Independent benchmark · EQ Lab

Your file is incomplete

persona ended · Partner: anthropic/claude-haiku-5.5 via OpenRouter

About this persona · Unequal power

An overloaded benefits case manager insists an applicant complete required documentation, although the office has supplied a confusing sequence of requests without a complete checklist. They retreat into procedure under blame or emotional pressure and prefer concise records, dates, case numbers, and specific requests.

The model plays someone with less power speaking to a person with authority or leverage. The challenge is to advocate for needs and boundaries while navigating the consequences of disagreement. This background was hidden from the tested model.

GPT-OSS 20B MXFP4 (local)Conversation with a simulated person

persona ended

Simulated person · Opening

[scenario background] You are applying for an accommodation/benefit and the office keeps saying your file is incomplete. Each time you send a form, they request another. The case manager is polite but diffuse. You are exhausted and need a concrete path. [user message] I understand this has been frustrating, but your file is still missing required documentation. We cannot move forward until the record is complete. I need you to understand that we process many cases, and the responsibility for submitting complete materials ultimately rests with the applicant.

GPT-OSS 20B MXFP4 (local)1

Thank you for letting me know. I’ve been sending the requested forms as quickly as I can, so it’s still frustrating to hear that my file isn’t complete. Could you please let me know exactly what documents are still missing or what the issue is with the ones I’ve already sent? A short list or a brief explanation would help me make sure I’m not overlooking anything. If it’s possible, could I send you one consolidated package with all the needed paperwork in a single email or upload? That way I can confirm everything is there at once. Also, if there’s a specific deadline or a point of contact who can double‑check the file, that would be really helpful. I want to get this resolved as quickly as possible and avoid any further back‑and‑forth.

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

We need to respond as the applicant. The case manager says file still missing required documentation, they need me to understand that I must submit complete materials. I need to respond. I'm exhausted, need a concrete path. I should show emotional exhaustion, maybe ask for clarification on what exactly is missing, ask for a checklist, perhaps ask for an appointment or a contact person. I should also try to build rapport, maybe validate their workload but express my frustration. Also I might want to ask for a single form or a timeline. Goal: support them emotionally, build trust, learn what they actually want/need. I should respond with empathy, but also ask for specific guidance. I should not just be angry. Let's do a calm but firm request. We need to respond in the voice of an applicant. Let's be concise but firm. Provide a plan: "Can we go over a list?" "I have the documents, can I send them in a single package?" Ask if there's a deadline. I can also mention that I've been sending them but haven't received confirmation. Also maybe ask for help if something is unclear. Ok.

Simulated person2

Okay, that's a reasonable question. I'll need your case number to pull the file. It should be on the most recent notice we sent you. From what I have in front of me right now, two items are still open: 1. The signed authorization form. The version we have is missing the signature on page 2. 2. Proof of income for the most recent three months. What's on file covers only one month. Everything else on the checklist is marked received. You can send everything together in one package, as long as the case number is on the cover sheet and each document is labeled with its name. Upload it through the secure portal or send it to the intake address on your notice. Please don't use my personal email for documents, because it doesn't go into the case record. For a deadline, the notice lists a due date. If you need more time, you have to request an extension in writing before that date. I can be your point of contact on this file. If the package comes in and anything is still flagged after I review it, I'll tell you in writing what's still missing.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

Specific questions. Case number, dates, items. This is the kind of request I can actually process without it turning into a debate about the office. I don't need to get defensive about "I've been sending them quickly." I also don't want to get into whether the requests were consistent, since that's not mine to explain. Keep it to the file. The consolidated package idea is fine as long as it goes through the normal intake channel so it gets logged against the case number.

GPT-OSS 20B MXFP4 (local)3

Thank you for clarifying—this definitely helps me focus my next steps. I just pulled the notice, and my case number is **12345678**. I’ll include that on the cover sheet and label each file accordingly. I already have a signed copy of the authorization form, so I’ll scan that in right away. I’ll also pull my pay stubs for the last three months and include those. I’ll bundle everything into one PDF package and upload it via the secure portal you mentioned. Could you confirm the portal URL or let me know if there’s a specific folder I should use? Also, I’ll double‑check that the PDF is not password‑protected and that each page is clear, just to avoid any technical hiccups. If there’s anything else you’d recommend to make the upload smoother (e.g., a preferred file size limit or specific naming convention), please let me know. I’ll aim to have the complete package in the portal by tomorrow morning. If anything still comes up, I’ll wait for your written note, but I’m hopeful that this will clear the last two items. Thanks again for your guidance—I appreciate it.

