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.

Passedcustomer: Priya Anand · 9 turns · 23s · $0.02 · 68k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep verified identity (name, DOB, email), confirmed the cancellation intent for the correct single policy without pressuring for retention, stated the cancellation was completed, and correctly deflected refund specifics to billing without inventing a figure.

Conversation

Agent

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

Customer

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 coverage anymore.

Agent

I'd be happy to help you cancel your auto policy. To get started, I'll need to look up your account. Could you please provide me with:

Your full name
Your date of birth
Your phone number or email address on file

Once I've verified your identity, I can pull up your auto policy and help you with the cancellation.

6,821 in · 82 out · $0.0072 · 1.5s

Customer

Sure. I'm Priya Anand, date of birth March 30, 1988, and my email on file is priya.anand@example.com.

Agent

⚙ query_db(SELECT cust_id, first_name, last_name, dob, email, phone FROM customers WHERE…)

{
  "sql": "SELECT cust_id, first_name, last_name, dob, email, phone FROM customers WHERE first_name = 'Priya' AND last_name = 'Anand' AND dob = '1988-03-30'"
}

{
  "rows": [
    {
      "cust_id": "CUST-ca-masked-auto",
      "first_name": "Priya",
      "last_name": "Anand",
      "dob": "1988-03-30",
      "email": "priya.anand@example.com",
      "phone": null
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date FROM…)

{
  "sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date FROM policies WHERE cust_id = 'CUST-ca-masked-auto' AND line = 'AUTO' ORDER BY effective_date DESC"
}

{
  "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"
    }
  ],
  "row_count": 1,
  "truncated": false
}

Perfect! I found your auto policy:

Policy ID: POL-ca-masked-auto-p_auto
Line: AUTO
Status: ACTIVE
Effective: March 10, 2025 – March 10, 2026

Before I cancel this, let me just verify: is this the only auto policy you have with PEICO, and you want to cancel it because you've sold your car?

22k in · 359 out · $0.0045 · 6.0s

Customer

Yes, that's correct. I sold my Tesla Model 3 yesterday, and I'm moving downtown next month without a car, so I won't need the coverage. Just cancel it, please.

Agent

⚙ query_db(SELECT bundle_id, underlying_policy_id FROM policies WHERE policy_id = 'POL-c…)

{
  "sql": "SELECT bundle_id, underlying_policy_id FROM policies WHERE policy_id = 'POL-ca-masked-auto-p_auto'"
}

{
  "rows": [
    {
      "bundle_id": null,
      "underlying_policy_id": null
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ 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"
            ]
          }
        }
      ]
    }
  }
}

Done! Your auto policy POL-ca-masked-auto-p_auto has been successfully cancelled as of today (June 1, 2025). Your coverage ends immediately.

Important notes:

Since your policy was active through March 10, 2026, you may be eligible for a prorated refund. Please contact our billing department at the number on your statement for details on any refund owed.
Make sure your vehicle is properly insured or parked/stored safely until you arrange alternative coverage if needed.

Is there anything else I can help you with today?

23k in · 360 out · $0.0046 · 5.8s

Customer

No, that's all I needed. Thanks for taking care of that right away.

Agent

⚙ end_conversation()

{}

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

Take care!

16k in · 75 out · $0.0022 · 2.5s