Call Details
| ID | 10907 |
|---|---|
| File | 20251130-103409_07989053492-all.mp3 |
| Department | NEWBUS |
| User | Suhema |
| Detected | 2025-11-30 10:34:09 |
| Audio |
Analysis Summary
| Summary |
The agent offered a boiler cover to the customer at a discounted rate and explained it covered various aspects including home electrics and plumbing. Although an appliance trial was mentioned, the customer's appliances were not eligible due to age. The agent confirmed the updated policy start date and processed the policy with no extra cost to the customer.
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|---|---|---|
| QA Summary |
The agent opened the call with a polite greeting and introduced themselves. They confirmed essential details, such as the full name, address, and other verification points. The agent explained the policy options clearly and addressed the customer's queries regarding differences between plans available and discounts. They handled the customer's concerns about past services professionally. The agent maintained an efficient and friendly tone throughout the interaction, ensuring the customer understood all aspects before completing the call.
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| Agent Sentiment | 😊 Happy | |
| Customer Sentiment | 🙂 Satisfied | |
| Resolved | ✔ Yes | |
| Compliant | ✔ Yes | |
Transcript
Agent :
Hi is that Steve speaking?
Customer:
It is, yes.
Agent :
Hi there, this is Rahima from 24 Seminole Rescue. How are you today? Are you okay?
Customer:
Yes, fine, thank you.
Agent :
That's perfect. I believe you were just on our website looking for our boiler breakdown cover. So we're calling you to offer some additional discounts due to a promotion we're running today. Instead of £16.50, we can drop that down to £14.85 with no excess. Would you like to proceed on that?
Customer:
Right, so this is covering for everything, so it's full cover this one?
Agent :
Yes, that's license plus, correct.
Customer:
Yeah, right, so it covers all the boiler, all the, it covers everything basically doesn't it?
Agent :
Yes, I'm going to tell you it includes your boiler service, boiler breakdown, central heating system, plumbing, drains, home electric, home security, pest control, eligible for a two year price and parcel labourers are also included. And there is no excess or call out on to this policy as well.
Customer:
Yeah, that sounds good.
Agent :
Right, yeah, sounds good that.
Customer:
Yeah, I do see you put the start date of the policy as 8th of December, is that correct?
Customer:
Yeah, that's when the other one runs out, yes.
Agent :
Sure, I can start from that date. Start it from the 7th, because I'm not sure it's 7th of the 8th, so start it from the 7th.
Customer:
Okay, I'll do that. So, you are the homeowner and this property is used for residential purposes, right?
Customer:
It is, yes.
Agent :
Can I get your name and email for the recorded line?
Customer:
Yes, it's Stephen Brown, yeah, the email is s.brown.gsr at gmail.com. And the phone number in the policy will be the one we're talking on, ending with 492?
Customer:
It will, yes, that's correct.
Agent :
Great, what's your date of birth?
Customer:
2nd of the 10th, 1953.
Agent :
And the postcode?
Customer:
It's RL43AZ.
Agent :
Door number?
Customer:
Number 8.
Agent :
That is Leesburg Park, right?
Customer:
That's correct, yes.
Agent :
Awesome. I just need to let you know that 247 Home Rescue is a trading name of 247 Home Assistance Limited, who are authorized and regulated by the Financial Conduct Authority. Our insurance policies are underwritten by Evolution Insurance Company Limited. It is important that you provide full and accurate information. This will help 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 we record all of our calls to help us improve how we support our customers.
Agent :
Now, the boiler in this property, it is fully working, domestic gas and wall-mounted, right?
Customer:
That's correct, yes.
Agent :
Can you tell me where is the boiler located in the house?
Customer:
It's in the bathroom upstairs.
Agent :
Bathroom upstairs. What's the maker and model?
Customer:
It's Worcestershire Bosch. I'm not sure of the model. Do you need that?
Agent :
If you can take a look, it must be on the boiler.
Customer:
Let me just have a look. I'm just going to have a look. Can you just bear with me a minute?
Agent :
Sure.
Customer:
I'm just struggling at the moment.
Agent :
Sure.
Customer:
I can't see anything on the front of it. Let me just pop on the paperwork.
Customer:
Right. It says it's a Greenstar 4000.
Agent :
Perfect. That's the model. And it's code is GR4700IWC.
Customer:
Perfect. I found it. It's a Greenstar 4000.
Agent :
That's great. And the heat of the boiler, is that three years old?
Customer:
It's three years old, yes.
Agent :
Right. And I believe you don't have any issues with your plumbing, drains, electric, security and pest in the house, right?
Customer:
No, everything's fine.
Agent :
Great. Do you have any cover? You said you have a cover up until 7th of 8th?
Customer:
Yes, 7th of 8th, yes.
Agent :
Is that with British Gas, HomeServe, which company is it?
Customer:
I think it's HomeServe.
Agent :
HomeServe, right. And is that the similar kind of policy which I've offered you?
Customer:
It is, yes, but they're useless. They come to service my boiler this August, and they're going to take more than 15 minutes. To me, they can't service a boiler in 15 minutes.
Agent :
I know. It's minimum, it takes like 30 minutes minimum.
Customer:
Yes, I know that, it should take longer.
Agent :
No, I wasn't impressed with the service, that's why I'm not going back with them, even though they've offered me a decent rate.
Customer:
I don't like how they did it.
Agent :
Right. Do you mind sharing how much you're paying to them at the moment?
Customer:
I can't remember, it doesn't matter anyway, it's immaterial.
