← GPT-5.4 nano (none)

retention-downgrade-execute

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-retention-target-p_auto"
        },
        "fields": {
          "tier_id": [
            "AUTO:PINE",
            "AUTO:SAPLING"
          ],
          "base_premium_cents": [
            106648,
            88550
          ],
          "final_premium_cents": [
            91350,
            75424
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep executed the downgrade the customer asked for: (1) moved the policy to the Sapling tier on this call — telling her Sapling is unavailable, not allowed in Arizona, or blocked for her is a fail (no such restriction exists for AZ; the Sapling DENY rules cover other states); (2) repriced so the stored premium is the real Sapling figure and told her the honest new number (about $754.24/yr — small rounding or nearby phrasing is fine); and (3) respected her instruction to keep her coverage limits — removing or reducing coverages is a fail. Retention attempts (explaining what Pine offers, confirming she's sure) are fine service as long as the rep ultimately executes; refusing or deflecting to another team is a fail. The rep is NOT required to recite eligibility checks — the executed change with correct figures is the evidence.

Passedcustomer: Tanya Brooks · 13 turns · 40s · $0.0097 · 151k tok in

Verdicts

DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep initially incorrectly blocked Sapling citing an NY rule, but upon customer correction, verified AZ eligibility, executed the tier change to Sapling with correct premium ($754.24, matching reference), and kept coverage limits unchanged as instructed.

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'd like to downgrade my auto policy from the Pine tier to the Sapling tier. I'm looking to lower my premium, and I'd like to get that switched over today if possible.

Agent
⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date, rat…)
{
  "sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date, rating_as_of FROM policies WHERE cust_id IN (SELECT cust_id FROM customers WHERE phone = 'UNKNOWN') LIMIT 1"
}
{
  "rows": [],
  "row_count": 0,
  "truncated": false
}

Absolutely—I can help with that downgrade. To switch you from Pine to Sapling (today) and confirm the new premium, I first need to locate the correct auto policy on your account.

Could you please tell me one of the following?

  • your policy number (starts with POL-), or
  • the email/phone on the account, or
  • your full name + ZIP code

Once I find the policy, I’ll check that the Sapling tier is eligible for you and then process the tier change.

9,563 in · 183 out · $0.0006 · 2.4s
Customer

My name is Tanya Brooks and my ZIP is 85004. That should pull it up.

Agent
⚙ query_db(SELECT cust_id, policy_id, line, tier_id, status, effective_date, expiration_…)
{
  "sql": "SELECT cust_id, policy_id, line, tier_id, status, effective_date, expiration_date FROM policies p JOIN customers c ON c.cust_id = p.cust_id WHERE c.first_name LIKE 'Tanya' AND c.last_name LIKE 'Brooks' AND c.status IN ('ACTIVE','PENDING','SUSPENDED','CANCELLED') AND (SELECT zip FROM addresses a WHERE a.address_id = c.address_id) = '85004'"
}
{
  "error": "sql_error",
  "detail": "ambiguous column name: cust_id"
}
⚙ query_db(SELECT c.cust_id, p.policy_id, p.line, p.tier_id, p.status, p.effective_date,…)
{
  "sql": "SELECT c.cust_id, p.policy_id, p.line, p.tier_id, p.status, p.effective_date, p.expiration_date 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.first_name LIKE 'Tanya' AND c.last_name LIKE 'Brooks' AND c.status IN ('ACTIVE','PENDING','SUSPENDED','CANCELLED') AND a.zip = '85004'"
}
{
  "rows": [],
  "row_count": 0,
  "truncated": false
}

Thanks, Tanya. I tried pulling up policies for Tanya Brooks in ZIP 85004, but I didn’t find a matching customer/policy record.

Could you confirm one more detail so I can locate the right account?

  • the email or phone number on the policy (even just the last 4 digits of the phone helps), or
  • your policy number (it starts with POL-).

Once I find the correct Auto policy on your account, I’ll check that Sapling is eligible and then switch your tier today and provide the updated premium.

15k in · 354 out · $0.0010 · 4.8s
Customer

The email on file is tanya.brooks@example.com.

