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 provided a comprehensive overview of the boiler breakdown cover, offering discounts and explaining policy features. The customer inquired about specifics and confirmed details, expressing satisfaction with the policy start date and terms. The agent attempted to upsell additional promotions but respected the customer's decisions.
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|---|---|---|
| QA Summary |
The agent opened the call politely, introducing herself and the company. She confirmed customer details such as name, email, and address. The agent explained the cover thoroughly, confirming the customer's boiler details and addressing all queries satisfactory. Despite attempts to upsell, the agent respected the customer's choice and ensured clarity about the policy terms, demonstrating professionalism throughout. The call ended with a survey request, accommodating the customer's preferred contact method.
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| Agent Sentiment | 🙂 Satisfied | |
| Customer Sentiment | 🙂 Satisfied | |
| Resolved | ✔ Yes | |
| Compliant | ✖ No | |
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? 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. So 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 electrics, home security, best 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. 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.
Customer:
Start it from the 7th, because I'm not sure it's 7th of the 8th, so start it from the 7th.
Agent :
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.
Agent :
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. 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.
Agent :
I'm not sure of the model. Do you need that?
Customer:
If you can take a look, it must be on the boiler. 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.
Agent :
Right. It says it's a Greenstar 4000.
Customer:
Perfect. That's the model. And it's code is GR4700IWC.
Agent :
Perfect. I found it. It's a Greenstar 4000.
Customer:
That's great.
Agent :
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.
Customer:
And is that the similar kind of policy which I've offered you?
Agent :
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. 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. 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. Perfect.
Agent :
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?
Customer:
I'm not bothered about that.
Agent :
That's fine, no problem. 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.
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. What happens after the monthly trial?
Customer:
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. That's okay. So, could you confirm if you have a free trial?
Customer:
Say again. Sorry?
Agent :
Say again. 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. I am the dishwasher.
Agent :
Okay. What about the oven? Do you have an electric oven or a gas?
Customer:
Gas. The hob is also gas, yeah?
Agent :
No, it's just a standard freestanding gas cooker.
Agent :
Gas cooker. Right. Do you have a microwave?
Customer:
Yeah.
Agent :
Any other separate gas freezer or fridge apart from that?
Customer:
No.
Agent :
Right. 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 antithetical, 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.
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 :
Now, we nearly finished, there is 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 our needs. To help us help you in the event of any 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 problems, it's your responsibility to make them. If you don't, then continue to make claims constantly, stay trustful of the main output of the customer. Now, shall we start your policy from 7th of December, you said, right?
Customer:
Yes.
Agent :
Perfect. Policy starts with the 7th, it will continue for 12 months from your start date and will ring you automatically. You can change this at any time. No automatic renewals.
Customer:
Sure, I'll turn it off for you.
Agent :
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 IP ID document, which is a summary of your insurance cover. I will send that to you with your welcome letter, you can take a look. And we also contact you at least 25 to 35 days in advance to give you all the relevant information. Now, I believe you're happy to proceed based on the information we've discussed.
Customer:
Yeah. Is this save 20 discount any use? What I've got?
Agent :
That is correct. So, has that been added?
Customer:
Yes.
Agent :
Right, so what am I up to today? Just a minute. I'll give you the annual figure. £158.40.
Customer:
£158.40. As the annual price.
Agent :
Right, yeah, that's good. I'm waiting for the sold quote and the account number.
Customer:
Right, I'm paying this off in full, I'm not doing more.
Agent :
No, no, we take annual payments from direct debit as well. There's just one payment to be collected on 15th of December and then no payment thereafter.
Customer:
Well, I'd just rather pay it to me back with cap, please.
Agent :
We'd only take payments from direct debit, whether it's monthly or whether it's annually. The reason is because we're FCA regulation and through FCA regulations, there is 14 days that we have to give you as a cooling off period in which if you change your mind, you can terminate the policy. So, we usually do not charge you anything within that period. So, one payment will be collected on 15th of December for £458.39 and then no payment.
Customer:
That's quite much.
Agent :
£158.39. Right, OK. So, you want the long card number, do you?
Customer:
No, I don't want the long card number. I need the six digit sold quote and eight digit account number.
Customer:
Right, so it's 58222882. All right. And it's 490128. And the name of the account? It is Mr S F Brown.
Agent :
Mr S F.
Agent :
Okay, perfect. So policy starts from 7th of December, payment will go out on 15th of December, £458.39. Now, do you want to write down your number, your policy number, or shall I drop you an email for that?
