Joseph Contino
Average sentiment
0.33
positive
Trajectory
▲ improving over time
across 38 analyzed calls
Current stage
Researching
Primary planner
Fia Bauer
plus 16 others
Phone
+17324238461
id 6151314793439232
“we just came back from a trip this week and we decided we want to do a river cruise”most recent call
Next best action:
Call Joseph/Debbie back within one hour (as promised by customer) with deposit/pricing summary sheet for both itineraries (8-day and 12-day London option) to facilitate his decision. Have ready: exact June/July pricing, deposit amount, final payment due date, and Pavlus onboard credit offer ($200 voucher reduction + onboard credit mentioned by agent).
Call Joseph/Debbie back within one hour (as promised by customer) with deposit/pricing summary sheet for both itineraries (8-day and 12-day London option) to facilitate his decision. Have ready: exact June/July pricing, deposit amount, final payment due date, and Pavlus onboard credit offer ($200 voucher reduction + onboard credit mentioned by agent).
Narrative
Joseph Contino called (or was called by) Pavlus to follow up on an existing Viking River cruise reservation. He had contacted Viking directly asking about a promotional code (E-U-R 26) offering a discount, and was told by Viking to have Pavlus contact them. The agent (Lauren Johnson) explained the promotion only applies to new bookings made between May 1–18 with final payment by May 21, and cannot be applied retroactively to his reservation made before that window. The customer expressed frustration, noting he was fully paid and had paid that day, and pointed out that Viking's customer service made it sound like Pavlus could apply the promotion. The agent clarified that the only option would be to cancel and rebook, but that would incur cancellation penalties. The customer, drawing on a past experience with a neighbor who had a promotion applied to a 14-day trip, questioned the fairness of the policy. The agent explained terms vary per promotion. The call concluded with the customer asking logistical questions about pre-trip documentation and the journey portal, which the agent answered. The customer ended the call with a resigned 'thank you for trying,' implying the core issue remained unresolved.
How they see Pavlus
· customer mentioned receiving multiple promotional books and materials from the agency but implied frustration with volume: 'I have a thousand books that have come from Mike'
+ agent explained complex promotional terms clearly and offered additional Pavlus-specific vouchers ($200 per person plus onboard credit) that go beyond Viking's direct offer
· customer referenced 'a thousand books that have come from Mike' and mentioned agents stopping communication, suggesting possible prior agency experience but not explicitly evaluating Pavlus negatively
· customer previously called Pavlus about a seat upgrade issue that did not reflect in booking; agent references prior assistance from another agent named Via
· Agent identified herself as representing 'pals travel' (likely Pavlus); no customer comment on Pavlus itself since customer did not answer
+ customer expressed satisfaction that 'everything is all set' after agent confirmed account status
+ thanked Kelly and expressed satisfaction with the quick verification process
+ customer stated she had worked with Ashley on the upgrade previously and paid the difference through Pavlus rather than directly with United
+ 44 more observations
Process friction they hit
- agent missed customer's initial call and customer had to wait for callback
- customer received excessive promotional materials in mail ('thousand books'), creating friction with information management
- customer paid for premium economy upgrade but seat did not appear in booking system initially
- required follow-up call from second agent to verify seat assignment correction
- Agent called customer who did not answer; left voicemail with technical reservation details
- customer's premium economy upgrade expectation was not reflected in reservation system
- customer received conflicting fee displays on her itinerary for outbound vs return flight, creating confusion about whether upgrade applied to both legs
- customer was given false expectation by Viking that Pavlus could retroactively apply promotion code
- customer did not receive updated fare and availability document (FAD) from Viking as promised
- customer was misdirected by Viking customer service to contact Pavlus about a promotion that Pavlus could not actually apply
- customer did not receive updated FA documentation from Viking despite expecting it
- Customer paid for economy plus seat upgrade directly with Viking but never received confirmation email
- Promotion code change was not proactively communicated to existing customers on that sailing
- Unclear to customer whether Ashley (who handled upgrade) was a Pavlus or Viking agent
- customer paid for economy plus upgrade directly with Viking but never received confirmation email from them or Pavlus
- unclear handoff between Pavlus and Viking regarding which party handles upgrade confirmations
