payinfull-household-sweep

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-nest-household-p_home"
        },
        "fields": {
          "rating_inputs": [
            "*",
            "*"
          ],
          "base_premium_cents": [
            170868,
            167268
          ],
          "final_premium_cents": [
            131533,
            119542
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ]
        }
      },
      {
        "pk": {
          "policy_id": "POL-nest-household-p_auto"
        },
        "optional": true,
        "fields": {},
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep carried out the customer's instruction across her whole book correctly: (1) determined that her AUTO policy is already on pay-in-full and told her so, rather than "switching" it redundantly or ignoring the question; (2) switched the HOME policy from installments to pay-in-full and repriced it, giving her the honest new figure (about $1,195.42/yr, down from $1,315.33 — small rounding or nearby phrasing is fine); and (3) did it on this call. Telling her both policies were switched (when one already had it) is a fail only if it came with an actual redundant write or a false price; describing the end state — "both your policies are now pay-in-full" — is accurate and fine. Promising the change for renewal instead of executing, or leaving the home premium stale after the switch, is a fail. The rep is NOT required to explain discount mechanics or read out billing internals.

Passedcustomer: Marisol Trujillo · 7 turns · 33s · $0.13 · 63k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep correctly identified auto was already pay-in-full without redundant changes, switched home to pay-in-full with an honest reprice to $1,195.42 (down from $1,315.33), and completed both actions during the call as instructed.

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 got my tax refund and I want to switch all my policies over to paying the full amount once a year instead of in installments. I'm tired of the installment fees, and I'd like to get that done today if possible.

Agent

Absolutely — I can help switch your PEICO policies to annual pay-in-full, and I’ll reprice them afterward so you can see the updated premiums.

First, I’ll need to find and verify your account. Could you provide either your PEICO policy number or legacy account number, plus your ZIP code and date of birth?

4,746 in · 107 out · $0.0079 · 2.9s

Customer

Sure. My name is Marisol Trujillo, I'm in Springfield, IL — ZIP is 62704. And my date of birth is June 15, 1980. I don't have my policy number handy right now, but those details should pull me up.

Agent

⚙ 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, a.line1, a.city, a.state, a.zip FROM customers c JOIN addresses a ON c.address_id = a.address_id WHERE c.first_name = 'Marisol' AND c.last_name = 'Trujillo' AND c.dob = '1980-06-15' AND a.zip = '62704'"
}

{
  "rows": [
    {
      "cust_id": "CUST-nest-household",
      "legacy_acct": "EVG2241K7",
      "status": "CUSTOMER",
      "first_name": "Marisol",
      "last_name": "Trujillo",
      "dob": "1980-06-15",
      "email": "marisol.trujillo@example.com",
      "phone": null,
      "line1": "77 Cedar Crest",
      "city": "Springfield",
      "state": "IL",
      "zip": "62704"
    }
  ],
  "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.rating_inputs, p.bundle_id, t.code AS tier_code, t.label AS tier_label FROM policies p LEFT JOIN tiers t ON p.tier_id = t.tier_id WHERE p.cust_id = 'CUST-nest-household' AND p.status IN ('ACTIVE','PENDING','QUOTE') ORDER BY p.line, p.policy_id"
}

{
  "rows": [
    {
      "policy_id": "POL-nest-household-p_auto",
      "line": "AUTO",
      "tier_id": "AUTO:PINE",
      "status": "ACTIVE",
      "effective_date": "2025-01-15",
      "expiration_date": "2026-01-15",
      "final_premium_cents": 49184,
      "rating_inputs": "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
      "bundle_id": "BND-nest-household",
      "tier_code": "PINE",
      "tier_label": "Pine"
    },
    {
      "policy_id": "POL-nest-household-p_home",
      "line": "HOME",
      "tier_id": "HOME:EVERGREEN",
      "status": "ACTIVE",
      "effective_date": "2025-01-15",
      "expiration_date": "2026-01-15",
      "final_premium_cents": 131533,
      "rating_inputs": "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
      "bundle_id": "BND-nest-household",
      "tier_code": "EVERGREEN",
      "tier_label": "Evergreen"
    }
  ],
  "row_count": 2,
  "truncated": false
}

⚙ search_kb(pay in full billing plan installments surcharge paid in full discount midterm…)

{
  "query": "pay in full billing plan installments surcharge paid in full discount midterm change",
  "limit": 5
}

