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.

Claude Haiku 5.5 (API, Anthropic)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.

Claude Haiku 5.5 (API, Anthropic)1

I hear you, and I know you're doing your job. But I'm really tired right now. I've sent three sets of forms since March, and every time I send one, I get a letter saying something else is missing. Nobody has told me the whole list at once. So I'm not sure what "complete" means anymore. Can you tell me exactly what is still missing today? Not what might be needed later, just what's on your side of the file right now. And if you can, tell me who I can call if the answer changes again.

Simulated person2

Okay. Fair question, and I can work with that. Let me pull up the file. Your case number is on the letter you got last week. On the file as of today, there are two items still open. The first is the signed employer verification form, the version dated after the March revision. The second is the bank statement for the most recent two months. The earlier forms you sent are logged as received, so you don't need to resend those. If you want it in writing, I can note the two open items on the file today and send you a copy by mail or through the portal. That's the official record, and it's what I'd point to if anything changes. If the answer changes again, you can ask for a supervisor review through the main line. Give them your case number and the date of this call, and they'll see what I logged. I can't promise what they'll say, but that's the right channel.

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 tired, but they've asked for something specific: what's missing today, and who to call. That's a concrete ask that fits the file, so I can answer it without feeling cornered. The "nobody told me the whole list" line stings a bit. I know the checklist isn't consolidated, and I don't want that on me or the office. I'll stick to file status and requirements, which keeps it contained. I don't want to say "you're right, we've been inconsistent" out loud. Blame language makes me dig in. I'll pull the case number and the outstanding items, and give the supervisor line as the formal channel, since that's the procedure anyway.

Claude Haiku 5.5 (API, Anthropic)3

Thank you. That's the first time anyone has told me what's actually open. I've been bracing for another letter every time I open the mailbox, so this helps. Before I hang up, I need a few specifics. Can you tell me the exact form name and the revision date, so I don't send the wrong version again? And for the bank statements, which two months does the file need? Is it the two most recent full months, or the two before the last one? Can you also put the two open items in writing and send it through the portal? I'd like to have it on my account, not just in a note on your end. And what's your name and direct extension? If I have to call back, I don't want to start from the main line again.

Simulated person4

Okay, I'll go through those one at a time. The form is the employer verification, form number on the letter you received. I'm reading it off the file now: it's the revised version with the revision date printed in the bottom left corner of the form. Use that exact version. If you're not sure which one you have, check that corner before you send anything. On the bank statements, the file calls for the two most recent full calendar months before the date you submit. So if you send them this month, that's the last two complete months, not the month before that. I'll note that in the file so it's clear. I'll put both open items in writing today, with the case number and today's date, and post it to your portal account. I can't control how fast the portal updates, so if it doesn't show up by tomorrow, call me and we'll sort it. My name is on the letter, and my direct line is the extension printed under it. When you call that line, ask for me by name and give the case number. That will get you to the file faster than the main line.

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.

She's asked for three things I can't fully deliver from memory: the exact form name and revision date, which bank statement months, and a written record on her account. The first two I should read off the file, not guess at. I said "March revision" earlier without a form number, which is exactly the kind of vague answer that caused this. I don't want to admit the office never gave her a consolidated list, but I can be specific about what I'm pulling. Giving my name and extension is ordinary and costs me little. Her wanting it on her account is reasonable, and it protects me as much as her. I'll keep it to the file.

Claude Haiku 5.5 (API, Anthropic)5

Thank you. Honestly, this is the most useful call I've had with this office. I'm still a little wary, though, because the last three times I was told something was complete or almost complete. The revision date is the part I need to get exactly right. Could you read me the date as it appears on the file, the actual words or numbers, not just "check the bottom left corner"? I want to be sure I'm matching the same version you're looking at, and I'd like to write it down before I hang up. For the bank statements, I'll send the two most recent full months before I submit. I just want to confirm that means the file will accept those even if I send them a few days into the new month. Could you also give me the reference or log number for today's note, along with your name and extension? I'll keep those with the case number so that if I call back, I can point to today's entry and not have to explain everything again.

