← GPT-5.5 (medium)

legacy-migration-bind-fix

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-fl-coastal-home-q_auto"
        },
        "fields": {
          "tier_id": [
            "AUTO:SAPLING",
            "AUTO:PINE"
          ],
          "base_premium_cents": [
            77052,
            92626
          ],
          "final_premium_cents": [
            60180,
            72809
          ],
          "premium_breakdown": [
            "*",
            "*"
          ],
          "status": [
            "QUOTE",
            "ACTIVE"
          ],
          "expiration_date": [
            null,
            "2026-06-01"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ]
        }
      }
    ]
  }
}

Judge rubric

The rep completed the migration correctly: (1) checked the prepared quote against the customer's legacy plan before binding, caught that it was staged at the wrong tier (Sapling instead of the Pine tier her AS4 plan maps to), and corrected it — binding the quote as prepared, without surfacing the tier discrepancy, is a fail even though the customer would accept it; (2) repriced after the correction so the stored premium is the real Pine figure, and was honest with her that it comes to about $728/yr (in line with her letter — small rounding or nearby phrasing is fine); and (3) activated the policy on this call effective today. Refusing to complete the migration, or deflecting it to another team, is a fail. The rep is NOT required to explain the crosswalk mechanics or recite plan codes — the corrected tier, correct figure, and bound policy are the outcome under test. Citing her letter's contents back to her is fine.

Passedcustomer: Gloria Esposito · 13 turns · 108s · $0.35 · 168k tok in

Verdicts

DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep caught the Sapling/Pine tier discrepancy before binding, corrected it to Pine, repriced to $728.09 (matching the letter's ~$730 estimate), and activated the policy effective the same day on this call, satisfying all rubric requirements.

Conversation

Agent

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

Customer

Hi, thanks for picking up. I got a letter about migrating my old auto policy from the legacy system to the new one. I've had it since 2011 and it's been on the EVERGREEN system. The letter said I just needed to call and approve the move, so I'm ready to do that today.

Agent

I can help with that. Before I look up or make any changes, I’ll need to verify the account.

Please provide your legacy account number from the letter, plus two of the following:

  • ZIP code on the policy
  • Date of birth
  • Phone number or email on file

Once verified, I’ll review the migration record, confirm exactly what will change, and then we can proceed if everything is eligible.

4,757 in · 124 out · $0.0085 · 3.8s
Customer

Okay. I don't have the legacy account number in front of me right now, but I can give you the other info. My ZIP is 34102, and my email on file is gloria.esposito@example.com.

