← GPT-5.4 (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 · 11 turns · 45s · $0.10 · 117k tok in

Verdicts

DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep executed the Sapling downgrade without falsely claiming AZ restrictions, repriced to the correct $754.24/yr figure, and preserved the customer's requested coverage limits.

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 know Sapling is your entry-level option. Can we make that change today?

Agent

I can help with that.

Before I make any change, I need to identify the exact auto policy and verify that the Sapling tier is allowed for your policy under PEICO’s current rules. Please send one of these:

  • your policy number, or
  • the email/phone on the account plus your full name and date of birth

Once I pull up the policy, I’ll check:

  1. that it’s the right auto policy,
  2. whether Sapling is available and eligible, and
  3. what tradeoffs or restrictions come with the downgrade before we make it.
4,744 in · 121 out · $0.0042 · 2.6s
Customer

I'm Tanya Brooks. My email on file is tanya.brooks@example.com, and my date of birth is September 14, 1990. I'm in Phoenix, Arizona.

Agent
⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.dob, c.email, c.phone, c.addre…)
{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, c.dob, c.email, c.phone, c.address_id, a.city, a.state FROM customers c LEFT JOIN addresses a ON c.address_id = a.address_id WHERE c.first_name = 'Tanya' AND c.last_name = 'Brooks' AND c.email = 'tanya.brooks@example.com' AND c.dob = '1990-09-14'"
}
{
  "rows": [
    {
      "cust_id": "CUST-retention-target",
      "first_name": "Tanya",
      "last_name": "Brooks",
      "dob": "1990-09-14",
      "email": "tanya.brooks@example.com",
      "phone": null,
      "address_id": "ADDR-retention-target",
      "city": "Phoenix",
      "state": "AZ"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(WITH auto_policies AS ( SELECT p.policy_id, p.line, p.tier_id, p.status, p.ef…)
{
  "sql": "WITH auto_policies AS ( SELECT p.policy_id, p.line, p.tier_id, p.status, p.effective_date, p.expiration_date, p.term_months, p.rating_as_of, p.base_premium_cents, p.final_premium_cents, t.code AS tier_code, t.label AS tier_label, t.sellable, t.retired_on FROM policies p LEFT JOIN tiers t ON p.tier_id = t.tier_id WHERE p.cust_id = 'CUST-retention-target' AND p.line = 'AUTO' ) SELECT * FROM auto_policies ORDER BY CASE status WHEN 'ACTIVE' THEN 0 ELSE 1 END, effective_date DESC"
}
{
  "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",
      "term_months": 12,
      "rating_as_of": "2025-05-01",
      "base_premium_cents": 106648,
      "final_premium_cents": 91350,
      "tier_code": "PINE",
      "tier_label": "Pine",
      "sellable": 1,
      "retired_on": null
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT tier_id, line, code, label, position, sellable, retired_on, notes FROM…)
{
  "sql": "SELECT tier_id, line, code, label, position, sellable, retired_on, notes FROM tiers WHERE line = 'AUTO' AND code IN ('PINE','SAPLING') ORDER BY position"
}
{
  "rows": [
    {
      "tier_id": "AUTO:SAPLING",
      "line": "AUTO",
      "code": "SAPLING",
      "label": "Sapling",
      "position": 1,
      "sellable": 1,
      "retired_on": null,
      "notes": null
    },
    {
      "tier_id": "AUTO:PINE",
      "line": "AUTO",
      "code": "PINE",
      "label": "Pine",
      "position": 2,
      "sellable": 1,
      "retired_on": null,
      "notes": null
    }
  ],
  "row_count": 2,
  "truncated": false
}
⚙ query_db(SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, effecti…)
{
  "sql": "SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, effective_start, effective_end, reason_doc, notes FROM eligibility_rules WHERE line = 'AUTO' AND (tier_id = 'AUTO:SAPLING' OR tier_id IS NULL) AND (state = 'AZ' OR state IS NULL) AND effect IN ('REQUIRE','FORBID','BLOCK','ALLOW') AND effective_start <= '2025-06-01' AND (effective_end IS NULL OR effective_end >= '2025-06-01') ORDER BY state, tier_id, coverage_id"
}
{
  "rows": [],
  "row_count": 0,
  "truncated": false
}
⚙ search_kb(AUTO SAPLING tier Arizona downgrade underwriting eligibility requirements cov…)
{
  "query": "AUTO SAPLING tier Arizona downgrade underwriting eligibility requirements coverage restrictions grandfathered tier Pine Sapling",
  "limit": 5
}
{
  "results": [
    {
      "doc_id": "KB-AUTO-TIERS",
      "title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
      "category": "POLICY",
