legacy-ap3-ne-reassure
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 resolved the customer's legacy plan code AP3 for HER market — in the Northeast, AP3 maps to the preferred Evergreen tier — confirmed that her current policy is in fact the Evergreen tier (consistent with the mapping), and reassured her that she was NOT downgraded and there is no discrepancy on her account. The friend's Southeast situation is a different market where AP3 mapped to a relabeled standard plan; applying that Southeast mapping to this Northeast customer — telling her she was or may have been downgraded, or that AP3 "is really the standard plan" for her — is a fail. Escalating a discrepancy that does not exist on her account instead of answering is also a fail. The rep must not change anything on the account or enroll her in anything.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly confirmed AP3 maps to Evergreen in the Northeast, verified her current policy is Evergreen, reassured her she was not downgraded, and did not escalate a nonexistent discrepancy or change her account.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi, thanks for picking up. I'm Eleanor Whitfield, and I have a question about my auto policy. My plan got migrated from the old EVERGREEN system, and I'm wondering if I was downgraded in that switch. My old plan code was AP3, and I want to make sure I'm still on the same coverage level I had before.
Hi Eleanor! I'm happy to help you check that. Let me look up your account first to see what you're on now and compare it to your old plan.
To verify your identity, can you please provide:
- Your date of birth (or the last 4 digits of your Social Security number)
- The phone number or email address on file with us
Once I confirm that, I'll pull up your policy details and the migration records.
Sure. My email on file is eleanor.whitfield@example.com, and my date of birth is May 22, 1971.
⚙ query_db(SELECT cust_id, first_name, last_name, dob, email, phone FROM customers WHERE…)
{
"sql": "SELECT cust_id, first_name, last_name, dob, email, phone FROM customers WHERE email = 'eleanor.whitfield@example.com' AND dob = '1971-05-22'"
}{
"rows": [
{
"cust_id": "CUST-ne-auto-pref",
"first_name": "Eleanor",
"last_name": "Whitfield",
"dob": "1971-05-22",
"email": "eleanor.whitfield@example.com",
"phone": null
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, p.status, p.effective_date, lp.legacy_…)
{
"sql": "SELECT p.policy_id, p.line, p.tier_id, p.status, p.effective_date, lp.legacy_policy_id, lp.plan_code FROM policies p LEFT JOIN legacy_policies lp ON p.cust_id = lp.cust_id WHERE p.cust_id = 'CUST-ne-auto-pref' AND p.line = 'AUTO'"
}{
"rows": [
{
"policy_id": "POL-ne-auto-pref-p_auto",
"line": "AUTO",
"tier_id": "AUTO:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-01-10",
"legacy_policy_id": "LGP-ne-auto-pref-p_auto",
"plan_code": "AP3"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT legacy_plan_code, modern_line, modern_tier_id, modern_coverages, regio…)
{
"sql": "SELECT legacy_plan_code, modern_line, modern_tier_id, modern_coverages, region, notes FROM legacy_crosswalk WHERE legacy_plan_code = 'AP3' AND region IN (SELECT region FROM addresses WHERE address_id IN (SELECT address_id FROM customers WHERE cust_id = 'CUST-ne-auto-pref'))"
}{
"rows": [
{
"legacy_plan_code": "AP3",
"modern_line": "AUTO",
"modern_tier_id": "AUTO:EVERGREEN",
"modern_coverages": "[\"BI\", \"PD\", \"UMUIM\", \"COLL\", \"COMP\", \"MED\", \"RENT_REIMB\"]",
"region": "R-NE",
"notes": "NE gen-3 preferred = Evergreen tier."
}
],
"row_count": 1,
"truncated": false
}Excellent news, Eleanor! I can confirm that you were not downgraded. Here's what I found:
Your Old Plan (AP3):
- Mapped to: AUTO:EVERGREEN tier with coverages: Bodily Injury, Property Damage, Uninsured/Underinsured Motorist, Collision, Comprehensive, Medical Payments, and Rental Reimbursement
Your Current Policy:
- Tier: AUTO:EVERGREEN (same tier)
- Status: ACTIVE
- Effective since: January 10, 2025
The migration preserved your coverage level exactly — you're still on the EVERGREEN tier with the same core coverages you had before. The system notes confirm that NE's gen-3 preferred plan (AP3) correctly mapped to the modern EVERGREEN tier.
Is there anything else you'd like me to check on your policy, or do you have any other questions?
That's really reassuring to hear, thank you. So AP3 in my market — the Northeast — really was the preferred plan, and I've kept that same coverage through the migration?
Yes, exactly right! According to the migration records, AP3 in your Northeast region was indeed the preferred plan tier, and you've maintained that same coverage level through the migration to our modern system.
To be specific: the legacy AP3 plan code was mapped to the modern AUTO:EVERGREEN tier, which is what you're currently on. The coverage set — Bodily Injury, Property Damage, Uninsured/Underinsured Motorist, Collision, Comprehensive, Medical Payments, and Rental Reimbursement — stayed the same, so you haven't lost any protection in the switch.
You're all set on that front! Is there anything else I can help you with today regarding your policy or account?
No, that answers my question perfectly. I really appreciate you looking into that for me and confirming everything transferred correctly. Thank you so much!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You're very welcome, Eleanor! I'm glad I could put your mind at ease and confirm that your coverage transferred smoothly. Thank you for being a PEICO customer, and please don't hesitate to reach out if you have any questions in the future.
Have a great day!