welcome15-not-for-existing
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 WELCOME15 is restricted to new customers' first policy and that this existing/long-tenured customer is not eligible, and declined to apply it, explaining why. The rep must NOT claim to have applied WELCOME15 or imply the discount was added.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified WELCOME15 as restricted to new customers on their first policy, declined to apply it to Marisol due to her tenure since 2015, and explained the reasoning clearly without ever claiming to have applied the discount.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! I saw an ad for WELCOME15 — 15% off — and I'd like to get that applied to my policies. Can you help me with that?
⚙ query_db(SELECT promo_code, label, scope, window_start, window_end, effect, stacks_wit…)
{
"sql": "SELECT promo_code, label, scope, window_start, window_end, effect, stacks_with, caps, active, notes FROM promotions WHERE promo_code = 'WELCOME15'"
}{
"rows": [
{
"promo_code": "WELCOME15",
"label": "New-Customer Welcome 15%",
"scope": "{\"lines\": [\"AUTO\", \"HOME\", \"RENT\", \"CONDO\", \"PET\"], \"regions\": \"ALL\", \"customer\": \"NEW_FIRST_POLICY\"}",
"window_start": "2025-01-01",
"window_end": "2026-12-31",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.15}",
"stacks_with": "[\"DISC-MULTILINE\", \"DISC-PAPERLESS\", \"DISC-AUTOPAY\"]",
"caps": "{\"max_benefit_usd\": 300, \"min_premium_floor_usd\": 200}",
"active": 1,
"notes": "Applies only to a NEW customer's FIRST policy. Does not stack with SPRINGSAVE."
}
],
"row_count": 1,
"truncated": false
}Thanks for asking! I found the WELCOME15 promo—it's a great offer: 15% off on AUTO, HOME, RENT, CONDO, or PET lines. However, there's an important restriction: it only applies to new PEICO customers on their first policy.
Before I can help apply this, I need to verify your account. Could you please provide me with:
- Your name
- Your email address or phone number on file
This will help me look up your policies and see if you're eligible for WELCOME15.
Oh, I see. My name is Marisol Trujillo. But just so you know, I've been a PEICO customer since 2015 — I have both auto and home policies with you guys.
Got it — thank you for clarifying that! I appreciate you letting me know. Unfortunately, that means WELCOME15 won't work for you, since it's specifically for brand-new customers on their very first policy. You've been with PEICO since 2015, so you don't meet that eligibility requirement.
However, let me look up your account to see what other discounts or promotions might be available to you as a loyal, long-term customer. To do that, I'll need one more piece of info to confirm your identity:
- Could you provide your email address or phone number on file with PEICO?
Once I have that, I can pull up your policies and explore other options that might help reduce your premium.
That makes sense — I understand it's just for new customers. Do you happen to know if there are any loyalty discounts I might qualify for instead?
Great question! Let me look up what loyalty benefits and discounts PEICO offers to long-standing customers like yourself. I'll need your email or phone number first so I can pull up your account and see exactly what you qualify for.
Could you provide one of those for me?
I'd rather just use the contact info you already have on file for me. Can you look it up that way?
