Mary: "Hi, can I help you?"
Mr. Kard: "I have an appointment to see Dr. Grumpy."
Mary: "Okay, let me hand you this clipboard and forms, there's some pens over there... can I get your insurance card?"
Mr. Kard: "Um, I don't have it."
Mary: "Is it on your phone?"
Mr. Kard: "No, but my mother has been here, too, and it's the same insurance. Can you look up her card?"
Mary: "Okay, what's her name?"
Mr. Kard: "Irene Kard."
Mary: "Okay, hang on... Um, your mom hasn't been here in over 15 years... and her insurance card was with a plan that doesn't exist anymore."
Mr. Kard: "So you can't use that one?"
Mary: "No. We need a new copy, can you have your mom text you a picture of it? I just need the numbers on the front."
Mr. Kard: "She died ten years ago."
