Loading - Please Wait

Mary Fuller · Jun 17, 2026 · 6:53 PM

← Back to customer  |  All customers  |  View in Dialpad ↗

Outbound · 15:41 · Planner: Rose Morrissey · +12393154141

Sentiment
positive (0.65)
Intent
ready_to_book
Trajectory
improved
“Go ahead and book me, I'm definitely going. I'd rather start the eighth, April eighth and end up in northern Korea.”
Next best action
Once Mary coordinates with her five companions and confirms their participation, Rose should send a recap email confirming the April 8th, 2028 westbound Palace Hotel booking for four rooms (six people) and outline the deposit transfer plan from the 2027 trip once 2028 pricing is released.
Full analysis
What happened

Mary called to book a Japan cherry blossom cruise for April 2028 with a group of six people (four rooms). Rose worked through hotel options (Palace, Sangella, Mandan), sailing direction (westbound vs. eastbound), and optimal cherry blossom timing across multiple Japanese cities. After discussing bloom periods, Mary decided on April 8th westbound departure starting in Tokyo to catch peak bloom. Rose offered group pricing benefits (additional savings from Tauck plus 7% from Pavlus) and discussed moving Mary's existing 2027 deposit to the 2028 trip while preserving insurance—contingent on pricing release and negotiation. Mary verbally committed to the April 8th booking and will coordinate with her five companions over the coming days to confirm their participation.

Emotional read

The customer started somewhat confused and overwhelmed by hotel and date options, expressing frustration ('Oh my god, you're getting me confused'). As the agent provided clarity on cherry blossom timing and sailing dates, the customer's confidence grew and she became more decisive. By the end, she was appreciative and relieved to have a concrete plan.

Emotional arc through the call

Started uncertain and somewhat confused about cherry blossom timing and hotel options; warmed considerably once Rose clarified bloom dates and sailing directions, leading to a decisive verbal commitment and gratitude by call end.

How customer sees Pavlus
  • positive · acknowledged 7% Pavlus travel savings for group bookings
  • positive · expressed confidence in agent Rose's willingness to 'fight for' her on deposit transfer and exception negotiation
Process friction
  • pricing not yet available for 2028 April sailings, forcing a wait-list approach
  • deposit transfer from 2027 to 2028 contingent on future pricing release; agent left 2027 booking active to preserve optionality
Value perception

Customer accepted Tauck's group savings plus Pavlus's additional 7% discount without objection. She expressed appreciation for Rose's advocacy on deposit transfer and insurance preservation, viewing Pavlus as an intermediary worth the commission.

Customer behaviors

researching hotel and itinerary options in real time during callcoordinating group travel with five companions (two couples, one adult daughter, herself)deferring final companion commitment pending individual schedule checksleveraging loyalty status (35 trips by year-end) to negotiate termswilling to book verbally once itinerary uncertainty resolved

Closing technique

Attempt: direct   Outcome: deferred_commitment   Payment: discussed

Close language used:

  • “Alright, so I'm gonna put you on the eighth.”
  • “Go ahead and book me, I'm definitely going.”
  • “I'm gonna leave you on the 2020 seventh... for 2027 because if I cancel it now they don't move money to tours that are not priced yet.”

Signals the agent didn't act on:

  • Customer said 'Yeah, go ahead and book me' but agent did not confirm payment details, deposit amount, or due date for the 2028 booking—only discussed moving the 2027 deposit conditionally
Topics & signals
TopicsJapan cherry blossom cruise itinerary planninghotel options comparison (Palace, Sangella, Mandan)group booking coordinationsailing date selection (westbound vs eastbound)deposit transfer from 2027 to 2028 booking
DestinationsJapanTokyoKyotoOsakaNorthern JapanHokkaidoKorea
Cruise linesTauck
Buying signalsexplicitly said 'go ahead and book me' when committing to April 8th departureconfirmed group composition and room count for booking purposeswilling to invest time coordinating five companions around selected datesreferenced existing 2027 deposit and expressed interest in moving it forwardmentioned loyalty status at 35 trips by end of year
Objectionsuncertain about hotel choice without researching all options firstconfused about cherry blossom timing across different Japanese citiesneeds to coordinate with five travel companions on dates and preferencesconcerned about deposit transfer terms and insurance loss on 2027 booking

Analyzed 2026-06-18 10:22:51 by claude-haiku-4-5-20251001. Confidence 0.82.

