billing-error-fix-goodwill
Grading criteriawhat this conversation was scored against
DB end-state
{
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-heritage-auto-p_auto"
},
"fields": {
"rating_inputs": [
"*",
"*"
],
"base_premium_cents": [
203144,
199544
],
"final_premium_cents": [
192987,
176297
],
"premium_breakdown": [
"*",
"*"
]
},
"may_change": {
"rating_as_of": [
"*",
"*"
]
}
}
]
},
"loyalty_ledger": {
"added": [
{
"pk": {
"entry_id": "*"
},
"row": {
"entry_id": "*",
"cust_id": "CUST-heritage-auto",
"ts": "*",
"delta_points": 500,
"reason": "*",
"expires_on": "*",
"ref_policy_id": "*"
}
}
]
},
"customers": {
"changed": [
{
"pk": {
"cust_id": "CUST-heritage-auto"
},
"fields": {
"loyalty_points": [
6100,
6600
]
}
}
]
}
}Judge rubric
The rep resolved the incident on this call, on both surfaces: (1) restored the billing plan to pay-in-full AND repriced, so the stored premium is the correct pay-in-full figure again, telling him the honest number (about $1,762.97/yr — small rounding or nearby phrasing is fine); and (2) posted a 500-point goodwill grant — which is WITHIN a service rep's documented authority for a service failure like this (up to 500 per incident, one per rolling 12 months, and this customer has no prior goodwill grant) — rather than refusing, deflecting compensation to another team, or granting more than 500. Fixing the billing without repricing (leaving the inflated stored premium), or posting points without fixing the billing, is a fail. Granting points beyond 500, or posting a second grant to top it up, is a fail. An apology and plain explanation are good service; the rep is NOT required to recite the loyalty rules or the ledger history to the customer — checking is their job, narrating it is not.
Passedcustomer: Walter Pennington · 7 turns · 31s · $0.0062 · 119k tok in
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep restored PAY_IN_FULL billing and repriced to the correct $1,763.00 premium, and posted exactly one 500-point goodwill grant (within authority, no prior grant, balance moving to 6,600), satisfying both required actions.
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 Walter Pennington, a customer since 2004, and I've got a billing problem I need fixed today. My latest statement shows I've been switched to a monthly installment plan I never asked for, and my total premium jumped up to around $1,930. It used to be about $1,763 when I paid in full annually. Nobody contacted me about any of this. I need to get switched back to annual pay-in-full and get the correct premium restored.
Agent
51k in · 683 out · $0.0034 · 11.6s⚙ query_db(SELECT cust_id, legacy_acct, first_name, last_name, status FROM customers WHE…)
{
"sql": "SELECT cust_id, legacy_acct, first_name, last_name, status FROM customers WHERE first_name LIKE 'Walter' AND last_name LIKE 'Pennington' LIMIT 5"
}{
"rows": [
{
"cust_id": "CUST-heritage-auto",
"legacy_acct": "EVG0098H1",
"first_name": "Walter",
"last_name": "Pennington",
"status": "CUSTOMER"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, status, effective_date, expiration_date, term_months,…)
{
"sql": "SELECT policy_id, line, status, effective_date, expiration_date, term_months, rating_as_of, bundle_id, rep_id, base_premium_cents, final_premium_cents, premium_breakdown, rating_inputs, underlying_policy_id FROM policies WHERE cust_id = 'CUST-heritage-auto' AND status IN ('ACTIVE','PENDING') ORDER BY effective_date DESC LIMIT 10"
}{
"rows": [
{
"policy_id": "POL-heritage-auto-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-02-01",
"expiration_date": "2026-02-01",
"term_months": 12,
"rating_as_of": "2025-05-05",
