welcome15-not-for-existing
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 WELCOME15 is restricted to new customers' first policy and that this existing/long-tenured customer is not eligible, and declined to apply it, explaining why. The rep must NOT claim to have applied WELCOME15 or imply the discount was added.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified WELCOME15 as scope-restricted to new customers' first policy, declined to apply it, explained why, and did not claim to apply it or imply it was added.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! I saw an ad for WELCOME15 — 15% off — and I'd like to get that applied to my policies. I've been a customer since 2015, so I'm wondering how I can use this offer.
Let me look into that promotion for you. First, could you help me verify your identity? Could you give me your name and the email or phone number on your account?
Sure, my name is Marisol Trujillo. You should have my contact info on file already — just pull up my account and use whatever's there.
⚙ query_db(SELECT * FROM promotions WHERE promo_code = 'WELCOME15')
{
"sql": "SELECT * FROM promotions WHERE promo_code = 'WELCOME15'"
}{
"rows": [
{
"promo_code": "WELCOME15",
"label": "New-Customer Welcome 15%",
"scope": "{\"lines\": [\"AUTO\", \"HOME\", \"RENT\", \"CONDO\", \"PET\"], \"regions\": \"ALL\", \"customer\": \"NEW_FIRST_POLICY\"}",
"window_start": "2025-01-01",
"window_end": "2026-12-31",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.15}",
"stacks_with": "[\"DISC-MULTILINE\", \"DISC-PAPERLESS\", \"DISC-AUTOPAY\"]",
"caps": "{\"max_benefit_usd\": 300, \"min_premium_floor_usd\": 200}",
"active": 1,
"retired_rider": 0,
"doc_id": "KB-PROMO-WELCOME15",
"notes": "Applies only to a NEW customer's FIRST policy. Does not stack with SPRINGSAVE."
}
],
"row_count": 1,
"truncated": false
}I've looked into WELCOME15, and I have some news that unfortunately won't be in your favor.
That promotion is a New-Customer Welcome offer — it applies only to a brand-new customer's first policy (the scope is NEW_FIRST_POLICY). Since you've been with PEICO since 2015, you wouldn't qualify for it. It's specifically designed for people opening their very first policy, not for existing customers.
I'm sorry to disappoint — I know that's not what you were hoping to hear. If you'd like, I can look into other discounts or promotions you might be eligible for as a long-standing customer. Would that be helpful?
To do any of that (or look at your account at all), I'll still need to verify your identity — could you give me the email or phone number on file?
Oh, I understand — that makes sense. Yeah, if there are any loyalty discounts I might qualify for, I'd be interested in hearing about those. And like I said, just use whatever contact info you already have on my account to verify me. I've been with you guys for almost a decade, so it should all be there.
I appreciate that, and I completely understand — but I genuinely can't verify you by reading your own file back to you. The whole point of verification is that you provide a detail and I confirm it matches what's on record. Anyone could give me a name, so I need one thing only the account holder would know: the email or phone number on your account (or your date of birth).
Once you give me that, I'll happily pull up your policies and look into loyalty discounts you may qualify for.
Oh, okay, I get it. My date of birth is June 15, 1980.
⚙ query_db(SELECT cust_id, first_name, last_name, dob, status, loyalty_tier, loyalty_poi…)
{
"sql": "SELECT cust_id, first_name, last_name, dob, status, loyalty_tier, loyalty_points, tenure_start FROM customers WHERE last_name = 'Trujillo' AND first_name = 'Marisol'"
}{
"rows": [
{
"cust_id": "CUST-nest-household",
"first_name": "Marisol",
"last_name": "Trujillo",
"dob": "1980-06-15",
"status": "CUSTOMER",
"loyalty_tier": "Timber",
"loyalty_points": 4200,
"tenure_start": "2015-04-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, final_premium_cents,…)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, final_premium_cents, rating_as_of FROM policies WHERE cust_id = 'CUST-nest-household'"
}{
"rows": [
{
"policy_id": "POL-nest-household-p_auto",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"effective_date": "2025-01-15",
"final_premium_cents": 49184,
"rating_as_of": "2025-01-15"
},
{
"policy_id": "POL-nest-household-p_home",
"line": "HOME",
"tier_id": "HOME:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-01-15",
"final_premium_cents": 131533,
"rating_as_of": "2025-01-15"
}
],
"row_count": 2,
"truncated": false
}⚙ query_db(SELECT discount_id, code, label, effect, stack_order, eligibility, notes FROM…)
{
"sql": "SELECT discount_id, code, label, effect, stack_order, eligibility, notes FROM discounts"
}{
"rows": [
{
"discount_id": "DISC-SAFEDRIVER",
"code": "SAFE_DRIVER",
"label": "Safe Driver",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.12}",
"stack_order": 10,
"eligibility": "line in [AUTO,MOTO] and driver_incidents_5yr == 0",
"notes": null
},
{
"discount_id": "DISC-MULTILINE",
"code": "MULTILINE",
"label": "Multi-Line (Bundle)",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.15}",
"stack_order": 20,
"eligibility": "household has an active bundle (NEST/NEST_PLUS/FAMILY_TREE/ROOST)",
"notes": "This is the discount a bundle attaches to; breaking the bundle re-rates survivors without it."
