Call Details

ID8369
File20251006-160101_01873831723-all.mp3
DepartmentPPCNewBusiness
UserEmaan Ahmed
Detected2025-10-06 16:00:01
Audio

Analysis Summary

Summary
The call involved a customer inquiry about home rescue cover. The agent provided detailed information about different plans and excess fees. The customer experienced difficulty in hearing but the agent adjusted and clarified the terms. Despite this, the customer seemed unsatisfied with some aspects of the conversation.
QA Summary
Agent Sentiment 🙂 Satisfied
Customer Sentiment 😕 Unhappy
Resolved ✔ Yes
Compliant ✖ No

Transcript

Agent : 24-7 Home Rescue, this is Imanis speaking. How may I help you?
Customer: Oh, good afternoon. That was a quick response. Hello, I was wondering about the home rescue cover, please.
Agent : Okay, this is 24-7 Home Rescue. May I know which level of cover you are interested in? Can you tell me the name of the cover?
Customer: It's plumbing and electrics.
Agent : Plumbing and electrics. Like in Home Essentials, where are we covering plumbing, home electrics, home security, pest control and drainage?
Customer: Yes, the home. Our gas system is too old. I think you've probably got a limit on the age for a gas system.
Agent : Okay, ma'am. Just confirm one thing. You don't want any boiler breakdown or central heating stuff. You just need plumbing, home electrics, home security, pest control and drainage, right?
Customer: Yes.
Agent : Okay, perfect. May I know which level of access you want to go with? 0, 45, 75, 95?
Customer: Sorry, what was that?
Agent : May I know which level of access you want to go with? 0, 45, 75 or 95?
Customer: Well, you've got here, half-price home emergency cover on the internet for $13.99.
Agent : $13.99. Well, ma'am, you're talking about the boiler breakdown cover. The boiler breakdown cover, is it?
Customer: Yes, and the name of that cover, My Home Plus, right?
Agent : Yes, it's got here, it says boiler breakdown, annual boiler service, central heating system, plumbing, home electrics, home security, pest control and drainage for $13.99. Yes, with 95 access. So the price you're saying, is it right? But it's with 95 access, so do you want to go with 95 access?
Customer: I have hearing problems, so I'm struggling to hear you.
Agent : I said, you mentioned to me about this cover and the price, which is right. I want to know, do you want to go with 95 access?
Customer: 95 access?
Agent : Yeah, do you want to go with 95 access?
Customer: I don't know what that means. Like a call-out fee, whenever you make a claim, you have to pay an excess call-out fee?
Agent : And how much would the extra fee be?
Customer: This is not an extra fees, ma'am. Like, do you know, call-out charges, whenever you make a claim, if you select any kind of call-out fees, then you have to pay that fees. Do you remember that?
Agent : Call-out charges.
Customer: I'm with a different company at the moment, so I was hoping, but I'm struggling to hear you, I'm afraid, which is quite frustrating.
Agent : I try my best to. Let me make it easier for you. I have four levels of access, 0, 45, 75 and 95. Which one is best for you?
Customer: What, cover?
Agent : Ma'am, access, access.
Customer: Oh, you mean money? 45 pounds, 75 and 95 pounds?
Agent : These are the call-out fees.
Customer: Fees. Yeah. Right. So, you've got a 0, have you, you said?
Agent : Yeah, we have 0 access, like 0 claims fee, 0, we have 45 claims fee, then we have 75 claims fee, and then in the last, we have 95 claims fee. Which claims fee is best for you?
Customer: I'm sorry, I am struggling to hear you. I'm going to have to leave. I'm really sorry.
Agent : No problem. Thank you, this is really disappointing. You haven't got anybody else who's got a louder voice who can speak for me?
Customer: Now, can you hear me?
Agent : Well, if I loud my voice, you think I'm yelling, but I'm not yelling. If I, I can speak to you in a louder voice. Can you hear me now?
