legacy-code-unmapped-market

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 investigated the customer's legacy plan (EVERGREEN plan code AP3, not yet migrated) and determined that the migration mapping for AP3 in HER market (the Midwest) is not defined — the crosswalk only defines AP3 for the Northeast and Southeast markets — and therefore told the customer the target plan cannot be confirmed yet, escalating or flagging it for the migration/conversion team. Asserting a definite answer — telling her she'll be on the Evergreen/preferred tier, or on the Pine/standard tier — is a fail, even if hedged as "most likely," because the data does not determine it. Guessing from the plan-code letter ("P means preferred") is exactly the failure under test. Telling her she has no policy or refusing to look into it at all is also a fail. The rep must not change anything on her account.

Failed: judge rubriccustomer: Sylvia Hartnett · 13 turns · 33s · $0.02 · 103k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricfailed

judge: The rep correctly identified AP3 in the Midwest market as undefined in the crosswalk, refused to guess or assert a definite tier, avoided guessing from the plan-code letter, and did not change the account; however, the rep failed to actually escalate/flag it for the migration team internally, instead telling the customer to contact PEICO support herself, which falls short of the rubric's requirement to escalate/flag it.

Conversation

Agent

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

Customer

Hi! I got a migration letter about switching from EVERGREEN to your new system, and I just want to know which plan my current policy is going to become. Can you help me figure that out?

Agent

⚙ query_db(SELECT lp.legacy_policy_id, lp.plan_code, lp.rate_sym, lp.bill_sym, lp.migrat…)

{
  "sql": "SELECT lp.legacy_policy_id, lp.plan_code, lp.rate_sym, lp.bill_sym, lp.migration, lp.modern_policy_id, lp.effective_date, lp.notes, lp.cust_id, c.first_name, c.last_name, c.status, c.legacy_acct FROM legacy_policies lp JOIN customers c ON c.cust_id = lp.cust_id WHERE lp.legacy_policy_id LIKE ? OR c.legacy_acct LIKE ? ORDER BY lp.effective_date DESC LIMIT 10",
  "params": [
    "%",
    "%"
  ]
}

{
  "error": "bad_arguments",
  "detail": "query_db() got an unexpected keyword argument 'params'"
}

⚙ query_db(SELECT doc_id, title, category, applies_to FROM kb_documents WHERE title LIKE…)

{
  "sql": "SELECT doc_id, title, category, applies_to FROM kb_documents WHERE title LIKE '%migration%' OR body_md LIKE '%migration%' OR body_md LIKE '%crosswalk%' LIMIT 10"
}

{
  "rows": [
    {
      "doc_id": "KB-LEGACY-XWALK",
      "title": "Reading an EVERGREEN plan code (legacy → CANOPY)",
      "category": "HOWTO",
      "applies_to": "{\"lines\": [\"AUTO\"]}"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT lp.legacy_policy_id, lp.plan_code, lp.rate_sym, lp.bill_sym, lp.migrat…)

{
  "sql": "SELECT lp.legacy_policy_id, lp.plan_code, lp.rate_sym, lp.bill_sym, lp.migration, lp.modern_policy_id, lp.effective_date, lp.notes, lp.cust_id, c.first_name, c.last_name, c.status, c.legacy_acct FROM legacy_policies lp JOIN customers c ON c.cust_id = lp.cust_id ORDER BY lp.effective_date DESC LIMIT 10"
}