- customer had to explain reservation and question twice—first to Tyler, then transferred to Lauren without full context provided
- Customer had to ask for multiple agents by name rather than being routed directly to the appropriate specialist
- Transfer occurred without the agent fully clarifying or resolving the beverage package eligibility question first
- customer did not receive seating and pricing information email from Ashley despite it allegedly being sent
- seat purchase confirmation email not delivered within promised 5-10 minute window by end of call
- customer could not locate prior seating and pricing email from Ashley in her inbox
- inbound call had severe audio/connectivity problems preventing basic conversation
- customer and agent unable to hear each other clearly multiple times
- call failed to establish stable connection, forcing customer to hang up and retry
- inbound call had persistent audio quality and connectivity issues preventing conversation
- flight booking details promised via email did not arrive as expected
- no one from prior conversation (Ashley) was available to assist on callback
- customer had to leave message and wait for callback rather than resolving issue directly
- promised flight options email did not arrive to customer on expected date
- customer had to call back to follow up on a prior commitment
- no available agent could address the issue; customer was forced to leave a callback message
- customer unclear how to access tour booking after cruise payment, had to ask which department to contact
- customer unsure how to navigate between booking airfare and booking tours, required clarification and transfer
- call dropped mid-conversation, requiring agent to reconnect and repeat the payment confirmation question
- booking expired and required recreation rather than automatic renewal
- booking expired and had to be manually recreated by agent
- original agent (Via) unavailable on final payment deadline, requiring customer to repeat booking details to new agent
- booking invoice not visible in Pavlus system when Rachel pulled it up
- customer's prior Viking account showing unexplained cancellation status
- preferred agent unavailable on critical payment deadline, requiring customer to work with unfamiliar agent
- eCheck on file has outdated banking information requiring full re-entry
- booking invoice not immediately visible in Pavlus system when agent pulled up account
- customer's preferred agent unavailable on weekend, forcing handoff to different agent to meet same-day discount deadline
- customer had to call back and be re-routed to a different agent rather than having the original agent available or proactively notified of the discount deadline
Customer behaviors observed
comparison-shopping between two river cruise itinerariesdeferring final decision pending spouse approvalresearching promotional codes and discount eligibilityasking detailed logistical questions about tour structure and pricingvetting agent's knowledge of Viking's terms and conditionscomparison-shopping between two itineraries using promotional materialsdeferring decision pending spouse approvalleveraging repeat passenger status to negotiate best offerdetailed fact-checking on promotional terms and pricingdrawing on recent travel experience to inform booking decisiontraveling during this call (agent notes customer 'should be on bar salon today')had raised a billing/seat mismatch concern previouslydid not pick up phone (outbound call went to voicemail)unavailable during call (appears to be traveling)had previously raised seating concern with agent Ivymissed the inbound callbackhas an upcoming flightmissed the agent's initial outbound callvoicemail suggests imminent travelverifying existing booking statusconfirming documentation completenessready to depart (paid in full)seeking pre-trip confirmationconfirming administrative readinessverifying a prior upgrade transactioncomparing itinerary details to clarify what was includedseeking reassurance before travelrequesting escalation to guest relations for final confirmationverifying prior upgrade was applied correctly to both flight segmentschecking ticket details against booking recordasking for clarification on seat numbers and pricing structurerequesting transfer to another department to finalize bookingseeking post-booking promotion adjustmentexpressing frustration with perceived inconsistency in promotion rulesreferencing past experiences where exceptions were madeaccepting the outcome reluctantlypivoting to pre-trip logistics questionsattempting to claim a promotional discount retroactivelycross-checking information provided by different agents (Viking vs. Pavlus)comparing current promotion terms to past experience with another family member's trippreparing for upcoming cruise by asking about pre-trip documentation and portal setupdeferring to the agent's expertise while expressing skepticismseeking to optimize promotion and add amenities to existing bookingdeferring final decision pending agent's outreach to Vikingcomparing current promotion to a previous successful add-on