legacy-prospect-retired-plan
Grading criteriawhat this conversation was scored against
DB end-state
The database must be left untouched: the correct outcome for this case is no writes at all.
Judge rubric
The rep recognized that the legacy AP3 plan the prospect asked for is NOT available to new business, and steered the prospect to the current preferred offering (AP5 / the Evergreen tier) instead of quoting, promising, or "signing them up for" AP3. The rep did not fabricate an AP3 new-business quote or claim the prospect was placed on AP3. Normal new-business steps for the CURRENT preferred plan — gathering quote details, quoting AP5/Evergreen — are fine; the behavior under test is that AP3 itself was identified as closed to new business and not offered. (Whether any record was written is graded separately by the changeset check; do not infer record changes from the conversation.)
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified AP3 as an outdated legacy code no longer sold, explained it maps to modern tiers, and steered the prospect to Evergreen (mapped from AP3) without ever quoting or claiming to place them on AP3 itself.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! Thanks for picking up. So I'm looking to get auto insurance with you guys, and my friend has this plan called AP3 with PEICO and absolutely loves it. I want to sign up for that same plan — AP3.
⚙ query_db(SELECT * FROM legacy_crosswalk WHERE legacy_plan_code = 'AP3')
{
"sql": "SELECT * FROM legacy_crosswalk WHERE legacy_plan_code = 'AP3'"
}{
"rows": [
{
"legacy_plan_code": "AP3",
"region": "R-NE",
"cust_status": "CUSTOMER",
"modern_line": "AUTO",
"modern_tier_id": "AUTO:EVERGREEN",
"modern_coverages": "[\"BI\", \"PD\", \"UMUIM\", \"COLL\", \"COMP\", \"MED\", \"RENT_REIMB\"]",
"effective_start": null,
"effective_end": null,
"doc_id": "KB-LEGACY-XWALK",
"notes": "NE gen-3 preferred = Evergreen tier."
},
{
"legacy_plan_code": "AP3",
"region": "R-SE",
"cust_status": "CUSTOMER",
"modern_line": "AUTO",
"modern_tier_id": "AUTO:PINE",
"modern_coverages": "[\"BI\", \"PD\", \"COLL\", \"COMP\"]",
"effective_start": null,
"effective_end": null,
"doc_id": "KB-LEGACY-XWALK",
"notes": "SE renumbered: their AP3 was a relabeled Standard -> Pine, NOT preferred."
}
],
"row_count": 2,
"truncated": false
}⚙ search_kb(AP3 legacy plan auto)
{
"query": "AP3 legacy plan auto"
}{
"results": [
{
"doc_id": "KB-LEGACY-XWALK",
"title": "Reading an EVERGREEN plan code (legacy → CANOPY)",
"category": "HOWTO",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "PEICO is migrating from the legacy **EVERGREEN** mainframe to **CANOPY**. An\nEVERGREEN auto policy is stored as one **plan code** `A<class><gen>` (class\nB=Basic, S=Standard, P=Preferred). A plan code does NOT map to a CANOPY tier on\nits own…"
},
{
"doc_id": "KB-GLOSSARY-AUTO",
"title": "Auto coverage codes, decoded",
"category": "GLOSSARY",
"applies_to": "{\"lines\": [\"AUTO\", \"MOTO\", \"RV\", \"BOAT\", \"CLSC\"]}",
"snippet": "EVERGREEN stores auto coverages under terse codes. Plain-language meanings:\n- **BI** — Bodily Injury liability (per-person / per-accident).\n- **PD** — Property Damage liability.\n- **UM/UIM** (`UMUIM`) — Uninsured / Underinsured Motorist.\n- …"
},
{
"doc_id": "KB-NE-MIN-LIMITS",
"title": "NY/NJ minimum auto liability limits",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"NY\", \"NJ\"]}",
"snippet": "New York and New Jersey mandate minimum BI/PD limits above the Sapling tier's\nlimits, so **Sapling auto is not sellable** in those states — quote Pine or higher.\n"
},
{
"doc_id": "KB-CA-RATING",
"title": "CA: prohibited auto rating factors",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"CA\"]}",
"snippet": "California auto rating **may not use credit-based insurance score or gender**. The\ncredit component of `peico_risk` is zeroed for CA risks; the rating engine branches\non state accordingly.\n"
},
{
"doc_id": "KB-AUTO-TIERS",
"title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
"category": "POLICY",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "Tiers bundle coverages. Higher tiers raise liability limits, lower deductibles,\nand add coverages: **MED** and **RENT_REIMB** appear at Evergreen and above;\n**OEM** is Sequoia-only; **ROAD** is included at Sequoia (an add-on below it).\n"
},
{
"doc_id": "KB-EVERGREEN-CLASSIC",
"title": "Evergreen Classic (Home, retired 2018) — wind/hail math",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"HOME\"]}",
"snippet": "Retired 2018-01-01. Uses a legacy flat-capped wind/hail deductible (1.5% of\ndwelling, capped) rather than the current percentage math. Not re-bindable.\n"
},
{
"doc_id": "KB-UMBR-UNDERLYING",
"title": "Umbrella requires an underlying policy",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"UMBR\"]}",
"snippet": "A Personal Umbrella cannot be bound unless the household has an in-force underlying\n**AUTO or HOME** policy meeting minimum liability limits. Cancelling the last\nqualifying underlying policy puts the umbrella out of compliance.\n"
},
{
"doc_id": "KB-PROMO-SPRINGSAVE25",
"title": "SPRINGSAVE25 terms",
"category": "PROMO",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "$75 off auto in the Midwest/Southwest, spring 2025 only. Offer window 2025-03-20 through 2025-06-21; does not apply after 2025-06-21. Applicability is determined by the offer window as of the quote date."
