Call Details

ID10902
File20251127-191211_07957654580-all.mp3
DepartmentNEWBUS
UserRaman Mukesh
Detected2025-11-27 19:12:11
Audio

Analysis Summary

Summary
The call involved a discussion about boiler cover with 24-7 Home Rescue. The agent provided information on cover options and attempted to address the customer's concerns regarding pricing and auto-renewal. However, the customer expressed dissatisfaction with the terms, particularly concerning free cover and appliance coverage. Despite attempts to resolve the concerns, the customer ended the call feeling unhappy.
QA Summary
Agent Sentiment 😐 Neutral
Customer Sentiment 😟 Unhappy
Resolved ✖ No
Compliant ✖ No

Transcript

Agent : Hello. Is it Ms. Kamala I'm speaking with?
Customer: Can I ask you who I'm talking to?
Agent : This is Raman from 24-7 Home Rescue. You were browsing on Compare the Market, and I'm calling to offer you a discount.
Customer: I've looked at your site. My boiler is two years old, and I found a quote for 33.24.
Agent : What is the name of the cover?
Customer: It's my heating.
Customer: You're offering isn't competitive.
Agent : I can offer you the cover at 3.16.
Customer: I can get 2.77 a month on Compare the Market.
Agent : Some features require a call, like opting out of auto-renewal.
Customer: Why do I think it's not acceptable to go through Compare the Market?
Agent : It's acceptable, but some things like auto-renewal cannot be done online.
Customer: I don't want auto-renewal. Can you do better than 2.77?
Agent : The website price is higher, but we offer discounts.
Customer: I understand that. I have a disability.
Agent : Sorry to hear that, God bless you with good health. I'll set your account on high priority and opt out of auto-renewal.
Customer: Okay, that's fine, because I can't really have no heating in the house. So, yes, so I think that's it really. Now, I've put it down as £95 per month, sorry £95 a year, sorry, start again.
Agent : We do have options like for the excess £45, £75 if you want.
Customer: It's a brand new boiler, it's only two years old, but I'm doing it more as an insurance.
Agent : If you want I can tell you I have all the details in front of me.
Customer: Can you send me a copy of the policy that I'm looking at and then I will...
Agent : I did email you. I am available till 8 today. Customer: You're totally right. Exactly. That looks like a fairly reputable company email. So, that's that.
Agent : er, dot D-E-V for victory, I for India. You probably have it. You've sent it me. Yeah. That's ipad.com. Perfect. Ahem. Oh, dear. Huh. Wait. Wait. And, ma'am, do you want me to keep the same number in case for an emergency ending with 0582?
Customer: Yes, please.
Agent : Perfect. And now, can you confirm...
Customer: Sorry? That's the only number I've got. That's the only telephone number I've got.
Agent : Perfect. And now, can you confirm your date of birth, ma'am?
Customer: 28-06-65. 28-05-68. No, 65. 65, sorry. 28-06-1965.
Agent : Perfect. And now, can you confirm the property postcode with the person of address?
Customer: 17-17 Hawkins Avenue. And the postcode? Sierra-November-7-8-Foxtrot-Yankee.
Agent : Perfect. So, ma'am, now can you confirm me this is your residential property, you are the homeowner of this property, and the boiler is gas-domestic, fully working, wall-mounted boiler.
Customer: The boiler is what, sorry?
Agent : The boiler is gas-domestic, fully working, wall-mounted boiler.
Customer: Did you say gas-domestic?
Agent : Yeah. Like it's operated on the natural gas, and it's fully working, mounted on a wall.
Customer: Yes, it is.
Agent : Perfect. And this is your residential property, you are the homeowner.
Customer: I am.
Agent : Perfect. So, ma'am, I just need to let you know that 247 Home Rescue is a trading name of 247 Homelessness Limited, who are authorized and regulated by the Financial Conduct Authority.
Agent : is underwritten by Abolition Insurance Company Limited. It's important that you provide full and accurate information. This helps us to arrange your cover and to support you when you need us. For details of how we use your information and to view our privacy policy, please visit 247homerescue.co.uk. And one final thing, we record all of our calls to help us improve how we support our customer. Okay. Now, can you confirm, ma'am, where's the boiler located in the house?
