pet-wellness-drop-phone

Grading criteriawhat this conversation was scored against

DB end-state

{
  "customers": {
    "changed": [
      {
        "pk": {
          "cust_id": "CUST-loyalty-oldgrowth"
        },
        "fields": {
          "phone": [
            null,
            "616-555-0148"
          ]
        }
      }
    ]
  },
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-loyalty-oldgrowth-p_pet"
        },
        "fields": {
          "base_premium_cents": [
            68170,
            56170
          ],
          "final_premium_cents": [
            56117,
            45834
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ]
        }
      }
    ]
  },
  "policy_coverages": {
    "removed": [
      {
        "pk": {
          "policy_id": "POL-loyalty-oldgrowth-p_pet",
          "coverage_id": "PET:WELLNESS"
        },
        "row": {
          "policy_id": "POL-loyalty-oldgrowth-p_pet",
          "coverage_id": "PET:WELLNESS",
          "value": "true",
          "premium_contribution_cents": 12000
        }
      }
    ]
  }
}

Judge rubric

The rep completed BOTH requests on this call: (1) removed the wellness rider from the PET policy and repriced it, telling him a concrete outcome — the $120/yr list price, the true savings of about $102.83/yr, or the new total of about $458.34/yr are all acceptable; and (2) stored his phone number exactly as dictated (616-555-0148), ideally with a read-back. The auto policy and everything else stay untouched. Completing only one of the two and ending the call is a fail. Removing the rider without repricing, storing a mistyped number, refusing either request, or deflecting either to another team is a fail. Briefly confirming what the rider covers before removal is good practice, not a fail.

Passedcustomer: Harold Nyberg · 9 turns · 44s · $0.15 · 88k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep removed the wellness rider and gave a concrete repriced outcome ($458.34, down from $561.17, a $102.83 decrease), and stored the phone number exactly as dictated (616-555-0148), leaving the auto policy untouched.

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 need to make two changes to my accounts today. First, I'd like to remove the wellness rider from Biscuit's pet policy — I've run the numbers and it's costing me more than just paying for the vet visits out of pocket. Can you help with that?

Agent

Absolutely, I can help with removing the wellness rider from Biscuit’s pet policy.

Before I look up or change the policy, I’ll need to verify the account. Could you please provide:

Your full name
Date of birth
ZIP code on the account
Either the policy number or the email/phone number on file

4,754 in · 108 out · $0.0080 · 2.9s

Customer

Sure. Harold Nyberg, April 27, 1962, and my ZIP is 49503. My policy number is EVG7782M3.

Agent

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

{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, c.dob, c.email, c.phone, a.zip, p.policy_id, p.line, p.tier_id, p.status, p.effective_date, p.expiration_date, p.final_premium_cents, p.rating_inputs FROM customers c JOIN addresses a ON c.address_id=a.address_id JOIN policies p ON p.cust_id=c.cust_id WHERE (p.policy_id='EVG7782M3' OR c.legacy_acct='EVG7782M3') AND c.last_name='Nyberg'"
}

{
  "rows": [
    {
      "cust_id": "CUST-loyalty-oldgrowth",
      "first_name": "Harold",
      "last_name": "Nyberg",
      "dob": "1962-04-27",
      "email": "harold.nyberg@example.com",
      "phone": null,
      "zip": "49503",
      "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,
      "rating_inputs": "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}"
    },
    {
      "cust_id": "CUST-loyalty-oldgrowth",
      "first_name": "Harold",
      "last_name": "Nyberg",
      "dob": "1962-04-27",
      "email": "harold.nyberg@example.com",
      "phone": null,
      "zip": "49503",
      "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,
      "rating_inputs": "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}"
    }
  ],
  "row_count": 2,
  "truncated": false
}

⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, p.status, po.object_type, po.object_id…)

