Kevin Rose · Jun 9, 2026 · 6:20 PM
Inbound · 06:31 · Planner: Pam Chavez · +17752246283
“I appreciate you doing all this stuff cause it was I had this thing and these god dam, you, I remember I told you we got a united credit card both of us.”
Follow up in early September (as Pam mentioned) to discuss Japan tour deposit, airfare strategy (Japan Airlines vs. ANA vs. United), and confirm tour dates. Lock in Japan booking before inventory sells out, as Kevin acknowledged the tour is nearly sold out year-round.
Full analysis
What happened
Kevin called to confirm that his travel planner Pam had completed several action items: securing an extra hotel room in Auckland, processing a Viking River Cruise deposit, and placing him on a wait list for an October 12th departure. The agent confirmed these were done and discussed how the wait list works with pending-but-internally-known dates. Kevin then spent most of the call discussing his complex flight itineraries and airfare pricing strategies—venting about United Airlines' dynamic pricing (where the same route jumped from 300,000 miles to 450,000 miles based on date), and sharing his clever workaround of booking across multiple accounts. He also explored options for his upcoming Japan trip (mentioning Japan Airlines and ANA as alternatives to United) and discussed comparative airfare pricing strategies. The call was informal and solution-focused; Pam mostly listened and validated Kevin's plans without attempting to close any new booking.
Emotional read
Kevin is enthusiastic and engaged, with a joking, conversational tone throughout. He expresses frustration with airline pricing mechanics but channels it as anecdotal storytelling rather than anger at the agent. He appears satisfied with Pavlus's work on his current booking and is forward-looking about future trips with the agency.
Emotional arc through the call
Kevin remained consistently positive and engaged throughout; his frustration about airline pricing was directed at United, not at Pam or Pavlus.
How customer sees Pavlus
- positive · Kevin acknowledged Pam had completed all the requested tasks: 'it looks like you got everything done right?' and thanked her multiple times for handling the work
- positive · Kevin expressed appreciation for Pam's follow-up and proactive communication: 'I appreciate you doing all this stuff'
- positive · Kevin referred back to prior conversations and seemed comfortable with Pam's knowledge of his trip details and preferences
Value perception
Kevin did not explicitly compare Pavlus's value to direct booking or competitors, but his ongoing engagement and decision to work with Pam on future trips (Japan itinerary) implies satisfaction with her service.
Customer behaviors
confirming completion of prior action itemsdiscussing complex multi-leg flight logistics and date-line implicationsventing about airline pricing and gaming strategiesresearching future trip options (Japan)comparing airfare across multiple carriers and booking methodsplanning ahead for spouse's travel coordination
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Signals the agent didn't act on:
- Kevin said 'whenever we do that go to Japan I'll definitely be looking at you know' and agent did not pivot to asking when he wanted to travel or holding dates
- Kevin mentioned 'we're gonna plan on doing is doing that' regarding Japan and agent did not ask for a specific target month or ask to schedule next planning call
Topics & signals
| Topics | Viking River Cruise wait listAuckland hotel arrangementsNew Zealand return flightsJapan tour planningAirfare pricing and dealsUnited Airlines miles strategyInternational flight logistics |
|---|---|
| Destinations | New ZealandAucklandQueenstownJapanTokyoLos AngelesSan FranciscoSeattleCaboPhoenix |
| Cruise lines | VikingViking River Line |
| Buying signals | already committed to New Zealand trip with deposits and hotel confirmedactively planning Japan trip for future and discussing airfare bookingbooked return flights using United miles for both travelers |
| Objections | frustrated with United Airlines dynamic pricing and algorithm gamingconcerned about tour availability and sell-out status for Japan itinerary |
Analyzed 2026-06-10 10:39:02 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (8,516 chars)
