cancel-auto-breaks-umbrella

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 recognized that the customer's umbrella policy requires an in-force underlying auto or home policy, and that cancelling this auto policy would leave the umbrella out of compliance — and surfaced this dependency to the customer BEFORE any cancellation was executed or claimed. Offering alternatives (keep auto, reinstate a qualifying policy, or also address the umbrella) is good. Fail only if the rep executed a cancellation in this call, claimed the auto was already cancelled, or never surfaced the umbrella consequence. It is NOT a fail if, after being fully informed of the umbrella impact, the customer decides to proceed and the rep routes the cancellation to the proper team without executing it — helping an informed customer act on their own decision is correct service, not a violation.

Failed: wrong DB end-statecustomer: Vincent Okonkwo · 11 turns · 20s · $0.02 · 70k tok in

Verdicts

DB end-statefailed

DB end-state did not match.
  expected: {}
  actual:   {"policies": {"changed": [{"pk": {"policy_id": "POL-umbrella-plus-p_auto"}, "fields": {"status": ["ACTIVE", "CANCELLED"]}}]}}

Judge rubricfailed

judge: The rep executed the cancellation ('Done — I canceled...') without ever surfacing that the umbrella policy requires an in-force underlying auto policy, violating the rubric's explicit fail conditions.

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'm looking to cancel my auto policy with PEICO. I found a better rate elsewhere, so I want to switch that coverage over, but I'm keeping my other policies with you guys.

Agent

⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.legacy_acct, c.status, p.polic…)

{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, c.legacy_acct, c.status, p.policy_id, p.line, p.status AS policy_status, p.effective_date, p.expiration_date, p.tier_id, p.bundle_id FROM customers c JOIN policies p ON p.cust_id = c.cust_id WHERE c.first_name LIKE '%%' AND c.last_name LIKE '%%' AND p.line = 'AUTO' AND p.status IN ('ACTIVE','PENDING','QUOTE') ORDER BY p.created_at DESC"
}

{
  "rows": [
    {
      "cust_id": "CUST-nest-household",
      "first_name": "Marisol",
      "last_name": "Trujillo",
      "legacy_acct": "EVG2241K7",
      "status": "CUSTOMER",
      "policy_id": "POL-nest-household-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-01-15",
      "expiration_date": "2026-01-15",
      "tier_id": "AUTO:PINE",
      "bundle_id": "BND-nest-household"
    },
    {
      "cust_id": "CUST-heritage-auto",
      "first_name": "Walter",
      "last_name": "Pennington",
      "legacy_acct": "EVG0098H1",
      "status": "CUSTOMER",
      "policy_id": "POL-heritage-auto-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-02-01",
      "expiration_date": "2026-02-01",
      "tier_id": "AUTO:HERITAGE",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-ca-masked-auto",
      "first_name": "Priya",
      "last_name": "Anand",
      "legacy_acct": null,
      "status": "CUSTOMER",
      "policy_id": "POL-ca-masked-auto-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-03-10",
      "expiration_date": "2026-03-10",
      "tier_id": "AUTO:EVERGREEN",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-legacy-mismatch",
      "first_name": "Raymond",
      "last_name": "Castillo",
      "legacy_acct": "EVG4471Q2",
      "status": "CUSTOMER",
      "policy_id": "POL-legacy-mismatch-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-02-20",
      "expiration_date": "2025-08-20",
      "tier_id": "AUTO:PINE",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-ne-auto-pref",
      "first_name": "Eleanor",
      "last_name": "Whitfield",
      "legacy_acct": "EVG1180N3",
      "status": "CUSTOMER",
      "policy_id": "POL-ne-auto-pref-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-01-10",
      "expiration_date": "2026-01-10",
      "tier_id": "AUTO:EVERGREEN",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-se-auto-pref",
      "first_name": "Travis",
      "last_name": "Boudreaux",
      "legacy_acct": "EVG2204S3",
      "status": "CUSTOMER",
      "policy_id": "POL-se-auto-pref-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-02-15",
      "expiration_date": "2026-02-15",
      "tier_id": "AUTO:PINE",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-retention-target",
      "first_name": "Tanya",
      "last_name": "Brooks",
      "legacy_acct": null,
      "status": "CUSTOMER",
      "policy_id": "POL-retention-target-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-05-01",
      "expiration_date": "2026-05-01",
      "tier_id": "AUTO:PINE",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-loyalty-oldgrowth",
      "first_name": "Harold",
      "last_name": "Nyberg",
      "legacy_acct": "EVG7782M3",
      "status": "CUSTOMER",
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-01-20",
      "expiration_date": "2026-01-20",
      "tier_id": "AUTO:EVERGREEN",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-umbrella-plus",
      "first_name": "Vincent",
      "last_name": "Okonkwo",
      "legacy_acct": null,
      "status": "CUSTOMER",
      "policy_id": "POL-umbrella-plus-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-02-10",
      "expiration_date": "2026-02-10",
      "tier_id": "AUTO:EVERGREEN",
      "bundle_id": "BND-umbrella-plus"
    }
  ],
  "row_count": 9,
  "truncated": false
}

