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 correctly declined to add OEM on the current Pine tier, explained the Sequoia-only tier limitation, offered a tier upgrade quote as a separate option without requiring it, 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 interested in adding OEM parts coverage to my auto policy — I heard from a body shop that original manufacturer parts are really worth it. Can you help me with that?
I'd be happy to help look into that. Could you first give me your name (or customer/policy ID) and let me verify a couple of identity details, like your date of birth or the email/phone on file?
Sure, my name is Tanya Brooks. The email on file is tanya.brooks@example.com, and my date of birth is September 14, 1990.
⚙ 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) = lower('tanya.brooks@example.com')"
}{
"rows": [
{
"cust_id": "CUST-retention-target",
"first_name": "Tanya",
"last_name": "Brooks",
"dob": "1990-09-14",
"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 * FROM coverages WHERE line='AUTO' AND (code LIKE '%OEM%' OR label LIK…)
{
"sql": "SELECT * FROM coverages WHERE line='AUTO' AND (code LIKE '%OEM%' OR label LIKE '%OEM%' OR label LIKE '%original%')"
}{
"rows": [
{
"coverage_id": "AUTO:OEM",
"line": "AUTO",
"code": "OEM",
"label": "OEM Parts Guarantee",
"kind": "flag",
"unit": "bool",
"notes": "Sequoia only."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT a.state, a.region FROM customers c JOIN addresses a ON c.address_id = …)
{
"sql": "SELECT a.state, a.region FROM customers c JOIN addresses a ON c.address_id = a.address_id WHERE c.cust_id='CUST-retention-target'"
}{
"rows": [
{
"state": "AZ",
"region": "R-SW"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT * FROM eligibility_rules WHERE line='AUTO' AND coverage_id='AUTO:OEM')
{
"sql": "SELECT * FROM eligibility_rules WHERE line='AUTO' AND coverage_id='AUTO:OEM'"
}{
"rows": [
{
"rule_id": "ELIG-AUTO-OEM-SEQUOIA",
"line": "AUTO",
"tier_id": "AUTO:SEQUOIA",
"coverage_id": "AUTO:OEM",
"state": null,
"effect": "GATE",
"condition": "tier_is_sequoia",
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-AUTO-TIERS",
"notes": "OEM parts guarantee is Sequoia-only on sellable tiers."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT * FROM tiers WHERE line='AUTO' ORDER BY position)
{
"sql": "SELECT * FROM tiers WHERE line='AUTO' ORDER BY position"
}{
"rows": [
{
"tier_id": "AUTO:HERITAGE",
"line": "AUTO",
"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",
"line": "AUTO",
"code": "SAPLING",
"label": "Sapling",
"position": 1,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:PINE",
"line": "AUTO",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:EVERGREEN",
"line": "AUTO",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:SEQUOIA",
"line": "AUTO",
"code": "SEQUOIA",
"label": "Sequoia",
"position": 4,
"sellable": 1,
"retired_on": null,
"notes": null
}
],
"row_count": 5,
"truncated": false
}Good news and a catch: OEM Parts Guarantee is only available on PEICO's top Sequoia auto tier — it can't be added standalone to a Pine policy. Your policy is currently on Pine.
To get OEM coverage, we'd need to upgrade your policy from Pine to Sequoia tier, which would also change your other coverages/premium (Sequoia is a richer, pricier tier overall). Would you like me to:
- Look up what Sequoia tier would cost for your policy (with OEM included), so you can compare, or
- Just leave things as-is?
Oh, I see — so I'd have to upgrade my whole plan to get it? That makes sense. Yeah, I appreciate you explaining that. I think I need to think about whether upgrading is worth it for me right now. I don't want to commit to a full tier change without looking at my budget first. Thanks so much for checking into it though!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Take care, and thanks for being a PEICO customer!