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Roger Dooley

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Average sentiment
0.44
positive
Trajectory
→ steady
across 60 analyzed calls
Current stage
Booked
Primary planner
Victoria Hill
plus 12 others
Phone
+15128529491
id 4782255127674880
“I'm a cheap date for these cruises too. You know, all you can drink. They make money on me, Ben.”
most recent call
Next best action:
Email Carol within 48 hours with Crystal's transfer options from the airport to port (including shuttle pricing and timing), and confirm whether they prefer to book airfare through Crystal or separately. Request a response by the following week as she'll be at Disney World.
Narrative

Carol called regarding a November 26 Regent cruise that had been switched from a regular cabin to a concierge suite on a courtesy hold. She had not received a confirmation email after the change and wanted to verify it was moved properly. Victoria looked up the booking and discovered the original notes indicated no concierge cabins were available on deck 8, but while Carol held, Victoria contacted Regent and found cabin 847 (mid-ship concierge). Victoria secured this cabin and applied Seven Seas Society benefits. Carol questioned why the new concierge rate was $500 more per person ($6,474 vs $5,974) and whether a $2,000 promotion was included; Victoria confirmed the discounts (early booking, bonus, Seven Seas) were applied and calculated a $1,075 cash-back rebate. Carol then shared detailed feedback about a recent Silversea Arctic expedition (noting superior dining and expedition team but poor butler service) and compared it favorably to Regent's dining and service. She also asked about internet reliability on the transatlantic crossing given poor connectivity on a prior Regent Africa itinerary. Victoria mentioned Regent upgraded to Starlink but didn't have specific details. The call ended with Carol providing new American Express Platinum card details and confirming a June 10 deposit deadline and June 29 final payment date.

How they see Pavlus
+ Carol accepted Victoria's offer to research transfer options and seemed comfortable with the agent's level of service and responsiveness
+ Carol engaged positively with Victoria's personal travel anecdote and seemed to appreciate the agent's warm, conversational style and encouragement
+ praised Victoria's personal attention and willingness to research Crystal transfer options on her behalf
+ trusts the agent to handle final payment processing without requiring direct authorization call on the specific date
+ comfortable deferring follow-up communication until after her Disney trip, showing confidence in the process
− your price is $1,700 more than somebody that I priced it with last night
− evidently she [Mary Simon] called you but you didn't call her back in time and she booked with somebody else
+ Victoria worked hard to match competitor's rate and offered additional $1,300 onboard credit from Pavlus agency
+ 103 more observations
Process friction they hit
  • Mary Simon left a voicemail but was not called back in time; she booked elsewhere instead
  • Cabin pricing changed overnight after Carol took the last suite, making comparison difficult
  • Friend Mary Simon's voicemail was not returned in time, causing her to book elsewhere before this booking could be finalized
  • Reservations appear to have been made without Carol's input or confirmation first; Victoria is now correcting guest order
  • agent struggled to capture credit card number correctly on first attempt; customer had to repeat digits ('I was saying it fast')
  • split payment arrangement required phone call to Regent, not processed in real-time, leaving post-call resolution uncertainty
  • customer noted payment was showing 'pending' on charge card while husband saw credit line available, suggesting potential processing delay or system lag
  • Agent had not reviewed customer's email or voicemail before the call, despite it being in the queue
  • Seven Seas Splendor deck plans unavailable in agent's system for category F1, preventing comparison of cabin locations
  • System issue with Seven Seas siding number not being recognized during booking entry
  • Regent website is slow and difficult to navigate, making it hard to pull deck plans and compare cabin categories
  • Victoria had to spend time re-entering customer's Seven Seas dining number because the system was not accepting it
  • Customer mentioned previous difficulty getting phone service on ship and had to learn about WiFi calling feature during this call
  • outbound call attempt was blocked by customer's call screening service, preventing direct contact
  • Black Friday promotion did not populate in the reservation system despite being valid and advertised
  • promotion details from Regent not populating correctly in reservation system, creating confusion about final pricing and credits
  • website performance was slow when checking cabin availability and pricing
  • customer was sent a booking or pricing without explicit prior agreement, leading to confusion about whether it was a hold or a booking
  • Customer was not clearly informed that holding/sending over a cruise quote would lock a booking; she expected only a price estimate
  • customer did not receive or did not hear the voicemail in real-time, requiring callback to continue conversation
  • customer screening/call blocker prevented direct contact
  • cash back rebate cannot be confirmed in writing until after deposit, creating uncertainty in the booking process
  • agent put customer on mute at start of call without customer awareness
  • agent placed customer on mute without audible notification, causing brief confusion
  • confirmation email never sent after cabin switch from regular to concierge suite was completed
  • customer had to follow up multiple times with prior agent Lee despite being told the change was complete
  • no printed confirmation from Regent was received for the moved booking, unlike the original booking
  • No confirmation email from Regent received after initial concierge cabin rebooking despite prior agent promising to handle it
  • Customer had to follow up multiple times with prior agent to verify the cabin switch actually occurred
  • Lack of proactive communication from prior agent caused customer to reach out via email to confirm booking status
  • customer had to call back multiple times to finalize cabin selection; primary agent (Victoria) unavailable until Monday
  • concierge upgrade cost ($500) apparently not communicated to customer's husband before this call, creating surprise
  • customer had to call back multiple times to finalize cabin selection; suggests prior call or email exchange did not fully resolve her cabin preferences
  • customer's primary agent was out of office; had to re-explain trip details to backup agent Lee
  • customer had to verify promotion eligibility via Pavlus rather than finding it clearly communicated upfront
  • customer had to call inbound to get urgent pricing response rather than Victoria proactively addressing sale deadline in auto-reply or email
  • assigned planner unavailable for 3+ days; customer risk of missing time-sensitive sale promotion during that gap
  • Customer's initial request was for a specific planner (Victoria Hill) who was unavailable, requiring reroute to guest relations
  • prior email from Victoria describing package inclusions was unclear or incomplete, prompting Carol's clarifying call
  • Carol is juggling communications with at least two Pavlus agents and a third travel agency, creating name confusion (Shelly vs Shelby)
  • prior email communication did not clearly distinguish which package inclusions applied to which dates
  • carol had to call in to clarify what should have been explicit in written communication
  • Silversea online system blocks booking completion until all required fields (e.g., arrival date) are filled, causing customer frustration when details are not yet finalized
  • Customer did not have invoice details readily available (page three not printed), requiring Victoria to re-confirm information
  • customer reports struggling to complete Silver Sea online booking form due to system requiring confirmed arrival dates before she was ready to commit
  • customer had to ask agent to clarify hotel name (Hilton vs. Marriott) after receiving prior invoice, suggesting invoice clarity could be improved
  • customer had to explain their situation to transfer agent instead of being prepped with context
  • Customer transferred without agent gathering any context about the new reservation request
  • customer was transferred away from Michael without explanation; had to re-establish relationship and trust with Victoria
  • customer was transferred without warning from Michael (whom she specifically requested) to Victoria
