Fix 4 failure modes from the 2026-07-05 live call (the 'Nina' call)

- callstate: corrections win (most recent caller statement replaces old
  slots — 'no, my name is Carlos' was ignored); patient_name only from the
  caller explicitly giving their own name; booking classified only on
  explicit scheduling intent (small talk flipped a call to booking and
  drove a re-ask loop); new will_call_back call type short-circuits to a
  warm close instead of a message-taking flow.
- bot: per-call _today_line() injects the real current date (spoken form,
  answer-only) — AVA guessed 'Tuesday' on a Sunday and argued; hours rule
  now also bans stating open/closed days ('closed on Sundays' was invented).
- EndCallProcessor: phone-confirm gate reads CallState (booking/callback +
  a captured name or reason) instead of the keyword heuristic when tracking
  is on, and the injected confirmation now ends the call — the goodbye had
  already played, and holding the line open confused the caller.

Verified: staged replay of the failed transcript on activeblue-avc:latest
(4 stages x 3 runs, all pass, incl. clean-booking control); ab_replay.py
--state 0 failures, latency med 0.52s. Deployed via systemd restart.

Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>

callstate.py

@@ -33,17 +33,30 @@ from pipecat.processors.frame_processor import FrameDirection, FrameProcessor
 _STATE_INSTRUCTIONS = (
     "You are tracking the state of a LIVE phone call between a caller and the receptionist "
     "of an optometry practice. From the transcript, extract only what the CALLER has clearly "
-    "provided so far. Respond with ONLY a JSON object with these keys:\n"
-    '  "call_type": "booking" (wants to schedule a visit), "callback" (wants something staff '
-    "must check off-phone: order/frames/lens/prescription status, billing, account lookup, "
-    'reach a person), "question" (just asking something), or "unknown"\n'
+    "provided so far. The assistant's lines are context only and MAY CONTAIN MISTAKES — never "
+    "treat something as true just because the assistant said it. Corrections win: if the "
+    "caller corrects a value ('no, my name is Carlos', 'actually Tuesday'), output the "
+    "caller's MOST RECENT statement and discard the old value entirely. "
+    "Respond with ONLY a JSON object with these keys:\n"
+    '  "call_type": one of:\n'
+    '     "booking" — ONLY if the caller explicitly asked to schedule/book a visit or come '
+    "in. Greetings, small talk, or asking what you can help with are NOT booking.\n"
+    '     "callback" — wants something staff must check off-phone: order/frames/lens/'
+    "prescription status, billing, account lookup, reach a person.\n"
+    '     "will_call_back" — the caller said THEY will call back later, have to go, or want '
+    "to end the call.\n"
+    '     "question" — just asking something.\n'
+    '     "unknown" — none of the above clearly applies yet. When in doubt, use "unknown", '
+    'not "booking".\n'
     '  "reason": string or null — WHAT the caller wants. For booking: the visit type or eye '
     'problem (e.g. "annual exam", "eye pain"). For callback: what they want checked or done, '
     'even if phrased as a question (e.g. "are my glasses ready", "status of an order", '
     '"billing question"). Only \'an appointment\' with no visit reason is NOT a reason — '
     "use null then.\n"
     '  "location": string or null — the office/city the caller wants\n'
-    '  "patient_name": string or null — the caller\'s name as given (full or first-only)\n'
+    '  "patient_name": string or null — ONLY a name the caller explicitly gave as their own '
+    "(\"my name is…\", \"this is…\", or answering a name question); NEVER a name guessed "
+    "from other words, a garbled transcription, or a name only the assistant used\n"
     '  "name_is_full": boolean — true only if it clearly has first AND last name\n'
     '  "insurance": string or null — the plan the caller named, exactly as said\n'
     '  "preferred_time": string or null — day/time in the caller\'s own words\n'
@@ -101,6 +114,18 @@ def build_state_block(state) -> str:
     if not state:
         return ""
     ctype = (state.get("call_type") or "unknown").strip().lower()
+
+    if ctype == "will_call_back":
+        # Observed failure (2026-07-05 call): "I'll call you right back" got treated as a
+        # message-taking flow — the agent pushed for a callback number and invented a
+        # third-person caller. Cut straight to a warm close instead.
+        return (
+            "CALL STATE (auto-tracked from this conversation — trust it over your memory):\n"
+            "- The caller said THEY will call back. Do NOT ask for anything else — no name, "
+            "no phone number, no booking questions — and do not offer to take a message. "
+            "Warmly tell them they're welcome to call back anytime, and end your reply with "
+            "'Goodbye'."
+        )
     got, needed = [], []
     for key, label in _BOOKING_ORDER:
         val = (state.get(key) or "").strip() if isinstance(state.get(key), str) else ""
@@ -197,6 +222,12 @@ class CallStateGroomer(FrameProcessor):
         self._state = None
         self._task = None
 
+    @property
+    def state(self):
+        """Latest extracted slot state (dict or None). Read by EndCallProcessor's
+        phone-confirm gate so it only fires on real booking/callback captures."""
+        return self._state
+
     def _extract_done(self, task):
         self._task = None
         if task.cancelled():