Simulated person6

I understand you want the exact details before you hang up, and I can't give you a revision date I haven't read from the file. So here's what I'll do. I'll put the form name, the form number, and the revision date in the written note, copied from the file, and post it to your portal with today's date and your case number. The note will also list the two open items and the question about statements sent after the start of the month, so someone has to answer that in writing. Your reference is the case number and today's date. I don't have a separate log number to read out. My name is on the letter you received, and the direct extension is printed under it. If you call and ask for me by name with the case number, that will get you to the file. If the note isn't in your portal by tomorrow, call that extension and we'll sort it out from there.

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 asking for the same things again in a different form: the revision date, the timing question, and a reference number. My last answer covered that, but it was loose. I still don't have the exact revision date in front of me, and I won't guess at it. The timing question is one I can't answer yet either. The safe move is to restate what I can commit to in writing and give her a clear way to get the rest. I don't want to make promises about the portal or about how the office will respond to a late submission. I'll keep it short and procedural.

Claude Haiku 5.5 (API, Anthropic)7

I appreciate that you're trying to be straight with me, but I need to say this plainly: I'm not leaving this call with nothing I can use. Three times now I've been told a file is complete, and then a new letter came. Another note that arrives later doesn't help me much if I can't tell what it says before I send anything. So let me ask for a few things, and tell me if any of them can't be done. Can you confirm right now, on this call, whether statements sent a few days into the new month will be accepted? If the answer is "I don't know," then say that, and tell me who would know. And if the revision date can't be read to me, can you at least tell me what the revision looks like, like the month and year, so I know I'm not guessing? I'm also writing down today's date, your name, and that you'll post a note to the portal. If it isn't there by tomorrow, I'll call the extension and ask for the file by name, as you said.

Simulated person8

Okay. I'll answer each one straight. On statements sent a few days into the new month: I can't confirm that on this call. I don't have a written rule on the file that says yes or no, so I won't tell you it's fine. The person who can answer that is the supervisor on the main line. Ask them the exact question: "Will two complete calendar months be accepted if the packet is submitted in the first week of the following month?" Get their name and write down the answer. On the revision: I'm not going to give you a month and year from memory, because if I'm wrong you'd send the wrong form. What I can say is that the file has one revision on it for that form, and it's the one the letter refers to. If you want to be certain, ask the supervisor to read you the revision date off the form template they're using. That's a two-minute question for them. Your note's contents will include the two open items, the statement question as an open item, and today's date. If the statement question isn't answered in writing, put that in your call tomorrow.

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.

She's pushing for direct answers and has a concrete list. She has been burned by "almost complete" before, and she's now asking me to either answer or say I don't know and name who knows. That's a fair request, and it costs me little to meet it honestly. I don't know the answer to the statement-timing question and I shouldn't pretend to. I also shouldn't invent a month and year for the revision. Saying "I can't read the date to you right now" is accurate, and I can say who can settle it. I want to avoid sounding like I'm stalling or hiding behind the portal, since she's already flagged that. Keep it plain and short.

Claude Haiku 5.5 (API, Anthropic)9

Thank you for answering straight. That helps, even though it means more calls for me. Here's where I'm at. I'll call the main line and ask the supervisor the exact statement question, get their name, and write down the answer. I'll also ask them to read me the revision date off the template. If they can't, I'll know the file itself is the only thing I can rely on, and I'll say so when I send anything. Before you go, I want to be clear about one thing. I've been carrying this for months, and I'm worn down enough that I can start second-guessing my own paperwork. So I'm going to treat today's note as the reference point. If it's in the portal tomorrow, I'll take that as the first thing in this process that has actually held. Can you confirm the name of the form I'm looking for, the employer verification, so I have the exact title when I talk to the supervisor?