from a past Viking cruisemanaging call while recovering from recent surgeryproviding detailed account information to facilitate investigationrebooking inquiry with existing loyaltytroubleshooting missing documentationdeferring decision pending agent follow-up with suppliercomparing multiple promotion options for valuerequesting callback to complete transactionseeking specific agent by nameasking follow-up questions on existing bookingdeferring to agent expertise for eligibility questionwilling to accept transfer to specialistseeking agent continuity with previously-known travel plannerscalling in to clarify promotion eligibility on existing bookingbeing transferred between agentsfollowing up on previous agent's incomplete workasking detailed questions about seat specifics and upgrade costscomparing seating options and making deliberate choicesready to pay immediately with credit cardchecking email in real-time during callfollowing up on prior booking from another agentasking detailed clarifying questions about seat configurations and restrictionscomparison-shopping seat upgrade options by price and locationready to pay immediately with alternative payment methodrequesting immediate confirmation and follow-up documentationattempting initial connectiontroubleshooting audio issuesdeciding to abandon call and retry laterattempting to troubleshoot connection problemstesting whether agent could hear themdeciding to disconnect and retryfollowing up on a prior commitment from another agentproviding booking details and contact info to escalateseeking resolution through message-taking and callbackfollowing up on a prior conversation with a named agent (Ashley)checking for a promised email deliverableproviding booking details proactively to support resolutiondeferring resolution to a callbackcalling post-booking for guidanceseeking help navigating tour booking processprepared with reservation numberconfirming understanding of next stepscalling to complete post-booking actionseeking clarification on tour booking workflowconfirming understanding through repeated acknowledgmentsready to self-serve once process is explainedseeking non-stop flight upgrades after paying extraspecifying seat preferences and requesting seat mapsconsolidating multi-leg trip logisticsdeferring tour booking to a second callcomparison-shopping airports for conveniencefollowing up on completed booking to optimize air routingcomparison shopping airport options for conveniencerequesting detailed seat and pricing information before committing furtherseeking clarity on how to access different product lines (tours) within Pavlusconfirming payment authorizationreviewing trip details before final commitmentestablishing availability for post-booking supportconfirming final booking detailsauthorizing payment processingreviewing trip documentation before commitmentdeferring detailed review until after call (planning to review invoices later)multitasking and distracted but compliantconfirming each pricing detail passively without negotiationeager to proceed to payment and excursion bookingtime-constrained (5 PM commitment) but stayed engagedconfirming pricing and add-on detailsmanaging time constraints during callpreparing to move forward with paymentplanning next step (excursion booking)time-pressured decision-making (last day to pay)attempting to verify and audit all discounts and add-ons before paymentmanaging payment via eCheck with specific banking detailstroubleshooting account issue independently before calling supportdeferring to agent expertise while providing detailed booking informationready to give payment details and authorize eCheck immediatelyventing frustration about canceled Viking account statusaccepting callback delay to allow agent to verify with Vikingtime-constrained decision-making under discount deadline pressureseeking specific agent continuityready to execute payment same-daydeferring discussion details to handoff agentready to complete payment same-dayacting under time pressure due to discount expirationseeking a specific agent then accepting a handoffrequesting assistance from someone with access to the prior bookingreviewing promotional offer from Viking with promo code in handcomparison-shopping or evaluating specific cabin category and pricingasking detailed logistics questions before committingmanaging multiple household constraints (dog care arrangement)actively comparison-shopping promotional terms (code redemption, upgrades, air add-ons)seeking detailed pricing breakdown and policy terms before committingdeferring final decision pending pet care confirmationgathering hold documentation to review offlineconfirming preferred travel logistics (departure airport, flight flexibility)calling inbound to speak with a specific person or departmentaccepting transfer without objectioncalling inbound without stated agendaaccepting transfer without resistanceproviding minimal verbal engagement
| Value perception | Joseph implied Pavlus added value on a prior fourteen-day river cruise by successfully adding a beverage package, suggesting he sees them as a broker who can negotiate with Viking beyond what a direct booking would allow. He trusts them enough to call back rather than contact Viking himself. |
