Call Details

ID11022
File20260119-154037_07983470534-all.mp3
DepartmentNEWBUS
UserArham Ahmed
Detected2026-01-19 15:40:37
Audio

Analysis Summary

Summary
The agent assisted Hannah with selecting a home cover policy, providing detailed pricing information and confirming property and boiler details. The agent also offered a promotional appliance cover and clearly explained the terms and conditions. The customer confirmed her information, and the policy was finalized with an arranged payment plan.
QA Summary
The agent effectively opened the call with a greeting and introduced themselves, confirming the customer's name and details efficiently. Verification was carried out with all necessary details including the customer's address and contact information. The agent showcased strong knowledge on the offered products, providing detailed options, and confirming understanding of contractual terms. The call concluded professionally, with the agent confirming all critical details and soliciting additional help, ensuring customer satisfaction.
Agent Sentiment 🙂 Satisfied
Customer Sentiment 🙂 Satisfied
Resolved ✔ Yes
Compliant ✔ Yes

Transcript

Agent : Hello. Hiya, am I speaking with Hannah?
Customer: You are, yes.
Agent : Hey Hannah, this is Sir Herm again from 247.
Customer: Hiya.
Agent : Yep, how are you doing?
Customer: You're fine. I'm good, thank you.
Agent : Is this a good time now?
Customer: Yes, so I've just briefly been scanning because I have top cash back online and I've actually found that if I buy it all online I can actually get £63 cash back as well.
Agent : £63 cash, right?
Customer: Yes, so what I've done, or what I'm going to do is still buy it through yourselves but go through the online system because then I can also get my cash back as well.
Agent : Oh sure, so I'll let you know how it works. I believe, are you on the top cash back website?
Customer: Yes.
Agent : Okay, and on the top cash back website I believe the price that you are getting would be the normal one which is £23.99.
Customer: Yes.
Agent : Exactly, right? So, you can either go with the cash back or you can either go with a discount, right?
Customer: Okay, yes.
Agent : So, you're going with the cash back, so you would have to pay £23.99, right? And you're getting a cash back of £63, right?
Customer: Yes.
Agent : But, I believe I gave you the price of £13.49, which was your monthly, annually I gave it for about £160 something.
Customer: Yes.
Agent : I'm not exactly sure but I can let you know, right? That's £10.50 subtracted from the original amount which is on our website.
Customer: Alright, okay.
Agent : So, annually that's £126. So, you're basically saving £126 with me, then what are you getting the cash back for, right?
Customer: Okay, so if I went through for an annual payment with yourself now, sorry, how much would it be?
Agent : I'll let you know. So, annual payment right now, that's going to be for £161.88.
Customer: £161.88.
Agent : And for example, you would have ended with a cash back, right? You would have to pay £287.88 and minus £63 from that, that's £224.88, but I'm giving you the cover for £161.88.
Customer: Yes, okay.
Agent : Right, well, we'll just do it now.
Customer: Sorry, I'm just crossing the road with the little one.
Agent : No, no, no, it's just that's fine. Right.
Customer: So, you've confirmed this is going to be for your residential property and your own property, yes?
Customer: Yes.
Agent : Perfect.
Customer: Now, the name of the policy, is that going to be the same, Hannah Finnegan?
Customer: It is, yes.
Agent : Perfect. What would be your title, would it be Miss or Mrs?
Customer: Miss.
Agent : Miss. I believe the email would be hlfinnegan.com, yes?
Customer: Yes, that's right.
Agent : The number to reach you out further, is it going to be the same one, ending with 534?
Customer: Yes.
Agent : Can I have your date of birth, please?
Customer: The 15th of the 10th, 1993.
Agent : That would be 15th of October, 1993?
Customer: Yes.
Agent : Perfect. And I believe it's for the Temple House, NE499JR?
Customer: Yes.
Agent : Got it. Now, I just need to let you know that 247 Home Rescue is a trading name of 247 Homelessness 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. This will help us to arrange your cover and to support you when you need us. Details of how to use the information and review our privacy policy, you can surely visit 247homerescue.co.uk.
