Sonia Kaplan (Roy Bloom)
Average sentiment
0.24
neutral
Trajectory
▼ declining over time
across 26 analyzed calls
Current stage
Support
Primary planner
Taylor Bazzoni
plus 1 other
Phone
+15613577720
id 6056429849157632
“I called Tuesday, left a message, I called Thursday and Wednesday and Thursday, and I called this morning and I left messages.”most recent call
Next best action:
Confirm receipt of the resent invoice within 24 hours and proactively reach out to Roy 2–3 days before his trip to ensure all final details are correct, reinforcing that his dedicated agent Taylor is available.
Confirm receipt of the resent invoice within 24 hours and proactively reach out to Roy 2–3 days before his trip to ensure all final details are correct, reinforcing that his dedicated agent Taylor is available.
Narrative
Roy called back after leaving a voicemail, and Taylor attempted to follow up on two prior emails (one from Taylor about a Celebrity cruise, one from the director of guest relations about Princess). Roy stated he never received either email, though Taylor could see they'd been opened. Roy blamed Yahoo email issues. Taylor agreed to resend both emails. The conversation then pivoted to trip cancellations: Roy wanted to cancel a Princess November booking but was afraid of losing the $1,800 Celebrity deposit if he cancelled the wrong trip. Once clarity was reached, Roy confirmed he wanted to cancel the Princess trip because he's now keeping the Celebrity cruise with his nephew and niece-in-law attending. Taylor explained that Celebrity bookings must be linked by Celebrity directly (not through Pavlus) for dining coordination, and that Roy's nephew (who booked elsewhere) would need to work with their original booker for dining upgrades. Taylor confirmed she would cancel only the Princess booking and send a cancellation confirmation; the Celebrity booking remains Roy's responsibility going forward.
How they see Pavlus
− frustrated that it took a week to process insurance addition despite multiple voicemails left across three days
− upset that agent (Taylor) did not call him back, only responded after supervisor Aaron Conner directed Taylor to do so
− confused and concerned when he saw unfamiliar names (Aaron Conner) in voicemail and thought something was wrong with his booking
+ satisfied once Taylor resolved the issue and resent the invoice; expressed relief by saying 'thank you so much' and 'I know that but as long as everything is still the same'
− frustrated that multiple calls over a week went unanswered: 'I called Tuesday, left a message I called Thursday and then, Wednesday and Thursday, and ain't call this morning and I left messages'
− upset that no callback was made despite established relationship: 'I thought you were sick or something because you always call me back'
+ appreciated that Taylor took ownership and resolved the issue once contacted: 'thank you so much' after confirming insurance was added
− frustrated that Kelly didn't process the charge after speaking Wednesday; nothing charged by Friday despite the request
+ 34 more observations
Process friction they hit
- customer left multiple voicemails (Tuesday, Wednesday, Thursday, Friday morning) with no callback from agent for a week
- insurance addition request took two days to be processed and emailed without proactive customer communication
- customer had difficulty receiving or locating the invoice email from Pavlus/Fable after it was sent
- call routing or handoff confusion—customer received voicemail from supervisor Aaron Conner instead of expected agent
- customer called multiple times (Tuesday, Wednesday, Thursday, Friday) without receiving a callback
- email confirmation of insurance addition was sent but did not arrive in customer's inbox (or was missed); took resend
- supervisor's name (Aaron Conner) routed the callback instead of the expected agent, creating confusion for the customer
- payment request made Wednesday was not processed by Friday, causing customer frustration
- customer was transferred/handed off to Kelly without advance notice from primary agent Taylor
- invoice generation delayed, promised for Monday follow-up
- payment not processed after customer spoke with agent Kelly on Wednesday; no charge appeared by Friday
- customer was transferred to a different agent (Kelly) without apparent advance notice, causing confusion when she called
- upgrade tier miscommunication—customer uncertain whether he authorized 'princes plus' or 'premier'
