Donald’s story

Speaker 1: We're setting the damn reel.

Interviewer: Okay, so we're ready, finally?

Speaker 1: I hope so.

Donald: Okay.

Speaker 1: And speeds? Volume good?

Speaker 4: Yeah. You want to lose that tag on that pillow behind him?

Speaker 1: Yep.

Speaker 4: That tag sticking out?

Speaker 1: Yes, I do.

Donald: What are we getting?

Speaker 1: I got it. Fight my way in.

Donald: Is there a tag or something else?

Speaker 1: Yeah. I'd rip it off but then I'd go to jail.

Interviewer: Okay, Don. Thanks for waiting.

Donald: Okay. No problem.

Interviewer: Sorry for taking so long. Every detail is-

Donald: No problem at all.

Interviewer: So I want to start by asking you, who are the people that make up your team, your care manager team of the Banner|Aetna Program? Who are these health professionals?

Donald: Leslie is the only one that-

Interviewer: Remember to repeat the question so that, the people that are part of my team-

Donald: Okay, so the people that are part of my team from Banner|Aetna is Leslie. She was our main one. Then we had another man come over, he was a nutritionist. Do you want to start over?

Interviewer: No. Feel free, if it takes you a little bit to remember, think about it, it's conversation.

Donald: Nutritionist. But mostly it was Leslie I worked with and that was for about two months. She continued guiding me and working over and watching me close on all my meds, make sure I exercise good, but it was fantastic, yeah.

Interviewer: How did that relationship start with Leslie?

Donald: Well, Leslie had called us from Banner and they asked us if we wanted to be involved in a new program, what they were doing. She explained a little bit to me, I said, "Well, definitely." So I says, "We will appreciate you coming over to the house and tell me what you have." So she came over and met with my wife, Sandy, and I. We decided, yes, we'd be happy to have her service, and it's been a fantastic service. At this time, she not only took care of us, my meds what I was taking, when I had a doctor's appointment, she was there with me at the doctor to make sure the doctors were doing what they were supposed to do or work. We dealt mostly with VA and she also came and went down to the VA with me with the Aetna doctor, which is Dr. Levy, his name. She came in and he's been in business for like 25 years and had never heard of any program like this. He was amazed, he was actually amazed at this. Actually, she would call me once a month, come on over. Got her once a week to come over and check on me, make sure I was doing okay. But I had a stroke three years ago and my vitals are all good but I just was having problems breathing and walk and stuff. So she come right over here to help me and it was outstanding.

Interviewer: So why was this physician so amazed by the program and by Leslie?

Donald: Because he's never heard of any insurance company doing something like this. He was amazed to see it because he thought this was a great idea for preventative management rather than try to cure something after it happened.

Interviewer: So what were some of the issues you were having before theBanner|Aetna program, getting the care that you needed?

Donald: Walking, understanding what I was going through, my diet. Banner|Aetna wanted to know what issues I had, and the issues I had was short of breath and tired so much. These were the main issues we worked on with Banner|Aetna. I hope you're going to crop a lot of this, aren't you?

Interviewer: Oh, yeah, yeah.

Donald: Okay, real good.

Interviewer: We'll crop sound bites. It's not going to be too bad. Why do you think having Leslie and the other care managers building a relationship with you, how do you think that has improved your overall health?

Donald: I think it definitely really did help me, rather than me just sitting here every day, or doing what I need to do without any outside help, because doctors are all busy in their office. I got to go back on the question again. I believe this was a great help in helping me rework my body and that by having her coming once a month or calling me to assure me of what was taking place and how she was helping. Because most doctors, everybody's in their office visiting other people, and nobody visits you. I thought this was ... I always had fun saying, "Hey, I have a private nurse now." It was just like having a private nurse. She'd come by if I needed any help or just, huh? What was the question again?

Interviewer: The question was how do you think that has helped your overall health, having her be-

Donald: I think Leslie coming once a week or every two weeks calling on me, I think it really encouraged me to get up and move and do things rather than just sit here, because doctors were not calling me. The only time doctors would talk to you is when you're in their office. I believe her coming by, stopping by just spiced up my life. Made me feel better, like somebody cared. So Banner|Aetna has really done a great job on this, and I really believe it has helped me get much better. Because for a while I couldn't even hardly walk and now I can get up and walk quite a bit.

Interviewer: That's amazing. Can you describe more of those feelings that you had once you realized how helpful the program was? Was it relief, was it optimism, excitement? What were some of those feelings?

