Singer Sherri
Average sentiment
0.44
negative
Trajectory
▼ declining over time
across 14 analyzed calls
Current stage
Support
Primary planner
Emonee Pourier
plus 8 others
Phone
+16514285368
id 6362150510755840
“I just wanna get the email that was supposed to come, so.”most recent call
Next best action:
Ensure Madi calls Sherri back first thing tomorrow (she returns at 5 PM MST per notes) with cabin hold confirmation, exact cost, and resends the full confirmation email. Verify the email reaches Sherri's inbox and follows up if she does not hear from Madi within 24 hours.
Ensure Madi calls Sherri back first thing tomorrow (she returns at 5 PM MST per notes) with cabin hold confirmation, exact cost, and resends the full confirmation email. Verify the email reaches Sherri's inbox and follows up if she does not hear from Madi within 24 hours.
Narrative
Sherri called to compare pricing on a Panama Canal holiday cruise with Amara (18 nights, December 18–January 5) that her prior agent Tracy had quoted at $9,078 for an ocean view cabin. Sherri wanted to see interior stateroom pricing instead due to motion sickness triggered by window-watching. Agent Madison pulled pricing, explained cabin guarantee vs. specified stateroom options ($7,086 for guaranteed interior vs. $9,758 for specified interior), and discussed availability (2 specified interiors at $7,086; 6 more at higher prices; ~4 ocean views). Sherri decided the $2,000 premium for a specified cabin wasn't worth it and asked Madison to put a hold on the lower-priced guaranteed interior ($7,086) while she talked to her husband. Madison confirmed the 24-hour hold, flagged that Sherri is a past Amara guest (which system initially missed), and mentioned Sherri's upcoming Vietnam birthday trip booked on Viking River Cruises. The call ended with Madison sending a breakdown email and Sherri indicating no further immediate questions.
How they see Pavlus
· customer said Tracy is her usual planner but was routed to someone else; no explicit criticism, but suggests familiarity-based expectation
− customer expected to receive an email confirmation about cabin hold and pricing but never got it; expressed frustration that promised communication did not arrive
− customer expected Tracy (her usual planner) to be available; when Tracy was out, customer was routed to another agent
− Madi sent pricing info but apparently did not clearly document or send confirmation that a cabin was on hold; this created confusion and a missing email
− customer expressed frustration that no email was received and Emonee had no way to retrieve or resend it immediately
+ thanked agent Madison for her help at call end: 'I really appreciate your help'
+ acknowledged that systems are 'very smart' and trusted agent's manual review of past guest discount status
· indicated prior work with Tracy was satisfactory; expressed confidence Tracy booked Vietnam trip long ago
+ 14 more observations
Process friction they hit
- customer did not receive promised follow-up email from original planner about cruise and cabin hold details
- customer was routed away from her usual planner (Tracy) without clear explanation of why
- agent could not retrieve or resend the original email and had no direct way to verify what was sent
- promised email from Madi about cabin hold and pricing never arrived
- customer had to call back to chase down information that should have been in writing
- routed to a different agent (Emonee) instead of original planner (Tracy or Madi)
- no immediate way to verify cabin hold status or resend confirmation
- system did not recognize customer as past guest on initial quote, requiring manual agent verification
- system did not automatically flag customer as past Amara guest, requiring manual correction by agent
- received notification of missing booking details but missing details were not visible in customer's account
- received email notification of missing account details despite information already being complete in system
Customer behaviors observed
calling to check on status of incomplete prior conversationseeking clarification on booking details before committing furtheraccepting agent limitation without escalation or strong pushbackfollowing up on a stalled booking after promised communication faileddeferring to agent process while clearly frustratedaccepting suboptimal resolution (callback tomorrow) rather than escalating furthercomparison-shopping cabin categories based on motion sickness needsdeferring decision pending spouse approvalusing hold strategy to buy time for household discussionbuilding rapport through casual conversation before negotiationasking detailed availability and pricing questions to inform decisioncomparison-shopping cabin categories and pricing within same sailingasking detailed questions about hold duration and availability before committingproviding specific