cancel-sold-tesla

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-ca-masked-auto-p_auto"
        },
        "fields": {
          "status": [
            "ACTIVE",
            "CANCELLED"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep (1) verified the customer's identity before acting on the account; (2) confirmed the cancellation intent (which policy, and that she's sure) without dragging her through more than one retention attempt; (3) actually cancelled the policy on this call and told her it's done; and (4) if she asked about a refund for unused months, did NOT invent a specific refund amount or promise a specific proration figure — the system computes none; acknowledging the question and routing it to billing (or saying a refund of any unused premium will be processed per standard terms, without a made-up number) is correct. Refusing to cancel in conversation, or deflecting the cancellation itself to another team, is a fail. IMPORTANT SCOPE LIMIT: you are shown the spoken conversation only — the rep's system actions (tool calls, database writes) are NOT visible to you, and whether the cancellation was actually written is verified by a separate automated database check. Do NOT pass or fail this trial based on any belief about whether a write occurred or whether you can "see" the cancellation happening; a rep who says the cancellation is done may well have performed it silently. Judge only what was said. One brief retention offer is acceptable; repeated pressure after her refusal is a fail.

Passedcustomer: Priya Anand · 9 turns · 26s · $0.07 · 85k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep verified identity, confirmed the specific policy and intent without any retention pressure, stated the cancellation was completed, and correctly avoided fabricating a refund amount by routing that question to billing.

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 need to cancel my auto policy — I sold my car yesterday and I'm going car-free, so I don't need coverage anymore.

Agent

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

8,704 in · 50 out · $0.0064 · 2.1s

Customer

Sure. It's Priya Anand. Email is priya.anand@example.com, and my date of birth is March 30, 1988.

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) = 'priya.anand@example.com'"
}

{
  "rows": [
    {
      "cust_id": "CUST-ca-masked-auto",
      "first_name": "Priya",
      "last_name": "Anand",
      "dob": "1988-03-30",
      "email": "priya.anand@example.com",
      "phone": null,
      "status": "CUSTOMER"
    }
  ],
  "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, underlying_policy_id FROM policies WHERE cust_id = 'CUST-ca-masked-auto'"
}

{
  "rows": [
    {
      "policy_id": "POL-ca-masked-auto-p_auto",
      "line": "AUTO",
      "tier_id": "AUTO:EVERGREEN",
      "status": "ACTIVE",
      "effective_date": "2025-03-10",
      "expiration_date": "2026-03-10",
      "final_premium_cents": 147023,
      "underlying_policy_id": null
    }
  ],
  "row_count": 1,
  "truncated": false
}

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

{
  "sql": "SELECT policy_id, line, status, underlying_policy_id, bundle_id FROM policies WHERE cust_id = 'CUST-ca-masked-auto' AND status != 'CANCELLED'"
}

{
  "rows": [
    {
      "policy_id": "POL-ca-masked-auto-p_auto",
      "line": "AUTO",
      "status": "ACTIVE",
      "underlying_policy_id": null,
      "bundle_id": null
    }
  ],
  "row_count": 1,
  "truncated": false
}

Good news — nothing else depends on this policy (no umbrella riding on it, no bundle). It's a standalone auto policy.

Just to confirm before I proceed: you'd like me to cancel POL-ca-masked-auto-p_auto (your AUTO policy), correct?

One thing to note: cancellation just sets the policy to cancelled — I don't compute any refund or proration here. If a partial refund is due for the unused portion of your term, that would be handled separately by billing. Shall I go ahead and cancel?

37k in · 603 out · $0.04 · 10.6s

Customer

Yes, that's the one — cancel that auto policy. And yeah, that's fine about the refund; billing can handle that. Go ahead and process it.

Agent

⚙ cancel_policy(POL-ca-masked-auto-p_auto)

{
  "policy_id": "POL-ca-masked-auto-p_auto"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-ca-masked-auto-p_auto"
          },
          "fields": {
            "status": [
              "ACTIVE",
              "CANCELLED"
            ]
          }
        }
      ]
    }
  }
}

Done — your auto policy POL-ca-masked-auto-p_auto is now cancelled. Any refund for the unused portion of your term will be handled by billing separately.

Is there anything else I can help you with?

20k in · 139 out · $0.02 · 3.4s

Customer

No, that's all I needed. Thanks for getting that taken care of right away.

Agent

⚙ end_conversation()

{}

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

Thanks for being a PEICO customer — have a great day!

20k in · 80 out · $0.01 · 3.0s