Mary Fuller · Dec 28, 2023 · 8:29 PM
Outbound · 20:38 · Planner: Rose Morrissey · +12393154141
“I'll just tell rose that when you know, she can work it out for me if you can because I went online and looked at this.”
Confirm September 2025 dates for Tauck G. voyage (north and south departure options), obtain pricing and full itinerary for decks 4–5 cabin, and send hold confirmation with refund terms. Call Mary back within 2 weeks with details so she can decide on Capri pre-tour timing.
Full analysis
What happened
Mary called to finalize a current cruise booking and explore future travel. Rose secured a solar suite cabin (gift of time discount included) and arranged pre- and post-night extensions at Four Seasons and Ritz Carlton. Mary approved a $699 deposit (including $349 insurance) with final payment due January 15th. The agent then discussed a second cruise: a 2025 Tauck G. voyage (Athens to Istanbul, small-ship Windstar) with optional Capri pre-tour. Pricing and exact dates are not yet available, so Rose offered to place a refundable hold pending Tauck's release of details. Mary expressed price sensitivity after calling Windstar direct and finding solo pricing around $7,000 plus extras, but agreed to the hold model. The call ended with Rose committing to confirm September 2025 dates and cabin options (deck four or five).
Emotional read
Mary is enthusiastic, engaged, and collaborative throughout the call. She speaks warmly to Rose and expresses genuine gratitude multiple times. While she shows some frustration with pricing opacity when shopping Windstar direct ("I'm thinking I don't wanna go through all this stuff"), she remains solution-oriented and trusting of Rose's guidance. Her energy is consistent—upbeat and talkative—suggesting comfort and confidence in the process.
Emotional arc through the call
Mary remained consistently warm and engaged throughout; no significant shift, though she showed a moment of frustration mid-call when discussing Windstar pricing complexity ('I don't wanna go through all this stuff'), but quickly returned to collaborative, upbeat tone.
How customer sees Pavlus
- positive · praised Rose by name: 'you are okay, really how?' when learning Rose secured preferred cabin and gift of time despite system unavailability
- positive · expressed appreciation multiple times: 'that's perfect rose. I appreciate it' and 'thank you so much'
- positive · demonstrated trust in Rose's problem-solving: 'I'll just tell rose that when you know, she can work it out for me if you can'
- positive · joked with Rose about bringing multiple future bookings: 'I can't just tell rose about this when I send her about desert waist this. She'll think I'm nut' (showing comfort and familiarity)
Process friction
- pricing unavailable for 2025 Tauck cruise forcing hold-and-wait model rather than immediate booking
- online booking system shows cabin unavailable for single occupancy but available for double, requiring manual agent intervention to source inventory
Value perception
Mary perceives value in having Rose handle complexity and access: she appreciated Rose's ability to override system constraints (securing solar room and gift of time) and seemed to value the bundled tour-plus-cruise model Tauck offers, though she remains price-conscious and compares against direct cruise line pricing. Quote: 'I won't talk to [Windstar], tell me the best [option]' suggests she prefers agent curation over self-service research.
