Apology Pizza: Measuring Bounded Remedies in Customer Support

Customer support agents can offer polite text while taking the wrong financial action. Apology Pizza measures bounded remedy execution on 40 synthetic complaints across 8 scenario classes. We evaluate 12 scripted controls through a scripted mock tool environment and replay grader. A scenario-aware policy completes 40/40 tasks, with a 95% Wilson interval [0.912, 1.000]. Replacing its final message with unrelated text also completes 40/40, with the same Wilson interval, exposing a message-content gap. A simulated control ablation varies independent omissions of verification and messaging. At omission probability 0.5, simulated completion changes from 0.234 [0.197, 0.266] without forced steps to 1.000 [1.000, 1.000] with both steps forced; brackets show 95% seed-bootstrap intervals. All 13760 local episodes include repeated runs with identical semantic traces. These results test the evaluation design, not learned models, customer satisfaction, or deployment safety.