  • downpayment terms for door-to-door promo were not immediately available and required follow-up call to Silversea
Customer behaviors observed
confirming payment details already arrangedseeking logistical information about port transfersventing about managing complex multi-trip itinerarydeferring hotel decisions to spousesharing personal health context (age, diabetes) informallyexpressing self-deprecating humor about physical capacityreviewing pricing and transfer options before cruise departurecoordinating logistics across multiple family trips simultaneouslydelegating air/hotel planning to spouse while handling cruise through Pavlusbuilding personal rapport with agent despite transactional nature of callself-advocating around accessibility needs while being open to suggestionscomparison-shopping aggressively against American Discount Cruisesdeferring final cabin choice pending spouse Roger's commitment and availabilitynegotiating pricing and agency credits in real-timerequesting name order changes to protect herself if travel companion drops outexploring solo-travel option as backup if Roger cannot attendventing about friend's failed voicemail and subsequent rebooking with competitoractively comparison-shopping against American Discount Cruises and Princess direct websitecalculating total cost including solo surcharges and multiple cabin optionsdeferring final decision pending spouse Roger's schedule confirmationrequesting specific operational changes (name reversal) to mitigate personal financial riskresearching alternative cruises (Regent) her husband may have won insteadexpressing relief that friend's surgery is resolved, clearing a decision blockercomparison-shopping between Crystal and Regent cruise linesevaluating whether to book Princess cruises with friendsasking detailed policy questions before committingproceeding with deposit despite unfamiliarity with Crystal brandready to give credit card/payment informationasking detailed clarifying questions about cancellation policies and refund termscomparison-shopping between cruise lines (Crystal, Regent, Silversea, Princess)making a deposit commitment while maintaining flexibility for other trip optionsdeferring decision on Princess cruise pending friends' booking confirmationjuggling multiple travel plans (Crystal in December, Princess in October, Disney in August)providing payment details while spouse is mid-flight and monitoring transactionsauthorizing split payment across multiple cards at spouse's directionventing about family and work stressors as context for booking urgencybuilding personal rapport with agent through extended conversation about parenting and life experiencedeferring final confirmation to agent's follow-up call to Regentventing about family stress and seeking emotional validation from agentdecision-making by committee (deferring to husband on card split and miles optimization while he's in flight)building rapport and sharing personal history (50-year marriage, entrepreneurial background, husband's author/speaker career)providing detailed payment authorization with precision despite spousal coordination complexityaccepting agent's assurance and showing trust in Pavlus process despite payment uncertaintydeliberating cabin category choice based on cost savings and upgrade potentialseeking detailed deck plan information to compare cabin locationsmanaging coordinated travel planning with spouse in different locationasking procedural questions about guarantee vs. upgrade mechanicsbuilding rapport with agent through personal anecdotes and casual conversationagonizing over cabin category decision with multiple reversalsseeking reassurance and validation from agent on risk/reward trade-offsdeferring final booking decision pending spouse approval and payment logisticscomparing options across multiple sources (Regent website vs. competitor websites)volunteering detailed personal context (husband's work travel, family finances) to justify delayssharing positive prior cruise experience and service recovery story unpromptedusing call screening technology to filter inbound callsdid not answer phone; call intercepted by voicemail screeningvigilantly verifying promotional terms before finalizing bookingproactively calling back to confirm advertised incentives are appliedcomparing advertised offer to actual reservation detailsbuilding rapport through light humor and jokingdoing independent research on promotions before finalizingcomparing advertised offer to booked termsholding agent accountable for advertised benefitsbuilding rapport through humor once concern was acknowledgedprice-comparing between cruise line promotions and direct ratesdoing financial calculations on upgrade costsdeferring booking decision pending spouse approvaloptimizing credit card selection for loyalty pointsaddressing family travel coordination (birthdays, holidays, family member participation)comparison-shopping discount tiers and suite upgradesdeferring final payment decision pending spouse approval and credit-card coordinationseeking to optimize rewards (United points via specific card)requesting hold and callback workflowvetting single-supplement arrangement and deciding against itdeferring to travel companion (Roger) on major decisionsresearching visa and health requirements independentlycomparison-shopping premium river cruise brandsexpressing age-related physical limitations affecting travel planningreconsidering trip after initial cancellation decisionDeferring decision pending spouse's input (Roger made the initial decision to cancel)Actively researching and comparing cruise lines independentlyExpressing age-related travel constraints candidlyPivoting from one itinerary to exploring alternativesAsking clarifying questions about premium vs. standard pricing structuresscreening incoming callsnot available to take live callscreening incoming calls with smart call blockernot immediately available to engage with agentseeking callback from preferred existing agentproviding flexible window for agent contactdeferring substantive discussion to established agent Victoriaflexible on callback timing with a half-hour windowwilling to accept email as fallback contact methodready to commit and providing payment confirmationasking clarifying questions about promotion terms and add-on optionsdelegating research task to travel companion (business class air)offering referralsready to give payment information and finalize bookingasking clarifying questions about promotions and add-onsdeferring business class air decision pending travel companion's researchreceptive to referral program offerverifying booking details and following up on missed communicationscomparing cruise lines and sharing detailed trip reports from recent prior voyagesnegotiating and reviewing pricing to ensure accuracy and all discounts appliedasking specific questions about future itinerary logistics (internet, deck location, upgrade options)warming up and becoming more engaged once initial concerns were resolvedVenting about prior agent's missed follow-up on cabin confirmationSeeking validation that booking modifications were actually processedComparison-shopping cruise experience (Silversea vs. Regent based on recent trip)Asking detailed questions about dining, service standards, and onboard systemsDeferring final payment decision pending discussion with spouse (Roger) about timing and card usageReady to provide payment information once cabin and pricing issues resolvedrebooking and upgrading existing cabin reservationconsulting with spouse on pricing decisionscomparing cabin options by deck and locationdeferring final deposit and waitlist decision until primary agent returns Mondayrebooking and modifying existing cruise reservationconsulting with spouse on pricing and room decisionsnegotiating cabin location and amenitiesseeking waitlist placement for preferred optionmoving forward on upgrade decision after spousal consultationrequesting continuity with assigned plannerspecifying technical details and preferences for callbackproviding logistical guidance for contactreaching back out after consulting spouseseeking specific cabin upgrade with parametersrequesting continuity with existing plannerproviding clear callback logisticsactively reviewing deck plans while on callconsulting with travel companion (Roger) on location preferencesseeking to lock in cabin before Monday handoffdeferring upgrade decision pending future communication with Victoriareviewing deck plans in real-time while on callapplying past cruise experience to cabin selection (preference for back, not front)placing hold to lock pricing pending spouse consultationdeferring final upgrade decision to later in the booking processcoordinating with returning planner (Victoria) for next stepsrequesting transfer to specific agentfollowing up on a prior