Soifer Robert · Nov 15, 2025 ยท 9:27 PM
Inbound · 14:02 · Planner: Lee Alvarez · +19178535962
“We got cut off for about an hour and a half ago just wanted to finish with the airline.”
Follow up with Bob and Nancy within 24 hours to confirm the 5:00 PM outbound flight booking was successfully processed and provide final itinerary, confirmation numbers, and check-in instructions for both the American Airlines flights and any cruise departure details.
Full analysis
What happened
Bob called back after being disconnected approximately 90 minutes earlier while finalizing airline booking details with Pavlus. Agent Lee Alvarez collected Global Entry numbers, passport information, and American Airlines confirmation numbers for both Bob and his wife Nancy. Bob authorized payment using the Mastercard on file and confirmed preference for the 5:00 PM outbound flight. The agent placed Bob on hold to process the booking, estimating five minutes to complete the transaction while Bob remained on the line.
Emotional read
Bob is cooperative and businesslike, providing information promptly and clearly. He appears comfortable with the transaction and briefly confirms details without hesitation. No frustration evident despite the call being a reconnection after a dropped line.
Emotional arc through the call
steady throughout; Bob remained patient and cooperative despite the call disruption and reconnection.
How customer sees Pavlus
- neutral · acknowledged that his regular agent is off until Tuesday, and explained weekend staffing is lean (five people covering for sixty employees)
Process friction
- call dropped during earlier attempt to finalize airline booking
Customer behaviors
reconnecting after dropped callproviding detailed travel documents and confirmation numbersauthorizing paymentconfirming flight details proactively
Topics & signals
| Topics | airline ticketsglobal entry numberspassport detailspayment processingflight confirmation |
|---|---|
| Buying signals | provided global entry numbers for both travelersprovided passport numbers and expiration datesauthorized payment with existing Mastercard on fileconfirmed specific 5:00 PM outbound flight preference |
Analyzed 2026-05-23 12:14:40 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (2,173 chars)
Agent (Lee Alvarez): This is lee. Customer: This is Bob. Soper hi! Agent (Lee Alvarez): Yes. Customer: We got cut off for about an hour and a half ago just wanted to finish with the airline. Agent (Lee Alvarez): Okay. And so let's see here, alright, do you have your global entry number handy? Customer: Yes, I do. Agent (Lee Alvarez): Okay, go ahead. Customer: I'll be right. Oh, so you have everything else I was trying to get you and yes it. Agent (Lee Alvarez): I, I'm sorry. We go from sixty some odd employees to five of us on the weekends. So it's, it gets a little hectic normally you work with your agents on this. I know she's off until like Tuesday or something, I, I'm not real sure but yeah, if we need, if it's emergency, then we can get it done right now. So what is the global entry number? Customer: Oh. Customer: Right. Customer: Okay, here's my week, Bob. Mine is 984 28 4165. Agent (Lee Alvarez): Alright, and did you have an American airlines number? Customer: I do it is RR 073 Victor two. Agent (Lee Alvarez): Alright, perfect and for misses, how does her name read on her passport? Customer: Her name needs Nancy so no middle name. Agent (Lee Alvarez): No, middle name. Okay. Agent (Lee Alvarez): And her passport number. Customer: 650 30 0349. Agent (Lee Alvarez): Expiration date. Customer: 25 November 2925 no. 29. Agent (Lee Alvarez): Alright, perfect for global entry. Customer: Her global entry is. Customer: 984 28 4207. Agent (Lee Alvarez): And is there also an American airline? Customer: Yes, there is. Agent (Lee Alvarez): Okay. Customer: We can and an X-X Utah, 75 J. 08. Agent (Lee Alvarez): Alright, perfect. And for the payment, are we gonna use the Mastercard that's on file? Customer: Please do. Agent (Lee Alvarez): Alright, let me put you on hold give me about five minutes. I'll be right back, okay? Customer: And just wanna make sure we're talking about that 5:00 PM outbound. Agent (Lee Alvarez): Yeah, the earlier one that's what, I'm gonna pull it all in and build it in. Well while you're on the line so it'll take me about five minutes, okay? So hang, hang on for me. Customer: Alright, I'm here. Okay. Okay. Customer: Yes.