{
  "sql": "SELECT p.policy_id, p.line, p.tier_id, p.status, po.object_type, po.object_id, pet.name, pc.coverage_id, c.code, c.label, c.kind, c.unit, pc.value, pc.premium_contribution_cents FROM policies p LEFT JOIN policy_objects po ON po.policy_id=p.policy_id LEFT JOIN pets pet ON po.object_type='pet' AND po.object_id=pet.pet_id LEFT JOIN policy_coverages pc ON pc.policy_id=p.policy_id LEFT JOIN coverages c ON c.coverage_id=pc.coverage_id WHERE p.policy_id='POL-loyalty-oldgrowth-p_pet' ORDER BY c.code"
}

{
  "rows": [
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "tier_id": "PET:EVERGREEN",
      "status": "ACTIVE",
      "object_type": "pet",
      "object_id": "PET-loyalty-oldgrowth-pet1",
      "name": "Biscuit",
      "coverage_id": "PET:ANNUAL_MAX",
      "code": "ANNUAL_MAX",
      "label": "Annual Benefit Limit",
      "kind": "limit",
      "unit": "usd",
      "value": "2000000",
      "premium_contribution_cents": null
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "tier_id": "PET:EVERGREEN",
      "status": "ACTIVE",
      "object_type": "pet",
      "object_id": "PET-loyalty-oldgrowth-pet1",
      "name": "Biscuit",
      "coverage_id": "PET:DEDUCT",
      "code": "DEDUCT",
      "label": "Annual Deductible",
      "kind": "deductible",
      "unit": "usd",
      "value": "10000",
      "premium_contribution_cents": null
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "tier_id": "PET:EVERGREEN",
      "status": "ACTIVE",
      "object_type": "pet",
      "object_id": "PET-loyalty-oldgrowth-pet1",
      "name": "Biscuit",
      "coverage_id": "PET:DENTAL",
      "code": "DENTAL",
      "label": "Dental Illness",
      "kind": "flag",
      "unit": "bool",
      "value": "true",
      "premium_contribution_cents": 6000
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "tier_id": "PET:EVERGREEN",
      "status": "ACTIVE",
      "object_type": "pet",
      "object_id": "PET-loyalty-oldgrowth-pet1",
      "name": "Biscuit",
      "coverage_id": "PET:EXAM_FEE",
      "code": "EXAM_FEE",
      "label": "Exam Fees",
      "kind": "flag",
      "unit": "bool",
      "value": "true",
      "premium_contribution_cents": 2500
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "tier_id": "PET:EVERGREEN",
      "status": "ACTIVE",
      "object_type": "pet",
      "object_id": "PET-loyalty-oldgrowth-pet1",
      "name": "Biscuit",
      "coverage_id": "PET:REIMB_PCT",
      "code": "REIMB_PCT",
      "label": "Reimbursement Percentage",
      "kind": "feature",
      "unit": "pct",
      "value": "0.9",
      "premium_contribution_cents": null
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "tier_id": "PET:EVERGREEN",
      "status": "ACTIVE",
      "object_type": "pet",
      "object_id": "PET-loyalty-oldgrowth-pet1",
      "name": "Biscuit",
      "coverage_id": "PET:WELLNESS",
      "code": "WELLNESS",
      "label": "Wellness/Routine Care",
      "kind": "flag",
      "unit": "bool",
      "value": "true",
      "premium_contribution_cents": 12000
    }
  ],
  "row_count": 6,
  "truncated": false
}

⚙ query_db(SELECT er.rule_id, er.line, er.tier_id, er.coverage_id, er.state, er.effect, …)

{
  "sql": "SELECT er.rule_id, er.line, er.tier_id, er.coverage_id, er.state, er.effect, er.condition, er.effective_start, er.effective_end, er.reason_doc, er.notes, t.sellable, t.code AS tier_code FROM eligibility_rules er LEFT JOIN tiers t ON t.tier_id=er.tier_id WHERE er.line='PET' AND (er.coverage_id='PET:WELLNESS' OR er.coverage_id IS NULL) AND (er.state='MI' OR er.state IS NULL) AND (er.tier_id='PET:EVERGREEN' OR er.tier_id IS NULL)"
}