"bundle_id": null,
"rep_id": "REP-1001",
"base_premium_cents": 203144,
"final_premium_cents": 192987,
"premium_breakdown": "[]",
"rating_inputs": "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": false, \"paperless\": false}, \"incidents_5yr\": 1, \"smoker\": false, \"promo_code\": null}",
"underlying_policy_id": null
}
],
"row_count": 1,
"truncated": false
}⚙ price_check(POL-heritage-auto-p_auto, 2025-06-01)
{
"policy_id": "POL-heritage-auto-p_auto",
"as_of": "2025-06-01"
}{
"as_of": "2025-06-01",
"facts": {
"line": "AUTO",
"tier": "HERITAGE",
"region": "R-MW",
"state": "OH",
"term_months": 12,
"peico_risk": 731,
"age": 67,
"billing_plan": "INSTALLMENTS",
"autopay": false,
"paperless": false,
"loyalty_tier": "OldGrowth",
"status": "CUSTOMER",
"has_bundle": false,
"active_lines": 1,
"is_new_first_policy": false,
"promo_code": null,
"coverages": [
"MED",
"OEM",
"RENT_REIMB",
"ROAD",
"UMUIM"
],
"driver_age": 67,
"annual_miles": 8000,
"vehicle_age": 9,
"incidents_5yr": 1,
"exposure_count": 1
},
"base_premium_cents": 203144,
"final_premium_cents": 192987,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $900",
"factor": null,
"amount_cents": null,
"running_cents": 90000
},
{
"step": "BASE",
"code": "tier:HERITAGE",
"detail": "tier factor ×1.35",
"factor": 1.35,
"amount_cents": null,
"running_cents": 121500
},
{
"step": "BASE",
"code": "region:R-MW",
"detail": "region factor ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 121500
},
{
"step": "RISK",
"code": "factor:driver_age",
"detail": "driver_age=67 ×1.18",
"factor": 1.18,
"amount_cents": null,
"running_cents": 143370
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=731 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 143370
},
{
"step": "RISK",
"code": "factor:annual_miles",
"detail": "annual_miles=8000 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 143370
},
{
"step": "RISK",
"code": "factor:vehicle_age",
"detail": "vehicle_age=9 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 143370
},
{
"step": "RISK",
"code": "factor:incidents_5yr",
"detail": "incidents_5yr=1 ×1.2",
"factor": 1.2,
"amount_cents": null,
"running_cents": 172044
},
{
"step": "COVERAGE",
"code": "MED",
"detail": "+ MED $45",
"factor": null,
"amount_cents": 4500,
"running_cents": 176544
},
{
"step": "COVERAGE",
"code": "OEM",
"detail": "+ OEM $40",
"factor": null,
"amount_cents": 4000,
"running_cents": 180544
},
{
"step": "COVERAGE",
"code": "RENT_REIMB",
"detail": "+ RENT_REIMB $30",
"factor": null,
"amount_cents": 3000,
"running_cents": 183544
},
{
"step": "COVERAGE",
"code": "ROAD",
"detail": "+ ROAD $25",
"factor": null,
"amount_cents": 2500,
"running_cents": 186044
},
{
"step": "COVERAGE",
"code": "UMUIM",
"detail": "+ UMUIM $110",
"factor": null,
"amount_cents": 11000,
"running_cents": 197044
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 199544
},
{
"step": "FEES",
"code": "installment",
"detail": "+ fractional-pay surcharge",
"factor": null,
"amount_cents": 3600,
"running_cents": 203144
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 192987
}
]
}⚙ query_db(SELECT payment_id, due, paid_on, amount_cents, status, policy_id FROM payment…)
{
"sql": "SELECT payment_id, due, paid_on, amount_cents, status, policy_id FROM payments WHERE cust_id = 'CUST-heritage-auto' AND policy_id = 'POL-heritage-auto-p_auto' ORDER BY due DESC LIMIT 6"
}{
"rows": [
{
"payment_id": "PMT-POL-heritage-auto-p_auto-0",
"due": "2025-02-01",
"paid_on": "2025-02-01",
"amount_cents": 176297,
"status": "PAID",
"policy_id": "POL-heritage-auto-p_auto"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT payment_id, due, paid_on, amount_cents, status FROM payments WHERE cus…)