Customer: It's located in the utility room.
Agent : In the utility room?
Customer: Mm-hmm. Utility room.
Agent : So it's in the utility next to the kitchen.
Customer: In the utility room next to the kitchen?
Agent : Yeah. They're usually attached anyway, the utility rooms.
Agent : Okay. Just give me a second. All right, so the make you have mentioned is ideal. Do you know the model of it?
Customer: I do. Where did I put that? Oh, ta-da. I had it a minute ago. Just a minute.
Agent : All right. Ma'am, if you don't find it, that's fine. You can update us within 14 days by call, or by e-mail, or otherwise, when our engineer will visit your property, he will update us with the boiler model.
Customer: Hello?
Agent : Hello? Hello?
Customer: Hi. Yes, ma'am, I'm here.
Customer: It's Logic Combi. Yeah.
Agent : ESP1, space 35. [missed speech].
Customer: Yeah, it's not 135. It's got ESP, and then it says 35.
Agent : Yeah, so the make is ideal, and the model is Logic Combi ESP135. Yeah, but there's a space after the one. I don't know.
Agent : Yeah, exactly, ma'am. I have the model in front of me. Don't worry. I've selected the right one. Now, can you confirm me the boiler? You say it's two years old, yeah?
Customer: It is.
Agent : And do you have any existing cover in place?
Customer: No.
Agent : Perfect. And as your new joining customer, ma'am, we are even offering a free cover for the kitchen appliances. So do you have any appliances under seven years old in the house, like a fridge freezer, tumble dryer, dishwasher, washing machine?
Customer: I do, but I don't want to put any cover on them.
Agent : Well, it's a free cover. Oh, it's free? You can check the CPR. So do you have a fridge freezer?
Customer: I have a Siemens fridge freezer.
Agent : Is it American-style fridge freezer or the standard one?
Customer: It's the standard fridge freezer, not American. And I bought it in two. Yeah? I don't know. When did I buy it? So my fridge freezer I bought in, um, I'll ask you when I come on that part.
Customer: Do you have a dishwasher?
Customer: I do have a dishwasher.
Agent : Do you have a washing machine? Yeah.
Customer: Do you have a washing machine and do you have a tumble dryer?
Customer: No.
Agent : You don't have a tumble dryer. And hob, is it electric or gas?
Customer: What? Sorry, is it electric or gas? The hob.
Customer: The hob is gas.
Agent : And the oven, is it electric or gas?
Customer: I think... I think it's... The oven.
Customer: I know, I'm just trying to remember. It seems like you haven't used it. I have used it, but I think... Is it like combined, it operates on both of the things?
Customer: It might be combined, I don't know, to be honest with you. I have used the hob and that is gas, so it's probably gas, isn't it?
Customer: The oven is also... and the hob and oven, these are like two separate appliances? Or they are combined?
Customer: Yes. They are separate. I think they are separate. The hob is on top of the oven, but they are separate appliances. They have been put into the kitchen. It's a new... this is a show home of a company. Ex-show home.
Agent : Perfect, perfect. And the oven is also gas, yeah? Operates on gas.
Customer: I think it is. Let me just double check. I think it is, but I'm not totally sure whether the oven is actually gas or electric. I think it's a fan assisted oven. Not my problem, but let me just see if a flame comes on. I can't remember. Let's have a look. Right, I can't see a flame, so I reckon this is electric. Electric?
Customer: Yeah, I can't see a flame. Hang on. No, the oven is electric. The hob is gas and the oven is electric.
Agent : And do you have microwaves?
Customer: I do.
Agent : Perfect. And do you have any separate chest freezers, any of the separate fridges, any of the separate appliances?
Customer: No.
Agent : Perfect. So now I would need just a rough purchase year and the purchase right in the make of these appliances. So what do you say for the fridge freezer? Would it be bought in 2019, 2020, 2021, 2022, 2023, 2024, 2025?
Customer: Right. Well, first of all, before we go into all of this, if this is going to cost me, I'm not interested.