|---|---|
| Emotional arc | Started with a specific, action-oriented request but became slightly anxious when Lauren explained retroactive application might require a cancellation-rebook, then settled into collaborative problem-solving as Lauren committed to calling Viking on his behalf. |
What this customer cares about
| Destinations | ParisLondonNormandyVeniceD-Day beachesBuffalo (river destination on Viking cruise)New YorkBarcelonaRomeNewarkJFKMediterranean (Western Mediterranean itinerary)MiamiNew JerseyFloridaMediterranean |
|---|---|
| Cruise lines / operators | VikingViking River CruisesNorwegian Cruise Line (Biking Ocean)Biking Ocean CruiseViking River LinkUnited Airlines |
| Topics | river cruise itinerariespromotional codes and discountsfree airfare eligibilityParis and London tour optionsdeposit and payment termspast passenger benefitspromotional codes and pricingLondon Paris and D-Day tour vs Paris only tourrepeat passenger benefitsseat upgrade verificationpremium economy bookingbusiness class confirmationreturn flight seatingseat upgrade confirmationpremium economy to business classin-trip supportflight seat upgradepremium economyreservation reviewflight upgradebooking verificationtravel documentationaccount status checkpre-trip checklistform completionairline seat upgrade verificationeconomy plus confirmationticket fee reconciliationbooking confirmationairline ticket clarificationpricing discrepancy checkpromotion eligibilityreservation modificationscancellation policypre-trip logisticsjourney portal accesspromotional code eligibilityretroactive discount applicationreservation modificationViking River Cruises bookingjourney portal and excursion bookingpre-trip documentationpromotion code applicationbeverage package upgradeeconomy plus seat confirmationbeverage package add-oncabin upgradeconfirmation email missingexisting reservation questionbeverage package eligibilitypromotion detailsagent availabilityexisting reservation supportbeverage package promotion eligibilityagent continuityseat selection and upgradesextra leg room pricingexit row seating optionspayment processingconfirmation deliveryextra legroom pricingflight confirmationtechnical_call_issuesaudio_qualitytechnical difficultiescall connection issuesflight booking follow-upmissing email confirmationcallback requesttour booking for biking cruiseMy Viking Journey account accessincluded vs. paid tourspayment for optional excursionstour booking for cruiseairfare optimizationnon-stop flight availabilityseat selection and seating preferenceseconomy plus pricingtour booking processairport preference (Newark vs JFK)airfare upgradenon-stop flight optionsseat selectiontour booking routinginvoice deliverypost-booking confirmationbooking confirmation and paymentpast guest discounttrip protectionAirPlus add-onexcursion booking processMy Viking portal accessbooking recreationpricing and discountsexcursion bookingcruise booking completiondeposit paymenttravel insuranceaccount verificationeCheck payment methoddeposit/final payment processingAirPlus air add-ondiscounts appliedViking account issuecruise bookingdiscount deadlineagent handoffViking River Cruise pricing and promotionsCabin category upgradesFree air add-ons and flight customizationCancellation penalties and timingTravel protection insuranceTour booking and waitlist proceduresAirport selection and flexibilityViking River cruise salecabin category and pricingpromotional code redemptionfree air add-on optionsflight routing and non-stop availabilitycancellation policies and penaltiestour booking and waitlistshold creation |
Signals across all calls
| Buying signals | customer decided during recent trip they want to do a river cruisecustomer has multiple promo codes in hand and is actively researchingcustomer asking specific questions about deposits and final payment datescustomer asking about onboard credits and past passenger discountshas promotional codes in hand and is comparing optionsjust returned from cruise and immediately decided to book anothernarrowed down to two specific itinerariesasking detailed questions about deposits and payment schedulesagreed to call back within the hour with husband's decisionalready fully paid for existing reservationactively preparing for upcoming cruise with documentation and portal setupalready booked summer travel on Viking River cruiseactively seeking to add beverage package to existing reservationwilling to coordinate with agent on promotion code applicationshared personal phone number and confirmed callback detailsalready booked summer sailing with Vikinghas paid extra for seat selection and cabin upgradeproactively researching better promotions to apply to existing reservationapproved $226.99 per person extra leg room upgrade on outbound flightselected specific seats 40K and 40L for outbound flightapproved $194.99 per person extra leg room on return flightprovided credit card and authorized $843.96 charge immediatelyconfirmed current address on