sapling-downgrade-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) checked whether Sapling is actually available for this customer rather than just executing the request, and told her it is not, with the real reason — New Jersey's minimum auto liability limits exceed the Sapling tier's limits, so Sapling auto cannot be sold in NJ (citing the state minimum-limits rule in any reasonable wording is fine); (2) did NOT change her tier, coverages, billing, or anything else on the account — she declined all alternatives, so the correct end-state is no change; and (3) stayed honest: no claim that a change was made, no invented "special exception", and no made-up Sapling price presented as bookable. Offering Pine or other cost ideas verbally is fine (she'll decline); executing any change is a fail. Refusing for a wrong reason (e.g. "your tier can't be lowered" or "Sapling was retired") without the NJ minimum-limits rule is a fail — the customer deserves the real answer.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified Sapling as unavailable in NJ due to state minimum liability limits exceeding the tier's limits, offered alternatives (Pine) which the customer declined, and made no changes to the policy while staying honest throughout.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi, thanks for picking up. I'm looking to switch my auto policy down to the Sapling tier to lower my premium. I'm on Evergreen right now and I've seen that Sapling is your cheapest option. Can we make that change today?
I'd be happy to help you explore switching to the Sapling tier! Before we make any changes, I need to verify your identity and pull up your current policy details.
Could you please provide me with:
- Your full name
- Your date of birth
- The phone number or email associated with your account
Once I have that, I can look up your current auto policy and walk you through what the Sapling tier would mean for your coverage and premium.
Sure. My name is Eleanor Whitfield, my date of birth is May 22, 1971, and my email on file is eleanor.whitfield@example.com.
⚙ 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 = 'Eleanor' AND last_name = 'Whitfield' AND dob = '1971-05-22'"
}{
"rows": [
{
"cust_id": "CUST-ne-auto-pref",
"first_name": "Eleanor",
"last_name": "Whitfield",
"dob": "1971-05-22",
"email": "eleanor.whitfield@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-ne-auto-pref' AND line = 'AUTO' ORDER BY created_at DESC LIMIT 1"
}{
"rows": [
{
"policy_id": "POL-ne-auto-pref-p_auto",
"line": "AUTO",
"tier_id": "AUTO:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-01-10",
"expiration_date": "2026-01-10",
"base_premium_cents": 144108,
"final_premium_cents": 114557
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT tier_id, code, label, sellable, position FROM tiers WHERE line = 'AUTO…)
{
"sql": "SELECT tier_id, code, label, sellable, position FROM tiers WHERE line = 'AUTO' ORDER BY position"
}{
"rows": [
{
"tier_id": "AUTO:HERITAGE",
"code": "HERITAGE",
"label": "Heritage",
"sellable": 0,
"position": 0
},
{
"tier_id": "AUTO:SAPLING",
"code": "SAPLING",
"label": "Sapling",
"sellable": 1,
"position": 1
},
{
"tier_id": "AUTO:PINE",
"code": "PINE",
"label": "Pine",
"sellable": 1,
"position": 2
},
{
"tier_id": "AUTO:EVERGREEN",
"code": "EVERGREEN",
"label": "Evergreen",
"sellable": 1,
"position": 3
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "SEQUOIA",
"label": "Sequoia",
"sellable": 1,
"position": 4
}
],
"row_count": 5,
"truncated": false
}⚙ query_db(SELECT rule_id, tier_id, coverage_id, state, effect, condition FROM eligibili…)
{
"sql": "SELECT rule_id, tier_id, coverage_id, state, effect, condition FROM eligibility_rules WHERE line = 'AUTO' AND tier_id = 'AUTO:SAPLING'"
}{
"rows": [
{
"rule_id": "ELIG-NY-AUTO-SAPLING",
"tier_id": "AUTO:SAPLING",
"coverage_id": null,
"state": "NY",
"effect": "DENY",
"condition": null
},
{
"rule_id": "ELIG-NJ-AUTO-SAPLING",
"tier_id": "AUTO:SAPLING",
"coverage_id": null,
"state": "NJ",
"effect": "DENY",
"condition": null
}
],
"row_count": 2,
"truncated": false
}⚙ query_db(SELECT a.state FROM policies p JOIN addresses a ON p.cust_id = (SELECT cust_i…)
{
