EILEEN PERRON
Average sentiment
0.22
positive
Trajectory
▲ improving over time
across 24 analyzed calls
Current stage
Rebooking
Primary planner
Andrea Zacarias
plus 10 others
Phone
+14163717197
id 6133578071064576
“And three is a good one. But the one you gave me, twelve pool chairs are right above us and I've had those experiences before.”most recent call
Next best action:
Send detailed confirmation emails for both sailings (January 15 and February 25) with final pricing once back-to-back discount is confirmed and applied. Confirm cabin location and cash-back onboard credit election by end of day Tuesday when the hold on the January cruise expires.
Send detailed confirmation emails for both sailings (January 15 and February 25) with final pricing once back-to-back discount is confirmed and applied. Confirm cabin location and cash-back onboard credit election by end of day Tuesday when the hold on the January cruise expires.
Narrative
Brian called to book a Royal Caribbean cruise departing Sunday and to escalate ongoing frustrations with Pavlus service. He had emailed that morning about the Royal Caribbean booking and separately was waiting on a Celebrity Cruise quote that Andrea had sent two days prior with clarification questions he believed he had answered. Andrea apologized for delays due to a meeting and immediately pulled up the Royal Caribbean invoice, clarifying onboard credit amounts ($175 from Royal Caribbean + $130 from Pavlus). Brian questioned refundability of Pavlus credits, Andrea agreed to check. Brian then raised concerns about agent continuity—he'd worked with Stephanie Potter for five years and was unsure if Andrea or Teresa was now his planner. Andrea booked the cruise for $2,797 CAD on his AmEx ending 1003, confirmed the reservation, and promised to send final confirmation. Brian separately vented about poor communication patterns (Stephanie saying 'too busy' in emails, lack of transition notification), mentioned speaking with VP Mark Stephens, and threatened to consider other agencies despite loyalty to Pavlus for onboard credits. Andrea committed to flagging his concerns with management and sending him the Celebrity Cruise quote information. The call ended with Brian and Andrea on slightly better terms, though his underlying dissatisfaction remained unresolved.
How they see Pavlus
+ customer deferred to agent ('I'll leave it in your hands') and thanked agent for time and help
· customer referenced prior email communication and asked agent to confirm pricing details again from their notes
+ customer deferred to agent's expertise on cabin selections ('so I'll leave it in your hands') and seemed comfortable with Andrea's guidance on deck options
· customer was matter-of-fact about the process and pricing; no explicit praise or criticism of Pavlus as an agency
+ thanked agent for help and cooperated readily; called back as promised from previous day's conversation
· agent working through a technical/pricing issue in real time, correcting course when currency display error was caught
+ long-standing customer (10-15 years) with many cruises booked through Pavlus; normally works with agent Andrea
+ thanked agent for helpfulness: 'You've been very helpful. Thank you.'
+ 45 more observations
Process friction they hit
- agent unable to hold reservation with coupon applied; must apply coupon first then hold cannot be placed on first sailing
- back-to-back discount amount unknown until both reservations are linked; customer frustrated unable to get final price before committing
- agent and customer unable to verify cabin availability across both sailings in real time; had to rely on follow-up with Celebrity
- back-to-back discount cannot be quoted until both reservations are created and linked, leaving customer uncertain of final price until after booking
- customer had to repeat pricing figures multiple times and ask agent to confirm because they were not clearly consolidated in writing during the call
- outbound call reached wrong contact (called for Brian, reached Eileen)
- outbound call reached customer with technical difficulties preventing meaningful conversation
- currency display issue—system showed USD when agent had selected Canadian, requiring manual correction
- pricing discrepancy between cabin types created confusion and required recalculation
- currency display error (USD showing when CAD was selected) caused pricing confusion and multiple requote cycles
- hold system only allows midnight tonight hold instead of 24 hours as requested
- onboard credit application uncertain pending off-duty team member (Liaison) review, may require cashback alternative
- agent uncertain about whether onboard credit or cash-back could be applied so close to departure, citing that the person who handles credit (Liaison) is not in office on Sunday
- agent initially uncertain about how shipboard credit currency conversion would work (CAD price vs. USD credit)
- customer had to re-explain trip context to transferred agent (implied by no pre-transfer handoff visible)
- customer not notified of agent transition from previous agent to Andrea
- missed callback on Celebrity cruise quote despite promise to follow up
