Tori Rice
Average sentiment
0.54
positive
Trajectory
▲ improving over time
across 24 analyzed calls
Current stage
Support
Primary planner
Mandy Mac Mullin
plus 15 others
Phone
+15128094243
id 5442602866319360
“I just wanted to be able to communicate with them cause I know it's pretty hectic when we get there.”most recent call
Next best action:
Lydia should follow up with Amstar (Sune) within the next 2–3 hours to request they resend the digital communication setup link to Tori at tmrice13@gmail.com, and send Tori a confirmation email summarizing the terminal pickup details (blue shirt, sign, exact location) so she has it offline.
Lydia should follow up with Amstar (Sune) within the next 2–3 hours to request they resend the digital communication setup link to Tori at tmrice13@gmail.com, and send Tori a confirmation email summarizing the terminal pickup details (blue shirt, sign, exact location) so she has it offline.
Narrative
Tori called to nail down dates and pricing for a group girl trip to an all-inclusive resort in Cancun. The group fluctuates between 4 and 7 people, with some members still uncertain about attending or passport acquisition. Mandy provided pricing for the TRS resort ($328,650 for six people in two triple rooms for August 7–10), confirmed pricing doesn't vary significantly by date, explained room configurations and view upgrades ($50 per room for pool side), and clarified that the Royalton alternative is unavailable in August. Tori asked detailed questions about hurricane season risk, and Mandy advised Dominican Republic might be safer than Mexico in August, though Tori's group is locked into early August due to her sister's internship schedule. They discussed deposit ($50 per person, refundable until 45 days before departure), final payment timing, and cancellation policies. Mandy agreed to email pricing for three room-configuration scenarios by end of day. No booking was placed, but Tori committed to confirming final headcount and arranging deposits.
How they see Pavlus
+ agent was helpful in locating the email and clarifying that the transfer was confirmed
− customer expected to have received the driver communication setup email earlier and had to call from the airport to clarify
+ appreciated agent Lydia's quick confirmation and follow-up offer: 'I appreciate it'
· had not received the expected email communication from colleague Tyler before call, but email arrived during the call
+ customer thanked the agent for resending the information and praised the quick resolution
− customer expressed frustration that the transfer instructions were not straightforward and had not arrived as expected in the first place
+ thanked the agent for resending confirmation details and offering multiple contact methods
· noted surprise that transfer instructions came as an embedded link in confirmation rather than standalone email: 'it's not straightforward'
+ 29 more observations
Process friction they hit
- customer did not receive email with driver contact instructions before departure
- digital communication setup step was unclear or not completed in time
- customer had to call for clarification while already on the plane
- customer did not receive Amstar Connect email notification 72 hours before pickup as expected; email was sent by colleague Tyler but arrived only during the call, not in advance
- digital communication setup process was not clearly explained in confirmation—customer was unsure whether it was mandatory for pickup
- confirmation email with transfer instructions did not arrive or was not clearly accessible to the customer before the call
- transfer instructions are embedded in a confirmation email link rather than sent as straightforward standalone communication, creating confusion
- Transfer instructions were sent as a link embedded in confirmation email rather than as clear standalone documentation, causing customer confusion
- customer did not receive confirmation email from Sunday call about taxi transfer, despite agent note that it would be sent
- customer did not receive promised confirmation email from Sunday call about taxi/transfer to resort
- Flight information was missing from the booking because customer purchased flights separately through Expedia, requiring manual data entry by agent to complete the transfer arrangement
- call was dropped during transfer, forcing customer to call back and repeat context to a new agent
- call was dropped during transfer to another agent, requiring customer to re-dial
- customer had to repeat their issue to a second agent instead of seamless handoff
