The representative did I interacted with honest past call did not understand that there was an emergency and I was looking for help her response was something to the effect of so everything is okay there. I understand that I was walking away from the unit and maybe she could not hear me clearly. This is the first representative who did not initially understand the nature of the call. It turns out my mother had a fractured pelvis and was in the hospital and will be in rehab for a while. Can we put the service on hold to extend the contract? If someone could call to speak to speak with me that would be wonderful. In the past the representatives that I have spoken to have always understood the situation and the answer time on this call took a lot longer than in the past.