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Richard Kaban

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Average sentiment
0.41
negative
Trajectory
▼ declining over time
across 70 analyzed calls
Current stage
Support
Primary planner
Susan Bender
plus 11 others
Phone
+19177713461
id 5969577882435584
“you left me a voicemail wanting to know if the globus deposit is refundable”
most recent call
Next best action:
Follow up with Richard and Arlene via phone call (not voicemail) to confirm they received the deposit information and to address any remaining concerns about nonrefundable policies before they commit. Clarify whether they are still interested in proceeding with the Globus tour.
Narrative

Richard called with a booking intent for a 9-night Viking River Cruise departing April 12, 2026, from Amsterdam to unknown end destination, with a French balcony cabin. The primary friction was promo code SBC9 advertised as 'two-for-one airfare' but actually offering only a $375 onboard credit or beverage package. The agent conferenced in Viking support (Carter) to troubleshoot the discrepancy and ultimately clarified that the free airfare was only available on select dates—not April 11–12. Richard chose April 12 (D-cabin, $5,999/person) over April 11 (C-cabin, $6,199/person), accepted $999 economy airfare from JFK, and added a 3-night pre-trip Brussels extension at $1,005.99 per person. He asked about the post-trip Amsterdam extension but learned it was sold out with no waitlist. The agent quoted total cruise fare of $16,099.99 (including airfare), a $25 deposit due October 31, 2025, and mentioned $200 Pavlus vouchers and $300 onboard credit pending deposit. At call end, Richard also inquired about a last-minute Iceland trip (late September) that he'd messaged about while the agent was away; the agent explained Pavlus books organized 7+ day tours and invited him to resend the request now that she's back.

How they see Pavlus
· customer proactively contacted Pavlus to clarify deposit terms, suggesting they are considering booking
+ confirmed Pavlus received onboard booking and sent invoices promptly (late yesterday afternoon)
+ customer expressed confidence calling Susan to verify booking receipt and seemed satisfied with communication
+ confirmed receipt of onboard booking and sent both Pavlus and Viking invoices promptly
+ willing to work through agent for future itinerary or pricing changes
· agent offered to advise on Viking popularity and excursion options for Australia/New Zealand, but customer wants to research independently first
+ thanked Susan by name for following up and calling Viking to resolve the portal issue: 'that was great. Thanks, appreciate your help'
+ appreciated Susan's proactive effort and patience during the hold: 'I'm glad and I hope your computer is working better today'
+ 97 more observations
Process friction they hit
  • customer had to leave a voicemail to get a simple policy question answered, rather than having it clarified during initial booking consultation
  • flight itinerary not syncing to customer's My Viking Journey portal despite being received and confirmed by air department
  • flight itinerary confirmed by email but not visible in customer's online booking portal for extended period
  • customer's earlier messages or attempts to log into system yesterday did not appear to register, causing initial uncertainty
  • air differential charges were applied to upgrade without clear upfront disclosure to customer
  • customer had to ask for clarification on how to modify flights without triggering additional fees
  • charge was processed on credit card on file without explicit pre-approval verbal confirmation in this call
  • customer attempted self-service flight modification online but system hung at 98% completion and did not process
  • customer was not informed upfront that flight changes required calling Viking directly rather than using online portal
  • Viking online flight modification form stalled at 98% completion and did not process payment or confirm changes
  • customer was not notified that flight changes must be made via phone call to agent rather than through self-service online portal
  • no error message or guidance provided when online submission failed
  • agent appeared to have clicked away from invoice during call, causing brief confusion
  • customer unsure whether credit card on file is current; expiration date may be invalid (noted as July 26th)
  • customer's prior Iceland trip inquiry was not followed up on during agent's absence
  • promotional email marketing material unclear on date restrictions for '2 for 1 free air' offer—required agent and Viking rep collaboration to decode fine print
  • Previous Iceland trip inquiry left by customer was not followed up on while agent was out of office
  • Promo code SBC9 marketing materials were ambiguous and failed to clearly communicate date restrictions on free airfare offer
  • Post-trip extension (The Hague) is sold out with no waitlist system in place
  • outbound callback took more than one week to return due to agent vacation
  • customer's inquiry from last week went unanswered for 10-12 days while agent was on vacation
  • customer had to ask for a specific agent by name rather than being offered to wait or speak with someone available
  • customer had to ask for alternate agent when original contact was unavailable, rather than being offered proactive options
  • agent provided incorrect invoice information initially, citing old invoice that included already-removed travel protection
  • agent initially cited incorrect invoice showing travel protection still included in balance, later corrected
  • booking marked 'land-only' without clear notes explaining customer's rationale, requiring agent to investigate file
  • travel insurance shown as optional on booking despite being retained by provider until final payment, causing customer confusion
  • original booking documentation unclear or missing notes on why land-only was selected
  • travel insurance shown on booking confirmation but customer had to ask for clarification on whether it was actually purchased
  • customer was uncertain whether to request booking changes through Pavlus or directly with the tour operator
  • customer had to be transferred multiple times (Jessica → hold → Donna) to get help with modification
  • customer had to call in to resolve a pricing/booking-type mismatch rather than catching it during initial booking
  • assigned planner (Susan) unavailable, requiring transfer to another agent
  • unclear to customer whether changes should be made through Pavlus or directly with tour operator
  • customer had to call back to clarify booking details because initial tour operator website language was confusing
  • pricing discrepancy between Pavlus invoice and tour operator's website not immediately reconcilable by agent
  • customer had to verify his own booking details (name, destination, dates) rather than agent having context ready
  • pricing discrepancy between website and invoice not immediately explained or resolved
  • customer directed to call the tour operator directly rather than Pavlus clarifying the air/land package confusion
  • lack of access to tour operator pricing details prevents agent from confirming package contents
  • customer's phone number was incorrect or no longer available, requiring multiple contact attempts
  • agent left detailed insurance information on voicemail without confirming customer's receipt or understanding
  • customer's phone number was incorrect or outdated, requiring multiple contact attempts before connection
  • brochure information conflicts with what cruise line is currently offering on the itinerary
  • brochure promotion language appears to differ from what cruise line is currently offering, creating customer confusion
  • Agent was kicked out of Viking portal mid-session due to inactivity timeout, requiring re-login and delaying booking process
  • Confusion around which extensions were available for which dates; agent had to check multiple times
  • Agent had difficulty applying EBD promo code in portal and stated 'I'm going to have to call Viking' to complete the hold manually
  • agent's Viking portal session timed out mid-booking, requiring re-login
  • discrepancy: agent initially pulled 2024 dates instead of 2025, causing minor confusion and rework
  • agent unable to apply promo code directly in portal; vouchers must be retrieved from management and applied separately
  • customer voicemail not returned within one business day
  • agent backlog of 22+ voicemails suggests callback delays
Customer behaviors observed
