← GPT-5.4 nano (none)

pet-wellness-drop-phone

Grading criteriawhat this conversation was scored against

DB end-state

{
  "customers": {
    "changed": [
      {
        "pk": {
          "cust_id": "CUST-loyalty-oldgrowth"
        },
        "fields": {
          "phone": [
            null,
            "616-555-0148"
          ]
        }
      }
    ]
  },
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-loyalty-oldgrowth-p_pet"
        },
        "fields": {
          "base_premium_cents": [
            68170,
            56170
          ],
          "final_premium_cents": [
            56117,
            45834
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ]
        }
      }
    ]
  },
  "policy_coverages": {
    "removed": [
      {
        "pk": {
          "policy_id": "POL-loyalty-oldgrowth-p_pet",
          "coverage_id": "PET:WELLNESS"
        },
        "row": {
          "policy_id": "POL-loyalty-oldgrowth-p_pet",
          "coverage_id": "PET:WELLNESS",
          "value": "true",
          "premium_contribution_cents": 12000
        }
      }
    ]
  }
}

Judge rubric

The rep completed BOTH requests on this call: (1) removed the wellness rider from the PET policy and repriced it, telling him a concrete outcome — the $120/yr list price, the true savings of about $102.83/yr, or the new total of about $458.34/yr are all acceptable; and (2) stored his phone number exactly as dictated (616-555-0148), ideally with a read-back. The auto policy and everything else stay untouched. Completing only one of the two and ending the call is a fail. Removing the rider without repricing, storing a mistyped number, refusing either request, or deflecting either to another team is a fail. Briefly confirming what the rider covers before removal is good practice, not a fail.

Passedcustomer: Harold Nyberg · 7 turns · 23s · $0.0062 · 85k tok in

Verdicts

DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep reported the new premium of $458.34/yr after removing the wellness rider (satisfying the repricing requirement) and correctly captured and read back the phone number 616-555-0148 exactly as dictated, with no changes to the auto policy.

Conversation

Agent

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

Customer

Hi there. I'm Harold Nyberg — I've been with PEICO for about 17 years. I need to make two quick changes today: drop the wellness rider from Biscuit's pet policy, and add my cell phone number to my account.

