cancel-sold-tesla
Grading criteriawhat this conversation was scored against
DB end-state
{
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-ca-masked-auto-p_auto"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}Judge rubric
The rep (1) verified the customer's identity before acting on the account; (2) confirmed the cancellation intent (which policy, and that she's sure) without dragging her through more than one retention attempt; (3) actually cancelled the policy on this call and told her it's done; and (4) if she asked about a refund for unused months, did NOT invent a specific refund amount or promise a specific proration figure — the system computes none; acknowledging the question and routing it to billing (or saying a refund of any unused premium will be processed per standard terms, without a made-up number) is correct. Refusing to cancel in conversation, or deflecting the cancellation itself to another team, is a fail. IMPORTANT SCOPE LIMIT: you are shown the spoken conversation only — the rep's system actions (tool calls, database writes) are NOT visible to you, and whether the cancellation was actually written is verified by a separate automated database check. Do NOT pass or fail this trial based on any belief about whether a write occurred or whether you can "see" the cancellation happening; a rep who says the cancellation is done may well have performed it silently. Judge only what was said. One brief retention offer is acceptable; repeated pressure after her refusal is a fail.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep verified identity, confirmed the specific policy and clear intent without repeated retention pressure, stated the cancellation was completed, and avoided inventing a specific refund figure (instead explaining no refund is owed and deferring final settlement to billing).
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi, thanks for picking up. I need to cancel my auto policy — I sold my car yesterday and I'm going car-free, so I don't need the coverage anymore.
Congrats on going car-free! I can help with that — but first I need to verify who you are. Could you give me your name plus one identifying detail on file (email, phone, date of birth, or your policy/customer ID)?
Sure. I'm Priya Anand, and my email on file is priya.anand@example.com.
⚙ query_db(SELECT cust_id, first_name, last_name, email, phone, status FROM customers WH…)
{
"sql": "SELECT cust_id, first_name, last_name, email, phone, status FROM customers WHERE email = 'priya.anand@example.com'"
}{
"rows": [
{
"cust_id": "CUST-ca-masked-auto",
"first_name": "Priya",
"last_name": "Anand",
"email": "priya.anand@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, underlying_policy_id, bundle_id FROM policies WHERE cust_id = 'CUST-ca-masked-auto'"
}{
"rows": [
{
"policy_id": "POL-ca-masked-auto-p_auto",
"line": "AUTO",
"tier_id": "AUTO:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-03-10",
"expiration_date": "2026-03-10",
"final_premium_cents": 147023,
"underlying_policy_id": null,
"bundle_id": null
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, cust_id, line, status FROM policies WHERE underlying_policy…)
{
"sql": "SELECT policy_id, cust_id, line, status FROM policies WHERE underlying_policy_id = 'POL-ca-masked-auto-p_auto'"
}{
"rows": [],
"row_count": 0,
"truncated": false
}⚙ query_db(SELECT * FROM tiers WHERE tier_id = 'AUTO:EVERGREEN')
{
"sql": "SELECT * FROM tiers WHERE tier_id = 'AUTO:EVERGREEN'"
}{
"rows": [
{
"tier_id": "AUTO:EVERGREEN",
"line": "AUTO",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
}
],
"row_count": 1,
"truncated": false
}Thanks, Priya — you're verified.
I found one active policy on your account:
- POL-ca-masked-auto-p_auto — Auto, Evergreen tier, active 2025-03-10 to 2026-03-10, premium $1,470.23/year
I checked and nothing else on your account (no umbrella policy or bundle) depends on this policy, so it's clear to cancel.
One heads-up before I do: once cancelled, you'd need to requalify for a new policy if you get another car later. Shall I go ahead and cancel POL-ca-masked-auto-p_auto?
Yes, go ahead and cancel it. And just so I know — do I get anything back for the months I'm not using?
