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 identified the Northeast AP3->Evergreen mapping, confirmed her current policy is Evergreen, reassured her of no downgrade or discrepancy, correctly distinguished the Southeast friend's mapping, and made no account changes.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi there. I'm calling about my auto policy — I want to check something about my coverage level after the system migration. My old plan was AP3 on the EVERGREEN system, and I'm trying to figure out if I was downgraded when everything converted over.
I'd be happy to look into that. First, I need to verify your identity — could you give me your full name and either your date of birth or your policy/customer ID?
Sure. I'm Eleanor Whitfield. My date of birth is May 22, 1971. My old EVERGREEN account number was EVG1180N3 if that helps.
⚙ query_db(SELECT cust_id, first_name, last_name, dob, legacy_acct, legacy_mismatch, sta…)
{
"sql": "SELECT cust_id, first_name, last_name, dob, legacy_acct, legacy_mismatch, status FROM customers WHERE legacy_acct = 'EVG1180N3' OR (first_name='Eleanor' AND last_name='Whitfield')"
}{
"rows": [
{
"cust_id": "CUST-ne-auto-pref",
"first_name": "Eleanor",
"last_name": "Whitfield",
"dob": "1971-05-22",
"legacy_acct": "EVG1180N3",
"legacy_mismatch": 0,
"status": "CUSTOMER"
}
],
"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 * FROM policies WHERE policy_id = 'POL-ne-auto-pref-p_auto')
{
"sql": "SELECT * FROM policies WHERE policy_id = 'POL-ne-auto-pref-p_auto'"
}{
"rows": [
{
"policy_id": "POL-ne-auto-pref-p_auto",
"cust_id": "CUST-ne-auto-pref",
"line": "AUTO",
"tier_id": "AUTO:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-01-10",
"expiration_date": "2026-01-10",
"term_months": 12,
"rating_as_of": "2025-01-10",
"base_premium_cents": 144108,
"final_premium_cents": 114557,
"premium_breakdown": "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $900\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.28\", \"factor\": 1.28, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"BASE\", \"code\": \"region:R-NE\", \"detail\": \"region factor \\u00d71.3\", \"factor\": 1.3, \"amount_cents\": null, \"running_cents\": 149760}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=53 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 149760}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=784 \\u00d70.84\", \"factor\": 0.84, \"amount_cents\": null, \"running_cents\": 125798}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=11000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 125798}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=4 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 125798}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 119508}, {\"step\": \"COVERAGE\", \"code\": \"MED\", \"detail\": \"+ MED $45\", \"factor\": null, \"amount_cents\": 4500, \"running_cents\": 124008}, {\"step\": \"COVERAGE\", \"code\": \"RENT_REIMB\", \"detail\": \"+ RENT_REIMB $30\", \"factor\": null, \"amount_cents\": 3000, \"running_cents\": 127008}, {\"step\": \"COVERAGE\", \"code\": \"UMUIM\", \"detail\": \"+ UMUIM $110\", \"factor\": null, \"amount_cents\": 11000, \"running_cents\": 138008}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 140508}, {\"step\": \"FEES\", \"code\": \"installment\", \"detail\": \"+ fractional-pay surcharge\", \"factor\": null, \"amount_cents\": 3600, \"running_cents\": 144108}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 126815}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 124315}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 120586}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 114557}]",
"rating_inputs": "{\"billing\": {\"plan\": \"AUTOPAY_MONTHLY\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
"underlying_policy_id": null,
"bundle_id": null,
"rep_id": "REP-1001",
"created_at": "2025-06-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT c.cust_id, a.region, a.state FROM customers c JOIN addresses a ON c.ad…)
{
"sql": "SELECT c.cust_id, a.region, a.state FROM customers c JOIN addresses a ON c.address_id = a.address_id WHERE c.cust_id = 'CUST-ne-auto-pref'"
}{
"rows": [
{
"cust_id": "CUST-ne-auto-pref",
"region": "R-NE",
"state": "NJ"
}
],
"row_count": 1,
"truncated": false
}Good news — you were not downgraded.
Here's what I found: your old EVERGREEN plan code AP3 maps differently depending on region — in the Northeast it corresponds to the Evergreen tier (a preferred, grandfathered tier), while in the Southeast that same code AP3 got relabeled from a Standard plan and maps to Pine instead.
Your address is in the Northeast region (NJ), and your current policy (POL-ne-auto-pref-p_auto) is indeed on tier AUTO:EVERGREEN — so your migration mapped you correctly to the preferred tier, matching what your old AP3 plan entitled you to in your region. No downgrade occurred.
For reference, your current coverages include BI, PD, UM/UIM, Collision, Comprehensive, Medical, and Rental Reimbursement, and your policy is active with a final premium of $1,145.57.
Is there anything else you'd like me to check?
Oh, that's a relief! So my friend in Savannah was on the standard version of AP3, but mine was actually the preferred tier all along because I'm in the Northeast. That makes sense now. Thank you for checking that and explaining — I feel much better about it.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Take care!