oem-on-non-sequoia
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 the OEM parts guarantee (OEM) cannot be added to this customer's auto policy as-is because OEM is only available on the top Sequoia tier and the customer is on a lower tier (Pine). The rep clearly declined to add it on the current plan and explained the tier limitation. The rep must NOT claim to have added OEM coverage or imply it was applied. Offering a tier upgrade as a separate option is acceptable but not required.
Passedcustomer: Tanya Brooks · 9 turns · 92s · $0.39 · 151k tok in
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep clearly declined to add OEM on the current Pine tier, explained the Sequoia-only tier restriction, offered an optional upgrade quote without pressure, and never claimed OEM was added.
Conversation
Agent
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Customer
Hi! I'd like to add the OEM parts guarantee to my auto policy. I heard from a body shop that it's good to have, so I'm interested in getting that coverage.
Agent
8,706 in · 77 out · $0.01 · 7.4sHappy to help with that! First, I need to verify who I'm speaking with. Could you give me your name and one other identifying detail on file — like your email, phone number, or policy number?
Customer
Sure, my name is Tanya Brooks, and my email on file is tanya.brooks@example.com.
Agent
50k in · 1,011 out · $0.12 · 31.2s⚙ query_db(SELECT * FROM customers WHERE first_name = 'Tanya' AND last_name = 'Brooks')
{
"sql": "SELECT * FROM customers WHERE first_name = 'Tanya' AND last_name = 'Brooks'"
}{
"rows": [
{
"cust_id": "CUST-retention-target",
"legacy_acct": null,
"legacy_mismatch": 0,
"status": "CUSTOMER",
"first_name": "Tanya",
"last_name": "Brooks",
"dob": "1990-09-14",
"email": "tanya.brooks@example.com",
"phone": null,
"address_id": "ADDR-retention-target",
"peico_risk": 730,
"risk_components": "{\"prior_claims\": {\"value\": 0, \"points\": 0}, \"late_payments\": {\"value\": 0, \"points\": 0}, \"tenure\": {\"value\": 4, \"points\": 16}, \"credit\": {\"value\": 735, \"points\": 14, \"weight\": 1, \"masked\": false, \"note\": null}}",
"tenure_start": "2021-03-01",
"loyalty_tier": "Sprout",
"loyalty_points": 800,
"created_at": "2025-06-01"
}
],
"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 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
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT * FROM coverages WHERE line = 'AUTO' AND (code LIKE '%OEM%' OR label L…)
{
"sql": "SELECT * FROM coverages WHERE line = 'AUTO' AND (code LIKE '%OEM%' OR label LIKE '%OEM%' OR notes LIKE '%OEM%')"
}{
"rows": [
{
"coverage_id": "AUTO:OEM",
"line": "AUTO",
"code": "OEM",
"label": "OEM Parts Guarantee",
"kind": "flag",
"unit": "bool",
"notes": "Sequoia only."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT * FROM eligibility_rules WHERE coverage_id = 'AUTO:OEM')
{
"sql": "SELECT * FROM eligibility_rules WHERE coverage_id = 'AUTO:OEM'"
}{
"rows": [
{
"rule_id": "ELIG-AUTO-OEM-SEQUOIA",
"line": "AUTO",
"tier_id": "AUTO:SEQUOIA",
"coverage_id": "AUTO:OEM",
"state": null,
"effect": "GATE",
"condition": "tier_is_sequoia",
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-AUTO-TIERS",
"notes": "OEM parts guarantee is Sequoia-only on sellable tiers."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT * FROM tiers WHERE line = 'AUTO')
{
"sql": "SELECT * FROM tiers WHERE line = 'AUTO'"
}{
"rows": [
{
"tier_id": "AUTO:SAPLING",
"line": "AUTO",
"code": "SAPLING",
"label": "Sapling",
"position": 1,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:PINE",
"line": "AUTO",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:EVERGREEN",
"line": "AUTO",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:SEQUOIA",
"line": "AUTO",
"code": "SEQUOIA",
"label": "Sequoia",
"position": 4,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:HERITAGE",
"line": "AUTO",
"code": "HERITAGE",
"label": "Heritage",
"position": 0,
"sellable": 0,
"retired_on": "2009-07-01",
"notes": "Retired 2009. Has a coverage combo no current tier offers; cannot be re-bound once dropped (downgrade trap)."