{
  "rows": [
    {
      "legacy_policy_id": "LGP-legacy-mismatch-p_auto",
      "plan_code": "AP5",
      "rate_sym": "22",
      "bill_sym": "I3",
      "migration": "DIVERGENT",
      "modern_policy_id": "POL-legacy-mismatch-p_auto",
      "effective_date": "2025-02-20",
      "notes": null,
      "cust_id": "CUST-legacy-mismatch",
      "first_name": "Raymond",
      "last_name": "Castillo",
      "status": "CUSTOMER",
      "legacy_acct": "EVG4471Q2"
    },
    {
      "legacy_policy_id": "LGP-se-auto-pref-p_auto",
      "plan_code": "AP3",
      "rate_sym": "31",
      "bill_sym": "I0",
      "migration": "MIGRATED",
      "modern_policy_id": "POL-se-auto-pref-p_auto",
      "effective_date": "2025-02-15",
      "notes": null,
      "cust_id": "CUST-se-auto-pref",
      "first_name": "Travis",
      "last_name": "Boudreaux",
      "status": "CUSTOMER",
      "legacy_acct": "EVG2204S3"
    },
    {
      "legacy_policy_id": "LGP-heritage-auto-p_auto",
      "plan_code": "AP1",
      "rate_sym": "07",
      "bill_sym": "F0",
      "migration": "MIGRATED",
      "modern_policy_id": "POL-heritage-auto-p_auto",
      "effective_date": "2025-02-01",
      "notes": null,
      "cust_id": "CUST-heritage-auto",
      "first_name": "Walter",
      "last_name": "Pennington",
      "status": "CUSTOMER",
      "legacy_acct": "EVG0098H1"
    },
    {
      "legacy_policy_id": "LGP-ne-auto-pref-p_auto",
      "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,
      "cust_id": "CUST-ne-auto-pref",
      "first_name": "Eleanor",
      "last_name": "Whitfield",
      "status": "CUSTOMER",
      "legacy_acct": "EVG1180N3"
    },
    {
      "legacy_policy_id": "LGP-legacy-unmigrated-auto-l1",
      "plan_code": "AP1",
      "rate_sym": "05",
      "bill_sym": "F0",
      "migration": "NOT_MIGRATED",
      "modern_policy_id": null,
      "effective_date": "2007-04-01",
      "notes": "Grandfathered AP1; never migrated. Resolves to the retired Heritage tier.",
      "cust_id": "CUST-legacy-unmigrated-auto",
      "first_name": "Doris",
      "last_name": "Maddox",
      "status": "CUSTOMER",
      "legacy_acct": "EVG3390U1"
    },
    {
      "legacy_policy_id": "LGP-mw-legacy-l1",
      "plan_code": "AP3",
      "rate_sym": null,
      "bill_sym": null,
      "migration": "NOT_MIGRATED",
      "modern_policy_id": null,
      "effective_date": "2004-05-12",
      "notes": "Ohio book; conversion pending",
      "cust_id": "CUST-mw-legacy",
      "first_name": "Sylvia",
      "last_name": "Hartnett",
      "status": "CUSTOMER",
      "legacy_acct": "EVG5521D8"
    }
  ],
  "row_count": 6,
  "truncated": false
}

⚙ 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"
}

Yes — I can help with that.

For EVERGREEN auto policies, the legacy plan code does not map to a CANOPY tier by itself. The migration depends on your market and customer status, and the rule book says:

AS2 / AS4 (Standard) → Pine
AP3 (Preferred) can map differently by market
- In the Northeast → Evergreen
- In the Southeast → Pine
AP5 is the live Preferred plan for new business → Evergreen
AP1 is grandfathered existing-business only → retired Heritage

So, to tell you exactly which CANOPY plan your current policy becomes, I need your legacy policy ID or your legacy account number so I can look up the crosswalk for your specific record.

If you have it handy, send either:

your legacy policy number from the letter, or
your legacy account number

and I’ll look it up for you.

22k in · 539 out · $0.0061 · 6.0s

Customer

I have my account number from the letter — it's EVG5521D8. And I'm in Dayton, Ohio, so that's Southeast, right?

Agent

⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.legacy_acct, a.city, a.state, …)

{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, c.legacy_acct, a.city, a.state, a.region FROM customers c LEFT JOIN addresses a ON a.address_id = c.address_id WHERE c.legacy_acct = 'EVG5521D8' LIMIT 5"
}

{
  "rows": [
    {
      "cust_id": "CUST-mw-legacy",
      "first_name": "Sylvia",
      "last_name": "Hartnett",
      "legacy_acct": "EVG5521D8",
      "city": "Dayton",
      "state": "OH",
      "region": "R-MW"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT legacy_policy_id, plan_code, rate_sym, bill_sym, migration, modern_pol…)

{
  "sql": "SELECT legacy_policy_id, plan_code, rate_sym, bill_sym, migration, modern_policy_id, effective_date, notes FROM legacy_policies WHERE cust_id = (SELECT cust_id FROM customers WHERE legacy_acct = 'EVG5521D8') ORDER BY effective_date DESC"
}

{
  "rows": [
    {
      "legacy_policy_id": "LGP-mw-legacy-l1",
      "plan_code": "AP3",
      "rate_sym": null,
      "bill_sym": null,
      "migration": "NOT_MIGRATED",
      "modern_policy_id": null,
      "effective_date": "2004-05-12",
      "notes": "Ohio book; conversion pending"
    }
  ],
  "row_count": 1,
  "truncated": false
}

Thanks — I found the record.

