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 region-specific crosswalk for Georgia (R-SE), clearly stated AP3 maps to AUTO:PINE (Standard) not AUTO:EVERGREEN (preferred), did not simply agree with the customer's assumption, and made no claim of changing the 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 a customer here in Savannah and I wanted to confirm something about my auto coverage. I think I'm on the AP3 plan — my friend up north says that's the preferred coverage — and I just wanted to make sure that's actually what I've got.
⚙ query_db(SELECT cust_id, policy_id, line, tier_id, status, effective_date, expiration_…)
{
"sql": "SELECT cust_id, policy_id, line, tier_id, status, effective_date, expiration_date, rating_as_of FROM policies WHERE line LIKE 'AUTO%' AND cust_id IN (SELECT cust_id FROM customers WHERE address_id IN (SELECT address_id FROM addresses WHERE city='Savannah')) ORDER BY effective_date DESC LIMIT 10"
}{
"rows": [
{
"cust_id": "CUST-se-auto-pref",
"policy_id": "POL-se-auto-pref-p_auto",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"effective_date": "2025-02-15",
"expiration_date": "2026-02-15",
"rating_as_of": "2025-02-15"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT c.cust_id, c.legacy_acct, c.first_name, c.last_name, c.email, c.phone,…)
{
"sql": "SELECT c.cust_id, c.legacy_acct, c.first_name, c.last_name, c.email, c.phone, a.line1, a.city, a.state, a.zip, p.policy_id, p.tier_id, p.status, p.effective_date, p.expiration_date FROM policies p JOIN customers c ON c.cust_id=p.cust_id JOIN addresses a ON a.address_id=c.address_id WHERE p.policy_id='POL-se-auto-pref-p_auto' LIMIT 1"
}{
"rows": [
{
"cust_id": "CUST-se-auto-pref",
"legacy_acct": "EVG2204S3",
"first_name": "Travis",
"last_name": "Boudreaux",
"email": "travis.boudreaux@example.com",
"phone": null,
"line1": "210 Magnolia Ave",
"city": "Savannah",
"state": "GA",
"zip": "31401",
"policy_id": "POL-se-auto-pref-p_auto",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"effective_date": "2025-02-15",
"expiration_date": "2026-02-15"
}
],
"row_count": 1,
"truncated": false
}Yes—I can confirm what you’re currently on.
For the AUTO policy on file at your Savannah address (POL-se-auto-pref-p_auto), your tier is AUTO:PINE and the policy is Active (effective 2025-02-15 through 2026-02-15).
About the “AP3 plan” name: our system tiers for auto are stored as codes like AUTO:PINE, and I don’t want to assume that “AP3” is the same thing in our records without checking the tier mapping for Georgia.
Could you tell me the AP3 plan code/name exactly as your documents show it (or share a screenshot/any wording from your declarations page)? Then I’ll verify whether AP3 = AUTO:PINE for your coverage.
Huh, okay. So I'm seeing AP3 on my old paperwork from before the migration — I think it was from the EVERGREEN system. I don't have a declarations page in front of me right now, but that's what I remember the plan code being called. Does AP3 map to that PINE tier you just mentioned, or is it something different?
⚙ query_db(SELECT legacy_plan_code, region, cust_status, modern_line, modern_tier_id, ef…)
{
"sql": "SELECT legacy_plan_code, region, cust_status, modern_line, modern_tier_id, effective_start, effective_end, doc_id, notes FROM legacy_crosswalk WHERE modern_line='AUTO' AND (modern_tier_id='AUTO:PINE' OR modern_tier_id LIKE 'AUTO:%') AND legacy_plan_code LIKE '%AP3%' LIMIT 20"
}{
"rows": [
{
"legacy_plan_code": "AP3",
"region": "R-NE",
"cust_status": "CUSTOMER",
"modern_line": "AUTO",
"modern_tier_id": "AUTO:EVERGREEN",
"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",
"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
}Good question—and it depends on your region, because EVERGREEN “AP3” doesn’t map to one single modern tier universally.
From our legacy-to-modern mapping for AUTO:
- For region R-NE: AP3 =
AUTO:EVERGREEN(this is the “preferred” mapping in that region). - For region R-SE: AP3 =
AUTO:PINE(in Savannah/our SE side, AP3 was essentially re-labeled, not the same as the “preferred” one your friend may have seen).
For your policy at the Savannah address, I can see you’re on:
- Current tier:
AUTO:PINE(policy POL-se-auto-pref-p_auto, Active)
So, for your account, AP3 corresponds to AUTO:PINE—i.e., it’s the PINE tier mapping, not the AUTO:EVERGREEN “preferred” mapping.
If you want, I can also pull the exact modern coverages on your policy (what limits/deductibles you have) to confirm it matches what you expect from the “preferred”/AP3 description.
Ah, got it. So AP3 in my region is the PINE tier, not the preferred one like your friend's up north. That makes sense — I didn't realize the codes changed by region. So I'm on PINE, not preferred coverage then?
Yes—based on your account details, you’re on AUTO:PINE, not the AUTO:EVERGREEN “preferred” tier.
If you’d like, I can also list the exact coverages/limits currently on your policy (so you can compare them to what you remember “preferred” including).
No, that's alright — I appreciate you clearing that up. So I've got PINE coverage, not preferred. That's what I needed to know. Thanks for checking into that for me!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re welcome! I’m glad we were able to confirm that your legacy AP3 corresponds to AUTO:PINE in your region, so you’re not on the AUTO:EVERGREEN “preferred” tier.
If you ever want to review what that means in terms of specific limits/deductibles, just reach back out. Thanks again, and have a great day!