Call Details

ID10905
File20251130-155704_07852664542-all.mp3
DepartmentNEWBUS
UserSuhema
Detected2025-11-30 15:57:04
Audio

Analysis Summary

Summary
The agent assisted the customer in setting up a boiler cover policy, confirming details such as property type and boiler condition. They also discussed a promotion for appliance coverage, which the customer declined. The agent ensured all necessary information was provided, and the call concluded with setting up the policy.
QA Summary
Agent Sentiment 😊 Happy
Customer Sentiment 😊 Happy
Resolved ✔ Yes
Compliant ✖ No

Transcript

Agent : Hello? Hi, this is Suhaima from 247 Home Rescue. How are you today? You okay?
Customer: Yeah, alright. You?
Agent : I'm doing wonderful. Thank you for asking. I believe you visited our website a couple of days ago looking for our boiler cover. So I'm calling you to offer to see if you're still looking.
Customer: I am.
Agent : Right. Are you looking for a rental property or you're looking for a residential one?
Customer: Residential.
Agent : And how old is your boiler right now?
Customer: I'd say about 10 years.
Agent : 10 years, right. You're just looking to get the boiler covered or you want to add central heating system or plumbing, drains, electrics as well?
Customer: All of it, yeah.
Agent : Oh, okay. I can offer you the My Home Plus cover. That will include your boiler service, boiler breakdown, central heating system, plumbing, drains, electric security, pest control. All of that is going to be included. And I can offer four access options to you, which is zero, £45, £75 or £95. Which access would you prefer?
Customer: Is that monthly?
Agent : No, no. That's the call-out option I've given you.
Customer: Oh, sorry.
Agent : Either call-out, £45, £75 or £95. What's the option between zero and £45?
Customer: If you do no access, the monthly price after the discount is going to be, just a minute, £21.59. And if you do £45 access, the monthly price will be £17.99.
Customer: So, zero then?
Agent : Sure. You want to start today straight away?
Customer: Yes, please.
Agent : Sure, I'll start it today. Just want to confirm this is your residential property and you are the homeowner, right?
Customer: I am.
Agent : Can I get your name and email, please?
Customer: Nathan Tait. Tait is T-A-I-T.
Agent : Yep, got it. And then, sorry, what do you need?
Customer: Email.
Agent : So, it will be Tango India Bravo Cleaning Number 1 at gmail.com And the phone number and the policy, that's going to be the one we're talking on, ending with 542.
Customer: That's it.
Agent : What's your date of birth?
Customer: The 14th of the 5th
Agent : Yep.
Customer: 1976
Agent : And the postcode?
Customer: November 12th 3 Papa Yankee 3 Papa Yankee
Customer: Do you cover my boiler, though? What's they make as a model?
Agent : It's a Viner, it's like red, and it's, well, the writing's red. It begins with V.
Customer: Is that a Wiseman?
Customer: That's it.
Agent : Yeah, we do cover Wiseman boilers.
Customer: Yeah, perfect, perfect. Because I went to a few other companies and they said they didn't cover them.
Agent : That's a domestic gas boiler and wall-mounted, right?
Customer: Yeah, it's wall-mounted, it's Convy boiler.
Agent : That's perfect, yeah, we do cover those boilers. Perfect. And what's the door number?
Customer: Number 11.
Agent : Right, that's number 11, Horserown Avenue, right?
Customer: That's correct.
Agent : Perfect. And you are the homeowner, this property is used for residential purposes only, right?
Customer: It is.
Agent : Awesome. I just need to let you know that 247 Home Rescue is a trading name of 247 Home, as it's limited, who are authorized and regulated by the Financial Conductor Authority. Our 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 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 re-record all of our calls to help us improve how we support our customers. Now, the boiler in this property, it is fully working, domestic gas and mounted on a wall, correct?
Customer: That's correct, yeah, I've never had any problem with that ever.
Agent : That's good. Where is it located in the house?
Customer: It's under the stairs cupboard.
Customer: Under the stairs cupboard, the maker's wise man. Do you know the model by any chance?
Customer: No.
Agent : That's okay. It's a big white one.
Agent : Okay, I can find it later.
Customer: Yeah, I can't get into it because there's too much stuff in the way.
Agent : That's fine. If you find it later on, you can update it via app caller email within the next 14 days. Otherwise, whenever the engineer is going to visit the property for the service or repair they will update you furthermore.
Customer: Okay, yeah.
Agent : And in the property you don't have any issues with your plumbing, drains, electric, security and pest in the house, right?
Customer: No, not at this present time.
Agent : Right, do you have any cover with any other provider or no cover at all?
Customer: I have no cover at all.