}
],
"row_count": 5,
"truncated": false
}⚙ get_doc(KB-AUTO-TIERS)
{
"doc_id": "KB-AUTO-TIERS"
}{
"doc_id": "KB-AUTO-TIERS",
"title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
"category": "POLICY",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"body_md": "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"
}I've verified you, Tanya — thanks!
I looked into the OEM Parts Guarantee on your auto policy (POL-retention-target-p_auto). Here's the catch: per PEICO's auto tier rules, OEM Parts Guarantee is only available on the Sequoia tier — our top auto tier. Your policy is currently on the Pine tier, so I can't add OEM directly to it.
Your options:
- Upgrade to Sequoia — this would make OEM available, and Sequoia also includes higher liability limits, lower deductibles, medical payments, rental reimbursement, and built-in roadside. It would raise your premium (you're currently at $913.50/term).
- Stay on Pine without OEM — no change.
Would you like me to run a quote for what your policy would cost on Sequoia with the OEM Parts Guarantee, so you can compare before deciding?
Customer
Oh, so I'd have to upgrade my whole plan to get it? I wasn't expecting that. Let me think... what would the premium be on Sequoia? Can you give me that quote so I can see if it makes sense?
Agent
58k in · 1,930 out · $0.21 · 35.4s⚙ query_db(SELECT rating_inputs, premium_breakdown, base_premium_cents, final_premium_ce…)
{
"sql": "SELECT rating_inputs, premium_breakdown, base_premium_cents, final_premium_cents, rating_as_of FROM policies WHERE policy_id = 'POL-retention-target-p_auto'"
}{
"rows": [
{
"rating_inputs": "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": false, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
"premium_breakdown": "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $900\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"tier:PINE\", \"detail\": \"tier factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"region:R-SW\", \"detail\": \"region factor \\u00d71.12\", \"factor\": 1.12, \"amount_cents\": null, \"running_cents\": 100800}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=34 \\u00d71.05\", \"factor\": 1.05, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=730 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=11000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 100548}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 103048}, {\"step\": \"FEES\", \"code\": \"installment\", \"detail\": \"+ fractional-pay surcharge\", \"factor\": null, \"amount_cents\": 3600, \"running_cents\": 106648}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 93850}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 91350}]",
"base_premium_cents": 106648,
"final_premium_cents": 91350,
"rating_as_of": "2025-05-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT tcd.coverage_id, tcd.included, tcd.default_value, c.code, c.label FROM…)
{
"sql": "SELECT tcd.coverage_id, tcd.included, tcd.default_value, c.code, c.label FROM tier_coverage_defaults tcd JOIN coverages c ON c.coverage_id = tcd.coverage_id WHERE tcd.tier_id = 'AUTO:SEQUOIA'"
}{
"rows": [
{
"coverage_id": "AUTO:BI",
"included": 1,
"default_value": "25000000/50000000",
"code": "BI",
"label": "Bodily Injury Liability"
},
{
"coverage_id": "AUTO:COLL",
"included": 1,
"default_value": "25000",
"code": "COLL",
"label": "Collision"
},
{
"coverage_id": "AUTO:COMP",
"included": 1,
"default_value": "10000",
"code": "COMP",
"label": "Comprehensive"
},
{
"coverage_id": "AUTO:GAP",
"included": 0,
"default_value": null,
"code": "GAP",
"label": "Loan/Lease Gap"
},
{
"coverage_id": "AUTO:MED",
"included": 1,
"default_value": "1000000",
"code": "MED",
"label": "Medical Payments"
},
{
"coverage_id": "AUTO:OEM",
"included": 1,
"default_value": "true",
