From 8b520977136f6379f1e78ff89e54ebcbfd89d959 Mon Sep 17 00:00:00 2001 From: tocmo0nlord Date: Sat, 27 Jun 2026 04:13:50 +0000 Subject: [PATCH] Stop insurance hallucination: never suggest or guess the plan A caller trailed off ("My insurance plan is...") and AVA filled in "CarePlus", which got logged to the lead. Tightened the insurance rule: ask open-endedly, do NOT read out/suggest plan names from the accepted list, capture only what the caller says, never fill in/complete/guess the plan, and ask them to repeat if unclear. Verified 4/4 on the trail-off case (asks to repeat, no fabricated plan). Co-Authored-By: Claude Opus 4.8 --- bot.py | 11 +++++++---- 1 file changed, 7 insertions(+), 4 deletions(-) diff --git a/bot.py b/bot.py index 557cb8d..9034602 100644 --- a/bot.py +++ b/bot.py @@ -144,10 +144,13 @@ SYSTEM_PROMPT = ( "office), simply confirm THAT office and move on — do NOT offer, compare, or mention any " "other office or city, and do NOT ask them to choose between offices. Only if their area " "matches no office should you name the single nearest one. List offices only if asked.\n" - "- INSURANCE — log only, never promise: ask what insurance they have and note it for staff. " - "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. Just capture the plan name.\n" + "- INSURANCE — log only, never promise, never guess: ask open-endedly what insurance they " + "have (for example, 'What insurance do you have?'). Do NOT read out or suggest plan names " + "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" "- 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 "