Angela Sharras · Aug 7, 2026 · 3:06 PM
Outbound · 00:40 · Planner: Hillary Cruz · +19167923808
“trip protection will be $81 we just need to add it before tomorrow”
Call Angela again to confirm she received the text and voicemail, verbally confirm authorization for both charges before processing, and clarify the $17,493 WiFi charge—this appears unusually high and should be verified with the customer before payment.
Full analysis
What happened
Agent Hillary Cruz left a voicemail for Angela Sharras regarding outstanding charges on a booked trip: $81 for trip protection and $17,493 for WiFi. The agent stated these items needed to be added before the following day and that Joan had already processed the final payment. The agent requested permission to charge the credit card and mentioned sending a text message. The customer was not reached, and no commitment or authorization was obtained in real time.
Emotional read
The customer did not speak during this call; the agent reached a voicemail. The agent's tone was apologetic and rushed, suggesting internal pressure to finalize charges before a deadline.
Process friction
- agent left voicemail instead of reaching customer directly to authorize charges
- confusing messaging about payment status (Joan processed final payment but deadline stated as tomorrow)
- WiFi charge of $17,493 appears unusually high and was not explained or justified
- agent did not confirm customer receipt or understanding of charges before attempting to process
Closing technique
Attempt: soft Outcome: lost Payment: discussed
Close language used:
- “I sent you a text message if it's okay for me to add these items and use your credit card. I can go ahead and pay for them today as soon as I get the, go ahead.”
Signals the agent didn't act on:
- agent did not confirm customer understood the charges or gave explicit verbal authorization before ending the call
Topics & signals
| Topics | trip protectionfinal paymentWiFi chargescredit card authorization |
|---|
Analyzed 2026-08-07 15:10:37 by claude-haiku-4-5-20251001. Confidence 0.40.
Transcript (638 chars)
Customer: Hi, this is Angela. Please leave your message. Thank you. Agent (Hillary Cruz): Hi, good morning Angela. I just wanted to do a quick follow up call for you. My apologies. This week was so hectic but anyway trip protection will be $81 we just need to add it before tomorrow. Joan, did process your final payment today, like technically, your final payment date is not until tomorrow and WiFi would be $17,493. I sent you a text message if it's okay for me to add these items and use your credit card. I can go ahead and pay for them today as soon as I get the, go ahead. So thank you. Hope you're having a great morning. Bye-bye.