Sherry Kaderli
Average sentiment
0.56
neutral
Trajectory
▼ declining over time
across 14 analyzed calls
Current stage
Support
Primary planner
Taylor Bazzoni
plus 2 others
Phone
+13154817403
id 6565284248928256
Next best action:
Send the promised email clarification on the Viking payment discrepancy today as mentioned in the voicemail. Follow up with a second call attempt if the customer does not respond within 24 hours.
Send the promised email clarification on the Viking payment discrepancy today as mentioned in the voicemail. Follow up with a second call attempt if the customer does not respond within 24 hours.
Narrative
Sherry called with her travel companion Barbara Jean to finalize a Viking River cruise on the Danube departing September 5, 2027. She had already narrowed decisions: standard cabin (choosing the cheaper option between F and E), travel protection yes, no extensions, and was investigating flight class options (economy, premium economy, business). She brought three promotional codes and expressed concerns about one heavily advertised code that others reported didn't work. Agent Taylor confirmed cabin location differences were minimal, explained code strategy (some overlap with agency discounts), clarified that the 7B26 booked-guest code only applies to one traveler, and recommended the A250 code as best. Taylor offered to get price quotes for different flight classes. Taylor collected Barbara Jean's full details (passport name, DOB, email, phone, address) and committed to sending a hold proposal via email before end of business that day, with follow-up call tomorrow for payment by card. Sherry confirmed interest in the six-month payment plan tied to her existing booking.
How they see Pavlus
· Agent identified himself as from Pavlus guest relations and offered follow-up via email and phone—process-driven approach with no indication of customer satisfaction or dissatisfaction.
+ agent expressed commitment to resolve the issue: 'We'll get, and we'll take care of this so that you're at your minds at east'
+ customer was reassured by agent's clarification that bookings can be moved without losing insurance as long as not paid in full
· customer noted agent was taking time to check portal and verify cabin details rather than making assumptions
+ reassured when Taylor explained that moving a booking (rather than canceling) would preserve insurance and incentives: 'Okay, that reassures me a little.'
+ appreciated the agent's responsiveness and willingness to solve the problem on the spot rather than defer: apologized for the timing ('I'm sorry to do it right before you're off-duty') and thanked the agent enthusiastically
· checked Pavlus portal / online availability tools against her own search results to verify cabin availability; agent willingness to double-check built confidence
+ appreciated agent's transparency about code strategy: 'if it doesn't work for some reason I will at least layout what I can' and willingness to match or exceed advertised promotions
+ 26 more observations
Process friction they hit
- Customer has an unresolved payment discrepancy with a Viking River Cruise booking that required guest relations outreach
- customer had a payment discrepancy with Viking that required follow-up from guest relations
- prior conversation did not clearly communicate that both onboard credit AND vouchers were being offered, only onboard credit was discussed, causing customer confusion and alarm when reviewing documents
- prior agent failed to mention $800 voucher component when discussing onboard credit, causing customer confusion and alarm on this call
- customer had provided two different bank accounts (one for deposit, one for insurance) and was uncertain which would be used for final payment, requiring clarification
- Customer had to clarify her dual-booking situation (2026 with AAA already booked, 2027 direct with Viking) because Taylor initially seemed uncertain whether transfer from another agency was possible
Customer behaviors observed
unavailable to take the callhad a pending payment issue requiring agent outreachdeferring to travel companion's health needs and preferencesresearching options online and cross-referencing agent informationasking detailed questions about insurance implicationsrequesting accessibility-specific cabin placementconfirming payment method and ready to process immediatelyadvocating for a family member's accessibility needscomparison-checking online availability against agent's portaldeferring to agent expertise on insurance and booking mechanicsfact-checking against social media information (Facebook)confirming payment and billing processescame to call with detailed research from Facebook Viking community groupscomparison-shopping promotional codes and flight class options before committingrelying on agent expertise to vet codes and validate optionsproviding comprehensive travel details and second traveler informationdeferring payment to follow-up call after reviewing proposalconsolidating decisions made outside the call with