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Kentucky Medicaid Case Study

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A Spanish-speaking member of Kentucky medicaid called in to the call center where I working in Louisville, KY. She quickly started to talk, she sounded very afraid. she was crying and begging me not to cancel her childrens medicaid. Once there was a pause I quickly stepped in and comforted her by telling her that I am here to help her the best way I can. She was acting this way because she receive a letter from the state and assumed they were going to cancel her kids medicaid because she missed an appointment, she didn't understand the letter very well and couldn't translate it for me but she did mention the name of our company was on the letter. I had an idea of what is what about but just to be 100% I asked the customer if it was not too

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