Donald: I believe Banner| Aetna's program really has spiced me up, made me feel better about myself, not just sitting and cry about my injuries because I was very active all the time. I just think she was more of a good psychiatrist or psychologist. I believe this program should continue.

Interviewer: Do you think the program integrates both clinical aspects as well as social and emotional aspects, like they do an effort to understand your clinical background as well as your emotional and personal and family?

Donald: Yeah. I also believe that Banner|Aetna's program working with and sponsoring right now really has helped me with my social life, my family. I just get a better outlook on life and excited to get better again, much better than just trying to get better.

Interviewer: So what are some of those goals you have, your health goals? Or what do you want to continue doing?

Donald: Well, I need to get my body ... Some of the goals that I have and I didn'thave is enthusiastic before Banner|Aetna and-

Interviewer: You can start over if you want. So what are some of the goals that you have for your health, and how do you want to continue, things you want to continue in your lifestyle?

Donald: Right. Some of my goals in my lifestyle is I've had a dream of doing something, and after I had the stroke, it felt like I lost it, I lost this dream. I have a houseboat that we're rebuilding, and I hope to take it back to Wooster in New York State and put it on the Erie Canal, or go across New York State next year. So I need to get my body back into physically better shape and through Stacey helping me, this has given me more of an outlook that I can make this happen. Of course, my wife encourages me heavy on this, too.

Interviewer: So do you feel that they work also to integrate Sandy into the relationship?

Donald: Oh, yes. I believe they also not only just interested in me, but they want to bring my wife, Sandy, into the program and help to encourage me, right.

Interviewer: So how are you feeling these days?

Donald: I feel good. These days I feel good. Six months ago I was sleeping sometimes 16, 18 hours a day. Get up and walk around and go back to bed. Today I was up at five o'clock this morning, we were busy all day doing some spring cleaning, which we weren't going to do it for another couple weeks. But to get all that done so it would be our home and be more presentable. So I was up all day and then right now I don't feel like I need to take a nap and I usually take a nap every day. I got a little bit of one today and watched a little bit.

Interviewer: And how is a normal visit with Leslie? How does that go?

Donald: Leslie, when she calls and comes over to make a visit with us, it just seems like it spices things up. She's so good to deal with, very professional. Leslie has really helped me mentally in getting back into shape again, and taking my meds and leaving beer alone, carbs and all that stuff. I believe Leslie is an asset for Banner|Aetna.

Interviewer: So do you think it's important that the Banner|Aetna program is extremely local? Having someone that was close to you, that understands where you live? That also is from here?

Donald: I believe that Banner|Aetna with the program they have is all local, very local right here, local people, it shows a higher interest rather than have somebody call you from Boston or Chicago or someplace to talk to you. With the system that I've seen so far, I think Banner|Aetna and at least Leslie has done a fantastic job on what they're doing. At least I'm very happy.

Interviewer: At the beginning, what was your impression of the program? Were you skeptical? What did you think about it?

Donald: When this program first started and she called me, I thought, well, hell, I'm not doing anything anyways, come on over. I wasn't skeptical, I just didn't know what to expect.

Interviewer: Then what surprised you?

Donald: What surprised me is the high interest that not only her but Banner|Aetna has with me to spend as much time as she has to spend with each one of her clients or whatever they are, maybe patients.

Interviewer: What inspires you about Leslie the most?

Donald: I think Leslie is just an outstanding person, personality-wise, professional-wise, knowledgeable about what she's doing. I just think she's doing a fantastic job.

Interviewer: Can you talk a little bit about your relationship with the other health managers, like the dietician or your diabetes?

Donald: Diabetes, yeah, I guess I was with diabetes, yeah.

Interviewer: How is that relationship? Do they meet you here? Do you talk to them on the phone?

Speaker 4: Can you smooth out his shirt?

Interviewer: I'm sorry?

Speaker 4: Can you smooth out his shirt?

Interviewer: Smooth it out? Yeah, sure.

Donald: What?

Interviewer: Do you mind if I smooth out your shirt a little bit?

Donald: Do I want to what?

Interviewer: Do you mind if I smooth out your shirt a little bit?

Donald: Oh.

Interviewer: Is that okay?

Donald: It makes me look fatter. The question.

Interviewer: Okay, so can you talk a little bit about your relationship with the other

health managers, apart from Leslie?

Donald: Well, we had the visitation from some other health people. Diabetes,

I had my dietician, things I should be eating and I think they were very, very professional. They knew what they were talking about. As a matter of fact, they talked over my head a lot of times but I think of the two of them and the three of them has come over here on different areas of health, I think all of them did very, very well and opened up my mind on what I need to do.

