Call Details

ID11013
File20260110-154656_01952405152-all.mp3
DepartmentNEWBUS
UserMoiz Ahmed
Detected2026-01-10 15:46:56
Audio

Analysis Summary

Summary
The agent called Rachel Butler regarding a home cover policy, confirming details like boiler age and residential status. The customer agreed to a monthly payment and received policy details, including a 14-day cooling-off period. The call ended with the customer authorizing an additional person on the account.
QA Summary
Agent Sentiment 🙂 Satisfied
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 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 : 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: 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. 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. So 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. 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. Right, so what what do you want to know?
Agent : The sort code first.
Customer: Sort code, 07-09-76.
Agent : 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. 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?
Agent : Now, please. 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. Oh, hang on, my pen, just a minute, my pen's gone.
Agent : Hold on, hold on, just a minute.
Customer: Right, uh, G, C, eight, one, seven, three.
Agent : 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, uh, 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 bear. For the marketing preferences for your policy, can they reach you by email, text, phone or post?
Customer: Uh, yes.
Agent : Yes, that's fine. Emails are the best way, probably. Okay, fine. And would you like to authorise anyone on this policy?
Customer: Would I like to what?
Agent : Authorise anyone on this policy?
Customer: Um, I could put my... Can I put my daughter's name down?
Agent : You can. What's her name?
Customer: It's Caroline Dorsett.
Agent : D-O-R-S-E-T-T.
Customer: D-O-R-S-E-T-T.
Agent : Dorsett. D-O-R-S-E-T-T.
Customer: Okay.
Agent : Caroline, obviously that's C-A-R-O-L-I-N-E, right?
Customer: Yeah.
Agent : As in India.
Customer: Yes.
Agent : Obviously. 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, uh, 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. 07877320279.
Agent : I got you. 0787732027, am I right?
Customer: Yes, 27 at the end, yes.
Agent : Fine, okay. It is 0787732027. Correct?
Customer: Yes.
Agent : Thank you. And in the last, I would want to also inform you, you are also getting two months free cover for your roadside assistance, about two of your vehicle if you drive.
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. Okay you're all right 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 of the call if it's possible only.
Customer: Yes that's fine.
Agent : Thank you, anything else before I put you in the survey sir?
Customer: No I think that's it, thank you.
Agent : All right indeed, take care, have a nice day and stay young, keep laughing every single day, take care, say bye.
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? Agent confirmed the customer is the homeowner. ✅ Agent inquired about residential property ownership.
Did The Agent Confirm Marketing Preference From Customer? Agent asked if marketing contact could be through email, text, phone, or post. ✅ Agent confirmed marketing preference during the call.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? Agent confirmed Caroline Dorsett's name and phone number. ✅ The agent documented the authorized person's details.
Did the Agent Confirm the type of Property? Agent confirmed it was a residential property. ✅ Agent verified the property type with the customer.
Did the agent confirm it was for domestic gas? N/A Boiler cover condition not present in transcript.
Did the agent confirm the boiler was in full working order N/A Boiler cover condition not present in transcript.
Did the agent confirm what Is The Make And Model Of The Boiler? N/A Boiler cover condition not present in transcript.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? N/A Boiler cover condition not present in transcript.
Did the agent confirm where Is The Boiler Located? N/A Boiler cover condition not present in transcript.
Did the agent confirm wall Mounted? N/A Boiler cover condition not present in transcript.
Did the agent confirm age Of Boiler? Customer mentioned boiler age approximately five or six years. ✅ Customer provided age of the boiler when asked.
Did the agent informed 14-Days Cooling of Period and Exclusions to customer? Agent informed about the 14-day cooling-off period. ✅ Agent communicated the cooling-off period during the call.
Did the agent confirm purchase year of appliance? N/A Appliance cover 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 Appliance cover 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 Appliance cover condition not present in transcript.
Did the agent confirm the Brand of the Appliance? N/A Appliance cover condition not present in transcript.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? N/A Appliance cover 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 Appliance cover 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 Appliance cover condition not present in transcript.
Did the agent informed 30 days Exclusion period to customer? N/A Appliance cover condition not present in transcript.
Did the agent offer the excess option to customer for appliance either 0 or 49 N/A Appliance cover 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 Car Breakdown 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 Car Breakdown 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 Car Breakdown 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 Car Breakdown condition not present in transcript.
Did the agent confirm is the vehicle under 15 years old? N/A Car Breakdown 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 Car Breakdown condition not present in transcript.
Did the agent informed 48 hours Exclusion of period to customer? (if required) N/A No indication of a 48-hour exclusion requirement in the transcript.
Did the agent confirm do You Have Cover In Place? ❌ The agent did not inquire about existing cover during the call.
Did the agent confirm scripts Read In Full Regarding The Product Sold? Agent confirmed the product features were shown online. ✅ Agent ensured understanding by verifying exclusions and policy details.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent explained the monthly rate and package features clearly. ✅ The customer confirmed understanding and agreed to the terms.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? Agent discussed policy exclusions and confirmed customer understanding. ✅ Agent addressed exclusions through the documentation and during the conversation.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent confirmed the £14.85 monthly premium with no excess. ✅ Call included confirmation of monthly charges and coverage.
Did the agent confirm inception Date? Agent confirmed the start date as 23rd of Jan. ✅ Agent explicitly confirmed the policy's start date with the customer.
Did the agent informed customer policy will renew automatically? Agent informed of automatic renewal during the call. ✅ Agent explained renewal process clearly to the customer.
Did the agent confirm dd Details Taken In Full? Agent confirmed sort code and account number for direct debit. ✅ Agent took and confirmed bank details during the call.
Did the agent provide the Direct Debit date to customer? Agent mentioned the direct debit date as 1st of February. ✅ The direct debit date was clearly communicated to the customer.
Did the agent confirm length Of Contract? Agent confirmed a 12-month contract length. ✅ Contract length was specified and confirmed on the call.
Did the agent provide the excess information to customer? Agent specified no excess on the policy. ✅ Excess details were confirmed as zero during the call.
Did the agent asked customer If the property is rented (Landlord Property) or Homeowner (Residential Property) ? Confirmed customer's status as a homeowner. ✅ Agent confirmed residential status as a homeowner.
Did the agent provide Separate Direct Debit To The Customer? N/A Condition not met: no indication of multiple policy setup.
Did the agent provide the policy reference number to the customer? Agent provided the customer with a policy reference number. ✅ Customer received and confirmed the reference number.
Did the agent take authorization from the correct person if DD details are not for the policyholder N/A No situation arose where DD details were for someone other than the policyholder.
Did the agent add proper notes as per the communication with customer? N/A Transcript does not provide 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 creation was discussed or required during the call.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) ✅ Agent communicated clearly without jargon.
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 or addressed.
Did the agent demonstrate adherence to the Conduct Policy and Treating Customer Fairly guidelines? ✅ Agent displayed fairness and clear communication throughout the call.
Did the agent ensure the information was clear, accurate, and not misleading, and confirm the customer’s understanding? ✅ Agent confirmed understanding and provided clear information.
Did the agent Inform customer of subject access request? (If needed) N/A Subject access request was not required in this conversation.
Did the agent ask customers consent for the End of Call Survey? Agent asked for consent to a survey at the end. ✅ Agent requested customer participation in a survey post-call.
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