John Zondlo
Average sentiment
0.60
neutral
Trajectory
▼ declining over time
across 16 analyzed calls
Current stage
Researching
Primary planner
Victoria Hill
plus 4 others
Phone
+16028261737
id 4870287413264384
Next best action:
If the customer calls back within the window Victoria provided, ensure the agent has confirmed the correct spelling and pronunciation of the customer's name (John, not Juan) and have cruise details, pricing, and availability ready for immediate discussion.
If the customer calls back within the window Victoria provided, ensure the agent has confirmed the correct spelling and pronunciation of the customer's name (John, not Juan) and have cruise details, pricing, and availability ready for immediate discussion.
Narrative
John Zondlo called to comparison-shop Alaska cruises for the third week of June with his daughter and two adult grandchildren (one week maximum). He vented extensively about a disappointing recent Holland America Mexican cruise taken during school holiday season—overcrowded with families, small children in main dining, forced to use specialty restaurants. He wanted Pavlus to lock in prices and availability across Holland America, Princess, and Viking to help him compare. Victoria offered Celebrity as an alternative and noted Viking's age restrictions (21+, which John's adult grandchildren met). John also raised a secondary trip: Pacific Northwest rail travel in late July/August, expressing interest in Vacations by Rail options over the pricey Rocky Mountaineer. Victoria provided specific Vacations by Rail itineraries (8- and 9-day options) and warned that Rocky Mountaineer carries Disney-like pricing without proportional added value. John committed to personal research on Vacations by Rail while Victoria agreed to research Alaska cruise availability; he emphasized time pressure since grandchildren's schedules are tight and he feared they'd book alternative plans if he delayed.
How they see Pavlus
− frustrated that email threads sometimes seem one-way, saying 'sometimes I think I'm following your thread and sometimes I think you're not getting my message'
− confused receipt of transfer service details from an unidentified department, suggesting internal communication silos
+ praised Agent Victoria by name as 'wonderful' twice and credited her with resolving confusion on the call
+ delighted to reach Victoria live instead of voicemail, calling her a 'good luck charm'
− frustrated that email communication thread has been unclear and she thinks messages aren't being received: 'sometimes I think I'm following your thread and sometimes I think you're not getting my message'
+ praised Victoria by name as responsive and helpful: 'I'm so happy I reached you' and 'you're wonderful' twice at call end
+ relieved and grateful for live contact after expecting voicemail: 'I was hoping not to get your voicemail but you know, I'm usually not that lucky. So, you're my good luck charm. That's twice in a row.'
+ expressed appreciation for Victoria making contact and appreciated being called back: 'I'm so glad we made contact because tomorrow I have appointments'
+ 29 more observations
Process friction they hit
- agent mispronounced customer's name as 'Juan' instead of 'John' on outbound follow-up call
- email communication threads appear unclear or unresponsive, customer unsure if messages are being received
- customer received transfer information from an unidentified Pavlus department, causing confusion about which services are included vs extra cost
- excursion booking system rejected two tours without explanation of reason (sold out, conflict, system error) leaving customer uncertain of next steps
- email thread miscommunication—customer uncertain whether her messages with passenger details are being received
- received transfer information from another Pavlus department in an email, creating confusion about whether transfers are included or additional cost
- excursion booking system rejected two bookings without error message or sold-out notification, leaving customer unsure why
- payment confirmation email not sent within 24 hours of booking
- payment visible on customer's credit card but not credited or reflected in Pavlus account
- previous agent (Renee) struggled to locate booking numbers during initial transaction
- payment confirmation email never sent after March 7th transaction despite customer being charged
- payment not visible as credit in customer's Pavlus account statement
- prior agent Renee had difficulty locating booking in system
- Princess Cruises website had technical glitches during cabin availability search, requiring agent to troubleshoot multiple times
