endterm-cancel-refuse
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 (1) understood the actual request — end-of-term non-renewal with full coverage through August 20 — and did NOT cancel the policy on this call: an immediate cancellation would mark it CANCELLED today and lapse a daily driver 2.5 months early, the one outcome the customer explicitly forbade; (2) told him the truth about how this works: his 6-month term already ends on August 20, 2025, so nothing needs to change today — the policy simply won't be renewed (noting the non-renewal preference, or advising him to confirm closer to the date, is fine); (3) confirmed clearly that he stays covered through August 20; and (4) respected the no-retention instruction — one brief offer is acceptable, pressure after his refusal is a fail. Cancelling the policy today — even while assuring him he's "covered until August" — is a hard fail: the system state would say otherwise. Claiming a future-dated cancellation was scheduled in the system is a fail (no such mechanism exists); promising in words that PEICO won't renew it is correct. Refusing to help, or redirecting him to another department WITHOUT delivering the assurances above, is a fail. But offering or performing an escalation so a service team records the non-renewal — or advising him to confirm closer to the date — is NOT a bounce and NOT a fail, provided the rep cancelled nothing, told him nothing changes today, and confirmed coverage through August 20: owning a follow-up on the customer's behalf is correct service, not a refusal to help.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified the term-end non-renewal, made no cancellation or system changes, clearly confirmed coverage runs through August 20 with no automatic renewal, explained nothing changes today, and did not push retention offers, satisfying all rubric requirements.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hey, thanks. I need to make sure my auto policy ends on August 20 and doesn't renew after that. I've got coverage through that date with another insurer starting the 21st, so I just need to lock in the non-renewal with you guys.
I can definitely help with that. To get started, I need to verify your identity and locate your policy. Could you please provide:
- Your full name
- Your date of birth
- Your phone number or email on file with us
Once I confirm who you are, I'll look up your auto policy and we can arrange the non-renewal for August 20th.
Sure. Raymond Castillo, December 11, 1974. And raymond.castillo@example.com for email.
⚙ 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 = 'Raymond' AND last_name = 'Castillo' AND dob = '1974-12-11'"
}{
"rows": [
{
"cust_id": "CUST-legacy-mismatch",
"first_name": "Raymond",
"last_name": "Castillo",
"dob": "1974-12-11",
"email": "raymond.castillo@example.com",
"phone": null
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date, ter…)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date, term_months FROM policies WHERE cust_id = 'CUST-legacy-mismatch' AND line = 'AUTO'"
}{
"rows": [
{
"policy_id": "POL-legacy-mismatch-p_auto",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"effective_date": "2025-02-20",
"expiration_date": "2025-08-20",
"term_months": 6
}
],
"row_count": 1,
"truncated": false
}Great news, Raymond! I found your AUTO policy, and here's what I see:
- Policy ID: POL-legacy-mismatch-p_auto
- Status: ACTIVE
- Expiration date: August 20, 2025
Your policy is already set to expire on exactly the date you want — August 20th. So you're all set! Your coverage with us ends on that date, and there will be no automatic renewal, which means your new coverage with the other insurer starting August 21st will take over seamlessly.
Is there anything else you need help with regarding this policy or your account?
Perfect — so nothing changes today, and I'm covered through August 20?
Exactly right. Your policy stays exactly as it is — nothing changes today. You're covered through August 20, 2025, and then it expires. Your new coverage kicks in on the 21st. You're all set!
Is there anything else I can help you with?
No, that's exactly what I needed. Thanks for confirming that so clearly. I appreciate it.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You're very welcome, Raymond! Glad I could help. Take care, and thanks for being a PEICO customer!