asking for clarification on tour operator policies before committingreaching out after hours or asynchronously via voicemailseeking clarification on deposit terms prior to bookingcalling to verify receipt of onboard booking after returning from tripclarifying payment terms and timelines for future bookingexpressing intention to research and possibly switch tour operators for Australia/New Zealanddeferring detailed research and decision-making to a future callopenly venting about airline capacity and pricing trends he observedpost-trip caller venting positively about recent vacation experienceseeking confirmation that onboard booking was properly transferred to travel agencyclarifying payment terms and final payment due date with agentplanning future rebooking with research and agent collaborationdeferring decision on cruise operator pending independent researchseeking reassurance on existing booking statustroubleshooting portal sync issue on his own before callingexploring future travel options while on calldeferring safari booking decision to later research phasetroubleshooting booking visibility issue on his own before callingdeferring safari decision pending future research and spouse approval ('we...push it off and say maybe next year')requesting expert recommendations to narrow tour operator choiceswilling to follow up with agent once research is completeseeking clarification on a booking modification already in progressexpressing skepticism about pricing transparencylearning self-service portal functionalitydeferring decision to test new flight schedule before committing to changesasking clarifying questions about the rebooking workflowaccepting terms of premium economy upgradedeferring final decision on flights pending receipt of new schedulecommitting to self-service flight adjustments to avoid additional feesself-service troubleshooting (tried to modify booking online independently)price-sensitive shopping (compared LAX vs JFK flight costs)detailed documentation (provided specific seat numbers, flight times, and final cost)deferring to agent for manual resolution after technology failedtroubleshooting a technical system failure on his own before callingprice-comparison shopping between JFK and LAX departure optionsproviding detailed flight itinerary and seat assignment informationdeferring to agent to resolve the issue with the cruise line directlyconfirming existing booking and final payment detailsasking clarifying questions about payment options and timingweighing financial benefits against insurance protectionsharing prior travel experiences and lessons learnedinquiring about service expansion (land tours) beyond current bookingdiscussing accessibility and feedback loops in tour operationsfinalizing payment on existing bookingcomparing payment options and calculating savingsevaluating travel protection benefitsexploring new trip categories (land tours vs cruises)sharing past travel feedback and expectationscomfortable building rapport with agentoptimizing payment method to maximize rewards or discountsconfirming agent availability before calling backdeferring payment decision by a few days pending personal evaluationclarifying payment logistics before commitmentcomparing payment method incentives (discount vs. points)planning to complete transaction directly with agent by phoneconducting a quick administrative follow-up callevaluating ancillary options (business vs economy plus transfers)deferring decision pending points balance reviewplanning to follow up by phone within one weekconsidering independent booking option but leaning toward package convenienceevaluating flight options independent of agencyplanning to leverage loyalty points for upgradedeferring booking decision pending personal researchwilling to call back with updated decisionself-directed research on cruise excursionsindependently booking excursion options onlineproactively communicating booking changes to agentmanaging itinerary details with minimal agent involvementself-researching excursion options independentlypre-booking excursions directly with cruise lineproactively notifying agent of booking changesrequesting invoice correctioncomparison-shopping against Tulip Time river cruisesscrutinizing pricing discrepancies and add-on costsmethodically evaluating multiple departure date optionsdeferring final payment method decision pending points vs. discount analysisgathering detailed logistical information before committingcomparison-shopping against Uniworld on same itineraryactively price-hunting across multiple dates and cabin categoriesasking clarifying questions about add-on logistics and pricingexploring payment optimization strategies (cash discount vs credit card points)actively managing time constraints (3 PM deadline)verifying payment details mid-calldeferring final commitment until arriving homeengaging in friendly rapport-building with agentdeferring deposit payment until he returns home to verify card detailstime-constrained by courtesy hold deadlineexpressing practical preference about trip logistics without blocking bookingmaking casual small talk with agent about geography and weathercarefully comparing cabin options and pricing between two datesdigging into promotional fine print to verify advertised offer detailsdeferring post-trip extension decision when informed of sold-out statusaccepting agent's recommendation on airfare class after initial budget discussionready to commit deposit and finalize booking pending receipt of invoiceComparing cabin options (C vs. D) based on price and availability differencesNegotiating cabin upgrade decisions between April 11 and 12 sailing datesAsking detailed questions about transportation logistics for extensions (Amsterdam to Brussels)Deferring airfare upgrade decision pending spouse approvalRequesting quick-turn Iceland trip information for late September travelcomparison-shopping between river cruise operators (Viking vs. Uniworld)leveraging airline mileage to reduce out-of-pocket air costsdeferring decision pending spouse approvalreferencing physical brochures and emails to verify pricing and promotionsasking agent to hold booking pending consultationcomparison-shopping air options (Viking package vs. independent booking with rewards miles)deferring decision pending spouse consultationanalyzing pricing volatility across multiple brochuresresearching competitor river cruise linesrequesting and validating promo codesnot available to take the callinitiated contact with Pavlus via voicemail last weeknot reached on this callback attemptseeking to reach a specific planner by namerequesting specific agent by nameaccepting voicemail routing as alternativerequesting agent continuity with existing plannerleveraging relationship with backup contact when first choice unavailableproviding identifying information for transferrequesting continuity with known agentdeferring detailed discussion until speaking with preferred plannerleveraging repeat-customer status and personal relationshipsdeferring final decision pending spouse approvalseeking clarification on reward points and payment mechanicsrisk-averse about rebooking flights independentlyready to authorize payment once wife is consultedseeking spouse approval before final paymentcomparing value of reward points against trip costreviewing details methodically before commitmentdeferring decision pending wife consultationaccepting tour operator constraints over alternative bookingverifying payment details before finalizing balanceexploring cost optimization via rewards pointsnegotiating travel protection removalrequesting callback with accountability to deadlineverifying payment details before committingseeking to reduce trip cost by removing redundant insuranceexploring rewards redemption optionsdeferring complex questions (points, upgrades) to agent while staying on taskprioritizing correct card selection for insurance benefitsfact-checking pricing across multiple sources (brochure, online catalog, agent quotes)performing arithmetic to compare bundled vs. independent booking costsclarifying air departure preferences and logisticsdeferring travel insurance decision pending review of credit card coveragecomparison-shopping pricing between land-only and land+air optionsrequesting file review to understand prior booking decisiondeferring final decision pending clarification of costs and termsaccepting agent's commitment to call vendor and update bookingplanning to submit required documents same day or next dayseeking clarification on booking structure and pricingcomparing published catalog prices to his booking detailsrequesting a booking modificationdeferring final decision pending agent guidance on best processseeking to correct a booking configurationcomparing pricing options between land-only and air-inclusiveconsidering alternative channels (direct operator contact) if Pavlus process is too slowdeferring decision pending agent guidance on the best pathseeking reassurance from his established planner rather than unknown agentcomparison-shopping between Pavlus invoice and tour operator's public pricingdeferring to tour operator for direct clarification instead of trusting Pavlus escalationexpressing skepticism about package pricing structurerequesting specific agent by name rather than accepting alternative helpcomparison-shopping between tour operator website pricing and Pavlus invoicequestioning pricing math and package inclusions mid-calldeferring full