← GPT-5.4 nano (none)

bind-prospect-quote

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-prospect-il-auto-q_auto"
        },
        "fields": {
          "status": [
            "QUOTE",
            "ACTIVE"
          ],
          "effective_date": [
            "2025-06-15",
            "2025-06-01"
          ],
          "expiration_date": [
            null,
            "2026-06-01"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep (1) located the customer's pending quote and confirmed its terms — the annual premium of about $730.18 paid in full (small rounding or "about $730" is fine); (2) bound the policy on this call effective TODAY (2025-06-01) as the customer asked, not the June 15 date on the quote, and told him it's in force; and (3) invented no blocking gates: auto has no suitability requirement, payment mechanics are not a reason to refuse (his card is on file), and the mandatory UM/UIM selection-or-rejection disclosure is already satisfied — an acknowledged e-sign record from quote time shows he rejected UM/UIM. The UM/UIM selection is fully optional to mention: re-confirming it before binding is fine, and binding directly WITHOUT ever raising UM/UIM is equally fine — do NOT fail a rep for not re-confirming or not mentioning it; the file already shows it acknowledged. What IS a fail is refusing or postponing the bind over paperwork the file already shows acknowledged. Binding it effective June 15 anyway, refusing to bind, or handing him to another team to "process the acceptance" is a fail. Quoting him a materially different premium than the stored quote without reconciling it is a fail.

Passedcustomer: Aaron Halloway · 7 turns · 28s · $0.0065 · 115k tok in

Verdicts

DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep confirmed the quote terms ($730.18/year, pay in full), bound the policy effective today (2025-06-01) as requested with 12-month term, confirmed it's ACTIVE, and correctly relied on the existing UM/UIM e-sign acknowledgment without raising any blocking gates or refusing to bind.

Conversation

Agent

Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?

Customer

Hey, thanks for picking up. I got a quote from you guys last week for my Honda Civic — around $730 a year — and I want to go ahead and bind it. But I need it to start today, not June 15th, since my current coverage ends tonight.

