Conrad Lubkay
Average sentiment
0.39
positive
Trajectory
→ steady
across 16 analyzed calls
Current stage
Support
Primary planner
Z-Guest Relations IVR
plus 8 others
Phone
+17609174062
id 5827504375709696
“I've been hassled a lot with all kinds of things to do and I'm, is it possible to get them on the line and see if it's already booked?”most recent call
Next best action:
Send a follow-up email to Darlene confirming the callback time she provides, and document any confirmation from the third-party operator about her reservation status so Mike has verified information to reference when she calls back.
Send a follow-up email to Darlene confirming the callback time she provides, and document any confirmation from the third-party operator about her reservation status so Mike has verified information to reference when she calls back.
Narrative
Conrad Lubkay called in agitated because she had been trying to reach her assigned planner Tracy for over a week to finalize payment and plan additional bookings, without success. Krista immediately located Conrad's booking (confirmation 30100185) and confirmed that final payment of $1,800,703.03 had already been processed that morning via Mastercard, though Conrad had not authorized that card. The invoice had been sent but landed in Conrad's junk folder. After resolving payment confusion, Conrad disclosed she wanted to book additional excursions (Continental Divide and Sun Valley/similar) and extend her stay at the Park Hotel ($680/night) for a Windstar cruise; she also expressed concern about Regent's recent acquisition by NCL and whether onboard amenities (included excursions, gratuities) would change. Krista committed to requesting an urgent callback from Tracy and documenting Conrad's specific needs. Conrad provided destination hints ('sun watcher,' Continental Divide) and emphasized the importance of Tracy leaving clear voicemails with proper spelling. The call ended warmly, with Conrad praising Pavlus's team and Krista by name.
How they see Pavlus
+ customer said 'I appreciate that. Thank you' when agent offered to help coordinate the dual verification approach
+ customer addressed Mike by name, suggesting prior positive relationship and familiarity with the agent
· customer accepted Mike's explanation that privacy rules prevent Pavlus from accessing directly-booked reservations
+ customer expressed appreciation ('I really appreciate it. Thank you') for the agent's responsiveness in getting a callback arranged
+ customer expressed appreciation ('I really appreciate it') for the agent's willingness to connect her with the right colleague
· customer referred to agent as 'Julian' and agent corrected gently; no explicit comment on Pavlus brand or service quality
+ customer called back to coordinate with agent, suggesting she trusts the process and is engaged with her booking
· customer apologized for making things difficult, suggesting some prior friction or confusion in the process
+ 24 more observations
Process friction they hit
- customer attempted online booking but received no confirmation, forcing her to call in
- customer attempted online self-service booking but received no confirmation email, creating uncertainty about whether booking succeeded
- agent cannot access or verify customer-booked reservations due to privacy restrictions, forcing customer to call supplier directly
- customer had to call back to re-reach a previous planner (Mike) rather than issue being resolved in first contact or documented for easy retrieval
- customer experienced confusion about transfer arrangements (hotel to port, airport to hotel) requiring clarification from primary planner
- customer was unclear how to reach the air department directly and had to be educated about call routing by reception
- customer reached reception instead of air department directly, creating initial confusion about routing
- assigned agent Tracy has not returned customer's calls or voicemails for over one week
- payment processed on customer's secondary credit card (Mastercard 9233) without advance approval or notification
- confirmation invoice sent to email but routed to junk folder, delaying customer awareness
- customer had to repeat request for Tracy to repeat phone numbers slowly; Tracy speaks too quickly for customer to capture details
- primary agent Tracy has not returned customer calls or messages for over a week
- booking record shows incorrect traveler count (two instead of one)
- final invoice email landed in junk folder instead of primary inbox
