Mable Brown · Feb 28, 2024 ยท 11:14 PM
Inbound · 05:14 · Planner: Rose Morrissey · +12102696227
“it went down. Wow, okay, yes, while it went down. Okay, alright, okay, thank you rose.”
Send Mable the ticket confirmation and receipt for the two Delta passengers at $2,961.20 within the hour, with clear notation that this price is $28.80 lower than yesterday's quote. Follow up within 24 hours to confirm she has received the tickets and that seat assignments are now displaying correctly.
Full analysis
What happened
Mable called to follow up on a flight booking for two passengers on Delta that Agent Rose had emailed about the previous night. There was confusion about whether Mable had sent an authorization email to proceed with payment, and whether seat assignments had been lost during the booking process. Mable attempted to verify the pricing details ($2,961.20 total) while her computer was slow to load. Rose confirmed the price had actually decreased from the previous day's quote and moved forward with issuing the tickets immediately, with Mable's explicit approval.
Emotional read
Mable started slightly confused and cautious about payment authorization, uncertain whether she had sent required approval. Her frustration grew as she struggled with her computer to verify details. By call's end, she was relieved and pleased to learn the price had actually decreased, ending on a warm, appreciative note.
Emotional arc through the call
Started cautious and slightly confused about payment procedures, grew frustrated wrestling with her computer to verify details, then warmed considerably when Rose confirmed the price had decreased and authorized immediate ticket issuance.
How customer sees Pavlus
- neutral · expressed confusion about whether she had sent an email to Pavlus authorizing payment and what the correct next step was
- positive · satisfied that Rose resolved the seat assignment concern and secured a lower price than originally quoted
Process friction
- confusion about whether customer's email authorization was received by the airline ticket department
- unclear communication about payment authorization format (invoice vs. direct email instruction)
- seat assignment issue caused concern, though agent indicated it would resolve upon ticket issuance
Value perception
Not explicitly stated, though Mable appeared satisfied that Pavlus secured a price that decreased from the previous day's quote rather than increasing.
Customer behaviors
verifying pricing details against notes from previous conversationattempting to locate confirmation email and reservation details on her computerrequesting reassurance that price had not increasedproviding explicit verbal approval to move forward with ticket purchase
Topics & signals
| Topics | flight booking confirmationpricing verificationseat assignmentemail communicationticket issuance |
|---|---|
| Cruise lines | Delta |
| Buying signals | confirmed final pricing of $2,961.20 for two passengersexplicitly authorized agent to proceed with ticket issuance immediatelystated 'yes please get them' when given final confirmation |
| Objections | uncertain about invoice format and payment authorization processconcerned about seat assignment issues during bookingworried that price might have increased instead of decreased |
Analyzed 2026-05-23 04:08:19 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (4,058 chars)
Agent (Rose Morrissey): This is rose. How may I help you? Customer: Hi rose, it's Mabel, Mabel brown. How are you? Uh-huh. Agent (Rose Morrissey): Hey. I was gonna find out how have you guys received the email I sent you last night for the flights? Customer: That one, I, that was the one you sent and then you said that you were going to go ahead and you know, for me to tell you to go ahead and pay for it and I thought we're gonna send us another one, saying to pay or whatever. I don't know, like an invoice, I wasn't too sure. Okay. Agent (Rose Morrissey): I think miss communication here, I was just we didn't email me to let me know to go ahead and move forward really. Customer: Cause I think because you were trying to something about you lost the seats, or it didn't click the seats or something. Is the reason mm-hmm. Agent (Rose Morrissey): Yeah, hold on a moment. Agent (Rose Morrissey): 12. Agent (Rose Morrissey): Okay, is it still there? Is it still there? Is it, yes. Agent (Rose Morrissey): Okay, $207,020 total for two people was that. Customer: 2000, let's see let me take a look. Hold on, hold on, hold on, let me get into my computer. I know I think I have notes, but hold on. Customer: Okay. Let me get in here real quick. Agent (Rose Morrissey): Yeah, for some reason seats are on the seat un unable why but. Agent (Rose Morrissey): But the seat is still there. So, anyways, okay. Customer: Is it just not able to, let's see. Agent (Rose Morrissey): No, no I think once we issue these tickets there'll be okay but I. Customer: Okay, here we go now let me just large this full screen. Here we go. Okay, it was okay, departure now. My computer's not moving. Agent (Rose Morrissey): What was our? Customer: No, come on. Well, I can't bring it down. I can't go down on it but I have here the reservation code and the airline reservation code and I've got confirmed delta but I can't. Customer: I can't do that. Customer: Okay, there we go. I see, like it stops. Okay there, alright, see. Customer: Yeah, I don't see the seats. Agent (Rose Morrissey): No, no, no, not the seats. But I'm asking you was, was the price that we agreed on last night? $1,480.60 per person. Customer: Over. Customer: I wanna say it is, I got the total, hold on. I wrote it down, I wrote it down, hold on. Let's see it was like $2,000. Customer: Nine something $2,900. Customer: Chris, can you make my go down, up I WAN to. Agent (Rose Morrissey): $2,961.20. Customer: It could have been it, I just remembered, it was $2,900 and something, and some change it should be let's see if it's on there. Agent (Rose Morrissey): Okay, okay I'm gonna run forward, I'm gonna move forward with these tickets right now, okay. Customer: Oh, okay. Okay. Well, yeah, I thought you were, you didn't get my, my email? I said yes, go ahead and no. Agent (Rose Morrissey): I haven't, you just said I haven't seen an email from the air ticket department. Customer: Okay, yeah but I did send it to you. I actually sent it about 9:00 or 10:00 this morning. I sent it let me see what. Agent (Rose Morrissey): Let me see. Agent (Rose Morrissey): Maybe we're going to go ahead and run forward I don't, we are running these tickets. Yes, okay let me go and do it right now and then we'll forward on email you come. Customer: Yes. Customer: Yes, yes. Customer: Okay, the price didn't go up or anything, right? Agent (Rose Morrissey): No, this is surprised. 296120. Customer: Okay, that's it, that's it. Okay. Yes, please get them, yes, uh-huh. You know what, I don't see where I didn't send it to. Agent (Rose Morrissey): Okay, no, actually, yesterday's price. You know what the, I know I don't see an email from you this morning. So yesterday the total airfare for two people was $2,990 one so it went, went down. Okay. Customer: Okay. Oh, it went down. Wow, okay, yes, while it went down. Okay, alright, okay, thank you rose. Alright, bye-bye. Agent (Rose Morrissey): Yeah, I, I'll go ahead and do it right now before they close. Okay, alright, talk to you later. Okay, bye-bye, bye-bye.