payinfull-switch-savings

Grading criteriawhat this conversation was scored against

DB end-state

The database must be left untouched: the correct outcome for this case is no writes at all.

Judge rubric

The rep gave the customer the complete, engine-verified savings from switching his auto policy to pay-in-full: about $117.81 per 6-month term (equivalently: his term premium going from about $1,204.68 to about $1,086.87). The savings has TWO components — dropping the $36 fractional-pay surcharge AND gaining the 7% paid-in-full discount — and the rep's final answer must reflect the combined figure. Accept any final savings figure within a few dollars of $117.81 per term (or a new term total within a few dollars of $1,086.87) — e.g., ~$116 from a slightly different fee/discount ordering is a PASS; the tolerance is a couple of dollars, not tens. Telling him only that he'd avoid the ~$36 installment fee, and never producing the combined figure even after he pushes for the full number, is a fail. Giving a materially different combined figure (tens of dollars off — e.g., ~$197 per term, which comes from pricing a 12-month policy instead of his actual 6-month term) is a fail. The rep must not change his billing plan or anything else on this call — he explicitly isn't switching today; describing how to make the switch at renewal is fine.

Passedcustomer: Raymond Castillo · 7 turns · 29s · $0.09 · 52k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep provided the correct combined savings figure of $117.81 per term ($1,204.68 to $1,086.87), correctly explained it includes both the surcharge removal and the 7% discount, and did not change the billing plan on the call.

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'm Raymond Castillo, and I have a question about my auto policy. I'm thinking about paying my next term in full instead of doing monthly installments, but I want to know exactly how much I'd save if I did that. Can you give me that number?

Agent

⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.dob, c.email, c.phone, c.legac…)

{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, c.dob, c.email, c.phone, c.legacy_acct, a.state, a.zip FROM customers c LEFT JOIN addresses a ON c.address_id=a.address_id WHERE c.first_name='Raymond' AND c.last_name='Castillo'"
}

{
  "rows": [
    {
      "cust_id": "CUST-legacy-mismatch",
      "first_name": "Raymond",
      "last_name": "Castillo",
      "dob": "1974-12-11",
      "email": "raymond.castillo@example.com",
      "phone": null,
      "legacy_acct": "EVG4471Q2",
      "state": "TX",
      "zip": "78701"
    }
  ],
  "row_count": 1,
  "truncated": false
}

I can help with that. Before I look up policy and pricing details, I need to verify your identity.

Can you please confirm your date of birth and either the email address on the account or your legacy account number?

9,694 in · 197 out · $0.02 · 5.3s

Customer

Sure. My date of birth is December 11, 1974, and my email on file is raymond.castillo@example.com.

Agent

⚙ 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.term_months, p.rating_as_of, p.base_premium_cents, p.final_premium_cents, p.premium_breakdown, p.rating_inputs FROM policies p WHERE p.cust_id='CUST-legacy-mismatch' AND p.line='AUTO' ORDER BY p.effective_date DESC"
}

{
  "rows": [
    {
      "policy_id": "POL-legacy-mismatch-p_auto",
      "line": "AUTO",
      "tier_id": "AUTO:PINE",
      "status": "ACTIVE",
      "effective_date": "2025-02-20",
      "expiration_date": "2025-08-20",
      "term_months": 6,
      "rating_as_of": "2025-02-20",
      "base_premium_cents": 120468,
      "final_premium_cents": 120468,
      "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\": \"BASE\", \"code\": \"term\", \"detail\": \"6mo proration \\u00d70.5\", \"factor\": 0.5, \"amount_cents\": null, \"running_cents\": 50400}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=50 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 50400}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=616 \\u00d71.22\", \"factor\": 1.22, \"amount_cents\": null, \"running_cents\": 61488}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=16000 \\u00d71.2\", \"factor\": 1.2, \"amount_cents\": null, \"running_cents\": 73786}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=7 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 73786}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=2 \\u00d71.55\", \"factor\": 1.55, \"amount_cents\": null, \"running_cents\": 114368}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 116868}, {\"step\": \"FEES\", \"code\": \"installment\", \"detail\": \"+ fractional-pay surcharge\", \"factor\": null, \"amount_cents\": 3600, \"running_cents\": 120468}]",
      "rating_inputs": "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": false, \"paperless\": false}, \"incidents_5yr\": 2, \"smoker\": false, \"promo_code\": null}"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ price_check(POL-legacy-mismatch-p_auto, 2025-06-01)