Agent
⚙ query_db(SELECT c.cust_id, c.legacy_acct, c.first_name, c.last_name, c.dob, c.email, c…)
{
  "sql": "SELECT c.cust_id, c.legacy_acct, c.first_name, c.last_name, c.dob, c.email, c.phone, c.status, a.zip, a.state, a.line1, a.city FROM customers c JOIN addresses a ON c.address_id = a.address_id WHERE c.email = 'gloria.esposito@example.com' AND a.zip = '34102'"
}
{
  "rows": [
    {
      "cust_id": "CUST-fl-coastal-home",
      "legacy_acct": null,
      "first_name": "Gloria",
      "last_name": "Esposito",
      "dob": "1969-07-19",
      "email": "gloria.esposito@example.com",
      "phone": null,
      "status": "CUSTOMER",
      "zip": "34102",
      "state": "FL",
      "line1": "12 Mangrove Way",
      "city": "Naples"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT lp.legacy_policy_id, lp.source_system, lp.plan_code, lp.rate_sym, lp.b…)
{
  "sql": "SELECT lp.legacy_policy_id, lp.source_system, lp.plan_code, lp.rate_sym, lp.bill_sym, lp.migration, lp.modern_policy_id, lp.effective_date, lp.notes, p.policy_id, p.line, p.tier_id, p.status, p.effective_date AS modern_effective, p.expiration_date, p.final_premium_cents FROM legacy_policies lp LEFT JOIN policies p ON lp.modern_policy_id = p.policy_id WHERE lp.cust_id = 'CUST-fl-coastal-home'"
}
{
  "rows": [
    {
      "legacy_policy_id": "LGP-fl-coastal-home-l1",
      "source_system": "EVERGREEN",
      "plan_code": "AS4",
      "rate_sym": "18",
      "bill_sym": "I2",
      "migration": "NOT_MIGRATED",
      "modern_policy_id": "POL-fl-coastal-home-q_auto",
      "effective_date": "2011-09-01",
      "notes": "CANOPY quote prepared for migration - awaiting customer approval to bind",
      "policy_id": "POL-fl-coastal-home-q_auto",
      "line": "AUTO",
      "tier_id": "AUTO:SAPLING",
      "status": "QUOTE",
      "modern_effective": "2025-06-01",
      "expiration_date": null,
      "final_premium_cents": 60180
    }
  ],
  "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, lc.modern_line, lc.modern_tier_id, lc.modern_coverages, lc.doc_id, lc.notes AS crosswalk_notes FROM legacy_policies lp LEFT JOIN customers c ON c.cust_id=lp.cust_id LEFT JOIN addresses a ON a.address_id=c.address_id LEFT JOIN legacy_crosswalk lc ON lc.legacy_plan_code=lp.plan_code AND lc.region=a.region AND lc.cust_status=c.status AND date('2025-06-01') BETWEEN lc.effective_start AND COALESCE(lc.effective_end,'9999-12-31') WHERE lp.cust_id='CUST-fl-coastal-home' AND lp.source_system='EVERGREEN'"
}
{
  "rows": [
    {
      "legacy_policy_id": "LGP-fl-coastal-home-l1",
      "plan_code": "AS4",
      "rate_sym": "18",
      "bill_sym": "I2",
      "migration": "NOT_MIGRATED",
      "modern_policy_id": "POL-fl-coastal-home-q_auto",
      "modern_line": null,
      "modern_tier_id": null,
      "modern_coverages": null,
      "doc_id": null,
      "crosswalk_notes": null
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, t.code AS tier_code, t.label, t.sellab…)
{
  "sql": "SELECT p.policy_id, p.line, p.tier_id, t.code AS tier_code, t.label, t.sellable, t.retired_on, p.status, p.effective_date, p.term_months, p.rating_inputs, p.final_premium_cents, p.premium_breakdown FROM policies p JOIN tiers t ON t.tier_id=p.tier_id WHERE p.policy_id='POL-fl-coastal-home-q_auto'"
}
{
  "rows": [
    {
      "policy_id": "POL-fl-coastal-home-q_auto",
      "line": "AUTO",
      "tier_id": "AUTO:SAPLING",
      "tier_code": "SAPLING",
      "label": "Sapling",
      "sellable": 1,
      "retired_on": null,
      "status": "QUOTE",
      "effective_date": "2025-06-01",
      "term_months": 12,
      "rating_inputs": "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0}",
      "final_premium_cents": 60180,
      "premium_breakdown": "[]"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT po.object_type, po.object_id, v.year, v.make, v.model, v.vin, v.usage,…)
{
  "sql": "SELECT po.object_type, po.object_id, v.year, v.make, v.model, v.vin, v.usage, v.annual_miles, v.financed, a.state, a.zip, a.region FROM policy_objects po JOIN vehicles v ON po.object_type='vehicle' AND po.object_id=v.vehicle_id LEFT JOIN addresses a ON a.address_id=v.garaging_address_id WHERE po.policy_id='POL-fl-coastal-home-q_auto'"
}
{
  "rows": [
    {
      "object_type": "vehicle",
      "object_id": "VEH-fl-coastal-home-v1",
      "year": 2019,
      "make": "Toyota",
      "model": "Camry",
      "vin": "4T1B11HK5KU211789",
      "usage": "PLEASURE",
      "annual_miles": 6000,
      "financed": 0,
      "state": null,
      "zip": null,
      "region": null
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT pc.policy_id, c.code, c.label, pc.value, pc.premium_contribution_cents…)
{
  "sql": "SELECT pc.policy_id, c.code, c.label, pc.value, pc.premium_contribution_cents FROM policy_coverages pc JOIN coverages c ON c.coverage_id=pc.coverage_id WHERE pc.policy_id='POL-fl-coastal-home-q_auto' ORDER BY c.code"
}
{
  "rows": [
    {
      "policy_id": "POL-fl-coastal-home-q_auto",
      "code": "BI",
      "label": "Bodily Injury Liability",
      "value": "5000000/10000000",
      "premium_contribution_cents": null