- communication confusion on payment amount due to customer's hearing difficulties; agent initially didn't recognize this accessibility need
- agent referenced a jumbled voicemail and had to reconstruct booking details during the call rather than having full clarity upfront
- voicemail from customer was difficult to parse, necessitating live call to confirm sailing details
- customer reports not receiving two separate emails from Pavlus (one from Taylor, one from director of guest relations)
- customer had to clarify multiple times which booking was which, suggesting prior communication may not have been clear
- customer did not receive emails from agent or guest relations team (unclear if delivery or inbox issue)
- customer had to ask twice for email resends before understanding which trips were being discussed
- confusion about who can handle bookings made through other agents/providers
- customer's email with multiple questions sent to Pavlus on Sunday morning was not received or read by agent before call
- unclear communication about where to send deposit payment initially confused customer about direct Celebrity payment vs Pavlus
- amenity documentation from Celebrity is confusing and customer cannot easily read it; customer wanted written copy from Pavlus but agent cannot provide until booking transfers
- customer had to provide reservation number multiple times and ask clarifying questions about the transfer link process
- customer sent email with three questions this morning that agent Taylor never received
- confusion about which planner Roy was working with after Sunday call, unclear handoff process
- amenity documentation from Celebrity is confusing (printed on back of picture, hard to read) and Roy wanted clear copy from Pavlus
- customer unsure where to send certain paperwork initially (main office address vs agent email)
- customer sent email to incorrect planner email address (tishtravel.com instead of @pavlustravel.com)
- reservation not yet transferred to planner, blocking access to booking details
- unclear communication about which email address or contact method to use for document submission
- customer unable to send documents directly from Apple Pages format, requiring workarounds (photos, mailing, texting)
- customer sent critical rebooking documents to wrong email address (tishtravel.com instead of pavlustravel.com)
- reservation transfer must be manually completed before agent can access booking; no direct agent access to existing reservations
- document submission process relies on email, but customer's Apple Pages format incompatibility creates friction
- customer discovered a $3,500 price difference on Celebrity cruise after initial hold, suggesting possible transparency or pricing clarity gap
- pricing tier structure causes customer to pay $3,500 more at final payment stage, perceived as punitive
- customer unable to easily locate booking details mid-call, requiring callback to clarify cabin category
- customer had to navigate confusing guest services process on ship (sent to wrong location multiple times)
- Customer confusion about deposit vs total cost ($1,700 vs $11,700) suggests unclear communication or presentation of Celebrity's pricing structure
- Customer unable to locate or remember cruise itinerary details, indicating possible lack of clear documentation or prior communication from booking source
- five-month advance final payment requirement creates barrier to booking for this customer segment
- final payment deadline of five months in advance is a blocker for this customer compared to competitor 90-day terms
Customer behaviors observed
following up on unresolved request after multiple unanswered callsventing frustration about unresponsive servicetroubleshooting email delivery issues in real-time during callseeking reassurance that booking details remained unchangedfollowing up on a service request after multiple failed attemptsventing frustration about delayed response and broken callback expectationtroubleshooting email delivery in real-time during the callquickly de-escalating once the agent clarified the issue was resolvedexpressing frustration about delayed transaction processingsecond-guessing his own prior decision on cabin upgrade typedeferring to agent's judgment once she took ownershiptime-sensitive about ship departure deadlinefollowing up on stalled payment transactionexpressing urgency due to four-day window before ship departuredeferring to agent's authority once offered immediate resolutionappreciative and cooperative once concern was addressedfinalizing payment on an existing bookingmanaging hearing