health need (motion sickness) to inform cabin choicebuilding rapport with agent through casual conversationproactive about booking timelinewilling to work with a different plannerseeking to place a hold while original planner unavailablefollowing up on existing quote from another plannerrequesting cabin hold while primary planner is unavailablecooperative with hold and transfer processverifying booking completenessseeking clarification on notification discrepancydelegating follow-up to agentverifying booking completeness after automated notificationproviding booking details to support agentdeferring to agent's investigation promiseseeking clarity on travel document requirements before departureorganizing and reviewing booking paperworkasking about promotional discount terms and fulfillmentasking pre-trip logistical questionsverifying booking details and documentation requirementsclarifying rewards/incentive terms before departureorganizing trip materials and seeking answers from agentconducting hands-on research comparing itinerariesprice-conscious but not penny-pinchingwilling to wait for detailed written quotecollaborative troubleshooting when system laggedasking clarifying questions about perks and mechanicsshopping for first-time cruise line (Azamara)price-conscious (rejecting unnecessary cabin upgrades)seeking external validation that Azamara is the right fit for her Spain itinerarydeferring final decision pending detailed written quotepatient with technical delays, normalizing them as routinecalling to request a quote from regular planneraccepting transfer to available agent when primary contact unavailableproviding basic contact details cooperativelycalling to request a cruise quoteaccepting transfer to available plannerdeferring detailed planning to next conversation
| Value perception | Sherri affirmed 'usually you guys are pretty good' with perks, suggesting prior positive experience with Pavlus. She implicitly values the agency's cashback offering and was curious about how it works, indicating she sees Pavlus as offering something beyond booking direct. |
|---|---|
| Emotional arc | Started friendly and casual, remained steady and methodical through pricing discussion, showed mild anxiety over the $2,000 cabin price gap, then warmed further when agent repositioned the guaranteed interior cabin as the smart choice given her motion sickness history, ending the call appreciative and cooperative. |
What this customer cares about
| Destinations | PanamaPanama CanalMiamiCaboSan DiegoVietnamSpain |
|---|---|
| Cruise lines / operators | AsmaraAmaraViking River CruisesVikingAzamara |
| Topics | missing email confirmationcabin hold statuspricing informationcruise booking follow-upPanama Canal cruise pricingcabin category comparisonmotion sickness accommodationhold policypast guest statusVietnam birthday tripChristmas cruise timinginterior vs ocean view cabin comparisoncabin availabilityhold/reservation termsChristmas holiday cruise timingcabin hold requestagent transfercruise bookingcabin holdagent handoffmissing booking details notificationaccount access issueViking cruise booking verificationmissing account details notificationaccount portal accessvisa and travel document requirementsETIAS applicationcashback / discount timing and deliverycruise booking confirmationvisa and travel documentation requirementsETIAS application for Spaincashback/discount redemptionbooking confirmationAzamara cruise quoteSpain itinerarycabin type selectionpromotional offerscashback perksbooking through agency vs direct13-day Spain cruise itineraryAzamara cruise lineBlack Friday promotionsPavlus cash back perkspricing and quote requestcruise quote requestagent continuity |
Signals across all calls
| Buying signals | asked about hold duration, indicating serious considerationchose specific cabin option and requested holdreferenced traveling as couple, husband name mentioned (Robert)acknowledged Christmas cruise timing as 'the tricky part' but engagedconfirmed email address for follow-up documentationasked agent to put hold on stateroom while discussing with husbandselected specific cabin type and price point ($7,086 interior)provided email address for booking confirmation detailsconfirmed past guest status with Amaracustomer actively seeking to place a hold on a room for the cruisealready received a quote from Tracy Redlerproactively calling to place a hold on a roomhas active cruise booking departing September 16thprovided booking number and confirmed contact emailconfirmed booking number and trip date September 16thactively preparing for departure with visa documentationspecified exact travel date September 16th 2025asked about current specials and promotionsengaged with cashback details and mechanicsrequested detailed email quote with all optionsprovided specific travel date of September 16, 2025requested formal quote with cabin options and pricing detailsagreed to receive detailed email proposal before deciding |