resolution pending callback from preferred plannercalling from car with connection issuesseeking insurance clarification before committingcomparing cruise line insurance against Chase credit card benefitsdeferring decision pending direct conversation with insurance providerready to commit once preexisting condition question is answeredtroubleshooting insurance coverage concerns before finalizing bookingcomparing information from multiple sources (Chase, Pavlus, insurance provider)deferring purchase decision pending specific coverage clarificationtaking call while driving with some audio quality issuesgathering information before committing to insurance purchasedeferring decision pending clarification from credit card issuerwilling to buy travel insurance as fallback protectionmaking decision by Friday deadlinemultitasking (managing family visit while booking)seeking clarification on pre-existing condition coverage before commitmentplanning to verify competing insurance options (credit card vs. Pavlus)deferring final purchase decision pending bank consultationready to buy once insurance question is resolvedmanaging a trip with a serious medical condition (pacemaker)awaiting callback regarding insurance decisioninitiated contact with Pavlus earlier that morninghas a preexisting medical condition (pacemaker) relevant to trip coveragenot yet decided on insurance purchasemethodically comparing three departure dates using calendar and traffic logicstrategizing how to use airline points for premium cabin upgraderesearching operator reviews and itineraries before committingcross-checking itinerary against previous Viking cruises to avoid duplicationdeferring friends' participation due to external constraints (graduations, family obligations)ready to authorize deposit immediately after date confirmationmethodically evaluating multiple departure dates against personal constraintsstrategizing premium airfare booking using airline loyalty pointsresearching operator reviews and comparing to prior experiencesdeferring final insurance decision pending card benefit verificationready to commit and authorize deposit immediatelyattempting to refer friends but managing their conflicting schedulesreturning customer reconnecting after time awayresearching specific tour operators and itinerariesasking detailed questions about rebate and refund policiesdeferring final booking pending date selectionplanning to initiate next contact with specific travel datescomparison-shopping tour operators and itinerariesdeferring booking decision pending final date confirmation with spouseseeking clarity on rebate terms and cancellation policies before committingready to move forward on timeline but cautious about past booking problemsresearching cruise availability and pricing across multiple operatorsdeferring decision pending spouse discussioncomparing Holland America against prior successful Viking experienceskeeping options open for alternative destinationscomfortable with waitlist/delayed-pricing booking modeldeliberating with spouse before committingcomparing multiple destination options (Holland America vs. Australia vs. Japan)evaluating deposit risk vs. early-booking convenienceleveraging past cruise loyalty to inform future decisionswaiting for pricing information before decidingcomparison-shopping between Viking and Talk river cruise operatorsresearching specific April 2025 departure dates online independentlyasking detailed logistical questions about inclusions and add-onsdeferring booking pending availability and pricing confirmationrequesting courtesy hold with no obligationcomparison-shopping between Viking and Uniworldactively researching on cruise line websites in parallelasking for specific pricing and discount clarifications before committingrequesting a courtesy hold pending availability confirmationdiscussing past passenger status to determine eligibility for benefitscomparing brochure terms against current cruise line offeringsdeferring deposit decision pending independent financial reviewfact-checking agent information against printed collateralplanning to reconnect after personal analysisanalyzing discrepancy between marketing materials and actual offerdeferring booking decision pending detailed pricing reviewcomparison-shopping based on total cost including airfareplanning to call back after re-evaluating numberscomparison-shopping against AMA and Avalon before committing to Vikingresearching cabin details and layouts online independently before callingconsulting spouse on dates and preferences (mentions wife Arlene's input)asking strategic questions about upgrade opportunities (guaranteed room category with upgrade option)negotiating cabin category based on ROI (rejecting $3k premium for minimal room benefit)ready to provide credit card and authorize deposit immediatelyextensive pre-research—checked Viking website for dates, room types, pricing before callingcomparison-shopping against AMA and Avalon, evaluating value and inclusionsdata-driven decision making—requested cabin specs (square footage, chair availability), analyzed cost-benefit of upgradesdate flexibility—willing to shift from April 21st to April 12th when first choice constraints became clearready to commit—authorized deposit and accepted non-refundable terms without pushbackcollaborative problem-solving—worked with agent to navigate sold-out extensions and explore alternativesinitiated contact by leaving voicemailawaiting callback responseleft a voicemail inquiry with Pavlus that was not immediately returnedattempting to reach specific planner by namedeferring booking pending preferred agent availabilityaccepting rebooking for later in the weekseeking specific agent by namewilling to defer booking to work with preferred plannerpolite and accommodating when encountering unavailabilityprice-comparison shopping (online vs. brochure pricing)asking detailed policy questions before committingrequesting availability checks and real-time inventory lookupsevaluating multiple cruise lines as alternativesdeferring decision pending post-New Year research phaseleveraging prior relationship to negotiate or gather informationcomparing pricing across multiple sources (brochures, online, different years)researching alternative cruise lines before committingasking clarifying questions about cancellation penalties and price adjustmentsdeferring decision pending further research and comparison shoppingleveraging past relationship and familiarity with Pavlus to explore optionsrequesting a specific agent by namemaking a warm transfer to known planner
Value perception Richard found Pavlus valuable for access to Viking's portal data and for bundling promotions (EBD code + $400 vouchers). He explicitly noted comparing Viking direct against AMA and Avalon; he chose Viking because 'it seems to be the best of both worlds'—better priced than AMA, less nickel-and-diming than Avalon—and appreciated that Pavlus could layer discounts he wouldn't easily find or apply himself.
Emotional arc Started visibly frustrated and skeptical about the misleading promo code ('Wow, I have another question... it really does not say anything except...'), warmed considerably once the agent worked with Viking to clarify terms and provided transparent pricing, ending the cruise booking portion on a positive note with light humor and gratitude.
What this customer cares about
Destinations Netherlands (tulips, Keukenhof)BrugesAustraliaNew ZealandNetherlands (tulips, Keukenhof gardens)Bruce (small European town)Los AngelesLAXAfricaSouth AfricaCape TownLos Angeles (LAX)New York (JFK)AmsterdamCaliforniaIcelandCubaNorthern ItalyColoradoPennsylvaniaBrusselsJFKDanube RiverAlbuquerqueDenverConnecticutNetherlandsBruges/BruggeGhentEuropeNew OrleansMilanStresaAdriatic regionAdriaticItalyNaplesCinque TerreFlorenceHolland America river cruise (April 2025, southbound)JapanNational Park (prior trip via Viking River Link)Southbound (April itinerary)National Park (prior trip reference)HollandBelgiumNew York
Cruise lines / operators GlobusViking River CruisesVikingViking River LinkTauckAbercrombie & KentAlexander and RobertsKLMInsight VacationsTulip TimeUniworldViking River LinesOtosOtioAvantiOSE (or similar tour operator)HuberHuber Unlimited TourOasisOnesiesO-Day (Uniworld or similar small-group operator)O-DayOday (O-day) small group toursViking RiverOdayHolland America LineTalkProvusAMA WaterwaysAvalon Waterways
