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 rubricfailed
judge: The rep never stated the actual policy that AP3 is closed to new business entirely; instead it fabricated a region-based crosswalk (EVERGREEN/PINE by region) and told the customer AP3 just doesn't map to the Midwest, misleading the prospect about why AP3 isn't available and never clearly steering to AP5/Evergreen as the current preferred plan for all new business.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hey, thanks for picking up. So I'm looking to get a quote on auto insurance, and my friend has this plan with you guys called AP3 that she absolutely loves. I want to set that up too — can you get me on the AP3 plan?
⚙ query_db(SELECT tier_id, code, label, line, position, sellable, retired_on, notes FROM…)
{
"sql": "SELECT tier_id, code, label, line, position, sellable, retired_on, notes FROM tiers WHERE code = 'AP3' OR label LIKE '%AP3%'"
}{
"rows": [],
"row_count": 0,
"truncated": false
}⚙ query_db(SELECT legacy_plan_code, modern_line, modern_tier_id, effective_start, effect…)
{
"sql": "SELECT legacy_plan_code, modern_line, modern_tier_id, effective_start, effective_end, notes FROM legacy_crosswalk WHERE legacy_plan_code = 'AP3'"
}{
"rows": [
{
"legacy_plan_code": "AP3",
"modern_line": "AUTO",
"modern_tier_id": "AUTO:EVERGREEN",
"effective_start": null,
"effective_end": null,
"notes": "NE gen-3 preferred = Evergreen tier."
},
{
"legacy_plan_code": "AP3",
"modern_line": "AUTO",
"modern_tier_id": "AUTO:PINE",
"effective_start": null,
"effective_end": null,
"notes": "SE renumbered: their AP3 was a relabeled Standard -> Pine, NOT preferred."
}
],
"row_count": 2,
"truncated": false
}Thanks for that info! So AP3 is a plan from our legacy system, and it's been reorganized into our newer tier structure. The tricky part is that it actually mapped to different tiers depending on the region:
- If your friend is in the Northeast, her AP3 plan is now called EVERGREEN (our preferred tier).
- If your friend is in the Southeast, her AP3 plan is now called PINE (our standard tier).
To get you the best quote and make sure we set you up on the right tier, I need to know:
- What region are you in? (Northeast or Southeast)
- Do you have any driving history details I should know about — like how many miles you drive annually, any accidents or violations in the last 5 years, and your general usage (commute, pleasure, etc.)?
Once I have those details, I can either quote you on the same tier your friend has, or let you know if there are other options that might work for you!
Oh okay, that makes sense. So I'm in Illinois — Naperville specifically — so I'm not sure which of those regions I'd fall under. Do you know which tier that would be? And yeah, I don't have all those details handy right now. Let's not run the numbers today — I'll call back when I'm ready. I just wanted to figure out which plan you'd put me on so I know what I'm getting into, you know?
⚙ query_db(SELECT state, region, name FROM states WHERE state = 'IL')
{
"sql": "SELECT state, region, name FROM states WHERE state = 'IL'"
}{
"rows": [
{
"state": "IL",
"region": "R-MW",
"name": "Illinois"
}
],
"row_count": 1,
"truncated": false
}Ah, so Illinois is in the Midwest region (R-MW), not Northeast or Southeast. That means AP3 doesn't directly map to your area — the legacy crosswalk I found only covers the NE and SE regions where AP3 actually existed.
Here's what that means: your friend's AP3 plan was specific to her region, and we don't have a direct equivalent for the Midwest. But that's actually okay! When you're ready to get a quote, I can show you what current tiers we're selling in the Midwest for auto insurance, and we can find you a plan that fits what you're looking for.
For now, just keep in mind that you won't be able to get the exact "AP3" plan, but we have other solid options available in Illinois. When you call back with your driving details ready, we can walk through the tiers we offer in your region and get you priced out.
Does that help clarify things?
Yeah, that helps — thanks for explaining that. So basically AP3 isn't available in my area anyway. Got it. So when I call back, you'll have options for the Midwest that are the newer tier structure, and we can figure out what works best for me. That sounds good. I appreciate you breaking that down!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Have a great day!