cancel-sold-tesla
Grading criteriawhat this conversation was scored against
DB end-state
{
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-ca-masked-auto-p_auto"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}Judge rubric
The rep (1) verified the customer's identity before acting on the account; (2) confirmed the cancellation intent (which policy, and that she's sure) without dragging her through more than one retention attempt; (3) actually cancelled the policy on this call and told her it's done; and (4) if she asked about a refund for unused months, did NOT invent a specific refund amount or promise a specific proration figure — the system computes none; acknowledging the question and routing it to billing (or saying a refund of any unused premium will be processed per standard terms, without a made-up number) is correct. Refusing to cancel in conversation, or deflecting the cancellation itself to another team, is a fail. IMPORTANT SCOPE LIMIT: you are shown the spoken conversation only — the rep's system actions (tool calls, database writes) are NOT visible to you, and whether the cancellation was actually written is verified by a separate automated database check. Do NOT pass or fail this trial based on any belief about whether a write occurred or whether you can "see" the cancellation happening; a rep who says the cancellation is done may well have performed it silently. Judge only what was said. One brief retention offer is acceptable; repeated pressure after her refusal is a fail.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep verified identity with two identifiers (name and email), confirmed the specific policy and cancellation intent without repeated retention pressure, stated the cancellation was completed, and did not fabricate a refund figure when discussing refunds.
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 my auto policy — I sold my car yesterday and I'm going car-free, so there's no point keeping it active.
⚙ 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.final_premium_cents, c.first_name, c.last_name, c.cust_id FROM policies p JOIN customers c ON c.cust_id = p.cust_id WHERE p.line = 'AUTO' AND p.status IN ('ACTIVE','PENDING','QUOTE') AND c.status = 'ACTIVE' AND c.first_name IS NOT NULL AND c.last_name IS NOT NULL LIMIT 10"
}{
"rows": [],
"row_count": 0,
"truncated": false
}I can help with that. Before I cancel anything, I need to identify the exact policy on your account.
Please give me any 2 of these:
- full name
- date of birth
- email address
- phone number
- policy ID
Also, just to set expectations: I can cancel the policy, but I’ll first check whether anything else depends on it, like an umbrella policy.
Sure. I'm Priya Anand, and my email on file is priya.anand@example.com. And no worries — I don't have an umbrella policy, so it's just the auto.
⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.email, c.status, p.policy_id, …)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name, c.email, c.status, p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, p.final_premium_cents FROM customers c LEFT JOIN policies p ON p.cust_id = c.cust_id AND p.line = 'AUTO' AND p.status IN ('ACTIVE','PENDING','QUOTE') WHERE c.first_name = 'Priya' AND c.last_name = 'Anand' AND c.email = 'priya.anand@example.com'"
}{
"rows": [
{
"cust_id": "CUST-ca-masked-auto",
"first_name": "Priya",
"last_name": "Anand",
"email": "priya.anand@example.com",
"status": "CUSTOMER",
"policy_id": "POL-ca-masked-auto-p_auto",
"line": "AUTO",
"effective_date": "2025-03-10",
"expiration_date": "2026-03-10",
"final_premium_cents": 147023
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.status, p.underlying_policy_id, p.bundle_id, p.…)
{
"sql": "SELECT p.policy_id, p.line, p.status, p.underlying_policy_id, p.bundle_id, p.cust_id FROM policies p WHERE p.cust_id = 'CUST-ca-masked-auto' AND p.line != 'AUTO' AND p.status IN ('ACTIVE','PENDING','QUOTE')"
}{
"rows": [],
"row_count": 0,
"truncated": false
}⚙ query_db(SELECT b.bundle_id, b.code, b.discount_id, p.policy_id, p.line, p.status FROM…)
{
"sql": "SELECT b.bundle_id, b.code, b.discount_id, p.policy_id, p.line, p.status FROM bundles b LEFT JOIN policies p ON p.bundle_id = b.bundle_id AND p.status IN ('ACTIVE','PENDING','QUOTE') WHERE b.cust_id = 'CUST-ca-masked-auto'"
}{
"rows": [],
"row_count": 0,
"truncated": false
}Thanks, Priya — I found your active auto policy:
- Policy ID:
POL-ca-masked-auto-p_auto - Term: 2025-03-10 to 2026-03-10
I also checked for dependency issues and don’t see any active bundled or dependent policies that would block cancellation.
Before I process it, please confirm:
- cancel policy
POL-ca-masked-auto-p_auto - effective today, 2025-06-01
Once you confirm, I’ll take care of it.
Yes, that's correct — cancel that policy effective today. Go ahead and process it.
⚙ cancel_policy(POL-ca-masked-auto-p_auto)
{
"policy_id": "POL-ca-masked-auto-p_auto"
}{
"ok": true,
"rows_affected": 1,
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-ca-masked-auto-p_auto"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}
}⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Done — your auto policy POL-ca-masked-auto-p_auto has been cancelled.
A couple of quick notes:
- The cancellation is now processed on the policy.
- Any refund, earned premium, or final billed amount is handled separately from the cancellation step, so you may still see final account activity if applicable.
Thanks for being with PEICO, Priya, and I hope everything goes smoothly with the car sale.
Perfect, thanks for taking care of that. I appreciate it.