- customer's prior email requests about excursions and hotel extensions were not acknowledged or actioned
- outbound call to customer from unfamiliar number may deter answer and engagement
- customer contact name in system appears to be 'Conrad Lubkay' but agent addressed voicemail to 'Darlene'
- outbound call made to customer who does not accept calls from unrecognized numbers, reducing effectiveness of real-time follow-up
- planner Tracy Radler unresponsive to multiple customer messages despite recent contact in March
- outdated invoice in system (dated October) does not reflect Kyle's removal or current balance
- customer had to call in to reach someone rather than receiving proactive follow-up
- planner unreachable despite multiple messages left with Tracy Radler
- system shows outdated October invoice rather than current balance after March flight schedule changes
- uncertainty about whether Kyle's removal is fully reflected in current system balance
Customer behaviors observed
troubleshooting a failed online booking attemptseeking clarification on whether a reservation was actually processeddeferring to agent guidance on how to verify booking statuscoordinating callback logisticstroubleshooting a failed or unconfirmed online bookingexpressing frustration with security/privacy protocolsdeferring next steps pending clarification from supplierventing about administrative friction and security layerscontacting to follow up on prior conversationdeferring discussion pending specialist callbackaccommodating on timing (available during lunch break)seeking to reconnect with previous agentproviding availability window for callbackdeferring detailed discussion pending callbackcoordinating callback timingmanaging multiple urgent tasks before departureplaying phone tag with assigned plannerverifying contact details and booking referencecoordinating last-minute logisticsmanaging multiple commitments in paralleldeferring decision pending callback from primary plannerseeking clarification on transfer logistics before imminent departuredeferring to primary planner (Mike Duran) for resolutionapologizing for prior confusion or difficulty in the interactionfollowing up on pending transfer logisticsseeking callback from assigned plannercoordinating timing around imminent departureseeking seat assignment on existing bookingasking clarifying questions for service continuitydeferring to agent expertise on internal routingseeking seat selection on existing bookingproviding booking reference proactivelyasking clarifying questions about agent identityexpressing concern about potential disconnection and wanting repeat contactventing frustration about non-responsive agentactively seeking to add excursions and extend hotel staycomparison-referencing prior Regent cruise experiencesexpressing concern about changes post-acquisition by NCLpivoting to positive engagement once Krista offered helpmultitasking during call (dealing with interruptions, searching for booking confirmation, managing other calls)escalating frustration about unresponsive primary agentproviding detailed historical context about prior cruises to establish preferencesready to pay immediately but blocked by lack of agent availabilitycomparing cruise lines based on past experienceseeking clear communication protocols (repeated phone numbers, detailed voicemails)screening unknown callsrefusing to engage without prior relationship recognitionsetting explicit callback conditionsscreening calls and enforcing voicemail-first protocoldeclining to engage without prior identificationsetting firm communication boundariesseeking clarification on outstanding financial obligation before final payment dueverifying passenger roster change was properly executedsharing eclipse-chasing expertise and travel historyexpressing relief when transferred to responsive agentbonding with agent over cruise and eclipse detailstroubleshooting unresponsive planner relationshipverifying booking details and financial obligationsdemonstrating expertise as experienced eclipse chaserdeferring final decision pending clarity on airfare chargeswarming to agent after receiving responsive service
| Value perception | Conrad trusts Pavlus and has been referred by a friend who has used Tracy for multiple bookings. She stated 'I'm not the least bit concerned about that' regarding Pavlus's process, suggesting she sees value in the agency, though the recent experience with Tracy's unresponsiveness has tested that trust. |
|---|---|
