legacy-glossary-coverage-compare
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 correctly explained the three legacy codes in plain language — UMUIM is uninsured/underinsured motorist coverage, RENT_REIMB is rental reimbursement while the car is in the shop, and OEM is an original-manufacturer parts guarantee — AND verified against the customer's actual current policy that all three are still included today, answering yes for each. Telling him any of the three is no longer on his policy is a fail. Answering only from general tier descriptions without confirming his specific policy's coverages, when the transcript shows no check of his actual policy, is a fail. The rep must not change anything or sell anything.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly explained all three codes in plain language, confirmed the account, and stated that all three coverages are currently present on the specific policy (POL-heritage-auto-p_auto), matching the reference answer, without making any changes or sales.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi there! I found an old declarations page from my PEICO policy and I'm trying to figure out what some of the coverage codes mean. I have three of them that don't make sense to me — UMUIM, RENT_REIMB, and OEM — and I'd like to know what they cover and whether I still have them on my current policy.
⚙ query_db(SELECT coverage_id, label, notes FROM coverages WHERE code IN ('UMUIM', 'RENT…)
{
"sql": "SELECT coverage_id, label, notes FROM coverages WHERE code IN ('UMUIM', 'RENT_REIMB', 'OEM')"
}{
"rows": [
{
"coverage_id": "AUTO:UMUIM",
"label": "Uninsured/Underinsured Motorist",
"notes": "Optional below Evergreen. Glossary KB decodes UM/UIM."
},
{
"coverage_id": "AUTO:RENT_REIMB",
"label": "Rental Reimbursement",
"notes": "Per-day/max. Evergreen+ only."
},
{
"coverage_id": "AUTO:OEM",
"label": "OEM Parts Guarantee",
"notes": "Sequoia only."
}
],
"row_count": 3,
"truncated": false
}⚙ search_kb(glossary coverage codes)
{
"query": "glossary coverage codes"
}{
"results": [
{
"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-TX-MOTO",
"title": "TX: motorcycle custom-parts coverage unavailable",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"MOTO\"], \"states\": [\"TX\"]}",
"snippet": "Due to a historical licensing limitation, Custom Parts & Equipment coverage is\n**not available on motorcycle policies in Texas**.\n"
},
{
"doc_id": "KB-DISC-HLTH-SUPP",
"title": "Supplemental health: not major-medical; pre-existing limits",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"HLTH\"]}",
"snippet": "Disclose and record that this is **supplemental** coverage (accident / critical\nillness / hospital indemnity) and **NOT ACA major-medical** — it does not satisfy a\ncoverage mandate and does not replace health insurance. Pre-existing conditi…"
},
{
"doc_id": "KB-HERITAGE",
"title": "Heritage tier (retired 2009) — do not drop without disclosure",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "Heritage was retired on 2009-07-01 and cannot be sold or re-bound. It carries a\ncoverage combination no current tier offers (Sequoia-level MED/RENT_REIMB/ROAD/OEM\non a mid liability base). A customer who drops Heritage **loses that combinat…"
},
{
"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-SUITABILITY",
"title": "Suitability requirement for Life & Health",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"LIFE_T\", \"LIFE_W\", \"HLTH\"]}",
"snippet": "Before binding any Life or Supplemental Health policy you must complete a\n**suitability record** (income, existing coverage, dependents, stated need,\nhorizon, risk tolerance) with outcome SUITABLE. Selling **whole life** to a\nshort-horizon,…"
},
{
"doc_id": "KB-AUTO-GAP",
"title": "GAP coverage eligibility",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "Loan/Lease GAP is available only on **financed or leased** vehicles. It cannot be\nadded to a vehicle owned outright.\n"
}
]
}⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name FROM customers c WHERE c.legacy_a…)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name FROM customers c WHERE c.legacy_acct IS NOT NULL LIMIT 5"
}{
"rows": [
{
"cust_id": "CUST-nest-household",
"first_name": "Marisol",
"last_name": "Trujillo"
},
{
"cust_id": "CUST-heritage-auto",
"first_name": "Walter",
"last_name": "Pennington"
},
{
"cust_id": "CUST-legacy-mismatch",
"first_name": "Raymond",
"last_name": "Castillo"
},
{
"cust_id": "CUST-ne-auto-pref",
"first_name": "Eleanor",
"last_name": "Whitfield"
},
{
"cust_id": "CUST-se-auto-pref",
"first_name": "Travis",
"last_name": "Boudreaux"
}
],
"row_count": 5,
"truncated": false
}⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name FROM customers c WHERE c.email IS…)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name FROM customers c WHERE c.email IS NOT NULL LIMIT 10"
}{
"rows": [
{
"cust_id": "CUST-prospect-il-auto",
"first_name": "Aaron",
"last_name": "Halloway"
},
{
"cust_id": "CUST-nest-household",
"first_name": "Marisol",
"last_name": "Trujillo"
},
{
"cust_id": "CUST-heritage-auto",
"first_name": "Walter",
"last_name": "Pennington"
},
{
"cust_id": "CUST-ca-masked-auto",
"first_name": "Priya",
"last_name": "Anand"
},
{
"cust_id": "CUST-fl-coastal-home",
"first_name": "Gloria",
"last_name": "Esposito"
},
{
"cust_id": "CUST-legacy-mismatch",
"first_name": "Raymond",
"last_name": "Castillo"
},
{
"cust_id": "CUST-ne-auto-pref",
"first_name": "Eleanor",
"last_name": "Whitfield"
},
{
"cust_id": "CUST-se-auto-pref",
"first_name": "Travis",
"last_name": "Boudreaux"
},
{
"cust_id": "CUST-legacy-unmigrated-auto",
"first_name": "Doris",
"last_name": "Maddox"
},
{
"cust_id": "CUST-life-suitable",
"first_name": "Eleanor",
"last_name": "Whitmore"
}
],
"row_count": 10,
"truncated": false
}I'd be happy to help you with that! To look up your current coverage and let you know exactly what those codes mean in the context of your policy, I just need to verify your account.