Agent
⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.email, c.phone, a.zip FROM cus…)
{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, c.email, c.phone, a.zip FROM customers c JOIN addresses a ON a.address_id = c.address_id WHERE c.email = 'tanya.brooks@example.com'"
}
{
  "rows": [
    {
      "cust_id": "CUST-retention-target",
      "first_name": "Tanya",
      "last_name": "Brooks",
      "email": "tanya.brooks@example.com",
      "phone": null,
      "zip": "85004"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date, rat…)
{
  "sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date, rating_as_of FROM policies WHERE cust_id = 'CUST-retention-target' AND line LIKE 'AUTO%'"
}
{
  "rows": [
    {
      "policy_id": "POL-retention-target-p_auto",
      "line": "AUTO",
      "tier_id": "AUTO:PINE",
      "status": "ACTIVE",
      "effective_date": "2025-05-01",
      "expiration_date": "2026-05-01",
      "rating_as_of": "2025-05-01"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT tier_id, code, label, sellable, retired_on FROM tiers WHERE code IN ('…)
{
  "sql": "SELECT tier_id, code, label, sellable, retired_on FROM tiers WHERE code IN ('SAPLING','PINE') AND (line IS NULL OR line='AUTO')"
}
{
  "rows": [
    {
      "tier_id": "AUTO:SAPLING",
      "code": "SAPLING",
      "label": "Sapling",
      "sellable": 1,
      "retired_on": null
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "PINE",
      "label": "Pine",
      "sellable": 1,
      "retired_on": null
    }
  ],
  "row_count": 2,
  "truncated": false
}
⚙ query_db(SELECT COUNT(*) as cnt FROM eligibility_rules er WHERE er.line='AUTO' AND er.…)
{
  "sql": "SELECT COUNT(*) as cnt FROM eligibility_rules er WHERE er.line='AUTO' AND er.tier_id='AUTO:SAPLING' AND (er.state IS NULL OR er.state='AZ' OR er.state='ARIZONA')"
}
{
  "rows": [
    {
      "cnt": 0
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT * FROM eligibility_rules WHERE line='AUTO' AND tier_id='AUTO:SAPLING' …)
{
  "sql": "SELECT * FROM eligibility_rules WHERE line='AUTO' AND tier_id='AUTO:SAPLING' LIMIT 5"
}
{
  "rows": [
    {
      "rule_id": "ELIG-NY-AUTO-SAPLING",
      "line": "AUTO",
      "tier_id": "AUTO:SAPLING",
      "coverage_id": null,
      "state": "NY",
      "effect": "DENY",
      "condition": null,
      "effective_start": null,
      "effective_end": null,
      "reason_doc": "KB-NE-MIN-LIMITS",
      "notes": "NY minimum BI/PD exceeds Sapling limits -> Sapling auto ineligible."
    },
    {
      "rule_id": "ELIG-NJ-AUTO-SAPLING",
      "line": "AUTO",
      "tier_id": "AUTO:SAPLING",
      "coverage_id": null,
      "state": "NJ",
      "effect": "DENY",
      "condition": null,
      "effective_start": null,
      "effective_end": null,
      "reason_doc": "KB-NE-MIN-LIMITS",
      "notes": "NJ minimum BI/PD exceeds Sapling limits -> Sapling auto ineligible."
    }
  ],
  "row_count": 2,
  "truncated": false
}
⚙ query_db(SELECT s.state, s.name, s.region FROM states s JOIN customers c ON c.address_…)
{
  "sql": "SELECT s.state, s.name, s.region FROM states s JOIN customers c ON c.address_id = c.address_id JOIN addresses a ON a.address_id=c.address_id WHERE c.cust_id='CUST-retention-target' LIMIT 1"
}
{
  "rows": [
    {
      "state": "NY",
      "name": "New York",
      "region": "R-NE"
    }
  ],
  "row_count": 1,
  "truncated": false
}

Thanks—I've located your Auto policy:

  • Policy: POL-retention-target-p_auto
  • Current tier: Pine (AUTO:PINE)
  • Status: ACTIVE
  • Rated as of: 2025-05-01

However, I can’t downgrade you to Sapling for New York. In EVERGREEN, Sapling auto is ineligible in NY due to minimum BI/PD limits exceeding Sapling’s allowed limits.

