Call Details

ID11012
File20260110-154656_01952405152-all.mp3
DepartmentNEWBUS
UserMoiz Ahmed
Detected2026-01-10 15:46:56
Audio

Analysis Summary

Summary
The agent discussed and confirmed details for a Home Plus policy with the customer, addressing questions about cover and features. The call concluded with confirmation of customer details and policy agreement.
QA Summary
The agent opened the call professionally, verified the customer's details, and offered a home insurance policy. They confirmed the policy features, ensured customer satisfaction, and avoided jargon. The agent asked necessary verification questions and confirmed a 12-month contract with the automatic renewal date. They maintained professionalism and comprehensive communication throughout the call.
Agent Sentiment 🙂 Satisfied
Customer Sentiment 🙂 Satisfied
Resolved ✔ Yes
Compliant ✔ Yes

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 under repairable 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'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 as 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 Mrs. or Miss?
Customer: Oh, Mrs. I think You think? Okay. All right I don't like MS so I'll stay as a Mrs even though I'm not really but
Agent : Okay, okay, all right. It's got Mrs. 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?
Customer: Yeah
Agent : 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
Customer: All right
Agent : 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
Customer: Yeah
Agent : Can I get your property postcode in the first line of your space?
Customer: yes, it's T for me F for Freddy one Three if echo P for Papa and it's 16 st. Chad's close
Agent : 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
Customer: 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?
Customer: 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, Duotech Combi, serial number, and then it says GC number.
Agent : No, 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 HEA.
Agent : Give me a second, okay, okay, fine, does it say Duotech Combi 28 HEA?
Customer: Yes.
Agent : Okay, fine, I've got it, thank you, and the boiler age is at about 5 to 6 years, right?
Customer: I think so, yes.
Agent : It's all right.
Customer: So I had a new kitchen fitted about 4 or 5 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 all right, so yeah, so roughly we can say 6 years, right? Like maximum.
Customer: Sorry?
Agent : Can we say boiler age maximum 6 years?
Customer: Say maximum 7 to be on the safe side.
Agent : Fine, yeah, it's okay, all right, no problem. Do you have any issues with your plumbing, drainage, home electronics, home security, pest control, or no?
Customer: No, everything's fine.
Agent : Hopefully it will also be fine in the future as well.
Customer: I did have, oh, probably about 10 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 under this.
Customer: Okay, yeah, that was just one of the things I wasn't too sure about.
Agent : It's all right, 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. I'll confirm here you have chosen my home insurance 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 inunreparable. 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, 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: Erm, I've already got them covered.
Agent : the integrated appliances in the kitchen, they're all already, they're all covered with another company. That's a gainer for me.
Customer: 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. 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 party, 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, coming week, this next week.
Agent : That's fine, no problem at all, it's okay.
Agent : So just to confirm, you have chosen my home plus cover.
Agent : 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: Sorry, say that bit again.
Agent : Sure, for 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 are happy and understand what the policy features and exclusions, right?
Customer: Yes, I've downloaded the, all the details on the policy.
Agent : Fine. I've just read through everything.
Customer: 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. 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. 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. If our engineer recommends improvements to fix an underlying problem, it is your responsibility to make them. If you don't but continue to make claim caused by the same problem, we may not be able to cover them.
Customer: So when would you like to start your policy?
Agent : From the 23rd, as you already put it over here?
Customer: Oh yes, that'd be fine, yes.
Agent : 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. We will contact you before your renewal date to give you all the relevant information. Terms and conditions provide everything you need, including how to get in touch and how to make a complaint. There's also an insurance product information document which is a summary of your insurance cover. I'll send these with your welcome letter. Please take some time to read through them and I believe you are happy to proceed based on the information we have discussed so far.
Customer: Yes, yeah.
Agent : Okay, thank you indeed. Can I now take your directivity so please we can set up your monthly payments?
Customer: Yeah, hang on, just let me get the bank details.
Agent : Right, so what do you want to know?
Customer: The sort code first.
Agent : Sort code, 07-09-76. Account number?
Customer: 0226-0748.
Agent : Okay, give me a second. 0226-0748, yeah.
Customer: Yeah.
Agent : Fine, okay. And account exactly your name?
Customer: Yes, Mrs Rachel Butler.
Agent : Fine, thank you. Sort code is 07-09-76 and your account number is 02260748, right?