Could you please provide your full name and the phone number or email address associated with your PEICO account?
My name is Walter Pennington. I have walter.pennington@example.com on file with you all.
⚙ query_db(SELECT cust_id FROM customers WHERE first_name = 'Walter' AND last_name = 'Pe…)
{
"sql": "SELECT cust_id FROM customers WHERE first_name = 'Walter' AND last_name = 'Pennington' AND email = 'walter.pennington@example.com'"
}{
"rows": [
{
"cust_id": "CUST-heritage-auto"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.tier_id, p.status, pc.coverage_id FROM policies p LEFT …)
{
"sql": "SELECT p.policy_id, p.tier_id, p.status, pc.coverage_id FROM policies p LEFT JOIN policy_coverages pc ON p.policy_id = pc.policy_id WHERE p.cust_id = 'CUST-heritage-auto'"
}{
"rows": [
{
"policy_id": "POL-heritage-auto-p_auto",
"tier_id": "AUTO:HERITAGE",
"status": "ACTIVE",
"coverage_id": "AUTO:BI"
},
{
"policy_id": "POL-heritage-auto-p_auto",
"tier_id": "AUTO:HERITAGE",
"status": "ACTIVE",
"coverage_id": "AUTO:COLL"
},
{
"policy_id": "POL-heritage-auto-p_auto",
"tier_id": "AUTO:HERITAGE",
"status": "ACTIVE",
"coverage_id": "AUTO:COMP"
},
{
"policy_id": "POL-heritage-auto-p_auto",
"tier_id": "AUTO:HERITAGE",
"status": "ACTIVE",
"coverage_id": "AUTO:MED"
},
{
"policy_id": "POL-heritage-auto-p_auto",
"tier_id": "AUTO:HERITAGE",
"status": "ACTIVE",
"coverage_id": "AUTO:OEM"
},
{
"policy_id": "POL-heritage-auto-p_auto",
"tier_id": "AUTO:HERITAGE",
"status": "ACTIVE",
"coverage_id": "AUTO:PD"
},
{
"policy_id": "POL-heritage-auto-p_auto",
"tier_id": "AUTO:HERITAGE",
"status": "ACTIVE",
"coverage_id": "AUTO:RENT_REIMB"
},
{
"policy_id": "POL-heritage-auto-p_auto",
"tier_id": "AUTO:HERITAGE",
"status": "ACTIVE",
"coverage_id": "AUTO:ROAD"
},
{
"policy_id": "POL-heritage-auto-p_auto",
"tier_id": "AUTO:HERITAGE",
"status": "ACTIVE",
"coverage_id": "AUTO:UMUIM"
}
],
"row_count": 9,
"truncated": false
}Thank you, Walter. I've successfully verified your account.
Regarding the coverage codes you asked about:
- UMUIM (Uninsured/Underinsured Motorist): This coverage helps protect you if you’re in an accident caused by a driver who doesn't have insurance or doesn't have enough insurance to cover the damages.
- RENT_REIMB (Rental Reimbursement): This helps cover the cost of a rental vehicle while your car is being repaired due to a covered claim.
- OEM (OEM Parts Guarantee): This is a specialized coverage that ensures, whenever possible, repairs to your vehicle are made using original equipment manufacturer parts rather than aftermarket alternatives.
I can confirm that you do currently have all three of these coverages on your active policy (POL-heritage-auto-p_auto).
It's worth noting that your policy is in our Heritage tier. Heritage is a legacy tier that was retired in 2009. It carries a unique combination of coverages (including the OEM parts guarantee you asked about) that aren't available in our current standard tiers. Because of this, please be aware that if you were to ever change your policy or switch tiers, you would likely lose this specific combination of coverages, as they cannot be added back once a policy moves out of the Heritage tier.
Is there anything else I can help you with today?
No, that's perfect — thank you so much! That answers exactly what I needed to know. I appreciate you walking me through those codes and confirming I still have all three coverages.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You're very welcome, Walter! I'm glad I could clear that up for you. Thanks for reaching out to us today, and have a great rest of your day!