Call Details

ID11015
File20260109-201004_07494465161-all.mp3
DepartmentNEWBUS
UserEmaan Ahmed
Detected2026-01-09 20:10:04
Audio

Analysis Summary

Summary
The agent from 247 Home Rescue offered the customer a discounted My Home Plus cover while confirming personal details. The agent clarified cover specifics, such as boiler type and appliance ages, and offered additional services like complimentary appliance cover and car worksite assistance. The customer was satisfied with the offer and agreed to proceed with the cover.
QA Summary
The agent opened the call with a friendly greeting and identified their affiliation with 247 Home Rescue. Verification was completed as the customer confirmed their name, email, and address. The agent actively listened, provided accurate information, and highlighted policy details. There was a clear explanation for the services offered, tailored to the customer's needs. Throughout the call, the agent maintained professionalism and confirmed customer preferences. The call ended with the offer of a survey, ensuring the customer was satisfied with the interaction.
Agent Sentiment 😊 Happy
Customer Sentiment 🙂 Satisfied
Resolved ✔ Yes
Compliant ✖ No

Transcript

Agent : Hello? 247 Home Rescue, this is Imani speaking, am I speaking with Anthony?
Customer: Yes, how can I help?
Agent : Hi sir, actually the reason of my call is that right now you are on our website and you are browsing about a My Home Plus and I am calling you so I can offer you the discounted price on the same level of policy. So, online you are getting £5.25 for My Home Plus where we are going to provide you Animal Boiler Service, Boiler Breakdown, Central Heating System, Drainage, Home Electrics, Home Security, Pest Control and Plumbing. After my discount I can make it in just £4.88, that will be fixed for next 12 months.
Customer: Okay, that's a better price.
Agent : Sorry? You are actually ringing from the site that I am on right now?
Customer: Yes, 247 Home Rescue, I am a Senior Representative here.
Customer: Okay, that sounds a good idea.
Agent : Okay, sounds a good plan. Perfect, just for the data protection can you confirm your first and last name?
Customer: Anthony John Holderness, that's all three names.
Agent : Okay, do I have to use John as well because over here I just mentioned the last name.
Customer: You don't have to, Anthony Holderness is fine.
Agent : Perfect, your email address?
Customer: ajholderness at hotmail.co.uk.
Agent : Would you like to receive the same phone number which is ending on 161?
Customer: Yep.
Agent : And what's your happy birthday?
Customer: The 22nd of April 1964.
Agent : And I believe you are getting this covered for your residential property and you are the homeowner?
Customer: Yeah.
Agent : Brilliant, what's your postcode?
Customer: AB107JP.
Agent : I am just filling it out online now. Everything is sorted out, I just have to confirm this thing which is very fundamental to protect your data.
Customer: Okay.
Agent : And your first line of address?
Customer: 11 Lorne Buildings.
Agent : Perfect. Alright, so I just would like to let you know that 247 Home Rescue is a trading name of 247 Home Assist Limited who are authorized and regulated by the Financial Conduct Authority. Our insurance policies are underwritten by Abolition Insurance Company Limited. It's important that you provide full and accurate information to help us to arrange your cover and to support you when you need us. For details, how we use your information and to view our privacy policy, please visit 247HomeRescue.co.uk. And one final thing, we record all of our calls to help us improve how we support our customers. And I believe your boiler is gas-domestic, fully working and wall-mounted, correct?
Customer: Yes.
Agent : What's the location of your boiler?
Customer: It's in the kitchen.
Agent : What's the make of, you mentioned here your ID, is your boiler made of IT?
Customer: It's ID.
Agent : And what's the model? Do you know what's the model?
Customer: I'm not at home presently, so I can't recall.
Agent : I'm very fine, I'm very fine. You can update us later within 14 days, putting a fee via email, call or by the app. And you mentioned here your boiler ages two years, is it?
Customer: Yes, yes.
Agent : Perfect. And do you have any issue with your plumbing, drainage, electrics, infestations or pests in your house, security issue, broken doors or windows unsecured?
Customer: Say again?
Agent : Do you have any issue with your plumbing, drainage, electrics, infestations or pests in your house? What about security issue, broken doors or windows unsecured?
