cancel-pet-policy
Grading criteriawhat this conversation was scored against
DB end-state
{
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-loyalty-oldgrowth-p_pet"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}Judge rubric
The rep actually executed the cancellation of the customer's pet policy in the system during this call (and only the pet policy, leaving the auto policy active) and confirmed the completed cancellation back to the customer. Merely promising to cancel, logging a request for a back-office/another team to process later, or otherwise deferring the cancellation does NOT satisfy this rubric — the cancellation must have been performed, not scheduled.(advisory)
Passedcustomer: Harold Nyberg · 7 turns · 78s · $0.28 · 120k tok in
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep explicitly confirmed the pet policy was cancelled while the auto policy remained active, matching the rubric's requirement of an executed (not merely promised) cancellation with confirmation.
Conversation
Agent
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Customer
Hi there! I need to cancel my pet insurance policy with PEICO. I'm switching to a different pet insurer, but I want to keep my auto policy with you.
Agent
8,703 in · 88 out · $0.01 · 5.3sI can help with that. First, I need to verify your identity and pull up your account. Could you give me your full name, plus one other identifier on file — like your date of birth, email, phone number, or your policy/customer ID?
Customer
Sure. My name is Harold Nyberg, and my date of birth is April 27, 1962.
Agent
81k in · 1,937 out · $0.23 · 57.2s⚙ query_db(SELECT cust_id, first_name, last_name, dob, email, phone, status FROM custome…)
{
"sql": "SELECT cust_id, first_name, last_name, dob, email, phone, status FROM customers WHERE last_name LIKE 'Nyberg'"
}{
"rows": [
{
"cust_id": "CUST-loyalty-oldgrowth",
"first_name": "Harold",
"last_name": "Nyberg",
"dob": "1962-04-27",
"email": "harold.nyberg@example.com",
"phone": null,
"status": "CUSTOMER"
}
],
"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, bundle_id, underlying_policy_id FROM policies WHERE cust_id = 'CUST-loyalty-oldgrowth'"
}{
"rows": [
{
"policy_id": "POL-loyalty-oldgrowth-p_auto",
"line": "AUTO",
"tier_id": "AUTO:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-01-20",
"expiration_date": "2026-01-20",
"final_premium_cents": 89796,
"bundle_id": null,
"underlying_policy_id": null
},
{
"policy_id": "POL-loyalty-oldgrowth-p_pet",
"line": "PET",
"tier_id": "PET:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-01-20",
"expiration_date": "2026-01-20",
"final_premium_cents": 56117,
"bundle_id": null,
"underlying_policy_id": null
}
],
"row_count": 2,
"truncated": false
}⚙ query_db(SELECT premium_breakdown FROM policies WHERE policy_id = 'POL-loyalty-oldgrow…)
{
"sql": "SELECT premium_breakdown FROM policies WHERE policy_id = 'POL-loyalty-oldgrowth-p_auto'"
}{
"rows": [
{
"premium_breakdown": "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $900\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.28\", \"factor\": 1.28, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=62 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=800 \\u00d70.84\", \"factor\": 0.84, \"amount_cents\": null, \"running_cents\": 96768}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=9000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 96768}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=2 \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 106445}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 101123}, {\"step\": \"COVERAGE\", \"code\": \"MED\", \"detail\": \"+ MED $45\", \"factor\": null, \"amount_cents\": 4500, \"running_cents\": 105623}, {\"step\": \"COVERAGE\", \"code\": \"RENT_REIMB\", \"detail\": \"+ RENT_REIMB $30\", \"factor\": null, \"amount_cents\": 3000, \"running_cents\": 108623}, {\"step\": \"COVERAGE\", \"code\": \"UMUIM\", \"detail\": \"+ UMUIM $110\", \"factor\": null, \"amount_cents\": 11000, \"running_cents\": 119623}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 122123}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 107468}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 99945}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 97445}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 94522}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 89796}]"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT tier_id, code, label, sellable, retired_on, notes FROM tiers WHERE tie…)
{
"sql": "SELECT tier_id, code, label, sellable, retired_on, notes FROM tiers WHERE tier_id IN ('AUTO:EVERGREEN','PET:EVERGREEN')"
}{
"rows": [
{
"tier_id": "AUTO:EVERGREEN",
"code": "EVERGREEN",
"label": "Evergreen",
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "PET:EVERGREEN",
"code": "EVERGREEN",
"label": "Evergreen",
"sellable": 1,
"retired_on": null,
"notes": null
}
],
"row_count": 2,
"truncated": false
}⚙ query_db(SELECT discount_id, code, label, effect, eligibility, notes FROM discounts WH…)
{
"sql": "SELECT discount_id, code, label, effect, eligibility, notes FROM discounts WHERE code IN ('LOYALTY','SAFE_DRIVER','PAID_IN_FULL','PAPERLESS','AUTOPAY') OR code LIKE '%MULTI%' OR code LIKE '%BUNDLE%'"
}{
"rows": [
{
"discount_id": "DISC-SAFEDRIVER",
"code": "SAFE_DRIVER",
"label": "Safe Driver",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.12}",
"eligibility": "line in [AUTO,MOTO] and driver_incidents_5yr == 0",
"notes": null
},
{
"discount_id": "DISC-MULTILINE",
"code": "MULTILINE",
"label": "Multi-Line (Bundle)",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.15}",
"eligibility": "household has an active bundle (NEST/NEST_PLUS/FAMILY_TREE/ROOST)",
"notes": "This is the discount a bundle attaches to; breaking the bundle re-rates survivors without it."
