pet-wellness-drop-phone
Grading criteriawhat this conversation was scored against
DB end-state
{
"customers": {
"changed": [
{
"pk": {
"cust_id": "CUST-loyalty-oldgrowth"
},
"fields": {
"phone": [
null,
"616-555-0148"
]
}
}
]
},
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-loyalty-oldgrowth-p_pet"
},
"fields": {
"base_premium_cents": [
68170,
56170
],
"final_premium_cents": [
56117,
45834
],
"premium_breakdown": [
"*",
"*"
]
},
"may_change": {
"rating_as_of": [
"*",
"*"
]
}
}
]
},
"policy_coverages": {
"removed": [
{
"pk": {
"policy_id": "POL-loyalty-oldgrowth-p_pet",
"coverage_id": "PET:WELLNESS"
},
"row": {
"policy_id": "POL-loyalty-oldgrowth-p_pet",
"coverage_id": "PET:WELLNESS",
"value": "true",
"premium_contribution_cents": 12000
}
}
]
}
}Judge rubric
The rep completed BOTH requests on this call: (1) removed the wellness rider from the PET policy and repriced it, telling him a concrete outcome — the $120/yr list price, the true savings of about $102.83/yr, or the new total of about $458.34/yr are all acceptable; and (2) stored his phone number exactly as dictated (616-555-0148), ideally with a read-back. The auto policy and everything else stay untouched. Completing only one of the two and ending the call is a fail. Removing the rider without repricing, storing a mistyped number, refusing either request, or deflecting either to another team is a fail. Briefly confirming what the rider covers before removal is good practice, not a fail.
Passedcustomer: Harold Nyberg · 9 turns · 58s · $0.20 · 187k tok in
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep removed the wellness rider and gave the concrete new premium ($458.34/yr with $102.83 savings), and stored the phone number exactly as dictated (616-555-0148), with both confirmed in a recap; auto policy was untouched.
Conversation
Agent
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Customer
Hi there. Thanks for picking up. I need to do two things today: first, I want to remove the wellness rider from my pet policy for my dog Biscuit — I'd like to know what that saves me and get it taken care of right now. And second, I need to add my cell phone number to my account. Can you help with both of those?
Agent
8,748 in · 131 out · $0.0087 · 3.7sI'd be glad to help with both of those. First, I need to verify your identity before I can look at your account or make changes.
Could you give me your full name along with one of the following to confirm: the email or phone number on file, or your date of birth?
Customer
Sure. I'm Harold Nyberg. My email on file is harold.nyberg@example.com.
Agent
106k in · 2,012 out · $0.14 · 36.4s⚙ query_db(SELECT cust_id, first_name, last_name, email, phone, dob, status FROM custome…)
{
"sql": "SELECT cust_id, first_name, last_name, email, phone, dob, status FROM customers WHERE lower(email)=lower('harold.nyberg@example.com')"
}{
"rows": [
{
"cust_id": "CUST-loyalty-oldgrowth",
"first_name": "Harold",
"last_name": "Nyberg",
"email": "harold.nyberg@example.com",
"phone": null,
"dob": "1962-04-27",
"status": "CUSTOMER"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, p.status, p.final_premium_cents, p.bil…)
{
"sql": "SELECT p.policy_id, p.line, p.tier_id, p.status, p.final_premium_cents, p.billing_plan FROM policies p WHERE p.cust_id='CUST-loyalty-oldgrowth'"
}{
"error": "sql_error",
"detail": "no such column: p.billing_plan"
}⚙ query_db(SELECT policy_id, line, tier_id, status, final_premium_cents, rating_as_of, r…)
{
"sql": "SELECT policy_id, line, tier_id, status, final_premium_cents, rating_as_of, rating_inputs FROM policies WHERE cust_id='CUST-loyalty-oldgrowth'"
}{
"rows": [
{
"policy_id": "POL-loyalty-oldgrowth-p_auto",
"line": "AUTO",
"tier_id": "AUTO:EVERGREEN",
"status": "ACTIVE",
"final_premium_cents": 89796,
"rating_as_of": "2025-01-20",
"rating_inputs": "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}"
},
{
"policy_id": "POL-loyalty-oldgrowth-p_pet",
