[LOGO: UNITED HEALTHCARE]
[MUSIC PLAYING IN THE BACKGROUND THROUGHOUT THE VIDEO]
[VIDEO OF MICHIELLE AT HER DINING ROOM TABLE, KNITTING]
MICHELLE VOICEOVER: In-the-moment support is such a great additional benefit that we have and in moments of crisis, like the one I was in, that's what I needed.
[VIDEO OF A CITY SKYLINE AND SURROUNDING TOWN]
[Text On Screen – Being there: Michelle’s story]
[MICHELLE SPEAKING ON SCREEN]
[Text On Screen – Michelle, UnitedHealthcare Member]
My daughter is very intelligent and she's very outgoing.
[VIDEO OF MICHELLE LOOKING OUT HER HOUSE WINDOW, TRANSITIONING TO HER ON HER SMARTPHONE]
I started noticing the changes pretty quick. She kept saying, at first, she was eating at work. But it seemed like she was losing weight. I wasn't actually physically seeing her eat. Then at one point she had asked me to order some new clothes for her and that's when I realized the size difference between what I ordered a few months before and then where she was now. And that's when I got really worried.
[VIDEO OF MICHELLE LOOKING THROUGH A PHOTO ALBUM]
I remember thinking, how do I know if this is a problem? And then if it is a problem, how do I address it?
[VIDEO OF MICHELLE LOOKING OUT HER HOUSE WINDOW]
As a UnitedHealthcare member, I knew we had in-the-moment support available, so I reached out to them.
[VIDEO OF BETH SPEAKING ON SCREEN]
[Text On Screen – Beth, Support Specialist]
BETH: I'm Beth, and I am a specialist for in-the-moment support. I get to be that person to listen to what's going on, give them support, give them direction.
MICHELLE: Because I told her, I don't know how to approach this conversation. I don't know where to start.
[VIDEO OF BETH WORKING AT HER COMPUTER, WITH A HEADSET, TAKING A CALL]
And she said have you called your pediatrician? And when she said it, I thought, oh my gosh, this is so straightforward an approach. But in the moment, I think I was so worried and so stressed.
BETH: We do always try to give the caller tools that they can use right away and then give them next steps.
MICHELLE: I called the pediatrician right after I got off the call with her and that ultimately led to the doctor telling us that she needed to be hospitalized and that we would be there for about three weeks.
[VIDEO OF THE HOSPITAL BUILDING AND THE EMERGENCY ROOM ENTRANCE]
If I hadn't called in-the-moment support, it could have been so much worse.
[VIDEO OF MICHELLE ON HER SMARTPHONE]
So after we ended up in the hospital, I called back in because I just didn't know what do we have to do next.
BETH: A lot of times with moms, we talk about what's going on with their child and then we say, how about you? How are you dealing with all of this?
[VIDEO OF MICHELLE IN HER HOME, WITH HER DOGS]
MICHELLE: And I remember thinking, gosh, I don't know. You don't even think about yourself at that point in time, really. In-the-moment support had said, “you have these benefits, therapist or others, if you need them,” just kind of giving information about what was available.
[VIDEO OF MICHELLE IN HER KITCHEN, MAKING COFFEE]
I found a good therapist who understood what was going on and could help me understand that situation.
BETH: In a role like this, we're able to give that support when it's really needed.
[VIDEO OF MICHELLE LOOKING OUT HER HOUSE WINDOW, WITH A MUG OF COFFEE]
MICHELLE: In The Moment support was there when we needed them, when it mattered to us. And for my daughter it, frankly, might have saved her life.
[Text On Screen – UnitedHealthcare There for what matters™, uhc.com, Michelle is a UnitedHealthcare plan member and an employee of UnitedHealth Group.]
[END MUSIC]
[LOGO: UNITED HEALTHCARE]
