I called one of my frustrated clients back this morning and told him that his case is ready for my supervisor to authorize today and I will manually submit paperworks to activate his children Med-Cal on the State level. He was very happy, asked for my full name and he was also sorry for placing his frustration on me yesterday. Toward the end of the day yesterday , I said to myself that I will answer one last call before I go home. On the other line was a male voice who sounded like he was crying. He wanted me to terminate his children Medi-Cal because they have gone without medical insurance for three months and he couldn't wait any longer... He said he's a single dad who has to work and care for his children... Although he asked me to cancel his case out of frustration, I worked on it because I knew exactly how he felt and what he needed.. ❤️