Kevin Rose · Jan 10, 2025 ยท 3:39 PM
Inbound · 04:27 · Planner: Extension 2165 · +17752246283
“I'm on their website right now. Yeah, put on room 112, that works. I don't want to be near the stairs.”
Call American Cruise Lines immediately to confirm July 5th stateroom 112 availability, finalize the $500 change fee, and confirm final payment date; separately confirm InterContinental pre-night hotel availability and pricing. Call Kevin back at 775-224-6283 within 1 hour with full confirmation and next steps.
Full analysis
What happened
Kevin called to reschedule an existing American Cruise Lines booking from October to July 5th. The agent confirmed room availability (112, 116, 113, 115) and Kevin selected room 112 to avoid stairs. Kevin pre-emptively mentioned a prior conversation with someone named Pam about a $500 change fee; the agent acknowledged this was likely accurate. Kevin also expressed interest in booking a pre-cruise night at an InterContinental hotel. The agent agreed to call American Cruise Lines directly to process the change and confirm final pricing and payment terms, then call Kevin back with confirmation. No booking was completed on the call; it was set up as a callback action item.
Emotional read
Kevin was pragmatic and collaborative throughout, showing mild frustration with cruise industry practices ("they direct you to certain rooms, I hate to say") but accepting the $500 change fee without pushback. He remained engaged, fact-checking details in real-time on the cruise line's website, and ended the call in good spirits, ready to proceed.
Emotional arc through the call
Kevin started matter-of-fact and slightly cautious (confirming details, cross-checking on the website), then warmed slightly as the agent confirmed room availability and acknowledged the change fee, ending the call cooperative and ready to proceed.
How customer sees Pavlus
- neutral · customer mentioned having spoken to 'Pam' about the change fee, implying prior Pavlus contact, but expressed no opinion about the agent or agency
Customer behaviors
actively researching on cruise line website in parallel with agentcross-checking stateroom availability and numbersdeferring final booking pending agent's direct contact with supplierproactively adding pre-cruise hotel componentasking clarifying questions about payment timeline
Topics & signals
| Topics | date changestateroom selectionchange feespre-cruise hotelpricing confirmation |
|---|---|
| Destinations | American cruise lines (unspecified destination) |
| Cruise lines | American Cruise LinesInterContinental (pre-night hotel) |
| Buying signals | committed to July 5th departure dateselected stateroom 112 to avoid proximity to stairswants to book pre-cruise hotel night at InterContinentalprovided direct callback number |
| Objections | concerned about $500 change fee ($250 per person)wary of cruise line directing customers to specific staterooms |
Analyzed 2026-05-27 02:44:29 by claude-haiku-4-5-20251001. Confidence 0.78.
Transcript (4,939 chars)
Agent (Extension 2165): Thanks for holding, Kevin, this is Sheila. How may I help you today? Customer: Yeah, she, Lo, my wife and I are signed up for an American cruise lines cruise right now it's October and I need to change that date. Agent (Extension 2165): Alrighty. Let me get in here. What date are you looking at? Customer: Yup. July 5th. I have one room available. Agent (Extension 2165): Oh, okay. Alright. Let me see here. July 5th room. Okay. Let me just get all this up here and it's the same cap it's the same category you're in now or it's a different one. Let me read, oh, just the only room. Oh, gotcha. Gotcha. Customer: Yup, yeah. Customer: Yeah. Customer: I think it's the only room available. I'm on their website it room. Yeah, that, it says room 112 is available. I'm looking at it right now. I mean you can look at it you may see some different. Agent (Extension 2165): 112. Okay. Agent (Extension 2165): Oh, no, I can, oh, let me, let me bring up July mm-hmm. Customer: American cruise lines and it's pug it sound. Agent (Extension 2165): So, hold on July. Agent (Extension 2165): And which state in July? I just wanna make sure, sorry, you said the fifth. Customer: July 5th. Agent (Extension 2165): Fifth just making sure. Hey, yup. I see a standard water view we want. Is that okay? Alright. I'm gonna give him a call. Nope that's the only one I'm seeing and I'm going to let me see if I can edit. Yeah, actually, no, no, no. When I go in here if I you just it lets me edit the state room number. There's 112 there's one sixteen, one thirteen and one fifteen there's four of them left one. Yeah. Customer: Yup. Customer: Yup. Yeah, you show any more available. Oh, okay. No, I know yeah. Customer: Yeah, put on. Yeah. Customer: He, yeah. Customer: Oh, oh, well, hold on. Yeah, let me let me when I do it doesn't maybe they're trying to push that stupid. You know, how it is. I mean, they, I hate to say but sometimes they direct you to certain rooms, yeah, hey, let me. Agent (Extension 2165): Yeah. Agent (Extension 2165): Yeah, I do when that there's one last yeah, or they you know, they the entity to book cause there's only one. So 112 looks a one. Customer: Oh, I know and. Customer: Okay, I go to two guest and it says continue to your state room and let's see, I'm on here right now and I talked to Pam about this, I usually do a Pam, just give you a heads-up and she said if I changed this cruise, I think they're gonna charge me $500 like $250 each, I don't know if that right? Agent (Extension 2165): And, yeah, that sounds familiar I was gonna confirm directly it's been a while since I've had anybody changed an ACL. So I, yeah, I can double-check, but it sounds like that is accurate $500, okay. Customer: No, that's fine. Yeah, no, that's fine. Yeah. Okay. Yeah, I'm looking at the, yeah, you're right there is 112116113115 I can stick with 112. I don't want to be near the stairs, so, yeah, that works. Agent (Extension 2165): Okay. Yeah. Alrighty, I will get I'm going to get them on the phone and it looks like, let make sure it should be very similar pricing to this. So. Customer: Yeah, and I, yeah. Customer: Yeah, they have some kind of gook special right now for by a 5255 or something, I don't know. Agent (Extension 2165): Yeah. Agent (Extension 2165): Yeah, I'm gonna call him right now Kevin. I will get that switched if they actually with that new date. I'm wondering if they're going to let me give him a call. I'm gonna, is this the best number to reach you at right now? Customer: Yeah. Customer: Yeah. Customer: Yeah. Customer: Yeah, and while you're on the horn with them I want to book the pre hotel deal they got were you state, yeah, what's, yeah the pre night, yeah, the inter con, yeah it's T-O. Agent (Extension 2165): 775, yeah. Agent (Extension 2165): The pre night? Agent (Extension 2165): Okay. Okay, pre night at the intercom, then I'm gonna get them on the line cause what I believe with this closer approximate to travel, I wanna, it doesn't give me the final payment date which is a little weird. I wanna, they might want their money right away but I'm gonna just double-check everything. I think ninety days. Customer: Yeah, mm-hmm. Customer: The other one, the other, yeah, the other one they did it, I'm gonna look in like ninety days. Yeah. So if it's, yeah, alright, go ahead and you want to call me back. Yeah. Agent (Extension 2165): Yeah, it should be okay. Oh, we should be good. Yup, I'll call you right back after I get that switched. If I run into any snags, I will call you right away while they're on the phone. But if not, I'll just get it switched and I'll call you back to say it's done. Customer: Yeah. Customer: No, that's cool, yup, yup, and you got my number. 775-224-6283 cool, alright, thank you to talk to you in a few. Agent (Extension 2165): Yup, 224-6283 yup. Agent (Extension 2165): Alright, Kevin. You're welcome, talk to you soon. Bye.