conversationrequesting agent transfercalling back to reach specific staff membercomparison-shopping cabin categories based on prior cruise memorydeferring final decision pending independent research on Silversea websiteseeking assurance that promotion deadline pressure was real before committing timeplanning to callback when primary agent returns Mondaychecking whether promotion deadline creates urgency to book immediatelycomparing cabin categories and researching prior booking detailsdeferring decision pending independent research on Silversea websiteplanning callback early next week to finalize bookingcalling to accelerate timeline on existing agent relationshipseeking price lock before promotional period expireswilling to work with backup planner to avoid delayproactively spelling out name for handoff accuracyproactively following up on pending quote requesturgency-driven by promotional windowdeferring to assigned planner but escalating when timing risk emergescalm hand-off to alternate plannerTroubleshooting technical issue with third-party bidding portalSeeking contact information to escalate to cruise line directlyFollowing agent guidance to contact Silversea rather than pursuing issue further with Pavlusattempting to use third-party (Silversea) online bidding tool during callsearching physical/digital documents for contact informationdeferring to cruise line's support for technical resolutionverifying package details before commitmenttaking initiative to call back and clarify confusion from emailcross-shopping with Region Vacations for South Africa tripmanaging multiple concurrent trips and travel agentsauthorizing payment contingent on verificationrecommending agency to peersseeking clarity on package inclusions before committing paymentmanaging multiple concurrent trips (February cruise and December South Africa travel)actively comparison-shopping (mentioned negotiating $12,000 discount with Region Vacations)coordinating with spouse (Roger) on trip details and timingready to authorize payment pending final verificationmanaging multiple cruise bookings simultaneouslyseeking clarification and reassurance on hotel dates and sequencingdeferring to agent's judgment on logistical questionsattempting to gather family input (Roger) while on the callforgetful about booking details due to time elapsed since bookingchecking booking details after long interval since original purchasedeferring some decisions to spouse (Roger) who is present during the callmanaging two concurrent cruise bookings with different timelinesproblem-solving on pre-cruise hotel timing and cost trade-offsexpressing mild cognitive load but staying organizedattempting to reach a specific travel planner by namerequesting non-urgent callbackseeking specific agent by nameaccepting voicemail routingnot creating urgencycalling to update payment method on existing bookinglooking for continuity with named agent (Victoria)willing to work with substitute agentproviding sensitive payment data over phonecalling to update payment method on existing reservationseeking her regular agent but accepting help from another team memberproviding card details over the phoneconfirming transaction details carefullypanic-booking with competitor to lock in cabin availabilitycomparison-shopping across multiple agencies for same cruisenegotiating for price match plus additional agency discountdeferring final booking decision pending price confirmationready to switch agencies if terms improvecomparison-shopping against competitor agencyplaced temporary hold with competitor out of urgencyevaluating price-match offer and discount mathexpressed cabin-specific loyalty (wanted to keep cabin 934)comparison-shopping across multiple travel booking platformsverifying pricing details across Pavlus, Regent direct, and third-party sitesdeferring decision pending full quote comparison and verificationacting as proxy for an existing customer (Victoria Hill) who is out of towncomparison-shopping against Vacations to Go and other booking sitesseeking price validation and transparency before committingdeferring decision pending detailed quote comparisonconcerned about hidden fees or differences between competing offersfollowing up on existing booking with preferred plannerinquiring about a new separate reservationaccepting transfer without objectionaccepting transfer to different agentmanaging multiple reservationsflexible when preferred contact unavailableproviding payment information and authorizing chargeasking clarifying questions about ground logistics and airfaredeferring non-urgent decisions to later conversationsseeking to maximize credit card rewards on a different cardbuilding personal rapport with agent before transactingready to authorize payment on calldeferring detailed logistics planning to closer to travel dateasking clarifying questions about airport logistics and transfer optionsoptimizing for credit card rewards across multiple cardsseeking flexibility on pre/post trip days based on future airfare pricinganalytically comparing three different booking scenariosworking through pricing spreadsheet independently with spouseasking detailed operational questions (hotel location, transfer logistics, cabin positioning)deferring final decision pending written quote comparisonreferencing prior call with agent to confirm details discussed yesterdayanalytically comparing package options using spreadsheet modelingdeferring to spouse (Roger) for joint decision-makingasking clarifying questions about contract details not yet publicrequesting side-by-side pricing comparison for decision-makingresearching alternative airfare pricing independentlycomparison-shopping against friend's established agency relationshipasking highly detailed technical questions about promotions, fees, and policiestesting agent's knowledge on cruise line benefits and booking mechanicsdeferring decision pending email proposalplanning multiple cruise itineraries simultaneouslyexpressing concern about booking a year in advancecomparison-shopping against direct booking and referenced agent discountsasking highly detailed technical questions about pricing structures and restrictionsdeferring decision pending written proposal via emailseeking verbal confirmation before committing to specifics
Value perception Carol implicitly values the Pavlus cashback rebate ($1,008) and the agent's ability to negotiate hold and pricing. She calculated room rates independently ($800 per night) and compared suite upgrade cost ($25,000) to the base cabin rate, demonstrating price sensitivity. No explicit comparison to booking direct or other agencies was raised, but her engagement with the Pavlus rebate and hold process suggests she sees incremental value.
Emotional arc Started frustrated and skeptical due to missed confirmations and unanswered questions, but quickly warmed as Victoria took ownership, proactively solved the cabin problem, and provided transparent pricing and rebate information. By the time Carol discussed her prior Silversea trip, she was nostalgic and positive, ending the call cooperative and grateful.
What this customer cares about
Destinations Crystal cruise portDisney WorldOrlandoCaribbeanFort LauderdaleMiamiPort CanaveralDecember cruise (destination not specified)Disney World (August)Caribbean (implied by Crystal cruise)AustraliatransatlanticLisbonSydneyNew ZealandBerlinPanama CityAustinMichiganFloridaLAXNiles MichiganSouth BendClevelandBuffaloNebraskaIndonesiaTokyoDanube regionRiver cruise destinations (unspecified)VancouverNew MexicoNovember 26 cruise (Regent)transatlantic crossingAfrica coastMiddle EastCape TownIcelandAfricaFranceBarcelonaSouth Africacoast (South Africa)SantiagoTexasAlbuquerqueNew YorkDubaiArcticHoustonCloud Arctic (Arctic region)AlaskaTrans-Atlantic routeArctic (Cloud Artic sailing)Barcelona (Transatlantic Celebrity cruise)Alaska (Celebrity cruise)
Cruise lines / operators CrystalDisneyDisney Cruise LinePrincess CruisesRegentAmerican Discount CruisesRegent CruisesSilverseaRegent Seven SeasVikingUniworldAvalonAMARoyal CaribbeanRegionRegion VacationsCelebrityVacations to GoAbercrombie & Kent
