Hahn Pual
Average sentiment
0.63
positive
Trajectory
→ steady
across 6 analyzed calls
Current stage
Support
Primary planner
Julianne Cricchio
plus 4 others
Phone
+17279371448
id 4572702387437568
“I believed that the credit card you have on file for us has been compromised.”most recent call
Next best action:
Send a confirmation email summarizing the updated payment method and final balance due date (November 17th) to ensure the customer has a record.
Send a confirmation email summarizing the updated payment method and final balance due date (November 17th) to ensure the customer has a record.
Narrative
Hahn called inbound after receiving a Celebrity Cruises email about a 75% off second-person promotion ending Monday. She wanted to book a November 30th departure from Tampa in Sky suite 6124 with her husband. Agent Mandy pulled up pricing, applied the promotion and military discount eligibility, added Cruise Care insurance, and quoted a total of $1,706,992 with $1,520 nonrefundable deposit due by December 30th. Customer questioned the 75% discount math and pricing differences versus her existing March booking; agent walked through the per-person pricing model. Customer then asked about refundable vs nonrefundable deposit options; agent explained refundable would nearly double the total cost. Customer agreed to proceed with nonrefundable deposit on file Visa ending 0601 and asked Mandy to copy Susan (her original contact) on confirmation details.
How they see Pavlus
+ Customer requested that her original contact Susan be copied on the booking details, showing trust and preference to maintain continuity
· Customer mentioned Susan is on vacation, implying awareness of Pavlus staffing but matter-of-fact acceptance of speaking with another agent
+ customer trusted Pavlus to handle the booking despite their regular planner being on vacation; asked for agent to copy Susan on all confirmations
+ implied they had a prior relationship with Pavlus and named their regular contact Susan by name, suggesting continuity and comfort with the agency
+ Customer mentioned their existing contact Susan at Pavlus by name, indicating prior relationship and some brand familiarity
· customer mentioned they know Susan at the agency and called her instead of booking direct, suggesting some trust in Pavlus relationships
− customer noted 'I guess you could book it online and you know, if you didn't go through a travel agent I guess that would be the thing,' suggesting ambivalence about whether Pavlus adds value for flash sales
Process friction they hit
- all available planners were on calls, causing a brief delay in connecting customer to booking agent
- all three available cruise planners (Ty, Donna, Mandy) were on calls, causing delay in getting to a specialist
Customer behaviors observed
proactively notifying of payment issueproviding new payment method without hesitationverifying card details for accuracyconfirming address on fileproactively reporting fraud/compromiseproviding payment details readilycooperating with verification stepstransaction-focused and efficientActing on time-sensitive promotional emailAsking detailed pricing verification questionsComparing current booking against prior March bookingDeferring final commitment until deposit mechanics clarifiedRequesting continuity with original planner via email copyacted on time-sensitive email promotion (sale ends Monday)proactively provided specific cabin number and preferencesscrutinized pricing calculations and asked clarifying questionscomparison-referenced a prior March cruise booking to test consistencydeferred final decision until deposit terms were fully understoodready to commit once all questions resolvedacting quickly on time-sensitive sale promotionleveraging prior cruise experience to recognize deal valueshowing familiarity with how travel sales cycles workdeferring to travel agent despite knowing online option existedacting on time-sensitive flash promotion with hard Monday deadlineleveraging prior relationship with named agent (Susan)choosing to call travel agent rather than book direct despite skepticismdemonstrating cruise expertise and repeat-customer status
| Value perception | Customer did not explicitly state a view on Pavlus's value versus booking direct or elsewhere. However, she received the Celebrity email directly and chose to call Pavlus rather than book the promotion herself, suggesting she sees value in agency assistance with pricing, discounts, and payment coordination. |
