Call Details

ID	11021
File	20260117-114419_07760731234-all.mp3
Department	NEWBUS
User	Suhema
Detected	2026-01-17 11:44:19
Audio

Analysis Summary

Summary	The agent called John, a potential 24/7 Home Rescue customer, to offer a discounted boiler cover. Throughout the call, the agent confirmed the customer's details, explained policy benefits and costs, and set up a direct debit. The customer was satisfied and agreed to a 12-month contract. The agent also offered additional services, which the customer declined.
QA Summary	The agent opened the call politely, mentioned the company and personal names, and confirmed the customer's needs. Verification steps were followed by confirming the customer's name, address, and other personal details. Appropriate solutions for the customer's needs were offered and explained adequately. The agent also ensured that the customer understood the contract details, including automatic renewal and the cooling-off period. The call ended with offering a survey and additional support, demonstrating professionalism and a good rapport.
Agent Sentiment	🙂 Satisfied
Customer Sentiment	🙂 Satisfied
Resolved	✔ Yes
Compliant	✔ Yes

Transcript

Agent : Hello? Hi, is that John speaking?

Customer: Yes, yes.

Agent : Hello, this is Suhaima from 24-7 Home Rescue. How are you today?

Customer: I'm okay, thank you.

Agent : Awesome. I believe you were just on our website looking for our boiler cover. I was calling you to offer some additional discounts due to a promotion we're running.

Customer: All right.

Agent : It's set at £14.99 a month. We can drop that down to £13.49 with claim zero excess. So would you like to proceed on that?

Customer: Yeah, I think that would be amazing, yeah.

Agent : Awesome. I do see you've put the start date of the policy as 1st February. Do you want to start with that?

Customer: That would be perfect, yes.

Agent : I want to confirm that you are the homeowner and this is a residential house, correct?

Customer: Yes.

Agent : Could you confirm your name and the property address for security, please?

Customer: Yeah, my name is John McCourt and the property address is 129 Craiglot Avenue. Postcode? G76 0EY.

Agent : Perfect. And the email address I have here is johnnicks, with j-o-h-n-i-c-k, at hotmail.com.

Customer: Hotmail.com, that's correct, yes.

Agent : Right. I think you've misspelled hotmail as the online form.

Customer: Oh, no.

Agent : Yeah, I've sorted it, don't worry.

Customer: Okay, brilliant.

Agent : Now, the phone number would be the one we're talking on, ending with 1234?

Customer: Correct.

Agent : Lovely. What's your date of birth?

Customer: It's 11-09-1972.

Agent : 1972. Oh, I'm 10-09-1973. Oh, wow.

Agent : Now, I just need to let you know that 247 Home Rescue is a trading name of 247 Home Assist Limited. We are authorised and regulated by the Financial Conductor Authority. Our insurance policies are underwritten by Evolution Insurance Company Limited. It's important that you provide full and accurate information, since this helps us to arrange your cover and to support you when you need us. And for details of how we use our information and to view our privacy policy, please visit 247homerescue.co.uk and to record all of our calls to help us improve how we support our customers. Now, the border that you have, it is fully working, domestic, gas-operated and wall-mounted, right?

Customer: Sure, yeah.

Agent : Perfect. Where is it located in the house?

Customer: It's in our laundry room.

Agent : Laundry room, okay. And the make is Baxi. Can you grab the model for me?

Customer: Sure. Give me two seconds.

Agent : Sure. So, it just says Duotech on it.

Customer: There should be a number after Duotech, like 28 or 24.

Agent : What's the number after, sorry?

Customer: And 3C, Duotech 3C Combi.

Agent : Okay, let's have a look. Did you say Duotech 2 Combi?

Customer: No, 3C, one, two, three, so double three.

Agent : Oh, three, three. Okay, let me have a look. Duotech Combi 33, does it say HE after 33 or Combi ERP? ERP.

Agent : Okay, there we go. Perfect. And the boiler age is 10 years you've put online, right?

Customer: Yes.

Agent : Great. And in this property, you don't have any issues with your plumbing and electrics at the moment, correct?

Customer: No, all fine.

Agent : Lovely. Do you have any cover with any other company as of right now or no?

Customer: Yes, I do. My current cover is with EES, but that comes out at the end of the month.

Agent : Right. Is that similar policy which I've offered you?

Customer: Yes, it includes a yearly service and maintenance.

Agent : Right. And do you mind sharing how much you're paying to them?

Customer: Well, they've just increased it, so they've just put it up to £38, I think it was.

Agent : Oh, okay. Is that with the call-out charge or without call-out charge?

Customer: That's without call-out charge.