Topics final payment processingCrystal cruise transfer optionsairport to port logisticsDisney World trip planningwheelchair/mobility assistancecruise amenitiesCrystal cruise reservationAirport transfers and logisticsPre-cruise hotel staysDisney World family tripAccessibility considerationsPrincess Cruises pricingSuite vs. mini-suite cabin selectionPremier Plus vs. Premier membershipSingle-occupancy surchargeOnboard credit and promotional discountsCabin name/person order on reservationPayment and final payment timingCompetitor (American Discount Cruises) pricing comparisonPrincess Cruises pricing and promotionsPremier vs. Premier Plus dining packageSolo travel surchargesOnboard credit and cash-back offersReservation name order and transferabilityCompetitor pricing comparisonPayment timing and final balance duecrystal cruise deposit and cancellation policyrefundable vs non-refundable depositsadmin feescomparing cruise linessingle supplementsprincess cruises three-day salecashback rebatesCrystal cruise booking and depositcancellation policy and admin feescomparison with Regent and SilverseaPrincess Cruises three-day sale inquirysingle supplement pricingcruise bookingpayment processingfamily travel constraintsspring break timinghusband's business travelloyalty program changescruise rebookingtransatlantic crossingspring break travel constraintspayment splitting across cardsRegent cruise linefamily dynamicscabin category selectionback-to-back cruise bookingupgrade options and pricingdeck plan and cabin locationpayment and hold requestonboard WiFi callingprior cruise experienceback-to-back cruise bookingscabin category selection and strategyguaranteed vs. assigned cabin choicepricing and savingsRegent Seven Seas ship amenitiesWiFi calling on shipprior cruise experience and servicefamily travel logisticsBlack Friday promotion verificationshipboard credit eligibilityconcierge suite pricingpromotion terms and conditionsonboard credit confirmationRegent cruise pricing and promotionscabin availabilitytravel insuranceairfare coordinationfamily travel plansholiday schedulescredit card selection for paymentcashback rebateRegent cruise January/February bookingcabin availability and pricingdiscount/sale comparisonsingle supplement declinefamily travel planningriver cruisesvisa requirementscruise line comparisonsage-related travel concernspremium cruise linesVisa requirements for Australia and IndonesiaPremium cruise line comparisonsPhysical limitations for travelAll-inclusive cruise pricingregional cruiseDecember 2025 sailingcash back rebateconcierge suitedeposit policydeposit termsnew booking inquirypricing informationRegent cruise bookingVancouver to Tokyo itineraryPayment method confirmationBusiness class air add-onCover fairs / special promotionsRegent cruise confirmationPayment method updateBusiness class air add-on inquiryCover fairs explanationcabin upgrade to concierge suitedeck location preferencepricing and discountsprior Silversea vs Regent cruise experiencepayment and deposit termsinternet connectivity on transatlantic crossingbidding upgrade processcabin upgrade and deck preferenceconcierge suite availabilitySeven Seas Society savingsprior Silversea expedition experienceRegent cruise diningcredit card processingcabin selection and upgradedeck preferenceconcierge service pricingwaitlist for cabin availabilitycabin noise concernsdeck preferenceswaitlist availabilityroom noise concernscabin upgradeconcierge levelcabin location preferencepricingdeck/floor preferencecabin selectiondeck plan reviewhold placementupgrade preferenceshandoff to Victoriahold/lock-in processagent transferreconnection with previous agentcallback requesttrans-Atlantic cruise pricingcabin category availabilitypromotion eligibilitystateroom selectionPavlus promotional sale eligibilitySilversea cruise lineregional sale timingagent availability coordinationurgency to capture promotional offerSilversea upgrade bid submissionTechnical issue with online bidding portalContact information for cruise lineSilversea upgrade offeronline bidding processbooking modificationpre-cruise hotel package clarificationpricing and inclusions verificationbirthday celebration timingairfare statusDecember trip planningSouth Africa vacationpre-cruise hotel stay clarificationinclusions verification (breakfast, taxes, fees)December travel plansagent name confusionSilver Sea cruise booking confirmationRoger's Silversea membership numberpre- and post-cruise hotel arrangementsair travel planningmultiple cruise bookingsSilver Sea membership number acquisitionMultiple cruise bookings (February and December)agent callback requestreservation managementprice matchingdiscount negotiationhold vs bookingmulti-agency comparisonbooking holdsagency discountRegent cruise line coordinationregional cruise pricingprice comparisoncategory G cabincompetitor pricing concernscruise pricing comparisoncabin category detailscompetitive pricing analysisprice transparencynew reservation inquiryexisting reservation managementbooking confirmationairfare optionsday rooms / airport hotelsprice guaranteesfinal payment timingpost-trip logisticsoversee booking confirmationpost-cruise logisticsairport transfers and day roomscredit card processing for milesdoor-to-door vs port-to-port pricingcancellation policy comparisonairfare options and custom air feescabin selection (veranda vs vista)port-side cabin positioningpre-night hotel arrangementsSilversea pricing and rebatesdoor-to-door vs port-to-port cruise packagescancellation policies and penaltiespricing comparison and discountscabin positioning for Arctic viewingSilversea cruise pricing and promotionsdoor-to-door vs port-to-port bookingcash back rebates and added valueairfare options and upgradescancellation policy and future cruise creditagency discounts vs direct bookingmultiple cruise itinerariesSilversea cruise pricing and rebatesdoor-to-door vs. port-to-port optionsairfare and custom air selectioncabin categories and upgradescancellation and future cruise creditsmulti-ship itinerary planningagency discounts vs. direct booking
Signals across all calls
Buying signals confirmed Visa ending in 3351 for final payment on thirteenthalready booked with hotel stay before cruiseactively planning pre-cruise logistics with spouseasking detailed questions about amenities and servicesconfirmed Visa card ending in 3351 for payment on the thirteenthaccepted payment processing timeline without hesitationactively planning cruise details and hotel arrangementsasked about Crystal-specific services like transfers and shuttle optionsAsked agent to swap name order on reservation to make herself primary guestRequested agent look up specific mini-suite cabin 410 pricing and availabilityAsked Victoria to reach out to Princess to make name changes in anticipation of bookingDiscussed payment method and said she would call tomorrow to finalize decisionOffered to send email with payment instructions once decision is madeEngaged deeply in pricing scenarios and cabin comparisons over 21-minute callAsked agent to reverse names so Carol is guest number one and Roger secondaryRequested pricing on specific cabin number (410) showing active consideration of mini-suite alternativeCommitted to deciding and calling back tomorrow with payment methodDiscussed which specific cabin to book and affirmed willingness to book double occupancy as backupMentioned friend's surgery delay was resolved, removing a blocker to decision-makingconfirmed deposit amount of $2,668 for crystal cruiseagreed to proceed with crystal booking in Decemberaccepted final payment due date of Augustready to book and proceeding despite reservationsconfirmed deposit amount of $2,668 and final payment date in Augustagreed to proceed with Crystal cruise bookingready to compare Crystal against Regent for future tripsopen to booking Princess cruise with friends pending confirmationprovided credit card details and authorized split payment across two cardsconfirmed precise payment amounts of $14,105 and $2,000husband transferring funds to pay down charges during active booking callhusband on plane en route to Australia, indicating trip already in motionprovided two credit card numbers with expiration and security codesauthorized $2,000 split payment across cards with precise amountsconfirmed Regent booking and payment plan with agentrequested 24-hour hold on back-to-back bookingconfirmed F1 cabin guarantee selection after deliberationdiscussed payment logistics and funding with agentaccepted $8,399 per person pricing and $1,455 cashback rebate verballyagreed to review invoice and confirm with husband before finalizingagreed to F1 cabin category with guarantee despite $400 premiumrequested 24-hour hold on booking pending husband approvalasked about exact pricing: $8,399 per personconfirmed additional $1,455 cashback rebateready to proceed after husband confirms payment transfernoted willingness to do another Panama City visit if neededalready has an existing reservation under reviewproactively comparing advertised offer to current booked pricealready has existing reservation to modifyactively tracking promotional details before completing bookingconfirmed readiness to proceed once credit verifiedconfirmed cabin preference F-717 and will book after spouse approvalaccepted 24-hour hold on $12,077 cruise bookingspecified credit card preference for payment processingstated intent to call back tomorrow with confirmationplaced 24-hour hold on $12,077 Regent cruise bookingconfirmed cabin F717 and specific sail dates January 15–May 20agreed to callback tomorrow to finalize payment with specific credit carddiscussed