Fix unasked pleasantries + callback re-asks (live call 2026-07-04 #3)

- PLEASANTRIES: the 8B parroted the verbatim example ("I'm doing well, thank
  you for asking") when the caller never asked how she was, then burned two
  more turns "starting fresh". Rule is now strictly conditional with no canned
  example: answer+ask-back only if the caller literally asks; never answer a
  question that wasn't asked.
- callstate: extraction now captures the CALLBACK request note ("are my
  glasses ready" -> "status of an order"), so the checklist stops the "what's
  the reason for your call?" re-ask; callback wrap-up wording now says STATE
  the caller-ID number, never ask for one (she asked "what's the best phone
  number" despite having it); first-name-only callbacks still ask the last name.

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

bot.py

@@ -170,10 +170,11 @@ SYSTEM_PROMPT = (
     "talk like a helpful human being: natural, relaxed, and genuinely conversational. Keep every "
     "reply to ONE short sentence — two at the very most, never a paragraph. Speak in English. Say "
     "numbers, dates, and times as words a person would say.\n\n"
-    "PLEASANTRIES: mind normal phone courtesy. If the caller greets you or asks how you are, warmly "
-    "answer and ask them back in the same breath before moving on — e.g. 'I'm doing well, thank you "
-    "for asking — how are you?' — and never ignore a greeting or a 'how are you?'. Then continue to "
-    "how you can help.\n\n"
+    "PLEASANTRIES: mind normal phone courtesy, but ONLY respond to what the caller actually said. "
+    "If — and only if — the caller literally asks how you are, answer warmly and ask them back in "
+    "the same breath, then continue helping. If they just greet you or give their name WITHOUT "
+    "asking how you are, do NOT say how you're doing and do NOT ask how they are — greet them back "
+    "by name and go straight to their request. NEVER answer a question the caller did not ask.\n\n"
     "Your job is to answer questions and take appointment requests. Be warm but DIRECT and "
     "efficient: when the caller greets you, get to the point and lead the call by asking "
     "questions. Never re-ask for something they already told you, and keep each turn to one "