00:02 Jean: Welcome. Hi, everyone. Welcome to June's network attorney webinar, ARAG's webinar that we're holding on a monthly basis. Today, I have a couple internal guests joining me today and, again, a couple housekeeping items right off the top. We will be taking a lot of questions towards the end. So there is a chat feature in the right hand side of your screen or in the little box. We do welcome all comments, feedback and questions. And then the format today will probably be about 30 to 45 minutes in length, maximum. So you can get a little time back at the end. But if we don't answer all your questions today, be assured that we will take those away and follow up with you directly afterwards. So today's format is also gonna be a little bit different that I am joined today by two of my internal team members. And I'll have them introduce themselves here in a second. But we are going to only have about 15 to 20 minutes of us presenting and sharing some slides with you. And then we really wanna leave the rest of that time to make sure that we can hear your feedback, answer any questions you might have, and make sure you feel fully prepared for when the CaseAssist confirmation changes come out tomorrow.
01:30 Jean: So joining me today are two team members. The first one Sarah Zweifel, you may have seen her in past webinars before. She is one of our attorney advocates within our attorney relations team. Sarah, do you wanna say hello and give us a little bit more about your background and how you influence at ARAG?
01:51 Sarah: Yeah, so I am, like Jean said, part of the attorney relations team. I've been with ARAG for about 15 years. I started on the customer side of things and I've been on the attorney side now for about five or six years. So if you've called in and spoken with our attorney experience team, I've probably had a chance to talk with you. And then, as Jean mentioned, if there's any questions you think of after the webinar that you didn't get a chance to ask, just feel free to follow up with me afterward.
02:31 Jean: Fantastic. Well, we are excited to have a new guest joining us this month, Courtney Berst from inside ARAG. Courtney do you wanna give us a little more information about your role at ARAG and why you're here today?
02:47 Courtney: Yeah, absolutely. Hello, I'm very excited to be here, talk to you all about our new CaseAssist confirmations. This is pretty much what my Scrum team and I have been working on for the past six months. So we're all very excited for the upcoming couple of days. So part of my role as a product owner, it's really to zone in and focus on different day-to-day processes we have, find out what's working well and what's not always working the best. So for this project, we just kinda zoned in on the member side of that experience. And then we just brainstorm how to improve what's not working and do user-testing with our actual members to make sure our thoughts will actually work better for the members. So just a little bit of what we do.
03:31 Jean: Fantastic and we do the same user-testing with our attorney audience as well, from time to time. And Courtney mentioned, kind of she is on our Scrum project teams. So for those of you that may not be aware, ARAG is always continually innovating and we have internal resources to help us with that, we're very fortunate. And so we have what's called our Agile Scrum team's technology innovation groups. And so they really help us with both the technical aspects, the user experience, and managing new products to help enhance processes or create new processes and functionality for all of our audiences. And so, Agile Scrum is one methodology to managing projects, and that ARAG incorporates here in our environment. So thank you, Courtney.
04:20 Jean: Alright, so I'm gonna give you a little background about how we got here to today's presentation and the subject matter, but first three of us are going to shut our video off because we do have some slides that we'll be walking through in a video for you, and then we'll come back when we get to the question and answer portion of today's presentation.
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04:44 Jean: So a little bit about how we got here, and today's subject matter, the CaseAssist confirmation. ARAG provides a CaseAssist confirmation to... For every case, a member has whether it's created by ARAG, our customer care departments, care team and care experience team or the network attorneys.
05:09 Jean: In the current experience, both the attorney and member receive a PDF attachment of the CaseAssist confirmation. So the key objective was to create a new process that would provide a more secure environment to share this type of personal information, and then with this new CaseAssist confirmation process, both the attorney and member are asked to verify their identity through a secure link provided via email. Once verified, they're then taken to a new online experience to view details of the case, and then these details now include who's responsible for the fees, the full attorney profile and their details, including our ratings and reviews, and then next steps to working with a member. So the member and both the attorney have a more full experience through that and then we also took a lot of feedback from members and attorneys as Courtney kinda touched on earlier, to learn what information on the CaseAssist confirmation is much more meaningful to both audiences. With the new process you'll see, attorneys also have an added feature to directly navigate from the case confirmation right to managing the case, and the case confirmation can easily be printed from this platform as well.
