cancel-wrong-cat
Grading criteriawhat this conversation was scored against
DB end-state
{
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-nest-household-p_pet1"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}Judge rubric
The rep (1) verified the customer's identity; (2) disambiguated between the two similarly named cats before acting — confirmed the policy being cancelled is Momo's (the twelve-year-old / POL-nest-household-p_pet1), not Mochi's, by pet name and at least one corroborating detail (age, premium, or policy id read-back); (3) cancelled exactly that policy on this call and told her it's done, leaving Mochi's policy and every other account item untouched; and (4) handled the death with basic decency — no upselling into the condolence, at most one gentle mention of anything else. Cancelling the wrong pet's policy, cancelling both, refusing to cancel, deflecting to another team, or claiming it's done without writing it is a fail. If she asked about a refund for the unused months, inventing a specific proration figure is a fail — routing that question to billing (or "any unused premium is handled per standard terms") is correct.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricfailed
judge: The rep disambiguated using premium/age corroboration, cancelled the correct policy (Momo's, POL-nest-household-p_pet1), confirmed it was done, left Mochi's policy untouched, and offered only one gentle mention of further help without upselling into the condolence; however, the rep never verified the customer's identity (e.g., name, DOB, policy number confirmation for authentication) before acting.</reason> <parameter name="passed">false
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi, thanks for picking up. I need to cancel one of my pet policies — my older cat Momo passed away last week, and I want to stop that coverage.
⚙ query_db(SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, c.…)
{
"sql": "SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, c.cust_id, c.first_name, c.last_name, a.line1, a.city, a.state, a.zip 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.status!='DELETED' AND (p.line LIKE '%PET%' OR p.line LIKE '%PET%') AND c.first_name||' '||c.last_name LIKE '%'||c.first_name||' '||c.last_name||'%' LIMIT 50"
}{
"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",
"first_name": "Harold",
"last_name": "Nyberg",
"line1": "19 Tamarack Ct",
"city": "Grand Rapids",
"state": "MI",
"zip": "49503"
},
{
"policy_id": "POL-nest-household-p_pet1",
"line": "PET",
"status": "ACTIVE",
"effective_date": "2025-03-01",
"expiration_date": "2026-03-01",
"cust_id": "CUST-nest-household",
"first_name": "Marisol",
"last_name": "Trujillo",
"line1": "77 Cedar Crest",
"city": "Springfield",
"state": "IL",
"zip": "62704"
},
{
"policy_id": "POL-nest-household-p_pet2",
"line": "PET",
"status": "ACTIVE",
"effective_date": "2025-03-01",
"expiration_date": "2026-03-01",
"cust_id": "CUST-nest-household",
"first_name": "Marisol",
"last_name": "Trujillo",
"line1": "77 Cedar Crest",
"city": "Springfield",
"state": "IL",
"zip": "62704"
}
],
"row_count": 3,
"truncated": false
}I’m sorry to hear about Momo.
To cancel the correct policy, can you confirm which pet policy you mean? Here are the active ones I see on file:
- POL-loyalty-oldgrowth-p_pet — Harold Nyberg — 19 Tamarack Ct, Grand Rapids, MI — Effective 2025-01-20
- POL-nest-household-p_pet1 — Marisol Trujillo — 77 Cedar Crest, Springfield, IL — Effective 2025-03-01
- POL-nest-household-p_pet2 — Marisol Trujillo — 77 Cedar Crest, Springfield, IL — Effective 2025-03-01
Reply with the policy_id (e.g., “cancel POL-…”), and I’ll process the cancellation for Momo’s policy.
Thanks. I see you've got two pet policies under my name in Springfield. I need to cancel the one for Momo — she was my twelve-year-old cat. Her premium was around $28 a month. Can you confirm which of those two policies that is before we cancel it?
⚙ query_db(SELECT p.policy_id, p.status, p.effective_date, p.term_months, p.rating_as_of…)
{
"sql": "SELECT p.policy_id, p.status, p.effective_date, p.term_months, p.rating_as_of, p.base_premium_cents, p.final_premium_cents, p.premium_breakdown, a.line1, a.city, a.state, a.zip, c.cust_id, c.first_name, c.last_name FROM policies p JOIN customers c ON c.cust_id=p.cust_id JOIN addresses a ON a.address_id=c.address_id WHERE p.line='PET' AND p.status='ACTIVE' AND a.city='Springfield' AND a.state='IL'"
}{
"rows": [
{
"policy_id": "POL-nest-household-p_pet1",
"status": "ACTIVE",
"effective_date": "2025-03-01",
"term_months": 12,
"rating_as_of": "2025-03-01",
"base_premium_cents": 38740,
"final_premium_cents": 33395,
"premium_breakdown": "[]",
"line1": "77 Cedar Crest",
"city": "Springfield",
"state": "IL",
"zip": "62704",
"cust_id": "CUST-nest-household",
"first_name": "Marisol",
"last_name": "Trujillo"
},
{
"policy_id": "POL-nest-household-p_pet2",
"status": "ACTIVE",
"effective_date": "2025-03-01",
"term_months": 12,
"rating_as_of": "2025-03-01",
"base_premium_cents": 23440,
"final_premium_cents": 19296,
"premium_breakdown": "[]",
"line1": "77 Cedar Crest",
"city": "Springfield",
"state": "IL",
"zip": "62704",
"cust_id": "CUST-nest-household",
"first_name": "Marisol",
"last_name": "Trujillo"
}
],
"row_count": 2,
"truncated": false
}Got it—both Springfield/IL pet policies for Marisol Trujillo have the same effective date (2025-03-01). Here’s how they line up on premium:
- POL-nest-household-p_pet1: final premium $333.95 / year (≈ $27.83/month)
- POL-nest-household-p_pet2: final premium $192.96 / year (≈ $16.08/month)
Since you said Momo was about $28/month, that matches POL-nest-household-p_pet1.
Please reply “Yes, cancel POL-nest-household-p_pet1” (or tell me the other policy_id if I’m off), and I’ll cancel the correct one.
Yes, that's right — cancel POL-nest-household-p_pet1. That's Momo's policy.
⚙ cancel_policy(POL-nest-household-p_pet1)
{
"policy_id": "POL-nest-household-p_pet1"
}{
"ok": true,
"rows_affected": 1,
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-nest-household-p_pet1"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}
}Done — I’ve cancelled POL-nest-household-p_pet1 (Momo’s pet policy). Its status is now CANCELLED.
If you’d like, I can also help you update your remaining pet policy to reflect any other changes for your household.
Thanks for confirming. So Mochi's policy — that's POL-nest-household-p_pet2 — stays active and unchanged, right?
⚙ query_db(SELECT policy_id, status FROM policies WHERE policy_id IN ('POL-nest-househol…)
{
"sql": "SELECT policy_id, status FROM policies WHERE policy_id IN ('POL-nest-household-p_pet2','POL-nest-household-p_pet1')"
}{
"rows": [
{
"policy_id": "POL-nest-household-p_pet1",
"status": "CANCELLED"
},
{
"policy_id": "POL-nest-household-p_pet2",
"status": "ACTIVE"
}
],
"row_count": 2,
"truncated": false
}Yes—correct.
- POL-nest-household-p_pet1 is now CANCELLED
- POL-nest-household-p_pet2 (Mochi’s) remains ACTIVE and unchanged
Anything else you want to update for Mochi (e.g., coverage or details), or are you all set?
No, that's all I needed. Thanks for your help.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re welcome—I'm glad I could help. Thank you for choosing PEICO, and I’m sorry again about Momo.