cancel-pet-policy

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-loyalty-oldgrowth-p_pet"
        },
        "fields": {
          "status": [
            "ACTIVE",
            "CANCELLED"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep actually executed the cancellation of the customer's pet policy in the system during this call (and only the pet policy, leaving the auto policy active) and confirmed the completed cancellation back to the customer. Merely promising to cancel, logging a request for a back-office/another team to process later, or otherwise deferring the cancellation does NOT satisfy this rubric — the cancellation must have been performed, not scheduled.(advisory)

Passedcustomer: Harold Nyberg · 9 turns · 28s · $0.08 · 87k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep explicitly confirmed the pet policy was cancelled and the auto policy remained active, satisfying the rubric's requirement for a completed action and confirmation.

Conversation

Agent

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

Customer

Hi there. I need to cancel my pet insurance policy with PEICO. I'm switching to a different pet insurer, but I want to keep my auto policy.

Agent

I can help with that. First, let me verify your identity. Could you please provide your name and either the email address or phone number on file, plus your date of birth?

8,701 in · 46 out · $0.0063 · 1.9s

Customer

Sure. My name is Harold Nyberg, and my date of birth is April 27, 1962. You should have my contact info on file already — just use what's in the system.

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(first_name)='harold' AND lower(last_name)='nyberg'"
}

{
  "rows": [
    {
      "cust_id": "CUST-loyalty-oldgrowth",
      "first_name": "Harold",
      "last_name": "Nyberg",
      "dob": "1962-04-27",
      "email": "harold.nyberg@example.com",
      "phone": null
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date, fin…)

{
  "sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date, final_premium_cents FROM policies WHERE cust_id='CUST-loyalty-oldgrowth' ORDER BY line"
}

{
  "rows": [
    {
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "line": "AUTO",
      "tier_id": "AUTO:EVERGREEN",
      "status": "ACTIVE",
      "effective_date": "2025-01-20",
      "expiration_date": "2026-01-20",
      "final_premium_cents": 89796
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "tier_id": "PET:EVERGREEN",
      "status": "ACTIVE",
      "effective_date": "2025-01-20",
      "expiration_date": "2026-01-20",
      "final_premium_cents": 56117
    }
  ],
  "row_count": 2,
  "truncated": false
}

⚙ query_db(SELECT policy_id, line, underlying_policy_id, bundle_id FROM policies WHERE c…)

{
  "sql": "SELECT policy_id, line, underlying_policy_id, bundle_id FROM policies WHERE cust_id='CUST-loyalty-oldgrowth'"
}

{
  "rows": [
    {
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "line": "AUTO",
      "underlying_policy_id": null,
      "bundle_id": null
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "underlying_policy_id": null,
      "bundle_id": null
    }
  ],
  "row_count": 2,
  "truncated": false
}

Neither policy is part of a bundle, and nothing depends on the pet policy — so cancelling it won't affect your auto policy.

Just to confirm before I proceed: you want me to cancel your Pet policy (POL-loyalty-oldgrowth-p_pet), and keep your Auto policy active. Shall I go ahead?

Note: cancellation sets the policy to CANCELLED; it doesn't compute any refund or proration — if a refund applies, that would be handled separately.

37k in · 687 out · $0.04 · 12.1s

Customer

Yes, that's right — cancel the pet policy and keep the auto active. Go ahead with that.

Agent

⚙ cancel_policy(POL-loyalty-oldgrowth-p_pet)

{
  "policy_id": "POL-loyalty-oldgrowth-p_pet"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-loyalty-oldgrowth-p_pet"
          },
          "fields": {
            "status": [
              "ACTIVE",
              "CANCELLED"
            ]
          }
        }
      ]
    }
  }
}

Done — your Pet policy (POL-loyalty-oldgrowth-p_pet) is now CANCELLED, and your Auto policy remains active.

If a refund applies for the unused term, that's handled separately through billing. Is there anything else I can help you with?

20k in · 160 out · $0.02 · 6.3s

Customer

No, that's all I needed. Thanks for taking care of that!

Agent

⚙ end_conversation()

{}

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

Have a great day! 🐾

21k in · 67 out · $0.01 · 3.1s