Mary Fuller · Jun 30, 2025 ยท 6:08 PM
Inbound · 09:34 · Planner: Rose Morrissey · +12393154141
“I didn't see that. I don't know if it was attached. The original had something but I'm not sure if it was the return flight.”
Rose should contact Jenny and confirm in writing to Mary: (1) whether the September 16th return flight (10:45 AM dep, 3:15 PM arr) is included in the $725 price or is an additional cost, and (2) confirmation that Mary's resubmitted passport has been received and registered for the tour. Call Mary back same day with these two clarifications.
Full analysis
What happened
Mary called following up on a tour booking with flights. She verified her inbound flight details (September 11th, arriving 1:05 PM in Istanbul) and confirmed adequate connection time of three hours. The primary unresolved issue was clarity on whether the return flight from Capuasia to Istanbul on September 16th (departing 10:45 AM, arriving 3:15 PM) was included in the $725 price quoted. Mary also reported she had submitted her passport for tour registration but sent it to the wrong address initially and resubmitted it that morning. Rose was unable to confirm details from the original documentation and left a voicemail for her colleague (Jenny), committing to call Mary back after speaking with her.
Emotional read
Mary was cooperative and patient throughout, demonstrating familiarity with the booking process and willingness to verify details. She expressed mild uncertainty about documentation but no frustration. She remained calm when the agent needed to place her on hold and defer answers to a colleague.
Emotional arc through the call
Mary remained steady and patient throughout, neither warming nor cooling; she moved from clarifying inbound details to identifying gaps in documentation without expressing frustration.
How customer sees Pavlus
- neutral · Mary referenced receiving an email from Rose and appeared to expect follow-up communication and problem-solving from the agency
Process friction
- customer unsure whether return flight is included in final quoted price; documentation unclear
- passport registration submission confirmation unclear; customer had to resubmit to correct address
- original itinerary documentation does not clearly itemize all flight details and pricing components
- agent unable to immediately answer customer questions and had to defer to colleague
Value perception
Not stated. Mary did not comment on Pavlus's value relative to alternatives.
Customer behaviors
verifying and clarifying complex itinerary detailsreviewing received documentation during the calldeferring to agent follow-up for final confirmationdemonstrating familiarity with booking by referencing prior quotes and correspondence
Topics & signals
| Topics | flight itinerary confirmationconnection time verificationreturn flight pricing and inclusionpassport registrationtour documentation |
|---|---|
| Destinations | CapuasiaIstanbul |
| Buying signals | already registered passport information with tour operatorconfirmed availability to receive follow-up call same day |
| Objections | uncertain whether return flight from Capuasia to Istanbul is included in quoted priceunclear if passport registration was properly received by tour operatormissing or unclear documentation about final flight details and pricing |
Analyzed 2026-05-27 10:16:00 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (5,247 chars)
Agent (Rose Morrissey): This is rose. Customer: Oh, I rose, it's Mary. I got your, I got your email and I do, do you have a moment? Agent (Rose Morrissey): Yes, just. Agent (Rose Morrissey): Okay, what do you mean? Yeah, yeah, I got a moment. Yeah, yeah. Customer: Oh. Oh, yeah, okay. So this is the one way flight from stern bolt capito. On September 11th at 405, right? Agent (Rose Morrissey): Mm-hmm mm-hmm mm-hmm at 405. Yeah, one. Customer: I, and I think I get so and it's the CA, same airport. Agent (Rose Morrissey): Yeah, let me see, it should be the same airport? Oh, I'll double-check with her. What her airport should be? Ton Bo out of stable. Customer: Okay. Agent (Rose Morrissey): Yeah, I'll double-check on that. What's her? I. Customer: Okay, cause I think I get in it, yeah, I think I get in at 7:30 in the morning. So that's quite some time in this Bo but I can handle that. Agent (Rose