Interviewer: Who else, apart from the diabetes physician? Do you have a dietician, or is that the same person?

Donald: Same person, I think, yeah.

Interviewer: Same person, okay. Do you have a pharmacist? Is that a separate person?

Donald: As far as I have a pharmacist, I use a commercial pharmacist and also as I said before, I'm a member of the VA and I do a lot of stuff with the VA and my prescriptions are up there and that's usually in and out. But I find my pharmacist that I use, which I go there, they explain to me exactly what I have. At the VA two or three times a year I have to go and see the pharmacists. They will go over anything I take and make sure nothing's bothering. I don't know if you want me to leave that word VA and stuff out?

Interviewer: No, that's okay.

Donald: Okay.

Interviewer: And has your relationship with Leslie improved your communication with your doctors?

Donald: Definitely, definitely.

Interviewer: How has that happened?

Donald: Wait a minute.

Interviewer: You're doing a great job by the way. I'm bombarding you with so much. Take a little bit to think about it.

Donald: My relationship with Leslie and my doctors were outstanding. Most doctors that she visited with me or was with me when I had an appointment, were amazed to see Aetna's doing this. One doctor we have who works mostly with elderly people and been in business over 20 some odd years was amazed to see this thing happen. He was excited about it. The VA with us down at an appointment down there and they didn't understand what was happening, but they were happy to see the program.

Interviewer: The other day you mentioned the funny story with Leslie and when they were going to check your blood sugar. Can you tell us?

Donald: Oh, yes. They were showing me how to check my blood sugar and we were at the doctor's office and they said, "Well, we have to wash your finger before we prick it." I said, "Okay." And Leslie got, her eyes got about that big and she said, "You can't do that." I suppose I have to answer. When I first needed to be taught how to puncture my finger and do my blood, Leslie says, "Well, let me show you." And as she did show me how to do it, she says, "We have to prick your finger or wash your finger first." And I said, "Okay, here we go." And I went like that and both her and another nurse's eyes got about that big. "You can't do that." I said, "Well, I just washed it."

Interviewer: So do you feel like you've become friends?

Donald: Right, right.

Interviewer: So the relationship goes beyond-

Donald: I think so. We have nothing socially done between Sandy and Leslie and myself. But she calls us on the phone once in a while, but she's a busy lady. She is a very busy lady and I call her, I have to leave a message. But to get back on the question again. Our relationship with Leslie has been fantastic. She calls [00:18:30] me quite a bit but she's such a busy person. She has seven clients she has to take care of, patients. I think she spends a lot of time with us. I think she has a feeling for Sandy and myself as a friendship.

Interviewer: Can you repeat what has surprised you about this Banner|Aetna program? Like how is it different from other insurance companies and other programs and whatnot? How that has surprised you.

Donald: Okay. Banner|Aetna when I was introduced to this program, I couldn't believe it. I just could not see and most other people could not understand how an insurance company's out there trying to tell people to take better care of themselves. I think Banner|Aetna program that Stacey or Tracy is doing, Leslie is doing is really helping in getting everybody healthy. I lost myself.

Interviewer: You can start over.

Donald: I just lost myself.

Interviewer: I'll ask it again.

Speaker 4: Just shooting, my man, I'm not here.

Donald: Okay.

Interviewer: It's hard to notice a huge camera and this huge man. So, again, what has been surprising about the Banner|Aetna program? How have they gone beyond what you expect from an insurance company?

Donald: My interpretation, or in the past, my interpretation with insurance companies was they wanted your money and they didn't care if you died tomorrow as long as they didn't have to spend any money back. When I heard about this program, I was amazed to find out that they are interested in your health. They want you to be healthy. They want you to eat well, exercise well, keep yourself going and it's probably less expensive for them in the long run. I think it's a fantastic concept. Whoever come up with this concept, I think should be rewarded.

Interviewer: What do you feel like you're capable of doing now that you weren't capable of doing before, thanks to this new help?

Donald: I just get along a lot better, walk better, stand up, as much standing up as I did today. I still there is time's I do tire out but let me go back on the question. Ask, tell you the question. I believe that this program has helped me tremendously, much more than if I didn't have it. I now can get up and walk around quite a bit. I have a walker, I've got two walkers, and I never use them except when I take a walk in the evening, down the street I take one just to take it, so I have something to hang onto. But six months ago, eight months ago before this program with Banner|Aetna, I was almost an invalid, and I would scuffle. My left shoe was wearing out from dragging it. But I think, just all in all, it's just given me a better concept. I think the Banner|Aetna program as they have going is just absolutely needed. Not only for the financial reasons but beneficial for health and they are interested in keeping you healthy, from what I can see.

