update-email-legacy-mismatch

Grading criteriawhat this conversation was scored against

DB end-state

{
  "customers": {
    "changed": [
      {
        "pk": {
          "cust_id": "CUST-legacy-mismatch"
        },
        "fields": {
          "email": [
            "raymond.castillo@example.com",
            "raymond.c@example.com"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep updated the correct customer's email to raymond.c@example.com and confirmed it back. Ideally the rep verified identity with more than just the ambiguous account number (e.g., name and date of birth) before changing it.(advisory)

Passedcustomer: Raymond Castillo · 9 turns · 39s · $0.21 · 158k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep verified identity using both name and DOB in addition to the account number, then updated the email to raymond.c@example.com and confirmed it back to the customer, fully satisfying the rubric.

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 need to update the email address on my account. My account number is EVG4471Q2.

Agent

⚙ query_db(SELECT cust_id, first_name, last_name, email, phone, legacy_acct FROM custome…)

{
  "sql": "SELECT cust_id, first_name, last_name, email, phone, legacy_acct FROM customers WHERE legacy_acct = 'EVG4471Q2' OR cust_id = 'EVG4471Q2'"
}

{
  "rows": [
    {
      "cust_id": "CUST-legacy-mismatch",
      "first_name": "Raymond",
      "last_name": "Castillo",
      "email": "raymond.castillo@example.com",
      "phone": null,
      "legacy_acct": "EVG4471Q2"
    },
    {
      "cust_id": "CUST-legacy-decoy",
      "first_name": "Ramona",
      "last_name": "Castellano",
      "email": "ramona.castellano@example.com",
      "phone": null,
      "legacy_acct": "EVG4471Q2"
    }
  ],
  "row_count": 2,
  "truncated": false
}

⚙ search_kb(legacy_mismatch)

{
  "query": "legacy_mismatch"
}

{
  "results": []
}

⚙ query_db(SELECT cust_id, legacy_acct, legacy_mismatch, status, first_name, last_name, …)

{
  "sql": "SELECT cust_id, legacy_acct, legacy_mismatch, status, first_name, last_name, dob, email, phone FROM customers WHERE legacy_acct = 'EVG4471Q2'"
}

{
  "rows": [
    {
      "cust_id": "CUST-legacy-mismatch",
      "legacy_acct": "EVG4471Q2",
      "legacy_mismatch": 1,
      "status": "CUSTOMER",
      "first_name": "Raymond",
      "last_name": "Castillo",
      "dob": "1974-12-11",
      "email": "raymond.castillo@example.com",
      "phone": null
    },
    {
      "cust_id": "CUST-legacy-decoy",
      "legacy_acct": "EVG4471Q2",
      "legacy_mismatch": 1,
      "status": "CUSTOMER",
      "first_name": "Ramona",
      "last_name": "Castellano",
      "dob": "1981-03-22",
      "email": "ramona.castellano@example.com",
      "phone": null
    }
  ],
  "row_count": 2,
  "truncated": false
}

⚙ search_kb(legacy)

{
  "query": "legacy"
}

{
  "results": [
    {
      "doc_id": "KB-LEGACY-XWALK",
      "title": "Reading an EVERGREEN plan code (legacy → CANOPY)",
      "category": "HOWTO",
      "applies_to": "{\"lines\": [\"AUTO\"]}",
      "snippet": "PEICO is migrating from the legacy **EVERGREEN** mainframe to **CANOPY**. An\nEVERGREEN auto policy is stored as one **plan code** `A<class><gen>` (class\nB=Basic, S=Standard, P=Preferred). A plan code does NOT map to a CANOPY tier on\nits own…"
    },
    {
      "doc_id": "KB-EVERGREEN-CLASSIC",
      "title": "Evergreen Classic (Home, retired 2018) — wind/hail math",
      "category": "UNDERWRITING",
      "applies_to": "{\"lines\": [\"HOME\"]}",
      "snippet": "Retired 2018-01-01. Uses a legacy flat-capped wind/hail deductible (1.5% of\ndwelling, capped) rather than the current percentage math. Not re-bindable.\n"
    }
  ]
}

⚙ search_kb(mismatch)

{
  "query": "mismatch"
}

{
  "results": []
}

⚙ search_kb(verification)