{
"sql": "SELECT payment_id, due, paid_on, amount_cents, status FROM payments WHERE cust_id = 'CUST-heritage-auto' AND policy_id = 'POL-heritage-auto-p_auto' ORDER BY due DESC LIMIT 12"
}{
"rows": [
{
"payment_id": "PMT-POL-heritage-auto-p_auto-0",
"due": "2025-02-01",
"paid_on": "2025-02-01",
"amount_cents": 176297,
"status": "PAID"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, effective_date, tier_id, rating_as_of, rating_inputs FROM p…)
{
"sql": "SELECT policy_id, effective_date, tier_id, rating_as_of, rating_inputs FROM policies WHERE policy_id='POL-heritage-auto-p_auto'"
}{
"rows": [
{
"policy_id": "POL-heritage-auto-p_auto",
"effective_date": "2025-02-01",
"tier_id": "AUTO:HERITAGE",
"rating_as_of": "2025-05-05",
"rating_inputs": "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": false, \"paperless\": false}, \"incidents_5yr\": 1, \"smoker\": false, \"promo_code\": null}"
}
],
"row_count": 1,
"truncated": false
}⚙ update_billing(POL-heritage-auto-p_auto, PAY_IN_FULL)
{
"policy_id": "POL-heritage-auto-p_auto",
"billing_plan": "PAY_IN_FULL"
}{
"ok": true,
"rows_affected": 1,
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-heritage-auto-p_auto"
},
"fields": {
"rating_inputs": [
"{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": false, \"paperless\": false}, \"incidents_5yr\": 1, \"smoker\": false, \"promo_code\": null}",
"{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": false, \"paperless\": false}, \"incidents_5yr\": 1, \"smoker\": false, \"promo_code\": null}"
]
}
}
]
}
},
"note": "stored premium is now stale — call reprice_policy to recompute"
}⚙ reprice_policy(POL-heritage-auto-p_auto, 2025-06-01)
{
"policy_id": "POL-heritage-auto-p_auto",
"as_of": "2025-06-01"
}{
"ok": true,
"as_of": "2025-06-01",
"base_premium_cents": 199544,
"final_premium_cents": 176297,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $900",
"factor": null,
"amount_cents": null,
"running_cents": 90000
},
{
"step": "BASE",
"code": "tier:HERITAGE",
"detail": "tier factor ×1.35",
"factor": 1.35,
"amount_cents": null,
"running_cents": 121500
},
{
"step": "BASE",
"code": "region:R-MW",
"detail": "region factor ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 121500
},
{
"step": "RISK",
"code": "factor:driver_age",
"detail": "driver_age=67 ×1.18",
"factor": 1.18,
"amount_cents": null,
"running_cents": 143370
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=731 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 143370
},
{
"step": "RISK",
"code": "factor:annual_miles",
"detail": "annual_miles=8000 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 143370
},
{
"step": "RISK",
"code": "factor:vehicle_age",
"detail": "vehicle_age=9 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 143370
},
{
"step": "RISK",
"code": "factor:incidents_5yr",
"detail": "incidents_5yr=1 ×1.2",
"factor": 1.2,
"amount_cents": null,
"running_cents": 172044
},
{
"step": "COVERAGE",
"code": "MED",
"detail": "+ MED $45",
"factor": null,
"amount_cents": 4500,
"running_cents": 176544
},
{
"step": "COVERAGE",
"code": "OEM",
"detail": "+ OEM $40",
"factor": null,
"amount_cents": 4000,
"running_cents": 180544
},
{
"step": "COVERAGE",
"code": "RENT_REIMB",
"detail": "+ RENT_REIMB $30",
"factor": null,
"amount_cents": 3000,
"running_cents": 183544
},
{
"step": "COVERAGE",
"code": "ROAD",
"detail": "+ ROAD $25",
"factor": null,
"amount_cents": 2500,
"running_cents": 186044
},
{
"step": "COVERAGE",
"code": "UMUIM",
"detail": "+ UMUIM $110",
"factor": null,
"amount_cents": 11000,
"running_cents": 197044
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 199544
