Mable Brown · Apr 12, 2024 ยท 2:13 PM
Inbound · 04:43 · Planner: Guest Relations · +12102696227
“we're interested in the Apollo Boutique and I just wanna ask her... the price too because the Hilton was like $400 and something.”
When Deanna calls Mable back, confirm the Apollo Boutique Amsterdam hotel selection, provide detailed transfer pricing and logistics from the hotel to the Uniworld port departure point, and confirm final one-night hotel booking. Send written confirmation via SMS or phone if email remains unreliable until Mable's devices are fixed.
Full analysis
What happened
Mable called inbound to reach her assigned planner, Deanna McKenna (whom she called by various pronunciations), who was not yet in. Mable has a summer Uniworld cruise booked and is in the middle of selecting a one-night hotel stay in Amsterdam before the cruise. She has already received hotel options from Deanna, is interested in the Apollo Boutique Amsterdam (which she researched and found better-priced than a $400+ Hilton option), and wants to discuss transportation logistics from the hotel to the Uniworld port. Due to phone and laptop damage, Mable cannot reliably receive emails and preferred a callback. Mike took her contact info, located her file, and committed to asking Deanna to call her back with the hotel and transportation details.
Emotional read
Mable was cooperative and patient throughout, speaking in a casual, friendly tone. She expressed mild frustration about her technical issues (phone and laptop malfunctions) but directed no frustration at the agent or Pavlus. She remained solution-focused and polite, ending with genuine appreciation.
Emotional arc through the call
Mable remained consistently pleasant and patient throughout, showing slight frustration only about her personal tech issues, not about Pavlus or the agent.
How customer sees Pavlus
- positive · working with assigned planner Deanna McKenna on cruise and hotel planning; proactively sought to reconnect with planner when tech issues prevented email
Process friction
- customer unable to access emails due to phone/laptop damage, limiting communication channel
Value perception
Mable found value in the Apollo Boutique's pricing relative to the Hilton option ('the price too ... a little bit better priced'), suggesting she views Pavlus/her planner as helping her find economical choices for her cruise package.
Customer behaviors
researching hotel options independently on websitecomparison-shopping hotel pricing (Hilton vs Apollo Boutique)deferring detailed decision pending callback from assigned plannertroubleshooting communication barriers due to device failures
Topics & signals
| Topics | summer cruise planninghotel selection for port stoptransportation logisticsprice comparison |
|---|---|
| Destinations | AmsterdamUniworld port |
| Cruise lines | Uniworld |
| Buying signals | already researched Apollo Boutique Amsterdam on hotel websitecompared pricing between Hilton ($400+) and Apollo Boutiqueconfirmed interest in specific hotel and requesting agent detailsbooking appears already in progress with assigned planner Deanna |
| Objections | concerned about transfer costs from hotel to Uniworld portphone and laptop technical issues preventing email access |
Analyzed 2026-05-26 02:18:39 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (3,544 chars)
Agent (Mike Duran): Good morning. Thank you for calling travel guest relations. This is Mike. How can I help you? Customer: Yeah, Mike I was trying to get in touch with Deanna mc net mc. Agent (Mike Duran): Deanna. Customer: McKell McConnel maybe it's McConnel it says guest relation specialist so. Agent (Mike Duran): Oh, okay, yeah. Oh, okay. Diana yeah, she's not in yet. She doesn't come in until 8:30. Customer: Oh, okay. Okay. Sorry I pronounce it. It's cause it's D-Y-E-N-N-A and so, I never. Agent (Mike Duran): Right, and she just, and she just goes by, she just goes by die. So it's actually Diana. But she goes by die. What I would recommend and this something I can take over for you is just respond, if you're, if you're responding to an email, if you respond to the email and you can ask her for a callback. And then when she, and, and she'll get the emails. She can call you. When she's in. She does shift doesn't start till 8:30. Customer: Oh, mm-hmm. Customer: Oh, okay, okay. Well, the only problem I'm having right now is I've got to go get my phone fixed. I'm not getting emails right away or anything. So I thought it may, it would be better if I call her because I can't receive an email. I mean, if I if I will, it won't be until after I get my phone fixed. Agent (Mike Duran): Uh-huh. Agent (Mike Duran): Okay, I can. Agent (Mike Duran): Alright. Well I can ask her to call you unless there's something triple. Customer: Sure, I would prefer that she called me because I need to talk about an upcoming trip coming up here in the summer and it's over that unit world. And it's about a hotel. And we looked at, I actually went into my laptop but even my laptop only goes up till the tenth. I don't have anything on the eleventh or today. So I'm, I've got to get my stuff fixed but I was wanting. Agent (Mike Duran): Okay. Agent (Mike Duran): Well, let me let's start with let me open up your file. What's the last name? Customer: A brown. Agent (Mike Duran): First name? Customer: Mable Bruce and Mable brown. Customer: Buster, before you start barking in sie come in, come in. Agent (Mike Duran): Alright, so there, I found you and let's see. Customer: Okay. Agent (Mike Duran): And is that number 210-269-6227 a good number. Okay, so I'll send her a note and I'll ask her to call you when she gets in. Customer: Yes. Customer: Okay, and can you add to that note that the Apollo boutique I think it's called Amsterdam. Seems like it would be of interest and then anything else we need would be transportation from there to the uni world port. Agent (Mike Duran): So once she knows okay, so, the poo. Okay. Customer: Okay, just so you know. Customer: Yeah, we were, cause she sent, she sent a couple of the hotel choices and we're interested in the poa boutique and I just wanna ask her. I got already went on the website to see a little bit more the hotel and, and I think we kinda like the price too because the Hilton was like $400 and something. And I thought, oh, gosh we're just going to be there for one night and so this one seemed a little bit, a little bit letter better priced and the only concern would be the transfers to the peer or the port or wherever it goes. Agent (Mike Duran): Right. Agent (Mike Duran): Okay. Agent (Mike Duran): Okay, I'll let her know that's what you're looking for and then I'll ask her to give you a call. Customer: Okay. Customer: Yes, thank you so much I appreciate it. You have a great, great weekend. Agent (Mike Duran): Thank you do the same, bye-bye. Customer: Okay, bye-bye.