      "applies_to": "{\"lines\": [\"AUTO\"]}",
      "snippet": "Tiers bundle coverages. Higher tiers raise liability limits, lower deductibles,\nand add coverages: **MED** and **RENT_REIMB** appear at Evergreen and above;\n**OEM** is Sequoia-only; **ROAD** is included at Sequoia (an add-on below it).\n"
    },
    {
      "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-HERITAGE",
      "title": "Heritage tier (retired 2009) — do not drop without disclosure",
      "category": "UNDERWRITING",
      "applies_to": "{\"lines\": [\"AUTO\"]}",
      "snippet": "Heritage was retired on 2009-07-01 and cannot be sold or re-bound. It carries a\ncoverage combination no current tier offers (Sequoia-level MED/RENT_REIMB/ROAD/OEM\non a mid liability base). A customer who drops Heritage **loses that combinat…"
    },
    {
      "doc_id": "KB-NE-MIN-LIMITS",
      "title": "NY/NJ minimum auto liability limits",
      "category": "COMPLIANCE",
      "applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"NY\", \"NJ\"]}",
      "snippet": "New York and New Jersey mandate minimum BI/PD limits above the Sapling tier's\nlimits, so **Sapling auto is not sellable** in those states — quote Pine or higher.\n"
    },
    {
      "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- …"
    }
  ]
}
⚙ get_doc(KB-AUTO-TIERS)
{
  "doc_id": "KB-AUTO-TIERS"
}
{
  "doc_id": "KB-AUTO-TIERS",
  "title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
  "category": "POLICY",
  "applies_to": "{\"lines\": [\"AUTO\"]}",
  "body_md": "Tiers bundle coverages. Higher tiers raise liability limits, lower deductibles,\nand add coverages: **MED** and **RENT_REIMB** appear at Evergreen and above;\n**OEM** is Sequoia-only; **ROAD** is included at Sequoia (an add-on below it).\n"
}
⚙ query_db(SELECT pc.policy_id, c.code, c.label, pc.value, pc.premium_contribution_cents…)
{
  "sql": "SELECT pc.policy_id, c.code, c.label, pc.value, pc.premium_contribution_cents FROM policy_coverages pc JOIN coverages c ON c.coverage_id = pc.coverage_id WHERE pc.policy_id = 'POL-retention-target-p_auto' ORDER BY c.code"
}
{
  "rows": [
    {
      "policy_id": "POL-retention-target-p_auto",
      "code": "BI",
      "label": "Bodily Injury Liability",
      "value": "5000000/10000000",
      "premium_contribution_cents": null
    },
    {
      "policy_id": "POL-retention-target-p_auto",
      "code": "COLL",
      "label": "Collision",
      "value": "100000",
      "premium_contribution_cents": null
    },
    {
      "policy_id": "POL-retention-target-p_auto",
      "code": "COMP",
      "label": "Comprehensive",
      "value": "50000",
      "premium_contribution_cents": null
    },
    {
      "policy_id": "POL-retention-target-p_auto",
      "code": "PD",
      "label": "Property Damage Liability",
      "value": "5000000",
      "premium_contribution_cents": null
    }
  ],
  "row_count": 4,
  "truncated": false
}
⚙ price_check(POL-retention-target-p_auto, 2025-06-01)
{
  "policy_id": "POL-retention-target-p_auto",
  "as_of": "2025-06-01"
}
{
  "as_of": "2025-06-01",
  "facts": {
    "line": "AUTO",
    "tier": "PINE",
    "region": "R-SW",
    "state": "AZ",
    "term_months": 12,
    "peico_risk": 730,
    "age": 34,
    "billing_plan": "INSTALLMENTS",
    "autopay": false,
    "paperless": true,
    "loyalty_tier": "Sprout",
    "status": "CUSTOMER",
    "has_bundle": false,
    "active_lines": 1,
    "is_new_first_policy": false,
    "promo_code": null,
    "coverages": [],
    "driver_age": 34,
    "annual_miles": 11000,
    "vehicle_age": 5,
    "incidents_5yr": 0,
    "exposure_count": 1
  },
  "base_premium_cents": 106648,
  "final_premium_cents": 91350,
  "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 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "region:R-SW",
      "detail": "region factor ×1.12",
      "factor": 1.12,
      "amount_cents": null,
      "running_cents": 100800
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=34 ×1.05",
      "factor": 1.05,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=730 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=11000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=5 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 105840
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "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": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 93850
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 91350
    }
  ]
}

Thanks, Tanya — I found your account and your active auto policy.

