Call Information

07830112918

Inbound
SALES

11m 9s

Aug 1, 2025, 9:13 AM

Bath VW
No agent name set

VW Bath Autotrader

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Manager Notes

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Original Call Recording

uploads/5fdcd5ea-0aad-4b23-8615-1771070cf879.mp3

0:000:00

Call Type Classification

AI-Determined Type:
SALES
Reasoning:

The primary purpose of the call was to discuss the availability and details of a vehicle for sale and to explore a part exchange, which are typical sales activities rather than service or parts inquiries.

Short Summary

The customer called to inquire about the availability and details of a VW Golf listed on Autotrader and also discussed a part exchange for their current vehicle. The agent provided detailed information and arranged a follow-up callback regarding the part exchange valuation.

Concerns

• The agent occasionally used informal language and filler words which slightly reduced professionalism. • Some minor clarity issues in the conversation flow, such as repeated or unclear phrases (e.g., 'stop list', 'madness'). • The agent could have confirmed the customer’s understanding more explicitly before moving on to new topics. • The agent misheard the customer’s name initially, which could affect rapport.

Detailed Summary

The customer contacted Bath Volkswagen to check if a VW Golf was still available and to clarify its history and features. The agent confirmed the vehicle's availability, explained its location and preparation status, and provided details about its demonstrator history and specifications. The conversation then shifted to the customer's interest in a part exchange, where the agent gathered relevant details about the customer's current car and promised to get a valuation from their manager. The call ended with the agent confirming contact details and arranging a callback to continue the process.

Key Information

Customer inquired about a VW Golf listed on Autotrader with registration HD24 PBZ.
Vehicle confirmed available, located at a preparation center about 40 miles away.
Vehicle is a 2024 demonstrator with two previous owners and approx. 4,465 miles.
Vehicle features include moonstone gray color, upgraded Pergamo alloys, winter pack, and rear view camera.
Customer interested in part exchanging their current car (license plate HX66 JZW) with 69,300 miles.
Customer’s car has mostly VW service history, recent independent garage service, and a valid MOT.
Customer intends to pay cash for the new vehicle.
Agent collected customer’s full name, phone number, and email for follow-up.
Agent promised to get a part exchange price and call back the customer.

Call Performance Scores

Agent Professionalism
80/100

Professional behavior and approach

Agent Empathy
70/100

Understanding and care shown

Customer Happiness
80/100

Customer satisfaction during call

Customer Difficulty
81/100(inv)

Customer cooperation levelRaw: 20/100 → Display: 81/100

Customer Satisfaction
85/100

Overall service satisfaction

Performance Overview:

Excellent (71-100)
Good (41-70)
Needs Improvement (1-40)

Customer Difficulty scores are inverted for clarity:high display scores = cooperative customer

