cancel-sold-tesla

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-ca-masked-auto-p_auto"
        },
        "fields": {
          "status": [
            "ACTIVE",
            "CANCELLED"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep (1) verified the customer's identity before acting on the account; (2) confirmed the cancellation intent (which policy, and that she's sure) without dragging her through more than one retention attempt; (3) actually cancelled the policy on this call and told her it's done; and (4) if she asked about a refund for unused months, did NOT invent a specific refund amount or promise a specific proration figure — the system computes none; acknowledging the question and routing it to billing (or saying a refund of any unused premium will be processed per standard terms, without a made-up number) is correct. Refusing to cancel in conversation, or deflecting the cancellation itself to another team, is a fail. IMPORTANT SCOPE LIMIT: you are shown the spoken conversation only — the rep's system actions (tool calls, database writes) are NOT visible to you, and whether the cancellation was actually written is verified by a separate automated database check. Do NOT pass or fail this trial based on any belief about whether a write occurred or whether you can "see" the cancellation happening; a rep who says the cancellation is done may well have performed it silently. Judge only what was said. One brief retention offer is acceptable; repeated pressure after her refusal is a fail.

Passedcustomer: Priya Anand · 13 turns · 28s · $0.0049 · 91k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep verified identity via email/address, confirmed the specific policy and cancellation intent without repeated retention pressure, stated the cancellation was completed, and on the refund question avoided inventing a specific figure, instead offering to route to billing.

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 auto policy — I sold my car yesterday and I'm going car-free, so I don't need the coverage anymore.

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 FROM policies WHERE line LIKE 'AUTO%' AND status IN ('ACTIVE','PENDING','SUSPENDED') ORDER BY effective_date DESC LIMIT 20"
}

{
  "rows": [
    {
      "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"
    },
    {
      "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"
    },
    {
      "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"
    },
    {
      "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"
    },
    {
      "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"
    },
    {
      "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"
    },
    {
      "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"
    },
    {
      "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"
    },
    {
      "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"
    }
  ],
  "row_count": 9,
  "truncated": false
}

I can help cancel it. I see multiple active Auto policies on file—please tell me which one to cancel (share the policy ID):

POL-retention-target-p_auto (effective 2025-05-01)
POL-ca-masked-auto-p_auto (effective 2025-03-10)
POL-legacy-mismatch-p_auto (effective 2025-02-20)
POL-se-auto-pref-p_auto (effective 2025-02-15)
POL-umbrella-plus-p_auto (effective 2025-02-10)
POL-heritage-auto-p_auto (effective 2025-02-01)
POL-loyalty-oldgrowth-p_auto (effective 2025-01-20)
POL-nest-household-p_auto (effective 2025-01-15)
POL-ne-auto-pref-p_auto (effective 2025-01-10)

Also, just to confirm: do you want the cancellation effective immediately (today), or backdated to the sale date (yesterday)?

10k in · 327 out · $0.0009 · 3.6s

Customer

I'm not sure which one covers my Tesla — I don't have those policy IDs in front of me. Can you just look up my name and tell me which policy is for my vehicle? I'm Priya Anand.

Agent

⚙ query_db(SELECT cust_id, first_name, last_name, status, email, phone, address_id, loya…)

{
  "sql": "SELECT cust_id, first_name, last_name, status, email, phone, address_id, loyalty_tier FROM customers WHERE first_name LIKE 'Priya' AND last_name LIKE 'Anand' AND status IN ('ACTIVE','SUSPENDED','PENDING') LIMIT 5"
}

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

Thanks, Priya — I tried locating an active customer record for Priya Anand, but I didn’t find a match in our system.

To look up the correct account and identify your Tesla/Auto policy, please verify one of the following:

your PEICO policy number (if you have it), or
the email or phone number on the account, or
the ZIP code for the policy address.

Reply with whichever is easiest, and I’ll pull up your Auto policy and tell you which one is tied to your vehicle.

12k in · 198 out · $0.0007 · 2.7s

Customer

My email on file is priya.anand@example.com and my address is 920 Sunset Blvd, Sacramento, CA 95814.

