Privacy & AI notice

Lily is an AI virtual assistant from Total Life. She is not a human clinician, not a member of the Care Team, and not a medical professional. She can answer general questions about Total Life, share research, and connect you with our team.

When you talk with Lily and decide you would like to be contacted, we collect only what a normal marketing contact form would collect:

• First and last name
• Email address
• Phone number (optional)
• U.S. state of residence
• Insurance carrier name as you described it
• A one-sentence reason for reaching out

We use that information to follow up with you about Total Life services, the same way any contact form would.

Lily will never ask for and you should never enter any of the following in this chat:

• Date of birth
• Medicare card numbers or insurance member IDs
• Social Security numbers
• Symptoms, diagnoses, medications, or clinical history
• Anything that meets the HIPAA definition of Protected Health Information (PHI)

Those details belong on our secure booking page at my.totallife.com, which is set up to handle protected information appropriately.

Conversations with Lily are not part of your Total Life medical record. Lily does not diagnose, prescribe, or provide clinical advice. For care, you will be connected with a licensed clinician through our normal intake process.

Lily uses large language models (currently Anthropic Claude for conversation, OpenAI for voice transcription and speech) to respond in natural language and to understand voice. Your messages are sent to those providers to generate replies. We never send PHI to these providers. If you accidentally include sensitive details in a message, we redact common patterns (Medicare card numbers, SSN-like strings, dates of birth) on our servers before any record is created.

Lily is not equipped to handle emergencies. If you are in crisis, please call 911 right away. For mental health crisis support, you can call or text 988, the Suicide and Crisis Lifeline, any time, day or night.

Our Care Team is available Monday through Friday, 9 AM to 6 PM ET.

• Phone: 1-800-567-5433
• Web: totallife.com