Agent : Perfect. So this policy will include your boiler service, boiler breakdown, central heating, plumbing and electrics. No excessor call-out charge on this policy either, with the monthly price of £13.49.

Customer: Fantastic.

Agent : And there's also one more thing for you, as we're going ahead with our boiler cover, we are also running a promotion for our new customers that we're providing a month free cover for all of your kitchen appliances, like say a washing machine, fridge, freezer, things like that. So if you have any appliance I can provide you a free complimentary cover for all of the appliances in the house. Do you want to add a washing machine?

Customer: We've actually just, we've had all that just dug recently so we've got cover for that at the moment, thank you.

Agent : Oh, is that with warranty or any other provider?

Customer: That's with warranty I think at the moment.

Agent : Right, that's fine. So there are some things that the warranty goes into notes of it. If you want you can compare it within the first month. If you don't like it you can compare it within the first month with nothing to pay. What do you say?

Customer: Oh no, I'll just leave that just there, thank you.

Agent : That's okay, no bother. Now the key product features of our policies are shown online to keep our products affordable. A few things we don't cover, I'm sure you've looked online and you're happy with the policy features, exclusions, the prices, you're happy with everything we've discussed, right?

Customer: Yeah, absolutely.

Agent : Lovely. We've nearly finished, a few more things. 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 and to help us help you in the event of a claim. Please contact us within 24 hours as we should take reasonable steps to limit any further damage. If there are any recommend improvements to fix any of the main problems, it's your responsibility to make them. If you don't but continue to make claims caused by the same problems, we may not be able to cover them.

Agent : I'm going to start your cover from 1st of February. It's going to continue for 12 months from your start date and will renew automatically. You can change the renewal preference at any time by contacting us. We also contact you before the renewal date to give you all the relevant information. Moreover, our terms and conditions 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 which I'm going to email back to you as well within 3 minutes you can take a look.

Customer: Now, you're happy to proceed based on the information we've discussed, right?

Agent : Yes.

Customer: Lovely. I'll be setting up your direct debit and we don't collect any payments till 8th of February. That's when your first payment is going to go out. I'm ready for the stock code first and then the account number.

Customer: Sure. Stock code is 090129.

Agent : Okay, got it. Account number?

Customer: And the account number is 02730893.

Agent : Perfect. And the name of the account holder?

Customer: Yeah, John McCourt.

Agent : Lovely. Cover starts from 1st of February. Payment will be 8th of February for 1349 and 8th of the month thereafter.

Customer: Now, you want to write down your policy number or should I email it to you?

Agent : If you could give me that, that would be great. Yes, it is C for Charlie, M for Mike.

Customer: Yep.

Agent : 821 821 437 437

Customer: Yep.

Agent : I'm going to drop you an email as well to you. And this is a 12-month contract. So, if you cancel after the first 14 days of ABA cancellation, please. Monthly price 1349 with no excess for your 10-year-old boiler. You can also fix your boiler policy for 2 years for the price of £21.89. So, this policy will remain the same for 2 years. Would you want to do that or just stick to 1 year?

Customer: I'll stick to 1 year at the moment.

Agent : That's great. That's okay. I've emailed the documents. You can check your Jungles PAM. And you can access your documents online through my account using your surname and the reference number. You'll be having access to everything online. And you have 14 days to change your mind. You can terminate the policy with nothing to pay.

Customer: And just for the marketing, can we reach you through phone, text or email? What do you like?

Agent : Probably just email. Thank you.

Customer: Okay. Do you want to authorise somebody else on your account who can speak on your behalf?

Agent : Yeah. Actually, my wife would be... That would be good to put her name on it as well.

Customer: Okay. What's her name?

Agent : Her name is Nicola, N-C-O-L-A, McCourt.

Customer: Okay. I just had a customer before you and his wife was also named Nicola. That's so strange.

Agent : It's one of those days. And what is her phone number?

Customer: It's 07760-731-233.

Agent : Perfect. I've authorised your wife on the account. She can make a claim or book a service.

Agent : We also offer a two-month free car breakdown cover. Would you be interested or you have that already?

Customer: I've got green flag cover already.

Agent : That is amazing. And are you happy to complete a 90-second survey with three short questions in it?

Customer: Sure, yeah. Anything else before I go?

Agent : No, that's fine. Thank you. That's amazing. You enjoy your day. Take care. Bye-bye.

Customer: You too. Thanks a lot. Bye.

