Call Details

ID10900
File20251127-205622_07582691907-all.mp3
DepartmentNEWBUS
UserAbdul Razzaq
Detected2025-11-27 20:56:22
Audio

Analysis Summary

Summary
The call involved setting up a Home Plus boiler cover policy for the customer. The agent offered a discount on the monthly fee and confirmed several details, including personal information, property details, and billing preferences. The customer was satisfied with the service and agreed to the terms and conditions of the cover.
QA Summary
Agent Sentiment 😊 Happy
Customer Sentiment 😊 Happy
Resolved ✔ Yes
Compliant ✖ No

Transcript

Agent : 24-7 Home Rescue, my name is Rezaq. How are you doing today, okay?
Customer: Yeah, thank you.
Agent : I believe you were enquiring about Home Plus cover online on Money Supermarket?
Customer: Yeah.
Agent : With £95 excess, right?
Customer: Yeah, we're currently looking at the boiler cover with your shelves. We're just about to set it up.
Agent : Okay, you're getting £5.25 a month for that, right? Is that right?
Customer: Yes.
Agent : Alright, so if you want to go ahead, I'll give you a discounted price of £4.72 for 12 months.
Customer: Huh? He's saying he can do it for us and give us a bit of a discount for £4.72 a month instead of £5, whatever.
Customer: Oh yeah, please.
Agent : Alright, I'll go ahead and set up the code for you. So on the recorded line, can I have your first and last name please?
Customer: My first name is Berenice, so it's B-E-R-E.
Agent : B-E-R-E?
Customer: Yeah, N-I-C-E.
Agent : N-I-C-E.
Customer: Yeah, so it's B-E, so I'll just go through that again. B-E-R-E-N-I-C-E. My surname is M for Mother, A-K, A-N for November, J-U.
Agent : The email address?
Customer: Berenice.
Agent : Uh-huh.
Customer: Underscore.
Agent : Uh-huh.
Customer: And it's Bratley, so B for Bravo, and then R-A-T-L-E-Y.
Agent : B-R-A or I?
Customer: I is an indigo?
Agent : B-R-A-T-L-E-Y.
Customer: A is an apple, right?
Agent : Yeah. At hotmail.com?
Customer: At yahoo.com.
Agent : At yahoo.com, got it. So, yeah, Berenice underscore, and then Bratley, B-R-A-T-L-E-Y, at yahoo.com. Got it. Should I keep the same phone number ending with 907 on the policy list?
Customer: Yeah, please.
Agent : All right. And where are my date of birth, please?
Customer: 10th of the 2nd, 1982.
Agent : All right. 10th of the 2nd, 82. Yes. All right. Confirm me your properties, postcode, and first line of address.
Customer: M for Mother, E for Echo, 16, 0, J for Juliet, Q for Queen. And that's 12 Hawkwood, Maidstone.
Agent : All right. And I believe you're the homeowner of the property?
Customer: Yes.
Agent : So, a few things I need to let you know. 24-7 Home Rescue is a trading name of 24-7 Homelessness Limited, who are authorised and regulated by Financial Conduct Authority. Insurance policies are underwritten by Evolution Insurance Company Limited. It's important that you provide full and accurate information. This helps us to arrange your cover and support you when you need us. For details on how we use your information and to view our privacy policy, please visit 247homerescue.co.uk. And we record all of our calls to help us improve how we support our customers.
Customer: Okay.
Agent : So, the property is residential. The boiler is domestic gas-operated, fully working, wall-mounted, right?
Customer: Yes.
Agent : Where is the boiler located?
Customer: Downstairs toilet.
Agent : This message is fixed. Years old, right?
Customer: Yes.
Agent : What's the boilermaking model?
Customer: It's a Worcester boiler.
Agent : Worcester wash. Yes. So I assume you don't know the model?
Customer: I'll have to have a look.
Agent : You can update us that later as well by app, by call, by email in 14 days.
Customer: It's all right, I'll get it now. Oh, thank you. What do you mean, the code?
Agent : Yeah, the model.
Customer: Yeah, Green Star.
