Average sentiment
0.55
positive
Trajectory
▲ improving over time
across 14 analyzed calls
Current stage
Ready to Book
Primary planner
Emonee Pourier
plus 8 others
Phone
+13104288878
id 5277213722746880
“We're really lucky that the tour still have space when I called yesterday. So, just hoping to book it.”most recent call
Next best action:
Call the customer back with: (1) confirmation of whether the $4,548 price already includes the 15% last-minute discount offered on the Trafalgar website; (2) insurance options and pricing for travelers in their seventies; (3) confirmation that tour guide and driver tips can be pre-booked; and (4) final invoice and payment processing.
Call the customer back with: (1) confirmation of whether the $4,548 price already includes the 15% last-minute discount offered on the Trafalgar website; (2) insurance options and pricing for travelers in their seventies; (3) confirmation that tour guide and driver tips can be pre-booked; and (4) final invoice and payment processing.
Narrative
The customer called to book a Trafalgar European world tour (WHIRL) departing August 14th (one week away) for five people: herself, her sister, best friend, uncle (birthday celebrant), and cousin. The group had confirmed only three spots a month ago but could now confirm five, making this a last-minute family celebration trip. The agent quoted pricing ($4,548 for twin rooms, $5,598 for a single) and discussed a potential cashback rebate, though the customer raised a question about whether a 15% last-minute website discount was already applied to these prices—the agent committed to confirming this with the tour operator. The customer had already booked flights independently. The agent collected the customer's address information (updating from an old address to her mother's address in Santa Monica), confirmed the group member details would be sent via email, and committed to calling back with final details, insurance options, tour guide tip pre-booking information, and payment processing. No payment was taken in the call.
How they see Pavlus
· customer mentioned she hasn't booked with Pavlus in probably ten years, and was unsure if some travelers were in their system
+ customer confirmed that Stephanie, Cynthia, and Sabrina have done trips with Pavlus in the past, implying satisfaction
+ customer offered to send email with traveler details to streamline the process, showing willingness to work with the agent's system
+ customer noted that Stephanie, Cynthia, and Sabrina have traveled with Pavlus in the past with positive outcomes, showing repeat customer confidence
· customer mentioned not having booked with Pavlus in probably ten years, implying some lapsed relationship but no negative indicator
+ agent Madison was responsive, organized, and proactively offered to email the customer and coordinate details, creating a smooth experience
− previous agent was unresponsive to texts for months and pushed back defensively when asked about online booking options
+ long-standing 20-year customer loyalty to Pavlus; values the agency's discount enough to want to book through them rather than direct
+ 21 more observations
Process friction they hit
- agent initially quoted pricing without immediately clarifying whether last-minute discounts from the tour operator were already factored in, requiring a callback to confirm
- previous agent unresponsive to customer texts over several months
- unclear communication about who was responsible for confirming/booking the reservation
- defensive response from agent when customer asked about self-service online booking options
- customer had to self-verify availability online because agent didn't provide clear guidance
- prior agent was unresponsive to customer's repeated texts about booking status
- prior agent gave confusing/defensive response when customer asked about booking online
- customer had to call back and request a new agent due to service failure
- prior call was dropped mid-conversation, requiring customer callback
- call disconnected mid-conversation, requiring customer to call back
- customer had to re-explain her request to a different agent instead of being immediately connected to her existing planner or a planner with context
- agent placed customer on hold without confirming a timeline or guaranteeing a planner would be available
- customer's primary agent (Andrea) unavailable on the day customer needed urgent pricing decision with one week to departure
- customer had to re-explain tour details and discount structure to receptionist instead of being transferred directly to available planner
Customer behaviors observed
