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.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep verified identity (name/email), confirmed clear cancellation intent with only one brief mention of nothing blocking it (no repeated retention pressure), stated the policy was cancelled, and on the refund question avoided inventing a specific figure, instead routing to billing—all satisfying the rubric.
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 my auto policy — I sold my car yesterday and I'm going car-free, so I don't need coverage anymore.
I can help with that. Could you tell me your name or customer ID, and if you know it, the policy number for the auto policy you'd like to cancel? That'll let me pull up your account and make sure cancelling it won't affect anything else you have with us (like a bundle or umbrella policy).
Sure. I'm Priya Anand, and my email on file is priya.anand@example.com. I don't have my policy number handy, but that should be enough to find me.
⚙ 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 email = 'priya.anand@example.com'"
}{
"rows": [
{
"cust_id": "CUST-ca-masked-auto",
"first_name": "Priya",
"last_name": "Anand",
"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, und…)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date, underlying_policy_id, bundle_id, final_premium_cents 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",
"underlying_policy_id": null,
"bundle_id": null,
"final_premium_cents": 147023
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, status, underlying_policy_id FROM policies WHERE unde…)
{
"sql": "SELECT policy_id, line, status, underlying_policy_id FROM policies WHERE underlying_policy_id = 'POL-ca-masked-auto-p_auto'"
}{
"rows": [],
"row_count": 0,
"truncated": false
}I found it — policy POL-ca-masked-auto-p_auto, your AUTO policy (currently ACTIVE, tier AUTO:EVERGREEN, running through 2026-03-10). Good news: nothing else on your account (no umbrella or bundle) depends on this policy, so it's clear to cancel on its own.
Just to confirm before I proceed: you'd like me to cancel this auto policy effective now, correct? Note that cancelling doesn't automatically calculate any refund — if you're due one for the unused term, that would be handled separately (let me know if you want me to check on that).
Yes, cancel it effective now, please. And yeah, if there's a refund coming for the unused months, I'd appreciate knowing about that — but go ahead and process the cancellation first.
⚙ 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"
]
}
}
]
}
}
}⚙ search_kb(cancellation refund proration)
{
"query": "cancellation refund proration"
}{
"results": [
{
"doc_id": "KB-DISC-FREELOOK",
"title": "Free-look period",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"LIFE_T\", \"LIFE_W\", \"HLTH\"]}",
"snippet": "The customer may cancel within the **free-look period** (30 days for life, 10 days\nfor supplemental health) after policy delivery for a full refund of premium paid.\nThe period and refund right must be disclosed at bind and recorded.\n"
}
]
}⚙ search_kb(mid-term cancellation refund auto policy)
{
"query": "mid-term cancellation refund auto policy"
}{
"results": [
{
"doc_id": "KB-UMBR-UNDERLYING",
"title": "Umbrella requires an underlying policy",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"UMBR\"]}",
"snippet": "A Personal Umbrella cannot be bound unless the household has an in-force underlying\n**AUTO or HOME** policy meeting minimum liability limits. Cancelling the last\nqualifying underlying policy puts the umbrella out of compliance.\n"
},
{
"doc_id": "KB-LEGACY-XWALK",
"title": "Reading an EVERGREEN plan code (legacy → CANOPY)",
"category": "HOWTO",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "PEICO is migrating from the legacy **EVERGREEN** mainframe to **CANOPY**. An\nEVERGREEN auto policy is stored as one **plan code** `A<class><gen>` (class\nB=Basic, S=Standard, P=Preferred). A plan code does NOT map to a CANOPY tier on\nits own…"
},
{
"doc_id": "KB-CONDO-MASTER",
"title": "Condo loss assessment & the HOA master policy",
"category": "POLICY",
"applies_to": "{\"lines\": [\"CONDO\"]}",
"snippet": "Loss Assessment coverage responds to charges levied by the HOA. Its adequacy\ndepends on the **master-policy deductible**; record that deductible so the limit\nis set correctly.\n"
},
{
"doc_id": "KB-DISC-FREELOOK",
"title": "Free-look period",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"LIFE_T\", \"LIFE_W\", \"HLTH\"]}",
"snippet": "The customer may cancel within the **free-look period** (30 days for life, 10 days\nfor supplemental health) after policy delivery for a full refund of premium paid.\nThe period and refund right must be disclosed at bind and recorded.\n"
},
{
