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Kevin Rose

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Average sentiment
0.30
positive
Trajectory
▲ improving over time
across 61 analyzed calls
Current stage
Support
Primary planner
Reception
plus 18 others
Phone
+17752246283
id 6265174761570304
“I know she's doing vacation. She sent me a notice but I don't think it started till next week maybe.”
most recent call
Next best action:
Ensure Pam Chaves calls Kevin Rose back as promised to continue whatever trip planning or booking discussion is pending.
Narrative

Kevin called Pam for a followup on a February tour and Windstar cruise booking that he had initiated with another agent (Fi) earlier in the week. The deposit of $2,598 had been processed, and Kevin confirmed he purchased the trip protection plan. The primary itinerary: a tour ending February 27 in New Zealand, a two-night hotel stay in Papeete, then a Windstar cruise starting March 1. Kevin has booked his own airline tickets with United and asked about the seven percent discount Pavlus offers on airfare; Pam clarified that since Kevin booked independently, he doesn't qualify for the additional discount on those tickets. Kevin expressed urgency to book because the February 14 tour date was sold out when he checked Monday, prompting him to move quickly and secure what he believes are the last two available seats. The conversation drifted into personal topics: Kevin's mother passed away 2.5 years ago, his spouse Carrie's stepmother passed in January while they were on an Arctic Viking cruise, and they are now relocating from Reno to Spokane for a new home build. The call ended warmly with New Year wishes and casual airport chat.

How they see Pavlus
· customer asked for a specific planner by name, suggesting an existing relationship
· Kevin referred to the agency as 'publi travel' (likely Pavlus, but the name wasn't clearly articulated in the call), and showed no explicit praise or criticism of the organization itself
· Customer called back directly and expected agent to remember prior conversation without restating details
· Customer matter-of-factly referenced having just spoken with Kendahl about the Viking world cruise; no praise or criticism of Pavlus's service offered
· Kevin referred to Kendall by name and seemed to have rapport with her from their prior conversation; no explicit praise or criticism of Pavlus was offered
· expressed uncertainty whether Pavlus's $400 per person discount combined with Viking's double past guest discount, implying he's unsure how the layering works
+ noted 'Pavlus doesn't do a whole lot' in discount stacking—a realistic acknowledgment, not a complaint
+ comfortable with Pavlus's courtesy hold and invoice process, saying 'that's usually what I do' and relying on written breakdown to verify discounts
+ 57 more observations
Process friction they hit
  • customer had to call back to reconnect with specific planner because agent was out sick
  • customer had to call back to clarify intent before agent took action on his behalf
  • customer felt need to follow up immediately with original agent to prevent premature booking execution without final approval
  • invoice included a blank 'cost per person' field for the hotel, creating confusion about whether it was a no-cost item or pending pricing
  • agent unable to access Tauck website to verify tour details during the call
  • customer credit card information took time to locate in system despite being on file from previous bookings
  • agent unable to access Tauck tour operator website during call, delaying real-time availability verification
  • customer information stored in system in a way that made credit card on file difficult to locate ('took a long time for me to find that part')
  • customer had to be transferred to another agent rather than having receptionist take a message or basic details for continuity
  • final payment notification email not delivered until the due date, rather than 10 days prior
  • internal coding issue preventing proper routing and delivery of payment notices
  • issue persists after customer reported it and received assurance that it was corrected
  • final payment notification emails not delivered within promised 10-day window
  • promised technical fix for email routing issue has not been verified or implemented
  • customer had to follow up manually with Don after first occurrence; second occurrence suggests no systemic resolution
  • Viking told customer that Pavlus must submit extension request, creating an intermediary step rather than direct booking capability
  • no agent availability to handle time-sensitive bookings at month-end
  • customer had to contact multiple times (voicemail, email) before reaching agent on phone
  • Customer could not reach preferred agent Pam Travis and was told no other agents available to help
  • Customer already attempted voicemail and email but received no callback at time of call
  • High month-end volume creating bottleneck that forced customer to choose between waiting or booking outside agency
  • customer confirmed booking with credit card per agent email request but received no status update
  • customer having difficulty tracking amendments because confirmations kept appending to same email thread instead of sending new separate confirmations
  • customer provided credit card per agent email but received no confirmation or status update
  • multiple emails about the same transfer task made it hard to follow
  • task was handed off to customer service but not completed in a timely way
  • customer initially unable to reach his assigned planner Heather Green and had to work with backup agent
  • transfer or handoff appeared incomplete; call ended before connection to Heather Green was confirmed
  • customer had to repeat situation to a second agent (Michael) after speaking to Leanne 30 minutes prior