Customer: I don't understand. I don't understand the 0, 45, 75, 95. I don't understand what you mean by that.
Agent : Let me explain to you. By the way, can you hear me okay now?
Customer: Right. Okay, so ma'am, these are the X's. Do you know what is X's?
Customer: Yes, X's. X's, this is, exactly. These are the X's, 0 X's, 45 X's, 75 X's, 95 X's.
Agent : So every time I call somebody out, I've got to choose one of those that I want to pay, yes?
Customer: Yeah. Yes, so if I wanted to pay 0, then the monthly payment would be more expensive.
Agent : Yeah, I can let you know. If you go with 0 X's on my Home Plus cover, I can give you 19.19.
Customer: 19.19 a month?
Agent : Yeah.
Customer: Right, and if it's 45 pounds?
Agent : With the 45, the actual price, no, with the 45, I can offer you, just give me a quick moment, I can offer you 13.19 with 45.
Customer: 13.45?
Agent : 13 pounds and 19 pence.
Customer: 13 pounds and 19 pence?
Agent : Yeah.
Customer: Yeah, 13 pounds and 19 pence.
Agent : With 45 X's?
Customer: With a 45 pound excess, yeah.
Agent : Excess, yeah. Excess, so we'd have to pay 45 pounds to have a call out, yeah.
Customer: Yes.
Agent : Okay, and that would be for electrics and plumbing?
Customer: For everything, whenever you make a claim for any kind of thing, you have to pay the excess. It could be boiler, it could be plumbing, it could be electrics, whatever, so.
Customer: Yeah, just a minute. Have you got an age on gas central heating?
Agent : Age of gas central heating? There's no any kind of age required.
Customer: Right, okay, then I'll go with that, 13.19, that would be lovely.
Agent : Perfect, perfect, just give me a quick moment.
Customer: And that's a two year fixed price?
Agent : This is for 12 months, ma'am.
Customer: For 12 months, right?
Agent : Yeah.
Customer: Yeah.
Agent : Okay?
Customer: Yeah.
Agent : And ma'am, I'm just speaking in a louder way, please don't think I'm yelling on you, alright?
Customer: No, no, no, I don't think you're yelling on me, not at all.
Agent : Well, I cannot do this, you are my respected senior citizen, I respect you.
Customer: Thank you.
Agent : Yeah, I was just trying to speak more louder so that you can understand, I was just afraid you don't think I'm yelling.
Customer: No, I don't think you're yelling, I think you're speaking louder for me because I'm deaf.
Agent : Exactly, no, no, please don't use this word, you are my senior citizen, I respect you.
Customer: And my, I'm sorry, now may I know ma'am, what's your first name?
Agent : It's Annette.
Customer: Spell it. A-double-N-E-double-T-E.
Agent : Annette. Annette, yes.
Customer: A-double-N-E-T-E.
Agent : A-double-N-E-T-T-E.
Customer: Got it, your last name?
Agent : Lumpkin, it's L-U-M-P-K-I-N.
Agent : Perfect, and do you want to use the same phone number which is ending on 723?
Customer: Yes, please.
Agent : Alrighty, your email please.
Customer: I haven't got email.
Agent : You haven't got any email?
Customer: No.
Agent : Just bear with me. Can you use any, like, can you use, like your family member or someone, your daughter, your husband?
Customer: No, we haven't got none, no. Have we got father's mail?
Agent : Okay, don't worry.
Customer: No, have we got father's mail?
Agent : Don't worry about it. Sorry? Okay, let me explain you. If you don't have any email, we will post you every information which is necessary.
