bind-prospect-quote

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-prospect-il-auto-q_auto"
        },
        "fields": {
          "status": [
            "QUOTE",
            "ACTIVE"
          ],
          "effective_date": [
            "2025-06-15",
            "2025-06-01"
          ],
          "expiration_date": [
            null,
            "2026-06-01"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep (1) located the customer's pending quote and confirmed its terms — the annual premium of about $730.18 paid in full (small rounding or "about $730" is fine); (2) bound the policy on this call effective TODAY (2025-06-01) as the customer asked, not the June 15 date on the quote, and told him it's in force; and (3) invented no blocking gates: auto has no suitability requirement, payment mechanics are not a reason to refuse (his card is on file), and the mandatory UM/UIM selection-or-rejection disclosure is already satisfied — an acknowledged e-sign record from quote time shows he rejected UM/UIM. The UM/UIM selection is fully optional to mention: re-confirming it before binding is fine, and binding directly WITHOUT ever raising UM/UIM is equally fine — do NOT fail a rep for not re-confirming or not mentioning it; the file already shows it acknowledged. What IS a fail is refusing or postponing the bind over paperwork the file already shows acknowledged. Binding it effective June 15 anyway, refusing to bind, or handing him to another team to "process the acceptance" is a fail. Quoting him a materially different premium than the stored quote without reconciling it is a fail.

Passedcustomer: Aaron Halloway · 7 turns · 53s · $0.15 · 107k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep located the quote, confirmed the $730.18 premium, bound the policy effective today (2025-06-01) through 2026-06-01, confirmed it's active/in force, and mentioned UM/UIM as already rejected without creating any blocking gates or delays.

Conversation

Agent

Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?

Customer

Hey, thanks for picking up. I got a quote from you guys last week for my Honda Civic — around $730 a year — and I want to go ahead and bind it. But I need it to start today, not June 15th. My current coverage ends tonight and I can't have a gap.

Agent

Happy to help you get that Civic policy bound and starting today. First, I need to verify your identity and pull up the quote.

Could you give me your name and the policy or quote number if you have it? And to verify, your date of birth and the email or phone on the account?

8,735 in · 194 out · $0.01 · 4.6s

Customer

Yeah, sure. Name is Aaron Halloway. My email is aaron.halloway@example.com. And my DOB is August 4, 1992. I don't have the quote number handy, but you should be able to pull it up from the email or my info.

Agent

⚙ query_db(SELECT cust_id, first_name, last_name, dob, email, phone, status FROM custome…)

{
  "sql": "SELECT cust_id, first_name, last_name, dob, email, phone, status FROM customers WHERE lower(email)='aaron.halloway@example.com' OR (lower(first_name)='aaron' AND lower(last_name)='halloway')"
}

{
  "rows": [
    {
      "cust_id": "CUST-prospect-il-auto",
      "first_name": "Aaron",
      "last_name": "Halloway",
      "dob": "1992-08-04",
      "email": "aaron.halloway@example.com",
      "phone": null,
      "status": "PROSPECT"
    }
  ],
  "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, base_premium_cents, final_premium_cents, rating_as_of FROM policies WHERE cust_id='CUST-prospect-il-auto'"
}

{
  "rows": [
    {
      "policy_id": "POL-prospect-il-auto-q_auto",
      "line": "AUTO",
      "tier_id": "AUTO:PINE",
      "status": "QUOTE",
      "effective_date": "2025-06-15",
      "expiration_date": null,
      "term_months": 12,
      "base_premium_cents": 92275,
      "final_premium_cents": 73018,
      "rating_as_of": "2025-05-28"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT tier_id, sellable, retired_on, notes FROM tiers WHERE tier_id='AUTO:PINE')

{
  "sql": "SELECT tier_id, sellable, retired_on, notes FROM tiers WHERE tier_id='AUTO:PINE'"
}

{
  "rows": [
    {
      "tier_id": "AUTO:PINE",
      "sellable": 1,
      "retired_on": null,
      "notes": null
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT er.rule_id, er.line, er.tier_id, er.coverage_id, er.state, er.effect, …)

{
  "sql": "SELECT er.rule_id, er.line, er.tier_id, er.coverage_id, er.state, er.effect, er.condition, er.effective_start, er.effective_end, er.reason_doc, er.notes FROM eligibility_rules er WHERE er.line='AUTO'"
}