Interviewer: Can you tell me a little bit more about your boat and your experience building it?

Donald: I bought this boat, I have a houseboat I'm building. I bought this houseboat about 25 years ago. It's an older houseboat but well, well made boat. And my dream always was to take this back to New York State and go to the Erie Canal. This was a kink in the fire when I got hurt, when I got a stroke. But beginning to feel better, we're remodeling the boat. I have a helper and probably done more work on it than I did but I used to be, if I could get two hours of work in a day I was good, but now I can get four and five, six hours a day in of just working on stuff.

Interviewer: Do you feel like it's thanks to the support that you're getting?

Donald: And I do believe that the support I'm getting from Leslie and Aetna, it helped me get better. Because the doctors, the only time I talk to doctors is when I go see them. And every time I go they give you a different pill to take.

Interviewer: Do you think that gives you more energy to keep working on your boat?

Donald: Oh, definitely. I have more energy and more interest and more excitement now working on that boat than I did a year ago.

Interviewer: Has also your excitement to go to the doctor's changed? Or your willingness?

Donald: Any time I have a doctor's appointment, I'm there, I'm there early. Matter of fact I had three of them last week with the vascular department at the VA and I was in and out of there before I was supposed to be in there. They really, really were working me good. If I didn't have the VA, it would be all strictly Banner|Aetna everything.

Interviewer: So again about the boat, when are you hoping to have it finished?

Donald: We are hoping to have that boat finished in about three months, but I don't know if we're going to make it this year or not. It'll probably be next year before I ... Go back on the question. I hope that boat will be finished probably yet this year. If not the next three months and if not it'll be next year I want to take it back and go on the canal. I always tell people when I get that project done, I'm done, come get me.

Interviewer: No. Why don't you think you'll have it done in three months?

Donald: Well, we got financial stuff once in a while. We still have a low income coming in. We have other resources we're making some money on and to do things on that sometimes it's going to cost me maybe five, six, seven hundred dollars to have somebody else come in and do electrical work. But we're doing what we can at a low rate.

Interviewer: Will your grandchildren help you out?

Donald: I have no children here at all.

Interviewer: Your grandchildren?

Donald: No, I have no grandchildren here at all, no.

Interviewer: Where are they?

Donald: I got grandchildren up in Las Vegas and I got grandchildren up in Montana. But my two daughters here, we don't have any grandchildren here.

Interviewer: And they're not interested in helping you with the boat?

Donald: Well, they're done. They're not here. Wait, let's see. My grandchildren are not ... I have grandchildren but they're not here to help me work on the boat, they don't live close enough to help me out. But when they were little, we took it up to the lakes and we had a sliding board on the back, and we'd take it right in the middle of the lake and shut the motor off and just start floating around out there and sliding down that slide.

Interviewer: Oh, that's so nice.

Donald: That was exciting, yeah, that was exciting.

Interviewer: Is there anything else you want to mention about the Banner|Aetna program that I haven't asked you about?

Donald: I think Banner|Aetna program, I don't have anything else I'd like to add except I think that the program should be expanded. I think it's ready for them. I think a program like this is definitely going to interest people to sign up with them, be a customer of theirs, because I think I have never seen another insurance company do it. So I think Banner|Aetna has come up with something that's really going to put them on the top because this program that they're doing right here is top.

Interviewer: Amazing, beautiful. You did a great job.

Donald: Also on this program, I did get to meet her director, twice he was here. I can't remember what his name was, but he was very interesting, very interested in talking with me, very interested in seeing if I liked the program. I think he was a real promoter, when I say promoter, very interested in what he was doing. Highly interested, great.

Interviewer: Did you feel like everyone has high moral values in the team?

Donald: I think, looking at all these people that have come out here and worked with me from Banner|Aetna, I think that they were way, way above average in all their different areas like professionalism, personality. They all seemed to be just down to earth people but still, in the many talkings we had here, they were getting right to the point and didn't waste a lot of time, but still made it interesting and exciting, yes.

Interviewer: Amazing. That was great. I think we got all that we needed.

Donald: Well, IInterviewer: You did really great.

Donald: No, I wasn't.

Interviewer: Yes, you were.

Donald: Okay.

Interviewer: Yes, really. Do you feel good?

Donald: Huh?