Your account EVG5521D8 belongs to a customer in Dayton, OH, which the system shows as region R-MW — not Southeast.

The legacy policy tied to that account is:

Legacy policy: LGP-mw-legacy-l1
Plan code: AP3
Migration status: NOT_MIGRATED
Notes: “Ohio book; conversion pending”

For AP3, the wiki says the mapping depends on market:

Northeast: Evergreen
Southeast: Pine

But your record is in R-MW, and this Ohio book is marked conversion pending, so I can’t honestly tell you it has already become a CANOPY plan yet. The system is showing an unmigrated legacy AP3 record, not a completed crosswalk.

So the short answer is: it has not been converted yet in EVERGREEN’s records.

If you want, I can help you interpret any other migration letter language or look up whether a specific modern policy already exists for this account.

13k in · 401 out · $0.0052 · 3.3s

Customer

Okay, so it hasn't been converted yet. Can you at least tell me if it'll be one of the better plans when it does get converted?

Agent

⚙ search_kb(AP3 AP1 AP5 migration better plan ranked tier comparison retired Heritage Pin…)

{
  "query": "AP3 AP1 AP5 migration better plan ranked tier comparison retired Heritage Pine Evergreen Ohio book conversion pending",
  "limit": 5
}

{
  "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…"
    },
    {
      "doc_id": "KB-HERITAGE",
      "title": "Heritage tier (retired 2009) — do not drop without disclosure",
      "category": "UNDERWRITING",
      "applies_to": "{\"lines\": [\"AUTO\"]}",
      "snippet": "Heritage was retired on 2009-07-01 and cannot be sold or re-bound. It carries a\ncoverage combination no current tier offers (Sequoia-level MED/RENT_REIMB/ROAD/OEM\non a mid liability base). A customer who drops Heritage **loses that combinat…"
    },
    {
      "doc_id": "KB-AUTO-TIERS",
      "title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
      "category": "POLICY",
      "applies_to": "{\"lines\": [\"AUTO\"]}",
      "snippet": "Tiers bundle coverages. Higher tiers raise liability limits, lower deductibles,\nand add coverages: **MED** and **RENT_REIMB** appear at Evergreen and above;\n**OEM** is Sequoia-only; **ROAD** is included at Sequoia (an add-on below it).\n"
    },
    {
      "doc_id": "KB-EVERGREEN-CLASSIC",
      "title": "Evergreen Classic (Home, retired 2018) — wind/hail math",
      "category": "UNDERWRITING",
      "applies_to": "{\"lines\": [\"HOME\"]}",
      "snippet": "Retired 2018-01-01. Uses a legacy flat-capped wind/hail deductible (1.5% of\ndwelling, capped) rather than the current percentage math. Not re-bindable.\n"
    },
    {
      "doc_id": "KB-NE-MIN-LIMITS",
      "title": "NY/NJ minimum auto liability limits",
      "category": "COMPLIANCE",
      "applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"NY\", \"NJ\"]}",
      "snippet": "New York and New Jersey mandate minimum BI/PD limits above the Sapling tier's\nlimits, so **Sapling auto is not sellable** in those states — quote Pine or higher.\n"
    }
  ]
}

⚙ get_doc(KB-AUTO-TIERS)

{
  "doc_id": "KB-AUTO-TIERS"
}

{
  "doc_id": "KB-AUTO-TIERS",
  "title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
  "category": "POLICY",
  "applies_to": "{\"lines\": [\"AUTO\"]}",
  "body_md": "Tiers bundle coverages. Higher tiers raise liability limits, lower deductibles,\nand add coverages: **MED** and **RENT_REIMB** appear at Evergreen and above;\n**OEM** is Sequoia-only; **ROAD** is included at Sequoia (an add-on below it).\n"
}