- quote for Celebrity cruise provided for three people instead of requested two, no corrected quote sent after customer clarification
- inconsistent communication: customer says he responded to Andrea's September 16 email but received no reply; Andrea says she never received it
- no clear ownership or introduction when changing agents after 10 years
- customer was not notified of agent transition; found out via operator that file was transferred to Teresa
- Celebrity Cruise quote sent two days ago with clarification request but customer claims he responded and received no follow-up
- initial Royal Caribbean quote was for three people; customer corrected to two people but never received corrected quote
- multiple agents (Sherry, Stephanie, now Andrea, and Teresa) creating confusion about who owns the relationship
- lack of proactive communication when switching agents after long-term relationship
- customer was reassigned to a new planner without notification or explanation
- previous planner had slow response time (2–3 day wait lists for callbacks)
- lack of transparency around planner changes in customer account management
- customer was reassigned to new planner without notification
- prior planner (Stephanie) repeatedly places customer on multi-day waitlists
- customer perceives pattern of being given the runaround over 10+ years
- primary agent Stephanie Potter is unresponsive and uses multi-day wait lists instead of timely callbacks
- customer had to call main line to reach another agent because his assigned planner is unreliable
- assigned agent Stephanie Potter is unreachable and uses a wait-list system that delays callbacks by several days
- customer had to call the main line and request transfer rather than receiving timely service from his primary contact
- customer had to repeat request multiple times and felt routed inefficiently
- air department not immediately available to take transfer, requiring voicemail or callback
- customer expected a warm handoff to air department but instead was held and then transferred with apparent tension
- customer had to repeat booking request and rationale across transfer
- air department staff unavailable to pick up call directly; required voicemail or email escalation
- customer perceived lack of seamless handoff despite prior agent promise
- agent called customer by wrong name (Brian) at the start
- customer's profile not found under their own name; required spouse's name to locate
- agent unable to locate customer profile by primary name initially, requiring customer to supply spouse's name to find account
- customer placed on hold multiple times while agent attempted to locate available travel planner
- agent struggled with audio quality ('You're breaking up on me')
- name intake error: agent initially called customer 'sir' and 'Sara' before clarifying name as 'Brian Paron'
- agent unable to immediately assist with booking despite customer's urgent next-weekend timeline
- no travel planner availability for immediate assistance; callback promised instead
- agent had difficulty locating customer file by name and required spelling clarification
- all travel planners were on calls; customer had to be put on hold and offered callback instead of immediate assistance
- audio quality issues during call made communication difficult
Customer behaviors observed
comparing cabin options across multiple decksrequesting hold on first cruise pending approval or decisiondeferring full commitment on second cruise pending final pricing with discountconsolidating two back-to-back bookingsverifying details against notes and prior quotesrebooking existing cruises with cabin changescomparing deck options and amenity tradeoffsverifying coupon / future cruise credit termsdeferring final decision until Tuesday hold expiresasking for cash incentive over onboard creditseeking clarity on final pricing before commitmentdealing with technical difficultiesapologizing for audio issuesattempting to troubleshoot speakerphoneattempting to use speaker phoneunable to establish stable audio connectionvalidating pricing details across multiple currenciescomparing cabin options and pricing against previous quotesdeferring final decision pending receipt of revised written quoteexpressing frustration about market dynamics and exchange ratescomparing cabin types and prices against prior quotesactively negotiating and seeking price reductionsventing about market conditions and exchange rate headwindsprioritizing cost efficiency and seeking best possible pricedeferring final decision pending airfare research from Torontoleveraging long-standing relationship and Elite Plus status for pricing advantagemanaging urgent timeline (one week to departure)delegating some legwork back to Pavlus (confirmation email, celebrity communication)leveraging long-standing agency relationship to expedite bookingcomparison-checking Pavlus pricing against Celebrity's direct website in real timedeferring final commitment pending airfare research from home cityrequesting hold and reference documentation for follow-upexpecting callback coordination tomorrow with whichever agent is availablecalling with urgent booking needleveraging existing agency relationshiprequesting specific planner but willing to work with