cancel-pet-policy
Grading criteriawhat this conversation was scored against
DB end-state
{
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-loyalty-oldgrowth-p_pet"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}Judge rubric
The rep actually executed the cancellation of the customer's pet policy in the system during this call (and only the pet policy, leaving the auto policy active) and confirmed the completed cancellation back to the customer. Merely promising to cancel, logging a request for a back-office/another team to process later, or otherwise deferring the cancellation does NOT satisfy this rubric — the cancellation must have been performed, not scheduled.(advisory)
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep explicitly stated the pet policy was canceled and the auto policy remained active, confirming completion rather than merely promising or deferring the action.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi, thanks for picking up. I need to cancel my pet policy — I'm switching to a different pet insurance provider. But I want to keep my auto policy active.
⚙ query_db(SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, p.…)
{
"sql": "SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, p.term_months, p.cust_id, c.first_name, c.last_name, po.object_type, po.object_id, pet.name AS pet_name, pet.species, pet.breed FROM policies p LEFT JOIN policy_objects po ON po.policy_id = p.policy_id AND po.object_type = 'pet' LEFT JOIN pets pet ON pet.pet_id = po.object_id LEFT JOIN customers c ON c.cust_id = p.cust_id WHERE p.cust_id = (SELECT cust_id FROM customers WHERE first_name LIKE 'Hi' LIMIT 1) LIMIT 1"
}{
"rows": [],
"row_count": 0,
"truncated": false
}⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.email, c.phone, p.policy_id, p…)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name, c.email, c.phone, p.policy_id, p.line, p.status, p.effective_date, p.expiration_date FROM customers c JOIN policies p ON p.cust_id = c.cust_id WHERE c.first_name = 'Hi' OR c.last_name = 'Hi' LIMIT 10"
}{
"rows": [],
"row_count": 0,
"truncated": false
}I can help with that, but I need to verify your account first before I can cancel any policy.
Please send me one of these so I can find your record:
- your PEICO policy number, or
- your full name and ZIP code, or
- your email address or phone number on the account
Once I locate you, I’ll confirm the pet policy and keep your auto policy active.
My name is Harold Nyberg and I'm in Grand Rapids, MI — that should pull it up.
⚙ query_db(SELECT c.cust_id, c.legacy_acct, c.first_name, c.last_name, c.status, c.email…)
{
"sql": "SELECT c.cust_id, c.legacy_acct, c.first_name, c.last_name, c.status, c.email, c.phone, a.city, a.state, a.zip FROM customers c LEFT JOIN addresses a ON a.address_id = c.address_id WHERE c.first_name LIKE 'Harold' AND c.last_name LIKE 'Nyberg' AND a.city LIKE 'Grand Rapids' AND a.state = 'MI'"
}{
"rows": [
{
"cust_id": "CUST-loyalty-oldgrowth",
"legacy_acct": "EVG7782M3",
"first_name": "Harold",
"last_name": "Nyberg",
"status": "CUSTOMER",
"email": "harold.nyberg@example.com",
"phone": null,
"city": "Grand Rapids",
"state": "MI",
"zip": "49503"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, p.…)
{
"sql": "SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, p.term_months, p.rating_as_of, p.bundle_id, po.object_type, po.object_id, pet.name AS pet_name, pet.species AS pet_species, pet.breed AS pet_breed FROM policies p LEFT JOIN policy_objects po ON po.policy_id = p.policy_id AND po.object_type = 'pet' LEFT JOIN pets pet ON pet.pet_id = po.object_id WHERE p.cust_id = 'CUST-loyalty-oldgrowth' ORDER BY CASE WHEN p.line = 'PET' THEN 0 WHEN p.line = 'AUTO' THEN 1 ELSE 2 END, p.policy_id"
}{
"rows": [
{
"policy_id": "POL-loyalty-oldgrowth-p_pet",
"line": "PET",
"status": "ACTIVE",
"effective_date": "2025-01-20",
"expiration_date": "2026-01-20",
"term_months": 12,
"rating_as_of": "2025-01-20",
"bundle_id": null,
"object_type": "pet",
"object_id": "PET-loyalty-oldgrowth-pet1",
"pet_name": "Biscuit",
"pet_species": "DOG",
"pet_breed": "Labrador"
},
{
"policy_id": "POL-loyalty-oldgrowth-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-01-20",
"expiration_date": "2026-01-20",
"term_months": 12,
"rating_as_of": "2025-01-20",
"bundle_id": null,
"object_type": null,
"object_id": null,
"pet_name": null,
"pet_species": null,
"pet_breed": null
}
],
"row_count": 2,
"truncated": false
}⚙ cancel_policy(POL-loyalty-oldgrowth-p_pet)
{
"policy_id": "POL-loyalty-oldgrowth-p_pet"
}{
"ok": true,
"rows_affected": 1,
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-loyalty-oldgrowth-p_pet"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}
}I found your account and canceled the pet policy only:
- Pet policy: POL-loyalty-oldgrowth-p_pet — canceled
- Auto policy: POL-loyalty-oldgrowth-p_auto — left active
If you’d like, I can also check whether there’s any remaining balance or confirm the auto policy details.
Perfect, that's exactly what I needed. Thanks for taking care of that — I appreciate it.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re welcome — glad I could help. Thanks for choosing PEICO, and take care.