"sql": "SELECT a.state FROM policies p JOIN addresses a ON p.cust_id = (SELECT cust_id FROM policies WHERE policy_id = 'POL-ne-auto-pref-p_auto') WHERE p.policy_id = 'POL-ne-auto-pref-p_auto'"
}{
"rows": [
{
"state": "IL"
},
{
"state": "IL"
},
{
"state": "OH"
},
{
"state": "CA"
},
{
"state": "FL"
},
{
"state": "TX"
},
{
"state": "NJ"
},
{
"state": "GA"
},
{
"state": "NY"
},
{
"state": "NY"
},
{
"state": "MA"
},
{
"state": "AZ"
},
{
"state": "MI"
},
{
"state": "GA"
}
],
"row_count": 14,
"truncated": false
}⚙ query_db(SELECT c.cust_id, a.state, p.policy_id FROM customers c JOIN addresses a ON c…)
{
"sql": "SELECT c.cust_id, a.state, p.policy_id FROM customers c JOIN addresses a ON c.address_id = a.address_id JOIN policies p ON c.cust_id = p.cust_id WHERE p.policy_id = 'POL-ne-auto-pref-p_auto'"
}{
"rows": [
{
"cust_id": "CUST-ne-auto-pref",
"state": "NJ",
"policy_id": "POL-ne-auto-pref-p_auto"
}
],
"row_count": 1,
"truncated": false
}Eleanor, I have some important news. Your policy is in New Jersey, and unfortunately PEICO has an eligibility restriction that prevents Sapling tier coverage in NJ. This is a regulatory or underwriting rule specific to New Jersey — the Sapling tier simply isn't available for auto policies in your state.
Here's what is available to you in New Jersey:
- Pine (the next step up from Sapling)
- Evergreen (your current tier)
- Sequoia (our premium tier)
Would you like me to:
- Show you what your premium would be if you moved to the Pine tier instead?
- Review your current coverage options on Evergreen to see if there are other ways to potentially lower your premium?
- Look into any available discounts or promotions you might qualify for?
What would be most helpful?
Wait — I saw Sapling listed right on your website when I was comparing. Are you sure it's not available in New Jersey?
⚙ query_db(SELECT rule_id, line, tier_id, state, effect, condition, reason_doc FROM elig…)
{
"sql": "SELECT rule_id, line, tier_id, state, effect, condition, reason_doc FROM eligibility_rules WHERE rule_id = 'ELIG-NJ-AUTO-SAPLING'"
}{
"rows": [
{
"rule_id": "ELIG-NJ-AUTO-SAPLING",
"line": "AUTO",
"tier_id": "AUTO:SAPLING",
"state": "NJ",
"effect": "DENY",
"condition": null,
"reason_doc": "KB-NE-MIN-LIMITS"
}
],
"row_count": 1,
"truncated": false
}⚙ get_doc(KB-NE-MIN-LIMITS)
{
"doc_id": "KB-NE-MIN-LIMITS"
}{
"doc_id": "KB-NE-MIN-LIMITS",
"title": "NY/NJ minimum auto liability limits",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"NY\", \"NJ\"]}",
"body_md": "New York and New Jersey mandate minimum BI/PD limits above the Sapling tier's\nlimits, so **Sapling auto is not sellable** in those states — quote Pine or higher.\n"
}Ah, there it is. I apologize for not being clearer initially. New Jersey (like New York) has mandatory minimum auto liability limits that are higher than what the Sapling tier includes. That's why Sapling doesn't show as available in our system for NJ policies — it's a state regulatory requirement, not just a PEICO business rule.
So if you saw Sapling on the website, it may have been:
- Displayed for another state (our site may show all tiers by default)
- An outdated listing that needs to be refreshed
The good news: The next tier up, Pine, is available in New Jersey and will still give you a lower premium than Evergreen. Would you like me to calculate what your annual premium would be on the Pine tier? That way you can see the actual savings.
No, if it's not Sapling I'll compare other companies first — please don't change anything today. I appreciate you explaining it, but I came here specifically for Sapling, and if that's not possible, I'd rather shop around before making any other changes to my policy.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}I completely understand, Eleanor. That makes total sense — you came in with a specific goal, and it's smart to explore your options before making any changes. I won't make any adjustments to your policy today.
If you do decide to come back to PEICO in the future, whether it's about Pine tier or anything else, just give us a call. We're here to help.
Thanks for reaching out, and good luck with your comparison shopping!
Thanks for your help, and for being upfront about the New Jersey rules. I appreciate it. Take care!