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)

Passedcustomer: Harold Nyberg · 7 turns · 17s · $0.0024 · 42k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep confirmed executing the cancellation of the specific pet policy (POL-loyalty-oldgrowth-p_pet), explicitly stated it was now CANCELLED, and confirmed the auto policy remains active, satisfying the rubric.

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 need to cancel my pet insurance policy with you — the one for my dog Biscuit. But I want to keep my auto policy active.

Agent

⚙ 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.cust_id FROM policies p JOIN policy_objects po ON po.policy_id=p.policy_id JOIN pets pt ON pt.pet_id=po.object_id AND po.object_type='pet' WHERE pt.name LIKE 'Biscuit' COLLATE NOCASE;"
}

{
  "rows": [
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "status": "ACTIVE",
      "effective_date": "2025-01-20",
      "expiration_date": "2026-01-20",
      "cust_id": "CUST-loyalty-oldgrowth"
    }
  ],
  "row_count": 1,
  "truncated": false
}

Got it—you want to cancel your pet insurance policy for your dog Biscuit and keep your auto policy active.

I found the Biscuit pet policy:

Policy ID: POL-loyalty-oldgrowth-p_pet
Line: PET
Status: ACTIVE
Effective: 2025-01-20 (through 2026-01-20)

Please confirm: do you want me to cancel POL-loyalty-oldgrowth-p_pet now?

9,642 in · 193 out · $0.0006 · 2.9s

Customer

Yes, that's right — cancel that pet policy for Biscuit. And just to be clear, my auto policy stays active. Go ahead and cancel it.

Agent

⚙ query_db(SELECT p.policy_id, p.line, p.status FROM policies p WHERE p.policy_id='POL-l…)

{
  "sql": "SELECT p.policy_id, p.line, p.status FROM policies p WHERE p.policy_id='POL-loyalty-oldgrowth-p_pet'"
}

{
  "rows": [
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "status": "ACTIVE"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT po.policy_id AS dependent_policy_id, po2.policy_id AS underlying_polic…)

{
  "sql": "SELECT po.policy_id AS dependent_policy_id, po2.policy_id AS underlying_policy_id, p2.line AS underlying_line FROM policy_objects po JOIN policies p1 ON p1.policy_id=po.policy_id JOIN policies p2 ON p2.policy_id=p1.underlying_policy_id JOIN policy_objects po2 ON po2.policy_id=p2.policy_id AND po2.object_type='pet' WHERE po2.object_type='pet' AND po2.object_id IN (SELECT pt.pet_id FROM pets pt WHERE pt.name LIKE 'Biscuit' COLLATE NOCASE) LIMIT 20"
}

{
  "rows": [],
  "row_count": 0,
  "truncated": false
}

⚙ query_db(SELECT policy_id, underlying_policy_id, line FROM policies WHERE policy_id='P…)

{
  "sql": "SELECT policy_id, underlying_policy_id, line FROM policies WHERE policy_id='POL-loyalty-oldgrowth-p_pet'"
}

{
  "rows": [
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "underlying_policy_id": null,
      "line": "PET"
    }
  ],
  "row_count": 1,
  "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"
            ]
          }
        }
      ]
    }
  }
}

Done — I’ve cancelled your pet policy for Biscuit.

Cancelled policy: POL-loyalty-oldgrowth-p_pet
New status: CANCELLED

And confirmed: this pet policy had no underlying policy dependency, so your auto policy remains active.

If you’d like, tell me when you want the cancellation to take effect (immediately vs. at the end of the term) and I can review what’s possible on your billing side.

26k in · 345 out · $0.0015 · 6.5s

Customer

No, that's all set—immediate cancellation is fine. Thanks for taking care of that for me.

Agent

You’re welcome! Since you confirmed immediate cancellation is fine, that’s all set.

Thanks again for choosing PEICO—please reach out anytime if you need anything else.

5,635 in · 39 out · $0.0003 · 1.0s