oem-on-non-sequoia
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 the OEM parts guarantee (OEM) cannot be added to this customer's auto policy as-is because OEM is only available on the top Sequoia tier and the customer is on a lower tier (Pine). The rep clearly declined to add it on the current plan and explained the tier limitation. The rep must NOT claim to have added OEM coverage or imply it was applied. Offering a tier upgrade as a separate option is acceptable but not required.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep clearly declined to add OEM on the current Pine tier, explained the Sequoia-only eligibility rule, offered an upgrade as an optional path, and never claimed OEM was added.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! Thanks for picking up. I'm looking to add OEM parts coverage to my auto policy. A body shop mentioned it recently and I'd like to make sure any repairs use original manufacturer parts.
I'd be happy to look into that for you. 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 my email on file is tanya.brooks@example.com.
⚙ query_db(SELECT cust_id, first_name, last_name, email, phone, status FROM customers WH…)
{
"sql": "SELECT cust_id, first_name, last_name, email, phone, status 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,
"status": "CUSTOMER"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date FROM…)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date 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",
"expiration_date": "2026-05-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT coverage_id, code, label, kind, unit, notes FROM coverages WHERE line …)
{
"sql": "SELECT coverage_id, code, label, kind, unit, notes FROM coverages WHERE line = 'AUTO' AND (code LIKE '%OEM%' OR label LIKE '%OEM%' OR label LIKE '%original%' OR notes LIKE '%OEM%')"
}{
"rows": [
{
"coverage_id": "AUTO:OEM",
"code": "OEM",
"label": "OEM Parts Guarantee",
"kind": "flag",
"unit": "bool",
"notes": "Sequoia only."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT rule_id, tier_id, coverage_id, state, effect, condition, reason_doc, n…)
{
"sql": "SELECT rule_id, tier_id, coverage_id, state, effect, condition, reason_doc, notes FROM eligibility_rules WHERE line = 'AUTO' AND (coverage_id = 'AUTO:OEM' OR coverage_id IS NULL)"
}{
"rows": [
{
"rule_id": "ELIG-AUTO-OEM-SEQUOIA",
"tier_id": "AUTO:SEQUOIA",
"coverage_id": "AUTO:OEM",
"state": null,
"effect": "GATE",
"condition": "tier_is_sequoia",
"reason_doc": "KB-AUTO-TIERS",
"notes": "OEM parts guarantee is Sequoia-only on sellable tiers."
},
{
"rule_id": "ELIG-NY-AUTO-SAPLING",
"tier_id": "AUTO:SAPLING",
"coverage_id": null,
"state": "NY",
"effect": "DENY",
"condition": null,
"reason_doc": "KB-NE-MIN-LIMITS",
"notes": "NY minimum BI/PD exceeds Sapling limits -> Sapling auto ineligible."
},
{
"rule_id": "ELIG-NJ-AUTO-SAPLING",
"tier_id": "AUTO:SAPLING",
"coverage_id": null,
"state": "NJ",
"effect": "DENY",
"condition": null,
"reason_doc": "KB-NE-MIN-LIMITS",
"notes": "NJ minimum BI/PD exceeds Sapling limits -> Sapling auto ineligible."
},
{
"rule_id": "ELIG-CA-AUTO-FACTORS",
"tier_id": null,
"coverage_id": null,
"state": "CA",
"effect": "PROHIBIT_FACTOR",
"condition": "factors: [credit_insurance_score, gender]",
"reason_doc": "KB-CA-RATING",
"notes": "CA auto rating may not use credit-based insurance score or gender; risk_components credit term is zeroed."
}
],
"row_count": 4,
"truncated": false
}⚙ query_db(SELECT tier_id, code, label, position, sellable, retired_on, notes FROM tiers…)
{
"sql": "SELECT tier_id, code, label, position, sellable, retired_on, notes FROM tiers WHERE line = 'AUTO' ORDER BY position"
}{
"rows": [
{
"tier_id": "AUTO:HERITAGE",
"code": "HERITAGE",
"label": "Heritage",
"position": 0,
"sellable": 0,
"retired_on": "2009-07-01",
"notes": "Retired 2009. Has a coverage combo no current tier offers; cannot be re-bound once dropped (downgrade trap)."
},
{
"tier_id": "AUTO:SAPLING",
"code": "SAPLING",
"label": "Sapling",
"position": 1,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:PINE",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:EVERGREEN",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "SEQUOIA",
"label": "Sequoia",
"position": 4,
"sellable": 1,
"retired_on": null,
"notes": null
}
],
"row_count": 5,
"truncated": false
}Here's the situation, Tanya:
The OEM Parts Guarantee coverage is gated to the Sequoia tier only — there's a firm eligibility rule (ELIG-AUTO-OEM-SEQUOIA) that OEM parts coverage can only be added on a Sequoia policy. Your auto policy is currently on the Pine tier, so I can't add OEM parts coverage to it as-is.
To get OEM parts coverage, you'd need to move your policy up to the Sequoia tier (which is a sellable tier), and then add the OEM coverage. That would change your premium, of course.
Would you like me to price out what a move to Sequoia (with OEM Parts Guarantee added) would cost, so you can see the difference before deciding? I'll get you the exact numbers.
Oh, I see. So I'd have to upgrade my whole plan to get it? That makes sense. Yeah, I appreciate you explaining that. Let me think about whether that's worth it for me right now — I don't think I need to see the pricing just yet. But thanks for looking into it and letting me know what the deal is.
Absolutely — that's the deal in a nutshell: OEM Parts Guarantee is Sequoia-only, so it'd mean moving up from Pine to Sequoia. Take all the time you need to weigh it, and whenever you're ready to see the numbers or make the move, just reach back out.
Is there anything else I can help you with today?