  • no clear ownership or timeline communicated for management escalation follow-up
  • customer left uncertain who to call tomorrow (Pam, Leanne, or Michael) for status update
  • customer had to repeat situation to second agent (Michael) after initial conversation with Leanne
  • unclear communication on when next update will arrive or who should follow up
  • call was dropped or interrupted before customer could state their issue
  • customer unable to modify flight segment online and had to call agency
  • required transfer to different agent because flight was booked on Sabre system
  • customer had to call in after online system directed him to contact booking vendor; Sabre-booked flights require specialist agent who may not always be available
  • needed to be transferred to another agent rather than receiving immediate support
  • no available agent at time of call to handle urgent, time-sensitive booking request
  • no agents available to handle inbound booking inquiry immediately
  • customer had to wait on hold and was told to expect a callback instead of speaking with someone
Customer behaviors observed
seeking to reconnect with assigned planneraccepting callback arrangementrequesting specific agent callbackaccepting callback arrangement without escalationrequesting specific agent by namewilling to wait on holdrequesting to speak with a specific agent by namewilling to hold for preferred representativepatient and deferential in toneseeking continuity with specific travel plannermanaging a group booking with six peoplefollowing up on a prior email inquiryefficiency-focused, wanting to avoid unnecessary callbackstrying to reach a specific planner by nameattempting to avoid repeating informationdeferring to the planner's schedule rather than re-booking with someone newleaving a follow-up message instead of transferringmonitoring cabin availability independently between callsupdating preferences based on real-time website datafollowing up quickly and efficiently on prior conversationactively monitoring availability on vendor website post-callproactively calling back same day with updated preferencescomparison-shopping between two specific cabin optionsdeferring final confirmation to agent's Viking rep contactseeking reassurance before agent takes actionwanting to preview/approve changes before booking is submitteddeferring decision pending own reviewseeking agent continuity and reassurancewanting final sign-off before agent takes actionpolite and deferential in toneleveraging past guest status and prior booking historycomparison-checking suite availability on Viking website while on callrequesting real-time quote with specific room number and backup optiondeferring payment pending written invoice reviewseeking email confirmation of quote by end of business daycalling to make a booking decisiondemonstrating flexibility when preferred agent unavailableleveraging prior relationship with agencyreturning customer with agent loyalty preferenceready to book immediatelyconcerned about proper credit attribution to preferred plannerwilling to work with alternative agent to move forwardurgency-driven booking after noticing inventory depletionmulti-part trip coordination across vendors (tour operator, cruise line, airlines)independent research and comparison (checking website weekly)seeking to maximize discounts and incentivesbuilding personal rapport with planner through casual conversationdeferring future air ticket work with Pavlus pending relocation completionsharing life context to explain travel timing and logistics changesmonitoring tour operator website weekly before committingresponding urgently to limited availability (booked same day after seeing 'limited' status)consolidating multi-leg international itinerary across tour operator and cruise linedeferring airline booking strategy (already booked separately; now exploring discount terms)providing personal life updates and building rapport with agentplanning logistics around major life transition (house sale, relocation, family reorganization)reviewing invoice line-by-line for clarityasking clarifying questions before committing paymentauthorizing deposit with card on fileconfirming understanding of deposit structurereviewing invoice line items before committing depositasking clarifying questions about pricing structure and inclusionsauthorizing payment by providing card details over phoneproceeding toward booking completionfollowing up on a prior quote from his regular agentdeferring conversation until his preferred planner was availableaccepting callback solution without resistanceseeking callback from preferred agentfollowing up on sent quote with a pending questiondeferring substantive discussion until Pam is availableleveraging prior Tauck booking experience to inform current inquiryresearching tour dates and availability on Tauck website during the callcomparison-checking gift promotion eligibility before committingdeferring final booking decision pending callback confirmationpreparing to book as couple for anniversary-adjacent date (Valentine's Day)leveraging prior booking history as reference point for promotion expectationsrequesting confirmation hold rather than immediate commitmentoffering troubleshooting help when technical issues arosedeferring final decision pending callback from agent with deposit and availability detailsseeking preferred planner by namefollowing up on email prompt about new traveldeferring detailed conversation to specialist agentcalling to reconnect with established plannerseeking to plan future travel (2027)responding to marketing emailreporting a recurring system failure affecting billing notificationsdocumenting payment due dates manually to avoid surprise chargesexpressing concern that issue may affect other customers broadlyfollowing up on a prior promise of resolutionreporting a recurring system bug as a courtesy to flag broader impactdocumenting