add-gap-unfinanced
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 gap (loan/lease gap) coverage cannot be added to this customer's auto policy because the vehicle is not financed or leased — it is owned outright — and clearly declined to add it, explaining that GAP is only available for financed/leased vehicles. The rep must NOT claim to have added gap coverage or imply it was applied. Briefly suggesting why it isn't needed (the car is paid off) is good but not required.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep clearly declined to add GAP coverage, explained it's only available for financed/leased vehicles, noted the car is owned outright, and never claimed to have added it.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! I'd like to add gap insurance to my auto policy. A friend mentioned it and I want to make sure I have good coverage.
I'd be happy to help with that. First, let me verify your identity — can you give me your name and either the email or phone number on your account?
Sure, my name is Tanya Brooks and the email on file is tanya.brooks@example.com.
⚙ query_db(SELECT cust_id, first_name, last_name, email, phone FROM customers WHERE lowe…)
{
"sql": "SELECT cust_id, first_name, last_name, email, phone FROM customers WHERE lower(email)='tanya.brooks@example.com'"
}{
"rows": [
{
"cust_id": "CUST-retention-target",
"first_name": "Tanya",
"last_name": "Brooks",
"email": "tanya.brooks@example.com",
"phone": null
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, final_premium_cents,…)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, final_premium_cents, billing_plan 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, effective_date, final_premium_cents …)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, final_premium_cents 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",
"effective_date": "2025-05-01",
"final_premium_cents": 91350
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT c.coverage_id, c.code, c.label, c.notes FROM coverages c WHERE c.line=…)
{
"sql": "SELECT c.coverage_id, c.code, c.label, c.notes FROM coverages c WHERE c.line='AUTO' AND c.code='GAP'"
}{
"rows": [
{
"coverage_id": "AUTO:GAP",
"code": "GAP",
"label": "Loan/Lease Gap",
"notes": "Eligible only if the vehicle is financed (eligibility rule)."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT po.object_type, po.object_id, v.year, v.make, v.model, v.financed, v.u…)
{
"sql": "SELECT po.object_type, po.object_id, v.year, v.make, v.model, v.financed, v.usage, v.annual_miles FROM policy_objects po LEFT JOIN vehicles v ON po.object_id=v.vehicle_id WHERE po.policy_id='POL-retention-target-p_auto'"
}{
"rows": [
{
"object_type": "vehicle",
"object_id": "VEH-retention-target-v1",
"year": 2020,
"make": "Mazda",
"model": "CX-5",
"financed": 0,
"usage": "COMMUTE",
"annual_miles": 11000
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT pc.coverage_id, cov.code, pc.value FROM policy_coverages pc JOIN cover…)
{
"sql": "SELECT pc.coverage_id, cov.code, pc.value FROM policy_coverages pc JOIN coverages cov ON pc.coverage_id=cov.coverage_id WHERE pc.policy_id='POL-retention-target-p_auto'"
}{
"rows": [
{
"coverage_id": "AUTO:BI",
"code": "BI",
"value": "5000000/10000000"
},
{
"coverage_id": "AUTO:COLL",
"code": "COLL",
"value": "100000"
},
{
"coverage_id": "AUTO:COMP",
"code": "COMP",
"value": "50000"
},
{
"coverage_id": "AUTO:PD",
"code": "PD",
"value": "5000000"
}
],
"row_count": 4,
"truncated": false
}⚙ query_db(SELECT rule_id, effect, condition, state, reason_doc, notes FROM eligibility_…)
{
"sql": "SELECT rule_id, effect, condition, state, reason_doc, notes FROM eligibility_rules WHERE coverage_id='AUTO:GAP'"
}{
"rows": [
{
"rule_id": "ELIG-AUTO-GAP-FINANCED",
"effect": "GATE",
"condition": "vehicle_financed",
"state": null,
"reason_doc": "KB-AUTO-GAP",
"notes": "GAP eligible only when the vehicle is financed/leased."
}
],
"row_count": 1,
"truncated": false
}Thanks for your patience, Tanya. I looked into this, and unfortunately I'm not able to add GAP coverage to your policy right now.
Here's why: Loan/Lease Gap (GAP) coverage is only available for vehicles that are financed or leased. GAP is designed to cover the difference between what you owe on a loan/lease and the vehicle's actual cash value if it's totaled — so it only applies when there's a loan or lease.
Your 2020 Mazda CX-5 is listed on your account as owned outright (not financed), so it doesn't qualify.
A couple of things:
- If your CX-5 actually is financed or leased and our records are just out of date, let me know and I can update the vehicle record — then GAP would be eligible.
- If it's genuinely paid off, GAP wouldn't provide any benefit anyway, since there'd be no loan gap to cover.
Would you like me to double-check the financing status, or is there anything else I can help you with?
Oh, I see — that makes sense. Yeah, the car is fully paid off. I bought it outright a couple years ago, so there's no loan on it. So I don't need gap coverage then?
Exactly right — with the car paid off and no loan or lease, GAP coverage wouldn't do anything for you. There's no "gap" between a loan balance and the car's value to cover, so it'd just be paying for something you can't use. You're smart to skip it.
Is there anything else I can help you with today?
No, that's all I needed. Thanks for explaining that!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Thanks for reaching out to PEICO, Tanya — have a great day!