It was an ordinary call on an ordinary day, or so Madeline thought. But the next few minutes proved to life-changing, for Madeline and for the member on the line. She’d called to request transportation to urgent care, stating she’d fallen and didn’t feel well. With the urgency of the situation, Madeline called the transportation company, hoping they’d forgo their usual requirement of three-business-day-notice rule to transport the member for medical treatment. She stayed on the line while the member talked to the transportation provider. No luck. The company asked the member if a family member could drive her to the emergency room. Nobody was coming to the lady’s rescue. “I’m alone. I have no family, and all my friends are dead.” With that statement of fact, Madeline felt her heart both sink and break.

The situation was deteriorating by the second. The lady said she was having chest pains and didn’t feel like staying on the line, adding urgency and stress to Madeline’s determined search for help. With a sincere promise to call back, Madeline’s determination went into overdrive. Ambulance services told her to call 911 (US emergency phone number). 911 operators transferred her until they reached the correct person who could help. He took the member’s information and dispatched help. Madeline, as she promised, called the member back and told her help was coming.

When asked how quickly she realized this was no ordinary call, Madeline said she knew from the beginning the woman was not feeling well. “The only thing that went through my mind was, ‘I have to stay with her. I have to make sure she receives the proper assistance.’, she explained.

After she ended the call, Madeline began to wonder how it’s possible that an elderly person is truly all alone, and hoped the member would be okay. She tried many times later to get in touch with the member, to no avail. The lady did call back, and Madeline realized she’d likely helped save the woman’s life.

“This changed my perspective on working for ResultsCX, because before I thought this was only a customer service position and that’s it. But after that call, I understood we can all represent change or be a big help in someone’s life,” Madeline shared.

From the bottom of our hearts, thank you, Madeline!