- customer noted she had to request agent consolidate two existing Princess loyalty numbers manually rather than automatic system merge
- out of office auto-reply caused customer uncertainty about planner availability and created risk of customer switching to another agent
- received an out-of-office email notification that created confusion about agent availability and caused customer to consider switching to a different planner
Customer behaviors observed
did not answer outbound follow-up callvoicemail recordeddid not answer outbound callhad prior inquiry on fileseeking clarity on confusing email exchanges and service detailsverifying passenger name spelling and travel document requirements before finalizing air bookingsproblem-solving around failed excursion bookings by planning fallback strategy onboarddeferring payment split decision with travel companion to finalize quicklyexpressing genuine relief and warmth toward agent who resolved confusionseeking live clarification after frustration with email communicationmethodically confirming all booking components and payment detailsproviding detailed passenger identification information for flight bookingproblem-solving around excursion booking failure with fallback plan (onboard cancellations)deferring one detail (exact meeting time for transfer day) pending agent follow-upmethodically providing detailed passenger information and payment detailsproblem-solving collaboratively on airport logistics and hotel accommodationasking clarifying questions about post-booking access and cruise amenitiesdeferring some decisions (formal nights, excursion details) until after booking confirmationmanaging time pressure due to appointment schedule the next dayproviding comprehensive passenger details methodicallyproblem-solving around flight logistics before final bookingasking clarifying questions about post-booking access and amenitiessplitting payment between two credit cardsready to pay in full immediatelymanaging tight schedule (had appointments the next day)escalating support request after prior agent failed to resolveproactively gathering and providing booking documentationdeferring additional questions pending resolution of payment issuetesting agent responsiveness and accountabilitytroubleshooting missing confirmation by checking multiple sourcesproactively providing both booking numbers to expedite resolutionwilling to be contacted at phone number on file for follow-upclarifying cabin assignment confusion from family memberconducting detailed pre-trip planning with agentcomparing cruise line options for future bookingsexploring ancillary services (airfare, insurance, excursions)researching alternative travel modes (rail)establishing direct communication with agent to avoid intermediariesclarifying family/group booking structure to avoid third-party confusionresearching additional services (insurance, rail products) independentlyrequesting logistics investigation before finalizing air arrangementsexploring future trip options (Canadian rail) with friendconsolidating decision-making to direct agent relationshipauthorizing final confirmation with payment on fileproviding detailed family travel logistics and rooming preferences upfrontasking specific operational questions about boarding times and departure times for airfare planningdeferring final booking decision pending spouse/co-traveler approvalexpressing strong opinions about cruise experience details (cabin location, paper vs. electronic luggage tags)ready to provide payment information immediately but conditioning final confirmation on family discussioncomparison-shopping cabin types and locations to optimize value while maintaining family proximitymethodically gathering cabin and pricing details before committingdeferring final decision pending spouse/family approvalproviding complete traveler information proactivelymanaging multiple cruise loyalty accounts and seeking consolidationweighing cabin categories and locations against budget constraintscoordinating group travel across multiple generationsfollowing up on an existing bookingchecking on assigned planner statusready to provide contact detailswilling to accept callback arrangementseeking reassurance about planner availabilityready to provide contact details and move forward with bookingconsidering switching to alternative agent if original planner unavailableexpressing time sensitivity around finalizing travel planscomparison-shopping cruise lines before committingventing about negative recent cruise experienceseeking expert recommendations on unfamiliar cruise brandsresearching multiple trip options simultaneouslydeferring decision pending family/grandchildren coordinationwilling to conduct independent research in parallel with agentcomparison-shopping three cruise lines for same Alaska itineraryventing about disappointing recent cruise experience to reset expectationsseeking agent to lock in pricing before he commitsopen to agent suggestions but also doing parallel personal researchdeferring final decision pending availability confirmation and grandchildren buy-inexpressing time urgency due to grandchildren's limited vacation windows
