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.

Failed: judge rubriccustomer: Tanya Brooks · 4 turns · 111s · $0.50 · 616k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricfailed

judge: The transcript ends before the rep looks up the account or discusses tier eligibility with the customer, so the rep never actually determined or communicated that OEM cannot be added due to the Pine tier, failing the rubric's core requirement.

Conversation

Agent

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

Customer

Hi! Thanks for picking up. I was talking to a body shop about getting some work done on my car, and they mentioned OEM parts — like original manufacturer parts for repairs. I'd like to add that guarantee to my policy if possible.

Agent

⚙ search_kb(OEM)

{
  "query": "OEM"
}

{
  "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-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 * FROM coverages WHERE code LIKE '%OEM%' OR label LIKE '%OEM%' OR note…)

{
  "sql": "SELECT * FROM coverages WHERE code LIKE '%OEM%' OR label LIKE '%OEM%' OR notes LIKE '%OEM%'"
}

{
  "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
}

⚙ get_doc(KB-AUTO-TIERS)

{
  "doc_id": "KB-AUTO-TIERS"
}

{
  "doc_id": "KB-AUTO-TIERS",
  "title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
  "category": "POLICY",
  "applies_to": "{\"lines\": [\"AUTO\"]}",
  "body_md": "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"
}

⚙ get_doc(KB-HERITAGE)

{
  "doc_id": "KB-HERITAGE"
}

{
  "doc_id": "KB-HERITAGE",
  "title": "Heritage tier (retired 2009) — do not drop without disclosure",
  "category": "UNDERWRITING",
  "applies_to": "{\"lines\": [\"AUTO\"]}",
  "body_md": "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 combination\npermanently**. Disclose the downgrade trap before any tier change off Heritage.\n"
}

⚙ query_db(SELECT * FROM eligibility_rules WHERE coverage_id = 'AUTO:OEM' OR tier_id LIK…)

{
  "sql": "SELECT * FROM eligibility_rules WHERE coverage_id = 'AUTO:OEM' OR tier_id LIKE '%SEQUOIA%' OR tier_id LIKE '%HERITAGE%' OR reason_doc LIKE '%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
}

I can certainly look into that for you! Our Original Equipment Manufacturer (OEM) Parts Guarantee coverage has specific eligibility rules based on your policy's tier.

To get started and pull up your policy details, could you please share your full name, policy number, or the email address associated with your account?

26k in · 624 out · $0.03 · 6.1s

Customer

Sure! My name is Tanya Brooks, and the email on file is tanya.brooks@example.com.