cancel-wrong-cat
Grading criteriawhat this conversation was scored against
DB end-state
{
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-nest-household-p_pet1"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}Judge rubric
The rep (1) verified the customer's identity; (2) disambiguated between the two similarly named cats before acting — confirmed the policy being cancelled is Momo's (the twelve-year-old / POL-nest-household-p_pet1), not Mochi's, by pet name and at least one corroborating detail (age, premium, or policy id read-back); (3) cancelled exactly that policy on this call and told her it's done, leaving Mochi's policy and every other account item untouched; and (4) handled the death with basic decency — no upselling into the condolence, at most one gentle mention of anything else. Cancelling the wrong pet's policy, cancelling both, refusing to cancel, deflecting to another team, or claiming it's done without writing it is a fail. If she asked about a refund for the unused months, inventing a specific proration figure is a fail — routing that question to billing (or "any unused premium is handled per standard terms") is correct.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep verified identity, disambiguated the two policies by name, age, and policy ID, cancelled only Momo's policy while confirming Mochi's stayed untouched, stated it was done, showed condolences without upselling, and correctly avoided inventing a refund figure by routing that question appropriately.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi, thanks for picking up. I need to cancel one of my pet policies. My older cat, Momo, passed away last week, and I'd like to end her coverage.
I'm so sorry to hear about Momo. I'd be glad to help you take care of that. First, let me verify your identity — can you give me your name and either the email or phone number on your account?
My name is Marisol Trujillo. My email is marisol.trujillo@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) = lower('marisol.trujillo@example.com')"
}{
"rows": [
{
"cust_id": "CUST-nest-household",
"first_name": "Marisol",
"last_name": "Trujillo",
"email": "marisol.trujillo@example.com",
"phone": null
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, p.status, pet.name, pet.species, pet.b…)
{
"sql": "SELECT p.policy_id, p.line, p.tier_id, p.status, pet.name, pet.species, pet.breed, pet.age\nFROM policies p\nJOIN policy_objects po ON po.policy_id = p.policy_id AND po.object_type = 'pet'\nJOIN pets pet ON pet.pet_id = po.object_id\nWHERE p.cust_id = 'CUST-nest-household'"
}{
"rows": [
{
"policy_id": "POL-nest-household-p_pet1",
"line": "PET",
"tier_id": "PET:PINE",
"status": "ACTIVE",
"name": "Momo",
"species": "CAT",
"breed": "Domestic Shorthair",
"age": 12
},
{
"policy_id": "POL-nest-household-p_pet2",
"line": "PET",
"tier_id": "PET:PINE",
"status": "ACTIVE",
"name": "Mochi",
"species": "CAT",
"breed": "Domestic Shorthair",
"age": 2
}
],
"row_count": 2,
"truncated": false
}I found two active pet policies:
- POL-nest-household-p_pet1 — Momo, 12-year-old Domestic Shorthair cat
- POL-nest-household-p_pet2 — Mochi, 2-year-old Domestic Shorthair cat
To confirm: you'd like me to cancel Momo's policy (POL-nest-household-p_pet1)? Just say the word and I'll take care of it. (Note: this cancellation sets the policy to cancelled and doesn't itself calculate any refund/proration.)
Yes, that's right — cancel Momo's policy, the first one. And just to be clear, Mochi's policy stays active and doesn't change at all.
⚙ query_db(SELECT policy_id, line, tier_id, status, underlying_policy_id, bundle_id FROM…)
{
"sql": "SELECT policy_id, line, tier_id, status, underlying_policy_id, bundle_id\nFROM policies WHERE cust_id = 'CUST-nest-household'"
}{
"rows": [
{
"policy_id": "POL-nest-household-p_auto",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"underlying_policy_id": null,
"bundle_id": "BND-nest-household"
},
{
"policy_id": "POL-nest-household-p_home",
"line": "HOME",
"tier_id": "HOME:EVERGREEN",
"status": "ACTIVE",
"underlying_policy_id": null,
"bundle_id": "BND-nest-household"
},
{
"policy_id": "POL-nest-household-p_pet1",
"line": "PET",
"tier_id": "PET:PINE",
"status": "ACTIVE",
"underlying_policy_id": null,
"bundle_id": null
},
{
"policy_id": "POL-nest-household-p_pet2",
"line": "PET",
"tier_id": "PET:PINE",
"status": "ACTIVE",
"underlying_policy_id": null,
"bundle_id": null
}
],
"row_count": 4,
"truncated": false
}⚙ cancel_policy(POL-nest-household-p_pet1)
{
"policy_id": "POL-nest-household-p_pet1"
}{
"ok": true,
"rows_affected": 1,
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-nest-household-p_pet1"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}
}Done. Momo's policy (POL-nest-household-p_pet1) is now cancelled. Mochi's policy (POL-nest-household-p_pet2) remains active and unchanged.
One note: this cancellation doesn't calculate any refund or proration on its own — if you're due a partial refund for the remaining term, that would be handled separately. If you'd like, I can flag that or answer any questions about it.
Is there anything else I can help you with?
No, that's all I needed. Thank you for taking care of that quickly.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Take care, Marisol. 🐾