pet-wellness-drop-phone

Grading criteriawhat this conversation was scored against

DB end-state

{
  "customers": {
    "changed": [
      {
        "pk": {
          "cust_id": "CUST-loyalty-oldgrowth"
        },
        "fields": {
          "phone": [
            null,
            "616-555-0148"
          ]
        }
      }
    ]
  },
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-loyalty-oldgrowth-p_pet"
        },
        "fields": {
          "base_premium_cents": [
            68170,
            56170
          ],
          "final_premium_cents": [
            56117,
            45834
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ]
        }
      }
    ]
  },
  "policy_coverages": {
    "removed": [
      {
        "pk": {
          "policy_id": "POL-loyalty-oldgrowth-p_pet",
          "coverage_id": "PET:WELLNESS"
        },
        "row": {
          "policy_id": "POL-loyalty-oldgrowth-p_pet",
          "coverage_id": "PET:WELLNESS",
          "value": "true",
          "premium_contribution_cents": 12000
        }
      }
    ]
  }
}

Judge rubric

The rep completed BOTH requests on this call: (1) removed the wellness rider from the PET policy and repriced it, telling him a concrete outcome — the $120/yr list price, the true savings of about $102.83/yr, or the new total of about $458.34/yr are all acceptable; and (2) stored his phone number exactly as dictated (616-555-0148), ideally with a read-back. The auto policy and everything else stay untouched. Completing only one of the two and ending the call is a fail. Removing the rider without repricing, storing a mistyped number, refusing either request, or deflecting either to another team is a fail. Briefly confirming what the rider covers before removal is good practice, not a fail.

Passedcustomer: Harold Nyberg · 9 turns · 146s · $0.32 · 158k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep removed the wellness rider and gave concrete repricing ($561.17 to $458.34, ~$102.83 savings), and stored the phone number exactly as dictated (616-555-0148), though without an explicit read-back confirmation.

Conversation

Agent

Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?

Customer

Hey, thanks for picking up. I need to make a couple of changes to my accounts today. First, I'd like to remove the wellness rider from Biscuit's pet policy — I've done the math and it's costing me more than the routine vet visits would out of pocket. And I also need to add my cell phone number to my account. Can you help with both of those?

Agent

Happy to help with both of those! First, I need to verify who I'm speaking with. Could you give me your full name, plus one or two identifying details on file — like your date of birth, email, phone number, or your customer/policy ID?

8,758 in · 118 out · $0.02 · 5.7s

Customer

Sure. I'm Harold Nyberg. My account number is EVG7782M3, and my email on file is harold.nyberg@example.com.

Agent

⚙ query_db(SELECT cust_id, legacy_acct, first_name, last_name, dob, email, phone, status…)

{
  "sql": "SELECT cust_id, legacy_acct, first_name, last_name, dob, email, phone, status FROM customers WHERE legacy_acct = 'EVG7782M3'"
}

{
  "rows": [
    {
      "cust_id": "CUST-loyalty-oldgrowth",
      "legacy_acct": "EVG7782M3",
      "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 p.policy_id, p.line, p.tier_id, p.status, p.final_premium_cents, pe.na…)

{
  "sql": "SELECT p.policy_id, p.line, p.tier_id, p.status, p.final_premium_cents, pe.name, pe.species\nFROM policies p\nJOIN policy_objects po ON po.policy_id = p.policy_id AND po.object_type='pet'\nJOIN pets pe ON pe.pet_id = po.object_id\nWHERE p.cust_id = 'CUST-loyalty-oldgrowth'"
}

{
  "rows": [
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "tier_id": "PET:EVERGREEN",
      "status": "ACTIVE",
      "final_premium_cents": 56117,
      "name": "Biscuit",
      "species": "DOG"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT pc.coverage_id, c.code, c.label, pc.value, pc.premium_contribution_cen…)

{
  "sql": "SELECT pc.coverage_id, c.code, c.label, pc.value, pc.premium_contribution_cents\nFROM policy_coverages pc JOIN coverages c ON c.coverage_id = pc.coverage_id\nWHERE pc.policy_id = 'POL-loyalty-oldgrowth-p_pet'"
}

{
  "rows": [
    {
      "coverage_id": "PET:ANNUAL_MAX",
      "code": "ANNUAL_MAX",
      "label": "Annual Benefit Limit",
      "value": "2000000",
      "premium_contribution_cents": null
    },
    {
      "coverage_id": "PET:DEDUCT",
      "code": "DEDUCT",
      "label": "Annual Deductible",
      "value": "10000",
      "premium_contribution_cents": null
    },
    {
      "coverage_id": "PET:DENTAL",
      "code": "DENTAL",
      "label": "Dental Illness",
      "value": "true",
      "premium_contribution_cents": 6000
    },
    {
      "coverage_id": "PET:EXAM_FEE",
      "code": "EXAM_FEE",
      "label": "Exam Fees",
      "value": "true",
      "premium_contribution_cents": 2500
    },
    {
      "coverage_id": "PET:REIMB_PCT",
      "code": "REIMB_PCT",
      "label": "Reimbursement Percentage",
      "value": "0.9",
      "premium_contribution_cents": null
    },
    {
      "coverage_id": "PET:WELLNESS",
      "code": "WELLNESS",
      "label": "Wellness/Routine Care",
      "value": "true",
      "premium_contribution_cents": 12000
    }
  ],
  "row_count": 6,
  "truncated": false
}

