Richard Kaban · Feb 10, 2025 ยท 9:09 PM
Inbound · 08:00 · Planner: Briana Armstrong · +19177713461
“if it's just, you know, paying it through with cash it's about $3,000 somewhere dollars more per person but maybe, if we're able to use some of the points”
Briana should contact Abercrombie & Kent immediately to (1) remove the $5,347 travel protection from the invoice and confirm the revised balance, and (2) verify whether American Airlines or Chase reward points can be applied toward the airfare or business class upgrade; callback Richard at 917-771-3461 with answers before end of business today (balance due tomorrow, May 11).
Full analysis
What happened
Richard Kaban called to process a balance payment of $10,798 for a booked Northern Italy trip departing May 17, 2025 with Abercrombie & Kent. He wanted to verify the credit card on file (Chase Visa ending 2079 with trip insurance) and had two follow-up questions: (1) remove the $5,347 travel protection since his credit card already covers it, and (2) explore whether American Airlines and Chase reward points could be applied toward the flight or to upgrade from main cabin to business class (which costs ~$3,000 more per person). Briana confirmed the booking details and balance, verified the correct card, and committed to calling the tour operator to address both requests and report back today before the tomorrow deadline. Richard provided his callback number and agreed to wait for Briana's update.
Emotional read
Richard was cooperative and pragmatic throughout the call, speaking in a calm, methodical tone. He expressed minor frustration about not being 100% sure whether he'd asked about points redemption before, but remained patient and constructive. He ended on a warm note, grateful for the assistance and accepting of outcomes ('if it works great if not we'll live with it').
Emotional arc through the call
Richard remained steady and professional throughout, opening with a specific request to reach his assigned planner, then pivoting smoothly to work with Briana when she wasn't available, and closing with genuine gratitude and acceptance of uncertainty.
How customer sees Pavlus
- neutral · mentioned wanting to speak with Susan Vander, his original planner, but was willing to work with Briana when Susan was unavailable
- positive · appreciated that Pavlus books trips with transfers included, unlike when customers book flights directly ('that's why we tend to when we take the trips we tend to book it, you know, the travel with the company')
Value perception
Richard stated he books through Pavlus specifically because it includes transfers with the trip, whereas booking his own flight would create logistical problems ('if you book your own flight, you don't get the transfers and then that becomes a problem').
Customer behaviors
verifying payment details before finalizing balanceexploring cost optimization via rewards pointsnegotiating travel protection removalrequesting callback with accountability to deadline
Topics & signals
| Topics | balance payment confirmationcredit card verificationtravel insurance removalairline points redemption for upgradebusiness class upgrade pricingtrip details verification |
|---|---|
| Destinations | Northern Italy |
| Cruise lines | Abercrombie & Kent |
| Buying signals | confirmed correct credit card ending in 2079 for paymentacknowledged balance due tomorrow and ready to payprovided callback phone number 917-771-3461explained existing trip booking with clear departure date May 17th 2025 |
| Objections | wants to remove travel insurance since credit card already covers ituncertain whether airline points can be applied to pay for flights and upgradesconcerned about paying balance by deadline without full clarity on final costs |
Analyzed 2026-05-24 10:34:34 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (6,299 chars)
Agent (Briana Armstrong): Thank you for calling pave get for Len department. My name is Briana. How can I help you? Customer: Yeah, hi my name is Richard Bon and my wife and I have a booked a, a, a trip through you guys with oy and we work with Susan vendor is she in today? Do you know? Agent (Briana Armstrong): Let's see. I can double-check here. Agent (Briana Armstrong): It does look like he is in today. Let's see. Does look like the is on another call at the moment. Is there, is it something maybe I can assist you with? Customer: Well, I'm supposed to today we have to pay the balance the, you know, the trip with them and I just wanna 22 a few things. I have a few questions so maybe you can answer some of them and by that time maybe she'll be off the, you know, a call. Would that work? Agent (Briana Armstrong): Of course. Yes, I can, yeah, we can take a look. Customer: Give it a try right? Yeah, so let, let me give you my name it's Richard and Arlene Bon K-A-B-A-N. We're going with any trip called I don't know northern Nally or something like that. On May 17th and there should be a balance of about $10,798 but I just wanted to double-check with you in terms of the credit card that you have on