{
  "rows": [
    {
      "rule_id": "ELIG-AUTO-GAP-FINANCED",
      "line": "AUTO",
      "tier_id": null,
      "coverage_id": "AUTO:GAP",
      "state": null,
      "effect": "GATE",
      "condition": "vehicle_financed",
      "effective_start": null,
      "effective_end": null,
      "reason_doc": "KB-AUTO-GAP",
      "notes": "GAP eligible only when the vehicle is financed/leased."
    },
    {
      "rule_id": "ELIG-AUTO-OEM-SEQUOIA",
      "line": "AUTO",
      "tier_id": "AUTO:SEQUOIA",
      "coverage_id": "AUTO:OEM",
      "state": null,
      "effect": "GATE",
      "condition": "tier_is_sequoia",
      "effective_start": null,
      "effective_end": null,
      "reason_doc": "KB-AUTO-TIERS",
      "notes": "OEM parts guarantee is Sequoia-only on sellable tiers."
    },
    {
      "rule_id": "ELIG-AUTO-MED-EVERGREEN",
      "line": "AUTO",
      "tier_id": null,
      "coverage_id": "AUTO:MED",
      "state": null,
      "effect": "GATE",
      "condition": "tier_position_gte_evergreen",
      "effective_start": null,
      "effective_end": null,
      "reason_doc": "KB-AUTO-TIERS",
      "notes": "Medical Payments available Evergreen and above."
    },
    {
      "rule_id": "ELIG-NY-AUTO-SAPLING",
      "line": "AUTO",
      "tier_id": "AUTO:SAPLING",
      "coverage_id": null,
      "state": "NY",
      "effect": "DENY",
      "condition": null,
      "effective_start": null,
      "effective_end": null,
      "reason_doc": "KB-NE-MIN-LIMITS",
      "notes": "NY minimum BI/PD exceeds Sapling limits -> Sapling auto ineligible."
    },
    {
      "rule_id": "ELIG-NJ-AUTO-SAPLING",
      "line": "AUTO",
      "tier_id": "AUTO:SAPLING",
      "coverage_id": null,
      "state": "NJ",
      "effect": "DENY",
      "condition": null,
      "effective_start": null,
      "effective_end": null,
      "reason_doc": "KB-NE-MIN-LIMITS",
      "notes": "NJ minimum BI/PD exceeds Sapling limits -> Sapling auto ineligible."
    },
    {
      "rule_id": "ELIG-CA-AUTO-FACTORS",
      "line": "AUTO",
      "tier_id": null,
      "coverage_id": null,
      "state": "CA",
      "effect": "PROHIBIT_FACTOR",
      "condition": "factors: [credit_insurance_score, gender]",
      "effective_start": null,
      "effective_end": null,
      "reason_doc": "KB-CA-RATING",
      "notes": "CA auto rating may not use credit-based insurance score or gender; risk_components credit term is zeroed."
    }
  ],
  "row_count": 6,
  "truncated": false
}

⚙ query_db(SELECT c.cust_id, c.address_id, a.state, a.region, c.peico_risk FROM customer…)

{
  "sql": "SELECT c.cust_id, c.address_id, a.state, a.region, c.peico_risk FROM customers c LEFT JOIN addresses a ON c.address_id=a.address_id WHERE c.cust_id='CUST-prospect-il-auto'"
}

{
  "rows": [
    {
      "cust_id": "CUST-prospect-il-auto",
      "address_id": "ADDR-prospect-il-auto",
      "state": "IL",
      "region": "R-MW",
      "peico_risk": 702
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT disclosure_id, line, code, title, when_required, free_look_days, manda…)

{
  "sql": "SELECT disclosure_id, line, code, title, when_required, free_look_days, mandatory, state, condition, doc_id FROM required_disclosures WHERE line='AUTO'"
}

{
  "rows": [
    {
      "disclosure_id": "DISC-AUTO-UMUIM",
      "line": "AUTO",
      "code": "UMUIM_SELECTION",
      "title": "Uninsured/Underinsured Motorist selection or rejection",
      "when_required": "AT_BIND",
      "free_look_days": null,
      "mandatory": 1,
      "state": null,
      "condition": null,
      "doc_id": "KB-DISC-UMUIM"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT * FROM disclosure_deliveries WHERE policy_id='POL-prospect-il-auto-q_a…)