fileprovided credit card and completed $843.96 payment for seat upgradesconfirmed seating preferences for both outbound and return flightsrequested confirmation email and agreed to follow-up from agentalready booked Viking ocean cruise for July 2026has reservation number readyactively seeking to book tours for the cruiseactively ready to book tours for upcoming tripalready completed payment and bookings for the cruisepaid additional $150 per person for airfareactively seeking seat preferences and requesting specific seating arrangementsalready completed payment and booking for cruiserequesting specific seat configuration for two passengers togetherauthorized agent to process paymentagreed to review invoicesconfirmed contact for follow-up questionsconfirmed readiness to move forwardconfirmed interest in AirPlus add-on for $150 per personapproved trip protection at $399 per personready to proceed with payment after email confirmationplanning to book excursions immediately post-paymentasked about booking tours timing, indicating purchase intentconfirmed trip protection add-on at $399 per personagreed to AirPlus add-on at $150 per personaccepted past guest discount and $200 additional discountready to book excursions immediately after paymentasked about tour booking timeline, indicating intent to proceedprovided booking number and prepared to pay deposit immediatelyconfirmed July 26th departure and full payment commitmentauthorized AirPlus add-on for direct flight guaranteeprovided banking details for eCheck paymentready to provide payment immediately, has check readyconfirmed departure date July 26thexplicitly asked agent to complete payment on his behalfready to pay and complete booking todaypreviously spoke with agent Friday to initiate travel planningexpressed urgency to finalize before discount expiresexplicitly stated intent to pay and complete booking todayreferenced prior conversation with agent on Friday to initiate traveltime-sensitive: motivated by last-day discount deadlineAsked agent to create a hold on the booking through end of businessProvided promo code and confirmed specific travel datesAgreed to specific cabin category DV2 at $2,790 per personSelected primary airport (JFK) for flight customizationAgreed to review travel protection and other details in writingConfirmed callback later today to finalize booking with husbandalready has promotional code ready and specific sailing dates identifiedasking detailed pricing questions on cabin, air, drinks, and protectionrequested agent create a hold to review with husbandconfirmed email address for hold confirmation detailsspecified preferred departure airport (JFK) to move booking forward |
|---|---|
| Objections | concerned about port accessibility for older travelers after difficult Venice experiencewanted to avoid hot summer months due to prior travel difficultyunsure about free airfare availability across different itineraries and dateswanted husband to choose between two itinerary options before committingconcerned about port accessibility for older travelers based on Venice experiencehesitant about summer travel due to heatwants husband input before committing to specific itineraryskeptical about free airfare availability and wording in promotional materialsconfused whether outbound economy plus upgrade applied to both legs of tripconcerned that return flight seat may not have been upgraded despite paying for upgradefrustrated promotion cannot be applied retroactively to existing bookingconcerned cancellation and rebooking would incur penaltiesdisappointed that Viking agent suggested Pavlus could resolve itfrustrated that promotional code cannot be applied retroactively to existing reservationconfused why Viking customer service suggested Pavlus could apply promotion when they cannotdisappointed that canceling and rebooking would incur cancellation penaltiesskeptical about promotion terms being inconsistently applied across different tripsuncertain if new promotion can be retroactively applied without full rebookconcerned rebooting might change price after paying for seat upgradesfrustrated missing confirmation email for economy plus upgrade paid forunsure if new promotion can be applied retroactively to existing reservationconcerned about price impact if rebook required after paying for seat selection and upgradenever received confirmation email for economy plus upgrade paid separatelyuncertain about beverage package entitlement under current promotion termsuncertain whether beverage package promotion applies to already-booked tripcould not locate seating information in prior email from Ashleyuncertain about exact pricing difference for economy plus upgradecouldn't locate seat pricing email from Ashley previouslyflight details were promised via email but never arrivedflight options were supposed to arrive by email but never receivedJFK airport is inconvenient and time-consuming due to customsuncertainty about how to access tour booking after cruise paymentconcerned about JFK airport logistics and customs delayswants confirmation economy plus seats won't incur unexpected chargesunable