Soifer Robert · Nov 17, 2025 · 7:04 PM
Inbound · 01:45 · Planner: Air Department · +19178535962
“I'm returning this call. My name is Bob. He was helping me out from Miami to Stockholm.”
Michael Escobar should call Robert Soifer at 1-917-853-5962 before 4 PM Mountain Time to address his two questions about the Miami–Stockholm–Copenhagen routing on the existing booking.
Full analysis
What happened
Robert Soifer called inbound seeking to speak with Michael Escobar regarding an existing cruise booking from Miami to Stockholm with a Copenhagen stopover. When Denise Fritz answered, the customer asked for Michael specifically. After learning Michael was at lunch until 4 PM Mountain Time, the customer left his callback number (1-917-853-5962) and indicated he had two quick questions he preferred to discuss directly with Michael rather than with the agent who answered. The call ended cordially with the agent noting the referral program.
Emotional read
The customer was polite and businesslike, focused on reaching their original agent Michael Escobar. They remained calm when told he was at lunch and readily accepted a callback arrangement. No frustration or urgency was evident; the tone was transactional and cooperative.
Emotional arc through the call
Remained steady and courteous throughout; no shift in emotional tone.
How customer sees Pavlus
- neutral · Customer was working with Michael Escobar on existing trip and requested callback rather than handling matter with Denise, suggesting comfort with their assigned planner but no explicit commentary on Pavlus overall
Customer behaviors
requesting specific planner callbackreturning call to existing booking contactdeferring detailed questions pending callbackconfirming referral program awareness
Topics & signals
| Topics | cruise itinerary clarificationMiami to Stockholm routingagent callback request |
|---|---|
| Destinations | MiamiStockholmCopenhagenHaag |
Analyzed 2026-05-23 10:19:35 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (1,311 chars)
Agent (Denise Fritz): I was travel in a department. Denise speak can I help you? Customer: Michelle at bar, please. Agent (Denise Fritz): You mean Michael. Escobar. Customer: Oh, Michael ear, I'm sorry huh. Agent (Denise Fritz): I think he's at lunch for a while. Yeah, let's see. Agent (Denise Fritz): Yeah, I think he's at lunch right now. I should be back maybe in about an hour, hour and a half. You take message. Customer: Yeah, I'm returning this call. My name is Bob. So he was helping me out from Miami to stock home and stock home coping Hagg back. So it's what time are you open till tonight? Agent (Denise Fritz): He'll, he's here until 4:00 PM Mountain Time. Customer: Okay. Yeah, have him call me please. It's 1-917-853-5962. Agent (Denise Fritz): Okay. Customer: I just have two quick questions for him and instead of going everything with you I'll just go with. Agent (Denise Fritz): Okay. Agent (Denise Fritz): Okay. Okay, I'll have him call you as soon as he gets back. Customer: Thank you very much. Agent (Denise Fritz): Oh, it's my pleasure. Have a good day. Okay. Thank you. Don't forget about our referral program. Customer: You too. Customer: I won't, I got it there right in front of me. Thanks. Agent (Denise Fritz): Okay. Okay we appreciate it. Thank you. Okay, bye. Customer: Bye now.