alternativeseeking rapid solution due to time constraintcalling with short-notice trip requestseeking continuity with established agentaccepting transfer without resistancedeferring details until connected to available agentventing about prior service failures and agent responsivenessimmediately authorizing payment once core booking issue was addressedescalating to management level (mentioned VP of Operations Mark Step)comparison-shopping implicitly (referenced 10+ years with another provider, Ocean)fact-checking agent during call (reading invoice details aloud, correcting quote numbers)deferring some grievances to focus on completing this weekend's bookingventing about systemic service failures at Pavlus despite loyaltydefending his email responses and correcting agent's version of email historyasserting his needs while threatening to switch to competitorspivoting from complaint mode to transactional booking modedeferring decision on Celebrity Cruise pending receipt of corrected quotetesting whether agent will follow through on promised actionscalling as repeat customer with urgency around time-sensitive bookingattempting to bypass slow planner by reaching different agentshopping for lowest price in specific currency and cabin categorydeferring booking decision pending agent's price check and callbackinitiating urgent last-minute booking requestcomparison-shopping cabin inventory (researched online first)expressing frustration with prior agent experienceaccepting reassignment and pivoting to work with available agentconfirming payment method and requesting callback confirmationescalating from assigned agent to general line due to accessibility crisistime-pressured booking decision (three-day window)willing to switch agents mid-relationship to close dealproviding information promptly to facilitate handoffexpressing urgent time pressure and frustrationseeking alternative agent to bypass unresponsive primary contactdemonstrating brand loyalty despite service complaintcooperating with transfer processfollowing up on existing booking within 24 hoursverifying air deviation perk was correctly appliedselecting among multiple flight optionsconfirming communication process and timelineloyal repeat customer exercising membership benefitsfollowing up on recent bookingleveraging loyalty platinum air deviation benefitreviewing and selecting preferred flight optionsconfirming process and next stepsseeking to follow up on prior booking transfer initiated by Stephaniebecoming increasingly impatient with wait time and routing delaysdirectly challenging agent tone and professionalism mid-callquestioning the operational model (remote work, email-based handoffs)seeking air department transfer for existing bookingexpressing impatience with unavailability and process frictionescalating frustration with agent tone mid-callproviding booking number and clarifying name spelling when requestedmanaging rebooking after sudden availability lossproviding spouse account information to locate profileexiting call without committing to next stepscoping with last-minute cruise unavailabilityproviding account clarification to agentkeeping call very brief and transactionalappearing to prepare for reboarding processseeking quick turnaround on urgent booking (next-weekend departure)showing preference for continuity with existing plannerwilling to accept substitute agent but with reservationscomparison-shopping against booking directly with cruise linesmanaging multiple logistics (two cruises, airfare coordination)leveraging loyalty status on both cruise linesestablished customer calling with urgent next-weekend travel needrequesting immediate availability confirmation and pricingcomparing booking options (considering booking directly with cruise lines)coordinating multiple logistics (airfare, 24-hour pricing hold, cabin preferences)deferring final commitment until airfare is arranged
| Value perception | Customer did not explicitly state Pavlus's value proposition. However, their willingness to work with the agency despite long hold times and their multi-year relationship with Stephanie Potter suggests some trust, though they were ready to book directly with cruise lines if Pavlus could not assist promptly. |
|---|---|
| Emotional arc | Brian began the call angry and skeptical—feeling disrespected by slow callbacks and Andrea's apparent disorganization—but gradually warmed as Andrea processed his booking professionally and acknowledged his concerns; by the end, while still frustrated with the system, he was cooperative and even agreed to let Andrea handle future quotes. |
What this customer cares about
| Destinations | Fort LauderdaleSouthern CaribbeanTorontoOntarioCaribbean (implied by Celebrity Reflection itinerary)CanadaBostonCanadian cruiseMiamiToronto, Canada |
|---|---|
| Cruise lines / operators | CelebrityRoyal CaribbeanCelebrity CruisesOcean (implied competitor reference)Ocean (implied from context)Brilliance of the SeasOsanaSana |