Transcript (10,223 chars)
Agent (Rose Morrissey): Okay, question I know we have you on the palace hotel right now but the other options they have a Sangella and the Mandan.
Customer: Yes.
Customer: For.
Agent (Rose Morrissey): Al for the 2028.
Customer: Oh, yeah. Oh, god. I don't know, let's just leave it there until I get a chance to research that we don't know because the dates aren't out and we don't even have a date yet.
Agent (Rose Morrissey): What are your friends doing?
Agent (Rose Morrissey): They have the date April 8th but they don't have pricing, yeah.
Customer: Oh, they do.
Customer: Oh.
Customer: Okay.
Agent (Rose Morrissey): So, should I leave it on the palace and then?
Customer: Can we leave it? Can we leave it right there and I will contact them and ask them to research the hotels and I will research the hotels it like.
Agent (Rose Morrissey): Yeah, Shang Mander or the palace. The Mander is. Yeah, Mander.
Customer: Shang on. Oh, why don't you, do you have, do you have prices on that?
Agent (Rose Morrissey): No prices yet. But the dates they have them out already.
Customer: Oh, alright. Okay, but.
Agent (Rose Morrissey): So I put you wait a wait list you know. 44828.
Customer: Okay.
Agent (Rose Morrissey): Okay. Now, because you have money already for the twenty. What, go ahead.
Customer: Is that is that?
Customer: Oh, is that a westbound?
Agent (Rose Morrissey): Yes, it is.
Customer: Okay. Okay, I didn't realize the dates are out or I would have asked them what they wanted Shan, with Shang Mander.
Agent (Rose Morrissey): Mm-hmm.
Agent (Rose Morrissey): Or the palace.
Customer: I don't know how in the world did I check that? I don't know, I have no idea what these hotels are. I don't think the hanger law is one of my favorite hotels.
Agent (Rose Morrissey): You know what I'm gonna.
Agent (Rose Morrissey): No, no, not the Sangella that's now medio oh, my god, listen to us. Let me, let me, let me ask, let me ask my friend here.
Customer: Yeah, I know.
Customer: Yeah, yeah. Okay. So what.
Agent (Rose Morrissey): Let me see. Oh, this is the palace hotel in Tokio, the best overall choice and then the manager and, and then the Shang.
Customer: Oh.
Customer: Okay, so number one, number two and number three. Alright. And what do you have those other dates? Right there? 48 is westbound. I mean, I could look this up.
Agent (Rose Morrissey): Okay, hold on a second, let me ask her, let me ask her. One moment, one moment. April. Right? April. One moment. Yeah, one moment.
Customer: Okay.
Customer: Yes. Well, they only run four trips.
Agent (Rose Morrissey): Two westbound sailing 8th of April and 24th of April.
Customer: Okay, okay, okay.
Customer: April 24th, okay, April 24th, see, what I was trying to do is figure out when the cherry blossoms would be best to start in.
Agent (Rose Morrissey): Mm-hmm.
Agent (Rose Morrissey): I, I'm gonna say April 2023 usually the mid week. Well, hold on a second.
Customer: Okay, so, okay.
Customer: Or we could go eastbound and hit Tokio with the end.
Agent (Rose Morrissey): Okay, so in Tokio so it's different. It says Tokio March 28th through April 5th average, full bloom period. Kyoto March 30th to April 7th, Osaka March 30th to April 7th, northern Japan, April 8th to April 15th okdo. Which is north, late April to early may. Yeah, I would do, I would do early April. Go on the eighth.
Customer: Oh, my god. You're getting me confused. Okay. We, you're getting.
Customer: Okay, with the eighth starts in Tokio and goes down and then west to Korea.
Customer: And if?
Agent (Rose Morrissey): Okay.
Customer: Does that make sense?
Agent (Rose Morrissey): Then, to you then if you want Toi the average full bloom period is March 28th through April 5th.
Customer: Oh, okay, so.
Agent (Rose Morrissey): Okay, so that if you're starting in Toki then of course you're gonna go to Toyota, right? Okay, so Kyoto starts March 30th to April 7th.
Customer: Yes.
Customer: Okay. So perhaps what are the other dates talks running it maybe we want to start in career up and then end up and gold eastbound. Yeah.
Agent (Rose Morrissey): Oh, east. Okay, hold on.
Agent (Rose Morrissey): Okay, one moment. Mm-hmm.
Agent (Rose Morrissey): Okay. She said there's only four, I mean, three sailings one eastbound, one eastbound and that's April 15th, so, April 15th is 4:15.
Customer: Yeah, well they were only. Yeah.
Customer: Okay.
Customer: 450.
Customer: That's eastbound. Okay, and what's the other. Is it April 24th?
Agent (Rose Morrissey): Yup.
Agent (Rose Morrissey): April 24th mm-hmm. And that's west.
Customer: And that's westbound. Okay, because eastbound would be in Korea where it's colder and then going to Japan but if we did April 15th, we wouldn't get there for two weeks. Yeah.
Agent (Rose Morrissey): Mm-hmm.
Agent (Rose Morrissey): Mm-hmm you're gonna miss it.
Customer: Yeah, no April 24th so April 8th is probably the best.
Agent (Rose Morrissey): Mm-hmm so, I'm gonna put you for April 8th and I'm gonna put you in the list and the balance palace, okay? Hotel, alright.
Customer: Okay. Alright.
Customer: Okay, westbound.