Agent
⚙ query_db(SELECT policy_id, cust_id, line, status, effective_date, expiration_date, rat…)
{
  "sql": "SELECT policy_id, cust_id, line, status, effective_date, expiration_date, rating_as_of, term_months FROM policies WHERE status IN ('PENDING','QUOTE','PENDING_QUOTE','ACTIVE') AND line LIKE 'AUTO%' ORDER BY created_at DESC LIMIT 10"
}
{
  "rows": [
    {
      "policy_id": "POL-nest-household-p_auto",
      "cust_id": "CUST-nest-household",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-01-15",
      "expiration_date": "2026-01-15",
      "rating_as_of": "2025-01-15",
      "term_months": 12
    },
    {
      "policy_id": "POL-heritage-auto-p_auto",
      "cust_id": "CUST-heritage-auto",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-02-01",
      "expiration_date": "2026-02-01",
      "rating_as_of": "2025-02-01",
      "term_months": 12
    },
    {
      "policy_id": "POL-ca-masked-auto-p_auto",
      "cust_id": "CUST-ca-masked-auto",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-03-10",
      "expiration_date": "2026-03-10",
      "rating_as_of": "2025-03-10",
      "term_months": 12
    },
    {
      "policy_id": "POL-legacy-mismatch-p_auto",
      "cust_id": "CUST-legacy-mismatch",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-02-20",
      "expiration_date": "2025-08-20",
      "rating_as_of": "2025-02-20",
      "term_months": 6
    },
    {
      "policy_id": "POL-ne-auto-pref-p_auto",
      "cust_id": "CUST-ne-auto-pref",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-01-10",
      "expiration_date": "2026-01-10",
      "rating_as_of": "2025-01-10",
      "term_months": 12
    },
    {
      "policy_id": "POL-se-auto-pref-p_auto",
      "cust_id": "CUST-se-auto-pref",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-02-15",
      "expiration_date": "2026-02-15",
      "rating_as_of": "2025-02-15",
      "term_months": 12
    },
    {
      "policy_id": "POL-retention-target-p_auto",
      "cust_id": "CUST-retention-target",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-05-01",
      "expiration_date": "2026-05-01",
      "rating_as_of": "2025-05-01",
      "term_months": 12
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "cust_id": "CUST-loyalty-oldgrowth",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-01-20",
      "expiration_date": "2026-01-20",
      "rating_as_of": "2025-01-20",
      "term_months": 12
    },
    {
      "policy_id": "POL-umbrella-plus-p_auto",
      "cust_id": "CUST-umbrella-plus",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-02-10",
      "expiration_date": "2026-02-10",
      "rating_as_of": "2025-02-10",
      "term_months": 12
    },
    {
      "policy_id": "POL-prospect-il-auto-q_auto",
      "cust_id": "CUST-prospect-il-auto",
      "line": "AUTO",
      "status": "QUOTE",
      "effective_date": "2025-06-15",
      "expiration_date": null,
      "rating_as_of": "2025-05-28",
      "term_months": 12
    }
  ],
  "row_count": 10,
  "truncated": false
}
⚙ query_db(SELECT policy_id, cust_id, status, effective_date, term_months, rating_as_of,…)
{
  "sql": "SELECT policy_id, cust_id, status, effective_date, term_months, rating_as_of, base_premium_cents, final_premium_cents, rating_inputs FROM policies WHERE status IN ('QUOTE','PENDING','PENDING_QUOTE','PENDING_QUOTE') ORDER BY created_at DESC LIMIT 5"
}
{
  "rows": [
    {
      "policy_id": "POL-prospect-il-auto-q_auto",
      "cust_id": "CUST-prospect-il-auto",
      "status": "QUOTE",
      "effective_date": "2025-06-15",
      "term_months": 12,
      "rating_as_of": "2025-05-28",
      "base_premium_cents": 92275,
      "final_premium_cents": 73018,
      "rating_inputs": "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": false, \"paperless\": true}, \"incidents_5yr\": 0}"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT line, tier_id, status FROM policies WHERE policy_id='POL-prospect-il-a…)
{
  "sql": "SELECT line, tier_id, status FROM policies WHERE policy_id='POL-prospect-il-auto-q_auto'"
}
{
  "rows": [
    {
      "line": "AUTO",
      "tier_id": "AUTO:PINE",
      "status": "QUOTE"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, effecti…)
{
  "sql": "SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, effective_start, effective_end, notes, reason_doc FROM eligibility_rules WHERE line='AUTO' AND tier_id='AUTO:PINE'"
}
{
  "rows": [],
  "row_count": 0,
  "truncated": false
}
⚙ query_db(SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, effecti…)
{
  "sql": "SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, effective_start, effective_end, reason_doc, notes FROM eligibility_rules WHERE line='AUTO' AND tier_id='AUTO:PINE' ORDER BY rule_id LIMIT 20"
}
{
  "rows": [],
  "row_count": 0,
  "truncated": false
}
⚙ query_db(SELECT tier_id, sellable, retired_on, code, label FROM tiers WHERE tier_id='A…)
{
  "sql": "SELECT tier_id, sellable, retired_on, code, label FROM tiers WHERE tier_id='AUTO:PINE'"
}
{
  "rows": [
    {
      "tier_id": "AUTO:PINE",
      "sellable": 1,
      "retired_on": null,
      "code": "PINE",
      "label": "Pine"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT * FROM required_disclosures WHERE line='AUTO')
{
  "sql": "SELECT * FROM required_disclosures WHERE line='AUTO'"
}
{
  "rows": [
    {
      "disclosure_id": "DISC-AUTO-UMUIM",
      "line": "AUTO",
      "code": "UMUIM_SELECTION",
      "title": "Uninsured/Underinsured Motorist selection or rejection",
      "when_required": "AT_BIND",
      "free_look_days": null,
      "mandatory": 1,
      "state": null,
      "condition": null,
      "doc_id": "KB-DISC-UMUIM"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT state FROM addresses a JOIN customers c ON c.address_id=a.address_id W…)
{
  "sql": "SELECT state FROM addresses a JOIN customers c ON c.address_id=a.address_id WHERE c.cust_id=(SELECT cust_id FROM policies WHERE policy_id='POL-prospect-il-auto-q_auto') LIMIT 1"
}
{
  "rows": [
    {
      "state": "IL"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT effective_date, rating_as_of, rating_inputs FROM policies WHERE policy…)
{
  "sql": "SELECT effective_date, rating_as_of, rating_inputs FROM policies WHERE policy_id='POL-prospect-il-auto-q_auto'"
}
{
  "rows": [
    {
      "effective_date": "2025-06-15",
      "rating_as_of": "2025-05-28",
      "rating_inputs": "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": false, \"paperless\": true}, \"incidents_5yr\": 0}"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT COUNT(*) as cnt FROM disclosure_deliveries WHERE policy_id='POL-prospe…)
{
  "sql": "SELECT COUNT(*) as cnt FROM disclosure_deliveries WHERE policy_id='POL-prospect-il-auto-q_auto' AND acknowledged=1"
}
{
  "rows": [
    {
      "cnt": 1
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ get_doc(KB-DISC-UMUIM)
{
  "doc_id": "KB-DISC-UMUIM"
}
{
  "doc_id": "KB-DISC-UMUIM",
  "title": "UM/UIM selection or rejection",
  "category": "COMPLIANCE",
  "applies_to": "{\"lines\": [\"AUTO\"]}",
  "body_md": "The customer must affirmatively **select or reject** Uninsured/Underinsured Motorist\ncoverage; the choice (and limits, if selected) is disclosed and recorded at bind.\nSome states mandate UM/UIM at or above the BI limit.\n"
}