agent consultationconducting detailed comparison research on Facebook Viking groups before finalizingtesting agent's knowledge of promo codes and their nuancesrequesting itemized flight upgrade pricing before committingdeferring final payment pending email quote reviewactively gathering information from multiple sources (Facebook ads, community feedback, prior travel experience)asking upfront about military discount eligibility before committingevaluating multiple channels (direct booking vs agent) on pricedeferring cruise booking decision pending direct inquiryexploring hybrid approach: cruise direct + flights through agent for supportplanning ahead for summer 2026 traveltesting whether Pavlus could beat direct-booking pricingcomparing military discount against agent commissionexploring post-booking flight services as ancillary opportunityevaluating Pavlus's emergency support as differentiatorresearching tour operator availability and agency partnershipsmanaging schedule constraints (June cruise + late-summer railroad)taking multitasking call while drivingdeferring booking pending agent's outreach to supplierresearching niche product availabilityexploring whether agent can add convenience vs. direct bookingcoordinating multiple trips (cruise + railroad)deferring commitment pending agent researchreviewing written offer details carefully before finalizingcomparing Pavlus value against prior travel agent and AAA offeringsactively researching Viking and cruise benefits via Facebook groupsseeking clarification on multiple policy details (refundability, payment timing, promotional codes, flight changes)consolidating two existing bookings with one agentplanning strategically around future cruise upgrades and promotional opportunitiesproactively monitoring savings by researching Facebook groups and learning from repeat Viking cruisescomparison-shopping: called Pavlus after referral from Chrissy to verify savings vs AAAdetail-oriented: catching discrepancies and asking for clarification before finalizing paymentdeferring decision on AirPlus add-on until flight itinerary is receivedactively engaged with referral program and promotional code optionscomparison-shopping onboard credit benefits against AAAasking detailed logistical questions about booking transfer mechanicsventing about a prior May trip where a short layover resulted in a missed connectiondemonstrating willingness to book and immediately acting (sending confirmation email during call)deferring to travel logistics (split between Florida and New York seasonally)comparison-shopping onboard credit offers between agenciesseeking to transfer a live booking from Viking direct to Pavlusreferral-driven (mentioned meeting couple on prior cruise who referred Pavlus)asking clarifying questions about logistics before committingventing about a recent negative air travel experience with Viking Airready to provide booking information and initiate transfer immediately
| Value perception | Sherry explicitly stated that calling Pavlus saved her $1,000 more than AAA would have provided ('I would have gotten $400 from AAA...and it would have been just onboard credit'), and she complimented her previous travel agent unfavorably in comparison. She values the ability to access promotional codes and appreciates Pavlus's convenience in handling final payment and other logistics. |
|---|---|
| Emotional arc | Started cautious and evaluative, warmed noticeably once Taylor quantified the $600 onboard credit offer, became more engaged while discussing the negative air experience and learning about dedicated support teams, and ended energized and action-oriented by actively forwarding her confirmation email during the call. |
What this customer cares about
| Destinations | AlaskaSeptember (unspecified destination)September (river cruise destination)Danube River (romantic cruise)New YorkSyracuseLaGuardiaBostonBar HarborDanube RiverAnchorageFloridaParisNormandyAvignonFranceDallasWashington DCWashington D.C. |
|---|---|
| Cruise lines / operators | VikingViking River LinkViking River CruisesAlaska RailroadViking AirAAA TravelViking RiverAAA |
| Topics | Viking River Cruise payment discrepancyguest relations follow-upcabin upgradeaccessibility concernscruise date changeinsurance coveragepayment processingcabin upgrade due to accessibility needsinsurance portability across bookingsship deck layout and dining accesspayment method confirmationcabin selection (standard F vs E)airfare options (economy, premium economy, business class)promotional codes and onboard credittravel protectionflight coordination and change penaltiespayment planscabin type selectionairfare coordinationpromo codespayment planflight routingmilitary discount eligibilitycruise booking direct vs through agentflight booking and supportsummer 2026 travel planningmilitary discount comparisonflight booking assistanceemergency support availabilityAlaska railroad package tourcruise in Junelate summer travel timingAlaska railroad packagessummer travel planningcruise coordinationonboard credit and voucher clarificationbusiness cards deliveryfinal payment methodflight itinerary and AirPlus upgrade decisionreferral program detailspromotional codes and discountssavings comparison vs AAAonboard credit and vouchers clarificationpayment method setupflight itinerary and AirPlus add-on decisionreferral program benefitspromotional codes and pricingonboard credit comparisonbooking transfer processViking River Cruises air bookingtravel logisticspast flight issuesrebooking from Viking direct to Pavlus2027 France cruise itineraryViking Air issues and alternativesdocument delivery logisticstravel agent support structure |
