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 explained that AP3 mapped to Evergreen (preferred) in the Northeast for her account, confirmed no downgrade occurred, distinguished her situation from her friend's Southeast Pine mapping, did not escalate a nonexistent discrepancy, and made no account changes.
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 because I had a question about my policy when it switched over from the old EVERGREEN system. My friend in Georgia had the same plan code as me — AP3 — and she just found out it was basically just the standard plan with a different name. I'm worried the same thing happened to me, so I wanted to check: was my AP3 plan actually the preferred coverage, or was I on standard the whole time?
⚙ search_kb(AP3 legacy plan code standard preferred Georgia legacy_crosswalk AP3, 5)
{
"query": "AP3 legacy plan code standard preferred Georgia legacy_crosswalk AP3",
"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-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-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-PROMO-GREENSTART",
"title": "GREENSTART — retired rider ($0)",
"category": "PROMO",
"applies_to": "{\"lines\": [\"AUTO\", \"HOME\"]}",
"snippet": "GREENSTART still validates as a code, but its underlying **rate rider was retired**,\nso it produces a **$0 benefit**. Do not promise customers a discount from it.\n"
}
]
}⚙ 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"
}I can check, but I can’t tell from AP3 alone.
PEICO’s migration guide says AP3 did not mean the same thing everywhere:
- In the Northeast, AP3 was a true Preferred legacy plan.
- In the Southeast — which includes Georgia — AP3 was often just a relabeled Standard plan that mapped to Pine.
So your friend in Georgia could absolutely have had AP3 = Standard, and that would be normal there. But that does not automatically mean yours was standard too.
To tell you which one your policy was, I need to look up your specific legacy record and migration crosswalk for your market/status. If you want, send me:
- your name,
- either your policy number or legacy account number, and
- your state,
and I’ll verify whether your AP3 was actually preferred or standard on your account.
Oh, that makes sense — thank you for explaining that. Okay, so my name is Eleanor Whitfield, I'm in Hoboken, New Jersey, and my old account number from EVERGREEN was EVG1180N3. Can you look that up and let me know what my AP3 actually was?
⚙ query_db(WITH cust AS ( SELECT c.cust_id, c.first_name, c.last_name, c.legacy_acct, …)
{
"sql": "WITH cust AS (\n SELECT c.cust_id, c.first_name, c.last_name, c.legacy_acct, a.city, a.state, c.status\n FROM customers c\n LEFT JOIN addresses a ON a.address_id = c.address_id\n WHERE c.first_name LIKE 'Eleanor' AND c.last_name LIKE 'Whitfield' AND c.legacy_acct = 'EVG1180N3' AND a.city LIKE 'Hoboken' AND a.state = 'NJ'\n)\nSELECT cust.cust_id, cust.first_name, cust.last_name, cust.legacy_acct, cust.city, cust.state, cust.status,\n lp.legacy_policy_id, lp.plan_code, lp.rate_sym, lp.bill_sym, lp.migration, lp.modern_policy_id, lp.effective_date,\n xw.region, xw.cust_status, xw.modern_line, xw.modern_tier_id, xw.modern_coverages, xw.effective_start, xw.effective_end, xw.doc_id, xw.notes\nFROM cust\nLEFT JOIN legacy_policies lp ON lp.cust_id = cust.cust_id\nLEFT JOIN legacy_crosswalk xw ON xw.legacy_plan_code = lp.plan_code\n AND (xw.cust_status = cust.status OR xw.cust_status IS NULL)\nWHERE lp.plan_code = 'AP3'"
}{
"rows": [
{
"cust_id": "CUST-ne-auto-pref",
"first_name": "Eleanor",
"last_name": "Whitfield",
"legacy_acct": "EVG1180N3",
"city": "Hoboken",
"state": "NJ",
"status": "CUSTOMER",
"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",
"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."
},
{
"cust_id": "CUST-ne-auto-pref",
"first_name": "Eleanor",
"last_name": "Whitfield",
"legacy_acct": "EVG1180N3",
"city": "Hoboken",
"state": "NJ",
"status": "CUSTOMER",
"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",
"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
}⚙ query_db(WITH cust AS ( SELECT c.cust_id, c.first_name, c.last_name, c.legacy_acct, …)
{
"sql": "WITH cust AS (\n SELECT c.cust_id, c.first_name, c.last_name, c.legacy_acct, c.status, a.state, a.region\n FROM customers c\n LEFT JOIN addresses a ON a.address_id = c.address_id\n WHERE c.cust_id = 'CUST-ne-auto-pref'\n)\nSELECT cust.cust_id, cust.state, cust.region AS customer_region, lp.plan_code, xw.region AS crosswalk_region,\n xw.modern_tier_id, xw.notes\nFROM cust\nJOIN legacy_policies lp ON lp.cust_id = cust.cust_id\nJOIN legacy_crosswalk xw ON xw.legacy_plan_code = lp.plan_code\n AND xw.modern_line = 'AUTO'\n AND (xw.cust_status = cust.status OR xw.cust_status IS NULL)\n AND xw.region = cust.region\nWHERE lp.plan_code = 'AP3'"
}{
"rows": [
{
"cust_id": "CUST-ne-auto-pref",
"state": "NJ",
"customer_region": "R-NE",
"plan_code": "AP3",
"crosswalk_region": "R-NE",
"modern_tier_id": "AUTO:EVERGREEN",
"notes": "NE gen-3 preferred = Evergreen tier."
}
],
"row_count": 1,
"truncated": false
}Yes — I found it.
For your account in Hoboken, NJ, your legacy AP3 maps to:
- Region: Northeast (R-NE)
- Modern tier: AUTO:EVERGREEN
- Crosswalk note: “NE gen-3 preferred = Evergreen tier.”
So in plain language: you were on the preferred coverage, not standard.
Your friend’s result in Georgia makes sense because the Southeast used AP3 differently there, but your New Jersey AP3 was the real preferred version.
If you want, I can also check whether the current migrated policy’s actual coverages still line up with that preferred/evergreen setup.
That's a relief — thank you so much for checking that. I'm glad to hear I actually was on the preferred plan and didn't get downgraded. That's exactly what I needed to know. Thanks again for looking into it and explaining the difference between the regions. I appreciate it!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re very welcome — I’m glad I could clear that up for you. Thanks for contacting PEICO, and have a great day!