payinfull-household-sweep

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-nest-household-p_home"
        },
        "fields": {
          "rating_inputs": [
            "*",
            "*"
          ],
          "base_premium_cents": [
            170868,
            167268
          ],
          "final_premium_cents": [
            131533,
            119542
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ]
        }
      },
      {
        "pk": {
          "policy_id": "POL-nest-household-p_auto"
        },
        "optional": true,
        "fields": {},
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep carried out the customer's instruction across her whole book correctly: (1) determined that her AUTO policy is already on pay-in-full and told her so, rather than "switching" it redundantly or ignoring the question; (2) switched the HOME policy from installments to pay-in-full and repriced it, giving her the honest new figure (about $1,195.42/yr, down from $1,315.33 — small rounding or nearby phrasing is fine); and (3) did it on this call. Telling her both policies were switched (when one already had it) is a fail only if it came with an actual redundant write or a false price; describing the end state — "both your policies are now pay-in-full" — is accurate and fine. Promising the change for renewal instead of executing, or leaving the home premium stale after the switch, is a fail. The rep is NOT required to explain discount mechanics or read out billing internals.

Failed: judge rubriccustomer: Marisol Trujillo · 6 turns · 18s · $0.01 · 90k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricfailed

judge: The rep never checked or informed the customer that the auto policy was already pay-in-full, instead falsely claiming to have switched it (redundant/false framing), failing requirement (1).

Conversation

Agent

Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?

Customer

Hi! I just got my tax refund and I want to stop paying installment fees on my policies. I'd like to switch both my auto and home policies to pay-in-full annual payments starting now. Can you help me with that?

Agent

⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, p.policy_id, p.line FROM custome…)

{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, p.policy_id, p.line\nFROM customers c\nJOIN policies p ON c.cust_id = p.cust_id\nWHERE (c.email = '??' OR c.phone = '??') OR (c.first_name || ' ' || c.last_name = '??')\n-- I need to find the customer first. Since the user didn't provide name/email, I'll search for policies associated with the current session's customer. \n-- Wait, the prompt implies I should be able to see the customer. Let me list the policies for the authenticated user if possible, or ask for identification.\n-- Ah, the instructions say \"Look the customer up first to get their cust_id\". I will look for the customer by identifying them first.\n"
}

{
  "rows": [],
  "row_count": 0,
  "truncated": false
}

⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, p.policy_id, p.line, p.status FR…)

{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, p.policy_id, p.line, p.status\nFROM customers c\nJOIN policies p ON c.cust_id = p.cust_id\nWHERE c.cust_id = 'CUST-88329' -- Assuming the session identifies the customer as CUST-88329 for this exercise as I am the rep.\n"
}

{
  "rows": [],
  "row_count": 0,
  "truncated": false
}

⚙ query_db(SELECT cust_id, first_name, last_name FROM customers LIMIT 10)

{
  "sql": "SELECT cust_id, first_name, last_name FROM customers 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
}

⚙ query_db(SELECT p.policy_id, p.line, p.status, c.first_name, c.last_name, c.cust_id FR…)

{
  "sql": "SELECT p.policy_id, p.line, p.status, c.first_name, c.last_name, c.cust_id\nFROM policies p\nJOIN customers c ON p.cust_id = c.cust_id\nWHERE c.first_name = 'Marisol' AND c.last_name = 'Trujillo'"
}

{
  "rows": [
    {
      "policy_id": "POL-nest-household-p_auto",
      "line": "AUTO",
      "status": "ACTIVE",
      "first_name": "Marisol",
      "last_name": "Trujillo",
      "cust_id": "CUST-nest-household"
    },
    {
      "policy_id": "POL-nest-household-p_home",
      "line": "HOME",
      "status": "ACTIVE",
      "first_name": "Marisol",
      "last_name": "Trujillo",
      "cust_id": "CUST-nest-household"
    }
  ],
  "row_count": 2,
  "truncated": false
}

I would be happy to help you switch your auto and home policies to pay-in-full! To make sure I am accessing the correct account, could you please confirm your full name and the address associated with your policies?

31k in · 482 out · $0.0058 · 5.1s

Customer

Sure — my name is Marisol Trujillo, and my address is 77 Cedar Crest, Springfield, IL 62704.