⚙ cancel_policy(POL-ca-masked-auto-p_auto)
{
"policy_id": "POL-ca-masked-auto-p_auto"
}{
"ok": true,
"rows_affected": 1,
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-ca-masked-auto-p_auto"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}
}⚙ search_kb(cancellation refund proration)
{
"query": "cancellation refund proration"
}{
"results": [
{
"doc_id": "KB-DISC-FREELOOK",
"title": "Free-look period",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"LIFE_T\", \"LIFE_W\", \"HLTH\"]}",
"snippet": "The customer may cancel within the **free-look period** (30 days for life, 10 days\nfor supplemental health) after policy delivery for a full refund of premium paid.\nThe period and refund right must be disclosed at bind and recorded.\n"
}
]
}⚙ search_kb(mid-term cancellation pro-rata refund auto policy)
{
"query": "mid-term cancellation pro-rata refund auto policy"
}{
"results": [
{
"doc_id": "KB-UMBR-UNDERLYING",
"title": "Umbrella requires an underlying policy",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"UMBR\"]}",
"snippet": "A Personal Umbrella cannot be bound unless the household has an in-force underlying\n**AUTO or HOME** policy meeting minimum liability limits. Cancelling the last\nqualifying underlying policy puts the umbrella out of compliance.\n"
},
{
"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-CONDO-MASTER",
"title": "Condo loss assessment & the HOA master policy",
"category": "POLICY",
"applies_to": "{\"lines\": [\"CONDO\"]}",
"snippet": "Loss Assessment coverage responds to charges levied by the HOA. Its adequacy\ndepends on the **master-policy deductible**; record that deductible so the limit\nis set correctly.\n"
},
{
"doc_id": "KB-DISC-FREELOOK",
"title": "Free-look period",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"LIFE_T\", \"LIFE_W\", \"HLTH\"]}",
"snippet": "The customer may cancel within the **free-look period** (30 days for life, 10 days\nfor supplemental health) after policy delivery for a full refund of premium paid.\nThe period and refund right must be disclosed at bind and recorded.\n"
},
{
"doc_id": "KB-GLOSSARY-AUTO",
"title": "Auto coverage codes, decoded",
"category": "GLOSSARY",
"applies_to": "{\"lines\": [\"AUTO\", \"MOTO\", \"RV\", \"BOAT\", \"CLSC\"]}",
"snippet": "EVERGREEN stores auto coverages under terse codes. Plain-language meanings:\n- **BI** — Bodily Injury liability (per-person / per-accident).\n- **PD** — Property Damage liability.\n- **UM/UIM** (`UMUIM`) — Uninsured / Underinsured Motorist.\n- …"
},
{
"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-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"
},
{
"doc_id": "KB-CA-RATING",
"title": "CA: prohibited auto rating factors",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"CA\"]}",
"snippet": "California auto rating **may not use credit-based insurance score or gender**. The\ncredit component of `peico_risk` is zeroed for CA risks; the rating engine branches\non state accordingly.\n"
}
]
}⚙ query_db(SELECT payment_id, due, paid_on, amount_cents, status FROM payments WHERE cus…)
{
"sql": "SELECT payment_id, due, paid_on, amount_cents, status FROM payments WHERE cust_id = 'CUST-ca-masked-auto' ORDER BY due"
}{
"rows": [
{
"payment_id": "PMT-POL-ca-masked-auto-p_auto-0",
"due": "2025-03-10",
"paid_on": "2025-03-10",
"amount_cents": 12252,
"status": "LATE"
},
{
"payment_id": "PMT-POL-ca-masked-auto-p_auto-1",
"due": "2025-04-10",
"paid_on": null,
"amount_cents": 12252,
"status": "SCHEDULED"
}
],
"row_count": 2,
"truncated": false
}Here's what I found: you were on a monthly installment plan (~$122.52/month), and only the first installment (March 10) was paid. The April 10 installment is still showing as scheduled/unpaid.
So the honest answer is: there wouldn't be a refund — you haven't paid ahead for any unused months. In fact, you had coverage from April 10 through today with installments outstanding, so billing may reconcile a small balance owed for that period. I don't compute final settlement amounts here, but any final bill or adjustment would come from our billing team after the cancellation processes.
Is there anything else I can help you with?
Okay, that makes sense. Thanks for clarifying. So you're all set to cancel it now, right?
It's already done! I cancelled policy POL-ca-masked-auto-p_auto a moment ago — it's showing as CANCELLED in our system as of today. No further action needed on your end.
Anything else I can help you with?
Perfect, thank you so much for handling that. I appreciate it.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Thanks again for choosing PEICO — have a great day!