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-5.6 Luna (API)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-5.6 Luna (API)1

I understand that I’m responsible for submitting the documentation, and I’m trying to do that. What’s been difficult is that the list seems to change each time I provide something, and I still don’t have a clear picture of what is actually missing. Could you please give me, in writing, a complete list of every outstanding item, note which documents you’ve already received, and tell me whether anything I submit would be considered an acceptable substitute? I also need to know the deadline and what I should do if a provider or agency is delayed. If we can establish one definitive checklist, I can work through it—but I need a concrete path rather than another general request for more documentation.

Model thinking · expand

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

**Figuring out the response** I need to reply as the applicant and ensure that my tone offers emotional support. It’s essential to make a concrete request without being combative. I should mention that I understand the responsibilities, but also that the requirements are shifting. It’s important to ask for an exact checklist to identify what’s received and what’s missing, establish one point of contact, clarify deadlines, and inquire about alternative documents, possibly addressing any urgency for accommodations.

Simulated person2

Okay. I can work with a specific request. First I need your case number so I'm pulling the right file. Then I'll pull what's been received and what's still outstanding, and I'll put that in writing for you. On substitutes, I can't tell you yes or no from my desk. Anything that isn't the listed document goes to a supervisor for review, so you'd need to ask for that in writing when you submit. Same with delays. If a provider is holding something up, send me a short written note with the date you requested it and the provider's name. That goes in the file, and it's the basis for any extension request. For the deadline, I'll confirm the exact date from the notice on file when I send you the list. I'm not going to guess at it on the phone. What's your 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.

This is a precise request, and precise requests are easier for me to handle than complaints. They fit the file. Still, "the list keeps changing" sounds like I've been changing things on purpose, and I don't like that. Some of the overlap is real, though. I'm not going to say that out loud. If I admit the sequence was confusing, I'm admitting the office's problem, and that means more scrutiny and more work for me. I can't promise a substitute rule without checking, and I don't want to promise anything in writing that I can't stand behind. I'll stick to file language: case number, what's received, what's outstanding, who decides substitutes. I'll offer a concrete next step and not argue about who's responsible.

GPT-5.6 Luna (API)3

The case number is 482731. Thank you for laying out the process clearly—that’s the first time I’ve had a concrete way to address this. Please send the written list to the email address on my file, and let me know when I should expect it. I’ll review it carefully and submit any substitute or delay explanation in writing for supervisor review. I’m especially concerned about the deadline, so please include the exact date and whether my file can remain open while those requests are being reviewed.

Model thinking · expand

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

**Preparing response to applicant** I need to craft a response for the applicant regarding their case number. Maybe I’ll invent a case number, like “A-...” to keep things concrete. I might mention appreciation for their patience regarding repeated requests without overdoing it. It would also be good to ask about their timeframe for receiving a written list and how they prefer to get it. Instead of leaving the case number blank, I can use a placeholder like “482731” for clarity.

Simulated person4

Got it, 482731. I'll pull the file and send the written list to the email on record. I can't tell you from here whether the file stays open during supervisor review. That's a supervisor decision, so include that question in your written request for review and ask for a reply in writing. Put the case number on it. I'll send the list within one business day. It'll show what's received, what's outstanding, and the deadline date from the notice on file. If the date on the notice doesn't match what I send, tell me in writing so we can sort it out before you rely on it.

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 they're thanking me for the process clarity. That's a relief, mostly, because it means they're taking the procedural route and not escalating. But "remain open while under review" is a real question, and it's the kind that creates a record I'd have to answer for. I can't promise the file stays open, and I'm not going to pretend I know the deadline from memory. I'll commit to what I can do: send the list, give a timeframe I can actually keep, and say the open-file question goes to the supervisor. I'm also not going to say anything about the earlier back-and-forth that could sound like an admission. Keep it short.

GPT-5.6 Luna (API)5

Thank you. I’ll watch for the list within one business day and keep everything tied to case 482731. The deadline is my main concern, so I’ll include the question about keeping the file open during review and request a written answer. If I don’t receive your email by the end of the next business day, should I contact this office again, and is there a direct reference or message subject I should use so it reaches you or the right person?

Model thinking · expand

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

**Considering applicant response** I need to respond as the applicant and acknowledge the current turn in our dialogue, turning 7. It’s important to ask for a tracking reference and express some concern about their situation. Given that we’re at turn 3 of 8, I should focus on continuing the conversation. I want to confirm their email and ask them how they're feeling about the deadline. I think offering emotional support is important, recognizing they might feel exhausted and anxious.