- planner went out sick without confirming party-size change with resort
- customer emailed update to planner but received no confirmation or updated invoice
- no handoff protocol apparent when primary planner became unavailable
- primary planner (Mandy) became unavailable without a clear backup or follow-up on pending changes
- customer did not receive updated invoice or room consolidation confirmation after submitting change request
- change request appears to have been logged but not acted upon (resort may not have been contacted to confirm the room modification)
- planner Mandy unreachable for one week during active trip planning phase
- customer's assigned planner went unreachable for a full week without proactive outreach, forcing customer to initiate callback
- customer unable to reach assigned planner for over a week despite active ongoing project
- unconfirmed pricing on modified dates blocking customer's ability to finalize group booking
- assigned planner unresponsive for over one week despite active trip planning needing booking confirmation
- customer had to make inbound call to reconnect rather than planner proactively following up on pending pricing
Customer behaviors observed
calling while on airplane before takeoffseeking reassurance on a critical logistical detailtrying to set up direct driver communication for arrivaldeferring to agent expertise on what was required vs optionalcalling from airport while boarding to resolve last-minute transfer questionexpressing anxiety about inability to contact driver in real-timeseeking reassurance about pickup confirmationchecking email during call to verify agent's informationcalling to verify a prior booking due to missing confirmationexpressing time urgency ahead of flight departurerequesting resend of critical information via multiple channels (email and text)checking on pre-trip logistics before departureseeking reassurance on ground transportaccepting multiple delivery methods for confirmationchecking in on unresolved prior requestplanning resort activities and reservations ahead of arrivaldelegating administrative details to agentremembering prior trip experience (missed Capori last time, used boggy/cabana before)following up on a prior commitmentgathering information for upcoming tripmaking dining and activity reservationsdeferring some decisions pending research (will email back with dinner preferences)calling to clarify package inclusions on existing bookinggathering and reading flight details from a separate Expedia confirmationseeking clarity on next steps and transfer contact informationgathering information about existing booking logisticsproviding detailed flight information when requestedasking clarifying questions about next steps and contact protocolverifying payment logistics before auto-chargeconfirming incentive details mentioned by prior agentschecking in proactively to avoid confusion during staff absenceverifying payment mechanics before autopay triggerconfirming booking details and agent continuitychecking for promotional benefitsmanaging a group booking changeseeking price adjustment after group member dropoutworking against a payment deadlinefollowing up on interrupted booking modificationmanaging urgent payment deadline (due next week)waiting for price recalculation on downsized group rentalseeking missing payment informationconfirming party compositionverifying that change was communicated to resortprepared with booking reference numbercooperating fully with agent instructionscalling to resolve a payment discrepancy before a deadlineprepared with booking number and guest detailsseeking confirmation that changes were processed with the resortdeferring to another planner to finalize the adjustmentquickly confirming removal of one group membermaking room upgrade decision on the spotwilling to absorb additional cost without negotiationverifying no further action needed from their endconfirming travel party changesmaking quick decisions on room preferenceswilling to absorb additional costs for preferred amenitiesnegotiating group composition and room configurations to optimize costdeferring final decision pending sibling and group member confirmationsprice-shopping across multiple room layouts and headcountsasking clarifying questions about policies before committingseeking agent expertise on destination safety and seasonal riskcomparing multiple resort options and date combinationsdeferring final headcount pending group member confirmationcoordinating trip around one member's internship