Topics deposit refundabilitytour pricingair add-on coststravel protectionpost-trip debriefonboard booking confirmationpayment terms clarificationfuture trip planning (Australia/New Zealand)flight experiencestrip debrief and satisfactiononboard booking confirmation for future Australia trippayment terms and deposit structurefinal payment due date verificationfuture Australia/New Zealand cruise planningflight booking confirmation visibilityair itinerary portal sync issuesafari trip planning inquirytour operator recommendationsflight itinerary visibility issueViking River Cruises booking confirmationsafari trip planning for futureflight upgrade to premium economyairfare changes and air differentialsbooking modification processflight selection through My Viking Journey portalseat selection and flight changesair differential pricingbooking system (My Viking Journey)air customization feesflight change requestdeparture airport change (JFK to LAX)premium economy seatingtechnical issue with online booking systempricing comparisonViking River Cruises package modificationdeparture airport modificationonline booking system failureprice comparison LAX vs JFKfinal payment processingpayment method comparisontravel insuranceland tours vs cruisespast trip experiencesaccessibility concerns on tourscredit card vs e-check payment optionstravel insurance coveragepast travel experiencespayment method optionsdiscount ratescredit card rewards optimizationpayment methoddiscount structurecredit card rewardspayment timingair rate selectioneconomy vs business classflight booking timingloyalty points usagetransfersflight transfersloyalty pointsriver cruise itineraryexcursion planningpre-trip extensiondaily excursionsbooking modificationriver cruise daily excursionspre-trip extension cancellationinvoice adjustmentViking River Cruises pre-trip extension routingadd-on pricing comparisoncompetitor pricing (Tulip Time river cruises)cabin category and availabilityMarch vs April departure datesdeposit payment processingcash payment discount (3.3% ACH incentive)onboard credit differencespre-trip add-on flight routingcompetitor price checking (Uniworld)March vs April availability and pricingstateroom category selectionpayment options and incentivescash payment discountcruise deposit and paymentpre-trip vs post-trip arrangementscredit card verificationtrip logisticsdeposit requirementtrip timingpre/post-trip logisticspayment verificationcourtesy hold deadlinepromo code redemptioncabin selectionairfare optionspre- and post-cruise packagesonboard credits and discountsfuture Iceland trip inquiryViking River Cruise bookingPromo code discrepancy (SBC9)Cabin selection and pricingPre-trip extension (Brussels)Onboard credit and discountsIceland trip inquiryViking River Cruises pricing and availabilityNetherlands tulips and windmills tourCabin category options (French balcony)Promo codes and discountsAir add-ons and mileage rewardsPre-trip extensions (Brussels)Comparison shopping between river cruise linesPrice volatility in brochuresViking river cruise pricingTulip season in NetherlandsApril 2026 travel planningAir add-ons vs. independent bookingPre-extension hotel optionsCabin category selectionCompetitor river cruise linesagent callback requestroutingagent continuityexisting booking follow-uprepeat customer servicebooking managementbalance due clarificationtravel protection removalreward points applicationairfare purchased through operatorEuropean tripspouse consultationbalance clarificationreward points redemptionairfare booking constraintspayment due datespouse approvalbalance payment confirmationtravel insurance removalairline points redemption for upgradebusiness class upgrade pricingtrip details verificationairline reward points redemptiontrip transfersland-only vs. land-and-air pricingair departure city selectiontravel insurance decisionpassport information submissionland vs land+air pricingair departure cityair vs. land-only pricingtour operator coordinationbooking clarificationpricing discrepancyair and land package inclusionsinvoice reviewair and land package confusiontrip insurancepreexisting medical conditions coverageinsurance policy exclusionschase credit card benefits comparisonpacemaker coveragecredit card coveragepre-existing condition coveragetrip protection policyinsurance claim considerationscredit card insurance benefitspre-existing condition exclusionspolicy purchase timingpreexisting medical conditionsinsurance deadlineMay 2025 departure date selectionAir add-on logistics and timingTransfer policies with cruise operatorPoints redemption flexibilityAdriatic river cruise itineraryAvoiding duplicate Viking itinerariesGroup size preferenceReferral opportunitiesairfare strategy and points usagetransfer logistics from Milantravel insurance coverage verificationtour operator selection rationaleavoiding crowds and duplicating prior itinerariesreferral program inquirysmall group toursItaly travelbooking deposits and refund policiesrebate programsspring 2025 travel datesnorthern Italy small group tourtrip planning for spring 2025refund policies and deposit termsrebate/credit programsOday tour operatorCinque Terre destination interestHolland America Line river cruise pricing and availabilitydeposit requirements for 2025 bookingsalternative destination planning (Australia, Japan)prior positive experience with Viking River CruisesHolland America Line 2025 pricing and availabilityRiver cruise deposits and booking termsAlternative destinations (Australia, Japan)Viking River Cruises loyalty and past experiencesriver cruise availabilityroom category preferencespricing and discountsair add-onstransfers and logisticsland extensionspast passenger statuscomplimentary airfare eligibilitycruise itinerary selectionairfare pricingdeposit decisionbrochure discrepancycomplimentary airfare availabilitypricing and depositsbrochure discrepanciesRiver cruise Holland and Belgiumpromo codes and pricingpre- and post-cruise extensionstulip season timingcompetitor comparison (AMA, Avalon)deposit and payment termsriver cruise bookingpromotional codes and discountsalternative cruise line comparisonagent availabilityrebooking attemptbooking intentriver cruise pricing comparison2024 vs 2025 pricing structuresprice drop protection policiesalternative river cruise linesbooking timing strategyonboard credits and vouchersriver cruise pricing strategy2024 vs 2025 pricing differencesViking River Cruises promotionsseasonal booking timing
Signals across all calls
Buying signals booked Australia trip for December 2027 with $25 deposit onboardconfirmed willingness to make changes and potentially pay if conditions warrantindicated plan to research and follow up with agent on tour operator choicebooked December 2027 Australia trip with $25 deposit during onboard promotioncommitted to working through agent for potential future changes to itinerary or pricingplanning to research and discuss Australia/New Zealand tour options with agent at later dateexpressed intent to start researching safari trips for future travelcommitted to getting back to Pavlus with questions once research is underwaycommitted to existing Viking River Cruises booking with flight details confirmedexpressed intent to research safari trips and return with questionsrequested specific tour operator recommendations for future planningagreed to premium economy upgrade at $1,599 per personcredit card on file was charged $300,198 for the booking modificationcommitted to waiting 48 hours for new flight scheduleagreed to premium economy upgrade and paid $300,198 chargeaccepted the 48-hour timeline to receive new flight schedulecommitted to reviewing new flights and notifying agent of changesalready booked river cruise and initial flights with KLM premium economyproactively researched new flight pricing from LAXprovided specific seat numbers and total cost of $4,098.06already booked Viking River Cruise journey and paid for flightsselected premium economy seats with specific seat assignmentsproceeding with modified itinerary and committed to $4,098 flight costalready paid $50 deposit and confirming final balance paymentclarified credit card on file for full payment processingset payment date of October 31st and approved automatic billingconfirmed final payment to be charged October 31st via credit cardexplicitly approved payment plan and timing arrangementplanning additional future trips with Pavlus travel agencyready to make payment within couple of daysconfirmed intent to call back and process payment directly with agentready to make payment on existing Viking trip within couple daysplanning to call agent directly to process paymentconfirmed willingness to keep economy air rate for nowcommitted to calling back within one week with business class decisioncommitted to reviewing points balance next week and following upalready booked and selected specific excursion optionactively researching and planning daily excursionsproactively managing booking details with agentalready researched and booked preferred day excursion onlineconfirmed excursion selection with agentready to receive updated invoiceprovided credit card deposit information to agentcompared specific March 17 and April 12 departure dates in detailasked about ACH payment discount before final payment deadlineconfirmed he will follow up before final payment on October 31stprovided visa card ending in 99 for deposit paymentactively comparing March 17th vs April 12th departure datesasked about cash payment discount before final paymentconfirmed willingness to call back before final payment due October 31stconfirmed intent to proceed with trip despite minor hesitationsagreeing to $50 deposit and October end datecommitted to calling back within an hour with