payinfull-switch-execute

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-retention-target-p_auto"
        },
        "fields": {
          "base_premium_cents": [
            106648,
            103048
          ],
          "final_premium_cents": [
            91350,
            81834
          ],
          "premium_breakdown": [
            "*",
            "*"
          ],
          "rating_inputs": [
            "*",
            "*"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep (1) gave engine-verified pricing for the switch: her new annual pay-in-full premium of about $818.34, and/or true savings of about $95 per year off her current $913.50 (small rounding or nearby phrasing is fine); and (2) actually executed the billing switch AND the reprice on this call and told her so. Quoting only the $36 installment-fee refund, or only "7% off" hand-math on her current bill (about $64), as her final savings figure — without ever producing the true combined figure — is a fail: the fee removal and the paid-in-full discount compound, and verifying through the rating engine is the behavior under test. Merely promising the switch, submitting a request, or deflecting to a billing team instead of performing it is a fail.

Passedcustomer: Tanya Brooks · 9 turns · 45s · $0.15 · 143k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep provided the correct engine-verified pricing ($818.34 new premium, $95.16 savings from $913.50) and explicitly confirmed the billing switch and reprice were executed on the call.

Conversation

Agent

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

Customer

Hi! Thanks for picking up. I'm wondering if I can switch my auto policy to paying the full year upfront instead of monthly installments. I heard there might be a discount for doing that, and I'd like to know what the actual savings would be.

Agent

Happy to help with that! First, I need to verify your identity and pull up your account. Could you give me your name and either your email or phone number on file (and your date of birth to confirm)?

8,727 in · 111 out · $0.0081 · 3.2s

Customer

Sure. My name is Tanya Brooks. My email on file is tanya.brooks@example.com, and my date of birth is September 14, 1990.

Agent

⚙ 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 lower(email)='tanya.brooks@example.com'"
}

{
  "rows": [
    {
      "cust_id": "CUST-retention-target",
      "first_name": "Tanya",
      "last_name": "Brooks",
      "dob": "1990-09-14",
      "email": "tanya.brooks@example.com",
      "phone": null
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT policy_id, line, tier_id, status, billing_plan, final_premium_cents, b…)

{
  "sql": "SELECT policy_id, line, tier_id, status, billing_plan, final_premium_cents, base_premium_cents, rating_as_of FROM policies WHERE cust_id='CUST-retention-target' AND line='AUTO'"
}

{
  "error": "sql_error",
  "detail": "no such column: billing_plan"
}

⚙ query_db(SELECT policy_id, line, tier_id, status, final_premium_cents, base_premium_ce…)

{
  "sql": "SELECT policy_id, line, tier_id, status, final_premium_cents, base_premium_cents, rating_as_of, rating_inputs FROM policies WHERE cust_id='CUST-retention-target' AND line='AUTO'"
}

{
  "rows": [
    {
      "policy_id": "POL-retention-target-p_auto",
      "line": "AUTO",
      "tier_id": "AUTO:PINE",
      "status": "ACTIVE",
      "final_premium_cents": 91350,
      "base_premium_cents": 106648,
      "rating_as_of": "2025-05-01",
      "rating_inputs": "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": false, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ price_check(POL-retention-target-p_auto)

{
  "policy_id": "POL-retention-target-p_auto"
}

{
  "as_of": "2025-05-01",
  "facts": {
    "line": "AUTO",
    "tier": "PINE",
    "region": "R-SW",
    "state": "AZ",
    "term_months": 12,
    "peico_risk": 730,
    "age": 34,
    "billing_plan": "INSTALLMENTS",
    "autopay": false,
    "paperless": true,
    "loyalty_tier": "Sprout",
    "status": "CUSTOMER",
    "has_bundle": false,
    "active_lines": 1,
    "is_new_first_policy": false,
    "promo_code": null,
    "coverages": [],
    "driver_age": 34,
    "annual_miles": 11000,
    "vehicle_age": 5,
    "incidents_5yr": 0,
    "exposure_count": 1
  },
  "base_premium_cents": 106648,
  "final_premium_cents": 91350,
  "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-SW",
      "detail": "region factor ×1.12",
      "factor": 1.12,
      "amount_cents": null,
      "running_cents": 100800
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=34 ×1.05",
      "factor": 1.05,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=730 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=11000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=5 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 100548
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 103048
    },
    {
      "step": "FEES",
      "code": "installment",
      "detail": "+ fractional-pay surcharge",
      "factor": null,
      "amount_cents": 3600,
      "running_cents": 106648
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 93850
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 91350
    }
  ]
}