| Value perception | The customer values Pavlus's access to deals and pricing information ('I keep getting all your emails with all these spectacular deals'), and appreciates the agency's ability to help him compare cruise lines and research options. He also values the guidance on pricing—appreciating Victoria's tip that Rocky Mountaineer carries premium pricing 'like Disney' without additional value—suggesting he sees the planner as a filter against overpaying. |
|---|---|
| Emotional arc | Started cautious and detail-oriented, became more vented and emotional when discussing his disappointing Holland America cruise, then warmed considerably toward Victoria after receiving recommendations and practical pricing advice, ending the call with genuine appreciation and enthusiasm for the research work ahead. |
What this customer cares about
| Destinations | Grand TurksBahamasOrlando Space Centercruise shipPhoenixOrlandoKennedy Space CenterCaribbeanSeattleCanadaPacific NorthwestAstoriaPrincess cruise destination (unspecified)Princess Cruises destinationAlaskaInside PassageMexicoCanadian RockiesSouthern ItalyGreeceColumbia RiverPortlandVancouverVictoria |
|---|---|
| Cruise lines / operators | OceanaAmerican AirlinesHilton Garden InnCelebrity CruisesCelebrityPrincessPrincess CruisesVikingVacations by RailHolland AmericaCarnivalAmerican Cruise Lines |
| Topics | cruise inquiry follow-upOceana cruise detailsOceana cruise inquirypricingavailabilityflight bookinghotel bookingtransfer logisticstrip insuranceexcursion bookingpassenger name verificationpayment methodair bookingground transferstravel insuranceexcursionscruise logisticscruise booking confirmationpayment processingflight and transfer logisticsKennedy Space Center shore excursion timingairport hotel accommodation strategyTSA PreCheck numberformal dress code inquirypost-cruise hotel in Orlandopassenger details verificationflight and transfer arrangementsKennedy Space Center shore excursion logisticspost-cruise hotel accommodationdress code inquiryaccount access and excursion bookingmissing payment confirmationbooking verificationprincess cruisetwo cabin bookingprincess cruise bookingaccount credit verificationcabin assignmentsairfare and insurance optionsshore excursions (Seattle)referral creditsfuture rail travelship size preferencesPacific Northwest explorationcabin assignment clarificationtravel insurance optionsflight timing with Seattle excursionfuture rail travel in Canadaship size preferencebooking confirmationAlaska cruise bookingcabin selection and locationbalcony requirementsfamily rooming arrangementsairfare coordinationpre-paid gratuities and excursionsloyalty number consolidationdeposit and payment termselectronic confirmation processroom adjacency requirementspricing and discountsPrincess Cruises loyalty programelectronic vs. paper documentationgroup travel logisticsagent availabilitybooking follow-upcallback requestAlaska cruise comparisoncruise line evaluationPacific Northwest rail travelCanadian Rockiesgroup travel with familyHolland America disappointmentPrincess vs Viking vs Celebrity optionsPacific Northwest train travelCanadian Rockies rail tourVacations by Rail optionsRocky Mountaineer pricing |
Signals across all calls
| Buying signals | confirmed all booking details: flights, hotels, transfers, insuranceprovided passenger name William Aims Miller with passport detailsshared frequent flyer numbers and TSA informationauthorized Pavlus to charge credit card for bookingsrequested specific excursion be booked if possibleconfirmed all major components: air, hotel, transfers, insurance for cruiseprovided passenger name William Ames Miller with passport details for flight bookingshared frequent flyer and TSA PreCheck information for bookingauthorized agent to charge spouse's account for his airfareready to proceed immediately after callprovided full credit card information for William Miller to process paymentauthorized full payment of $1,582.93 per person at end of weekprovided TSA PreCheck number for bookingconfirmed flight arrival on cruise start date (thirteenth) and departure day after cruise ends (twenty-first)ready to book flights and transfers through Pavlusconfirmed overnight hotel stay post-cruise in Orlandoprovided William