Angela Sharras
Average sentiment
0.44
positive
Trajectory
→ steady
across 8 analyzed calls
Current stage
Support
Primary planner
Hillary Cruz
plus 1 other
Phone
+19167923808
id 4878537950699520
“since I'm paying separate from my roommate, I need the invoice itemized so I don't mix up the payment.”most recent call
Next best action:
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.
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.
Narrative
Angela called to confirm deposit details and ask logistical questions about a November 7–14 Princess Cruises group booking for eight people departing Long Beach. She is flying from Sacramento while her roommate Mina and the rest of the church group fly from San Jose. The agent (Hillary Cruz) confirmed the $99-per-person ($198 total) deposit, took Angela's Mastercard payment in-call, and committed to obtaining flight quotes to coordinate timing between Sacramento and San Jose arrivals. Angela also inquired about insurance, WiFi, cabin features, excursions, and the medallion/luggage tag process. The agent addressed most questions, sent insurance and excursion-link emails, updated passenger address records, and confirmed she would call Mina and provide flight details within 24 hours. No major friction emerged; Angela appeared satisfied with the deposit confirmation and next-step clarity.
How they see Pavlus
· customer referenced a prior voicemail from Hillary clarifying the $81 fee, indicating Hillary had already attempted to resolve the confusion
+ customer thanked Hillary multiple times and appreciated her willingness to handle the itemized invoice request and coordinate with Princess
· customer initially misunderstood voicemail but did not criticize the message; accepted Hillary's clarification without complaint
+ customer expressed gratitude multiple times: 'thank you very, very much'; receptive to Hillary's offer to call Princess directly to resolve and resend invoice
− agent left a voicemail instead of connecting with customer directly; message was rushed and contained unclear financial details
+ customer thanked agent for calling her back
· agent introduced herself as 'Hillary from la travel' but no explicit Pavlus branding; customer did not comment on the agency
+ thanked the agent multiple times and expressed appreciation for handling her questions thoroughly
+ 5 more observations
Process friction they hit
- initial confusion over pricing details (WiFi vs trip protection) required clarification call
- voicemail was unclear enough that customer misunderstood whether WiFi charge was per-day or for entire trip
- agent attempted to handle payment authorization via voicemail and text instead of direct conversation
- final payment date deadline and add-on pricing communicated unclearly in voicemail
- 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
- agent initially uncertain about specific details of Princess air booking process and had to defer or look up information
- insurance pricing not immediately available; agent said she would 'have to go back in and check'
- medallion/luggage tag mailing process handled by guest relations, not by booking agent—customer had to be directed elsewhere
Customer behaviors observed
managing separate billing with roommaterequesting detailed, itemized accounting for audit traildeferring excursion booking pending friend's inputcoordinating add-ons to existing bookingclarifying pricing and service detailsauthorizing add-on purchases immediatelyrequesting itemized invoicing for expense trackingcoordinating with travel companion on shared roomdeferring excursion booking pending friend's confirmationdid not answer phone; message went to voicemailasking for pricing details on add-onscoordinating trip logistics with roommateplanning to review options via email and respondclarifying payment timing and proceduresasking clarifying questions on add-on pricingrequesting written pricing details via email before decidingcoordinating with travel companion (roommate) on excursion selectionspreparing for imminent booking meetingasking detailed logistical questions about group coordination and airport logisticsverifying information already told to agent by group organizer (sister Potala)ready to provide payment credential during callcross-referencing documents sent by Pavlus and asking for clarification on room detailsactively exploring excursion options in real-time while on call with agentdeferring some decisions (insurance, WiFi) pending receipt of more informationasking detailed logistical questions before committingwilling to pay deposit immediately when askedconfirming details with group members (sister, Mina)requesting email confirmations and links for follow-up reviewexploring excursion options in real-time during callleveraging prior cruise experience (23 trips) to ask informed questions
| Value perception | Angela did not explicitly compare Pavlus to alternatives or discuss value vs. booking direct. She accepted the $99-per-person deposit structure without objection and relied on the agent for group coordination and flight arrangement services. |
|---|---|
| Emotional arc | Angela started cautious and task-focused, verifying details and asking logistical questions; she warmed notably after the agent confirmed she would coordinate flights and be her primary contact, becoming more engaged and collaborative—particularly when exploring excursions in real-time together. |
What this customer cares about