Customer behaviors
actively researching multiple cruise options across brands (Tauck, Windstar, portals)price-shopping by calling cruise lines directly to compare solo cabin ratesdetailed cabin preference research including reviewing deck plans and suite typesdeferring decision on one booking pending future pricing and itinerary releaseasking agent to place refundable holds on speculative future tripsready to commit with deposit for confirmed bookings
Topics & signals
| Topics | solo travel planningluxury cruise bookingcabin selection preferencespre- and post-night hotel arrangementstravel insurancedeposit and payment termsfuture cruise holdsoptional tour add-ons |
|---|---|
| Destinations | Las VegasPalm SpringsRancho MirageArabia (portrait tour)AthensSantoriniIstanbulCapriTurkeyEastern Mediterranean |
| Cruise lines | WindstarTauck |
| Buying signals | approved $699 deposit for current cruise booking immediatelyprovided credit card ending 7022 for chargingconfirmed willingness to deposit on future 2025 Tauck cruise pending pricingspecified exact cabin preferences: decks four or five, ocean view, queen bedcommitted to September 2025 timeframe for future cruise |
| Objections | uncertain whether to book Tauck or Windstar direct for price transparencyfrustrated by unavailable pricing and itinerary details for 2025 G. cruiseconcerned about hidden costs: bar tabs and optional add-ons on solo cruiseunclear about best Capri timing relative to cruise start datehesitant about committing without knowing cabin price differences |
Analyzed 2026-05-27 12:08:32 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (19,037 chars)
Agent (Rose Morrissey): Hi, Mary! This is rose. Customer: Hi, hi, how are you? Agent (Rose Morrissey): I am good. Happy New Year. Customer: Thank you, Happy New Year almost 2024. Agent (Rose Morrissey): Well. Agent (Rose Morrissey): My god. Can you imagine we were just talking about $2,020. Oh, my goodness, that was crazy. I know. Customer: I know it, it's ridiculous. Oh, my god, I'm surprised. You're working. I guess people are still traveling. Agent (Rose Morrissey): So. Agent (Rose Morrissey): Yeah. Oh, a lot people are traveling like, crazy. It's like, oh, we want to go but I wanted to go like, five months ago. Customer: A a lot. Customer: Oh, and, yeah, yeah, true you know, I had a, I had a friend just call me and they're going on that portrait of Arabia trip with in a couple of weeks or something. Oh, you could still sign-up and I'm going, I just went there a year ago. Agent (Rose Morrissey): Yeah, yeah. Agent (Rose Morrissey): Oh, yes, yes. Agent (Rose Morrissey): I know I was gonna, I was just gonna say, haven't you been there? Customer: Oh, my gosh. And you know what my thought was, I enjoyed it so much that if it wasn't this year if it was next year I probably go again. Agent (Rose Morrissey): You can help the tour guide. Customer: Yeah. That is true. I would, I could say, oh, we need to do this, so we need to do this or yeah. You got it. Oh, my god. Agent (Rose Morrissey): Well, I was able to get the last solar room for you on the de, yeah, the, it and I was also able to secure the gift of time for you. I know they weren't gonna give it to me and I said, and I said can you just look at the history of this lady bookings, and she goes, oh, I don't need to go and get approval, she gets it. Customer: Oh, you are, okay. Customer: Really how? Customer: Oh, my god. Customer: Oh, good. Well because I wanted a different another day on the beginning and the end and I thought well, I'll just tell rose that when you know, she can work it out for me if you can because I went online and looked at this and if you go to ten can you go online and you say one room, one person it's not available. But if you do one room, two people it's available. Agent (Rose Morrissey): Oh. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Yeah, it's available for double occupancy, but it's not available for single so, she had to go in. Yeah, she had to go and get us a solo with inventory, until them. She has $25 almost $25 to booking. Customer: Yeah. Customer: Is, so you were able, oh. Customer: Oh, okay. Oh, oh, definitely. Okay. Oh, well that's great. Okay, well what do I need to do other than, yes, I know that the first night in Las Vegas is only one night there but I want two nights I went an extra night and then I wanna stay one day longer. In Palm Springs or mat Rancho as. Agent (Rose Morrissey): We need to give it to co, yeah, yeah. Agent (Rose Morrissey): Yeah, I'm okay, yeah, so I'm gonna go ahead and so I booked you a pre night at four season. So I'm gonna depending on which one is more expensive will pick it up. Customer: Okay, okay. Customer: I have a failing. It's okay well I have a feeling it would be the one on the post night in Rancho age cause I you know I yeah so I mean that does matter just pick one and I'll pay for the other one. Agent (Rose Morrissey): Carlton. Agent (Rose Morrissey): Okay, I'll tell him that, yeah. Agent (Rose Morrissey): Okay, okay, so and I sent you the confirmation, and the, yeah, and the total for deposit. She