file with us. Agent (Briana Armstrong): Alright, let's see here. Agent (Briana Armstrong): Alright, yes. I was able to find your oy northern Italy booking here like as you mentioned May 2025 and it is showing a balance due of $10,798 and for the card right now, it's noted to use the visa ending with 2079. Customer: Yeah. Customer: Okay, let me double-check yes. Okay, that's good because that one is a chase visa Sef reserve and that one has the trip insurance on it. So I if we pi it on the wrong card, that would have been a problem. Right? So, no, that's the right card for it. Okay, now I have another question. Customer: That total is for the airfare, as well as the trip part but not the insurance. Is that correct? Is that how it set up? Agent (Briana Armstrong): Let's take a look here. Let's see. Agent (Briana Armstrong): So pulling up your invoice it does look like your travel protection is added on here. So that does include that rate. Let me see if it also includes your airfare. Let's see. Agent (Briana Armstrong): Alright, it has it split up between two different invoices. So I just wanted for. Agent (Briana Armstrong): Yeah, so this balance that's due the $10,798, it includes both your air fair and your travel protection and your travel insurance. Customer: Okay, because I think what they, I was told was that we, they keep the travel fiction on until the time you can take it off before you pay your balance. In case you have your own, either you take out your own insurance or you have it from your credit card or whatever. So I will have, I will, a request that we take that off since I have the one with Trav chase and it's not very, very different, you know, in terms of travel insurance that's one thing. But the other thing is also. Customer: Is there any way and I, I think I asked it but I'm not a hundred percent sure to answer. We have some points like award points from like American airlines and then we have two chase. We use ward point. Is there any way to use those reward points or part of the reward points to pay for the flight? And maybe get an upgrade and see what that would cost out to be? Customer: To go from main cabin to like business class. Customer: Cause if it's just, you know, paying it through with cash it's about $3,000 somewhere dollars more per person but maybe, if we're able to use some of the points but I'm not sure how that if that's even available to do, do you know. Agent (Briana Armstrong): Oh. Agent (Briana Armstrong): I'm not exactly for either, but I can definitely check on that for you. So what I can do is I can contact autos and see if that is an option that they have cause I know every vendor is different. So we'll verify since I have to call them anyways to remove the travel insurance. I'll ask them that question as well. Yeah, and then in case they're not able to provide me an answer, I'll reach out to Susan and see if Susan would be able to look into that for you. Customer: Okay. Customer: Right. Customer: Okay, to get the Baers okay. Customer: Mm-hmm. Customer: Okay. Alright. Okay. So can you do that? You're going to do that now and then you'll get back to me today cause I'm supposed to pay the balance today I guess? Agent (Briana Armstrong): Oh, let's see. Yeah. So it looks like your balance is due tomorrow actually on the eleventh so, so, yes, I'll go ahead and give I a call now that way I can confirm that information and then remove the travel protection cause it looks like you're, you paid or the travel protection is $5,347 for both you and our Leen. So that will remove quite a white or make a significant difference in your balance. Customer: Ess, yeah. Customer: Yeah. Customer: No, no. Customer: Okay, alright. So, I, do you have my number 917-771-3461, correct? Agent (Briana Armstrong): See here. That is correct, that is the number I see you're calling from. So once I have an update, I'll give you a callback at this number. Customer: Okay. Customer: Okay and give me your name once more so I can write it down cause I'll forget it otherwise. Agent (Briana Armstrong): Of course. Yes. My name is Briana. Customer: Briana, how did I forget that now, now I'll remember. It's okay, Briana. Okay, thank you. Agent (Briana Armstrong): Oh, my pleasure. Any other questions you have or anything else I can take a look into like another booking or a referral? Customer: No, I think that's it. You know, what, I think one of the problem is sometimes when we travel is if you book your own flight, you don't get the transfers and then that becomes a problem. So, that's why we tend to when we take the trips we tend to book it, you know, the travel with the company, you know, and it, but I just Goh in case there's any way that we can apply some of our points that they can use it but, you know, if, if it works great if not we'll live with it, you know. So, I'll hear back from you today. Thank you. Agent (Briana Armstrong): Oh, my pleasure. Yes, we'll get that all sorted out for you. Customer: Okay, great. Bye-bye. Agent (Briana Armstrong): Alright, you enjoy your day. Bye.