Agent : Right, so you'll be covered for boiler service, boiler breakdown, central heating system, plumbing, drains, home electrics, home security, pest control, eligible for a two-year price in Parks and Neighbours included, no excess on the policy whatsoever. Monthly price will be £21.59, okay?
Customer: Perfect.
Agent : Awesome. That's better price than the internet.
Customer: That is correct, since we're running some promotion and there is even one more promotion where we can offer some more discount to you. Basically we're providing a month free cover for all of your kitchen appliances, like for your washing machine, refrigerator, dishwasher, things like that. So if you have any appliance, we can provide you a free cover for all of your kitchen appliances. And if you do go for just a free month cover for the appliances too, we can also give you some more discount on your boiler policy. Instead of £21.59, we can drop that down to £16.50 for the next 12 months. And for the appliance, it's your decision after the month. If you like to continue, you can do that. Otherwise, you can simply cancel at any point within the free trial if you don't wish to keep it moving forward. You can still enjoy the discount on your boiler policy for £16.50 for the whole year, whether you keep your appliances after the free trial or whether you decide to discontinue within the free trial. So that's the best part. So what do you think?
Customer: So how much is the appliance one then?
Agent : After the month?
Customer: Sure, I can tell you. Could you confirm, do you have a fridge freezer combined or separate?
Customer: So I've got a small fridge in the kitchen, I've got a fridge freezer in the garage, I've got the washing machine, I've got a dishwasher and I've got a cooker.
Agent : Right, do you have a tumble dryer?
Customer: Yes.
Agent : Right, the oven you have, is that electric or gas?
Customer: Gas.
Agent : Same for the hot gas, yeah?
Customer: Yeah.
Agent : Do you have a microwave?
Customer: I do.
Agent : Any other chest freezer or separate fridge apart from the one that you just mentioned?
Customer: No.
Agent : Right. And we cover appliances less than seven years old, so can I put them as under seven years old?
Customer: I would say no, the cooker is about 12, 13 years old to be fair.
Agent : Apart from the cooker, others would be under seven?
Customer: I would say no, you know, if I'm going to be honest.
Agent : So probably won't go with that one.
Customer: Right, okay.
Agent : So none of them, did you replace anything recently?
Customer: Not really, no.
Agent : No, so we won't bother with that one. That's fine, we can just go ahead with 2159. Now the key product features of our policies are shown online to keep our products affordable. A few things we don't cover, I'm sure you have looked online and you are happy with the policy features, exclusions, the prices, you're happy with everything we've discussed, right?
Customer: Yeah.
Agent : Awesome, we're nearly finished now, there's just a few more things I have left to say. If there is any changes to your contact information, address or boiler, please let us know. 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 reasonable steps to limit any further damage. If our engineer recommends improvements to fix any 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 that. Now, shall we start your policy today, tomorrow, which day shall we start?
Customer: Today, please.
Agent : Today, perfect. Policy starts today, it will continue for 12 months from your start date and will renew automatically. You can change this at any time by contacting us. We also contact you as well before the renewal date to give you all the relevant information. Our terms and conditions will provide everything you will need including how to get in touch or how to make a complaint. There is also an IPI document which is a summary of your insurance cover.
Customer: Can I have that by post, please?
Agent : I'll create a request in the team to post you the policy documents.
Customer: Right.
Agent : They'll send an IPI document with your welcome letter via email and post.
Customer: Sure.
Agent : I'll need the short code and account number.
Customer: One, two, three, four.
Agent : Could you repeat the short code?
Customer: 60-83-71.
Agent : Account is 69-63-36-31. Name?
Customer: Nathan Tate.
Agent : So payments start from today. Do you want the policy number via email?
Customer: Email is fine.
Agent : Email was provided as tibcleaning1@gmail.com.
Customer: That's correct.
Agent : It's a 12-month contract. You can access documents online. No cancel fee in the first 14 days.
Customer: Got it, thanks.
Agent : Marketing preferences?
Customer: Text or email.
Agent : Authorise anyone to speak on your behalf?
Customer: Sharon Nichols.
Agent : What's her phone number?
Customer: 07973-151602.
Agent : I've authorised Sharon on the policy.
Customer: Thank you.
Agent : Interested in car breakdown cover?
Customer: No, all sorted.
Agent : Anything else?
Customer: No, that's fine.
Agent : Are you happy to complete a survey?
Customer: Yeah, of course.
Agent : Enjoy the rest of your day.
Customer: You too, bye now.