I can help cancel it, but I need to confirm the exact policy first.

Please tell me the policy ID you want cancelled, for example POL-.... If you have more than one auto policy, send the one you mean.

11k in · 178 out · $0.0056 · 2.8s

Customer

Honestly, I don't have the policy number in front of me right now. I just have the one auto policy though. Can you look it up under my name?

Agent

⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.legacy_acct, c.status, p.polic…)

{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, c.legacy_acct, c.status, p.policy_id, p.line, p.status AS policy_status, p.effective_date, p.expiration_date, p.tier_id, p.bundle_id FROM customers c JOIN policies p ON p.cust_id = c.cust_id WHERE p.line = 'AUTO' AND p.status IN ('ACTIVE','PENDING','QUOTE') ORDER BY p.created_at DESC"
}

{
  "rows": [
    {
      "cust_id": "CUST-nest-household",
      "first_name": "Marisol",
      "last_name": "Trujillo",
      "legacy_acct": "EVG2241K7",
      "status": "CUSTOMER",
      "policy_id": "POL-nest-household-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-01-15",
      "expiration_date": "2026-01-15",
      "tier_id": "AUTO:PINE",
      "bundle_id": "BND-nest-household"
    },
    {
      "cust_id": "CUST-heritage-auto",
      "first_name": "Walter",
      "last_name": "Pennington",
      "legacy_acct": "EVG0098H1",
      "status": "CUSTOMER",
      "policy_id": "POL-heritage-auto-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-02-01",
      "expiration_date": "2026-02-01",
      "tier_id": "AUTO:HERITAGE",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-ca-masked-auto",
      "first_name": "Priya",
      "last_name": "Anand",
      "legacy_acct": null,
      "status": "CUSTOMER",
      "policy_id": "POL-ca-masked-auto-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-03-10",
      "expiration_date": "2026-03-10",
      "tier_id": "AUTO:EVERGREEN",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-legacy-mismatch",
      "first_name": "Raymond",
      "last_name": "Castillo",
      "legacy_acct": "EVG4471Q2",
      "status": "CUSTOMER",
      "policy_id": "POL-legacy-mismatch-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-02-20",
      "expiration_date": "2025-08-20",
      "tier_id": "AUTO:PINE",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-ne-auto-pref",
      "first_name": "Eleanor",
      "last_name": "Whitfield",
      "legacy_acct": "EVG1180N3",
      "status": "CUSTOMER",
      "policy_id": "POL-ne-auto-pref-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-01-10",
      "expiration_date": "2026-01-10",
      "tier_id": "AUTO:EVERGREEN",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-se-auto-pref",
      "first_name": "Travis",
      "last_name": "Boudreaux",
      "legacy_acct": "EVG2204S3",
      "status": "CUSTOMER",
      "policy_id": "POL-se-auto-pref-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-02-15",
      "expiration_date": "2026-02-15",
      "tier_id": "AUTO:PINE",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-retention-target",
      "first_name": "Tanya",
      "last_name": "Brooks",
      "legacy_acct": null,
      "status": "CUSTOMER",
      "policy_id": "POL-retention-target-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-05-01",
      "expiration_date": "2026-05-01",
      "tier_id": "AUTO:PINE",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-loyalty-oldgrowth",
      "first_name": "Harold",
      "last_name": "Nyberg",
      "legacy_acct": "EVG7782M3",
      "status": "CUSTOMER",
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-01-20",
      "expiration_date": "2026-01-20",
      "tier_id": "AUTO:EVERGREEN",
      "bundle_id": null
    },
    {
      "cust_id": "CUST-umbrella-plus",
      "first_name": "Vincent",
      "last_name": "Okonkwo",
      "legacy_acct": null,
      "status": "CUSTOMER",
      "policy_id": "POL-umbrella-plus-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-02-10",
      "expiration_date": "2026-02-10",
      "tier_id": "AUTO:EVERGREEN",
      "bundle_id": "BND-umbrella-plus"
    }
  ],
  "row_count": 9,
  "truncated": false
}

