(480) 206-1431
Average sentiment
-0.25
negative
Trajectory
▼ declining over time
across 2 analyzed calls
Current stage
Support
Primary planner
Hillary Cruz
2 calls
Phone
+14802061431
id 6324698660413440
“I wanted to just do a follow up with you and make sure you receive the notice of your El cancellation due to the low water issue.”most recent call
Next best action:
Send Steven a written summary of the cancellation and available rebooking options via email, and follow up with a second call attempt at a different time if he does not respond within 24 hours.
Send Steven a written summary of the cancellation and available rebooking options via email, and follow up with a second call attempt at a different time if he does not respond within 24 hours.
Narrative
This is a voicemail left by agent Hillary Cruz for a customer named Steven. Tracy (presumably Steven's primary planner) is out of the office. Hillary called to follow up on an El (likely river cruise line) cancellation due to a low water issue and to offer rebooking assistance. Hillary provided her callback number (505-531-9692) and her availability (today and tomorrow 9–4 MST, noting she is one hour ahead of the customer's time zone). The customer did not answer or leave a response.
How they see Pavlus
· Agent (Hillary from Pavlus) proactively reaching out on behalf of absent planner Tracy to address cruise cancellation and offer rebooking help
Process friction they hit
- cruise cancellation due to low water issue on El Nile
What this customer cares about
| Destinations | none |
|---|---|
| Cruise lines / operators | none |
| Topics | cruise cancellationlow water issuerebooking assistancecruise cancellation notification |
Signals across all calls
| Buying signals | none |
|---|---|
| Objections | none |
| Latest emotional read | No direct customer emotion captured; this is a voicemail. The agent (Hillary) was professional and helpful in tone, attempting to reach a customer about a cancellation. |
Individual calls (2 analyzed, 0 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 14:46 | Hillary Cruz | negative (-0.50) | Support | Send Steven a written summary of the cancellation and available rebooking options via email, and follow up with a second call attempt at a … | call data | Dialpad ↗ |
| 2026-08-07 14:46 | Hillary Cruz | neutral (0.00) | Support | When Steven calls back, confirm receipt of the low-water cancellation notice and immediately discuss rebooking options (alternative dates, … | call data | Dialpad ↗ |