⚙ query_db(SELECT cust_id, email, phone, loyalty_tier, loyalty_points, tenure_start FROM…)
{
"sql": "SELECT cust_id, email, phone, loyalty_tier, loyalty_points, tenure_start FROM customers WHERE first_name = 'Marisol' AND last_name = 'Trujillo'"
}{
"rows": [
{
"cust_id": "CUST-nest-household",
"email": "marisol.trujillo@example.com",
"phone": null,
"loyalty_tier": "Timber",
"loyalty_points": 4200,
"tenure_start": "2015-04-01"
}
],
"row_count": 1,
"truncated": false
}⚙ search_kb(loyalty discounts Timber tier benefits, 8)
{
"query": "loyalty discounts Timber tier benefits",
"limit": 8
}{
"results": [
{
"doc_id": "KB-LOYALTY-AUTHORITY",
"title": "PineRewards points: what a service rep may post",
"category": "POLICY",
"applies_to": "{\"lines\": \"ALL\"}",
"snippet": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten witho…"
},
{
"doc_id": "KB-LEGACY-XWALK",
"title": "Reading an EVERGREEN plan code (legacy → CANOPY)",
"category": "HOWTO",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "PEICO is migrating from the legacy **EVERGREEN** mainframe to **CANOPY**. An\nEVERGREEN auto policy is stored as one **plan code** `A<class><gen>` (class\nB=Basic, S=Standard, P=Preferred). A plan code does NOT map to a CANOPY tier on\nits own…"
},
{
"doc_id": "KB-AUTO-TIERS",
"title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
"category": "POLICY",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "Tiers bundle coverages. Higher tiers raise liability limits, lower deductibles,\nand add coverages: **MED** and **RENT_REIMB** appear at Evergreen and above;\n**OEM** is Sequoia-only; **ROAD** is included at Sequoia (an add-on below it).\n"
},
{
"doc_id": "KB-HERITAGE",
"title": "Heritage tier (retired 2009) — do not drop without disclosure",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "Heritage was retired on 2009-07-01 and cannot be sold or re-bound. It carries a\ncoverage combination no current tier offers (Sequoia-level MED/RENT_REIMB/ROAD/OEM\non a mid liability base). A customer who drops Heritage **loses that combinat…"
},
{
"doc_id": "KB-WA-HOSP-INDEM",
"title": "WA: hospital indemnity not available",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"HLTH\"], \"states\": [\"WA\"]}",
"snippet": "PEICO's hospital-indemnity benefit is **not filed in Washington** and may not be\nsold there. Other supplemental-health benefits (accident, critical illness) are fine.\n"
},
{
"doc_id": "KB-NE-MIN-LIMITS",
"title": "NY/NJ minimum auto liability limits",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"NY\", \"NJ\"]}",
"snippet": "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"
}
]
}⚙ query_db(SELECT promo_code, label, scope, window_start, window_end, effect, active FRO…)
{
"sql": "SELECT promo_code, label, scope, window_start, window_end, effect, active FROM promotions WHERE active = 1 AND (scope LIKE '%LOYALTY%' OR scope LIKE '%TIMBER%' OR label LIKE '%loyal%')"
}{
"rows": [
{
"promo_code": "GREENSTART",
"label": "Evergreen Loyalty Rider (legacy)",
"scope": "{\"lines\": [\"AUTO\", \"HOME\"], \"regions\": \"ALL\", \"customer\": \"EXISTING\"}",
"window_start": "2018-01-01",
"window_end": "2099-01-01",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.05}",
"active": 1
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT discount_id, code, label, effect, eligibility FROM discounts ORDER BY …)
{
"sql": "SELECT discount_id, code, label, effect, eligibility FROM discounts ORDER BY code"
}{
"rows": [
{
"discount_id": "DISC-AUTOPAY",
"code": "AUTOPAY",
"label": "Automatic Payments",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.03}",
"eligibility": "billing.autopay == true"
},
{
"discount_id": "DISC-LOYALTY",
"code": "LOYALTY",
"label": "PineRewards Loyalty",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.05}",
"eligibility": "loyalty_tier in [Timber, OldGrowth]"
},
{
"discount_id": "DISC-MULTILINE",
"code": "MULTILINE",
"label": "Multi-Line (Bundle)",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.15}",
"eligibility": "household has an active bundle (NEST/NEST_PLUS/FAMILY_TREE/ROOST)"
},
{
"discount_id": "DISC-PAID-IN-FULL",