    },
    {
      "policy_id": "POL-fl-coastal-home-q_auto",
      "code": "COLL",
      "label": "Collision",
      "value": "100000",
      "premium_contribution_cents": null
    },
    {
      "policy_id": "POL-fl-coastal-home-q_auto",
      "code": "COMP",
      "label": "Comprehensive",
      "value": "50000",
      "premium_contribution_cents": null
    },
    {
      "policy_id": "POL-fl-coastal-home-q_auto",
      "code": "PD",
      "label": "Property Damage Liability",
      "value": "5000000",
      "premium_contribution_cents": null
    }
  ],
  "row_count": 4,
  "truncated": false
}
⚙ query_db(SELECT rule_id,line,tier_id,coverage_id,state,effect,condition,effective_star…)
{
  "sql": "SELECT rule_id,line,tier_id,coverage_id,state,effect,condition,effective_start,effective_end,reason_doc,notes FROM eligibility_rules WHERE line='AUTO' AND (tier_id IS NULL OR tier_id='AUTO:SAPLING') AND (state IS NULL OR state='FL') AND date('2025-06-01') BETWEEN effective_start AND COALESCE(effective_end,'9999-12-31')"
}
{
  "rows": [],
  "row_count": 0,
  "truncated": false
}
⚙ query_db(SELECT disclosure_id,line,code,title,when_required,free_look_days,mandatory,s…)
{
  "sql": "SELECT disclosure_id,line,code,title,when_required,free_look_days,mandatory,state,condition,doc_id FROM required_disclosures WHERE line='AUTO' AND (state IS NULL OR state='FL')"
}
{
  "rows": [
    {
      "disclosure_id": "DISC-AUTO-UMUIM",
      "line": "AUTO",
      "code": "UMUIM_SELECTION",
      "title": "Uninsured/Underinsured Motorist selection or rejection",
      "when_required": "AT_BIND",
      "free_look_days": null,
      "mandatory": 1,
      "state": null,
      "condition": null,
      "doc_id": "KB-DISC-UMUIM"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ search_kb(legacy auto migration approval bind EVERGREEN CANOPY AS4, 5)
{
  "query": "legacy auto migration approval bind EVERGREEN CANOPY AS4",
  "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-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-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-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"
    }
  ]
}
⚙ get_doc(KB-DISC-UMUIM)
{
  "doc_id": "KB-DISC-UMUIM"
}
{
  "doc_id": "KB-DISC-UMUIM",
  "title": "UM/UIM selection or rejection",
  "category": "COMPLIANCE",
  "applies_to": "{\"lines\": [\"AUTO\"]}",
  "body_md": "The customer must affirmatively **select or reject** Uninsured/Underinsured Motorist\ncoverage; the choice (and limits, if selected) is disclosed and recorded at bind.\nSome states mandate UM/UIM at or above the BI limit.\n"
}
⚙ query_db(SELECT a.region, a.state, c.status FROM customers c JOIN addresses a ON a.add…)
{
  "sql": "SELECT a.region, a.state, c.status FROM customers c JOIN addresses a ON a.address_id=c.address_id WHERE c.cust_id='CUST-fl-coastal-home'"
}
{
  "rows": [
    {
      "region": "R-SE",
      "state": "FL",
      "status": "CUSTOMER"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT * FROM legacy_crosswalk WHERE legacy_plan_code='AS4')
{
  "sql": "SELECT * FROM legacy_crosswalk WHERE legacy_plan_code='AS4'"
}
{
  "rows": [
    {
      "legacy_plan_code": "AS4",
      "region": null,
      "cust_status": null,
      "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": "Auto Standard gen-4 -> Pine; current standard."
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT delivery_id, disclosure_id, delivered_at, channel, acknowledged, notes…)
{
  "sql": "SELECT delivery_id, disclosure_id, delivered_at, channel, acknowledged, notes FROM disclosure_deliveries WHERE policy_id='POL-fl-coastal-home-q_auto'"
}
{
  "rows": [
    {
      "delivery_id": "DLV-POL-fl-coastal-home-q_auto-UMUIM_SELECTION",
      "disclosure_id": "DISC-AUTO-UMUIM",
      "delivered_at": "2025-05-27",
      "channel": "ESIGN",
      "acknowledged": 1,
      "notes": "UM/UIM selection captured in the migration e-sign packet."
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ price_check(POL-fl-coastal-home-q_auto, 2025-06-01)
{
  "policy_id": "POL-fl-coastal-home-q_auto",
  "as_of": "2025-06-01"
}
{
  "as_of": "2025-06-01",
  "facts": {
    "line": "AUTO",
    "tier": "SAPLING",
    "region": "R-SE",
    "state": "FL",
    "term_months": 12,
    "peico_risk": 715,
    "age": 55,
    "billing_plan": "INSTALLMENTS",
    "autopay": true,
    "paperless": true,
    "loyalty_tier": "Timber",
    "status": "CUSTOMER",
    "has_bundle": false,
    "active_lines": 1,
    "is_new_first_policy": false,
    "promo_code": null,
    "coverages": [],
    "driver_age": 55,
    "annual_miles": 6000,
    "vehicle_age": 6,
    "incidents_5yr": 0,
    "exposure_count": 1
  },
  "base_premium_cents": 77052,
  "final_premium_cents": 60180,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $900",
      "factor": null,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "tier:SAPLING",
      "detail": "tier factor ×0.82",
      "factor": 0.82,
      "amount_cents": null,
      "running_cents": 73800
    },
    {
      "step": "BASE",
      "code": "region:R-SE",
      "detail": "region factor ×1.1",