Agent : 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: I want to confirm that you are the homeowner.	✅	Agent confirmed customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer?	Agent said: And just for the marketing, can we reach you through phone, text or email?	✅	Agent confirmed marketing preference.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account?	Agent confirmed the wife as the authorized person.	✅	Confirmed authorized person and contact information.
Did the Agent Confirm the type of Property?	Agent said: ...this is a residential house, correct?	✅	Customer confirmed type as residential.
Did the agent confirm it was for domestic gas?	Agent said: it is fully working, domestic, gas-operated.	✅	Domestic gas was confirmed.
Did the agent confirm the boiler was in full working order	Agent said: it is fully working.	✅	Confirmed boiler was in full working order.
Did the agent confirm what Is The Make And Model Of The Boiler?	Agent obtained make as Baxi and model as Duotech 3C Combi.	✅	Make and model were confirmed.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ?	Agent confirmed no issues with plumbing or electrics.	✅	Confirmed no issues with current systems.
Did the agent confirm where Is The Boiler Located?	Customer said: It's in our laundry room.	✅	Boiler location was confirmed.
Did the agent confirm wall Mounted?	Agent confirmed wall-mounted.	✅	Wall-mounted status confirmed.
Did the agent confirm age Of Boiler?	Agent said: And the boiler age is 10 years.	✅	Boiler age was confirmed.
Did the agent informed 14-Days Cooling of Period and Exclusions to customer?	Agent mentioned the 14-day cooling off period.	✅	14-day cooling-off period was informed.
Did the agent confirm purchase year of appliance?		N/A	Appliance Cover was not purchased.
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 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 not mentioned.
Did the agent confirm the Brand of the Appliance?		N/A	Appliance Cover not mentioned.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions?		N/A	Appliance Cover 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 not mentioned.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.?		N/A	Appliance Cover not mentioned.
Did the agent informed 30 days Exclusion period to customer?		N/A	Appliance Cover not mentioned.
Did the agent offer the excess option to customer for appliance either 0 or 49		N/A	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 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 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 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 not mentioned.
Did the agent confirm is the vehicle under 15 years old?		N/A	Car Breakdown Cover 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 not mentioned.
Did the agent informed 48 hours Exclusion of period to customer? (if required)		N/A	Car Breakdown Cover not mentioned.
Did the agent confirm do You Have Cover In Place?	Agent said: Do you have any cover with any other company as of right now?	✅	Confirmed customer had existing cover.
Did the agent confirm scripts Read In Full Regarding The Product Sold?	Agent followed standard script covering all key points.	✅	Script compliance confirmed.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs?	Agent explained policy details and benefits clearly.	✅	Agent provided clear understanding on plans.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)?	Agent mentioned key product exclusions.	✅	Exclusions informed where necessary.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)?	Agent informed customer about the monthly premium of 1349 with no excess.	✅	Premium and excess information was provided.
Did the agent confirm inception Date?	Agent mentioned start date as 1st of February.	✅	The inception date was confirmed.
Did the agent informed customer policy will renew automatically?	Agent informed policy would renew automatically.	✅	Automatic renewal was confirmed.
Did the agent confirm dd Details Taken In Full?	Agent took direct debit details completely.	✅	Direct debit details were collected in full.
Did the agent provide the Direct Debit date to customer?	Agent said no payments till 8th of February.	✅	Direct Debit date was provided.
Did the agent confirm length Of Contract?	Agent mentioned 12-month contract.	✅	Confirmed contract length as 12 months.
Did the agent provide the excess information to customer?	Agent mentioned no excess for policy.	✅	Excess information was provided.
Did the agent asked customer If the property is rented (Landlord Property) or Homeowner (Residential Property) ?	Agent conform type as residential.	✅	Confirmed property type as residential.
Did the agent provide Separate Direct Debit To The Customer?		N/A	Only one policy was set up.
Did the agent provide the policy reference number to the customer?	Agent provided policy number C for Charlie, M for Mike.	✅	Policy reference number was provided.
Did the agent take authorization from the correct person if DD details are not for the policyholder	DD details were confirmed with John.	✅	Authorization taken from policyholder.
Did the agent add proper notes as per the communication with customer?		N/A	Transcript doesn't show notes being recorded.
Did the agent follow the correct procedures for creating a task on system for relevant department? (if required)		N/A	No task creation was needed based on the conversation.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language)	Agent used clear language.	✅	No jargon or slang was detected.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability?		N/A	No vulnerabilities were identified in this call.
Did the agent demonstrate adherence to the Conduct Policy and Treating Customer Fairly guidelines?	Agent handled the call professionally and politely.	✅	Agent adhered to conduct and fairness policies.
Did the agent ensure the information was clear, accurate, and not misleading, and confirm the customer’s understanding?	Agent repeatedly confirmed customer understanding.	✅	Information was clear and understanding confirmed.
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?	Agent asked: Are you happy to complete a 90-second survey?	✅	Customer consent for survey was asked.

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