Flynn Vick
Average sentiment
0.38
very_positive
Trajectory
▲ improving over time
across 8 analyzed calls
Current stage
Support
Primary planner
Grant Dallas
plus 6 others
Phone
+12086200943
id 5772906247495680
“I just don't wanna risk forgetting on August 12th.”most recent call
Next best action:
Send final payment confirmations and invoices to both email addresses (doctor.flynn@gmail.com and teresa.vick@gmail.com) and include any final pre-cruise action items or documentation requirements in the email follow-up.
Send final payment confirmations and invoices to both email addresses (doctor.flynn@gmail.com and teresa.vick@gmail.com) and include any final pre-cruise action items or documentation requirements in the email follow-up.
Narrative
Teresa called to clarify invoicing, payment responsibility, and cabin assignments for her family's Royal Caribbean cruise. She had received invoices the day prior and needed to understand if she or her father (Ken McKenzie) was responsible for payment, and why her family was split across two cabin profiles. The agent (Lee) clarified that nothing is due until August 12, explained the two profiles benefit the father's referral rewards, confirmed room assignments follow cruise-line rules (one adult per cabin), and walked her through next steps: creating a Royal Caribbean account and providing payment by the deadline. Teresa also asked about passport requirements for Mexico; the agent advised passports are highly recommended though birth certificates are technically acceptable. The call ended with the agent confirming the total cost ($124,674 for one cabin, $102,848 for a second cabin) and offering further assistance.
How they see Pavlus
+ customer proactively called to pay in advance and showed trust in the booking process with Pavlus
+ customer thanked agent and said 'appreciate it' at the end of the call
+ customer accepted agent's offer to follow up with any additional requirements via email without complaint
· Customer did not engage with or respond to Pavlus's outreach; voicemail only
· Agent referenced the customer as a referral and stated Pavlus is 'thrilled' to have them, but customer did not hear or respond to this message live.
+ thanked Lee for answering questions and expressed no concerns about Pavlus's process or communication
+ acknowledged Lee had been managing the booking and Sarah was assisting with invoices, showing appreciation for coordination
+ accepted the agent's explanation of the referral program structure without pushback, indicating trust in the arrangement
+ 3 more observations
Process friction they hit
- Customer's preferred agent Sarah Swab was unavailable; customer was offered alternative agent Lee instead
- Sarah Swab was unavailable and customer was routed to a different agent (Lee) mid-call
Customer behaviors observed
proactively managing payment to avoid missing deadlinemanaging multiple bookings simultaneouslyclarifying email addresses and delivery preferencesasking about pre-cruise action itemsproactively initiating payment ahead of deadlinemanaging two separate cruise bookings simultaneouslyseeking clarity on email addresses before confirmingasking about pre-cruise preparation checklistdeferring to agent for next stepsdid not answer phonereceived unsolicited outbound welcome callvoicemail did not engage with outbound welcome calltaking notes on action itemsclarifying payment responsibility across family membersconsolidating information across two invoices and two profilespreparing for international travel documentationrequesting email confirmation of next stepsseeking payment and administrative clarification before final commitmentwriting down instructions and requesting email confirmation of linksasking detailed logistical questions about family travel requirementsconfirming total costs for budgeting purposesrequesting specific planner by namedeferring to assigned agent for crew booking decisionsaccepting transfer to alternative agent without pushbackseeking existing planner by namedeferring to assigned booking agentaccepting agent transfer without objection
| Emotional arc | Customer started transactional and businesslike, warmed slightly during the exchange when the agent confirmed details and offered additional support (pre-cruise checklist follow-up via email). |
|---|
What this customer cares about
| Destinations | Mexico |
|---|---|
| Cruise lines / operators | Royal Caribbean |
| Topics | payment processingcruise booking confirmationmultiple reservationsemail deliverypre-cruise logisticsinvoice and payment clarificationcabin rooming assignmentsreferral program structureRoyal Caribbean account setuppassport vs birth certificate requirements for Mexico cruisetotal cost confirmationpayment clarificationcabin assignment confirmationreferral program mechanicscrew booking managementexisting booking assistancecrew bookingagent transferreferral program mention |
Signals across all calls
| Buying signals | proactively calling to pay balance early to avoid missing deadlineprovided card details immediately without hesitationconfirmed email address for confirmationsconfirmed final payment due date and asked for payment process detailsrequested email with account creation link, showing intent to complete setupasked for total family cost breakdown, confirming trip is locked inconfirmed family of five traveling together with specific cabin assignmentsready to make final payment by August 12 deadlineplanning to renew three children's passports in preparation for trip |
|---|---|
| Objections | none |
| Latest emotional read | The customer was calm, efficient, and proactive throughout the call. They expressed clear intent to handle payment immediately to avoid forgetting the August 12th deadline. The tone was cooperative and appreciative, with no frustration or hesitation detected. |
AI workup
Generated on demand by Claude Sonnet from the 8 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 (8 analyzed, 1 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 15:11 | Grant Dallas | very_positive (0.85) | Support | Send final payment confirmations and invoices to both email addresses (doctor.flynn@gmail.com and teresa.vick@gmail.com) and include any fi… | call data | Dialpad ↗ |
| 2026-08-07 15:10 | Grant Dallas | very_positive (0.85) | Support | Send final payment confirmations and invoices to both email addresses (Flynn and Teresa's) within 2 hours, and include a pre-cruise checkli… | call data | Dialpad ↗ |
| 2026-08-07 15:10 | Z-Guest Relations IVR | not analyzed | — | call data | Dialpad ↗ | |
| 2026-01-27 19:39 | All Pavlus Recording | neutral (-0.20) | Other | Follow up with Flynn Vick via alternative channel (email or text) to confirm he received the voicemail and is willing to engage; clarify th… | call data | Dialpad ↗ |
| 2026-01-27 19:39 | Lydia Lagos | neutral (0.00) | Other | No follow-up can be confidently recommended until Flynn Vick listens to the voicemail and contacts Pavlus directly or indicates a need for … | call data | Dialpad ↗ |
| 2026-01-15 18:29 | Lee Alvarez | positive (0.70) | Support | Send Teresa the Royal Caribbean account creation link via email and set a reminder to contact the family by August 8th to confirm final pay… | call data | Dialpad ↗ |
| 2026-01-15 18:29 | Lee Alvarez | positive (0.65) | Support | Send Teresa the Royal Caribbean account sign-up link via email and follow up by August 10 to confirm final payment has been scheduled for t… | call data | Dialpad ↗ |
| 2026-01-15 18:25 | Jessica Folkner | neutral (0.10) | Support | Lee should reach out to Teresa Vic to understand the specific crew booking matter and ensure continuity from Sarah's prior work. If Teresa'… | call data | Dialpad ↗ |
| 2026-01-15 18:25 | Guest Relations | neutral (0.10) | Support | Lee should contact Teresa Vick directly to clarify the status of the crew booking and ensure continuity from Sarah's work. Consider noting … | call data | Dialpad ↗ |