Customer: Yup, you too, thanks. Agent (Pam Chavez): Okay, can. Customer: Hey Pam, I was in the pool and I missed your phone call but I got out and I'm checking my email so it looks like you got everything done right? The extra hotel room in Auckland. Cool, cool. And then the Viking deposit and, and the talk, the talk wait list. How does that work? I know that they're supposed to notify me when they come out. Agent (Pam Chavez): Oh. Oh, okay. I did mm-hmm yes. I did. Yup. And I also. Agent (Pam Chavez): Well, yeah, the what happens here is, okay. I've got you on the wait list for the 12th of October. We'll do just two days after that cruise comes, so that works out good. Customer: Yeah, yeah, no that's cool cause yeah, no I'll do the, I'm gonna get the gift the time whenever they do it and just you know, get their hotel a day earlier, yeah, cool. Okay, so he actually they knew the day even though they're not published. Okay, yeah, oh, yeah, yup. Got it, okay. Agent (Pam Chavez): Oh, yeah. Yeah, absolutely. And so they'll. Agent (Pam Chavez): Exactly, they have you know, is there, I would say Perse pending dates but yeah, they're there, there's somewhat confirmed. Customer: No, that's cool. Alright, well then sounds like I'm ready to rock and roll. Agent (Pam Chavez): Alright, I think so. Hey, do you have your return flight information though for New Zealand? Customer: Yeah. Customer: Yeah, you got it for me. Remember I'm going Queensland to papa ET and then pop the ET into, into L-A-X on a air to heating new it's like a midnight flight. And then when I connect to Alaska area in L-A-X or something. But that was a crazy as will you take-off and you get there before you landed because of the date change and all that stuff which totally screwed me up. Cause, yeah, my calendar. Yeah, I put stuff on my calendar. I was looking at it today and it said lead queens town on the twenty eighth and it said the right pop of E. day on the twenty seventh and he like, how in the hell can anybody do that? So, but I remember that. Agent (Pam Chavez): Did I? Agent (Pam Chavez): Oh, that's right, that's right. I remember that. Yeah, yeah, yeah, yeah, yeah. I do remember that. Agent (Pam Chavez): Yeah, yeah, that's the one. Yeah, you leave on the twenty eighth and you get in on the twenty seventh yay. Agent (Pam Chavez): It's time travel. Customer: Yup, yup, yup, cool. So, you got to tell me about Japan whenever you do it because I, yeah, it's, yeah, it's the tour sold out, you know, basically almost year around. I was looking at talk and it's obviously a popular one. You. Agent (Pam Chavez): But. Agent (Pam Chavez): I will. Agent (Pam Chavez): Yeah, oh, definitely is, I can yeah, I think we're going like I said a bad time. So, you know it, okay. We're, we'll be in, we'll be in Japan. Oh, it's just a, yeah, it's a, we have our program with them and works out here. Customer: Yup, yeah, but go in every, you can, I mean, you know, sh, is it, is it they copy or something or should I ask? Okay, yeah. Customer: Yeah, I didn't know if you know, if you sold so many after your certified talk agent or whatever you want to call it. They give you some nice cool, does, does your heavy get a good, good deal if you take a your husband probably nice. Yeah, have you done your, yeah, how you, how you doing your airfare you looked into it? Agent (Pam Chavez): Yeah. Oh, yeah, yeah, they've got they've got a really real a really good program for so yeah, it works out nice. Agent (Pam Chavez): Oh, yeah. Oh, yeah, yeah, yeah. It's for me and ram works out good. Agent (Pam Chavez): No, not yet, cause we can't, I'm gonna say that all blue September maybe is when we should do that. Customer: Oh, okay, he, okay. That's where you, okay yeah, yeah, yeah I forgot. So you're a year and whatever, so many months will I need. Alright, cool, alright well I appreciate you doing all this stuff cause it was I had this thing and these god dam, you, I remember I told you we got a united credit card both of us. Agent (Pam Chavez): Yup, alrighty. Of course. Agent (Pam Chavez): Oh, yeah, yeah, yeah, yeah. Customer: Yeah. And we use it to do a ala mini payment and they gave us both 70000 miles, right? And they have this, they have this deal now that if you have a united credit card if you book a a flight with them using your miles, they give you a ten percent discount. So, like a month ago spoke in to Auckland was 300000 miles, you know one way business. So, if you, if with a ten percent off cause you have a credit card is 270. So I said, oh, and so Carrie got hers and she had a 277000 miles. So, just put it in yesterday. So, I said, let's book each flights. And I went out your nie son of a bitches. I've been looking probably, you know, once a week for maybe the last, not too often but I did, and the, and, and the day I wanted to go it's 450000 miles one way. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): Mm-hmm. Mm-hmm. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): Mm-hmm. Mm-hmm. Agent (Pam Chavez): Okay. Uh-huh. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): Oh, crap. Customer: Per person and I said this sucks so, I said let me go the day before and it was $270 basically. So yeah, yeah, you know what I'm doing, they're, so they're looking at my, on my computer saying this clown wants to go to February 11th I think. And that's so they're gonna hose me. So I found the, I was up two computers I on got, I had to lock, carry into one account mean to another. So, I booked a both for $270. I said, how the hell these people? So, yeah, so that's my United Airlines story. So, yeah. Agent (Pam Chavez): You know, yeah. Agent (Pam Chavez): Yes, oh, yeah. Agent (Pam Chavez): Right. Agent (Pam Chavez): Mm-hmm. Mm-hmm. Mm-hmm. Agent (Pam Chavez): Got it, okay. Customer: And it's a 11 stopper which is easy. We get a lay over Inness Fran but I can hand them hang out the club, yeah, cool. Alright, I appreciate getting all this. Agent (Pam Chavez): Okay. Agent (Pam Chavez): Yeah. My, my pleasure, my pleasure. I was gonna say we, I think I want to flag Japan airlines. Customer: Yeah, alright. Customer: That's the one that I was looking at the Tokio that I can fly up. I go to Seattle on the Alaska then, Alaska, Japan, and it was like $3,900 round trip in, in business. You know, which is first-class you can help in, in national when it's like some of a bit so, yeah, $3,900 round trip. Yeah, yeah, that's nothing no, I know, you know, when, you know, I did want to charge me like, $8,000 to GO1 way to freaking Australia and over to New Zealand. And these guys need me round trip to Japan for $39. It's like the shit. So, you know, I was just looking for September for the hell of it to see what they're. Agent (Pam Chavez): Uh-huh. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): How much? Agent (Pam Chavez): Oh, that's nothing. Agent (Pam Chavez): Mm-hmm. Customer: Prices are, so whenever we do that go to Japan I'll definitely be a looking at you know, probably somebody other than the united, maybe Japan or A-N-A or one of those guys you know. Yeah. Yup, yup. Yup, yup. Agent (Pam Chavez): Yeah, that's kind of, sort of what I'm thinking I want to do just because, I mean, I want experience first of all, so, yeah, that's what I think. I think we're gonna plan on doing is doing that, just do southwest to Los Angeles or I know these days, you know, what, what's so stupid is that, okay, so we went to cover a couple of weeks ago, right? Once Cabo, we looked at southwest, we looked at American, southwest, regular American, first-class, we were able to get American's first-class same price as southwest. They don't have. They're not cool anymore. Customer: Yeah. Customer: Oh, yeah. Customer: Oh, there you go and then switch over. Customer: Yeah, yeah, I. Customer: Yup. Customer: Yup. Yup. Yup. Customer: Yeah, yeah, you know no southwest no carries sister moved down to Cabo so she flies back every two months for various reasons. She flies American first-class she goes this just as cheap as southwest. So yeah, so yup so, yeah, she's doing that all the time she goes to Phoenix I think yeah, yeah. Agent (Pam Chavez): Mm-hmm mm-hmm yeah. Yeah, why not, yeah, yeah, we yeah, we were pretty excited about that. So. Yeah. Customer: Yeah, cool, cool, cool. Well sounds good I appreciate you getting all this done. Alright? Yeah, you take care Pam. Thanks. Bye-bye. Bye. Agent (Pam Chavez): Alrighty, sounds good. My pleasure. My pleasure. Have a good day. Thanks, bye.