accessibility during callconsidering adding travel companion post-bookingexploring potential referral opportunityfinalizing payment on existing bookingconsidering inviting family member as additional travelerdeferring decision pending daughter's availability and spouse's willingnessinquiring about referral processtime-constrained but committed to proceedingdeferring full conversation to next day pending availabilityrequesting a booking hold to preserve cabin and rateactively deciding on add-on services (Princess Plus)eager to apply existing travel creditstime-constrained due to prior commitmentconfirming previously discussed cruise detailsrequesting cabin hold pending next-day callbackapplying existing future cruise credit to new bookingmanaging multiple family bookings across different cruise lines and booking agentsseeking clarity on cancellation liability before authorizing actiontroubleshooting email delivery with agent as part of calldeferring nephew's booking coordination until brother may want to joinmanaging multi-party family trip with relatives booking separatelydeferring email verification until after call endedclarifying cancellation scope multiple times to avoid losing depositaccepting agent's explanation and boundaries around external bookingsnot ready to take the callaudio troubleshootingrequesting callback at a better timeanswering a callback while occupied or distractedrequesting callback to gain privacy or focusstruggling with call audio qualityseeking to transfer existing cruise booking to leverage agency perksasking detailed product questions about cabin amenities and dining upgradesattempting to coordinate group travel experience (bringing nephew)clarifying internal agency process to avoid losing work or benefitsrequesting documentation and written confirmationsdeferring final decisions pending booking transfer completionnavigating booking transfer from Celebrity direct to agency for first timeseeking clarity on multiple logistical and amenity questions before committing final depositcomparing cabin amenities and exploring options for travel companion accessdeferring some decisions pending agent research (nephew packages)asking for documentation and clarification on ambiguous detailsshowing patience and willingness to follow process despite confusionorganizing multiple requests for guest relations resolutiontroubleshooting technical document submission barriersseeking clarification on correct contact details and submission methodswilling to engage in multi-step process with follow-up callbackrebooking existing cruise with cabin changecompiling detailed issue list for escalationtroubleshooting technical barriers to document submissiondeferring next steps until receiving transfer link and postal address from agentdeferring booking decision pending August final payment dateescalating complaint about prior cruise experiencecomparison-shopping between Celebrity and Princess optionsholding two cruise options in limbo without committingreconsidering two active cruise bookings simultaneouslydeferring final cancellation decision pending August final payment deadlinepreparing formal complaint escalation to guest relationscomparing value of cruise investment vs. cost penaltysearching for booking details while on callattempting to clarify cabin category and guarantee statusfrustrated by technical difficulty retrieving informationdeferring resolution pending document reviewsearching online in real time during the callstruggling to articulate cabin category detailsdeferring verification pending clarification of booking documentsattempting to self-serve research rather than relying on agent knowledgeventing about poor service recovery on prior cruiseresearching alternative cruise lines after negative experienceattempting to pinpoint specific Celebrity sailing details without documentsdeferring final booking decision until cabin specs and pricing confirmedpreparing to lodge formal complaint with cruise line leadershipcollaborating with agent to find resolution despite frustrationventing about unresolved onboard problems from prior cruiseseeking formal complaint escalation pathshopping for alternative cruise linegathering pricing information before committingrequesting agent assistance to clarify cruise-line policiesdeferring final details pending document reviewdelivering policy feedback following agent callbacksetting explicit condition for future interest (90-day payment terms)deferring further engagement pending policy changecalling back with a specific policy objectionsetting a clear condition for future interest (needs 90-day payment terms)delegating decision to agent to relay feedback to managementremaining courteous despite frustration with policymanaging competing urgencies—home crisis vs. cruise planningrequesting agent to research and hold specific cabin categorydeferring detailed decision-making pending email reviewacknowledging past guest loyaltymanaging competing urgent priorities (safe malfunction vs. cruise planning)researching specific itinerary and cabin categorydeferring decision pending review of emailed cabin optionconfirming past guest status to unlock potential benefits