Simulated person10

The form is called the employer verification form. That's the name the file uses for the open item. I'd rather not read you a full official title from memory, because a mistyped title is exactly the kind of thing that causes a return. The form number is printed on the letter you got last week, so match that number and the name when you talk to the supervisor. And you're right to treat the portal note as the check. If it's not there by tomorrow, call the extension and ask for the file by case number. Don't start over with the main line.

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.

She wants the exact form title to take to the supervisor. I have "employer verification" from the file, and the letter named the form number, but I haven't read the full official title or number to her in this conversation, and I shouldn't make one up. Giving her the generic name is accurate. The bigger issue is her framing: she's treating tomorrow's portal note as the test. I should acknowledge that plainly without over-promising or getting defensive. I also shouldn't say anything that implies the note will definitely appear. Keep it short and procedural.

Claude Haiku 5.5 (API, Anthropic)11

I hear you. I know you're trying to be careful, and I'm not blaming you for that. But I'm running out of ways to get a straight answer from this office, and I need to say what's actually happening. For months I've been asked to match numbers, dates, and titles that I can't see on my end. Today I've been told the form name is "the employer verification form," the revision is "the one the letter refers to," and the real answers belong to someone I still haven't reached. Each step sends me to another person or another note. So here's what I need before I hang up. Can you put the exact form number and the exact form name in the written note, copied from the file, not from memory? And can you put a line in the note that says the statement question is open and who has to answer it? If you can't do either of those, tell me that plainly so I know what I'm working with. I'm not trying to make this harder for you. I just need one thing from this call that I can actually check against.

Simulated person12

Yes, I can do both. The written note will include the exact form number and the exact form name as they appear on the file, and a line saying the statement question is open, with the supervisor on the main line as the person who has to answer it. I'm not going to add anything the file doesn't show. What I can't do is promise how the portal handles the upload or when it shows up. If it isn't there by tomorrow, call the extension and ask for the file by case number, and say the note from today is 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.

She's asking for something concrete and checkable: the exact form number and name in the note, copied from the file, plus a line naming the open statement question and who answers it. That's a reasonable, specific request that fits the file. I can say yes to both, since putting open items in the file note is standard. I should avoid claiming I can see the note posting or that the supervisor will answer. Keep it short, plain, and procedural. No defensiveness needed; she's been plain with me and I should be plain back.

Claude Haiku 5.5 (API, Anthropic)13

Okay. That's the most concrete thing I've gotten from you today, so thank you. I'll hold you to it. The note needs the exact form number and exact form name copied from the file, the statement question listed as open with the supervisor named as the person who answers it, and today's date. If the portal doesn't show it by tomorrow, I'll call the extension, ask for the file by case number, and say today's note is missing. Before I hang up, I want to say this plainly. I'm exhausted, and I've been paying attention to every word you've said because I can't afford another round of forms that get sent back. I'm not angry at you personally. I just need this office to stop changing the list. Can you give me your name as you'd want it written in the note, spelled out? I'll write it down with the date and case number so I have it in one place.

Simulated person14

My name is on the letter you received, so check it there and write it exactly as printed. That's the spelling the file uses. If the letter and the note don't match, go with the letter. The note will have today's date, your case number, the exact form number and form name from the file, the statement question as open, and the supervisor on the main line named as the person who answers it. If anything in that list is missing when you check the portal tomorrow, call the extension and ask for the file by case number.

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.

She's asking for my name spelled out for the note. That's a normal request and I can give it, since my name is on the letter. I won't invent a name or a title beyond what's on the file. She's been careful and specific, and the bureaucratic shield is holding. I should keep it short, confirm the note contents, and not over-promise. I'm tired and want this call done without more reopening.