06:28 Jean: The new CaseAssist confirmation will provide extra security and streamline the delivery of case details to create a better experience for both our plan members and our attorneys. So just to give you a little bit of background, to kind of layer in why the change and what's kind of prompting that. So now to kind of... Before we give a little bit more information, if you haven't seen it already, we have sent it out in emails, we wanted to show you a video that we put together that talks about the new experience for you.
07:08 Jean: Just a moment and we'll get that up.
07:13 Speaker 4: Hello, thank you for watching this video to learn more about how to get a CaseAssist confirmation and what has changed. We'll highlight the three changes made to enhance your network experience. We've added an extra layer of security using your existing login to better protect you and member confidentiality. The forum has a new design that makes it easier for you to view and understand case details. Now you have the ability to link directly to your open cases from the CaseAssist confirmation.
07:48 S4: Let's walk through the process and see how it works. Once a case has been created, you will still receive an email. As it does now the members name and CaseAssist number will appear in the subject line for easy searching and sorting. Going forward, these emails will contain a link to log in and access the CaseAssist confirmation, there will no longer be an email attachment. Once you've clicked the link, simply enter your ARAG network attorney username and password to view the full CaseAssist confirmation.
08:17 S4: Our new case Detail page provides all the information you're used to seeing and more in a user friendly format. You'll also see case details and who is responsible for fees, which will help set clear expectations. Client contact information can be found here too. On this screen, you'll see one of two buttons directing you to the next steps for handling this case. One will direct you to contact our customer care team. The other says, "manage case" which you can click on to be directed to the online claim confirmation screen in your attorney portal. Here you can view details, accept the case and submit for payment upon completion of representation.
08:56 S4: We understand details may change once you begin working with your client, when this happens give the ARAG customer care team a call to check coverage, and we can set up a new CaseAssist confirmation. Thank you for your time to learn about this new process. We hope the updates will provide a more transparent and secure experience for you and your clients. As always, thank you for serving on the ARAG network.
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09:20 Jean: A little more detail. Sarah I'm not sure if you're muted. Can we hear you?
09:45 Sarah: Oh, I'm sorry, I'm here, there was a little bit of a delay. [chuckle]
09:48 Jean: Thank you.
09:50 Sarah: Alright, so yeah, I get to talk to you guys about the benefits that this change will have. One of them being increased security levels. So we all know that the CaseAssist forms in the past have included some of the members information, the forms will still have that same information on them. And so moving forward, you will still be receiving an email and you will then be asked to log in with the same existing username and password that you use for the attorney site to view that, there will no longer be a PDF attachment. So in the past, when you got the email, there were two PDFs attached. Now when you log in, it's going to take you to a page where all of that information will still be available. With the streamlined new look, there... More clearly outlined the coverage, as well as the members information including their contact information. It will also more clearly outline the fees that the plan member is responsible for, as well as there will be a print button at the top of the screen. I know that there are some of you out there that still like to be able to print out the form that will still be an option for you just using that print button available at the top there.
11:40 Sarah: And then as far as the navigation of the new portal. Once you are logged in, you are logged into this site. So after you have clicked the link, logged in, you will then be able to manage your cases from there including requesting changes to cases, assigning yourself to them, same steps that you have been able... Had in the past. So, let's see... So now I'll turn it over to Courtney, who can touch on how members will see you through this process.
12:33 Courtney: Thank you, Sarah. So one of the goals of the CaseAssist redesign was to make the process of selecting an attorney easier for our members. So with our redesign, like Sarah had mentioned, we're moving from a PDF version that just had your name, your phone number and your address listed. So as you can see with the new CaseAssist redesign, we're displaying all of your information that you've provided on your profile, which really just opens the door of opportunity for us to display so much more information to the member. So as you can see now we're displaying your entire profile, we actually did some user-testing with our ARAG members and their initial reaction was awesome. They loved being able to see your pictures, your profiles, your ratings and reviews, all the different areas of law you might be able to help them with all in one place. Members just really gravitate towards being able to select an attorney when they have all this information right at their fingertips. So just a good reminder of the importance of having your profile up to date, including your profile picture. All the consumer data that we have reflects the more informed someone is about you, the more likely they are to feel confident in reaching out to you. They'd also...
13:45 Courtney: Consumer insights also reflect that searching your information online before they even contact you, so hopefully with this showing your profile this will give them a little bit more information about you and reach out to you with a better experience.
14:02 Jean: Fantastic. Thank you, Courtney.
14:08 Courtney: Yeah. Thank you.
