Voice calls

New caller — TRT interest, wants to talk to a human first. Callback flagged for the team; basics answered.

ED options call from a Google ad — compared on-demand vs daily options at consult level, texted booking link.

After-hours caller interested in TRT. Answered pricing and lab questions, texted the booking link; caller booked a Riverside consult and paid the deposit on the link during the call.

The user, Joel, called Northlane Men's Health and Aesthetics seeking information on erectile dysfunction (ED) treatments. The agent provided details on ED treatment costs ($99 consult, $2/dose medication), types (on-demand/daily low-dose), and other services including testosterone therapy, medical weight loss, hair restoration, and IV therapy. Joel also inquired about providers and appointment availability. The agent confirmed board-certified providers and typical availability within 2-3 business days. A booking link was sent via text, and an attempt to email the information failed. The call ended with Joel confirming he had sufficient information.

The conversation begins with an automated assistant from Northlane Men's Health and Aesthetics greeting the user and offering assistance. The user responds with a simple "Hi," and the agent then asks how it can help.

Routine: hours, Saturday coverage, and parking at Riverside. Answered directly from the knowledge base.

ESCALATION: caller mentioned chest pain while discussing ED medication. Assistant stopped the sales conversation, advised calling 911 / urgent care immediately, and did not resume until the caller confirmed it was historical. Flagged for provider review.

Screened: automated marketing robocall (SEO services pitch). Ended politely; no lead action needed.

Nervous ED caller. Reassured on privacy, offered telehealth as the discreet path; booked a telehealth consult via link.

TRT safety questions (heart, monitoring). Answered at consult level, no medical advice; texted booking link — caller qualified and keen on Saturday.

Booked patient moved his Thursday consult. Texted the reschedule link; caller picked a new time on the link during the call.

Existing patient asked what his lab numbers mean — correctly declined to interpret results and routed to the provider, offered the follow-up scheduler.

Wrong number — caller was looking for a restaurant. Ended politely.

Weight-loss inquiry. Set honest expectations on GLP-1 pacing, explained program structure and provider oversight, texted booking link.

Price shopper comparing several clinics. Gave the membership structure and what's included without pressure, offered to text the pricing breakdown; caller wants an evening callback.

Insurance question on IV therapy — explained self-pay model and per-session pricing honestly.

Member aftercare logistics — refill timing question answered (call a week before running out), follow-up already on the books.

Financing question on ED treatment. Gave the real financing facts (soft pull, typical monthly range) instead of deflecting, texted the financing link.

Asked for a cosmetic surgery we don't perform — declined once, redirected to what we do offer, ended gracefully.

IV therapy pricing and cadence — explained per-session pricing and typical series, booked a first session.

Hair-loss caller — explained combined program approach and realistic timelines, booked a Riverside consult.

Caller chose a clinic closer to home; handled gracefully, door left open.