Call Details

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

Analysis Summary

Summary
The call involved a comprehensive discussion regarding the customer's boiler cover. The agent confirmed the property details, age, and condition of the boiler. The agent offered options for additional covers and explored discounts. The customer opted to start the policy immediately, and the agent explained the payment terms and marketing preferences. The call concluded with an invitation to complete a survey.
QA Summary
The agent opened the call politely, mentioned their name and company, and confirmed the customer's needs. They verified the customer's details and provided accurate product explanations, addressing questions adequately. The agent demonstrated good professionalism, avoided jargon, and confirmed customer understanding before closing the call. Payment and policy information were clearly communicated, and the agent confirmed options for service requests. The call ended correctly with the option for an additional survey.
Agent Sentiment 🙂 Satisfied
Customer Sentiment 😊 Happy
Resolved ✔ Yes
Compliant ✔ Yes

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. Either call-out, £45, £75 or £95.
Agent : What's the option between zero and £45? 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. So, it will be Tango India Bravo Cleaning Number 1 at gmail.com
Agent : 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
Agent : Do you cover my boiler, though? What's they make as a model?
Customer: It's a Viner, it's like red, and it's, well, the writing's red. It begins with V.
Agent : 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.
Customer: Perfect.
Agent : 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.
Agent : Under the stairs cupboard, the maker's wise man. Do you know the model by any chance?
Customer: Er, no.
Agent : That's okay.
Customer: 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 pair they will update you furthermore. Okay?
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.
Customer: That's better price than the internet.
Agent : 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'd 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? After the month?
Agent : 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. Apart from the cooker, others would be under seven?
Agent : I would say no, you know, if I'm going to be honest.
Customer: So probably won't go with that one.
Agent : Right, okay. 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 date 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. Can I have that by post, please?
Customer: I send you an email, can you get that printed out in a hard copy? Can you do that? I do have policies on by letter.
Agent : Right. In that case, I'll create a request in the team. They'll post you the policy documents. You'll receive them within 7 to 10 working days, okay?
Customer: Right.
Agent : And there is also an IPI document, which is a summary of your insurance cover. I will send that to you with your welcome letter on your email and the post so you can take a look. And to set up your payment, I'll be needing the short code and the account number, please.
Customer: Yeah, of course. One, two, three, four. Your line's breaking up.
Agent : Could you change the location, please?
Customer: Okay. Can you hear me?
Agent : Yeah, I can hear you fine now. Could you repeat the short code?
Customer: Right, so I need to go onto my app to get the short code and the account number. Well, the account number's on the card, but the short code isn't, which is bizarre. But just give me one sec, one sec.
Agent : Sure, take your time.
Customer: Are you free? So it's 60?
Agent : Yeah.
Customer: 8371.
Agent : Okay, got it. And then the account is 69?
Customer: Yeah. 63?
Agent : Mm-hmm.
Customer: 36?
Agent : Mm-hmm.
Customer: 31? And the name of the account holder?
Customer: Nathan Tate.
Agent : Perfect. So policy starts from today. Payments will be collated on 15th of December for 21-15-9 and 15th of the month thereafter. Now, do you want to write down your policy number or are you happy to get that on your email?
Customer: Email would be fine.
Agent : Right, so the email is okay.
Customer: The email may appear on the Jungle. Sorry, what email do you have again?
Agent : Sorry. The one that you provided was tibcleaning1atgmail.com.
Customer: That's correct, yeah.
Agent : Great, so the email may appear on the Jungle spam, so you can check there as well and you can access your document online through my account using your surname and the policy number. And this is going to be a 12-month contract, so if you cancel after the first 14 days, there might be a cancellation fee. Your monthly price is 21-15-9. No excess on the policy for those around 10 years. So the document is sent on the email. You can double-check. If you change your mind or have any further questions, please get in touch. You've got 14 days cooling-off period in which you may cancel with nothing to pay. Now, for the marketing preferences, can we reach you through post, phone, text or email?
Customer: What do you like?
Agent : Text or email.
Customer: Text or email.
Agent : Do you want to authorise anybody else on your account who can speak on your behalf?
Customer: Yeah, so Sharon Nichols.
Agent : Okay. What's her phone number?
Customer: 07973. 151602.
Customer: I actually never heard of that number, but I don't know mine, which is fun.
Agent : That's great. So, yeah, I've authorised Sharon the policy. She can make a claim in case you're not around or book a boiler service as well. And one last thing before I let you go, we also offer two months free car breakdown cover. Would you be interested or have it all sorted?
Customer: We've got that all sorted, thank you.
Customer: Good.
Customer: Actually, one sec. Sharon, do you have a car breakdown cover?
Customer: No, I don't.
Customer: No, you don't. Can you say something about who you say something to?
Customer: Yeah, one sec.
Agent : Yeah, we'll talk about that another time because I'm getting hassled about something else.
Customer: No problem at all.
Agent : Anything else I can do for you today?
Customer: No, that's fine.
Customer: So, do you ever not get a boiler service at all then?
Agent : Yes, after 14 days cooling off period, you can reach out to our service booking department. They will book you an available spot.
Customer: Awesome. Are you happy to complete a 90 second survey?
Customer: Yeah, of course, yeah.
Customer: Yeah, no, I'm really happy with that. That's a great price, thank you.
Agent : No problem. That's all from my side then.
Agent : You enjoy the rest of your day.
Customer: Yeah, you too. Take care, bye now.
Agent : Bye.