14:09 Jean: Alright. So let's go ahead and open it up. I can see we're already starting to get a few questions or comments. Feel free to share and we'll share with the group. So we will go ahead and turn our video back on after the screen walks through all of the pages. There we go. Alright, so Sarah and Courtney, come back in. Hi guys. Alright, let's see.
14:45 Sarah: Okay, so I can read one of the first questions we got, "Will existing matters transition over to the new system?" which is a really good question. Jean, do you wanna answer that one?
14:58 Jean: Sure. So, basically, the case confirmations... The new case confirmation will be for going forward; however, all cases are in your case queue in the online web portal so you can access, just like you did before, all existing case information. But now just when you go to request a case, this is confirmation or a member goes to request a case, this is confirmation. Just as you would before, you get an email, and then instead of an attachment, you now get the link going forward. So if you are calling in for new cases after tomorrow, that is the experience that you should ex... Is that correct, Courtney?
15:41 Courtney: Absolutely correct. Yup, the case will still work the same.
15:46 Jean: Yup. Great question.
15:51 Sarah: Lets see. Another question says, "I have not received an email from ARAG in quite a while, what I have received are calls directly from potential clients. Will emails now be coming again?" So you're probably referring to the ARAG connect process that we had been testing last year. That process has been discontinued, so you're still going to get referrals the same way that you... That we've done in the past. Where members can find you on the attorney finder online, or they can contact our customer care team who will then provide them a list. The member can then call or email, reach out to you directly, and then if they... If you have a member who maybe worked for in the past, and they know they're gonna go with you when they contact customer care to request the case number, they can ask them to then email you the link for the form as well. So asking members when they reach out to ARAG to request the number to have the link sent to you as well, is a good way to save yourself a phone call, so... [chuckle]
17:08 Jean: Fantastic. I do wanna throw in, hey, Neil Siegel, thanks for being a steady attender to our monthly webinars. Neil shared, "Love the new platform. Great idea" Thank you, Neil. We always appreciate your feedback and attendance in our webinars. It's fantastic. So...
17:26 Sarah: Yes, definitely.
17:28 Jean: I'll go into another question here, it says, "Will the network attorneys be able to see their reviews?" So, Sarah, do you wanna take that one? How do they see reviews today?
17:40 Sarah: Yes. So you will be able to see your own ratings and reviews through the portal. There's a link for that ratings and reviews page. If you're asking, "Will other attorneys be able to see your ratings and reviews?" No, they would not be able to. Only members, active members, who log into their accounts can see that information, so...
18:11 Jean: Yup. Alright, we have another question. "Will the new process provide me with more details about the case then I received in the old process?" Courtney, do you wanna share?
18:22 Courtney: It definitely will. We have really tried to make the coverage a lot more clear, we've tried to explain what costs members would pay. So we really set that expectation up front with the member that they are responsible for these costs and ARAG pays this, or if it's just a discount that this is what the benefit is. So hopefully a better experience when they're coming to you, when they understand their coverage a little better.
18:47 Jean: Fantastic. And then, "What happens when a matter changes from contested to uncontested?" Great question [chuckle] We do receive this question quite a bit. So when a matter... You will have a case confirmation and the matter may have started out uncontested or either way, and you have that case confirmation, you can go into your portal, you see that case you can... It will either pull up or you can search it by the case number within your web portal, and from there you can take an action to what's called, "Modify that case" Courtney, do you wanna tell 'em a little bit about modifying case and when they do that, what that triggers?
19:31 Sarah: Yeah, typically when you modify a case, the case number changes slightly and the benefit could possibly change as well, and then we would issue you out a new CaseAssist confirmation with the new flow. If you tried to access the previous confirmation that was updated, we would display a message that the case has been modified and to look at the most recent version. So just something you might want to look out for when you're looking at those new CaseAssist confirmations. So hopefully, also, to make a little bit more clear since we don't do that in today's world.
20:04 Jean: Fantastic. That should really help a lot. Both for clarity, and you know, managing those cases moving forward. We have another question. Customer care has traditionally concealed employees names. Is there any possibility of changing that so attorneys may know with whom they are communicating? Courtney, this is kind of your area of expertise, any information on that?
20:26 Sarah: If you're referring to emails, it might not be something that we conceal only because it might be a different person responding to your email each time. But as far as on the phone call, they do identify who they are upfront. But yeah, absolutely, you can ask who you're talking with. All of our customer care folks are very friendly and willing to provide their information, no problems at all.