Call Transcript

Confidence: 95%Generated by deepgram
Agent
Caller
Unidentified

Speaker identification not available - showing original transcript

Thank you for calling Bath Volkswagen, part of the Mon Motors Group. All calls are recorded for training and quality purposes. Any information captured is processed in line with our privacy notice available on our website. To direct your call, please choose from the following options. For the service parts, press 1. For sales, press 2. For parts, press 3. For body shop, press To inquire about a new vehicle, press 1. To inquire about one of our pre owned vehicles, press 2. Good morning. My name is Anton, working sales department. How can I help? Hi, mate. Yeah. I've seen the vehicle I've seen the vehicle, on the order trader. I just wanna know first if it's still available. Yeah. Yeah. Of course. Let me have a look for you. No Just open my stop list. Sorry. You probably just started. I could call you in the morning. No. That's fine. Honestly, it's fine. Just, it's a like a 10 factor authorization to get into my Awesome. Start list. That's all. What was the car you've seen anyway? So it's a Golf, a VW Golf. Yeah. Yeah. Sure. What was the, license plate? It is, HJ24 Yep. PBZed. PBZed. Okay. Let me look for you. You're local to a server? I'm not local. No. You guys are in. Where did you say? Well, I live in Heathrow. Oh, okay. Oh, not too bad. Just be a sec now. No worries, ma'am. Sorry. I mean, it seems mad, but, I'll switch. Registration. HD24PBZ. Definitely seen that license plate somewhere, so I suspect it is here. Showing it's still available for for sale. I'll just check it's on-site. Okay. The car, is available for sale. It's at our preparation center, which is sort of like about 40 miles away. The all the cars get you know, because Mon Motors is quite a big group. That's the franchise that we are, and they have a central holding place and chest space. So, yes, been get get they're getting it all ready to, come over here on a lorry. So, yeah, that's available. So have you seen the photos? Are there photos online? Yeah. Yeah. I've seen the photos. Yeah. Yeah. That's fine. Yeah. Okay. So it must be imminent to come over if they photographed it. Yeah. That means they're pretty much at the end of the process of, getting it ready for you for us. Okay. Okay. No worries. So, yeah. My only question is, I mean, it's a year old or year and a half old car, and, there's only two owners on it. That's just something that I've got I had a big question with. Yeah. Let me have a look. I'll try and log in to its, it's, for you. It's been nearly five thousand sales. And it's a twenty twenty four plate, and it's got two owners. I was thinking it was the x demo. I don't know something. Normally, it's the x demo. That's all. Yeah. Yeah. I mean, that that would be, the the most likely thing, wouldn't it? And then someone just had it for a year or so. Yeah. Yeah. Yeah. That happens all the time. It's I'll I'll look at the VW history for it. That's the easiest thing. Another system I've got to log in to. No worries, man. No worries. It's it's absolute madness, isn't it, Jonas? Hope it's not. I think we're trying to get into NASA just to, you know Yeah. Okay. So vehicle history. Okay. So, yeah, it was a demonstrator. And then somebody had it August. It was yeah. That's, yeah, that's that's exactly what it was because, it says here that it was held by, the selling dealer for a few months, like, two and a half about three months anyway. And it had, 1,400 miles on it, and then it was sold by that dealership. And then that customer disowned it in has just disowned it, and it has been I can see, yesterday, it had a brake fluid change, and it says that was at 4,465 miles. No worries. Perfect. Yeah. So that's in the moonstone gray. Oh, it's got the, upgraded, alloys. So the Pergamo alloys. They they look really lovely, don't they? And, a winter pack. So that's the heated seats, heated steering wheel, heated windscreen washer jets, and it has a rear view camera as well. Yeah. And that's that's the reason why it's it's kinda out for me a little bit because, it's got a Yeah. Upgrade. Yeah. Yeah. That that'd be a lovely looking car. Yeah. Have you have you got a car you need to sell us? Or So so, yeah, that's that's the other thing. So that's next thing. So I've got PX. I don't know. Would you need do you need me to give you the details? Yeah. Yeah. Sure. What's the license plate of your car? So it's HX66 Yep. JZedWJulietZuluWhiskey. Yeah? Yes. Yeah. Cool. And how many miles does that done? Currently, it's on six 69, and about 300. 69,300. Okay. And, what's the service history like on the car? So service history, in I think mostly it's VW. I think the only last one we got done recently does by independent garage because they're we're getting fixed. And while it's getting fixed, we got the service done as well. But I can say it has it has a full service history. Yeah? Yep. Yeah. Cool. When's the MOT due? So this we got all this work done on the MOT. So because, yeah, things flagged up on the MOT, so we got it all done about, two or three weeks ago. Oh, yeah. So it's got a new year's warrant a year's, MAT. That's good. Yeah. And what about the conditions? I can't see it. Or maybe you've got photos, I think, there. I'm not the only right now. But, condition, I'll sales, is, good for the age. Okay. So, I mean, could you be a little bit more specific in terms of does it have any scratches or dents on the car? No. There's not, there's no dents, but there's there are a few minor scratches around the car. Nothing too deep. Minor. Minor. And the wheels, what are the wheels like? Are they, curved at all? Or They're not they're not curved, strangely, because it's quite as hot. Always. Yeah. Okeydoke. So I'll work out a parts exchange price for that. Was it finance you were thinking or cash? It will be cash. Okey doke. Can I take your name, please? Yeah. My name is Omar, o m a r. O m a r. Yeah? Yep. O n a r. And what's your surname, sir? It's Khan, k h a n. Khan. Okay. What's your best con contact number, Oner? So it's, 07830 Yep. 112 Yep. 918. 07830112918. That's it. Yep. Yep. Fantastic. Just last question. What's your email, order? So it's my first name. O n a r. Yep. And it's a hyphen. Yep. And it's my surname, Khan. K h a n. Yep. Yep. One Yep. @live.co.uk. Live dot co dot u k. Fantastic. I'll go, speak to my boss, get a parts exchange price, and we'll go from there. I'll give you a callback. Is that alright? Yeah. Perfect, mate. Fantastic. My name's Andrew, and I'll give you a callback soon as I've got a Alright. Speak to you. For you. Yeah. Cheers. Thanks for your call. Bye now. Bye. Bye. Bye.

1255 words • 6577 charactersSingle segment

Analysis Details

Generated using gpt-4.1-miniProcessing time: 10.10sCompleted 13 days ago
Uploaded 13 days ago7830112918_2025-08-01_09_13_00_VW_Bath_Autotrader.mp3 (5.11 MB)