Roger Dooley · Apr 5, 2025 ยท 7:22 PM
Inbound · 02:21 · Planner: Abigail Okruszynski · +15128529491
“We're probably gonna upgrade here. Is there any chance to get back to lee?”
Have Lee call Carol at the provided home number (ending 9491) within 24 hours to confirm cabin upgrade details, deck preference (8 vs 10), and final pricing at $6699 per cabin. Mention in voicemail that caller will need to state her name on the answering machine.
Full analysis
What happened
Carol called back after speaking with her husband to proceed with a cabin upgrade on an existing cruise booking. She wants concierge-level cabins at $6699 each and prefers deck 8 over deck 10 for location reasons. She requested callback from her assigned planner Lee, who was unavailable. Carol provided her home phone number for Lee to call back at the planner's convenience, and specifically warned the agent that she has a unique answering machine that requires callers to state their name before she'll answer.
Emotional read
Carol is engaged and motivated, having just discussed the upgrade decision with her husband. She's slightly self-conscious about contacting Lee frequently but remains upbeat and collaborative. She moves efficiently through logistics without friction.
Emotional arc through the call
Started energized and action-oriented after consulting husband, remained engaged and collaborative throughout the call.
How customer sees Pavlus
- positive · requested to speak specifically with Lee, her assigned planner, indicating established trust and relationship
- neutral · no explicit commentary on Pavlus as an agency, though she engaged readily with agent Abigail
Customer behaviors
moving forward on upgrade decision after spousal consultationrequesting continuity with assigned plannerspecifying technical details and preferences for callbackproviding logistical guidance for contact
Topics & signals
| Topics | cabin upgradeconcierge levelcabin location preferencepricing |
|---|---|
| Buying signals | confirmed decision to upgrade cabin tierspecified preference for deck 8 over deck 10named specific price point of $6699 per cabinprovided callback number and availability |
| Objections | concerned about repeatedly contacting their assigned planner Lee |
Analyzed 2026-05-26 15:48:44 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (2,695 chars)
Agent (Abigail Okruszynski): Thank you for calling Palos travel home on the best referral program in the industry. My name is Abigail. How may I direct your call? Customer: Yeah, Abigail, it's Carol dule one more time. Let's just stay on the line you know. I just talked to the husband and I said, why didn't you tell me this before? Agent (Abigail Okruszynski): Hi Carol. Agent (Abigail Okruszynski): Okay. Customer: We're probably gonna upgrade here. Is there any chance to get back to lee? Agent (Abigail Okruszynski): Okay, it looks like she is on a call right now. If you'd like I can get you over to her voicemail or I can have, I can message her to give you a callback. Would that be okay? Customer: Okay. Customer: Yeah, should I, should I worry about keep bugging bugging her here cause we just got there. Agent (Abigail Okruszynski): No, no, you're good. No, we're here to help. We, we're always happy to answer questions where we can. Customer: Deer or yeah. We're probably gonna try and if you want to message her, I don't know move to, or she's, she said the con concierge E. Level E. E. $500 more. Agent (Abigail Okruszynski): Yeah, yeah, I can. Agent (Abigail Okruszynski): Go. Customer: So. Agent (Abigail Okruszynski): So that's what you're looking to operate to. Customer: Yeah, and I know they're on a couple of different floors. Hoping, I'm hoping there's something in eight because that would be in the middle as opposed to ten that's in the back. Agent (Abigail Okruszynski): Okay. Customer: So and hoping it is 6699 each. Agent (Abigail Okruszynski): Alrighty. Agent (Abigail Okruszynski): Yeah. Okay. Okay, let me the phone number that you're calling. I get, which would you prefer I can do the, I can send you over to her voicemail or I can have her give you a callback whenever works best for you. Customer: Okay, or she can come? Okay. Customer: She can call back when it's convenient for her but she'll have to go through on this is the home phone so she has to listen and she'll have to put in her name for us to answer it. We have a goofy answering machine. Tell her not, not to get discouraged. Okay. Agent (Abigail Okruszynski): Sure. Agent (Abigail Okruszynski): Okay. Agent (Abigail Okruszynski): Okay, gotcha gotcha. I will. Agent (Abigail Okruszynski): Well too and then Carol just to confirm the phone number that you're calling from that ends with 9491 is that the best number to call you back at? Customer: Yes at the moment probably not be good but it work. Okay, thank you. Bye! Okay, bye! Agent (Abigail Okruszynski): Okay, beautiful. Agent (Abigail Okruszynski): Alright. Agent (Abigail Okruszynski): Yeah. Okay, my pleasure. I'll let her know bye-bye.