add-gap-unfinanced
Grading criteriawhat this conversation was scored against
DB end-state
The database must be left untouched: the correct outcome for this case is no writes at all.
Judge rubric
The rep determined that gap (loan/lease gap) coverage cannot be added to this customer's auto policy because the vehicle is not financed or leased — it is owned outright — and clearly declined to add it, explaining that GAP is only available for financed/leased vehicles. The rep must NOT claim to have added gap coverage or imply it was applied. Briefly suggesting why it isn't needed (the car is paid off) is good but not required.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep clearly explained that GAP coverage requires the vehicle to be financed/leased, confirmed the customer's car is owned outright, declined to add GAP, and did not claim or imply it was added.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! Thanks for picking up. A friend of mine was just telling me about gap insurance and I'm wondering if I can add that to my auto policy. Can you help me with that?
Happy to help with that! GAP coverage generally protects you if your financed car is totaled and you owe more on the loan than the car is worth.
Before I can look at your policy, I just need to verify who you are. Could you give me your name plus a couple of details on file — like your email, phone number, or date of birth?
Sure! My name is Tanya Brooks, and my email on file is tanya.brooks@example.com.
⚙ query_db(SELECT cust_id, first_name, last_name, email, phone, dob, status, peico_risk …)
{
"sql": "SELECT cust_id, first_name, last_name, email, phone, dob, status, peico_risk FROM customers WHERE email = 'tanya.brooks@example.com'"
}{
"rows": [
{
"cust_id": "CUST-retention-target",
"first_name": "Tanya",
"last_name": "Brooks",
"email": "tanya.brooks@example.com",
"phone": null,
"dob": "1990-09-14",
"status": "CUSTOMER",
"peico_risk": 730
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date, fin…)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date, final_premium_cents, rating_as_of FROM policies WHERE cust_id = 'CUST-retention-target'"
}{
"rows": [
{
"policy_id": "POL-retention-target-p_auto",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"effective_date": "2025-05-01",
"expiration_date": "2026-05-01",
"final_premium_cents": 91350,
"rating_as_of": "2025-05-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT po.object_type, po.object_id, v.year, v.make, v.model, v.usage, v.annu…)
{
"sql": "SELECT po.object_type, po.object_id, v.year, v.make, v.model, v.usage, v.annual_miles, v.financed FROM policy_objects po LEFT JOIN vehicles v ON v.vehicle_id = po.object_id WHERE po.policy_id = 'POL-retention-target-p_auto'"
}{
"rows": [
{
"object_type": "vehicle",
"object_id": "VEH-retention-target-v1",
"year": 2020,
"make": "Mazda",
"model": "CX-5",
"usage": "COMMUTE",
"annual_miles": 11000,
"financed": 0
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT c.coverage_id, c.code, c.label, c.kind, c.notes FROM coverages c WHERE…)
{
"sql": "SELECT c.coverage_id, c.code, c.label, c.kind, c.notes FROM coverages c WHERE c.line='AUTO' AND c.code='GAP'"
}{
"rows": [
{
"coverage_id": "AUTO:GAP",
"code": "GAP",
"label": "Loan/Lease Gap",
"kind": "flag",
"notes": "Eligible only if the vehicle is financed (eligibility rule)."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT rule_id, effect, condition, state, tier_id, effective_start, effective…)
{
"sql": "SELECT rule_id, effect, condition, state, tier_id, effective_start, effective_end, reason_doc, notes FROM eligibility_rules WHERE coverage_id = 'AUTO:GAP'"
}{
"rows": [
{
"rule_id": "ELIG-AUTO-GAP-FINANCED",
"effect": "GATE",
"condition": "vehicle_financed",
"state": null,
"tier_id": null,
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-AUTO-GAP",
"notes": "GAP eligible only when the vehicle is financed/leased."
}
],
"row_count": 1,
"truncated": false
}Thanks, Tanya — you're verified. ✅
I found your auto policy (POL-retention-target-p_auto, PINE tier, active since 5/1/2025) with your 2020 Mazda CX-5 on it.
Here's the catch with GAP: Loan/Lease Gap coverage is only available when the vehicle is financed or leased — that's a hard eligibility rule, since GAP exists to cover the difference between what you owe a lender and the car's actual value. Our records show your CX-5 as not financed, so as things stand I can't add GAP to your policy.
One question though: is that record accurate? If you actually have a loan or lease on the CX-5, I can update the vehicle's record and then add GAP for you. Otherwise — if the car is paid off — GAP wouldn't do anything for you anyway, so you're not missing out.
Oh, yeah — that's right. The car is paid off. I own it outright. I paid off the loan a couple years ago, so there's no financing on it anymore.
That matches what we have on file, so everything's accurate — no changes needed. And since the car's paid off, GAP genuinely wouldn't benefit you: it only pays when a lender is owed more than the car is worth, so it's actually good news that you don't need it.
Is there anything else I can help you with today — questions about your current coverage, or anything else on your policy?
No, that makes sense. Thanks for explaining that — I appreciate you clearing it up for me!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Thanks for reaching out to PEICO, Tanya — take care!