| Destinations | MexicoLong BeachCaboAcapulcoSacramentoSan JoseAtlantis |
|---|---|
| Cruise lines / operators | PrincessPrincess CruisesPrincess Discovery |
| Topics | trip protection cost clarificationWiFi package pricingitemized invoice requestseparate billing for roommateexcursion booking timingtrip protection add-oninvoice itemizationpayment processingrooming arrangementexcursion bookingtrip protection insurancefinal payment processingWiFi add-oncredit card authorizationtrip protectionfinal paymentWiFi chargesWiFi pricingtrip protection coveragehealth insurance optionsbaggage/delay protectionexcursion booking and paymentcabin coordination with roommatetrip protection coverage optionsexcursion booking and payment termsroommate coordinationgroup cruise bookingdeposit paymentflight arrangementsairport transferscabin detailstravel insuranceWiFi packagesexcursionspassenger informationMexican cruise bookingflight arrangements from Sacramentogroup travel coordinationcabin assignmenttravel insurance optionspassenger address verification |
Signals across all calls
| 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 breakdownauthorized charging trip protection and WiFi to existing credit cardconfirmed room number 600 for invoice claritycommitted to booking excursion once friend confirms participationconfirmed she will get WiFi coverage on the shipwants to select health protection coverage and choose between two insurance optionsconfirmed intent to purchase WiFi for the cruiseactively comparing two trip protection plan options to decide which to buystated willingness to pay deposit immediately during callprovided credit card information verbally to agentasked about post-deposit timeline for flight bookingsconfirmed she had sailed with Princess 23 times previouslyasked specific questions about cabin amenities and featuresengaged with excursion research in real-time during callconfirmed readiness to pay deposit immediately when askedprovided full credit card details without hesitationasked about booking excursions and insurance, indicating planning mindsetrequested confirmation of group size and cabin locations, showing commitmentinquired about receipt confirmation and next steps, showing engagement |
|---|---|
| Objections | confusion about whether $81 WiFi charge was per-day or trip totalwants itemized invoice to avoid mixing payments with roommateneeds to coordinate excursion choices with roommate before committinguncertain how flight coordination works with group members flying from different citiesunclear when flight details and excursion itineraries would be providedquestions about insurance coverage options and pricing not immediately availableuncertain how to coordinate airport arrival timing with roommate traveling from different cityunfamiliar with how to book excursions and when they become availableunclear whether WiFi is necessary given port stops every two daysconfused about insurance policy options and coverage details |
| Latest 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. |
AI workup
Generated on demand by Claude Sonnet from the 8 analyzed calls.
Traceback (most recent call last):
File "/var/www/admin.pavlus.com/sentiment/sentiment.py", line 35, in <module>
import requests
ModuleNotFoundError: No module named 'requests'
Individual calls (8 analyzed, 3 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 15:14 | Hillary Cruz | positive (0.70) | Support | Call Princess immediately to add WiFi ($174.93) and trip protection ($81) to Angela's booking under room 600, then email a detailed itemize… | call data | Dialpad ↗ |
| 2026-08-07 15:14 | Hillary Cruz | positive (0.70) | Support | Call Princess immediately to process WiFi and trip protection under Angela's name, then send her a revised itemized invoice by end of busin… | call data | Dialpad ↗ |
| 2026-08-07 15:06 | Hillary Cruz | negative (-0.30) | Support | Call Angela back during business hours to confirm verbally that she authorizes the trip protection ($81) and WiFi ($17,493) charges and to … | call data | Dialpad ↗ |
| 2026-08-07 15:06 | Hillary Cruz | negative (-0.30) | Support | Call Angela again to confirm she received the text and voicemail, verbally confirm authorization for both charges before processing, and cl… | call data | Dialpad ↗ |
| 2026-08-04 16:43 | Hillary Cruz | positive (0.60) | Support | Email Angela today with specific pricing for WiFi (per-day vs. trip rate), the two Princess trip protection tiers (health-only cost and hea… | call data | Dialpad ↗ |
| 2026-08-04 16:43 | Hillary Cruz | positive (0.60) | Support | Send Angela the detailed pricing breakdown for WiFi and both trip protection plan options (health-only and health-plus-delay-baggage) via e… | call data | Dialpad ↗ |
| 2026-08-03 20:51 | All Pavlus Recording | not analyzed | — | call data | Dialpad ↗ | |
| 2026-07-31 21:01 | Hillary Cruz | not analyzed | — | call data | Dialpad ↗ | |
| 2026-07-31 21:01 | All Pavlus Recording | not analyzed | — | call data | Dialpad ↗ | |
| 2026-07-01 18:48 | Hillary Cruz | positive (0.75) | Ready to Book | Send Angela (1) insurance pricing details within 24 hours, (2) flight quote for Sacramento-to-Long Beach routing coordinated with group tim… | call data | Dialpad ↗ |
| 2026-07-01 18:48 | Hillary Cruz | positive (0.75) | Ready to Book | Call Angela by end of business tomorrow with finalized Princess airline quotes for her Sacramento-to-Long Beach flight, confirming group tr… | call data | Dialpad ↗ |