Reconsider UX around incoming phone calls

[lippytak]

Thanks to @daguar's work today on internal monitoring, I stumbled upon this pretty rough interaction:

The Hi! Please... message is repeating because the user is repeatedly CALLing us. And presumably the user is calling us because we just forward them straight to the state service center line so they don't even see a difference.

The simple solution is to add a friendly message before forwarding them along. Something like: "Hi there. This is a free service that can help you check your EBT balance with a text message. You can text us...blabla...or press 1 and we will connect you with the state line."