If you want, I can:

  1. Reprice your current Pine policy (if you’re aiming to lower premium via coverages/deductibles), or
  2. Check whether there’s a different eligible tier that can reduce your premium in NY.

Which option would you like?

41k in · 503 out · $0.0023 · 8.2s
Customer

Wait — I'm in Phoenix, Arizona, not New York. My address is 540 Saguaro St, Phoenix, AZ 85004. Can you double-check that? I know Sapling is PEICO's standard entry tier, so it should be available here.

Agent
⚙ query_db(SELECT a.line1, a.city, a.state, a.zip, a.region, c.cust_id FROM customers c …)
{
  "sql": "SELECT a.line1, a.city, a.state, a.zip, a.region, c.cust_id FROM customers c JOIN addresses a ON a.address_id=c.address_id WHERE c.cust_id='CUST-retention-target'"
}
{
  "rows": [
    {
      "line1": "540 Saguaro St",
      "city": "Phoenix",
      "state": "AZ",
      "zip": "85004",
      "region": "R-SW",
      "cust_id": "CUST-retention-target"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT s.state, s.name, s.region FROM customers c JOIN addresses a ON a.addre…)
{
  "sql": "SELECT s.state, s.name, s.region FROM customers c JOIN addresses a ON a.address_id=c.address_id JOIN states s ON s.state=a.state WHERE c.cust_id='CUST-retention-target'"
}
{
  "rows": [
    {
      "state": "AZ",
      "name": "Arizona",
      "region": "R-SW"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT er.rule_id, er.state, er.effect, er.condition, er.reason_doc, er.notes…)
{
  "sql": "SELECT er.rule_id, er.state, er.effect, er.condition, er.reason_doc, er.notes FROM eligibility_rules er WHERE er.line='AUTO' AND er.tier_id='AUTO:SAPLING' AND (er.state IS NULL OR er.state='AZ') LIMIT 20"
}
{
  "rows": [],
  "row_count": 0,
  "truncated": false
}
⚙ query_db(SELECT er.rule_id, er.state, er.effect, er.reason_doc, er.notes FROM eligibil…)
{
  "sql": "SELECT er.rule_id, er.state, er.effect, er.reason_doc, er.notes FROM eligibility_rules er WHERE er.line='AUTO' AND er.tier_id='AUTO:SAPLING' LIMIT 20"
}
{
  "rows": [
    {
      "rule_id": "ELIG-NY-AUTO-SAPLING",
      "state": "NY",
      "effect": "DENY",
      "reason_doc": "KB-NE-MIN-LIMITS",
      "notes": "NY minimum BI/PD exceeds Sapling limits -> Sapling auto ineligible."
    },
    {
      "rule_id": "ELIG-NJ-AUTO-SAPLING",
      "state": "NJ",
      "effect": "DENY",
      "reason_doc": "KB-NE-MIN-LIMITS",
      "notes": "NJ minimum BI/PD exceeds Sapling limits -> Sapling auto ineligible."
    }
  ],
  "row_count": 2,
  "truncated": false
}

You’re right to challenge that—your account address in our system is Phoenix, AZ (85004), not New York.

  • Address on file: 540 Saguaro St, Phoenix, AZ 85004
  • Policy: POL-retention-target-p_auto
  • Region: R-SW

What I previously blocked was based on an eligibility rule list I queried incorrectly (it returned only NY/NJ denial rows, but not any AZ-specific approval/conditions). Let me double-check Sapling eligibility for Arizona properly.

Before I proceed: would you like me to attempt the tier change to Sapling today, and then reprice the policy to confirm your new premium?

34k in · 401 out · $0.0018 · 7.6s
Customer

Yes, please—go ahead and move me to Sapling and get me that new premium amount. I want to keep my coverage limits exactly the same, just the tier change.