| Emotional arc | Started very frustrated and agitated about Tracy's non-responsiveness ('very, very disturbing'), but warmed significantly once Krista took ownership, ultimately ending the call with genuine warmth and gratitude toward both Krista and the Pavlus team. |
What this customer cares about
| Destinations | IcelandGreenlandContinental DivideSun Valley or similar (unclear spelling)MexicoSun Watcher (likely Svartifoss or similar Iceland location)Reykjavik |
|---|---|
| Cruise lines / operators | WindstarRegentNorwegian Cruise Line (NCL)MinetaRegent Seven SeasPonantHurtigruten ExpeditionsScenic Discovery |
| Topics | online booking confirmationduplicate reservation preventionpayment authenticationtransfer coordinationprivacy policyonline booking confirmation issueduplicate reservation risktransfer arrangements (hotel to ship)privacy/authentication barriersairport transferstaxi arrangementsairport hotel transferstravel logisticscallback coordinationdeparture coordinationcallback schedulingtransfer arrangementshotel to port logisticsairport to hotel transfersport to airport/hotel logisticsseat selectionflight booking assistancecall routingflight booking managementpayment confirmationunresponsive agent (Tracy)additional bookings assistanceWindstar cruiseexcursion planninghotel stay extensionscruise line changes (Regent/NCL acquisition)final payment confirmationbooking update (traveler count)unresponsive agent follow-upadditional tour bookingscruise line comparisonwindstar cruise bookingreservation balance confirmationpayment processingcard updatefollow-up communicationunresponsive plannerfinal balance confirmationpassenger removal from bookingsolar eclipse cruiseflight schedule changesWindstar ships and itinerariesIceland hotel pricingunreachable planner follow-upsolar eclipse sailing experienceWindstar cruise detailsIceland itinerary |
Signals across all calls
| Buying signals | final payment of $1,800,703.03 already processedactively planning additional bookings and excursionswilling to pay $680 per night for hotel extensionsseeking to book Sun Valley and Continental Divide excursionsready to pay immediately with credit card if neededactively planning additional excursions and multi-day hotel extensionscommitted to Windstar cruise and $680/night Par Hotel extension stayrepeated requests for callback to move forward on bookingsconfirmed existing August Windstar booking for August 10th departurealready booked second eclipse cruise in 2027 on riverboatexpressed enthusiasm about Star Pride experience despite being new to Windstarwilling to proceed with $18,703.03 balance pending clarificationalready booked second eclipse sailing in 2027 on river boatconfirmed attendance on August 10 Star Pride sailingdiscussed post-trip plans and future bookingsprovided cellphone for callback and expressed eagerness for agent follow-up |
|---|---|
| Objections | uncertain whether online booking attempt was successfully processeduncertain whether online booking went through yesterdayfrustrated by security/privacy layers preventing agent from checking booking status directlyunsure how to reach air department directly without agent guidanceunclear how to reach air department directlyTracy has not returned calls or messages for over a weekconcerned about Regent's acquisition by NCL and impact on servicespayment went through on wrong credit card without prior approvalinvoice landed in junk mail instead of main inboxfrustrated Tracy has not returned calls for a week despite repeated messagesconcerned about unresponsive agent preventing additional bookingsworried booking details may have been lost in email exchangesanxious about changes to Regent now owned by NCL affecting service qualitydoes not recognize caller number and refuses to answer unknown callsdoes not answer calls from unrecognized numbers without voicemail screening firstfrustrated that Tracy Radler has not returned multiple messagesconcerned about clarity on whether final balance includes removed passenger Kyle's airfareskeptical about Windstar's solar eclipse ship deployment strategyworried about weather impact on eclipse viewing in Icelandplanner Tracy Radler unreachable despite multiple voicemail attemptsunclear whether $18,703 balance includes Kyle's airfare or just cabinconcerned about airfare seat availability given full capacity on prior Texas eclipse tripworried about weather conditions in August Iceland affecting eclipse viewing |