timelinerequesting multiple pricing scenarios (4, 6, and 7 people configurations)clarifying cancellation and modification policies before committing to depositrequesting backup contact info for when agent is on vacationreaching out to reconnect with assigned plannerattempting to restart stalled booking processproviding callback contact to expedite follow-upseeking to reconnect with assigned travel plannerattempting to move forward on bookingsaccepting callback arrangement as resolutionmanaging group logistics for seven-person tripiterating on trip details with planner (date and location changes)seeking confirmed quotes before committing to bookingdeferring to assigned planner rather than taking booking directlycoordinating multi-party group booking (seven people)actively iterating on trip details (dates and locations changed mid-planning)seeking cost confirmation before committing to bookingdeferring decision pending receipt of updated pricing from plannerrequesting transfer to specific agent by first namecalling back to reach known contactrequesting specific agent by first nameaccepting transfer without question
| Value perception | Tori did not explicitly articulate Pavlus's value versus booking direct, but she engaged with Mandy's expertise on hurricane season and accepted that Pavlus does not compete in certain segments (domestic, Puerto Rico all-inclusive), suggesting she views Pavlus as specialized in international group travel. |
|---|---|
| Emotional arc | Customer started slightly concerned about a missed email but warmed immediately once the agent located the booking and took ownership; remained collaborative and appreciative through the end, even joking about remembering additional questions. |
What this customer cares about
| Destinations | Destinresort in back (unclear location)FloridaWashingtonDominican RepublicCancunMexicoPuerto RicoSouth Florida |
|---|---|
| Cruise lines / operators | AmstarFund Jet VacationsFun Jet VacationsOnclusiveTRS (The Royal Sands or similar all-inclusive resort)Royalton Playa del Carmen Autograph CollectionDreams ResortTRS (The Royal Sands)Royalton Playa del Carmen |
| Topics | airport transfer pickupdigital communication setupdriver contactconfirmation email deliveryairport transfer confirmationmissing email notificationAmstar Connect digital communication setupdriver contact instructionsshuttle pickup logisticsemail delivery issuetransfer instructionsairport shuttle confirmationarrival logisticsresort dinner reservationscabana/bungalow bookingemail confirmation follow-upresort dining reservationsspecial event booking (Capori)activity reservation (boggy)airport transfer logisticsresort package inclusionsflight information collectionbooking confirmationground transportation setuptransfer confirmationpayment processing confirmationmulti-agent coordinationPavlus cash-back perkpayment processingPavlus perk / cashbackagent transitiongroup booking modificationroom consolidationprice adjustmentpayment due datepayment deadlinefinal payment adjustmentparty size changeroom configuration updateinvoice clarificationinvoice confirmationgroup size adjustmentroom configurationroom upgrade decisiondeposit managementroom view upgradedeposit handlinggroup trip pricingroom configurationsdate selectionhurricane season concernsdestination alternativesdeposit and cancellation policypassport requirementsall-inclusive resort pricingroom configurations and pricingtravel dates and availabilityhurricane season riskcancellation and modification policiesdeposit and payment termspassport and ID requirementsvacation planningbooking coordinationagent availabilitybooking assistancegroup resort bookingbachelor party planningpricing confirmationdate changeslocation changeslocation optionsbachelorette trip planning |
Signals across all calls
| Buying signals | confirmed removal of one traveler from five-person bookingaccepted room configuration of two rooms for two people eachagreed to pay $50 per room upgrade cost for poolside roomsconfirmed removal of one traveler (Anna) from five-person groupagreed to pool side room upgrade at additional costwilling to pay $50 per room extra for preferred viewrequested specific pricing for multiple room configurationsasked about deposit requirements and cancellation policy detailsconfirmed preferred dates and room typesasked agent to email final pricing before booking decisioncommitted to gathering legal names and deposit information from grouprequested pricing for multiple room configurations to finalize decisionconfirmed specific travel dates (seventh through tenth, August)asked about deposit and payment timeline before bookingrequested confirmation email with pricing optionscommitted to getting back with final headcount and deposit amountsvacation scheduled for August with clear booking intentproactively calling to restart booking processleft contact number to be reached backconfirmed August vacation timeline and intent to book imminentlyorganizing group of seven girls for sister's bachelor partyexplicitly stated ready to move toward booking phaserequested budgeting information to finalize group costready to move forward with booking once pricing confirmedactively coordinating seven-person group commitmentrequesting confirmed prices as prerequisite to booking |
|---|---|
| Objections | never received email with driver contact details before pickupconcerned about ability to message driver on arrival dayunclear whether digital communication setup was completednever received email with Amstar Connect driver contact details before flightconcerned about communicating with driver in real-time upon arrivalhad not received email with transfer pickup details before flight departureunsure if room change was confirmed with resortconcerned about being charged for four people when only three attendingno updated invoice received despite email to plannerconcerned about being charged for four people when only three are attendinguncertain whether resort confirmation was sent to correct the bookingconcerned about hurricane season timing in August for Mexicouncertain about final group size affecting pricingwanted to explore cheaper alternative resort but it wasn't availablesister's internship schedule constraints force August datesconcerned about hurricane season in August affecting flights and cancellationsuncertain final headcount between 4 and 7 peopleunsure if some group members will secure passports in timewanted cheaper alternative resort (Royalton) but it's unavailable in Augustplanner Mandy has been unreachable for a full week despite upcoming tripassigned agent unreachable for a full week despite upcoming tripdelayed response from assigned planner over a weekneeds confirmed prices on changed dates before proceeding to bookingunable to reach assigned planner for over a week despite needing confirmed pricesuncertain how to obtain updated pricing after changing dates and locations |
| Latest emotional read | Customer started anxious and slightly frustrated—they were already on a plane heading to their destination and lacked critical pickup information. As Lydia confirmed the transfer was in place and located the recent email, the customer's anxiety visibly decreased. By call end, the customer expressed appreciation and relief. |
AI workup
Generated on demand by Claude Sonnet from the 24 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 (24 analyzed, 8 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 14:54 | Lydia Lagos | positive (0.60) | Support | Lydia should follow up with Amstar (Sune) within the next 2–3 hours to request they resend the digital communication setup link to Tori at … | call data | Dialpad ↗ |
| 2026-08-07 14:54 | Lydia Lagos | positive (0.60) | Support | Follow up with Amstar within the next 2–4 hours to confirm whether they can resend the digital communication email to trice13@gmail.com, an… | call data | Dialpad ↗ |
| 2026-08-07 14:54 | Z-Guest Relations IVR | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-07 14:35 | Tyler Snow | positive (0.60) | Support | Follow up with Tori Rice within 1 hour after this call (by ~1:15pm if call was around 12:15pm) to confirm receipt of the resent email and t… | call data | Dialpad ↗ |
| 2026-08-07 14:35 | Tyler Snow | positive (0.60) | Support | Follow up via email or text within 24 hours to confirm Tori received both the screenshot and the resent email link, and ask if she has any … | call data | Dialpad ↗ |
| 2026-08-07 14:35 | Z-Guest Relations IVR | not analyzed | — | call data | Dialpad ↗ | |
| 2026-07-28 22:44 | Briana Armstrong | positive (0.80) | Support | Briana should send the taxi transfer confirmation email with contact details within 15–20 minutes as promised, and proactively inquire abou… | call data | Dialpad ↗ |
| 2026-07-28 22:43 | Briana Armstrong | positive (0.80) | Support | Send the promised transfer confirmation email within 15–20 minutes (as stated) with resort contact details, Capori event reservation inquir… | call data | Dialpad ↗ |
| 2026-07-28 22:43 | Z-Guest Relations IVR | not analyzed | — | call data | Dialpad ↗ | |
