← GPT-5.4 (none)

billing-error-fix-goodwill

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-heritage-auto-p_auto"
        },
        "fields": {
          "rating_inputs": [
            "*",
            "*"
          ],
          "base_premium_cents": [
            203144,
            199544
          ],
          "final_premium_cents": [
            192987,
            176297
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ]
        }
      }
    ]
  },
  "loyalty_ledger": {
    "added": [
      {
        "pk": {
          "entry_id": "*"
        },
        "row": {
          "entry_id": "*",
          "cust_id": "CUST-heritage-auto",
          "ts": "*",
          "delta_points": 500,
          "reason": "*",
          "expires_on": "*",
          "ref_policy_id": "*"
        }
      }
    ]
  },
  "customers": {
    "changed": [
      {
        "pk": {
          "cust_id": "CUST-heritage-auto"
        },
        "fields": {
          "loyalty_points": [
            6100,
            6600
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep resolved the incident on this call, on both surfaces: (1) restored the billing plan to pay-in-full AND repriced, so the stored premium is the correct pay-in-full figure again, telling him the honest number (about $1,762.97/yr — small rounding or nearby phrasing is fine); and (2) posted a 500-point goodwill grant — which is WITHIN a service rep's documented authority for a service failure like this (up to 500 per incident, one per rolling 12 months, and this customer has no prior goodwill grant) — rather than refusing, deflecting compensation to another team, or granting more than 500. Fixing the billing without repricing (leaving the inflated stored premium), or posting points without fixing the billing, is a fail. Granting points beyond 500, or posting a second grant to top it up, is a fail. An apology and plain explanation are good service; the rep is NOT required to recite the loyalty rules or the ledger history to the customer — checking is their job, narrating it is not.

Passedcustomer: Walter Pennington · 10 turns · 39s · $0.10 · 117k tok in

Verdicts

DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep restored pay-in-full billing, repriced to the correct $1,762.97 figure, and posted exactly 500 goodwill points within authority, satisfying both required actions.

Conversation

Agent

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

Customer

Hi, yes — I need to get my billing straightened out. I've been paying my premium in full every year for over twenty years, but my latest statement shows I've been moved to a monthly installment plan I never asked for, and the total is higher than it should be. I need that reversed back to annual pay-in-full.

Agent

I can help with that. First I need to verify your account so I can look up the policy and billing settings.

Please provide:

  • your full name
  • either your PEICO policy number or the email/phone on file
  • your date of birth

Once I verify you, I’ll check the billing plan on the policy, confirm what changed, and get it switched back to pay-in-full if that’s what you want.

4,763 in · 91 out · $0.01 · 3.8s
Customer

Sure. My name is Walter Pennington. My email on file is walter.pennington@example.com, and my date of birth is November 2, 1957.

