Call Details

ID11011
File20260110-154656_01952405152-all.mp3
DepartmentNEWBUS
UserMoiz Ahmed
Detected2026-01-10 15:46:56
Audio

Analysis Summary

Summary
The agent offered a discounted home cover plan to the customer, covering various home maintenance aspects. The customer confirmed their satisfaction with the coverage details and agreed to proceed. The agent gathered necessary personal and property details and informed the customer about the terms, starting date, and monthly payments.
QA Summary
Agent Sentiment 😊 Happy
Customer Sentiment 🙂 Satisfied
Resolved ✔ Yes
Compliant ✖ No

Transcript

Agent : Hello, hi good afternoon am I speaking with Rachel Butler?
Customer: Yes.
Agent : Hi, this is Moise calling you from 3247 Home Rescue. How are you today? You good?
Customer: Oh, that was quick. I've not finished filling out the form yet.
Agent : Sorry to bother you I saw you on the GoCompare looking for my home plus cover and I was actually calling to give you some additional discount.
Customer: Oh, right, okay.
Agent : Yeah, so instead of £15.50 Pendamon I will give you the cover in £14.85 Pendamon with a zero excess. Unlimited parts and labours will be covered until the boiler goes unrepairable. 247 helpline is available for you and limited claims you can make and the rest of the thing all I covered. Which is the boiler breakdown and will service Central heating system drainage, home electrics, home security, past control and plumbing. So, can I ask you one thing? What is your boiler age, please?
Customer: Well, I I'm not too sure but I think it must be about five years, maybe six years old.
Agent : That's fine. It's not a problem and Hopefully you are looking for your own residential property where you live and if it is yes, so you are the homeowner.
Customer: Yeah, that's correct.
Agent : Okay, fine, okay, that's fine. Yeah, would you like to go ahead or do you have any questions about this?
Customer: Yeah, what did you say? 14.85?
Agent : £14.85 exactly. A month.
Customer: Okay, and that does include the boiler service as well.
Agent : Exactly. Yeah, it's going to remain the same package. That's the price that I've just dropped for you.
Customer: Okay, thank you.
Agent : Perfect. Yep. Would you like to go ahead?
Customer: Yes.
Agent : Okay. Fine. I've got your first name that's spelled as R-A-C-H-E-L. Your surname is B as in Bravo, U as in Uniform, T as in Tango L as in Lima, E as in Edward and R as in Romeo, right?
Customer: Yeah.
Agent : Yep. Fine. What is your title? Are you missus or miss?
Customer: Oh, missus, I think.
Agent : You think? Okay I don't like MS so I'll stay as a missus even though I'm not really but.
Customer: Okay, it's got missus on my bank details.
Agent : Fine. Okay. So can you please confirm me your email address for the recording?
Customer: Yes, it's Rayanne R-A-E-A-N-N-E One nine five three at gmail.com.
Agent : That's true. And you would like to keep the same phone number ending with 152, right?
Customer: Yeah.
Agent : Okay, could you please confirm me your date of birth?
Customer: Date of birth 13th of August 1953.
Agent : Really? Yeah, I don't have found it.
Customer: Oh.
Agent : Yeah, I just actually shocked okay, all right, that's that's so good that's a good. All right, you didn't sound anyway, so I need to I was actually assuming yourself is about maximum 40 years not more than.
Customer: You do not need to wish you are you just gotta believe in yourself. That's all you have to do right because as a third party, I am assuming you 40 so you should have to do.
Agent : Alright. Yeah, can I get your property postcode in the first line if it's your space yes, it's teeth Tommy F for Freddy one Three if echo P for Papa and it's 16 st. Chad's close. Fine. I would also give your account in the high priority. That means if you've got any problem in your house We will come out and provide you assistance repair as for the date of purchase up to 72. Okay, so this is for your residential property and you are the homeowner of it, right?
Customer: Yeah.
Agent : Okay, I just need to let you know that 247 home rescue is a trading name of 247 home assistance 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 that will help us to arrange we recover, 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. One final thing, we record all of our calls to help us improve how we support our customers. So this is for your residential property, the boiler is working on the natural domestic gas, it is in a fully working condition, and it is a wall-mounted boiler. All three things are correct, right?
Customer: Yes.
Agent : Fine. Can you tell me where is your boiler located at in your house?
Customer: In the kitchen.
Agent : Got it. The make of your boiler is Baxi? You have put it over here?
Customer: Yes.
Agent : Fine. Okay. Can you tell me where is your boiler located at? Oh, sorry, my bad. Can you tell me what's your boiler model?
Customer: Oh, hang on, do you want me to go and have a look?
Agent : If you can, please.
Customer: Baxi. Duotech, it says.
Agent : Duotech, Combi. Serial number.
Customer: Okay.
Agent : No, it's a Duotech Combi, what you're actually telling me is the serial number, and then it says GC number.
Agent : No, it's a Duotech Combi, what you're actually telling me, that's the right one, however, there should be numbers in between Duotech Combi.
Customer: It says 28-H-E-A.
Agent : Give me a second. Okay.
Agent : Okay, fine, does it say Duotech Combi 28-H-E-A?
Customer: Yes.
Agent : Okay, fine, I've got it, thank you. And the boiler age is at about five to six years, right?
Customer: I think so, yes.
Agent : It's alright.
Customer: So, I had a new kitchen fitted about four or five years ago, and I'm pretty sure I had the boiler done at the same time, because I used to have a tank in the loft, and it was all changed within the kitchen.