payment amounts to protect against surprise chargestracking due dates on calendar due to lack of reliable email noticedeferring direct escalation in favor of letting agent coordinate with Don and tech teamrequested specific planner by nameaccepted callback promise without hesitationaccepting callback without negotiationseeking to reach a specific agentaccepting callback suggestionwilling to work around agency scheduleattempting to reach a specific known planneraccepting callback suggestion without resistanceaccepting callback arrangement without negotiationdeferring substantive discussion to later callrebooking an existing cruise with a date changeaccepting transfer to alternate agent without resistanceshowing empathy for agent's personal circumstancesready to move forward with transactionseeking to modify existing bookingaccepting transfer to another agent to complete requestshowing empathy for planner's personal situationcalling to follow up with assigned agentready to submit payment for existing bookingcalling to reach a specific planner by nameready to provide payment to complete a bookingaware of planner's vacation schedulerequesting callback from specific plannerseeking to connect with a specific planner (Pama)accepting a callback arrangement without pushbackactively managing an existing cruise bookingcoordinating with primary planner Pam Travistrying to add a paid extension to an existing itineraryhandling call on a cellphone with technical limitationsmanaging multiple concurrent calls on a cellphoneproactively researching extension options directly with cruise lineconfirming booking details with agent to ensure accuracydeferring to established planner relationship (Pam Travis)seeking to book a specific cruise before promotion deadline expiresrequesting specific agent (Pam) by namecomparing options between booking direct with cruise line vs through Pavlusshowing patience despite frustration with availabilityready to book immediately with specific deadline awarenesspersistent in trying to reach preferred plannerpragmatically exploring alternative paths (other agents, direct Viking booking)willing to wait rather than switch plannersdemonstrating prior experience working with the agencyattempting to reach a specific existing planneraccepting alternate resolution without resistancereturning an agent's missed callwaiting to be transferred to specific agentresponding to missed callbackpatient during holdrequesting to speak with a specific agentresponding to prior email contactrequesting callback or transfer to specific agentreferencing prior email communicationseeking status on stalled transfer bookingrequesting cleaner email communication formatdeferring to original agent Heather for final resolutionfollowing up on incomplete taskrequesting process clarification (consolidation of email threads)deferring to original agent relationship over convenienceseeking clarification on logistical details before finalizing airport transferproactively ensuring contact information is shared across booking partiesdeferring follow-up to email per agent suggestioncooperative and organized in providing booking reference detailsverifying booking details before final confirmationensuring communication pathway is clear for day-of logisticsrequesting contact information for a third-party service providerdeferring further detail-sharing to email for efficiencyfollowing up on agent email referralconfirming receipt of recent communicationattempting to reach specific planner by nameventing frustration about an external supplier-caused problemcost-conscious and weighing alternatives (hypothetically considering his own 4 AM transfer)seeking clear information and timeline from management escalationdeferring decision pending clarification from Viking on ship arrivalescalation problem-solving with hypothetical alternatives (own transfer at 4 AM)deferring final decision pending clarity on ship arrival timeventing frustration about financial impact of cruise logistics changesseeking clear follow-up plan and named contactattempting to reach support for an unspecified problemseeking support for an unspecified probleminitiated contact in frustration or confusionseeking existing plannerreturning customerrequesting reconnection with existing travel plannerinitiating contact via phoneseeking to modify existing multi-segment bookingcooperative with transfer routing to correct departmentfamiliar with agency and preferred agent by namedeferring detailed changes to callback specialistrequesting flight modification on existing multi-segment bookingdeferring to specialist agent availabilitydemonstrating familiarity with specific Pavlus staff membersaccepting callback model for resolutionseeking preferred agent by name (Thomas)expressing urgency due to near-sold-out inventoryasking clarifying questions about Pavlus's referral and transfer processaccepting callback as fallback when immediate service unavailableseeking his regular agent by name (Thomas)expressing time pressure due to sold-out tour inventoryinquiring about Pavlus's role in direct-booked transfersaccepting a callback arrangement as fallback
Value perception Kevin saw value in Pavlus's ability to move quickly ('I looked at it Monday, it said limited, so that's when I called Pavlus') and to offer discounts not visible elsewhere ('ask about the special price discount that you won't see on your talk thing'). He appreciates the bundling and coordination service, though he already independently booked United airfare for the African leg, suggesting he is also comparison-shopping.
Emotional arc Kevin started the call focused and transactional (deposit confirmed, discount details), then gradually opened up into personal storytelling about his mother's passing, relocation to Seattle, and family changes—shifting from business to genuine conversation. Pam met him warmly, and the tone remained consistently friendly and collaborative.