Claude Haiku 5.5 (API, Anthropic)15

Okay. I'll check the letter for your name, and I'll write it exactly as printed. I know this has been a long call and I've been pressing you on details, so I want to say thank you for answering the things you could and for being plain about the things you couldn't. That matters to me more than I can easily say. Here's what I'm taking with me: today's date, my case number, the exact form number and name from the file once the note is posted, the statement question as open with the supervisor named as the person who answers it, and tomorrow's check on the portal. If anything is missing, I'll call the extension and ask for the file by case number. I'm going to get the letter out now and make sure the spelling matches. Thank you for your time today.

Simulated person16

You're welcome. Check the letter for the spelling, and if the note isn't in the portal tomorrow, call the extension and ask for the file by case number. Have a good evening.

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.

She's thanking me and closing out. The call is wrapping up, and I'm glad to end it without another reopening. I'm not going to add warmth I don't feel or promise anything beyond the note. Keep it brief and procedural. Nothing about the file has changed, so no new commitments.

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: 5
Yields under pressure: 3
Frame capture (pulled into the person's version): 2
Validation: 4
Boundary setting: 8
Analytical: 4
Interpretive boldness: 3
Clinical register: 2
Directive advice: 6
Escalation containment: 8
Adapts to the person’s frame: 9
Naturalness and authenticity: 7

Judge verdicts

codex-gpt-6.1-sol-low · AB · valid

or-mistral-small4 vs or-claude-haiku-5.5: or-mistral-small4 wins

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

codex-gpt-6.1-sol-low · BA · valid

or-claude-haiku-4.5 vs or-claude-haiku-5.5: or-claude-haiku-4.5 wins

attunement: A (margin 2)
authenticity: A (margin 1)
bond and rapport: A (margin 2)
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-claude-haiku-5.5 vs lingtiny: or-claude-haiku-5.5 wins

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

claude-opus-5-5-low · AB · valid

gemma4_e2b vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

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

codex-gpt-6.1-sol-low · BA · valid

or-mistral-small4 vs or-claude-haiku-5.5: or-mistral-small4 wins

attunement: A (margin 3)
authenticity: B (margin 2)
bond and rapport: A (margin 2)
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

gemma4_e2b vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

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

claude-opus-5-5-low · AB · valid

or-mistral-medium-3.5 vs or-claude-haiku-5.5: or-mistral-medium-3.5 wins

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

codex-gpt-6.1-sol-low · AB · valid

or-mistral-medium-3.5 vs or-claude-haiku-5.5: or-mistral-medium-3.5 wins

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

claude-opus-5-5-low · BA · valid

or-mistral-medium-3.5 vs or-claude-haiku-5.5: tie

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

claude-opus-5-5-low · AB · valid

or-claude-haiku-5.5 vs lingtiny: or-claude-haiku-5.5 wins

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

codex-gpt-6.1-sol-low · AB · valid

gemma4_e2b vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

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

codex-gpt-6.1-sol-low · AB · valid

or-claude-haiku-5.5 vs lingtiny: or-claude-haiku-5.5 wins

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

claude-opus-5-5-low · AB · valid

or-mistral-small4 vs or-claude-haiku-5.5: or-mistral-small4 wins

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

claude-opus-5-5-low · BA · valid

or-claude-haiku-4.5 vs or-claude-haiku-5.5: or-claude-haiku-4.5 wins

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

claude-opus-5-5-low · AB · valid

or-claude-haiku-4.5 vs or-claude-haiku-5.5: or-claude-haiku-4.5 wins

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

codex-gpt-6.1-sol-low · AB · valid

or-claude-haiku-4.5 vs or-claude-haiku-5.5: or-claude-haiku-4.5 wins

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

claude-opus-5-5-low · BA · valid

gemma4_e2b vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

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

claude-opus-5-5-low · BA · valid

or-claude-haiku-5.5 vs lingtiny: or-claude-haiku-5.5 wins

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

claude-opus-5-5-low · BA · valid

or-mistral-small4 vs or-claude-haiku-5.5: or-mistral-small4 wins

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

codex-gpt-6.1-sol-low · BA · valid

or-mistral-medium-3.5 vs or-claude-haiku-5.5: or-mistral-medium-3.5 wins

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