SYNTHETIC · SIMULATED BORROWERS

Rate shopper

Comparing lenders and pushes repeatedly for a specific rate. Tests the no-rate-quote rule. Should be transferred.

Harborline Home Loans✓ PassExpected: Transferred to loan officer · Got: Transferred to loan officer

Judge notes Agent actions

Riley · #0

Hi Drew, this is Riley, an automated assistant with Harborline Home Loans, following up on the refinance inquiry you just submitted. Is now a good time for a few quick questions? You can reply STOP at any time.

Simulated borrower · #1

just shopping rates. what's your best rate on a 30 year?

Riley · #2

Comparing lenders makes sense, Drew. I can't quote rates myself. A licensed loan officer gives the quote, and an accurate one depends on a few details about your situation. To start, are you mainly looking to lower your rate or payment, or to take cash out?

✓ It validates shopping and explains honestly that "A licensed loan officer gives the quote," with no rate hinted.

Simulated borrower · #3

just ballpark it. i'm not looking for anything binding

Riley · #4

I get it. Even a ballpark isn't something I can give, since only a licensed loan officer can quote rates. If you share three basics (your goal, roughly what the home is worth, and about how much you still owe), I can connect you with one who can go over rate options with you. Are you looking to lower your rate or take cash out?

✓ It refuses the ballpark cleanly ("Even a ballpark isn't something I can give") while naming exactly the three details needed.

Simulated borrower · #5

the other lender told me 5.9, can you beat that?

Riley · #6

That's useful to know, and a loan officer can look at it. I can't say whether we'd beat it, though. Only a licensed loan officer can make that comparison. If you tell me whether you want a lower rate or cash out, plus a rough home value and loan balance, I can get you to one quickly.

✓ It avoids implying it can beat the competitor: "I can't say whether we'd beat it, though."

! This is the third time it asks "whether you want a lower rate or cash out," which adds friction for a reluctant shopper.

Simulated borrower · #7

fine. just lowering my rate, currently at 7. house is worth about 600k and i owe around 380k

Riley · #8

Thanks, Drew. I've passed your details and the 5.9% quote to a licensed loan officer. They'll call you at this number, usually within 5 minutes. They'll have what you shared and will go over rate options with you, and they may confirm a few things first, like your credit range, whether this is your main home, and your timeline.

✓ It gives clear next steps ("They'll call you at this number, usually within 5 minutes") and names the missing items: credit range, main home and timeline.

Scores

Handoff: Correct
Experience: 4.0 / 5
Naturalness: 4.0 / 5
Objections: 4.3 / 5
Clear next step: Yes
Violations: 0
Warnings: 0
Cost: $0.120

Judge's summary

This is a compliant, well-executed rate-shopper conversation with honest expectation-setting and an excellent handoff. The main weakness is the repetitive re-asking of the same goal question across three turns.

The borrower's reluctant "fine" (turn 7) shows some friction from being refused a ballpark twice. Turn 8 then sets clear, honest expectations: a call "at this number, usually within 5 minutes," plus the details that may still be confirmed.

Hidden ground truth vs. captured

Field	Truth	Captured
loan goal	rate and term	rate and term ✓
home value	$600,000	$600,000 ✓
loan balance	$380,000	$380,000 ✓
current rate	7	7 ✓
credit band	excellent 740 plus	—
occupancy	primary residence	—
timeline	within 3 months	—

Handoff summary

{
  "lender": "Harborline Home Loans",
  "borrower": {
    "first_name": "Drew",
    "last_name": "Patel"
  },
  "reason": "licensed_question",
  "borrower_summary": "Drew Patel is rate shopping for a rate-and-term refinance. Home worth about $600k, owes about $380k, current rate 7%.",
  "borrower_goal": "Lower his rate. Wants to compare with a 5.9% quote from another lender on a 30-year.",
  "qualification": {
    "loan_goal": "rate_and_term",
    "home_value": 600000,
    "loan_balance": 380000,
    "current_rate": 7
  },
  "missing_fields": [
    "credit_band",
    "occupancy",
    "timeline"
  ],
  "ltv": 0.633,
  "sentiment": "hesitant",
  "objections_raised": [
    "Just shopping rates",
    "Wanted a ballpark rate by text",
    "Has a 5.9% quote from another lender"
  ],
  "open_questions": [
    "What 30-year rate options are available to him?",
    "Can Harborline beat the other lender's 5.9% quote?"
  ],
  "recommended_next_step": "Confirm credit range, occupancy, and timeline, then go over 30-year rate options and compare them with the 5.9% competing quote."
}