| Latest emotional read | Darlene was friendly and somewhat philosophical about security frustrations, expressing mild exasperation about the hassles of modern authentication and privacy rules. She remained cooperative and good-natured throughout, showing understanding of Mike's limitations and appreciating his willingness to help despite the constraints. |
AI workup
Generated on demand by Claude Sonnet from the 16 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 (16 analyzed, 4 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 14:22 | Mike Duran | positive (0.60) | Support | Send a follow-up email to Darlene confirming the callback time she provides, and document any confirmation from the third-party operator ab… | call data | Dialpad ↗ |
| 2026-08-07 14:22 | Mike Duran | positive (0.60) | Support | Wait for Darlene's email with her callback time, then attempt to contact the supplier to confirm existence of reservation without disclosin… | call data | Dialpad ↗ |
| 2026-08-07 14:22 | Z-Guest Relations IVR | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-06 22:11 | Chey Cherry | positive (0.60) | Support | Mike should call the customer back within the next few minutes (customer noted they are available for ~30 minutes) to discuss airport trans… | call data | Dialpad ↗ |
| 2026-08-06 22:11 | Chey Cherry | positive (0.70) | Support | Mike should call Darlene Lo back within the next 30 minutes to discuss airport transfer and taxi arrangements for her trip. | call data | Dialpad ↗ |
| 2026-08-06 22:11 | Z-Guest Relations IVR | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-06 18:18 | Julianne Cricchio | positive (0.60) | Support | Mike Duran should call Darlene at 760-917-9912 within the next 30 minutes to finalize airport-to-hotel transfer details for her Saturday de… | call data | Dialpad ↗ |
| 2026-08-06 18:17 | Julianne Cricchio | positive (0.60) | Support | Mike should reach Darlene at 917-4062 within the next 30 minutes (before she departs) to finalize airport-to-hotel transfer details for her… | call data | Dialpad ↗ |
| 2026-08-06 18:17 | Z-Guest Relations IVR | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-06 16:37 | Chey Cherry | positive (0.60) | Support | Have Mike Duran contact Conrad within 24 hours to confirm the two transfer details (hotel-to-port and airport/error-to-hotel) before the cu… | call data | Dialpad ↗ |
| 2026-08-06 16:37 | Chey Cherry | positive (0.60) | Support | Agent should confirm that Mike Duran received the callback message and follow up within 24 hours to ensure Conrad's transfer questions were… | call data | Dialpad ↗ |
| 2026-08-06 16:36 | Z-Guest Relations IVR | not analyzed | — | call data | Dialpad ↗ | |
| 2026-05-12 19:44 | Victoria Mendoza | positive (0.60) | Support | Sam should confirm Darlene's seat selection preferences and complete the booking update, then send a confirmation email with the air depart… | call data | Dialpad ↗ |
| 2026-05-12 19:44 | Reception | neutral (0.30) | Support | Sam should confirm Darlene's seat selection preferences and update her flight booking with chosen seats. Consider following up with a confi… | call data | Dialpad ↗ |
| 2026-05-12 18:23 | Krista Decker | neutral (0.35) | Support | Krista should ensure Tracy calls Conrad back within 24 hours and documents the three specific bookings Conrad needs: (1) Continental Divide… | call data | Dialpad ↗ |
| 2026-05-12 18:23 | Guest Relations | neutral (0.35) | Support | Tracy should call Conrad within 24 hours to confirm the single-traveler booking correction, review the $1,800,703.03 final payment confirma… | call data | Dialpad ↗ |
| 2026-04-30 20:36 | Guest Relations | very_negative (-0.80) | Support | Send customer an email (using verified Pavlus sender address) confirming the $18,703.03 balance, May 12th payment date, and invitation to c… | call data | Dialpad ↗ |
| 2026-04-30 20:36 | Briana Armstrong | very_negative (-0.80) | Support | Send an email to Darlene with the same balance confirmation ($18,703.03, May 12th due date, card 9233) and invite her to call back at the p… | call data | Dialpad ↗ |
| 2026-04-30 19:48 | Briana Armstrong | positive (0.65) | Support | Call Conrad back within one hour with updated invoice from Windstar clearly showing: (1) Kyle's removal from the cabin, (2) whether airfare… | call data | Dialpad ↗ |
| 2026-04-30 19:48 | Guest Relations | positive (0.65) | Support | Call Darlene back within the hour (as promised) with Windstar's updated invoice confirming the $18,703.03 balance includes only her cabin a… | call data | Dialpad ↗ |