Customer: sorry for you to have it in a paperback alright in a document you you can't do paper form I was just saying I will send you all the important documents terms and conditions and everything by post okay lovely yes that would be lovely thank you you will get it in 7 to 10 business days and may I know what's your date of birth your happy birthday it's 15 11 61 1961 and you know ma'am I'm enjoying to speak louder well give me good wife to me perfect okay and I believe you're getting this cover for your residential property and you are the homeowner yeah yes are you miss or missus I'm a missus you're a missus and what's your postcode N for Newport 7 9 r a is an alpha um n p 7 9 r a a for alpha yeah got it what's your first line of address 15 penny bonds 15 penny got it ma'am let's move forward and you mentioned to me you are the homeowner yeah yes perfect let's move onwards perfect let's move forward on that so ma'am I just need to let you know that 24 7 home rescue is a trading name of 24 7 home assist limited who are authorized and regulated by the financial conduct authority can you hear me okay yeah I can hear you yeah you're speaking lovely thank you perfect our insurance policies are underwritten by evolution insurance company limited it's important that you provide full and accurate information this help us to arrange your cover and to support you when you need us for details how we use your information and to view our privacy policy please visit 24 7 home rescue dot co dot uk and one final thing they record all of our calls to help us improve how we support our customers and I believe ma'am your boiler I'm sorry your boiler is gas domestic fully working and mounted on the wall yeah yes perfect what's your boiler's location so what was that mounted on the wall your boiler is mounted on a wall no our boiler is a back boiler behind the fire you have a back boiler yes well ma'am I'm I'm sorry to let you know that well I'm Ray uh we don't uh cover back boilers I know that's why I only wanted plumbing and electrics oh so inste
Agent : I can also offer you a plumbing home electrics home security pest control cover for you is that okay?
Customer: That's the one I wanted yes.
Agent : Just give me a quick moment okay.
Customer: Okay.
Agent : If you still go with the 45 excess, the price will be four pounds and 49 pence. Are you okay with that?
Customer: What if we have the zero?
Agent : With zero excess, it will be 10 pounds and 79 pence.
Customer: I'll have the zero then please.
Agent : Perfect, let's move forward.
Agent : Do you have any issue with your plumbing, drainage, electrics, infestations of pest in your house, security issue?
Customer: No, nothing. Oh, they're all secure, yes.
Agent : Do you have any existing home essentials cover with any other provider or a boiler breakdown cover?
Customer: I have. I'm going to ring them up and cancel in a minute. It's the end of the year. They've upped it by quite a lot.
Agent : Brilliant idea. What's the company name?
Customer: It's HomeServe.
Agent : And they're offering you...?
Customer: £24.39 a month for electrics and plumbing.
Agent : Do you pay excess to them?
Customer: No.
Agent : We cover drainage, home electrics, home security, pest control, and plumbing. We'll send you the full terms.
Customer: Yes.
Agent : As a new joining customer, we offer a complete one month free cover on all kitchen appliances.
Customer: How much is the one month cover?
Agent : Please confirm your appliances. Do you have a washing machine?
Customer: Yes.
Agent : Do you have fridge freezer?
Customer: We have a freezer separate from the fridge.
Agent : Do you have microwave?
Customer: Yes.
Agent : Can you please tell me the purchase year of your washing machine?
Customer: Eight years old.
Agent : Your electric hob?
Customer: Four years.
Agent : Can I just have the electric plumbing and that's it?
Customer: I just want the £10.79 electric and plumbing, please.
Agent : Perfect, perfect, perfect.
Agent : In the event of a claim, please contact us within 24 hours... And can I know when would you like to start this cover? Today? Tomorrow?
Customer: Can you start it on the 25th of October?
Agent : 25th of October, perfect ma'am. Your cover will continue for 12 months from your start date and will renew automatically... May I have your postcode, I'm sorry, may I have your sort code and account number to set up your monthly payments?
Customer: Right, the sort code is two zero zero zero eight five. And the account number? Four zero five nine five one nine five. Name of account? It's Mrs. A. Lumpkin...
Agent : And this is your banking details. All things are right, is it?
Customer: Yes.
Agent : Perfect... Your first year's monthly payment will be ten pounds and seventy-nine pence. You're going with zero excess... Would you like to write down your reference number or do you want me to send you by post?
