flights, dates, and pricing.
Full analysis
What happened
Mary called Rose to verify details of an upcoming trip booked with Pavlus. The main concerns were: confirming a one-way flight departing September 11th at 4:05 AM from Sternbold Capito to Capital IST, arriving at 1:05 PM (giving 3 hours connection time); clarifying whether the quoted price of $725 includes the return flight from Caposia back to Estimable on September 16th at 10:45 AM; and confirming receipt of her passport registration, which she had to resend this morning to the correct address. Rose attempted to review the original confirmation documents but found them incomplete and lacked clarity on whether the return flight was included. Rose put Mary on hold to contact the primary planner, left a voicemail, and committed to calling Mary back after getting clarification. The call ended with several details unresolved pending Rose's callback.
Emotional read
Mary is methodical and cautious, working through documentation line-by-line to verify details. She's patient but shows mild frustration about missing or unclear information in the confirmation materials. She remained cooperative throughout, willing to hold and wait for Rose to investigate.
Emotional arc through the call
Remained steady throughout—professional and patient, with minor notes of caution and mild frustration about unclear documentation, but no escalation or anger.
How customer sees Pavlus
- negative · confirmation materials are incomplete and lack clarity on what is included in the final price, particularly regarding return flight
- negative · customer had to resend passport documentation because it was sent to the wrong address initially
- neutral · Rose acknowledged the issues and committed to follow up with the primary planner to resolve discrepancies
Process friction
- confirmation email/documents do not clearly state whether return flight Caposia to Estimable is included in quoted price of $725
- passport documentation was initially sent to wrong address, requiring customer to resend
- multiple document versions in circulation causing confusion about which contains authoritative flight information
- primary planner unavailable during call, requiring voicemail and callback approach
Value perception
Not explicitly stated. Mary did not comment on Pavlus's value proposition or compare to alternatives.
Customer behaviors
methodically cross-referencing documents to verify trip detailsseeking clarification on ambiguous pricing and inclusionspatiently troubleshooting missing or conflicting informationwilling to hold and wait for agent to investigateproactively following up on administrative requirements like passport registration
Topics & signals
| Topics | flight itinerary clarificationconnection time verificationreturn flight confirmationtour registrationpassport submissionairline ticket issuance |
|---|---|
| Destinations | Sternbold CapitoTon BoCapital ISTCaposiaEstimableMiami |
| Buying signals | already registered for tour online with passport informationresent passport documentation this morning to correct addressconfirmed availability to receive follow-up call same day |
| Objections | unsure whether return flight from Caposia back to Estimable is included in quoted priceunclear if passport registration was received after resending to correct addressconfusion about which email correspondence contains complete flight details |
Analyzed 2026-05-27 10:15:48 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (5,247 chars)
Agent (Rose Morrissey): This is rose. Customer: Oh, I rose, it's Mary. I got your, I got your email and I do, do you have a moment? Agent (Rose Morrissey): Yes, just. Agent (Rose Morrissey): Okay, what do you mean? Yeah, yeah, I got a moment. Yeah, yeah. Customer: Oh. Oh, yeah, okay. So this is the one way flight from stern bolt capito. On September 11th at 405, right? Agent (Rose Morrissey): Mm-hmm mm-hmm mm-hmm at 405. Yeah, one. Customer: I, and I think I get so and it's the CA, same airport. Agent (Rose Morrissey): Yeah, let me see, it should be the same airport? Oh, I'll double-check with her. What her airport should be? Ton Bo out of stable. Customer: Okay. Agent (Rose Morrissey): Yeah, I'll double-check on that. What's her? I. Customer: Okay, cause I think I get in it, yeah, I think I get in at 7:30 in the morning. So that's quite some time in