"code": "OEM",
"label": "OEM Parts Guarantee"
},
{
"coverage_id": "AUTO:PD",
"included": 1,
"default_value": "25000000",
"code": "PD",
"label": "Property Damage Liability"
},
{
"coverage_id": "AUTO:RENT_REIMB",
"included": 1,
"default_value": "150000",
"code": "RENT_REIMB",
"label": "Rental Reimbursement"
},
{
"coverage_id": "AUTO:ROAD",
"included": 1,
"default_value": "true",
"code": "ROAD",
"label": "Roadside Assistance"
},
{
"coverage_id": "AUTO:UMUIM",
"included": 1,
"default_value": "25000000/50000000",
"code": "UMUIM",
"label": "Uninsured/Underinsured Motorist"
}
],
"row_count": 10,
"truncated": false
}⚙ quote({"line":"AUTO","region":"R-SW","tier":"SEQUOIA","coverages":["BI","PD","UMUIM…)
{
"facts": {
"line": "AUTO",
"region": "R-SW",
"tier": "SEQUOIA",
"coverages": [
"BI",
"PD",
"UMUIM",
"COLL",
"COMP",
"MED",
"RENT_REIMB",
"ROAD",
"OEM"
],
"peico_risk": 730,
"annual_miles": 11000,
"incidents_5yr": 0,
"driver_age": 34,
"vehicle_age": 5,
"billing": {
"plan": "INSTALLMENTS",
"autopay": false,
"paperless": true
},
"billing_plan": "INSTALLMENTS",
"promo_code": null
},
"as_of": "2025-06-01"
}{
"as_of": "2025-06-01",
"base_premium_cents": 197004,
"final_premium_cents": 173364,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $900",
"factor": null,
"amount_cents": null,
"running_cents": 90000
},
{
"step": "BASE",
"code": "tier:SEQUOIA",
"detail": "tier factor ×1.65",
"factor": 1.65,
"amount_cents": null,
"running_cents": 148500
},
{
"step": "BASE",
"code": "region:R-SW",
"detail": "region factor ×1.12",
"factor": 1.12,
"amount_cents": null,
"running_cents": 166320
},
{
"step": "RISK",
"code": "factor:driver_age",
"detail": "driver_age=34 ×1.05",
"factor": 1.05,
"amount_cents": null,
"running_cents": 174636
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=730 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 174636
},
{
"step": "RISK",
"code": "factor:annual_miles",
"detail": "annual_miles=11000 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 174636
},
{
"step": "RISK",
"code": "factor:vehicle_age",
"detail": "vehicle_age=5 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 174636
},
{
"step": "RISK",
"code": "factor:incidents_5yr",
"detail": "incidents_5yr=0 ×0.95",
"factor": 0.95,
"amount_cents": null,
"running_cents": 165904
},
{
"step": "COVERAGE",
"code": "UMUIM",
"detail": "+ UMUIM $110",
"factor": null,
"amount_cents": 11000,
"running_cents": 176904
},
{
"step": "COVERAGE",
"code": "MED",
"detail": "+ MED $45",
"factor": null,
"amount_cents": 4500,
"running_cents": 181404
},
{
"step": "COVERAGE",
"code": "RENT_REIMB",
"detail": "+ RENT_REIMB $30",
"factor": null,
"amount_cents": 3000,
"running_cents": 184404
},
{
"step": "COVERAGE",
"code": "ROAD",
"detail": "+ ROAD $25",
"factor": null,
"amount_cents": 2500,
"running_cents": 186904
},
{
"step": "COVERAGE",
"code": "OEM",
"detail": "+ OEM $40",
"factor": null,
"amount_cents": 4000,
"running_cents": 190904
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 193404
},
{
"step": "FEES",
"code": "installment",
"detail": "+ fractional-pay surcharge",
"factor": null,
"amount_cents": 3600,
"running_cents": 197004
},
{
"step": "DISCOUNT",
"code": "SAFE_DRIVER",
"detail": "−12%",
"factor": 0.88,
"amount_cents": null,
"running_cents": 173364
}
]
}⚙ quote({"line":"AUTO","region":"R-SW","tier":"SEQUOIA","coverages":["BI","PD","UMUIM…)
{
"facts": {
"line": "AUTO",
"region": "R-SW",
"tier": "SEQUOIA",
"coverages": [
"BI",
"PD",
"UMUIM",
"COLL",
"COMP",
"MED",
"RENT_REIMB",
"ROAD",
"OEM"
],
"peico_risk": 730,
"annual_miles": 11000,
"incidents_5yr": 0,
"driver_age": 34,
"vehicle_age": 5,
"billing": {
"plan": "INSTALLMENTS",
"autopay": false,
"paperless": true
},
"billing_plan": "INSTALLMENTS",
"paperless": true,
"promo_code": null
},
"as_of": "2025-06-01"
}{
"as_of": "2025-06-01",