Agent : Oh, Green Star, 1-5-R-I. Got it, thank you. Do you have any issues with plumbing, drainage, electrics, infestation of pests in the house, security issues?
Customer: No, there isn't any issues with that now.
Agent : Do you have any breakdown cover in place with any of the provider or no?
Customer: With who?
Agent : Do you have any breakdown cover at the moment?
Customer: No.
Agent : All right, so is there anyone you want to authorise on the policy on your behalf?
Customer: My husband.
Agent : Can I have his name?
Customer: Shola, I-S-H-O-L-A. Phone number?
Customer: 079-159-40986.
Agent : All right, so you have selected Home Plus cover. This covers you for border service, border breakdown, central heating, plumbing, drainage, home electrics, home security, pest control, eligible for two-year price fix. And the key product features are shown online to keep our products affordable. There are a few things that we don't cover. You have looked online. You are happy you understand the features and exclusions for the cover, right?
Customer: Yeah.
Agent : So we're going to send you the term and condition, so please take some time to read them. If anything is not clear, please get in touch. And we're nearly finished. If there's any changes to your contact information, address or boiler, please let us know. This helps us to confirm your product continues to meet your needs. To help us help you in the event of a claim, please contact us within 24 hours, and you should take reasonable steps to limit any further damage. And if our engineer recommends improvements to fix an underlying problem, it's your responsibility to make them. And if you don't but continue to make claims caused by the same problem, we may not be able to cover them. So when do you want to start the cover from?
Customer: 27th? 28th?
Agent : Yes, tomorrow, right?
Customer: Oh, today.
Agent : Today? Okay, sure. So your cover will continue for 12 months from the start date and will renew automatically. You can change this at any time by contacting us. We will contact you before the renewal date to provide you all the relevant details. Our term and conditions provide everything you need, including how to get insurance and how to make a complaint. There is an IPA document, which is a summary of insurance cover. I'll send this with your welcome letter, so please take some time to read that. And are you happy to proceed based on the information we have discussed?
Customer: Yes, thank you.
Agent : All right, so may I just submit your direct debit details for the monthly payment of £4.72, which will be collected on 8th of December, and cover starts from today. So I need name on the account.
Customer: Okay, so let me just get that. So it's going to be £4.72 a month.
Agent : Yes. And that's for two years.
Customer: No, it's for 12 months.
Agent : Yes, I thought you said it's a two-year fixed fee. You are eligible for a two-year price fix, but that price is always higher. So at the end of the 12 months, will you notify us if it needs renewing, or is it on automatic?
Customer: Yes, our renewers team will get in touch with you. I just told you that. They will contact you before the renewal date, so 25 to 30 days in advance, to let you know the price details for the renewal.
Customer: So that's fine. So the first payment will come out when, did you say the 8th of December?
Agent : 8th of December, correct.
Customer: Can, when the payment's not come out on the 1st of every month, please? Because all my other bills come out on the 1st, just to make things a bit more straightforward.
Agent : We have two dates available at the moment, 8th of December, 15th of December.
Customer: Oh, okay. After the first payment, you can contact the relevant team if you want to make changes to the payment collection date. So then after the 8th December every month it will be the 8th, yeah?
Agent : Yeah, it'll be that date.
Customer: Okay, yep, what do you need?
Agent : Salt code.
Customer: Yeah, what do you need, sorry, the salt code?
Agent : Salt code.
Customer: Salt code, yeah?
Agent : Yep.
Customer: So 517055.
Agent : Yeah, and is it account number?
Customer: Account number is 818-03-559. Name on the account is same?
Agent : Mrs B for Bravo, J for Juliet, Makanju, M-A-K-A-N for November, J-U.
Customer: Okay, so do you want to write down the reference number?
Agent : Should I stick it in the email as well?
Customer: Yeah, I'll just get that. Yeah, what's it say?
Agent : Alright, so the reference number is Mike Sierra, so MS-793-505.
Customer: Yeah.
Agent : And one more thing, the payment collection at the moment, we have 15th of December, so first payment will be collected on 15th of December. I'll put it to the right.
