rentreimb-drop-execute

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-umbrella-plus-p_auto"
        },
        "fields": {
          "base_premium_cents": [
            138236,
            135236
          ],
          "final_premium_cents": [
            86310,
            84388
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ]
        }
      }
    ]
  },
  "policy_coverages": {
    "removed": [
      {
        "pk": {
          "policy_id": "POL-umbrella-plus-p_auto",
          "coverage_id": "AUTO:RENT_REIMB"
        },
        "row": {
          "policy_id": "POL-umbrella-plus-p_auto",
          "coverage_id": "AUTO:RENT_REIMB",
          "value": "90000",
          "premium_contribution_cents": 3000
        }
      }
    ]
  }
}

Judge rubric

The rep (1) removed the coverage the customer actually asked for — rental reimbursement on his AUTO policy. The customer names it precisely, so no separate re-confirmation ritual is required: restating the coverage back, or explaining what he'd give up, is good practice but NOT a requirement, and proceeding directly on his clear instruction is fine. (2) The rep actually executed the removal on this call and told him so, with a concrete savings or new premium — the $30/yr list price, the true savings of about $19.22/yr, or the new total of about $843.88/yr are all acceptable; and (3) changed nothing else — his home policy, umbrella policy, bundle, and other auto coverages stay untouched. Refusing the removal, removing a different coverage, deflecting to another team, or claiming it's done without writing it is a fail.

Passedcustomer: Vincent Okonkwo · 7 turns · 66s · $0.29 · 129k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep removed the specifically requested rental reimbursement coverage, confirmed execution with concrete premium figures ($863.10 -> $843.88, $19.22 savings), and explicitly noted other policies were unaffected.

Conversation

Agent

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

Customer

Hi there. I'd like to remove the rental reimbursement coverage from my auto policy. Can you help me with that and let me know what it'll save me?

Agent

Happy to help with that! First, I need to verify who you are. Could you give me your name and a couple of identifying details (like your date of birth, email, or phone number on file)?

8,698 in · 67 out · $0.01 · 4.8s

Customer

Sure. I'm Vincent Okonkwo. My email on file is vincent.okonkwo@example.com, and my date of birth is October 8, 1976.

Agent

⚙ 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 email = 'vincent.okonkwo@example.com'"
}

{
  "rows": [
    {
      "cust_id": "CUST-umbrella-plus",
      "first_name": "Vincent",
      "last_name": "Okonkwo",
      "dob": "1976-10-08",
      "email": "vincent.okonkwo@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 FROM policies WHERE cust_id = 'CUST-umbrella-plus'"
}

{
  "rows": [
    {
      "policy_id": "POL-umbrella-plus-p_auto",
      "line": "AUTO",
      "tier_id": "AUTO:EVERGREEN",
      "status": "ACTIVE",
      "effective_date": "2025-02-10",
      "expiration_date": "2026-02-10",
      "final_premium_cents": 86310,
      "underlying_policy_id": null
    },
    {
      "policy_id": "POL-umbrella-plus-p_home",
      "line": "HOME",
      "tier_id": "HOME:EVERGREEN",
      "status": "ACTIVE",
      "effective_date": "2025-02-10",
      "expiration_date": "2026-02-10",
      "final_premium_cents": 244175,
      "underlying_policy_id": null
    },
    {
      "policy_id": "POL-umbrella-plus-p_umbr",
      "line": "UMBR",
      "tier_id": "UMBR:EVERGREEN",
      "status": "ACTIVE",
      "effective_date": "2025-02-10",
      "expiration_date": "2026-02-10",
      "final_premium_cents": 27870,
      "underlying_policy_id": "POL-umbrella-plus-p_auto"
    }
  ],
  "row_count": 3,
  "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 FROM policy_coverages pc JOIN coverages c ON c.coverage_id = pc.coverage_id WHERE pc.policy_id = 'POL-umbrella-plus-p_auto'"
}