|---|---|
| Emotional arc | Customer began cautious and somewhat skeptical about pricing calculations, but warmed up after agent clearly explained the nonrefundable vs refundable deposit trade-off and confirmed the promotion details, ending the call appreciative and ready to commit. |
What this customer cares about
| Destinations | Tampa |
|---|---|
| Cruise lines / operators | Celebrity CruiseCelebrity CruisesPrincess Cruises |
| Topics | compromised credit cardpayment method updatefinal balance duefinal payment updatepayment method changeCelebrity Cruises promotionSky suite cabin selectionOnboard credit vs cash backMilitary discount eligibilityCruise insurance (Cruise Care)Deposit vs refundable deposit optionsPricing transparency and calculationsCelebrity Cruises sale promotionSky suite cabin bookingDeposit and payment termsRefundable vs non-refundable depositcelebrity cruises salesecond person discounttime-sensitive bookingcruise bookingnew bookingtime-sensitive promotion |
Signals across all calls
| Buying signals | Specified exact cabin number 6124 desiredChose onboard credit over cash back optionConfirmed existing Visa on file for deposit chargeInstructed agent to proceed with non-refundable deposit immediatelyspecified exact cabin number 6124 and room type (Sky suite)selected onboard credit as incentive choiceagreed to add cruise insurance to bookingconfirmed visa on file for deposit chargeexplicitly authorized agent to process deposit immediatelycalled in to book immediately upon receiving sale notificationexpressed urgency about Monday Christmas deadlineexperienced repeat cruiser seeking to capitalize on limited-time offercontacted agency to book sale rather than booking directexpressed urgency around Monday deadlineconfirmed experience with multiple prior cruises |
|---|---|
| Objections | Concerned about pricing accuracy, wanted to verify 75% off calculationQuestioned difference in cost between March booking and November bookingconfused about 75% discount calculation and how it was applieduncertain about price difference between March and November cruiseshesitated on refundable deposit due to significant price increase |
| Latest emotional read | The customer was calm and direct throughout, approaching the call as a straightforward service matter. There was no frustration despite the card compromise issue; the customer remained matter-of-fact and cooperative, providing information readily when asked. |
AI workup
Generated on demand by Claude Sonnet from the 6 analyzed calls.
Traceback (most recent call last):
File "/var/www/admin.pavlus.com/sentiment/sentiment.py", line 35, in <module>
import requests
ModuleNotFoundError: No module named 'requests'
Individual calls (6 analyzed, 1 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 14:35 | Julianne Cricchio | positive (0.60) | Support | Send a confirmation email summarizing the updated payment method and final balance due date (November 17th) to ensure the customer has a re… | call data | Dialpad ↗ |
| 2026-08-07 14:34 | Julianne Cricchio | positive (0.65) | Support | Send a confirmation email with the new card ending in 9276 and the confirmed final payment date of November 17th. Monitor the payment proce… | call data | Dialpad ↗ |
| 2026-08-07 14:34 | Z-Guest Relations IVR | not analyzed | — | call data | Dialpad ↗ | |
| 2023-12-23 16:55 | Mandy Mac Mullin | positive (0.65) | Ready to Book | Send confirmation email to customer and cc Susan (her primary contact) with final booking details, deposit confirmation ($1,520 due by Dece… | call data | Dialpad ↗ |
| 2023-12-23 16:55 | Mandy Mac Mullin | positive (0.70) | Ready to Book | Send deposit confirmation and full booking itinerary to customer email immediately, and copy Susan (regular planner) so she is aware upon r… | call data | Dialpad ↗ |
| 2023-12-23 16:50 | Mike Duran | positive (0.60) | Ready to Book | Mandy should immediately confirm cruise details (ship, sailing date, cabin type, number of guests, onboard spend preferences) and process t… | call data | Dialpad ↗ |
| 2023-12-23 16:50 | Guest Relations | positive (0.60) | Ready to Book | Mandy should immediately pull up the Celebrity Cruises promotion details and confirm cabin category, sail date, and second guest informatio… | call data | Dialpad ↗ |