Joseph Contino · Apr 13, 2026 · 9:28 PM
Inbound · 02:10 · Planner: Reception · +17324238461
“they said you were looking into it and they would be sent to my email but if yet there's nothing there”
Contact Deborah Contino immediately at 732-423-8461 with the flight options that Ashley was researching (booking 972-8673). Confirm receipt and preferred departure times to move the booking forward same-day if possible.
Full analysis
What happened
Deborah Contino called back seeking an update on flight bookings she discussed with an agent named Ashley earlier that day. Ashley had apparently promised to research flight options and send them to Deborah's email, but nothing had arrived. Victoria could not locate Ashley or another available agent, so she offered to take a callback message with Deborah's phone number (732-423-8461) and booking number (972-8673). The call was brief and transactional; no resolution was provided on the spot, and the customer was told someone would follow up.
Emotional read
Frustrated and slightly anxious. The customer is actively seeking a resolution to a missing deliverable and is checking on a prior commitment. The tone is patient but clearly expectant—they were promised something specific and it did not arrive. No hostility, but clear dissatisfaction with the lag.
Emotional arc through the call
Started mildly frustrated at the lack of email, remained steady through the call as she accepted that a callback was the only option available.
How customer sees Pavlus
- negative · expected to have received flight options by email from Ashley but nothing arrived despite being told it would come 'today'
- negative · no one was available to help on callback; had to leave a message rather than speak to the responsible agent or a supervisor
Process friction
- promised flight options email did not arrive to customer on expected date
- customer had to call back to follow up on a prior commitment
- no available agent could address the issue; customer was forced to leave a callback message
Customer behaviors
following up on a prior conversation with a named agent (Ashley)checking for a promised email deliverableproviding booking details proactively to support resolutiondeferring resolution to a callback
Topics & signals
| Topics | flight booking follow-upmissing email confirmationcallback request |
|---|---|
| Objections | flight options were supposed to arrive by email but never received |
Analyzed 2026-05-25 22:03:59 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (1,196 chars)
Agent (Victoria Mendoza): For calling, this is Victoria. How may I direct your call? Customer: Yeah, hi, I spoke with Ashley earlier about booking flights for myself and she said you were looking into it and they would be sent to my email but if yet there's nothing there, is there anyone I could speak to about that? Agent (Victoria Mendoza): I'm not sure who's available in our department, but I can certainly check can I get your name? Customer: Have a Contino. Agent (Victoria Mendoza): I'm sorry. Tell me your first name again. Yup, thank you. Customer: Deborah Contino. Is the last name. Agent (Victoria Mendoza): It looks like there are another calls at the moment. I'd be happy to give them a message for you. Customer: Yeah, if someone can give me a call back about I said they was supposed to have been gotten from me today, and I don't have it. The number is 732-423-8461 do you need my booking number? Agent (Victoria Mendoza): Okay. Agent (Victoria Mendoza): Yes, that would be helpful. Thank you. Customer: Yes, 972-8673. Agent (Victoria Mendoza): Okay. Okay, Deborah, I'll give him a message. Okay. Customer: Okay, please, thank you. Agent (Victoria Mendoza): My pleasure, bye-bye.