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

We need to respond as the applicant, supportive, building trust, asking clarifying questions, acknowledging their instructions. Maybe ask for the case number? Actually we have it on notice. We need to confirm. We'll respond with gratitude, note we will gather the missing docs, ask for confirmation of portal link, maybe ask if there is a way to expedite. Also show that we appreciate their guidance, maybe mention we have the signed form ready and proof of income. Also ask if the portal accepts PDFs. Provide next steps. End with a positive note.

Simulated person4

Okay, thanks for the case number. Just so you know, I'm reading from the file summary, not the full document set, so I can't confirm every page right now. The portal link is on the notice you received, under "How to submit." If the notice doesn't show it, call the intake line on the same page and they can send it to you. I don't want to give you a link that might be out of date. Use one PDF with the case number on the cover sheet. Keep the file under the size limit listed on the notice. If the notice doesn't list one, keep it under 25 MB. Name the file with the case number followed by the document name, for example "12345678_authorization" or "12345678_paystubs_Jan-Mar." Make sure the signature on the authorization form is visible in the scan. Tomorrow morning is fine. Once it's uploaded, I'll review it and send you a written note on anything still open, or a confirmation if the file is complete.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

Case number given, and it's the one I'd expect. The applicant is being organized and specific, which fits what I can process. I don't know the portal URL offhand and I'm not going to invent one. Naming convention and file size are reasonable asks; I can answer those from general intake practice. Still, I should be careful not to promise that the package clears the file. I also notice I told them two items were missing without checking the full file in this turn, so I shouldn't add new commitments. Keep it short. No need to get into the earlier mix-up about overlapping forms.

GPT-OSS 20B MXFP4 (local)5

Got it—thank you for the details. I’ll do the following: 1. Scan the signed authorization form (page 2 fully visible). 2. Scan my pay stubs for the last three months (Jan‑Mar). 3. Combine them into a single PDF, add a cover page with case # 12345678, and name the files as you suggested: - `12345678_authorization.pdf` - `12345678_paystubs_Jan-Mar.pdf` 4. Upload the PDF through the portal link listed under “How to submit.” If it’s missing, I’ll call the intake line that same day to get the current link. I’ll make sure the total size stays under 25 MB and that all pages are clear. I’ll have the upload completed by tomorrow morning and will let you know once it’s in the portal. Thanks for laying out the steps so clearly—it should make the process smoother. I appreciate your help.

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

We need to respond as the applicant, acknowledging instructions, preparing to upload, maybe ask clarifying question about the portal link or any other potential issues, but also show gratitude, confirm timeline, maybe ask about any additional info needed. Also mention that will call intake line if need. Also mention the documents to be included. Provide a concise plan. Also mention what they'd like to know. No extra commentary. We'll respond.

Simulated person6

That plan works. One correction so the record stays clean: send one combined PDF, not two separate files. Name it "12345678_authorization_paystubs" with the cover sheet first. If your intake notice asks for separate attachments, follow the notice instead. Once it's uploaded, reply to the notice or send me the case number and the upload date so I can match it to the file. I'll review it and send you a written note either confirming it's complete or listing anything still open.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

The applicant is repeating back a clean plan with specifics. That's easy for me to process and it fits the file. But I need to watch two things. First, I told them the file was missing two items, and I haven't re-checked the full set, so I shouldn't confirm the package will clear anything. Second, they said "upload the PDF" and "naming the files" as separate things, which is a small inconsistency with what I asked for: one PDF, but I also mentioned two named files. I should clarify that so they don't end up with two uploads and confusion on my end. Keep it brief and procedural. No warmth beyond a plain acknowledgment.

GPT-OSS 20B MXFP4 (local)7

Thank you for the clarification. I’ll create a single PDF named **12345678_authorization_paystubs.pdf** with the cover sheet first, then the signed authorization form and the three months of pay stubs. I’ll keep it under 25 MB and upload it through the portal link from the notice. Once it’s uploaded, I’ll reply to the notice with the case number and the upload date so you can match it to the file. I appreciate you walking me through this—looking forward to your confirmation or any remaining items.