Agent
⚙ query_db(SELECT cust_id, legacy_acct, first_name, last_name, phone, email FROM custome…)
{
  "sql": "SELECT cust_id, legacy_acct, first_name, last_name, phone, email FROM customers WHERE (first_name || ' ' || last_name) LIKE 'Harold Nyberg' OR (last_name LIKE 'Nyberg' AND first_name LIKE 'Harold') LIMIT 5"
}
{
  "rows": [
    {
      "cust_id": "CUST-loyalty-oldgrowth",
      "legacy_acct": "EVG7782M3",
      "first_name": "Harold",
      "last_name": "Nyberg",
      "phone": null,
      "email": "harold.nyberg@example.com"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, d.…)
{
  "sql": "SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, d.dwelling_id, peico_risk FROM policies p JOIN customers c ON c.cust_id = p.cust_id JOIN policy_objects po ON po.policy_id = p.policy_id JOIN pets pe ON pe.pet_id = po.object_id WHERE c.cust_id = 'CUST-loyalty-oldgrowth' AND pe.name LIKE 'Biscuit%' LIMIT 10"
}
{
  "error": "sql_error",
  "detail": "no such column: d.dwelling_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.rating_as_of, c.cust_id, pe.pet_id, pe.name FROM policies p JOIN customers c ON c.cust_id = p.cust_id JOIN policy_objects po ON po.policy_id = p.policy_id JOIN pets pe ON pe.pet_id = po.object_id WHERE c.cust_id = 'CUST-loyalty-oldgrowth' AND pe.name LIKE 'Biscuit%' LIMIT 10"
}
{
  "rows": [
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "status": "ACTIVE",
      "effective_date": "2025-01-20",
      "expiration_date": "2026-01-20",
      "rating_as_of": "2025-01-20",
      "cust_id": "CUST-loyalty-oldgrowth",
      "pet_id": "PET-loyalty-oldgrowth-pet1",
      "name": "Biscuit"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT pc.policy_id, pc.coverage_id, pc.value FROM policy_coverages pc WHERE …)
{
  "sql": "SELECT pc.policy_id, pc.coverage_id, pc.value FROM policy_coverages pc WHERE pc.policy_id = 'POL-loyalty-oldgrowth-p_pet' LIMIT 50"
}
{
  "rows": [
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "coverage_id": "PET:ANNUAL_MAX",
      "value": "2000000"
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "coverage_id": "PET:DEDUCT",
      "value": "10000"
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "coverage_id": "PET:DENTAL",
      "value": "true"
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "coverage_id": "PET:EXAM_FEE",
      "value": "true"
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "coverage_id": "PET:REIMB_PCT",
      "value": "0.9"
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "coverage_id": "PET:WELLNESS",
      "value": "true"
    }
  ],
  "row_count": 6,
  "truncated": false
}
⚙ query_db(SELECT c.coverage_id, c.code, c.label, c.notes FROM coverages c WHERE c.cover…)
{
  "sql": "SELECT c.coverage_id, c.code, c.label, c.notes FROM coverages c WHERE c.coverage_id LIKE 'PET:%' AND (c.label LIKE '%wellness%' OR c.code LIKE '%WELL%') LIMIT 20"
}
{
  "rows": [
    {
      "coverage_id": "PET:WELLNESS",
      "code": "WELLNESS",
      "label": "Wellness/Routine Care",
      "notes": "Evergreen add-on."
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ update_contact(CUST-loyalty-oldgrowth, (cell))
{
  "cust_id": "CUST-loyalty-oldgrowth",
  "phone": "(cell)"
}
{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "customers": {
      "changed": [
        {
          "pk": {
            "cust_id": "CUST-loyalty-oldgrowth"
          },
          "fields": {
            "phone": [
              null,
              "(cell)"
            ]
          }
        }
      ]
    }
  }
}
⚙ update_coverages(POL-loyalty-oldgrowth-p_pet, ["WELLNESS"])
{
  "policy_id": "POL-loyalty-oldgrowth-p_pet",
  "remove": [
    "WELLNESS"
  ]
}
{
  "ok": true,
  "changesets": [
    {
      "policy_coverages": {
        "removed": [
          {
            "pk": {
              "policy_id": "POL-loyalty-oldgrowth-p_pet",
              "coverage_id": "PET:WELLNESS"
            },
            "row": {
              "policy_id": "POL-loyalty-oldgrowth-p_pet",
              "coverage_id": "PET:WELLNESS",
              "value": "true",
              "premium_contribution_cents": 12000
            }
          }
        ]
      }
    }
  ],
  "note": "stored premium is now stale — call reprice_policy to recompute"
}
⚙ reprice_policy(POL-loyalty-oldgrowth-p_pet, 2025-06-01)
{
  "policy_id": "POL-loyalty-oldgrowth-p_pet",
  "as_of": "2025-06-01"
}
{
  "ok": true,
  "as_of": "2025-06-01",
  "base_premium_cents": 56170,
  "final_premium_cents": 45834,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $240",
      "factor": null,
      "amount_cents": null,
      "running_cents": 24000
    },
    {
      "step": "BASE",
      "code": "tier:EVERGREEN",
      "detail": "tier factor ×1.45",
      "factor": 1.45,
      "amount_cents": null,
      "running_cents": 34800
    },
    {
      "step": "BASE",
      "code": "region:R-MW",
      "detail": "region factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 34800
    },
    {
      "step": "RISK",
      "code": "factor:species",
      "detail": "species=DOG ×1.1",
      "factor": 1.1,
      "amount_cents": null,
      "running_cents": 38280
    },
    {
      "step": "RISK",
      "code": "factor:pet_age",
      "detail": "pet_age=5 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 38280
    },
    {
      "step": "RISK",
      "code": "factor:reimburse_pct",
      "detail": "reimburse_pct=0.9 ×1.18",
      "factor": 1.18,
      "amount_cents": null,
      "running_cents": 45170
    },
    {
      "step": "COVERAGE",
      "code": "DENTAL",
      "detail": "+ DENTAL $60",
      "factor": null,
      "amount_cents": 6000,
      "running_cents": 51170
    },
    {
      "step": "COVERAGE",
      "code": "EXAM_FEE",
      "detail": "+ EXAM_FEE $25",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 53670
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 56170
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 52238
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 49738
    },
    {
      "step": "DISCOUNT",
      "code": "AUTOPAY",
      "detail": "−3%",
      "factor": 0.97,
      "amount_cents": null,
      "running_cents": 48246
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 45834
    }
  ],
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-loyalty-oldgrowth-p_pet"
          },
          "fields": {
            "rating_as_of": [
              "2025-01-20",
              "2025-06-01"
            ],
            "base_premium_cents": [
              68170,
              56170
            ],
            "final_premium_cents": [
              56117,
              45834
            ],
            "premium_breakdown": [
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $240\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 24000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.45\", \"factor\": 1.45, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"RISK\", \"code\": \"factor:species\", \"detail\": \"species=DOG \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:pet_age\", \"detail\": \"pet_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:reimburse_pct\", \"detail\": \"reimburse_pct=0.9 \\u00d71.18\", \"factor\": 1.18, \"amount_cents\": null, \"running_cents\": 45170}, {\"step\": \"COVERAGE\", \"code\": \"DENTAL\", \"detail\": \"+ DENTAL $60\", \"factor\": null, \"amount_cents\": 6000, \"running_cents\": 51170}, {\"step\": \"COVERAGE\", \"code\": \"EXAM_FEE\", \"detail\": \"+ EXAM_FEE $25\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 53670}, {\"step\": \"COVERAGE\", \"code\": \"WELLNESS\", \"detail\": \"+ WELLNESS $120\", \"factor\": null, \"amount_cents\": 12000, \"running_cents\": 65670}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 68170}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 63398}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 60898}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 59071}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 56117}]",
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $240\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 24000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.45\", \"factor\": 1.45, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"RISK\", \"code\": \"factor:species\", \"detail\": \"species=DOG \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:pet_age\", \"detail\": \"pet_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:reimburse_pct\", \"detail\": \"reimburse_pct=0.9 \\u00d71.18\", \"factor\": 1.18, \"amount_cents\": null, \"running_cents\": 45170}, {\"step\": \"COVERAGE\", \"code\": \"DENTAL\", \"detail\": \"+ DENTAL $60\", \"factor\": null, \"amount_cents\": 6000, \"running_cents\": 51170}, {\"step\": \"COVERAGE\", \"code\": \"EXAM_FEE\", \"detail\": \"+ EXAM_FEE $25\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 53670}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 56170}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 52238}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 49738}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 48246}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 45834}]"
            ]
          }
        }
      ]
    }
  }
}