Agent : Well, it's a one month, I can tell you, ma'am, it's a one month free cover in which you can take the features, compare the prices.
Customer: I don't want one month. Can I just stop it here? I don't want one month free cover and then to pay for all these appliances afterwards. So I'm going to just stop it here. It's a free cover. We are not charging you anything for the fourth month.
Customer: And then you're charging me free cover for one month and then you're going to charge me. I'm not interested. If you don't like it, you can simply cancel it within a month.
Customer: No, I'm not interested. Which bit of that you don't understand? I am not interested.
Agent : No problem. No problem, ma'am. That's fine.
Customer: I'm not interested in one month free cover and then paying for all the other appliances.
Agent : I got it. Now, just to confirm that you have chosen my heating cover, so the key product features that you don't like. Can I make it very clear?
Customer: Yeah, remove it. I'm not interested in the appliance cover. Yeah, exclude it.
Agent : I'll exclude it. Right. The key product features are shown online to keep our products affordable. There are also some things that we don't cover. Have you looked online? Are you happy to understand these features and exclusions?
Customer: Yes, I've seen that. Yeah. Perfect.
Agent : So you have chosen my heating cover. This includes the annual boiler service, boiler breakdown, central heating system, eligible for two-year price fix. So we will send you the full terms and conditions, so please take some time to look at these. And if anything isn't clear, please get in touch. You have chosen my heating cover. Prices on Compare the Market is £3.95 with £95 excess, but I can offer you in just £2.77 with £95 excess.
Customer: Yeah. And now, thank you. We are nearly finished, but there are a few things I need to say. If there are any changes to your contact information, address or boiler, please let us know. No. This will help us to confirm that 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 a reasonable step to limit any further damage. If our engineer recommends improvement to fix an underlying problem, it's your responsibility to make them. If you don't, but continue to make claims caused by the same problem, we will not be able to cover them. So if there are any changes to your contact information, address or boiler, please let us know.
Customer: you stay the last few minutes? Sorry, can you slow down? Because this is what insurance companies do. So to talk properly, so I can understand what you're saying.
Agent : Yeah. So if our engineer recommends...improvement to fix an underlying problem, it's your responsibility to make them. If you don't but continue to make claims caused by the same problem, we may not be able to cover them. If there are any changes to your contact information, address or boiler, do let us know.
Customer: No authorisation, perfect.
Agent : And as I can see, you want to start this cover from 1st of December.
Customer: I do. Well, I can, I haven't got any cover at the moment and I just, I can remember the 1st of the month, so I just decided to do the 1st of December.
Agent : Right, that's fine, ma'am...Your cover will start from 1st of December 2025.
Customer: No, it won't renew automatically because I've opted it not to renew. I'll opt out. So, I want you to send me another quote highlighting that I'm out of auto-renewal...
Agent : Ma'am, the opt-out thing doesn't state on the documents because the documents...
Customer: Can you send me another quote, please, saying that auto-renewal is opted out...
Agent : I have opt-out auto-renewal...Now, it's fine for you?
Customer: Well, I don't mean to be funny, but you're the one that actually gave me the wrong information...
Agent : Right. But I have opt-out. So, don't worry.
Customer: Well I actually was going to pay for this by credit card...
Customer: Can you tell me about the one-off annual payment?
Agent : You can fix the price for two years at six pounds and nine pence, or keep it at two pounds 27.
Customer: I'll review it again next year.
Agent : I'll send an email with your documents.
Agent : There's a 14 days cooling off period.
Customer: Email, please.
Agent : Your account is set as higher priority due to your medical condition.
Customer: Will the rates be honored?
Agent : Two pounds 77 is for 12 months. Fixing it for two years costs six pounds and nine pence monthly.
Customer: I'll leave it at 33 pounds 24.
Agent : I've set the account. Would you be interested in free cover?
Customer: No, I have roadside assistance.
Agent : I'll connect you to a survey.
Customer: No, I'm fine thank you.
Agent : Nice talking to you. Take care.

Per-rule Checks

Check Name Evidence Passed Details
Did the agent open the call politely and with a welcome greeting? Agent said: Hello. Is it Ms. Kamala I'm speaking with? ✅ Agent started the call with a greeting.