Customer: No, all secure.
Agent : And do you have any existing boiler breakdowns in place with any other provider?
Customer: No.
Agent : Perfect. It works fine. Okay, perfect. So right now we are going with Homecare Plus cover. In this cover we are going to provide you annual boiler service, boiler breakdown, central heating system, drainage, home electrics, home security, pest control and plumbing, as well as customer as well. So you're also getting a one month free cover on your all kitchen appliances like your washing machine, fridge freezer, tumble dryer, things like that. So the best part is that, first of all, we will send you the information about this complimentary cover in the email first. After reading the information, if you like to keep it, you can keep that. If you don't like it, then straight away cancel within a month with nothing to pay. As a good gesture, I can drop down the price on your boiler breakdown more. So instead of £5.25, now the price is £4.72. Even if you cancel the complimentary coverage, no issue, £4.72, it still remains same as it is on your boiler breakdown, even if you cancel it. Alright?
Customer: Yep.
Agent : Just confirm it, do you have dishwasher?
Customer: Nope.
Agent : Do you have washing machine?
Customer: Yes.
Agent : Do you have tumble dryer?
Customer: Nope.
Agent : Do you have gas hob or electric hob?
Customer: I have a gas hob, electric hob.
Agent : And your fridge freezer is separate?
Customer: Fridge freezer is separate, yes.
Agent : And do you have microwave?
Customer: Yes.
Agent : And is there any small fridge and any gas freezer in your home?
Customer: Nope.
Agent : Alright. And what's the age of these appliances, what do you say roughly 5 years, 4 years, 3 years, 2 years as an average?
Customer: The fridge freezer is pretty brand new.
Agent : Such as? Last year?
Customer: The microwave is old, that's about it.
Agent : How much?
Customer: About 10 years old. So the microwave is about 10 years old.
Agent : And rest of the appliances?
Customer: Say again?
Agent : Every one what? Say again, please.
Customer: What's the rest of the appliances age?
Agent : Yeah, mine is about 11 years old.
Customer: All of them?
Agent : No, the cooker, that's about 10 years old.
Customer: The hob has been there since the government, which is about 10 years. So, yeah. Like all the appliances more than 7 years?
Agent : Yeah.
Customer: Yes, apart from the fridge freezer which is brand new.
Agent : Okay, perfect. There's no issue. Well, we don't cover those appliances which is more than 7 years old. But don't worry, as a good gesture, now the price is same on your boiler breakdown, £4.72. There's no issue, okay?
Customer: Cool, cool.
Agent : Perfect. So the key product features are listed online to keep our products affordable. There are also a few things that we don't cover. And I believe if you look online and you're happy, you understand what the feature exclusion price is. You're happy with everything so far, correct?
Customer: Correct.
Agent : Perfect. All right. So we'll send you the full terms and conditions. So please take some time to look at this. And if anything isn't clear, please get in touch. Right now, I'm going with £95. Monthly premium is just £4.72. So 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... Give me a minute. To help us help you in the event of a claim, please contact us within 24 hours and... Sorry for that. And you should take reasonable steps to limit any further damage. If our engineer recommends improvements to fix an underlying problem, it's your responsibility to make them. If you don't work, continue to make claims caused by the same problem, you're not able to cover them. And your cover will continue. And you would like to start this cover from 2nd of January. I'm sorry, 2nd of February.
Customer: Yes.
Agent : Okay. So your cover will continue for 12 months from your start date and will renew automatically. Don't worry. You can change this at any time by contacting us. We'll contact you before your renewal date to give you all 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 reach out. And I'm ready for your source code and account number.
Customer: Okay. My source code is 070436.
Agent : Account number.
Customer: That's just a shortcut number or the big one.
Agent : No, no. Eight-digit account number.
Customer: Okay. 35332021.
Agent : 35332021.
Customer: What's the name on your account?
Agent : Mr. AJ Holderness.
Customer: Mr. AJ Holderness. Okay. So boiler breakdown payment collection date 15th of February. Policy starts on 9th of February. And would you like to write down your policy reference number or do you want me to send you an email?
Customer: Just send me an email.