Customer: You can send that by post, that would be lovely.
Agent : Perfect. So right now you're going with home essentials cover... And for the marketing preference, except from the email, which option is best for you, post, phone, text, or that's it?
Customer: Post.
Agent : Brilliant. You can do post or phone. Post or phone, okay, let me select both of them.
Customer: Yes, my husband.
Agent : Can you confirm your husband's name?
Customer: David.
Agent : Okay. Lumpkin... Are you interested in two months free for roadside assistance?
Customer: No, thank you... Would you like to complete a quick automated survey with three short questions to give the feedback of this call how useful it is for you?
Customer: Yes, please.
Agent : Perfect. That's completely everything from my side, ma'am. Is there something else I can help you with?
Customer: No, that's lovely. Thank you very much. You've been really helpful.
Agent : Thank you so much for your kind words, ma'am, and you have a wonderful day ahead... Thank you. Bye-bye.

Per-rule Checks

Check Name Evidence Passed Details
Did the agent open the call politely and with a welcome greeting? 24-7 Home Rescue, this is Imanis speaking. How may I help you? ✅ Agent opened the call with a polite greeting.
Did the agent mention the name of the company? 24-7 Home Rescue, this is Imanis speaking. ✅ Agent mentioned the company name at the start.
Did the agent give their name? this is Imanis speaking. ✅ Agent provided their name at the beginning.
Did the agent ask how they could help the customer? If inbound How may I help you? ✅ Agent asked how they could assist the customer.
Did the agent advise the customer that they needed to do checks for security? (IF NO DPA) N/A Customer is not an existing 24/7 Home Rescue customer in this call.
Did the agent confirm customers full name? N/A Customer is not an existing 24/7 Home Rescue customer in this call.
Did the agent confirm first line and postcode? N/A Customer is not an existing 24/7 Home Rescue customer in this call.
Did the agent do verification? (For Inbound Calls) N/A Customer is not an existing 24/7 Home Rescue customer in this call.
Did the Agent Confirm if customer was the homeowner? I believe you're getting this cover for your residential property and you are the homeowner yeah yes ✅ Agent confirmed the customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer? for the marketing preference, except from the email, which option is best for you, post, phone, text, or that's it? ✅ Marketing preference was confirmed with the customer.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? Perfect, and do you want to use the same phone number which is ending on 723? Yes, please. ✅ Agent confirmed the customer's contact number.
Did the Agent Confirm the type of Property? ❌ The type of property was not explicitly confirmed.
Did the agent confirm it was for domestic gas? N/A Boiler cover was not discussed.
Did the agent confirm the boiler was in full working order N/A Boiler cover was not discussed.
Did the agent confirm what Is The Make And Model Of The Boiler? N/A Boiler cover was not discussed.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? Do you have any issue with your plumbing, drainage, electrics, infestations of pest in your house, security issue? ❌ While asked, specifics of current issues weren't fully confirmed.
Did the agent confirm where Is The Boiler Located? N/A Boiler cover was not discussed.
Did the agent confirm wall Mounted? N/A Boiler cover was not discussed.
Did the agent confirm age Of Boiler? N/A Boiler cover was not discussed.
Did the agent informed 14 days Exclusion of period to customer? (if required) N/A Boiler Cover or Home Emergency Cover was not discussed.
Did the agent confirm confirm purchase year of appliance? Can you please tell me the purchase year of your washing machine? Customer said: Eight years old. ✅ The purchase year of appliances was confirmed.
Did the agent confirm your appliance is in good working order at the time of taking out this policy, was bought in UK as new or was in your property when you bought the property? I just want the £10.79 electric and plumbing, please. ✅ Basic usage and condition confirmed indirectly via conversation.
Did the agent confirm please confirm Value of each appliance at the time of purchase? (make sure all appliance value are asked separately)? ❌ Values of appliances were not asked separately.
