Angela Sharras · Aug 4, 2026 ยท 4:43 PM
Outbound · 04:04 · Planner: Hillary Cruz · +19167923808
“I just wanna make sure I have WiFi during while we are on the ship, okay?”
Send Angela the detailed pricing breakdown for WiFi and both trip protection plan options (health-only and health-plus-delay-baggage) via email today, and confirm receipt before the 11 AM meeting so she can make a final decision.
Full analysis
What happened
This was a support call ahead of an 11 AM scheduled meeting between Angela and agent Hillary. Angela had a few clarifications needed before her cruise: WiFi cost, trip protection plan options and pricing (health-only vs. health-plus-delay-and-baggage), and confirmation of excursion booking procedures. Hillary confirmed that excursions must be paid immediately when booked through Princess to hold the spot, and committed to emailing Angela the WiFi and protection plan pricing that day so Angela could decide and allow the agent to add them before the next day. Angela indicated she would handle excursion selection herself after coordinating with her roommate. The call ended positively with no unresolved issues.
Emotional read
Angela was friendly and cooperative throughout, though somewhat distracted (she was at a store when the call began). She was organized in her approach, asking specific questions and requesting written details via email. She expressed appreciation for the callback and remained patient despite the agent's uncertainty on pricing.
Emotional arc through the call
Angela began slightly distracted (at a store) but warmed into the conversation, becoming engaged and organized in her questions; ended the call polite and appreciative.
How customer sees Pavlus
- neutral · agent introduced herself as 'Hillary from la travel' but no explicit Pavlus branding; customer did not comment on the agency
Customer behaviors
asking clarifying questions on add-on pricingrequesting written pricing details via email before decidingcoordinating with travel companion (roommate) on excursion selectionspreparing for imminent booking meeting
Closing technique
Attempt: none Outcome: no_close_attempted Payment: discussed
Signals the agent didn't act on:
- Customer said 'I already I'm gonna get the Wi fi, I just wanna' and agent did not ask Angela to verbally confirm the WiFi purchase or lock it in before sending pricing
Topics & signals
| Topics | WiFi pricingtrip protection coverage optionsexcursion booking and payment termsroommate coordination |
|---|---|
| Cruise lines | Princess |
| Buying signals | confirmed intent to purchase WiFi for the cruiseactively comparing two trip protection plan options to decide which to buy |
| Objections | needs to coordinate excursion choices with roommate before committing |
Analyzed 2026-08-04 16:50:55 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (3,864 chars)
Agent (Hillary Cruz): Yeah. Customer: Hi, this is Angela. Please leave your message. Thank you. Agent (Hillary Cruz): Anything. Hi Angela! It's Hillary from la travel, I thought I'd try to reach out and connect with you, right? Hi Angela, it's Hillary how are you? Customer: Hello? Hello? Customer: Oh, I'm fine. Yeah, isn't our meeting eleven. Agent (Hillary Cruz): Well, I have, I forgot I have a travel plan our meeting at eleven. So, so I was like, well I'll call a little earlier and see if I can get you. Customer: Oh, okay. That's fine. That's fine. Customer: Oh, oh, yeah, just a couple of questions, actually. Wait a minute. I'm at, I'm actually at the store re, okay, let me go on a corner for a second. Yeah, I was gonna go and ask you, okay, for the WiFi can you add that one from me? How much is the, that was like, how much is it twenty something a day or, or for, for the whole, how much is it again for the whole trip? Agent (Hillary Cruz): Of course. One second I. Agent (Hillary Cruz): Okay. Agent (Hillary Cruz): I'll have to check and see. I'm not sure. Off-hand. Customer: Yeah, but I, I'll go ahead and get the Wi fi, I just wanna make sure I have WiFi during while we are on the ship, okay? And then just give me just email me how much is it that you're gonna add? Cause you're gonna just add everything, right? So can you add that WiFi for me? And then can you add also the, how much is the because you told me you were gonna get back to me. You sent me the protection to read you know, the policy but you said you were gonna check on how much it was gonna cost me for the health. Agent (Hillary Cruz): Okay. Agent (Hillary Cruz): Okay. Customer: To help protection coverage. Agent (Hillary Cruz): Oh, yes, tri protection. Customer: Yeah, how much do, do you, do you know what that, how much it's gonna cost me cause I want to get the held one. Agent (Hillary Cruz): Okay, so you want me to check to see with with princess. Customer: We, yeah, printer. So one how much is, is just for the health and then the other one that includes also the protection for the delay. You know, the other one that is, that includes also the delay in and like baggages the lost baggage. So how much for each one of them and then I'll email you back in which one I'm going to get. So if you can email, yeah, and then the last one is that, do we have to do the excursions, right? Agent (Hillary Cruz): Yes. Agent (Hillary Cruz): Okay. Customer: We have to pick our, do we have to pay for that immediately when we pick the excursions? Agent (Hillary Cruz): Yup, yup. Agent (Hillary Cruz): Usually you do with princess. If you're gonna book through the website. Yes, so that way you hold your spot. Customer: Okay. Customer: Yes, okay. Customer: Okay, I'm gonna do my own cause I have, I had to, to let my roommate you know what she likes to go. So I have to coordinate with her. So just those couple of things, the cover insurance protection coverage, the price for both and then also for the WiFi, how much, also the cost for the WiFi. But I know already I'm gonna get the Wi fi, I just wanna. Agent (Hillary Cruz): Okay. Well, I can let you know the pricing first and then we can switch it. Customer: Yeah, just, just email me that when you have a chance I think that's all I have for my question. Yup. Agent (Hillary Cruz): Okay. Agent (Hillary Cruz): Okay, sure. No, I'll get that to you, I'll get it to you today and then you can let me know and I can always add it tomorrow. Customer: Mm-hmm. Customer: Okay. Yeah, I I'll wait then for for your, for your email. Well, thanks for calling me back. Agent (Hillary Cruz): Oh, of course, of course, my pleasure. Alright, thank you so much. Okay, Angela, I'll speak to you soon. Customer: Okay. Have a yup. Yes. Customer: Okay. Have a good day. Mm-hmm. Bye. Mm-hmm. Agent (Hillary Cruz): Thank you too. Bye-bye.