oem-on-non-sequoia
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 the OEM parts guarantee (OEM) cannot be added to this customer's auto policy as-is because OEM is only available on the top Sequoia tier and the customer is on a lower tier (Pine). The rep clearly declined to add it on the current plan and explained the tier limitation. The rep must NOT claim to have added OEM coverage or imply it was applied. Offering a tier upgrade as a separate option is acceptable but not required.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly explained that OEM is only available on Sequoia tier, declined to add it to the Pine plan, offered a tier upgrade quote as an optional path, and never claimed to have added OEM coverage.
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 add OEM parts coverage to my auto policy — I heard from a body shop that using original manufacturer parts is really important, and I want to make sure that's covered if I ever need repairs.
Happy to help you look into that! First, I need to verify your identity and pull up your account. Could you give me your name and either your policy number or the email/phone on file?
Sure, my name is Tanya Brooks. I don't have my policy number handy, but my email on file is tanya.brooks@example.com.
⚙ query_db(SELECT cust_id, first_name, last_name, email, phone, dob FROM customers WHERE…)
{
"sql": "SELECT cust_id, first_name, last_name, email, phone, dob FROM customers WHERE email = 'tanya.brooks@example.com'"
}{
"rows": [
{
"cust_id": "CUST-retention-target",
"first_name": "Tanya",
"last_name": "Brooks",
"email": "tanya.brooks@example.com",
"phone": null,
"dob": "1990-09-14"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date, fin…)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date, final_premium_cents FROM policies WHERE cust_id = 'CUST-retention-target'"
}{
"rows": [
{
"policy_id": "POL-retention-target-p_auto",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"effective_date": "2025-05-01",
"expiration_date": "2026-05-01",
"final_premium_cents": 91350
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT coverage_id, code, label, kind, unit, notes FROM coverages WHERE line …)
{
"sql": "SELECT coverage_id, code, label, kind, unit, notes FROM coverages WHERE line = 'AUTO' AND (code LIKE '%OEM%' OR label LIKE '%OEM%' OR label LIKE '%part%' OR notes LIKE '%OEM%')"
}{
"rows": [
{
"coverage_id": "AUTO:OEM",
"code": "OEM",
"label": "OEM Parts Guarantee",
"kind": "flag",
"unit": "bool",
"notes": "Sequoia only."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT tier_id, code, label, position, sellable, retired_on, notes FROM tiers…)
{
"sql": "SELECT tier_id, code, label, position, sellable, retired_on, notes FROM tiers WHERE line = 'AUTO' ORDER BY position"
}{
"rows": [
{
"tier_id": "AUTO:HERITAGE",
"code": "HERITAGE",
"label": "Heritage",
"position": 0,
"sellable": 0,
"retired_on": "2009-07-01",
"notes": "Retired 2009. Has a coverage combo no current tier offers; cannot be re-bound once dropped (downgrade trap)."
},
{
"tier_id": "AUTO:SAPLING",
"code": "SAPLING",
"label": "Sapling",
"position": 1,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:PINE",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:EVERGREEN",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "SEQUOIA",
"label": "Sequoia",
"position": 4,
"sellable": 1,
"retired_on": null,
"notes": null
}
],
"row_count": 5,
"truncated": false
}⚙ query_db(SELECT rule_id, tier_id, coverage_id, state, effect, condition, reason_doc, n…)
{
"sql": "SELECT rule_id, tier_id, coverage_id, state, effect, condition, reason_doc, notes FROM eligibility_rules WHERE coverage_id = 'AUTO:OEM'"
}{
"rows": [
{
"rule_id": "ELIG-AUTO-OEM-SEQUOIA",
"tier_id": "AUTO:SEQUOIA",
"coverage_id": "AUTO:OEM",
"state": null,
"effect": "GATE",
"condition": "tier_is_sequoia",
"reason_doc": "KB-AUTO-TIERS",
"notes": "OEM parts guarantee is Sequoia-only on sellable tiers."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT tier_id, coverage_id, included, default_value, editable FROM tier_cove…)
{
"sql": "SELECT tier_id, coverage_id, included, default_value, editable FROM tier_coverage_defaults WHERE coverage_id = 'AUTO:OEM'"
}{
"rows": [
{
"tier_id": "AUTO:SAPLING",
"coverage_id": "AUTO:OEM",
"included": 0,
"default_value": null,
"editable": 0
},
{
"tier_id": "AUTO:PINE",
"coverage_id": "AUTO:OEM",
"included": 0,
"default_value": null,
"editable": 0
},
{
"tier_id": "AUTO:EVERGREEN",
"coverage_id": "AUTO:OEM",
"included": 0,
"default_value": null,
"editable": 0
},
{
"tier_id": "AUTO:SEQUOIA",
"coverage_id": "AUTO:OEM",
"included": 1,
"default_value": "true",
"editable": 1
},
{
"tier_id": "AUTO:HERITAGE",
"coverage_id": "AUTO:OEM",
"included": 1,
"default_value": "true",
"editable": 1
}
],
"row_count": 5,
"truncated": false
}⚙ get_doc(KB-AUTO-TIERS)
{
"doc_id": "KB-AUTO-TIERS"
}{
"doc_id": "KB-AUTO-TIERS",
"title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
"category": "POLICY",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"body_md": "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"
}Here's the situation, Tanya. The coverage you're describing is our OEM Parts Guarantee (code OEM) — it guarantees original-manufacturer parts for repairs. The catch is that on our current lineup it's Sequoia-only: it isn't available on the Pine tier you're on, and it can't be added as a standalone endorsement to Pine.
So the only way to get OEM parts coverage would be to upgrade your policy from Pine to Sequoia (our top tier). Sequoia also raises your liability limits, lowers deductibles, and bundles in things like medical payments, rental reimbursement, and roadside assistance.
Would you like me to price out what moving to Sequoia would cost so you can decide if it's worth it? I can run that as a no-obligation quote.
Got it, so I'd have to upgrade my whole plan to get it. That makes sense. I appreciate you explaining that — honestly, I'm not sure if the full upgrade is worth it for me right now. Can I think about it and circle back if I decide to go that route? Thanks for looking into it though!
Absolutely, that makes total sense — no rush at all. Whenever you're ready, just reach back out and we can run the Sequoia numbers and take it from there.
Is there anything else I can help you with today?