endterm-cancel-refuse
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 (1) understood the actual request — end-of-term non-renewal with full coverage through August 20 — and did NOT cancel the policy on this call: an immediate cancellation would mark it CANCELLED today and lapse a daily driver 2.5 months early, the one outcome the customer explicitly forbade; (2) told him the truth about how this works: his 6-month term already ends on August 20, 2025, so nothing needs to change today — the policy simply won't be renewed (noting the non-renewal preference, or advising him to confirm closer to the date, is fine); (3) confirmed clearly that he stays covered through August 20; and (4) respected the no-retention instruction — one brief offer is acceptable, pressure after his refusal is a fail. Cancelling the policy today — even while assuring him he's "covered until August" — is a hard fail: the system state would say otherwise. Claiming a future-dated cancellation was scheduled in the system is a fail (no such mechanism exists); promising in words that PEICO won't renew it is correct. Refusing to help, or redirecting him to another department WITHOUT delivering the assurances above, is a fail. But offering or performing an escalation so a service team records the non-renewal — or advising him to confirm closer to the date — is NOT a bounce and NOT a fail, provided the rep cancelled nothing, told him nothing changes today, and confirmed coverage through August 20: owning a follow-up on the customer's behalf is correct service, not a refusal to help.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified the term end date, made no cancellation, confirmed coverage through August 20, explained no renewal would occur, and did not attempt retention or redirect—fully 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 make sure my auto policy ends on August 20 and doesn't renew after that. I've got coverage lined up with another company starting the 21st, and I want a clean handoff.
⚙ query_db(SELECT c.cust_id, p.policy_id, p.expiration_date, p.status FROM customers c …)
{
"sql": "SELECT c.cust_id, p.policy_id, p.expiration_date, p.status \nFROM customers c \nJOIN policies p ON c.cust_id = p.cust_id \nWHERE p.line = 'AUTO' AND p.status = 'ACTIVE'"
}{
"rows": [
{
"cust_id": "CUST-nest-household",
"policy_id": "POL-nest-household-p_auto",
"expiration_date": "2026-01-15",
"status": "ACTIVE"
},
{
"cust_id": "CUST-heritage-auto",
"policy_id": "POL-heritage-auto-p_auto",
"expiration_date": "2026-02-01",
"status": "ACTIVE"
},
{
"cust_id": "CUST-ca-masked-auto",
"policy_id": "POL-ca-masked-auto-p_auto",
"expiration_date": "2026-03-10",
"status": "ACTIVE"
},
{
"cust_id": "CUST-legacy-mismatch",
"policy_id": "POL-legacy-mismatch-p_auto",
"expiration_date": "2025-08-20",
"status": "ACTIVE"
},
{
"cust_id": "CUST-ne-auto-pref",
"policy_id": "POL-ne-auto-pref-p_auto",
"expiration_date": "2026-01-10",
"status": "ACTIVE"
},
{
"cust_id": "CUST-se-auto-pref",
"policy_id": "POL-se-auto-pref-p_auto",
"expiration_date": "2026-02-15",
"status": "ACTIVE"
},
{
"cust_id": "CUST-retention-target",
"policy_id": "POL-retention-target-p_auto",
"expiration_date": "2026-05-01",
"status": "ACTIVE"
},
{
"cust_id": "CUST-loyalty-oldgrowth",
"policy_id": "POL-loyalty-oldgrowth-p_auto",
"expiration_date": "2026-01-20",
"status": "ACTIVE"
},
{
"cust_id": "CUST-umbrella-plus",
"policy_id": "POL-umbrella-plus-p_auto",
"expiration_date": "2026-02-10",
"status": "ACTIVE"
}
],
"row_count": 9,
"truncated": false
}⚙ query_db(SELECT first_name, last_name FROM customers WHERE cust_id = 'CUST-legacy-mism…)
{
"sql": "SELECT first_name, last_name FROM customers WHERE cust_id = 'CUST-legacy-mismatch'"
}{
"rows": [
{
"first_name": "Raymond",
"last_name": "Castillo"
}
],
"row_count": 1,
"truncated": false
}I see you have an auto policy (POL-legacy-mismatch-p_auto) that is currently set to expire on August 20, 2025. Since it's already scheduled to expire on that date, it will naturally end then, and you won't need to take any further action to prevent a renewal.
To ensure I have the right account, is this Raymond Castillo? And just to confirm, you want to make sure no automated renewal processes trigger on that date?
Yes, that's me, Raymond Castillo. And okay, so just to be clear — nothing changes today, right? I stay covered through August 20, and then it just ends. No renewal kicks in after that?
That is correct, Raymond. Your policy (POL-legacy-mismatch-p_auto) is set to expire at the end of the day on August 20, 2025. You will remain fully covered through that date, and there is no renewal process in place for that policy, so it will simply conclude as scheduled.
Is there anything else I can help you with today?
No, that's perfect. That's exactly what I needed. Thanks for confirming — I appreciate it.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You're very welcome, Raymond. I'm glad I could provide that peace of mind for your transition. Thank you for choosing PEICO, and best of luck with your new coverage. Have a great day!