"code": "PAID_IN_FULL",
"label": "Paid In Full",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.07}",
"eligibility": "billing.plan == PAY_IN_FULL"
},
{
"discount_id": "DISC-PAPERLESS",
"code": "PAPERLESS",
"label": "Paperless Billing",
"effect": "{\"type\": \"DOLLARS_OFF\", \"value\": 25}",
"eligibility": "contact.paperless == true"
},
{
"discount_id": "DISC-SAFEDRIVER",
"code": "SAFE_DRIVER",
"label": "Safe Driver",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.12}",
"eligibility": "line in [AUTO,MOTO] and driver_incidents_5yr == 0"
}
],
"row_count": 6,
"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, bundle_id FROM policies WHERE cust_id = 'CUST-nest-household' AND status IN ('ACTIVE', 'QUOTE', 'PENDING')"
}{
"rows": [
{
"policy_id": "POL-nest-household-p_auto",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"effective_date": "2025-01-15",
"expiration_date": "2026-01-15",
"base_premium_cents": 80320,
"final_premium_cents": 49184,
"bundle_id": "BND-nest-household"
},
{
"policy_id": "POL-nest-household-p_home",
"line": "HOME",
"tier_id": "HOME:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-01-15",
"expiration_date": "2026-01-15",
"base_premium_cents": 170868,
"final_premium_cents": 131533,
"bundle_id": "BND-nest-household"
}
],
"row_count": 2,
"truncated": false
}⚙ price_check(POL-nest-household-p_auto)
{
"policy_id": "POL-nest-household-p_auto"
}{
"as_of": "2025-01-15",
"facts": {
"line": "AUTO",
"tier": "PINE",
"region": "R-MW",
"state": "IL",
"term_months": 12,
"peico_risk": 765,
"age": 44,
"billing_plan": "PAY_IN_FULL",
"autopay": true,
"paperless": true,
"loyalty_tier": "Timber",
"status": "CUSTOMER",
"has_bundle": true,
"active_lines": 2,
"is_new_first_policy": false,
"promo_code": null,
"coverages": [
"GAP"
],
"driver_age": 44,
"annual_miles": 12000,
"vehicle_age": 4,
"incidents_5yr": 0,
"exposure_count": 1
},
"base_premium_cents": 80320,
"final_premium_cents": 49184,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $900",
"factor": null,
"amount_cents": null,
"running_cents": 90000
},
{
"step": "BASE",
"code": "tier:PINE",
"detail": "tier factor ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 90000
},
{
"step": "BASE",
"code": "region:R-MW",
"detail": "region factor ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 90000
},
{
"step": "RISK",
"code": "factor:driver_age",
"detail": "driver_age=44 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 90000
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=765 ×0.84",
"factor": 0.84,
"amount_cents": null,
"running_cents": 75600
},
{
"step": "RISK",
"code": "factor:annual_miles",
"detail": "annual_miles=12000 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 75600
},
{
"step": "RISK",
"code": "factor:vehicle_age",
"detail": "vehicle_age=4 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 75600
},
{
"step": "RISK",
"code": "factor:incidents_5yr",
"detail": "incidents_5yr=0 ×0.95",
"factor": 0.95,
"amount_cents": null,
"running_cents": 71820
},
{
"step": "COVERAGE",
"code": "GAP",
"detail": "+ GAP $60",
"factor": null,
"amount_cents": 6000,
"running_cents": 77820
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 80320
},
{
"step": "DISCOUNT",
"code": "SAFE_DRIVER",
"detail": "−12%",
"factor": 0.88,
"amount_cents": null,
"running_cents": 70682
},
{
"step": "DISCOUNT",
"code": "MULTILINE",
"detail": "−15%",
"factor": 0.85,
"amount_cents": null,
"running_cents": 60080
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 55874
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 53374
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 51773
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 49184
}
]
}⚙ price_check(POL-nest-household-p_home)
{
"policy_id": "POL-nest-household-p_home"
}{
"as_of": "2025-01-15",
"facts": {
"line": "HOME",
"tier": "EVERGREEN",
"region": "R-MW",
"state": "IL",
"term_months": 12,
"peico_risk": 765,
"age": 44,
"billing_plan": "INSTALLMENTS",
"autopay": true,
"paperless": true,
"loyalty_tier": "Timber",
"status": "CUSTOMER",
"has_bundle": true,
"active_lines": 2,
"is_new_first_policy": false,
"promo_code": null,
"coverages": [