"line": "PET",
"tier_id": "PET:EVERGREEN",
"status": "ACTIVE",
"final_premium_cents": 56117,
"rating_as_of": "2025-01-20",
"rating_inputs": "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}"
}
],
"row_count": 2,
"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 c.coverage_id=pc.coverage_id WHERE pc.policy_id='POL-loyalty-oldgrowth-p_pet'"
}{
"rows": [
{
"coverage_id": "PET:ANNUAL_MAX",
"code": "ANNUAL_MAX",
"label": "Annual Benefit Limit",
"value": "2000000",
"premium_contribution_cents": null
},
{
"coverage_id": "PET:DEDUCT",
"code": "DEDUCT",
"label": "Annual Deductible",
"value": "10000",
"premium_contribution_cents": null
},
{
"coverage_id": "PET:DENTAL",
"code": "DENTAL",
"label": "Dental Illness",
"value": "true",
"premium_contribution_cents": 6000
},
{
"coverage_id": "PET:EXAM_FEE",
"code": "EXAM_FEE",
"label": "Exam Fees",
"value": "true",
"premium_contribution_cents": 2500
},
{
"coverage_id": "PET:REIMB_PCT",
"code": "REIMB_PCT",
"label": "Reimbursement Percentage",
"value": "0.9",
"premium_contribution_cents": null
},
{
"coverage_id": "PET:WELLNESS",
"code": "WELLNESS",
"label": "Wellness/Routine Care",
"value": "true",
"premium_contribution_cents": 12000
}
],
"row_count": 6,
"truncated": false
}⚙ query_db(SELECT po.object_type, po.object_id, pt.name, pt.species, pt.breed, pt.age FR…)
{
"sql": "SELECT po.object_type, po.object_id, pt.name, pt.species, pt.breed, pt.age FROM policy_objects po LEFT JOIN pets pt ON pt.pet_id=po.object_id WHERE po.policy_id='POL-loyalty-oldgrowth-p_pet'"
}{
"rows": [
{
"object_type": "pet",
"object_id": "PET-loyalty-oldgrowth-pet1",
"name": "Biscuit",
"species": "DOG",
"breed": "Labrador",
"age": 5
}
],
"row_count": 1,
"truncated": false
}⚙ price_check(POL-loyalty-oldgrowth-p_pet)
{
"policy_id": "POL-loyalty-oldgrowth-p_pet"
}{
"as_of": "2025-01-20",
"facts": {
"line": "PET",
"tier": "EVERGREEN",
"region": "R-MW",
"state": "MI",
"term_months": 12,
"peico_risk": 800,
"age": 62,
"billing_plan": "PAY_IN_FULL",
"autopay": true,
"paperless": true,
"loyalty_tier": "OldGrowth",
"status": "CUSTOMER",
"has_bundle": false,
"active_lines": 2,
"is_new_first_policy": false,
"promo_code": null,
"coverages": [
"DENTAL",
"EXAM_FEE",
"WELLNESS"
],
"species": "DOG",
"pet_age": 5,
"exposure_count": 1,
"reimburse_pct": 0.9
},
"base_premium_cents": 68170,
"final_premium_cents": 56117,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $240",
"factor": null,
"amount_cents": null,
"running_cents": 24000
},
{
"step": "BASE",
"code": "tier:EVERGREEN",
"detail": "tier factor ×1.45",
"factor": 1.45,
"amount_cents": null,
"running_cents": 34800
},
{
"step": "BASE",
"code": "region:R-MW",
"detail": "region factor ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 34800
},
{
"step": "RISK",
"code": "factor:species",
"detail": "species=DOG ×1.1",
"factor": 1.1,
"amount_cents": null,
"running_cents": 38280
},
{
"step": "RISK",
"code": "factor:pet_age",
"detail": "pet_age=5 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 38280
},
{
"step": "RISK",
"code": "factor:reimburse_pct",
"detail": "reimburse_pct=0.9 ×1.18",
"factor": 1.18,
"amount_cents": null,
"running_cents": 45170
},
{
"step": "COVERAGE",
"code": "DENTAL",
"detail": "+ DENTAL $60",
"factor": null,
"amount_cents": 6000,
"running_cents": 51170
},
{
"step": "COVERAGE",
"code": "EXAM_FEE",
"detail": "+ EXAM_FEE $25",
"factor": null,
"amount_cents": 2500,
"running_cents": 53670
},
{
"step": "COVERAGE",
"code": "WELLNESS",
"detail": "+ WELLNESS $120",
"factor": null,
"amount_cents": 12000,
"running_cents": 65670
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 68170
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 63398
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 60898
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 59071
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 56117
}
]
}⚙ quote({"line":"PET","tier":"EVERGREEN","region":"R-MW","state":"MI","term_months":1…)