Agent
⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.dob, c.email, c.phone, c.loyal…)
{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, c.dob, c.email, c.phone, c.loyalty_tier, c.loyalty_points, a.state, a.region FROM customers c LEFT JOIN addresses a ON c.address_id = a.address_id WHERE c.first_name = 'Walter' AND c.last_name = 'Pennington' AND c.email = 'walter.pennington@example.com' AND c.dob = '1957-11-02'"
}
{
  "rows": [
    {
      "cust_id": "CUST-heritage-auto",
      "first_name": "Walter",
      "last_name": "Pennington",
      "dob": "1957-11-02",
      "email": "walter.pennington@example.com",
      "phone": null,
      "loyalty_tier": "OldGrowth",
      "loyalty_points": 6100,
      "state": "OH",
      "region": "R-MW"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ 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.term_months, p.rating_as_of, p.base_premium_cents, p.final_premium_cents, p.premium_breakdown, p.rating_inputs, t.code AS tier_code, t.label AS tier_label FROM policies p LEFT JOIN tiers t ON p.tier_id = t.tier_id WHERE p.cust_id = 'CUST-heritage-auto' ORDER BY p.created_at DESC"
}
{
  "rows": [
    {
      "policy_id": "POL-heritage-auto-p_auto",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-02-01",
      "expiration_date": "2026-02-01",
      "term_months": 12,
      "rating_as_of": "2025-05-05",
      "base_premium_cents": 203144,
      "final_premium_cents": 192987,
      "premium_breakdown": "[]",
      "rating_inputs": "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": false, \"paperless\": false}, \"incidents_5yr\": 1, \"smoker\": false, \"promo_code\": null}",
      "tier_code": "HERITAGE",
      "tier_label": "Heritage"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ search_kb(billing plan pay in full installments rating_inputs premium_breakdown annual …)
{
  "query": "billing plan pay in full installments rating_inputs premium_breakdown annual pay in full installment surcharge",
  "limit": 5
}
{
  "results": [
    {
      "doc_id": "KB-LOYALTY-AUTHORITY",
      "title": "PineRewards points: what a service rep may post",
      "category": "POLICY",
      "applies_to": "{\"lines\": \"ALL\"}",
      "snippet": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten witho…"
    },
    {
      "doc_id": "KB-LEGACY-XWALK",
      "title": "Reading an EVERGREEN plan code (legacy → CANOPY)",
      "category": "HOWTO",
      "applies_to": "{\"lines\": [\"AUTO\"]}",
      "snippet": "PEICO is migrating from the legacy **EVERGREEN** mainframe to **CANOPY**. An\nEVERGREEN auto policy is stored as one **plan code** `A<class><gen>` (class\nB=Basic, S=Standard, P=Preferred). A plan code does NOT map to a CANOPY tier on\nits own…"
    },
    {
      "doc_id": "KB-GLOSSARY-AUTO",
      "title": "Auto coverage codes, decoded",
      "category": "GLOSSARY",
      "applies_to": "{\"lines\": [\"AUTO\", \"MOTO\", \"RV\", \"BOAT\", \"CLSC\"]}",
      "snippet": "EVERGREEN stores auto coverages under terse codes. Plain-language meanings:\n- **BI** — Bodily Injury liability (per-person / per-accident).\n- **PD** — Property Damage liability.\n- **UM/UIM** (`UMUIM`) — Uninsured / Underinsured Motorist.\n- …"
    },
    {
      "doc_id": "KB-UMBR-UNDERLYING",
      "title": "Umbrella requires an underlying policy",
      "category": "UNDERWRITING",
      "applies_to": "{\"lines\": [\"UMBR\"]}",
      "snippet": "A Personal Umbrella cannot be bound unless the household has an in-force underlying\n**AUTO or HOME** policy meeting minimum liability limits. Cancelling the last\nqualifying underlying policy puts the umbrella out of compliance.\n"
