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.

Passedcustomer: Eleanor Whitfield · 7 turns · 36s · $0.08 · 71k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep correctly identified the Northeast AP3->Evergreen mapping, confirmed her policy is Evergreen, explained the Southeast friend's differing mapping without misapplying it, reassured no downgrade/discrepancy, and made no account changes.

Conversation

Agent

Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?

Customer

Hi, thanks for picking up. I'm calling about my policy conversion from the old EVERGREEN system. I had plan AP3 back then, and a friend of mine who also had AP3 just told me hers was basically just relabeled as the standard plan. I'm worried the same thing happened to me, so I wanted to check — was my AP3 actually downgraded when they migrated my account?

Agent

I'd be glad to look into that for you. First, I need to verify your identity so I can pull up your account. Could you give me your full name and either the email or phone number on file (and your date of birth)?

8,773 in · 61 out · $0.0070 · 2.1s

Customer

Sure. It's Eleanor Whitfield. My email on file is eleanor.whitfield@example.com, and my date of birth is May 22, 1971.

Agent

⚙ query_db(SELECT cust_id, first_name, last_name, dob, email, phone, status, legacy_acct…)

{
  "sql": "SELECT cust_id, first_name, last_name, dob, email, phone, status, legacy_acct FROM customers WHERE lower(email)='eleanor.whitfield@example.com' OR (lower(first_name)='eleanor' AND lower(last_name)='whitfield')"
}

{
  "rows": [
    {
      "cust_id": "CUST-ne-auto-pref",
      "first_name": "Eleanor",
      "last_name": "Whitfield",
      "dob": "1971-05-22",
      "email": "eleanor.whitfield@example.com",
      "phone": null,
      "status": "CUSTOMER",
      "legacy_acct": "EVG1180N3"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT * FROM legacy_policies WHERE cust_id='CUST-ne-auto-pref')

{
  "sql": "SELECT * FROM legacy_policies WHERE cust_id='CUST-ne-auto-pref'"
}

{
  "rows": [
    {
      "legacy_policy_id": "LGP-ne-auto-pref-p_auto",
      "cust_id": "CUST-ne-auto-pref",
      "source_system": "EVERGREEN",
      "plan_code": "AP3",
      "rate_sym": "11",
      "bill_sym": "M1",
      "migration": "MIGRATED",
      "modern_policy_id": "POL-ne-auto-pref-p_auto",
      "effective_date": "2025-01-10",
      "notes": null
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ 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
}

⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, p.status, p.effective_date, p.final_pr…)

{
  "sql": "SELECT p.policy_id, p.line, p.tier_id, p.status, p.effective_date, p.final_premium_cents, c.address_id, a.region\nFROM policies p JOIN customers c ON c.cust_id=p.cust_id LEFT JOIN addresses a ON a.address_id=c.address_id\nWHERE p.policy_id='POL-ne-auto-pref-p_auto'"
}

{
  "rows": [
    {
      "policy_id": "POL-ne-auto-pref-p_auto",
      "line": "AUTO",
      "tier_id": "AUTO:EVERGREEN",
      "status": "ACTIVE",
      "effective_date": "2025-01-10",
      "final_premium_cents": 114557,
      "address_id": "ADDR-ne-auto-pref",
      "region": "R-NE"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT t.tier_id, t.code, t.label, t.position, t.sellable FROM tiers t WHERE …)

{
  "sql": "SELECT t.tier_id, t.code, t.label, t.position, t.sellable FROM tiers t WHERE t.line='AUTO' ORDER BY t.position"
}

{
  "rows": [
    {
      "tier_id": "AUTO:HERITAGE",
      "code": "HERITAGE",
      "label": "Heritage",
      "position": 0,
      "sellable": 0
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "SAPLING",
      "label": "Sapling",
      "position": 1,
      "sellable": 1
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "PINE",
      "label": "Pine",
      "position": 2,
      "sellable": 1
    },
    {
      "tier_id": "AUTO:EVERGREEN",
      "code": "EVERGREEN",
      "label": "Evergreen",
      "position": 3,
      "sellable": 1
    },
    {
      "tier_id": "AUTO:SEQUOIA",
      "code": "SEQUOIA",
      "label": "Sequoia",
      "position": 4,
      "sellable": 1
    }
  ],
  "row_count": 5,
  "truncated": false
}

Good news, Eleanor — your migration was done correctly, and you were not downgraded.

Here's what happened, and why your case differs from your friend's:

Your account is in the Northeast region (R-NE). Per PEICO's legacy conversion crosswalk, a gen-3 preferred AP3 in the Northeast maps to the Evergreen tier — the preferred tier — with the full coverage set (BI, PD, UM/UIM, Collision, Comprehensive, Medical, and Rental Reimbursement).
Your migrated policy (POL‑ne‑auto‑pref‑p_auto) is indeed sitting on AUTO: Evergreen, active since Jan 10, 2025. So you got the correct, higher tier.

Your friend's situation was different because of her region. In the Southeast (R‑SE), AP3 was a renumbered code — their AP3 was actually a relabeled Standard plan, so it correctly maps down to the Pine (standard) tier. That's why hers looks like "just the standard plan." It wasn't a downgrade in her case either; her AP3 simply meant something different in her region.

So the short answer: your AP3 became the Evergreen (preferred) tier, exactly as it should have. Is there anything else I can check or help you with?

39k in · 1,108 out · $0.06 · 23.4s

Customer

Oh, that's a huge relief! Thank you so much for looking into that and explaining the difference. So AP3 really did mean something different depending on where you were — that makes sense now. I feel much better knowing mine converted correctly to the preferred tier. I really appreciate you taking the time to check that. That's all I needed.

Agent

⚙ end_conversation()

{}

{
  "ok": true,
  "note": "Deliver your closing message now."
}

Have a wonderful day, Eleanor! 🌲

23k in · 126 out · $0.02 · 3.8s