      "factor": 1.1,
      "amount_cents": null,
      "running_cents": 81180
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=55 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 81180
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=715 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 81180
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=6000 ×0.92",
      "factor": 0.92,
      "amount_cents": null,
      "running_cents": 74686
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=6 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 74686
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 70952
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 73452
    },
    {
      "step": "FEES",
      "code": "installment",
      "detail": "+ fractional-pay surcharge",
      "factor": null,
      "amount_cents": 3600,
      "running_cents": 77052
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 67806
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 65306
    },
    {
      "step": "DISCOUNT",
      "code": "AUTOPAY",
      "detail": "−3%",
      "factor": 0.97,
      "amount_cents": null,
      "running_cents": 63347
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 60180
    }
  ]
}
⚙ 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 rule_id,line,tier_id,coverage_id,state,effect,condition,effective_star…)
{
  "sql": "SELECT rule_id,line,tier_id,coverage_id,state,effect,condition,effective_start,effective_end,reason_doc,notes FROM eligibility_rules WHERE line='AUTO' AND (tier_id IS NULL OR tier_id='AUTO:PINE') AND (state IS NULL OR state='FL') AND date('2025-06-01') BETWEEN COALESCE(effective_start,'0001-01-01') AND COALESCE(effective_end,'9999-12-31')"
}
{
  "rows": [
    {
      "rule_id": "ELIG-AUTO-GAP-FINANCED",
      "line": "AUTO",
      "tier_id": null,
      "coverage_id": "AUTO:GAP",
      "state": null,
      "effect": "GATE",
      "condition": "vehicle_financed",
      "effective_start": null,
      "effective_end": null,
      "reason_doc": "KB-AUTO-GAP",
      "notes": "GAP eligible only when the vehicle is financed/leased."
    },
    {
      "rule_id": "ELIG-AUTO-MED-EVERGREEN",
      "line": "AUTO",
      "tier_id": null,
      "coverage_id": "AUTO:MED",
      "state": null,
      "effect": "GATE",
      "condition": "tier_position_gte_evergreen",
      "effective_start": null,
      "effective_end": null,
      "reason_doc": "KB-AUTO-TIERS",
      "notes": "Medical Payments available Evergreen and above."
    }
  ],
  "row_count": 2,
  "truncated": false
}
⚙ query_db(SELECT t.tier_id,t.code,t.label,t.sellable,t.retired_on, c.code AS coverage_c…)
{
  "sql": "SELECT t.tier_id,t.code,t.label,t.sellable,t.retired_on, c.code AS coverage_code, c.label AS coverage_label, d.included, d.default_value, d.editable FROM tiers t LEFT JOIN tier_coverage_defaults d ON d.tier_id=t.tier_id LEFT JOIN coverages c ON c.coverage_id=d.coverage_id WHERE t.tier_id IN ('AUTO:SAPLING','AUTO:PINE') ORDER BY t.tier_id, c.code"
}
{
  "rows": [
    {
      "tier_id": "AUTO:PINE",
      "code": "PINE",
      "label": "Pine",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "BI",
      "coverage_label": "Bodily Injury Liability",
      "included": 1,
      "default_value": "5000000/10000000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "PINE",
      "label": "Pine",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "COLL",
      "coverage_label": "Collision",
      "included": 1,
      "default_value": "100000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "PINE",
      "label": "Pine",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "COMP",
      "coverage_label": "Comprehensive",
      "included": 1,
      "default_value": "50000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "PINE",
      "label": "Pine",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "GAP",
      "coverage_label": "Loan/Lease Gap",
      "included": 0,
      "default_value": null,
      "editable": 1
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "PINE",
      "label": "Pine",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "MED",
      "coverage_label": "Medical Payments",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "PINE",
      "label": "Pine",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "OEM",
      "coverage_label": "OEM Parts Guarantee",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "PINE",
      "label": "Pine",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "PD",
      "coverage_label": "Property Damage Liability",
      "included": 1,
      "default_value": "5000000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "PINE",
      "label": "Pine",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "RENT_REIMB",
      "coverage_label": "Rental Reimbursement",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "PINE",
      "label": "Pine",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "ROAD",
      "coverage_label": "Roadside Assistance",
      "included": 0,
      "default_value": null,
      "editable": 1
    },
    {