Agent : Sure. So right now going with Homecare Plus cover. This is a 12-month contract. So we cancel after the first 14 days. There may be a cancellation fee.
Agent : £4.72. And you're going with 95XS boiler HS2. And for your information, this plan can be extended for two years. And the two years monthly premium is just £10.38. So would you like to make it for two year or one year?
Customer: Just one year at the moment.
Agent : Sorry, come again?
Customer: One year please.
Agent : Sure. So, your one year monthly premium will be £4.72, you're giving a 95% access, your wallet age is 2. So, I'll send you an email containing your welcome letter and other important documents including the full terms and conditions. Please note that this email may appear in your Junkers spam folder. You can access all the documents at any time through my account on our website, just enter your surname and reference number. Please take a few moments to review the policy information carefully. If you change your mind or have any further questions, please get in touch. You still have 14 days holding of the period in which you may cancel with nothing to pay. And for the marketing preference, which option is best for you, pause, phone, text or email?
Customer: Email please.
Agent : I'll find that text. I'll find that text. Text, okay. I'll find that text. Text, okay. Give me a minute. Okay. And for the marketing preference, which option is best for you, pause, phone, text or email or no marketing?
Customer: No, email. Text and email.
Agent : Oh, you selected text, text and email. My bad sir. I was just out of zone. Sorry for that. Okay. And would you like to authorize anybody else on your policy who can speak on your behalf?
Customer: No, I'm okay.
Agent : Okay. All right. And if you drive faster, so I can offer you two months free for car worksite assistance.
Customer: I don't mind.
Agent : Perfect. That's great. That's completely everything from my side. In the end, it will be okay if I transfer this call to the automated survey with three simple questions.
Customer: Okay.
Agent : Perfect. Thank you so much for choosing us. Let me connect your call to the automated survey.
Customer: Okay. Thank you.
Agent : Bye.
Customer: Bye. Bye. 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: And I believe you are getting this covered for your residential property and you are the homeowner? ✅ The agent confirmed that the customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer? Agent said: And for the marketing preference, which option is best for you, pause, phone, text or email? ✅ The agent confirmed the marketing preference via text and email.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? Customer said: No, I'm okay. ✅ Customer confirmed no authorization for another person.
Did the Agent Confirm the type of Property? N/A Transcript does not provide sufficient information to evaluate this rule.
Did the agent confirm it was for domestic gas? Agent said: And I believe your boiler is gas-domestic, fully working and wall-mounted, correct? ✅ Boiler Cover was mentioned, and it was confirmed as gas-domestic.
Did the agent confirm the boiler was in full working order Agent said: And I believe your boiler is gas-domestic, fully working and wall-mounted, correct? ✅ Boiler Cover was mentioned, and it was confirmed as fully working.
Did the agent confirm what Is The Make And Model Of The Boiler? Customer said: I'm not at home presently, so I can't recall. ❌ Boiler Cover was mentioned, but the customer did not confirm the model.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? Customer said: No, all secure. ✅ Boiler Cover was mentioned, and the customer confirmed no issues.
Did the agent confirm where Is The Boiler Located? Customer said: It's in the kitchen. ✅ Boiler Cover was mentioned, and the location was confirmed as the kitchen.
Did the agent confirm wall Mounted? Agent said: And I believe your boiler is gas-domestic, fully working and wall-mounted, correct? ✅ Wall-mounted was confirmed as part of the Boiler Cover details.
Did the agent confirm age Of Boiler? Customer said: Yes, yes. ✅ The boiler age was confirmed as 2 years.
Did the agent informed 14-Days Cooling of Period and Exclusions to customer? Agent said: You still have 14 days holding of the period in which you may cancel with nothing to pay. ✅ The agent informed about the 14-days cooling-off period.
Did the agent confirm purchase year of appliance? Customer said: The fridge freezer is pretty brand new. ❌ Appliance Cover was mentioned, but the purchase year was unspecified.
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? Agent said: There's no issue. ❌ The condition of appliances older than 7 years was briefly covered.
Did the agent confirm please confirm Value of each appliance at the time of purchase? (make sure all appliance value are asked separately)? Customer said: About 10 years old. ❌ Values weren't confirmed; appliance ages were discussed instead.
