Richard Kaban · Feb 10, 2025 · 9:09 PM
Inbound · 08:00 · Planner: Guest Relations · +19177713461
“I think one of the problems is if you book your own flight you don't get the transfers and that becomes a problem.”
Call Avanti immediately to (1) remove the $5,347 travel protection and confirm the revised balance, and (2) investigate whether Richard can redeem American Airlines and Chase reward points toward airfare and business class upgrades; callback Richard at 917-771-3461 with both answers before his May 11th payment deadline.
Full analysis
What happened
Richard called to pay his balance of $10,798 for a Northern Italy trip departing May 17th and wanted to speak with his planner Susan Vender. While waiting, he asked Briana three key questions: (1) confirm the correct credit card on file (Chase Sapphire Reserve with trip insurance), (2) verify what the balance includes and request removal of the $5,347 Avanti travel protection since he has his own coverage, and (3) explore using American Airlines and Chase reward points to pay for the flight and potentially upgrade to business class. Briana confirmed the card and balance details, agreed to call Avanti immediately to remove insurance and investigate reward point redemption, and committed to calling Richard back today at 917-771-3461 with answers before his May 11th payment deadline.
Emotional read
Richard is methodical and detail-oriented, asking precise questions about charges and payment logistics. He's pragmatic rather than anxious—comfortable deferring unknowns (reward points, upgrade costs) to the agent while staying focused on the immediate balance due. He shows mild humor and patience, becoming warmer toward the end of the call.
Emotional arc through the call
Started task-focused and slightly cautious (wanting Susan specifically), warmed noticeably after Briana answered his questions accurately, and ended the call in a lighter, more trusting tone.
How customer sees Pavlus
- positive · values working with his named planner Susan Vender and trusts Pavlus to coordinate transfers and bookings
- positive · appreciates that Pavlus handles inclusive bookings that bundle flights and transfers, avoiding complications
Value perception
Richard values Pavlus's integrated trip bookings because they include transfers and ground logistics; he explicitly noted that booking flights independently creates problems and that's why he prefers using the travel company. However, he's price-conscious and wants to optimize by applying his own rewards and removing duplicate insurance.
Customer behaviors
verifying payment details before committingseeking to reduce trip cost by removing redundant insuranceexploring rewards redemption optionsdeferring complex questions (points, upgrades) to agent while staying on taskprioritizing correct card selection for insurance benefits
Topics & signals
| Topics | balance payment confirmationcredit card verificationtravel insurance removalairline reward points redemptionbusiness class upgrade pricingtrip transfers |
|---|---|
| Destinations | Northern Italy |
| Cruise lines | Avanti |
| Buying signals | confirmed correct credit card on file for trip insurance benefitproceeding with balance payment tomorrow (May 11th deadline)asking about upgrade options rather than canceling tripspecifically selected card with trip insurance coverage |
| Objections | unsure if airline reward points can be applied to airfare paymentconcerned about business class upgrade cost ($3,000 per person)travel insurance included by default but wants it removedworried about missing transfers if booking flights independently |
Analyzed 2026-05-24 10:35:13 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (6,299 chars)
Agent (Briana Armstrong): Thank you for calling pave get for Len department. My name is Briana. How can I help you? Customer: Yeah, hi my name is Richard Bon and my wife and I have a booked a, a, a trip through you guys with oy and we work with Susan vendor is she in today? Do you know? Agent (Briana Armstrong): Let's see. I can double-check here. Agent (Briana Armstrong): It does look like he is in today. Let's see. Does look like the is on another call at the moment. Is there, is it something maybe I can assist you with? Customer: Well, I'm supposed to today we have to pay the balance the, you know, the trip with them and I just wanna 22 a few things. I have a few questions so maybe you can answer some of them and by that time maybe she'll be off the, you know, a call. Would that work? Agent (Briana Armstrong): Of course. Yes, I can, yeah, we can take a look. Customer: Give it a try right? Yeah, so let, let me give you my name it's Richard and Arlene Bon K-A-B-A-N. We're going with any trip called I don't know northern Nally or something like that. On May 17th and there should be a balance of about $10,798 but I just wanted to double-check with you in terms of the credit card that you have on file with us. Agent (Briana Armstrong): Alright, let's see here. Agent (Briana Armstrong): Alright, yes. I was able to find your oy northern Italy booking here like as you mentioned May 2025 and it is showing a balance due of $10,798 and for the card right now, it's noted to use the visa ending with 2079. Customer: Yeah. Customer: Okay, let me double-check yes. Okay, that's good because that one is a chase visa Sef reserve and that one has the trip insurance on it. So I if we pi it on the wrong card, that would have been a problem. Right? So, no, that's the right card for it. Okay, now I have another question. Customer: That total is for the airfare, as well as the trip part but not the insurance. Is that correct? Is that how it set up? Agent (Briana Armstrong): Let's take a look here. Let's see. Agent (Briana Armstrong): So pulling up your invoice it does look like your travel protection is added on here. So that does include that rate. Let me see if it also includes your airfare. Let's see. Agent (Briana Armstrong): Alright, it has it split up between two different invoices. So I just wanted for. Agent (Briana Armstrong): Yeah, so this balance that's due the $10,798, it includes both your air fair and your travel protection and your travel insurance. Customer: Okay, because I think what they, I was told was that we, they keep the travel fiction on until the time you can take it off before you pay your balance. In case you have your own, either you take out your own insurance or you have it from your credit card or whatever. So I will have, I will, a request that we take that off since I have the one with Trav chase and it's not very, very different, you know, in terms of travel insurance that's one thing. But the other thing is also. Customer: Is there any way and I, I think I asked it but I'm not a hundred percent sure to answer. We have some points like award points from like American airlines and then we have two chase. We use ward point. Is there any way to use those reward points or part of the reward points to pay for the flight? And maybe get an upgrade and see what that would cost out to be? Customer: To go from main cabin to like business class. Customer: Cause if it's just, you know, paying it through with cash it's about $3,000 somewhere dollars more per person but maybe, if we're able to use some of the points but I'm not sure how that if that's even available to do, do you know. Agent (Briana Armstrong): Oh. Agent (Briana Armstrong): I'm not exactly for either, but I can definitely check on that for you. So what I can do is I can contact autos and see if that is an option that they have cause I know every vendor is different. So we'll verify since I have to call them anyways to remove the travel insurance. I'll ask them that question as well. Yeah, and then in case they're not able to provide me an answer, I'll reach out to Susan and see if Susan would be able to look into that for you. Customer: Okay. Customer: Right. Customer: Okay, to get the Baers okay. Customer: Mm-hmm. Customer: Okay. Alright. Okay. So can you do that? You're going to do that now and then you'll get back to me today cause I'm supposed to pay the balance today I guess? Agent (Briana Armstrong): Oh, let's see. Yeah. So it looks like your balance is due tomorrow actually on the eleventh so, so, yes, I'll go ahead and give I a call now that way I can confirm that information and then remove the travel protection cause it looks like you're, you paid or the travel protection is $5,347 for both you and our Leen. So that will remove quite a white or make a significant difference in your balance. Customer: Ess, yeah. Customer: Yeah. Customer: No, no. Customer: Okay, alright. So, I, do you have my number 917-771-3461, correct? Agent (Briana Armstrong): See here. That is correct, that is the number I see you're calling from. So once I have an update, I'll give you a callback at this number. Customer: Okay. Customer: Okay and give me your name once more so I can write it down cause I'll forget it otherwise. Agent (Briana Armstrong): Of course. Yes. My name is Briana. Customer: Briana, how did I forget that now, now I'll remember. It's okay, Briana. Okay, thank you. Agent (Briana Armstrong): Oh, my pleasure. Any other questions you have or anything else I can take a look into like another booking or a referral? Customer: No, I think that's it. You know, what, I think one of the problem is sometimes when we travel is if you book your own flight, you don't get the transfers and then that becomes a problem. So, that's why we tend to when we take the trips we tend to book it, you know, the travel with the company, you know, and it, but I just Goh in case there's any way that we can apply some of our points that they can use it but, you know, if, if it works great if not we'll live with it, you know. So, I'll hear back from you today. Thank you. Agent (Briana Armstrong): Oh, my pleasure. Yes, we'll get that all sorted out for you. Customer: Okay, great. Bye-bye. Agent (Briana Armstrong): Alright, you enjoy your day. Bye.