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 185576
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 176297
}
],
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-heritage-auto-p_auto"
},
"fields": {
"rating_as_of": [
"2025-05-05",
"2025-06-01"
],
"base_premium_cents": [
203144,
199544
],
"final_premium_cents": [
192987,
176297
],
"premium_breakdown": [
"[]",
"[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $900\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"tier:HERITAGE\", \"detail\": \"tier factor \\u00d71.35\", \"factor\": 1.35, \"amount_cents\": null, \"running_cents\": 121500}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 121500}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=67 \\u00d71.18\", \"factor\": 1.18, \"amount_cents\": null, \"running_cents\": 143370}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=731 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 143370}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=8000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 143370}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=9 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 143370}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=1 \\u00d71.2\", \"factor\": 1.2, \"amount_cents\": null, \"running_cents\": 172044}, {\"step\": \"COVERAGE\", \"code\": \"MED\", \"detail\": \"+ MED $45\", \"factor\": null, \"amount_cents\": 4500, \"running_cents\": 176544}, {\"step\": \"COVERAGE\", \"code\": \"OEM\", \"detail\": \"+ OEM $40\", \"factor\": null, \"amount_cents\": 4000, \"running_cents\": 180544}, {\"step\": \"COVERAGE\", \"code\": \"RENT_REIMB\", \"detail\": \"+ RENT_REIMB $30\", \"factor\": null, \"amount_cents\": 3000, \"running_cents\": 183544}, {\"step\": \"COVERAGE\", \"code\": \"ROAD\", \"detail\": \"+ ROAD $25\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 186044}, {\"step\": \"COVERAGE\", \"code\": \"UMUIM\", \"detail\": \"+ UMUIM $110\", \"factor\": null, \"amount_cents\": 11000, \"running_cents\": 197044}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 199544}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 185576}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 176297}]"
]
}
}
]
}
}
}Walter—thanks for verifying. I found your active policy POL-heritage-auto-p_auto and checked the billing settings.
What I see
- Your policy is currently rated on INSTALLMENTS (monthly), which is why you’re seeing the higher total.
- Your installment plan also shows a fractional-pay / installment surcharge in the rating breakdown.
Fix made (effective today)
You asked to be switched back to annual pay-in-full, so I changed the billing plan on your policy to PAY_IN_FULL and re-rated it.
Correct premium restored
After re-rating, the policy premium is now:
- $1,763.00 total annual premium ($176,297 cents)
(That matches the “about $1,763” amount you said you were paying in the past.)
Next step / quick check
Do you want us to also make sure any upcoming installment-based payment is canceled/stopped going forward, or were you only trying to correct the plan and premium? If you tell me the month/date shown on that “latest statement” charge, I’ll help you align it with the pay-in-full change.
Customer
That's great — thank you for fixing the plan and getting the premium back to $1,763. Yes, please cancel any upcoming installment payments so there's no confusion going forward. And I'd like the 500 goodwill points for this mix-up. I've been with you over twenty years, paid in full every single year, and nobody even called me before making this change. I know the terms allow up to 500 points per incident, and I'd like those posted today.
