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Mary Fuller · Nov 8, 2024 ยท 3:41 PM

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Inbound · 12:46 · Planner: Rose Morrissey · +12393154141

Sentiment
positive (0.75)
Intent
rebooking
Trajectory
steady
“I can't make any decisions until I know about savoring France, so I need that confirmation as soon as possible.”
Next best action
Rose should call Tauck immediately to confirm Mary Fuller's wait list status for the April 26 Savoy and France departure and call her back within 24 hours with a definitive yes/no and next steps. If confirmed, clarify pricing and deposit due date; if denied, present the April 27 Normandy or May alternatives Mary mentioned and coordinate timing with her travel companion Mike Ryan.
Full analysis
What happened

Mary called to check on the status of her wait list request for a Tauck river cruise departing April 26 to Savoy and France. The agent (Rose) spent most of the call sharing detailed personal travel experiences from a recent Tauck cruise, including ship comparisons, entertainment, and hotel details. Mary engaged warmly with these stories but eventually steered the conversation back to her primary concern: whether a previous message left with another Pavlus staffer about her wait list status had been followed up on. Mary emphasized that she cannot make decisions about other trips (including a potential Normandy cruise in April with a neighbor) until she knows whether she got the April 26 slot. The agent committed to calling Tauck immediately to verify the wait list status and promised to call Mary back with confirmation.

Emotional read

Mary is engaged and enthusiastic about travel planning but anxious about the wait list status, expressing urgency and frustration about not yet receiving confirmation. She became noticeably more focused and direct when discussing the April 26 date, displaying genuine concern that this decision is blocking her ability to plan other trips with friends. Her tone remained warm toward the agent throughout, but her anxiety about the unresolved wait list is the dominant emotional current.

Emotional arc through the call

Mary started warm and collaborative during Rose's vacation stories, but gradually shifted toward focused urgency as she articulated the critical importance of the April 26 wait list decision to her broader travel plans, ending the call with hopeful anticipation of immediate follow-up.

How customer sees Pavlus
  • neutral · Someone from Pavlus office called and left a message about wait list status while agent was on vacation; customer called back and left message with that staffer, hoping she followed through
  • positive · Agent Rose is knowledgeable about Tauck cruises and speaks from personal experience, giving customer confidence in the product quality
Process friction
  • unclear whether follow-up message left with backup staffer during agent's vacation was actually processed and communicated back to customer
  • customer had to call back to re-confirm wait list interest after initial outreach, creating uncertainty about current status
Value perception

Mary did not explicitly compare Pavlus to alternatives. Her warmth toward Rose and willingness to wait for confirmation suggests trust in the agency, though she is clearly detail-oriented and fact-checks (e.g., verifying ship capacity numbers).

Customer behaviors

repeat customer with year-round river cruise experience planning additional tripscomparison-shopping multiple itinerary dates and routes on same shipdeferring commitment on other trips pending wait list resolutioncoordinating travel companions for potential group bookingsconducting independent research on ship specifications to verify agent claims

Topics & signals
Topicsriver cruise planningwait list statusitinerary optionsship specificationstravel companion coordination
DestinationsParisFranceProvenceNormandyRivieraBelgiumHollandLeon
Cruise linesTauckEmerald
Buying signalsactively researching multiple itinerary dates and destinationscoordinating with travel companion Mike Ryan about potential shared tripsconfirmed strong desire for specific May departure and Provence region tourhas previous year of river cruise experience and plans repeat travel
Objectionsanxious about wait list confirmation status for April 26 departurecan't commit to other trips until France wait list is resolvedconcerned about coordinating multiple itinerary options and timing

Analyzed 2026-05-24 05:00:52 by claude-haiku-4-5-20251001. Confidence 0.85.