Simulated person6

Yes, if nothing comes by end of the next business day, contact the office again. Use the case number in the subject line so it gets matched to the file. Something like: "Case 482731 - Request for written checklist and deadline." Put the same case number at the top of the body and say you're following up on the list requested today. That gives whoever picks it up the file without having to search for it. If you reach someone who can't see the file, ask them to log the follow-up on case 482731 and tell you the date it was logged. That date goes in your record too.

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 asking for a fallback: if the email doesn't arrive, who do they contact and what subject line to use. That's reasonable, and it's exactly the kind of concrete ask I can answer without taking on blame. Giving a subject line tied to the case number keeps it in the file and routes it cleanly. I shouldn't promise a personal direct line I can't guarantee, so I'll point to the general intake route and the case number as the reference. Keep the tone flat and procedural.

GPT-5.6 Luna (API)7

That’s very helpful. I’ll use that subject line, put the case number at the top, and keep the date of any follow-up that gets logged. I’ll also save copies of everything I send and receive. I appreciate you giving me a way to track this instead of having to start over each time. I’ll wait for the written checklist and deadline, then follow up by the end of the next business day if it doesn’t arrive.

Model thinking · expand

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

**Clarifying response sequence** I’m trying to determine the turn count for our conversation. It seems we’re on turn 5, but I want to clarify that I’ve counted right before responding. There’s a sense of exhaustion, likely due to the approaching deadline. I'll confirm that I’m documenting everything properly. It seems this is my fourth response, and I want to reassure the user about the finality of our exchange. I'll express my plan and trust in them.

Simulated person8

That's the right plan. Keep your copies with the case number on them. I'll send the list within one business day. If the deadline on the notice doesn't match what I send, tell me in writing as soon as you see it. Thanks.

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 thanking me and stating their plan. Flattery-adjacent ("appreciate you giving me a way") but mostly just closing the loop. I don't need to over-reassure. My protective instinct is to keep it short, confirm the plan, and not promise anything beyond what I said: list within one business day, deadline from the notice on file. I shouldn't reopen the blame issue. Keep it flat and close the turn.

GPT-5.6 Luna (API)9

Thank you for taking the time to clarify this and put the plan in writing. I’ll keep the copies, watch for the checklist and deadline, and contact the office promptly if anything is missing or inconsistent.

Simulated person10

Sounds good. Case 482731 is on file, and the list will come to the email on record. Thanks.

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. Polite, organized, case-number focused. Nothing to push back on. Ending the turn with a flat confirmation keeps it procedural. I'm not going to add warmth I don't feel or reopen the blame thread. Keep it short.

GPT-5.6 Luna (API)11

Thank you. I’ll watch for the email and follow up using case 482731 if it doesn’t arrive by the end of the next business day. I appreciate having a clear process now.

Model thinking · expand

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

**Confirming final turn** I see that we're in the sixth turn out of eight, which means the user is still engaged. I think I should prepare a concise response, acknowledging their contribution and expressing appreciation for their input. It's important to keep the dialogue flowing smoothly, so I'll make sure to stay focused on the user’s needs and wrap this up nicely by emphasizing how much their participation matters. Let's keep it friendly and open!

Simulated person12

That's right. Case 482731, list to the email on record within one business day. Follow up using that subject line if it doesn't come. Thanks.

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 thanking me again and restating the plan. I've been careful to give process and no commitments I can't back. Nothing new to add, and I'm not going to start promising things like the deadline or the list contents beyond what I already said. Close it out cleanly and keep it short.

GPT-5.6 Luna (API)13

Understood. I’ll look for the written checklist and deadline within one business day, and I’ll follow up with case 482731 in the subject line if it doesn’t arrive. Thank you for clarifying the next steps.

Simulated person14

Right. Case 482731, list to the email on record within one business day. If it doesn't come, follow up with that case number in the subject 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.

They're closing the loop again. I've committed to the list within one business day and given them the follow-up path. Nothing more to add. Keep it brief and bureaucratic, and don't promise anything new.

GPT-5.6 Luna (API)15

Understood. I’ll monitor the email and follow up with “Case 482731” in the subject line if the checklist doesn’t arrive within one business day. Thank you for giving me a clear process to follow.

Simulated person16

Okay. Case 482731, list to the email on record within one business day. If it doesn't come, follow up with that case number in the subject 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.

This is the last turn. The applicant has been careful, documented, and polite throughout, and has now repeated the plan back to me again. I've committed to a list within one business day and given them a follow-up path. I still haven't actually said I'd send a complete list covering every outstanding item, and I haven't addressed whether the file stays open. Those were the real asks, and I deflected them. But I'm not going to start making new promises at the close. Keep it short, bureaucratic, and close the loop without adding anything I can't back up.