|---|---|
| Objections | never received promised email from original planner about cruise detailsuncertain if cabin is actually on hold and what the cost isnever received promised email with cabin hold and pricing details from Madineeds husband approval before committing to bookingconcerned about $2,000 price difference between cabin optionsworried that watching water move through window will trigger motion sicknessneeds to convince husband before committing to bookingworried ocean view upgrade could trigger motion sickness if waves visibleconcerned about balcony cabin cost-benefit, prefers interior or ocean viewunsure if other comparable 2-week Spain cruises exist in marketconcerned about paying premium for balcony when they don't use it |
| Latest emotional read | Sherri started the call with mild frustration about a missing email and lack of information, seeking clarity rather than escalation. Her tone remained patient but somewhat resigned throughout; she seemed to accept the agent's limitation without pushing back, suggesting either low urgency or prior friction fatigue. By the end, there was a tone of acceptance—'I guess that's all we can do'—indicating mild disappointment but willingness to wait for Madi's callback. |
Individual calls (14 analyzed, 2 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-06 23:23 | Emonee Pourier | negative (-0.30) | Support | Ensure Madi calls Sherri back first thing tomorrow (she returns at 5 PM MST per notes) with cabin hold confirmation, exact cost, and resend… | call data | Dialpad ↗ |
| 2026-08-06 23:23 | Emonee Pourier | negative (-0.30) | Support | Have Madi call Sherri first thing tomorrow (before close of business) with: (1) confirmation of the cabin hold on the Asmara Panama cruise … | call data | Dialpad ↗ |
| 2026-08-06 23:22 | Pavlus Travel | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-06 17:53 | Madison Silvernail | positive (0.75) | Ready to Book | Send email breakdown of the $7,086 guaranteed interior cabin hold (with 24-hour window and 72-hour excursion booking deadline) to sherry.si… | call data | Dialpad ↗ |
| 2026-08-06 17:53 | Madison Silvernail | positive (0.65) | Ready to Book | Send the promised breakdown email to sherrysa@hotmail.com by end of day with the $7,086 interior guaranteed stateroom details, hold confirm… | call data | Dialpad ↗ |
| 2026-08-06 17:49 | Emonee Pourier | neutral (0.30) | Support | Madi should contact Sherri within one business day to confirm the cabin hold and review the Panama Canal cruise details from Tracy's quote. | call data | Dialpad ↗ |
| 2026-08-06 17:49 | Emonee Pourier | positive (0.50) | Ready to Book | Madi should confirm the cabin details from Tracy's quote, obtain Sherry's preferred room type/location if not already specified, and secure… | call data | Dialpad ↗ |
| 2026-08-06 17:49 | Pavlus Travel | not analyzed | — | call data | Dialpad ↗ | |
| 2026-01-10 18:10 | Krista Decker | positive (0.60) | Support | Call Tracy Radler to verify Sherri's booking is complete and identify why the missing-details notification was sent. Send Sherri the status… | call data | Dialpad ↗ |
| 2026-01-10 18:08 | Guest Relations | positive (0.60) | Support | Contact Tracy Radler to verify booking 949-1973 is complete, and send Sherri Singer an email by end of day confirming all details are in or… | call data | Dialpad ↗ |
| 2025-08-25 16:11 | Dyenna McConnell | positive (0.75) | Support | Send Sherri the ETIAS application link and guidance document to her confirmed email (sherry @hotmail.com) within 24 hours. Follow up via em… | call data | Dialpad ↗ |
| 2025-08-25 16:11 | Guest Relations | positive (0.70) | Support | Send Sherri the ETIAS application link and guide immediately to her email (Sherry@hotmail.com), and optionally send a brief written summary… | call data | Dialpad ↗ |
| 2024-11-22 21:59 | Extension 2165 | positive (0.65) | Researching | Send detailed email quote within 24 hours to sherri.singer@hotmail.com showing interior and ocean view cabin pricing, Black Friday onboard … | call data | Dialpad ↗ |
| 2024-11-22 21:59 | Extension 2165 | positive (0.70) | Researching | Send the detailed quote email within 24 hours with interior and ocean-view cabin pricing, all Black Friday/promotion details, cash-back amo… | call data | Dialpad ↗ |
| 2024-11-22 21:54 | Abigail Okruszynski | neutral (0.30) | Researching | Sheila should proactively confirm what cruise itinerary or destinations Sherry is considering and establish whether she wants to wait for T… | call data | Dialpad ↗ |
| 2024-11-22 21:54 | Reception | neutral (0.20) | Researching | When Sheila connects with Sherri, gather details on cruise destination preferences, travel dates, party size, and budget so a specific quot… | call data | Dialpad ↗ |