Morrissey): Wait, wait, wait, wait. I thought you got in at 1:00 in the afternoon on the one that we book together for you. Let me see that's we. Customer: Oh, I do. Yeah, 1:00 105. Agent (Rose Morrissey): Okay, that's good cause I sent her that itinerary what we're doing, yeah, so. Customer: Okay, so that's 1234 that gives me plenty of time surely to get to the as long as it's the same airport. Agent (Rose Morrissey): Right. Agent (Rose Morrissey): Yes, yes, yes, yes. Let me see my email to you how she did that. Hold on. Agent (Rose Morrissey): My email to Ry. Agent (Rose Morrissey): I one way flight rose Bo to capital IST. Yeah. Customer: Okay, okay, so it's the same airport. Agent (Rose Morrissey): Yes, it is. Customer: Okay, alright, and so that should be enough connection time, that's three hours. Agent (Rose Morrissey): Yes. Yes. You got plenty, plenty of time. Customer: Okay. Okay, cause I've never been this, well, I don't know anything about the airport and the extra night that probably gets me in about 6:00 that night which is good the extra night and, and she priced that at 725. I'm assuming they're doing or, they have done my flight from Caposia back to estimable. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Let's look at that. Customer: Yeah, I didn't see that. I don't know if it was attached. Agent (Rose Morrissey): Let's look at the original. Agent (Rose Morrissey): Confirmation okay, with a Jenny. All lights, and delux room journey arrangements but it doesn't tell me includes air on that final price confirmation journey highlights driver guide. Customer: Okay. Agent (Rose Morrissey): Yeah, I, you know what, hold on a second Mary let me call her real quickly. One moment. Customer: You want me to hold. Okay, I'll hold. Agent (Rose Morrissey): Yeah, one moment. Agent (Rose Morrissey): Okay, she must be with a client. I left her a voicemail, I'll ask her about that but let's look at the original. Customer: Okay. Customer: I don't think the original had anything. I got something here but. Agent (Rose Morrissey): Original running payment. Agent (Rose Morrissey): GRF flight down a request. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Were you able to go online and register your cruise, I mean your tour. Customer: Yes, my visa, I mean, not my visa. My, my passport. Agent (Rose Morrissey): Okay, yeah, okay. Agent (Rose Morrissey): Okay. Customer: And that was, that was sent, I actually sent it to the wrong address, so I sent it again this morning. Agent (Rose Morrissey): That's not there. What is this? So where is that? Customer: Wow. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): They don't say anything about it. Agent (Rose Morrissey): I need to talk to her. Customer: Okay. Yeah, because the original quote she gave me said they were going to pick up the ticket from. Customer: Pados excuse me, back to stable. And something about the day by day just says I'm leaving Tuesday, September 16th depart Caposia. Oh, here it says, oh, I got something there on that page it says, it depart 10:45 AM arriving est 3:15. Agent (Rose Morrissey): Okay, is there a flight information on that? Customer: No, it just has the times. Agent (Rose Morrissey): Okay, okay. Customer: And that was the course, the last correspondence we got. Agent (Rose Morrissey): Okay, I will check with her double-check that with her and then we should start looking at getting your. Customer: I. Customer: Yes. Agent (Rose Morrissey): Your airline tickets. Customer: Okay, but I. Customer: That was from you. I know that I got something from you A-N-K quote. Customer: I'm not sure. Customer: Yeah, September. Oh, this is just a stuff from Miami? Okay. Customer: But they're showing on September 16th just on this schedule of the day by day itinerary a departure at 10:45 AM arriving in at 3:15 PM. So, I'm assuming sheer just looked it up or. Customer: Suggested or something. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Alright let me, let, let me talk to her and and we'll go from there. Yeah, okay, alright she'll return my call and then I'll call you back. Customer: Okay, then so no problem. I'm going to be, I'm going to be home all day. Customer: Okay. Customer: Okay, thank you rose. Alright, alright, bye-bye. Agent (Rose Morrissey): Alright, thank you bye-bye, goodbye.