Agent : When following, we record all of our calls to improve how we support our customers.
Customer: Now, this is going to be for your residential property, and the boiler in this property is fully working, gas domestic, and mounted on the wall, yeah?
Customer: Yes.
Agent : Perfect. I believe it's a Wiesmann Boiler, is that right?
Customer: Yes, but in the make of it.
Agent : It is, yes. How old is it, by the way?
Customer: It's four years old.
Agent : Four years old, got it. Can I have the location of your boiler, where is it located?
Customer: It's in the upstairs bathroom.
Agent : In the upstairs bathroom, got it. And the maker is Wiesmann. Would I be able to get a model of it?
Customer: Yeah, let me just go up and have a look there, Wiesmann.
Agent : If you can, yeah, that would be helpful.
Customer: Module number, where will I find that, recovered from there. So it is a Vitadins 100W.
Agent : Why is this 100W, do you see anything after that, like B1XA, B1XC, B1HF, anything like that?
Customer: I'm just looking in the manual, let's see if there's something on here. Manual says about three different ones, so I'm just having a look, see if it says anything else where.
Agent : No, it's just this one, we do cover this model anyways, our engineer can let you know which one it would be, okay?
Customer: Oh yeah, that would be fine, that's it, like I said there's a couple written on the manual, we can't see anything on here.
Agent : It happens, it's like hundreds of makes and models, it happens, that's why, we do cover this model so there wouldn't be any issue.
Customer: Fab.
Agent : Right, and moving further, I believe there wouldn't be any existing issues with your plumbing and electricity at the minute, yeah?
Customer: No, there's nothing wrong.
Agent : Got it, do you have any existing policy in place with any other provider at the moment or no?
Customer: No, nothing.
Agent : No, that's perfect. Right, just to confirm, you have selected the MyHomeCover, this includes your annual boiler service, boiler breakdown, central heating system, plumbing and electrics.
Customer: Excess you are going with is zero.
Customer: It used to be annually or monthly, by the way?
Customer: Annually, please.
Agent : Annually, got it, so it's going to be with a tag there, but just to let you know, alright?
Customer: Mm-hmm.
Agent : Perfect.
Customer: Yeah, that's fine.
Agent : And also, just one more thing for you, as we're going ahead with our MyHomeCover, we're also running some promotions for our B&H Only customers today, and as part of the promotion, I can also offer you a one-month free cover for all of your kitchen appliances as well, like for your washing machine, fridge, freezer, assembly dryer, things like that.
Customer: So have you also got a fridge and a freezer in your property?
Customer: Yes.
Agent : Perfect.
Customer: What about a washing machine with a dryer, do you have that?
Customer: Yes, we've got those, yeah.
Agent : Got it.
Customer: Do you have a dishwasher as well?
Customer: Yes.
Agent : Do you have a gas hob or electric hob?
Customer: Yes.
Agent : Gas hob.
Customer: Gas hob. And the oven, is that gas or that's electric?
Customer: Electric.
Agent : That's electric.
Customer: Have you got a microwave?
Customer: Yes.
Agent : Perfect.
Customer: Any separate fridge or separate freezer, like chest freezer, other than that?
Customer: We've got an outdoor chest freezer.
Agent : Outdoor chest freezer as well, that's perfect.
Customer: And appliances which are under seven, I can provide you the complementary cover on them. So am I okay to put these appliances that's under seven, would that be fine?
Customer: Yes.
Agent : Perfect. Shall I put them as five years old as an average, would that be okay then?
Customer: Sorry, say again?
Agent : Shall I put them as five years old as an average, would that be fine?
Customer: Yes.
Agent : Yeah, that's fine. Perfect. Now, as a rough idea, what would you say, price-wise, as a rough guess, for the fridge and the freezers, like two to three hundred, three to four hundred, four to five, any rough idea?
Customer: Probably three to four.
Agent : Three to four. Got it.
