 When I was a registered and North Florida Regional Medical Center, I had a customer who was a patient who came in for a procedure he was having done that day, and he refused to pay. He did not understand why he needed to pay, what he needed to pay, why the amount that was owed, and because he had a Medicare replacement plan, his understanding was that he had Medicare and then a supplement insurance, which was not the case. And through that, I learned that he did not ever have anybody explained him what his insurance was and how it worked. So I asked him if he could pull up his benefits for me to which he did. And I took the time to break everything down for him and write down all of the math to show him why he owed what he owed and he ended of paying and he was very appreciative for having someone take the time to actually sit down and explain what he had and what his coverage was for him.