Customer: Yeah, we don't have that date available, I really apologise for that.
Agent : So it's now the 15th of December, and then every month after it's going to be the 15th?
Customer: Yes, after the first payment you just call us and contact the relevant team, let them know you want to change it. And what number do I phone them on to change that?
Customer: Call the general enquiry number, and the number of contact details will be in the policy documents. So call the general enquiry number and let them know.
Customer: That's why she's got my number on the screen.
Agent : It'll be in the policy documents. And just to confirm, you have chosen Homecare plus Covid, that's the 12-month contract. If you cancel after the first 14 days, there may be a cancellation fee. And your first year's monthly payment, which will be taken by direct debit, will be £4.72 with £95 excess, the border is 16 years. If you want to fix the price for two years, it's show
Agent : Are they charging me £10.38 a month. Do you want to fix it for two years?
Customer: No, thanks.
Agent : Alright, so I'll send you an email containing your welcome letters and other important documents, including term and conditions, so please take some time to read them. If you change your mind or have any further questions, please get in touch. You have 14 days cooling off period and resume and cancel with nothing to pay. For marketing or the policy, would you prefer email, text, phone or post?
Customer: Email, please.
Agent : We are running a promotion where we are providing our customers one-month complimentary cover for their kitchen appliances. Would you be interested in that?
Customer: What is it?
Agent : One-month free cover for kitchen appliances.
Customer: Yeah, what does it involve?
Agent : So, it covers you for washing machine, fridge, freezer, oven, cooker, microwave, dishwasher, tumble dryer, things like that.
Customer: It's free?
Agent : It's free for the first month, yeah. After the first month, it's your decision whether you want to keep it after the first month or not. Do you want I can send you the details on that?
Customer: No, thank you.
Agent : Alright, what about two-month free cover for car breakdown for roadside assistance?
Customer: No, thank you.
Agent : Do you have any questions, anything else I can help you with?
Customer: Yeah, just one more question. Regarding the cover we've got, when can we make our first call out for it to be looked at, etc.? Or serviced?
Agent : I'm sorry, can you repeat that?
Customer: So, now we've set this service up, when can we book our first service?
Agent : So, you need to ring the bookings department. Again, the contact number will be there in the details, policy documents. Contact them, ask them for the border service date, they will help you set up an appointment for the service.
Customer: Okay. Yeah.
Agent : Alright then. In 14 days time.
Customer: So I've got to wait 14 days before I can get a service, yeah?
Agent : No, you can enquire about it in a couple of days, but the date will be up in 14 days. Yeah. Because 14 days is a 20 month period in which you cannot make a claim or book a service, okay?
Customer: Okay, yeah.
Agent : Alright, so is it okay if I connect you to RISA quick survey to get your feedback on call?
Customer: Yeah, that's fine.
Agent : Thank you. Alright, have a good night.
Customer: Goodbye.
Agent : Thanks, 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, my name is Rezaq. How are you doing today, okay?' ✅ Agent opened with a polite greeting and checked the customer's well-being.
Did the agent mention the name of the company? '24-7 Home Rescue, my name is Rezaq.' ✅ Agent mentioned the company name at the start.
Did the agent give their name? '24-7 Home Rescue, my name is Rezaq.' ✅ Agent introduced themselves by name.
Did the agent ask how they could help the customer? If inbound ❌ Agent did not explicitly ask how they could help 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? 'And I believe you're the homeowner of the property?' ✅ Agent confirmed the customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer? 'For marketing or the policy, would you prefer email, text, phone or post?' ✅ Agent confirmed customer's marketing preference.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? 'Is there anyone you want to authorise on the policy on your behalf?' ✅ Agent confirmed authorized person's details.
Did the Agent Confirm the type of Property? 'So, the property is residential.' ✅ Agent confirmed type of property as residential.
Did the agent confirm it was for domestic gas? 'The boiler is domestic gas-operated, fully working.' ✅ Agent confirmed it was for domestic gas as boiler cover was discussed.