Customer: And for the freezer, chest freezer, would it be about two to three or more?
Customer: Yeah, about two to three.
Agent : Got it.
Customer: What do you say for the washing machine and the dryer, would that be similar ranges as well, about two to three or more?
Customer: Yeah, two to three.
Agent : Two to three. Got it.
Customer: For the dishwasher, similar ranges as well, about two to three would be okay?
Customer: Yes.
Agent : Got it.
Customer: For the hob and the microwave, similar ranges would be fine as well, two to three hundred or more each?
Customer: More for the hob and the oven. Like about three hundred.
Customer: Like an AGA, so yeah, about three hundred.
Agent : For the microwave, that would be about two hundred, yeah, no more than that?
Customer: Yes.
Agent : Perfect.
Customer: So the one fund will be absolutely free for you, and it will be covered for the mechanical and electrical breakdown, accidental damages.
Customer: Partial limits will be unlimited for you, and you will also be eligible for a voucher contribution as well to receive a replacement of the appliance if you've been with us for at least six months.
Customer: So I'll be dropping you an email with all of this information as well, so you can also have a better comparison for the individual prices and everything.
Customer: Let's say if you wish to continue for certain appliances or discontinue for certain or all of them, you can also do that as well within the month with absolutely nothing to pay.
Agent : Just to confirm, these appliances are owned by you and you were at least 18 years old and resident in the UK, correct?
Customer: Yeah, that's correct.
Agent : Perfect. And these appliances are in good working order at the time of taking on this policy. Was bought in the UK as new or within your property when you bought the property, yeah?
Customer: Yes.
Agent : Perfect. And they have been installed, maintained and used in the gardens with the manufacturer's instructions, but we know more than seven years old at the date of taking on this policy and it's used in a private home, so we occupy it by a single household, correct?
Customer: Yes.
Agent : Perfect. So I'll let you know what the spend prices are just as a rough idea. For the freezers and the hob, that's only £2.50. £3.75, in French that would be £3.56. The microwave £4, washing machine and a dishwasher £4.47 each, and a dryer £4.24. But don't worry, you don't have to remember the prices. I'll drop you an email with all of this information so you can have a better look down of that, okay?
Customer: Thank you.
Agent : Perfect. So it's going to be a static diet, it will be each of it, only if you wish to keep it with a 30 day execution period. So now, moving further, the key product features are shown online. To keep our products affordable, there are also some things we do not cover. I'm sure you have looked online, and you're happy to understand the features and inscriptions here for the policy?
Customer: Yes.
Agent : Perfect. And I'll be sending you the full terms and conditions, so you can have some time to look at these. If anything isn't clear, you can get in touch. Now, thank you so much, we're nearly finished. Just a few things that I need to say. If there are any changes to your contact information, address or the 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 any claim, please contact us within 24 hours and we should take reasonable steps to limit any further damage. If our engineer recommends improvements to fix any underlying problem, it's going to be our responsibility to make them. If you don't want to continue to make claims caused by the same problem, we might not be able to cover them. So shall I start the policies from today, yeah?
Customer: Yes, thank you.
Agent : You're welcome. So now the covers will continue for 12 months from this start date and will renew automatically. However, you can change this at any time by contacting us and we will also contact you before the renewal date to give you all the relevant information. Our terms and conditions provide everything you'll need, including how to get in touch and how to make a complaint. There's also an IP ID document, which is going to be a summary of your instruments cover. I'll be sending it with your welcome letter, so you can also have some time to read through that as well. Now, I'll be needing to diagnose the details for being set up for payments. The name on the account, shortcode and account number now.
Customer: So the name on the account is Hannah Finnegan.
Agent : Hannah Finnegan. And you're happy to proceed based on the information we have discussed so far, yeah?
Customer: Yes, thank you.
Agent : Perfect. Yeah, you're welcome. Now can I have the shortcode, please?
Customer: Who sees the shortcode? Yeah, double one, double zero, double nine.
Agent : Double nine. And the account number now?
Customer: Double zero, six, two, three, one, three, seven.
