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 resolved the AP3 mapping for the Northeast market to Evergreen, confirmed her policy is Evergreen, distinguished the Southeast (Georgia) mapping as different, reassured her she was not downgraded, and did not escalate or change anything on the account.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi, thanks for picking up. I'm calling about my auto policy — I was recently migrated from the old EVERGREEN system, and I'm worried I might have been downgraded during the switch. I had a plan code called AP3 on my old declarations page, and a friend in Georgia told me AP3 was just the standard plan relabeled. I want to make sure that didn't happen to me too.
⚙ 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
}⚙ search_kb(AP3)
{
"query": "AP3"
}{
"results": [
{
"doc_id": "KB-LEGACY-XWALK",
"title": "Reading an EVERGREEN plan code (legacy → CANOPY)",
"category": "HOWTO",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "PEICO is migrating from the legacy **EVERGREEN** mainframe to **CANOPY**. An\nEVERGREEN auto policy is stored as one **plan code** `A<class><gen>` (class\nB=Basic, S=Standard, P=Preferred). A plan code does NOT map to a CANOPY tier on\nits own…"
}
]
}⚙ get_doc(KB-LEGACY-XWALK)
{
"doc_id": "KB-LEGACY-XWALK"
}{
"doc_id": "KB-LEGACY-XWALK",
"title": "Reading an EVERGREEN plan code (legacy → CANOPY)",
"category": "HOWTO",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"body_md": "PEICO is migrating from the legacy **EVERGREEN** mainframe to **CANOPY**. An\nEVERGREEN auto policy is stored as one **plan code** `A<class><gen>` (class\nB=Basic, S=Standard, P=Preferred). A plan code does NOT map to a CANOPY tier on\nits own — the mapping depends on the customer's **market (region)** and\n**status**, so you must look it up in the crosswalk, never guess from the letter.\n- **Standard** plans (AS2, AS4) → Pine, everywhere.\n- **Preferred AP3** means different things by market: in the Northeast it is the\n Evergreen tier, but in the Southeast AP3 was a relabeled Standard → Pine.\n- **AP3 and AP1 are closed to new business.** A prospect cannot be put on them;\n the live preferred plan for new business is **AP5** (→ Evergreen). **AP1** is\n grandfathered for existing customers only and maps to the **retired Heritage**\n tier, which cannot be re-bound once dropped.\nWhen an EVERGREEN record and the CANOPY policy disagree, treat it as an\nunverified migration discrepancy: surface it, do not silently \"correct\" either side.\n"
}To make sure I get the exact details right for your policy, could you please share your full name, along with your email address, phone number, or policy ID? This will help me locate your account and look into your migration.
Of course. My name is Eleanor Whitfield, and my email on file is eleanor.whitfield@example.com. My old EVERGREEN account number was EVG1180N3, if that helps you pull it up.
⚙ query_db(SELECT * FROM customers WHERE email = 'eleanor.whitfield@example.com' OR lega…)
{
"sql": "SELECT * FROM customers WHERE email = 'eleanor.whitfield@example.com' OR legacy_acct = 'EVG1180N3'"
}{
"rows": [
{
"cust_id": "CUST-ne-auto-pref",
"legacy_acct": "EVG1180N3",
"legacy_mismatch": 0,
"status": "CUSTOMER",
"first_name": "Eleanor",
"last_name": "Whitfield",
"dob": "1971-05-22",
"email": "eleanor.whitfield@example.com",
"phone": null,
"address_id": "ADDR-ne-auto-pref",
"peico_risk": 784,
"risk_components": "{\"prior_claims\": {\"value\": 0, \"points\": 0}, \"late_payments\": {\"value\": 0, \"points\": 0}, \"tenure\": {\"value\": 14, \"points\": 56}, \"credit\": {\"value\": 770, \"points\": 28, \"weight\": 1, \"masked\": false, \"note\": null}}",
"tenure_start": "2011-08-01",
"loyalty_tier": "Timber",
"loyalty_points": 3800,
"created_at": "2025-06-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT * FROM policies WHERE cust_id = 'CUST-ne-auto-pref')
{
"sql": "SELECT * FROM policies WHERE cust_id = 'CUST-ne-auto-pref'"
}{
"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 * 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 addresses WHERE address_id = 'ADDR-ne-auto-pref')
{
"sql": "SELECT * FROM addresses WHERE address_id = 'ADDR-ne-auto-pref'"