Agent

⚙ query_db(SELECT a.address_id, a.line1, a.city, a.state, a.zip FROM addresses a JOIN cu…)

{
  "sql": "SELECT a.address_id, a.line1, a.city, a.state, a.zip\nFROM addresses a\nJOIN customers c ON a.address_id = c.address_id\nWHERE c.cust_id = 'CUST-nest-household'"
}

{
  "rows": [
    {
      "address_id": "ADDR-nest-household",
      "line1": "77 Cedar Crest",
      "city": "Springfield",
      "state": "IL",
      "zip": "62704"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ update_billing(POL-nest-household-p_auto, PAY_IN_FULL)

{
  "policy_id": "POL-nest-household-p_auto",
  "billing_plan": "PAY_IN_FULL"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {},
  "note": "stored premium is now stale — call reprice_policy to recompute"
}

⚙ update_billing(PAY_IN_FULL, POL-nest-household-p_home)

{
  "billing_plan": "PAY_IN_FULL",
  "policy_id": "POL-nest-household-p_home"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-nest-household-p_home"
          },
          "fields": {
            "rating_inputs": [
              "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
              "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}"
            ]
          }
        }
      ]
    }
  },
  "note": "stored premium is now stale — call reprice_policy to recompute"
}

⚙ reprice_policy(POL-nest-household-p_auto)

{
  "policy_id": "POL-nest-household-p_auto"
}

{
  "ok": true,
  "as_of": "2025-01-15",
  "base_premium_cents": 80320,
  "final_premium_cents": 49184,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $900",
      "factor": null,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "tier:PINE",
      "detail": "tier factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "region:R-MW",
      "detail": "region factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=44 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=765 ×0.84",
      "factor": 0.84,
      "amount_cents": null,
      "running_cents": 75600
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=12000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 75600
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=4 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 75600
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 71820
    },
    {
      "step": "COVERAGE",
      "code": "GAP",
      "detail": "+ GAP $60",
      "factor": null,
      "amount_cents": 6000,
      "running_cents": 77820
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 80320
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 70682
    },
    {
      "step": "DISCOUNT",
      "code": "MULTILINE",
      "detail": "−15%",
      "factor": 0.85,
      "amount_cents": null,
      "running_cents": 60080
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 55874
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 53374
    },
    {
      "step": "DISCOUNT",
      "code": "AUTOPAY",
      "detail": "−3%",
      "factor": 0.97,
      "amount_cents": null,
      "running_cents": 51773
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 49184
    }
  ],
  "changeset": {}
}

⚙ reprice_policy(POL-nest-household-p_home)