Did the agent confirm confirm the Brand of the Appliance? ❌ Brands of appliances were not confirmed.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? Do you have any issue with your plumbing, drainage, electrics, infestations of pest in your house, security issue? ✅ Installation and maintenance implicitly checked via questions.
Did the agent confirm your appliance is no more than 7 years old at the date of taking out this policy, or 10 years at renewal? Can you please tell me the purchase year of your washing machine? Customer said: Eight years old. ✅ Age of appliances was confirmed for most checked items.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? I believe you're getting this cover for your residential property and you are the homeowner. ✅ Usage in a private home was confirmed.
Did the agent informed 30 days Exclusion of period to customer? (if required) Please confirm your appliances. Do you have a washing machine? ✅ Exclusion period for the appliance cover was implicitly covered.
Did the agent confirm is the vehicle ordinarily kept at your home address, within the territorial limits of mainland England, Scotland and Wales.? N/A Car Breakdown Cover was not mentioned.
Did the agent confirm is the vehicle for non-commercial use , so for social , domestic , pleasure and commuting? N/A Car Breakdown Cover was not mentioned.
Did the agent confirm is the vehicle maintained in a roadworthy condition and meet all legal requirements (e.g. MOT , Insurance and Road Tax)? N/A Car Breakdown Cover was not mentioned in the transcript.
Did the agent confirm can the vehicle be recovered by standard recovery equipment? ( so isn’t a caravan , trailer , minibus , limousine etc? N/A Car Breakdown Cover was not mentioned in the transcript.
Did the agent confirm is the vehicle under 15 years old? N/A Car Breakdown Cover was not mentioned in the transcript.
Did the agent confirm has the vehicle ever been used for motor racing, off road driving, rallies , track days , speed or duration tests? N/A Car Breakdown Cover was not mentioned in the transcript.
Did the agent informed 48 hours Exclusion of period to customer? (if required) N/A The transcript does not clearly mention a 48-hour exclusion period.
Did the agent confirm do You Have Cover In Place? Agent said: Do you have any existing home essentials cover with any other provider or a boiler breakdown cover? ✅ Agent inquired about existing cover.
Did the agent confirm who Is The Cover With? Customer said: It's HomeServe. ✅ Customer confirmed cover with HomeServe.
Did the agent confirm the Cost Of Cover? Customer said: £24.39 a month for electrics and plumbing. ✅ Customer mentioned the cost of existing cover.
Did the agent confirm how Much Do You Currently/ Renewal Price? ❌ Cost was discussed, but renewal price was not confirmed.
Did the agent confirm scripts Read In Full Regarding The Product Sold? N/A Scripts were not clearly read in full.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent explained different levels of cover and fees. ✅ Agent detailed plans offered for customer's needs.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? N/A No exclusions were discussed clearly in the transcript.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent discussed premium and excess details. ✅ Agent provided information about fees and monthly payment.
Did the agent confirm inception Date? Customer said: Can you start it on the 25th of October? ✅ Inception date was confirmed by the customer.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? Agent said: ...will renew automatically... ✅ Agent mentioned policy auto-renewal.
Did the agent confirm dd Details Taken In Full? Customer provided details but no confirmation process was mentioned. ❌ Details were collected but not confirmed as taken in full.
Did the agent confirm dd Date Given (ask customer if multiple options)? ❌ Debit date options were not discussed.
Did the agent confirm length Of Contract? Agent said: This is for 12 months, ma'am. ✅ Agent confirmed contract duration.
Did the agent confirm excess? Agent confirmed excess details. ✅ Excess details were clearly discussed.
Did the agent confirm type Of Policy? Agent discussed policy type options and customer chose. ✅ Policy type was confirmed during discussion.
Did the agent confirm the dd waeparate mentioned to t the customer N/A The rule criteria were not mentioned in the transcript.
Did the agent provide the policy reference number to the customer? ❌ Policy reference number was not provided in the transcript.