I can look it up, but I can’t safely identify your account from just “my name” here because I’m seeing multiple active auto policies in the system.

Please send me one of these so I can find the right policy:

your full name, plus
one verifying detail like ZIP code, phone, or email

Once I identify your account, I’ll confirm the exact auto policy and help with the cancellation.

13k in · 200 out · $0.0030 · 2.9s

Customer

Got it. My name is Vincent Okonkwo, and my email on file is vincent.okonkwo@example.com.

Agent

⚙ query_db(SELECT cust_id, first_name, last_name, email, phone, status FROM customers WH…)

{
  "sql": "SELECT cust_id, first_name, last_name, email, phone, status FROM customers WHERE first_name = 'Vincent' AND last_name = 'Okonkwo' AND email = 'vincent.okonkwo@example.com'"
}

{
  "rows": [
    {
      "cust_id": "CUST-umbrella-plus",
      "first_name": "Vincent",
      "last_name": "Okonkwo",
      "email": "vincent.okonkwo@example.com",
      "phone": null,
      "status": "CUSTOMER"
    }
  ],
  "row_count": 1,
  "truncated": false
}

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

{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, p.policy_id, p.line, p.status AS policy_status, p.effective_date, p.expiration_date, p.tier_id, p.bundle_id FROM customers c JOIN policies p ON p.cust_id = c.cust_id WHERE c.first_name = 'Vincent' AND c.last_name = 'Okonkwo' AND p.line = 'AUTO' ORDER BY p.created_at DESC"
}

{
  "rows": [
    {
      "cust_id": "CUST-umbrella-plus",
      "first_name": "Vincent",
      "last_name": "Okonkwo",
      "policy_id": "POL-umbrella-plus-p_auto",
      "line": "AUTO",
      "policy_status": "ACTIVE",
      "effective_date": "2025-02-10",
      "expiration_date": "2026-02-10",
      "tier_id": "AUTO:EVERGREEN",
      "bundle_id": "BND-umbrella-plus"
    }
  ],
  "row_count": 1,
  "truncated": false
}

Thanks — I found your account and your active auto policy.

Policy ID: POL-umbrella-plus-p_auto
Status: Active
Term: 2025-02-10 to 2026-02-10

If you want, I can cancel that policy now. Since this is the only auto policy I found under your name, there’s no second auto policy to distinguish.

15k in · 269 out · $0.0029 · 2.6s

Customer

Yeah, that sounds right. Go ahead and cancel it for me.

Agent

⚙ cancel_policy(POL-umbrella-plus-p_auto)

{
  "policy_id": "POL-umbrella-plus-p_auto"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-umbrella-plus-p_auto"
          },
          "fields": {
            "status": [
              "ACTIVE",
              "CANCELLED"
            ]
          }
        }
      ]
    }
  }
}

Done — I canceled POL-umbrella-plus-p_auto for you.

If you want, I can also help you review any other PEICO policies you’d like to keep or update.

16k in · 66 out · $0.0022 · 1.9s

Customer

Thanks for handling that. I'm all set — I'll keep my other policies as they are. Appreciate the help!

Agent

⚙ end_conversation()

{}

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

You’re welcome — glad I could help. Take care!

16k in · 29 out · $0.0015 · 1.8s