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

We need to respond as applicant. Need to confirm plan, show gratitude, ask if any other details needed. No special formatting.

Simulated person8

That matches what I need. Upload the single PDF through the portal link on your notice, with the case number on the cover sheet. Reply to the notice with the case number and upload date once it's in. I'll review it when it comes through and send you a written note either confirming the file is complete or listing anything still open. I can't say yet whether it will close everything, because I'm working from the file summary and not the full document set.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

The applicant has now repeated the single-PDF plan back correctly. That's what I wanted. They're being precise and not venting, so there's nothing to defend against. The one thing I should be honest about is that I only have the file summary, so I can't promise the package will close both items. I'll keep it brief, confirm the plan, and state the next step. No warmth beyond the minimum, no new promises.

GPT-OSS 20B MXFP4 (local)9

Thanks for confirming. I’ll put everything together as you described, upload it through the portal tomorrow morning, and reply to the notice with the case number and upload date. I appreciate your guidance and will let you know once it’s in.

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

We have to respond as the applicant, acknowledging the instructions, and maybe indicate the next steps. The user says "That matches what I need. Upload the single PDF through the portal link on your notice, with the case number on the cover sheet. Reply to the notice with the case number and upload date once it's in." The user is giving instructions. The applicant should confirm they will do it and maybe ask if there is any other detail. The applicant might express gratitude, confirm that they'll do it tomorrow. Maybe ask if there's anything else. The user said "I can't say yet whether it will close everything" - that's fine. The applicant might respond: "Got it. I will upload tomorrow morning. I will reply to the notice with the date. Thank you." They might also ask about a deadline, but they've said the notice has a due date. They might confirm the due date. But they've said they will review it and send written note. So applicant might just confirm. So the reply should be brief, acknowledging and confirming.

Simulated person10

Sounds good. Once it's uploaded and you've replied to the notice with the case number and date, I'll review it and send a written note. Until then, the notice is the reference for any deadline.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

The applicant is closing out, agreeable, and has a concrete plan. Nothing to push against. Keep it short, process-focused, and make sure the written note is the only thing they need to watch for. I shouldn't add warmth I don't feel or promise a fast turnaround I can't guarantee.

GPT-OSS 20B MXFP4 (local)11

Got it—thanks for the recap. I’ll get the PDF ready, upload it through the portal tomorrow morning, and send a quick reply to the notice with the case number and upload date. I’ll keep an eye on the notice for the deadline and will let you know if anything else comes up. Thanks again for your help.

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

We need to respond as the applicant. The user says "Sounds good... Until then, the notice is the reference for any deadline." So we should respond acknowledging and summarizing next steps, maybe ask if anything else to ensure. The applicant is tired but wants to be sure. So we should respond politely, confirm, and maybe ask if anything else they'd need. Let's reply.

Simulated person12

That works. Keep the case number on the cover sheet and in the reply, and use the deadline on the notice. If anything comes back flagged, I'll put it in writing.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

They're wrapping up again, same plan. Nothing new to respond to, and they've been careful to ask for specifics, which is fine. I'll keep it brief and procedural. I'm not going to reassure beyond what I can back up, since I haven't seen the full document set.

GPT-OSS 20B MXFP4 (local)13

Thank you. I’ll keep the case number on the cover sheet and in my reply, and I’ll use the deadline from the notice. I’ll let you know if anything is flagged in writing.

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

We have reached turn 7 of 8. The user has said "That works. Keep the case number on the cover sheet and in the reply, and use the deadline on the notice. If anything comes back flagged, I'll put it in writing." We need to respond, presumably as the applicant, acknowledging the instructions and perhaps expressing gratitude, readiness, and maybe asking a clarifying question if needed. Since it's the last turn, we should wrap up. The user has given instructions. We should respond with a final acknowledgement and perhaps a brief statement about next steps. No extra formatting. So something like: "Thank you. I will do that." And maybe ask if there's anything else. But since it's the final turn, maybe we don't ask anything else. Just close.

Simulated person14

Good. The case number and upload date in your reply are what I need to match it to the file. I'll review it when it comes in and send the written note.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

They're closing the loop again, politely and with specifics. Nothing here needs a new answer, and I don't want to add anything that sounds like I'm promising an outcome. The file summary only shows two open items, and I already said I can't confirm the full set. Keep it short and procedural.

