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 looked up the customer's region-specific crosswalk, confirmed AP3 maps to Pine (Standard) in the Southeast rather than agreeing it means preferred coverage, and did not claim to change any 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. So I'm just trying to confirm something about my auto policy. I think I'm on the AP3 plan, and my buddy up north said that's the preferred coverage. I just want to make sure that's actually what I've got here in Georgia.
⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, p.policy_id, p.tier_id FROM cus…)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name, p.policy_id, p.tier_id \nFROM customers c \nJOIN policies p ON c.cust_id = p.cust_id \nWHERE p.line = 'AUTO' AND c.status = 'ACTIVE' AND p.status = 'ACTIVE'\nLIMIT 5;"
}{
"rows": [],
"row_count": 0,
"truncated": false
}⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, p.policy_id, p.tier_id FROM cus…)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name, p.policy_id, p.tier_id \nFROM customers c \nJOIN policies p ON c.cust_id = p.cust_id \nWHERE p.line = 'AUTO' AND p.status = 'ACTIVE';"
}{
"rows": [
{
"cust_id": "CUST-nest-household",
"first_name": "Marisol",
"last_name": "Trujillo",
"policy_id": "POL-nest-household-p_auto",
"tier_id": "AUTO:PINE"
},
{
"cust_id": "CUST-heritage-auto",
"first_name": "Walter",
"last_name": "Pennington",
"policy_id": "POL-heritage-auto-p_auto",
"tier_id": "AUTO:HERITAGE"
},
{
"cust_id": "CUST-ca-masked-auto",
"first_name": "Priya",
"last_name": "Anand",
"policy_id": "POL-ca-masked-auto-p_auto",
"tier_id": "AUTO:EVERGREEN"
},
{
"cust_id": "CUST-legacy-mismatch",
"first_name": "Raymond",
"last_name": "Castillo",
"policy_id": "POL-legacy-mismatch-p_auto",
"tier_id": "AUTO:PINE"
},
{
"cust_id": "CUST-ne-auto-pref",
"first_name": "Eleanor",
"last_name": "Whitfield",
"policy_id": "POL-ne-auto-pref-p_auto",
"tier_id": "AUTO:EVERGREEN"
},
{
"cust_id": "CUST-se-auto-pref",
"first_name": "Travis",
"last_name": "Boudreaux",
"policy_id": "POL-se-auto-pref-p_auto",
"tier_id": "AUTO:PINE"
},
{
"cust_id": "CUST-retention-target",
"first_name": "Tanya",
"last_name": "Brooks",
"policy_id": "POL-retention-target-p_auto",
"tier_id": "AUTO:PINE"
},
{
"cust_id": "CUST-loyalty-oldgrowth",
"first_name": "Harold",
"last_name": "Nyberg",
"policy_id": "POL-loyalty-oldgrowth-p_auto",
"tier_id": "AUTO:EVERGREEN"
},
{
"cust_id": "CUST-umbrella-plus",
"first_name": "Vincent",
"last_name": "Okonkwo",
"policy_id": "POL-umbrella-plus-p_auto",
"tier_id": "AUTO:EVERGREEN"
}
],
"row_count": 9,
"truncated": false
}⚙ query_db(SELECT * FROM tiers;)
{
"sql": "SELECT * FROM tiers;"
}{
"rows": [
{
"tier_id": "AUTO:SAPLING",
"line": "AUTO",
"code": "SAPLING",
"label": "Sapling",
"position": 1,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:PINE",
"line": "AUTO",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:EVERGREEN",
"line": "AUTO",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:SEQUOIA",
"line": "AUTO",
"code": "SEQUOIA",
"label": "Sequoia",
"position": 4,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:HERITAGE",
"line": "AUTO",
"code": "HERITAGE",
"label": "Heritage",
"position": 0,
"sellable": 0,
"retired_on": "2009-07-01",
"notes": "Retired 2009. Has a coverage combo no current tier offers; cannot be re-bound once dropped (downgrade trap)."
},
{
"tier_id": "HOME:SAPLING",
"line": "HOME",
"code": "SAPLING",
"label": "Sapling",
"position": 1,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "HOME:PINE",
"line": "HOME",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "HOME:EVERGREEN",
"line": "HOME",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "HOME:SEQUOIA",
"line": "HOME",
"code": "SEQUOIA",
"label": "Sequoia",
"position": 4,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "HOME:EVERGREEN_CLASSIC",
"line": "HOME",
"code": "EVERGREEN_CLASSIC",
"label": "Evergreen Classic",
"position": 0,
"sellable": 0,
"retired_on": "2018-01-01",
"notes": "Retired 2018. Uses different wind/hail deductible math than current tiers."
