Roger Dooley · Sep 21, 2024 ยท 5:36 PM
Inbound · 03:36 · Planner: Guest Relations · +15128529491
“I have a reservation. I don't know if my agent is in now or not... it's through Papas.”
When Victoria returns, flag that Carol Dooley's payment method was successfully updated by Tyler on this date so Victoria can confirm receipt of the new card in the system. Send a brief email confirmation of the card update and final payment due date (30th) to provide Carol with written documentation.
Full analysis
What happened
Carol Dooley called to update the payment method on her existing reservation (ID 25267524). She had already put down a deposit and needed to change the card used for final payment. Agent Tyler was able to help her directly when her usual agent Victoria was unavailable. Tyler collected the new Amex card details, confirmed the expiration and security code, and assured her the payment would process automatically on the 30th. The transaction was completed successfully with no remaining issues.
Emotional read
Roger (Carol) was friendly and patient throughout, despite some initial confusion about remembering her agent's name. She remained calm during the card entry process and even made a light joke about another Tyler, suggesting she was in a good mood. No frustration or anxiety evident.
Emotional arc through the call
Customer arrived calm and remained calm throughout; minor momentary frustration about remembering agent name was quickly resolved.
How customer sees Pavlus
- neutral · Customer referred to the agency as 'Papas' (likely Pavlus mispronounced), indicating some familiarity with the brand but possibly not strong brand recall
Customer behaviors
calling to update payment method on existing reservationseeking her regular agent but accepting help from another team memberproviding card details over the phoneconfirming transaction details carefully
Topics & signals
| Topics | payment method updatefinal payment processingreservation management |
|---|---|
| Buying signals | deposit already paid on reservationproviding new card details for final paymentconfirmed automatic payment on the 30th |
Analyzed 2026-05-27 04:06:24 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (2,943 chars)
Agent (Tyler Snow): For calling lish travel home with the best referral programs. Is Tyler with gas relation? Customer: Hi! I have a reservation. I don't know if my, if my agent is in now or not. Would she be, oh, I'm trying to remember her name. It's through Papas. Agent (Tyler Snow): Who's your a. Agent (Tyler Snow): Do you have a reservation number? Customer: Yes, 25267524. Agent (Tyler Snow): Okay. Agent (Tyler Snow): Sorry, 25267524. Customer: Yes. Agent (Tyler Snow): What is my computer doing? So? Sorry, give me one second I'm sorry, 2526. Customer: That's alright, I can't find her name it's like, I know her name. Why can't I find her name? Agent (Tyler Snow): 25267524. Customer: Yes. Agent (Tyler Snow): That's not coming up for me. Okay, have you put a deposit down already? Customer: Yes. Agent (Tyler Snow): Okay. No, what's your last name? Customer: Julie, D-O-O-L-E-Y. Agent (Tyler Snow): Your first name? Customer: Carol. Agent (Tyler Snow): Carol, what is? Okay. Customer: Yeah, C. Agent (Tyler Snow): Okay, and you're with Victoria. Customer: Victoria, that's it. Victoria hill haul hill. Agent (Tyler Snow): Victoria. Yup hill, mm-hmm Victoria is not in today but what do you need on the reservation? Maybe I can help her get you some assistance. Customer: Okay. Okay, I need to change the card for our final payment. Yup. Agent (Tyler Snow): Final payment. Oh, I can do that for you. Yeah, is, is the coding your name? This is Julie? Customer: Okay. Customer: It's yes. Agent (Tyler Snow): Okay. Yeah, I can do that for you. Give me one. Okay, and then what's the card number? Customer: It's simple both of ours but cause I think we have an Amex. Do we have an Amex on now? Can you see I think. Okay. Yeah, we're switching that one for the final 43885761. Agent (Tyler Snow): Yes, in again 4000. Agent (Tyler Snow): Okay, what's the number? Agent (Tyler Snow): Mm-hmm. Customer: 35820333. Agent (Tyler Snow): Mm-hmm. Agent (Tyler Snow): Okay, and the expiration? Customer: 10:29. Agent (Tyler Snow): And the security code. Customer: 508. Agent (Tyler Snow): Okay, got it. So I have 438 87 5613. Customer: No, 5761. Agent (Tyler Snow): Oh! I said, 7561 I have 5761 so sorry. 576135820333. Customer: Okay, let's. Customer: Right. Customer: Right. Agent (Tyler Snow): Perfect. Expiration is ten of 2029. And security code is 508. Customer: Correct. Agent (Tyler Snow): Perfect. Okay, you're good to go, I'll update that in your system. Customer: Okay, and then that'll just be automatic on the thirtieth, correct? Okay and who am I speaking with? Agent (Tyler Snow): Yes, ma'am. Mm-hmm. Agent (Tyler Snow): Tyler. Customer: Tyler. Agent (Tyler Snow): Mm-hmm. Customer: I just had a Tyler come out to talk to me about cleaning Windows today. Customer: Good name? Good name. Agent (Tyler Snow): Thank you. Customer: Okay, thank you very much. Okay, bye-bye. Agent (Tyler Snow): You're welcome. Agent (Tyler Snow): Bye-bye.