explaining complex family travel history and building group at last minuteseeking to consolidate all booking details in one interactionproactively offering to send traveler information via emailasking clarifying questions about pricing structure and discountsinquiring about optional add-ons like insurance and tip pre-booking before paymentcoordinating a multi-generational surprise group tripmanaging last-minute availability confirmation across five travelersproactively sending supporting information via email to speed bookingseeking clarification on pricing, discounts, and add-on options before committingasking about insurance and gratuity options for older travelerswilling to defer payment until agent contacts tour operatorventing about poor service from previous agentcomparison-shopping: considering booking directly with cruise line instead of through Pavlusdemonstrating urgency: needs to book within one weekseeking agent reassignment and fresh startself-service research: already checked availability independentlylong-term loyal customer attempting to rebook after schedule changecomparison-shopping: willing to book direct online vs. using Pavlusready to transact same-day with $20,000 spendventing frustration about prior agent's communication and accountabilitypre-qualifying availability directly with tour operatorseeking price confirmation and discount stacking clarityasking detailed questions about add-on handling and paymentdeferring booking decision pending family discussioncomparison-shopping discount terms (Pavlus 10% vs operator 15%)gathering final pricing clarification before committingdeferring decision pending family approvalasking detailed policy questions about discount stacking and add-on eligibilityreturning customer validating terms before rebookingfollowing up on dropped callseeking discount confirmation for group tourdeferring to agent for transfer to plannercalling back after dropped connectionseeking discount confirmationdeferring to another agent for resolutioncomparison-shopping Pavlus pricing against direct tour operator bookingtrying to reconnect with a known agent to expedite the processseeking to finalize a group booking with a hard departure deadlinedeferring family communication pending agency pricing confirmationevaluating agency discount value vs direct booking with tour operatorconsolidating family group travel plans with multiple participantsworking under time pressure (one week to departure) to finalize and communicate pricing to family membersseeking urgent clarification on promotional stacking before committing to purchasecomparison-checking Globus website prices against Pavlus quotesconsolidating family group logistics and room configurationsdeferring final decision pending uncle's employer approvalrequesting comprehensive information before committing (quotes, excursion pricing, insurance details)asking detailed clarifying questions about discount structures and payment termsDetailed itinerary planning for multi-generational family groupPrice-conscious and discount-seeking (mentioned promotions triggered past bookings)Performing due diligence before commitment (requesting excursion pricing, insurance details, cancellation policy)Deferring final decision pending spouse/family approvalRequesting documentation via email to review before bookingProtecting elderly relatives by researching trip protection insurancereengaging after multi-year hiatusseeking planner continuity and familiar relationshipsinitiating new booking with clear product intent (tour)returning after multi-year gapseeking continuity with familiar plannerready to move forward with new bookingaccepting of agent transfer
| Value perception | Customer did not explicitly state a view of Pavlus's value vs. alternatives, but her willingness to book through Pavlus after having booked directly with Trafalgar in the past, combined with positive references to prior Pavlus bookings by travel companions, suggests she perceives value in the agency's coordination and insurance/service options. |
|---|---|
| Emotional arc | The customer maintained a calm, methodical tone throughout the call, growing slightly more engaged when discussing the uncle's 70th birthday celebration and protective concerns about elderly travelers' health risks, but remained collaborative and appreciative. |
What this customer cares about
| Destinations | EuropeSouth AmericaLondon |
|---|---|
| Cruise lines / operators | GlobusTrafalgarPavlus TravelHR FolgerTauck (HR Folger escorted tour)Rafal |
| Topics | European tour bookinglast-minute group travelbirthday celebration triproom configurationspricing and discountstravel insurance optionstour guide tips pre-bookingpassenger information collectionmulti-generational trip planningtravel insurance for seniorstour guide/driver tippingchange of agentlast-minute bookingtravel packagediscount negotiationcustomer service issuerebooking after party availability changedswitching to new agentdissatisfaction with prior agent responsivenessseeking Pavlus discount vs. direct bookingescorted tour pricingloyalty/repeat customer discountmulti-person group bookinginsurance and add-onsprepaid gratuitiesparty of five bookinginsurance and gratuitiesdiscount stackingdiscount verificationgroup tour bookingcall reconnectiondiscount confirmationgroup tour pricinggroup discount verificationpromotional pricing comparisontour operator direct vs agency bookingtour operator discount stackingEuropean Tapas with London tour bookinggroup accommodation (double and triple rooms)tour pricing and discountsdeposit and payment termspre- and post-tour hotel nightsexcursion pricingtrip cancellation insuranceavailability and hold periodsEuropean tour booking (Globus)Group family travelPre/post tour hotel nightsExcursions and budget planningDeposit and payment scheduletour bookingreturning customer reengagementplanner continuityreturning customer reconnectionplanner availability |