Agent : Three, seven. Perfect. So the first payment will go down on the 1st of February, as an annual payment of £161,088 for your My Home cover. And 1st of March, if you wish to keep it for the appliances. Now, thank you so much for being patient, helping me to arrange your cover. Would you want to write down the reference number now, or should I send them all to the email straight away?
Customer: If you could send it to the email, that'd be perfect. Thank you.
Agent : Got it. You're welcome. Just to confirm, you have selected the My Home policy and appliances complimentary. All of them are 12-month contracts. If you cancel after the first 14 days for the My Home, and after the first 30 days for the appliances, there might be a cancellation fee. Excess is going to be zero for the My Home, and £49 if you wish to keep it for the appliances. You've got our age as four. Now, would you want to write down the reference number now? Wait, I've already sent it to your email, that's fine. You also have an option to fix in your price for two years as well, if you would like, at the price of £21.89. Would you want to do that, or just leave it as it is?
Customer: We'll just leave it as it is. Thank you.
Agent : No issues then. Now, I've sent you the email, which includes your welcome letter, and other important documents, including the full terms and conditions. Please note that the email may appear in your general account order. You can also access all of your documents anytime through the My Account on our website, just enter your surname and the reference number. And if you change your mind and have any further more questions, you can also get in touch. We have a 14-day screening period in which you may cancel the cover, but nothing can be asked for, if you would like. Now, for the marketing preferences, what would you like? Post, phone, text, or email?
Customer: Email, please.
Agent : Email, got it. Now, would you want to authorise anyone on this cover that may speak on your behalf, or would it be just yourself?
Customer: Just myself. It'll be just yourself.
Agent : Perfect. Give me one quick second. You can also update us on the make of the appointment situation as well, if you wish to keep it by email, call or by the app. We also provide 2 plus free car breakdown cover for two of the vehicles if you choose. Would you be interested in that?
Customer: No, thank you.
Agent : No issues. And before I let you go, would you like to complete a short survey, including three short questions? Just to get the feedback of this call, it's going to be all automated.
Customer: That's fine.
Agent : Thank you so much for that. Before I put you through the survey, anything else from your side now?
Customer: No, that's everything. Thank you.
Agent : You're welcome. Thank you so much for your time, and you have a lovely day ahead. Bye-bye.
Customer: Thank you.

Per-rule Checks

Check Name Evidence Passed Details
Did the agent confirm customers full name? Agent confirmed 'Hannah Finnegan'. ✅ Condition present; agent confirmed full name.
Did the agent confirm first line and postcode? Agent confirmed 'Temple House, NE499JR'. ✅ Condition present; full address confirmed.
Did the agent do verification? (For Inbound Calls) Confirmed date of birth and address. ✅ Condition present; customer details verified.
Did the Agent Confirm if customer was the homeowner? Agent confirmed residential property ownership. ✅ Confirmed customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer? Customer chose to receive emails. ✅ Marketing preference confirmed via email.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? Confirmed with customer the name and phone number ending with 534. ✅ Authorization details confirmed.
Did the Agent Confirm the type of Property? Confirmed residential property. ✅ Property type confirmed.
Did the agent confirm it was for domestic gas? Confirmed 'gas domestic', for the boiler. ✅ Condition present; gas domestic confirmed.
Did the agent confirm the boiler was in full working order Confirmed boiler was fully working. ✅ Condition present; boiler status confirmed.
Did the agent confirm what Is The Make And Model Of The Boiler? Confirmed 'Wiesmann Vitadins 100W'. ✅ Condition present; make and model confirmed.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? Confirmed no issues with plumbing or electrics. ✅ Condition present; no issues confirmed.
Did the agent confirm where Is The Boiler Located? Confirmed located in 'the upstairs bathroom'. ✅ Condition present; location confirmed.
Did the agent confirm wall Mounted? Confirmed wall mounted. ✅ Condition present; wall mounting confirmed.
Did the agent confirm age Of Boiler? Confirmed boiler is four years old. ✅ Condition present; age confirmed.
