Paul Scherer
Average sentiment
0.47
positive
Trajectory
▲ improving over time
across 6 analyzed calls
Current stage
Booked
Primary planner
Nick Bazzoni
6 calls
Phone
+12146686696
id 5067098821435392
“If it's cheaper I'll use you if it's not I'll use the cruise line.”most recent call
Next best action:
Contact Regent within 24 hours to obtain final travel protection pricing and coverage details for the two regional sailings already booked, then send Paul a side-by-side comparison with the alliance vendor option so he can decide before proceeding to deposit. Simultaneously, send the Disney Magic cruise quote with room hold details and available hotel options (with Pan Pacific highlighted as familiar choice).
Contact Regent within 24 hours to obtain final travel protection pricing and coverage details for the two regional sailings already booked, then send Paul a side-by-side comparison with the alliance vendor option so he can decide before proceeding to deposit. Simultaneously, send the Disney Magic cruise quote with room hold details and available hotel options (with Pan Pacific highlighted as familiar choice).
Narrative
Paul called to provide detailed passenger information for a Disney Magic cruise booking (June 10-17, 2027) for multiple family members across two separate guest profiles to qualify for referral bonuses. Nick systematically collected full names, birthdates, addresses, phone numbers, and email addresses for Paul's immediate family (Paul Jr., Tara, and their children) and for Daniel, Victoria, Caroline, and Henry May (likely grandchildren or extended family). Nick also confirmed room preferences (one ocean view and one inside cabin, same level) and discussed pre-cruise hotel options, with Paul expressing familiarity with the Pan Pacific. The call concluded with discussion of travel insurance options for both the Disney cruise and existing Regent bookings; Paul indicated he would use the cheaper option (likely Regent vendor protection) and Nick agreed to investigate Regent's specific coverage and pricing before proceeding. Nick secured Paul's existing Visa on file for payment processing.
How they see Pavlus
+ customer mentioned Tyler from customer relations helped with transfers and second night arrangements for Hong Kong spring trip
+ customer said he always prefers to book with travel agent vs cruise line directly, implying established trust with Pavlus
+ praised Tyler in customer relations for helping with transfers and second night for Hong Kong trip
+ expressed comfort using Pavlus for travel insurance if pricing is competitive with vendors
+ implied satisfaction with prior planner Lauren's work ('Lauren did that,' 'when I talked to Lauren')
· understood Pavlus's process of having Regent suggest airfare first, then Pavlus sourcing competing bids
+ customer speaking from repeat business; references prior planner Lauren positively by name; willing to refer sister based on existing relationship
· customer initially mistook incoming call from Nick as spam, suggesting may not have been clearly identified in previous communications
Customer behaviors observed
collecting information from spouse and extended family members to provide complete passenger detailsactively managing multiple concurrent bookings (Disney 2027, Regent sailings for next year, Hong Kong spring trip)deferring final insurance decisions pending comparison of vendor vs agent pricingleveraging referral bonus structure by requesting separate guest profilesreferencing successful prior interactions with specific team membersproviding detailed passenger information for large multi-generational family groupleveraging existing relationship and referral networkconsolidating multiple active bookings with agentcomparing insurance pricing between vendor and travel agent optionsbuilding on established trust with prior trip supportdeferring airfare work until closer to final payment deadlineleveraging agent relationships to explore ancillary add-onsgenerating referrals for the agencysetting clear preferences upfront (business class, shortest routing, hotel quality)referral-generating (actively promoting Pavlus to sister)experienced cruise booker (knowledgeable about waitlists, final payment timelines, airfare deposit terms)deferring non-urgent decisions pending timeline milestones (air planning until 2.5 months before final payment)managing logistics across multiple suppliers (cruise line + hotel + airfare)initiating contact or transfer requestacting as a receptionist or gatekeeperperforming a call transfer or screening
