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 identified OEM is only available on Sequoia tier, declined to add it to the current Pine tier, explained the limitation clearly, and did not claim to add or imply OEM was applied.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! Thanks for picking up. So I took my car to a body shop recently and they mentioned something called an "OEM parts guarantee" — where repairs use original manufacturer parts instead of aftermarket ones. I'm interested in adding that to my auto policy. Can you help me with that?
⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, p.policy_id FROM customers c J…)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name, p.policy_id \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",
"first_name": "Marisol",
"last_name": "Trujillo",
"policy_id": "POL-nest-household-p_auto"
},
{
"cust_id": "CUST-heritage-auto",
"first_name": "Walter",
"last_name": "Pennington",
"policy_id": "POL-heritage-auto-p_auto"
},
{
"cust_id": "CUST-ca-masked-auto",
"first_name": "Priya",
"last_name": "Anand",
"policy_id": "POL-ca-masked-auto-p_auto"
},
{
"cust_id": "CUST-legacy-mismatch",
"first_name": "Raymond",
"last_name": "Castillo",
"policy_id": "POL-legacy-mismatch-p_auto"
},
{
"cust_id": "CUST-ne-auto-pref",
"first_name": "Eleanor",
"last_name": "Whitfield",
"policy_id": "POL-ne-auto-pref-p_auto"
},
{
"cust_id": "CUST-se-auto-pref",
"first_name": "Travis",
"last_name": "Boudreaux",
"policy_id": "POL-se-auto-pref-p_auto"
},
{
"cust_id": "CUST-retention-target",
"first_name": "Tanya",
"last_name": "Brooks",
"policy_id": "POL-retention-target-p_auto"
},
{
"cust_id": "CUST-loyalty-oldgrowth",
"first_name": "Harold",
"last_name": "Nyberg",
"policy_id": "POL-loyalty-oldgrowth-p_auto"
},
{
"cust_id": "CUST-umbrella-plus",
"first_name": "Vincent",
"last_name": "Okonkwo",
"policy_id": "POL-umbrella-plus-p_auto"
}
],
"row_count": 9,
"truncated": false
}⚙ search_kb(OEM parts guarantee)
{
"query": "OEM parts guarantee"
}{
"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-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-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-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…"
}
]
}⚙ query_db(SELECT policy_id, tier_id FROM policies WHERE cust_id = 'CUST-heritage-auto')
{
"sql": "SELECT policy_id, tier_id FROM policies WHERE cust_id = 'CUST-heritage-auto'"
}{
"rows": [
{
"policy_id": "POL-heritage-auto-p_auto",
"tier_id": "AUTO:HERITAGE"
}
],
"row_count": 1,
"truncated": false
}I'd be happy to check that for you! Before we look at adding an OEM (Original Equipment Manufacturer) parts guarantee, I'll need to pull up your account.
Could you please confirm your full name and the address or phone number we have on file for your policy?
Sure, my name is Tanya Brooks. The email we have on file is tanya.brooks@example.com. I'm in Phoenix, Arizona if that helps.
⚙ query_db(SELECT cust_id FROM customers WHERE first_name = 'Tanya' AND last_name = 'Bro…)
{
"sql": "SELECT cust_id FROM customers WHERE first_name = 'Tanya' AND last_name = 'Brooks' AND email = 'tanya.brooks@example.com'"
}{
"rows": [
{
"cust_id": "CUST-retention-target"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, tier_id FROM policies WHERE cust_id = 'CUST-retention-targe…)
{
"sql": "SELECT policy_id, tier_id FROM policies WHERE cust_id = 'CUST-retention-target' AND line = 'AUTO'"
}{
"rows": [
{
"policy_id": "POL-retention-target-p_auto",
"tier_id": "AUTO:PINE"
}
],
"row_count": 1,
"truncated": false
}Thanks, Tanya. I've located your account and auto policy (ending in -p_auto).
Regarding the "OEM parts guarantee," that coverage—which we list under the code OEM—is specifically available as a feature of our Sequoia tier for auto policies.
Currently, your policy is in our Pine tier. To add the OEM parts coverage, we would need to move your policy to the Sequoia tier. I can certainly look into what that change would involve for your premium if you'd like.
Would you like me to get a quote for moving your policy to the Sequoia tier so you can see the difference?
Oh, I see. So it's not something I can just add on top of what I have now — I'd have to upgrade my whole plan to get it?
That's correct. In our current system, the OEM coverage is only available as part of the Sequoia tier package. Because it's integrated into that specific tier, it isn't available as a standalone add-on for the Pine tier.
If you're interested, I can run a quote to see exactly how much that upgrade to the Sequoia tier would adjust your current premium. Would you like me to do that for you?
No, that's okay. I appreciate you explaining that. I'll think about whether upgrading makes sense for me, but I don't need a quote right now. Thanks for looking into it!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You're very welcome, Tanya! I completely understand. It's always best to weigh those options carefully. Should you decide later that the Sequoia tier is the right fit for you, feel free to reach back out—I'll be here to help.
Thanks for choosing PEICO, and have a great day!