says, as long as she's depositing and I said, of course she's going to deposit. Customer: Okay, I have a little to alright. Customer: Of course. Agent (Rose Morrissey): So the, I did include the insurance at $349 the total deposit today would be $699. Customer: Okay. Yes. Okay, that's good. Customer: Okay. Agent (Rose Morrissey): And the final payment is January 15th. Customer: Well, that's a couple of weeks. Okay. Agent (Rose Morrissey): Yeah, so the pre nice price over here is 402 but that, but I don't know what the post night price would be but that one of those two is gonna come off as the gift of time. Mm-hmm okay. Customer: As a gift of time. Oh, that's great. Oh, yeah, I see it here. Yeah, I just opened up my email and I see what you've got. So, do whatever you have to do to get me booked and all that stuff. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Okay, so it seems popular. Customer: A pre night, a post night, I can't believe it's so popular. Agent (Rose Morrissey): I know me too. But, you know, people are wanting to stay home, I guess and, and, and stay at nice hotel, you know, beautiful hotel. Customer: Yeah, yeah, that could. Customer: Oh, yeah, the one at ranch of maras. I mean, I started looking at it a rich Carlton and you know, I just went to Ritz Carlton to look at the room rates and the cheapest room. I saw it was like $1,100. Agent (Rose Morrissey): Oh, my gosh. Okay. Okay. Well no. Customer: Yes, that's why you know no not sure if they'll give me that one or not. Agent (Rose Morrissey): Alright. Let's see. Let's see. You never know cause usually takes the most except expensive room for the gift of time and so I do have a visa card ending at 7022 expiration $826, okay. Alright, so I'll go ahead then and move forward with the $6,999 and add a post night and I'll email you updated invoice receipt with the gift of time, okay? Customer: Okay. Customer: Yes. Customer: Yes. Customer: Okay. Customer: Oh, that's perfect. Okay, then it's perfect rose. I appreciate it. Agent (Rose Morrissey): Okay. Customer: And you know, I have another one and I don't wanna overload you with this because this one's quite some time out and I have been trying to find it and trying to find it and I looked at it again. Send out this brand-new thing that's called $100 or something on beautiful brochure and it's all their new trips for 2025. Agent (Rose Morrissey): What is it? Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): Oh, yeah. Customer: It's called a Cal $145 exclusive first look. Agent (Rose Morrissey): Okay. Is one of them has the a Cuba? I had cub and I think, yeah. Customer: So. Customer: Yeah, it's via was one Columbia is one. But I got onto you're gonna absolutely laugh the G. and voyage which, which no this would be ten but anyway this G. and boy is on a it's still a Windstar but it is from Athens to stern ball. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): No. Agent (Rose Morrissey): Okay, here we go again. Agent (Rose Morrissey): Oh, oh. Customer: And see the other one was Athens to Athens and this goes to eastern moll and then from son, bol. I'm thinking Gees Mary, you know, you can get yourself an ad on at the end to go to Caposia. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Yes, yes. Customer: So, and I'm thinking this is perfect, this is what I wanna do, but if you go to, I don't know how somehow this morning I was able to find it and it says information not available call or whatever and you can deposit and give us the date you would be interested in going when we have it priced out, we'll to, to give you the price and all that other stuff. Agent (Rose Morrissey): Yeah, huh. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Uh-huh okay. Okay, we can do it capito we can do that on because I'm hoping. Customer: So, well. Agent (Rose Morrissey): To go from stable to Athens on a cruise and I'm a whole thing, you know, for us we have to wait last minute see if we get confirmed and, and, and hop on to capito for three days prior to the cruise and then get on the cruise and this bom, yeah, yeah. Customer: Okay. Customer: Sure. Customer: Oh, so you were gonna, you were gonna do it? Okay, you're doing it that way, I was thinking it would be easier to do start and Athens end up estimable and then stay later to do Caposia. So, you know. Yeah, so. Agent (Rose Morrissey): Yeah, you can, so we can look at that we can, I can help you get a tour maybe, three nights in Capitola, they'll come and pick you up from the port and then take you in and then, yeah, you could do your own thing or you can do a tour with a balloon ride. Yeah, mm-hmm yeah. Customer: Yes. Customer: Oh, see, yeah. Customer: Oh, I'd want to do a tour. Yeah, so that's what I was looking at and I'm trying to think because I did look at some of the dates and I'm thinking sometime in September 2025. Agent (Rose Morrissey): $102,020 five, did you want me to hold something on that or not quite sure you're not finished yet. Customer: Yeah. Customer: You know if, yeah, if you've got, I think, it was I looked at it this morning somehow I was able to get back