Mary Fuller · Jul 7, 2026 · 7:06 PM
Outbound · 09:30 · Planner: Rose Morrissey · +12393154141
“Perfect. Okay I'm ready to go now I just have to pack. I know better than to listen too much to Dana.”
In early October (first week), connect with Mary to discuss the 2027 Japan/Korea booking cancellation, trip insurance coverage options for the 2028 trip, and confirm pricing/final payment timeline (December 4, 2026). Also send her the Champion and Alize France tour details she expressed interest in and check on friend Philip's Australia/New Zealand availability.
Full analysis
What happened
Mary called to clarify documentation requirements for upcoming travel, specifically whether she needed ETIAS for England. Rose confirmed she did not need documentation for Portugal, Spain, Scandinavia, or Iceland—only England requires ETIAS. The customer mentioned her travel companion Dana had also called Leanne for confirmation. The call then pivoted to reviewing Mary's existing bookings: a Japan/South Korea tour waitlisted for 2028 (with a 2027 booking that may need to be canceled pending trip insurance coverage), and discussion of future trips including a possible Australia/New Zealand jaunt with friend Philip and interest in a new France tour. Rose set a reminder to revisit the 2027/2028 Japan/Korea situation in early October before final payment in December 2026. The customer left satisfied and ready to proceed with her upcoming travel.
Emotional read
The customer was relaxed and conversational throughout, with a warm, friendly tone. She expressed relief and confidence once documentation questions were answered ('Perfect. Okay I'm ready to go now I just have to pack'). Her humor about a difficult travel companion (Dana) and personal anecdotes created rapport with the agent, and she remained upbeat and engaged.
Emotional arc through the call
Customer started with a specific question but quickly settled into a warm, conversational tone once the initial concern was addressed, then remained steady and upbeat through the rest of the call.
How customer sees Pavlus
- positive · customer praised agent Rose and colleague Leanne by name for answering questions and providing clarification on documentation requirements
- positive · customer expressed trust in Pavlus's knowledge over her travel companion's advice: 'I know better than to listen too much to Dana'
Process friction
- customer confused about status of 2027 Japan/Korea booking vs 2028 waitlist and cancellation timeline
- trip insurance coverage question for rebooked trip required follow-up discussion with management (Tom/Ty)
Value perception
Customer expressed confidence in Pavlus's expertise and appeared to view the agency as a trusted advisor for complex bookings, tour selection, and documentation guidance. She deferred to Pavlus's knowledge over her friend Dana's assumptions.
Customer behaviors
seeking documentation/compliance clarification before departuremanaging complex multi-year tour bookings with pending changesresearching travel independently before calling agencydeferring new bookings until after upcoming trips completeinvolving travel companions in planning decisionsbuilding rapport through casual conversation and humor
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Signals the agent didn't act on:
- customer mentioned interest in Champion and Alize France tour but agent did not ask if she wanted to proceed with booking or hold a spot
- customer mentioned friend Philip wants to explore Australia/New Zealand but agent did not ask for details or suggest next steps for that potential booking
Topics & signals
| Topics | passport and travel documentation (ETIAS)trip planning for Japan/Korea tourtrip insurance and cancellationfuture travel options (Australia/New Zealand, France)travel companion logistics |
|---|---|
| Destinations | EnglandSpainScandinaviaIcelandJapanSouth KoreaAustraliaNew ZealandFrancePortugal |
| Buying signals | expressed interest in Champion and Alize tour in Franceconfirmed readiness to proceed with current travel plansmentioned buddy Philip wants to explore Australia/New Zealand tours |
Analyzed 2026-07-07 19:22:30 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (9,141 chars)
