Call Details

ID10906
File20251130-154607_07763721432-all.mp3
DepartmentNEWBUS
UserSuhema
Detected2025-11-30 15:46:07
Audio

Analysis Summary

Summary
The agent from 24/7 Home Rescue contacted Aaron, who was previously with British Gas Home Care. Aaron was offered a discounted rate for boiler breakdown cover. However, due to a 14-day policy restriction, he planned to resolve the current issue locally first.
QA Summary
The agent opened the call politely, provided a price offer, and confirmed the terms of the 14-day exclusion period. However, they did not confirm necessary details like customer verification or discuss further service details, leading to an incomplete resolution.
Agent Sentiment 🙂 Satisfied
Customer Sentiment 😐 Neutral
Resolved ✖ No
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. Yeah.
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've 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 like 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.
Customer: No worries. 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 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? ❌ Agent did not confirm if the customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer? ❌ Marketing preference from the customer was not discussed.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? ❌ The agent did not ask for or confirm the authorized person's contact details.
Did the Agent Confirm the type of Property? ❌ Property type was not discussed during the call.
Did the agent confirm it was for domestic gas? N/A Boiler cover details were not discussed in terms of domestic gas.
Did the agent confirm the boiler was in full working order N/A Boiler working condition wasn't confirmed.
Did the agent confirm what Is The Make And Model Of The Boiler? N/A Boiler make and model were not confirmed.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? N/A Issues regarding plumbing, drainage, or electrics were not discussed.
Did the agent confirm where Is The Boiler Located? N/A Boiler location was not discussed.
Did the agent confirm wall Mounted? N/A Wall-mounted status of the boiler was not confirmed.
Did the agent confirm age Of Boiler? N/A Boiler age wasn't confirmed.
Did the agent informed 14 days Exclusion of period to customer? (if required) Customer said: but then I see on there that it says we can't do anything for the first 14 days anyway. ✅ The 14-day exclusion was confirmed during the discussion.
Did the agent confirm confirm purchase year of appliance? N/A Appliance cover was not discussed.
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 condition was not discussed.
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 Appliance values were not discussed.
Did the agent confirm confirm the Brand of the Appliance? N/A Appliance brand was not mentioned.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? N/A Appliance instructions were not addressed.
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 Appliance age was not discussed.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? N/A Appliance use was not confirmed.
Did the agent informed 30 days Exclusion of period to customer? (if required) N/A 30-day exclusion period wasn't applicable.
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 mentioned.
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 mentioned.
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 mentioned.
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 mentioned.
Did the agent confirm is the vehicle under 15 years old? N/A Car breakdown cover was not mentioned.
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 mentioned.
Did the agent informed 48 hours Exclusion of period to customer? (if required) N/A 48-hour exclusion was not required.
Did the agent confirm do You Have Cover In Place? Customer said: Sorry, I was just looking because we was previously with British Gas Home Care and we cancelled with them. ❌ Customer cover status was not clearly confirmed.
Did the agent confirm scripts Read In Full Regarding The Product Sold? ❌ Script information was not fully disclosed.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? ❌ Plans and customer needs were not fully clarified.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? N/A Product exclusions were not addressed.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent said: Instead of £23.99, we can drop that down to £17.99 a month with no excess. ✅ Monthly premium and no excess detail was provided.
Did the agent confirm inception Date? N/A Inception date was not discussed.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? N/A Auto-renewal policy was not discussed.
Did the agent confirm dd Details Taken In Full? ❌ Direct debit details were not taken.
Did the agent confirm dd Date Given (ask customer if multiple options)? N/A Direct debit date was not applicable.
Did the agent confirm length Of Contract? N/A Contract length was not applicable.
Did the agent confirm excess? Agent said: Instead of £23.99, we can drop that down to £17.99 a month with no excess. ✅ Agent confirmed no excess detail.
Did the agent confirm type Of Policy? ❌ Type of policy was not explicitly confirmed.
Did the agent confirm the dd waeparate mentioned to t the customer N/A Information on direct debit was not applicable.
Did the agent provide the policy reference number to the customer? ❌ Policy reference number was not provided.
Did the agent add proper notes as per the communication with customer? N/A Note-taking not evident from the transcript.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A Task creation not relevant to the call.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) ✅ Agent used clear and understandable language.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? N/A No customer vulnerability was identified.
Did the agent confirm adherence to conduct policy and TCF? ✅ Agent adhered to expected conduct and fairness.
Did the agent provide the clear accurate information, and the customer comprehended it? Agent provided pricing details and customer acknowledged understanding. ✅ Clear and accurate information was provided.
Did the agent Inform customer of subject access request? (If needed) N/A Subject access request was not needed.
Did the agent ask customers consent for the End of Call Survey? N/A End of call survey was not mentioned.
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