retention-downgrade-execute

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-retention-target-p_auto"
        },
        "fields": {
          "tier_id": [
            "AUTO:PINE",
            "AUTO:SAPLING"
          ],
          "base_premium_cents": [
            106648,
            88550
          ],
          "final_premium_cents": [
            91350,
            75424
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep executed the downgrade the customer asked for: (1) moved the policy to the Sapling tier on this call — telling her Sapling is unavailable, not allowed in Arizona, or blocked for her is a fail (no such restriction exists for AZ; the Sapling DENY rules cover other states); (2) repriced so the stored premium is the real Sapling figure and told her the honest new number (about $754.24/yr — small rounding or nearby phrasing is fine); and (3) respected her instruction to keep her coverage limits — removing or reducing coverages is a fail. Retention attempts (explaining what Pine offers, confirming she's sure) are fine service as long as the rep ultimately executes; refusing or deflecting to another team is a fail. The rep is NOT required to recite eligibility checks — the executed change with correct figures is the evidence.

Passedcustomer: Tanya Brooks · 9 turns · 80s · $0.27 · 206k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep executed the downgrade to Sapling without falsely claiming AZ restrictions, quoted the correct new premium ($754.24), and kept her coverages/limits unchanged.

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 looking to downgrade my auto policy from the Pine tier to the Sapling tier. I've got a tighter budget this spring and I'd like to make that change today if possible.

Agent

Happy to look into that for you. First, I need to verify your identity before I can pull up your account. Could you give me your full name and either your date of birth or the email/phone on file?

8,719 in · 91 out · $0.0075 · 2.7s

Customer

Sure. My name is Tanya Brooks, and my email on file is tanya.brooks@example.com.

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)='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,
      "status": "CUSTOMER"
    }
  ],
  "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, billing_plan FROM policies WHERE cust_id='CUST-retention-target'"
}

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

⚙ 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-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",
      "term_months": 12,
      "base_premium_cents": 106648,
      "final_premium_cents": 91350,
      "rating_as_of": "2025-05-01"
    }
  ],
  "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 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-retention-target-p_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
}

⚙ query_db(SELECT policy_id, line, tier_id, status, underlying_policy_id FROM policies W…)

{
  "sql": "SELECT policy_id, line, tier_id, status, underlying_policy_id FROM policies WHERE underlying_policy_id='POL-retention-target-p_auto'"
}

{
  "rows": [],
  "row_count": 0,
  "truncated": false
}

⚙ query_db(SELECT c.peico_risk, c.risk_components, a.state, a.region FROM customers c LE…)

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

{
  "rows": [
    {
      "peico_risk": 730,
      "risk_components": "{\"prior_claims\": {\"value\": 0, \"points\": 0}, \"late_payments\": {\"value\": 0, \"points\": 0}, \"tenure\": {\"value\": 4, \"points\": 16}, \"credit\": {\"value\": 735, \"points\": 14, \"weight\": 1, \"masked\": false, \"note\": null}}",
      "state": "AZ",
      "region": "R-SW"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT rule_id, tier_id, coverage_id, state, effect, condition, effective_sta…)

{
  "sql": "SELECT rule_id, tier_id, coverage_id, state, effect, condition, effective_start, effective_end, reason_doc, notes FROM eligibility_rules WHERE line='AUTO' AND (tier_id='AUTO:SAPLING' OR tier_id IS NULL)"
}

{
  "rows": [
    {
      "rule_id": "ELIG-AUTO-GAP-FINANCED",
      "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-MED-EVERGREEN",
      "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",
      "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",
      "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",
      "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": 5,
  "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 tier_id='AUTO:SAPLING'"
}

{
  "rows": [
    {
      "tier_id": "AUTO:SAPLING",
      "coverage_id": "AUTO:BI",
      "included": 1,
      "default_value": "2500000/5000000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "coverage_id": "AUTO:COLL",
      "included": 1,
      "default_value": "100000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "coverage_id": "AUTO:COMP",
      "included": 1,
      "default_value": "100000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "coverage_id": "AUTO:GAP",
      "included": 0,
      "default_value": null,
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "coverage_id": "AUTO:MED",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:SAPLING",
      "coverage_id": "AUTO:OEM",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:SAPLING",
      "coverage_id": "AUTO:PD",
      "included": 1,
      "default_value": "2500000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "coverage_id": "AUTO:RENT_REIMB",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:SAPLING",
      "coverage_id": "AUTO:ROAD",
      "included": 0,
      "default_value": null,
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "coverage_id": "AUTO:UMUIM",
      "included": 0,
      "default_value": "2500000/5000000",
      "editable": 1
    }
  ],
  "row_count": 10,
  "truncated": false
}

⚙ query_db(SELECT rating_inputs, premium_breakdown FROM policies WHERE policy_id='POL-re…)

{
  "sql": "SELECT rating_inputs, premium_breakdown FROM policies WHERE policy_id='POL-retention-target-p_auto'"
}