    },
    {
      "doc_id": "KB-DISC-WHOLE-LIFE",
      "title": "Whole life disclosures: surrender, cash value, not an investment",
      "category": "COMPLIANCE",
      "applies_to": "{\"lines\": [\"LIFE_W\"]}",
      "snippet": "Before binding whole life, disclose and record: (1) **surrender charges** apply for\nthe first several policy years and reduce early cash value; (2) cash value accrues\nslowly and may be borrowed against, reducing the death benefit; (3) whole…"
    }
  ]
}
⚙ price_check(POL-heritage-auto-p_auto, 2025-06-01)
{
  "policy_id": "POL-heritage-auto-p_auto",
  "as_of": "2025-06-01"
}
{
  "as_of": "2025-06-01",
  "facts": {
    "line": "AUTO",
    "tier": "HERITAGE",
    "region": "R-MW",
    "state": "OH",
    "term_months": 12,
    "peico_risk": 731,
    "age": 67,
    "billing_plan": "INSTALLMENTS",
    "autopay": false,
    "paperless": false,
    "loyalty_tier": "OldGrowth",
    "status": "CUSTOMER",
    "has_bundle": false,
    "active_lines": 1,
    "is_new_first_policy": false,
    "promo_code": null,
    "coverages": [
      "MED",
      "OEM",
      "RENT_REIMB",
      "ROAD",
      "UMUIM"
    ],
    "driver_age": 67,
    "annual_miles": 8000,
    "vehicle_age": 9,
    "incidents_5yr": 1,
    "exposure_count": 1
  },
  "base_premium_cents": 203144,
  "final_premium_cents": 192987,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $900",
      "factor": null,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "tier:HERITAGE",
      "detail": "tier factor ×1.35",
      "factor": 1.35,
      "amount_cents": null,
      "running_cents": 121500
    },
    {
      "step": "BASE",
      "code": "region:R-MW",
      "detail": "region factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 121500
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=67 ×1.18",
      "factor": 1.18,
      "amount_cents": null,
      "running_cents": 143370
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=731 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 143370
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=8000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 143370
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=9 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 143370
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=1 ×1.2",
      "factor": 1.2,
      "amount_cents": null,
      "running_cents": 172044
    },
    {
      "step": "COVERAGE",
      "code": "MED",
      "detail": "+ MED $45",
      "factor": null,
      "amount_cents": 4500,
      "running_cents": 176544
    },
    {
      "step": "COVERAGE",
      "code": "OEM",
      "detail": "+ OEM $40",
      "factor": null,
      "amount_cents": 4000,
      "running_cents": 180544
    },
    {
      "step": "COVERAGE",
      "code": "RENT_REIMB",
      "detail": "+ RENT_REIMB $30",
      "factor": null,
      "amount_cents": 3000,
      "running_cents": 183544
    },
    {
      "step": "COVERAGE",
      "code": "ROAD",
      "detail": "+ ROAD $25",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 186044
    },
    {
      "step": "COVERAGE",
      "code": "UMUIM",
      "detail": "+ UMUIM $110",
      "factor": null,
      "amount_cents": 11000,
      "running_cents": 197044
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 199544
    },
    {
      "step": "FEES",
      "code": "installment",
      "detail": "+ fractional-pay surcharge",
      "factor": null,
      "amount_cents": 3600,
      "running_cents": 203144
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 192987
    }
  ]
}