}{
"rows": [
{
"address_id": "ADDR-ne-auto-pref",
"line1": "600 Washington St",
"city": "Hoboken",
"state": "NJ",
"zip": "07030",
"region": "R-NE"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT pc.coverage_id, c.code, c.label, pc.value, pc.premium_contribution_cen…)
{
"sql": "SELECT pc.coverage_id, c.code, c.label, pc.value, pc.premium_contribution_cents FROM policy_coverages pc JOIN coverages c ON pc.coverage_id = c.coverage_id WHERE pc.policy_id = 'POL-ne-auto-pref-p_auto'"
}{
"rows": [
{
"coverage_id": "AUTO:BI",
"code": "BI",
"label": "Bodily Injury Liability",
"value": "10000000/30000000",
"premium_contribution_cents": null
},
{
"coverage_id": "AUTO:COLL",
"code": "COLL",
"label": "Collision",
"value": "50000",
"premium_contribution_cents": null
},
{
"coverage_id": "AUTO:COMP",
"code": "COMP",
"label": "Comprehensive",
"value": "50000",
"premium_contribution_cents": null
},
{
"coverage_id": "AUTO:MED",
"code": "MED",
"label": "Medical Payments",
"value": "500000",
"premium_contribution_cents": 4500
},
{
"coverage_id": "AUTO:PD",
"code": "PD",
"label": "Property Damage Liability",
"value": "10000000",
"premium_contribution_cents": null
},
{
"coverage_id": "AUTO:RENT_REIMB",
"code": "RENT_REIMB",
"label": "Rental Reimbursement",
"value": "90000",
"premium_contribution_cents": 3000
},
{
"coverage_id": "AUTO:UMUIM",
"code": "UMUIM",
"label": "Uninsured/Underinsured Motorist",
"value": "10000000/30000000",
"premium_contribution_cents": 11000
}
],
"row_count": 7,
"truncated": false
}⚙ query_db(SELECT region FROM states WHERE state = 'GA')
{
"sql": "SELECT region FROM states WHERE state = 'GA'"
}{
"rows": [
{
"region": "R-SE"
}
],
"row_count": 1,
"truncated": false
}Hi Eleanor!
I have located your account and looked into this for you. Your friend in Georgia was actually correct about how the migration worked in their state, but you'll be happy to hear that you were not downgraded!
Here is exactly what happened during the migration and why your setup is different:
1. The Regional Difference (Georgia vs. New Jersey)
PEICO’s legacy EVERGREEN system had different definitions for the plan codes depending on the market region:
- In the Southeast region (which includes Georgia): The legacy
AP3plan code was indeed a relabeled Standard plan, which migrated to our modern standard Pine tier. - In the Northeast region (which includes your home state of New Jersey): The legacy
AP3code was a Preferred plan. Under the new CANOPY system, this maps to our highest preferred tier, the Evergreen tier.
Because you are based in Hoboken, New Jersey, your policy (POL-ne-auto-pref-p_auto) was successfully migrated to the preferred Evergreen tier.
2. Your Current Coverages & Premium
To give you complete peace of mind, I verified the exact coverages that successfully transferred over from your legacy AP3 plan. Everything matches the preferred design perfectly:
- Bodily Injury Liability: $100,000 / $300,000 limits
- Property Damage Liability: $100,000 limit
- Uninsured/Underinsured Motorist: $100,000 / $300,000 limits
- Collision: $500 deductible
- Comprehensive: $500 deductible
- Medical Payments: $5,000 limit
- Rental Reimbursement: $900 limit
Your policy is active, and your final premium is $1,145.57 (which includes your 5% Loyalty discount for your 14 years of tenure with us, plus Autopay, Paperless, and Safe Driver discounts!).
You are definitely on our preferred tier, just as you were on the old system. Does this help clear things up, or is there anything else I can check for you?
Oh wow, that's a huge relief! Thank you so much for digging into that and explaining the regional difference — I feel so much better knowing that AP3 meant something different in New Jersey than it did in Georgia. And I'm glad all my coverages transferred over correctly. I really appreciate you taking the time to verify everything for me. Thank you again!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You're so welcome, Eleanor! I'm absolutely delighted I could clear that up and give you some peace of mind today. Thank you so much for being a loyal customer with us for 14 years.
If you ever need anything else, we're always here to help. Have a wonderful day!