Pavlus cashback rebate of $1,008 and understood payment processnamed travel companion (Roger) and coordinated credit card selection for pointsactively looking at river cruise options after earlier cancellationasking specific questions about cruise line comparisons and pricingexpressed interest in Uniworld as top-of-the-line optionstated willingness to follow up with agent if something interests themExpressed genuine interest in exploring river cruises as alternative optionActively researching and comparing cruise lines (Uniworld, AMA, Avalon, Viking)Named specific travel companion (Roger) and mentioned upcoming Tokyo tripAsking agent for recommendations on which premium line to investigateconfirmed Visa card ending in 3351 with expiration 6/29authorized agent to proceed with confirmationcommitted to sending email with travel companion's business class air preferencesvolunteered to refer other travelers and accept referral creditsconfirmed booking with Visa card ending in 3351, expiration 6/29authorized agent to send confirmationagreed to proceed with Vancouver to Tokyo cruisewilling to email business class air pricing once companion provides detailsconfirmed preference for concierge cabin on deck eight or mid-shipaccepted new cabin number 847 and cabin changesprovided American Express platinum card details for depositconfirmed deposit amount and final payment date of June 29thagreed to be contacted before processing payment on June 10thexpressed enthusiasm about November cruise after initial concerns resolvedConfirmed new cabin 847 with concierge suite upgradeProvided updated American Express Platinum card for paymentAccepted $1,942.20 deposit due by June 10thConfirmed final payment deadline of June 29thExplicitly stated November departure readinessagreed to move cabin to 1072 and confirmed price of $6,966.99ready to proceed with hold on new cabin and waitlist for deck 8agreed to move cabin to specific room 1072committed to new cabin rate of 6966.99approved putting cabin on hold pending availabilityconfirmed decision to upgrade cabin tierspecified preference for deck 8 over deck 10named specific price point of $6699 per cabinprovided callback number and availabilitydecided to upgrade cabin with husbandspecified preferred deck and price pointauthorized callback from planner Leeselected specific cabin category F in deluxe at price 6199chose specific deck 7 cabin position 740approved hold on cabin for multiple daystraveling as couple, Roger and Carol Dooleyselected specific deluxe category cabin F at price 6199chose specific deck location 7:40 after reviewplaced hold on cabin with agentconfirmed travel with spouse Rogeragreed to handoff and follow-up with Victoria on Mondayrequested specific pricing on preferred cabin category from prior cruise experienceactively comparing Category F versus Category E pricingplanned to review Silversea website and call back with decisionrequesting specific pricing on multiple cabin categoriesreferencing previous Silversea cruise experience with Pavlusasking agent to price cabin E, the same category from 2018 bookingprovided full name and spelling for follow-upspecified exact cruise date November 26th and routeactively seeking pricing information to commitspecific travel date identified: November 26thspecific route defined: Barcelona to Miamiactively seeking price quote on named cruise lineHas active booking 252675-24 with upcoming trip in couple of weeksActively trying to submit upgrade bid offer from Silverseaactively attempting to place upgrade bid on existing Silversea bookinghas upcoming trip within couple weeksauthorized agent to book pre-cruise night if inclusions verifiedconfirmed visa payment method for the additional nightstated 'we're in' once pricing and inclusions confirmedexpressed intention to proceed with South Africa trip bookingauthorized agent to charge Visa for pre-night add-on if verifiedconfirmed willingness to proceed once inclusions are confirmedprovided payment method and authorized booking upon verificationstated 'we're in' if pricing includes everythingconfirmed February 26th check-in and post-cruise hotel detailsinquired about additional hotel night on February 25thplanning second cruise in December, indicating ongoing loyaltyhas second cruise booked for December in planning phaseactively working through booking details with spouse presentrequesting pricing on additional pre-cruise hotel nightconfirmed deposit already paid on reservationprovided new card details for final paymentconfirmed automatic payment on the 30thdeposit already paid on reservationproviding new card details for final paymentalready placed temporary hold on competing agency bookingspecified cabin category D and room number 934confirmed specific pricing figure of $15,406.52willing to switch if Pavlus matches price and adds Pavlus discountalready placed temporary hold on D-category cabin 934asked about Pavlus discount amount and termswilling to cancel competitor booking if Pavlus matches priceactively comparing specific pricing and cabin categories on competitor sitesconfirmed travel dates and passenger count (December 1, 2024, two people)provided email address for quote deliveryactively comparing specific cruise itineraries and pricing detailsprovided email address to receive quote from agentprovided American Express business card for deposit payment immediatelyconfirmed readiness to move forward and finalize booking todayauthorized charging card today despite payment due tomorrowagreed to final payment amount of $93 (implied total or remaining balance)confirmed readiness to move forward and process payment todayprovided American Express card details and authorized chargeacknowledged payment due tomorrow but willing to pay todayagreed to discuss airfare options when approaching final paymentactively comparing specific cabin categories and pricesselected port-side veranda cabin preferencerequested detailed written comparison of all three booking optionsmentioned existing annual travel insurance policyexpressed readiness to move forward pending clarity on pricingactively comparing specific cabin options and pricing tiersdeciding between veranda and vista cabin categoriesevaluating port-side vs non-port-side cabin positioningrequesting detailed price comparison to be sent via emailmentions having existing annual travel insurance policyready to move forward pending receipt of comparison quotesrequested detailed pricing proposal via email for specific sailingprovided full contact information and mailing addressdiscussed cabin upgrade costs, suggesting willingness to pay premiummentioned multiple additional cruises to check pricing onexpressed concern about sailings filling up quickly, indicating urgencynamed specific ship and dates for February 27–March 9 sailingdiscussed cabin category preferences and willingness to upgrade for $2,000 differenceprovided email, mailing address, and phone number to receive proposalmentioned multiple other cruise itineraries to book through Pavlus after this oneexpressed intent to move forward pending email proposal with pricing
Objections unclear about transfer options from airport to Crystal portconcerned about port location being unfamiliar and potentially remoteunsure if prices have dropped on existing bookinguncertain about Crystal airport transfer options and pricing availabilityconcerned about port location being remote with limited nearby amenitiesworried about availability and logistics of pre-cruise hotel accommodationsPavlus's price is $1,700 higher than competitor American Discount Cruises quoteCompetitor offered $1,150 onboard credit and $1,150 cash back that Pavlus does not matchUncertain about suite upgrade cost vs. staying in mini-suite cabin 410Single-occupancy $600 premium on mini-suite feels excessive compared to double pricingUnsure whether Premier Plus membership justifies cost given limited specialty restaurantsRoger may drop out of cruise, creating financial risk with non-transferable bookingWants to wait for final payment deadline to see if better suites open upPavlus price $1,700 higher than competitor quote seen last nightCompetitor offered $1,150 onboard credit and $1,150 cash back; Pavlus had none initiallyConcerned about $600 solo traveler surcharge if going aloneUncertain whether to book large suite or mini suite given price difference and Roger's uncertain attendanceWorried other suites might open up after final payment deadline if she waitsSpecialty restaurants not appealing enough to justify Premier Plus upgrade costNon-refundable, non-transferable terms create financial risk if Roger cannot attendconcerned about $250 admin fee if cancellation needed before final paymentunfamiliar with crystal cruise brand, wants to try before committinghesitant about non-refundable deposits on princess cruisesworried single supplements will be expensiveconcerned