Signals across all calls
| Buying signals | confirmed willingness to upgrade to French balcony cabinagreed to middle deck location with restaurant accessconfirmed payment method on file (e-check) and ready to processexpressed relief about insurance transfer process clarificationagreed to cabin upgrade to French balcony on middle deckcommitted to September cruise instead of original datesconfirmed payment method (E-check) on fileaccepted agent's plan to handle upgrade and send new invoicenarrowed down to specific cruise and exact travel dates (September 5, 2027)selected cabin type and decided between standard room optionsactively researching flight class upgrades and comparing pricing tiersprovided three promotional codes ready to applyconfirmed travel protection needed and extended stay not requiredoffered to provide travel companion's full passport and contact detailsmentioned existing booking and requested six-month payment plannarrowed down to specific cruise and confirmed September 5th departure dateselected standard cabin category and decided between specific room gradesconfirmed three promo codes to apply and requested flight comparison pricingexplicitly requested travel protection and six-month payment planready to provide card information to complete bookingplanning cruise for summer 2026willing to book flights through agent if cruise already bookedopen to receiving flight schedules and comparing optionsconfirmed trip is scheduled for summer 2026expressed willingness to book flights through Pavlus if direct cruise booking madeopen to using Pavlus for flight management and emergency supportexpressed preference to use Pavlus rather than booking Alaska Railroad independentlyidentified specific travel window: late summer to early September next yearexpressed preference to book through Pavlus rather than directnamed specific travel window: late summer/early fall next yearclarified cruise booking in June to avoid scheduling conflictprovided banking details for final payment directly on callconfirmed commitment to 2026 June cruiseproactively deciding on AirPlus upgrade once itinerary arrivessatisfied with savings achieved through Pavlus vs AAAprovided banking details for final payment during callconfirmed plan to monitor flight itinerary and decide on AirPlus quicklyexpressed intent to use refundable onboard credit on upcoming cruiseacknowledged $1,400 total savings makes Pavlus worthwhile vs AAA pricingalready booked 2027 fourteen-night France cruise with Viking directlyput deposit down one week and a half agoactively forwarding confirmation email with booking number to agentsending email during call to initiate transfer processalready put deposit down on 2027 France cruise one week prioractively seeking to transfer booking from Viking direct to Pavlusforwarding booking confirmation email to Taylor during the callasked for Taylor's email to initiate transfer immediatelyexpressed satisfaction that Pavlus offer is $200 better than AAA |
|---|---|
| Objections | concerned about losing July incentive if changes made next weekworried about losing insurance if canceling one cruise and booking anotherunsure if French balcony cabins available based on online availabilityaccessibility requirement: cabin must avoid stairs for travel companion with recent diagnosistravel companion newly diagnosed with disease affecting stairs, may need lower deck cabinconcerned about losing July incentive if changes made the following weekworried about losing insurance when canceling one cruise and booking anotheruncertainty whether cabin availability exists based on online searchconcerned SS26 code advertised by Viking may not work despite Facebook promotionhesitant about $150 Viking flight coordination fee given Facebook groups say it's unnecessaryfrustrated by prior bad information from Viking directly about premium economy lounge accessunhappy with previous flight routing (Syracuse to LaGuardia to Boston to Bar Harbor)concerned about promo code SS26 validity after seeing reports it didn't workfrustrated with unclear premium economy benefits from prior Viking bookingdissatisfied with previous flight routing through multiple citiesmilitary discount offered direct (20%) far exceeds agent commission (5%)agent cannot match promotions on commission bookingsflight prices identical whether booked direct or through agentcruise line offers 20% military discount that Pavlus commission