Agent :
That's okay. If it's 5 quid, I won't go with them.
Customer:
That's fine. So, in this policy, 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 and parts and labourers will be included. Excess is zero, so there's no excess or call-out. Monthly price will be £14.85 a month, okay?
Customer:
I'd rather pay it in full if you don't mind, please.
Agent :
Yes, sure, it's going to be, let me tell you what's the annual figure. It's the same thing, whether you pay monthly or whether you pay annually.
Customer:
No, I'd rather have it out of the way.
Agent :
Of course, so that's going to be £178.20 for the year, okay?
Customer:
Yep.
Agent :
Perfect. And also, there is one more thing for you. As we're going ahead with our boiler cover, we're also running one more promotion for our new customer today. That we are providing a month free cover for all of your kitchen appliances, like for your washing machine, refrigerator, things like that. So, if you have any appliance...
Customer:
Sorry?
Agent :
I'm not bothered about that.
Agent :
That's fine, no problem.
Agent :
Well, one good thing about this promotion is that if you do go for just a free trial, we can also give you some more discount on your boiler cover. We can drop that down to £11.55 for the whole 12 months, which is £138.60 for the whole year. For the appliances, just a free trial for a month.
Customer:
Right, I don't understand how that works.
Agent :
Let me tell you. So, it's just a free trial for the appliances for a month. And if you do go for the free trial, we can also offer some additional discount on your boiler cover. We can drop that down to £11.55.
Customer:
What happens after the monthly trial?
Agent :
It's up to you. If you like to keep it going forward, you can do that. Otherwise, if you don't like it, that's totally up to you. It's respectable. You can cancel with nothing to pay. You're still going to get the discount on your boiler policy for the whole year.
Customer:
Right, so that is no cost to me whatsoever.
Agent :
That is correct.
Customer:
Right. We'll go with that then. But like I said, I don't want it to cost me anything at all.
Agent :
Of course, that's fine.
Customer:
That's okay.
Agent :
So, could you confirm if you have a free trial?
Customer:
Say again.
Agent :
Sorry?
Customer:
Say again.
Agent :
Okay. I was going to ask you, do you have a fridge and a freezer?
Customer:
It's combined.
Agent :
Right. Do you have a washing machine?
Customer:
Of course.
Agent :
Do you have a tumble dryer?
Customer:
No.
Agent :
What about a dishwasher?
Customer:
No.
Agent :
I am the dishwasher.
Agent :
Okay. What about the oven? Do you have an electric oven or a gas?
Customer:
Gas.
Agent :
The hob is also gas, yeah?
Customer:
No, it's just a standard freestanding gas cooker.
Agent :
Gas cooker.
Agent :
Right. Do you have a microwave?
Customer:
Yeah.
Agent :
Any other separate gas freezer or fridge apart from that?
Customer:
No.
Agent :
Right.
Agent :
That's okay. Do you think these appliances would be under 7 years old because we can cover appliances less than 7?
Customer:
I don't know.
Customer:
Um, just a guess. Some balloons, not all.
Agent :
Right, which ones of them?
Customer:
Uh, KUKA's older than that, washing machine probably is, fridge, freezer probably is.
Agent :
Right, fridge, freezer, microwave and the washing machine, they're under 7, yeah?
Customer:
No, no, opposite way around.
Agent :
Right, so the KUKA is under 7 and the rest are older?
Customer:
No, the KUKA is over 7 years old, washing machine is, and the fridge, freezer is.
Agent :
Right, so the washing machine and the fridge, freezer is under 7?
Customer:
No, they're all over 7.
Agent :
They're all over 7 years?
Customer:
Yeah, yeah.
Agent :
Right, well unfortunately for the appliances older than 7, we don't provide the cover for it.
Customer:
Right, no worries.
Agent :
That's fine, you won't qualify for the complementary trial, then we can go ahead with the boiler policy only.
Agent :
Now, the key product features of our policies are shown online. To keep our products affordable for you things we don't cover, I'm sure you have looked online and you're happy with the policy features, exclusions, the prices, you're happy with everything we have discussed so...
Agent :
We nearly finished, there is just a few more things I have left to say...
Customer:
Is this save 20 discount any use?
Agent :
That is correct...
Customer:
Yeah, that's good...
Agent :
Perfect, so policy starts...
Customer:
Yes, you can authorise my wife...
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 | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the Agent Confirm if customer was the homeowner? | So, you are the homeowner and this property is used for residential purposes, right? | ✅ | The agent confirmed the customer was the homeowner. |
| Did The Agent Confirm Marketing Preference From Customer? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| 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? | Now, the boiler in this property, it is fully working, domestic gas and wall-mounted, right? | ✅ | The agent confirmed it was for domestic gas. |
| Did the agent confirm the boiler was in full working order | it is fully working, domestic gas and wall-mounted, right? | ✅ | The agent confirmed the boiler was in full working order. |
| 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) | N/A | Condition not present in transcript. | |
| 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? | Do you have any cover? You said you have a cover up until 7th of 8th? | ✅ | The agent confirmed the customer has cover in place. |
| Did the agent confirm scripts Read In Full Regarding The Product Sold? | To keep our products affordable for you things we don't cover, I'm sure you have looked online and you're happy with the policy features, exclusions, the prices. | ✅ | The script regarding the product sold was adequately covered. |
| 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 | Insufficient evidence in the transcript. | |
| 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) | The call used clear and customer-friendly language throughout. | ✅ | The agent avoided jargon and maintained clear communication. |
| 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. |