this Bo but I can handle that. Agent (Rose Morrissey): Wait, wait, wait, wait. I thought you got in at 1:00 in the afternoon on the one that we book together for you. Let me see that's we. Customer: Oh, I do. Yeah, 1:00 105. Agent (Rose Morrissey): Okay, that's good cause I sent her that itinerary what we're doing, yeah, so. Customer: Okay, so that's 1234 that gives me plenty of time surely to get to the as long as it's the same airport. Agent (Rose Morrissey): Right. Agent (Rose Morrissey): Yes, yes, yes, yes. Let me see my email to you how she did that. Hold on. Agent (Rose Morrissey): My email to Ry. Agent (Rose Morrissey): I one way flight rose Bo to capital IST. Yeah. Customer: Okay, okay, so it's the same airport. Agent (Rose Morrissey): Yes, it is. Customer: Okay, alright, and so that should be enough connection time, that's three hours. Agent (Rose Morrissey): Yes. Yes. You got plenty, plenty of time. Customer: Okay. Okay, cause I've never been this, well, I don't know anything about the airport and the extra night that probably gets me in about 6:00 that night which is good the extra night and, and she priced that at 725. I'm assuming they're doing or, they have done my flight from Caposia back to estimable. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Let's look at that. Customer: Yeah, I didn't see that. I don't know if it was attached. Agent (Rose Morrissey): Let's look at the original. Agent (Rose Morrissey): Confirmation okay, with a Jenny. All lights, and delux room journey arrangements but it doesn't tell me includes air on that final price confirmation journey highlights driver guide. Customer: Okay. Agent (Rose Morrissey): Yeah, I, you know what, hold on a second Mary let me call her real quickly. One moment. Customer: You want me to hold. Okay, I'll hold. Agent (Rose Morrissey): Yeah, one moment. Agent (Rose Morrissey): Okay, she must be with a client. I left her a voicemail, I'll ask her about that but let's look at the original. Customer: Okay. Customer: I don't think the original had anything. I got something here but. Agent (Rose Morrissey): Original running payment. Agent (Rose Morrissey): GRF flight down a request. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Were you able to go online and register your cruise, I mean your tour. Customer: Yes, my visa, I mean, not my visa. My, my passport. Agent (Rose Morrissey): Okay, yeah, okay. Agent (Rose Morrissey): Okay. Customer: And that was, that was sent, I actually sent it to the wrong address, so I sent it again this morning. Agent (Rose Morrissey): That's not there. What is this? So where is that? Customer: Wow. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): They don't say anything about it. Agent (Rose Morrissey): I need to talk to her. Customer: Okay. Yeah, because the original quote she gave me said they were going to pick up the ticket from. Customer: Pados excuse me, back to stable. And something about the day by day just says I'm leaving Tuesday, September 16th depart Caposia. Oh, here it says, oh, I got something there on that page it says, it depart 10:45 AM arriving est 3:15. Agent (Rose Morrissey): Okay, is there a flight information on that? Customer: No, it just has the times. Agent (Rose Morrissey): Okay, okay. Customer: And that was the course, the last correspondence we got. Agent (Rose Morrissey): Okay, I will check with her double-check that with her and then we should start looking at getting your. Customer: I. Customer: Yes. Agent (Rose Morrissey): Your airline tickets. Customer: Okay, but I. Customer: That was from you. I know that I got something from you A-N-K quote. Customer: I'm not sure. Customer: Yeah, September. Oh, this is just a stuff from Miami? Okay. Customer: But they're showing on September 16th just on this schedule of the day by day itinerary a departure at 10:45 AM arriving in at 3:15 PM. So, I'm assuming sheer just looked it up or. Customer: Suggested or something. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Alright let me, let, let me talk to her and and we'll go from there. Yeah, okay, alright she'll return my call and then I'll call you back. Customer: Okay, then so no problem. I'm going to be, I'm going to be home all day. Customer: Okay. Customer: Okay, thank you rose. Alright, alright, bye-bye. Agent (Rose Morrissey): Alright, thank you bye-bye, goodbye.