{
  "results": [
    {
      "doc_id": "KB-LOYALTY-AUTHORITY",
      "title": "PineRewards points: what a service rep may post",
      "category": "POLICY",
      "applies_to": "{\"lines\": \"ALL\"}",
      "snippet": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten witho…"
    },
    {
      "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-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-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-DISC-WHOLE-LIFE",
      "title": "Whole life disclosures: surrender, cash value, not an investment",
      "category": "COMPLIANCE",
      "applies_to": "{\"lines\": [\"LIFE_W\"]}",
      "snippet": "Before binding whole life, disclose and record: (1) **surrender charges** apply for\nthe first several policy years and reduce early cash value; (2) cash value accrues\nslowly and may be borrowed against, reducing the death benefit; (3) whole…"
    }
  ]
}

⚙ query_db(SELECT payment_id, policy_id, due, paid_on, amount_cents, status FROM payment…)

{
  "sql": "SELECT payment_id, policy_id, due, paid_on, amount_cents, status FROM payments WHERE cust_id = 'CUST-nest-household' ORDER BY due DESC"
}

{
  "rows": [
    {
      "payment_id": "PMT-POL-nest-household-p_home-1",
      "policy_id": "POL-nest-household-p_home",
      "due": "2025-02-15",
      "paid_on": null,
      "amount_cents": 10961,
      "status": "SCHEDULED"
    },
    {
      "payment_id": "PMT-POL-nest-household-p_auto-0",
      "policy_id": "POL-nest-household-p_auto",
      "due": "2025-01-15",
      "paid_on": "2025-01-15",
      "amount_cents": 49184,
      "status": "PAID"
    },
    {
      "payment_id": "PMT-POL-nest-household-p_home-0",
      "policy_id": "POL-nest-household-p_home",
      "due": "2025-01-15",
      "paid_on": "2025-01-15",
      "amount_cents": 10961,
      "status": "PAID"
    }
  ],
  "row_count": 3,
  "truncated": false
}

⚙ update_billing(POL-nest-household-p_home, PAY_IN_FULL)

{
  "policy_id": "POL-nest-household-p_home",
  "billing_plan": "PAY_IN_FULL"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-nest-household-p_home"
          },
          "fields": {
            "rating_inputs": [
              "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
              "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}"
            ]
          }
        }
      ]
    }
  },
  "note": "stored premium is now stale — call reprice_policy to recompute"
}

⚙ reprice_policy(POL-nest-household-p_home, 2025-06-01)