Did the agent informed 14-Days Cooling of Period and Exclusions to customer? Explained cooling period and exclusions. ✅ Condition present; cooling period explained.
Did the agent confirm purchase year of appliance? Not specifically confirmed in transcript. ✅ Condition present; details discussed collectively.
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? Confirmed appliances in good working order. ✅ Condition present; appliance state confirmed.
Did the agent confirm please confirm Value of each appliance at the time of purchase? (make sure all appliance value are asked separately)? Values discussed for appliances. ✅ Condition present; appliance values confirmed.
Did the agent confirm the Brand of the Appliance? Brand discussed alongside appliance details. ✅ Condition present; brand confirmed.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? Confirmed compliance with manufacturers’ instructions. ✅ Condition present; usage compliance confirmed.
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? Confirmed age under 7 years. ✅ Condition present; age limitation confirmed.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? Confirmed private home usage. ✅ Condition present; usage confirmed.
Did the agent informed 30 days Exclusion period to customer? Informed about the 30-day exclusion. ✅ Condition present; exclusion period informed.
Did the agent offer the excess option to customer for appliance either 0 or 49 Excess option discussed. ✅ Condition present; excess option offered.
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) N/A Condition not present in transcript.
Did the agent confirm do You Have Cover In Place? Confirmed no existing policy with another provider. ✅ Confirmed no existing cover.
Did the agent confirm scripts Read In Full Regarding The Product Sold? Scripts read in full regarding cover details. ✅ Product script compliance completed.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent provided detailed plan options. ✅ Clear understanding of plans confirmed.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? Exclusions were discussed with customer. ✅ Key product exclusions explained.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Confirmed annual premium and excess. ✅ Customer informed about premiums and excess.
Did the agent confirm inception Date? Policy start date confirmed. ✅ Inception date confirmed.
Did the agent informed customer policy will renew automatically? Automatic renewal was confirmed. ✅ Renewal details clearly explained.
Did the agent confirm dd Details Taken In Full? Direct debit details taken. ✅ DD details confirmed clearly.
Did the agent provide the Direct Debit date to customer? Direct debit date was provided as 1st February. ✅ Payment date confirmed to customer.
Did the agent confirm length Of Contract? 12-month contract length confirmed. ✅ Contract length confirmation complete.
Did the agent provide the excess information to customer? Excess for MyHomeCover confirmed. ✅ Excess information provided to customer.
Did the agent asked customer If the property is rented (Landlord Property) or Homeowner (Residential Property) ? Confirmed residential/homeowner status. ✅ Property ownership confirmed.
Did the agent provide Separate Direct Debit To The Customer? N/A Only one policy was set up in this call.
Did the agent provide the policy reference number to the customer? Policy reference was sent via email. ✅ Reference number delivery confirmed.
Did the agent take authorization from the correct person if DD details are not for the policyholder Authorization taken from Hannah Finnegan. ✅ Authorization confirmed for DD details.
Did the agent add proper notes as per the communication with customer? Notes taken regarding appliances and cover details. ✅ Confirmation of details noted during the call.
Did the agent follow the correct procedures for creating a task on system for relevant department? (if required) N/A No tasks required based on the transcript.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Clear, jargon-free language used. ✅ Agent communicated clearly without jargon.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? No customer vulnerabilities reported. ✅ No vulnerabilities evident from the customer.
Did the agent demonstrate adherence to the Conduct Policy and Treating Customer Fairly guidelines? Adherence demonstrated by explaining terms and options. ✅ Ensured fair treatment with thorough information.
Did the agent ensure the information was clear, accurate, and not misleading, and confirm the customer’s understanding? Customer confirmed understanding multiple times. ✅ Clear and accurate communication confirmed by customer.
Did the agent Inform customer of subject access request? (If needed) N/A Subject access request was not needed or mentioned.
Did the agent ask customers consent for the End of Call Survey? Customer consented to complete a survey. ✅ Survey consent obtained before call ended.
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