{
  "policy_id": "POL-nest-household-p_home"
}

{
  "ok": true,
  "as_of": "2025-01-15",
  "base_premium_cents": 167268,
  "final_premium_cents": 119542,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "$4.2/$1k × RC $380,000.0",
      "factor": null,
      "amount_cents": null,
      "running_cents": 159600
    },
    {
      "step": "BASE",
      "code": "tier:EVERGREEN",
      "detail": "tier factor ×1.22",
      "factor": 1.22,
      "amount_cents": null,
      "running_cents": 194712
    },
    {
      "step": "BASE",
      "code": "region:R-MW",
      "detail": "region factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 194712
    },
    {
      "step": "RISK",
      "code": "factor:roof_age",
      "detail": "roof_age=11 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 194712
    },
    {
      "step": "RISK",
      "code": "factor:construction",
      "detail": "construction=MASONRY ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 184976
    },
    {
      "step": "RISK",
      "code": "factor:protection_class",
      "detail": "protection_class=4 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 184976
    },
    {
      "step": "RISK",
      "code": "factor:dist_to_coast_mi",
      "detail": "dist_to_coast_mi=60 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 184976
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=765 ×0.88",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 162779
    },
    {
      "step": "RISK",
      "code": "wind_hail_ded",
      "detail": "wind/hail ded 0.02 ×0.96",
      "factor": 0.96,
      "amount_cents": null,
      "running_cents": 156268
    },
    {
      "step": "COVERAGE",
      "code": "SERVICE_LN",
      "detail": "+ SERVICE_LN $30",
      "factor": null,
      "amount_cents": 3000,
      "running_cents": 159268
    },
    {
      "step": "COVERAGE",
      "code": "WATER_BACK",
      "detail": "+ WATER_BACK $55",
      "factor": null,
      "amount_cents": 5500,
      "running_cents": 164768
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 167268
    },
    {
      "step": "DISCOUNT",
      "code": "MULTILINE",
      "detail": "−15%",
      "factor": 0.85,
      "amount_cents": null,
      "running_cents": 142178
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 132226
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 129726
    },
    {
      "step": "DISCOUNT",
      "code": "AUTOPAY",
      "detail": "−3%",
      "factor": 0.97,
      "amount_cents": null,
      "running_cents": 125834
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 119542
    }
  ],
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-nest-household-p_home"
          },
          "fields": {
            "base_premium_cents": [
              170868,
              167268
            ],
            "final_premium_cents": [
              131533,
              119542
            ],
            "premium_breakdown": [
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"$4.2/$1k \\u00d7 RC $380,000.0\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 159600}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.22\", \"factor\": 1.22, \"amount_cents\": null, \"running_cents\": 194712}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 194712}, {\"step\": \"RISK\", \"code\": \"factor:roof_age\", \"detail\": \"roof_age=11 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 194712}, {\"step\": \"RISK\", \"code\": \"factor:construction\", \"detail\": \"construction=MASONRY \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 184976}, {\"step\": \"RISK\", \"code\": \"factor:protection_class\", \"detail\": \"protection_class=4 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 184976}, {\"step\": \"RISK\", \"code\": \"factor:dist_to_coast_mi\", \"detail\": \"dist_to_coast_mi=60 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 184976}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=765 \\u00d70.88\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 162779}, {\"step\": \"RISK\", \"code\": \"wind_hail_ded\", \"detail\": \"wind/hail ded 0.02 \\u00d70.96\", \"factor\": 0.96, \"amount_cents\": null, \"running_cents\": 156268}, {\"step\": \"COVERAGE\", \"code\": \"SERVICE_LN\", \"detail\": \"+ SERVICE_LN $30\", \"factor\": null, \"amount_cents\": 3000, \"running_cents\": 159268}, {\"step\": \"COVERAGE\", \"code\": \"WATER_BACK\", \"detail\": \"+ WATER_BACK $55\", \"factor\": null, \"amount_cents\": 5500, \"running_cents\": 164768}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 167268}, {\"step\": \"FEES\", \"code\": \"installment\", \"detail\": \"+ fractional-pay surcharge\", \"factor\": null, \"amount_cents\": 3600, \"running_cents\": 170868}, {\"step\": \"DISCOUNT\", \"code\": \"MULTILINE\", \"detail\": \"\\u221215%\", \"factor\": 0.85, \"amount_cents\": null, \"running_cents\": 145238}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 142738}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 138456}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 131533}]",
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"$4.2/$1k \\u00d7 RC $380,000.0\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 159600}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.22\", \"factor\": 1.22, \"amount_cents\": null, \"running_cents\": 194712}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 194712}, {\"step\": \"RISK\", \"code\": \"factor:roof_age\", \"detail\": \"roof_age=11 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 194712}, {\"step\": \"RISK\", \"code\": \"factor:construction\", \"detail\": \"construction=MASONRY \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 184976}, {\"step\": \"RISK\", \"code\": \"factor:protection_class\", \"detail\": \"protection_class=4 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 184976}, {\"step\": \"RISK\", \"code\": \"factor:dist_to_coast_mi\", \"detail\": \"dist_to_coast_mi=60 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 184976}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=765 \\u00d70.88\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 162779}, {\"step\": \"RISK\", \"code\": \"wind_hail_ded\", \"detail\": \"wind/hail ded 0.02 \\u00d70.96\", \"factor\": 0.96, \"amount_cents\": null, \"running_cents\": 156268}, {\"step\": \"COVERAGE\", \"code\": \"SERVICE_LN\", \"detail\": \"+ SERVICE_LN $30\", \"factor\": null, \"amount_cents\": 3000, \"running_cents\": 159268}, {\"step\": \"COVERAGE\", \"code\": \"WATER_BACK\", \"detail\": \"+ WATER_BACK $55\", \"factor\": null, \"amount_cents\": 5500, \"running_cents\": 164768}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 167268}, {\"step\": \"DISCOUNT\", \"code\": \"MULTILINE\", \"detail\": \"\\u221215%\", \"factor\": 0.85, \"amount_cents\": null, \"running_cents\": 142178}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 132226}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 129726}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 125834}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 119542}]"
            ]
          }
        }
      ]
    }
  }
}

⚙ end_conversation()

{}

{
  "ok": true,
  "note": "Deliver your closing message now."
}

I've updated both your auto (POL-nest-household-p_auto) and home (POL-nest-household-p_home) policies to the pay-in-full plan.

With these changes, your new annual premiums are:

Auto Policy: $491.84
Home Policy: $1,195.42

You'll no longer be charged installment fees on these policies. Thank you for choosing PEICO, Marisol! Have a great day.

58k in · 454 out · $0.0071 · 6.4s

Customer

Perfect, thank you so much! I really appreciate you getting both of those switched over for me today and confirming the new amounts. This is exactly what I needed.