"base_premium_cents": 197004,
"final_premium_cents": 170864,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $900",
"factor": null,
"amount_cents": null,
"running_cents": 90000
},
{
"step": "BASE",
"code": "tier:SEQUOIA",
"detail": "tier factor ×1.65",
"factor": 1.65,
"amount_cents": null,
"running_cents": 148500
},
{
"step": "BASE",
"code": "region:R-SW",
"detail": "region factor ×1.12",
"factor": 1.12,
"amount_cents": null,
"running_cents": 166320
},
{
"step": "RISK",
"code": "factor:driver_age",
"detail": "driver_age=34 ×1.05",
"factor": 1.05,
"amount_cents": null,
"running_cents": 174636
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=730 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 174636
},
{
"step": "RISK",
"code": "factor:annual_miles",
"detail": "annual_miles=11000 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 174636
},
{
"step": "RISK",
"code": "factor:vehicle_age",
"detail": "vehicle_age=5 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 174636
},
{
"step": "RISK",
"code": "factor:incidents_5yr",
"detail": "incidents_5yr=0 ×0.95",
"factor": 0.95,
"amount_cents": null,
"running_cents": 165904
},
{
"step": "COVERAGE",
"code": "UMUIM",
"detail": "+ UMUIM $110",
"factor": null,
"amount_cents": 11000,
"running_cents": 176904
},
{
"step": "COVERAGE",
"code": "MED",
"detail": "+ MED $45",
"factor": null,
"amount_cents": 4500,
"running_cents": 181404
},
{
"step": "COVERAGE",
"code": "RENT_REIMB",
"detail": "+ RENT_REIMB $30",
"factor": null,
"amount_cents": 3000,
"running_cents": 184404
},
{
"step": "COVERAGE",
"code": "ROAD",
"detail": "+ ROAD $25",
"factor": null,
"amount_cents": 2500,
"running_cents": 186904
},
{
"step": "COVERAGE",
"code": "OEM",
"detail": "+ OEM $40",
"factor": null,
"amount_cents": 4000,
"running_cents": 190904
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 193404
},
{
"step": "FEES",
"code": "installment",
"detail": "+ fractional-pay surcharge",
"factor": null,
"amount_cents": 3600,
"running_cents": 197004
},
{
"step": "DISCOUNT",
"code": "SAFE_DRIVER",
"detail": "−12%",
"factor": 0.88,
"amount_cents": null,
"running_cents": 173364
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 170864
}
]
}Here's the quote, keeping everything else the same (same vehicle, mileage, installment billing, and your safe-driver and paperless discounts):
| Current (Pine) | Sequoia w/ OEM | |
|---|---|---|
| Premium per term | $913.50 | $1,708.64 |
That's about $795 more per term (roughly +87%). Breakdown of why:
- The Sequoia tier itself carries a ×1.65 tier factor (Pine is ×1.0) — that's most of the increase.
- Sequoia adds coverage charges you don't have today: Uninsured/Underinsured Motorist upgrade (+$110), Medical Payments (+$45), Rental Reimbursement (+$30), Roadside (+$25), and the OEM Parts Guarantee itself is only +$40.
- It also raises your liability limits and includes better default deductibles.
So the honest picture: the OEM guarantee is a $40 line item, but PEICO only offers it packaged inside its premium tier, which nearly doubles your bill. If OEM parts are the only thing you're after, Sequoia is an expensive way to get it. If you'd also value the higher liability limits, rental car coverage, and roadside, the upgrade makes more sense as a package.
No pressure either way — would you like me to make the upgrade, or hold off?
Customer
Wow, that's a big jump — almost double. That's more than I was expecting to spend. I appreciate you breaking it down though. I think I'm going to hold off for now. It's just not worth it if I'm paying that much more just for the OEM parts. Thanks for explaining all that and getting me the quote!
Agent
35k in · 176 out · $0.05 · 10.2s⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Take care, Tanya — thanks for being a PEICO customer! 🌲