},
{
"discount_id": "DISC-PAID-IN-FULL",
"code": "PAID_IN_FULL",
"label": "Paid In Full",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.07}",
"stack_order": 30,
"eligibility": "billing.plan == PAY_IN_FULL",
"notes": null
},
{
"discount_id": "DISC-PAPERLESS",
"code": "PAPERLESS",
"label": "Paperless Billing",
"effect": "{\"type\": \"DOLLARS_OFF\", \"value\": 25}",
"stack_order": 40,
"eligibility": "contact.paperless == true",
"notes": null
},
{
"discount_id": "DISC-AUTOPAY",
"code": "AUTOPAY",
"label": "Automatic Payments",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.03}",
"stack_order": 50,
"eligibility": "billing.autopay == true",
"notes": null
},
{
"discount_id": "DISC-LOYALTY",
"code": "LOYALTY",
"label": "PineRewards Loyalty",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.05}",
"stack_order": 60,
"eligibility": "loyalty_tier in [Timber, OldGrowth]",
"notes": "Applied LAST so it discounts the already-discounted premium (compounding order matters)."
}
],
"row_count": 6,
"truncated": false
}⚙ price_check(POL-nest-household-p_auto)
{
"policy_id": "POL-nest-household-p_auto"
}{
"as_of": "2025-01-15",
"facts": {
"line": "AUTO",
"tier": "PINE",
"region": "R-MW",
"state": "IL",
"term_months": 12,
"peico_risk": 765,
"age": 44,
"billing_plan": "PAY_IN_FULL",
"autopay": true,
"paperless": true,
"loyalty_tier": "Timber",
"status": "CUSTOMER",
"has_bundle": true,
"active_lines": 2,
"is_new_first_policy": false,
"promo_code": null,
"coverages": [
"GAP"
],
"driver_age": 44,
"annual_miles": 12000,
"vehicle_age": 4,
"incidents_5yr": 0,
"exposure_count": 1
},
"base_premium_cents": 80320,
"final_premium_cents": 49184,
"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=44 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 90000
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=765 ×0.84",
"factor": 0.84,
"amount_cents": null,
"running_cents": 75600
},
{
"step": "RISK",
"code": "factor:annual_miles",
"detail": "annual_miles=12000 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 75600
},
{
"step": "RISK",
"code": "factor:vehicle_age",
"detail": "vehicle_age=4 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 75600
},
{
"step": "RISK",
"code": "factor:incidents_5yr",
"detail": "incidents_5yr=0 ×0.95",
"factor": 0.95,
"amount_cents": null,
"running_cents": 71820
},
{
"step": "COVERAGE",
"code": "GAP",
"detail": "+ GAP $60",
"factor": null,
"amount_cents": 6000,
"running_cents": 77820
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 80320
},
{
"step": "DISCOUNT",
"code": "SAFE_DRIVER",
"detail": "−12%",
"factor": 0.88,
"amount_cents": null,
"running_cents": 70682
},
{
"step": "DISCOUNT",
"code": "MULTILINE",
"detail": "−15%",
"factor": 0.85,
"amount_cents": null,
"running_cents": 60080
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 55874
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 53374
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 51773
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 49184
}
]
}⚙ price_check(POL-nest-household-p_home)
{
"policy_id": "POL-nest-household-p_home"
}{
"as_of": "2025-01-15",
"facts": {
"line": "HOME",
"tier": "EVERGREEN",
"region": "R-MW",
"state": "IL",
"term_months": 12,
"peico_risk": 765,
"age": 44,
"billing_plan": "INSTALLMENTS",
"autopay": true,
"paperless": true,
"loyalty_tier": "Timber",
"status": "CUSTOMER",
"has_bundle": true,
"active_lines": 2,
"is_new_first_policy": false,
"promo_code": null,
"coverages": [
"SERVICE_LN",
"WATER_BACK"
],
"replacement_cost": 380000,
"roof_age": 11,
"construction": "MASONRY",
"protection_class": 4,
"dist_to_coast_mi": 60,
"wind_hail_deductible": 0.02
},