Miller's full legal name, passport middle name, and Celebrity Captain Club numbersupplied credit card information for William Miller paymentprovided own visa card ending 1285 for full payment splitconfirmed TSA number when askedagreed to pay full balance immediately rather than depositconfirmed specific arrival and departure dates for cruisealready paid for two cabins on princess cruise departing June 15thproactively provided both booking numbers to assist agentwilling to provide both booking numbers to expedite resolutioncommitted to follow-up conversation after this issue resolvesconfirmed booking with credit card already providedrequested confirmation of cabin assignments for family membersdiscussed referral credits for daughter and grandson's reservationsexploring future rail travel options with agentplanning June or end-of-August travel datesconfirmed booking with credit card already on filerequested agent proceed with confirmation immediatelynamed travel companions and cabin assignments for multiple bookingsexpressed interest in future rail trips to Canada with friendplanning June to late August travel datesprovided credit card information and authorized $200 per reservation depositnamed all four travelers with full details including dates of birth and addressesselected specific cabin locations on Marina Deck and committed to holdagreed to final payment deadline of March 17thconfirmed willingness to proceed pending daughter's approvalselected specific cruise: Princess Discovery, Seven-day Inside Passage, June 15specified exact cabin requirements: two adjacent rooms with balconies, mid-ship preferredprovided full names, dates of birth, and contact info for four travelersprovided credit card information and authorized $200 deposit holdstated referral source: Roma and Max Allenagreed to hold cabins until Friday and committed to confirm by tomorroweager to proceed with booking, asked to nail down contact detailseager to 'nail this down' and provided full contact details for callbackactively seeking price comparisons to commit to Alaska cruise third week Junewilling to book multiple trips with specific dates identifiedopen to trying new cruise lines like Viking and Celebrity on recommendationexpressed urgency to finalize Alaska booking before grandchildren's schedules changenamed specific travel timeframe: third week of Juneidentified travel companions: daughter and two adult grandchildrenexpressed openness to Celebrity as alternative despite unfamiliaritycommitted to narrowing options before grandchildren book elsewherewilling to do concurrent research to expedite decision |
|---|---|
| Objections | confused about email communication threads with Pavlusunclear which department handles transfers and what is includedtwo excursions were rejected by booking system with no explanationneeds clarification on meeting time for shuttle to ship on cruise dayconfused about transfer options and whether they're included or additional costexcursion booking system rejected two shore excursions without clear reasonemail communication thread unclear—uncertainty whether messages are being receivedconcerned about late-night return flight after six-hour Kennedy Space Center tourunsure if tour operator would drop guests at airport hotel directlyconcerned about late-night return flight timing to Phoenix after six-hour tourneeded clarification on whether excursion operator would drop them at airport hotelpayment charged to credit card but no confirmation received or visible in accountprevious agent Renee had difficulty locating booking numberspayment charged to credit card but not credited in accountconfirmation email never received after March 7th paymentprior agent Renee had difficulty locating booking in systemprefers smaller ships over big cruise lines in futureconcerned about website functionality and booking processwants to avoid early arrival day to maximize time with grandchildrenconcerned about timing of Seattle excursion relative to flight bookingprefers smaller ships, not keen on big cruise ships with crowdswants to verify insurance options before committing to Princess offeringunsure whether Pavlus books rail products like Amtrak or Vacations by Railconcerned about high per-cabin rate of $5,168 and needs daughter's approvalfrustrated with Princess website technical issues during cabin searchdislikes electronic-only luggage tags instead of paperconcerned about cabin pricing at $5,168 per cabin; wants to discuss with daughter firstfrustrated with paper luggage tags and prefers electronic documentationwebsite technical issues made cabin research difficult for both partiesconcerned assigned planner might be unavailable for extended periodconcerned about assigned agent's availability and whether to switch to different plannerdisappointed with recent Holland America cruise quality and atmosphereuncertain whether smaller ships or timing was the actual problemconcerned about spending more money on Rocky Mountaineer without added valueneeds to lock in plans quickly before adult grandchildren make other commitmentsHolland America disappointed on recent Mexican cruise over school holidaysconcerned Rocky Mountaineer charges premium pricing for no added valueworried grandchildren will make other plans if booking delayeduncertain if Holland America recent poor experience was anomaly or pattern |
