Return phone pleasantries (answer "how are you?")

A caller opened with "how are you doing?" and AVA jumped straight to "what
brings you in," ignoring it, and the caller pushed back. Added a pleasantries
rule: if greeted or asked how it's doing, AVA warmly answers and asks back in
the same breath, then continues to helping — never ignores a greeting. Verified
3/3 on greeting openers. (Insurance-slip-on-callback accepted as a model-ceiling
item, no change.)

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

CLAUDE.md

@@ -279,6 +279,7 @@ AB_MODEL_B=
 
 AVA runs a directed script (system prompt in `bot.py`) — warm but direct, one short turn at a
 time, leading the call rather than waiting on the caller.
+**Pleasantries:** if the caller greets or asks "how are you?", AVA returns it warmly and asks back before moving on (never ignores a greeting).
 
 **Intent first — three kinds of call:**
 - **Question** answerable from the practice facts → just answer it.

bot.py

@@ -141,6 +141,10 @@ 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"
     "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 "