Kevin Rose · Jan 10, 2025 · 3:39 PM
Inbound · 04:27 · Planner: Extension 2165 · +17752246283
“I mean you can look at it you may see some different... I'm looking at it right now on their website.”
Call Kevin back at 775-224-6283 within 1–2 hours with confirmation that the July 5th American Cruise Lines booking is switched to stateroom 112 and the InterContinental pre-night hotel is added. Clarify final payment due date (suspect ~90 days) and confirm any pricing deltas or promotional pricing applied.
Full analysis
What happened
Kevin called to reschedule an existing American Cruise Lines booking from October to July 5th. He had already identified available stateroom 112 on the cruise line's website and was comfortable with that cabin to avoid proximity to stairs. After confirming a $500 change fee with the agent (which Kevin said Pam had mentioned), he also requested to add a pre-cruise hotel package at the InterContinental. The agent agreed to call American Cruise Lines directly to process the rebooking and verify final payment timelines, with a callback to Kevin once the change was confirmed.
Emotional read
Kevin is cooperative and matter-of-fact, moving through logistics efficiently. He expressed mild frustration with cruise line booking systems ('they direct you to certain rooms') but accepted the $500 fee without pushback. His tone remained calm and transactional throughout; he is engaged and ready to proceed.
Emotional arc through the call
Steady throughout; started matter-of-fact, briefly expressed mild frustration with cruise line booking quirks, then moved cleanly into action mode with clear expectations for callback.
How customer sees Pavlus
- positive · named Pam by name as the planner he previously worked with, implying continuity and familiarity
Value perception
Not explicitly stated. Kevin appears to trust Pavlus to coordinate the rebooking and validate details with American Cruise Lines directly, rather than attempting it himself.
Customer behaviors
cross-referencing cruise line website in real-time during calldeferring specific room selection to Pavlus agent authoritybundling multiple requests (date change + hotel add-on) in single callproviding explicit stateroom preference (avoid stairs)
Topics & signals
| Topics | cruise date changestateroom selectionchange feespre-cruise hotel packagefinal payment timeline |
|---|---|
| Destinations | American Cruise Lines destination (July 5th cruise) |
| Cruise lines | American Cruise LinesInterContinental |
| Buying signals | actively selecting specific stateroom (112) based on location preferencerequesting to add pre-cruise hotel package (InterContinental pre-night)provided phone number and confirmed callback readiness |
| Objections | concerned about $500 change fee ($250 per person) for reschedulinguncertainty about pricing and final payment date on new cruise |
Analyzed 2026-05-27 02:44:18 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (4,939 chars)
Agent (Extension 2165): Thanks for holding, Kevin, this is Sheila. How may I help you today? Customer: Yeah, she, Lo, my wife and I are signed up for an American cruise lines cruise right now it's October and I need to change that date. Agent (Extension 2165): Alrighty. Let me get in here. What date are you looking at? Customer: Yup. July 5th. I have one room available. Agent (Extension 2165): Oh, okay. Alright. Let me see here. July 5th room. Okay. Let me just get all this up here and it's the same cap it's the same category you're in now or it's a different one. Let me read, oh, just the only room. Oh, gotcha. Gotcha. Customer: Yup, yeah. Customer: Yeah. Customer: I think it's the only room available. I'm on their website it room. Yeah, that, it says room 112 is available. I'm looking at it right now. I mean you can look at it you may see some different. Agent (Extension 2165): 112. Okay. Agent (Extension 2165): Oh, no, I can, oh, let me, let me bring up July mm-hmm. Customer: American cruise lines and it's pug it sound. Agent (Extension 2165): So, hold on July. Agent (Extension 2165): And which state in July? I just wanna make sure, sorry, you said the fifth. Customer: July 5th. Agent (Extension 2165): Fifth just making sure. Hey, yup. I see a standard water view we want. Is that okay? Alright. I'm gonna give him a call. Nope that's the only one I'm seeing and I'm going to let me see if I can edit. Yeah, actually, no, no, no. When I go in here if I you just it lets me edit the state room number. There's 112 there's one sixteen, one thirteen and one fifteen there's four of them left one. Yeah. Customer: Yup. Customer: Yup. Yeah, you show any more available. Oh, okay. No, I know yeah. Customer: Yeah, put on. Yeah. Customer: He, yeah. Customer: Oh, oh, well, hold on. Yeah, let me let me when I do it doesn't maybe they're trying to push that stupid. You know, how it is. I mean, they, I hate to say but sometimes they direct you to certain rooms, yeah, hey, let me. Agent (Extension 2165): Yeah. Agent (Extension 2165): Yeah, I do when that there's one last yeah, or they you know, they the entity to book cause there's only one. So 112 looks a one. Customer: Oh, I know and. Customer: Okay, I go to two guest and it says continue to your state room and let's see, I'm on here right now and I talked to Pam about this, I usually do a Pam, just give you a heads-up and she said if I changed this cruise, I think they're gonna charge me $500 like $250 each, I don't know if that right? Agent (Extension 2165): And, yeah, that sounds familiar I was gonna confirm directly it's been a while since I've had anybody changed an ACL. So I, yeah, I can double-check, but it sounds like that is accurate $500, okay. Customer: No, that's fine. Yeah, no, that's fine. Yeah. Okay. Yeah, I'm looking at the, yeah, you're right there is 112116113115 I can stick with 112. I don't want to be near the stairs, so, yeah, that works. Agent (Extension 2165): Okay. Yeah. Alrighty, I will get I'm going to get them on the phone and it looks like, let make sure it should be very similar pricing to this. So. Customer: Yeah, and I, yeah. Customer: Yeah, they have some kind of gook special right now for by a 5255 or something, I don't know. Agent (Extension 2165): Yeah. Agent (Extension 2165): Yeah, I'm gonna call him right now Kevin. I will get that switched if they actually with that new date. I'm wondering if they're going to let me give him a call. I'm gonna, is this the best number to reach you at right now? Customer: Yeah. Customer: Yeah. Customer: Yeah. Customer: Yeah, and while you're on the horn with them I want to book the pre hotel deal they got were you state, yeah, what's, yeah the pre night, yeah, the inter con, yeah it's T-O. Agent (Extension 2165): 775, yeah. Agent (Extension 2165): The pre night? Agent (Extension 2165): Okay. Okay, pre night at the intercom, then I'm gonna get them on the line cause what I believe with this closer approximate to travel, I wanna, it doesn't give me the final payment date which is a little weird. I wanna, they might want their money right away but I'm gonna just double-check everything. I think ninety days. Customer: Yeah, mm-hmm. Customer: The other one, the other, yeah, the other one they did it, I'm gonna look in like ninety days. Yeah. So if it's, yeah, alright, go ahead and you want to call me back. Yeah. Agent (Extension 2165): Yeah, it should be okay. Oh, we should be good. Yup, I'll call you right back after I get that switched. If I run into any snags, I will call you right away while they're on the phone. But if not, I'll just get it switched and I'll call you back to say it's done. Customer: Yeah. Customer: No, that's cool, yup, yup, and you got my number. 775-224-6283 cool, alright, thank you to talk to you in a few. Agent (Extension 2165): Yup, 224-6283 yup. Agent (Extension 2165): Alright, Kevin. You're welcome, talk to you soon. Bye.