| 2026-07-26 18:23 | Chey Cherry | positive (0.70) | Support | Send updated confirmation email by end of business tomorrow with complete flight details (United 420, Delta 1755) and airport transfer cont… | call data | Dialpad ↗ |
| 2026-07-26 18:23 | Chey Cherry | positive (0.70) | Support | Send the updated confirmation with transfer details and contact information for the ground transportation coordinator by end of business to… | call data | Dialpad ↗ |
| 2026-07-26 18:22 | Z-Guest Relations IVR | not analyzed | — | call data | Dialpad ↗ | |
| 2026-07-26 18:20 | Mandy Mac Mullin | not analyzed | — | call data | Dialpad ↗ | |
| 2026-07-26 18:20 | All Pavlus Recording | not analyzed | — | call data | Dialpad ↗ | |
| 2026-07-26 18:20 | Z-Mandy TF | not analyzed | — | call data | Dialpad ↗ | |
| 2026-07-26 18:19 | Z-LaurenJ TF | not analyzed | — | call data | Dialpad ↗ | |
| 2026-06-22 23:17 | Lydia Lagos | positive (0.75) | Support | No follow-up required; this was a support call. Once payment processes tomorrow, the team should send the promised final invoice and confir… | call data | Dialpad ↗ |
| 2026-06-22 23:17 | Lydia Lagos | positive (0.75) | Support | None required. Send the final invoice confirmation email once payment processes tomorrow and the $145 perk check approximately three weeks … | call data | Dialpad ↗ |
| 2026-06-18 16:28 | Mike Duran | neutral (0.10) | Support | Have Hillary or another planner contact Tori within 24 hours with a revised price quote for the one-room booking and confirm the updated pa… | call data | Dialpad ↗ |
| 2026-06-18 16:28 | Mike Duran | neutral (0.10) | Support | Have Hillary or the assigned planner call Tori back within 24 hours with the revised one-room rate and confirm payment due date (stated as … | call data | Dialpad ↗ |
| 2026-06-18 16:20 | Anastasia Thomas | positive (0.60) | Support | The assigned travel planner should contact the Onclusive resort immediately to confirm the room reduction to one triple occupancy, remove M… | call data | Dialpad ↗ |
| 2026-06-18 16:20 | Anastasia Thomas | positive (0.60) | Support | The assigned travel planner should immediately contact the Onclusive resort to confirm the room consolidation (two rooms → one room for thr… | call data | Dialpad ↗ |
| 2026-05-18 15:12 | Mandy Mac Mullin | positive (0.70) | Rebooking | Send Tori a written confirmation of the adjusted reservation (four people, two rooms of two, poolside upgrade at $50/room) and final total … | call data | Dialpad ↗ |
| 2026-05-18 15:12 | Mandy Mac Mullin | positive (0.70) | Rebooking | Send Tori a confirmation email with the updated reservation details: four guests in two rooms, pool side view, with $50/room upgrade charge… | call data | Dialpad ↗ |
| 2026-05-11 22:13 | Mandy Mac Mullin | positive (0.75) | Ready to Book | Send email before end of day with three pricing options (7-person triple+double+single, 6-person two triples, 4-person two doubles) for Aug… | call data | Dialpad ↗ |
| 2026-05-11 22:13 | Mandy Mac Mullin | positive (0.72) | Ready to Book | Send Tori the three room-configuration pricing scenarios for August 7–10 (two triples, triple + two doubles, two doubles) by end of busines… | call data | Dialpad ↗ |
| 2026-05-11 21:58 | Victoria Mendoza | positive (0.60) | Ready to Book | Mandy should call Tori at 512-809-4243 within the promised 10 minutes and immediately review August vacation details (destination, dates, p… | call data | Dialpad ↗ |
| 2026-05-11 21:58 | Reception | positive (0.60) | Support | Mandy should call Tori back within the promised 10 minutes and move the August booking conversation forward immediately. Consider a brief p… | call data | Dialpad ↗ |
| 2026-05-11 15:38 | Leann Wright | neutral (0.30) | Ready to Book | Mandy should prioritize calling Tori at 512-809-4243 within 24 hours with confirmed resort pricing for the updated dates and locations for … | call data | Dialpad ↗ |
| 2026-05-11 15:38 | Air Department | positive (0.40) | Ready to Book | Mandy should call Tori at 512-809-4243 within 24 hours with confirmed pricing for the seven-person group resort booking for August, reflect… | call data | Dialpad ↗ |
| 2025-11-20 16:49 | Chey Cherry | neutral (0.00) | Support | No follow-up needed from this call; Mandy McMullen should have received a warm handoff and continue the conversation with Tori Rice. | call data | Dialpad ↗ |
| 2025-11-20 16:49 | Guest Relations | neutral (0.00) | Support | No follow-up needed from this call; the customer was successfully routed to their intended planner, Mandy McMullen. | call data | Dialpad ↗ |