Agent : Okay, that's alright. So, yeah, so roughly we can say six years, right? Like, maximum.
Customer: Sorry?
Agent : Can we say boiler age maximum six years?
Customer: Say maximum seven, to be on the safe side.
Agent : Fine. Yeah, it's okay. Alright, no problem.
Agent : Do you have any issues with your plumbing, drainage, home electronics, home security, pest control, or no?
Customer: No, everything's fine.
Agent : Perfect. Hopefully it will also be fine in the future as well.
Customer: I did have, oh, probably about ten years ago, I did have a burst pipe in the garage. If that ever happened again, is that covered under this insurance?
Agent : The burst pipe, we do cover. If it's causing you loss of facility, we will come out and provide you assistance to repair, right? And inside the house, if it's an uncontainable leak, obviously, and it's causing you loss of facility, so that will be also covered.
Customer: Okay.
Agent : Fine.
Customer: Yeah, that was just one of the things I wasn't too sure about.
Agent : It's alright, don't worry about this.
Agent : And do you have any issues with your, sorry, my bad, do you have any existing breakdown cover in this place with any other company right at the moment, or no?
Customer: No, I think my home insurance cover is due to run out within the next week or so, but I don't have it with.
Agent : Oh, okay. That's fine, that's fine, no problem. So apart from the home insurance, you do not have any existing breakdown cover, right?
Customer: No.
Agent : Fine.
Agent : I'll confirm here you have chosen my home's loss cover. The features of the policy will going to cover the boiler breakdown, annual service, central heating system, drainage, home electrics, home security, past control plumbing, 247 helpline, unlimited call-outs and claims you can make, and unlimited parts and labours are also covered in this policy until the boiler goes into unreparable.
Agent : Also for the plumbing and drainage, let me tell you, if there is an uncontainable leak which results in loss of facilities, results in flooding, such as blocked things, blocked toilets, blocked drains, we will also come out and provide you assistance or repair.
Agent : So, yeah.
Agent : One thing more I would like to inform you. As a new joining customer, you are getting bonus from us in form of one month free cover for your kitchen appliances, such as tumble dryer, washing machine, fridge freezer, hob, cooker.
Customer: I've already got them covered.
Agent : the integrated appliances in the kitchen, they're all already, they're all covered with another company.
Customer: That's a gainer for me. I was actually giving you a free cover but if you already covered with them that's fine.
Customer: I've only just taken out cover last week with this other company.
Agent : So yeah, but I've just seen that, you know, the home emergency cover was advertised and I was just looking at who did what and I went for you because you seem to be the best.
Agent : All right, thank you so much for this.
Agent : Okay, so you just took the appliances cover last year, sorry, it's my bad, last week with that other part, like with other companies.
Customer: Yes, yes, my direct debit for those is due to come out, I think, at the end of this week.
Agent : So just to confirm, you have chosen my home plus cover. The key product features are shown online to keep our product affordable. There are also something that we don't cover and I am sure you look online and you're happy and understand what the policy features and exclusions, right?
Customer: Yes, I've downloaded the, all the details on the policy. Fine. I've just read through everything.
Agent : Perfect, that's good. And we will send you the full term and condition, please take some time to look at these. If something is not clear, please get in touch.
Customer: Thank you dear, we are nearly finished, but there are a few things I just need to say. If there are any changes to your contact information, address or boiler, please let us know.
Agent : This will help us to confirm that your product continues to meet your needs. To help us help you in the event of a claim, please contact us within 24 hours and you should take reasonable steps to limit any further damage.
Agent : When would you like to start your policy?
Customer: From the 23rd as you already put it over here?
Agent : Oh yes, that'd be fine, yes. 23rd fine, yeah?
Customer: Yeah.
Agent : Okay, your cover will continue for 12 months from your start date and will renew automatically. You can change this at any time by contacting us.
Customer: Terms and conditions provide everything you need, including how to get in touch and how to make a complaint.
Agent : The policy will start from the 23rd of January. Your account holder name is Mrs Rachel Butler and the payment collection date would be the 1st of February and the monthly premium would be only £14.85 a month. You are happy with everything, right?
Customer: Yeah, that's lovely. Thank you.
Agent : Would you like to note down your policy reference number right now or shall I just send you your email?
Customer: Yes, can you let me have the number now, please?
Agent : Yes please, no problem. The policy reference number is G, C, 817321.
Customer: Lovely, thank you.
Agent : Just to confirm, you have chosen my Home Care Plus policy with the service for your residential property where you live.
Customer: Yes, that's fine.
Agent : You are also getting two months free cover for your roadside assistance, about two of your vehicles if you drive.
Customer: I've already got, got, um, breakdown under the car insurance.
Agent : It is all right, it's okay. Before I put you in a quick 90 second survey, anything else?
Customer: No, I think that's it, thank you.
Agent : All right, take care, have a nice day.
Customer: 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? Customer said: Yeah, that's correct. ✅ The agent confirmed that the customer is the homeowner.