| Topics | cabin selection and deck preferencepricing for two back-to-back cruisesfuture cruise credit applicationback-to-back discountonboard credit vs cash backhold vs booking timingcabin selection and deck preferencespricing for back-to-back cruisesfuture cruise credit coupon redemptiononboard credit vs cash back amenitieshold policies and payment timingback-to-back cruise discount applicationcabin pricingcurrency conversioninside cabin upgradeprice reductionavailabilitycabin availabilitymarket volatilitylast-minute cruise bookingpricing and discountshold requestonboard creditairfare coordinationpricing and onboard creditcabin holdloyalty status discountlast-minute trip planningweekend travelstaffing availabilityweekend trip planningurgent/short-notice bookingRoyal Caribbean cruise bookingonboard credits clarificationagent transition and communication issuesCelebrity cruise quote follow-upservice consistency concernsOnboard creditsAgent transition/continuityEmail responsivenessCelebrity Cruise quotepricing in Canadian dollarstravel planner reassignmentcustomer service responsivenesslast-minute cruise availabilitycabin category searchagent continuity issuerebooking after planner reassignmentcruise bookingagent accessibilityurgent timeframeservice qualityurgent timelineair deviation packageflight selectionloyalty platinum membershipbooking follow-upcustom air programair deviation requestloyalty platinum benefitsair arrangementsbooking transferdepartment routingair department transferbooking modificationdepartment availabilitycruise availabilitysold-out sailingsaccount lookuprebooking after disappointmentbooking historyback-to-back cruise bookingcabin selectionloyalty member pricing24-hour hold requestavailability checkloyalty member benefits |
Signals across all calls
| Buying signals | specified preferred cabin deck and location requirementsasked agent to hold reservation until Tuesdayconfirmed willingness to proceed with booking second cruisespecified cash back instead of onboard credit for both cruisesconfirmed desire for mid-ship cabin for both cruisesstated preference for deck three or mid-ship as fallback priorityasked about hold until Tuesday, indicating intent to decide soonconfirmed willingness to proceed with booking using future cruise creditrequested cash back instead of onboard credit for both cruisesasked agent to write down and confirm pricing for both cruisesrequested revised quote to be sent immediatelyasked about time-limited availability and deadlinecommitted to follow up after reviewing revised quoterequested revised quote be sent immediatelyconfirmed willingness to revisit and book once quote receivedasked about offer validity deadline (end of day)requested to hold cabin for 24 hours with specific cabin number 7105confirmed elite plus status with Celebrity for pricing adjustmentaccepted $3,528 Canadian price and agreed to contact agency next business daytook hold reference number 802-6670 and committed to following up ASAPconfirmed departure date and ship: Celebrity Reflection, October 18thnamed travel companion (wife) and confirmed two travelersprovided home province and established Canadian pricing requirementaccepted cabin 7105 and hold until midnightacknowledged final price of $3,528 CAD and said okaycommitted to calling back ASAP with decision pending airfare checkcalling to book trip with wife for specific dateexisting Pavlus client seeking to proceed with travel plansexisting Pavlus client with established agent relationshipplanning trip with spouse (wife)authorized agent to book Royal Caribbean cruise for Sunday immediatelyconfirmed American Express card ending in 1003 for paymentapproved full payment of $2,797 CAD without negotiationproceeding with booking despite frustrationsauthorized charging full $2,797 CAD to American Express on file immediatelyconfirmed booking and agreed to proceed despite frustrationscommitted to working with Andrea going forward rather than requesting Stephanieready to register online and awaiting final confirmationspecified exact departure date this coming Sunday September 28thnamed travel companion wife and party size of two adultsconfirmed payment method American Express on fileasked agent to call back immediately with availability and pricingrequested agent check with him before charging cardready to book immediately for this coming Sundayconfirmed wife and himself for two adultsspecified preferred payment card (American Express)asked agent to call back ASAP with pricingready to book a cruise departing this Sundayseeking immediate agent assistance to complete bookingwilling to work with alternative agent to close dealactively seeking to book a cruise departing Sunday from Bostonwilling to work with another agent to complete the transactionprovided full name and confirmed long-standing relationship with Pavlusalready booked yesterday with Pavlus agent Stephanieloyal platinum member with air deviation perkactively selecting preferred flight optionsconfirmed travel dates March 10-23already made booking yesterday with Stephanieconfirmed travel dates March 10 to March 23named specific ships and sailing dates for two back-to-back cruisesconfirmed loyalty membership on both cruise linesrequested cabin pricing and hold confirmationprovided callback phone number to move forwardnamed two specific ships and sailing dates for back-to-back cruisesspecified cabin type preference (cheapest inside cabin)confirmed high loyalty status on both cruise linesrequested 24-hour hold to finalize booking |