Per-rule Checks

Check Name Evidence Passed Details
Did the agent confirm customers full name? N/A Condition not present in transcript.
Did the agent confirm first line and postcode? N/A Condition not present in transcript.
Did the agent do verification? (For Inbound Calls) N/A Condition not present in transcript.
Did the Agent Confirm if customer was the homeowner? Agent said: Sure, I'll start it today. Just want to confirm this is your residential property and you are the homeowner, right? ✅ The agent confirmed the customer's status as the homeowner.
Did The Agent Confirm Marketing Preference From Customer? Agent said: Now, for the marketing preferences, can we reach you through post, phone, text or email? ✅ The agent confirmed marketing preferences from the customer.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? Agent said: Do you want to authorise anybody else on your account who can speak on your behalf? ✅ The agent confirmed the name and contact number of the authorized person on the account.
Did the Agent Confirm the type of Property? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm it was for domestic gas? Agent said: Yeah, we do cover Wiseman boilers. ✅ The agent confirmed the boiler type.
Did the agent confirm the boiler was in full working order Agent said: That's good. Where is it located in the house? ✅ The agent confirmed the full working order of the boiler.
Did the agent confirm what Is The Make And Model Of The Boiler? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm where Is The Boiler Located? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm wall Mounted? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm age Of Boiler? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent informed 14 days Exclusion of period to customer? (if required) Agent said: You've got 14 days cooling-off period in which you may cancel with nothing to pay. ✅ The agent informed the customer of the 14 days exclusion period.
Did the agent confirm confirm purchase year of appliance? N/A Rule not mentioned in model response; assumed not applicable or not detected.
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 Rule not mentioned in model response; assumed not applicable or not detected.
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 Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm confirm the Brand of the Appliance? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? N/A Rule not mentioned in model response; assumed not applicable or not detected.
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 Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent informed 30 days Exclusion of period to customer? (if required) N/A Rule not mentioned in model response; assumed not applicable or not detected.
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 Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm is the vehicle for non-commercial use , so for social , domestic , pleasure and commuting? N/A Rule not mentioned in model response; assumed not applicable or not detected.
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 Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm can the vehicle be recovered by standard recovery equipment? ( so isn’t a caravan , trailer , minibus , limousine etc? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm is the vehicle under 15 years old? N/A Rule not mentioned in model response; assumed not applicable or not detected.
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 Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent informed 48 hours Exclusion of period to customer? (if required) N/A Insufficient evidence to determine if this was required.
Did the agent confirm do You Have Cover In Place? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm scripts Read In Full Regarding The Product Sold? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm inception Date? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm dd Details Taken In Full? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm dd Date Given (ask customer if multiple options)? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm length Of Contract? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm excess? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm type Of Policy? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm the dd waeparate mentioned to t the customer N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent provide the policy reference number to the customer? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent add proper notes as per the communication with customer? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Agent said: And the phone number and the policy, that's going to be the one we're talking on, ending with 542. ✅ The agent avoided using jargon and complex industry terminology.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent confirm adherence to conduct policy and TCF? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent provide the clear accurate information, and the customer comprehended it? N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent Inform customer of subject access request? (If needed) N/A Rule not mentioned in model response; assumed not applicable or not detected.
Did the agent ask customers consent for the End of Call Survey? N/A Rule not mentioned in model response; assumed not applicable or not detected.
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