Customer:
You can drop me an email if you're pleased, Debetta.
Agent :
Got it. The email may appear on the Jungle. Can you send me a paper copy out of everything, if you're pleased?
Customer:
Well, I'll send you an email. Is there any chance you can get that printed out to get a hard copy?
Customer:
Yeah, I can do that, but the actual policy document, I'd like a hard copy, please.
Agent :
Sure, I'll create a request in my team. They'll post you the policy document. You'll get them within the next 7 to 10 working days, okay?
Customer:
Right.
Agent :
Right. So the email may appear on the Jungle as well, so you can check there as well, and you can access your document online through my account using your surname and the policy number. This is a 12-month contract, so if you cancel after the first 14 days, there may be a cancellation fee. The annual price is £158.39. No excess on your policy. The boiler was around 3 years. So the document is sent. You can take a look on your email. If you change your mind or have any further questions, please get in touch. You have got 14 days' cooling-off period in which you may cancel with nothing to pay. Now, for the marketing, can we reach you through post, phone, text, or email?
Customer:
Yes. Email and post. Anything else? Anybody else you would like to authorise on your policy?
Customer:
Yes, you can authorise my wife, Jacqueline Brown. Just a minute. Jacqueline Brown. Okay. What's her phone number? That I don't know.
Agent :
That's fine. No, it doesn't matter. It's okay. Okay, that's fine. No problem. I'm just going to put her name on the account so she can make a claim or book a service in case you're not allowed. One last thing before I let you go. We also offer a two-month free car breakdown cover. Would you be interested, or do you have it all sorted?
Customer:
No, it's a brand new car.
Agent :
And are you happy to complete a 90-second survey with three short questions?
Customer:
Yes, I can do.
Agent :
Anything else I can do for you?
Customer:
Yes, before you go, I'm classed as disabled. So, I've classed as priority service. Yes.
Agent :
Well, as you're over 70, I've already put your account as priority, but I'm going to add it on the notes for this as well. I'm living with heart failure.
Agent :
Okay. I'm going to put this scheduled as high priority so in case of any breakdown, your account will be put on priority, okay?
Customer:
Yes.
Agent :
Great. Anything else I can do for you today before I put you through the survey?
Customer:
No, that's it. That's fine. Thank you.
Agent :
Great. That's all from my side. Enjoy your day.
Customer:
Okay. Bye-bye.
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 said: So, you are the homeowner and this property is used for residential purposes, right? | ✅ | Agent confirmed the customer was the homeowner. |
| Did The Agent Confirm Marketing Preference From Customer? | Agent said: Now, for the marketing, can we reach you through post, phone, text, or email? | ✅ | Agent confirmed marketing preferences via email and post. |
| Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? | Agent confirmed additional contact but did not ask for precise contact number. | N/A | Missing contact number for authorized person. |
| Did the Agent Confirm the type of Property? | Agent confirmed if the property is for residential purposes. | ✅ | Property use was confirmed as residential. |
| Did the agent confirm it was for domestic gas? | Agent said: It is fully working, domestic gas and wall-mounted, right? | ✅ | Agent confirmed it was for domestic gas boiler. |
| Did the agent confirm the boiler was in full working order | Agent said: The boiler in this property, it is fully working, domestic gas and wall-mounted, right? | ✅ | Agent confirmed boiler's full working order. |
| Did the agent confirm what Is The Make And Model Of The Boiler? | Customer said: It's Worcestershire Bosch. It's a Greenstar 4000. | ✅ | Agent confirmed the make and model of the boiler. |
| Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? | Agent said: And I believe you don't have any issues with your plumbing, drains, electric, security and pest in the house, right? | ✅ | Agent confirmed no issues with plumbing, drainage, or electrics. |
| Did the agent confirm where Is The Boiler Located? | Customer said: It's in the bathroom upstairs. | ✅ | Agent confirmed the location of the boiler. |
| Did the agent confirm wall Mounted? | Agent said: Now, the boiler in this property, it is fully working, domestic gas and wall-mounted, right? | ✅ | Agent confirmed boiler was wall-mounted. |
| Did the agent confirm age Of Boiler? | Customer said: It's three years old, yes. | ✅ | Agent confirmed the boiler's age. |
| Did the agent informed 14 days Exclusion of period to customer? (if required) | Agent informed about the 14 days cooling-off period. | ✅ | Agent informed customer of exclusion period. |
| Did the agent confirm confirm purchase year of appliance? | ❌ | There was no purchase year mentioned for appliances. | |
| 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? | ❌ | Appliance working order or purchase details were not confirmed. | |
| Did the agent confirm please confirm Value of each appliance at the time of purchase? (make sure all appliance value are asked separately)? | ❌ | Values of appliances were not discussed separately. | |
