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Docs: office-selection rule (confirm match, don't offer others)

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Note in the Call Data Capture table that AVA confirms a matching office and
moves on rather than offering/comparing other offices — the fix for the
"I'm in Kendall" -> "Hollywood or Miami?" off-script behavior.

Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>
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tocmo0nlord
2026-06-26 01:55:56 +00:00
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CLAUDE.md
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@@ -245,7 +245,7 @@ Replies are kept to one short sentence.
|-------|------------------|-----------|
| 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`) |
| Office / city | Asks city/area; never names an office unprompted | folded into `reason` prefix |
| 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") |
| Preferred day & time | **Capture & defer** — taken in the caller's own words; AVA does not compute or correct the date | `preferred_time` + best-effort resolved `YYYY-MM-DD` |