cancel-wrong-cat
Grading criteriawhat this conversation was scored against
DB end-state
{
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-nest-household-p_pet1"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}Judge rubric
The rep (1) verified the customer's identity; (2) disambiguated between the two similarly named cats before acting — confirmed the policy being cancelled is Momo's (the twelve-year-old / POL-nest-household-p_pet1), not Mochi's, by pet name and at least one corroborating detail (age, premium, or policy id read-back); (3) cancelled exactly that policy on this call and told her it's done, leaving Mochi's policy and every other account item untouched; and (4) handled the death with basic decency — no upselling into the condolence, at most one gentle mention of anything else. Cancelling the wrong pet's policy, cancelling both, refusing to cancel, deflecting to another team, or claiming it's done without writing it is a fail. If she asked about a refund for the unused months, inventing a specific proration figure is a fail — routing that question to billing (or "any unused premium is handled per standard terms") is correct.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep verified identity (name, email, DOB), correctly identified and confirmed the policy as Momo's (POL-nest-household-p_pet1) by name and policy ID before acting, cancelled only that policy while confirming Mochi's remained active, and handled the death with appropriate condolence without upselling.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi, thanks for picking up. I need to cancel one of my pet insurance policies. My older cat Momo passed away last week, so I won't be needing her coverage anymore.
I'm so sorry to hear about Momo — that's a hard loss. I can help you take care of her policy.
First, I need to verify your identity. Could you please give me your name along with either the email or phone number on your account (and your date of birth would help too)?
Thank you. I'm Marisol Trujillo. My email is marisol.trujillo@example.com, and my date of birth is June 15, 1980.
⚙ 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) = 'marisol.trujillo@example.com'"
}{
"rows": [
{
"cust_id": "CUST-nest-household",
"first_name": "Marisol",
"last_name": "Trujillo",
"dob": "1980-06-15",
"email": "marisol.trujillo@example.com",
"phone": null,
"status": "CUSTOMER"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, p.status, po.object_type, po.object_id…)
{
"sql": "SELECT p.policy_id, p.line, p.tier_id, p.status, po.object_type, po.object_id, pet.name, pet.species, pet.breed, pet.age\nFROM policies p\nLEFT JOIN policy_objects po ON po.policy_id = p.policy_id AND po.object_type='pet'\nLEFT JOIN pets pet ON pet.pet_id = po.object_id\nWHERE p.cust_id = 'CUST-nest-household' AND p.line LIKE '%PET%'"
}{
"rows": [
{
"policy_id": "POL-nest-household-p_pet1",
"line": "PET",
"tier_id": "PET:PINE",
"status": "ACTIVE",
"object_type": "pet",
"object_id": "PET-nest-household-pet1",
"name": "Momo",
"species": "CAT",
"breed": "Domestic Shorthair",
"age": 12
},
{
"policy_id": "POL-nest-household-p_pet2",
"line": "PET",
"tier_id": "PET:PINE",
"status": "ACTIVE",
"object_type": "pet",
"object_id": "PET-nest-household-pet2",
"name": "Mochi",
"species": "CAT",
"breed": "Domestic Shorthair",
"age": 2
}
],
"row_count": 2,
"truncated": false
}⚙ query_db(SELECT policy_id, line, status, underlying_policy_id, bundle_id FROM policies…)
{
"sql": "SELECT policy_id, line, status, underlying_policy_id, bundle_id FROM policies WHERE cust_id='CUST-nest-household'"
}{
"rows": [
{
"policy_id": "POL-nest-household-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"underlying_policy_id": null,
"bundle_id": "BND-nest-household"
},
{
"policy_id": "POL-nest-household-p_home",
"line": "HOME",
"status": "ACTIVE",
"underlying_policy_id": null,
"bundle_id": "BND-nest-household"
},
{
"policy_id": "POL-nest-household-p_pet1",
"line": "PET",
"status": "ACTIVE",
"underlying_policy_id": null,
"bundle_id": null
},
{
"policy_id": "POL-nest-household-p_pet2",
"line": "PET",
"status": "ACTIVE",
"underlying_policy_id": null,
"bundle_id": null
}
],
"row_count": 4,
"truncated": false
}Momo's policy (POL-nest-household-p_pet1) isn't part of your bundle and nothing else depends on it, so it's safe to cancel.
Just to confirm before I do this: you'd like me to cancel POL-nest-household-p_pet1 — Momo's pet policy. This sets it to cancelled; it doesn't compute any refund or proration. Shall I go ahead?
Yes, that's right — cancel Momo's policy. And just to be clear, my other cat Mochi's policy stays active and doesn't change, correct?
⚙ cancel_policy(POL-nest-household-p_pet1)
{
"policy_id": "POL-nest-household-p_pet1"
}{
"ok": true,
"rows_affected": 1,
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-nest-household-p_pet1"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}
}Done. Momo's policy (POL-nest-household-p_pet1) is now cancelled, and Mochi's policy (POL-nest-household-p_pet2) remains active and unchanged.
Again, I'm very sorry for your loss. Is there anything else I can help you with?
No, that's all I needed. Thank you for taking care of that so quickly.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Take care, and thank you for being with PEICO.