What can the vendor see before the phone rings?
If they do not run the website, they cannot see the search impression or the click. They can report answered calls. They cannot report which listing produced the appointment.
When is a chart opened?
At least two matching factors, or it is an enumeration attempt. A surname alone is not a lookup. Third-party and pharmacy callers should be refused at the tool, not handled as a prompt instruction.
What leaves the building without a person?
A confidence-based handoff is exception routing. A release gate means nothing patient-facing publishes until a named person approves the exact bytes.
Can you recompute the log?
A transcript store is not an audit chain. Ask whether every tool call and state change is hash-chained, and whether verification recomputes that chain.
What happens when the model is wrong?
Warm transfer with context, a staff queue, and a refusal that is itself logged. A silent fallback to a plausible answer is a defect.