Agent (Rose Morrissey): Hi, okay I left a message on your cellphone I went to yesterday was like, oh, my god it's only forgot anyways you don't need anything all dont data weeks does because she's going to England. Customer: Okay. Customer: I either, I tried to tell her that this morning and she was on the way to a doctor's appointment somehow we got cut off. I said call me after your doctor's appointment. I tried to tell her that I said, you know, she said, well, I did it and I said, well, you did it but I don't, I mean, after you when I talked to yesterday I researched it more and then I just got a call five minutes ago, or ten minutes ago from Leanne their publi and we talked about it and she said you don't need anything. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Mm-hmm, yeah. Agent (Rose Morrissey): Yeah, you don't need anything. You don't need it in Portale you don't need it in Spain you don't need it in Scandinavia or Iceland. Customer: Perfect. Okay I'm ready to go now I just have to pack. Agent (Rose Morrissey): I just, just be happy you're not going with her. Customer: I know it, well, I mean I, you know, I've heard the stories of traveling with her from some of my neighbors. They all took a no Iana. Cruise together. I don't know a couple of years back and they were talking about I mean first of all she probably has six suit cases. Agent (Rose Morrissey): Yeah, yeah. Agent (Rose Morrissey): Oh, my gosh, that's a lot. Customer: And she can't, she can't physically handle all that stuff so you know, Mike was doing a lot of the suitcase slugging when she had to slug, I mean, you know, it's like she needs one whole suit case for a makeup. Agent (Rose Morrissey): Oh, my gosh sh. Agent (Rose Morrissey): Oh, my gosh. No, no, no, no, no, no. Customer: Yeah, so, yes, I am and I have traveled to her with go to for golf tournaments before and it is like, okay she's late. Every time she goes somewhere and she it's like give me a break and we all it we don't wanna travel with Dana. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Yeah, so. Customer: In fact, we've, we play golf the other day. That's when she got into that conversation about these EES and E-T-I-A or whatever and. Agent (Rose Morrissey): Yeah, that's England, that's England on. Customer: Yeah, you know, we got into that and that's weird. It all started and I said Dane I don't think so, to, didn't tell me I needed to do that. Agent (Rose Morrissey): Yeah, no, will give it to you and we will tell you as well. Customer: So, and then finally, finally, yeah, finally she said, oh, okay, well, I filled it out. I said, well, okay. And she. Agent (Rose Morrissey): Well, I hope she did fill it out cause she's going to England. Customer: Oh, I know she filled it out. She filled it out but she was con, she doesn't know the difference between the EES and the ETI S. Agent (Rose Morrissey): Yeah, mm-hmm. Customer: Cause I mean, there are two of them and you know, which is good because when I get back from the next set of travel, which. Agent (Rose Morrissey): Yes. Agent (Rose Morrissey): You know, talk and publish will always gonna reach out to you know about. Customer: When is? Customer: Yeah, I know but I'm, you know my, my passport I got a thing yesterday saying that my passport was gonna expire in the next year which I know. So, when I get back in September, I, and it said you know you can renew it online you don't have to leave your house. I'm thinking okay, I'll try them but the ET highest you have to put in your passport number and pay a small amount of euros or something and it stays in effect for three years are until your passport expires which mine is expiring. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Uh-huh yeah, mine, I did it online and it, I got it within two weeks. Customer: So, I'm thinking. Customer: Did you really? Okay. Well, how do you do the passport? You, how do you do the passport photos? And I don't wanna take all your time? Agent (Rose Morrissey): Yeah, mm-hmm. Agent (Rose Morrissey): Oh, that was a, that was a trick. That was a trick. You have to have a, just put a sheet on your, one of your walls, a white sheet and then take your pictures. But it has to fit in the parameters that they give you. Yeah, uh-huh, mm-hmm, yeah. Customer: Yeah. Customer: Oh, that's what I'm thinking, that would be the hardest part. Okay, alright well, I'll, I'll work on this and late September cause mine does. Agent (Rose Morrissey): Okay. Okay. Well, wait a minute. You got, wait a minute. You got some trips and or am I thinking of somebody else, probably? Customer: No, I mean, I