LeAnne Carpenter · Nov 26, 2023 · 7:02 PM
Outbound · 10:32 · Planner: Rose Morrissey · +14174250718
Sentiment
positive (0.60)
Intent
ready_to_book
Trajectory
steady
“Go ahead and hold it. And then we can compare it to what else is available.”
Next best action
Rose should contact Viking within 24 hours to confirm hold on DV six cabin for February 29 London-to-Bergen departure, lock in the $100 biking pass loyalty discount, and phone LeAnne back with final all-in pricing ($6,299 or lower). This will move LeAnne to booking decision.
Rose should contact Viking within 24 hours to confirm hold on DV six cabin for February 29 London-to-Bergen departure, lock in the $100 biking pass loyalty discount, and phone LeAnne back with final all-in pricing ($6,299 or lower). This will move LeAnne to booking decision.
Full analysis
What happened
LeAnne called seeking quotes on two Viking River Cruises featuring northern lights searches—one departing January 24, another in March. Rose helped her navigate available cabins across multiple dates (January 12 and 24, February 5, 17, and 29, March 12), reviewing prices and deck locations. LeAnne rejected penthouse options ($8,099) as out of budget but showed strong interest in the February 29 London-to-Bergen DV six cabin at $6,599 ($6,299 after loyalty discounts). Rose placed a hold on that cabin and agreed to contact Viking to confirm additional discounts and callback with final pricing. The call ended with Rose committing to reach out to Viking and phone back.
Emotional read
LeAnne was engaged and methodical throughout, carefully evaluating options and asking clarifying questions about cabin locations and sea conditions. She showed familiarity with cruise travel (mentioning prior ocean trips, understanding deck movement physics) and expressed genuine interest ('This has been, if I got missed for me this is, this is in search of the northern life?'). She remained practical and decisive despite pricing uncertainties.
Emotional arc through the call
LeAnne remained consistently engaged and pragmatic; no emotional shift occurred. She started matter-of-fact, stayed methodical through pricing review, and ended ready to proceed pending Rose's Viking contact.
How customer sees Pavlus
- neutral · noted the quote system didn't capture her biking pass loyalty status correctly ('when I got the quote back it says no'), but understood Rose could manually verify and apply discount
Process friction
- quote tool did not retain biking pass loyalty program status when customer submitted form, requiring manual agent verification
Value perception
LeAnne did not explicitly state a view on Pavlus's value vs. booking direct. She engaged cooperatively with Rose's process and appeared satisfied with the hold-and-callback approach to capture pricing, but no value statement was made.
Customer behaviors
carefully comparison-shopping across multiple dates and cabin categoriesasking detailed questions about cabin deck locations and sea comfortdeferring final decision pending agent contact with Vikingagreeing to hold cabin speculatively to preserve availabilitydemonstrating cruise travel expertise and experience
Topics & signals
| Topics | Viking River CruisesNorthern Lights searchcabin category selectionpricing comparisondeck location and sea comfortloyalty discounthold without obligation |
|---|---|
| Destinations | LondonBergenNorthern Lights |
| Cruise lines | Viking River Link |
| Buying signals | narrowed choice to specific cabin category DV sixagreed to hold cabin without obligationconfirmed travel companion relationship and loyalty program statuswilling to proceed with pricing after agent contacts Viking |
| Objections | January 24th date too close to prepare; prefers more lead timepenthouse category pricing out of budgetconcerned about ocean roughness in February affecting comfort |
Analyzed 2026-05-23 10:24:32 by claude-haiku-4-5-20251001. Confidence 0.78.
Transcript (7,952 chars)
Customer: Hello, rose. Agent (Rose Morrissey): Hi, Lyn, how are you? Customer: I'm good. Agent (Rose Morrissey): Okay. So you're looking at a biking. Customer: We are Mike decide to buy the bullet, probably. Agent (Rose Morrissey): Let me, let me look at this Viking one that you're looking. Customer: So I had two of them I requested a quote for two different ones. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Okay, you okay. Customer: But. Agent (Rose Morrissey): But. Customer: Well they, I mean they never, I didn't know what category nothing was. One set, I saw one said something about see D-D-V. Six and one was. Customer: Just, was it D. one or something. Agent (Rose Morrissey): Let me look. Let me, oh, this is search of the northern lights. Customer: Yeah, the, it's the northern lights strip. Agent (Rose Morrissey): Okay. Okay. 11 for January 2024 and the other one is March 12th 2024. Customer: Okay, yeah. Agent (Rose Morrissey): Okay, so let's look at it. Agent (Rose Morrissey): Our quotes, they will give you the quote for the least expensive bin. Customer: Okay, yeah. Agent (Rose Morrissey): Let's let's see. Agent (Rose Morrissey): Okay, departure January. Agent (Rose Morrissey): Okay, into the midnight son. Agent (Rose Morrissey): In search of the northern lights, thirteen days. Customer: Right. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Let's just see. Okay, for January 24th Bergan to London. Customer: Right. Customer: Right. Agent (Rose Morrissey): Okay, let's see. Let's see what's available. Customer: And I think that was just the least expensive one. Agent (Rose Morrissey): So the lease expensive that they have available. Wow! Is a pens of veranda P-V. Two. And yeah. Customer: Okay. Customer: Oh, oh, I, I'm pretty sure that's out of our price range. Agent (Rose Morrissey): A, he's gonna say no. Yeah, he says $8,099 per person. Customer: Okay. Agent (Rose Morrissey): Okay, that's for that date now let's look at March. Customer: I'm on January 24th. Okay, okay, because the one on the quote it was V. one and it was $11,798. Agent (Rose Morrissey): Uh-huh that's on January 24th. Agent (Rose Morrissey): Right, but it's not available, it's sold out. Yeah, well, we can, I, when I talked to them I'll go back and but it says sold out from the two all the way up to P-V. Three. Customer: It's gone now. Oh, okay. Agent (Rose Morrissey): Now that's January 24th, they do have one for January twelve London to Bergan. Customer: That's all. That's awful. Close to, that's a little close for, for us to get our ducks in a row, I think. Agent (Rose Morrissey): Oh, okay, because delux Branda is available on that but that's $6,105 per person let's look at in maybe March. Customer: Okay. Customer: Okay, and well, let's see and I did and I didn't see. Agent (Rose Morrissey): Yeah, March 12th. Customer: Cause I'm assuming February is sold out. Agent (Rose Morrissey): I don't think I February. Hold on a second. Agent (Rose Morrissey): Oh, let's look, that'd fine. Customer: Is sec, right, you're on speaker and listening to? Agent (Rose Morrissey): Okay, February 5th. Agent (Rose Morrissey): I can do there's one cabin left for February 5th on the DB three which is delux brand $6,899 per person. Customer: Okay. Agent (Rose Morrissey): Okay, that's that. And then. Customer: And, and is that it, is, is that London burgan or. Agent (Rose Morrissey): That's London to Bergin. Yes. Now there's Bergan to London on February 17th. Let's see what they have available here. Customer: Okay. What kind of Ret? Customer: Okay. Agent (Rose Morrissey): This one again is a P-V two is, is the least expensive which is gonna be $8,099 per person. Customer: It's gonna be say that again. $8,000, oh, oh, oh, cause it's cause it's a pin se. Agent (Rose Morrissey): Okay, $88,099 per person. Agent (Rose Morrissey): Yeah, that's a pen house London burgan February 28th. I mean 29. I can do a, a, a DV six which is a delux Branda 6599. Customer: Yeah, no. Agent (Rose Morrissey): Per person. Customer: Okay. Customer: And, and DV six is pretty, pretty good, right? Agent (Rose Morrissey): Yeah, it's a, it's a delux veranda. Customer: Yeah. Okay, and it's located somewhere decent in the boat. Agent (Rose Morrissey): That is going to. Yes, it is. Agent (Rose Morrissey): Let me look at it. DB six DV six DB. Agent (Rose Morrissey): Let me just see the king. Agent (Rose Morrissey): Debbie six is gonna be on deck three. Customer: We've not been on there ocean both before that good battery and difference. Agent (Rose Morrissey): Oh, that's gonna be good. It's not bad at all. You're going to be mid forward or mid, as not bad at all. Customer: Okay, I, and I turn is. I know that at that time year the rough, the water gets interesting. Agent (Rose Morrissey): Well then, I would stay on deck three. The higher you go, the higher you go up, the more movements you're gonna feel right? Yeah. Customer: Okay, okay. Customer: That's got. Hey, and that. Did you tell me that was the seventeenth? No, twenty. Agent (Rose Morrissey): That is that work? February 29th. Customer: Okay, 29 late. So, oh, so it's a leap year, you know, and, and that ly $6,600 a piece. Agent (Rose Morrissey): Yeah, February 29th. Agent (Rose Morrissey): That is. Yeah. Yeah, $6,590 966. Customer: Right, and is and is it starting London or Bergan not matters. Agent (Rose Morrissey): This one starts in, where was it London? Customer: Okay. Agent (Rose Morrissey): It's gonna be cool over there. Customer: Okay. Yes, it is. This has been, if I got missed for me this is, this is in search of the northern life? Agent (Rose Morrissey): Yes. I love this. I wanna do this too. Customer: We been, the spend a lot of that we can search but we're not, we may not find. Agent (Rose Morrissey): Uh-huh. Customer: So, so on the seventeenth for that room is basically. So we're looking at $6,600 a key. Agent (Rose Morrissey): On, yeah it's that and then we're going to give you $200 off per person. So that's gonna be $6,399 per person and then if he, I believe you folks are pass passenger of biking right? Yeah, yes, so most likely another $100 what was that? I'm sorry. Customer: Core, okay. Customer: Okay. Customer: Oh, yeah, yeah, I, the, when I, the quote would not take that information. Customer: The, with the quote, I would click, you know, pass passenger, and I'd say, yes, and then every time it comes back it says no, when I got the quote back. Agent (Rose Morrissey): No, yeah, yes, you are. Yeah, yeah, you do. So I believe it's a $100 off per person so that you're looking at $6,299. It's best to just hold this for you without any obligation. So that way we can see all the pricing. Customer: Do that? Agent (Rose Morrissey): Mm-hmm. Customer: And then we can compare it to what else is available. Agent (Rose Morrissey): Exactly because the more we wait happens are gonna be gone. Customer: Right. Customer: Go ahead and hold it. Which, which one are you holding? Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): DV six but I don't know I can find out and see what I can do. Beautiful on a moment. Customer: On the twenty ninth or the seventeenth. Agent (Rose Morrissey): The twenty ninth because that's the one that's available for the DB six Dex Feranda. Customer: Okay. Customer: Okay. Customer: You're looking at. Agent (Rose Morrissey): Let me reach out to biking right now hold on a second I can do it yeah let me reach out to biking right now and then I'll call you folks back. Customer: Okay. Customer: Okay, alright. I'll say February school we're good and any dates in February. Agent (Rose Morrissey): I'll call you. Agent (Rose Morrissey): Okay. Alright. Agent (Rose Morrissey): Okay, but we either be 2B one and then I'm gonna grab this DV six. Customer: Yeah, okay. Agent (Rose Morrissey): Okay, I'll call you right back after I speak with Viking. Thank you. Bye-bye. Customer: Alright. Alright. Okay, bye.