| Value perception | Roy did not explicitly state a view of Pavlus's value. However, his acceptance of the agent's limitation (not being able to coordinate for bookings made elsewhere) and his willingness to keep Pavlus as the handler of the Celebrity booking suggests tacit trust, though the missing emails created some friction. |
|---|---|
| Emotional arc | Roy began the call venting about his poor prior cruise experience in a resigned, matter-of-fact tone; he warmed slightly when discussing the new Celebrity option and Taylor's willingness to help, but became slightly frustrated when realizing he didn't have the precise cruise details and expressed mild confusion about policy terms. |
What this customer cares about
| Destinations | San FranciscoPanama CanalSouthern CaribbeanCaribbeanFort LauderdaleMiamiNew York |
|---|---|
| Cruise lines / operators | PrincessCelebrityCelebrity CruisesRegent (implied by 'retreat' branding)Regent (implied via 'Retreat' and 'Sky Suite' branding)Princess CruisesRegent |
| Topics | travel insurance additionemail delivery issuescallback responsivenessinvoice confirmationmissing email confirmationdelayed callback responseinvoice updatescruise upgrade processingpayment/billing issueaccount managementinvoice generationcruise upgradepayment processingaccount chargescredit card authorizationtrip confirmationpotential referralhearing difficultieshearing aid/accessibilityfamily travel considerationseasickness concernpricingreferral opportunitycruise hold requestfuture cruise creditsPrincess cruise bookingcabin selectionall-inclusive upgrade decisioncruise bookinghold requestpricing optionstrip cancellationdining reservationsbooking linkagemultiple family bookingsbooking consolidationfamily travel coordinationCelebrity Cruises booking transferdeposit and payment timingSky Suite amenitiescabin benefits and inclusionsspending time with nephew on cruisepackage options for non-suite cabin guestreservation number transfer processPavlus perks applicationagent continuity and team coordinationDeposit timing and deadlinePerks applicationNephew cabin access and dining packagesAmenity documentationAgency process clarificationCelebrity cruise rebookingcabin changereservation transfer processguest relations requestsemail communicationCelebrity Cruises rebookingguest relations issuesdocument submissioncruise pricingcancellation and refund policyfinal payment timingcruise line complaint escalationtravel insurancerefund policytrip cancellation considerationguest relations complaintinsurancecruise cabin category clarificationPanama Canal itinerarycabin guarantee vs assignedcabin category verificationPanama Canal cruiseRetreat suite optionscruise complaint resolutioncrew/management issues on prior cruisenew cruise booking inquirydeposit and refund policiesCelebrity Cruises pricingescalation to company leadershippoor cruise experience - crew and managementguest services responsiveness issuescredit card problems during cruisecomplaint escalation processCelebrity Cruises deposit and refund policyPanama Canal itinerary detailscabin specifications and pricingpayment termsadvance booking policyfinal payment deadlinepenthouse cabin selectiontwo-grade cabin upgrade promotionMiami to New York cruise routing16-night itinerarypast guest statusreferral programRegent cruise bookingcabin selection and upgrades16-night Miami to New York itinerary |
Signals across all calls