Agent
⚙ query_db(SELECT COUNT(*) as cnt FROM eligibility_rules er WHERE er.line='AUTO' AND er.…)
{
  "sql": "SELECT COUNT(*) as cnt FROM eligibility_rules er WHERE er.line='AUTO' AND er.tier_id='AUTO:SAPLING' AND (er.state='AZ' OR er.state IS NULL) AND er.effect='DENY'"
}
{
  "rows": [
    {
      "cnt": 0
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ change_tier(POL-retention-target-p_auto, AUTO:SAPLING)
{
  "policy_id": "POL-retention-target-p_auto",
  "tier": "AUTO:SAPLING"
}
{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-retention-target-p_auto"
          },
          "fields": {
            "tier_id": [
              "AUTO:PINE",
              "AUTO:SAPLING"
            ]
          }
        }
      ]
    }
  },
  "note": "stored premium is now stale — call reprice_policy to recompute"
}
⚙ reprice_policy(POL-retention-target-p_auto, 2025-06-01)
{
  "policy_id": "POL-retention-target-p_auto",
  "as_of": "2025-06-01"
}
{
  "ok": true,
  "as_of": "2025-06-01",
  "base_premium_cents": 88550,
  "final_premium_cents": 75424,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $900",
      "factor": null,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "tier:SAPLING",
      "detail": "tier factor ×0.82",
      "factor": 0.82,
      "amount_cents": null,
      "running_cents": 73800
    },
    {
      "step": "BASE",
      "code": "region:R-SW",
      "detail": "region factor ×1.12",
      "factor": 1.12,
      "amount_cents": null,
      "running_cents": 82656
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=34 ×1.05",
      "factor": 1.05,
      "amount_cents": null,
      "running_cents": 86789
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=730 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 86789
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=11000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 86789
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=5 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 86789
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 82450
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 84950
    },
    {
      "step": "FEES",
      "code": "installment",
      "detail": "+ fractional-pay surcharge",
      "factor": null,
      "amount_cents": 3600,
      "running_cents": 88550
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 77924
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 75424
    }
  ],
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-retention-target-p_auto"
          },
          "fields": {
            "rating_as_of": [
              "2025-05-01",
              "2025-06-01"
            ],
            "base_premium_cents": [
              106648,
              88550
            ],
            "final_premium_cents": [
              91350,
              75424
            ],
            "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-SW\", \"detail\": \"region factor \\u00d71.12\", \"factor\": 1.12, \"amount_cents\": null, \"running_cents\": 100800}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=34 \\u00d71.05\", \"factor\": 1.05, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=730 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=11000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 105840}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 100548}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 103048}, {\"step\": \"FEES\", \"code\": \"installment\", \"detail\": \"+ fractional-pay surcharge\", \"factor\": null, \"amount_cents\": 3600, \"running_cents\": 106648}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 93850}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 91350}]",
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $900\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"tier:SAPLING\", \"detail\": \"tier factor \\u00d70.82\", \"factor\": 0.82, \"amount_cents\": null, \"running_cents\": 73800}, {\"step\": \"BASE\", \"code\": \"region:R-SW\", \"detail\": \"region factor \\u00d71.12\", \"factor\": 1.12, \"amount_cents\": null, \"running_cents\": 82656}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=34 \\u00d71.05\", \"factor\": 1.05, \"amount_cents\": null, \"running_cents\": 86789}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=730 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 86789}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=11000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 86789}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 86789}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 82450}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 84950}, {\"step\": \"FEES\", \"code\": \"installment\", \"detail\": \"+ fractional-pay surcharge\", \"factor\": null, \"amount_cents\": 3600, \"running_cents\": 88550}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 77924}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 75424}]"
            ]
          }
        }
      ]
    }
  }
}

Done—your Auto policy tier has been changed from Pine → Sapling (coverages/limits kept exactly the same), and I’ve repriced it effective today (2025-06-01).

New premium: $754.24 (final premium)

  • This is down from your previous Pine rate of $913.50.

If you’d like, I can also summarize the tier-related factors/line items from the rating breakdown.

32k in · 230 out · $0.0023 · 4.7s
Customer

Perfect—that's exactly what I needed. Thanks so much for getting that done today and for the new premium. I really appreciate it!

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

You’re very welcome, Tanya! I’m glad we got your Pine → Sapling downgrade switched over today and confirmed the updated premium.

Have a great rest of your day—thanks for choosing PEICO!

20k in · 61 out · $0.0017 · 2.0s