What this customer cares about
Destinations Los AngelesStockholmArcticMilwaukeeAucklandPapeeteNew ZealandFrench PolynesiaSeattleSpokaneRenoMexicoBajaLindaCaboDenverAlbuquerqueAustraliaFranceBuenos AiresTorontoDetroit
Cruise lines / operators VikingViking River CruisesWindstarWindstar CruisesTauckPavlus TravelWinstarAmerican Cruise LinesBlacklaneDCK (Decatur?)
Topics agent availabilitycallback schedulingcallback requestagent transferaccount supportgroup tour planningfollow-up on prior emailgroup tour inquiryfollowing up on prior emailcabin selectionViking River cruiseroom preference updateroom availabilitybooking modificationViking booking requestagent callback coordinationViking cruise bookingrequest clarification before bookingagent coordinationworld cruise pricingViking discounts and promossuite selectionpast guest benefitsonboard creditcourtesy holdViking ocean cruise bookingagent assignment and creditexisting customer relationshipViking ocean cruiseagent preferencecredit attributionriver cruise in New ZealandWindstar cruisetour coordinationairline booking and discountstrip protection planhotel pre-cruiselife transitions and relocationcasual rapport buildingcruise booking confirmationairline ticket bundling and discountspre-night hotel arrangementsdeposit confirmationtravel protection planrelocation and address changemulti-leg trip coordinationhotel inclusion for Feb 13invoice/financial summary reviewdeposit paymentdeposit amount clarificationhotel inclusion clarificationcontract negotiation statusinvoice reviewquote follow-upagent callback requestGift of Time promotion eligibility2027 New Zealand tour bookinghotel confirmation timingtour availability and limited spotsdeposit and hold process2027 tour availabilityNew Zealand tourtour operator website access issuesreservation holdnew cruise or tour planning2027 travel datesfinal payment notification timingsystem coding issueemail delivery failureunexpected billing surprisecruise booking managementemail delivery system issuecoding/technical bugpayment due date trackingagent contactcallback timingdate change on existing cruise bookingtransfer to another agentcruise date changeAmerican Cruise Lines bookingconfirmation managementFrench travel bookingPayment informationscheduling with specific plannerpre-cruise extension bookingViking world cruiseBuenos Aires extensionbooking pre-cruise extensionViking cruise add-onaccount lookupextension request processJanuary special promotionAlternative booking optionsJanuary promotionContact preferencesagent routingfollow-up on prior communicationairport transfer bookingcruise ship logisticsconfirmation email managementfollow-up coordinationservice follow-upBlacklane ground transportationcontact information verificationBlack Lane transfer providerViking cruise coordinationBlack Lane transfer companyfollow-up on email inquiryflight change requirementViking cruise itinerary delayunexpected airline costship arrival uncertaintytransfer logisticsViking cruise air logisticstransfer cost reimbursementagent callbackexisting bookingreconnecting with plannerflight segment changemulti-segment booking modificationUnited Airlines flightSabre system routingflight segment change requestUnited Airlines flight adjustmenttour bookingavailabilitynearly sold-out inventoryreferral processsold-out tour availabilitybooking process
Signals across all calls
Buying signals group of six people committed to taking a tour togetherhas six people committed to touralready sent detailed request to planneractively monitoring availability and updating cabin preferenceprovided specific cabin numbers (3064 preferred, 3070 backup)actively monitoring cabin availability and making real-time room preference updatesconfirmed preference order for specific stateroomsselected specific suite DV6 on third level, with backup AG suite identifiedrequesting courtesy hold to review invoice before committing paymentasked agent to call Viking to confirm suite availability todayspecified exact departure and arrival dates and itinerary detailsstated intention to book and give credit to specific agent Pamrequesting to speak with available agent immediatelyidentified self as repeat customerstated intention to book and give credit to preferred agent Pamrequested to speak with available agent immediately to move forwarddeposit already processed on credit card for $2,598secured last two seats on sold-out February tourbooked airline tickets with United independentlypurchased trip protection plancommitted to coordinating hotel for two nights between toursplans to update address after moving to Seattledeposit already processed by bank for $2,598secured last two seats on sold-out February 14 tourbooked multi-leg trip: Auckland tour, two-night hotel layover, Windstar cruise March 1stcommitted to coordinating all bookings through Pavluswill provide updated address after moving to Seattleconfirmed card on file for depositauthorized deposit charge of $2,798 totalreviewed and accepted travel protection planreviewed travel protection plan and found it acceptableauthorized