| Buying signals | approved $1,163 charge for premier cabin upgradeconfirmed willingness to proceed with payment processingauthorized $1,163 charge to account for premier upgradeconfirmed willingness to proceed with upgrade immediatelyprovided credit card for payment of remainder balanceconfirmed booking with email confirmation requestmentioned daughter as potential additional traveler/referralcompleted payment with credit card for $1,163 balanceconfirmed receipt of trip confirmation emailsconsidering bringing daughter as additional family participantconfirmed cabin number and sailing dateagreed to apply $3,000 future cruise creditdecided to add Princess Plus all-inclusive optionrequested hold on booking pending tomorrow confirmationconfirmed specific ship name, sailing date, and cabin numberagreed to apply $3,000 future cruise credit to bookingelected to add Princess Plus all-inclusive optionrequested hold on cabin pending callback tomorrowconfirmed proceeding with Celebrity cruise with nephew and his wife attendingauthorized cancellation of Princess November bookingasked agent to handle any future brother's reservation inquiryproceeding with Celebrity cruise despite initial confusionplanning to add nephew and wife to existing Celebrity bookingwilling to have brother call to arrange separate booking if neededalready has reservation number and $1,800 deposit made with Celebrityready to deposit additional funds to hold spaceconfirmed transfer to Pavlus and asking for perks to be appliedasking about adding goodies and insurance to bookingcommitted to proceeding and asking about specific next stepsprovided reservation number 7403789 to agentconfirmed $1,800 deposit already madeagreed to proceed with deposit to Celebrity directlycommitted to following link-based transfer processplanned to send documentation within next couple daysalready rebooked cruise on Celebrity for Saturday with different cabinproactively prepared list of five or six items for guest relationscommitted to following up with documentation after receiving planner's detailsrebooked new cabin on Celebrity Cruises for Saturdaycompiling detailed list of 5-6 items for guest relations reviewwilling to reconsider and revisit decision in August before final paymentplanning to add travel insurance if decision is made to proceedwilling to revisit Celebrity booking decision by August final paymentplans to add insurance if they proceed with Princesscommitted to drafting complaint letter to guest relations within daysidentified specific cruise dates: November 23 to December 4narrowed down to specific cabin category within Retreat tieractively researching Celebrity Cruises November 2026 itinerarynarrowing cabin preference to specific deck and typewilling to proceed with new booking once details clarifiedagreed to call back with specific cruise details and cabin informationactively searching for alternative cruise with Celebrity in November 2026willing to provide specific sailing dates and cabin type informationagreed to call back with detailed cruise information for pricingready to email complaint letter to agent for escalationconfirmed interest in penthouse cabin categoryrequested agent hold and email cabin details for reviewconfirmed past guest status with Regentspecified exact cruise date and itinerary (June 13, 16 nights)expressed interest in penthouse cabin categoryagreed to review hold proposal via email |
|---|---|
| Objections | upset about week-long delay in processing insurance request across multiple callsfrustrated that agent did not call back despite leaving multiple voicemailsconfused about which agent/supervisor was handling request and why names kept changingfrustrated by week-long delay in adding insurance after multiple callsupset that no one called back after leaving messages Tuesday through Fridayconfused about why a supervisor's name appeared instead of expected agentfrustrated that payment wasn't processed after Wednesday conversationconcerned about tight timeline before ship departure in four daysfrustrated that payment wasn't processed within two days as expectedconcerned about timeline with only four days before ship departuredaughter's husband gets seasick and may not want to join the cruisedaughter's husband gets seasick and doesn't want to travel by boattiming constraint - customer unavailable until 6pm due to show attendancetiming constraint due to evening show, unavailable until after 6pmconcerned about losing $1,800 deposit if wrong trip cancelledfrustrated with Yahoo email system problems blocking receipt of correspondenceuncertain about dining upgrade process for family members booked elsewhereconcerned about losing $1,800 if canceling Celebrity bookinguncertain whether emails are being received due to Yahoo account issuesunclear about who handles bookings made outside of Pavlusconcerned deposit timing might miss deadline due to 5-7 day transfer windowuncertain about Sky Suite amenity differences vs other cabin typeswants to verify nephew can access dining/pool areas despite different cabin classconfused about unclear amenity