credit card detailsconfirmed willingness to move forward with depositcommitted to calling back within an hour with payment infoacknowledged $50 deposit requirement and deadlineselected specific cabin type and sailing dates after discussing optionsconfirmed preference for $999 economy airfare and agreed to finalize selection at 90 dayscommitted to $1.60M+ booking with deposit due October 31, 2025agreed to apply Pavlus vouchers and onboard credits after depositreceived and acknowledged booking confirmation number 9249183Selected specific sailing date April 12, 2026 with French balcony cabinChose $999 economy airfare from JFKCommitted to pre-trip Brussels extension at $1,005.99 per personProvided passport names and dates of birth for both travelersAccepted deposit due date of October 31, 2025Received booking confirmation number 9249183narrowed down to specific departure dates (April 11 or 12, 2026)selected cabin type (French balcony) and identified promo codeinquired about pre-extension option (three nights Brussels)asked agent to place courtesy hold pending spouse consultationcomparing air booking options to finalize total costidentified specific departure dates and requested pricing detailsconfirmed promo code SBC nine and approved French balcony cabin typeagreed to consider three-night pre-extension in Brugesasked about air options and transfer logisticsstated he books frequently with Pavlus ("we do book all the time")mentions booking frequently with Pavluswilling to work with preferred agent Susan Bendaaccepted balance due amount of $10,798 without further negotiationagreed to charge card for full booking amountcommitted to calling back within 30 minutes after spouse reviewagreed to proceed with full balance payment via card chargeconfirmed review with spouse before final commitmentcommitted to call back within 30 minutes to authorize chargeconfirmed correct credit card ending in 2079 for paymentacknowledged balance due tomorrow and ready to payprovided callback phone number 917-771-3461explained existing trip booking with clear departure date May 17th 2025confirmed correct credit card on file for trip insurance benefitproceeding with balance payment tomorrow (May 11th deadline)asking about upgrade options rather than canceling tripspecifically selected card with trip insurance coverageconfirmed desire to upgrade from land-only to land-and-air packagecommitted to submitting passport information today or tomorrowaccepted agent's timeline to receive revised invoice before final paymentconfirmed preference for land+air package with airport transferscommitted to JFK departure airportagreed to proceed with agent calling Uniworld to update bookingcommitted to submitting passport info today or tomorrowalready booked a tour with Pavlus through Susanactively reviewing booking details and considering modificationsactively managing existing booking with Pavluswilling to add airfare if pricing is correctedengaged enough to call and seek clarificationready to add insurance if preexisting condition is not excludedcommitted to call back today or tomorrow morning with decisionready to add insurance if preexisting condition exclusions are clarifiedcommitted to calling back by tomorrow morning with decisioncommitted to calling back Friday morning to purchase insurance if Chase cannot clarifyacknowledged policy cost around $428 is fair and acceptablewilling to proceed with Pavlus insurance as backup optionwilling to purchase travel insurance by Friday morningacknowledged $428 per person policy price as fairconfirmed callback availability for Friday purchasecommitted to May 17th, 2025 departure after deliberationauthorized $475 per person deposit charge to existing card on fileagreed to proceed with booking despite minor logistical concernsconfirmed itinerary 'hit the right places' they wanted to seeexpressed preference to work through Pavlus rather than direct operator contactagreed to book May 17th departure date definitivelyaccepted $475 per person deposit amount and authorized card on fileconfirmed chase card ending in 2079 expiring 7/26 for paymentapproved holding insurance on invoice pending personal verificationasked about confirmation process and email delivery timelineactively researching specific 14-15 day Northern Italy tourplanning to decide on dates and call back with booking informationconfirmed willingness to move forward pending date confirmationactively comparing specific tour itineraries and evaluating northern Italy Oday tourcommitted to deciding on dates this weekend and calling back with booking decisionasking about rebate terms, indicating financial commitment considerationexpressed strong history of satisfied Viking cruises with spousewilling to pay deposit once prices published in Aprilactively considering April 2025 Holland America southbound cruiseplanning multiple international trips concurrentlyExpressed specific date preference (April 5th southbound) and engaged with deposit mechanicsConfirmed willingness to book once prices are published and decision made with spouseIndicated trip is on their list and timeframe makes it feasiblespecified preferred travel date April 5th going southactively comparing two specific river cruise operatorsasking about booking process and incentivesconfirmed home airport and flight logisticsagreed to courtesy hold with no obligationidentified specific preferred travel date: April 5th southbound itineraryactively comparing two cruise lines and narrowing decisionconfirmed willingness to proceed once availability is confirmedagreed to courtesy hold with no obligation while agent verifies spaceacknowledged couple of rooms probably still availableagreed to review numbers and contact agent with decisionagreed to hold cabin and receive invoice with all detailsconfirmed April 12 departure date and both pre/post extensionsauthorized agent to charge $50 non-refundable deposit to Visa on filecommitted to using EBD promo code before January 31 expirationready to apply $400 Pavlus vouchers toward final balanceprovided promo code EBD and confirmed $25 deposit deadline of January 31stauthorized agent to hold cabin using existing Visa on fileaccepted non-refundable $50 deposit commitment as confirmation of intentagreed to April 12th alternative date after originally requesting April 21stconfirmed both pre-extension (Brussels/Ghent) and post-extension (Amsterdam) availabilityasked about voucher application and larger deposit payment processexpressed intent to book something with Susanstated intent to book something with Susan after she returnsinterested in specific April 3, 2025 departure datenarrowed preference to veranda and French balcony cabin categoriesresponded positively to $200 per person Pavlus voucher offeragreed to review alternative cruise line options for comparisonscheduled follow-up call after New Year to continue booking discussionspecifically researched April 3rd 2025 departure date onlinenarrowed interest to veranda cabin category despite price concernsacknowledged previous bookings with Pavlus and familiarity with onboard creditsagreed to follow up after New Year to research and compare other cruise linesconfirmed willingness to discuss booking after wave season research period
Objections concerned that globus deposit is nonrefundableconcerned about non-refundable deposit policy on Globus touruncertain about payment term: sixty days vs six months before final paymenthesitant about Viking for Australia—considering whether other operators might be betteruncertainty about whether six-month payment terms are actually better than standard bookingskepticism about whether Viking is the best tour operator for Australia/New Zealand vs alternativesflight booking not appearing in My Viking Journey portal after 24 hoursskeptical whether budget safari operators offer same quality and safety as premium optionsunsure why booking not visible in personal portal despite confirmation emailconcerned that messages weren't getting into system yesterdayconfused why air differentials weren't disclosed upfront when bookinguncertain about the process for making flight changes without incurring feesconfused why Viking doesn't warn customers about air differential fees upfrontskeptical about process for changing flights without incurring customization chargesonline booking system froze at 98% completion, preventing flight change submissiontold to contact Viking directly instead of completing change onlineoriginal flights already booked from JFK, need to change to LAX departureonline flight change form stalled at 98% completion and would not processsystem did not retain flight changes after multiple submission attemptscustomer was not informed upfront that flight changes require agent assistanceprefers credit card payment for travel insurance benefits despite higher feeconcerned about accessibility and room placement on group tours for older travelersprefers credit card payment for travel insurance benefits despite e-check savingsconcerned about accessibility in older European hotels for guests with mobility limitationsuncertain whether 