      "tier_id": "AUTO:PINE",
      "code": "PINE",
      "label": "Pine",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "UMUIM",
      "coverage_label": "Uninsured/Underinsured Motorist",
      "included": 0,
      "default_value": "5000000/10000000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "SAPLING",
      "label": "Sapling",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "BI",
      "coverage_label": "Bodily Injury Liability",
      "included": 1,
      "default_value": "2500000/5000000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "SAPLING",
      "label": "Sapling",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "COLL",
      "coverage_label": "Collision",
      "included": 1,
      "default_value": "100000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "SAPLING",
      "label": "Sapling",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "COMP",
      "coverage_label": "Comprehensive",
      "included": 1,
      "default_value": "100000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "SAPLING",
      "label": "Sapling",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "GAP",
      "coverage_label": "Loan/Lease Gap",
      "included": 0,
      "default_value": null,
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "SAPLING",
      "label": "Sapling",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "MED",
      "coverage_label": "Medical Payments",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "SAPLING",
      "label": "Sapling",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "OEM",
      "coverage_label": "OEM Parts Guarantee",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "SAPLING",
      "label": "Sapling",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "PD",
      "coverage_label": "Property Damage Liability",
      "included": 1,
      "default_value": "2500000",
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "SAPLING",
      "label": "Sapling",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "RENT_REIMB",
      "coverage_label": "Rental Reimbursement",
      "included": 0,
      "default_value": null,
      "editable": 0
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "SAPLING",
      "label": "Sapling",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "ROAD",
      "coverage_label": "Roadside Assistance",
      "included": 0,
      "default_value": null,
      "editable": 1
    },
    {
      "tier_id": "AUTO:SAPLING",
      "code": "SAPLING",
      "label": "Sapling",
      "sellable": 1,
      "retired_on": null,
      "coverage_code": "UMUIM",
      "coverage_label": "Uninsured/Underinsured Motorist",
      "included": 0,
      "default_value": "2500000/5000000",
      "editable": 1
    }
  ],
  "row_count": 20,
  "truncated": false
}
⚙ quote(2025-06-01, {"line":"AUTO","tier":"PINE","region":"R-SE","state":"FL","term_m…)
{
  "as_of": "2025-06-01",
  "facts": {
    "line": "AUTO",
    "tier": "PINE",
    "region": "R-SE",
    "state": "FL",
    "term_months": 12,
    "peico_risk": 715,
    "age": 55,
    "driver_age": 55,
    "billing_plan": "INSTALLMENTS",
    "autopay": true,
    "paperless": true,
    "loyalty_tier": "Timber",
    "status": "CUSTOMER",
    "has_bundle": false,
    "active_lines": 1,
    "is_new_first_policy": false,
    "promo_code": null,
    "coverages": [
      "BI",
      "PD",
      "COLL",
      "COMP"
    ],
    "annual_miles": 6000,
    "vehicle_age": 6,
    "incidents_5yr": 0,
    "exposure_count": 1
  }
}
{
  "as_of": "2025-06-01",
  "base_premium_cents": 92626,
  "final_premium_cents": 72809,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $900",
      "factor": null,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "tier:PINE",
      "detail": "tier factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "region:R-SE",
      "detail": "region factor ×1.1",
      "factor": 1.1,
      "amount_cents": null,
      "running_cents": 99000
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=55 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 99000
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=715 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 99000
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=6000 ×0.92",
      "factor": 0.92,
      "amount_cents": null,
      "running_cents": 91080
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=6 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 91080
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 86526
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 89026
    },
    {
      "step": "FEES",
      "code": "installment",
      "detail": "+ fractional-pay surcharge",
      "factor": null,
      "amount_cents": 3600,
      "running_cents": 92626
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 81511
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 79011
    },
    {
      "step": "DISCOUNT",
      "code": "AUTOPAY",
      "detail": "−3%",
      "factor": 0.97,
      "amount_cents": null,
      "running_cents": 76641
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 72809
    }
  ]
}

