Angela Sharras · Aug 7, 2026 · 3:14 PM
Inbound · 03:41 · Planner: Hillary Cruz · +19167923808
“since I'm paying separate from my roommate, I need the invoice itemized so I don't mix up the payment.”
Call Princess immediately to add WiFi ($174.93) and trip protection ($81) to Angela's booking under room 600, then email a detailed itemized invoice to Angela before end of business tomorrow. Follow up with Angela next week to confirm she and her friend have completed the excursion booking through the Princess app.
Full analysis
What happened
Angela called back to confirm add-on costs for an existing Princess cruise booking. She had been confused about whether the $81 fee was for WiFi or trip protection; Hillary clarified it was trip protection, and that WiFi was $174.93 for the whole trip. Angela agreed to add both and have them charged to her existing credit card. She requested a detailed, itemized invoice showing her room number, WiFi, trip protection, flight, and total—keeping it separate from her roommate Amina's charges. Hillary agreed to call Princess to arrange the WiFi and trip protection, align the charges on an invoice under Angela's name, and send the final itemized bill. Angela noted she was still waiting for her friend to get back to her about an excursion ("Acri") but said that could be booked anytime before the trip through the Princess app.
Emotional read
Angela was engaged and collaborative, though initially apologetic for being on another call. She was organized and detail-oriented, asking for specific invoice formatting to keep her finances clear from her roommate's. Her tone remained warm and appreciative throughout, with no frustration evident.
Emotional arc through the call
Angela started slightly apologetic for being on another call, then became focused and organized as she walked through her add-on requests; her tone remained consistently appreciative and collaborative.
How customer sees Pavlus
- neutral · customer referenced a prior voicemail from Hillary clarifying the $81 fee, indicating Hillary had already attempted to resolve the confusion
- positive · customer thanked Hillary multiple times and appreciated her willingness to handle the itemized invoice request and coordinate with Princess
Process friction
- initial confusion over pricing details (WiFi vs trip protection) required clarification call
Customer behaviors
managing separate billing with roommaterequesting detailed, itemized accounting for audit traildeferring excursion booking pending friend's inputcoordinating add-ons to existing booking
Closing technique
Attempt: none Outcome: no_close_attempted Payment: discussed
Signals the agent didn't act on:
- customer said 'charge my card my existing credit card' but agent did not confirm capturing payment in the call; instead deferred to a follow-up invoice and implied the charge would happen after Princess confirms the add-ons
Topics & signals
| Topics | trip protection cost clarificationWiFi package pricingitemized invoice requestseparate billing for roommateexcursion booking timing |
|---|---|
| Cruise lines | Princess |
| Buying signals | agreed to add trip protection and WiFi to existing bookinginstructed agent to charge existing credit card for add-onsrequested itemized invoice with specific room and service breakdown |
Analyzed 2026-08-07 15:20:23 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (3,524 chars)
Agent (Hillary Cruz): Good morning Angela. How are you? Customer: Hi Hillary, good morning. I'm fine, thank you. Sorry. Yeah, I was in another important call on another line but thanks for getting back to me. So I just read your voice message. You said $81 for the WiFi is that for the entire duration of the trip or that's per. Agent (Hillary Cruz): Oh, no worries. Yes, yes. Agent (Hillary Cruz): No, no, no my, my apologies. It's $81 for the trip protection. And it's a no, that's okay. Customer: Oh, sorry that's correct. Okay. Okay, I, so yeah, I'll get, I'll get it, I'll get it that I'm going add it just charge my card my existing credit card. So for $81 box for the two protection plus how much again for the WiFi, is it. Agent (Hillary Cruz): Okay. Agent (Hillary Cruz): The WiFi is 17493 and that's for the whole trip. Customer: So, okay, I'll get that one too. So can you add all of that, so just redo whatever is in the system and then send, send me the again you know, the, that itemized invoice for everything. Agent (Hillary Cruz): Okay, so we're gonna do. Agent (Hillary Cruz): Of course, of course. Well excellent. I'm gonna. Customer: Yeah, yeah! Since I'm paying separate, since I'm paying separate. I'm so sorry. Since I'm set, yeah, I'm paying separate from what's my roommate, right? Although we are rooming together. So remember I have 600. So just make sure it just, just make sure it's easier for me to do it like that it reflects like room 600 WiFi. This three protection. This what was the other one? And the flight is this, and then the total that you charge me, that way it's easier for me to do it itemize, that's one I'm more visual, you know. And that way I don't mix-up the also the payment of what's his name Amina? You know, my roommate? Yeah, mm-hmm. Agent (Hillary Cruz): Oh, no. Agent (Hillary Cruz): Of course. Agent (Hillary Cruz): Yes, yes, yup, no, completely understood. I will call princess back and have them go ahead and do the WiFi for you and the trip protection for you. And then I'll align it. I'll put it on the invoice showing that you have already paid for it. And then it's under your name. Customer: And the three protection. Customer: Yeah. Customer: Yeah, I'll get everything out of the way and then for the Acri we can just do that anytime. Cause my friend hasn't gotten back to me so I couldn't do it just by myself. I had to go wait for her so that one can. We could do that. Like as long as there's a space anytime before the trip, right. Agent (Hillary Cruz): Yes, absolutely. Yes. Any, anytime. Customer: Oh, and that's on our own. Okay. Agent (Hillary Cruz): Yes, and you'll do that through your princess app. Customer: Okay, alright. Well thank you very, very much since well I thought I'd call you since last day tomorrow. Okay. Agent (Hillary Cruz): Of course. Agent (Hillary Cruz): Well, and it was, I know I was looking at it and I was like, oh, my goodness I need to just you know, make sure it's absolutely the $81 and the WiFi. So so I will call them back right now and get that taken care of. Customer: And send to me, you know, everything total and itemize. Okay? Thank you very, very much and you have a good day. Agent (Hillary Cruz): Yup, yes, yes. Agent (Hillary Cruz): Thank you too have a good weekend. Okay, if you have any questions call me Angela. Okay, I'm in the office tomorrow also. Customer: You too. Bye. Yeah, thank you. Oh, okay. Alright, thanks. Mm-hmm bye-bye mm-hmm. Agent (Hillary Cruz): Thank you, mm-hmm. My pleasure, bye-bye.