Roger Dooley · Apr 5, 2025 ยท 7:22 PM
Inbound · 02:21 · Planner: Reception · +15128529491
“We're probably gonna upgrade here. Is there any chance to get back to lee?”
Lee should call Carol back at the home phone number ending in 9491 with options for E-level concierge cabins on deck 8 priced near $6699 per person, confirming the $500 upgrade cost and next steps to modify the existing booking.
Full analysis
What happened
Carol called back after speaking with her husband to confirm they want to upgrade their cruise cabin. She requested to be reconnected with her planner Lee, who was unavailable. Carol explained they want to upgrade to concierge level (E-level) at approximately $500 more per cabin, with a preference for deck 8 over deck 10, and a target price of $6699 each. The agent offered to leave a voicemail or have Lee callback, and Carol requested a callback, providing her home phone number and warning the agent about their voicemail system. No resolution was reached on the upgrade itself; the request was handed off to Lee.
Emotional read
Carol is upbeat and collaborative, having just discussed the upgrade decision with her husband. She shows some self-consciousness about being a repeat caller but is reassured by the agent. She remains friendly and cooperative throughout, ending the call cordially.
Emotional arc through the call
Carol started the call eager to report her upgrade decision, showed brief hesitation about being a repeat caller, then warmed when reassured, and ended the call in a friendly, cooperative tone.
How customer sees Pavlus
- positive · comfortable calling back and asking for help; expressed no frustration with prior interaction with Lee
Customer behaviors
reaching back out after consulting spouseseeking specific cabin upgrade with parametersrequesting continuity with existing plannerproviding clear callback logistics
Topics & signals
| Topics | cabin upgradeconcierge leveldeck/floor preferencepricing |
|---|---|
| Buying signals | decided to upgrade cabin with husbandspecified preferred deck and price pointauthorized callback from planner Lee |
| Objections | concerned about bothering agent Lee too frequently with requests |
Analyzed 2026-05-26 15:48:53 by claude-haiku-4-5-20251001. Confidence 0.65.
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.