Soifer Robert · Nov 15, 2025 · 9:17 PM
Inbound · 09:32 · Planner: Jennifer Leslie · +19178535962
“I have the information. I would just like to give you all the information and confirm it.”
Lee should immediately confirm the 5:00 PM Miami-to-London flight details, complete the air booking, and finalize the full Silversea cruise package for Robert and Nancy for August 11–18, ensuring all confirmation is sent in writing before disconnecting.
Full analysis
What happened
Robert called back after his previous call with another agent (Lee) was disconnected mid-booking. He was attempting to finalize a Silversea cruise (August 11–18) departing from Copenhagen, plus air arrangements from Miami to London. Jennifer Leslie initially tried to locate his account in the system but encountered slowness and incomplete information, discovering that Lee had found an alternate 5:00 PM flight instead of 5:40 PM at the same price but had not queued the flight details over for confirmation. Jennifer then transferred Robert back to Lee to complete the booking process. The call ended with the transfer—no booking was finalized on this call, but Robert was successfully reconnected with the original agent to resume where they left off.
Emotional read
Robert is patient and cooperative throughout the call. He remains calm despite the inconvenience of a dropped call and system delays, and maintains a friendly tone (calling the agent by her name, thanking her for her time). His demeanor is transactional but warm—he is focused on completing the booking but not frustrated by the process friction.
Emotional arc through the call
Robert started patient and accommodating despite inconvenience, remained steady and warm throughout, with no visible frustration despite multiple system delays and process friction.
How customer sees Pavlus
- neutral · acknowledged he was working with Taylor and then Lee at Pavlus; no explicit praise or criticism of the agency or agents
Process friction
- previous call with Lee dropped mid-flight confirmation
- flight details not queued between departments, forcing customer to repeat information
- system slowness preventing Jennifer from quickly locating existing booking
Customer behaviors
calling back to resume interrupted bookingproviding all necessary information proactivelydeferring to agent to locate prior workready to confirm and book immediately
Topics & signals
| Topics | cruise bookingflight arrangementsitinerary confirmationreconnection after dropped call |
|---|---|
| Destinations | CopenhagenMiamiLondon |
| Cruise lines | Silversea |
| Buying signals | ready to provide complete booking information immediatelycalled back to resume interrupted booking processworking on air and cruise package for specific dates August 11-18 |
Analyzed 2026-05-23 12:15:35 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (3,646 chars)
Agent (Jennifer Leslie): Welcome and thank you for calling publish travel, my name is Jennifer. I'll be your advisor. How may I assist you today? Customer: Hi Jennifer! My name is Bob. So we were working with Taylor on a Silversea screws August ten no August 11th to the eighteenth stock going to Copenhagen. We'll try to book air today and three hours was helping us and our line got disconnected about an hour and a half ago and I've called. Agent (Jennifer Leslie): Okay. Agent (Jennifer Leslie): Oh, no. Customer: Well, that's alright. So, I have the information. I would just like to give you all the information and confirm it. Can you. Agent (Jennifer Leslie): Okay, just bear with me I'm gonna try to pull up your account first to see if they completed it and see if it's there and then if I don't see anything done as of today, then we'll see what we can find. Just bear with me. Customer: Sure. Agent (Jennifer Leslie): Okay. Agent (Jennifer Leslie): Give me one moment here. My system is moving a little bit slower today. Customer: Thank your time. Customer: Are you in Scottsdale? Agent (Jennifer Leslie): No, I am not give one moment here. Agent (Jennifer Leslie): Let me try to get this back up again. Agent (Jennifer Leslie): Okay, my system might be working with me now. Let's see, alright. Agent (Jennifer Leslie): Now do you have? Agent (Jennifer Leslie): An account number maybe as for the trip that they was booking it for me back and never down to search that way. Customer: No, she didn't give me an account number for that because we never got through the information she needed so, but I have the information. Agent (Jennifer Leslie): Okay. Agent (Jennifer Leslie): Okay. Agent (Jennifer Leslie): And what are all the names on the account? Customer: Robert, soyer N. Nancy soyer. Agent (Jennifer Leslie): Okay, okay. Agent (Jennifer Leslie): See. Agent (Jennifer Leslie): Okay, so I do see here that they sent you some options to saber and. Agent (Jennifer Leslie): They was confirming the flights, and that's when the call had dropped. Customer: Oh, in her letter where she found a on outbound Miami to London, instead of 5:40. She found at 5:00 PM at the same price. Agent (Jennifer Leslie): Okay. Agent (Jennifer Leslie): Okay. Agent (Jennifer Leslie): So. Customer: Yeah, I don't have the flight number. Agent (Jennifer Leslie): Understand. Agent (Jennifer Leslie): So, let me see if she had sent it over. Agent (Jennifer Leslie): And. Agent (Jennifer Leslie): I don't see anything sent over and was you talking to Taylor? Customer: No, Taylor's on vacation. Agent (Jennifer Leslie): Okay, do you remember? Is that no, he was talking to lee, right? Customer: I was talking to, to correct. Agent (Jennifer Leslie): Okay, so let me see if we have the information for me because I don't have it necessarily in the system at the moment let me see if I can catch her. Agent (Jennifer Leslie): There. Agent (Jennifer Leslie): Okay. So she and she might be available because I do see that you spoke with her and she left the notes but I can't find the flight because she didn't queue it over to my department. So let me see if she still needs you to go ahead and finish that to queue it over to my department cause I can't find it at the moment, okay? Customer: Right. Customer: Yeah, yes, thanks. Agent (Jennifer Leslie): Okay, one moment, absolutely. Agent (Jennifer Leslie): Okay. Hello, okay, I do have lee here, so I'm going to transfer you over to her so she can go ahead and finish that process for you, okay? Customer: Yeah, something here. Customer: Great, thank you. Agent (Jennifer Leslie): Absolutely, one moment.