Signals across all calls
| Buying signals | confirmed group size of five people with specific room configurationprovided personal details via email for all five travelershad already purchased flights independently day beforestated uncle's birthday is the trip purpose and wants to finalize bookingprovided billing address and contact information without hesitationinquired about tour guide tip pre-booking as part of booking processconfirmed five spots needed: one single, two double roomsuncle's birthday party of five ready to commitalready purchased airfare separately yesterdayprovided billing address and phone number for processingemailed personal details for all five travelers proactivelyasked about pre-booking tips and insurance options to finalize bookingconfirmed party availability yesterday and ready to book immediatelyalready purchased plane tickets for week-long tripwilling to spend $20,000 todayverified availability online independentlyrequested agent reassignment to move forwardstated intention to spend $20,000 and book todayalready purchased plane tickets for departure in one weekconfirmed party availability yesterdaychecked availability independently and confirmed it's availableconfirmed vacation dates and availability for party of fivealready spoke with operator this morning to verify spacesstated intention to 'finalize with family and then hopefully book'asking detailed questions about booking process and add-on pricingconfirmed vacation dates and full party availability with agent Trigerexplicitly stated 'hopefully book him' after clarification callasked detailed questions about add-on purchases (insurance, gratuities) before bookingstated planning to purchase ASAP and needs pricing to finalize with familyhas group of people with vacation clearance and confirmed departure in week and a halfready to commit and report back to family members on pricingstated departure in a week and a half requiring urgent pricing decisionconfirmed group headcount finalized and all family members have vacation clearanceexplicitly said planning to purchase ASAP and needs to relay pricing to familynamed five specific family members and their room configurationsconfirmed departure and return dates (September 5-20)asked detailed questions about deposits and payment schedulesrequested quotes be sent to proceed with booking Monday or Tuesdayinquired about pre- and post-tour hotel night optionsasked about trip cancellation insurance for elderly relativesNamed five specific family members and their ages for the bookingRequested deposit amounts and payment schedule detailsAsked for pre/post tour hotel night pricingProvided email address and confirmed receipt of direct phone numberStated intent to book Monday or Tuesday pending family approvalAsked about cancellation policy suggesting serious consideration of commitmentexplicitly stated intention to make a new reservationproactively called to initiate booking processexplicitly stated intent to make a new reservationready to discuss tour details with transfer agent |
|---|---|
| Objections | uncertainty about whether cashback was already applied to quoted priceneed to confirm if 15% last-minute discount is already included in $4,548 quoteconcerned about insurance options for travelers in their seventieswanted pre-booking capability for tips before final paymentuncertainty about whether 15% last-minute discount on website applies to quoted priceneed to verify insurance options are suitable for travelers in their seventiesunfamiliar with pre-booking gratuities process from prior Globus bookingsfrustrated with previous agent's unresponsiveness and defensive attitudeconcerned about unclear responsibility for confirming bookingsconsidering booking directly instead of through Pavlus if not resolved quicklyfrustrated with prior agent's responsiveness and defensive communication stylequestioning whether to book direct online vs. using Pavlus for discountwanted to confirm discount stacking: Pavlus 10% on top of Tauck's 15% web offerquestioning whether Pavlus discount is better than booking directly with Rafal operatorconcerned about missing out on additional discounts beyond 15% shown on websiteuncertain if agency discount stacks on top of existing 15% web promotionconcerned about getting better pricing by booking directly with tour operator insteaduncertain whether uncle can confirm time off until Mondayconcerned about total cost with airfare and excursions for elderly travelerswants to verify all discounts are applied correctly before committingUncertainty about whether sold-out tours hold hidden inventory at agenciesNeed to confirm uncle's availability before committing to datesuncertainty about whether previous planners are still available after six or seven years |