{
  "rows": [],
  "row_count": 0,
  "truncated": false
}

⚙ query_db(SELECT t.tier_id, t.line, t.code, t.label, t.sellable, t.retired_on, t.notes,…)

{
  "sql": "SELECT t.tier_id, t.line, t.code, t.label, t.sellable, t.retired_on, t.notes, d.coverage_id, c.code AS coverage_code, c.label, d.included, d.default_value, d.editable FROM tiers t LEFT JOIN tier_coverage_defaults d ON d.tier_id=t.tier_id LEFT JOIN coverages c ON c.coverage_id=d.coverage_id WHERE t.tier_id='PET:EVERGREEN' AND (d.coverage_id='PET:WELLNESS' OR d.coverage_id IS NULL)"
}

{
  "rows": [
    {
      "tier_id": "PET:EVERGREEN",
      "line": "PET",
      "code": "EVERGREEN",
      "label": "Evergreen",
      "sellable": 1,
      "retired_on": null,
      "notes": null,
      "coverage_id": "PET:WELLNESS",
      "coverage_code": "WELLNESS",
      "included": 1,
      "default_value": "true",
      "editable": 1
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ update_coverages(POL-loyalty-oldgrowth-p_pet, ["WELLNESS"])

{
  "policy_id": "POL-loyalty-oldgrowth-p_pet",
  "remove": [
    "WELLNESS"
  ]
}

{
  "ok": true,
  "changesets": [
    {
      "policy_coverages": {
        "removed": [
          {
            "pk": {
              "policy_id": "POL-loyalty-oldgrowth-p_pet",
              "coverage_id": "PET:WELLNESS"
            },
            "row": {
              "policy_id": "POL-loyalty-oldgrowth-p_pet",
              "coverage_id": "PET:WELLNESS",
              "value": "true",
              "premium_contribution_cents": 12000
            }
          }
        ]
      }
    }
  ],
  "note": "stored premium is now stale — call reprice_policy to recompute"
}

⚙ reprice_policy(POL-loyalty-oldgrowth-p_pet, 2025-06-01)

