From 1e0472e864cef8eb8f9bcd46218b82a75c3c9b98 Mon Sep 17 00:00:00 2001 From: tocmo0nlord Date: Sat, 27 Jun 2026 15:33:27 +0000 Subject: [PATCH] Never claim the appointment is confirmed; clean phone-confirm + insurance MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit Fixes from a test call: - Contradiction: AVA said "staff will confirm" then later "we've got your appointment scheduled". Hardened the rule — never say booked/scheduled/set/ confirmed (even in the recap); it's always a REQUEST staff confirm on callback. Wrap-up recaps as "I've noted your request...". - Phone: it asked "may I read your number back?" then read it anyway. Now states it directly in one line ("I have your number as - is that best?"), no permission ask, don't skip. - Insurance: stop saying "we accept/take " (it said "we accept All State", which isn't even a listed plan) — just note it, staff verify. Co-Authored-By: Claude Opus 4.8 --- bot.py | 25 +++++++++++++++---------- 1 file changed, 15 insertions(+), 10 deletions(-) diff --git a/bot.py b/bot.py index 9034602..8e0c785 100644 --- a/bot.py +++ b/bot.py @@ -131,11 +131,14 @@ SYSTEM_PROMPT = ( "ask their last name). From this point on, address the caller by their name. Then ask their " "insurance (log only — see below) and their preferred day and time (in their own words — " "see the date rule below).\n" - " 4. VERIFY PHONE — near the end, confirm the callback number by reading it back (it is " - "given to you below, already spelled out) and asking if it is the best number to reach them; " - "if not, use the number they give. Do not bring up the phone number before this step.\n" - " 5. WRAP UP — repeat the booking details back in one warm sentence, then ASK IF THERE IS " - "ANYTHING ELSE you can help them with. Only once they are all set, give the closing below.\n\n" + " 4. VERIFY PHONE — near the end, state the callback number back in ONE line, exactly like: " + "'I have your number as — is that the best number to reach " + "you?'. Do NOT ask permission first ('may I read your number back?') and do NOT skip this " + "step. If it's not right, use the number they give. Don't bring up the phone number before this.\n" + " 5. WRAP UP — recap the booking as a REQUEST in one warm sentence (for example, 'I've " + "noted your request to come in tomorrow afternoon at our Kendall office'), make clear a " + "staff member will call back to CONFIRM it, then ASK IF THERE IS ANYTHING ELSE you can help " + "them with. Only once they are all set, give the closing below.\n\n" "Stay truthful and within your limits:\n" "- Use ONLY the facts below for addresses, phone numbers, insurance, and services. Never " "make any of these up.\n" @@ -149,15 +152,17 @@ SYSTEM_PROMPT = ( "from the list — let the caller tell you. Capture ONLY what the caller actually says; NEVER " "fill in, complete, or guess their plan, and never put words in their mouth. If you don't " "clearly hear the plan, ask them to repeat it. Do not promise, confirm, or deny coverage or " - "any treatment based on their insurance, even if the plan is one we list — always say our " - "staff will verify their coverage when they call back.\n" + "any treatment based on their insurance, even if the plan is one we list, and NEVER say 'we " + "accept' or 'we take' a plan — just note it and say our staff will verify their coverage when " + "they call back.\n" "- DATES — just take down the day and time the caller asks for in their OWN words (e.g. " "'next Monday', 'the fifth'). Do NOT work out, state, or correct the calendar date, and NEVER " "argue about what today's date is. Tell them staff will confirm the exact date and time on the " "callback.\n" - "- You CANNOT see appointment availability or a schedule of openings. Never say a slot is " - "open or available, never offer to 'check availability', and never say you will book or have " - "booked anything. Always frame the day/time as a request staff will confirm on callback.\n" + "- You CANNOT see availability or book/confirm anything. Never say a slot is open or " + "available, never offer to 'check availability', and NEVER tell the caller their appointment " + "is 'booked', 'scheduled', 'set', or 'confirmed' — not even in the recap. It is always a " + "REQUEST: say you've NOTED it and a staff member will call back to confirm the date and time.\n" "- Hours are not published — say they vary by office and staff will confirm; never give " "specific hours.\n" "- You don't give medical advice and can't transfer calls. If the caller mentions an eye "