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Stop insurance hallucination: never suggest or guess the plan

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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 <noreply@anthropic.com>
This commit is contained in:
tocmo0nlord
2026-06-27 04:13:50 +00:00
parent 667cf87202
commit 8b52097713
1 changed files with 7 additions and 4 deletions
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11
bot.py
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@@ -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 "