20:50 Jean: Fantastic. We do have a clarification. So it says none of the actual policies and procedures have changed, just the user interface and layout of the case confirmation, correct? For the most part, yes. Policies have not changed, procedure I would say, as far as what has changed the most significant change in the process for attorneys is that when you do receive that email with the cases, this confirmation, instead of the PDF attachment, you will now log in and verify your identity by using your network name and portal password, that will launch you into that portal. So that piece of the process is just slightly different than what you experience today. All right. "What if I have more than one attorney in the office and we schedule a client with a different attorney than they call in requesting, how do we ensure the scheduled attorney gets access to the CaseAssist for that client?" Sarah, Courtney, which one of you wants to take this one?
21:54 Courtney: I can take that. It's kind of the same process that we have today. When a list is sent out, if one of your attorneys wasn't on that list, currently you either call or email my team or customer care to get the attorney added. So same process, just a phone call or an email to get the attorney added to that.
22:28 Jean: Perfect. And we do encourage, as a reminder, any attorney in your office that is working with, and plans to work with ARAG members or assists on those cases, that they are an actual participant of the network, that each attorney within your firm has gone through our application process and certification process. We do that on an individual attorney level versus a firm level because of the way we credential and certify and guarantee to our clients the quality and credibility of each individual attorney. So if you haven't gotten on the network yet, something to keep in mind. If you have other attorneys who would like to be within your firm, who would also like to be handling ARAG cases. So you're definitely welcome that add, the more the merrier. So we have another question, "I'm an attorney's clerk how do I get information on behalf of the attorneys?" This is a really good question. We have a lot of office staff that are obviously supporting the attorneys within the network. And so staff can also call in to request a case confirmation. And so if you don't have an email set up, then that email will go to whatever email is on file for that attorney within their ARAG profile.
23:47 Jean: And so if you would like that to be re-routed somewhere else, please update that on your profile, let us know, contact Sarah here, and she'll help you get that redirected. But staff are welcome to contact our customer care department and get those confirmations as well sent to them. We do say it's always a great best business practice to have the case confirmation in hand prior to moving forward with service for that member or representing them that way you fully understand the scope that's covered on their ARAG plan. And then subsequently we'll understand the scope of work and the fees accordingly and how you'll get paid. So we wanna make sure that everything is clear and transparent upfront. So it's always, always an encouraged best business practice to get the CaseAssist confirmation prior to performing services. So, all right. Sarah, we have a question for you. "Can I adjust my email notifications so that my staff also receive the new CaseAssist confirmation email?"
24:52 Courtney: That's a good question. I'm not sure off the top of my head. It's definitely something that I can look up and then follow up afterwards. My assumption would be yes, but I don't know for sure. So I'd like to look that one up and I'll find out who sent this question and then I can follow up with you afterwards.
25:20 Jean: Perfect. I would say that you can set preferences and you have your main email. So Sarah can definitely follow up with the details on that one. Here's a great question that we receive often. "Is it okay to tell the client how much ARAG paying for the attorney service?" Always a good rule of thumb in your... For paying the attorney, a good rule of thumb is that the attorney's fees are confidential. And in part of our agreement, the network agreement with you as contracted to work in the network. Do know though, if you're asking, "Are we really sharing the value to that member?" Absolutely. That they're getting an explanation of benefits similar to how you would get an explanation, sorry, of benefits for your health insurance. So that they can really understand what that value is to them and having the ARAG benefit and the value and meaning of your services and scope that you're providing. So that is a fantastic question.
26:25 Jean: I would say too, as Courtney mentioned previously, that it will share in the case confirmation more clarity, which should help with your conversations with clients too, around the fee responsibility. So it will help members understand, is this a paid in full matter where the ARAG will be paying the attorney directly? Is this an hourly type matter? And is this your responsibility after so many hours at the attorney's reduced fee? What is that? Or mediation or other costs. It's much more clearly outlined in that form to set those expectations with the member and hopefully support your conversations and representation as well.
27:07 Jean: All right, it says, "If an ARAG member provides you with a CaseAssist number over the phone, can you log onto the portal and put that number in or will you need to wait to receive an email with the link to that member's information?" Courtney, do you wanna help answer that one?
27:23 Sarah: You can still put that CaseAssist number in and it'll still work like it's working today.
