Call Details

ID	10905
File	20251130-155704_07852664542-all.mp3
Department	NEWBUS
User	Suhema
Detected	2025-11-30 15:57:04
Audio

Analysis Summary

Summary	The agent from 24/7 Home Rescue contacted the customer regarding a boiler cover. They discussed policy options, payment arrangements, and sending documents via email and post. The agent confirmed marketing preferences and authorised another person on the account. The call ended with the customer agreeing to a survey and expressing satisfaction with the price.
QA Summary	The agent displayed strong communication skills, opening the call politely and mentioning the company. They confirmed details like payment preferences and explained the boiler cover clearly. The customer was satisfied with the service and price offered. The agent effectively confirmed marketing preferences and authorised a contact. Overall, the agent maintained professionalism, exhibited good rapport-building skills, and ended the call on a positive note.
Agent Sentiment	😊 Happy
Customer Sentiment	🙂 Satisfied
Resolved	✔ Yes
Compliant	✔ Yes

Transcript

Agent : 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 : I send you an email, can you get that printed out in a hard copy?

Customer: 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.

Agent : Your line's breaking up. Could you change the location, please? Try again.

Customer: 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. Are you free?

Customer: So it's 60?

Agent : Yeah.

Customer: 8371.

Agent : Okay, got it. And then the account is 69?

Customer: Yeah.

Agent : 63?

Customer: Mm-hmm.

Agent : 36?

Customer: Mm-hmm.

Agent : 31?

Customer: And the name of the account holder?

Agent : Nathan Tate. 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. The email may appear on the Jungle. Sorry, what email do you have again, sorry?

Customer: The one that you provided was tibcleaning1atgmail.com.

Agent : That's correct, yeah. Great. So the email may appear on the Jungle, 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. The 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? What do you like?

Customer: Text, text or email.

Agent : Text or email. 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.

Agent : 151602.

Customer: I actually never heard of that number, but I don't know mine, which is fun.

Agent : That's great. Right, 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-month free car breakdown cover. Would you be interested or have it all sorted?

Customer: We've got that all sorted, thank you.

Agent : Good. Actually, actually, one sec. Sharon, do you have a car breakdown cover?

Customer: No, I don't.

Agent : No, you don't. Can you say something about who you say something to?

Customer: Yeah, one sec.

Customer: Yeah, well, we'll talk about that another time because I'm getting hassled about something else.

Agent : No problem at all. 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: Perfect.

Agent : 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. You enjoy the rest of your day.

Customer: Yeah, you too.

Agent : Take care.

Customer: Bye now.

Agent : Bye.

Per-rule Checks

Check Name	Evidence	Passed	Details
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?		N/A	Transcript does not provide enough information to determine.
Did The Agent Confirm Marketing Preference From Customer?	Now, for the marketing preferences, can we reach you through post, phone, text or email?	✅	Agent confirmed marketing preferences from the customer.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account?	Yeah, so Sharon Nichols. Agent said: Okay. What's her phone number?	✅	Agent confirmed the name and contact number of the person authorized on the account.
Did the Agent Confirm the type of Property?	Residential.	✅	Agent confirmed the customer is looking for a residential property.
Did the agent confirm it was for domestic gas?		N/A	Condition not present in transcript.
Did the agent confirm the boiler was in full working order		N/A	Condition not present in transcript.
Did the agent confirm what Is The Make And Model Of The Boiler?		N/A	Condition not present in transcript.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ?		N/A	Condition not present in transcript.
Did the agent confirm where Is The Boiler Located?		N/A	Condition not present in transcript.
Did the agent confirm wall Mounted?		N/A	Condition not present in transcript.
Did the agent confirm age Of Boiler?		N/A	Condition not present in transcript.
Did the agent informed 14 days Exclusion of period to customer? (if required)	You've got 14 days cooling-off period in which you may cancel with nothing to pay.	✅	Agent informed the customer about the 14 days exclusion period.
Did the agent confirm confirm purchase year of appliance?		N/A	Condition not present in transcript.
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	Condition not present in transcript.
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	Condition not present in transcript.
Did the agent confirm confirm the Brand of the Appliance?		N/A	Condition not present in transcript.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions?		N/A	Condition not present in transcript.
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	Condition not present in transcript.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.?		N/A	Condition not present in transcript.
Did the agent informed 30 days Exclusion of period to customer? (if required)		N/A	Condition not present in transcript.
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 in transcript.
Did the agent confirm is the vehicle for non-commercial use , so for social , domestic , pleasure and commuting?		N/A	Condition not present in transcript.
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	Transcript does not provide enough information to determine.
Did the agent confirm do You Have Cover In Place?		N/A	Transcript does not provide enough information to determine.
Did the agent confirm scripts Read In Full Regarding The Product Sold?		N/A	Transcript does not provide enough information to determine.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs?	The monthly price is 21-15-9. No excess on the policy.	✅	Agent provided clear understanding on plans and pricing.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)?	You've got 14 days cooling-off period in which you may cancel with nothing to pay.	✅	Agent informed customer about exclusion period.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)?	The monthly price is 21-15-9. No excess on the policy.	✅	Agent informed the customer about monthly premium and excess.
Did the agent confirm inception Date?	So policy starts from today.	✅	Agent confirmed policy inception date.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy?		N/A	Transcript does not provide enough information to determine.
Did the agent confirm dd Details Taken In Full?	And to set up your payment, I'll be needing the short code and the account number, please.	✅	Agent collected necessary payment details.
Did the agent confirm dd Date Given (ask customer if multiple options)?	Payments will be collated on 15th of December.	✅	Agent confirmed direct debit date.
Did the agent confirm length Of Contract?	And this is going to be a 12-month contract.	✅	Agent confirmed length of the contract.
Did the agent confirm excess?	No excess on the policy for those around 10 years.	✅	Agent confirmed no excess on the policy.
Did the agent confirm type Of Policy?	I believe you visited our website a couple of days ago looking for our boiler cover.	✅	Agent confirmed the type of policy as boiler cover.
Did the agent confirm the dd waeparate mentioned to t the customer		N/A	Transcript does not provide enough information to determine.
Did the agent provide the policy reference number to the customer?		N/A	Transcript does not provide enough information to determine.
Did the agent add proper notes as per the communication with customer?		N/A	Transcript does not provide enough information to determine.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required)		N/A	Transcript does not provide enough information to determine.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language)	Agent communicated in clear, understandable terms.	✅	Agent avoided jargon and communicated clearly.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability?		N/A	Transcript does not provide enough information to determine.
Did the agent confirm adherence to conduct policy and TCF?	No issues with conduct observed.	✅	Agent adhered to conduct policy throughout the call.
Did the agent provide the clear accurate information, and the customer comprehended it?	Customer said: Yeah, no, I'm really happy with that. That's a great price, thank you.	✅	Customer comprehended information provided by the agent.
Did the agent Inform customer of subject access request? (If needed)		N/A	Transcript does not provide enough information to determine.
Did the agent ask customers consent for the End of Call Survey?	Are you happy to complete a 90-second survey?	✅	Agent asked for customer's consent for the end of call survey.

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