Call Details

ID	10906
File	20251130-154607_07763721432-all.mp3
Department	NEWBUS
User	Suhema
Detected	2025-11-30 15:46:07
Audio

Analysis Summary

Summary	The agent from 247 Home Rescue called a customer, Aaron, to offer a discounted boiler breakdown cover. The customer discussed a recent cancellation with British Gas Home Care and their current need to repair a broken boiler. The agent confirmed a 14-day cooling-off period and advised the customer to resolve the immediate issue with a local plumber.
QA Summary	The agent started the call with a welcoming greeting, introducing themselves and confirming the customer's name. They acknowledged the customer's concerns about pricing and previous service cancellations. However, they didn't explicitly verify the customer's details or confirm marketing preferences. The call ended professionally with an option for the customer to follow up at a later date, showing satisfactory customer service.
Agent Sentiment	🙂 Satisfied
Customer Sentiment	🙂 Satisfied
Resolved	✔ Yes
Compliant	✖ No

Transcript

Agent : Hello. Hi, is that Aaron speaking?

Customer: Speaking.

Agent : Hello there, this is Suhaima from 247 Home Rescue. How are you today? You okay?

Customer: Yeah, I'm good, thank you.

Agent : Awesome. I believe you visited our website looking for our border breakdown cover, so we're just calling you to offer some additional discounts due to a promotion we're running. Instead of £23.99, we can drop that down to £17.99 a month with no excess.

Customer: That's for my home policy, including border service, border breakdown.

Agent : Yes, sir.

Customer: Sorry, I was just looking because we was previously with British Gas Home Care and we cancelled with them literally two weeks ago because their price was just extortionate, to be honest, and I just went on there to look for a new company and because my hot water has actually broke down today and it wasn't until we looked and remembered that we'd cancelled as well as looking for someone else, but then I see on there that it says we can't do anything for the first 14 days anyway.

Agent : Correct, yes.

Customer: Right, so I would need to get this sorted first with a local plumber and then I'll call back to take out a new policy?

Agent : Okay, that's fine. You can also do it that way. No worries.

Customer: Thank you very much.

Agent : Thank you. 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?		❌	The agent did not confirm whether the customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer?		❌	The agent did not ask for the customer's marketing preferences.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account?		N/A	Rule not mentioned in model response; assumed not applicable or not detected.
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?		❌	Although boiler cover was discussed, the agent did not confirm if it was for domestic gas.
Did the agent confirm the boiler was in full working order		N/A	Rule not mentioned in model response; assumed not applicable or not detected.
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)	Customer said: I see on there that it says we can't do anything for the first 14 days anyway. Agent said: Correct, yes.	✅	The agent affirmed the 14-day 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	Rule not mentioned in model response; assumed not applicable or not detected.
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)		N/A	Rule not mentioned in model response; assumed not applicable or not detected.
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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