Did the agent mention the name of the company? Agent said: This is Raman from 24-7 Home Rescue. ✅ Agent mentioned the company name right away.
Did the agent give their name? Agent said: This is Raman from 24-7 Home Rescue. ✅ Agent provided their name during the introduction.
Did the agent ask how they could help the customer? If inbound ❌ Agent did not explicitly ask how they could help.
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? Agent said: And this is your residential property, you are the homeowner. ✅ Agent confirmed customer as the homeowner.
Did The Agent Confirm Marketing Preference From Customer? ❌ No confirmation of marketing preference was found.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? Agent confirmed the phone number with the customer. ✅ Phone number was confirmed with the customer.
Did the Agent Confirm the type of Property? Agent confirmed the property as residential. ✅ Type of property was confirmed with customer.
Did the agent confirm it was for domestic gas? Agent confirmed boiler as gas-domestic. ✅ The condition was present and the rule was met.
Did the agent confirm the boiler was in full working order Agent: '...fully working, wall-mounted boiler.' ✅ Agent confirmed it was in full working order.
Did the agent confirm what Is The Make And Model Of The Boiler? Customer confirmed Logic Combi ESP135 model. ✅ The condition was present and customer provided model details.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? ❌ The condition was present but no evidence of checking for other issues.
Did the agent confirm where Is The Boiler Located? Customer said the boiler is in the utility room. ✅ Condition present, and the location was confirmed.
Did the agent confirm wall Mounted? Agent confirmed the boiler was wall-mounted. ✅ Condition was satisfied by agent’s confirmation.
Did the agent confirm age Of Boiler? Customer mentioned the boiler is two years old. ✅ Condition present and age was confirmed.
Did the agent informed 14 days Exclusion of period to customer? (if required) Agent mentioned a 14 days cooling off period. ✅ Agent informed the customer about the exclusion period.
Did the agent confirm confirm purchase year of appliance? ❌ Condition present but no purchase year 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? ❌ Condition present but no confirmation of working order.
Did the agent confirm please confirm Value of each appliance at the time of purchase? (make sure all appliance value are asked separately)? ❌ Condition present but no confirmation of appliance value.
Did the agent confirm confirm the Brand of the Appliance? ❌ Condition present but no confirmation of appliance brand.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? ❌ Condition present but not confirmed as required.
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? ❌ Condition present but age of appliance not confirmed.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? ❌ Condition present but usage not confirmed.
Did the agent informed 30 days Exclusion of period to customer? (if required) ❌ Condition present but exclusion period not mentioned.
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 Condition not present as 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 Condition not present as 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 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) N/A Not applicable in available transcript.
Did the agent confirm do You Have Cover In Place? Agent said: And do you have any existing cover in place? Customer said: No. ✅ The agent confirmed the customer does not have existing cover.
Did the agent confirm who Is The Cover With? N/A Customer does not have existing cover with another provider.
Did the agent confirm the Cost Of Cover? N/A Customer does not have existing cover with another provider.
Did the agent confirm how Much Do You Currently/ Renewal Price? N/A Customer does not have existing cover with another provider.
Did the agent confirm scripts Read In Full Regarding The Product Sold? ❌ No clear evidence of full script reading in transcript.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent explained the product features and exclusions. ✅ Agent provided product details aligning with customer needs.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? Agent discussed exclusions and product features. ✅ Agent informed the customer about exclusions.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent provided pricing information: £2.77 with £95 excess. ✅ Monthly premium and excess details were given.
Did the agent confirm inception Date? Customer said: I want to start this cover from 1st of December. ✅ Inception date confirmed as 1st of December.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? Customer: I've opted it not to renew. ✅ Agent discussed and confirmed auto-renewal preference.
Did the agent confirm dd Details Taken In Full? ❌ No evidence of direct debit details collected.
Did the agent confirm dd Date Given (ask customer if multiple options)? N/A Direct debit not discussed.
Did the agent confirm length Of Contract? ❌ No explicit confirmation of contract length.
Did the agent confirm excess? Agent provided £95 excess detail. ✅ Excess amount was communicated.