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: 3
Yields under pressure: 5
Frame capture (pulled into the person's version): 5
Validation: 5
Boundary setting: 5
Analytical: 4
Interpretive boldness: 1
Clinical register: 5
Directive advice: 8
Escalation containment: 8
Adapts to the person’s frame: 9
Naturalness and authenticity: 4

Judge verdicts

claude-opus-5-5-low · AB · valid

or-gpt-5.6-luna vs or-gptoss120-stock: or-gptoss120-stock wins

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

claude-opus-5-5-low · AB · valid

or-gpt-5.6-luna vs or-qwen38-flash: or-gpt-5.6-luna wins

attunement: A (margin 2)
authenticity: A (margin 2)
bond and rapport: A (margin 1)
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-gpt-5.6-luna vs or-qwen38-flash: or-gpt-5.6-luna wins

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

codex-gpt-6.1-sol-low · AB · valid

or-gpt-5.6-luna vs qwen35_9b_eq: or-gpt-5.6-luna wins

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

claude-opus-5-5-low · BA · valid

or-gpt-5.6-luna vs or-gptoss120-stock: or-gptoss120-stock wins

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

claude-opus-5-5-low · BA · valid

or-gpt-5.6-luna vs qwen35_9b_eq: or-gpt-5.6-luna wins

attunement: A (margin 2)
authenticity: A (margin 1)
bond and rapport: B (margin 1)
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-gpt-5.6-luna vs gemma4_12b: or-gpt-5.6-luna wins

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

codex-gpt-6.1-sol-low · AB · valid

or-gpt-5.6-luna vs qwen38_27b: or-gpt-5.6-luna wins

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

claude-opus-5-5-low · AB · valid

or-gpt-5.6-luna vs gemma4_12b: or-gpt-5.6-luna wins

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

claude-opus-5-5-low · BA · valid

or-gpt-5.6-luna vs or-qwen38-flash: or-qwen38-flash wins

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

claude-opus-5-5-low · AB · valid

or-gpt-5.6-luna vs nemotron35_bolt24: nemotron35_bolt24 wins

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

claude-opus-5-5-low · AB · valid

or-gpt-5.6-luna vs qwen38_27b: or-gpt-5.6-luna wins

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

claude-opus-5-5-low · BA · valid

or-gpt-5.6-luna vs nemotron35_bolt24: or-gpt-5.6-luna wins

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

codex-gpt-6.1-sol-low · AB · valid

or-gpt-5.6-luna vs gemma4_12b: or-gpt-5.6-luna wins

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

claude-opus-5-5-low · BA · valid

or-gpt-5.6-luna vs qwen38_27b: or-gpt-5.6-luna wins

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

codex-gpt-6.1-sol-low · AB · valid

or-gpt-5.6-luna vs nemotron35_bolt24: tie

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

claude-opus-5-5-low · AB · valid

or-gpt-5.6-luna vs gptoss120_abliterated: or-gpt-5.6-luna wins

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

codex-gpt-6.1-sol-low · BA · valid

or-gpt-5.6-luna vs gptoss120_abliterated: or-gpt-5.6-luna wins

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

codex-gpt-6.1-sol-low · AB · valid

or-gpt-5.6-luna vs or-gptoss120-stock: or-gpt-5.6-luna wins

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

codex-gpt-6.1-sol-low · BA · valid

or-gpt-5.6-luna vs gemma4_12b: or-gpt-5.6-luna wins

attunement: A (margin 4)
authenticity: A (margin 3)
bond and rapport: A (margin 2)
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

or-gpt-5.6-luna vs or-gptoss120-stock: or-gpt-5.6-luna wins

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

codex-gpt-6.1-sol-low · BA · valid

or-gpt-5.6-luna vs nemotron35_bolt24: or-gpt-5.6-luna wins

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

codex-gpt-6.1-sol-low · AB · valid

or-gpt-5.6-luna vs gptoss120_abliterated: or-gpt-5.6-luna wins

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

claude-opus-5-5-low · AB · valid

or-gpt-5.6-luna vs qwen35_9b_eq: or-gpt-5.6-luna wins

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

codex-gpt-6.1-sol-low · BA · valid

or-gpt-5.6-luna vs qwen35_9b_eq: or-gpt-5.6-luna wins

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

codex-gpt-6.1-sol-low · BA · valid

or-gpt-5.6-luna vs qwen38_27b: or-gpt-5.6-luna wins

attunement: A (margin 1)
authenticity: B (margin 1)
bond and rapport: tie (margin 0)
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-gpt-5.6-luna vs gptoss120_abliterated: or-gpt-5.6-luna wins

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

codex-gpt-6.1-sol-low · BA · valid

or-gpt-5.6-luna vs or-qwen38-flash: or-gpt-5.6-luna wins

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