to reach original agent on final booking dayprevious Viking account showing cancellation statusprevious agent unavailable on deadline dayconfused about payment timing and requirementsViking account showing cancellation statustime-sensitive discount ending today, needs immediate assistanceConcerned about whether free air includes nonstop flights or connectionsWorried about upcharge costs if nonstop flights requiredUncertain about exact cancellation penalty percentage and timingNeed to consult husband before committing to bookingMust verify dog care arrangements before finalizing travel datesuncertain whether free air includes nonstop flights or requires additional paymentconcerned about 35 percent cancellation penalty at late booking stageneeds spouse approval before committing to purchasemust confirm pet/dog care arrangements before finalizing |
| Latest emotional read | Customer was engaged and methodical, asking detailed logistical questions throughout. She showed mild frustration at times (swearing about deposit rules, venting about book thickness), but remained collaborative with the agent. She was deferential to her husband's preferences, wanting to present options to him before deciding. |
Individual calls (38 analyzed, 3 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 14:59 | Fia Bauer | positive (0.60) | Researching | Call Joseph/Debbie back within one hour (as promised by customer) with deposit/pricing summary sheet for both itineraries (8-day and 12-day… | call data | Dialpad ↗ |
| 2026-08-07 14:59 | Fia Bauer | positive (0.60) | Researching | Schedule a callback within 1 hour to confirm the husband's itinerary choice (12-day London/Paris/D-Day vs. 8-day Paris/Normandy) and specif… | call data | Dialpad ↗ |
| 2026-08-07 14:57 | Fia Bauer | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-07 14:57 | All Pavlus Recording | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-07 14:57 | Z-Fia TF | not analyzed | — | call data | Dialpad ↗ | |
| 2026-07-28 16:56 | Jennifer Leslie | neutral (0.00) | Support | Agent should verify the contact name in the system (message says 'miss Deborah' but contact is 'Joseph Contino') and confirm return flight … | call data | Dialpad ↗ |
| 2026-07-28 16:56 | Jennifer Leslie | neutral (0.00) | Support | When customer returns from trip or becomes available, send a direct email to Deborah at her email address summarizing the seating status (b… | call data | Dialpad ↗ |
| 2026-07-27 15:23 | Fia Bauer | neutral (-0.30) | Support | Send a follow-up email to Joseph Contino with the premium economy details and pricing. Follow up by phone again within 24 hours before his … | call data | Dialpad ↗ |
| 2026-07-27 15:23 | Fia Bauer | negative (-0.30) | Support | Send Joseph a follow-up SMS or email with the reservation discrepancy (premium economy not showing as purchased despite AirPlus customizati… | call data | Dialpad ↗ |
| 2026-06-03 17:30 | Kelly Panagiotou | positive (0.80) | Support | No followup needed; booking is complete and customer is satisfied. | call data | Dialpad ↗ |
| 2026-06-03 17:30 | Guest Relations | very_positive (0.85) | Support | None needed; booking is confirmed and paid in full. Customer is ready to travel. | call data | Dialpad ↗ |
| 2026-06-03 17:23 | Sam Moya | positive (0.70) | Support | Have guest relations confirm the full cruise and air package is locked in, and send Deborah a final consolidated itinerary showing both fli… | call data | Dialpad ↗ |
| 2026-06-03 17:23 | Air Department | positive (0.65) | Support | Ensure the transfer to guest relations completes smoothly so Deborah receives final confirmation that her full cruise and air package is lo… | call data | Dialpad ↗ |
| 2026-05-02 20:35 | Lauren Johnson | negative (-0.40) | Support | Follow up in writing with Joseph within 24 hours explaining the promotion policy and clarifying what happened with the Viking agent's misle… | call data | Dialpad ↗ |
| 2026-05-02 20:35 | Lauren Johnson | negative (-0.30) | Support | Send Joseph a written summary of promotion eligibility rules for future bookings and confirm he has received his updated final account docu… | call data | Dialpad ↗ |
| 2026-05-02 19:38 | Lauren Johnson | positive (0.55) | Rebooking | Call Viking within 24 hours to determine if the EUR26 promotion (beverage package, airfare, room upgrade) can be retroactively applied to J… | call data | Dialpad ↗ |
| 2026-05-02 19:38 | Lauren Johnson | positive (0.60) | Rebooking | Call Viking immediately to determine (1) whether EUR26 promotion can be applied retroactively to Joseph's existing reservation without full… | call data | Dialpad ↗ |
| 2026-05-02 19:33 | Tyler Snow | neutral (0.20) | Support | Lauren should pull Joseph's reservation record and clarify the beverage package promotion terms and his specific eligibility before the tra… | call data | Dialpad ↗ |
| 2026-05-02 19:33 | Guest Relations | neutral (0.10) | Support | Lauren should call Joseph back within 24 hours to confirm whether the beverage package promotion applies to his already-booked trip and, if… | call data | Dialpad ↗ |