Transcript (11,466 chars)
Agent (Rose Morrissey): This is rose, you?
Customer: Mm-hmm. Oh, hi. Hello, rose, Mary for?
Agent (Rose Morrissey): Hi, how are you?
Customer: I am well thank you. How are you and I am I interrupting you in the middle of something.
Agent (Rose Morrissey): Oh, no, no, no, no, no, no, uh-oh, I was just looking at it? Oh, my gosh, I was wonderful we had a great weather, the cruise before us had terrible weather, so they were all happy.
Customer: Oh, okay. How was your, how was your vacation?
Agent (Rose Morrissey): Yeah, they had a, you know, high water on the river and all of that but we had no problems out. Everything went so smoothly. It was amazing. Yeah, and.
Customer: Oh, okay.
Customer: Oh, that's great. What was the, yeah, go ahead.
Agent (Rose Morrissey): And let's see and the to the, to staffs were really amazing. Oh, my gosh.
Customer: Oh, you mean the guides and.
Agent (Rose Morrissey): Yeah, yeah the guides and, and the cruise director. Well, he was wonderful I like him. Yeah, he was like very bubbly getting everybody. Hi, good morning. Okay. You're too too happy I guess because the, yeah, go ahead.
Customer: Oh.
Customer: Oh, my gosh. Well now you are, oh, oh, good. Just because what?
Agent (Rose Morrissey): Oh, because the cruise, prior to us had so many problems and they had to navigate and I had some clients on that cruise and they told me that ped an excellent, excellent, excellent job moving things around, you know. Yeah, and is really good with that you know, because we, I had the same experience on the re, two years ago and the water levels were low I tell you we weren't supposed to go to the Mose but the captain took us there because the water level, there was much better than the rin. Yeah. So he, oh, I tell you it was amazing. So tell.
Customer: Oh.
Customer: Oh.
Agent (Rose Morrissey): Top knows what they're, they know what they're doing.
Customer: Oh, absolutely. Why do you think I keep coming back? Did you have like a ship cruise director and then two or three Tak directors?
Agent (Rose Morrissey): Mm-hmm, I know.
Agent (Rose Morrissey): Three tour directors and one cruise director talk mm-hmm yeah, yeah, and they were there all the time. I mean, the, there were only eighty of us on the ship on a 180 crew. Yeah, something like that. Yeah.
Customer: Correct. Yeah, yup.
Customer: Okay, I think the capacity is like 95.
Customer: What ship were you on?
Agent (Rose Morrissey): We were on the emerald.
Customer: Okay, okay, and did you like it? Nice ship.
Agent (Rose Morrissey): Yeah.
Agent (Rose Morrissey): I was on that, I was on that ship before. It's nice, it's not as nice as the one in the door river, the portal.
Agent (Rose Morrissey): Is that one is name, yeah, Andrea or something like that. Yeah, that one is because it's new, you know, it's gonna be new, you're gonna have new. Yeah. This one is nice but you know, it's a little older, but it did the work, you know, it was good. Yeah. I Meral mm-hmm.
Customer: Yes, I think it starts with an A. Yeah.
Customer: Yeah.
Customer: Yeah.
Customer: Okay.
Customer: Oh, the a wal? Okay.
Customer: Okay. Did you did you have entertainment like, nightly entertainment?
Agent (Rose Morrissey): Yes they did, yes, they did. Mm-hmm it was a lot of fun. It was a lot of fun. One time was a.
Customer: And was it was?
Agent (Rose Morrissey): French when we got to, on a, a gentleman came on board with the accordion instrument. Yeah, and he did it. He had really good boys, very good voice. And then at 9:30 we arrived in bon Bon see the bridge. You know, that. Half bridge. And yes, yeah. So it was, it was beautiful. It was beautiful. And he was up there with this music and everything. It was, it was cool. It was really cool, I enjoyed that a lot.
Customer: Oh, yeah.
Customer: Oh, yes.
Customer: Oh, it sounds like it now. Where did you get on the ship?
Agent (Rose Morrissey): We've got on the shipping Leon, we, oh, actually yeah out the shipping lay but you're going to have two nights in Paris on that itinerary so, oh.
Customer: Oh.
Customer: Yes. Okay. Okay, did you have two nights in Paris?
Agent (Rose Morrissey): Yes, if that hotel that uses Lo Lu Lua, it's a brand-new hotel. So beautiful, I'll send you some pictures my, of my room, it was like, oh, 000, oh no, no, no, no, no, no, we don't, we don't get upgrades, I tried, you know, I don't, I hey, I'm just happy to get on the shit.
Customer: Okay.
Customer: Oh, okay. Did you get an upgrade?
Customer: Well.
Customer: I know. I know. Well that I of course, that's the trip I want to get on a wait listed.
Agent (Rose Morrissey): Yeah, I'm gonna check on that today because I got an email they wanted to know if you're still interested so I want to get go to.
Customer: Well, somebody, somebody from your office called and left a message and I called this back and it was a woman I can't think of her name. She said I'm calling on behalf of rose, she's on vacation talk wants to know if you still want to be wait listed and I called back and left a message for her that I did know that you were on vacation. And yes I still wanted to be on the wait list.
Agent (Rose Morrissey): Okay, okay.
Agent (Rose Morrissey): Mm-hmm.
Agent (Rose Morrissey): Yeah, yeah. Okay, so I.
Customer: So I'm hoping she followed through.
Agent (Rose Morrissey): I'm just looking at that.
Agent (Rose Morrissey): That, so, I will reach out to talk right now and say you know, we want that. So can you, can you clear it and so it's, you'll love it that hotel but you've probably been to Paris before many times.
Customer: Okay.
Customer: Yeah.
Customer: Oh, I'm.
Customer: I haven't been to Paris and years.