Here’s what I confirmed:

  • Policy: active auto policy
  • Current tier: Pine
  • State: Arizona
  • Sapling status: currently sellable in AZ
  • I do not see any Arizona rule blocking a move to Sapling on its face

One important catch before I change it:

  • Your current policy has very high liability limits:
    • BI: 500,000 / 1,000,000
    • PD: 500,000
  • Tier changes can remove or reset built-in coverage defaults, and Sapling is the entry-level tier. That usually means lower included limits and potentially less protection.

I haven’t changed anything yet.

If you want, I can proceed with the downgrade to Sapling today, but I want your explicit approval because it may reduce coverage, not just premium.

Reply with:

  • “Yes, change it to Sapling”

and I’ll make the change and reprice the policy so I can tell you the updated premium.

24k in · 857 out · $0.03 · 10.3s
Customer

I appreciate you checking on that. Just to be clear though — I want to keep my current coverage limits exactly as they are. I'm only changing the tier to save on premium, not cutting coverage. Can you move me to Sapling while keeping those same liability limits in place?

Agent
⚙ query_db(SELECT tcd.tier_id, c.code, c.label, tcd.included, tcd.default_value, tcd.edi…)
{
  "sql": "SELECT tcd.tier_id, c.code, c.label, tcd.included, tcd.default_value, tcd.editable FROM tier_coverage_defaults tcd JOIN coverages c ON c.coverage_id = tcd.coverage_id WHERE tcd.tier_id IN ('AUTO:SAPLING','AUTO:PINE') ORDER BY tcd.tier_id, c.code"
}
{
  "rows": [
    {
      "tier_id": "AUTO:PINE",
      "code": "BI",
      "label": "Bodily Injury Liability",
      "included": 1,
      "default_value": "5000000/10000000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "COLL",
      "label": "Collision",
      "included": 1,
      "default_value": "100000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "COMP",
      "label": "Comprehensive",
      "included": 1,
      "default_value": "50000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "GAP",
      "label": "Loan/Lease Gap",
      "included": 0,
      "default_value": null,
      "editable": 1
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "MED",
      "label": "Medical Payments",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "OEM",
      "label": "OEM Parts Guarantee",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "PD",
      "label": "Property Damage Liability",
      "included": 1,
      "default_value": "5000000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "RENT_REIMB",
      "label": "Rental Reimbursement",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "ROAD",
      "label": "Roadside Assistance",
      "included": 0,
      "default_value": null,
      "editable": 1
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "UMUIM",
      "label": "Uninsured/Underinsured Motorist",
      "included": 0,
      "default_value": "5000000/10000000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "BI",
      "label": "Bodily Injury Liability",
      "included": 1,
      "default_value": "2500000/5000000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "COLL",
      "label": "Collision",
      "included": 1,
      "default_value": "100000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "COMP",
      "label": "Comprehensive",
      "included": 1,
      "default_value": "100000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "GAP",
      "label": "Loan/Lease Gap",
      "included": 0,
      "default_value": null,
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "MED",
      "label": "Medical Payments",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "OEM",
      "label": "OEM Parts Guarantee",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "PD",
      "label": "Property Damage Liability",
      "included": 1,
      "default_value": "2500000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "RENT_REIMB",
      "label": "Rental Reimbursement",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "ROAD",
      "label": "Roadside Assistance",
      "included": 0,
      "default_value": null,
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "UMUIM",
      "label": "Uninsured/Underinsured Motorist",
      "included": 0,
      "default_value": "2500000/5000000",
      "editable": 1
    }
  ],
  "row_count": 20,
  "truncated": false
}
⚙ query_db(SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, effecti…)
{
  "sql": "SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, effective_start, effective_end, reason_doc, notes FROM eligibility_rules WHERE line = 'AUTO' AND (tier_id = 'AUTO:SAPLING' OR tier_id IS NULL) AND (state = 'AZ' OR state IS NULL) AND (coverage_id IN (SELECT coverage_id FROM coverages WHERE line = 'AUTO' AND code IN ('BI','PD')) OR coverage_id IS NULL) AND effective_start <= '2025-06-01' AND (effective_end IS NULL OR effective_end >= '2025-06-01') ORDER BY coverage_id, state, tier_id"
}
{
  "rows": [],
  "row_count": 0,
  "truncated": false
}
⚙ search_kb(AUTO Sapling keep Pine liability limits same limits across tiers editable def…)
{
  "query": "AUTO Sapling keep Pine liability limits same limits across tiers editable defaults downgrade keep limits Arizona",
  "limit": 8
}
{
  "results": [
    {
      "doc_id": "KB-NE-MIN-LIMITS",
      "title": "NY/NJ minimum auto liability limits",
      "category": "COMPLIANCE",
      "applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"NY\", \"NJ\"]}",
      "snippet": "New York and New Jersey mandate minimum BI/PD limits above the Sapling tier's\nlimits, so **Sapling auto is not sellable** in those states — quote Pine or higher.\n"
    },
    {
      "doc_id": "KB-AUTO-TIERS",
      "title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
      "category": "POLICY",
      "applies_to": "{\"lines\": [\"AUTO\"]}",
      "snippet": "Tiers bundle coverages. Higher tiers raise liability limits, lower deductibles,\nand add coverages: **MED** and **RENT_REIMB** appear at Evergreen and above;\n**OEM** is Sequoia-only; **ROAD** is included at Sequoia (an add-on below it).\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-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-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-DISC-HLTH-SUPP",
      "title": "Supplemental health: not major-medical; pre-existing limits",
      "category": "COMPLIANCE",
      "applies_to": "{\"lines\": [\"HLTH\"]}",
      "snippet": "Disclose and record that this is **supplemental** coverage (accident / critical\nillness / hospital indemnity) and **NOT ACA major-medical** — it does not satisfy a\ncoverage mandate and does not replace health insurance. Pre-existing conditi…"
    },
    {
      "doc_id": "KB-DISC-UMUIM",
      "title": "UM/UIM selection or rejection",
      "category": "COMPLIANCE",
      "applies_to": "{\"lines\": [\"AUTO\"]}",
      "snippet": "The customer must affirmatively **select or reject** Uninsured/Underinsured Motorist\ncoverage; the choice (and limits, if selected) is disclosed and recorded at bind.\nSome states mandate UM/UIM at or above the BI limit.\n"
    },
    {
      "doc_id": "KB-HERITAGE",
      "title": "Heritage tier (retired 2009) — do not drop without disclosure",
      "category": "UNDERWRITING",
      "applies_to": "{\"lines\": [\"AUTO\"]}",
      "snippet": "Heritage was retired on 2009-07-01 and cannot be sold or re-bound. It carries a\ncoverage combination no current tier offers (Sequoia-level MED/RENT_REIMB/ROAD/OEM\non a mid liability base). A customer who drops Heritage **loses that combinat…"
    }
  ]
}