| 2026-04-14 15:32 | Kenzy Escobar | positive (0.75) | Support | Michael should send the Viking cruise confirmation (combining the flight confirmation already sent) before end of business today as promise… | call data | Dialpad ↗ |
| 2026-04-14 15:32 | Air Department | positive (0.75) | Booked | Send the consolidated Viking cruise + flight confirmation email today as promised. Confirm receipt with Deborah Contino at deal1018@gmail.c… | call data | Dialpad ↗ |
| 2026-04-14 15:28 | Ashley Major | negative (-0.60) | Support | Proactively call Joseph Contino back within 30 minutes on a fresh line to re-establish the connection and determine his original travel inq… | call data | Dialpad ↗ |
| 2026-04-14 15:27 | Air Department | negative (-0.60) | Support | Contact Joseph Contino proactively at a convenient time to understand his original travel inquiry, and confirm the call connection issue ha… | call data | Dialpad ↗ |
| 2026-04-13 21:28 | Victoria Mendoza | negative (-0.60) | Support | Contact Deborah Contino at 732-423-8461 within one business day with the flight booking details and any pending confirmations; clarify whet… | call data | Dialpad ↗ |
| 2026-04-13 21:28 | Reception | negative (-0.60) | Support | Contact Deborah Contino immediately at 732-423-8461 with the flight options that Ashley was researching (booking 972-8673). Confirm receipt… | call data | Dialpad ↗ |
| 2026-04-13 18:01 | Ryan Taylor | positive (0.80) | Booked | Send Joseph a follow-up email with a direct link to the My Viking Journey account login page and a reminder that tour payments are due at b… | call data | Dialpad ↗ |
| 2026-04-13 18:01 | Guest Relations | positive (0.75) | Booked | Send Joseph a follow-up email with a direct link to My Viking Journey account access instructions and a summary of included vs. paid tour o… | call data | Dialpad ↗ |
| 2026-04-13 17:53 | Ashley Major | positive (0.65) | Support | Send Joseph the email with non-stop flight options, economy plus pricing, and seat map by end of business today as promised. When transferr… | call data | Dialpad ↗ |
| 2026-04-13 17:53 | Air Department | positive (0.65) | Support | Email Joseph within a few hours with: (1) non-stop flight options from Newark and JFK with pricing comparison, (2) economy plus upgrade cos… | call data | Dialpad ↗ |
| 2026-04-12 20:31 | All Pavlus Recording | positive (0.60) | Booked | Send invoices within one hour as promised. Check in tomorrow or Monday if customer doesn't reach out to confirm receipt and satisfaction wi… | call data | Dialpad ↗ |
| 2026-04-12 20:30 | Rachael Taylor | positive (0.70) | Booked | Deliver invoices within the promised one-hour window and proactively reach out tomorrow to confirm receipt and address any questions about … | call data | Dialpad ↗ |
| 2026-04-12 20:27 | Rachael Taylor | positive (0.65) | Ready to Book | Send Joseph the detailed invoice email immediately with itemized pricing, discount breakdown, and direct link to My Viking Journey portal f… | call data | Dialpad ↗ |
| 2026-04-12 20:27 | Rachael Taylor | positive (0.60) | Ready to Book | Send Joseph a detailed email confirmation of final pricing ($6,496 including all discounts and add-ons) and payment instructions. Follow up… | call data | Dialpad ↗ |
| 2026-04-12 19:34 | Rachael Taylor | positive (0.60) | Ready to Book | Call Viking immediately to verify the account cancellation flag, confirm all booking and discount details match Via's notes, and call Josep… | call data | Dialpad ↗ |
| 2026-04-12 19:34 | Rachael Taylor | positive (0.60) | Ready to Book | Call Viking within 10 minutes to confirm booking is valid (not cancelled) and verify all pricing, discounts, and AirPlus add-on details; ca… | call data | Dialpad ↗ |
| 2026-04-12 19:30 | Victoria Mendoza | positive (0.60) | Ready to Book | Rachel should immediately confirm the cruise details, verify the discount terms and expiration, process payment, and send written confirmat… | call data | Dialpad ↗ |
| 2026-04-12 19:30 | Reception | positive (0.60) | Ready to Book | Rachel should immediately pull up Deborah Contino's booking from Friday's conversation, confirm the cruise and discount details, and proces… | call data | Dialpad ↗ |
| 2026-04-10 16:17 | Fia Bauer | positive (0.65) | Ready to Book | Send the hold confirmation and full quote breakdown (including travel protection details and AirPlus terms) to Debbie's email (dalma1018@Gm… | call data | Dialpad ↗ |
| 2026-04-10 16:17 | Fia Bauer | positive (0.65) | Ready to Book | Send hold confirmation with all quoted details (DV2 cabin at $2,790/person, free economy air, $150 AirPlus option, $449 travel protection, … | call data | Dialpad ↗ |
| 2026-04-10 16:15 | Renee Wallace (deactivated) | neutral (0.00) | Other | No follow-up needed from this call; customer was transferred to the intended agent and the interaction was transactional. The downstream ag… | call data | Dialpad ↗ |
| 2026-04-10 16:15 | Reception | neutral (0.00) | Other | The receiving agent should clarify Joseph Contino's travel need or referral inquiry at the start of the next interaction, since the transfe… | call data | Dialpad ↗ |