Agent (Rose Morrissey): Okay. Okay, so this will give you two nights and Paris then you take the bullet train, the speed train from terrace. Yeah, to, to Leon. And then they were there to pick you up and take you to the ship. It was very you know, so seamless you don't even have to worry about luggage or anything like that. Your luggage, what they took care of your luggage and you just got on this on the train with your, whatever you're carrying on and went to the ship and of course they're waiting for you to have that Champaign when you walk in.
Customer: And.
Customer: Yeah, the T-G-V not. Yes.
Customer: Well, you were? Oh, yeah, yes.
Customer: Oh, of course, of course. Yeah. Well, I'm surprised. How many people did you say you had?
Agent (Rose Morrissey): 8080 mm-hmm we had a group of I think group but I thought it was a 180.
Customer: Eighty. Okay, I think the capacity.
Customer: No, I don't think so.
Agent (Rose Morrissey): Not that much for a hundred.
Customer: No, I do not, I do not, no, there's something about the ship specifications that I have looked at and I wanna say maybe it's more than that.
Agent (Rose Morrissey): It was really very nice, so, so relaxing excursions were great. Yeah.
Customer: Yeah, that's, see, that's what I enjoyed most about that month that I spent last year. But I think our ship. Well the Meral. Is bigger I think than that treasures.
Agent (Rose Morrissey): Mm-hmm.
Agent (Rose Morrissey): Let's see, I've got it right here and.
Customer: Yeah.
Agent (Rose Morrissey): Oh, it says over here into continental Paris look grn in the hotel. Maybe they'll change it because it's, that hotel was like first-class all the way. Yeah.
Customer: Oh, okay.
Customer: Well now I just pulled up the ship specifications it says maximum number of gas 98.
Agent (Rose Morrissey): Oh, 98 okay. Okay. That's not bad, right?
Customer: Yeah.
Customer: Yeah, that's the Meral the safi the spirit or and treasures. Yeah, 98 is good, yeah.
Agent (Rose Morrissey): Mm-hmm.
Agent (Rose Morrissey): Yup, yeah, 98 is, yeah, we had eighty and, you know what it's, I think tok is the demo, the age group on tok is really getting younger.
Customer: Okay, so you.
Customer: Yeah.
Agent (Rose Morrissey): Yes. There were a lot of, there was a group from Indiana there were all neighbors and they were like in their sixties like they just retired and they were you know taking this trip and, and mostly doubt is seventy and above but I was really like, oh, well this is good this is good me more.
Customer: Oh, is it, okay.
Customer: Okay.
Customer: Yes.
Customer: Well, you know, that is good but I don't know if they're, you know, kids or whatever of people that have, yeah, children that have now learned about talk or something.
Agent (Rose Morrissey): Children, no, they're not. Yeah.
Agent (Rose Morrissey): Yeah. Well a lot of Ts the program bridges it operates in the summertime.
Customer: Yes.
Agent (Rose Morrissey): Yeah, mm-hmm mm-hmm, yeah.
Customer: Oh, that's true. And maybe they're growing up now. I don't know yeah, well definitely check cause I definitely want that trip, you know, next year.
Agent (Rose Morrissey): Yeah.
Agent (Rose Morrissey): Okay, and we're looking at the, let's see I have here the twenty sixth and also the in may hold on a moment.
Customer: Yes.
Agent (Rose Morrissey): We want it may actually so that you can get some time.
Agent (Rose Morrissey): On your own. Yeah. Well let's see. Let me see. Let me see. Wanna make sure that we're not overlapping. Oh, no we're not. Because the other one is yeah it ends on the 25th of April so the twenty sixth will be perfect. Mm-hmm.
Customer: Why?
Customer: Yeah, because see I'm coming back.
Customer: Belgium Halling.
Customer: Yeah, see, that's why I'm so anxious to know if I'm gonna get the twenty sixth now here. I mean, I have, if, the sooner I know that, the sooner I can move forward, you know, I have done the research and the research, and I'm thinking, oh, my god, if I'm going to and Hollan for nine days or whatever the heck it is, it's not much, that's the reason I want to go on the twenty sixth to that saver in France.
Agent (Rose Morrissey): Yeah, yeah, mm-hmm.
Agent (Rose Morrissey): Yeah.
Agent (Rose Morrissey): April, yeah. Mm-hmm mm-hmm yeah.
Customer: Of April. Yes, and then I'm thinking, okay. Well, if I can't do that then maybe I could go back to Paris and on 427 Normandy.
Agent (Rose Morrissey): Oh.
Customer: And yeah.
Customer: And then maybe even that finishes up on 59 maybe jump down cause I do want to go to that provance region and look at French escape Paris to the Riviera which is the same damn ship. The Meral.
Customer: And I'm going, oh, god, I can't answer any of these questions and I even said to Mike Ryan, who's one of my neighbors. I said, Mike, you know, you talked about doing Norman in August or September of next year and perhaps doing it at a time. I could do normally before I go to table, would you be interested in doing normally in April you said, yeah, I don't have any problems we're doing in April. I said, well, I can't make any decisions until I know about savoring France.
Agent (Rose Morrissey): Mm-hmm.
Agent (Rose Morrissey): Yeah, yeah. Okay let me call tac right now and, and see what we can do here on the 26th of April for saving friends name.
Customer: Okay.
Customer: Yes, cause I know I'm on the wait list and whoever I talked to within your office, I didn't talk with her. I just left a message. I hope she called back and said yes, she still wants to be on the wag list.
Agent (Rose Morrissey): Yeah, let, let me see te.
Agent (Rose Morrissey): Let me call top right now I'll call you right back, okay? Thank you. Thank you. Yeah, bye-bye.
Customer: Okay. Oh, that's great. Okay, thank you rose. Alright, bye-bye.