tx-moto-custom-parts-denied
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 Custom Parts & Equipment coverage is not available on motorcycle policies in Texas and clearly declined to add it, explaining the state restriction. The rep must NOT claim to have added the coverage or imply it was applied.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified that Custom Parts & Equipment coverage is not available on TX motorcycle policies, clearly declined to add it, and explained the state restriction without ever claiming or implying it was added.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hey, thanks for picking up. I'm calling about my motorcycle policy — I've got some custom parts on my bike that I'd like to get covered. Chrome, custom seat, saddlebags, that kind of thing. Can you help me add that to my policy?
⚙ query_db(SELECT p.policy_id, p.status, p.line, p.tier_id, p.rating_as_of, c.cust_id, c…)
{
"sql": "SELECT p.policy_id, p.status, p.line, p.tier_id, p.rating_as_of, c.cust_id, c.first_name, c.last_name FROM policies p JOIN customers c ON p.cust_id = c.cust_id WHERE p.line LIKE 'MOTO%' AND c.status = 'ACTIVE' ORDER BY p.created_at DESC LIMIT 5"
}{
"rows": [],
"row_count": 0,
"truncated": false
}⚙ search_kb(motorcycle custom parts coverage accessories policy endorsement custom equipm…)
{
"query": "motorcycle custom parts coverage accessories policy endorsement custom equipment motorcycle line coverage rules",
"limit": 5
}{
"results": [
{
"doc_id": "KB-TX-MOTO",
"title": "TX: motorcycle custom-parts coverage unavailable",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"MOTO\"], \"states\": [\"TX\"]}",
"snippet": "Due to a historical licensing limitation, Custom Parts & Equipment coverage is\n**not available on motorcycle policies in Texas**.\n"
},
{
"doc_id": "KB-LOYALTY-AUTHORITY",
"title": "PineRewards points: what a service rep may post",
"category": "POLICY",
"applies_to": "{\"lines\": \"ALL\"}",
"snippet": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten witho…"
},
{
"doc_id": "KB-CLAIMS-STATUS",
"title": "Claim status: FNOL → OPEN → CLOSED, and who may move it",
"category": "POLICY",
"applies_to": "{\"lines\": \"ALL\"}",
"snippet": "**FNOL** = loss reported, not yet accepted for handling. **OPEN** = accepted\nand with an adjuster (the adjuster sets the reserve). **CLOSED** = resolved.\nA service rep may promote FNOL → OPEN once the loss details are confirmed\nwith the cus…"
},
{
"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-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- …"
}
]
}⚙ get_doc(KB-TX-MOTO)
{
"doc_id": "KB-TX-MOTO"
}{
"doc_id": "KB-TX-MOTO",
"title": "TX: motorcycle custom-parts coverage unavailable",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"MOTO\"], \"states\": [\"TX\"]}",
"body_md": "Due to a historical licensing limitation, Custom Parts & Equipment coverage is\n**not available on motorcycle policies in Texas**.\n"
}⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, a.state, p.policy_id, p.status, …)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name, a.state, p.policy_id, p.status, p.line FROM customers c JOIN addresses a ON c.address_id = a.address_id JOIN policies p ON p.cust_id = c.cust_id WHERE p.line = 'MOTO' ORDER BY p.created_at DESC LIMIT 20"
}{
"rows": [
{
"cust_id": "CUST-tx-moto",
"first_name": "Marcus",
"last_name": "Reyes",
"state": "TX",
"policy_id": "POL-tx-moto-p_moto",
"status": "ACTIVE",
"line": "MOTO"
}
],
"row_count": 1,
"truncated": false
}I can help, but I can’t add custom-parts coverage to a motorcycle policy in Texas — that coverage isn’t available here.
I found your active motorcycle policy, but the underwriting rule blocks this endorsement for TX motorcycle policies. If you want, I can still help review your current coverages or look at other ways to protect the bike.
Ah, I see. Yeah, that's disappointing, but I appreciate you looking into it and being straight with me. Thanks for checking on that anyway. Thanks for your help — I appreciate it.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re welcome — I’m glad I could check it for you. If anything else comes up with your policy, feel free to reach back out. Thanks again for choosing PEICO.