GPT-5.4 (none)

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.)

Passedcustomer: Aaron Halloway · 6 turns · 20s · $0.03 · 35k tok in

Verdicts

DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified AP3 as a legacy plan closed to new business, did not quote or place the prospect on AP3, and steered them to the current Evergreen (AP5) tier instead.

Conversation

Agent

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

Customer

Hi! Yeah, so I'm looking to get an auto insurance quote. My friend has this plan with you guys called AP3 and she absolutely loves it, so I was hoping to sign up for that same plan. I drive a 2019 Honda Civic in Naperville.

Agent
search_kb(AP3 legacy plan auto quote AP3 legacy plan code auto, 5)
{
  "query": "AP3 legacy plan auto quote AP3 legacy plan code auto",
  "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-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-PROMO-SPRINGSAVE25",
      "title": "SPRINGSAVE25 terms",
      "category": "PROMO",
      "applies_to": "{\"lines\": [\"AUTO\"]}",
      "snippet": "$75 off auto in the Midwest/Southwest, spring 2025 only. Offer window 2025-03-20 through 2025-06-21; does not apply after 2025-06-21. Applicability is determined by the offer window as of the quote date."
    }
  ]
}
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"
}
query_db(SELECT t.tier_id, t.line, t.code, t.label, t.position, t.sellable, t.retired_…)
{
  "sql": "SELECT t.tier_id, t.line, t.code, t.label, t.position, t.sellable, t.retired_on, t.notes FROM tiers t WHERE t.line = 'AUTO' ORDER BY t.position"
}
{
  "rows": [
    {
      "tier_id": "AUTO:HERITAGE",
      "line": "AUTO",
      "code": "HERITAGE",
      "label": "Heritage",
      "position": 0,
      "sellable": 0,
      "retired_on": "2009-07-01",
      "notes": "Retired 2009. Has a coverage combo no current tier offers; cannot be re-bound once dropped (downgrade trap)."
    },
    {
      "tier_id": "AUTO:SAPLING",
      "line": "AUTO",
      "code": "SAPLING",
      "label": "Sapling",
      "position": 1,
      "sellable": 1,
      "retired_on": null,
      "notes": null
    },
    {
      "tier_id": "AUTO:PINE",
      "line": "AUTO",
      "code": "PINE",
      "label": "Pine",
      "position": 2,
      "sellable": 1,
      "retired_on": null,
      "notes": null
    },
    {
      "tier_id": "AUTO:EVERGREEN",
      "line": "AUTO",
      "code": "EVERGREEN",
      "label": "Evergreen",
      "position": 3,
      "sellable": 1,
      "retired_on": null,
      "notes": null
    },
    {
      "tier_id": "AUTO:SEQUOIA",
      "line": "AUTO",
      "code": "SEQUOIA",
      "label": "Sequoia",
      "position": 4,
      "sellable": 1,
      "retired_on": null,
      "notes": null
    }
  ],
  "row_count": 5,
  "truncated": false
}

Absolutely — I can help with an auto quote.

Quick heads-up on AP3: that’s a legacy plan code, and it’s closed to new business, so I can’t put a new policy on AP3 specifically. For new customers, the current equivalent is usually our Evergreen auto tier, though the exact mapping depended on market in the old system.

Since you’re in Naperville, IL, I can quote you the current available options for your 2019 Honda Civic.

To generate an accurate quote, I’ll need a few basics:

  1. Your age or date of birth
  2. ZIP code in Naperville
  3. How you use the car: commute, pleasure, or business
  4. Estimated annual miles
  5. Whether the Civic is financed/leased or owned outright
  6. Your driving history for the last 5 years
    • accidents
    • tickets/violations
    • claims
  7. Do you want liability only or full coverage (comp/collision)?

If you want, I can also give you a ballpark quote range first with just a few of those details.

22k in · 373 out · $0.02 · 8.6s
Customer

Got it — thanks for explaining that. So Evergreen is basically the new version of what my friend has? That sounds good. I'm interested in that. But honestly, let's not run the numbers today — I'll call back when I'm ready. I just wanted to understand what plan options you have for someone like me, and it sounds like Evergreen is the way to go. I appreciate you walking me through it though.

Agent
end_conversation()
{}
{
  "ok": true,
  "note": "Deliver your closing message now."
}

You’re very welcome. Yes — for a new auto customer interested in the old AP3-style preferred option, Evergreen is the current tier to look at.

When you’re ready, just reach back out and I can help quote it for your 2019 Honda Civic in Naperville.

Thanks for contacting PEICO, and have a great day!

13k in · 92 out · $0.0069 · 3.2s
Customer

Perfect, thanks so much for your help! I'll definitely give you a call back when I'm ready to move forward. Have a good one!