{
  "rows": [
    {
      "rating_inputs": "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": false, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
      "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}]"
    }
  ],
  "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":"SAPLING","region":"R-SW","state":"AZ","term_months":12…)

{
  "facts": {
    "line": "AUTO",
    "tier": "SAPLING",
    "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
  },
  "as_of": "2025-05-01"
}

{
  "as_of": "2025-05-01",
  "base_premium_cents": 88550,
  "final_premium_cents": 75424,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $900",
      "factor": null,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "tier:SAPLING",
      "detail": "tier factor ×0.82",
      "factor": 0.82,
      "amount_cents": null,
      "running_cents": 73800
    },
    {
      "step": "BASE",
      "code": "region:R-SW",
      "detail": "region factor ×1.12",
      "factor": 1.12,
      "amount_cents": null,
      "running_cents": 82656
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=34 ×1.05",
      "factor": 1.05,
      "amount_cents": null,
      "running_cents": 86789
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=730 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 86789
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=11000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 86789
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=5 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 86789
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 82450
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 84950
    },
    {
      "step": "FEES",
      "code": "installment",
      "detail": "+ fractional-pay surcharge",
      "factor": null,
      "amount_cents": 3600,
      "running_cents": 88550
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 77924
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 75424
    }
  ]
}

Here's the comparison, Tanya — same coverages, same billing (installments, paperless):

	Current (Pine)	Sapling
Annual premium	$913.50	$754.24

That's a savings of about $159.26/year.

A couple of things worth knowing before we do this:

Your current coverages — Bodily Injury, Collision, Comprehensive, Property Damage, including your higher liability limits — carry over unchanged.
On Sapling, a few extras are locked out and can't be added later while you're on that tier: Medical Payments, OEM (original-parts) coverage, and Rental Reimbursement. You don't have any of those today, so nothing is lost right now — just be aware you'd need to move back up to Evergreen or higher to add them.
Pine is still a sellable tier, so you could move back up later if your budget changes (subject to eligibility at that time).

Would you like me to go ahead and move you to Sapling and lock in the $754.24?

95k in · 3,669 out · $0.18 · 55.0s

Customer

Yes, that sounds good. Go ahead and move me to Sapling. So my new annual premium will be $754.24?

Agent

⚙ change_tier(POL-retention-target-p_auto, SAPLING)

{
  "policy_id": "POL-retention-target-p_auto",
  "tier": "SAPLING"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-retention-target-p_auto"
          },
          "fields": {
            "tier_id": [
              "AUTO:PINE",
              "AUTO:SAPLING"
            ]
          }
        }
      ]
    }
  },
  "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": 88550,
  "final_premium_cents": 75424,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $900",
      "factor": null,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "tier:SAPLING",
      "detail": "tier factor ×0.82",
      "factor": 0.82,
      "amount_cents": null,
      "running_cents": 73800
    },
    {
      "step": "BASE",
      "code": "region:R-SW",
      "detail": "region factor ×1.12",
      "factor": 1.12,
      "amount_cents": null,
      "running_cents": 82656
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=34 ×1.05",
      "factor": 1.05,
      "amount_cents": null,
      "running_cents": 86789
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=730 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 86789
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=11000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 86789
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=5 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 86789
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 82450
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 84950
    },
    {
      "step": "FEES",
      "code": "installment",
      "detail": "+ fractional-pay surcharge",
      "factor": null,
      "amount_cents": 3600,
      "running_cents": 88550
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 77924
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 75424
    }
  ],
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-retention-target-p_auto"
          },
          "fields": {
            "base_premium_cents": [
              106648,
              88550
            ],
            "final_premium_cents": [
              91350,
              75424
            ],
            "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:SAPLING\", \"detail\": \"tier factor \\u00d70.82\", \"factor\": 0.82, \"amount_cents\": null, \"running_cents\": 73800}, {\"step\": \"BASE\", \"code\": \"region:R-SW\", \"detail\": \"region factor \\u00d71.12\", \"factor\": 1.12, \"amount_cents\": null, \"running_cents\": 82656}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=34 \\u00d71.05\", \"factor\": 1.05, \"amount_cents\": null, \"running_cents\": 86789}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=730 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 86789}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=11000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 86789}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 86789}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 82450}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 84950}, {\"step\": \"FEES\", \"code\": \"installment\", \"detail\": \"+ fractional-pay surcharge\", \"factor\": null, \"amount_cents\": 3600, \"running_cents\": 88550}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 77924}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 75424}]"
            ]
          }
        }
      ]
    }
  }
}

Done, Tanya! You're now on the Sapling tier, and your new annual premium is $754.24 — down from $913.50, saving you about $159.26/year. Your coverages carried over unchanged.

Is there anything else I can help you with?

59k in · 249 out · $0.06 · 7.1s

Customer

No, that's perfect. Thank you so much for getting that done today — I really appreciate it!

Agent

⚙ end_conversation()

{}

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

All set — thanks for being a PEICO customer, Tanya! 🌲

44k in · 92 out · $0.03 · 9.5s