Did The Agent Confirm Marketing Preference From Customer? ❌ No marketing preferences were confirmed during the call.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? Agent confirmed name and phone number. ✅ Agent confirmed the name and contact number of the customer.
Did the Agent Confirm the type of Property? Agent said: it's your residential property. ✅ Agent confirmed it was a residential property.
Did the agent confirm it was for domestic gas? Agent said: the boiler is working on the natural domestic gas. ✅ Agent confirmed it was for domestic gas.
Did the agent confirm the boiler was in full working order Agent said: it is in a fully working condition. ✅ Agent confirmed the boiler was in full working order.
Did the agent confirm what Is The Make And Model Of The Boiler? Customer said: Baxi. Duotech, it says. ✅ Agent confirmed the make and model of the boiler.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? Customer said: No, everything's fine. ✅ Customer confirmed no issues with plumbing, drainage, or electrics.
Did the agent confirm where Is The Boiler Located? Customer said: In the kitchen. ✅ Agent confirmed the boiler location.
Did the agent confirm wall Mounted? Agent said: it is a wall-mounted boiler. ✅ Agent confirmed the boiler is wall-mounted.
Did the agent confirm age Of Boiler? Customer said: Say maximum seven, to be on the safe side. ✅ Agent confirmed age of the boiler.
Did the agent informed 14-Days Cooling of Period and Exclusions to customer? ❌ The 14-days cooling period and exclusions were not informed.
Did the agent confirm purchase year of appliance? N/A Appliance cover was not mentioned.
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 cover was not mentioned.
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 cover was not mentioned.
Did the agent confirm the Brand of the Appliance? N/A Appliance cover was not mentioned.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? N/A Appliance cover was not mentioned.
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 cover was not mentioned.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? N/A Appliance cover was not mentioned.
Did the agent informed 30 days Exclusion period to customer? N/A Appliance cover was not mentioned.
Did the agent offer the excess option to customer for appliance either 0 or 49 N/A Appliance cover was 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.
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) ❌ 48-hour exclusion period was not mentioned.
Did the agent confirm do You Have Cover In Place? Customer said: No. ✅ The agent confirmed the customer's existing cover status.
Did the agent confirm scripts Read In Full Regarding The Product Sold? Agent discussed policy terms clearly. ✅ Agent read the necessary parts of the script regarding the product.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Customer agreed to the policy after understanding the details. ✅ Agent provided a clear explanation of the plans offered.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? Customer said: I've downloaded the, all the details on the policy. ✅ Exclusions were discussed with the customer.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent informed monthly premium of £14.85. ✅ Agent informed the customer of the monthly premium.
Did the agent confirm inception Date? Customer said: From the 23rd as you already put it over here? ✅ Inception date was confirmed with the customer.
Did the agent informed customer policy will renew automatically? Agent said: it renew automatically. ✅ Agent informed the customer that policy will renew automatically.
Did the agent confirm dd Details Taken In Full? ❌ Direct debit details were not fully confirmed.
Did the agent provide the Direct Debit date to customer? Payment collection date would be the 1st of February. ✅ Agent provided the Direct Debit date to the customer.
Did the agent confirm length Of Contract? Agent said: your cover will continue for 12 months. ✅ Length of contract was confirmed with the customer.
Did the agent provide the excess information to customer? Agent indicated zero excess. ✅ Excess information was provided to the customer.
Did the agent asked customer If the property is rented (Landlord Property) or Homeowner (Residential Property) ? Agent confirmed it's residential property. ✅ Agent asked for property type.
Did the agent provide Separate Direct Debit To The Customer? N/A No indication of setting up more than one policy.
Did the agent provide the policy reference number to the customer? The policy reference number is G, C, 817321. ✅ Agent provided the policy reference number.
Did the agent take authorization from the correct person if DD details are not for the policyholder N/A DD details matched policyholder, no additional authorization required.
Did the agent add proper notes as per the communication with customer? N/A Notes addition not verifiable from transcript.
Did the agent follow the correct procedures for creating a task on system for relevant department? (if required) N/A No tasks were mentioned or required in this call.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) ✅ Agent used clear, jargon-free language.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? N/A No vulnerability was identified in this call.
Did the agent demonstrate adherence to the Conduct Policy and Treating Customer Fairly guidelines? ✅ Agent conducted the call politely and efficiently.
Did the agent ensure the information was clear, accurate, and not misleading, and confirm the customer’s understanding? Customer confirmed understanding of coverage. ✅ Agent provided clear and accurate information.
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? Before I put you in a quick 90 second survey, anything else? ✅ Agent asked for consent for the end of call survey.
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