I do apologize for the previous question. I did run into a technical difficulty, but just to more so explain my customer service, it would be assisting with problems that the customers may have, such as not knowing why their premium went up, or also assisting them with inquiries such as adding coverages, removing coverages on their policies. Also, it would be going over their policies in regards to something they don't understand. Sometimes they don't understand the comprehensive, or the collision coverages, or what is covered under their policies, and I would have to go ahead and explain that to them. But moving over to this question, which is describing a customer that you want over, and how did you do it? I did happen to have a lady who wanted to go ahead and remove some of the coverages, just because she tried to go ahead and try to save some money. I did explain to her that by doing so, by removing some of the coverages, she would not be eligible to go ahead and, let's say, for example, for the comprehensive coverage, the glass, if it was to be damaged, she would not have an ability to go ahead and let's say, get it fixed by the company or through her insurance. If, let's say, for example, a hail storm or something happened to the vehicle, she would lose that privilege. So I did advise her of going ahead and increasing her deductible, which I did advise her that it would go ahead and provide a little bit of assurance and insurance to her vehicle, and that by doing so, by increasing her deductible, that would mean that she would go ahead and have to pay more out of pocket. However, the company would go ahead and assist by lowering the premium on a monthly basis, basically. By doing so, she did go ahead and was upset about the situation that's going on. But having this explained, I did go ahead and did review of her policy and see where else I could go ahead and assisted her. I also advised her that right now, the current limits that she was at was a little bit higher than what the state requirements were, and I did advise her that doing so, we could go ahead and lowering it, and by doing so, it would go ahead and assist with lowering her monthly payment. Doing this, she did advise that she would want to go ahead and make those changes, thus removing the limits to just, sorry, removing the liabilities to just the state limits and lowering her premium, thus de-escalating the situation.