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Angela Sharras · Aug 4, 2026 ยท 4:43 PM

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Outbound · 04:04 · Planner: Hillary Cruz · +19167923808

Sentiment
positive (0.60)
Intent
support
Trajectory
steady
“I just wanna make sure I have WiFi during while we are on the ship, okay?”
Next best action
Email Angela today with specific pricing for WiFi (per-day vs. trip rate), the two Princess trip protection tiers (health-only cost and health+delay+baggage cost), and confirm her roommate's excursion preferences at your 11 a.m. meeting. Follow up via email tomorrow if she hasn't responded with her selections.
Full analysis
What happened

Angela called back Hillary to ask clarifying questions about her upcoming Princess cruise booking. She requested pricing for WiFi, two tiers of trip protection coverage (health-only vs. health plus delay/baggage), and clarification on excursion payment timing. Angela confirmed she wants WiFi and will choose her insurance option after seeing the prices. She also noted she needs to coordinate excursion selections with her roommate. Hillary committed to emailing pricing details that day so Angela could review and respond with her selections. No new bookings or payments were processed; the call was service-oriented support before a scheduled meeting.

Emotional read

Angela was friendly and cooperative throughout the call, though slightly distracted (she was at a store initially). She was organized in her thinking, asking specific follow-up questions about pricing and logistics. Her tone remained pleasant and appreciative, thanking the agent for calling back.

Emotional arc through the call

started slightly distracted (at a store) and warmed into engaged, organized mode as she asked her questions.

How customer sees Pavlus
  • positive · customer thanked agent for calling her back
Customer behaviors

asking for pricing details on add-onscoordinating trip logistics with roommateplanning to review options via email and respondclarifying payment timing and procedures

Closing technique

Attempt: none   Outcome: no_close_attempted   Payment: none

Signals the agent didn't act on:

  • customer said 'I know already I'm gonna get the WiFi' and agent did not confirm WiFi add-on in the call or offer to process it immediately
Topics & signals
TopicsWiFi pricingtrip protection coveragehealth insurance optionsbaggage/delay protectionexcursion booking and paymentcabin coordination with roommate
Cruise linesPrincess
Buying signalsconfirmed she will get WiFi coverage on the shipwants to select health protection coverage and choose between two insurance options

Analyzed 2026-08-04 16:50:44 by claude-haiku-4-5-20251001. Confidence 0.85.

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.