{
"facts": {
"line": "PET",
"tier": "EVERGREEN",
"region": "R-MW",
"state": "MI",
"term_months": 12,
"peico_risk": 800,
"age": 62,
"billing_plan": "PAY_IN_FULL",
"autopay": true,
"paperless": true,
"loyalty_tier": "OldGrowth",
"status": "CUSTOMER",
"has_bundle": false,
"active_lines": 2,
"is_new_first_policy": false,
"promo_code": null,
"coverages": [
"DENTAL",
"EXAM_FEE"
],
"species": "DOG",
"pet_age": 5,
"exposure_count": 1,
"reimburse_pct": 0.9
},
"as_of": "2025-01-20"
}{
"as_of": "2025-01-20",
"base_premium_cents": 56170,
"final_premium_cents": 45834,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $240",
"factor": null,
"amount_cents": null,
"running_cents": 24000
},
{
"step": "BASE",
"code": "tier:EVERGREEN",
"detail": "tier factor ×1.45",
"factor": 1.45,
"amount_cents": null,
"running_cents": 34800
},
{
"step": "BASE",
"code": "region:R-MW",
"detail": "region factor ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 34800
},
{
"step": "RISK",
"code": "factor:species",
"detail": "species=DOG ×1.1",
"factor": 1.1,
"amount_cents": null,
"running_cents": 38280
},
{
"step": "RISK",
"code": "factor:pet_age",
"detail": "pet_age=5 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 38280
},
{
"step": "RISK",
"code": "factor:reimburse_pct",
"detail": "reimburse_pct=0.9 ×1.18",
"factor": 1.18,
"amount_cents": null,
"running_cents": 45170
},
{
"step": "COVERAGE",
"code": "DENTAL",
"detail": "+ DENTAL $60",
"factor": null,
"amount_cents": 6000,
"running_cents": 51170
},
{
"step": "COVERAGE",
"code": "EXAM_FEE",
"detail": "+ EXAM_FEE $25",
"factor": null,
"amount_cents": 2500,
"running_cents": 53670
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 56170
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 52238
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 49738
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 48246
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 45834
}
]
}⚙ update_coverages(POL-loyalty-oldgrowth-p_pet, ["WELLNESS"])
{
"policy_id": "POL-loyalty-oldgrowth-p_pet",
"remove": [
"WELLNESS"
]
}{
"ok": true,
"changesets": [
{
"policy_coverages": {
"removed": [
{
"pk": {
"policy_id": "POL-loyalty-oldgrowth-p_pet",
"coverage_id": "PET:WELLNESS"
},
"row": {
"policy_id": "POL-loyalty-oldgrowth-p_pet",
"coverage_id": "PET:WELLNESS",
"value": "true",
"premium_contribution_cents": 12000
}
}
]
}
}
],
"note": "stored premium is now stale — call reprice_policy to recompute"
}⚙ reprice_policy(POL-loyalty-oldgrowth-p_pet)
{
"policy_id": "POL-loyalty-oldgrowth-p_pet"
}{
"ok": true,
"as_of": "2025-01-20",
"base_premium_cents": 56170,
"final_premium_cents": 45834,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $240",
"factor": null,
"amount_cents": null,
"running_cents": 24000
},
{
"step": "BASE",
"code": "tier:EVERGREEN",
"detail": "tier factor ×1.45",
"factor": 1.45,
"amount_cents": null,
"running_cents": 34800
},
{
"step": "BASE",
"code": "region:R-MW",
"detail": "region factor ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 34800
},
{
"step": "RISK",
"code": "factor:species",
"detail": "species=DOG ×1.1",
"factor": 1.1,
"amount_cents": null,
"running_cents": 38280
},
{
"step": "RISK",
"code": "factor:pet_age",
"detail": "pet_age=5 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 38280
},
{
"step": "RISK",
"code": "factor:reimburse_pct",
"detail": "reimburse_pct=0.9 ×1.18",
"factor": 1.18,
"amount_cents": null,
"running_cents": 45170
},
{
"step": "COVERAGE",
"code": "DENTAL",
"detail": "+ DENTAL $60",
"factor": null,
"amount_cents": 6000,
"running_cents": 51170
},
{
"step": "COVERAGE",
"code": "EXAM_FEE",
"detail": "+ EXAM_FEE $25",
"factor": null,
"amount_cents": 2500,
"running_cents": 53670
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 56170
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 52238
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 49738