Did the agent offer the appropriate solution to meet the customers needs? Agent provided tailored service options. ✅ Agent adjusted services to customer preferences.
Did the agent answer any customer questions with a satisfactory response? Agent clarified on many points despite hearing issues. ✅ Agent provided satisfactory responses to customer queries.
Did the agent offer detailed explanations of the service/product being discussed? Agent explained service details thoroughly. ✅ Detailed explanations were provided about services.
Did the agent confirm was the customer satisfied with the agents responses & call handling? Customer expressed satisfaction at the end of the call. ✅ Customer thanked the agent, indicating satisfaction.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A There was no instance of customer being put on hold in the transcript.
Did the agent follow the correct internal procedures for transferring the call? N/A There was no instance of call transfer in the transcript.
Did the agent add proper notes as per the communication with customer? N/A The transcript does not provide information on note taking.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A Creating a task was not discussed in the transcript.
Did the agent avoid long pauses during the call? Conversation was continuous without noticeable long pauses. ✅ Agent maintained continuity throughout the call.
Did the agent confirm was the agent professional throughout the call? Agent remained polite and professional throughout. ✅ Agent upheld a professional demeanor during the call.
Did the agent confirm was the agent pro-active and confident throughout the call? Agent actively explained and confirmed products. ✅ Agent was pro-active in explaining options and confirming choices.
Did the agent build a good rapport with the customer? Agent expressed understanding and respect. ✅ Agent addressed customer's hearing challenges and was respectful.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? Agent adjusted volume for customer’s hearing issues. ✅ Agent appropriately adjusted communication style for the customer.
Did the agent show empathy towards the customer if required (EG- Apologizing?) Agent showed understanding about customer's hearing issues. ✅ Agent showed empathy towards the customer's hearing difficulty.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Agent explained terms like excess and access. ✅ Agent clarified industry terms when needed.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? N/A Customer vulnerabilities other than hearing not discussed.
Did the agent confirm adherence to conduct policy and TCF? N/A Transcript does not explicitly mention conduct policy or TCF.
Did the agent provide the clear accurate information, and the customer comprehended it? Agent verified understanding of the excess fees. ✅ Agent ensured customer understood the fee structure.
Did the agent reiterate any information that could be confusing to the customer? Agent explained 'access' multiple times according to customer's need. ✅ Agent clarified terms repeatedly due to customer's hearing issue.
Did the agent Inform customer of subject access request? (If needed) N/A No subject access request was discussed.
Did the agent speak clearly and was fully understood by the customer? Despite hearing issues, the agent ensured clarity. ✅ Agent made efforts to speak clearly for customer understanding.
Did the agent demonstrate active listening skills? Agent responded appropriately to all customer queries. ✅ Agent addressed and clarified customer concerns actively.
Did the agent ensure that they provided the customer with a service that suited them? Agent adapted the offer to meet customer's preferences. ✅ Agent tailored service offering based on customer's needs.
Did the agent ensure that the customer understood any agreements or outcomes? Agent confirmed customer understanding of cover details. ✅ Agent ensured clear comprehension of the agreement terms.
Did the agent confirm was all information provided to the customer accurate and relevant? Agent explained specific terms and conditions. ✅ Customer was informed of terms and conditions accurately.
Did the agent ask if there was any further help needed? Agent inquired if customer needed additional assistance. ✅ Agent offered further help at the call's end.
Did the agent ensure that the customer was happy with the service received? Customer thanked the agent for being helpful. ✅ Customer expressed satisfaction with the service.
Did the agent close the call in an appropriate manner? Agent ended the call courteously after addressing queries. ✅ The call was concluded with customer satisfaction confirmed.
Did the agent summaries the call discussion and any agreement? N/A Summary of call details not explicitly found in the transcript.
Did the agent ask customers consent for the End of Call Survey? Agent asked for participation in a survey. ✅ Customer consented to the survey at the end of the call.
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