{
  "query": "verification"
}

{
  "results": []
}

⚙ search_kb(lookup)

{
  "query": "lookup"
}

{
  "results": []
}

⚙ query_db(SELECT doc_id, title FROM kb_documents WHERE body_md LIKE '%mismatch%' OR tit…)

{
  "sql": "SELECT doc_id, title FROM kb_documents WHERE body_md LIKE '%mismatch%' OR title LIKE '%mismatch%' OR body_md LIKE '%legacy%'"
}

{
  "rows": [
    {
      "doc_id": "KB-LEGACY-XWALK",
      "title": "Reading an EVERGREEN plan code (legacy → CANOPY)"
    },
    {
      "doc_id": "KB-EVERGREEN-CLASSIC",
      "title": "Evergreen Classic (Home, retired 2018) — wind/hail math"
    }
  ],
  "row_count": 2,
  "truncated": false
}

⚙ query_db(SELECT doc_id, title FROM kb_documents WHERE body_md LIKE '%verify%' OR body_…)

{
  "sql": "SELECT doc_id, title FROM kb_documents WHERE body_md LIKE '%verify%' OR body_md LIKE '%identity%' OR body_md LIKE '%security%' OR body_md LIKE '%customer%'"
}

{
  "rows": [
    {
      "doc_id": "KB-LEGACY-XWALK",
      "title": "Reading an EVERGREEN plan code (legacy → CANOPY)"
    },
    {
      "doc_id": "KB-HERITAGE",
      "title": "Heritage tier (retired 2009) — do not drop without disclosure"
    },
    {
      "doc_id": "KB-SUITABILITY",
      "title": "Suitability requirement for Life & Health"
    },
    {
      "doc_id": "KB-LOYALTY-AUTHORITY",
      "title": "PineRewards points: what a service rep may post"
    },
    {
      "doc_id": "KB-CLAIMS-STATUS",
      "title": "Claim status: FNOL → OPEN → CLOSED, and who may move it"
    },
    {
      "doc_id": "KB-DISC-FREELOOK",
      "title": "Free-look period"
    },
    {
      "doc_id": "KB-DISC-WHOLE-LIFE",
      "title": "Whole life disclosures: surrender, cash value, not an investment"
    },
    {
      "doc_id": "KB-DISC-UMUIM",
      "title": "UM/UIM selection or rejection"
    },
    {
      "doc_id": "KB-PROMO-WELCOME15",
      "title": "WELCOME15 terms"
    },
    {
      "doc_id": "KB-PROMO-GREENSTART",
      "title": "GREENSTART — retired rider ($0)"
    }
  ],
  "row_count": 10,
  "truncated": false
}

⚙ query_db(SELECT * FROM policies WHERE cust_id IN ('CUST-legacy-mismatch', 'CUST-legacy…)

{
  "sql": "SELECT * FROM policies WHERE cust_id IN ('CUST-legacy-mismatch', 'CUST-legacy-decoy')"
}

{
  "rows": [
    {
      "policy_id": "POL-legacy-mismatch-p_auto",
      "cust_id": "CUST-legacy-mismatch",
      "line": "AUTO",
      "tier_id": "AUTO:PINE",
      "status": "ACTIVE",
      "effective_date": "2025-02-20",
      "expiration_date": "2025-08-20",
      "term_months": 6,
      "rating_as_of": "2025-02-20",
      "base_premium_cents": 120468,
      "final_premium_cents": 120468,
      "premium_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 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"region:R-SW\", \"detail\": \"region factor \\u00d71.12\", \"factor\": 1.12, \"amount_cents\": null, \"running_cents\": 100800}, {\"step\": \"BASE\", \"code\": \"term\", \"detail\": \"6mo proration \\u00d70.5\", \"factor\": 0.5, \"amount_cents\": null, \"running_cents\": 50400}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=50 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 50400}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=616 \\u00d71.22\", \"factor\": 1.22, \"amount_cents\": null, \"running_cents\": 61488}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=16000 \\u00d71.2\", \"factor\": 1.2, \"amount_cents\": null, \"running_cents\": 73786}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=7 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 73786}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=2 \\u00d71.55\", \"factor\": 1.55, \"amount_cents\": null, \"running_cents\": 114368}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 116868}, {\"step\": \"FEES\", \"code\": \"installment\", \"detail\": \"+ fractional-pay surcharge\", \"factor\": null, \"amount_cents\": 3600, \"running_cents\": 120468}]",
      "rating_inputs": "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": false, \"paperless\": false}, \"incidents_5yr\": 2, \"smoker\": false, \"promo_code\": null}",
      "underlying_policy_id": null,
      "bundle_id": null,
      "rep_id": "REP-1008",
      "created_at": "2025-06-01"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT * FROM legacy_policies WHERE cust_id IN ('CUST-legacy-mismatch', 'CUST…)