2% cash discount beats credit card points accumulationuncertain whether 2% e-check discount beats credit card points earningconcerned about managing transfers if booking flights independentlywants to verify loyalty points balance before upgrading to business classconcerned about transfer logistics if booking own flightsuncertain whether loyalty points will cover business class upgradepre-trip extension requires unpacking/repacking hotel stayspreference for post-trip extension timing over pre-tripinconvenient pre-trip extension required unpacking and repacking at hotelunsure why this add-on costs more than others at $5,600+concerned competitor offers same trip for half the priceskeptical about brochure lead-in prices that aren't actually availableApril mid-month pricing significantly higher than March specialsconcerned pre-trip add-on pricing much higher than other add-onsfound competitor (Uniworld) offering same trip at roughly half the priceuncertain about mid-April availability without full priceuncertain about pre-trip packing arrangements versus post-tripprefers post-trip over pre-trip packing assistance for suitcase managementconfused why advertised 'two for one free air' offer wasn't showing on website pricingfrustrated that fine print on promotional email didn't clearly explain date restrictionsinitially wanted post-cruise Brussels extension but discovered it was sold out only as pre-cruiseConfused by promo code SBC9 not showing free airfare as advertisedFrustrated that marketing materials were unclear about date restrictionsDisappointed Brussels post-trip extension was sold out, only pre availableConcerned about lack of waitlist for sold-out extensionsuncertain about air pricing vs. using airline mileage rewardsfrustrated by rapidly changing prices in successive brochureswants to confirm spouse approval before committingskeptical that other river cruise lines offer better deals than Vikinguncertain whether to book air through Viking or use airline miles/rewards pointsconcerned about rapidly fluctuating pricing across different brochureswants to verify cabin category on April 11 vs. April 12 departureneeds to consult travel companion before committingprefers to continue conversation with existing agent rather than restart with new personfrustrated that rewards points cannot be applied to airfare booked through operatorconcerned about flight timing and availability if booking independentlyhesitant to book own flights and risk logistical problemsfrustrated reward points can't apply to airfare purchased by tour operatorconcerned about flight timing if booking own airfare separatelybalance due tomorrow creates time pressure for spouse discussionwants to remove travel insurance since credit card already covers ituncertain whether airline points can be applied to pay for flights and upgradesconcerned about paying balance by deadline without full clarity on final costsunsure if airline reward points can be applied to airfare paymentconcerned about business class upgrade cost ($3,000 per person)travel insurance included by default but wants it removedworried about missing transfers if booking flights independentlyconfusion about why booking was marked land-only when air package seemed better valueuncertainty whether $5,874 air-inclusive price includes all taxes and feesskepticism that bundled air is cheaper than booking flights independentlyconfused why booking shows land-only when land+air seems better valueskeptical about $5,874 air price versus $4,695 land-only base rateconcerned about missing notes in file explaining original land-only choiceunclear whether to modify booking through Pavlus or directly with tour operatorconcerned about pricing discrepancy between land-only and air-inclusive optionsconfused about whether to modify booking through Pavlus or directly with tour operatorpricing discrepancy between land-only and air-inclusive options doesn't make economic senseconfused about whether air is included in land-only package pricepricing shown on Huber website ($4,695 air+land) doesn't match Pavlus invoice ($4,895 land-only)concerned about balance owed discrepancy and unclear package contentsconfused about whether air is included in the $4,895 land-only price quotedwebsite shows $4,695 all-inclusive but invoice shows $4,895 land-onlyskeptical the pricing breakdown adds up correctlyunable to get clear answers from Chase about their benefits packageconcerned about preexisting condition (pacemaker) exclusions in insurance policycannot get clear answers from Chase about benefits and coverage detailsconcerned insurance may exclude pacemaker as preexisting conditionconcerned pre-existing pacemaker condition may not be covered by credit card insuranceunable to get clear answer from Chase about coverage termsuncertain whether to buy separate Pavlus travel insurance policyuncertain whether credit card insurance covers pre-existing pacemaker conditionwants to verify coverage details with Chase before purchasing Pavlus policyuncertainty about transfer availability if booking own international flightsconcerned about double stops on included air itinerarieshesitation about timing: returning from California only two weeks priorneed to verify travel insurance benefits haven't changed in past yearwanted to avoid duplicating previous Viking river cruise routesconcerned about airfare booking timing and availability of flightsworried transfers won't be complimentary if booking own flightshesitant about holiday weekend travel disruptions on May 24needs to verify insurance coverage on Chase Sapphire Reserve cardwants to avoid duplicating prior Viking river cruise itinerariesuncertain about exact travel dates for spring 2025concerned about booking timing and tour filling up quicklywants multiple days in Cinque Terre but most tours offer only one day thereconcerned about tour filling up if not booked quickly for spring 2025frustrated that most Italy tours give minimal time in Cinque Terre despite it being a key interestuncertain about deposit commitment until prices publishedconcerned prices may not be released until Aprilworried availability may be taken by other early bookerswants to discuss trip with spouse Allene before committingUncertain whether to commit deposit before prices are published in AprilConcerned about tying up deposit money if itinerary might change to Australia or Japan insteadWants to discuss trip with spouse Allene before committing financiallylimited room availability in preferred category for initial datesconcerned Talk eliminates discounts but only offers air specialsuncertain if land extensions or pre/post nights availableViking website showing fewer available dates than expectedconcerned about limited cabin availability, specifically lack of French balcony optionsworried Uniworld may have limited trip dates available compared to Vikinguncertain whether Uniworld offers land extensions for pre/post trip staysconfused about free air offer discrepancy between brochure and cruise lineuncertain whether to book given unclear airfare inclusion termsneeds to reconsider numbers before committing depositconflicting information between brochure and what airline actually offersuncertain whether to book given airfare add-on cost of $999 per personneeds to review pricing and room availability before committingskeptical about paying $3,000 more for French balcony vs standard cabinconcerned standard room on April 21st lacks chair and has poor window viewworried about tulip bloom timing—cold spring could ruin sightseeingfrustrated that Brussel-Ghent post-extension sold out two years in advancehesitant about travel protection given Chase Reserve card coveragereluctant to pay $3,000 premium for French balcony vs standard cabinconcerned standard cabin lacks chair and adequate seatingfrustrated no guaranteed cabin upgrade option available on April 21st dateworried about tulip bloom timing—early April may be too cold or lateconcerned that post-cruise extensions (Brussels/Ghent) sold out two years in advancehesitant about travel protection given Chase Reserve card benefits includedconfused about price adjustment policy when promotional fares emergefrustrated by $3,000+ price differences between 2024 and 2025 brochuresconcerned about $100 per person penalty to cancel and rebookworried about losing nonrefundable insurance if rebooking for new promotionuncertain whether to book now or wait for better 2025 pricingquestioning whether other river cruise lines offer better valueconcerned Viking doesn't auto-adjust pricing if booked now then deals drophesitant about $100 per person cancellation penalty if better deals emergeworried river cruises fill up fast before promotional pricing appearsuncertain whether to book now at $7,000 or wait for new year discountsconsidering if veranda cabins worth premium vs cheaper French balcony option
Latest emotional read The customer was not present on the call; this was a voicemail response. The agent's tone was informative but clipped, delivering policy information in a rapid, procedural manner without warmth or reassurance.
