+1 787-632-6219
Average sentiment
0.45
neutral
Trajectory
▼ declining over time
across 6 analyzed calls
Current stage
Researching
Primary planner
Shari Bazzoni
6 calls
Phone
+17876326219
id 5655684535885824
Next best action:
Send Maria a follow-up SMS or email with the quote details and callback link to encourage direct engagement without requiring a phone call.
Send Maria a follow-up SMS or email with the quote details and callback link to encourage direct engagement without requiring a phone call.
Narrative
The customer, planning a solo cruise with Royal Caribbean next year, called to discuss several concerns: (1) how to apply a split voucher credit (originally divided between her and her niece, but the niece is not traveling) to her upcoming solo booking, (2) whether Royal's travel insurance would apply to her as a Puerto Rico resident, and (3) the logistics of a $450 non-refundable deposit due Sunday at 11 PM. The agent advised the customer to contact Royal directly to ask about voucher consolidation, insurance specifics, and to pay the deposit directly with Royal rather than through Pavlus to avoid transfer delays losing the hold. The agent clarified that Pavlus could add the insurance once the booking transferred to them, and that the customer could also request insurance at final payment. The call ended with the customer committing to call Royal today, pay the deposit by Sunday, and then send Pavlus the reservation and voucher details for the transfer.
How they see Pavlus
+ customer thanked agent and expressed appreciation for the call guidance
· customer asked whether Pavlus has promotions for reduced deposits like other travel agencies; agent did not directly address this
+ expressed appreciation for agent's guidance: 'Oh, excellent cherry, I appreciate it very much your call'
+ thanked Pavlus for previous consultation on insurance and other cruise planning matters, implying ongoing positive relationship
· noted that Pavlus cannot advise on insurance specifics because agents are not licensed, but accepted this limitation without complaint
+ praised agent Shari's diligence in checking pricing and removing the insurance charge
+ appreciated that the agency is willing to check pricing even though they lack 'manpower to keep up on it a daily basis'
+ referred to guest relations team contact info provided by Shari as a resource for post-payment app issues
+ 2 more observations
Process friction they hit
- agent explained Pavlus cannot provide insurance advice because agents are not licensed, limiting guidance on a key customer concern
Customer behaviors observed
did not answer callseeking clarity on voucher credit application across multiple passengerscomparing Pavlus agency perks against direct Royal bookingdeferring final booking commitment pending resolution of voucher and insurance questionsgathering information about travel insurance coverage before committingcoordinating multiple moving parts (airline miles, vouchers, deposit timing, transfer process)asking detailed questions about multi-step logistics before committingseeking clarification on voucher applicability and insurance coverageplanning to resolve ambiguities directly with cruise line before transferdeferring booking finalization pending clarification from Royal Caribbeanwilling to navigate Puerto Rico residency complications with agent supportconsolidating two credit card payments for family membersverifying pricing proactively before finalizingasking clarifying questions about post-booking logisticsproviding detailed payment and address informationdeferring some decisions (app access, bed setup) until payment postsfinalizing payment on a booked cruisedouble-checking pricing for accuracy before paymentcoordinating split payment with family member (sister)asking detailed pre-trip logistical questionsorganizing cabin preferences and onboard services
| Value perception | Not explicitly stated. Customer appeared to accept Pavlus as a logical next step after paying deposit with Royal, expecting Pavlus to add 'perks' and handle the transfer process, but did not articulate a specific value proposition relative to going direct. |
|---|---|
| Emotional arc | Maria started cheerful and collaborative, warmed slightly as the agent removed the insurance charge and confirmed a price drop, and maintained steady positive engagement through payment processing and follow-up questions—no downward shift. |
What this customer cares about
| Destinations | none |
|---|---|
| Cruise lines / operators | NCLRoyal Caribbean |
| Topics | ocean view cabin quoteNCL cruise pricingocean view cabin pricingNCL cruise quoteRoyal Caribbean cruise bookingcruise line credit voucher applicationtravel insurance optionsdeposit payment timingonline transfer processpast cruise cabin issue resolutioncruise credit/voucher redemptionprior cabin maintenance issuesolo travel planningdeposit and payment termsprice negotiation and verificationpayment processing with multiple cardsRoyal Caribbean app setupbed configuration requestsonboard creditprice adjustmentpayment processingsplit payment between family membersbed configuration request |
Signals across all calls
| Buying signals | already placed cruise on hold with Sunday 11 PM deposit deadlineasking about adding travel insurance to upcoming solo cruisecommitted to calling Royal Caribbean today to resolve voucher and insurance questionsstated intention to send reservation info and vouchers after paying depositalready has hold on Royal Caribbean cruise with Sunday 11 PM deposit deadlineconfirmed intent to pay deposit and transfer booking to Pavlusready to call Royal directly today to resolve voucher and insurance questionsplans to send reservation details and vouchers after deposit is paidprovided two credit cards and cardholder details to process paymentconfirmed billing address and ready to complete transactiontraveling with niece and sister, family trip confirmedasking about post-booking logistics (app access, bed config, onboard credit)provided two credit cards for payment split with sisterconfirmed billing address in The Villages, Floridaasked about Royal Caribbean app setup post-bookingclarified bed configuration preferences for cabindiscussed onboard credit usage before departure |
|---|---|
| Objections | confused about how cruise line divided voucher credit between two passengersuncertain whether travel insurance applies to Puerto Rico residentsconcerned about $450 deposit being non-refundableworried about losing hold if deposit deadline passes before transferuncertain how to apply split voucher credit when traveling soloconfused about travel insurance coverage and eligibility from Puerto Ricoconcerned about deposit non-refundability and tight Sunday deadlineworried about losing booking if transfer process takes too longuncertain about when Royal Caribbean app will reflect booking after paymentclarifying process for requesting twin bed configuration vs standard setup |
| Latest emotional read | No live customer interaction occurred. The customer did not answer the call, and the agent left a voicemail message. No emotional state could be assessed. |
Individual calls (6 analyzed, 0 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 13:51 | Shari Bazzoni | neutral (-0.30) | Researching | Send Maria a follow-up SMS or email with the quote details and callback link to encourage direct engagement without requiring a phone call. | call data | Dialpad ↗ |
| 2026-08-07 13:51 | Shari Bazzoni | neutral (0.00) | Researching | Send Maria a follow-up email with the ocean view NCL quote details and cabin options for 12/20/26, along with encouragement to call back or… | call data | Dialpad ↗ |
| 2026-07-08 18:28 | Shari Bazzoni | positive (0.70) | Rebooking | After customer pays the deposit by Sunday and contacts Royal about voucher consolidation and insurance, Pavlus should expect reservation de… | call data | Dialpad ↗ |
| 2026-07-08 18:28 | Shari Bazzoni | positive (0.75) | Rebooking | Once customer sends confirmation that deposit has been paid and reservation transferred, proactively follow up within 24 hours to confirm r… | call data | Dialpad ↗ |
| 2026-05-18 21:57 | Shari Bazzoni | positive (0.75) | Booked | Send updated invoices to both Maria and the cardholder (Abby) by end of business today or first thing tomorrow morning. Follow up 3 weeks b… | call data | Dialpad ↗ |
| 2026-05-18 21:57 | Shari Bazzoni | positive (0.80) | Booked | Confirm payment processes successfully this evening and send the revised invoice by tomorrow morning. Follow up after the Royal Caribbean a… | call data | Dialpad ↗ |