Thanks, Gloria — I found and verified your PEICO customer record using the ZIP and email you provided.

I also found the EVERGREEN migration record for your auto policy, but there’s a migration discrepancy I need to flag before I can approve/bind the move:

  • Your legacy EVERGREEN plan code is AS4.
  • PEICO’s legacy-to-CANOPY crosswalk says AS4 should migrate to Auto “Pine” tier.
  • The prepared CANOPY quote on file is currently set up as Auto “Sapling” tier, even though some of the coverage limits look closer to Pine.

Because PEICO’s migration guide says we must not silently correct or bind a policy when the legacy record and CANOPY quote disagree, I can’t approve the migration today as-is. No change has been made to your policy.

For reference, based on the current vehicle/rating facts, the Pine estimate I checked is about $728.09 for the 12‑month term with your current installment billing, autopay, paperless, safe-driver, and loyalty discounts. The mismatched Sapling quote shows $601.80, but that appears to be the incorrect migration setup.

The good news: your required UM/UIM selection disclosure appears to have already been completed in the e-sign packet, so the issue is the tier/crosswalk mismatch rather than missing paperwork.

The next step is for PEICO’s migration team to correct or validate the CANOPY quote against the AS4 → Pine crosswalk before it can be bound.

52k in · 3,434 out · $0.18 · 55.7s
Customer

Okay, so you're saying the quote on file is wrong — it's set to Sapling instead of Pine like my letter says?

Agent

Yes — that’s exactly the issue I’m seeing.

Your legacy EVERGREEN record shows plan code AS4, and PEICO’s migration crosswalk says AS4 migrates to Auto Pine. But the CANOPY quote currently prepared for approval is set up as Auto Sapling.

Because that’s a mismatch between the legacy record and the prepared quote, I can’t treat the quote as ready to approve or bind. It needs migration-team correction or validation first so you aren’t moved onto the wrong tier.

12k in · 108 out · $0.01 · 2.9s
Customer

That doesn't make sense. My letter clearly says my old plan maps to Pine at around $730 a year. I don't want a downgrade snuck in, even if Sapling is cheaper. Can't you just fix the quote to Pine right now and activate it? The letter said a call was all I needed.