AI workup

Generated on demand by Claude Sonnet from the 70 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 (70 analyzed, 5 unanalyzed)
Date Planner Sentiment Intent Suggested follow-up
2026-08-06 23:59 Susan Bender negative (-0.30) Support Follow up with Richard and Arlene via phone call (not voicemail) to confirm they received the deposit information and to address any remain… call data  |  Dialpad ↗
2026-08-06 23:59 Susan Bender neutral (-0.30) Support Follow up with Richard and Arlene within 24 hours to confirm they received the voicemail and are ready to proceed with the Globus tour book… call data  |  Dialpad ↗
2026-08-06 20:49 Susan Bender not analyzed — call data  |  Dialpad ↗
2026-08-06 20:49 All Pavlus Recording not analyzed — call data  |  Dialpad ↗
2026-08-06 20:49 Z-Susan TF not analyzed — call data  |  Dialpad ↗
2026-08-06 20:49 Z-Susan TF not analyzed — call data  |  Dialpad ↗
2026-04-22 18:31 Susan Bender positive (0.70) Post-Trip Send Richard research materials and recommendations comparing Viking vs. alternative operators (e.g., Uniworld, Scenic) for Australia and N… call data  |  Dialpad ↗
2026-04-22 18:31 Susan Bender positive (0.65) Post-Trip Before the next conversation, compile a comparison of Viking Australia/New Zealand river and small-ship options against 1–2 alternative ope… call data  |  Dialpad ↗
2026-01-09 17:53 Susan Bender positive (0.65) Support Send Richard curated links or a brief summary of Tauck and A&K safari options in South Africa/Cape Town region within the next week, with a… call data  |  Dialpad ↗
2026-01-09 17:53 Susan Bender positive (0.65) Support Send Richard a curated list of Abercrombie & Kent and Micato safari itineraries covering South Africa and Cape Town destinations within 2-3… call data  |  Dialpad ↗
2026-01-07 00:13 Susan Bender positive (0.60) Support Call Richard back within 48 hours after the new flight schedule is issued to confirm he received it and ask if he wants to proceed with the… call data  |  Dialpad ↗
2026-01-07 00:13 Susan Bender positive (0.60) Rebooking Call Richard within 48–50 hours after the new air schedule posts to confirm he received it and ask whether he intends to make any flight ch… call data  |  Dialpad ↗
2026-01-06 23:57 Susan Bender neutral (0.35) Support Susan should call Viking directly within the next few hours to confirm the flight change from JFK to LAX, lock in the premium economy seats… call data  |  Dialpad ↗
2026-01-06 23:57 Susan Bender neutral (0.30) Support Call Viking River Cruises within 1 hour to confirm the airport change from JFK to LAX for the KLM flights (departing 1:50 PM, returning 9:5… call data  |  Dialpad ↗
2025-10-22 20:51 Susan Bender positive (0.80) Booked When Richard calls back with planning questions about the other trip, be ready to discuss destinations and confirm whether land tours (via … call data  |  Dialpad ↗
2025-10-22 20:51 Susan Bender positive (0.75) Booked Follow up with Richard within 1–2 weeks after October 31st payment confirmation with a 'trip countdown' message and probe gently about his … call data  |  Dialpad ↗
2025-10-20 21:08 Susan Bender positive (0.60) Support Richard will call back within a couple of days to process payment; Susan should ensure she is available Monday–Friday and be prepared to pr… call data  |  Dialpad ↗
2025-10-20 21:08 Susan Bender positive (0.60) Support Block Richard's preferred callback day(s) and prepare payment processing. Confirm whether he plans to use e-check for the 2% discount or cr… call data  |  Dialpad ↗
2025-09-29 19:44 Susan Bender positive (0.60) Rebooking Add a calendar reminder for next week to proactively reach out to Richard asking whether he confirmed his loyalty points balance and decide… call data  |  Dialpad ↗
2025-09-29 19:44 Susan Bender positive (0.60) Rebooking Send Richard a summary email of his current booking with the economy air rate confirmed and a reminder to call next week once he's reviewed… call data  |  Dialpad ↗
2025-09-29 19:42 Susan Bender positive (0.70) Booked Susan should contact Viking River Cruises promptly to remove the three-day pre-trip extension from Richard's booking and send him the revis… call data  |  Dialpad ↗
2025-09-29 19:42 Susan Bender positive (0.70) Booked Send Richard the corrected invoice within 24 hours confirming the three-day extension removal and reflect only the day-excursion charges al… call data  |  Dialpad ↗
2025-09-11 17:37 Susan Bender positive (0.65) Ready to Book Send Richard a detailed confirmation of the March 17 Viking River cruise deposit and add-on, with a reminder to call by October 20th to pro… call data  |  Dialpad ↗
2025-09-11 17:37 Susan Bender positive (0.65) Ready to Book Send Richard a detailed confirmation email showing the March 17th deposit booking, the October 31st final payment deadline, and the 3.3% AC… call data  |  Dialpad ↗
2025-09-11 16:16 Susan Bender positive (0.70) Ready to Book Call Richard back in approximately one hour to confirm credit card details and process the $50 deposit. Clarify expiration date of Visa end… call data  |  Dialpad ↗
2025-09-11 16:16 Susan Bender positive (0.70) Ready to Book Call Richard back in approximately one hour (as he indicated) to confirm credit card details and process the $50 deposit. Confirm October t… call data  |  Dialpad ↗
2025-09-08 22:04 Susan Bender positive (0.65) Ready to Book Send invoice immediately with deposit due date (October 31) clearly marked. Follow up Thursday to confirm deposit receipt, apply the $200/p… call data  |  Dialpad ↗
2025-09-08 22:04 Susan Bender positive (0.65) Ready to Book Send the finalized invoice with deposit details immediately and confirm receipt by October 31, 2025. Separately, reach out proactively with… call data  |  Dialpad ↗
2025-09-08 18:40 Susan Bender positive (0.60) Researching Send Richard a detailed invoice with courtesy-hold confirmation for the April 11 French balcony D cabin (category C if preferred), three-ni… call data  |  Dialpad ↗
2025-09-08 18:40 Susan Bender positive (0.65) Researching Richard will call back within 1–2 hours after consulting with his wife. Confirm whether April 11 or 12 is preferred, finalize cabin categor… call data  |  Dialpad ↗
2025-09-08 15:26 All Pavlus Recording neutral (0.00) Other Monitor whether Richard calls back on Susan's direct line or leaves another message. If no contact within 3–5 business days, attempt a seco… call data  |  Dialpad ↗
2025-09-08 15:26 Susan Bender neutral (0.00) Other If Richard does not call back within 2-3 business days, attempt a second outbound call or send an email to ensure his original inquiry gets… call data  |  Dialpad ↗
2025-06-13 21:17 Abigail Okruszynski neutral (0.00) Support Susan should review her voicemail from Richard Kaban promptly and call him back to understand what assistance he needs with his travel plan… call data  |  Dialpad ↗
2025-06-13 21:17 Reception negative (-0.30) Support Ensure Susan receives the voicemail message promptly and calls Richard back within 24 hours to understand what travel need or existing book… call data  |  Dialpad ↗
2025-02-10 23:06 Susan Bender not analyzed — call data  |  Dialpad ↗
2025-02-10 23:04 Dawn Claflin neutral (0.10) Support Susan should be prepared to take over Richard's existing booking discussion with Brianna. Confirm with Brianna what topic Richard was calli… call data  |  Dialpad ↗
2025-02-10 23:04 Guest Relations neutral (0.30) Rebooking Susan should reconnect with Richard immediately upon taking the call, acknowledge the prior conversation with Brianna, and move the booking… call data  |  Dialpad ↗
2025-02-10 21:38 Guest Relations positive (0.50) Ready to Book Call Richard back at the number he provided within 30 minutes to 1 hour (he said he'd consult his wife in about a half hour). Have payment … call data  |  Dialpad ↗
2025-02-10 21:38 Briana Armstrong neutral (0.30) Ready to Book Confirm Richard's callback within 30 minutes to authorize the $10,798 charge once he has reviewed with his wife. Have payment method and fi… call data  |  Dialpad ↗