|---|---|
| Objections | concerned about noise from pool deck above cabinuncertain if same cabin available for both sailingswants to confirm final price with back-to-back discount before committingdeck twelve premium stateroom more expensive than desiredconcerned about pool deck noise from chairs on deck twelve above cabinsuncertain if mid-ship cabins available for both sailings simultaneouslywants deck three specifically but unsure of availabilityunclear when back-to-back discount actually applies to final pricedoesn't know final price until both reservations are linkedconcerned that inside cabin price is higher than window cabin quote from yesterdayfrustrated by unfavorable exchange rate for Canadian customersprice higher than expected window cabin quote from yesterdayfrustrated by exchange rate impact on Canadian booking costsneeds to verify airfare availability from Toronto before committinguncertain whether onboard credit can be applied this close to departureconcerned about hold duration given proximity to sailing dateneeds to verify airfare availability from Toronto before committing to cruiseuncertain whether onboard credit or cash-back option will be availableconcerned about cabin availability with only 24-hour hold until midnighttime-sensitive trip this coming Saturday creates urgencytight timeline: trip needed for coming Saturday, calling on Sundaypromised callback on Celebrity cruise quote two days ago, never receivedagent speaking too fast and seems disorganizedprevious agent Stephanie unresponsive, saying she's too busynot notified about agent transition despite long customer tenurequoted incorrectly for three people instead of two, no corrected quote sentunclear who official travel planner is going forwardconcerns about revolving door of agents at Pavlusfrustrated by lack of follow-up on Celebrity Cruise quote sent two days agoconcerned about agent continuity after five-year relationship with Stephanie Potterdisappointed by vague agent responsiveness and 'too busy' emails from Stephanieconfused about who his assigned planner actually is after hearing about Teresaunclear if onboard credit refundable policy matches what he gets with other agenciesfrustrated with slow response times from previous planner Stephanieunaware of reassignment to new planner without notificationconcerned about getting the run-around over ten years of dealing with Pavlusprior planner Stephanie puts him on waitlist for 2-3 daysfrustrated by unannounced reassignment to new planner Andreagetting the runaround despite 10+ years as customerlimited cabin inventory available onlineprimary agent Stephanie Potter is unreachable and puts customers on multi-day wait listsurgent need to book within three days, cannot wait for Stephanie's delayed callbackcurrent agent Stephanie Potter is unreachable and slow to respondputs customers on wait list for four days instead of serving them promptlycruise departs in three days and needs immediate booking assistancefrustrated that air department staff not immediately available to take callskeptical about effectiveness of email/chat-based communication when urgentconcern about agent's tone and customer service approachfrustrated that air department staff unavailable immediatelyconcerned about perceived lack of customer-friendly tone from agentdesired cruise sold out in last couple of hours, forcing restart of planningdesired cruise sold out in last couple of hours, forcing replanningneeds 24-hour hold to arrange airfare before committingprefers to work with specific planner Stephanie Potter rather than different agentneeds to arrange airfare before committing, requires 24-hour hold |
| Latest emotional read | The customer is engaged, methodical, and somewhat cautious—reviewing details carefully and referencing past notes. They show mild frustration with technical issues at the call start but remain collaborative. The tone is transactional but friendly; the customer is working through logistics with the agent rather than showing anxiety or enthusiasm. |
AI workup
Generated on demand by Claude Sonnet from the 24 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 (24 analyzed, 8 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 14:54 | Andrea Zacarias | positive (0.65) | Rebooking | Send detailed confirmation emails for both sailings (January 15 and February 25) with final pricing once back-to-back discount is confirmed… | call data | Dialpad ↗ |
| 2026-08-07 14:54 | Andrea Zacarias | positive (0.65) | Rebooking | Send written confirmation of both cruise prices ($4,102 and $4,443), cabin preferences (mid-ship priority, deck three if available), and ca… | call data | Dialpad ↗ |
| 2026-08-07 14:54 | Z-Andrea TF | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-07 14:52 | Andrea Zacarias | negative (-0.30) | Support | Verify the correct contact number and name for this prospect before reattempting the call. Consider waiting for a callback or scheduling a … | call data | Dialpad ↗ |
| 2026-08-07 14:52 | Andrea Zacarias | neutral (0.00) | Other | Attempt a callback via phone or email to confirm contact information and reschedule for a time when the customer can take the call without … | call data | Dialpad ↗ |
