[Soft music playing]
[Scenes from a city, including busy streets and sidewalks]
[Sounds from the city, including sirens]
[Deborah standing on a street corner]
DEBORAH VOICEOVER: I could have easily died from the infection that I caught.
[DEBORAH SPEAKING ON SCREEN]
Crystal and UnitedHealthcare saved my life.
[String music with a faster tempo]
[Deborah walking through the busy city]
I have a 90 mile an hour life. My pace of life is just never a dull moment. I'm not someone who likes to sit still, so walking is vital to my life.
Text On Screen – Deborah, UnitedHealthcare member
The hip surgery became unavoidable when I could not walk for more than 20 minutes.
[Crystal typing on the laptop and talking on a headset]
CRYSTAL VOICEOVER: [on the phone] Okay, very good.
I'm a registered nurse with UnitedHealthcare in the orthopedic division. I take care of people who are going into orthopedic surgery or who need some orthopedic assistance.
[on the phone] Excellent, I'll go ahead and do that.
[String music with a faster tempo]
[CRYS TAL SPEAKING ON SCREEN]
Text On Screen – Crystal, UnitedHealthcare nurse case manager
When I first talked to Deborah, she came in my queue saying she was going to have an orthopedic surgery. That's when I jump in and do my part.
[DEBORAH SPEAKING ON SCREEN]
DEBORAH: Crystal contacted me about three weeks before my scheduled surgery.
[CRYS TAL SPEAKING ON SCREEN]
CRYSTAL: We just kind of navigate the health care system and just so it's easier for them to get through.
[A city pathway and a boat on the water, transitioning to Deborah walking along the path, with the skyline behind her]
DEBORAH VOICEOVER: Recovering from hip surgery was easy for the first six weeks. And then all of a sudden, my physical therapy doctor noticed my incision was leaking.
[Close up of a wind chime, transitioning to Crystal holding a mug, on a porch looking out over the water]
CRYSTAL: I called her one day and I could tell, her voice was not Deborah. We opened up the portal. She's got a portal that will show her labs.
[DEBORAH SPEAKING ON SCREEN]
DEBORAH: My infection markers were all of a sudden through the roof.
[Deborah looking out of a window at the city, with a close up to her hands clasped together]
[String music with a faster tempo]
CRYSTAL VOICEOVER: This is like septic. This is life-threatening. You've got to get in now.
DEBORAH VOICEOVER: It very likely could have killed me if I hadn't gotten to the hospital in time.
[CRYS TAL SPEAKING ON SCREEN]
CRYSTAL: I'm calling the medical director, I'm calling her doctor. I'm finding out what they're doing at the hospital, who the case manager is, what kind of meds is she getting.
[Softer music with a slower tempo]
[Sounds of the wind and water moving]
[Deborah standing on a city pathway overlooking the water and city skyline]
DEBORAH VOICEOVER: Crystal fought for me and she made sure that I was being given all the right care.
[Crystal walking down the city street, approaching Deborah on the city pathway]
CRYSTAL VOICEOVER: I just thought of just doing my job. That's what we do.
[Deborah and Crystal greeting each other and talking]
DEBORAH: Oh, Crystal. So good to meet you.
CRYSTAL: Thank you so much for doing this. Oh my goodness.
DEBORAH VOICEOVER: UnitedHealthcare and Crystal put my health first, cared about my well-being and that I got the best care possible.
[Deborah and Crystal clasping hands]
My mother went to nursing school in Minnesota and Crystal also went to nursing school in Minnesota, and I felt an immediate connection with her.
[Deborah tearing up]
And because my mom wasn't here to help me through the crisis, the way she normally would be, I felt that she sent Crystal to me as kind of a health care guardian angel.
[Deborah and Crystal talking on the city pathway]
CRYSTAL VOICEOVER: She needed to know that somebody really cared. And her insurance case manager did.
[Deborah and Crystal talking on the city pathway]
CRYSTAL: You were worth it, by the way. You were worth it.
DEBORAH: Oh, gosh.
CRYSTAL: Don’t ever forget that.
Text On Screen – UHC, uhc.com
