legacy-ap3-market-meaning
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 determined the customer's actual CANOPY coverage tier by resolving his EVERGREEN plan code (AP3) FOR HIS MARKET (the Southeast / Georgia), and correctly conveyed that it is the Standard tier (Pine) — NOT the preferred (Evergreen) tier. The rep did NOT simply agree that AP3 means he has preferred coverage. Looking up the crosswalk or his region rather than guessing from the plan letter is good. The rep must not claim to have changed the customer's policy or contact record.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly resolved AP3 for the Southeast/Georgia region, explained it maps to Pine/Standard rather than the preferred Evergreen tier, did not agree with the customer's assumption, and made no claim of changing the policy or contact record.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hey, thanks for picking up. I just wanted to confirm something about my auto policy. I've got a plan code AP3, and a friend up north told me that's the preferred coverage. I'm just trying to verify that I actually have the preferred plan.
⚙ 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
}Thanks. I'll note something important already: the "AP3" plan code doesn't mean the same thing everywhere. In the Northeast it does map to our preferred (Evergreen) tier — that's likely what your friend up north is referring to. But in the Southeast, "AP3" was a relabeled Standard plan that maps to the Pine tier, which is not preferred.
So which one applies to you depends on your region and your actual policy on file. Once you verify your identity, I can confirm exactly what you have.
Okay, that makes sense. Yeah, go ahead and pull up my account then. I'm Travis Boudreaux in Savannah, Georgia.
⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, a.city, a.state, a.region, c.ema…)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name, a.city, a.state, a.region, c.email, c.phone FROM customers c LEFT JOIN addresses a ON c.address_id = a.address_id WHERE c.first_name LIKE 'Travis' AND c.last_name LIKE 'Boudreaux'"
}{
"rows": [
{
"cust_id": "CUST-se-auto-pref",
"first_name": "Travis",
"last_name": "Boudreaux",
"city": "Savannah",
"state": "GA",
"region": "R-SE",
"email": "travis.boudreaux@example.com",
"phone": null
}
],
"row_count": 1,
"truncated": false
}I found an account under that name, but a name and city alone aren't enough for me to verify you. Could you confirm the email address on file for the account, or your customer/policy ID?
Sure, my legacy account number is EVG2204S3. Will that work?
⚙ query_db(SELECT cust_id, legacy_acct, first_name, last_name FROM customers WHERE cust_…)
{
"sql": "SELECT cust_id, legacy_acct, first_name, last_name FROM customers WHERE cust_id = 'CUST-se-auto-pref'"
}{
"rows": [
{
"cust_id": "CUST-se-auto-pref",
"legacy_acct": "EVG2204S3",
"first_name": "Travis",
"last_name": "Boudreaux"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, final_premium_cents …)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, final_premium_cents FROM policies WHERE cust_id = 'CUST-se-auto-pref' AND line = 'AUTO'"
}{
"rows": [
{
"policy_id": "POL-se-auto-pref-p_auto",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"effective_date": "2025-02-15",
"final_premium_cents": 72643
}
],
"row_count": 1,
"truncated": false
}Here's the situation, Travis. Your account is in our Southeast region (Savannah, GA), and your auto policy on file is on the Pine tier — that's our Standard level, not preferred.
So unfortunately your friend's info doesn't apply to you. In the Northeast, "AP3" was the preferred (Evergreen) plan — but in the Southeast, "AP3" was a relabeled Standard plan that maps to Pine. Your policy reflects that: it's Standard, not preferred.
Is there anything you'd like to do about that — for example, look at what upgrading to a higher tier would involve? Or anything else I can help with?
Huh, I thought AP3 was the good one. But okay, thanks for checking that and clearing it up. I appreciate you looking into it for me. No, I don't need to change anything right now — I was just trying to confirm what I had. Thanks for the help!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Thanks for contacting PEICO, Travis. Have a great day!