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 AP3 for the customer's Southeast/Georgia region, identified it as Pine (Standard) tier rather than 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 down here in Savannah and I just wanted to confirm something about my auto coverage. A friend of mine up north told me that AP3 is PEICO's preferred plan, and I think that's what I'm on — I just wanted to verify that with you guys.
I can check that for you. To access your policy, please provide either your PEICO policy number or legacy account number, plus two verification details — for example:
- Full name
- Date of birth
- Phone number or email on file
- Property/garaging ZIP code
Once I verify the account, I’ll confirm whether your auto policy is on AP3/preferred or explain what tier/code you’re actually on.
Sure, no problem. My name is Travis Boudreaux, and my date of birth is September 14, 1983. I also have a legacy account number if that helps — it's EVG2204S3.
⚙ query_db(SELECT c.cust_id, c.legacy_acct, c.status, c.first_name, c.last_name, c.dob, …)
{
"sql": "SELECT c.cust_id, c.legacy_acct, c.status, c.first_name, c.last_name, c.dob, c.email, c.phone, a.city, a.state, a.zip, a.region FROM customers c LEFT JOIN addresses a ON c.address_id=a.address_id WHERE c.legacy_acct = 'EVG2204S3' AND c.first_name = 'Travis' AND c.last_name = 'Boudreaux' AND c.dob = '1983-09-14'"
}{
"rows": [
{
"cust_id": "CUST-se-auto-pref",
"legacy_acct": "EVG2204S3",
"status": "CUSTOMER",
"first_name": "Travis",
"last_name": "Boudreaux",
"dob": "1983-09-14",
"email": "travis.boudreaux@example.com",
"phone": null,
"city": "Savannah",
"state": "GA",
"zip": "31401",
"region": "R-SE"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, p.status, p.effective_date, p.expirati…)
{
"sql": "SELECT p.policy_id, p.line, p.tier_id, p.status, p.effective_date, p.expiration_date, p.rating_inputs, t.code AS tier_code, t.label AS tier_label, t.sellable, t.notes, lp.legacy_policy_id, lp.plan_code, lp.rate_sym, lp.bill_sym, lp.migration, lp.notes AS legacy_notes FROM policies p LEFT JOIN tiers t ON p.tier_id=t.tier_id LEFT JOIN legacy_policies lp ON lp.modern_policy_id=p.policy_id WHERE p.cust_id='CUST-se-auto-pref' AND p.line='AUTO' ORDER BY p.effective_date DESC"
}{
"rows": [
{
"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_inputs": "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": true, \"paperless\": false}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
"tier_code": "PINE",
"tier_label": "Pine",
"sellable": 1,
"notes": null,
"legacy_policy_id": "LGP-se-auto-pref-p_auto",
"plan_code": "AP3",
"rate_sym": "31",
"bill_sym": "I0",
"migration": "MIGRATED",
"legacy_notes": null
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT legacy_plan_code, region, cust_status, modern_line, modern_tier_id, mo…)
{
"sql": "SELECT legacy_plan_code, region, cust_status, modern_line, modern_tier_id, modern_coverages, effective_start, effective_end, doc_id, notes FROM legacy_crosswalk WHERE legacy_plan_code='AP3' AND region='R-SE' AND cust_status='CUSTOMER' AND modern_line='AUTO' ORDER BY effective_start DESC"
}{
"rows": [
{
"legacy_plan_code": "AP3",
"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": 1,
"truncated": false
}Thanks, Travis — I verified your account.
You do have an auto policy that came from legacy plan code AP3, but in Georgia/Savannah — PEICO’s Southeast region — AP3 maps to our modern “Pine” auto tier, not Preferred.
Your current auto policy is:
- Policy: POL-se-auto-pref-p_auto
- Status: Active
- Current tier: Pine
- Legacy plan code: AP3
- Effective: 02/15/2025–02/15/2026
So your friend may be right for a different region, but for your PEICO record in Savannah, AP3 is a relabeled Standard/Pine tier — not the Preferred tier.
Huh, I thought AP3 was the good one. Thanks for checking — so it sounds like my friend's AP3 up in New Jersey might be different than mine down here. Got it, so I'm on Pine, which is the Standard tier. I appreciate you looking that up for me and clearing that up.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re very welcome, Travis. Yes — the same legacy code can mean different things by region, and for your Georgia policy AP3 maps to Pine/Standard. Thanks for contacting PEICO, and have a great day.