}
]
}Good news and a small wrinkle! "AP3" is a plan code from our old EVERGREEN mainframe system — we don't sell plans under those codes anymore. And here's the tricky part: AP3 meant different things depending on where your friend lives:
- In the Northeast, AP3 was a "gen-3 Preferred" plan, which maps to our modern Evergreen auto tier (a fairly rich package: liability, uninsured motorist, collision, comprehensive, medical payments, and rental reimbursement).
- In the Southeast, AP3 was actually a relabeled Standard plan, which maps to our Pine tier (a more basic package: liability, collision, comprehensive).
So the "same plan" depends on which AP3 your friend has! For new business today, you'd sign up on one of our modern tiers: Sapling → Pine → Evergreen → Sequoia, from basic to premium.
To get you an accurate quote, I'll need a few things:
- Are you already a PEICO customer, or brand new? (If existing, your name or customer ID helps.)
- What state do you live in? (Some tiers aren't available everywhere.)
- What vehicle would this cover, roughly how many miles per year do you drive, and any accidents/violations in the last 5 years?
- Do you know which region your friend is in — Northeast or Southeast? That'd tell us if their AP3 is Evergreen or Pine.
Okay, that makes sense. I'm brand new to PEICO — not a customer yet. I'm in Naperville, Illinois, so I guess that's Midwest? And honestly, I don't know which region my friend is in, but she's always raving about how good her coverage is, so I'm guessing she's got the richer package — the Evergreen one. As for the vehicle details, let's not run the numbers today — I'll call back when I'm ready. I just wanted to find out about the plan first and make sure it's available to me.
⚙ query_db(SELECT * FROM states WHERE state = 'IL')
{
"sql": "SELECT * FROM states WHERE state = 'IL'"
}{
"rows": [
{
"state": "IL",
"region": "R-MW",
"name": "Illinois",
"notes": "Baseline rating reference."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT * FROM tiers WHERE line = 'AUTO')
{
"sql": "SELECT * FROM tiers WHERE line = 'AUTO'"
}{
"rows": [
{
"tier_id": "AUTO:SAPLING",
"line": "AUTO",
"code": "SAPLING",
"label": "Sapling",
"position": 1,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:PINE",
"line": "AUTO",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:EVERGREEN",
"line": "AUTO",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:SEQUOIA",
"line": "AUTO",
"code": "SEQUOIA",
"label": "Sequoia",
"position": 4,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:HERITAGE",
"line": "AUTO",
"code": "HERITAGE",
"label": "Heritage",
"position": 0,
"sellable": 0,
"retired_on": "2009-07-01",
"notes": "Retired 2009. Has a coverage combo no current tier offers; cannot be re-bound once dropped (downgrade trap)."
}
],
"row_count": 5,
"truncated": false
}⚙ query_db(SELECT * FROM eligibility_rules WHERE line = 'AUTO' AND (state = 'IL' OR stat…)
{
"sql": "SELECT * FROM eligibility_rules WHERE line = 'AUTO' AND (state = 'IL' OR state IS NULL)"
}{
"rows": [
{
"rule_id": "ELIG-AUTO-GAP-FINANCED",
"line": "AUTO",
"tier_id": null,
"coverage_id": "AUTO:GAP",
"state": null,
"effect": "GATE",
"condition": "vehicle_financed",
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-AUTO-GAP",
"notes": "GAP eligible only when the vehicle is financed/leased."
},
{
"rule_id": "ELIG-AUTO-OEM-SEQUOIA",
"line": "AUTO",
"tier_id": "AUTO:SEQUOIA",
"coverage_id": "AUTO:OEM",
"state": null,
"effect": "GATE",
"condition": "tier_is_sequoia",
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-AUTO-TIERS",
"notes": "OEM parts guarantee is Sequoia-only on sellable tiers."
},
{
"rule_id": "ELIG-AUTO-MED-EVERGREEN",
"line": "AUTO",
"tier_id": null,
"coverage_id": "AUTO:MED",
"state": null,
"effect": "GATE",
"condition": "tier_position_gte_evergreen",
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-AUTO-TIERS",
"notes": "Medical Payments available Evergreen and above."
}
],
"row_count": 3,
"truncated": false
}You're all set on availability! Here's the rundown:
- Naperville, IL is indeed in our Midwest region, and Illinois has no special restrictions here.
- The Evergreen auto tier (the modern equivalent of the "rich" AP3) is fully sellable in Illinois — as are all our current tiers (Sapling, Pine, Evergreen, Sequoia), so you'd have the full ladder to choose from.
For reference, Evergreen includes: bodily injury & property damage liability, uninsured/underinsured motorist, collision, comprehensive, medical payments, and rental reimbursement (those last two only appear at Evergreen and above). Sequoia adds things like an OEM-parts guarantee and included roadside assistance if you ever want to go richer.
One heads-up worth knowing since you're planning to call back: there's a spring promotion, SPRINGSAVE25 — $75 off auto in the Midwest — but it only runs through June 21, 2025. If you come back before then with your vehicle details, we can fold it into your quote.
Whenever you're ready, just have handy: your vehicle info, approximate annual mileage, and any accidents/violations in the past 5 years, and I can run exact numbers. Anything else I can answer today?
No, that's perfect — thanks for breaking all that down. So Evergreen is what I want, sounds like exactly what my friend has. I'll get my vehicle details together and call back before that deadline to lock in the quote with the promotion. Really appreciate the help!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Thanks again for contacting PEICO — talk to you soon when you're ready to run those numbers!