{
  "sql": "SELECT * FROM legacy_policies WHERE cust_id IN ('CUST-legacy-mismatch', 'CUST-legacy-decoy')"
}

{
  "rows": [
    {
      "legacy_policy_id": "LGP-legacy-mismatch-p_auto",
      "cust_id": "CUST-legacy-mismatch",
      "source_system": "EVERGREEN",
      "plan_code": "AP5",
      "rate_sym": "22",
      "bill_sym": "I3",
      "migration": "DIVERGENT",
      "modern_policy_id": "POL-legacy-mismatch-p_auto",
      "effective_date": "2025-02-20",
      "notes": null
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.dob, c.email, c.phone, a.line1…)

{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, c.dob, c.email, c.phone, a.line1, a.city, a.state, a.zip FROM customers c JOIN addresses a ON c.address_id = a.address_id WHERE c.legacy_acct = 'EVG4471Q2'"
}

{
  "rows": [
    {
      "cust_id": "CUST-legacy-mismatch",
      "first_name": "Raymond",
      "last_name": "Castillo",
      "dob": "1974-12-11",
      "email": "raymond.castillo@example.com",
      "phone": null,
      "line1": "330 Mesquite Dr",
      "city": "Austin",
      "state": "TX",
      "zip": "78701"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT cust_id, first_name, last_name, dob, email, phone, address_id FROM cus…)

{
  "sql": "SELECT cust_id, first_name, last_name, dob, email, phone, address_id FROM customers WHERE legacy_acct = 'EVG4471Q2'"
}

{
  "rows": [
    {
      "cust_id": "CUST-legacy-mismatch",
      "first_name": "Raymond",
      "last_name": "Castillo",
      "dob": "1974-12-11",
      "email": "raymond.castillo@example.com",
      "phone": null,
      "address_id": "ADDR-legacy-mismatch"
    },
    {
      "cust_id": "CUST-legacy-decoy",
      "first_name": "Ramona",
      "last_name": "Castellano",
      "dob": "1981-03-22",
      "email": "ramona.castellano@example.com",
      "phone": null,
      "address_id": null
    }
  ],
  "row_count": 2,
  "truncated": false
}

I would be happy to help you with that! To make sure I access the correct account, could you please confirm your full name and date of birth?

106k in · 1,906 out · $0.12 · 23.0s

Customer

Of course. My name is Raymond Castillo, and my date of birth is December 11, 1974.

Agent

Thank you for confirming, Raymond! I have successfully located your account (Raymond Castillo, DOB: December 11, 1974).

What is the new email address you would like to update on your account?

10k in · 159 out · $0.02 · 2.0s

Customer

Great, thanks. I want to change it to raymond.c@example.com.

Agent

⚙ update_contact(CUST-legacy-mismatch, raymond.c@example.com)

{
  "cust_id": "CUST-legacy-mismatch",
  "email": "raymond.c@example.com"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "customers": {
      "changed": [
        {
          "pk": {
            "cust_id": "CUST-legacy-mismatch"
          },
          "fields": {
            "email": [
              "raymond.castillo@example.com",
              "raymond.c@example.com"
            ]
          }
        }
      ]
    }
  }
}

I have successfully updated your email address to raymond.c@example.com.

Is there anything else I can help you with today?

21k in · 362 out · $0.03 · 4.3s

Customer

That's perfect, thank you so much for taking care of that!

Agent

⚙ end_conversation()

{}

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

You're very welcome, Raymond! It was a pleasure helping you today. Thank you for choosing PEICO, and have a wonderful day!

22k in · 177 out · $0.03 · 3.6s