Angela Sharras · Aug 7, 2026 · 3:14 PM
Inbound · 03:42 · Planner: Hillary Cruz · +19167923808
“Since I'm paying separate from my roommate, just make sure it reflects room 600, WiFi, trip protection, everything itemized.”
Call Princess immediately to process WiFi and trip protection under Angela's name, then send her a revised itemized invoice by end of business today. Follow up Monday to confirm Angela and friend have booked the Acri excursion through the Princess app before trip departure.
Full analysis
What happened
Angela called to clarify pricing details from Hillary's voicemail regarding trip protection ($81) and WiFi ($174.93) costs. She had initially misunderstood the WiFi pricing as a per-day charge. Once clarified, Angela immediately authorized both charges to her existing credit card. She requested a detailed, itemized invoice broken out by room number, service, and total charge to keep her payments separate from her roommate Amina (who is sharing room 600). She also noted she cannot finalize the excursion (Acri) booking yet because she is waiting for her friend to confirm participation, but indicated she can complete that anytime before the trip through the Princess app. Hillary agreed to contact Princess to process the WiFi and trip protection, update the invoice, and send Angela the revised itemized statement.
Emotional read
Angela was efficient and solution-oriented throughout, slightly apologetic for the initial voicemail confusion but quickly moved to action. She remained calm and appreciative of the agent's help, with no frustration evident. Her tone was collaborative and detail-focused, reflecting her need for clear, itemized documentation.
Emotional arc through the call
Started slightly confused and apologetic about missing the initial call, then quickly moved into collaborative problem-solving mode once the agent clarified the charges.
How customer sees Pavlus
- neutral · customer initially misunderstood voicemail but did not criticize the message; accepted Hillary's clarification without complaint
- positive · customer expressed gratitude multiple times: 'thank you very, very much'; receptive to Hillary's offer to call Princess directly to resolve and resend invoice
Process friction
- voicemail was unclear enough that customer misunderstood whether WiFi charge was per-day or for entire trip
Customer behaviors
clarifying pricing and service detailsauthorizing add-on purchases immediatelyrequesting itemized invoicing for expense trackingcoordinating with travel companion on shared roomdeferring excursion booking pending friend's confirmation
Closing technique
Attempt: none Outcome: no_close_attempted Payment: discussed
Signals the agent didn't act on:
- customer said 'I'll get it, I'll get it that I'm going add it just charge my card my existing credit card' — agent acknowledged but did not confirm payment was taken in-call; left as action item to process after calling Princess
Topics & signals
| Topics | trip protection add-onWiFi package pricinginvoice itemizationpayment processingrooming arrangementexcursion booking |
|---|---|
| Cruise lines | Princess |
| Buying signals | authorized charging trip protection and WiFi to existing credit cardconfirmed room number 600 for invoice claritycommitted to booking excursion once friend confirms participation |
| Objections | confusion about whether $81 WiFi charge was per-day or trip totalwants itemized invoice to avoid mixing payments with roommate |
Analyzed 2026-08-07 15:20:36 by claude-haiku-4-5-20251001. Confidence 0.82.
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.