about $250 admin fee for cancellation before final paymentunfamiliar with Crystal cruise line and wants to try before committingworried about Princess Cruises non-refundable deposits and single supplement costswants to verify Princess offers better pricing during June three-day salespring break timing conflicts with daughter's childcare needs and grandchildren's schedulesuncertainty about payment processing and credit line availability during husband's traveldaughter's spring break childcare situation limiting travel window to Julyuncertainty about payment processing across multiple cards while husband in transituncertain whether to pay $400 more for F1 guarantee versus cheaper F2 cabinfrustrated by Regent website slowness and poor deck plan navigationskeptical about cabin location options with limited forward cabin availabilityconcerned about coordinating payment with husband traveling to Sydneyhesitant about long-haul flights to Australia and New Zealand destinationsuncertain whether combining two bookings to one would lower total costworried about losing $50 deposit per person if rebookingtorn between paying $400 more for F1 guarantee vs. taking assigned F2 cabinfrustrated with Regent website slowness and poor navigation for deck plansconcerned about 17-hour flight to Australia/New Zealand cruisesworried about husband's ability to transfer payment funds given recent $20k chargepromotion didn't populate on reservation system as advertiseduncertainty whether $500 shipboard credit applies to their bookingpromotion details not populating on reservation systemdiscrepancy between Regent website offer and booked pricingtraveling companion too flaky, won't commit to single supplementsuite upgrade price too high at $25,000 versus $800 room alternativeuncertain about discount stacking with Amex Platinum benefitshesitant about $25,000 suite upgrade; prefers $800 room rate insteadconcerned about inconsistent discount application across Regent promotionstraveling companion too flaky for single supplement arrangementuncertainty about Amex Platinum benefits compatibility with promotionconcerned about physical demands of back-to-back long flights due to agehesitant about visa requirements for travelers over 75spent significant time researching visas and feels cautious about complexityuncertain whether premium river cruise lines justify their costConcerned about visa requirements for over-75 travelers to AustraliaPhysical limitations: long flights (10+ hours) are too taxing at her ageHesitant about back-to-back international trips within two monthsNot initially aware that pricing a cruise would result in holding a bookinguncertain about cash back rebate timing and final valueuncertain whether business class air offers better rates than booking independentlyuncertain if business class air offers better pricing than companion could find independentlyfrustrated they didn't receive confirmation email after cabin switchconcerned about $2,000 special not included on new concierge rateworried about price increase of $500 per person on new bookingskeptical about internet quality on transatlantic crossing based on prior poor experienceuncertain about Regent's upgrade availability closer to departureConcerned about $500 price increase per person vs. original bookingNo confirmation received from Regent after cabin change to conciergeSkeptical internet will work on transatlantic crossing given poor prior experienceUncertain whether to accept potential future upgrades that might be offeredconcerned about noise from veranda chairs above cabin 1072husband surprised about $500 concierge upgrade cost not mentioned earlierwanted eighth-floor cabin but none available, disappointedconcerned about noise from veranda deck chairs above cabindisappointed no eighth floor cabins available in preferred locationhesitant about 500 dollar concierge upgrade costconcerned about repeatedly contacting their assigned planner Leeconcerned about bothering agent Lee too frequently with requestsuncertain about upgrade preferences and timing for future decisionsunsure about upgrade preferences, wants flexibility to decide laterconcerned the trans-Atlantic crossing may not qualify for current sale promotionwanted to avoid losing sale discount if waiting until agent returns Mondayuncertain about which cabin categories to compare without prior researchconcerned the trans-Atlantic crossing might not qualify for current Pavlus promotionuncertain about which cabin categories to comparewanted to know if waiting until Monday would lose sale pricingconcerned Regent sale will expire before primary agent returns Mondayworried about missing time-sensitive promotional pricingconcerned Regent sale will expire before assigned planner Victoria Hill returns MondayUnable to locate submit button on Silversea bidding portal interfaceNo contact number visible on upgrade proposal document itselfunable to locate submit button on Silversea's online bidding platformno contact number visible on the upgrade proposal documentconfusion about which package includes breakfast and transportation to pieruncertainty whether pre-cruise night is included in main bookingconcern that Roger's birthday celebration timing doesn't align with cruise startconfusion about which package includes breakfast and transportationuncertainty whether pre-cruise night includes all taxes and feesconcerned Roger's birthday won't be celebrated on cruise itselfRoger's email account is overseas-registered and he cannot change anything in ituncertain about exact hotel arrival date and whether 25th or 24th is betteralready focused on another cruise in December so bandwidth is limitedunsure whether to book pre-cruise hotel on February 24th or 25thuncertain about points or miles availability at Mandarin Orientalstruggling to complete Silver Sea online booking form without confirmed datesconcerned about losing cabin availability if not booked immediatelyskeptical Pavlus could match competitor's promotional rate initiallyconcerned about losing the cabin if he didn't act quickly with competitoruncertain whether Pavlus could match competitor's promotional pricingworried about rebooking same cabin after canceling temporary holdfound competitor offering same cruise for half the price (6765 vs 12299)skeptical about whether Pavlus pricing is truly competitive or if something is missingconcerned that pursuing competitor quote might jeopardize his own discountfound competitor offering same cruise at half Pavlus's advertised priceskeptical about price validity and whether he's missing crucial detailsconcerned competitor pricing might be too good to be trueuncertain whether to stay airport hotel one or two nights post-cruiseconcerned about domestic vs international airport terminals in Santiagowants flexibility on airfare timing and pricing before committinguncertain about staying at airport or hotel between domestic and international flightwants flexibility on pre/post trip days depending on airfare pricesunsure if using American Express business card will earn full credit for milesuncertainty about which booking option offers better cancellation protectionconfused about whether promotions are already included in displayed pricesconcerned about potential airline restrictions on custom air requestshesitant about $8,000 premium for business class vs $4,000 direct bookingunclear on hotel details for 2025 Santiago pre-nightconfused about which package option offers better valueconcerned business class airfare through Silversea is much more expensive than directuncertain whether Silversea can accommodate preferred airline requestsworried about nonrefundable deposit on port-to-port optionuncertain about 2025 hotel contracts and transfer distances in Santiagoskeptical Pavlus offers same value as friend's established relationship with Gary Cohenconcerned about pricing parity with booking direct on Silversea websiteuncertain whether $4,000 door-to-door promo applies if arranging own airfareworried about planning a year in advance and missing better last-minute dealshusband prefers United airlines but doubts airline preference mattersskeptical Pavlus can match discounts referenced by long-time client Gary Cohenconcerned about booking a year in advance and planning uncertaintyunsure whether $4,000 door-to-door rebate applies if arranging own airfarehesitant about Pavlus's track record after no prior bookings with themconcerned about custom air availability and pricing for preferred airlines
Latest emotional read Carol is energetic, talkative, and personable but somewhat stressed about the logistics of managing a large family trip (7 people total) to Disney World followed by a Crystal cruise. She expresses anxiety about the physical demands (noting she's 79 and diabetic) but maintains a humorous, self-aware tone. Her stress level seems manageable and she appears to trust Victoria.