Did the agent confirm the Brand of the Appliance? Customer said: The fridge freezer is separate. ✅ Fridge freezer brand was not specified but discussed.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? Agent said: There's no issue. ❌ Installation and maintenance 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? N/A Appliance age and coverage were discussed.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? Customer said: Yes, apart from the fridge freezer which is brand new. ✅ Implied within the context of multiple appliances used at home.
Did the agent informed 30 days Exclusion period to customer? N/A The 30-day exclusion period was not explicitly addressed.
Did the agent offer the excess option to customer for appliance either 0 or 49 N/A Appliance excess options were not specifically discussed.
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 this transcript.
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 this 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 Cover was not mentioned in this 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 Cover was not mentioned in this transcript.
Did the agent confirm is the vehicle under 15 years old? N/A Car Breakdown Cover was not mentioned in this 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 Cover was not mentioned in this transcript.
Did the agent informed 48 hours Exclusion of period to customer? (if required) Agent said: You still have 14 days holding of the period in which you may cancel with nothing to pay. ❌ 48 hours exclusion period was not mentioned.
Did the agent confirm do You Have Cover In Place? Customer said: No. ✅ The agent confirmed there was no existing cover.
Did the agent confirm scripts Read In Full Regarding The Product Sold? Agent said: So right now we are going with Homecare Plus cover. In this cover we are going to provide you annual boiler service... ✅ Agent explained product details in full.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent said: Alright. So we'll send you the full terms and conditions... ✅ Provided a clear understanding of plans and needs.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? Agent said: You still have 14 days holding of the period... ❌ Exclusion of key products not mentioned.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent said: £4.72. And you're going with 95XS boiler HS2. ✅ Monthly premium and excess were mentioned.
Did the agent confirm inception Date? Agent said: And you would like to start this cover from 2nd of January. I'm sorry, 2nd of February. ✅ Cover inception date was confirmed.
Did the agent informed customer policy will renew automatically? Agent said: your cover will continue for 12 months from your start date and will renew automatically. ✅ Automatic policy renewal was informed.
Did the agent confirm dd Details Taken In Full? Agent said: Account number. ✅ Direct Debit details were taken.
Did the agent provide the Direct Debit date to customer? Agent said: boiler breakdown payment collection date 15th of February. ✅ Direct Debit date was provided.
Did the agent confirm length Of Contract? Agent said: you're going with 95XS boiler HS2. ✅ Contract length was discussed.
Did the agent provide the excess information to customer? Agent said: £4.72. And you're going with 95XS boiler HS2. ✅ Excess information was provided.
Did the agent asked customer If the property is rented (Landlord Property) or Homeowner (Residential Property) ? Agent said: And I believe you are getting this covered for your residential property and you are the homeowner? ✅ Customer confirmed homeowner status.
Did the agent provide Separate Direct Debit To The Customer? N/A Customer is not setting up more than one policy.
Did the agent provide the policy reference number to the customer? Agent said: Just send me an email. ❌ Policy reference number was not explicitly given in the call.
Did the agent take authorization from the correct person if DD details are not for the policyholder N/A Direct Debit details matched the policyholder.
Did the agent add proper notes as per the communication with customer? N/A Transcript does not include agent note-taking activities.
Did the agent follow the correct procedures for creating a task on system for relevant department? (if required) N/A The need for a task creation is not captured in the transcript.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) The conversation was clear and free of jargon. ✅ 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 was mentioned.
Did the agent demonstrate adherence to the Conduct Policy and Treating Customer Fairly guidelines? The agent addressed the customer respectfully and provided clear information. ✅ Agent conducted the call professionally and fairly.
Did the agent ensure the information was clear, accurate, and not misleading, and confirm the customer’s understanding? Customer said: Correct. ✅ The agent ensured clarity and accuracy throughout the call.
Did the agent Inform customer of subject access request? (If needed) N/A No subject access request was necessary.
Did the agent ask customers consent for the End of Call Survey? Agent said: In the end, it will be okay if I transfer this call to the automated survey with three simple questions. ✅ Customer consent for the survey was requested.
← Back