| Latest emotional read | No customer engagement occurred; this was a voicemail left on an answering machine. No emotional state could be assessed. |
AI workup
Generated on demand by Claude Sonnet from the 16 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 (16 analyzed, 0 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-06 23:21 | Victoria Hill | neutral (0.00) | Researching | If the customer calls back within the window Victoria provided, ensure the agent has confirmed the correct spelling and pronunciation of th… | call data | Dialpad ↗ |
| 2026-08-06 23:21 | Victoria Hill | neutral (0.00) | Researching | Follow up with a text or email containing Victoria's callback details and availability window, since the voicemail may not be retrieved pro… | call data | Dialpad ↗ |
| 2025-09-19 17:33 | Victoria Hill | positive (0.75) | Ready to Book | Send Joanne a written summary email within 24 hours confirming all booked items (flights, hotel, insurance, shuttle details, and pickup tim… | call data | Dialpad ↗ |
| 2025-09-19 17:32 | Victoria Hill | positive (0.75) | Ready to Book | Send Joanne a written summary email confirming: (1) flight booking for Joanne and William Ames Miller on American Airlines with air insuran… | call data | Dialpad ↗ |
| 2025-09-08 23:01 | Victoria Hill | positive (0.75) | Booked | Send confirmations for both passengers and the cruise itinerary by end of day. Provide flight options from Phoenix carriers (including Cele… | call data | Dialpad ↗ |
| 2025-09-08 23:01 | Victoria Hill | positive (0.75) | Booked | Send confirmations for both passengers by end of business today, including cruise itinerary with excursion details and dress code. Follow u… | call data | Dialpad ↗ |
| 2025-03-13 19:42 | Anastasia Thomas | positive (0.40) | Support | Anastasia should retrieve the Princess cruise line account statement by end of business today, confirm both cabin payments are posted, obta… | call data | Dialpad ↗ |
| 2025-03-13 19:42 | Guest Relations | positive (0.60) | Support | Anastasia should request the Princess cruise statement by end of business and confirm the two payments (for cabins 8Q5MG and 825MGC) are po… | call data | Dialpad ↗ |
| 2025-02-12 17:34 | Victoria Hill | positive (0.75) | Booked | Research and send Joanne details on Vacations by Rail Canadian itineraries with pricing and dates (before end of August); confirm Princess … | call data | Dialpad ↗ |
| 2025-02-12 17:34 | Victoria Hill | positive (0.75) | Booked | Send detailed confirmation email with cabin assignments, referral credit confirmation, and a summary of the three open items: (1) Princess … | call data | Dialpad ↗ |
| 2025-02-11 18:33 | Victoria Hill | positive (0.75) | Ready to Book | Contact John by her preferred method (phone or email) by end of business Friday to confirm whether daughter Ellen approved the $5,168-per-c… | call data | Dialpad ↗ |
| 2025-02-11 18:33 | Victoria Hill | positive (0.75) | Ready to Book | Contact John by phone or email (his preference) by end of day tomorrow with confirmation from his daughter Ellen regarding the two mini-sui… | call data | Dialpad ↗ |
| 2025-02-11 17:37 | Tina Simons | positive (0.60) | Support | Have the assigned planner call John Zondlo back at 602-826-1737 as soon as possible to confirm the booking details and move the sale forwar… | call data | Dialpad ↗ |
| 2025-02-11 17:37 | Reception | positive (0.60) | Support | The assigned travel planner should call back John Zondlo at 602-826-1737 within the same business day to confirm the booking details he is … | call data | Dialpad ↗ |
| 2025-02-03 23:57 | Victoria Hill | positive (0.70) | Researching | Within 48 hours, send John a comparison spreadsheet of Holland America, Princess, Viking, and Celebrity Inside Passage cruises for third we… | call data | Dialpad ↗ |
| 2025-02-03 23:57 | Victoria Hill | positive (0.75) | Researching | Send John written comparison of third-week-June Alaska cruise options (Holland America, Princess, Celebrity, Viking) with availability and … | call data | Dialpad ↗ |