Per-rule Checks

Check Name Evidence Passed Details
Did the agent open the call politely and with a welcome greeting? Hello? Hi, this is Suhaima from 247 Home Rescue. How are you today? You okay? ✅ The agent opened the call politely with a greeting.
Did the agent mention the name of the company? Hi, this is Suhaima from 247 Home Rescue. ✅ The agent mentioned 247 Home Rescue.
Did the agent give their name? Hi, this is Suhaima from 247 Home Rescue. ✅ The agent provided her name.
Did the agent ask how they could help the customer? If inbound I believe you visited our website a couple of days ago looking for our boiler cover. ✅ The agent identified the customer's needs.
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? Just want to confirm this is your residential property and you are the homeowner, right? Customer said: I am. ✅ The agent confirmed the customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer? Marketing preferences? Customer said: Text or email. ✅ The agent asked and confirmed marketing preferences.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? Authorise anyone to speak on your behalf? Customer said: Sharon Nichols. ✅ The agent confirmed the authorized person's name.
Did the Agent Confirm the type of Property? Just want to confirm this is your residential property and you are the homeowner, right? ✅ The property type was confirmed as residential.
Did the agent confirm it was for domestic gas? That's a domestic gas boiler and wall-mounted, right? ✅ Agent confirmed the use of domestic gas boiler.
Did the agent confirm the boiler was in full working order Boiler in this property, it is fully working, domestic gas and mounted on a wall. ✅ Agent confirmed boiler was in full working order.
Did the agent confirm what Is The Make And Model Of The Boiler? Agent said: It's a Viner, Customer said: Is that a Wiseman? ✅ Customer confirmed the make of the boiler.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? In the property you don't have any issues with your plumbing, drains, electric, security and pest in the house, right? ✅ Agent confirmed there were no issues with plumbing or electrics.
Did the agent confirm where Is The Boiler Located? Where is it located in the house? Customer said: It's under the stairs cupboard. ✅ Location of the boiler was confirmed.
Did the agent confirm wall Mounted? That's a domestic gas boiler and wall-mounted, right? ✅ Agent confirmed the boiler was wall-mounted.
Did the agent confirm age Of Boiler? And how old is your boiler right now? Customer said: I'd say about 10 years. ✅ The age of the boiler was confirmed.
Did the agent informed 14 days Exclusion of period to customer? (if required) No cancel fee in the first 14 days. ❌ Agent mentioned no cancel fee but not explicitly the 14 days exclusion period.
Did the agent confirm confirm purchase year of appliance? So can I put them as under seven years old? Customer said: I would say no, the cooker is about 12, 13 years. ❌ The purchase year of appliances was discussed but not fully confirmed for all.
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 discussed, but not confirmed due to none qualifying for cover.
Did the agent confirm please confirm Value of each appliance at the time of purchase? (make sure all appliance value are asked separately)? None of them, did you replace anything recently? Customer said: Not really, no. ❌ Appliance values were not confirmed.
Did the agent confirm confirm the Brand of the Appliance? Could you confirm, do you have a fridge freezer combined or separate. ❌ Brands were discussed but not confirmed.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? Nothing stated regarding maintenance or installation as per manufacturer's instructions. ❌ No information on adherence to manufacturer instructions was provided.
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? I would say no, the cooker is about 12, 13 years old. ❌ The appliances were discussed, but seen as unqualifying.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? So none of them, did you replace anything recently? Customer said: Not really, no. ❌ Use in a private home was not confirmed due to disqualification for cover.
Did the agent informed 30 days Exclusion of period to customer? (if required) N/A Appliance cover was not taken; hence no need for exclusion information.
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 discussed.
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 discussed.
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 discussed.
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 discussed.
Did the agent confirm is the vehicle under 15 years old? N/A Car breakdown cover was not discussed.
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 discussed.
Did the agent informed 48 hours Exclusion of period to customer? (if required) N/A This exclusion period was not discussed.
Did the agent confirm do You Have Cover In Place? Do you have any cover with any other provider or no cover at all? Customer said: I have no cover at all. ✅ Agent confirmed no cover in place with other providers.
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? Key product features of our policies are shown online. ✅ Agent confirmed the customer was aware of policy details online.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? We also contact you as well before the renewal date to give you all the relevant information. ✅ Agent explained plans and terms as per customer needs.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? A few things we don't cover, I'm sure you have looked online and you are happy. ✅ Exclusions were implied and understood.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Monthly price will be £21.59, okay? ✅ The monthly premium was clearly discussed.
Did the agent confirm inception Date? Shall we start your policy today, tomorrow, which day shall we start? ✅ The inception date was confirmed with the customer's agreement.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? Policy starts today, it will continue for 12 months and will renew automatically. ✅ Agent confirmed and informed the customer about auto-renewal.