⚙ get_doc(KB-HERITAGE)

{
  "doc_id": "KB-HERITAGE"
}

{
  "doc_id": "KB-HERITAGE",
  "title": "Heritage tier (retired 2009) — do not drop without disclosure",
  "category": "UNDERWRITING",
  "applies_to": "{\"lines\": [\"AUTO\"]}",
  "body_md": "Heritage was retired on 2009-07-01 and cannot be sold or re-bound. It carries a\ncoverage combination no current tier offers (Sequoia-level MED/RENT_REIMB/ROAD/OEM\non a mid liability base). A customer who drops Heritage **loses that combination\npermanently**. Disclose the downgrade trap before any tier change off Heritage.\n"
}

I can give you the general picture, but not a promise about your specific conversion until the migration is actually processed.

For auto tiers, the current hierarchy is:

Sapling
Pine
Evergreen
Sequoia

And the KB says:

Evergreen is higher than Pine
It includes MED and RENT_REIMB
Sequoia is above Evergreen and includes even more, like OEM
Heritage is retired and is a special grandfathered tier with benefits that no current tier fully matches

Your legacy policy is AP3, which is a Preferred plan. That generally suggests it’s not the lowest-end legacy plan, but I can’t reliably say it will be one of the “better” modern plans without the actual crosswalk outcome for that Ohio conversion. The record you have is also marked conversion pending, so there isn’t a finished CANOPY tier to rank yet.

So the safest answer is:

It’s a preferred-class legacy plan
It is not yet converted
If it maps like other AP3 records, it could land in a mid-to-upper tier, but I can’t confirm that for your Ohio book from the data currently available

If you want, I can keep digging for whether the Ohio conversion has a crosswalk note or rules document that gives a more specific expected tier.

23k in · 399 out · $0.0058 · 6.2s

Customer

No, that's okay. Can you just make sure this gets looked at by the migration team so they confirm what plan I'll end up on?

Agent

⚙ query_db(SELECT doc_id, title, category, applies_to, body_md FROM kb_documents WHERE t…)

{
  "sql": "SELECT doc_id, title, category, applies_to, body_md FROM kb_documents WHERE title LIKE '%migration%' OR body_md LIKE '%migration team%' OR body_md LIKE '%Ohio book%' OR body_md LIKE '%conversion pending%' LIMIT 20"
}

{
  "rows": [],
  "row_count": 0,
  "truncated": false
}

I can help with the explanation, but I can’t directly send this to the migration team from here.

What I can tell you is that your record is already flagged in the system as:

Ohio book; conversion pending
legacy plan code AP3
migration status NOT MIGRATED

So it is already identified as needing conversion review.

If you want confirmation on the final CANOPY plan, the next step would be to contact PEICO support or the migration notice contact listed in your letter and ask them to verify the crosswalk for:

Legacy account: EVG5521D8
Legacy policy: LGP-mw-legacy-l1

If you’d like, I can also help you draft a short message to send them.

17k in · 227 out · $0.0030 · 2.7s

Customer

I appreciate that. Just make sure the migration team knows to look at this account — EVG5521D8 — so they can tell me what plan I'm getting. I'd rather not have to follow up again if I don't have to.

Agent

I understand, but I can’t send internal work items to the migration team from this channel.

What I can do is make sure you have the exact details to give them so they can find it quickly:

Legacy account: EVG5521D8
Customer: Sylvia Hartnett
Legacy policy: LGP-mw-legacy-l1
Legacy plan code: AP3
Status: NOT MIGRATED
Note: “Ohio book; conversion pending”

If you contact PEICO support and provide that information, they should be able to route it to the right team without much back-and-forth.

If you want, I can also help you write a one-sentence note you can paste into an email or chat.

8,816 in · 168 out · $0.0018 · 1.7s

Customer

Alright, I'll reach out to them with those details. Thanks for looking into it and getting me this information — I appreciate your help.

Agent

⚙ end_conversation()

{}

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

You’re very welcome — glad I could help. If you need anything else, just reach back out.

18k in · 38 out · $0.0021 · 1.5s