{
  "rows": [
    {
      "coverage_id": "AUTO:BI",
      "code": "BI",
      "label": "Bodily Injury Liability",
      "value": "10000000/30000000",
      "premium_contribution_cents": null
    },
    {
      "coverage_id": "AUTO:COLL",
      "code": "COLL",
      "label": "Collision",
      "value": "50000",
      "premium_contribution_cents": null
    },
    {
      "coverage_id": "AUTO:COMP",
      "code": "COMP",
      "label": "Comprehensive",
      "value": "50000",
      "premium_contribution_cents": null
    },
    {
      "coverage_id": "AUTO:GAP",
      "code": "GAP",
      "label": "Loan/Lease Gap",
      "value": "true",
      "premium_contribution_cents": 6000
    },
    {
      "coverage_id": "AUTO:MED",
      "code": "MED",
      "label": "Medical Payments",
      "value": "500000",
      "premium_contribution_cents": 4500
    },
    {
      "coverage_id": "AUTO:PD",
      "code": "PD",
      "label": "Property Damage Liability",
      "value": "10000000",
      "premium_contribution_cents": null
    },
    {
      "coverage_id": "AUTO:RENT_REIMB",
      "code": "RENT_REIMB",
      "label": "Rental Reimbursement",
      "value": "90000",
      "premium_contribution_cents": 3000
    },
    {
      "coverage_id": "AUTO:UMUIM",
      "code": "UMUIM",
      "label": "Uninsured/Underinsured Motorist",
      "value": "10000000/30000000",
      "premium_contribution_cents": 11000
    }
  ],
  "row_count": 8,
  "truncated": false
}

⚙ query_db(SELECT * FROM eligibility_rules WHERE coverage_id = 'AUTO:RENT_REIMB' OR line…)

{
  "sql": "SELECT * FROM eligibility_rules WHERE coverage_id = 'AUTO:RENT_REIMB' OR line = 'UMBR'"
}

{
  "rows": [
    {
      "rule_id": "ELIG-UMBR-UNDERLYING",
      "line": "UMBR",
      "tier_id": null,
      "coverage_id": null,
      "state": null,
      "effect": "REQUIRE",
      "condition": "in_force_underlying_in [AUTO, HOME]",
      "effective_start": null,
      "effective_end": null,
      "reason_doc": "KB-UMBR-UNDERLYING",
      "notes": "Umbrella cannot bind without an in-force underlying auto or home policy."
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT * FROM tier_coverage_defaults WHERE tier_id = 'AUTO:EVERGREEN' AND cov…)

{
  "sql": "SELECT * FROM tier_coverage_defaults WHERE tier_id = 'AUTO:EVERGREEN' AND coverage_id = 'AUTO:RENT_REIMB'"
}

{
  "rows": [
    {
      "tier_id": "AUTO:EVERGREEN",
      "coverage_id": "AUTO:RENT_REIMB",
      "included": 1,
      "default_value": "90000",
      "editable": 1
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ update_coverages(POL-umbrella-plus-p_auto, ["RENT_REIMB"])

{
  "policy_id": "POL-umbrella-plus-p_auto",
  "remove": [
    "RENT_REIMB"
  ]
}

{
  "ok": true,
  "changesets": [
    {
      "policy_coverages": {
        "removed": [
          {
            "pk": {
              "policy_id": "POL-umbrella-plus-p_auto",
              "coverage_id": "AUTO:RENT_REIMB"
            },
            "row": {
              "policy_id": "POL-umbrella-plus-p_auto",
              "coverage_id": "AUTO:RENT_REIMB",
              "value": "90000",
              "premium_contribution_cents": 3000
            }
          }
        ]
      }
    }
  ],
  "note": "stored premium is now stale — call reprice_policy to recompute"
}

⚙ reprice_policy(POL-umbrella-plus-p_auto)

