Tori Rice · Jul 26, 2026 ยท 6:23 PM
Inbound · 05:52 · Planner: Chey Cherry · +15128094243
“Did we do your flight date here? You didn't do, I think we got our flights separate.”
Send the updated confirmation with transfer details and contact information for the ground transportation coordinator by end of business tomorrow (August 7 arrival). Follow up proactively with Tori 24 hours before departure to confirm transfer pickup details.
Full analysis
What happened
Tori Rice called with a question about ground transportation that was supposed to be included in their resort package booking in the Dominican Republic (August 7-10). The agent identified the booking and confirmed the taxi/cab service was included, but noted that flight information was needed to complete the setup. The customer provided their United and Delta flight details (arrival at 3:30 PM on August 7, departure at 1:10 PM on August 10). The agent committed to adding the flight info to the booking tomorrow and sending an updated confirmation with transfer details. The call was resolved with no outstanding issues beyond the agent's promised follow-up action.
Emotional read
The customer was straightforward and practical, asking specific logistical questions about their upcoming trip. They were cooperative and patient while providing flight details, and seemed satisfied once the agent committed to handling the transfer setup. No anxiety or frustration detected.
Emotional arc through the call
Customer remained steady and cooperative throughout; no notable shift in emotional state.
How customer sees Pavlus
- neutral · customer referred to booking being made 'with you guys' and accepted the agent's process for adding flight details without complaint
Customer behaviors
gathering information about existing booking logisticsproviding detailed flight information when requestedasking clarifying questions about next steps and contact protocol
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | ground transportation setupflight information collectionresort package inclusionstransfer confirmation |
|---|---|
| Destinations | Dominican Republic |
| Cruise lines | Fun Jet Vacations |
Analyzed 2026-07-26 18:30:47 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (3,195 chars)
Agent (Chey Cherry): Good afternoon. Thank you for calling Pavlus travel, this is Jay speaking. Customer: Hi we booked a, a resort in Dominican in two weeks with you guys and I remember with the package that we have it allows us to get a, a tax here, a cab from the resort of there and back. And I was wondering if that was set up through you guys or if I have to like call the resort to set that up. Agent (Chey Cherry): What's the booking or confirmation number? We can take a look. Customer: Let me look real quick. Customer: Okay, the confirmation is H, as in Henry, six, C, as in cat, 773, F as in Florida, W as in Washington. Agent (Chey Cherry): Okay, so that's coming up for fun jet vacations August 7th through the tenth. Let's take a look. Customer: Mm-hmm. Agent (Chey Cherry): Okay. So let me see. Did we do your flight date here? Customer: You didn't do, I think we got our flights separate. Agent (Chey Cherry): Okay. So as you stated, they are included, so we need your flight info to provide them, so they can get that added. Customer: Okay, so. Customer: Did through Expedia? Let me see. Customer: So, what all information do you need? Agent (Chey Cherry): So we need your flight instead of put the, what is it put to kinda airport? And out of the? Put cana airport. So arrival and departure. Customer: Okay, so looks like we are and we're using united and. Customer: It says. Customer: Arriving at 3:30. Customer: United for twenty. Customer: Do you need the confirmation number? Agent (Chey Cherry): Oh. Agent (Chey Cherry): What's the flight number of the arrival flight? Customer: It says united for Tony. Let me, I look at through P, I Alo to united. Agent (Chey Cherry): You said you said it's united 420. Customer: Yeah, that's what it was saying. Agent (Chey Cherry): Okay. On August 7th. Customer: Yes. Agent (Chey Cherry): Let's see. Agent (Chey Cherry): So that's going out of Houston to print the console on August 7th. Is it leaving at 10:05 AM and getting in at around 3:30? Customer: Yes. Agent (Chey Cherry): Okay. Alrighty, and then what is that return flight. Customer: Okay. We depart at 1:10 and it's a delta 1755. Agent (Chey Cherry): So I will, I think yeah, they're not open right now I'll get this added tomorrow and send over the updated confirmation once we get that from them. But I'll, we'll get this flight info applied to your booking. Customer: Okay. Customer: Okay, great. And then will somebody from there, re, reach out, or will they tell me like who to look for like the person, like information for the person if we can't find. Agent (Chey Cherry): So, it's usually a shared transfer, but we'll get the confirmation from them. As far as like what you should refer to when you get off the plane we'll get that from them tomorrow when we confirm the transfer. Customer: Uh-huh. Customer: Okay. Customer: Okay. Okay, great. I appreciate it. Agent (Chey Cherry): Alright, it was my pleasure. Any other questions before I let you go? Customer: No, I believe that's everything. Agent (Chey Cherry): Okay, perfect. Alright, well, thank you so much and I'll be on lookout for that confirmation tomorrow. Customer: Okay, will do, thanks. Customer: Oh.