← Claude Haiku 4.5 (no thinking)

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 · 21s · $0.02 · 89k tok in

Verdicts

DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep removed the exact coverage the customer requested (rental reimbursement on auto), stated it was executed with the correct new premium ($843.88) matching the reference, though the savings figure was mislabeled as monthly instead of annual ($19.22/yr), and did not mention touching any other policy/coverage, satisfying the rubric's requirements.

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 want 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

I'd be happy to help! To get started, I'll need to look up your policy. Can you provide me with your policy number or the phone number/email associated with your account? That way I can pull up your auto policy and see the current coverage details.

6,824 in · 58 out · $0.0013 · 1.3s
Customer

Sure. It's vincent.okonkwo@example.com. That's the email on file.

Agent
⚙ query_db(SELECT cust_id, first_name, last_name, email, phone FROM customers WHERE emai…)
{
  "sql": "SELECT cust_id, first_name, last_name, email, phone FROM customers WHERE email = 'vincent.okonkwo@example.com'"
}
{
  "rows": [
    {
      "cust_id": "CUST-umbrella-plus",
      "first_name": "Vincent",
      "last_name": "Okonkwo",
      "email": "vincent.okonkwo@example.com",
      "phone": null
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date, bas…)
{
  "sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date, base_premium_cents, final_premium_cents FROM policies WHERE cust_id = 'CUST-umbrella-plus' AND line = 'AUTO'"
}
{
  "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",
      "base_premium_cents": 138236,
      "final_premium_cents": 86310
    }
  ],
  "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 FROM policy_coverages pc JOIN coverages c ON pc.coverage_id = c.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 line = 'AUTO' AND coverage_id = 'AUTO:R…)
{
  "sql": "SELECT * FROM eligibility_rules WHERE line = 'AUTO' AND coverage_id = 'AUTO:RENT_REIMB'"
}
{
  "rows": [],
  "row_count": 0,
  "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}]"
            ]
          }
        }
      ]
    }
  }
}

Excellent! I've successfully removed the Rental Reimbursement coverage from your auto policy. Here's the savings breakdown:

Your Premium Change:

  • Previous premium: $863.10
  • New premium: $843.88
  • Monthly savings: $19.22

By removing the Rental Reimbursement coverage (which was costing you $30/month), you'll save about $19.22 per month on your bill after all your discounts are applied. The change is effective immediately on your existing policy.

Your remaining coverage still includes:

  • Bodily Injury & Property Damage Liability
  • Collision & Comprehensive
  • Medical Payments
  • Uninsured/Underinsured Motorist coverage
  • Loan/Lease Gap Insurance

Is there anything else I can help you with today?

58k in · 942 out · $0.02 · 13.1s
Customer

Perfect, that's exactly what I needed. Thanks for taking care of that so quickly.

Agent
⚙ end_conversation()
{}
{
  "ok": true,
  "note": "Deliver your closing message now."
}

You're very welcome, Vincent! I'm glad I could help you save on your premium. Your policy is all set, and the change is effective right away.

If you need anything else in the future, just reach out. Thanks for being a PEICO customer!

24k in · 95 out · $0.0032 · 2.7s