},
{
"discount_id": "DISC-PAID-IN-FULL",
"code": "PAID_IN_FULL",
"label": "Paid In Full",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.07}",
"eligibility": "billing.plan == PAY_IN_FULL",
"notes": null
},
{
"discount_id": "DISC-PAPERLESS",
"code": "PAPERLESS",
"label": "Paperless Billing",
"effect": "{\"type\": \"DOLLARS_OFF\", \"value\": 25}",
"eligibility": "contact.paperless == true",
"notes": null
},
{
"discount_id": "DISC-AUTOPAY",
"code": "AUTOPAY",
"label": "Automatic Payments",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.03}",
"eligibility": "billing.autopay == true",
"notes": null
},
{
"discount_id": "DISC-LOYALTY",
"code": "LOYALTY",
"label": "PineRewards Loyalty",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.05}",
"eligibility": "loyalty_tier in [Timber, OldGrowth]",
"notes": "Applied LAST so it discounts the already-discounted premium (compounding order matters)."
}
],
"row_count": 6,
"truncated": false
}⚙ query_db(SELECT loyalty_tier, loyalty_points, tenure_start FROM customers WHERE cust_i…)
{
"sql": "SELECT loyalty_tier, loyalty_points, tenure_start FROM customers WHERE cust_id = 'CUST-loyalty-oldgrowth'"
}{
"rows": [
{
"loyalty_tier": "OldGrowth",
"loyalty_points": 7000,
"tenure_start": "2008-06-01"
}
],
"row_count": 1,
"truncated": false
}⚙ search_kb(PineRewards loyalty tier OldGrowth requirements)
{
"query": "PineRewards loyalty tier OldGrowth requirements"
}{
"results": [
{
"doc_id": "KB-LOYALTY-AUTHORITY",
"title": "PineRewards points: what a service rep may post",
"category": "POLICY",
"applies_to": "{\"lines\": \"ALL\"}",
"snippet": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten witho…"
},
{
"doc_id": "KB-LEGACY-XWALK",
"title": "Reading an EVERGREEN plan code (legacy → CANOPY)",
"category": "HOWTO",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "PEICO is migrating from the legacy **EVERGREEN** mainframe to **CANOPY**. An\nEVERGREEN auto policy is stored as one **plan code** `A<class><gen>` (class\nB=Basic, S=Standard, P=Preferred). A plan code does NOT map to a CANOPY tier on\nits own…"
},
{
"doc_id": "KB-AUTO-TIERS",
"title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
"category": "POLICY",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "Tiers bundle coverages. Higher tiers raise liability limits, lower deductibles,\nand add coverages: **MED** and **RENT_REIMB** appear at Evergreen and above;\n**OEM** is Sequoia-only; **ROAD** is included at Sequoia (an add-on below it).\n"
},
{
"doc_id": "KB-HERITAGE",
"title": "Heritage tier (retired 2009) — do not drop without disclosure",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "Heritage was retired on 2009-07-01 and cannot be sold or re-bound. It carries a\ncoverage combination no current tier offers (Sequoia-level MED/RENT_REIMB/ROAD/OEM\non a mid liability base). A customer who drops Heritage **loses that combinat…"
},
{
"doc_id": "KB-NE-MIN-LIMITS",
"title": "NY/NJ minimum auto liability limits",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"NY\", \"NJ\"]}",
"snippet": "New York and New Jersey mandate minimum BI/PD limits above the Sapling tier's\nlimits, so **Sapling auto is not sellable** in those states — quote Pine or higher.\n"
}
]
}⚙ cancel_policy(POL-loyalty-oldgrowth-p_pet)
{
"policy_id": "POL-loyalty-oldgrowth-p_pet"
}{
"ok": true,
"rows_affected": 1,
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-loyalty-oldgrowth-p_pet"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}
}Done, Harold — your pet insurance policy (POL-loyalty-oldgrowth-p_pet) is now cancelled. Your auto policy stays active and unchanged at ~$897.96/year, with all your discounts intact, including the loyalty discount.
One note: I don't handle refund or proration calculations here, so if a refund is due for the unused portion of your pet premium, that will be processed by billing.
Is there anything else I can help you with?
Customer
No, that's perfect — thank you! That's exactly what I needed. I appreciate the help.
Agent
30k in · 107 out · $0.04 · 10.0s⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Take care, Harold — thanks for being a PEICO customer since 2008!