documentation from Celebrity with poor printingconcerned deposit 5-7 days might miss deadline for perksconfused about whether nephew can access higher-class amenities or packagesfrustrated lack of clear amenity documentation from Celebritydifficulty sending documents from Apple Pages formatreservation not yet transferred to planner's accessunclear which email address to use for communicationdifficulty sending document list via email due to Apple Pages format limitationuncertainty about correct email address to contact agentneeds reservation transferred to agent before agent can access bookingrefusing Celebrity cruise due to $3,500 additional cost for same bookingdissatisfied with prior Princess cruise experienceskeptical about proceeding with Princess booking at allholding off on Celebrity cruise due to $3,500 price increase tierconcerned that final payment in August will lock them into high costconsidering canceling Princess booking entirelyunhappy with prior experience that warrants guest relations escalationuncertain about exact cabin category and guarantee typedifficulty locating cabin details online in real timecrew management on previous cruise failed to resolve cabin problemsfrustrated with guest services runaround and multiple location redirectsuncertain about Celebrity deposit and refund policy specificswants to lodge formal complaint directly with cruise line leadershipdisappointed with crew management and problem-solving on previous cruiseconfused about Celebrity's deposit requirements and refund policyuncertain about ship itinerary details and cabin availabilityconcerned about escalating complaint without being in the middle of itunsure whether Panama Canal cruise is on Excel or different shipfive-month advance final payment requirement is too far in advance for their age and comfortwould only book if payment terms changed to 90 days like competitors offerfive-month advance final payment requirement is too far in advance for their agewants 90-day final payment window like competitors offer, not five monthsunable to concentrate on cabin selection due to safe emergencydistracted by pressing personal issue (locked safe with passport inside)unable to concentrate on cabin location selection |
| Latest emotional read | Customer was frustrated and upset at the start of the call, complaining about slow service and lack of callback communication. He warmed considerably once Taylor clarified the request had been processed and offered to resend the invoice. By the call's end, the customer was satisfied and thanked the agent, expressing relief that 'everything is still the same.' |
Individual calls (26 analyzed, 4 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 14:34 | Taylor Bazzoni | neutral (0.30) | Support | Confirm receipt of the resent invoice within 24 hours and proactively reach out to Roy 2–3 days before his trip to ensure all final details… | call data | Dialpad ↗ |
| 2026-08-07 14:34 | Taylor Bazzoni | neutral (0.30) | Support | Resend the updated invoice/insurance confirmation email to Roy and confirm receipt within 24 hours. Flag the callback delay in the system t… | call data | Dialpad ↗ |
| 2026-08-05 19:14 | Taylor Bazzoni | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-05 19:14 | All Pavlus Recording | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-04 18:28 | Taylor Bazzoni | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-04 18:28 | All Pavlus Recording | not analyzed | — | call data | Dialpad ↗ | |
| 2026-04-10 18:58 | Taylor Bazzoni | positive (0.55) | Support | Process the $1,163 premier upgrade charge today as promised. Send Roy new invoices by end of day or first thing Monday, and confirm receipt… | call data | Dialpad ↗ |
| 2026-04-10 18:58 | Taylor Bazzoni | positive (0.60) | Support | Process the $1,163 premier upgrade charge today as promised, and send updated invoices to Roy by end of business Friday. Confirm receipt an… | call data | Dialpad ↗ |
| 2026-02-20 15:27 | Taylor Bazzoni | positive (0.60) | Booked | Send confirmation email to Roy with final booking details and payment receipt. Follow up within one week to ask if his daughter has decided… | call data | Dialpad ↗ |
| 2026-02-20 15:27 | Taylor Bazzoni | positive (0.60) | Booked | Follow up with Roy by email within 24 hours with full trip confirmations and payment receipt. Include referral program details and instruct… | call data | Dialpad ↗ |
| 2026-02-19 17:33 | Taylor Bazzoni | positive (0.60) | Ready to Book | Send the hold confirmation email tonight for the Regal May 16, 2026 cabin 605, and call tomorrow during the day to finalize payment and com… | call data | Dialpad ↗ |
