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.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly declined to add OEM coverage, explained it's gated to a higher tier (mentioning OAK/BIRCH instead of Sequoia, but the substance—tier limitation—is correct), and did not claim to have added it; offering an upgrade was optional and acceptable.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! Thanks for picking up. I'm calling about my auto policy — I'd like to add the OEM parts guarantee to it. A body shop mentioned it and I want to make sure any repairs use original manufacturer parts.
I'd be happy to help you add OEM parts coverage to your auto policy! Let me first look up your account to find your policy and check what options are available.
To get started, could you please provide me with:
- Your policy number (it starts with POL-), or
- Your name and date of birth so I can locate your account
Once I have that, I'll be able to see your current coverage and add the OEM parts guarantee for you.
Sure, my name is Tanya Brooks. And my date of birth is September 14, 1990.
⚙ query_db(SELECT cust_id, email, phone, address_id FROM customers WHERE first_name = 'T…)
{
"sql": "SELECT cust_id, email, phone, address_id FROM customers WHERE first_name = 'Tanya' AND last_name = 'Brooks' AND dob = '1990-09-14'"
}{
"rows": [
{
"cust_id": "CUST-retention-target",
"email": "tanya.brooks@example.com",
"phone": null,
"address_id": "ADDR-retention-target"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, tier_id, status, effective_date, expiration_date FROM polic…)
{
"sql": "SELECT policy_id, tier_id, status, effective_date, expiration_date FROM policies WHERE cust_id = 'CUST-retention-target' AND line = 'AUTO'"
}{
"rows": [
{
"policy_id": "POL-retention-target-p_auto",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"effective_date": "2025-05-01",
"expiration_date": "2026-05-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT code, label, kind, unit FROM coverages WHERE line = 'AUTO' AND code LI…)
{
"sql": "SELECT code, label, kind, unit FROM coverages WHERE line = 'AUTO' AND code LIKE '%OEM%' OR code LIKE '%PARTS%'"
}{
"rows": [
{
"code": "OEM",
"label": "OEM Parts Guarantee",
"kind": "flag",
"unit": "bool"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT pc.coverage_id, c.code, c.label, pc.value FROM policy_coverages pc JOI…)
{
"sql": "SELECT pc.coverage_id, c.code, c.label, pc.value FROM policy_coverages pc JOIN coverages c ON pc.coverage_id = c.coverage_id WHERE pc.policy_id = 'POL-retention-target-p_auto'"
}{
"rows": [
{
"coverage_id": "AUTO:BI",
"code": "BI",
"label": "Bodily Injury Liability",
"value": "5000000/10000000"
},
{
"coverage_id": "AUTO:COLL",
"code": "COLL",
"label": "Collision",
"value": "100000"
},
{
"coverage_id": "AUTO:COMP",
"code": "COMP",
"label": "Comprehensive",
"value": "50000"
},
{
"coverage_id": "AUTO:PD",
"code": "PD",
"label": "Property Damage Liability",
"value": "5000000"
}
],
"row_count": 4,
"truncated": false
}⚙ query_db(SELECT rule_id, effect, condition, reason_doc FROM eligibility_rules WHERE li…)
{
"sql": "SELECT rule_id, effect, condition, reason_doc FROM eligibility_rules WHERE line = 'AUTO' AND tier_id = 'AUTO:PINE' AND coverage_id = 'AUTO:OEM'"
}{
"rows": [],
"row_count": 0,
"truncated": false
}⚙ query_db(SELECT coverage_id, included, default_value, editable FROM tier_coverage_defa…)
{
"sql": "SELECT coverage_id, included, default_value, editable FROM tier_coverage_defaults WHERE tier_id = 'AUTO:PINE' AND coverage_id = 'AUTO:OEM'"
}{
"rows": [
{
"coverage_id": "AUTO:OEM",
"included": 0,
"default_value": null,
"editable": 0
}
],
"row_count": 1,
"truncated": false
}I found an issue, Tanya. Unfortunately, the OEM Parts Guarantee coverage is not editable on your current PINE tier — it's locked as a fixed feature of that tier level. While the coverage does exist in our system for AUTO policies, it's not available as an add-on option for the PINE tier.
Here are your options:
-
Upgrade to a higher tier — OEM parts coverage may be available as an editable option on a higher tier (like OAK or BIRCH). Would you like me to check what that would cost and what other benefits you'd get?
-
Explore alternative coverage — I can look into other comprehensive and collision coverage options that might help protect your vehicle, though they may not explicitly guarantee OEM parts.
-
Keep your current coverage — Your current policy includes Comprehensive and Collision coverage, which typically covers repairs (including OEM parts when used by certified shops), though it doesn't guarantee OEM parts will be used.
What would you like to do?
Oh, I see. So I'd have to upgrade my whole plan to get that, huh? That makes sense — I appreciate you explaining that. I don't think I need to upgrade right now, so I'll just stick with what I have. Thanks for checking into it for me!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You're very welcome, Tanya! I'm glad I could clarify that for you. Your current Comprehensive and Collision coverage should provide good protection for your vehicle, and most certified repair shops will use quality parts anyway.
If you ever change your mind down the road or want to explore other coverage options, feel free to reach out — we're always here to help.
Thanks for being a PEICO customer, and drive safely out there!