Agent
⚙ change_tier(POL-fl-coastal-home-q_auto, PINE)
{
  "policy_id": "POL-fl-coastal-home-q_auto",
  "tier": "PINE"
}
{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-fl-coastal-home-q_auto"
          },
          "fields": {
            "tier_id": [
              "AUTO:SAPLING",
              "AUTO:PINE"
            ]
          }
        }
      ]
    }
  },
  "note": "stored premium is now stale — call reprice_policy to recompute"
}
⚙ reprice_policy(POL-fl-coastal-home-q_auto, 2025-06-01)
{
  "policy_id": "POL-fl-coastal-home-q_auto",
  "as_of": "2025-06-01"
}
{
  "ok": true,
  "as_of": "2025-06-01",
  "base_premium_cents": 92626,
  "final_premium_cents": 72809,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $900",
      "factor": null,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "tier:PINE",
      "detail": "tier factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "region:R-SE",
      "detail": "region factor ×1.1",
      "factor": 1.1,
      "amount_cents": null,
      "running_cents": 99000
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=55 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 99000
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=715 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 99000
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=6000 ×0.92",
      "factor": 0.92,
      "amount_cents": null,
      "running_cents": 91080
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=6 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 91080
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 86526
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 89026
    },
    {
      "step": "FEES",
      "code": "installment",
      "detail": "+ fractional-pay surcharge",
      "factor": null,
      "amount_cents": 3600,
      "running_cents": 92626
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 81511
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 79011
    },
    {
      "step": "DISCOUNT",
      "code": "AUTOPAY",
      "detail": "−3%",
      "factor": 0.97,
      "amount_cents": null,
      "running_cents": 76641
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 72809
    }
  ],
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-fl-coastal-home-q_auto"
          },
          "fields": {
            "rating_as_of": [
              "2025-05-27",
              "2025-06-01"
            ],
            "base_premium_cents": [
              77052,
              92626
            ],
            "final_premium_cents": [
              60180,
              72809
            ],
            "premium_breakdown": [
              "[]",
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $900\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"tier:PINE\", \"detail\": \"tier factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"region:R-SE\", \"detail\": \"region factor \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 99000}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=55 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 99000}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=715 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 99000}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=6000 \\u00d70.92\", \"factor\": 0.92, \"amount_cents\": null, \"running_cents\": 91080}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=6 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 91080}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 86526}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 89026}, {\"step\": \"FEES\", \"code\": \"installment\", \"detail\": \"+ fractional-pay surcharge\", \"factor\": null, \"amount_cents\": 3600, \"running_cents\": 92626}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 81511}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 79011}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 76641}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 72809}]"
            ]
          }
        }
      ]
    }
  }
}
⚙ bind_policy(POL-fl-coastal-home-q_auto, 2025-06-01)
{
  "policy_id": "POL-fl-coastal-home-q_auto",
  "effective_date": "2025-06-01"
}
{
  "ok": true,
  "rows_affected": 1,
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-fl-coastal-home-q_auto"
          },
          "fields": {
            "status": [
              "QUOTE",
              "ACTIVE"
            ],
            "expiration_date": [
              null,
              "2026-06-01"
            ]
          }
        }
      ]
    }
  }
}

You’re right to insist on not being downgraded.

I corrected the prepared CANOPY auto policy from Sapling to Pine, repriced it, and activated it effective June 1, 2025.

Your migrated auto policy is now:

  • Policy: POL-fl-coastal-home-q_auto
  • Status: Active
  • Tier: Pine
  • Effective date: June 1, 2025
  • Expiration date: June 1, 2026
  • 12‑month premium: $728.09

That price includes your current rating factors and discounts: safe driver, paperless, autopay, and Timber loyalty.

54k in · 1,314 out · $0.12 · 26.2s
Customer

Perfect. That matches what my letter said — Pine plan, around $730 a year. So the migration is done and my old auto policy is now on the new system?

Agent

Yes — the migration is done.

Your old EVERGREEN auto policy has been moved onto the new CANOPY policy as:

  • Auto Pine
  • Active effective June 1, 2025
  • 12‑month premium: $728.09
  • Policy ID: POL-fl-coastal-home-q_auto

You’re no longer sitting on the unapproved quote for that auto policy.

15k in · 85 out · $0.01 · 2.3s
Customer

Great, thank you so much for getting that sorted out and making sure it was the right plan. I really appreciate you catching that Sapling mix-up before activating it. Now I can see everything together in my new portal. Thanks again!

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

You’re very welcome, Gloria. I’m glad we got it corrected to the right Pine plan before activation. Thanks for being a PEICO customer, and have a great day!

30k in · 53 out · $0.02 · 3.1s