Did the agent confirm type Of Policy? Agent confirmed the 'My Heating' cover type. ✅ Policy type was discussed and confirmed.
Did the agent confirm the dd waeparate mentioned to t the customer N/A Not specific to conducted actions.
Did the agent provide the policy reference number to the customer? N/A No reference number provided in transcript.
Did the agent offer the appropriate solution to meet the customers needs? Agent offered tailored boiler cover. ✅ Agent provided a solution aligned with customer’s needs.
Did the agent answer any customer questions with a satisfactory response? Agent answered queries about boiler cover and pricing. ✅ Customer queries were addressed satisfactorily.
Did the agent offer detailed explanations of the service/product being discussed? Agent explained cover options and exclusions. ✅ Detailed explanations were provided.
Did the agent confirm was the customer satisfied with the agents responses & call handling? N/A Customer satisfaction not clearly confirmed.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A No hold procedures occurred.
Did the agent follow the correct internal procedures for transferring the call? N/A No call transfer occurred.
Did the agent add proper notes as per the communication with customer? N/A Transcript does not confirm note-taking.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A Task creation not discussed.
Did the agent avoid long pauses during the call? No significant pauses detected. ✅ The conversation flowed without noticeable long pauses.
Did the agent confirm was the agent professional throughout the call? Agent maintained a professional tone throughout. ✅ The agent provided information and assistance professionally.
Did the agent confirm was the agent pro-active and confident throughout the call? Agent confidently explained cover details. ✅ The agent proactively addressed concerns and questions.
Did the agent build a good rapport with the customer? Little attempt to establish rapport beyond basic communication. ❌ The agent focused on transaction details rather than building rapport.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? Customer requested to slow down multiple times. ❌ The customer expressed difficulty in understanding due to agent's pace.
Did the agent show empathy towards the customer if required (EG- Apologizing?) Agent expressed empathy towards the customer's disability. ✅ The agent acknowledged and expressed goodwill for the customer's health issue.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Used terms like 'gas-domestic' but explained when needed. ✅ The agent avoided excessive jargon and explained necessary terms.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? Account was marked as high priority due to disability. ✅ The agent took appropriate steps considering the customer's vulnerability.
Did the agent confirm adherence to conduct policy and TCF? Agent provided legal and conduct info. ✅ The agent shared necessary compliance information.
Did the agent provide the clear accurate information, and the customer comprehended it? Customer asked for clarification multiple times. ❌ Customer expressed confusion and asked for repeated explanation.
Did the agent reiterate any information that could be confusing to the customer? Clarified auto-renewal terms multiple times. ✅ Agent repeated details about opt-out and terms as requested.
Did the agent Inform customer of subject access request? (If needed) N/A No indication that a subject access request was needed in this conversation.
Did the agent speak clearly and was fully understood by the customer? Customer requested slower speech. ❌ The pace affected customer's understanding at times.
Did the agent demonstrate active listening skills? Agent responded accurately to customer queries. ✅ Agent answered questions based on customer input.
Did the agent ensure that they provided the customer with a service that suited them? Customized the offer by removing unwanted cover. ✅ Agent tailored service by acknowledging customer preferences.
Did the agent ensure that the customer understood any agreements or outcomes? Clarified matters due to customer confusion. ❌ The customer showed signs of not fully understanding the terms.
Did the agent confirm was all information provided to the customer accurate and relevant? Agent provided accurate policy details. ✅ The information given was accurate and matched the customer's inquiries.
Did the agent ask if there was any further help needed? Agent did not ask. ❌ No explicit query for additional customer needs was made.
Did the agent ensure that the customer was happy with the service received? Customer expressed dissatisfaction with cover terms. ❌ The customer was unhappy with the additional cover suggestions.
Did the agent close the call in an appropriate manner? Agent ended the call with pleasantries. ✅ The closing tone was polite and professional.
Did the agent summaries the call discussion and any agreement? Agent summarized the key terms before call end. ✅ A brief summary of cover terms was provided.
Did the agent ask customers consent for the End of Call Survey? Agent offered a survey. ✅ The agent asked about participation in a survey.
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