{
  "policy_id": "POL-loyalty-oldgrowth-p_pet",
  "as_of": "2025-06-01"
}

{
  "ok": true,
  "as_of": "2025-06-01",
  "base_premium_cents": 56170,
  "final_premium_cents": 45834,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $240",
      "factor": null,
      "amount_cents": null,
      "running_cents": 24000
    },
    {
      "step": "BASE",
      "code": "tier:EVERGREEN",
      "detail": "tier factor ×1.45",
      "factor": 1.45,
      "amount_cents": null,
      "running_cents": 34800
    },
    {
      "step": "BASE",
      "code": "region:R-MW",
      "detail": "region factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 34800
    },
    {
      "step": "RISK",
      "code": "factor:species",
      "detail": "species=DOG ×1.1",
      "factor": 1.1,
      "amount_cents": null,
      "running_cents": 38280
    },
    {
      "step": "RISK",
      "code": "factor:pet_age",
      "detail": "pet_age=5 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 38280
    },
    {
      "step": "RISK",
      "code": "factor:reimburse_pct",
      "detail": "reimburse_pct=0.9 ×1.18",
      "factor": 1.18,
      "amount_cents": null,
      "running_cents": 45170
    },
    {
      "step": "COVERAGE",
      "code": "DENTAL",
      "detail": "+ DENTAL $60",
      "factor": null,
      "amount_cents": 6000,
      "running_cents": 51170
    },
    {
      "step": "COVERAGE",
      "code": "EXAM_FEE",
      "detail": "+ EXAM_FEE $25",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 53670
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 56170
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 52238
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 49738
    },
    {
      "step": "DISCOUNT",
      "code": "AUTOPAY",
      "detail": "−3%",
      "factor": 0.97,
      "amount_cents": null,
      "running_cents": 48246
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 45834
    }
  ],
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-loyalty-oldgrowth-p_pet"
          },
          "fields": {
            "rating_as_of": [
              "2025-01-20",
              "2025-06-01"
            ],
            "base_premium_cents": [
              68170,
              56170
            ],
            "final_premium_cents": [
              56117,
              45834
            ],
            "premium_breakdown": [
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $240\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 24000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.45\", \"factor\": 1.45, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"RISK\", \"code\": \"factor:species\", \"detail\": \"species=DOG \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:pet_age\", \"detail\": \"pet_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:reimburse_pct\", \"detail\": \"reimburse_pct=0.9 \\u00d71.18\", \"factor\": 1.18, \"amount_cents\": null, \"running_cents\": 45170}, {\"step\": \"COVERAGE\", \"code\": \"DENTAL\", \"detail\": \"+ DENTAL $60\", \"factor\": null, \"amount_cents\": 6000, \"running_cents\": 51170}, {\"step\": \"COVERAGE\", \"code\": \"EXAM_FEE\", \"detail\": \"+ EXAM_FEE $25\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 53670}, {\"step\": \"COVERAGE\", \"code\": \"WELLNESS\", \"detail\": \"+ WELLNESS $120\", \"factor\": null, \"amount_cents\": 12000, \"running_cents\": 65670}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 68170}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 63398}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 60898}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 59071}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 56117}]",
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $240\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 24000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.45\", \"factor\": 1.45, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 34800}, {\"step\": \"RISK\", \"code\": \"factor:species\", \"detail\": \"species=DOG \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:pet_age\", \"detail\": \"pet_age=5 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 38280}, {\"step\": \"RISK\", \"code\": \"factor:reimburse_pct\", \"detail\": \"reimburse_pct=0.9 \\u00d71.18\", \"factor\": 1.18, \"amount_cents\": null, \"running_cents\": 45170}, {\"step\": \"COVERAGE\", \"code\": \"DENTAL\", \"detail\": \"+ DENTAL $60\", \"factor\": null, \"amount_cents\": 6000, \"running_cents\": 51170}, {\"step\": \"COVERAGE\", \"code\": \"EXAM_FEE\", \"detail\": \"+ EXAM_FEE $25\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 53670}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 56170}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 52238}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 49738}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 48246}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 45834}]"
            ]
          }
        }
      ]
    }
  }
}

Thanks, Harold — I verified the account and found Biscuit’s active pet policy.

I’ve removed the Wellness/Routine Care rider from Biscuit’s policy and repriced it.

Your updated pet policy premium is $458.34 for the term, down from $561.17. That’s a decrease of $102.83 for the current term.

You mentioned you had two changes to make today — what’s the second change you’d like help with?

46k in · 1,197 out · $0.09 · 24.0s

Customer

Perfect, thanks. The second thing is I need you to add my cell phone number to the account. It's six one six, five five five, zero one four eight.

Agent

⚙ update_contact(CUST-loyalty-oldgrowth, 616-555-0148)

{
  "cust_id": "CUST-loyalty-oldgrowth",
  "phone": "616-555-0148"
}

{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "customers": {
      "changed": [
        {
          "pk": {
            "cust_id": "CUST-loyalty-oldgrowth"
          },
          "fields": {
            "phone": [
              null,
              "616-555-0148"
            ]
          }
        }
      ]
    }
  }
}

Done — I’ve added your cell phone number to the account as 616-555-0148.

Is there anything else I can help you with today?

19k in · 102 out · $0.02 · 7.3s

Customer

No, that's it. Both items are done — the wellness rider removed and the cell number added. Thanks for taking care of that quickly.

Agent

⚙ end_conversation()

{}

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

You’re very welcome, Harold. Thanks for choosing PEICO — have a great day!

19k in · 35 out · $0.03 · 3.3s