have nothing booked until well, I do have that Japan, Korea trip booked. But it, I don't think that's been canceled yet, cause I know you have me wait listed for 2028 according to, you know, cause. Agent (Rose Morrissey): Eight. Agent (Rose Morrissey): Oh, no, no, hold on a second. I think we did. Customer: Cause you were gonna cancel 2027 and then all of a sudden we were waiting to see about my friends and haven't heard back from them. Agent (Rose Morrissey): Oh, you know what we do have view because they didn't have, I think you're on the waiting list. Yeah, yeah, like that wait list for sous Japan in South Korea tour on the eighth of April 2020 eighth well look at that rose I had Melton mm-hmm. Customer: It hasn't been priced yet or something. So I'm on a wait list for 2020. Customer: Yes. Customer: Yes, but I'm still, I'm still according to town, I'm still according to, to listed for 2027 I think. Agent (Rose Morrissey): Yes, you do. Yes, you did, mm-hmm. Customer: Yeah, cause I don't know when we need to cancel that, you were gonna try to see if they would do my trip insurance or something. Customer: You were gonna try with, yeah, you were gonna talk with chalk about, you know, canceling that and getting my trip insurance. Perhaps covered for the 2028 trip. Agent (Rose Morrissey): Let me talk to cu, let me talk to Tom, this is this option? Agent (Rose Morrissey): Moving. Agent (Rose Morrissey): So because it's not priced, we can't move it. We have to wait for 2028 to be priced in order for us to move it. Customer: Yes, okay. Customer: Okay, alright, that's not gonna cause the problem cause that might be the first of the year. Agent (Rose Morrissey): Okay, alright, yeah, let me see. Well, no, that's gonna be final payment, December 4th, 2026 so I do have a reminder on this to come back to me in November. Customer: Okay. Alright. Customer: Okay, well, I'll get back to you in November we can deal with that then. Agent (Rose Morrissey): Mm-hmm. Okay. Customer: Okay. Okay. No, Leanne just called and I said please tell rose that you've answered my questions and I also researched and got it answered. I'm good to go. Agent (Rose Morrissey): Yesterday, I asked the tell goes through, you know, that we don't have any in Europe, you don't need it. I said, I know, I just wanna make sure she's it's not nothing. But it's England if they want the, if they're going through and I said, yeah, she is going to, yeah, mm-hmm. Customer: Yeah. Customer: Yeah. Okay. Alright Dana tried to tell me that it was all of Europe and I said no, it's just England cause Maria and George just went to England and they had to fill it out so yeah, I know better than to listen too much to Dana. So. Agent (Rose Morrissey): Alright. Agent (Rose Morrissey): Right. Agent (Rose Morrissey): Okay, have a, have a good day and let me know if there's anything else but I'll be, I'll send, I'll send this reminder for myself. I think we should look at with Ty in no, not November but maybe October first week of October. Mm-hmm okay. Customer: Okay, thank you. No, there's, there's nothing. Customer: Oh, that's fine. Yeah, that's fine. Yeah, that's fine and buy. And by the time I get back, of course now that I have nothing planned for 2027 my buddy Philip think that he wants to go to Australian, New Zealand both of which we both been to but I said, well you just let me know. Agent (Rose Morrissey): I was gonna say mm-hmm hey, there's a sha, what other tour? There's a new tour, call champion and Alize. Customer: So. Customer: Okay, I think you sent that to me is that France? Yeah, you sent that to me I thought that looks good so. Agent (Rose Morrissey): Reo. Yeah, yeah. In France, yes. Mm-hmm mm-hmm yeah, yeah, I said oh, I'm gonna send this out to Mary you know, you pretty much taken almost all the to to so mm-hmm. Customer: I know but well. Customer: I know. Yeah, well and he and I also neither one of us have been to pon so we're talking about that too but I got four scheduled coming up in the next three months. So covered. Agent (Rose Morrissey): Oh, okay, okay. Agent (Rose Morrissey): Oh, my gosh. Yes, go on these trips first and then come back. We'll look at the note, mm-hmm. Customer: I'm going that works. Okay, alright, well thank you. Alright, thank you. Take care. Thanks rose. Alright, bye-bye. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Thank you. Sure, I talk to you later. Bye-bye.