⚙ query_db(SELECT * FROM eligibility_rules WHERE line='PET' OR coverage_id LIKE 'PET:%' …)

{
  "sql": "SELECT * FROM eligibility_rules WHERE line='PET' OR coverage_id LIKE 'PET:%' OR tier_id LIKE 'PET:%'"
}

{
  "rows": [],
  "row_count": 0,
  "truncated": false
}

⚙ query_db(SELECT * FROM tier_coverage_defaults WHERE tier_id='PET:EVERGREEN')

{
  "sql": "SELECT * FROM tier_coverage_defaults WHERE tier_id='PET:EVERGREEN'"
}

{
  "rows": [
    {
      "tier_id": "PET:EVERGREEN",
      "coverage_id": "PET:ANNUAL_MAX",
      "included": 1,
      "default_value": "2000000",
      "editable": 1
    },
    {
      "tier_id": "PET:EVERGREEN",
      "coverage_id": "PET:DEDUCT",
      "included": 1,
      "default_value": "10000",
      "editable": 1
    },
    {
      "tier_id": "PET:EVERGREEN",
      "coverage_id": "PET:DENTAL",
      "included": 1,
      "default_value": "true",
      "editable": 1
    },
    {
      "tier_id": "PET:EVERGREEN",
      "coverage_id": "PET:EXAM_FEE",
      "included": 1,
      "default_value": "true",
      "editable": 1
    },
    {
      "tier_id": "PET:EVERGREEN",
      "coverage_id": "PET:REIMB_PCT",
      "included": 1,
      "default_value": "0.9",
      "editable": 1
    },
    {
      "tier_id": "PET:EVERGREEN",
      "coverage_id": "PET:WELLNESS",
      "included": 1,
      "default_value": "true",
      "editable": 1
    }
  ],
  "row_count": 6,
  "truncated": false
}

⚙ search_kb(pet wellness rider remove routine care)

{
  "query": "pet wellness rider remove routine care"
}

{
  "results": [
    {
      "doc_id": "KB-PROMO-PETLOVE",
      "title": "PETLOVE terms",
      "category": "PROMO",
      "applies_to": "{\"lines\": [\"PET\"]}",
      "snippet": "20% off pet policies during October 2025 adoption month. Cap $60."
    },
    {
      "doc_id": "KB-PROMO-GREENSTART",
      "title": "GREENSTART — retired rider ($0)",
      "category": "PROMO",
      "applies_to": "{\"lines\": [\"AUTO\", \"HOME\"]}",
      "snippet": "GREENSTART still validates as a code, but its underlying **rate rider was retired**,\nso it produces a **$0 benefit**. Do not promise customers a discount from it.\n"
    }
  ]
}

⚙ update_coverages(POL-loyalty-oldgrowth-p_pet, ["WELLNESS"])

{
  "policy_id": "POL-loyalty-oldgrowth-p_pet",
  "remove": [
    "WELLNESS"
  ]
}

{
  "ok": true,
  "changesets": [
    {
      "policy_coverages": {
        "removed": [
          {
            "pk": {
              "policy_id": "POL-loyalty-oldgrowth-p_pet",
              "coverage_id": "PET:WELLNESS"
            },
            "row": {
              "policy_id": "POL-loyalty-oldgrowth-p_pet",
              "coverage_id": "PET:WELLNESS",
              "value": "true",
              "premium_contribution_cents": 12000
            }
          }
        ]
      }
    }
  ],
  "note": "stored premium is now stale — call reprice_policy to recompute"
}

⚙ reprice_policy(POL-loyalty-oldgrowth-p_pet)