| Value perception | Paul stated 'If it's cheaper I'll use you if it's not I'll use the cruise line' regarding insurance, indicating he views Pavlus competitively but price-driven; however, his history of booking multiple trips and his openness to the referral bonus structure suggests underlying trust in the agency despite price sensitivity. |
|---|---|
| Emotional arc | Started task-focused and slightly harried (mentioning his daughter is busy), warmed considerably when Nick mentioned growing up in Saint Louis, creating a personal connection that carried through to the end where the tone became genuinely friendly and appreciative. |
What this customer cares about
| Destinations | Saint Louis, MissouriHong KongDisney Magic sailing destination (June 2027)Disney Magic sailing (June 10-17, 2027)Regent regions sailingsBanco |
|---|---|
| Cruise lines / operators | DisneyRegentDisney Cruise LineRegent (Seven Seas) |
| Topics | Disney cruise bookingRegent cruise protectionPre-cruise hotel arrangementsPassenger information collectionTravel insurance optionsReferral bonusesRegent cruise bookingsTravel insuranceHotel accommodationsReferral bonus eligibilityplanner transition handoffreferral programpenthouse suite waitlist statusairfare sourcingpre-cruise hotel night in Bancocruise itineraryagent transition / new planner introductionpre-cruise hotel arrangement in Bancoairfare sourcing and pricingflight preferences and requirements |
Signals across all calls
| Buying signals | provided full names and addresses for multiple family members including spouse and grandchildrenspecified exact room categories and cabin preferences for June 10-17 2027 sailingconfirmed existing Visa card on file for paymentmentioned prior successful trip with agent (Hong Kong spring trip) and positive interaction with Tyler in customer relationsprovided full names and birth dates for entire family groupspecified room categories and preferences for Disney cruisecommitted to insurance purchase for both upcoming tripsexpressed openness to hotel suggestions from agentconfirmed two Regent sailings already booked for March and October next yearactively exploring pre-trip hotel add-ons in Bancowilling to pay $75-100 deposit for airfare sourcing |
|---|---|
| Objections | uncertain about middle names and birthdates for all family memberspreference to use vendor travel insurance if cheaper than agent optionconcern about whether Regent pricing will beat vendor protection pricinguncertain about best travel insurance provider between vendor and agentconcerned about having correct passenger names matching passportsconcerned about long layovers; prefers shortest routing even if more expensiveskeptical Regent will work aggressively on airfare until final payment duedoes not want 30-hour layovers; prioritizes speed over price on airfarewaiting to finalize air arrangements until closer to final payment due date |
| Latest emotional read | Paul was patient and cooperative throughout, despite some frustration about not knowing all the birthdates and middle names for his extended family members. He showed warmth when discussing his Saint Louis roots with the agent and maintained good humor when his daughter was mentioned. Overall tone was pragmatic and transactional but with moments of levity. |
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, 0 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 15:00 | Nick Bazzoni | positive (0.70) | Booked | Contact Regent within 24 hours to obtain final travel protection pricing and coverage details for the two regional sailings already booked,… | call data | Dialpad ↗ |
| 2026-08-07 15:00 | Nick Bazzoni | positive (0.70) | Booked | Call Regent to confirm travel protection pricing and policy for Paul's existing sailings, then send Paul a consolidated quote for the Disne… | call data | Dialpad ↗ |
| 2026-07-10 17:49 | Nick Bazzoni | positive (0.70) | Support | Nick should follow up by September 1st with competitive airfare quotes (business class, DFW, fastest routing) for both March and October Re… | call data | Dialpad ↗ |
| 2026-07-10 17:48 | Nick Bazzoni | positive (0.70) | Support | Follow up by next week (as promised) with Regent airfare quotes for business class from DFW for both March and October sailings, plus initi… | call data | Dialpad ↗ |
| 2026-07-10 17:48 | Nick Bazzoni | neutral (0.00) | Other | This call was not completed. Ensure Paul Scherer is successfully connected to the correct planner or department on the next attempt. | call data | Dialpad ↗ |
| 2026-07-10 17:48 | Nick Bazzoni | neutral (0.00) | Other | No follow-up action is warranted for Pavlus based on this fragment. This appears to be a misdirected or incomplete call transfer. | call data | Dialpad ↗ |