27:28 Jean: Yup, you can go right into your portal and plug that number in. So, great question. All right. We're getting some really fantastic questions, thank you for all of your submissions. Let's see. So, Courtney, here's a great question for you. "The date of the email has a case expiration date, usually 30 days, what if a client does not come in to sign within that window?" So, two parts to that really. There's one: The case expiration date. Do you wanna kind of talk to that?
28:05 Sarah: Yeah, we're actually getting rid of the case expiration date. Previously, it was designed just to, if we had a member that had lost their coverage did not have that expiration date on there, they couldn't continue to get some type of benefit after they had left. But with the new redesign, we're only sending those to current active members. So, you should really be getting active members, we can always talk to you about suspended members as well too though, if you had one that had visited you, just contact customer care. And then the second part to that question was...
28:39 Jean: So, that one is if the client does not come into sign within that window, basically then what happens? So I would say, one, Courtney's already shared that that's going with expiration data is it's going away. And then, two, if you're referring specifically to a will document and the your member hasn't come into execute that, we do allow for that and have a process that if, within a reasonable period of time, your member, we understand a lot of people won't come back to execute it in the real world and in the ARAG world, that you can go ahead and submit for payment for that claim. We just ask that if the member does come back within that same year to execute that will, that you're not then double-charging ARAG, and so resubmitting for that payment. So, absolutely. If it's beyond that, then it's really probably time to one, take a look at is that still valid? Are there updates where it probably needs to be redone and then reconfirm that coverage, and again, get a CaseAssist confirmation? So really, it's all, if your members coming back within that same year, then you could have it executed and save it on file. So, great question. And we wanna make sure that you are all where that that's something that you have the ability to do.
30:00 Jean: All right, "If the client forwards their CaseAssist email, can we use that link to log in and access the CaseAssist or do we need to get the link directly from ARAG?" Courtney.
30:14 Sarah: You can actually log in from the member's email. We did build a section on the member experience side that will have a link for you to log in. So you don't necessarily need to contact us to get the attorney version, you can use the member version as well.
30:28 Jean: Fantastic. I think that's incredible, right? Let's see. Here we go. Oh, good question. "Even though that PDF attachment is no longer in the email, will it still be available for download in the portal?" No. [chuckle] But those details are already in the portal, even without that link to that document. So if you go into one of your cases or punch that in and get those case details, a lot of that same information that's in that is in that open case within your portal in your case queue. And you can always go back to the email and through that link to see the CaseAssist confirmation details again. So, it's not a one and done, you can always go back through that link or you can open that case and you'll see many of those same details outlined just in a different user interface. So, it's the portal interface will continue to look and stay the same. It's the CaseAssist confirmation form that has the new design. So, great question. Let's see. "Do potential clients still receive a list of attorneys who can help them with their matter? I get calls from members saying they received a list from ARAG and they picked me off the list. I just wanna confirm if this is still the same policy?" Sarah, do you wanna talk about the different ways that members can identify an attorney?
32:02 Courtney: Yeah, there was actually a couple of people asking that similar question. So, there's a couple of ways that members can get your information. One is using the Attorney Finder, which is available on the website. So they can go in and enter the search criteria that they're looking for, based on location, area of practice, county, all of those things. So that's another reason why it's really important for you to make sure that you've gone in and filled out your profile as much as possible, be specific as possible. Because the information that you put on the profile helps us get you to the right client looking for you. So, make sure that you've done that. And then customer care as well, clients can call customer care, and customer care does send them a list of names. And then they can pick from that list who they want to reach out to.
33:07 Jean: Yeah. And again, Sarah, thanks for highlighting such an important role of filling out a complete online profile. So, if you haven't yet gone out and re-verified your profile, filled that out, I will say we have a lot of profiles still missing a profile picture of yourself. That's super important. Consumer data and experience reflects that people are more confident in choosing who they're going to contact, whether it's in the legal world or other worlds, when looking for service. People that they can see and more information they can gain, that they're really going to mostly do online research first and your profile's a really important part of that prior to even reaching out or contacting someone, they see if they're available for service. So, again, stressing how important it is to keep that profile current, updated, and available for those members to see. That's gonna increase your chances of those members selecting you as the stand-out attorney. And as Courtney showed earlier, too, through those slides, that members now can actually click a link within their CaseAssist confirmation that they're receiving to go right into those attorney profile details, including a tab that shows your ratings and reviews. So, it's very exciting that members are gonna even have more access to you and to select you as somebody they wanna reach out to. Let's see. "Where do we locate the coverage information for the insured?" Courtney, do you wanna talk about that?