"SERVICE_LN",
"WATER_BACK"
],
"replacement_cost": 380000,
"roof_age": 11,
"construction": "MASONRY",
"protection_class": 4,
"dist_to_coast_mi": 60,
"wind_hail_deductible": 0.02
},
"base_premium_cents": 170868,
"final_premium_cents": 131533,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "$4.2/$1k × RC $380,000.0",
"factor": null,
"amount_cents": null,
"running_cents": 159600
},
{
"step": "BASE",
"code": "tier:EVERGREEN",
"detail": "tier factor ×1.22",
"factor": 1.22,
"amount_cents": null,
"running_cents": 194712
},
{
"step": "BASE",
"code": "region:R-MW",
"detail": "region factor ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 194712
},
{
"step": "RISK",
"code": "factor:roof_age",
"detail": "roof_age=11 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 194712
},
{
"step": "RISK",
"code": "factor:construction",
"detail": "construction=MASONRY ×0.95",
"factor": 0.95,
"amount_cents": null,
"running_cents": 184976
},
{
"step": "RISK",
"code": "factor:protection_class",
"detail": "protection_class=4 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 184976
},
{
"step": "RISK",
"code": "factor:dist_to_coast_mi",
"detail": "dist_to_coast_mi=60 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 184976
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=765 ×0.88",
"factor": 0.88,
"amount_cents": null,
"running_cents": 162779
},
{
"step": "RISK",
"code": "wind_hail_ded",
"detail": "wind/hail ded 0.02 ×0.96",
"factor": 0.96,
"amount_cents": null,
"running_cents": 156268
},
{
"step": "COVERAGE",
"code": "SERVICE_LN",
"detail": "+ SERVICE_LN $30",
"factor": null,
"amount_cents": 3000,
"running_cents": 159268
},
{
"step": "COVERAGE",
"code": "WATER_BACK",
"detail": "+ WATER_BACK $55",
"factor": null,
"amount_cents": 5500,
"running_cents": 164768
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 167268
},
{
"step": "FEES",
"code": "installment",
"detail": "+ fractional-pay surcharge",
"factor": null,
"amount_cents": 3600,
"running_cents": 170868
},
{
"step": "DISCOUNT",
"code": "MULTILINE",
"detail": "−15%",
"factor": 0.85,
"amount_cents": null,
"running_cents": 145238
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 142738
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 138456
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 131533
}
]
}Great news, Marisol! Looking at your policies, you're already getting a lot of discounts applied:
Your AUTO Policy ($491.84/yr):
✓ Safe Driver Discount (12% off) — for your clean 5-year record
✓ Multi-Line Bundle Discount (15% off)
✓ Paid In Full Discount (7% off)
✓ Paperless Billing ($25 off)
✓ Automatic Payments Discount (3% off)
✓ PineRewards Loyalty Discount (5% off)
Your HOME Policy ($1,315.33/yr):
✓ Multi-Line Bundle Discount (15% off)
✓ Paperless Billing ($25 off)
✓ Automatic Payments Discount (3% off)
✓ PineRewards Loyalty Discount (5% off)
You're doing really well on discounts! However, I notice one potential improvement on your home policy: it's currently on INSTALLMENTS billing, which adds a surcharge. If you switched to PAY IN FULL, you'd get an additional 7% discount (and avoid the installment surcharge).
Would you be interested in switching your home policy to pay in full? That would save you additional money on that policy.
I appreciate you checking that out, but I'm not looking to make changes to my billing right now. I just wanted to see if I could get that 15% promo. Thanks for explaining that it's for new customers only and for showing me what I'm already getting. I feel better knowing I have all those discounts. Thanks for your help!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You're very welcome, Marisol! I'm glad I could clarify that for you and show you all the great discounts you're already getting. You're absolutely right to feel good about it—between your loyalty tier, your clean driving record, and your bundled policies, you're getting solid savings across the board.
Thanks for being a loyal PEICO customer since 2015. If you ever have questions about your policies or want to explore other options in the future, feel free to reach out anytime.
Have a great day!