agent to charge deposit using card on fileconfirmed card details (Visa ending 5331)accepted deposit amount and trip termsnamed specific travel date of February 14, 2027confirmed traveling as couple with wife Carrierequested agent hold two spots pending callbackprovided credit card on file and email for confirmationstated 99 percent sure about proceeding with bookingnamed specific travel date: February 14, 2027confirmed two travelers: Kevin and his wife Carrieprovided Visa card ending in 5331 on fileasked agent to hold reservation pending callback confirmationconfirmed email address to receive holding detailsproactively reached out after receiving email about 2027 travelreceived email prompting interest in adding a talk for 2027confirmed new travel date of July 5th instead of October 18thwilling to proceed with date change immediatelyconfirmed new travel date of July 5thhas existing confirmed booking with American Cruise Linesready to provide payment information to existing agent Pamready to provide payment information to complete bookinghas existing biking cruise booking with Pavlusactively seeking to add paid extension to existing tripconfirmed trip date and extension pricing ($1,999 per slot)actively seeking to add paid extension to existing bookingconfirmed trip date and specific cruise namewilling to pay $1999 per slot for extensionactively seeking to book a Viking cruise before January 31 deadlinepreviously booked with Pavlus and transferred to Pamwilling to wait for Pam rather than book elsewhereactively trying to book a Viking cruiseaware of specific promotion deadline (end of January)specifically requested Pam Travis as plannerwilling to wait for preferred agent rather than book directactively seeking to book a specific tourprovided phone number and name for callbackactively interested in booking a specific tourwilling to proceed despite regular agent being unavailable
Objections worried about committing to changes before reviewing them himselfconcerned about making booking changes after agent completes the requestuncertain whether Pavlus discount stacks with Viking's double past guest discountconcerned about getting all applicable Viking promotions applied correctlyconcerned about seven percent discount applicability on already-booked United airline ticketsuncertain about timeline for finalizing hotel room on bookingalready booked air separately with United; unclear on discount eligibilityunclear whether Feb 13 hotel was included or add-on costconfused by blank cost-per-person field on invoiceuncertain when Gift of Time promotion officially announced for 2027confused about whether to book now or wait for official announcementconcerned about limited tour spots availabilityunsure when gift of time promotion will be officially announced for 2027concerned about booking before confirmation that promotion appliesuncertain what 'limited' availability indicator means on tour listingspromised 10-day payment notice not being delivered consistentlyinternal coding issue still unresolved despite prior claim of correctionconcerned about unexpected large bills arriving without proper warningfinal payment email arrived on due date instead of 10 days priorpromised technical fix has not actually resolved the issueunexpected large bills arriving without proper advance noticeunable to book extension directly with Viking, requires Pavlus agent requestunable to book extension directly through Viking themselvesuncertain about which extension type (pre vs post cruise)concerned about agent availability and long wait times for callbackuncertainty about whether to book direct with Viking or wait for Pavlusconcern about agent availability and responsiveness during busy perioduncertainty about fastest path to complete booking before January 31 deadlinefrustrated that initial request to Pam Chavez had stalled without updateconcerned about email thread becoming hard to follow with multiple updatesfrustrated by lack of communication after providing credit cardconfused by multiple email threads about same transferconcerned about communication gaps between Pavlus and Black Lane transfer providerconcerned Black Lane doesn't have his contact info for pickup confirmationunwilling to pay $800 to change flights that may not need changingfrustrated by unclear Viking ship arrival time creating false urgencyconcerned that escalation to management will take too long before departurereluctant to pay $800 for flight change he may not actually needfrustrated by catch-22: Viking uncertain on arrival time but demanding flight changes upfrontskeptical about paying $436 per person with only post-cruise reimbursement promiseunable to change flight segment online through United directlyuncertain about being transferred to correct departmenttour is almost sold out, creating time pressuretour is almost sold out and needs quick action
Latest emotional read Kevin was polite and cooperative throughout. He seemed familiar with Pam Chaves and comfortable with the process. No anxiety or frustration; tone was casual and accepting.