AI workup

Generated on demand by Claude Sonnet from the 60 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 (60 analyzed, 6 unanalyzed)
Date Planner Sentiment Intent Suggested follow-up
2026-08-06 23:26 Victoria Hill positive (0.75) Booked Email Carol within 48 hours with Crystal's transfer options from the airport to port (including shuttle pricing and timing), and confirm wh… call data  |  Dialpad ↗
2026-08-06 23:26 Victoria Hill positive (0.75) Booked Email Carol within one week with Crystal airport transfer pricing and booking options, and follow up after her Disney trip returns (approxi… call data  |  Dialpad ↗
2026-08-06 22:31 Victoria Hill not analyzed — call data  |  Dialpad ↗
2026-08-06 22:31 All Pavlus Recording not analyzed — call data  |  Dialpad ↗
2026-08-06 22:31 Z-Victoria H TF not analyzed — call data  |  Dialpad ↗
2026-08-06 19:28 Victoria Hill not analyzed — call data  |  Dialpad ↗
2026-08-06 19:28 All Pavlus Recording not analyzed — call data  |  Dialpad ↗
2026-08-06 19:28 Z-Victoria H TF not analyzed — call data  |  Dialpad ↗
2026-06-16 20:49 Victoria Hill neutral (0.35) Ready to Book Call or email Carol by June 18 (the day after final payment deadline) to confirm cabin selection (suite vs. mini-suite 410), collect paymen… call data  |  Dialpad ↗
2026-06-16 20:49 Victoria Hill positive (0.55) Ready to Book Victoria should follow up tomorrow morning (or confirm via email receipt tonight) with the updated rate quote ($14,416 base + $700 Pavlus d… call data  |  Dialpad ↗
2026-05-04 20:27 Victoria Hill positive (0.65) Ready to Book Send Crystal cruise confirmation email within 24 hours including final payment due date (August), admin fee details, and cashback rebate ti… call data  |  Dialpad ↗
2026-05-04 20:27 Victoria Hill positive (0.65) Ready to Book Send Crystal confirmation within 24 hours with December departure details and final payment due date reminder. Follow up in late May or ear… call data  |  Dialpad ↗
2026-01-30 22:30 Victoria Hill positive (0.65) Booked Call Regent immediately to process the split payment (Visa $2,000 + Visa $14,105) before the pending charges expire; confirm booking confir… call data  |  Dialpad ↗
2026-01-30 22:30 Victoria Hill positive (0.65) Booked Call Regent today to process the split payment ($2,000 visa 3551, balance on second visa) before end of business, then reach out to Carol b… call data  |  Dialpad ↗
2026-01-29 22:30 Victoria Hill positive (0.55) Ready to Book Send invoice and pricing summary ($8,399 per person, $1,455 rebate) to Carol within 2 hours, then call tomorrow to confirm cabin selection … call data  |  Dialpad ↗
2026-01-29 22:30 Victoria Hill positive (0.65) Ready to Book Once the Regent website is responsive, send Carol the full invoice and cabin confirmation by end of business tomorrow so she can review det… call data  |  Dialpad ↗
2025-12-18 21:28 Victoria Hill neutral (-0.30) Other Send a follow-up email or SMS to Roger and Carol Dooley with the Regent offer details and direct call-back number, since the outbound call … call data  |  Dialpad ↗
2025-12-18 21:28 Victoria Hill very_negative (-0.80) Other Victoria should attempt a follow-up call at a different time or consider sending an email summary of the Regent offer to Roger/Carol with a… call data  |  Dialpad ↗
2025-11-18 20:18 Victoria Hill positive (0.60) Rebooking Call Regent immediately to confirm the Black Friday promotion (25% savings + $500 shipboard credit) applies to Carol's concierge suite rese… call data  |  Dialpad ↗
2025-11-18 20:18 Victoria Hill positive (0.65) Rebooking Call Carol within 24 hours with confirmation from Regent on whether the $500 onboard credit applies and reissue a corrected invoice or conf… call data  |  Dialpad ↗
2025-11-18 20:01 Victoria Hill positive (0.65) Ready to Book Tomorrow, confirm receipt of Carol's email specifying Roger's Visa ending 3351 as the payment card, and provide the Amex Platinum benefit c… call data  |  Dialpad ↗
2025-11-18 20:01 Victoria Hill positive (0.65) Ready to Book Send Carol the hold confirmation email with the $12,077 quote and $1,008 rebate clearly stated. Tomorrow, when she replies with Roger's Vis… call data  |  Dialpad ↗
2025-07-10 20:04 Victoria Hill positive (0.40) Researching Send Carol detailed comparison sheets on Uniworld, AMA, and Avalon river cruises with all-inclusive pricing, plus a short FAQ on visa requi… call data  |  Dialpad ↗
2025-07-10 20:04 Victoria Hill neutral (0.30) Researching Send Carol curated river cruise itineraries from Uniworld and AMA that feature shorter flight segments or home ports accessible from the US… call data  |  Dialpad ↗
2025-07-07 22:40 All Pavlus Recording neutral (-0.30) Researching Follow up with Carol via callback or email with the December 2025 cruise details and $1,305 rebate details in writing, since she did not pi… call data  |  Dialpad ↗
2025-07-07 22:40 Victoria Hill neutral (-0.30) Researching Follow up with Carol via email or text to confirm receipt of the quote and restate the $1,305 rebate contingency, then attempt phone contac… call data  |  Dialpad ↗
2025-07-07 21:25 Heidi Burton neutral (0.10) Researching Heidi should immediately notify Victoria of the callback request and note the 30-minute window. If Victoria cannot reach Carol within that … call data  |  Dialpad ↗
2025-07-07 21:24 Reception neutral (0.30) Researching Heidi should relay Carol's callback request to Victoria immediately, noting the half-hour availability window and email fallback option. Vi… call data  |  Dialpad ↗
2025-04-11 17:01 Victoria Hill positive (0.70) Ready to Book Once Carol emails the travel companion's business class air preference, Victoria should respond within 24 hours with specific Regent busine… call data  |  Dialpad ↗
2025-04-11 17:01 Victoria Hill positive (0.70) Booked Follow up via email within 24 hours confirming the booking details (Vancouver-Tokyo, Regent, dates, cabin) and include a direct link or ins… call data  |  Dialpad ↗
2025-04-07 18:11 Victoria Hill positive (0.70) Rebooking Send Carol the updated invoice and booking confirmations immediately. On June 10th, contact her to confirm authorization to charge the $1,9… call data  |  Dialpad ↗
2025-04-07 18:11 Victoria Hill positive (0.65) Rebooking Send Carol the updated invoice and cabin confirmation for stateroom 847 (concierge) immediately via email to avoid repeat of prior confirma… call data  |  Dialpad ↗
2025-04-05 19:30 Lee Alvarez positive (0.60) Rebooking Have Victoria contact Roger on Monday to confirm cabin 1072 at $6,966.99, process the deposit, and formally add her name to the waitlist fo… call data  |  Dialpad ↗
2025-04-05 19:30 Lee Alvarez positive (0.55) Rebooking Lee should confirm with Victoria that cabin 1072 has been moved and held under the customer's name, and request that Victoria proactively n… call data  |  Dialpad ↗
2025-04-05 19:22 Abigail Okruszynski positive (0.60) Rebooking Have Lee call Carol at the provided home number (ending 9491) within 24 hours to confirm cabin upgrade details, deck preference (8 vs 10), … call data  |  Dialpad ↗
