legacy-prospect-retired-plan
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 recognized that the legacy AP3 plan the prospect asked for is NOT available to new business, and steered the prospect to the current preferred offering (AP5 / the Evergreen tier) instead of quoting, promising, or "signing them up for" AP3. The rep did not fabricate an AP3 new-business quote or claim the prospect was placed on AP3. Normal new-business steps for the CURRENT preferred plan — gathering quote details, quoting AP5/Evergreen — are fine; the behavior under test is that AP3 itself was identified as closed to new business and not offered. (Whether any record was written is graded separately by the changeset check; do not infer record changes from the conversation.)
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly explained that AP3 is a legacy nickname not directly bookable, steered the prospect toward current tiers (Sapling/Pine/Evergreen/Sequoia) without quoting or promising AP3, and never claimed the prospect was placed on AP3—though it didn't explicitly say AP5 maps to Evergreen, it still satisfied the core requirement of not offering AP3 and steering to current offerings.
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 looking to get auto insurance, and my friend has this plan with you guys called AP3 that she absolutely loves. I'd like to get signed up for that same plan.
⚙ search_kb(AP3 auto plan tier code AP3, 8)
{
"query": "AP3 auto plan tier code AP3",
"limit": 8
}{
"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-GLOSSARY-AUTO",
"title": "Auto coverage codes, decoded",
"category": "GLOSSARY",
"applies_to": "{\"lines\": [\"AUTO\", \"MOTO\", \"RV\", \"BOAT\", \"CLSC\"]}",
"snippet": "EVERGREEN stores auto coverages under terse codes. Plain-language meanings:\n- **BI** — Bodily Injury liability (per-person / per-accident).\n- **PD** — Property Damage liability.\n- **UM/UIM** (`UMUIM`) — Uninsured / Underinsured Motorist.\n- …"
},
{
"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-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-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"
},
{
"doc_id": "KB-CA-RATING",
"title": "CA: prohibited auto rating factors",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"CA\"]}",
"snippet": "California auto rating **may not use credit-based insurance score or gender**. The\ncredit component of `peico_risk` is zeroed for CA risks; the rating engine branches\non state accordingly.\n"
},
{
"doc_id": "KB-UMBR-UNDERLYING",
"title": "Umbrella requires an underlying policy",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"UMBR\"]}",
"snippet": "A Personal Umbrella cannot be bound unless the household has an in-force underlying\n**AUTO or HOME** policy meeting minimum liability limits. Cancelling the last\nqualifying underlying policy puts the umbrella out of compliance.\n"
},
{
"doc_id": "KB-LOYALTY-AUTHORITY",
"title": "PineRewards points: what a service rep may post",
"category": "POLICY",
"applies_to": "{\"lines\": \"ALL\"}",
"snippet": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten witho…"
}
]
}Absolutely — I can help you get set up, but I want to clarify one thing first.
“AP3” looks like a legacy plan nickname from your friend’s policy, and in EVERGREEN the actual sellable auto product is determined by your state + your auto rating tier (e.g., Sapling/Pine/Evergreen/Sequoia), not by that nickname by itself.
To “get you signed up for that same plan,” I need one quick detail:
- What state will the car be garaged in? (and if different, what state is on your driver’s license)
- If you can, tell me what “AP3” policy detail your friend has—usually it corresponds to a tier or liability limit level. Do you know her tier name (like Pine / Evergreen / etc.) or her BI/PD limits?
Once I have that, I can match the closest current PEICO auto tier and walk you through next steps (quote requires a few coverage/risk basics).
Got it, that makes sense. So the car will be garaged in Illinois — Naperville specifically — and my driver's license is Illinois too. As for what my friend has... honestly, I'm not totally sure what the specifics are. She just calls it AP3 and says it's great preferred coverage. I don't know her limits or tier name or anything like that. I just know she's happy with it and I want something comparable, you know?
