Duplicate Check Flow

This document explains, at a product level, how the service handles duplicate leads when transferring between APL and AHL.

Executive Summary

The service handles duplicates differently depending on transfer direction:

Transfer direction	When duplicate is checked	What happens if duplicate exists
APL to AHL	After LMS says the lead is suitable for AHL, but before transfer	The lead may be blocked as DUPLICATE_EXISTS, or allowed if reapply is possible
AHL to APL	During transfer, after APL evaluation	The new APL lead is not transferred; the existing APL lead is reused

DUPLICATE_EXISTS is a final status. Once a transfer attempt has this status, the normal transfer flow will not continue.

Where LMS Is Used

LMS is used during check-suitability. It answers the first product question:

Is this lead suitable for transfer to the target product?

LMS does not make the final duplicate decision in both directions:

• In APL to AHL, LMS first says whether AHL transfer is suitable. If LMS allows AHL, the service then checks duplicate/reapply status.
• In AHL to APL, LMS first says whether APL transfer is suitable. The duplicate decision happens later, during transfer, when APL evaluation responds.

APL to AHL

In this direction, duplicate detection happens early, during the APL check-suitability step.

The main question is:

Does this borrower already have an AHL loan/lead, and can they reapply?

Product behavior:

• LMS is the first gate. If LMS does not allow AHL transfer, duplicate/reapply logic is not reached.
• If no duplicate exists, the lead continues through the normal AHL eligibility checks.
• If a duplicate exists but reapply is allowed, the transfer can still continue.
• If a duplicate exists and reapply is not allowed, the transfer is marked DUPLICATE_EXISTS.
• The duplicate/new AHL product interaction is inactivated so the system does not keep two active AHL records for the same borrower.
• For warm transfers, if the attempt is DUPLICATE_EXISTS, Genesys is updated with the existing AHL Salesforce lead id so the agent can work with the existing lead.

AHL to APL

In this direction, duplicate detection happens later, during the actual transfer.

The main question is:

When APL evaluates this borrower, does APL say this is a duplicate?

Product behavior:

• LMS is used before this transfer step to decide whether APL transfer is allowed.
• APL duplicate detection comes from the APL evaluation response.
• If APL returns a duplicate result, the service does not transfer the new APL product interaction.
• The new duplicate APL record is inactivated.
• The existing APL Salesforce lead is reused.
• The response marks is_duplicate_reused = true.

Status Meaning

Status	Product meaning
NEW	Transfer is eligible and has not started yet
IN_PROGRESS	Transfer is currently being processed
SUCCESS	Transfer completed successfully
FAILED	Transfer failed for a non-duplicate reason
DUPLICATE_EXISTS	Duplicate was found and normal transfer should not continue

Important Difference

APL to AHL checks duplicate status before transfer.

AHL to APL checks duplicate status during transfer, after APL evaluation.

That is why duplicates can appear at different points in the user journey depending on transfer direction.