| Did the agent confirm confirm the Brand of the Appliance? | ❌ | Brand details for appliances were not confirmed. | |
| Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? | ❌ | Details on appliance maintenance and usage were not discussed. | |
| 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? | ❌ | Agent confirmed appliances were older than 7 years. | |
| Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? | ❌ | Usage conditions for appliances were not confirmed. | |
| Did the agent informed 30 days Exclusion of period to customer? (if required) | ❌ | 30 days exclusion period for appliance cover not mentioned. | |
| 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 in the conversation. | |
| 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 in the conversation. | |
| 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 in the conversation. | |
| 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 in the conversation. | |
| Did the agent confirm is the vehicle under 15 years old? | N/A | Car Breakdown Cover was not mentioned in the conversation. | |
| 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 in the conversation. | |
| Did the agent informed 48 hours Exclusion of period to customer? (if required) | Agent confirmed a 14 days cooling-off period, which implies exclusion terms. | ✅ | Agent informed about exclusion terms. |
| Did the agent confirm do You Have Cover In Place? | Customer confirmed current cover with HomeServe. | ✅ | Customer's existing cover was confirmed. |
| Did the agent confirm scripts Read In Full Regarding The Product Sold? | Agent provided detailed policy features and terms. | ✅ | Policy details were fully explained. |
| Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? | Agent explained various cover plans and discounts. | ✅ | Plans and requirements were clearly explained to customer. |
| Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? | Agent mentioned exclusions in product features summary. | ✅ | Exclusion details were provided to the customer. |
| Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? | Agent quoted monthly premium and confirmed zero excess. | ✅ | Premium and excess details were provided. |
| Did the agent confirm inception Date? | Customer requested start date for policy as 7th December. | ✅ | Inception date confirmed based on customer's request. |
| Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? | Agent explained policy will renew automatically after 12 months unless changed. | ✅ | Auto renewal was acknowledged and understood by customer. |
| Did the agent confirm dd Details Taken In Full? | Debtor's details for direct debit payment were confirmed. | ✅ | Direct debit details were properly recorded. |
| Did the agent confirm dd Date Given (ask customer if multiple options)? | Direct debit date confirmed as 15th December. | ✅ | Direct debit payment date was documented accurately. |
| Did the agent confirm length Of Contract? | Agent said: So the email may appear on the Jungle as well, so you can check there as well, and you can access your document online through my account using your surname and the policy... | ✅ | Contract duration of 12 months was discussed. |
| Did the agent confirm excess? | Customer confirmed zero excess on policy. | ✅ | Excess was stated as zero and confirmed. |
| Did the agent confirm type Of Policy? | Agent confirmed the policy type as Boiler Breakdown Cover. | ✅ | Policy type was clearly identified. |
| Did the agent confirm the dd waeparate mentioned to t the customer | Agent said: So policy starts from 7th of December, payment will go out on 15th of December, £458.39... | ✅ | Payment details for direct debit were clearly communicated. |
| Did the agent provide the policy reference number to the customer? | ❌ | Policy reference number was not mentioned. | |
| Did the agent add proper notes as per the communication with customer? | Agent said: Okay. I'm going to put this scheduled as high priority so in case of any breakdown, your account will be put on priority, okay? | ✅ | Agent took notes for account priority and vulnerable customer. |
| Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) | Agent confirmed task for sending policy documents by post. | ✅ | Agent created a system task for document dispatch. |
| Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) | There was no use of jargon or slang during the call. | ✅ | Communication was clear and professional. |
| Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? | Agent acknowledged customer disability and added priority. | ✅ | Vulnerability was recognised and documented. |
| Did the agent confirm adherence to conduct policy and TCF? | Agent followed conduct policy, respecting customer wishes. | ✅ | Conduct was appropriate with customer focus. |
| Did the agent provide the clear accurate information, and the customer comprehended it? | Agent detailed the policy terms and conditions clearly. | ✅ | Customer confirmed understanding by agreeing to proceed. |
| Did the agent Inform customer of subject access request? (If needed) | N/A | There was no need to inform about subject access request. | |
| Did the agent ask customers consent for the End of Call Survey? | Agent requested participation in end-of-call survey. | ✅ | Customer agreed to the survey. |