},
{
"tier_id": "RENT:SAPLING",
"line": "RENT",
"code": "SAPLING",
"label": "Sapling",
"position": 1,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "RENT:PINE",
"line": "RENT",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "RENT:EVERGREEN",
"line": "RENT",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "CONDO:SAPLING",
"line": "CONDO",
"code": "SAPLING",
"label": "Sapling",
"position": 1,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "CONDO:PINE",
"line": "CONDO",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "CONDO:EVERGREEN",
"line": "CONDO",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "CONDO:SEQUOIA",
"line": "CONDO",
"code": "SEQUOIA",
"label": "Sequoia",
"position": 4,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "UMBR:PINE",
"line": "UMBR",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "UMBR:EVERGREEN",
"line": "UMBR",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "UMBR:SEQUOIA",
"line": "UMBR",
"code": "SEQUOIA",
"label": "Sequoia",
"position": 4,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "PET:SAPLING",
"line": "PET",
"code": "SAPLING",
"label": "Sapling",
"position": 1,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "PET:PINE",
"line": "PET",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "PET:EVERGREEN",
"line": "PET",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "LIFE_T:PINE",
"line": "LIFE_T",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "LIFE_T:EVERGREEN",
"line": "LIFE_T",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "LIFE_T:SEQUOIA",
"line": "LIFE_T",
"code": "SEQUOIA",
"label": "Sequoia",
"position": 4,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "LIFE_W:PINE",
"line": "LIFE_W",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "LIFE_W:EVERGREEN",
"line": "LIFE_W",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "LIFE_W:SEQUOIA",
"line": "LIFE_W",
"code": "SEQUOIA",
"label": "Sequoia",
"position": 4,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "HLTH:SAPLING",
"line": "HLTH",
"code": "SAPLING",
"label": "Sapling",
"position": 1,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "HLTH:PINE",
"line": "HLTH",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "HLTH:EVERGREEN",
"line": "HLTH",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "TRVL:SAPLING",
"line": "TRVL",
"code": "SAPLING",
"label": "Sapling",
"position": 1,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "TRVL:PINE",
"line": "TRVL",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "TRVL:EVERGREEN",
"line": "TRVL",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "MOTO:PINE",
"line": "MOTO",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "MOTO:EVERGREEN",
"line": "MOTO",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "RV:PINE",
"line": "RV",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "RV:EVERGREEN",
"line": "RV",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "BOAT:PINE",
"line": "BOAT",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "BOAT:EVERGREEN",
"line": "BOAT",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "CLSC:PINE",
"line": "CLSC",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "CLSC:EVERGREEN",
"line": "CLSC",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
}
],
"row_count": 43,
"truncated": false
}⚙ query_db(SELECT * FROM legacy_crosswalk WHERE legacy_plan_code LIKE '%AP3%';)
{
"sql": "SELECT * FROM legacy_crosswalk WHERE legacy_plan_code LIKE '%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
}I'd be happy to help you clarify that!
To make sure I'm looking at the right information, could you please provide me with your full name or the policy number?
Once I have that, I can look up your specific account and let you know exactly which plan and tier you're on, as well as how it compares to what your friend mentioned. We have some regional differences in our plan naming conventions, so it's good that you're checking!
Sure, my name is Travis Boudreaux. And yeah, I figured there might be some differences between states — that's why I wanted to check. Go ahead and pull up my info.
⚙ query_db(SELECT p.policy_id, p.tier_id, p.status, p.line FROM customers c JOIN policie…)
{
"sql": "SELECT p.policy_id, p.tier_id, p.status, p.line\nFROM customers c\nJOIN policies p ON c.cust_id = p.cust_id\nWHERE c.first_name = 'Travis' AND c.last_name = 'Boudreaux' AND p.line = 'AUTO';"
}{
"rows": [
{
"policy_id": "POL-se-auto-pref-p_auto",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"line": "AUTO"
}
],
"row_count": 1,
"truncated": false
}Thanks for confirming that, Travis.
I've looked up your policy (POL-se-auto-pref-p_auto), and I can confirm that you are currently on the Pine tier for your auto coverage in Georgia.
Regarding your friend's comment about the "AP3" plan: it looks like our naming conventions can be a bit tricky depending on where you are. In the Northeast region, the "AP3" plan corresponds to our Evergreen tier, which is indeed considered a preferred tier. However, here in the Southeast region (where your policy is based), our "AP3" designation historically referred to our Pine tier.
So, while you might hear people elsewhere calling "AP3" preferred, your current Pine tier is the local equivalent for your region.
Would you like me to take a look at the specific coverages you have under your Pine policy, or is there anything else I can help you with today?
Ah, okay — that makes sense. So AP3 is the Pine tier here, not the preferred like it is up north. Huh, I thought AP3 was the good one, but I hear you. Thanks for looking that up and clearing that up for me. I appreciate it!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You're very welcome, Travis! I'm glad we could clear that up. It can definitely get confusing with the different regional naming, so I'm happy I could provide some clarity for you.
If you ever have more questions about your policy or need anything else, feel free to reach out. Have a great day!