Telephone GPT

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A few HIT inbound calls last week quoted a fee before confirming the program. Can you propose a stricter version of the guardrail?

P

Looked at 3 flagged calls from Aug 4–8 where the agent stated a fee before the applicant's program was confirmed. The current guardrail says to 'confirm before discussing fees' but doesn't block the agent from answering a direct fee question early. Here's a tightened version that adds an explicit refusal-to-answer-until-confirmed rule.

Proposed Patch — Confirm Program Before Fees

Before

Always confirm the applicant's program and intake before discussing any fee amount. If the program is ambiguous, ask a clarifying question before quoting a number. Never state a fee for a program the caller hasn't confirmed.

After

Always confirm the applicant's program and intake before discussing any fee amount. If the program is ambiguous, ask a clarifying question before quoting a number. Never state a fee for a program the caller hasn't confirmed. If the caller asks for a fee directly before the program is confirmed, respond with a clarifying question instead of an amount — do not partially answer.

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