(352) 636-6831
Average sentiment
0.00
neutral
Trajectory
→ steady
across 4 analyzed calls
Current stage
Other
Primary planner
Hillary Cruz
4 calls
Phone
+13526366831
id 4523900075188224
Next best action:
Hillary should follow up with a text or email to Dana referencing the Celebrity cruise quotes and offering a convenient time to discuss, since a synchronous call was not possible.
Hillary should follow up with a text or email to Dana referencing the Celebrity cruise quotes and offering a convenient time to discuss, since a synchronous call was not possible.
Narrative
This was an outbound follow-up call from Hillary Cruz at Pavlus Travel (note: agent said 'publish travel' which may be a speech error) to a customer named Dana regarding two Celebrity cruise quotes Dana had previously requested. The customer did not answer; Hillary left a voicemail message offering further assistance and providing a callback number. No conversation occurred, no objections or commitment signals were exchanged, and no resolution was reached. The call ended with an invitation for the customer to return the call.
How they see Pavlus
· Agent referred to the agency as 'A list' rather than Pavlus; unclear if this is customer-familiar branding or agent error
Process friction they hit
- customer had to repeat trip details to a second agent (Mandy was first contact, Hillary is now following up)
Customer behaviors observed
unavailable to take callhad prior conversation with different agent about biking cruises
What this customer cares about
| Destinations | none |
|---|---|
| Cruise lines / operators | Celebrity |
| Topics | celebrity cruise quotesfollow-up inquirybiking ocean cruisequotes |
Signals across all calls
| Buying signals | none |
|---|---|
| Objections | none |
| Latest emotional read | No customer emotion was captured; the customer did not answer the phone and the agent left a voicemail. The agent's tone was professional and upbeat, but there was no two-way interaction to assess the customer's emotional state. |
Individual calls (4 analyzed, 0 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-06 23:34 | Hillary Cruz | neutral (0.00) | Other | Hillary should follow up with a text or email to Dana referencing the Celebrity cruise quotes and offering a convenient time to discuss, si… | call data | Dialpad ↗ |
| 2026-08-06 23:34 | Hillary Cruz | neutral (0.00) | Researching | Wait for customer to return the voicemail. If Dana does not call back within 2–3 business days, attempt a second outbound call or consider … | call data | Dialpad ↗ |
| 2026-07-23 00:29 | Hillary Cruz | neutral (0.00) | Researching | Follow up with Dana via phone or email with a specific courtesy hold offer (dates and cabin details) and a clear deadline for her response … | call data | Dialpad ↗ |
| 2026-07-23 00:29 | Hillary Cruz | neutral (0.00) | Researching | Agent should follow up with a text or email summarizing the courtesy hold offer and the specific biking ocean cruise options discussed with… | call data | Dialpad ↗ |