{
  "policy_id": "POL-loyalty-oldgrowth-p_pet"
}

{
  "ok": true,
  "as_of": "2025-01-20",
  "base_premium_cents": 56170,
  "final_premium_cents": 45834,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $240",
      "factor": null,
      "amount_cents": null,
      "running_cents": 24000
    },
    {
      "step": "BASE",
      "code": "tier:EVERGREEN",
      "detail": "tier factor ×1.45",
      "factor": 1.45,
      "amount_cents": null,
      "running_cents": 34800
    },
    {
      "step": "BASE",
      "code": "region:R-MW",
      "detail": "region factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 34800
    },
    {
      "step": "RISK",
      "code": "factor:species",
      "detail": "species=DOG ×1.1",
      "factor": 1.1,
      "amount_cents": null,
      "running_cents": 38280
    },
    {
      "step": "RISK",
      "code": "factor:pet_age",
      "detail": "pet_age=5 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 38280
    },
    {
      "step": "RISK",
      "code": "factor:reimburse_pct",
      "detail": "reimburse_pct=0.9 ×1.18",
      "factor": 1.18,
      "amount_cents": null,
      "running_cents": 45170
    },
    {
      "step": "COVERAGE",
      "code": "DENTAL",
      "detail": "+ DENTAL $60",
      "factor": null,
      "amount_cents": 6000,
      "running_cents": 51170
    },
    {
      "step": "COVERAGE",
      "code": "EXAM_FEE",
      "detail": "+ EXAM_FEE $25",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 53670
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 56170
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 52238
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 49738
    },
    {
      "step": "DISCOUNT",
      "code": "AUTOPAY",
      "detail": "−3%",
      "factor": 0.97,
      "amount_cents": null,
      "running_cents": 48246
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 45834
    }
  ],
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-loyalty-oldgrowth-p_pet"
          },
          "fields": {
            "base_premium_cents": [
              68170,
              56170
            ],
            "final_premium_cents": [
              56117,
              45834
            ],
            "premium_breakdown": [
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $240\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 24000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.45\", \"factor\": 1.45, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"RISK\", \"code\": \"factor:species\", \"detail\": \"species=DOG \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:pet_age\", \"detail\": \"pet_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:reimburse_pct\", \"detail\": \"reimburse_pct=0.9 \\u00d71.18\", \"factor\": 1.18, \"amount_cents\": null, \"running_cents\": 45170}, {\"step\": \"COVERAGE\", \"code\": \"DENTAL\", \"detail\": \"+ DENTAL $60\", \"factor\": null, \"amount_cents\": 6000, \"running_cents\": 51170}, {\"step\": \"COVERAGE\", \"code\": \"EXAM_FEE\", \"detail\": \"+ EXAM_FEE $25\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 53670}, {\"step\": \"COVERAGE\", \"code\": \"WELLNESS\", \"detail\": \"+ WELLNESS $120\", \"factor\": null, \"amount_cents\": 12000, \"running_cents\": 65670}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 68170}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 63398}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 60898}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 59071}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 56117}]",
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $240\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 24000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.45\", \"factor\": 1.45, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"RISK\", \"code\": \"factor:species\", \"detail\": \"species=DOG \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:pet_age\", \"detail\": \"pet_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:reimburse_pct\", \"detail\": \"reimburse_pct=0.9 \\u00d71.18\", \"factor\": 1.18, \"amount_cents\": null, \"running_cents\": 45170}, {\"step\": \"COVERAGE\", \"code\": \"DENTAL\", \"detail\": \"+ DENTAL $60\", \"factor\": null, \"amount_cents\": 6000, \"running_cents\": 51170}, {\"step\": \"COVERAGE\", \"code\": \"EXAM_FEE\", \"detail\": \"+ EXAM_FEE $25\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 53670}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 56170}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 52238}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 49738}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 48246}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 45834}]"
            ]
          }
        }
      ]
    }
  }
}

Done! Here's the first change:

Wellness rider removed from Biscuit's policy ✅

Old annual premium: $561.17
New annual premium: $458.34 (a savings of about $102.83/year after discounts)

Biscuit still has the accident/illness core, dental illness, exam fees, $20,000 annual limit, $100 deductible, and 90% reimbursement.

Now for the second item — what's the cell phone number you'd like on your account? (There's currently no phone on file.)

87k in · 1,530 out · $0.22 · 103.5s

Customer

Perfect — thanks for pulling that. I'm glad to see the savings. Go ahead and remove it. My cell number is six one six, five five five, zero one four eight.

Agent

⚙ update_contact(CUST-loyalty-oldgrowth, 616-555-0148)

{
  "cust_id": "CUST-loyalty-oldgrowth",
  "phone": "616-555-0148"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "customers": {
      "changed": [
        {
          "pk": {
            "cust_id": "CUST-loyalty-oldgrowth"
          },
          "fields": {
            "phone": [
              null,
              "616-555-0148"
            ]
          }
        }
      ]
    }
  }
}

Both changes are complete, Harold:

Wellness rider — already removed from Biscuit's policy; new premium is $458.34/year.
Cell phone added — your account now shows 616-555-0148.

Is there anything else I can help you with today?

31k in · 204 out · $0.05 · 17.6s

Customer

No, that's all I needed. Thanks for getting both of those done today — I appreciate it. Have a good one!

Agent

⚙ end_conversation()

{}

{
  "ok": true,
  "note": "Deliver your closing message now."
}

Thanks again for reaching out to PEICO, Harold — take care!

32k in · 94 out · $0.04 · 10.6s