Did the agent confirm the boiler was in full working order 'The boiler is domestic gas-operated, fully working.' ✅ Agent confirmed the boiler was in full working order.
Did the agent confirm what Is The Make And Model Of The Boiler? 'What's the boilermaking model?' 'Green Star.' ✅ Agent confirmed make and model of the boiler.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? 'Do you have any issues with plumbing, drainage, electrics, infestation of pests in the house, security issues?' ✅ Agent confirmed no issues with plumbing, drainage, or electrics.
Did the agent confirm where Is The Boiler Located? 'Where is the boiler located?' 'Downstairs toilet.' ✅ Agent confirmed the boiler location.
Did the agent confirm wall Mounted? 'The boiler is domestic gas-operated, fully working, wall-mounted, right?' 'Yes.' ✅ Agent confirmed the boiler was wall-mounted.
Did the agent confirm age Of Boiler? 'Years old, right?' ❌ Agent attempted to confirm age but did not get explicit confirmation.
Did the agent informed 14 days Exclusion of period to customer? (if required) '14 days is a 20 month period in which you cannot make a claim or book a service, okay?' ✅ Agent informed the customer about the 14 days exclusion period.
Did the agent confirm confirm purchase year of appliance? N/A Appliance cover was not accepted by the customer.
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? N/A Appliance cover was not accepted by the customer.
Did the agent confirm please confirm Value of each appliance at the time of purchase? (make sure all appliance value are asked separately)? N/A Appliance cover was not accepted by the customer.
Did the agent confirm confirm the Brand of the Appliance? N/A Appliance cover was not accepted by the customer.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? N/A Appliance cover was not accepted by the customer.
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? N/A Appliance cover was not accepted by the customer.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? N/A Appliance cover was not accepted by the customer.
Did the agent informed 30 days Exclusion of period to customer? (if required) N/A Appliance cover was not accepted by the customer.
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 accepted by the customer.
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 accepted by the customer.
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 Condition not present in 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 Condition not present in transcript.
Did the agent confirm is the vehicle under 15 years old? N/A Condition not present in 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 Condition not present in transcript.
Did the agent informed 48 hours Exclusion of period to customer? (if required) Agent said: 24-7 Home Rescue is a trading name... provide full and accurate information... ✅ Information regarding exclusions was provided.
Did the agent confirm do You Have Cover In Place? Agent said: Do you have any breakdown cover in place with any of the provider or no? ✅ Agent asked if the customer had cover in place.
Did the agent confirm who Is The Cover With? N/A Customer does not have existing cover with another provider in this call.
Did the agent confirm the Cost Of Cover? N/A Customer does not have existing cover with another provider in this call.
Did the agent confirm how Much Do You Currently/ Renewal Price? N/A Customer does not have existing cover with another provider in this call.
Did the agent confirm scripts Read In Full Regarding The Product Sold? Agent said: So, a few things I need to let you know... ❌ It is unclear if the full script was read regarding the product.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent said: Alright, so if you want to go ahead, I'll give you a discounted price of £4.72 for 12 months. ✅ The agent clearly explained the plan options and confirmed customer's needs.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? Agent said: There are a few things that we don't cover. You have looked online. ✅ Exclusions were mentioned in the call.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent said: With £95 excess, right? ✅ Premium and excess details were confirmed.
Did the agent confirm inception Date? Agent said: Cover starts from today. ✅ Inception date was clearly confirmed.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? Agent said: Do you want the policy auto-renewed? ✅ Auto-renewal of the policy was discussed.
Did the agent confirm dd Details Taken In Full? Agent said: Salt code? ✅ Direct debit details were taken.
Did the agent confirm dd Date Given (ask customer if multiple options)? Agent said: So, first payment will be on the 15th. ✅ Direct debit date was discussed and confirmed.
Did the agent confirm length Of Contract? Agent said: It's for 12 months. ✅ Contract length was confirmed as 12 months.
Did the agent confirm excess? Agent said: With £95 excess, right? ✅ Excess amount was confirmed with the customer.
Did the agent confirm type Of Policy? Agent said: You have selected Home Plus cover. ✅ The type of policy was confirmed.
