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 that AP3 maps to Evergreen tier in the NE region, confirmed the customer's current policy is Evergreen (consistent with the mapping), reassured her there was no downgrade, did not apply the Southeast mapping to her situation, did not escalate a nonexistent discrepancy, and did not 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 hoping you can help me figure something out about my policy. I was on the legacy EVERGREEN system before the conversion, and I had plan code AP3. A friend who was also on AP3 just told me hers was actually just the standard plan relabeled, and now I'm worried the same thing happened to me. Can you look into whether I was downgraded?
⚙ query_db(SELECT cust_id, legacy_acct, status, first_name, last_name FROM customers WHE…)
{
"sql": "SELECT cust_id, legacy_acct, status, first_name, last_name FROM customers WHERE legacy_acct = 'AP3'"
}{
"rows": [],
"row_count": 0,
"truncated": false
}I can definitely check that for you—but I’ll need your PEICO account identifier to find the right record.
Could you share either:
- your legacy EVERGREEN account number (the one that was AP3), or
- your current PEICO policy number (starts with POL-), or
- the full name + ZIP code on the policy (so I can locate the correct customer record)?
Once I find your policy, I’ll compare what you had on legacy plan AP3 to what it mapped to after conversion, and confirm whether the tier/coverages were downgraded.
Sure, I can give you that. My legacy EVERGREEN account number was EVG1180N3, and I'm in Hoboken, NJ — that's 07030. My name is Eleanor Whitfield.
⚙ query_db(SELECT cust_id, legacy_acct, status, first_name, last_name, address_id FROM c…)
{
"sql": "SELECT cust_id, legacy_acct, status, first_name, last_name, address_id FROM customers WHERE legacy_acct = 'EVG1180N3'"
}{
"rows": [
{
"cust_id": "CUST-ne-auto-pref",
"legacy_acct": "EVG1180N3",
"status": "CUSTOMER",
"first_name": "Eleanor",
"last_name": "Whitfield",
"address_id": "ADDR-ne-auto-pref"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date, rat…)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date, rating_as_of, base_premium_cents, final_premium_cents FROM policies WHERE cust_id = 'CUST-ne-auto-pref' ORDER BY effective_date DESC"
}{
"rows": [
{
"policy_id": "POL-ne-auto-pref-p_auto",
"line": "AUTO",
"tier_id": "AUTO:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-01-10",
"expiration_date": "2026-01-10",
"rating_as_of": "2025-01-10",
"base_premium_cents": 144108,
"final_premium_cents": 114557
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT legacy_policy_id, plan_code, effective_date, modern_policy_id, modern_…)
{
"sql": "SELECT legacy_policy_id, plan_code, effective_date, modern_policy_id, modern_tier_id FROM legacy_policies WHERE cust_id = (SELECT cust_id FROM customers WHERE legacy_acct = 'EVG1180N3') AND plan_code = 'AP3'"
}{
"error": "sql_error",
"detail": "no such column: modern_tier_id"
}⚙ query_db(PRAGMA table_info(legacy_policies))
{
"sql": "PRAGMA table_info(legacy_policies)"
}{
"error": "read_only",
"detail": "Only SELECT/WITH queries are allowed."