into this morning cause it's just not, you just can't tell it's called a G. and. Customer: Try obviously or something, I don't know what it is. And it's not. And so I was thinking, I think it was somewhere in September like mid September. I'm thinking, okay, would go Athens to eastern Bo but maybe I go to eastern wall first and cause how, whatever makes capito should the easiest. Agent (Rose Morrissey): Okay, that's alright, so what in September? Agent (Rose Morrissey): Okay. Yeah, and weather wise. Customer: And yes, and weather wise pados said that September, October was lovely. Agent (Rose Morrissey): Yeah, early. Customer: Cause I was reading about capita. Agent (Rose Morrissey): Okay. Okay. Oh, good. Alright, let me. Customer: So I, you know, now that's not till 2025 but yes there was something from, I don't even know how you find it. I'm sure tell, can tell you how to look at it but it just says you can deposit and whatever and it once they get all the details on the trip, you'll have two weeks to either say your. Agent (Rose Morrissey): Okay, so what about type of cabin for this cry? Customer: Oh, you know, I don't want the very bottom level with a silly little port hole. Cause I haven't looked at that too. I looked at the ship, it's the, I don't know what is called. It's so. Agent (Rose Morrissey): Ocean view with a window. Customer: Yeah, an ocean view and that's, it's one of those Windstar ships that is, oh, what do I wanna say? Agent (Rose Morrissey): Is it with the sale, with the sale? Customer: Do, I'll, sweet. No it's not it's all. Agent (Rose Morrissey): Okay, so you went, yeah, if they have one with this all suites. Yes, okay. Customer: Yeah, this is all suites and they'll type 300 people and. Agent (Rose Morrissey): Yeah. Customer: Okay, I'm not even sure what the it but it's a Windstar ship fact. I was looking floor plans of that even this morning. I can't even think I. Agent (Rose Morrissey): Windstar let me look at the Windstar ship. Customer: Yeah. Agent (Rose Morrissey): It's probably the one with all, it's all verandas. Customer: I think so. It's all sweets, is what they say. Customer: Star cruises, I'm looking at the Windstar catalog and say when star is offering this particular ship out of the Windstar Broch. And you can do Caposia and then the same, the same trip. So, I think what Tak is doing is they're connecting with wood star. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Yes, that's what they're doing is there, it's just like the same way they do it with for not and, and silver C. you'll have other people on that ship through Windstar and, but plus their own program meaning, the short versions and all of that. Yeah, yeah. Customer: And, cause I've. Customer: Okay. Customer: Correct, yeah. Customer: Yes. Customer: Yes, all that stuff cause I went to wind store. I got a wind star catalog and it's on page $148, and it is the name of the ship is the star legend, which is a Windstar ship and it is the exact same trip that talking about, but Windstar adds on an optional Caposia trip. Agent (Rose Morrissey): Oh, okay. Oh, this is a beautiful sheep. It's nice and intimate and small. Customer: And, yeah, oh, yeah. And it's got suite and I did look at it and I was thinking I don't want to be on the very bottom, but I don't need an exquisite wait with necessarily balcony. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): No. Agent (Rose Morrissey): The deck a, so the duck plan here, you don't want to be on deck three, that's your coming entry level. Customer: Yeah, yeah. No, I don't want that. Agent (Rose Morrissey): So you got that four maybe. Deck five. Customer: Yeah, I think 5:00 and four and five I was, cause see I've got the diagram here and four and five were interesting and I couldn't figure out some of them were joining sues and somehow the little X. And the little X. Is a third birthday that there's one, there's some rooms that have a little dot and it says one queen size bed only. So you. Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Okay. Customer: You can't, in other words, you can't put two twin beds in there. There's no two twin bed option. So, one queen size bed works for me. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Okay. So for hole suite no, that's gonna be on, on Dex three. Then they have Oceanview Oceanview. Suite, and then they have star ocean view suite with a picture window. Customer: No, and I don't want three. Customer: Ing. Yeah. Well the picture window is nice. I don't necessarily need a pony. I don't think. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Because then the next one up from that is a balcony suite. Customer: Is that deck five? Agent (Rose Morrissey): That would be deck five. Customer: Yeah, yeah. I was thinking that four or five would be fine with me that depends upon the price and all that stuff. It doesn't matter. I don't need about can I, if it's got the big window that you can look out. I'm perfectly happy with that. Agent (Rose Morrissey): Okay, okay. Agent (Rose Morrissey): Right. Agent (Rose Morrissey): Okay, so. Agent (Rose Morrissey): Okay. Okay. Star legend. Customer: I have been on, I have been on this particular for playing ship before with talk. Agent (Rose Morrissey): Mm-hmm okay, deck four or five. Customer: I'm thinking deck four or five I don't know what the difference in the price is. Agent (Rose Morrissey): Yeah, I'll check on that. I don't even know this is for $2,025, I don't think they have pricing yet. Customer: No, see they don't have pricing yet. But you know I looked at going through win stark when I I'm going, oh shit. Okay. Well, I could, let's see where wind, stars gone and then they had this to, to all the way to and I'm thinking. Okay, it's 2025. Well they do some in 2024 according to their thing here but I can't do that. Agent (Rose Morrissey): Uh-huh. Okay. Customer: So, $2,025 was where I went and the price of the cruise because I just picked up the phone one day, call the Windstar. And I said, you know, what's the price of this cruise? It's, I'm single, I'm by myself. I want to sweet room and all that stuff and it was like $7,000. But then then you're gonna add-on all the bar tabs in the optional options of what you wanna do in Santana and none. And no, no, no, I'm thinking I don't wanna go through all this stuff. I won't talk to, tell me the best. Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): Yes, yes, yes. Yes. Yeah, yeah. Customer: So when you know and, and then when town came out with this had just got it three weeks ago I'm going all, that's what I wanna do, they're doing it $2,025 so let's try it again. Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): Yeah, yeah, okay. Agent (Rose Morrissey): Okay, I will reach out to, to and, and secure this for you. And without, without the twenty without the 2025 prices we just wanna hold it, right? Customer: Yeah, we'll just see what you will see what. Customer: Yeah, we would just don't want to hold it and I don't know because I do want to go to Caposia whether it's better to go to Caposia first and then get on the boat or go do the boat from Athens. Go to Stan boll spend a 9:00 or two or whatever ton Bolling hotel and then go to Caposia. Agent (Rose Morrissey): Yeah, you could do that but we can hold the core cruise which happens to, to stem ul while you're thinking about capito because I don't think tuk is gonna have that on the side. Customer: Okay. Customer: No, they're probably, they're probably not gonna do that. I'll have to do that myself. Agent (Rose Morrissey): No, they only do, yeah, we're going to have you and I are going to have to get a tour for you to Caposia and that will be it. But, but just to hold the core cruise and the cabin single cabin on deck four or five for now, okay? Customer: Yes, yes. Customer: Yes. Yeah, and I don't know what date. See that's the problem, cause they have, they have north bown. And they have south bown. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Okay, I'll ask what dates are they and then I'll get back to you on that, but I will go ahead and make the deposit for the desert a wastes. Yeah, okay. Customer: Yeah, yeah. Customer: Oh, yes, by all means. Customer: Oh, Isis. Yes. Yeah, and I, and I'm thinking, oh, I can't just tell rose about this when I send her about desert. I waste this. She'll think I'm nut. Agent (Rose Morrissey): No, no, no, that's especially when we talk about the G-N. Yeah, we have, we I don't know why, how many times we book the gen, but that's okay. Customer: If I start talking about the G. Customer: I know it's. Customer: Oh, this is, this will be, this will be the third. Agent (Rose Morrissey): But that's okay. That's okay, so a third time is a arm, right? Customer: Okay. Customer: Absolutely, I have so lovely I'm working and then particularly when they put it as the talk for next time. I'm going yes I've always wanted to go to bull and it's also going to turkey not just the and, and then there's another island that it's going to on the way up to eastern ball. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): There you go. Agent (Rose Morrissey): That's good. They're always, they always go just to epi and that's it. Customer: So. Customer: And that's it and then they go back to Athens. Agent (Rose Morrissey): Yeah, yeah but I'm glad they're doing other islands. Yeah. Good. Alright. Customer: Okay. Well, when in your spare time, I'm sure since there's no pricing or no day-to-day itinerary on this that it's probably not sold out. Agent (Rose Morrissey): I'll double-check I'll double-check because it's and if I can go ahead and put your name on it did you want to go ahead and deposit on it and, you know, yeah, because what will happen is that if you think that price is yeah, they'll refund it. It the price is too much. You know what I'm saying. Okay, alright. I'll check on the September dates and then and we'll go from there. Customer: Yeah. Customer: Yeah, if I, if I have to, yeah, I don't I don't cause they would refund it. Customer: Yeah, yeah, so. Okay. Okay. Well thank you so much. Alright, alright, take care of bro. Alright, bye-bye! Agent (Rose Morrissey): Thank you, talk to you later. Alright, bye-bye bye-bye.