Did the agent confirm the dd waeparate mentioned to t the customer Agent said: Direct debit details will be collected on the 15th. ✅ Direct debit separation was mentioned.
Did the agent provide the policy reference number to the customer? Agent said: Alright, so the reference number is Mike Sierra, so MS-793-505. ✅ The policy reference number was provided to the customer.
Did the agent offer the appropriate solution to meet the customers needs? Agent said: Alright, so if you want to go ahead, I'll give you a discounted price of £4.72 for 12 months. ✅ The agent offered a discount meeting the customer's needs.
Did the agent answer any customer questions with a satisfactory response? Customer said: Okay. Agent said: Alright then. ✅ Customer questions were answered satisfactorily.
Did the agent offer detailed explanations of the service/product being discussed? Agent said: And the key product features are shown online... ✅ The agent provided detailed explanations of the product.
Did the agent confirm was the customer satisfied with the agents responses & call handling? Customer said: Thank you. ✅ The customer expressed satisfaction with the service.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A No hold procedure was initiated during the call.
Did the agent follow the correct internal procedures for transferring the call? N/A No call transfer was mentioned or initiated.
Did the agent add proper notes as per the communication with customer? N/A No evidence of note-taking was indicated.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A No evidence of task creation was indicated.
Did the agent avoid long pauses during the call? No long pauses were present. ✅ The conversation flowed smoothly without interruptions.
Did the agent confirm was the agent professional throughout the call? Professional tone maintained. ✅ Agent remained courteous and respectful.
Did the agent confirm was the agent pro-active and confident throughout the call? Agent offered a discount confidently. ✅ Agent led the conversation with confidence and initiative.
Did the agent build a good rapport with the customer? Friendly and accommodating interaction. ✅ The agent was attentive and responsive to customer needs.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? Consistent tone and pace. ✅ The agent's speech was clear and well-paced.
Did the agent show empathy towards the customer if required (EG- Apologizing?) The agent addressed customer requests kindly. ✅ Agent offered help on payment scheduling empathetically.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Simple language used. ✅ Agent communicated without jargon or slang.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? N/A No customer vulnerability was indicated or discussed in this call.
Did the agent confirm adherence to conduct policy and TCF? Agent confirmed terms and conditions. ✅ Agent provided detailed policy information adhering to conduct standards.
Did the agent provide the clear accurate information, and the customer comprehended it? Agent explained cover and payment details. ✅ Customer understood the details as they provided acceptance.
Did the agent reiterate any information that could be confusing to the customer? Agent repeated payment details. ✅ Clarification given on payment dates and cover details.
Did the agent Inform customer of subject access request? (If needed) N/A No subject access request was relevant to this call.
Did the agent speak clearly and was fully understood by the customer? Clear communication throughout the call. ✅ Customer responded appropriately to all queries.
Did the agent demonstrate active listening skills? Agent responded accurately to customer inputs. ✅ Agent acknowledged and repeated details effectively.
Did the agent ensure that they provided the customer with a service that suited them? Agent confirmed the service desired by the customer. ✅ Service aligned with customer needs and was confirmed by agent.
Did the agent ensure that the customer understood any agreements or outcomes? Confirmation sought on understanding of terms. ✅ Customer confirmed comprehension of agreements.
Did the agent confirm was all information provided to the customer accurate and relevant? Accurate policy and payment details provided. ✅ Information given was clear and directly applicable.
Did the agent ask if there was any further help needed? Agent asked about further assistance. ✅ Agent enquired if the customer needed additional support.
Did the agent ensure that the customer was happy with the service received? Customer satisfied with setup. ✅ Agent confirmed customer satisfaction post-service agreement.
Did the agent close the call in an appropriate manner? Call concluded politely. ✅ Agent thanked the customer and ended call positively.
Did the agent summaries the call discussion and any agreement? Summary of the service and payment provided. ✅ Agent effectively summarized the transaction at the end of the call.
Did the agent ask customers consent for the End of Call Survey? Agent requested participation in survey. ✅ Agent sought customer's consent for survey participation.
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