Set AGENT_NAME_SPOKEN=Eva (example) and document name/phone behaviour

- .env.example: add AGENT_NAME_SPOKEN=Eva.
- CLAUDE.md: note the agent-name respelling (AVA -> Eva, "EE-vuh"), that the
  caller-ID is injected pre-spelled (model mangles raw digits), and that the
  phone is confirmed near the END of the call, not led with.

(.env itself is gitignored; AGENT_NAME_SPOKEN=Eva set there and live.)

Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>

.env.example

@@ -55,5 +55,7 @@ KOKORO_MODEL_DIR=/home/tocmo0nlord/pipecat-run/models
 
 # ── Call behaviour ───────────────────────────────────────────────────────────
 AGENT_NAME=AVA
+# How the name is SPOKEN (TTS only; logs/Odoo keep AGENT_NAME). "Eva" -> "EE-vuh".
+AGENT_NAME_SPOKEN=Eva
 # Grace pause after the goodbye before the carrier leg is dropped (seconds).
 HANGUP_DELAY_SECS=4.0

CLAUDE.md

@@ -66,8 +66,15 @@ raw digit strings as cardinals with symbols spoken aloud ("983-4969" → "nine h
 eighty-three dash forty-nine sixty-nine"). This subclass normalizes the text in `run_tts`
 (which receives the full sentence) so US phone numbers and 4–5 digit runs (street numbers,
 zips) are spoken one digit at a time — country code dropped, no "dash"/parens; dates and
-times left natural ("Monday the fifth", "three thirty"). Deterministic, so it's robust to
-whatever the model emits. Keep it. `tts_normalize()` holds the rules.
+times left natural ("Monday the fifth", "three thirty"). It also respells the all-caps agent
+name to `AGENT_NAME_SPOKEN` (Kokoro reads "AVA" as "A-V-A"; set to "Eva" so it says
+"EE-vuh"). Deterministic, so it's robust to whatever the model emits. Keep it.
+`tts_normalize()` holds the rules.
+
+> Note: don't rely on the model to read raw digits — it mangles them (it emitted
+> "197-three five seven three…" once). The caller-ID is injected into the prompt **already
+> spelled out** so AVA just repeats clean words; `tts_normalize` is the backstop for any
+> other numbers.
 
 ---
 
@@ -215,6 +222,7 @@ STREAM_TOKEN=
 
 # Call behaviour
 AGENT_NAME=AVA
+AGENT_NAME_SPOKEN=Eva      # how the name is pronounced in TTS (logs/Odoo keep AGENT_NAME)
 HANGUP_DELAY_SECS=4.0      # grace pause after the goodbye before dropping the carrier leg
 ENABLE_TOOLS=
 VAD_CONFIDENCE=0.5
@@ -244,7 +252,7 @@ Replies are kept to one short sentence.
 | Field | In-call behavior | Logged as |
 |-------|------------------|-----------|
 | Full name | Asks for last name if only a first is given | `patient_name` / lead `contact_name` |
-| Phone | Reads back the caller-ID number; if the caller declines, uses the number they give | `callback_number` (+ `phone_confirmed`) |
+| Phone | Confirmed **near the end** (not led with); reads back the caller-ID — injected pre-spelled so it's said digit-by-digit — and if the caller declines, uses the number they give | `callback_number` (+ `phone_confirmed`) |
 | Office / city | Asks city/area; when the caller names a place that matches an office, **confirms that office and moves on** — never offers/compares other offices or asks them to choose; names the nearest only if nothing matches | folded into `reason` prefix |
 | Reason | Captured from the conversation | `reason` |
 | Insurance | **Log only** — asks the plan, never promises/confirms/denies coverage or treatment (even a listed plan); staff verify on callback | `insurance` (note: "log only — staff to verify") |