All set, Harold — I made both updates.

  1. Dropped the wellness rider from Biscuit’s pet policy
  • Removed coverage: Wellness/Routine Care (PET:WELLNESS)
  • Policy: POL-loyalty-oldgrowth-p_pet
  • New premium (as of 2025-06-01): $458.34 (previously higher)
  1. Added your cell phone number to your account
  • Customer record: CUST-loyalty-oldgrowth
  • Updated: phone = “(cell)”

One quick check: I only saved what you provided in-chat (“(cell)”). What’s your actual cell number in digits (e.g., 555-123-4567), and I’ll update it to the correct value.

51k in · 685 out · $0.0038 · 12.1s
Customer

Great, thanks. My cell is six one six, five five five, zero one four eight.

Agent
⚙ update_contact(CUST-loyalty-oldgrowth, 616-555-0148)
{
  "cust_id": "CUST-loyalty-oldgrowth",
  "phone": "616-555-0148"
}
{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "customers": {
      "changed": [
        {
          "pk": {
            "cust_id": "CUST-loyalty-oldgrowth"
          },
          "fields": {
            "phone": [
              "(cell)",
              "616-555-0148"
            ]
          }
        }
      ]
    }
  }
}

Perfect — I updated your cell phone number to 616-555-0148 on your PEICO account (CUST-loyalty-oldgrowth).

Anything else you’d like to adjust today?

17k in · 78 out · $0.0012 · 3.2s
Customer

Nope, that's it. Thanks for taking care of both of those — really appreciate it.

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

You’re very welcome, Harold — I’m glad I could take care of both for you. Have a great day!

17k in · 41 out · $0.0012 · 2.1s