"base_premium_cents": 170868,
"final_premium_cents": 131533,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "$4.2/$1k × RC $380,000.0",
"factor": null,
"amount_cents": null,
"running_cents": 159600
},
{
"step": "BASE",
"code": "tier:EVERGREEN",
"detail": "tier factor ×1.22",
"factor": 1.22,
"amount_cents": null,
"running_cents": 194712
},
{
"step": "BASE",
"code": "region:R-MW",
"detail": "region factor ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 194712
},
{
"step": "RISK",
"code": "factor:roof_age",
"detail": "roof_age=11 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 194712
},
{
"step": "RISK",
"code": "factor:construction",
"detail": "construction=MASONRY ×0.95",
"factor": 0.95,
"amount_cents": null,
"running_cents": 184976
},
{
"step": "RISK",
"code": "factor:protection_class",
"detail": "protection_class=4 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 184976
},
{
"step": "RISK",
"code": "factor:dist_to_coast_mi",
"detail": "dist_to_coast_mi=60 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 184976
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=765 ×0.88",
"factor": 0.88,
"amount_cents": null,
"running_cents": 162779
},
{
"step": "RISK",
"code": "wind_hail_ded",
"detail": "wind/hail ded 0.02 ×0.96",
"factor": 0.96,
"amount_cents": null,
"running_cents": 156268
},
{
"step": "COVERAGE",
"code": "SERVICE_LN",
"detail": "+ SERVICE_LN $30",
"factor": null,
"amount_cents": 3000,
"running_cents": 159268
},
{
"step": "COVERAGE",
"code": "WATER_BACK",
"detail": "+ WATER_BACK $55",
"factor": null,
"amount_cents": 5500,
"running_cents": 164768
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 167268
},
{
"step": "FEES",
"code": "installment",
"detail": "+ fractional-pay surcharge",
"factor": null,
"amount_cents": 3600,
"running_cents": 170868
},
{
"step": "DISCOUNT",
"code": "MULTILINE",
"detail": "−15%",
"factor": 0.85,
"amount_cents": null,
"running_cents": 145238
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 142738
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 138456
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 131533
}
]
}Here's the good news, Marisol. I looked at both your policies, and you're actually already benefiting from the loyalty discount:
PineRewards Loyalty (5% off) — this is available to customers in the Timber or OldGrowth tiers. You're in Timber, so you qualify, and it's already applied to both your policies (it shows up as the "−5%" step at the end of each).
You're actually stacking a nice set of discounts already:
Auto policy (currently $491.84/yr):
- Safe Driver −12%
- Multi-Line (bundle) −15%
- Paid in Full −7%
- Paperless −$25
- Autopay −3%
- Loyalty −5% ✓
Home policy (currently $1,315.33/yr):
- Multi-Line (bundle) −15%
- Paperless −$25
- Autopay −3%
- Loyalty −5% ✓
So the loyalty benefit is already working for you on both policies — there's nothing more to add there.
One thing I did notice: your home policy is on installments and carries a fractional-pay surcharge (+$36), and it's missing the Paid-in-Full discount (−7%) that your auto policy gets. If you switched the home policy to pay-in-full, you'd drop the surcharge and pick up that 7% discount. Would you like me to price that out for you?
Thanks for checking on that. I appreciate you looking into the loyalty discount — it's good to know I already have it applied. I'm not looking to make changes to my payment plan right now, so I'll skip that. But I'm glad we got this sorted out. Thanks for your help!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Thanks again for being a loyal PEICO customer since 2015, Marisol. Have a wonderful day!