cannot matchconcerned that booking through Pavlus might cost more than direct bookinguncertain whether Pavlus has a relationship with Alaska Railroad to book directlyuncertain whether Pavlus has booking relationships with Alaska Railroadinitially alarmed by voucher amount, thought there was an errorhad to clarify which bank account to use for final paymentwants to evaluate flight connections before deciding on AirPlus upgradeinitially shocked by voucher amount; thought agent had miscommunicated benefitsuncertainty about which bank account to use for final paymentconcerned about tight flight connections on standard Viking airworried about missing promotional codes vs Viking direct bookingconcerned about flight layover timing after previous missed connectionhesitant to pay extra $150 for AirPlus premium booking optionuncertain whether Pavlus could transfer existing Viking direct bookingunsure if Pavlus onboard credit offer beats AAA's offerconcerned about timing and logistics of receiving Viking documentsworried about air booking reliability after recent negative experiencereluctant to pay extra for AirPlus premium booking optionhesitant about transferring booking from Viking direct without clear process |
| Latest emotional read | Customer was unavailable; the agent left a voicemail. No emotional state could be assessed from the customer directly, though the agent's tone was professional and calm. |
AI workup
Generated on demand by Claude Sonnet from the 14 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 (14 analyzed, 2 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 14:26 | Ryan Taylor | neutral (-0.30) | Support | Send the promised email clarification on the Viking payment discrepancy today as mentioned in the voicemail. Follow up with a second call a… | call data | Dialpad ↗ |
| 2026-08-07 14:26 | Ryan Taylor | neutral (-0.30) | Support | Follow through with the promised email clarification on the Viking payment discrepancy today. Attempt a second call or wait for customer ca… | call data | Dialpad ↗ |
| 2026-07-29 20:19 | Taylor Bazzoni | positive (0.70) | Rebooking | Call Viking River immediately (as promised) to confirm the middle-deck French balcony upgrade for September 5 sailing and secure the cabin … | call data | Dialpad ↗ |
| 2026-07-29 20:19 | Taylor Bazzoni | positive (0.70) | Rebooking | Call the Viking desk now to confirm French balcony upgrade on middle deck for September 5 sailing, process the E-check payment for the diff… | call data | Dialpad ↗ |
| 2026-07-29 17:44 | Taylor Bazzoni | not analyzed | — | call data | Dialpad ↗ | |
| 2026-07-29 17:44 | All Pavlus Recording | not analyzed | — | call data | Dialpad ↗ | |
| 2026-07-27 19:05 | Taylor Bazzoni | positive (0.75) | Ready to Book | Send the hold proposal with all three code scenarios (SS26, 7B26, A250) and flight class pricing breakdown (economy, premium economy, busin… | call data | Dialpad ↗ |
| 2026-07-27 19:05 | Taylor Bazzoni | positive (0.75) | Ready to Book | Send the itemized itinerary quote (with economy, premium economy, and business class flight pricing, codes applied, and six-month payment p… | call data | Dialpad ↗ |
| 2026-01-15 22:34 | Taylor Bazzoni | positive (0.60) | Researching | Once Sherry confirms her summer 2026 cruise booking direct, send her a follow-up email in 1–2 weeks asking for departure city, dates, and p… | call data | Dialpad ↗ |
| 2026-01-15 22:34 | Taylor Bazzoni | positive (0.60) | Researching | Once Sherry books her cruise direct, follow up with an email summarizing flight booking options and attaching emergency contact details for… | call data | Dialpad ↗ |
| 2025-07-18 18:21 | Taylor Bazzoni | positive (0.60) | Researching | Call Alaska Railroad this week to confirm whether they accept agent bookings; if yes, send Sherry available package options and pricing for… | call data | Dialpad ↗ |
| 2025-07-18 18:21 | Taylor Bazzoni | positive (0.65) | Researching | Call Alaska Railroad directly to confirm agent booking availability and commission structure, then contact Sherry within 48 hours with find… | call data | Dialpad ↗ |
| 2025-06-18 22:03 | Taylor Bazzoni | very_positive (0.85) | Booked | Send business cards to Sherry now as confirmed, and set a reminder to reach out within 5–10 days before her final payment is due to confirm… | call data | Dialpad ↗ |
| 2025-06-18 22:03 | Taylor Bazzoni | very_positive (0.85) | Rebooking | Send business cards to Sherry immediately as promised. Set a calendar reminder to email Sherry 5–10 days before the June 2026 cruise final … | call data | Dialpad ↗ |
| 2025-06-18 16:06 | Taylor Bazzoni | positive (0.75) | Rebooking | Once the booking confirmation email arrives (which Sherry is sending now), Taylor should process the transfer immediately, confirm receipt … | call data | Dialpad ↗ |
| 2025-06-18 16:06 | Taylor Bazzoni | positive (0.70) | Rebooking | Confirm receipt of Sherry's booking confirmation email and immediately contact her with the Viking booking transfer timeline and next steps… | call data | Dialpad ↗ |