34:47 Sarah: Yeah, the coverage information, when we send you the... Whether you call customer care and get the confirmation emailed to you, or whether you use that member link and log in off the member side of the confirmation, it will be, as soon as you log in, it'll be displayed right in the first section and talk about what ARAG covers and what the member is responsible for.
35:08 Jean: Fantastic. Let's see, "Are potential clients still calling us or is ARAG sending potential client information via the ARAG portal?" Courtney, Sarah, either one of you? Courtney, you wanna take that one?
35:27 Sarah: I would say they're still contacting, they would contact ARAG first, they'd set up the CaseAssist approval, and then they would be contacting you after that.
35:37 Jean: Perfect. Courtney, I have another great question for you. On the member side, when you showed the slides for the member, can you talk a little bit about the Schedule and Appointment button? Who will the member coordinate with when they hit that or what happens when they're seeing that? Is that...
35:58 Sarah: Oh, on the next steps. It's really just a rundown of what they should do next, it's not really a clickable button. It's just these are your next steps to take. So, you can review the profiles that you can see on the next screen and then you would make an appointment with the attorney. So, they should be actually calling you to make that appointment.
36:17 Jean: Perfect. All right. Let's see... Oh, we do have a really great... Some feedback from an attorney to share with peers. So, piggybacking on the question about sharing or not sharing members, the fee arrangement with ARAG. One of the good business practices that this attorney shared with us was at the end of that service, is providing a bill, which would reflect the normal hourly rate and services, and then show no charge next to those or ARAG covered next to those. So, the member can actually also see more value from your side as well. And I think that's excellent feedback. And we do have some attorneys, quite a few that are using that practice. And it really brings to light the members, not only the value of your services, but their benefit too, and continue to use that benefit and seek you out in the future. So, great, great feedback.
37:25 Sarah: I love that.
37:29 Jean: Let's see. Another question we have, "Have you extended your expiration dates as a result of the COVID-19 pandemic?" Courtney, do you wanna kind of share that one?
37:41 Sarah: We're just no longer doing expiration dates on the case, we did not see a reason to do so any longer.
37:50 Jean: Perfect. I think that's an exciting change going forward. Let's see. So, it says, "Can you clarify, does the plan member see the attorney's fee, the dollar amount in their explanation of benefits?" Courtney.
38:09 Sarah: They do not. They just see what the legal matter was that you assisted them with and that you had billed us and that is it.
38:17 Jean: Perfect. And another question, let's see. We're gonna wrap up, we're getting near kind of close to our time, we wanna make sure that we catch everybody's questions, but also give you guys some time back too. So we'll keep this as kind of our last question. "Would logging into the ARAG website and then the attorney portal, allow the attorney to see all their member CaseAssist confirmations or can we only use the emailed links to see the CaseAssist confirmations for the individual clients?" Courtney, that's a great question for you.
38:55 Sarah: Once you use the link to log in, you'll be able to see the specifics of that member and their case details, and then you'll be able to click on a button that says "Manage Case." And then from there, you'll see that case, but also any other cases that you've accepted in the past as well.
39:11 Jean: Fantastic. I think really leveraging the in the case queue, that open case information, or just case information in general is a great compliment to using the CaseAssist confirmation itself that's provided through that link. So, definitely we've created a couple of ways for you to get to that same information, it just might look a little different because it's in different user interfaces at the current time. So, well, we just really want to express our thank you for the big attendance today. We really appreciate you all being a part of this experience and joining our webinars. I wanna thank Sarah and Courtney for sharing their expertise and perspectives with us as well. So, thanks to the both of you. And then also, as you continue to have questions, feel free to reach out to Sarah. She is ready and available, should you have additional questions or as you start using the new process if something comes up or if you have ideas or feedback, we are excited and welcome any of the feedback you would like to share with us.
40:19 Jean: We're always looking to innovate and enhance our processes. And this was just one way that we could provide better security to both, and protection, to both our members and attorneys. So, while giving you also a new look and feel that's more user-friendly and more functionality of being able to access your case queue and in the network portal give that information. So, we hope that you find lots of benefits in the new changes and definitely look forward to you join us in future webinars. So, thank you to Courtney and Sarah! We'll see you all next time.
40:54 Courtney: Thanks, Jean.
40:54 Sarah: Thank you.
40:55 Jean: You bet. Bye-bye all.