Roger Dooley · Sep 21, 2024 ยท 5:36 PM
Inbound · 03:35 · Planner: Tyler Snow · +15128529491
“Okay, and then that'll just be automatic on the thirtieth, correct?”
Send Carol a confirmation email with the updated card ending in 3333, final payment date of the 30th, and the agent name (Tyler) and direct contact option for future questions.
Full analysis
What happened
Roger Dooley (Carol Julie Dooley) called to update the payment card on an existing reservation (25267524). Her original agent Victoria was not available, but Tyler was able to assist directly. The customer provided a new American Express card number and expiration details to replace the existing payment method for final payment due on the 30th. Tyler confirmed the card was updated in the system, and the call concluded successfully with no unresolved issues.
Emotional read
The customer was calm and cooperative throughout the call. She showed mild frustration early when trying to recall her agent's name ("Why can't I find her name?"), but this dissipated quickly. By the end, she was friendly and even made a light joke about the agent's name, suggesting a relaxed, transactional mood.
Emotional arc through the call
Started slightly frustrated when unable to recall agent name, then became calm and friendly once Tyler offered to help directly.
How customer sees Pavlus
- neutral · customer called asking for her named agent Victoria, suggesting prior relationship, but expressed no praise or criticism of Pavlus or the agent
Customer behaviors
calling to update payment method on existing bookinglooking for continuity with named agent (Victoria)willing to work with substitute agentproviding sensitive payment data over phone
Topics & signals
| Topics | payment method updatefinal payment processingreservation management |
|---|---|
| Buying signals | confirmed deposit already paid on reservationprovided new card details for final paymentconfirmed automatic payment on the 30th |
Analyzed 2026-05-27 04:06:15 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (2,943 chars)
Agent (Tyler Snow): For calling lish travel home with the best referral programs. Is Tyler with gas relation? Customer: Hi! I have a reservation. I don't know if my, if my agent is in now or not. Would she be, oh, I'm trying to remember her name. It's through Papas. Agent (Tyler Snow): Who's your a. Agent (Tyler Snow): Do you have a reservation number? Customer: Yes, 25267524. Agent (Tyler Snow): Okay. Agent (Tyler Snow): Sorry, 25267524. Customer: Yes. Agent (Tyler Snow): What is my computer doing? So? Sorry, give me one second I'm sorry, 2526. Customer: That's alright, I can't find her name it's like, I know her name. Why can't I find her name? Agent (Tyler Snow): 25267524. Customer: Yes. Agent (Tyler Snow): That's not coming up for me. Okay, have you put a deposit down already? Customer: Yes. Agent (Tyler Snow): Okay. No, what's your last name? Customer: Julie, D-O-O-L-E-Y. Agent (Tyler Snow): Your first name? Customer: Carol. Agent (Tyler Snow): Carol, what is? Okay. Customer: Yeah, C. Agent (Tyler Snow): Okay, and you're with Victoria. Customer: Victoria, that's it. Victoria hill haul hill. Agent (Tyler Snow): Victoria. Yup hill, mm-hmm Victoria is not in today but what do you need on the reservation? Maybe I can help her get you some assistance. Customer: Okay. Okay, I need to change the card for our final payment. Yup. Agent (Tyler Snow): Final payment. Oh, I can do that for you. Yeah, is, is the coding your name? This is Julie? Customer: Okay. Customer: It's yes. Agent (Tyler Snow): Okay. Yeah, I can do that for you. Give me one. Okay, and then what's the card number? Customer: It's simple both of ours but cause I think we have an Amex. Do we have an Amex on now? Can you see I think. Okay. Yeah, we're switching that one for the final 43885761. Agent (Tyler Snow): Yes, in again 4000. Agent (Tyler Snow): Okay, what's the number? Agent (Tyler Snow): Mm-hmm. Customer: 35820333. Agent (Tyler Snow): Mm-hmm. Agent (Tyler Snow): Okay, and the expiration? Customer: 10:29. Agent (Tyler Snow): And the security code. Customer: 508. Agent (Tyler Snow): Okay, got it. So I have 438 87 5613. Customer: No, 5761. Agent (Tyler Snow): Oh! I said, 7561 I have 5761 so sorry. 576135820333. Customer: Okay, let's. Customer: Right. Customer: Right. Agent (Tyler Snow): Perfect. Expiration is ten of 2029. And security code is 508. Customer: Correct. Agent (Tyler Snow): Perfect. Okay, you're good to go, I'll update that in your system. Customer: Okay, and then that'll just be automatic on the thirtieth, correct? Okay and who am I speaking with? Agent (Tyler Snow): Yes, ma'am. Mm-hmm. Agent (Tyler Snow): Tyler. Customer: Tyler. Agent (Tyler Snow): Mm-hmm. Customer: I just had a Tyler come out to talk to me about cleaning Windows today. Customer: Good name? Good name. Agent (Tyler Snow): Thank you. Customer: Okay, thank you very much. Okay, bye-bye. Agent (Tyler Snow): You're welcome. Agent (Tyler Snow): Bye-bye.