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hi my name is Monica Maxwell and I'm the chief human resources officer here at deaf Luis and hi my name is Caitlin I am a former CSR here at of Lois CSR stands for client service representative and that's what we call our receptionist here today we're going to talk a little bit about phone triage as an emergency hospital we'll get a lot of clients that call in and ask us questions about their pay their pet and whether they need to come in and some medical questions if they've been here before obviously there are service issues with that we want to make sure we're providing people the best service possible but there are also a number of liability issues with that so we also have to make sure we're being very smart when we're handling those kinds of calls Caitlyn talk to me a little bit about the type of calls we get in what your general philosophy is when we get those so when people call in a lot of times they're asking for advice which we can't necessarily give over the phone because...