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 resolved AP3 for the Northeast market as mapping to Evergreen, confirmed her current policy is Evergreen consistent with that mapping, reassured her she was not downgraded and there is no discrepancy, did not apply the Southeast mapping to her, and did not escalate or 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 taking my chat. I'm calling about my policy conversion from the old EVERGREEN system. I want to find out if I was downgraded during the migration. My old plan was AP3, and I'm wondering if it was actually just the standard plan relabeled or if it was really the preferred plan like I thought.
⚙ 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'"
}{
"rows": [
{
"legacy_plan_code": "AP3",
"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."
},
{
"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": 2,
"truncated": false
}⚙ query_db(SELECT tier_id, line, code, label, position, sellable, retired_on, notes FROM…)
{
"sql": "SELECT tier_id, line, code, label, position, sellable, retired_on, notes FROM tiers WHERE tier_id IN ('AUTO:EVERGREEN','AUTO:PINE')"
}{
"rows": [
{
"tier_id": "AUTO:EVERGREEN",
"line": "AUTO",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"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
}
],
"row_count": 2,
"truncated": false
}⚙ 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"
}AP3 is not a single universal mapping — it depends on the market/region.
Here’s what PEICO’s legacy crosswalk says:
- Northeast region (R-NE): AP3 was the Preferred legacy plan and maps to Auto Evergreen tier.
- Southeast region (R-SE): AP3 was a relabeled Standard plan and maps to Auto Pine tier, not Preferred.
The policy wiki specifically warns not to assume from the “P” in AP3 alone; the plan code has to be interpreted by region and customer status.
So: if your AP3 was in the Northeast, you were right that it should map to the preferred Evergreen tier. If it was in the Southeast, AP3 maps to Standard/Pine.
If you’d like, I can look up your specific migrated policy and tell you whether your account was mapped correctly. For that, I’ll need to verify your identity — for example, your policy number or legacy account number plus your name and DOB.
Okay, that makes sense — thank you for explaining that. Yes, I'm in the Northeast. I'm in Hoboken, New Jersey, so that would be the Northeast region. Can you look up my account and confirm that my AP3 was mapped to the Preferred tier like it should have been? My name is Eleanor Whitfield, my old EVERGREEN account number was EVG1180N3, and my date of birth is May 22, 1971.
⚙ query_db(SELECT c.cust_id, c.legacy_acct, c.legacy_mismatch, c.status, c.first_name, c…)
{
"sql": "SELECT c.cust_id, c.legacy_acct, c.legacy_mismatch, c.status, c.first_name, c.last_name, c.dob, c.address_id, a.city, a.state, a.region, c.loyalty_tier, c.tenure_start FROM customers c JOIN addresses a ON c.address_id = a.address_id WHERE c.legacy_acct = 'EVG1180N3' AND c.first_name = 'Eleanor' AND c.last_name = 'Whitfield' AND c.dob = '1971-05-22'"
}{
"rows": [
{
"cust_id": "CUST-ne-auto-pref",
"legacy_acct": "EVG1180N3",
"legacy_mismatch": 0,
"status": "CUSTOMER",
"first_name": "Eleanor",
"last_name": "Whitfield",
"dob": "1971-05-22",
"address_id": "ADDR-ne-auto-pref",
"city": "Hoboken",
"state": "NJ",
"region": "R-NE",
"loyalty_tier": "Timber",
"tenure_start": "2011-08-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT lp.legacy_policy_id, lp.plan_code, lp.rate_sym, lp.bill_sym, lp.migrat…)
{
"sql": "SELECT lp.legacy_policy_id, lp.plan_code, lp.rate_sym, lp.bill_sym, lp.migration, lp.modern_policy_id, lp.effective_date AS legacy_effective_date, lp.notes AS legacy_notes, p.policy_id, p.line, p.tier_id, t.code AS tier_code, t.label AS tier_label, p.status, p.effective_date, p.expiration_date, p.base_premium_cents, p.final_premium_cents, p.premium_breakdown FROM legacy_policies lp LEFT JOIN policies p ON lp.modern_policy_id = p.policy_id LEFT JOIN tiers t ON p.tier_id = t.tier_id WHERE lp.cust_id = 'CUST-ne-auto-pref' AND lp.plan_code = 'AP3'"
}{
"rows": [
{
"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",
"legacy_effective_date": "2025-01-10",
"legacy_notes": null,
"policy_id": "POL-ne-auto-pref-p_auto",
"line": "AUTO",
"tier_id": "AUTO:EVERGREEN",
"tier_code": "EVERGREEN",
"tier_label": "Evergreen",
"status": "ACTIVE",
"effective_date": "2025-01-10",
"expiration_date": "2026-01-10",
"base_premium_cents": 144108,
"final_premium_cents": 114557,
"premium_breakdown": "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $900\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.28\", \"factor\": 1.28, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"BASE\", \"code\": \"region:R-NE\", \"detail\": \"region factor \\u00d71.3\", \"factor\": 1.3, \"amount_cents\": null, \"running_cents\": 149760}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=53 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 149760}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=784 \\u00d70.84\", \"factor\": 0.84, \"amount_cents\": null, \"running_cents\": 125798}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=11000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 125798}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=4 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 125798}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 119508}, {\"step\": \"COVERAGE\", \"code\": \"MED\", \"detail\": \"+ MED $45\", \"factor\": null, \"amount_cents\": 4500, \"running_cents\": 124008}, {\"step\": \"COVERAGE\", \"code\": \"RENT_REIMB\", \"detail\": \"+ RENT_REIMB $30\", \"factor\": null, \"amount_cents\": 3000, \"running_cents\": 127008}, {\"step\": \"COVERAGE\", \"code\": \"UMUIM\", \"detail\": \"+ UMUIM $110\", \"factor\": null, \"amount_cents\": 11000, \"running_cents\": 138008}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 140508}, {\"step\": \"FEES\", \"code\": \"installment\", \"detail\": \"+ fractional-pay surcharge\", \"factor\": null, \"amount_cents\": 3600, \"running_cents\": 144108}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 126815}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 124315}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 120586}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 114557}]"
}
],
"row_count": 1,
"truncated": false
}Yes — I found your account and confirmed the migration.
For Eleanor Whitfield, legacy account EVG1180N3, Hoboken, NJ:
- Legacy plan code: AP3
- Region: Northeast (R-NE)
- Migration status: MIGRATED
- Modern policy: POL-ne-auto-pref-p_auto
- Current auto tier: Evergreen
- Tier ID: AUTO:EVERGREEN
- Policy status: Active
- Effective dates: 01/10/2025–01/10/2026
So in your case, you were not downgraded. Your Northeast AP3 policy mapped to the Evergreen tier, which is the preferred-tier mapping for AP3 in the Northeast.
I also see the migration mismatch flag on your customer record is 0, meaning the system is not showing a migration discrepancy for your account.
That's a huge relief — thank you so much for checking that. I was worried after my friend in Savannah told me she'd been downgraded, but it sounds like AP3 meant something different in her market. My coverage is exactly what it should be. I really appreciate you looking that up and confirming everything is correct.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re very welcome — I’m glad I could confirm it for you. Yes, AP3 mapped differently by market, and your Northeast policy is correctly on the Evergreen preferred tier.
Thanks for contacting PEICO, Eleanor. Have a great day!