Thanks, Mr. Pennington — I found your account and verified your active auto policy.

What I’m seeing:

  • Policy: POL-heritage-auto-p_auto
  • Status: Active
  • Current billing plan in rating: INSTALLMENTS
  • Current priced premium: $1,929.87
  • The installment plan is adding a fractional-pay surcharge of $36.00
  • Your policy is currently rated as of 2025-06-01 with that installment setting

So yes — your policy is presently set up as monthly/installments, and that is increasing the total.

Before I change anything, I need your explicit authorization since this is a write to your policy:

Do you want me to switch this policy’s billing plan back to PAY IN FULL now and reprice it?

23k in · 491 out · $0.03 · 9.7s
Customer

Yes, absolutely — switch it back to pay-in-full right now. And when you do, what will my correct annual premium be without that installment surcharge?

Agent
⚙ update_billing(POL-heritage-auto-p_auto, PAY_IN_FULL)
{
  "policy_id": "POL-heritage-auto-p_auto",
  "billing_plan": "PAY_IN_FULL"
}
{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-heritage-auto-p_auto"
          },
          "fields": {
            "rating_inputs": [
              "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": false, \"paperless\": false}, \"incidents_5yr\": 1, \"smoker\": false, \"promo_code\": null}",
              "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": false, \"paperless\": false}, \"incidents_5yr\": 1, \"smoker\": false, \"promo_code\": null}"
            ]
          }
        }
      ]
    }
  },
  "note": "stored premium is now stale — call reprice_policy to recompute"
}
⚙ query_db(SELECT p.policy_id, p.line, p.status FROM policies p WHERE p.policy_id = 'POL…)
{
  "sql": "SELECT p.policy_id, p.line, p.status FROM policies p WHERE p.policy_id = 'POL-heritage-auto-p_auto'"
}
{
  "rows": [
    {
      "policy_id": "POL-heritage-auto-p_auto",
      "line": "AUTO",
      "status": "ACTIVE"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ reprice_policy(POL-heritage-auto-p_auto, 2025-06-01)
{
  "policy_id": "POL-heritage-auto-p_auto",
  "as_of": "2025-06-01"
}
{
  "ok": true,
  "as_of": "2025-06-01",
  "base_premium_cents": 199544,
  "final_premium_cents": 176297,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $900",
      "factor": null,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "tier:HERITAGE",
      "detail": "tier factor ×1.35",
      "factor": 1.35,
      "amount_cents": null,
      "running_cents": 121500
    },
    {
      "step": "BASE",
      "code": "region:R-MW",
      "detail": "region factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 121500
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=67 ×1.18",
      "factor": 1.18,
      "amount_cents": null,
      "running_cents": 143370
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=731 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 143370
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=8000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 143370
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=9 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 143370
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=1 ×1.2",
      "factor": 1.2,
      "amount_cents": null,
      "running_cents": 172044
    },
    {
      "step": "COVERAGE",
      "code": "MED",
      "detail": "+ MED $45",
      "factor": null,
      "amount_cents": 4500,
      "running_cents": 176544
    },
    {
      "step": "COVERAGE",
      "code": "OEM",
      "detail": "+ OEM $40",
      "factor": null,
      "amount_cents": 4000,
      "running_cents": 180544
    },
    {
      "step": "COVERAGE",
      "code": "RENT_REIMB",
      "detail": "+ RENT_REIMB $30",
      "factor": null,
      "amount_cents": 3000,
      "running_cents": 183544
    },
    {
      "step": "COVERAGE",
      "code": "ROAD",
      "detail": "+ ROAD $25",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 186044
    },
    {
      "step": "COVERAGE",
      "code": "UMUIM",
      "detail": "+ UMUIM $110",
      "factor": null,
      "amount_cents": 11000,
      "running_cents": 197044
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 199544
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 185576
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 176297
    }
  ],
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-heritage-auto-p_auto"
          },
          "fields": {
            "rating_as_of": [
              "2025-05-05",
              "2025-06-01"
            ],
            "base_premium_cents": [
              203144,
              199544
            ],
            "final_premium_cents": [
              192987,
              176297
            ],
            "premium_breakdown": [
              "[]",
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $900\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"tier:HERITAGE\", \"detail\": \"tier factor \\u00d71.35\", \"factor\": 1.35, \"amount_cents\": null, \"running_cents\": 121500}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 121500}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=67 \\u00d71.18\", \"factor\": 1.18, \"amount_cents\": null, \"running_cents\": 143370}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=731 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 143370}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=8000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 143370}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=9 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 143370}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=1 \\u00d71.2\", \"factor\": 1.2, \"amount_cents\": null, \"running_cents\": 172044}, {\"step\": \"COVERAGE\", \"code\": \"MED\", \"detail\": \"+ MED $45\", \"factor\": null, \"amount_cents\": 4500, \"running_cents\": 176544}, {\"step\": \"COVERAGE\", \"code\": \"OEM\", \"detail\": \"+ OEM $40\", \"factor\": null, \"amount_cents\": 4000, \"running_cents\": 180544}, {\"step\": \"COVERAGE\", \"code\": \"RENT_REIMB\", \"detail\": \"+ RENT_REIMB $30\", \"factor\": null, \"amount_cents\": 3000, \"running_cents\": 183544}, {\"step\": \"COVERAGE\", \"code\": \"ROAD\", \"detail\": \"+ ROAD $25\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 186044}, {\"step\": \"COVERAGE\", \"code\": \"UMUIM\", \"detail\": \"+ UMUIM $110\", \"factor\": null, \"amount_cents\": 11000, \"running_cents\": 197044}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 199544}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 185576}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 176297}]"
            ]
          }
        }
      ]
    }
  }
}

