Kevin Rose · Jan 20, 2025 · 4:46 PM
Outbound · 08:05 · Planner: Pam Chavez · +17752246283
“Yeah, apply it and then once I review everything I'll call you and tell you to put a deposit.”
Send the invoice with the voucher amount applied by end of business today. Follow up by phone or email within 48 hours to confirm Kevin received it and answer any questions before he commits the deposit.
Full analysis
What happened
Kevin called to discuss rebooking a cruise. Pam proposed transferring funds from a scan/Nava booking to a 52-day Viking River cruise; Kevin agreed. The agent investigated a $50 air program fee that surfaced (related to Reno departure from a non-gateway city), and Kevin acknowledged he remembered a similar policy from before. Pam committed to sending an invoice and applying any Viking vouchers Kevin qualifies for. Kevin asked to review the invoice before providing a deposit and agreed to call back once he's ready.
Emotional read
Kevin is cooperative and laid-back throughout the call. He expresses mild curiosity about the air surcharge fee but accepts the agent's explanation without pushback. He defers final commitment pending review of the invoice, but maintains a relaxed, friendly tone—saying 'Yeah, take your time' when the agent goes on hold.
Emotional arc through the call
Steady, cooperative tone throughout; Kevin remained relaxed and patient even when the agent went on hold to investigate the fee.
How customer sees Pavlus
- positive · praised Pam by name ('Your magic') for problem-solving the rebooking and fee questions
- neutral · accepted Pam's explanation of the air surcharge policy without complaint
Customer behaviors
rebooking an existing cruise to a different Viking River itinerarydeferring deposit pending invoice review and voucher confirmationaccepting agent's fee explanations without resistancetracking voucher eligibility
Topics & signals
| Topics | cruise rebookingair program changesnon-gateway city surchargeViking River cruisevoucher applicationinvoice review |
|---|---|
| Destinations | Reno |
| Cruise lines | Viking River Cruises |
| Buying signals | agreed to move 52-day cruise to new bookingwilling to review invoice before committing depositasked agent to apply Viking vouchers if availablecommitted to follow up after review |
| Objections | concerned about $50 air surcharge for non-gateway city departure |
Analyzed 2026-05-26 08:35:25 by claude-haiku-4-5-20251001. Confidence 0.65.
Transcript (2,275 chars)
Agent (Pam Chavez): Hey, Kevin. Okay, so I've got biking on the line in order to be able to use that the funds that on that scan and Nava booking they would just have to move this a 150 day, 52 day cruise over to that booking. Customer: Yeah. Customer: Yeah, we can do that. Agent (Pam Chavez): Is that, is that gonna be okay as long as everything stays is okay? Customer: Yeah, cause it, yeah, yeah, no, I want to do that cause this cruise includes the lic the, basically the same cruise. Yeah. Agent (Pam Chavez): Okay. Bear with me one second here. I'm gonna just ask about that $50 error fee and I'll be right back, okay? Okay, hold on, on, hold on thanks. Customer: Yeah. Customer: Yeah, whatever that is. Okay, cool. Yeah, take your time. Agent (Pam Chavez): Alright Kevin. I just, yeah, I don't she hasn't been able to answer that question yet but it's probably because of it I guess they change their air program and some cities are actually going to be have a charge, $50 charge whatever. Customer: Okay. Customer: Yeah, they used to do that if you weren't in a gateway city, they charge you, like, yup. I think you're right. No. Okay, yeah. Agent (Pam Chavez): Yeah, so, because it's Reno, that's probably what the situation is. I don't know that for a fact, but that's probably. Customer: Yeah, okay. So, did they, yeah, so, you're gonna work something up with your magic. Agent (Pam Chavez): Okay, alrighty. Agent (Pam Chavez): Yeah, I'm gonna, I'm gonna transfer that over. I've got to figure out about the pales, whatever it is, the virtual event uh-huh okay. Alrighty, I'll send an invoice as soon as I'm done. Customer: Yeah, that webinar saying that lady missed. Yeah, cool, okay. And then Viking they did, did they say anything about me having any kind of voucher with biking the lady. Yeah, that's cool. Alright. Alright. Thanks Pam. Agent (Pam Chavez): I'll ask him about that. Agent (Pam Chavez): And, and am I gonna apply that if you do have the vouchers, right? Customer: Yeah, apply it and then, then once I review everything I'll call you and tell you to put a deposit but I'm gonna look at it before I do that. Alright, cool. Alright thanks Pam. Talk to you, bye! Agent (Pam Chavez): Okay. Okay. Alright, sounds good. Thanks. Bye-bye uh-huh bye-bye.