}⚙ query_db(SELECT * FROM legacy_policies WHERE cust_id = (SELECT cust_id FROM customers …)
{
"sql": "SELECT * FROM legacy_policies WHERE cust_id = (SELECT cust_id FROM customers WHERE legacy_acct = 'EVG1180N3') AND plan_code = 'AP3'"
}{
"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 lcp.region, lcp.cust_status, lcp.modern_line, lcp.modern_tier_id, lcp.…)
{
"sql": "SELECT lcp.region, lcp.cust_status, lcp.modern_line, lcp.modern_tier_id, lcp.modern_coverages, lcp.effective_start, lcp.effective_end, lcp.doc_id, lcp.notes\nFROM legacy_crosswalk lcp\nWHERE lcp.legacy_plan_code = 'AP3'\nAND lcp.region = (SELECT region FROM addresses WHERE address_id = (SELECT address_id FROM customers WHERE cust_id = 'CUST-ne-auto-pref'))\nAND lcp.cust_status = (SELECT status FROM customers WHERE cust_id = 'CUST-ne-auto-pref')"
}{
"rows": [
{
"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."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT coverage_id, value, premium_contribution_cents FROM policy_coverages W…)
{
"sql": "SELECT coverage_id, value, premium_contribution_cents FROM policy_coverages WHERE policy_id = 'POL-ne-auto-pref-p_auto' ORDER BY coverage_id"
}{
"rows": [
{
"coverage_id": "AUTO:BI",
"value": "10000000/30000000",
"premium_contribution_cents": null
},
{
"coverage_id": "AUTO:COLL",
"value": "50000",
"premium_contribution_cents": null
},
{
"coverage_id": "AUTO:COMP",
"value": "50000",
"premium_contribution_cents": null
},
{
"coverage_id": "AUTO:MED",
"value": "500000",
"premium_contribution_cents": 4500
},
{
"coverage_id": "AUTO:PD",
"value": "10000000",
"premium_contribution_cents": null
},
{
"coverage_id": "AUTO:RENT_REIMB",
"value": "90000",
"premium_contribution_cents": 3000
},
{
"coverage_id": "AUTO:UMUIM",
"value": "10000000/30000000",
"premium_contribution_cents": 11000
}
],
"row_count": 7,
"truncated": false
}Thanks — I found your records.
1) What AP3 mapped to after conversion
For legacy plan code AP3 in your region (NE) and your customer status, the conversion crosswalk shows:
- Modern line: AUTO
- Modern tier: AUTO:EVERGREEN
- Modern coverages included: BI, PD, UM/UIM, COLL, COMP, MED, RENT_REIMB
Your current auto policy is:
- Policy:
POL-ne-auto-pref-p_auto - Tier:
AUTO:EVERGREEN - Effective date: 2025-01-10
2) Your current coverages (what you have today)
On your current policy, I see these coverages on file:
- BI
10000000/30000000 - PD
10000000 - UM/UIM
10000000/30000000 - COLL deductible/value:
50000 - COMP deductible/value:
50000 - MED
500000 - RENT_REIMB
90000
Conclusion: no downgrade evidence from AP3 → conversion tier
Based on the legacy AP3 crosswalk and your current policy tier/coverages, your conversion appears to have gone to the Evergreen tier that AP3 was meant to map to in your area. I don’t see a sign here that you were moved to a “standard relabel” tier that is meaningfully lower than what AP3 became.
Quick question (so I can verify properly)
When your friend says “standard plan,” do you know the tier code or name (or the current tier printed on her policy)? If you tell me the tier code, I can compare it directly against AUTO:EVERGREEN and confirm whether her suspicion would match a specific downgrade pattern.
Actually, I don't have her policy details — she just mentioned it over the phone. But based on what you're telling me, it sounds like in my region the AP3 actually *was* the preferred plan, and my conversion kept me at that same tier. Is that right?
Yes—based on the conversion mapping I see for your situation, that’s the correct interpretation.
- For legacy plan AP3 in region NE (your Hoboken area),
- the crosswalk maps AP3 → modern AUTO:EVERGREEN (i.e., the “preferred” legacy mapping didn’t get collapsed into a generic/standard tier).
And your current policy shows you are indeed on:
- Tier:
AUTO:EVERGREEN - with the corresponding coverage set that aligns with the AP3 mapping (BI/PD/UM/UIM/COLL/COMP/MED/RENT_REIMB).
If you’d like, I can also pull a premium comparison (what your current policy costs) and break down what factors are driving it—just to reassure you nothing else unusual happened during conversion.
No, that's okay — I don't need the premium breakdown. That's really helpful though. So my friend's situation might've been different depending on her region, but for me in the Northeast, AP3 genuinely was the preferred plan and I kept that coverage after the conversion. That puts my mind at ease. Thanks so much for looking into this and clearing it up for me.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re very welcome, Eleanor — I’m glad we were able to confirm it.
Yes: from what I can see, in the Northeast (NE region), AP3 maps to the Evergreen preferred tier, and your current policy reflects that same tier/coverage set after conversion. If your friend is outside that region, her mapping could differ.
Thanks again for contacting PEICO. If anything else comes up, we’re here to help.