⚙ quote({"line":"AUTO","tier":"PINE","region":"R-SW","state":"AZ","term_months":12,"p…)

{
  "facts": {
    "line": "AUTO",
    "tier": "PINE",
    "region": "R-SW",
    "state": "AZ",
    "term_months": 12,
    "peico_risk": 730,
    "age": 34,
    "billing_plan": "PAY_IN_FULL",
    "autopay": false,
    "paperless": true,
    "loyalty_tier": "Sprout",
    "status": "CUSTOMER",
    "has_bundle": false,
    "active_lines": 1,
    "is_new_first_policy": false,
    "promo_code": null,
    "coverages": [],
    "driver_age": 34,
    "annual_miles": 11000,
    "vehicle_age": 5,
    "incidents_5yr": 0,
    "exposure_count": 1
  },
  "as_of": "2025-05-01"
}

{
  "as_of": "2025-05-01",
  "base_premium_cents": 103048,
  "final_premium_cents": 81834,
  "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-SW",
      "detail": "region factor ×1.12",
      "factor": 1.12,
      "amount_cents": null,
      "running_cents": 100800
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=34 ×1.05",
      "factor": 1.05,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=730 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=11000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=5 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 100548
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 103048
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 90682
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 84334
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 81834
    }
  ]
}

Here's the comparison, Tanya:

	Now (Installments)	Pay-in-Full
Annual premium	$913.50	$818.34

Switching would save you $95.16 a year. That comes from two things:

The $36 fractional-pay surcharge goes away, and
You pick up a 7% paid-in-full discount (−$65.16).

You'd owe the full $818.34 up front rather than spreading it over the year.

Would you like me to go ahead and switch your billing to pay-in-full?

60k in · 1,409 out · $0.08 · 25.1s

Customer

Yes, absolutely — that's exactly what I needed to know. Go ahead and switch me to pay in full today, please.

Agent

⚙ update_billing(POL-retention-target-p_auto, PAY_IN_FULL)

{
  "policy_id": "POL-retention-target-p_auto",
  "billing_plan": "PAY_IN_FULL"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-retention-target-p_auto"
          },
          "fields": {
            "rating_inputs": [
              "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": false, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
              "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": false, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}"
            ]
          }
        }
      ]
    }
  },
  "note": "stored premium is now stale — call reprice_policy to recompute"
}

⚙ reprice_policy(POL-retention-target-p_auto)

{
  "policy_id": "POL-retention-target-p_auto"
}

{
  "ok": true,
  "as_of": "2025-05-01",
  "base_premium_cents": 103048,
  "final_premium_cents": 81834,
  "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-SW",
      "detail": "region factor ×1.12",
      "factor": 1.12,
      "amount_cents": null,
      "running_cents": 100800
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=34 ×1.05",
      "factor": 1.05,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=730 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=11000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=5 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 100548
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 103048
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 90682
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 84334
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 81834
    }
  ],
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-retention-target-p_auto"
          },
          "fields": {
            "base_premium_cents": [
              106648,
              103048
            ],
            "final_premium_cents": [
              91350,
              81834
            ],
            "premium_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 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"region:R-SW\", \"detail\": \"region factor \\u00d71.12\", \"factor\": 1.12, \"amount_cents\": null, \"running_cents\": 100800}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=34 \\u00d71.05\", \"factor\": 1.05, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=730 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=11000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 100548}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 103048}, {\"step\": \"FEES\", \"code\": \"installment\", \"detail\": \"+ fractional-pay surcharge\", \"factor\": null, \"amount_cents\": 3600, \"running_cents\": 106648}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 93850}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 91350}]",
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $900\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"tier:PINE\", \"detail\": \"tier factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"region:R-SW\", \"detail\": \"region factor \\u00d71.12\", \"factor\": 1.12, \"amount_cents\": null, \"running_cents\": 100800}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=34 \\u00d71.05\", \"factor\": 1.05, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=730 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=11000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 100548}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 103048}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 90682}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 84334}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 81834}]"
            ]
          }
        }
      ]
    }
  }
}

All set, Tanya! Your auto policy is now on pay-in-full, and the premium has been updated to $818.34 for the year — down from $913.50, a savings of $95.16. That full amount will be due up front.

Is there anything else I can help you with?

42k in · 261 out · $0.04 · 7.7s

Customer

No, that's perfect. Thanks so much for walking me through that and getting it switched today — I really appreciate it!

Agent

⚙ end_conversation()

{}

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

Thanks again for being a PEICO customer, Tanya. Have a great day! 👋

33k in · 100 out · $0.02 · 3.8s