LeAnne Carpenter · Jan 6, 2026 ยท 11:31 PM
Inbound · 03:22 · Planner: Rose Morrissey · +14174250718
“Delete the vouchers... I said no, we don't have those, you guys had bought them off us.”
Send LeAnne a confirmation email within 24 hours showing the promotion code PSV26 applied and onboard vouchers removed from her booking, with the updated final price clearly displayed.
Full analysis
What happened
LeAnne called regarding pricing and promotional code issues on an existing booking. The agent (Rose) needed the promotion code to apply a lower rate, which LeAnne initially didn't have immediately available but retrieved (PSV26). A secondary issue involved onboard vouchers that had been previously noted in the booking but that LeAnne clarified Pavlus had already purchased from them, so they should be deleted. The agent confirmed she would apply the promo code and remove the vouchers to bring the price down. The call ended with LeAnne satisfied and waiting to see the updated pricing.
Emotional read
LeAnne was cooperative and friendly throughout, with a casual, familiar tone suggesting an established relationship with the agent. She was slightly flustered initially about locating the promotion code but quickly resolved the issue. She engaged in personal small talk about the agent's baby, indicating comfort and rapport.
Emotional arc through the call
LeAnne started slightly flustered about locating the promotion code but quickly settled into a collaborative, warm tone with the agent as issues were clarified and resolved.
How customer sees Pavlus
- positive · implied trust in the process by providing promotion code and agreeing to voucher removal without hesitation
- neutral · indicated prior conversation about vouchers: 'you guys had bought them off of us'
Process friction
- promotion code was not easily accessible to customer at time of call and required retrieving from another room
- onboard vouchers were erroneously noted in booking despite prior agreement they should not be used
Value perception
LeAnne did not explicitly state her view of Pavlus's value, but her willingness to work through the correction process and friendly rapport suggests she is comfortable with the agency handling her booking adjustments.
Customer behaviors
retrieving missing documentation mid-callclarifying prior agreement about voucher statusbuilding rapport with agent through personal conversationseeking confirmation that pricing issue would be resolved
Topics & signals
| Topics | promotion code applicationonboard voucher removalpricing adjustmentbooking correction |
|---|---|
| Buying signals | provided promotion code PSV26 to apply to bookingconfirmed willingness to proceed with voucher deletion |
| Objections | promotion code initially misplaced and had to retrieve from another room |
Analyzed 2026-05-27 02:39:22 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (2,455 chars)
Agent (Rose Morrissey): Recorded. Agent (Rose Morrissey): Leanne, this is rose. Customer: Hey, rose, something come up. Agent (Rose Morrissey): Oh, yeah, I have a question for you. So you asked me about the pricing, right? Okay. So, did they, did you get a your brochure, did you get a promotion code on that brochure? May I have that pro, promotion code? Customer: Okay. Customer: Right. Customer: Yes. Customer: Okay, just a second. Gotta go to the other room and it didn't get it. Yes, there was a promotion code. Can we not use that? Agent (Rose Morrissey): Okay, sorry. Agent (Rose Morrissey): Oh, no, we need the promotion code to get that loaf rate. Customer: Okay. Well that, okay. Oh, no, Mike went looking. I don't know, I can't tell you. Probably hang on. Agent (Rose Morrissey): I mean, what am I looking for? Okay. The other thing is your voucher, your discount voucher. That's your onboard voucher. Remember we spoke about that not to use it. Customer: Right. Customer: Try to hear I told the guy I said we don't have those vouchers, cause he goes: oh, you have vouchers. I said no, not anymore, we, that you guys had bought them off of us. Agent (Rose Morrissey): Yeah. Customer: And so, he just put that note there in case we really still could use them. And, and so, yes, I don't, didn't expect. Alright, here's the code PSV. 26. Agent (Rose Morrissey): P. As in papa, S. as in Sierra, V. as in Victor, number 26. Customer: Yes. Agent (Rose Morrissey): Okay. Alright, so I'm gonna tell them to delete the. Customer: Delete the vouchers. Agent (Rose Morrissey): And I will put my vouchers in there. Okay. Customer: Okay, yup, yup, cause I was, like he goes, oh, I see you have vouchers I went. No, we don't. Agent (Rose Morrissey): Yeah, yeah, yeah. Okay, let me, okay. Customer: I said it doesn't didn't work out. Customer: And how was the baby? Agent (Rose Morrissey): Good, good. The baby is good. He's growing he's gonna be he's gonna be three months on the 21st of January. Customer: Uh-huh okay. Yes, they do, yes. Yes, they do. Agent (Rose Morrissey): I know they grow fast. Yeah, yeah, uh-huh yeah. Okay. Alright. Thank you for calling in. I will, I'm gonna, I'm gonna go add the promo code and then this should bring your price down. Customer: Okay, are, are we good? Yup, yup. Customer: Okay, I'll be watching for you. Agent (Rose Morrissey): Okay, alright, take care. Yeah, bye-bye, bye. Customer: Alright, thank you. Okay, bye.