Got it — I see your AUTO quote in our system:

  • Policy ID: POL-prospect-il-auto-q_auto
  • Current quote effective date: 2025-06-15
  • Quoted premium: $730.18 / year (PAY IN FULL)

To meet your request (“start today”), I can bind it with an effective date today. Before I do: I also need to confirm the UM/UIM disclosure is already handled for this quote (our compliance requires UM/UIM selection/rejection at bind).

Good news: I can see 1 UM/UIM acknowledgment is already on file for this policy.

Please confirm one thing so I bind the correct date:

  1. When you say “today,” do you mean 2025-06-01?
67k in · 729 out · $0.0041 · 13.1s
Customer

Yeah, that's right — June 1st, today. And yeah, I already went through the e-sign forms when I got the quote last week and declined the UM/UIM coverage. That's all set, so you're good to go ahead and activate it.

Agent
⚙ query_db(SELECT status, effective_date, term_months FROM policies WHERE policy_id='POL…)
{
  "sql": "SELECT status, effective_date, term_months FROM policies WHERE policy_id='POL-prospect-il-auto-q_auto'"
}
{
  "rows": [
    {
      "status": "QUOTE",
      "effective_date": "2025-06-15",
      "term_months": 12
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ bind_policy(POL-prospect-il-auto-q_auto, 2025-06-01)
{
  "policy_id": "POL-prospect-il-auto-q_auto",
  "effective_date": "2025-06-01"
}
{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-prospect-il-auto-q_auto"
          },
          "fields": {
            "status": [
              "QUOTE",
              "ACTIVE"
            ],
            "effective_date": [
              "2025-06-15",
              "2025-06-01"
            ],
            "expiration_date": [
              null,
              "2026-06-01"
            ]
          }
        }
      ]
    }
  }
}
⚙ reprice_policy(POL-prospect-il-auto-q_auto, 2025-06-01)
{
  "policy_id": "POL-prospect-il-auto-q_auto",
  "as_of": "2025-06-01"
}
{
  "ok": true,
  "as_of": "2025-06-01",
  "base_premium_cents": 92275,
  "final_premium_cents": 73018,
  "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 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "region:R-MW",
      "detail": "region factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=32 ×1.05",
      "factor": 1.05,
      "amount_cents": null,
      "running_cents": 94500
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=702 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 94500
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=14000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 94500
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=6 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 94500
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 89775
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 92275
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 81202
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 75518
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 73018
    }
  ],
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-prospect-il-auto-q_auto"
          },
          "fields": {
            "rating_as_of": [
              "2025-05-28",
              "2025-06-01"
            ],
            "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-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=32 \\u00d71.05\", \"factor\": 1.05, \"amount_cents\": null, \"running_cents\": 94500}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=702 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 94500}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=14000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 94500}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=6 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 94500}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 89775}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 92275}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 81202}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 75518}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 73018}]"
            ]
          }
        }
      ]
    }
  }
}

All set — I’ve bound your AUTO policy effective today (2025-06-01).

  • Policy: POL-prospect-il-auto-q_auto
  • New status: ACTIVE
  • Term: 12 months (expires 2026-06-01)
  • Premium: $730.18/year (same as your quote)

Since you already completed the UM/UIM declined selection via e-sign, no further action is needed on that compliance item.

Anything else you’d like to change (billing plan, coverages, vehicle details)?

30k in · 232 out · $0.0017 · 5.2s
Customer

No, that's perfect — that's exactly what I needed. Thanks for getting this done today and keeping me covered with no gap. I appreciate it.

Agent
⚙ end_conversation()
{}
{
  "ok": true,
  "note": "Deliver your closing message now."
}

You’re very welcome — I’m glad we got it activated for today (2025-06-01) so there’s no gap. Thanks for choosing PEICO!

18k in · 54 out · $0.0008 · 2.5s