| 2026-02-19 17:33 | Taylor Bazzoni | positive (0.60) | Ready to Book | Call Roy tomorrow (after 6pm or evening) with final cruise hold confirmation email details and to lock in the booking with payment or final… | call data | Dialpad ↗ |
| 2026-02-17 21:11 | Taylor Bazzoni | positive (0.55) | Rebooking | Follow up via phone call or resent email confirmation by end of day to ensure Roy receives the two forwarded emails (Celebrity booking deta… | call data | Dialpad ↗ |
| 2026-02-17 21:11 | Taylor Bazzoni | positive (0.55) | Rebooking | Send confirmation today that the Princess booking cancellation has been processed and the Celebrity booking remains active. Follow up withi… | call data | Dialpad ↗ |
| 2026-02-17 20:50 | Taylor Bazzoni | neutral (-0.10) | Other | Call back in approximately five minutes as agreed. When contact is established, confirm the purpose of the outreach and confirm the custome… | call data | Dialpad ↗ |
| 2026-02-17 20:50 | Taylor Bazzoni | neutral (-0.20) | Support | Call back in approximately five minutes as requested. When reconnecting, open by briefly confirming the customer's main issue or concern so… | call data | Dialpad ↗ |
| 2026-02-09 20:13 | Taylor Bazzoni | positive (0.55) | Booked | Monitor the Celebrity booking transfer daily and contact Roy within 24 hours of receipt with: (1) updated invoice with Pavlus perks applied… | call data | Dialpad ↗ |
| 2026-02-09 20:13 | Taylor Bazzoni | positive (0.55) | Ready to Book | Taylor should (1) confirm receipt of the Celebrity booking transfer within 24 hours and email Roy a clean, readable copy of Sky Suite ameni… | call data | Dialpad ↗ |
| 2026-02-09 17:22 | Taylor Bazzoni | neutral (0.30) | Rebooking | Email Sonia the reservation transfer link, her correct planner email address (taylor@pavlustravel.com), and a mailing address for physical … | call data | Dialpad ↗ |
| 2026-02-09 17:22 | Taylor Bazzoni | neutral (0.30) | Rebooking | Send Taylor's correct email address (taylor@pavlustravel.com), the reservation transfer link, and postal mailing address in a single email … | call data | Dialpad ↗ |
| 2026-02-02 22:29 | Taylor Bazzoni | negative (-0.30) | Rebooking | Follow up with Sonia by early August (before final payment deadline) to revisit the Celebrity cruise decision and confirm whether she wishe… | call data | Dialpad ↗ |
| 2026-02-02 22:29 | Taylor Bazzoni | negative (-0.40) | Rebooking | Watch for the customer's complaint email within the next couple of days and promptly escalate it to guest relations. In early August, proac… | call data | Dialpad ↗ |
| 2026-01-28 21:14 | Taylor Bazzoni | neutral (-0.30) | Researching | When Roy calls back, Taylor should have his booking file open and ready to immediately confirm the cabin category (guarantee deluxe, catego… | call data | Dialpad ↗ |
| 2026-01-28 21:14 | Taylor Bazzoni | negative (-0.30) | Researching | Send Roy a summary email with the three cabin options discussed (Sky Suite Retreat, deluxe, category W guarantee status) and ask him to con… | call data | Dialpad ↗ |
| 2026-01-28 20:56 | Taylor Bazzoni | negative (-0.30) | Rebooking | When customer calls back with the exact Celebrity Cruises sailing date, ship name, and cabin category, immediately pull the itinerary, depo… | call data | Dialpad ↗ |
| 2026-01-28 20:56 | Taylor Bazzoni | negative (-0.35) | Rebooking | Call Roy back once he leaves a voicemail with the November 2026 Celebrity sailing details (sail date, deck/cabin type, and confirm ship nam… | call data | Dialpad ↗ |
| 2026-01-06 17:31 | Taylor Bazzoni | neutral (0.30) | Support | Escalate customer's feedback about payment terms to management or product team; determine if Pavlus can offer a 90-day final payment deadli… | call data | Dialpad ↗ |
| 2026-01-06 17:31 | Taylor Bazzoni | neutral (0.30) | Support | Escalate customer's specific request for 90-day final payment terms (vs. current five-month requirement) to management and confirm whether … | call data | Dialpad ↗ |
| 2026-01-06 15:45 | Taylor Bazzoni | positive (0.40) | Researching | Send email to roy3981@yahoo.com within 24 hours with the penthouse cabin hold details for the June 13, 2026 Regent cruise (Miami–New York, … | call data | Dialpad ↗ |
| 2026-01-06 15:45 | Taylor Bazzoni | positive (0.60) | Researching | Send penthouse cabin hold via email to Roy3981@yahoo.com within 24 hours with clear pricing breakdown showing the two-grade upgrade discoun… | call data | Dialpad ↗ |