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)
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep confirmed cancellation was executed ("Done — I cancelled pet policy...") while keeping the auto policy active, satisfying the rubric.Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! I need to cancel my pet policy. I'm switching my dog's coverage to another insurance company, but I want to keep my auto policy with PEICO.
I can help with that. I’ll need to pull up your account and confirm the exact pet policy before cancelling it.
Could you please provide:
- Your full name
- Date of birth
- Either your PEICO account number, phone number, or email on file
Once I verify the account, I’ll check whether cancelling the pet policy affects any bundle discount, and I’ll keep your auto policy active.
Sure. My name is Harold Nyberg, and my date of birth is April 27, 1962. I don't have my policy number handy, but you should be able to look me up with that info.
⚙ query_db(SELECT c.cust_id, c.legacy_acct, c.status, c.first_name, c.last_name, c.dob, …)
{
"sql": "SELECT c.cust_id, c.legacy_acct, c.status, c.first_name, c.last_name, c.dob, c.email, c.phone, c.address_id, a.line1, a.city, a.state, a.zip FROM customers c LEFT JOIN addresses a ON c.address_id=a.address_id WHERE c.first_name='Harold' AND c.last_name='Nyberg' AND c.dob='1962-04-27'"
}{
"rows": [
{
"cust_id": "CUST-loyalty-oldgrowth",
"legacy_acct": "EVG7782M3",
"status": "CUSTOMER",
"first_name": "Harold",
"last_name": "Nyberg",
"dob": "1962-04-27",
"email": "harold.nyberg@example.com",
"phone": null,
"address_id": "ADDR-loyalty-oldgrowth",
"line1": "19 Tamarack Ct",
"city": "Grand Rapids",
"state": "MI",
"zip": "49503"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, p.status, p.effective_date, p.expirati…)
{
"sql": "SELECT p.policy_id, p.line, p.tier_id, p.status, p.effective_date, p.expiration_date, p.final_premium_cents, p.bundle_id, p.underlying_policy_id, po.object_type, po.object_id, pet.name AS pet_name, pet.species, pet.breed, v.year AS vehicle_year, v.make AS vehicle_make, v.model AS vehicle_model FROM policies p LEFT JOIN policy_objects po ON p.policy_id=po.policy_id LEFT JOIN pets pet ON po.object_type='pet' AND po.object_id=pet.pet_id LEFT JOIN vehicles v ON po.object_type='vehicle' AND po.object_id=v.vehicle_id WHERE p.cust_id='CUST-loyalty-oldgrowth' AND p.status IN ('ACTIVE','PENDING','QUOTE') ORDER BY p.line, p.policy_id"
}{
"rows": [
{
"policy_id": "POL-loyalty-oldgrowth-p_auto",
"line": "AUTO",
"tier_id": "AUTO:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-01-20",
"expiration_date": "2026-01-20",
"final_premium_cents": 89796,
"bundle_id": null,
"underlying_policy_id": null,
"object_type": "vehicle",
"object_id": "VEH-loyalty-oldgrowth-v1",
"pet_name": null,
"species": null,
"breed": null,
"vehicle_year": 2023,
"vehicle_make": "Subaru",
"vehicle_model": "Outback"
},
{
"policy_id": "POL-loyalty-oldgrowth-p_pet",
"line": "PET",
"tier_id": "PET:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-01-20",
"expiration_date": "2026-01-20",
"final_premium_cents": 56117,
"bundle_id": null,
"underlying_policy_id": null,
"object_type": "pet",
"object_id": "PET-loyalty-oldgrowth-pet1",
"pet_name": "Biscuit",
"species": "DOG",
"breed": "Labrador",
"vehicle_year": null,
"vehicle_make": null,
"vehicle_model": null
}
],
"row_count": 2,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.status, p.underlying_policy_id, p.bundle_id FRO…)
{
"sql": "SELECT p.policy_id, p.line, p.status, p.underlying_policy_id, p.bundle_id FROM policies p WHERE p.underlying_policy_id='POL-loyalty-oldgrowth-p_pet' OR p.bundle_id IN (SELECT bundle_id FROM policies WHERE policy_id='POL-loyalty-oldgrowth-p_pet' AND bundle_id IS NOT NULL)"
}{
"rows": [],
"row_count": 0,
"truncated": false
}Thanks, Harold — I found your PEICO account.
You currently have:
- Auto policy:
POL-loyalty-oldgrowth-p_auto— ACTIVE, 2023 Subaru Outback — this will stay active. - Pet policy:
POL-loyalty-oldgrowth-p_pet— ACTIVE, covering Biscuit, Labrador — annual premium $561.17.
I checked for dependencies: the pet policy is not tied to a bundle and no other PEICO policy depends on it, so cancelling it should not affect your auto policy.
Please confirm: do you want me to cancel pet policy POL-loyalty-oldgrowth-p_pet for Biscuit now?
Yes, that's right. Go ahead and cancel the pet policy for Biscuit. Keep the auto policy active.
⚙ 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"
]
}
}
]
}
}
}Done — I cancelled pet policy POL-loyalty-oldgrowth-p_pet for Biscuit.
Your auto policy POL-loyalty-oldgrowth-p_auto remains active. Please note this cancellation tool does not calculate any refund or proration; if a refund applies, PEICO billing will process it separately.
Perfect, thanks for taking care of that. I appreciate your help!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re very welcome, Harold. Thanks for choosing PEICO for your auto coverage — have a great day!