I had a policyholder that was disturbed when they called in and wanted to know what caused the premium increase. So I went over the entire review last year's to this year's premium, determined what the cause was, if there was an increase in coverage, if there was a increase of rate, if there was discounts that were removed. And then I explained further the details of what they needed and what causes those rate increases. And the call went longer than the six minute timeframe that is average, but the customer was completely satisfied with the answer, didn't want to cancel any longer and understood the policy and was grateful for that.