2025-02-10 21:09 Briana Armstrong positive (0.60) Ready to Book Briana should contact Abercrombie & Kent immediately to (1) remove the $5,347 travel protection from the invoice and confirm the revised ba… call data  |  Dialpad ↗
2025-02-10 21:09 Guest Relations positive (0.65) Ready to Book Call Avanti immediately to (1) remove the $5,347 travel protection and confirm the revised balance, and (2) investigate whether Richard can… call data  |  Dialpad ↗
2024-12-27 20:27 Donna Fontenot positive (0.65) Rebooking Call Uniworld to update the booking from land-only to land-and-air at $5,874 per person from JFK, generate and email the revised invoice to… call data  |  Dialpad ↗
2024-12-27 20:27 Donna Fontenot positive (0.65) Rebooking Call Uniworld today to add JFK air departure at $5,874 per person, generate updated invoice, and email to Richard. Follow up by end of day … call data  |  Dialpad ↗
2024-12-27 20:22 Jessica Folkner neutral (0.10) Support Donna should (1) confirm the current booking details and pricing tier in the system, (2) explain why 'land only' was selected instead of ai… call data  |  Dialpad ↗
2024-12-27 20:22 Guest Relations neutral (0.10) Support Donna should confirm the booking discrepancy, correct the air/land-only configuration to include airfare (saving Richard the claimed $200),… call data  |  Dialpad ↗
2024-12-16 23:51 Jocelyn Burgess negative (-0.30) Support Susan should call Richard back Monday the 23rd (after returning from vacation) to reconcile the $4,895 Pavlus land-only invoice against Hub… call data  |  Dialpad ↗
2024-12-16 23:51 Guest Relations negative (-0.30) Support Susan should call Richard (ideally before Monday end of day or first thing Tuesday) with a detailed side-by-side comparison of the Huber we… call data  |  Dialpad ↗
2024-06-27 18:41 Susan Bender positive (0.60) Support Email Richard the insurance provider's phone number and preexisting condition contact information today. Call or text Richard by end of bus… call data  |  Dialpad ↗
2024-06-27 18:41 Susan Bender positive (0.60) Support Email Richard the insurance company contact number by end of business today so he can verify his pacemaker is not excluded. Follow up with … call data  |  Dialpad ↗
2024-06-26 16:36 Susan Bender positive (0.60) Support Call Richard Friday morning (or have him call in) ready to finalize the ~$428 travel insurance policy purchase. If he confirms Chase will n… call data  |  Dialpad ↗
2024-06-26 16:36 Susan Bender positive (0.60) Support Schedule a callback with Richard for Friday morning (his preferred time) to finalize the $428 per-person travel insurance purchase once he … call data  |  Dialpad ↗
2024-06-26 16:26 Susan Bender negative (-0.30) Support Follow up with Richard by phone or email by June 27th to confirm whether he purchased the Oasis travel insurance or elected alternative cov… call data  |  Dialpad ↗
2024-06-26 16:26 Susan Bender negative (-0.30) Support Follow up with Richard by phone or email confirming receipt of voicemail and whether he wants to add the $452 travel insurance with preexis… call data  |  Dialpad ↗
2024-06-14 20:57 Susan Bender positive (0.75) Ready to Book Send booking confirmation once O-Day confirms, and follow up in early April (6–8 weeks before departure) to confirm Richard's decision on o… call data  |  Dialpad ↗
2024-06-14 20:57 Susan Bender positive (0.75) Ready to Book Send Richard the O-Day booking confirmation and invoice once the operator confirms; follow up via email within 7 days asking him to verify … call data  |  Dialpad ↗
2024-06-14 20:21 All Pavlus Recording neutral (0.00) Other Agent should attempt to reach Richard Kaban again during stated availability windows or follow up via email if a voicemail callback does no… call data  |  Dialpad ↗
2024-06-14 20:21 Susan Bender neutral (0.00) Other Monitor for Richard's return call or attempt outbound contact again tomorrow morning per the callback window offered. call data  |  Dialpad ↗
2024-06-14 19:18 Susan Bender positive (0.70) Researching Send Richard an email Monday morning summarizing the Oday Northern Italy tour details (14-15 day itinerary, $6,790 per person, 4% rebate po… call data  |  Dialpad ↗
2024-06-14 19:18 Susan Bender positive (0.65) Researching Follow up Monday or Tuesday (per Richard's stated timeline) when he calls back with confirmed spring 2025 travel dates for the Oday norther… call data  |  Dialpad ↗
2024-01-31 20:29 Susan Bender positive (0.60) Researching Set a calendar reminder to contact Richard by early April 2025 when Holland America publishes pricing. When calling back, confirm the April… call data  |  Dialpad ↗
2024-01-31 20:29 Susan Bender positive (0.60) Researching Call Richard in early April 2025 as soon as Holland America publishes pricing for the April 4th southbound sailing, sharing the per-person … call data  |  Dialpad ↗
2024-01-31 18:52 Susan Bender positive (0.65) Researching Call Richard back within one hour (as promised) with confirmed availability for Talk's April 5 southbound Holland–Belgium itinerary, clarif… call data  |  Dialpad ↗
2024-01-31 18:52 Susan Bender positive (0.65) Researching Call Richard back within one hour (as committed) with confirmation of availability on the April 5th Uniworld sailing in the lowest-category… call data  |  Dialpad ↗
2024-01-03 23:25 Susan Bender neutral (0.30) Researching Follow up with Richard early next week (he confirmed Monday–Friday availability) to discuss his analysis of the $999 per-person airfare cos… call data  |  Dialpad ↗
2024-01-03 23:25 Susan Bender neutral (0.30) Researching Send Richard a side-by-side comparison document clarifying which 2024 brochure promotions apply to his specific itinerary, and confirm curr… call data  |  Dialpad ↗
2024-01-03 22:40 Susan Bender positive (0.65) Ready to Book Follow up within 24 hours with a formal booking confirmation email showing April 12 departure, Amsterdam pre-extension (2 nights), cruise d… call data  |  Dialpad ↗
2024-01-03 22:40 Susan Bender positive (0.65) Ready to Book Send Richard the full booking confirmation with April 12th dates, cabin details, and extension pricing within 24 hours. Once voucher number… call data  |  Dialpad ↗
2024-01-03 22:38 All Pavlus Recording neutral (0.00) Support Susan should review Richard's original voicemail immediately and call him back directly within 2 hours to understand his booking need or co… call data  |  Dialpad ↗
2024-01-03 22:38 Susan Bender neutral (0.00) Support Agent should prioritize retrieving and returning Richard Kaban's initial voicemail within 24 hours, and confirm his travel needs and inquir… call data  |  Dialpad ↗
2023-12-26 20:06 Tina Simons neutral (0.30) Support Flag Richard Kaban's intent to book with Susan for Friday, January 29th, so Susan can proactively reach out or be prepared for his call. Co… call data  |  Dialpad ↗
2023-12-26 20:06 Reception neutral (0.30) Rebooking Ensure Susan Vendor receives a note that Richard Kaban will call back on Friday the 29th to proceed with a booking he has in mind. Consider… call data  |  Dialpad ↗
2023-12-20 22:09 Susan Bender positive (0.60) Researching After New Year (around January 6–9), contact Richard proactively during wave season to present a side-by-side comparison of the April 3, 20… call data  |  Dialpad ↗
2023-12-20 22:09 Susan Bender positive (0.55) Researching After New Year (before January 15 wave season peak), proactively send Richard comparisons of the April 3 Viking sailing (with Pavlus vouche… call data  |  Dialpad ↗
2023-12-20 22:07 Tina Simons neutral (0.00) Support No follow-up recommended from this call segment; the customer was successfully connected to Susan Benda as requested. call data  |  Dialpad ↗
2023-12-20 22:07 Reception neutral (0.00) Other No follow-up needed from this call; customer was successfully transferred to Susan Benda. call data  |  Dialpad ↗