2025-04-05 19:22 Reception positive (0.60) Rebooking Lee should call Carol back at the home phone number ending in 9491 with options for E-level concierge cabins on deck 8 priced near $6699 pe… call data  |  Dialpad ↗
2025-04-05 18:48 Lee Alvarez positive (0.75) Ready to Book Victoria should contact Carol and Roger by Monday with full cabin confirmation for Regent cruise, including clarification of upgrade opt-in… call data  |  Dialpad ↗
2025-04-05 18:48 Lee Alvarez positive (0.65) Ready to Book Victoria should reach out Monday with full booking summary (cabin 7:40, Deck 7, Category F at $6,199 for Carol and Roger) and clarify upgra… call data  |  Dialpad ↗
2025-04-05 18:47 Abigail Okruszynski neutral (0.00) Support Ensure the transfer to Lee completes successfully and that Carol's prior context (trip details, preferences, booking stage) is communicated… call data  |  Dialpad ↗
2025-04-05 18:47 Reception neutral (0.00) Support Ensure the transfer to Lee is completed and Lee follows up promptly with Carol about the original inquiry or issue she called about. call data  |  Dialpad ↗
2025-04-05 18:35 Lee Alvarez neutral (0.30) Researching Send Roger a comparison sheet of Category F vs. Category E pricing and deck locations before Monday, and proactively reach out Monday morni… call data  |  Dialpad ↗
2025-04-05 18:35 Lee Alvarez neutral (0.30) Researching Send Roger a follow-up email by Monday morning with the cabin category E pricing details ($7,199 total per person with $475 rebate) and a d… call data  |  Dialpad ↗
2025-04-05 18:31 Abigail Okruszynski positive (0.60) Researching The transferring planner should contact Carol within the hour with Regent's current trans-Atlantic November 26 Barcelona-to-Miami pricing a… call data  |  Dialpad ↗
2025-04-05 18:31 Reception positive (0.60) Researching The receiving planner should immediately pull Regent's current trans-Atlantic sale terms, confirm the expiration date, lock in the November… call data  |  Dialpad ↗
2025-02-06 15:51 Mike Duran neutral (0.10) Support Follow up with Roger in 2-3 business days to confirm he successfully submitted the Silversea upgrade bid and to offer assistance if Silvers… call data  |  Dialpad ↗
2025-02-06 15:51 Guest Relations neutral (0.30) Support Follow up with Roger after he contacts Silversea to confirm whether the bid was successfully placed; offer assistance if Silversea directs … call data  |  Dialpad ↗
2024-10-25 17:59 Victoria Hill positive (0.65) Ready to Book Victoria should email Carol by end of day confirming whether the February 25 pre-cruise night includes taxes, fees, and breakfast. If yes, … call data  |  Dialpad ↗
2024-10-25 17:59 Victoria Hill positive (0.65) Ready to Book Follow up with Carol by end of day Friday with Silversea's confirmation that the February 25 pre-night includes breakfast, taxes, and fees;… call data  |  Dialpad ↗
2024-10-08 21:35 Victoria Hill positive (0.55) Support Obtain Roger Dooley's Silversea membership number using his email (rogerd@dulydirect.com), confirm Mandara Oriental pricing for February 25… call data  |  Dialpad ↗
2024-10-08 21:35 Victoria Hill positive (0.60) Support 1) Obtain Roger's Silversea membership number from Silversea using the email address provided and send it to Carol via email and invoice. 2… call data  |  Dialpad ↗
2024-10-08 21:29 Dyenna McConnell neutral (0.00) Support Victoria Hill should call Roger Dooley at the number ending in 9491 when she is available. The nature of his inquiry should be clarified du… call data  |  Dialpad ↗
2024-10-08 21:29 Guest Relations neutral (0.00) Support Victoria Hill should call Roger Dooley at the number ending in 9491 when available to discuss his travel needs or follow up on a prior inqu… call data  |  Dialpad ↗
2024-09-21 17:36 Tyler Snow positive (0.60) Support Send Carol a confirmation email with the updated card ending in 3333, final payment date of the 30th, and the agent name (Tyler) and direct… call data  |  Dialpad ↗
2024-09-21 17:36 Guest Relations positive (0.60) Support When Victoria returns, flag that Carol Dooley's payment method was successfully updated by Tyler on this date so Victoria can confirm recei… call data  |  Dialpad ↗
2024-07-22 15:07 Rachael Taylor positive (0.55) Rebooking Follow up within 24 hours with confirmation of whether Regent approved the price match. If approved, send a comparison breakdown showing th… call data  |  Dialpad ↗
2024-07-22 15:07 Rachael Taylor positive (0.55) Rebooking Follow up with Roger within 24 hours with Regent's final pricing decision and cabin 934 availability confirmation. If approved, send him a … call data  |  Dialpad ↗
2024-07-22 14:42 Rachael Taylor neutral (0.30) Researching Obtain official Regent pricing for the December 1, 2024 Cape Town–Dubai 19-day cruise, category G, and send alongside a detailed breakdown … call data  |  Dialpad ↗
2024-07-22 14:42 Rachael Taylor neutral (0.30) Researching Send Roger the detailed Regent quote (cabin category, full itinerary, pricing breakdown) within 24 hours and ask him to confirm whether Vac… call data  |  Dialpad ↗
2024-07-22 14:39 Victoria Mendoza neutral (0.10) Researching Rachel should confirm Carol Dooley's existing reservation details with Victoria Hill's team, then discuss the scope and timing of the new b… call data  |  Dialpad ↗
2024-07-22 14:39 Reception neutral (0.10) Researching Rachel should begin by confirming the details of Carol's existing reservation with Victoria Hill, then ask specifically what destination, c… call data  |  Dialpad ↗
2024-02-08 22:43 Victoria Hill positive (0.75) Ready to Book Set calendar reminder to contact Roger 3–4 months before departure to discuss airfare quotes (1–3 day options) and finalize day room option… call data  |  Dialpad ↗
2024-02-08 22:43 Victoria Hill positive (0.75) Ready to Book Set a calendar reminder to contact Roger 2–3 months before final payment (which appears to be due in 93 days based on the transcript refere… call data  |  Dialpad ↗
2024-02-01 18:00 Victoria Hill positive (0.60) Ready to Book Send Carol the three-scenario comparison (door-to-door with/without air, and port-to-port) with deposits, final payment terms, and insuranc… call data  |  Dialpad ↗
2024-02-01 18:00 Victoria Hill positive (0.65) Ready to Book Send Carol the three-scenario price comparison (door-to-door with air, door-to-door without air, port-to-port) via email by end of business… call data  |  Dialpad ↗
2024-01-31 22:58 Victoria Hill positive (0.65) Researching Send Carol the promised email within 24 hours with confirmed pricing, promotion breakdown ($4,000 door-to-door with/without airfare clarity… call data  |  Dialpad ↗
2024-01-31 22:58 Victoria Hill positive (0.65) Researching Send Carol the full pricing proposal for Arctic sailing (Feb 27–Mar 9, Veranda category, door-to-door with $4,000 rebate clarified) within … call data  |  Dialpad ↗