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 48246
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 45834
}
],
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-loyalty-oldgrowth-p_pet"
},
"fields": {
"base_premium_cents": [
68170,
56170
],
"final_premium_cents": [
56117,
45834
],
"premium_breakdown": [
"[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $240\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 24000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.45\", \"factor\": 1.45, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"RISK\", \"code\": \"factor:species\", \"detail\": \"species=DOG \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:pet_age\", \"detail\": \"pet_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:reimburse_pct\", \"detail\": \"reimburse_pct=0.9 \\u00d71.18\", \"factor\": 1.18, \"amount_cents\": null, \"running_cents\": 45170}, {\"step\": \"COVERAGE\", \"code\": \"DENTAL\", \"detail\": \"+ DENTAL $60\", \"factor\": null, \"amount_cents\": 6000, \"running_cents\": 51170}, {\"step\": \"COVERAGE\", \"code\": \"EXAM_FEE\", \"detail\": \"+ EXAM_FEE $25\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 53670}, {\"step\": \"COVERAGE\", \"code\": \"WELLNESS\", \"detail\": \"+ WELLNESS $120\", \"factor\": null, \"amount_cents\": 12000, \"running_cents\": 65670}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 68170}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 63398}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 60898}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 59071}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 56117}]",
"[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $240\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 24000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.45\", \"factor\": 1.45, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"RISK\", \"code\": \"factor:species\", \"detail\": \"species=DOG \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:pet_age\", \"detail\": \"pet_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:reimburse_pct\", \"detail\": \"reimburse_pct=0.9 \\u00d71.18\", \"factor\": 1.18, \"amount_cents\": null, \"running_cents\": 45170}, {\"step\": \"COVERAGE\", \"code\": \"DENTAL\", \"detail\": \"+ DENTAL $60\", \"factor\": null, \"amount_cents\": 6000, \"running_cents\": 51170}, {\"step\": \"COVERAGE\", \"code\": \"EXAM_FEE\", \"detail\": \"+ EXAM_FEE $25\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 53670}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 56170}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 52238}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 49738}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 48246}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 45834}]"
]
}
}
]
}
}
}Done — the Wellness/Routine Care rider is removed from Biscuit's policy, and your new pet premium is $458.34/year (down from $561.17, saving $102.83).
Now, for the second item — adding your cell phone. What number would you like on file?
Customer
Great, thanks. The number is six one six, five five five, zero one four eight.
Agent
36k in · 210 out · $0.02 · 6.0s⚙ update_contact(CUST-loyalty-oldgrowth, 616-555-0148)
{
"cust_id": "CUST-loyalty-oldgrowth",
"phone": "616-555-0148"
}{
"ok": true,
"rows_affected": 1,
"changeset": {
"customers": {
"changed": [
{
"pk": {
"cust_id": "CUST-loyalty-oldgrowth"
},
"fields": {
"phone": [
null,
"616-555-0148"
]
}
}
]
}
}
}Your cell phone number 616-555-0148 is now on file.
To recap:
- Wellness rider removed from Biscuit's pet policy — new premium $458.34/year
- Cell phone added: 616-555-0148
Is there anything else I can help you with?
Customer
No, that's all set. Both of those are done — perfect. Thanks for taking care of that so quickly.
Agent
36k in · 83 out · $0.02 · 5.7s⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Thanks for being a PEICO customer — have a great day!