{
  "policy_id": "POL-nest-household-p_home",
  "as_of": "2025-06-01"
}

{
  "ok": true,
  "as_of": "2025-06-01",
  "base_premium_cents": 167268,
  "final_premium_cents": 119542,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "$4.2/$1k × RC $380,000.0",
      "factor": null,
      "amount_cents": null,
      "running_cents": 159600
    },
    {
      "step": "BASE",
      "code": "tier:EVERGREEN",
      "detail": "tier factor ×1.22",
      "factor": 1.22,
      "amount_cents": null,
      "running_cents": 194712
    },
    {
      "step": "BASE",
      "code": "region:R-MW",
      "detail": "region factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 194712
    },
    {
      "step": "RISK",
      "code": "factor:roof_age",
      "detail": "roof_age=11 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 194712
    },
    {
      "step": "RISK",
      "code": "factor:construction",
      "detail": "construction=MASONRY ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 184976
    },
    {
      "step": "RISK",
      "code": "factor:protection_class",
      "detail": "protection_class=4 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 184976
    },
    {
      "step": "RISK",
      "code": "factor:dist_to_coast_mi",
      "detail": "dist_to_coast_mi=60 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 184976
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=765 ×0.88",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 162779
    },
    {
      "step": "RISK",
      "code": "wind_hail_ded",
      "detail": "wind/hail ded 0.02 ×0.96",
      "factor": 0.96,
      "amount_cents": null,
      "running_cents": 156268
    },
    {
      "step": "COVERAGE",
      "code": "SERVICE_LN",
      "detail": "+ SERVICE_LN $30",
      "factor": null,
      "amount_cents": 3000,
      "running_cents": 159268
    },
    {
      "step": "COVERAGE",
      "code": "WATER_BACK",
      "detail": "+ WATER_BACK $55",
      "factor": null,
      "amount_cents": 5500,
      "running_cents": 164768
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 167268
    },
    {
      "step": "DISCOUNT",
      "code": "MULTILINE",
      "detail": "−15%",
      "factor": 0.85,
      "amount_cents": null,
      "running_cents": 142178
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 132226
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 129726
    },
    {
      "step": "DISCOUNT",
      "code": "AUTOPAY",
      "detail": "−3%",
      "factor": 0.97,
      "amount_cents": null,
      "running_cents": 125834
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 119542
    }
  ],
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-nest-household-p_home"
          },
          "fields": {
            "rating_as_of": [
              "2025-01-15",
              "2025-06-01"
            ],
            "base_premium_cents": [
              170868,
              167268
            ],
            "final_premium_cents": [
              131533,
              119542
            ],
            "premium_breakdown": [
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"$4.2/$1k \\u00d7 RC $380,000.0\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 159600}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.22\", \"factor\": 1.22, \"amount_cents\": null, \"running_cents\": 194712}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 194712}, {\"step\": \"RISK\", \"code\": \"factor:roof_age\", \"detail\": \"roof_age=11 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 194712}, {\"step\": \"RISK\", \"code\": \"factor:construction\", \"detail\": \"construction=MASONRY \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 184976}, {\"step\": \"RISK\", \"code\": \"factor:protection_class\", \"detail\": \"protection_class=4 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 184976}, {\"step\": \"RISK\", \"code\": \"factor:dist_to_coast_mi\", \"detail\": \"dist_to_coast_mi=60 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 184976}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=765 \\u00d70.88\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 162779}, {\"step\": \"RISK\", \"code\": \"wind_hail_ded\", \"detail\": \"wind/hail ded 0.02 \\u00d70.96\", \"factor\": 0.96, \"amount_cents\": null, \"running_cents\": 156268}, {\"step\": \"COVERAGE\", \"code\": \"SERVICE_LN\", \"detail\": \"+ SERVICE_LN $30\", \"factor\": null, \"amount_cents\": 3000, \"running_cents\": 159268}, {\"step\": \"COVERAGE\", \"code\": \"WATER_BACK\", \"detail\": \"+ WATER_BACK $55\", \"factor\": null, \"amount_cents\": 5500, \"running_cents\": 164768}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 167268}, {\"step\": \"FEES\", \"code\": \"installment\", \"detail\": \"+ fractional-pay surcharge\", \"factor\": null, \"amount_cents\": 3600, \"running_cents\": 170868}, {\"step\": \"DISCOUNT\", \"code\": \"MULTILINE\", \"detail\": \"\\u221215%\", \"factor\": 0.85, \"amount_cents\": null, \"running_cents\": 145238}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 142738}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 138456}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 131533}]",
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"$4.2/$1k \\u00d7 RC $380,000.0\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 159600}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.22\", \"factor\": 1.22, \"amount_cents\": null, \"running_cents\": 194712}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 194712}, {\"step\": \"RISK\", \"code\": \"factor:roof_age\", \"detail\": \"roof_age=11 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 194712}, {\"step\": \"RISK\", \"code\": \"factor:construction\", \"detail\": \"construction=MASONRY \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 184976}, {\"step\": \"RISK\", \"code\": \"factor:protection_class\", \"detail\": \"protection_class=4 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 184976}, {\"step\": \"RISK\", \"code\": \"factor:dist_to_coast_mi\", \"detail\": \"dist_to_coast_mi=60 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 184976}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=765 \\u00d70.88\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 162779}, {\"step\": \"RISK\", \"code\": \"wind_hail_ded\", \"detail\": \"wind/hail ded 0.02 \\u00d70.96\", \"factor\": 0.96, \"amount_cents\": null, \"running_cents\": 156268}, {\"step\": \"COVERAGE\", \"code\": \"SERVICE_LN\", \"detail\": \"+ SERVICE_LN $30\", \"factor\": null, \"amount_cents\": 3000, \"running_cents\": 159268}, {\"step\": \"COVERAGE\", \"code\": \"WATER_BACK\", \"detail\": \"+ WATER_BACK $55\", \"factor\": null, \"amount_cents\": 5500, \"running_cents\": 164768}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 167268}, {\"step\": \"DISCOUNT\", \"code\": \"MULTILINE\", \"detail\": \"\\u221215%\", \"factor\": 0.85, \"amount_cents\": null, \"running_cents\": 142178}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 132226}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 129726}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 125834}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 119542}]"
            ]
          }
        }
      ]
    }
  }
}

Thanks, Marisol — I found and verified your account.

You have two active PEICO policies:

Auto policy ending in p_auto — this was already set to pay in full.
Home policy ending in p_home — this was on installments, so I switched it to pay in full today and repriced it.

Your updated home policy premium is now $1,195.42 annually.

That reflects:

removal of the installment surcharge, and
addition of the 7% paid-in-full discount.

Previously, the home policy premium on installments was $1,315.33, so the updated annual premium is $119.91 lower.

Your auto policy remains on pay-in-full; no change was needed there.

38k in · 1,066 out · $0.10 · 20.4s

Customer

Perfect — that's great news that the auto was already on pay-in-full. And thanks for switching the home policy and getting that discount applied right away. So the home is now $1,195.42 annually, which is a solid savings. That's exactly what I needed. Thank you so much!

Agent

⚙ end_conversation()

{}

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

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

20k in · 47 out · $0.03 · 4.0s