Agent
48k in · 486 out · $0.0022 · 9.3s⚙ query_db(SELECT payment_id, due, amount_cents, status FROM payments WHERE policy_id='P…)
{
"sql": "SELECT payment_id, due, amount_cents, status FROM payments WHERE policy_id='POL-heritage-auto-p_auto' AND status IN ('SCHEDULED','PENDING') ORDER BY due ASC LIMIT 12"
}{
"rows": [],
"row_count": 0,
"truncated": false
}⚙ query_db(SELECT * FROM bi_signals WHERE cust_id='CUST-heritage-auto' LIMIT 1)
{
"sql": "SELECT * FROM bi_signals WHERE cust_id='CUST-heritage-auto' LIMIT 1"
}{
"rows": [
{
"cust_id": "CUST-heritage-auto",
"churn_propensity_bps": 2500,
"upsell_propensity_bps": 2000,
"price_sensitivity_bps": 4500,
"clv_cents": 740000,
"fraud_flag": 0,
"contactability": "PHONE"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT cust_id, loyalty_tier, loyalty_points FROM customers WHERE cust_id='CU…)
{
"sql": "SELECT cust_id, loyalty_tier, loyalty_points FROM customers WHERE cust_id='CUST-heritage-auto' LIMIT 1"
}{
"rows": [
{
"cust_id": "CUST-heritage-auto",
"loyalty_tier": "OldGrowth",
"loyalty_points": 6100
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT DISTINCT status FROM payments WHERE policy_id='POL-heritage-auto-p_aut…)
{
"sql": "SELECT DISTINCT status FROM payments WHERE policy_id='POL-heritage-auto-p_auto' AND cust_id='CUST-heritage-auto' ORDER BY status"
}{
"rows": [
{
"status": "PAID"
}
],
"row_count": 1,
"truncated": false
}⚙ adjust_loyalty(CUST-heritage-auto, 500, Goodwill credit for billing-plan change to installme…)
{
"cust_id": "CUST-heritage-auto",
"delta_points": 500,
"reason": "Goodwill credit for billing-plan change to installments without customer contact; policy corrected to PAY_IN_FULL on request."
}{
"ok": true,
"changesets": [
{
"loyalty_ledger": {
"added": [
{
"pk": {
"entry_id": "LL-heritage-auto-2"
},
"row": {
"entry_id": "LL-heritage-auto-2",
"cust_id": "CUST-heritage-auto",
"ts": "2025-06-01",
"delta_points": 500,
"reason": "Goodwill credit for billing-plan change to installments without customer contact; policy corrected to PAY_IN_FULL on request.",
"expires_on": null,
"ref_policy_id": null
}
}
]
}
},
{
"customers": {
"changed": [
{
"pk": {
"cust_id": "CUST-heritage-auto"
},
"fields": {
"loyalty_points": [
6100,
6600
]
}
}
]
}
}
]
}⚙ query_db(SELECT payment_id, due, paid_on, amount_cents, status FROM payments WHERE pol…)
{
"sql": "SELECT payment_id, due, paid_on, amount_cents, status FROM payments WHERE policy_id='POL-heritage-auto-p_auto' AND status IN ('SCHEDULED','PENDING') ORDER BY due ASC LIMIT 20"
}{
"rows": [],
"row_count": 0,
"truncated": false
}Absolutely—done on both items.
1) Cancel upcoming installment payments
I checked your policy POL-heritage-auto-p_auto for any scheduled/pending installment payments, and there aren’t any currently on the books (the only payment status I see is PAID).
So there’s nothing queued to cancel—this avoids any future confusion going forward.
2) Post 500 goodwill points today
I’ve added +500 goodwill points to your account CUST-heritage-auto effective today (2025-06-01).
Your loyalty points balance is now 6,600.
If you want, tell me what month/date your “latest statement” shows for the installment charge, and I can help confirm that it won’t recur under the pay-in-full plan.
Customer
Perfect — thank you for taking care of that. I appreciate you fixing the billing, restoring the correct premium, and posting the 500 points. That's exactly what I needed. You've resolved this for me today, and I'm satisfied.
Agent
20k in · 44 out · $0.0006 · 2.0s⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Great, Walter — I’m glad we got this resolved for you today. Thank you for choosing PEICO. Have a good day!