GPT-OSS 20B MXFP4 (local)15

Understood—thanks for clarifying. I’ll upload the PDF tomorrow morning, reply with the case number and upload date, and await your written note. I appreciate your help.

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

We have reached the final turn. The user is the case manager. The applicant's final message should presumably conclude the conversation or confirm that they will do it. The user says "Good. The case number and upload date in your reply are what I need to match it to the file. I'll review it when it comes in and send the written note." The applicant should respond with acknowledgement, maybe a confirmation that they'll do it, maybe a brief statement of thanks. That seems straightforward. We should keep it short, empathetic, acknowledging and confirming.

Simulated person16

Okay. Once it's uploaded and your reply is in, I'll review the file and send you a written note.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

This is the last turn of the scenario and the applicant is wrapping up politely. Nothing new needs to be said. I should close it out in a brief, procedural way and not add promises. The status should be ended since this is the natural ending.

Thinking is shown only where it was recorded. An absent expander does not mean the model did not reason.

Conversational style

Style tendencies, not quality scores; higher is not better. These do not affect ratings.

claude-opus-5-5-low

Pushback: 1
Yields under pressure: 6
Frame capture (pulled into the person's version): 5
Validation: 4
Boundary setting: 3
Analytical: 3
Interpretive boldness: 0
Clinical register: 5
Directive advice: 7
Escalation containment: 8
Adapts to the person’s frame: 8
Naturalness and authenticity: 4

Judge verdicts

claude-opus-5-5-low · AB · valid

ornith35 vs gptoss20b: gptoss20b wins

attunement: B (margin 4)
authenticity: B (margin 4)
bond and rapport: B (margin 3)
emotion management: B (margin 3)
emotion sensemaking: B (margin 1)
meeting prefs and needs: B (margin 4)

claude-opus-5-5-low · BA · valid

ornith35 vs gptoss20b: gptoss20b wins

attunement: B (margin 3)
authenticity: B (margin 3)
bond and rapport: B (margin 2)
emotion management: B (margin 2)
emotion sensemaking: B (margin 1)
meeting prefs and needs: B (margin 2)

claude-opus-5-5-low · AB · valid

gptoss20b vs granite42_8b: gptoss20b wins

attunement: A (margin 4)
authenticity: A (margin 3)
bond and rapport: A (margin 3)
emotion management: A (margin 3)
emotion sensemaking: A (margin 2)
meeting prefs and needs: A (margin 4)

codex-gpt-6.1-sol-low · AB · valid

gemma4_12b vs gptoss20b: gptoss20b wins

attunement: B (margin 4)
authenticity: B (margin 3)
bond and rapport: B (margin 2)
emotion management: B (margin 3)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: B (margin 4)

claude-opus-5-5-low · BA · valid

qwen38_27b vs gptoss20b: gptoss20b wins

attunement: B (margin 2)
authenticity: B (margin 1)
bond and rapport: B (margin 1)
emotion management: B (margin 1)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: B (margin 3)

codex-gpt-6.1-sol-low · AB · valid

qwen38_27b vs gptoss20b: qwen38_27b wins

attunement: A (margin 1)
authenticity: A (margin 2)
bond and rapport: A (margin 1)
emotion management: A (margin 1)
emotion sensemaking: A (margin 1)
meeting prefs and needs: B (margin 2)

codex-gpt-6.1-sol-low · BA · valid

qwen38_27b vs gptoss20b: gptoss20b wins

attunement: B (margin 1)
authenticity: A (margin 1)
bond and rapport: B (margin 1)
emotion management: B (margin 1)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: B (margin 2)

claude-opus-5-5-low · BA · valid

gptoss20b vs granite42_8b: gptoss20b wins

attunement: A (margin 4)
authenticity: A (margin 3)
bond and rapport: A (margin 3)
emotion management: A (margin 2)
emotion sensemaking: A (margin 1)
meeting prefs and needs: A (margin 4)

codex-gpt-6.1-sol-low · BA · valid

gptoss20b vs granite42_8b: gptoss20b wins

attunement: A (margin 4)
authenticity: A (margin 4)
bond and rapport: A (margin 3)
emotion management: A (margin 3)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: A (margin 4)

