The video shows two hands digging into a small sand pit. A small orange shovel is used in one hand, and the other hand is digging in the dirt as well. Upbeat music plays throughout.
Amber: Do you know in the area of North America that you find the Triceratops?
Child: No.
Amber: Daddy made you a T-Rex. Look, we found a dinosaur!
The woman is now walking up a small set of stairs with a young girl, the woman holding the girls hand. She then talks directly to the camera. A blue banner with white text appears:
Amber: I have a seven-year-old who wants me to run and play with her and get up on the, you know, swings and run on the playground. And when vacuuming half of your living room forces you to lay down for an hour, that's a problem.
The video cuts to Amber and her daughter playing in a fort.
ON SCREEN TEXT: Amber
UnitedHealthcare member
Amber interviews at a picnic table.
Amber: It's devastating. I mean, there would be times where I would just cry because you feel like a failure, you know? [holding back tears] I had, I think 27 appointments in two months and I had no answers. I had no more answers than I did when I started. I was calling insurance constantly, like "Hey, do you cover this? Do you cover that? Could I get help with this?"
The video cuts to hands typing on a keyboard. A woman with a headset on speaks into the microphone while using a laptop.
Shanna: Hi, my name is Shanna. I'm a registered nurse calling on behalf of United Healthcare. I reached out to Amber. The very first thing I heard in her voice was despair. She was so frustrated.
The woman without the headset speaks directly to the camera. A blue banner with white text appears.
ON SCREEN TEXT” Shanna
Nurse case manager
Amber interviews at the Picnic table.
Amber: Nobody was really kind of putting all of the pieces together. I was trying to do that at home by myself.
The video cuts to Shanna interviewing.
Shanna: I felt like there was big improvement areas needed in her independence and her ability to feel safe.
The video cuts to Amber interviewing at the picnic table.
Amber: She said, "You know what? With some of the things that you have going on, I think that you would be a great candidate for this program." And that was how I got in touch with the Diagnostic Odyssey Program.
The video cuts to Shanna working on her laptop and then interviewing in a chair.
Shanna: We virtually escort them to a partnered provider so they can receive a multi-disciplinary evaluation to get the answers that they're seeking.
The video cuts to a family walks on a path. White text appears on the screen.
ON SCREEN TEXT: The Diagnostic Odyssey program is part of our
Complex Care Concierge (C3) program, which is
designed to help support members and their
families with the most complex health care needs.
The video returns to Amber interviewing at the picnic table.
Amber: They looked at me as a whole, and they said, "Okay, here's a ton of information." [laughs] I now have a much better handle on everything as a whole and how to go about taking care of myself better. I mean, it's a game changer and I am so thankful for it. [laughs]
The video cuts to Shanna working. She is wearing a headset. It then cuts to her interviewing in a chair.
Shanna: Knowing that I helped Amber get to that point… I’m sorry, it made me cry. It made me so joyous inside that I could be that piece to help get her to having answers.
The video cuts to Amber interviewing at the picnic table.
Amber: If I could say one thing to Shanna, I would tell her that she is one of the best people I've ever talked to in my entire life. I wish that I could hug her. [laughs] I don't even, I don't even know that I have words because she was that important.
The video cuts to Shanna standing behind a tree looking at Amber. Amber gets up from her chair and hugs Shanna. Both women are talking next to a tree.
Amber: [Gasps] Oh! Oh my God. Are you serious?
The two women hug each other.
Shanna: I’m so glad we got this opportunity to meet.
Amber: I know. I know! That’s what I kept thinking like, “Oh it would be so great if she was able to come.” I have wanted to hug you for the longest time because, you know, you just, you've been there. You've been there with me. Genuinely, you have made me feel cared about.
The screen dissolves to white. Three lines squiggle to form a “U”. The “U” dissolves. Blue text appears on the screen. The music fades.
ON SCREEN TEXT: United
Healthcare
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