Customer: Yeah.
Agent : Fine, thank you. So the policy is going to start from the 23rd of Jan. Your account holonym 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.
Agent : Thank you. 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. Once you're ready, do just let me know.
Customer: Yeah, I'm ready.
Agent : Okay, it's called Charlie.
Customer: It's, it's what?
Agent : Uh, G as in Golf, C as in Charlie.
Customer: G, C, yeah.
Agent : Eight, one, seven, three.
Customer: Yep.
Agent : Two, one.
Customer: Yep.
Agent : Oh, hang on, my pen, just a minute, my pen's gone. Hold on, hold on just a minute. Right, G, C, eight, one, seven, three. Two, one after that.
Customer: Two, one.
Agent : Yeah, let me repeat it back to you. G, C, eight, one, seven, three, two, one.
Customer: Lovely, thank you.
Agent : Fine. Just to confirm, you have chosen my Home Care Plus policy with the service for your residential property where you live. This is a 12-month off contract. If you cancel after the first 14 days, there might be a cancellation fee. Your first AIS monthly payment, which will be taken by direct debit, will be £14.85 a month with the zero fee, zero call-out charges. BoilerAid is for you maximum seven years old. Now, I have an option right at this minute. If you would like to fix the price for two years, you can fix it for two years in just a couple of more pounds, then it will be £23.25 a month if you wish to fix it right now for two years.
Customer: Um, I'll stick with the 14.85 a month for the first 12 months and then...
Agent : Okay, yeah, it's all right, no problem. I'll send you an email containing your welcome letter and important documents including the full term and condition. Please note that this email may appear in your Junkers spam folder. You can also access all your documents anytime through my account on our website. Just enter your surname and their reference number. Please take a few moments to review the information carefully. If you change your mind or have any further questions, please get in touch. You have 14 days holding off period in which you may cancel the policy with absolutely nothing to pay for the marketing preferences for your policy. Can we reach you by email, text, phone or post?
Customer: Uh, yes. Yes, that's fine. Emails are the best way probably.
Agent : Okay, fine. And would you like to authorise anyone on this policy?
Customer: Would I like to what? Authorise anyone on this policy?
Customer: Um, I could put my... Can I put my daughter's name down?
Agent : You can.
Customer: What's her name?
Customer: It's Caroline Dorsett. D-O-R-S-E-T-T.
Agent : D-O-R-S-E-T-T.
Customer: Dorsett.
Agent : D-O-R-S-E-T-T.
Customer: Okay.
Agent : Caroline, obviously that's C-A-R-O-L-I-N-E, right?
Customer: As in India.
Agent : Yes.
Customer: Obviously.
Agent : And Dorsett. Delta, Oscar, Romeo, Sierra, Echo, Tango, Tango, am I right?
Customer: That's it, yes.
Agent : Okay, fine. What's her telephone number?
Customer: Oh, hang on a minute. I'll have to have a look. Just a minute.
Agent : Sure, you can.
Customer: Right, let me just, just a second.
Customer: Um, phone.
Agent : 07877320279. Got you.
Customer: 0787732027, am I right?
Customer: Yes, 27 at the end, yes.
Agent : Fine, okay. It is 07877320279, correct?
Customer: Yes, yes, yes.
Agent : Thank you. And in the last, I would like to also inform you, you are also getting two months free cover for your roadside assistance, about two of your vehicle if you drive. If you have two or one car, you can have the free cover on those.
Customer: I've already got, got, um, breakdown under the car insurance.
Agent : It is all right. It's okay. Again it was a suffering. It's fine. No problem.
Customer: Okay, you're all right.
Agent : And in the last, would that be okay for you if I just put you in a quick 90 second survey just for a three quick questions just to get the feedback off the call if it's possible only.
Customer: Yes, that's fine.
Agent : Thank you. Anything else before I put you in the service?
Customer: No, I think that's it.
Agent : All right. Indeed. Take care. Have a nice day and stay young. Keep laughing every single day.
Customer: Take care. 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? Customer said: Yeah, that's correct. Agent said: Okay, fine. ✅ The agent confirmed the customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer? Customer said: Uh, yes. Yes, that's fine. Emails are the best way probably. ✅ The agent confirmed the marketing preference as email.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? Customer said: It's Caroline Dorsett. 07877320279. ✅ The agent confirmed the name and contact number of the authorized person.
