“I Don’t Want to Die”: Needing Mental Health Care, He Got Trapped in His Insurer’s Ghost Network
Early one morning in February 2023, before the sun rose over Phoenix, Ravi Coutinho went on a walk and, for a brief moment, thought about hurling his body in front of a moving bus. He had been feeling increasingly alone and depressed; anxious and unlovable; no longer sure if he was built for this world.
Several hours later, Ravi swiped open his iPhone and dialed the toll-free number on the back of his Ambetter insurance card. After navigating the automated voice system, he was routed to a friendly, fast-talking customer service rep with a slight foreign accent. His name was Giovanni.