AI workup

Generated on demand by Claude Sonnet from the 61 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 (61 analyzed, 6 unanalyzed)
Date Planner Sentiment Intent Suggested follow-up
2026-08-07 14:28 Victoria Mendoza positive (0.70) Support Ensure Pam Chaves calls Kevin Rose back as promised to continue whatever trip planning or booking discussion is pending. call data  |  Dialpad ↗
2026-08-07 14:28 Victoria Mendoza positive (0.60) Support Ensure Pam Chaves calls Kevin Rose back promptly after finishing the payment transaction she was handling. call data  |  Dialpad ↗
2026-08-07 14:27 Pavlus Travel not analyzed — call data  |  Dialpad ↗
2026-08-07 14:26 Z-Pam TF not analyzed — call data  |  Dialpad ↗
2026-07-30 22:22 Z-Pam TF not analyzed — call data  |  Dialpad ↗
2026-07-13 19:31 Z-Pam TF not analyzed — call data  |  Dialpad ↗
2026-07-13 17:16 Z-Pam TF not analyzed — call data  |  Dialpad ↗
2026-05-08 21:04 Dawn Claflin neutral (0.30) Support Ensure Pam Chavis receives Kevin Rose's hold request and calls him back promptly to discuss his travel needs. call data  |  Dialpad ↗
2026-05-08 21:04 Reception neutral (0.30) Support Ensure Pam Chavis receives the message that Kevin Rose is holding and connect him promptly when she becomes available. call data  |  Dialpad ↗
2026-04-06 17:34 Dyenna McConnell neutral (0.30) Support Dyenna should deliver Kevin's message to Pam Chavis immediately with his contact information and the note that he is following up on their … call data  |  Dialpad ↗
2026-04-06 17:34 Reception neutral (0.30) Support Ensure Pam Chavis receives the message that Kevin Rose called to follow up on his group tour request for six people (prior email details), … call data  |  Dialpad ↗
2026-02-15 18:19 Kendahl Isbell positive (0.60) Rebooking Confirm with Viking rep that cabin 3064 has been requested as primary choice with 3064 as backup, and send Kevin written confirmation of th… call data  |  Dialpad ↗
2026-02-15 18:19 Kendahl Isbell positive (0.60) Rebooking Confirm with the Viking rep that cabin 3064 has been requested as primary choice with 3070 as fallback, then send Kevin a booking confirmat… call data  |  Dialpad ↗
2026-02-15 18:17 Tina Simons neutral (0.30) Support When Kendall reconnects with Kevin, confirm his exact booking change request in writing before submitting to Viking, and walk him through w… call data  |  Dialpad ↗
2026-02-15 18:17 Reception positive (0.60) Support When Kendall connects with Kevin, confirm his specific request and any constraints before calling Viking, and confirm all details with him … call data  |  Dialpad ↗
2026-02-15 17:54 Kendahl Isbell not analyzed — call data  |  Dialpad ↗
2026-02-15 17:54 Kendahl Isbell positive (0.75) Ready to Book Call Viking immediately to confirm suite DV6 availability on Viking World Cruise 4 (January 14–June 15, 2028) with backup AG suite; send Ke… call data  |  Dialpad ↗
2026-02-15 17:50 Tina Simons positive (0.60) Ready to Book When the receiving agent connects, confirm Viking cruise details (ship, dates, cabin preference, number of guests) and reassure Kevin the b… call data  |  Dialpad ↗
2026-02-15 17:50 Reception positive (0.60) Ready to Book Transfer Kevin to an available agent immediately to capture the Viking ocean cruise booking and ensure the sale is attributed to Pam Chavis… call data  |  Dialpad ↗
2025-12-31 18:25 Pam Chavez positive (0.70) Booked Confirm the two-night Papeete hotel room booking as soon as the tour is finalized (expected within 6 months per customer); proactively reac… call data  |  Dialpad ↗
2025-12-31 18:25 Pam Chavez positive (0.70) Booked Confirm the pre-night hotel booking in Papeete within 2–3 weeks and send finalized itinerary with dates and hotel details. When Kevin moves… call data  |  Dialpad ↗
2025-12-30 16:33 Fia Bauer positive (0.75) Ready to Book Send deposit confirmation to Kevin before end of business today as promised, including itemized breakdown of the $2,798 charge ($600 per pe… call data  |  Dialpad ↗
2025-12-30 16:33 Fia Bauer positive (0.70) Ready to Book Send the deposit confirmation and final invoice as promised before end of business today, and proactively clarify the final Feb 13 hotel ra… call data  |  Dialpad ↗
2025-12-30 16:20 Victoria Mendoza positive (0.60) Support Ensure Pam calls Kevin back within the promised five-minute window to discuss his quote question and maintain the positive momentum of this… call data  |  Dialpad ↗
