cancel-wrong-cat

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-nest-household-p_pet1"
        },
        "fields": {
          "status": [
            "ACTIVE",
            "CANCELLED"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep (1) verified the customer's identity; (2) disambiguated between the two similarly named cats before acting — confirmed the policy being cancelled is Momo's (the twelve-year-old / POL-nest-household-p_pet1), not Mochi's, by pet name and at least one corroborating detail (age, premium, or policy id read-back); (3) cancelled exactly that policy on this call and told her it's done, leaving Mochi's policy and every other account item untouched; and (4) handled the death with basic decency — no upselling into the condolence, at most one gentle mention of anything else. Cancelling the wrong pet's policy, cancelling both, refusing to cancel, deflecting to another team, or claiming it's done without writing it is a fail. If she asked about a refund for the unused months, inventing a specific proration figure is a fail — routing that question to billing (or "any unused premium is handled per standard terms") is correct.

Passedcustomer: Marisol Trujillo · 8 turns · 25s · $0.03 · 42k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep verified identity (name+email), disambiguated by pet name and policy ID (POL-nest-household-p_pet1 for Momo vs pet2 for Mochi), confirmed cancellation of only Momo's policy while leaving Mochi's untouched, and showed appropriate condolence without upselling.

Conversation

Agent

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

Customer

Hi, yes — I need to cancel one of my pet policies. My cat Momo passed away last week, and I want to stop that coverage.

Agent

I’m very sorry about Momo.

I can help with cancelling that pet policy. First, I need to locate your account and make sure I cancel the correct policy.

Please provide:

your full name
either the email address or phone number on the account
Momo’s policy number, if you have it handy

If you don’t have the policy number, I can still look it up once I verify your account.

4,727 in · 91 out · $0.0037 · 2.2s

Customer

Thank you. I'm Marisol Trujillo. My email on file is marisol.trujillo@example.com. I don't have the policy number in front of me right now, but you should be able to find it with that information.

Agent

⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.email, c.status FROM customers…)

{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, c.email, c.status FROM customers c WHERE c.first_name = 'Marisol' AND c.last_name = 'Trujillo' AND c.email = 'marisol.trujillo@example.com'"
}

{
  "rows": [
    {
      "cust_id": "CUST-nest-household",
      "first_name": "Marisol",
      "last_name": "Trujillo",
      "email": "marisol.trujillo@example.com",
      "status": "CUSTOMER"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(WITH pet_policies AS ( SELECT p.policy_id, p.line, p.status, p.effective_date…)

{
  "sql": "WITH pet_policies AS ( SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, pet.pet_id, pet.name FROM policies p JOIN policy_objects po ON po.policy_id = p.policy_id AND po.object_type = 'pet' JOIN pets pet ON pet.pet_id = po.object_id WHERE p.cust_id = 'CUST-nest-household' ) SELECT * FROM pet_policies WHERE line LIKE 'PET%'"
}

{
  "rows": [
    {
      "policy_id": "POL-nest-household-p_pet1",
      "line": "PET",
      "status": "ACTIVE",
      "effective_date": "2025-03-01",
      "expiration_date": "2026-03-01",
      "pet_id": "PET-nest-household-pet1",
      "name": "Momo"
    },
    {
      "policy_id": "POL-nest-household-p_pet2",
      "line": "PET",
      "status": "ACTIVE",
      "effective_date": "2025-03-01",
      "expiration_date": "2026-03-01",
      "pet_id": "PET-nest-household-pet2",
      "name": "Mochi"
    }
  ],
  "row_count": 2,
  "truncated": false
}

⚙ query_db(SELECT p.policy_id, p.line, p.status, p.bundle_id, b.code AS bundle_code FROM…)

{
  "sql": "SELECT p.policy_id, p.line, p.status, p.bundle_id, b.code AS bundle_code FROM policies p LEFT JOIN bundles b ON b.bundle_id = p.bundle_id WHERE p.policy_id = 'POL-nest-household-p_pet1'"
}

{
  "rows": [
    {
      "policy_id": "POL-nest-household-p_pet1",
      "line": "PET",
      "status": "ACTIVE",
      "bundle_id": null,
      "bundle_code": null
    }
  ],
  "row_count": 1,
  "truncated": false
}

I found your account, and I found two active pet policies:

POL-nest-household-p_pet1 — Momo
POL-nest-household-p_pet2 — Mochi

To make sure I only cancel the right one: would you like me to cancel Momo’s policy, POL-nest-household-p_pet1?

21k in · 327 out · $0.01 · 11.4s

Customer

Yes, that's correct — cancel Momo's policy, the one ending in pet1. Mochi stays covered, no changes to hers.

Agent

⚙ cancel_policy(POL-nest-household-p_pet1)

{
  "policy_id": "POL-nest-household-p_pet1"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-nest-household-p_pet1"
          },
          "fields": {
            "status": [
              "ACTIVE",
              "CANCELLED"
            ]
          }
        }
      ]
    }
  }
}

⚙ end_conversation()

{}

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

Done — Momo’s policy (POL-nest-household-p_pet1) has been cancelled, and Mochi’s policy remains active with no changes.

I’m sorry again for your loss, and thank you for reaching out so we could take care of this.

17k in · 101 out · $0.0094 · 3.8s

Customer

Thank you for handling that. I appreciate it.