Roger Dooley · Apr 5, 2025 · 7:30 PM
Outbound · 03:42 · Planner: Lee Alvarez · +15128529491
“Well hopefully this will be the last time, hopefully she gives you part of this commission.”
Lee should confirm with Victoria that cabin 1072 has been moved and held under the customer's name, and request that Victoria proactively notify the customer immediately if any eighth-floor cabins become available—ideally before deposit is collected so the waitlist can be activated.
Full analysis
What happened
Roger Dooley called back (indicated by her comment about calling frequently) to adjust her cruise cabin assignment. She wanted to explore eighth-floor cabin options that include concierge service at an additional $500 cost, but learned none are available. The agent offered deck-ten alternatives, specifically cabins 1072 and 1073 near the stairs. The customer selected cabin 1072 at a revised rate of $6,966.99, despite concerns about potential noise from veranda furniture on the deck above. The agent agreed to process the move, place it on hold, and send details to Victoria (likely her primary agent), with an option to waitlist for eighth-floor availability once the deposit clears.
Emotional read
The customer is friendly and somewhat self-deprecating (joking about calling frequently), but also pragmatic and detail-oriented about cabin selection. She consults with her husband on decisions and expresses mild frustration when surprised by pricing. Her tone remains cooperative and patient throughout, showing familiarity with the booking process.
Emotional arc through the call
Customer remained steady and lighthearted throughout, opening with a self-deprecating joke about frequent calls and closing with gratitude, showing no escalation or decline in emotional engagement.
How customer sees Pavlus
- positive · customer defers to agent's offer to involve Victoria (primary agent) and trusts the process of putting cabin on hold and waitlist
- neutral · customer made light joke about agent sharing commission with her primary agent, suggesting familiarity with Pavlus staff but not a strong endorsement
Process friction
- customer had to call back multiple times to finalize cabin selection; suggests prior call or email exchange did not fully resolve her cabin preferences
Value perception
Customer did not explicitly state a view of Pavlus's value versus alternatives, though her continued engagement and willingness to work through multiple calls suggests she sees value in having an agent handle cabin adjustments and availability tracking.
Customer behaviors
rebooking and modifying existing cruise reservationconsulting with spouse on pricing and room decisionsnegotiating cabin location and amenitiesseeking waitlist placement for preferred option
Topics & signals
| Topics | cabin selection and upgradedeck preferencesconcierge service pricingwaitlist availabilityroom noise concerns |
|---|---|
| Buying signals | agreed to move cabin to specific room 1072committed to new cabin rate of 6966.99approved putting cabin on hold pending availability |
| Objections | concerned about noise from veranda deck chairs above cabindisappointed no eighth floor cabins available in preferred locationhesitant about 500 dollar concierge upgrade cost |
Analyzed 2026-05-26 15:48:16 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (2,785 chars)
Customer: Calls to this number are being screened by smart call blocker. Please say your name after the tone then press pound. Agent (Lee Alvarez): Yes. Agent (Lee Alvarez): Referral. Customer: Please wait a moment while your call is connected. Customer: Hello. Agent (Lee Alvarez): Yes, this is lee with? Customer: Hi lee! You're going to get tired of hearing from me. Agent (Lee Alvarez): So it, you can always just email as well and I'll reply back to that until your agent comes back in on Monday. Customer: Oh, okay. Well hopefully this will, this will be the last time, hopefully she gives you part of this commission. Agent (Lee Alvarez): No, no. It doesn't matter though, that's fine. Customer: Can we check and see what is available on the E. You said that would be $500 more for the concierge? Customer: Eight I told husband and he goes well, of course, I said, well why didn't you tell me that before? Well, of course. Agent (Lee Alvarez): Sure. Let's take a look. Customer: Because by the time we find a room cause that includes the room then. Customer: The one night. Customer: If there be anything on the eighth floor, that would be great that's in the middle. Agent (Lee Alvarez): Okay, let's see. Agent (Lee Alvarez): No, there's nothing on the eighth floor. They're all on deck ten. Customer: I was afraid of that. Customer: Okay, in the back. Agent (Lee Alvarez): Right. Customer: What's the closest to the, not the back. Agent (Lee Alvarez): Ten seventy two and ten seventy three right at the stairs area. Customer: Okay. 1072 I guess we've stayed in 1078 on that ship. Agent (Lee Alvarez): Okay, so you want me to go ahead and move it to 1072. Customer: Sure. Agent (Lee Alvarez): Okay, I'll go ahead and I'll move it and I'll resend it over to you. Customer: Okay. You do they ever open up like on eight or no? Probably, we wouldn't know. Agent (Lee Alvarez): It's a possibility you can have Victoria put you on a wait list for them. Customer: For eight, okay, but we'll do 1072. Agent (Lee Alvarez): Yeah. They just, they're not gonna expect to wait, they're not gonna put a wait list though, until your deposit is. Customer: I'm just concerned because that's over, that's right under the veranda. Agent (Lee Alvarez): Mm-hmm. Customer: Oh. Agent (Lee Alvarez): Yeah, so you might hear some chairs, chairs shopping. Customer: Right. Customer: Oh, and that'll be 696699 now. Are we up to? Okay, let's do that and then we'll see. I hope it maybe, eight opens up. Agent (Lee Alvarez): Correct. Agent (Lee Alvarez): Okay, I will put, put that on hold and I'll send this over to Victoria. Customer: Okay. Customer: Okay, and I will try not to call you anymore today, today. Thank you bye. Agent (Lee Alvarez): No worries. Alright. Agent (Lee Alvarez): Uh-huh, bye-bye.