How should lewis handle mr. flannery’s angry call?

Lewis Jordan, RMA, serves at Pearson Physicians Group as a pharmaceutical billing and coverage assistant. His responsibilities comprise checking coverage and processing applications. Lewis gets a call from Mr. Flannery, who is annoyed, because he has been charged for his latest appointment and has previously paid his co-payment. IN this case, Lewis should stay peaceful, and not to get it subjectively. Examine to practice his excellent listening abilities and not to respond after if its uncalled for. In the case he is wicked, he should appropriately  excuse and seek to get an friendly resolution.

d would be your answer