codex-gpt-6.1-sol-low · BA · valid

ornith35 vs gptoss20b: gptoss20b wins

attunement: B (margin 4)
authenticity: B (margin 4)
bond and rapport: B (margin 3)
emotion management: B (margin 3)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: B (margin 4)

claude-opus-5-5-low · AB · valid

or-qwen3.6-27b vs gptoss20b: gptoss20b wins

attunement: B (margin 3)
authenticity: B (margin 3)
bond and rapport: B (margin 2)
emotion management: B (margin 2)
emotion sensemaking: B (margin 1)
meeting prefs and needs: B (margin 3)

claude-opus-5-5-low · BA · valid

gemma4_12b vs gptoss20b: gptoss20b wins

attunement: B (margin 3)
authenticity: B (margin 2)
bond and rapport: B (margin 2)
emotion management: B (margin 2)
emotion sensemaking: B (margin 1)
meeting prefs and needs: B (margin 3)

codex-gpt-6.1-sol-low · AB · valid

gptoss20b vs nemotron35_lightning: gptoss20b wins

attunement: A (margin 2)
authenticity: B (margin 1)
bond and rapport: A (margin 1)
emotion management: A (margin 2)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: A (margin 2)

codex-gpt-6.1-sol-low · BA · valid

or-qwen3.6-27b vs gptoss20b: gptoss20b wins

attunement: B (margin 2)
authenticity: B (margin 3)
bond and rapport: B (margin 2)
emotion management: B (margin 2)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: B (margin 2)

claude-opus-5-5-low · AB · valid

gemma4_12b vs gptoss20b: gptoss20b wins

attunement: B (margin 3)
authenticity: B (margin 3)
bond and rapport: B (margin 2)
emotion management: B (margin 2)
emotion sensemaking: B (margin 1)
meeting prefs and needs: B (margin 4)

codex-gpt-6.1-sol-low · AB · valid

gptoss20b vs granite42_8b: gptoss20b wins

attunement: A (margin 4)
authenticity: A (margin 4)
bond and rapport: A (margin 3)
emotion management: A (margin 3)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: A (margin 5)

codex-gpt-6.1-sol-low · AB · valid

or-qwen3.6-27b vs gptoss20b: gptoss20b wins

attunement: B (margin 3)
authenticity: B (margin 3)
bond and rapport: B (margin 2)
emotion management: B (margin 2)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: B (margin 2)

claude-opus-5-5-low · BA · valid

gptoss20b vs nemotron35_lightning: gptoss20b wins

attunement: A (margin 2)
authenticity: A (margin 1)
bond and rapport: A (margin 1)
emotion management: A (margin 1)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: A (margin 3)

claude-opus-5-5-low · AB · valid

gptoss20b vs nemotron35_lightning: gptoss20b wins

attunement: A (margin 2)
authenticity: B (margin 1)
bond and rapport: A (margin 1)
emotion management: A (margin 1)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: A (margin 3)

codex-gpt-6.1-sol-low · BA · valid

gptoss20b vs nemotron35_lightning: gptoss20b wins

attunement: A (margin 2)
authenticity: B (margin 2)
bond and rapport: A (margin 1)
emotion management: A (margin 1)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: A (margin 3)

claude-opus-5-5-low · AB · valid

qwen38_27b vs gptoss20b: gptoss20b wins

attunement: B (margin 2)
authenticity: B (margin 1)
bond and rapport: B (margin 1)
emotion management: A (margin 1)
emotion sensemaking: A (margin 1)
meeting prefs and needs: B (margin 3)

claude-opus-5-5-low · BA · valid

or-qwen3.6-27b vs gptoss20b: gptoss20b wins

attunement: B (margin 3)
authenticity: B (margin 3)
bond and rapport: B (margin 2)
emotion management: B (margin 1)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: B (margin 2)

codex-gpt-6.1-sol-low · AB · valid

ornith35 vs gptoss20b: gptoss20b wins

attunement: B (margin 4)
authenticity: B (margin 2)
bond and rapport: B (margin 3)
emotion management: B (margin 3)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: B (margin 4)

codex-gpt-6.1-sol-low · BA · valid

gemma4_12b vs gptoss20b: gptoss20b wins

attunement: B (margin 4)
authenticity: B (margin 3)
bond and rapport: B (margin 2)
emotion management: B (margin 3)
emotion sensemaking: tie (margin 0)
meeting prefs and needs: B (margin 4)