My mother was taken by ambulance to ER. Of course, because of the virus, I could not go with her inside the hospital. After many calls to ER, then on hold, then transferred, I met Armando, "Mando". He said he had the pleasure of caring for my mother. After 5 to 10 calls a day, he never got impatient. After 1,000 questions, he never got annoyed or changed tone. He promised to give her all my endless messages and I truly believe he did with extreme care and compassion. His tone was upbeat and tireless always telling me to call back any time. He made me feel connected to my mom in her final weeks on earth. He was real and not just going through the routine at work which is a very hard job especially now.