| Latest emotional read | The customer was warm, collaborative, and enthusiastic throughout the call. She spoke freely about her travel history and family dynamics, showing comfort and trust in the agent. There was no frustration or anxiety despite the last-minute nature of the booking; instead, she seemed relieved that space was available and eager to move forward. Her tone remained consistently upbeat and helpful when providing information. |
AI workup
Generated on demand by Claude Sonnet from the 14 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 (14 analyzed, 6 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 14:39 | Madison Silvernail | positive (0.75) | Ready to Book | Call the customer back with: (1) confirmation of whether the $4,548 price already includes the 15% last-minute discount offered on the Traf… | call data | Dialpad ↗ |
| 2026-08-07 14:39 | Madison Silvernail | positive (0.80) | Ready to Book | Call Trafalgar immediately to (1) confirm the $4,548 twin/$5,598 single pricing reflects the 15% last-minute discount from the website, (2)… | call data | Dialpad ↗ |
| 2026-08-07 14:34 | Victoria Mendoza | neutral (0.30) | Rebooking | Madi should contact Stephanie within 24 hours with a specific booking proposal for the week-long departure, confirmed dates, cabin options,… | call data | Dialpad ↗ |
| 2026-08-07 14:34 | Victoria Mendoza | neutral (0.30) | Ready to Book | Madi should immediately confirm the trip details (cruise line, cabin category, sailing date, destination, number of guests, any special req… | call data | Dialpad ↗ |
| 2026-08-07 14:34 | Pavlus Travel | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-06 17:39 | Andrea Zacarias | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-06 17:39 | All Pavlus Recording | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-06 17:39 | Z-Andrea TF | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-03 22:48 | Heather Baca | positive (0.75) | Ready to Book | Send a summary email within 24 hours confirming the 10% loyalty discount structure, the 15% operator promotion stacking, and the add-on (in… | call data | Dialpad ↗ |
| 2026-08-03 22:48 | Heather Baca | positive (0.75) | Ready to Book | Schedule a brief callback or send a summary email within 24–48 hours (before the tour departs in ~10 days) confirming the final price quote… | call data | Dialpad ↗ |
| 2026-08-03 22:46 | Emonee Pourier | neutral (0.30) | Support | Heather should immediately review Stephanie's group tour booking and confirm the discount eligibility and rate when she picks up the call. | call data | Dialpad ↗ |
| 2026-08-03 22:45 | Emonee Pourier | neutral (0.50) | Support | Heather should immediately confirm the discount eligibility on Stephanie's group tour and provide written confirmation of the final rate be… | call data | Dialpad ↗ |
| 2026-08-03 22:44 | Pavlus Travel | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-03 22:38 | Emonee Pourier | neutral (0.30) | Ready to Book | When a planner becomes available, immediately confirm the specific escorted tour Stephanie is booking, pull the current 15% promotional rat… | call data | Dialpad ↗ |
| 2026-08-03 22:38 | Emonee Pourier | neutral (0.30) | Ready to Book | When the available planner picks up, they should immediately verify the exact all-in price per person for Stephanie's group under Pavlus's … | call data | Dialpad ↗ |
| 2026-08-03 22:38 | Pavlus Travel | not analyzed | — | call data | Dialpad ↗ | |
| 2026-05-14 19:30 | Andrea Zacarias | positive (0.75) | Ready to Book | Send Stephanie the itemized quote for both rooms, the excursion price list, and Globus/Allianz trip insurance quotes by end of business tod… | call data | Dialpad ↗ |
| 2026-05-14 19:30 | Andrea Zacarias | positive (0.75) | Ready to Book | Send Stephanie an email by end of business today with: (1) the full quote for both rooms with all applied discounts clearly itemized, (2) t… | call data | Dialpad ↗ |
| 2026-05-14 19:26 | Victoria Mendoza | positive (0.60) | Researching | Andrea should confirm Stephanie's tour preferences (destination, dates, group size, budget) during the transfer and capture any account not… | call data | Dialpad ↗ |
| 2026-05-14 19:26 | Reception | positive (0.60) | Researching | Andrea should confirm the tour destination and dates Stephanie is interested in, then provide detailed itinerary and pricing. Follow up wit… | call data | Dialpad ↗ |