2025-12-30 16:20 Reception positive (0.60) Support Ensure Pam calls Kevin back within the promised 5 minutes to address his quote question and move the booking forward. call data  |  Dialpad ↗
2025-12-29 17:46 Fia Bauer positive (0.60) Ready to Book Call Kevin back by end of day with confirmation that two spots are held on the February 14, 2027 New Zealand tour and attach the proposal e… call data  |  Dialpad ↗
2025-12-29 17:46 Fia Bauer positive (0.60) Ready to Book Call Kevin back today or tomorrow with confirmation that the February 14, 2027 Tauck New Zealand tour holds two spots for him and Carrie, d… call data  |  Dialpad ↗
2025-12-29 17:44 Tina Simons neutral (0.20) Researching Gia should reconnect Kevin with context that he's interested in 2027 travel planning and has an existing relationship with Pam; confirm whe… call data  |  Dialpad ↗
2025-12-29 17:44 Reception neutral (0.30) Researching When Bia picks up, confirm Kevin's 2027 travel interest and the specific email or promotion that prompted his call, then schedule a callbac… call data  |  Dialpad ↗
2025-06-26 16:51 Anastasia Thomas neutral (0.10) Support Contact Kevin by July 1st with a manual reminder that his final payment is due July 3rd, and escalate to the tech team immediately to diagn… call data  |  Dialpad ↗
2025-06-26 16:51 Guest Relations neutral (0.10) Support Call or email Kevin by June 28th (5 days before July 3rd due date) to confirm he received the final payment notice and verify the tech team… call data  |  Dialpad ↗
2025-05-22 16:54 Tina Simons neutral (0.00) Support Pam Chavis should return Kevin Rose's call at his earliest convenience to determine the purpose of his inquiry and next steps. call data  |  Dialpad ↗
2025-05-22 16:54 Reception neutral (0.00) Support Ensure Pam Chavis calls Kevin Rose back as promised at the earliest opportunity to understand what matter he needed to discuss. call data  |  Dialpad ↗
2025-05-22 15:21 Tina Simons neutral (0.10) Support Ensure Pam Chavis is notified that Kevin Rose called and plans to call back within the hour. Have Pam ready to take his call promptly. call data  |  Dialpad ↗
2025-05-22 15:21 Reception neutral (0.10) Support Ensure Pam Chavis is notified of Kevin Rose's callback attempt and his plan to call back within the hour; have her available to take the ca… call data  |  Dialpad ↗
2025-01-20 15:43 Victoria Mendoza neutral (0.00) Support Ensure Pam Tavis returns Kevin Rose's call promptly and documents the reason for his contact. call data  |  Dialpad ↗
2025-01-20 15:43 Reception neutral (0.00) Support Ensure Pam Tavis calls Kevin Rose back promptly and has context on his inquiry (if known from prior interactions) to re-engage him efficien… call data  |  Dialpad ↗
2025-01-10 15:33 Jessica Folkner positive (0.60) Rebooking Sheila should process the date change from October 18th to July 5th for confirmation 19103260 (American Cruise Lines) and send Kevin a conf… call data  |  Dialpad ↗
2025-01-10 15:33 Guest Relations positive (0.60) Rebooking Sheila should process the date change from October 18th to July 5th for confirmation 19103260 (American Cruise Lines) and send Kevin writte… call data  |  Dialpad ↗
2024-12-20 20:16 Victoria Mendoza neutral (0.10) Support Ensure Pam receives the voicemail immediately and calls Kevin back before her vacation next week to collect payment information for his Fre… call data  |  Dialpad ↗
2024-12-20 20:16 Reception neutral (0.10) Support Pam should prioritize returning Kevin's voicemail same-day to collect payment before her vacation next week, so the French booking is not d… call data  |  Dialpad ↗
2024-12-18 18:51 Victoria Mendoza neutral (0.00) Support Ensure Pama calls Kevin back promptly at the number he provided, and clarify the purpose of his call so Pama arrives prepared. call data  |  Dialpad ↗
2024-12-18 18:51 Reception neutral (0.10) Support Ensure Pama initiates the promised callback to Kevin Rose promptly to understand what his travel need or question is. call data  |  Dialpad ↗
2024-11-08 00:04 Dyenna McConnell positive (0.60) Support Send Kevin a confirmation email with the Buenos Aires pre-cruise extension details ($1,999 × 2 slots, 3 days, February 2025 departure) and … call data  |  Dialpad ↗
2024-11-08 00:04 Guest Relations positive (0.60) Support Follow up with Kevin within 24 hours (before Pam reaches him) to confirm the three-day Buenos Aires pre-cruise extension has been requested… call data  |  Dialpad ↗