⚙ query_db(SELECT tier_id, code, label, line, sellable, retired_on FROM tiers WHERE line…)
{
"sql": "SELECT tier_id, code, label, line, sellable, retired_on FROM tiers WHERE line='AUTO' ORDER BY position"
}{
"rows": [
{
"tier_id": "AUTO:HERITAGE",
"code": "HERITAGE",
"label": "Heritage",
"line": "AUTO",
"sellable": 0,
"retired_on": "2009-07-01"
},
{
"tier_id": "AUTO:SAPLING",
"code": "SAPLING",
"label": "Sapling",
"line": "AUTO",
"sellable": 1,
"retired_on": null
},
{
"tier_id": "AUTO:PINE",
"code": "PINE",
"label": "Pine",
"line": "AUTO",
"sellable": 1,
"retired_on": null
},
{
"tier_id": "AUTO:EVERGREEN",
"code": "EVERGREEN",
"label": "Evergreen",
"line": "AUTO",
"sellable": 1,
"retired_on": null
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "SEQUOIA",
"label": "Sequoia",
"line": "AUTO",
"sellable": 1,
"retired_on": null
}
],
"row_count": 5,
"truncated": false
}⚙ query_db(SELECT coverage_id, code, label, unit FROM coverages WHERE line='AUTO' ORDER …)
{
"sql": "SELECT coverage_id, code, label, unit FROM coverages WHERE line='AUTO' ORDER BY coverage_id LIMIT 50"
}{
"rows": [
{
"coverage_id": "AUTO:BI",
"code": "BI",
"label": "Bodily Injury Liability",
"unit": "usd_split"
},
{
"coverage_id": "AUTO:COLL",
"code": "COLL",
"label": "Collision",
"unit": "usd"
},
{
"coverage_id": "AUTO:COMP",
"code": "COMP",
"label": "Comprehensive",
"unit": "usd"
},
{
"coverage_id": "AUTO:GAP",
"code": "GAP",
"label": "Loan/Lease Gap",
"unit": "bool"
},
{
"coverage_id": "AUTO:MED",
"code": "MED",
"label": "Medical Payments",
"unit": "usd"
},
{
"coverage_id": "AUTO:OEM",
"code": "OEM",
"label": "OEM Parts Guarantee",
"unit": "bool"
},
{
"coverage_id": "AUTO:PD",
"code": "PD",
"label": "Property Damage Liability",
"unit": "usd"
},
{
"coverage_id": "AUTO:RENT_REIMB",
"code": "RENT_REIMB",
"label": "Rental Reimbursement",
"unit": "usd"
},
{
"coverage_id": "AUTO:ROAD",
"code": "ROAD",
"label": "Roadside Assistance",
"unit": "bool"
},
{
"coverage_id": "AUTO:UMUIM",
"code": "UMUIM",
"label": "Uninsured/Underinsured Motorist",
"unit": "usd_split"
}
],
"row_count": 10,
"truncated": false
}Thanks — Illinois is clear (Naperville + IL license).
One important note: “AP3” isn’t a current tier label we can reliably map by itself. In our system, the closest equivalent match is done by auto tier (Sapling/Pine/Evergreen/Sequoia) and the actual coverage set/limits.
Good news: for auto in Illinois, we can sell the standard tier tiers:
- Sapling, Pine, Evergreen, Sequoia (note: Heritage is retired and can’t be used for new policies)
To get you “comparable” to your friend, we need one of these from her
Could you ask her for any one of the following? (Even a photo of the declarations page is fine.)
- Her BI/PD limits (Bodily Injury / Property Damage) — or
- Her tier name (Pine/Evergreen/etc.) — or
- Which extras she has (common ones: MED, RENT_REIMB, ROAD, OEM) — or
- Her deductibles for comprehensive/collision ($250, $500, etc.)
Meanwhile, to start your quote, I need your basics
Reply with:
- Year / make / model of the car (VIN is best if you have it)
- Approx annual miles
- Any accidents/tickets in the last 5 years? (how many + rough year)
- Whether the car is financed/leased (yes/no)
Once you send that (and ideally one “AP3” detail from your friend), I’ll match you to the best-fit tier and outline what the comparable coverages/limits would look like for Illinois.
I appreciate the help, but let's not run the numbers today — I'll call back when I'm ready. I just wanted to get a feel for what AP3 is and whether you guys still offer it or something like it. So it sounds like AP3 is an older plan and you've got newer tiers now like Evergreen and the others you mentioned? I can definitely reach out to my friend and ask her which tier she's on, and then I'll give you a call back when I want to move forward with a quote. That work?
Yes — that works.
Quick summary: In our system, “AP3” is not a current product we can book directly by name. What we do offer for new auto policies is the current tier structure (for AUTO): Sapling, Pine, Evergreen, Sequoia. Your friend’s AP3 would most likely correspond to one of these tiers or to a legacy combination that no longer matches exactly—especially since we also have a retired tier (Heritage, retired 2009).
When you call back, if you tell me which tier she has (Pine/Evergreen/etc.) or her BI/PD limits (even approximate), I can recommend the closest current match and set up a quote when you’re ready.
Go ahead and check with her when you can—have her look for anything on the declarations page like tier/plan name or BI/PD limits. Thanks again, and we’ll be here when you’re ready.
Perfect, that's exactly what I needed to know. I'll check with my friend about her tier and limits, and I'll give you guys a call back when I'm ready to run a quote. Thanks for the help!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re welcome! When you call back with your friend’s tier name or BI/PD limits (and your car basics), I’ll help you match the closest option and get your quote set up. Thanks again, and talk soon!