Did the agent confirm dd Details Taken In Full? Account is 69-63-36-31. ✅ Direct debit details were taken.
Did the agent confirm dd Date Given (ask customer if multiple options)? Payments start from today. ✅ Direct debit start date was confirmed.
Did the agent confirm length Of Contract? It's a 12-month contract. ✅ Length of the contract was confirmed.
Did the agent confirm excess? I can offer four access options to you, which is zero, £45, £75 or £95. ✅ Excess options were clearly communicated.
Did the agent confirm type Of Policy? Offer you the My Home Plus cover. ✅ Type of policy, My Home Plus cover, was confirmed.
Did the agent confirm the dd waeparate mentioned to t the customer ❌ The rule is unclear and evidence was not available.
Did the agent provide the policy reference number to the customer? Do you want the policy number via email? ❌ Policy reference number was not explicitly provided during the call.
Did the agent offer the appropriate solution to meet the customers needs? Customer confirmed they were happy with the price and coverage options. ✅ Appropriate solutions were offered and accepted.
Did the agent answer any customer questions with a satisfactory response? Agent answered customer inquiries about products and prices. ✅ All questions were addressed satisfactorily.
Did the agent offer detailed explanations of the service/product being discussed? Details about the My Home Plus cover and options were thoroughly explained. ✅ Detailed explanations were provided.
Did the agent confirm was the customer satisfied with the agents responses & call handling? Are you happy to complete a survey? ✅ Customer agreed to complete a survey, indicating satisfaction.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A The call did not involve putting the customer on hold.
Did the agent follow the correct internal procedures for transferring the call? N/A The call did not involve transferring.
Did the agent add proper notes as per the communication with customer? N/A Internal note-taking procedures were not mentioned.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) I'll create a request in the team to post you the policy documents. ✅ Agent followed through on customer request for posted documents.
Did the agent avoid long pauses during the call? Agent maintained a consistent flow of conversation. ✅ No long pauses were detected.
Did the agent confirm was the agent professional throughout the call? Agent handled all queries professionally. ✅ Professionalism was consistently observed.
Did the agent confirm was the agent pro-active and confident throughout the call? Agent took initiative in discussing policy details and offers. ✅ Agent displayed confidence and proactivity.
Did the agent build a good rapport with the customer? I'm doing wonderful. Thank you for asking. ✅ Agent engaged positively throughout the call.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? Agent communicated clearly and effectively. ✅ Call tone and pace were appropriate.
Did the agent show empathy towards the customer if required (EG- Apologizing?) Agent addressed customer issues with understanding. ✅ Demonstrated empathy where needed.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Agent used clear and simple language. ✅ No jargon or slang detected.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? No vulnerabilities were noted in the call. ✅ Handled with care and accuracy.
Did the agent confirm adherence to conduct policy and TCF? The agent confirmed policy adherence through clear communication. ✅ Agent adhered to conduct controls.
Did the agent provide the clear accurate information, and the customer comprehended it? Customer confirmed they were happy with the policy features discussed. ✅ Customer understood information provided.
Did the agent reiterate any information that could be confusing to the customer? Agent clarified pricing details thoroughly. ✅ Potential confusion was preemptively addressed.
Did the agent Inform customer of subject access request? (If needed) N/A Subject access requests were not relevant in this context.
Did the agent speak clearly and was fully understood by the customer? Agent-spoken instructions were followed without misunderstanding. ✅ Clear communication was evident.
Did the agent demonstrate active listening skills? Agent responded appropriately to customer inquiries. ✅ Responses indicated attentive comprehension.
Did the agent ensure that they provided the customer with a service that suited them? Customer agreed to the boiler policy and terms. ✅ Offered package was suitable for customer needs.
Did the agent ensure that the customer understood any agreements or outcomes? Terms and conditions were agreed upon by the customer. ✅ Agreement understanding was confirmed.
Did the agent confirm was all information provided to the customer accurate and relevant? All policy details were aligned with customer queries. ✅ Information accuracy was maintained.
Did the agent ask if there was any further help needed? Agent said: Anything else? ✅ Agent offered additional assistance.
Did the agent ensure that the customer was happy with the service received? Customer said: Yeah, of course. ✅ Customer expressed satisfaction.
Did the agent close the call in an appropriate manner? Agent said: Enjoy the rest of your day. ✅ Call was closed professionally.
Did the agent summaries the call discussion and any agreement? Agent said: It's a 12-month contract. You can access documents online. No cancel fee in the first 14 days. ✅ The agent summarized the policy terms, including contract duration and cancellation terms.
Did the agent ask customers consent for the End of Call Survey? Agent said: Are you happy to complete a survey? ✅ The agent directly asked for the customer's consent to complete a survey.
← Back