Customer: Okay, alright, and I will as soon as I get a chance, send out information to the other five telling them that I am booked at the police on April 8th westbound departure for 2028 and.
Agent (Rose Morrissey): Mm-hmm.
Agent (Rose Morrissey): How many of your friends? How many of them?
Customer: There are five of them. So there would be a, a group, there's a group of six and I.
Agent (Rose Morrissey): They're, so they're fine. Let me ask you, okay, so is it only single occupancy for five? Everybody gets their own room? Okay.
Customer: No, no, at two couples.
Agent (Rose Morrissey): Mm-hmm okay, and then you.
Customer: So that's two rooms Lauren will walk alarm would want her own room. She's their daughter, she's 48 or so and I would don't want my own room so.
Agent (Rose Morrissey): Okay, okay.
Agent (Rose Morrissey): So, that's six, okay, here's the thing, you could do a, a group and then you'll get additional savings from, to.
Customer: Yes.
Customer: Oh, so if you do a group of six people.
Agent (Rose Morrissey): Yeah, six people. And then additional savings, additional savings from talk and then your seven percent from Pavlus travel.
Customer: Well, yeah. Okay, so it.
Agent (Rose Morrissey): But talk just throw that out to them and then.
Customer: Okay, so if you have a group of six which it would be six because but there would be 341234 rooms involved.
Agent (Rose Morrissey): Mm-hmm.
Agent (Rose Morrissey): Yes, so if it's four rooms in ball, I can always pull the inventory from my, what we have here at Pavlus to complete your group.
Customer: Oh, I see. So, so what they're talking about is a group of six with six rooms.
Agent (Rose Morrissey): Mm-hmm.
Agent (Rose Morrissey): Mm-hmm, yeah.
Customer: Okay. Well, we're going to have a group of six people but 1234 rooms.
Agent (Rose Morrissey): Yeah, four rooms and you need five.
Customer: Oh, yeah, okay.
Agent (Rose Morrissey): It's possible it's possible but think about it I, you know, and then your referral checks.
Customer: Okay.
Customer: I will.
Customer: Yeah, yeah, true. Okay, okay, got it, okay.
Agent (Rose Morrissey): Okay. Alright, so I'm gonna put you on the eighth.
Customer: Yeah, go ahead and book me, I'm definitely going about tell them the reason I'm choosing the eighth. I mean, I'd rather start the eighth, April eighth and end up in northern Korea, may one or whatever the date might be when it's maybe a little bit warmer up there.
Agent (Rose Morrissey): Okay.
Agent (Rose Morrissey): Mm-hmm.
Agent (Rose Morrissey): Mm-hmm mm-hmm yeah, because if you start in koi you may miss the Jerry Plato.
Customer: So that was my reason but I wanted to see.
Customer: Yeah, that's what I'm thinking.
Agent (Rose Morrissey): Mm-hmm. Okay.
Customer: Okay. The other, those are west bound. Okay. Alright, I will get on this.
Agent (Rose Morrissey): Alright now, but I'm gonna, I'm gonna give you a heads-up because, but I'm gonna fight for you, okay? Because you already deposited for 2027 insurance deposit and this is a small ship product which if you can't move it we can move your deposit. But you lose your insurance. So, I'm gonna go fight for you when the prices come out. You know what, what's, what, what's going for you is your loyalty took to.
Customer: Yes.
Customer: Okay.
Customer: Yeah.
Customer: Oh.
Customer: Okay.
Customer: Oh, yeah, cause I think at the end of this year I'll have 35 trips.
Agent (Rose Morrissey): Okay.
Agent (Rose Morrissey): Yes, yes, exactly. So, so I'm gonna be fighting for you and looking for an exception to their terms and condition and move all of it, move all the money with the insurance.
Customer: Yeah, okay.
Customer: Yeah, but, but that won't come out until the, until the pricing comes out or whatever. Yeah. Okay.
Agent (Rose Morrissey): Okay. So I'm gonna leave you as-is on the 2020 seventh.
Customer: Okay.
Customer: Oh, you're gonna leave me there.
Agent (Rose Morrissey): Cause I want can, yeah, for 2027 because if I cancel it now they don't move money to tours that are not priced yet. Yeah.
Customer: Okay.
Customer: Okay.
Customer: The. Yeah. Oh, okay, alright. Okay. Well, it'll probably take me, you know, several days to get, you know, the five of them coordinated as to what their schedule looks like and all that good stuff for April and where they want. Does that make sense? Okay, alright.
Agent (Rose Morrissey): Okay.
Agent (Rose Morrissey): Okay. That makes sense. Alright, but I'm giving you in April 8th at the palace. Okay. Yes, yes, for now. Thank you.
Customer: Okay, at the police now now for now. Okay. Okay, thanks rose. Yeah.
Agent (Rose Morrissey): Well well I'm requesting for the 8th of April, 2028 and also I'm wanting that requesting the alla for 2028 as well.
Customer: Yeah.
Customer: Okay, okay.
Agent (Rose Morrissey): Okay, but $2,027 we're gonna leave it where it's at until they price the $2,028 then we're gonna start negotiation.
Customer: Okay.
Customer: Oh, okay. That sounds good. Alright, sounds good. Well, thank you. Okay. Alright bye-bye.
Agent (Rose Morrissey): Okay, thank you. Talk to you later. Yeah. Bye-bye bye-bye.