| 2026-08-04 19:08 | Andrea Zacarias | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-04 19:08 | All Pavlus Recording | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-04 19:08 | Z-Andrea TF | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-04 18:58 | Andrea Zacarias | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-04 18:58 | All Pavlus Recording | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-04 18:58 | Z-Andrea TF | not analyzed | — | call data | Dialpad ↗ | |
| 2025-10-13 19:30 | Fia Bauer | positive (0.55) | Ready to Book | Send the revised quote email immediately confirming the $3,038 CAD price for the inside cabin, restate the end-of-day deadline, and proacti… | call data | Dialpad ↗ |
| 2025-10-13 19:30 | Fia Bauer | positive (0.55) | Ready to Book | Send the revised quote at $3,038 CAD for the inside cabin within the hour, confirm the end-of-day deadline in the email, and follow up with… | call data | Dialpad ↗ |
| 2025-10-12 18:22 | Fia Bauer | positive (0.75) | Ready to Book | Call Eileen back or have her reach out tomorrow with final confirmation once she has reviewed Toronto airfare options. Proactively confirm … | call data | Dialpad ↗ |
| 2025-10-12 18:22 | Fia Bauer | positive (0.75) | Ready to Book | Call Eileen back (or have next available agent call) by end of business Monday, October 14th to confirm airfare has been verified and final… | call data | Dialpad ↗ |
| 2025-10-12 18:19 | Tina Simons | positive (0.60) | Ready to Book | Via should immediately clarify destination, budget, and cruise line preference to lock in a Saturday departure; confirm wife's name and con… | call data | Dialpad ↗ |
| 2025-10-12 18:19 | Reception | neutral (0.30) | Researching | Via should immediately confirm Brian's preferred destination and trip dates, then send a written itinerary and pricing proposal by end of b… | call data | Dialpad ↗ |
| 2025-09-18 15:30 | Andrea Zacarias | negative (-0.30) | Booked | Send Brian a written summary within 24 hours clarifying his official travel planner going forward (Andrea or escalation decision from manag… | call data | Dialpad ↗ |
| 2025-09-18 15:30 | Andrea Zacarias | negative (-0.30) | Booked | Send Brian a corrected Celebrity Cruise quote for two people (not three) within 24 hours, and copy management to confirm his next assigned … | call data | Dialpad ↗ |
| 2025-09-18 15:10 | Reception | not analyzed | — | call data | Dialpad ↗ | |
| 2025-09-18 14:22 | Shari Bazzoni | neutral (0.15) | Ready to Book | Call Eileen back within 2 hours with Royal Caribbean's Canadian-dollar inside-cabin pricing for Brilliance of the Seas departing September … | call data | Dialpad ↗ |
| 2025-09-18 14:22 | Shari Bazzoni | neutral (0.25) | Ready to Book | Contact Royal Caribbean immediately to source Canadian dollar pricing for inside cabins on Brilliance of the Seas departing September 28 fo… | call data | Dialpad ↗ |
| 2025-09-18 14:17 | Victoria Mendoza | neutral (0.30) | Ready to Book | Sherry Bazi should immediately book the cruise and close the sale on this call. Separately, Pavlus management should audit Stephanie Potter… | call data | Dialpad ↗ |
| 2025-09-18 14:17 | Reception | neutral (0.10) | Ready to Book | Sherry should immediately confirm the cruise details (ship, dates, cabin preferences, party size) and provide a booking confirmation or nex… | call data | Dialpad ↗ |
| 2025-02-04 16:16 | Kenzy Escobar | positive (0.60) | Support | Michael should contact Osana's custom air program today with Eileen's two flight preferences and proactively send a follow-up email by end … | call data | Dialpad ↗ |
| 2025-02-04 16:16 | Kenzy Escobar | positive (0.60) | Support | Michael should proactively send Eileen the Osana flight options response by end of week and confirm receipt. If Osana does not respond by F… | call data | Dialpad ↗ |
| 2025-02-04 16:10 | Victoria Mendoza | negative (-0.40) | Support | Michael Escobar or another air department agent should call the customer back within 1 hour to re-establish rapport and complete the air ar… | call data | Dialpad ↗ |
| 2025-02-04 16:10 | Reception | negative (-0.30) | Support | Michael Escobar should proactively contact this customer within 24 hours to complete the air arrangement and apologize for the earlier tran… | call data | Dialpad ↗ |
| 2024-12-29 21:08 | Guest Relations | negative (-0.30) | Rebooking | Send the customer (under spouse Taren/Leen's profile) a curated list of 3–5 similar sailings with availability within 48 hours, with pricin… | call data | Dialpad ↗ |
| 2024-12-29 21:08 | Ryan Taylor | negative (-0.40) | Support | Reach out within 24 hours with 2–3 alternative sailings matching the original itinerary and travel dates, and confirm whether the customer … | call data | Dialpad ↗ |
| 2024-12-29 20:10 | Ryan Taylor | neutral (0.30) | Ready to Book | Call back within 2 hours with a travel planner who can confirm pricing in Canadian dollars for inside cabins on both sailings, lock in the … | call data | Dialpad ↗ |
| 2024-12-29 20:09 | Guest Relations | neutral (0.40) | Ready to Book | Contact Eileen at 416-371-7197 within 2 hours with confirmed pricing and availability for Celebrity Ascent (January 5, 7 days) and Royal Ca… | call data | Dialpad ↗ |