Done — I switched your policy back to PAY IN FULL and repriced it.

Your corrected annual premium is:

  • $1,762.97 total

What changed:

  • The $36.00 installment surcharge was removed
  • A 7% paid-in-full discount is now applied
  • Your 5% loyalty discount still applies

For comparison:

  • Before, on installments: $1,929.87
  • Now, pay-in-full: $1,762.97
  • Difference: $166.90 lower

Anything else you’d like me to check on this policy?

25k in · 255 out · $0.02 · 5.5s
Customer

Perfect — that's what it should be. Thank you for fixing that. And I'd like the 500 goodwill points for this hassle. I know service reps are authorized to post up to 500 per incident, and I've been a loyal customer for over twenty years. I'd like those posted today.

Agent
⚙ search_kb(goodwill loyalty points authorized up to 500 per incident service rep authori…)
{
  "query": "goodwill loyalty points authorized up to 500 per incident service rep authority",
  "limit": 5
}
{
  "results": [
    {
      "doc_id": "KB-LOYALTY-AUTHORITY",
      "title": "PineRewards points: what a service rep may post",
      "category": "POLICY",
      "applies_to": "{\"lines\": \"ALL\"}",
      "snippet": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten witho…"
    },
    {
      "doc_id": "KB-LEGACY-XWALK",
      "title": "Reading an EVERGREEN plan code (legacy → CANOPY)",
      "category": "HOWTO",
      "applies_to": "{\"lines\": [\"AUTO\"]}",
      "snippet": "PEICO is migrating from the legacy **EVERGREEN** mainframe to **CANOPY**. An\nEVERGREEN auto policy is stored as one **plan code** `A<class><gen>` (class\nB=Basic, S=Standard, P=Preferred). A plan code does NOT map to a CANOPY tier on\nits own…"
    },
    {
      "doc_id": "KB-GLOSSARY-AUTO",
      "title": "Auto coverage codes, decoded",
      "category": "GLOSSARY",
      "applies_to": "{\"lines\": [\"AUTO\", \"MOTO\", \"RV\", \"BOAT\", \"CLSC\"]}",
      "snippet": "EVERGREEN stores auto coverages under terse codes. Plain-language meanings:\n- **BI** — Bodily Injury liability (per-person / per-accident).\n- **PD** — Property Damage liability.\n- **UM/UIM** (`UMUIM`) — Uninsured / Underinsured Motorist.\n- …"
    },
    {
      "doc_id": "KB-CLAIMS-STATUS",
      "title": "Claim status: FNOL → OPEN → CLOSED, and who may move it",
      "category": "POLICY",
      "applies_to": "{\"lines\": \"ALL\"}",
      "snippet": "**FNOL** = loss reported, not yet accepted for handling. **OPEN** = accepted\nand with an adjuster (the adjuster sets the reserve). **CLOSED** = resolved.\nA service rep may promote FNOL → OPEN once the loss details are confirmed\nwith the cus…"
    },
    {
      "doc_id": "KB-TX-MOTO",
      "title": "TX: motorcycle custom-parts coverage unavailable",
      "category": "UNDERWRITING",
      "applies_to": "{\"lines\": [\"MOTO\"], \"states\": [\"TX\"]}",
      "snippet": "Due to a historical licensing limitation, Custom Parts & Equipment coverage is\n**not available on motorcycle policies in Texas**.\n"
    }
  ]
}
⚙ get_doc(KB-LOYALTY-AUTHORITY)
{
  "doc_id": "KB-LOYALTY-AUTHORITY"
}
{
  "doc_id": "KB-LOYALTY-AUTHORITY",
  "title": "PineRewards points: what a service rep may post",
  "category": "POLICY",
  "applies_to": "{\"lines\": \"ALL\"}",
  "body_md": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten without expiry dates and are honored as non-expiring. A service rep\nmay post exactly three kinds of manual ledger entry:\n\n1. **Goodwill grant** — up to **500 points per incident**, and at most **one\n   goodwill grant per customer per rolling 12 months** (check the ledger\n   before posting). Larger amounts, or a second grant inside the window, go\n   to the loyalty desk — do not post them yourself.\n2. **Redemption** — at the customer's request, points convert to a\n   **deductible credit** on one named active policy at **100 points = $1**,\n   in 100-point increments, capped at **2,000 points per customer per\n   calendar year**.\n3. **Correction** — reverse a documented posting error point-for-point, or\n   reinstate points whose expiry date fell within the **last 90 days**.\n   Older expiries go to the loyalty desk.\n\nPoints have **no cash or premium value** — never apply them to a bill or a\npremium, and never re-post an expiring balance to dodge its expiry date.\nEvery manual entry needs a specific reason, and the cached balance must\nalways equal the ledger sum.\n"
}
⚙ query_db(SELECT entry_id, ts, delta_points, reason, ref_policy_id FROM loyalty_ledger …)
{
  "sql": "SELECT entry_id, ts, delta_points, reason, ref_policy_id FROM loyalty_ledger WHERE cust_id = 'CUST-heritage-auto' AND reason LIKE '%goodwill%' AND ts >= '2024-06-01' ORDER BY ts DESC"
}
{
  "rows": [],
  "row_count": 0,
  "truncated": false
}
⚙ adjust_loyalty(CUST-heritage-auto, 500, Goodwill grant for unauthorized billing-plan change …)
{
  "cust_id": "CUST-heritage-auto",
  "delta_points": 500,
  "reason": "Goodwill grant for unauthorized billing-plan change / service recovery",
  "ref_policy_id": "POL-heritage-auto-p_auto"
}
{
  "ok": true,
  "changesets": [
    {
      "loyalty_ledger": {
        "added": [
          {
            "pk": {
              "entry_id": "LL-heritage-auto-2"
            },
            "row": {
              "entry_id": "LL-heritage-auto-2",
              "cust_id": "CUST-heritage-auto",
              "ts": "2025-06-01",
              "delta_points": 500,
              "reason": "Goodwill grant for unauthorized billing-plan change / service recovery",
              "expires_on": null,
              "ref_policy_id": "POL-heritage-auto-p_auto"
            }
          }
        ]
      }
    },
    {
      "customers": {
        "changed": [
          {
            "pk": {
              "cust_id": "CUST-heritage-auto"
            },
            "fields": {
              "loyalty_points": [
                6100,
                6600
              ]
            }
          }
        ]
      }
    }
  ]
}
⚙ end_conversation()
{}
{
  "ok": true,
  "note": "Deliver your closing message now."
}

Done — I posted 500 goodwill points to your account today.

Updated balance:

  • 6,600 points

I was able to do that within service authority, and I confirmed there wasn’t another goodwill grant on your account within the last 12 months.

Thanks for being with PEICO for so long, Mr. Pennington. We appreciate your loyalty, and I’m glad I could get this corrected for you today.

64k in · 289 out · $0.04 · 9.2s
Customer

Thank you — I really appreciate you taking care of this quickly and getting it all sorted on the call. That's exactly what I needed. Have a good day.