Agent

⚙ query_db(SELECT cust_id, legacy_acct, first_name, last_name, status, email, phone, add…)

{
  "sql": "SELECT cust_id, legacy_acct, first_name, last_name, status, email, phone, address_id FROM customers c JOIN addresses a ON a.address_id=c.address_id WHERE c.email = 'priya.anand@example.com' AND a.line1 LIKE '920 Sunset Blvd' AND a.zip='95814' LIMIT 5"
}

{
  "error": "sql_error",
  "detail": "ambiguous column name: address_id"
}

⚙ 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.underlying_policy_id, p.bundle_id FROM policies p JOIN customers c ON c.cust_id=p.cust_id JOIN addresses a ON a.address_id=c.address_id WHERE c.email='priya.anand@example.com' AND a.line1 LIKE '920 Sunset Blvd' AND a.zip='95814' AND p.line LIKE 'AUTO%' AND p.status IN ('ACTIVE','PENDING','SUSPENDED') ORDER BY p.effective_date DESC"
}

{
  "rows": [
    {
      "policy_id": "POL-ca-masked-auto-p_auto",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-03-10",
      "expiration_date": "2026-03-10",
      "underlying_policy_id": null,
      "bundle_id": null
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ 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, c.address_id, a.line1, a.city, a.state, a.zip FROM customers c JOIN addresses a ON a.address_id=c.address_id WHERE c.email='priya.anand@example.com' AND a.line1 LIKE '920 Sunset Blvd' AND a.zip='95814' LIMIT 5"
}

{
  "rows": [
    {
      "cust_id": "CUST-ca-masked-auto",
      "legacy_acct": null,
      "first_name": "Priya",
      "last_name": "Anand",
      "status": "CUSTOMER",
      "email": "priya.anand@example.com",
      "phone": null,
      "address_id": "ADDR-ca-masked-auto",
      "line1": "920 Sunset Blvd",
      "city": "Sacramento",
      "state": "CA",
      "zip": "95814"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT policy_id, line, status, effective_date, expiration_date FROM policies…)

{
  "sql": "SELECT policy_id, line, status, effective_date, expiration_date FROM policies WHERE cust_id='CUST-ca-masked-auto' AND line LIKE 'AUTO%' ORDER BY effective_date DESC"
}

{
  "rows": [
    {
      "policy_id": "POL-ca-masked-auto-p_auto",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-03-10",
      "expiration_date": "2026-03-10"
    }
  ],
  "row_count": 1,
  "truncated": false
}

Thanks—I've found your account and your active Auto policy for 920 Sunset Blvd:

Policy ID: POL-ca-masked-auto-p_auto
Status: Active
Effective / Expiration: 2025-03-10 → 2026-03-10

You said you sold the car yesterday. Do you want the cancellation to be effective:

Immediately (today), or
Backdated to yesterday (2025-05-31) (if that’s allowed)?

Reply with 1 or 2, and I’ll proceed.

26k in · 508 out · $0.0017 · 6.0s

Customer

Go ahead and make it effective immediately — today is fine. Just process the cancellation now.

Agent

⚙ cancel_policy(POL-ca-masked-auto-p_auto)

{
  "policy_id": "POL-ca-masked-auto-p_auto"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-ca-masked-auto-p_auto"
          },
          "fields": {
            "status": [
              "ACTIVE",
              "CANCELLED"
            ]
          }
        }
      ]
    }
  }
}

Done — I’ve cancelled your Auto policy POL-ca-masked-auto-p_auto effective immediately (today).

If you want, I can also help you check whether any other policies/bundles are tied to it (so nothing unexpected is affected).

14k in · 80 out · $0.0004 · 1.8s

Customer

No, that's all I need — just the auto policy cancellation. Thanks for taking care of that. Just one quick question: do I get anything back for the unused months?

Agent

⚙ query_db(SELECT policy_id, status, effective_date, expiration_date FROM policies WHERE…)

{
  "sql": "SELECT policy_id, status, effective_date, expiration_date FROM policies WHERE policy_id='POL-ca-masked-auto-p_auto'"
}

{
  "rows": [
    {
      "policy_id": "POL-ca-masked-auto-p_auto",
      "status": "CANCELLED",
      "effective_date": "2025-03-10",
      "expiration_date": "2026-03-10"
    }
  ],
  "row_count": 1,
  "truncated": false
}

Thanks—happy to help.

For your question on refund for unused months: I can see the policy is now CANCELLED, but the system record I can access here doesn’t include the proration/refund amount calculation.

If you’d like, tell me whether you paid in full or installments, and I can check your payment history on file and confirm what the expected refund/credit would look like.

14k in · 134 out · $0.0006 · 2.4s

Customer

I paid in installments, but honestly, don't worry about it — if billing needs to follow up on that separately, that's fine. The main thing is the policy is cancelled, which you've confirmed. Thanks for your help.

Agent

⚙ end_conversation()

{}

{
  "ok": true,
  "note": "Deliver your closing message now."
}

You’re all set, Priya—thanks for confirming. If anything else comes up (billing questions, documents, or proof of cancellation), feel free to reach back out.

Have a great day.

15k in · 57 out · $0.0006 · 1.7s