"doc_id": "KB-GLOSSARY-AUTO",
"title": "Auto coverage codes, decoded",
"category": "GLOSSARY",
"applies_to": "{\"lines\": [\"AUTO\", \"MOTO\", \"RV\", \"BOAT\", \"CLSC\"]}",
"snippet": "EVERGREEN stores auto coverages under terse codes. Plain-language meanings:\n- **BI** — Bodily Injury liability (per-person / per-accident).\n- **PD** — Property Damage liability.\n- **UM/UIM** (`UMUIM`) — Uninsured / Underinsured Motorist.\n- …"
},
{
"doc_id": "KB-AUTO-TIERS",
"title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
"category": "POLICY",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "Tiers bundle coverages. Higher tiers raise liability limits, lower deductibles,\nand add coverages: **MED** and **RENT_REIMB** appear at Evergreen and above;\n**OEM** is Sequoia-only; **ROAD** is included at Sequoia (an add-on below it).\n"
},
{
"doc_id": "KB-NE-MIN-LIMITS",
"title": "NY/NJ minimum auto liability limits",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"NY\", \"NJ\"]}",
"snippet": "New York and New Jersey mandate minimum BI/PD limits above the Sapling tier's\nlimits, so **Sapling auto is not sellable** in those states — quote Pine or higher.\n"
},
{
"doc_id": "KB-CA-RATING",
"title": "CA: prohibited auto rating factors",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"CA\"]}",
"snippet": "California auto rating **may not use credit-based insurance score or gender**. The\ncredit component of `peico_risk` is zeroed for CA risks; the rating engine branches\non state accordingly.\n"
}
]
}⚙ search_kb(refund unused premium)
{
"query": "refund unused premium"
}{
"results": [
{
"doc_id": "KB-DISC-FREELOOK",
"title": "Free-look period",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"LIFE_T\", \"LIFE_W\", \"HLTH\"]}",
"snippet": "The customer may cancel within the **free-look period** (30 days for life, 10 days\nfor supplemental health) after policy delivery for a full refund of premium paid.\nThe period and refund right must be disclosed at bind and recorded.\n"
},
{
"doc_id": "KB-LOYALTY-AUTHORITY",
"title": "PineRewards points: what a service rep may post",
"category": "POLICY",
"applies_to": "{\"lines\": \"ALL\"}",
"snippet": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten witho…"
},
{
"doc_id": "KB-PROMO-WELCOME15",
"title": "WELCOME15 terms",
"category": "PROMO",
"applies_to": "{\"lines\": \"ALL\"}",
"snippet": "15% off a NEW customer's FIRST policy. Cap $300; min premium $200. Not for existing customers or second policies."
},
{
"doc_id": "KB-PROMO-PINEBUNDLE",
"title": "PINEBUNDLE terms",
"category": "PROMO",
"applies_to": "{\"lines\": [\"AUTO\", \"HOME\"]}",
"snippet": "10% off when the household has >=2 active lines. Cap $500; min premium $250. Stacks with the multi-line discount."
},
{
"doc_id": "KB-PROMO-COASTALSHIELD",
"title": "COASTALSHIELD terms",
"category": "PROMO",
"applies_to": "{\"lines\": [\"HOME\", \"CONDO\"], \"states\": [\"FL\", \"GA\", \"NC\"]}",
"snippet": "$120 wind-resilience credit for Southeast home/condo policies. Cap $120; min premium $600."
}
]
}⚙ query_db(SELECT payment_id, due, paid_on, amount_cents, status FROM payments WHERE pol…)
{
"sql": "SELECT payment_id, due, paid_on, amount_cents, status FROM payments WHERE policy_id = 'POL-ca-masked-auto-p_auto' ORDER BY due"
}{
"rows": [
{
"payment_id": "PMT-POL-ca-masked-auto-p_auto-0",
"due": "2025-03-10",
"paid_on": "2025-03-10",
"amount_cents": 12252,
"status": "LATE"
},
{
"payment_id": "PMT-POL-ca-masked-auto-p_auto-1",
"due": "2025-04-10",
"paid_on": null,
"amount_cents": 12252,
"status": "SCHEDULED"
}
],
"row_count": 2,
"truncated": false
}Your auto policy POL-ca-masked-auto-p_auto has been cancelled. ✅
On the refund question — I checked, and I don't see a specific pro-rata refund calculation tool on my end for auto cancellations (unlike life/health, which have a defined free-look refund, auto cancellations here aren't automatically prorated by this system). Here's what I can tell you from your billing history:
- You paid $122.52 on 2025-03-10 (covering the policy from 3/10 through roughly 4/10).
- A second installment of $122.52 was scheduled for 2025-04-10, but shows as not yet paid.
Since you're cancelling as of today (2025-06-01), any refund for unused time from your last paid period would need to be calculated by our billing/accounting team based on the exact days remaining — that's outside what I can process directly here. I'd recommend contacting billing support to get the exact prorated refund figured and issued; I don't want to quote you a number without their proration engine confirming it.
Is there anything else I can help you with today?
No, that's helpful — I'll reach out to billing if needed. Thanks for getting the cancellation done.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Take care!