Yes — based on what I found, I can move you to Sapling and keep those same liability limits.

What I verified:

  • Sapling is available in Arizona.
  • On both Pine and Sapling, your liability coverages are editable.
  • Your current limits are:
    • Bodily Injury: 500,000 / 1,000,000
    • Property Damage: 500,000
  • Sapling’s defaults are lower, but they are not locked, so they can stay at your current higher limits.

One other difference I see if we downgrade:

  • Comprehensive deductible default on Sapling is higher than Pine’s default.
  • Your current comp/collision settings on the policy are:
    • Collision: 1,000 deductible
    • Comprehensive: 500 deductible

Because you asked to keep your current coverage limits exactly as they are, I would preserve those existing coverage values when making the tier change rather than let them reset to Sapling defaults.

If you want me to go ahead, please reply:

  • “Yes, change my auto policy to Sapling and keep my current coverages the same.”

Then I’ll:

  1. change the tier,
  2. preserve the current coverage values, and
  3. reprice it and tell you the new premium.
18k in · 555 out · $0.02 · 6.5s
Customer

Yes, change my auto policy to Sapling and keep my current coverages the same.

Agent
⚙ change_tier(POL-retention-target-p_auto, SAPLING)
{
  "policy_id": "POL-retention-target-p_auto",
  "tier": "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"
}
⚙ update_coverages(POL-retention-target-p_auto, {"BI":"5000000/10000000","PD":"5000000","COLL":"…)
{
  "policy_id": "POL-retention-target-p_auto",
  "set_values": {
    "BI": "5000000/10000000",
    "PD": "5000000",
    "COLL": "100000",
    "COMP": "50000"
  }
}
{
  "ok": true,
  "changesets": [
    {},
    {},
    {},
    {}
  ],
  "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 — I changed your auto policy from Pine to Sapling and kept your current coverage values in place.

Your updated premium:

  • New premium: $754.24
  • Previous premium: $913.50
  • Estimated reduction: $159.26

What stayed the same:

  • Bodily Injury: 500,000 / 1,000,000
  • Property Damage: 500,000
  • Collision deductible: $1,000
  • Comprehensive deductible: $500

What changed:

  • Tier: Pine → Sapling

Anything else I can help with today?

44k in · 238 out · $0.02 · 8.3s
Customer

Perfect, that's exactly what I needed. Thanks so much for getting that done today and for keeping my coverage limits the same. I really appreciate it!

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

You’re very welcome — glad I could get that taken care of for you. Thanks for choosing PEICO, Tanya, and have a great day!

26k in · 47 out · $0.03 · 2.6s