Did the Agent Confirm the type of Property? Agent said: Hopefully you are looking for your own residential property where you live. ✅ The agent confirmed the property type as residential.
Did the agent confirm it was for domestic gas? Agent said: the boiler is working on the natural domestic gas ✅ The agent confirmed domestic gas for the boiler.
Did the agent confirm the boiler was in full working order Agent said: it is in a fully working condition ✅ Agent confirmed the boiler is in full working order.
Did the agent confirm what Is The Make And Model Of The Boiler? Customer said: Baxi, Duotech it says, Duotech Combi, 28 HEA. ✅ The 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. ✅ The agent confirmed there were no plumbing drainage or electrics issues.
Did the agent confirm where Is The Boiler Located? Customer said: In the kitchen. ✅ The agent confirmed the boiler location in the kitchen.
Did the agent confirm wall Mounted? Agent said: it is a wall-mounted boiler. ✅ The agent confirmed the boiler is wall-mounted.
Did the agent confirm age Of Boiler? Customer said: Say maximum 7 to be on the safe side. ✅ The agent confirmed the age of the boiler as 7 years.
Did the agent informed 14-Days Cooling of Period and Exclusions to customer? Agent said: You have 14 days holding off period in which you may cancel the policy. ✅ The agent informed the 14-days cooling off period.
Did the agent 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 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 period to customer? N/A Condition not present in transcript.
Did the agent offer the excess option to customer for appliance either 0 or 49 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) Agent explained key features and customer agreed. ✅ The agent ensured exclusions were understood.
Did the agent confirm do You Have Cover In Place? Customer said: No. Agent asked about existing cover. ✅ Agent confirmed existing cover situation.
Did the agent confirm scripts Read In Full Regarding The Product Sold? Agent provided full policy details. ✅ Scripts were fully read by the agent.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Customer expressed understanding and agreement. ✅ Agent explained plans according to customer needs.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? Agent explained exclusions and features. ✅ Customer was informed about key product exclusions.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent said: Your first AIS monthly payment... £14.85 a month. ✅ Agent informed customer of monthly premium.
Did the agent confirm inception Date? Agent said: So when would you like to start your policy? ✅ The inception date was agreed for January 23rd.
Did the agent informed customer policy will renew automatically? Agent said: your cover will continue for 12 months and will renew automatically. ✅ Agent informed about the automatic renewal.
Did the agent confirm dd Details Taken In Full? Agent collected and confirmed DD details. ✅ All direct debit details were confirmed accurately.
Did the agent provide the Direct Debit date to customer? Collection date would be the 1st of February. ✅ Agent provided the Direct Debit date.
Did the agent confirm length Of Contract? Agent confirmed 12-month contract. ✅ The contract length was confirmed.
Did the agent provide the excess information to customer? Policy included £0 excess information confirmed. ✅ Customer was made aware of the excess details.
Did the agent asked customer If the property is rented (Landlord Property) or Homeowner (Residential Property) ? Confirmed homeowner, CP12 not applicable. ✅ The property confirmed as residential.
Did the agent provide Separate Direct Debit To The Customer? N/A Not setting up more than one policy.
Did the agent provide the policy reference number to the customer? Agent said: policy reference number G, C, 8, 1, 7, 3, 2, 1. ✅ The policy reference number was given.
Did the agent take authorization from the correct person if DD details are not for the policyholder N/A Authorized from policyholder directly.
Did the agent add proper notes as per the communication with customer? N/A Not enough information on note-taking.
Did the agent follow the correct procedures for creating a task on system for relevant department? (if required) N/A No task-creating requirement evident in call.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Clear, everyday language was used. ✅ Agent did not use jargon or industry slang.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? N/A No customer vulnerability observed.
Did the agent demonstrate adherence to the Conduct Policy and Treating Customer Fairly guidelines? Agent maintained fairness and respect. ✅ Good adherence to conduct and fairness.
Did the agent ensure the information was clear, accurate, and not misleading, and confirm the customer’s understanding? Customer confirmed understanding and agreement. ✅ Information was clear and accurate.
Did the agent Inform customer of subject access request? (If needed) N/A No subject access request required.
Did the agent ask customers consent for the End of Call Survey? Agent asked for survey consent. ✅ Customer agreed to end-of-call survey.
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