{
  "sql": "SELECT * FROM disclosure_deliveries WHERE policy_id='POL-prospect-il-auto-q_auto'"
}

{
  "rows": [
    {
      "delivery_id": "DLV-POL-prospect-il-auto-q_auto-UMUIM_SELECTION",
      "policy_id": "POL-prospect-il-auto-q_auto",
      "disclosure_id": "DISC-AUTO-UMUIM",
      "delivered_at": "2025-05-28",
      "channel": "ESIGN",
      "acknowledged": 1,
      "notes": "Rejected UM/UIM at quote - selection captured in the e-sign packet."
    }
  ],
  "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-prospect-il-auto-q_auto'"
}

{
  "rows": [
    {
      "coverage_id": "AUTO:BI",
      "code": "BI",
      "label": "Bodily Injury Liability",
      "value": "5000000/10000000",
      "premium_contribution_cents": null
    },
    {
      "coverage_id": "AUTO:COLL",
      "code": "COLL",
      "label": "Collision",
      "value": "100000",
      "premium_contribution_cents": null
    },
    {
      "coverage_id": "AUTO:COMP",
      "code": "COMP",
      "label": "Comprehensive",
      "value": "50000",
      "premium_contribution_cents": null
    },
    {
      "coverage_id": "AUTO:PD",
      "code": "PD",
      "label": "Property Damage Liability",
      "value": "5000000",
      "premium_contribution_cents": null
    }
  ],
  "row_count": 4,
  "truncated": false
}

⚙ price_check(POL-prospect-il-auto-q_auto, 2025-06-01)

{
  "policy_id": "POL-prospect-il-auto-q_auto",
  "as_of": "2025-06-01"
}

{
  "as_of": "2025-06-01",
  "facts": {
    "line": "AUTO",
    "tier": "PINE",
    "region": "R-MW",
    "state": "IL",
    "term_months": 12,
    "peico_risk": 702,
    "age": 32,
    "billing_plan": "PAY_IN_FULL",
    "autopay": false,
    "paperless": true,
    "loyalty_tier": null,
    "status": "PROSPECT",
    "has_bundle": false,
    "active_lines": 0,
    "is_new_first_policy": true,
    "promo_code": null,
    "coverages": [],
    "driver_age": 32,
    "annual_miles": 14000,
    "vehicle_age": 6,
    "incidents_5yr": 0,
    "exposure_count": 1
  },
  "base_premium_cents": 92275,
  "final_premium_cents": 73018,
  "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=32 ×1.05",
      "factor": 1.05,
      "amount_cents": null,
      "running_cents": 94500
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=702 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 94500
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=14000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 94500
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=6 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 94500
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 89775
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 92275
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 81202
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 75518
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 73018
    }
  ]
}

⚙ bind_policy(POL-prospect-il-auto-q_auto, 2025-06-01)

{
  "policy_id": "POL-prospect-il-auto-q_auto",
  "effective_date": "2025-06-01"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-prospect-il-auto-q_auto"
          },
          "fields": {
            "status": [
              "QUOTE",
              "ACTIVE"
            ],
            "effective_date": [
              "2025-06-15",
              "2025-06-01"
            ],
            "expiration_date": [
              null,
              "2026-06-01"
            ]
          }
        }
      ]
    }
  }
}

Done! Your policy is now ACTIVE, effective today, June 1, 2025, running through June 1, 2026. No gap in coverage. 🎉

Quick recap:

Vehicle: Honda Civic
Tier: PINE (Bodily Injury 50k/100k, Property Damage 50k, Collision & Comprehensive)
UM/UIM: rejected (per your quote selection)
Premium: $730.18/year, paid in full

Is there anything else I can help you with — like setting up your phone number on the account, or revisiting the UM/UIM decision?

68k in · 2,454 out · $0.12 · 37.3s

Customer

Perfect — that's exactly what I needed. Coverage starts today, price is right at $730, and the UM/UIM is set the way I chose it. All good on my end. Thanks for getting this sorted so quick.

Agent

⚙ end_conversation()

{}

{
  "ok": true,
  "note": "Deliver your closing message now."
}

Take care, Aaron! Reach out anytime you need anything.

30k in · 101 out · $0.02 · 4.3s