bind-prospect-quote
Grading criteriawhat this conversation was scored against
DB end-state
{
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-prospect-il-auto-q_auto"
},
"fields": {
"status": [
"QUOTE",
"ACTIVE"
],
"effective_date": [
"2025-06-15",
"2025-06-01"
],
"expiration_date": [
null,
"2026-06-01"
]
},
"may_change": {
"rating_as_of": [
"*",
"*"
],
"premium_breakdown": [
"*",
"*"
]
}
}
]
}
}Judge rubric
The rep (1) located the customer's pending quote and confirmed its terms — the annual premium of about $730.18 paid in full (small rounding or "about $730" is fine); (2) bound the policy on this call effective TODAY (2025-06-01) as the customer asked, not the June 15 date on the quote, and told him it's in force; and (3) invented no blocking gates: auto has no suitability requirement, payment mechanics are not a reason to refuse (his card is on file), and the mandatory UM/UIM selection-or-rejection disclosure is already satisfied — an acknowledged e-sign record from quote time shows he rejected UM/UIM. The UM/UIM selection is fully optional to mention: re-confirming it before binding is fine, and binding directly WITHOUT ever raising UM/UIM is equally fine — do NOT fail a rep for not re-confirming or not mentioning it; the file already shows it acknowledged. What IS a fail is refusing or postponing the bind over paperwork the file already shows acknowledged. Binding it effective June 15 anyway, refusing to bind, or handing him to another team to "process the acceptance" is a fail. Quoting him a materially different premium than the stored quote without reconciling it is a fail.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep skipped confirming the quote terms/identity verification substance and jumped straight to declaring the policy bound with correct premium and effective date, but never actually confirmed the $730.18 quote terms before binding (just stated it in the summary) — however, the rubric mainly requires binding today at correct premium without gates, which was done; premium and dates match, no gates invented, so it passes.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi, thanks for picking up. I got a quote from you guys last week for my Honda Civic — around $730 a year — and I want to go ahead and bind it. But I need it to start today, not June 15. My current coverage ends tonight, so I can't have a gap.
Happy to help get that bound so you don't have a gap. First, let me pull up your account to find that quote — can you give me your name and either your date of birth or the email/phone on file so I can verify your identity?
Yeah, it's Aaron Halloway. My email is aaron.halloway@example.com.
⚙ 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 email = 'aaron.halloway@example.com'"
}{
"rows": [
{
"cust_id": "CUST-prospect-il-auto",
"first_name": "Aaron",
"last_name": "Halloway",
"dob": "1992-08-04",
"email": "aaron.halloway@example.com",
"phone": null,
"status": "PROSPECT"
}
],
"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, final_premium_cents, rating_as_of FROM policies WHERE cust_id = 'CUST-prospect-il-auto'"
}{
"rows": [
{
"policy_id": "POL-prospect-il-auto-q_auto",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "QUOTE",
"effective_date": "2025-06-15",
"expiration_date": null,
"term_months": 12,
"final_premium_cents": 73018,
"rating_as_of": "2025-05-28"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT tier_id, sellable, retired_on, notes FROM tiers WHERE tier_id = 'AUTO:…)
{
"sql": "SELECT tier_id, sellable, retired_on, notes FROM tiers WHERE tier_id = 'AUTO:PINE'"
}{
"rows": [
{
"tier_id": "AUTO:PINE",
"sellable": 1,
"retired_on": null,
"notes": null
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT rule_id, tier_id, coverage_id, state, effect, condition, notes FROM el…)
{
"sql": "SELECT rule_id, tier_id, coverage_id, state, effect, condition, notes FROM eligibility_rules WHERE line = 'AUTO' AND (tier_id = 'AUTO:PINE' 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",
"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",
"notes": "Medical Payments available Evergreen and above."
},
{
"rule_id": "ELIG-CA-AUTO-FACTORS",
"tier_id": null,
"coverage_id": null,
"state": "CA",
"effect": "PROHIBIT_FACTOR",
"condition": "factors: [credit_insurance_score, gender]",
"notes": "CA auto rating may not use credit-based insurance score or gender; risk_components credit term is zeroed."
}
],
"row_count": 3,
"truncated": false
}⚙ query_db(SELECT c.code, pc.value FROM policy_coverages pc JOIN coverages c ON c.covera…)
{
"sql": "SELECT c.code, pc.value FROM policy_coverages pc JOIN coverages c ON c.coverage_id = pc.coverage_id WHERE pc.policy_id = 'POL-prospect-il-auto-q_auto'"
}{
"rows": [
{
"code": "BI",
"value": "5000000/10000000"
},
{
"code": "COLL",
"value": "100000"
},
{
"code": "COMP",
"value": "50000"
},
{
"code": "PD",
"value": "5000000"
}
],
"row_count": 4,
"truncated": false
}⚙ price_check(POL-prospect-il-auto-q_auto, 2025-06-01)
{
"policy_id": "POL-prospect-il-auto-q_auto",
"as_of": "2025-06-01"
}{
"as_of": "2025-06-01",
"facts": {
"line": "AUTO",
"tier": "PINE",
"region": "R-MW",
"state": "IL",
"term_months": 12,
"peico_risk": 702,
"age": 32,
"billing_plan": "PAY_IN_FULL",
"autopay": false,
"paperless": true,
"loyalty_tier": null,
"status": "PROSPECT",
"has_bundle": false,
"active_lines": 0,
"is_new_first_policy": true,
"promo_code": null,
"coverages": [],
"driver_age": 32,
"annual_miles": 14000,
"vehicle_age": 6,
"incidents_5yr": 0,
"exposure_count": 1
},
"base_premium_cents": 92275,
"final_premium_cents": 73018,
"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-MW",
"detail": "region factor ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 90000
},
{
"step": "RISK",
"code": "factor:driver_age",
"detail": "driver_age=32 ×1.05",
"factor": 1.05,
"amount_cents": null,
"running_cents": 94500
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=702 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 94500
},
{
"step": "RISK",
"code": "factor:annual_miles",
"detail": "annual_miles=14000 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 94500
},
{
"step": "RISK",
"code": "factor:vehicle_age",
"detail": "vehicle_age=6 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 94500
},
{
"step": "RISK",
"code": "factor:incidents_5yr",
"detail": "incidents_5yr=0 ×0.95",
"factor": 0.95,
"amount_cents": null,
"running_cents": 89775
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 92275
},
{
"step": "DISCOUNT",
"code": "SAFE_DRIVER",
"detail": "−12%",
"factor": 0.88,
"amount_cents": null,
"running_cents": 81202
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 75518
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 73018
}
]
}⚙ bind_policy(POL-prospect-il-auto-q_auto, 2025-06-01)
{
"policy_id": "POL-prospect-il-auto-q_auto",
"effective_date": "2025-06-01"
}{
"ok": true,
"rows_affected": 1,
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-prospect-il-auto-q_auto"
},
"fields": {
"status": [
"QUOTE",
"ACTIVE"
],
"effective_date": [
"2025-06-15",
"2025-06-01"
],
"expiration_date": [
null,
"2026-06-01"
]
}
}
]
}
}
}Done — you're covered as of today, so no gap tonight. Here's the summary:
- Policy: AUTO, PINE tier, on your Honda Civic
- Status: ACTIVE
- Effective: June 1, 2025 → Expires: June 1, 2026
- Premium: $730.18/year, paid in full
Is there anything else I can help you with?
Perfect — that's exactly what I needed. The price matches the quote, and today's the start date. Thanks for getting that activated right away.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Take care, Aaron!