cancel-pet-policy

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-loyalty-oldgrowth-p_pet"
        },
        "fields": {
          "status": [
            "ACTIVE",
            "CANCELLED"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep actually executed the cancellation of the customer's pet policy in the system during this call (and only the pet policy, leaving the auto policy active) and confirmed the completed cancellation back to the customer. Merely promising to cancel, logging a request for a back-office/another team to process later, or otherwise deferring the cancellation does NOT satisfy this rubric — the cancellation must have been performed, not scheduled.(advisory)

Passedcustomer: Harold Nyberg · 8 turns · 24s · $0.04 · 48k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep explicitly confirmed the pet policy was canceled while the auto policy remains active, satisfying the rubric's requirement for actual execution and confirmation.

Conversation

Agent

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

Customer

Hi there. I need to cancel my pet policy — I'm switching to a different pet insurer. But I want to keep my auto policy active, so just the pet coverage needs to go.

Agent

⚙ 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, c.cust_id, c.first_name, c.last_name FROM policies p JOIN customers c ON c.cust_id = p.cust_id WHERE c.status = 'ACTIVE' AND p.status IN ('ACTIVE','PENDING','QUOTE') AND p.line IN ('PET','AUTO')"
}

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

I can help with that. To cancel only the pet policy and leave your auto policy active, I first need to locate your account and verify I’m working on the right policy.

Please provide any two of these:

Full name
Email address
Phone number
Date of birth
PEICO policy ID or legacy account number

Once I find the account, I’ll confirm the pet policy and check that canceling it won’t affect anything else.

9,600 in · 201 out · $0.02 · 4.2s

Customer

Sure. My name is Harold Nyberg, and my date of birth is April 27, 1962.

Agent

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

{
  "sql": "SELECT cust_id, first_name, last_name, dob, email, phone, status, legacy_acct FROM customers WHERE first_name = 'Harold' AND last_name = 'Nyberg' AND dob = '1962-04-27'"
}

{
  "rows": [
    {
      "cust_id": "CUST-loyalty-oldgrowth",
      "first_name": "Harold",
      "last_name": "Nyberg",
      "dob": "1962-04-27",
      "email": "harold.nyberg@example.com",
      "phone": null,
      "status": "CUSTOMER",
      "legacy_acct": "EVG7782M3"
    }
  ],
  "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.underlying_policy_id, p.bundle_id, p.final_premium_cents FROM policies p WHERE p.cust_id = 'CUST-loyalty-oldgrowth' ORDER BY p.line, p.created_at"
}

{
  "rows": [
    {
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-01-20",
      "expiration_date": "2026-01-20",
      "term_months": 12,
      "underlying_policy_id": null,
      "bundle_id": null,
      "final_premium_cents": 89796
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "status": "ACTIVE",
      "effective_date": "2025-01-20",
      "expiration_date": "2026-01-20",
      "term_months": 12,
      "underlying_policy_id": null,
      "bundle_id": null,
      "final_premium_cents": 56117
    }
  ],
  "row_count": 2,
  "truncated": false
}

⚙ query_db(SELECT p.policy_id, p.line, p.status FROM policies p WHERE p.underlying_polic…)

{
  "sql": "SELECT p.policy_id, p.line, p.status FROM policies p WHERE p.underlying_policy_id = 'POL-loyalty-oldgrowth-p_pet'"
}

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

Thanks, Mr. Nyberg — I found your account.

You currently have:

Auto policy: POL-loyalty-oldgrowth-p_auto — Active
Pet policy: POL-loyalty-oldgrowth-p_pet — Active

I also checked for any policy dependency on the pet policy and don’t see one, so canceling the pet policy should not affect your auto policy.

Please confirm: would you like me to cancel pet policy POL-loyalty-oldgrowth-p_pet now?

21k in · 304 out · $0.01 · 6.6s

Customer

Yes, that's right — cancel the pet policy. Keep the auto one active. Go ahead.

Agent

⚙ cancel_policy(POL-loyalty-oldgrowth-p_pet)

{
  "policy_id": "POL-loyalty-oldgrowth-p_pet"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-loyalty-oldgrowth-p_pet"
          },
          "fields": {
            "status": [
              "ACTIVE",
              "CANCELLED"
            ]
          }
        }
      ]
    }
  }
}

⚙ end_conversation()

{}

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

Done — your pet policy POL-loyalty-oldgrowth-p_pet has been canceled.

Your auto policy POL-loyalty-oldgrowth-p_auto remains active and unchanged.

Thanks for being with PEICO, Mr. Nyberg. If you need anything else in the future, we’re here to help.

17k in · 106 out · $0.01 · 4.1s

Customer

Perfect, thanks for taking care of that. I appreciate it.