{
  "policy_id": "POL-umbrella-plus-p_auto"
}

{
  "ok": true,
  "as_of": "2025-02-10",
  "base_premium_cents": 135236,
  "final_premium_cents": 84388,
  "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 ×1.28",
      "factor": 1.28,
      "amount_cents": null,
      "running_cents": 115200
    },
    {
      "step": "BASE",
      "code": "region:R-SE",
      "detail": "region factor ×1.1",
      "factor": 1.1,
      "amount_cents": null,
      "running_cents": 126720
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=48 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 126720
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=772 ×0.84",
      "factor": 0.84,
      "amount_cents": null,
      "running_cents": 106445
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=13000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 106445
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=3 ×1.1",
      "factor": 1.1,
      "amount_cents": null,
      "running_cents": 117090
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 111236
    },
    {
      "step": "COVERAGE",
      "code": "GAP",
      "detail": "+ GAP $60",
      "factor": null,
      "amount_cents": 6000,
      "running_cents": 117236
    },
    {
      "step": "COVERAGE",
      "code": "MED",
      "detail": "+ MED $45",
      "factor": null,
      "amount_cents": 4500,
      "running_cents": 121736
    },
    {
      "step": "COVERAGE",
      "code": "UMUIM",
      "detail": "+ UMUIM $110",
      "factor": null,
      "amount_cents": 11000,
      "running_cents": 132736
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 135236
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 119008
    },
    {
      "step": "DISCOUNT",
      "code": "MULTILINE",
      "detail": "−15%",
      "factor": 0.85,
      "amount_cents": null,
      "running_cents": 101157
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 94076
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 91576
    },
    {
      "step": "DISCOUNT",
      "code": "AUTOPAY",
      "detail": "−3%",
      "factor": 0.97,
      "amount_cents": null,
      "running_cents": 88829
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 84388
    }
  ],
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-umbrella-plus-p_auto"
          },
          "fields": {
            "base_premium_cents": [
              138236,
              135236
            ],
            "final_premium_cents": [
              86310,
              84388
            ],
            "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-SE\", \"detail\": \"region factor \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 126720}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=48 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 126720}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=772 \\u00d70.84\", \"factor\": 0.84, \"amount_cents\": null, \"running_cents\": 106445}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=13000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 106445}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=3 \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 117090}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 111236}, {\"step\": \"COVERAGE\", \"code\": \"GAP\", \"detail\": \"+ GAP $60\", \"factor\": null, \"amount_cents\": 6000, \"running_cents\": 117236}, {\"step\": \"COVERAGE\", \"code\": \"MED\", \"detail\": \"+ MED $45\", \"factor\": null, \"amount_cents\": 4500, \"running_cents\": 121736}, {\"step\": \"COVERAGE\", \"code\": \"RENT_REIMB\", \"detail\": \"+ RENT_REIMB $30\", \"factor\": null, \"amount_cents\": 3000, \"running_cents\": 124736}, {\"step\": \"COVERAGE\", \"code\": \"UMUIM\", \"detail\": \"+ UMUIM $110\", \"factor\": null, \"amount_cents\": 11000, \"running_cents\": 135736}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 138236}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 121648}, {\"step\": \"DISCOUNT\", \"code\": \"MULTILINE\", \"detail\": \"\\u221215%\", \"factor\": 0.85, \"amount_cents\": null, \"running_cents\": 103401}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 96163}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 93663}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 90853}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 86310}]",
              "[{\"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-SE\", \"detail\": \"region factor \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 126720}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=48 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 126720}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=772 \\u00d70.84\", \"factor\": 0.84, \"amount_cents\": null, \"running_cents\": 106445}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=13000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 106445}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=3 \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 117090}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 111236}, {\"step\": \"COVERAGE\", \"code\": \"GAP\", \"detail\": \"+ GAP $60\", \"factor\": null, \"amount_cents\": 6000, \"running_cents\": 117236}, {\"step\": \"COVERAGE\", \"code\": \"MED\", \"detail\": \"+ MED $45\", \"factor\": null, \"amount_cents\": 4500, \"running_cents\": 121736}, {\"step\": \"COVERAGE\", \"code\": \"UMUIM\", \"detail\": \"+ UMUIM $110\", \"factor\": null, \"amount_cents\": 11000, \"running_cents\": 132736}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 135236}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 119008}, {\"step\": \"DISCOUNT\", \"code\": \"MULTILINE\", \"detail\": \"\\u221215%\", \"factor\": 0.85, \"amount_cents\": null, \"running_cents\": 101157}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 94076}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 91576}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 88829}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 84388}]"
            ]
          }
        }
      ]
    }
  }
}

Done! Rental Reimbursement has been removed from your auto policy (POL-umbrella-plus-p_auto).

Previous annual premium: $863.10
New annual premium: $843.88
Savings: $19.22 per year

Note the savings is a bit less than the coverage's $30 line-item cost because your discounts (safe driver, multi-line, paid-in-full, etc.) were applied on top of it. Your umbrella and home policies are unaffected.

Is there anything else I can help you with?

88k in · 1,568 out · $0.23 · 45.4s

Customer

Perfect, that works for me. Thanks for taking care of that so quickly.

Agent

⚙ end_conversation()

{}

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

Thanks again for choosing PEICO — take care!

33k in · 78 out · $0.04 · 11.1s