2024-01-29 22:44 Victoria Mendoza neutral (0.30) Ready to Book Victoria should contact Pam immediately to brief her that Kevin called with a time-sensitive Viking cruise booking before the January 31 de… call data  |  Dialpad ↗
2024-01-29 22:44 Reception neutral (0.30) Ready to Book Pam should contact Kevin within 24 hours with specific Viking cruise options and pricing under the January 31st promotion, and confirm his … call data  |  Dialpad ↗
2023-12-28 18:50 Reception neutral (-0.30) Support Ensure Victoria passes Kevin's voicemail request to Pam Chavis immediately upon her arrival, or have Pam proactively call Kevin back at her… call data  |  Dialpad ↗
2023-09-18 21:55 Tina Simons neutral (0.00) Support Ensure Pam Chavez connects with Kevin immediately and addresses whatever prompted her original outbound call to him. call data  |  Dialpad ↗
2023-09-18 21:52 Reception neutral (0.00) Support Connect Kevin to Pam Chavez as soon as possible to discuss his travel needs. call data  |  Dialpad ↗
2023-08-25 20:33 Mike Duran neutral (0.10) Support Complete the transfer to Heather Green or ensure she returns Kevin's call promptly, as he is waiting and engaged. call data  |  Dialpad ↗
2023-08-25 20:33 Guest Relations neutral (0.00) Support Complete the transfer to Heather Green and ensure she reviews Kevin's prior email and context before the conversation resumes. call data  |  Dialpad ↗
2023-08-24 18:57 Christy Rost positive (0.60) Support Heather should call Kevin tomorrow to confirm the 4:30 Blacklane transfer is booked and send a fresh, clean confirmation email (not appende… call data  |  Dialpad ↗
2023-08-24 18:57 Guest Relations positive (0.60) Support Heather should call Kevin tomorrow to complete the Blacklane transfer booking and send a fresh, consolidated confirmation email separate fr… call data  |  Dialpad ↗
2023-08-22 14:45 Christopher Armendariz positive (0.60) Support Heather Green should reach out to Kevin to confirm his wife's contact information was received via email and proactively provide Black Lane… call data  |  Dialpad ↗
2023-08-22 14:45 Guest Relations positive (0.60) Support Heather should respond to Kevin's email with Black Lane's direct contact information and confirm that both Kevin's and his wife's cellphone… call data  |  Dialpad ↗
2023-08-16 16:13 Guest Relations neutral (0.10) Support Confirm the transfer connected successfully and that Kevin reached Heather Green; if not, Heather or another planner should follow up with … call data  |  Dialpad ↗
2023-08-15 20:18 Kenzy Escobar negative (-0.55) Support Michael or Pam should contact Kevin within 24 hours with either (a) confirmed ship arrival time from Viking, or (b) a concrete ETA on when … call data  |  Dialpad ↗
2023-08-15 19:57 Air Department negative (-0.60) Support Pam or Leanna should contact Kevin within 24 hours with either a firm ship arrival time from Viking or explicit confirmation the flight cha… call data  |  Dialpad ↗
2023-08-15 19:39 Sam Moya negative (-0.60) Support Call Kevin Rose back immediately to determine what issue he was trying to report. Let him fully explain his concern and resolve it. call data  |  Dialpad ↗
2023-08-15 19:39 Air Department negative (-0.30) Support Reconnect immediately with Kevin Rose to understand what problem he was calling about and resolve it; the call was cut short or disconnecte… call data  |  Dialpad ↗
2023-07-12 21:43 Tina Simons neutral (0.30) Support No followup needed from this call segment; customer was successfully connected to his assigned planner Pam Chavez. call data  |  Dialpad ↗
2023-07-12 21:43 Reception neutral (0.30) Support No follow-up needed; customer was successfully transferred to their assigned planner Pam Chavez. call data  |  Dialpad ↗
2023-07-10 20:57 Sam Moya positive (0.60) Support Leanne should call Kevin at 775-224-6283 to process the change to an earlier departure flight from Detroit to Denver on the September 11th … call data  |  Dialpad ↗
2023-07-10 20:51 Air Department positive (0.60) Support Leanne should call Kevin at 775-224-6283 to process his request to change the September 11th segment from Detroit to Denver to an earlier f… call data  |  Dialpad ↗
2023-07-05 21:33 Tina Simons neutral (0.10) Ready to Book Have Thomas or another agent contact Kevin at 775-224-6283 within 24 hours to discuss the nearly sold-out DCK tour, confirm availability, a… call data  |  Dialpad ↗
2023-07-05 21:33 Reception neutral (0.10) Researching Priority callback to Kevin at 775-224-6283 to discuss the Tauck tour urgently before it sells out completely; confirm whether he wants to b… call data  |  Dialpad ↗