{
  "policy_id": "POL-legacy-mismatch-p_auto",
  "as_of": "2025-06-01"
}

{
  "as_of": "2025-06-01",
  "facts": {
    "line": "AUTO",
    "tier": "PINE",
    "region": "R-SW",
    "state": "TX",
    "term_months": 6,
    "peico_risk": 616,
    "age": 50,
    "billing_plan": "INSTALLMENTS",
    "autopay": false,
    "paperless": false,
    "loyalty_tier": "Sprout",
    "status": "CUSTOMER",
    "has_bundle": false,
    "active_lines": 1,
    "is_new_first_policy": false,
    "promo_code": null,
    "coverages": [],
    "driver_age": 50,
    "annual_miles": 16000,
    "vehicle_age": 7,
    "incidents_5yr": 2,
    "exposure_count": 1
  },
  "base_premium_cents": 120468,
  "final_premium_cents": 120468,
  "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": "BASE",
      "code": "term",
      "detail": "6mo proration ×0.5",
      "factor": 0.5,
      "amount_cents": null,
      "running_cents": 50400
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=50 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 50400
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=616 ×1.22",
      "factor": 1.22,
      "amount_cents": null,
      "running_cents": 61488
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=16000 ×1.2",
      "factor": 1.2,
      "amount_cents": null,
      "running_cents": 73786
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=7 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 73786
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=2 ×1.55",
      "factor": 1.55,
      "amount_cents": null,
      "running_cents": 114368
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 116868
    },
    {
      "step": "FEES",
      "code": "installment",
      "detail": "+ fractional-pay surcharge",
      "factor": null,
      "amount_cents": 3600,
      "running_cents": 120468
    }
  ]
}

⚙ quote(2025-08-20, {"line":"AUTO","tier":"PINE","region":"R-SW","state":"TX","term_m…)

{
  "as_of": "2025-08-20",
  "facts": {
    "line": "AUTO",
    "tier": "PINE",
    "region": "R-SW",
    "state": "TX",
    "term_months": 6,
    "peico_risk": 616,
    "age": 50,
    "billing_plan": "INSTALLMENTS",
    "autopay": false,
    "paperless": false,
    "loyalty_tier": "Sprout",
    "status": "CUSTOMER",
    "has_bundle": false,
    "active_lines": 1,
    "is_new_first_policy": false,
    "promo_code": null,
    "coverages": [],
    "driver_age": 50,
    "annual_miles": 16000,
    "vehicle_age": 7,
    "incidents_5yr": 2,
    "exposure_count": 1
  }
}

{
  "as_of": "2025-08-20",
  "base_premium_cents": 120468,
  "final_premium_cents": 120468,
  "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": "BASE",
      "code": "term",
      "detail": "6mo proration ×0.5",
      "factor": 0.5,
      "amount_cents": null,
      "running_cents": 50400
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=50 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 50400
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=616 ×1.22",
      "factor": 1.22,
      "amount_cents": null,
      "running_cents": 61488
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=16000 ×1.2",
      "factor": 1.2,
      "amount_cents": null,
      "running_cents": 73786
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=7 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 73786
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=2 ×1.55",
      "factor": 1.55,
      "amount_cents": null,
      "running_cents": 114368
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 116868
    },
    {
      "step": "FEES",
      "code": "installment",
      "detail": "+ fractional-pay surcharge",
      "factor": null,
      "amount_cents": 3600,
      "running_cents": 120468
    }
  ]
}

⚙ quote(2025-08-20, {"line":"AUTO","tier":"PINE","region":"R-SW","state":"TX","term_m…)

{
  "as_of": "2025-08-20",
  "facts": {
    "line": "AUTO",
    "tier": "PINE",
    "region": "R-SW",
    "state": "TX",
    "term_months": 6,
    "peico_risk": 616,
    "age": 50,
    "billing_plan": "PAY_IN_FULL",
    "autopay": false,
    "paperless": false,
    "loyalty_tier": "Sprout",
    "status": "CUSTOMER",
    "has_bundle": false,
    "active_lines": 1,
    "is_new_first_policy": false,
    "promo_code": null,
    "coverages": [],
    "driver_age": 50,
    "annual_miles": 16000,
    "vehicle_age": 7,
    "incidents_5yr": 2,
    "exposure_count": 1
  }
}

{
  "as_of": "2025-08-20",
  "base_premium_cents": 116868,
  "final_premium_cents": 108687,
  "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": "BASE",
      "code": "term",
      "detail": "6mo proration ×0.5",
      "factor": 0.5,
      "amount_cents": null,
      "running_cents": 50400
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=50 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 50400
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=616 ×1.22",
      "factor": 1.22,
      "amount_cents": null,
      "running_cents": 61488
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=16000 ×1.2",
      "factor": 1.2,
      "amount_cents": null,
      "running_cents": 73786
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=7 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 73786
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=2 ×1.55",
      "factor": 1.55,
      "amount_cents": null,
      "running_cents": 114368
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 116868
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 108687
    }
  ]
}

Yes. For your next 6-month auto term, using the current policy facts on file:

If you continue with monthly installments: $1,204.68
If you switch to pay in full: $1,086.87

Your exact savings would be $117.81 for the term.

That comes from avoiding the $36.00 installment surcharge and receiving the 7% paid-in-full discount.

26k in · 888 out · $0.06 · 14.6s

Customer

Perfect, that's exactly what I needed. So $117.81 per term — that's helpful. I'll think it over before my renewal comes up. Thanks for breaking that down for me.

Agent

⚙ end_conversation()

{}

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

You’re welcome, Raymond. Glad I could help — feel free to contact us before renewal if you decide you’d like to switch the billing plan. Thanks for choosing PEICO.

17k in · 53 out · $0.01 · 2.8s