Interviewer: Do you feel good?

Donald: I feel okay, yeah.

Interviewer: Great.

Donald: Time for a beer. No. I haven't had a beer in almost a year.

Interviewer: You haven't had a beer in a year?

Donald: Just about a year.

Interviewer: Do you like beer?

Donald: You know, I'm a German and we like our beer. Well, I actually like hard liquor better.

Interviewer: I love beer and rum.

Donald: I used to be, when I was a teenager, I could drink a mixed drink for every beer you had, I could drink a mixed drink and still be in better shape. Let me tell you a funny story about beer. Now this is a true story. Look at him laughing. This is a true story. When I was a teenager and young 20, if I drank beer in a bar, you could take my face and go like that and draw blood, I would know, right from here, right from here. And I enjoyed beer and cigarettes.

Interviewer: So you were very unhealthy?

Donald: I don't have any idea. It was the beer. I went to Germany and I used to sit there and I could drink a gallon of beer like that at night. Never bothered me a bit. The minute I come back home, my dad and I sat down and had a beer in the kitchen and a cigarette, and the minute I took that sip of that beer, my face turned numb. Nobody knows why. But now after I quit smoking, beer don't hurt me, I mean I could drink it. But this is weird.

Interviewer: Do you have a healthier lifestyle now?

Donald: I think so, definitely, yes, yeah. I drank hard liquor. I liked, Crown Royal's the one I liked the best. We were on a cruise one time, on this cruise they had Crown Royal, seven dollars a bottle. And every three bottles youbought, they give you a sports bag or a backpack or-

Interviewer: So they wanted to get you to buy a lot?

Donald: So anyway I come home and I bought 14 bottles.

Interviewer: Too much.

Donald: No, it ain't much. I was stocking up. May be a cold winter or a hot summer, one or the other. All right, okay. Because they're all gone, but I got the bags.

Interviewer: You drank them all?

Donald: Oh, yeah, oh, yeah.

Interviewer: Well, I think we're good.

Speaker 1: That's good?

Interviewer: Yeah

Speaker 1: Good.

Interviewer: So-

Speaker 1: Okay. Are we ready?

Speaker 2: Yeah. Just about.

Speaker 3: Are you going to stay back here.

Speaker 2: Yeah. I am. I'm good with this.

Speaker 1: Are we ready?

Speaker 2: [inaudible].

Speaker 1: So Sandy ...

Sandy: Yes.

Speaker 1: How has Leslie, and the rest of the care team helped Donald?

Sandy: That's an interesting question. I believe that they have helped him feel more comfortable with understanding his situation, making sure him medicines are correct, and also too, having that personal relationship back and forth has been invaluable.

Speaker 1: How has that improved his health?

Sandy: It's improved his health tremendously because at this point we're totally sure that he's got the right medications, that he's being treated completely. It just gives both of us that self assurance that the quality of his life has been improved, because of the individual attention.

Speaker 1: Donald if you ever want to intervene, it's fine, you can join the conversation, but I wanted to ask you, how has Leslie integrated you into all this process? Are you part of all the conversations?

Sandy: Absolutely. It's not like an insurance company, it's like sitting down with a friend, because her personality, and her ability to explain everything is ... and she's so open, and so friendly, that we've built a relationship with her that makes us both feel included, and much more knowledgeable about what's going on.

Speaker 2: [inaudible].

Speaker 1: What has surprised you about the Banner Aetna program that you weren't expecting when you started this process?

Sandy: Well again, we just had no idea what to expect. It's just, it's so easy and it feels so comfortable. It's just so personal. You don't feel like a number. You're dealing with a person, and you're being heard, and you're speaking, and you've got eye contact. It's wonderful.

Speaker 1: What are some specific details about your lifestyle that you think have been improved thanks to the Banner Aetna program? Like, Donald's workshop and his boat, or your daily activities, how has that improved?

Sandy: Well, he feels better, and I feel better and more comfortable with knowing that he's not over doing, that it's okay with the things that he is doing, because of the knowledge and understanding of what his actual health qualities are, so it takes that fear of the unknown away, because you realize that ... I'm not quite sure how to put it.

It's just knowing that he's really okay, and that assurance, so it takes the worry out of it. It takes that sense of not knowing what's going on for both him, and myself.

Speaker 1: So you feel more reassured?

Sandy: Absolutely.

Speaker 1: What are some other feelings that you got when you started realizing how impactful it was?

Sandy: Amazing, for one thing, because it's just something we've never experienced before.

Speaker 1: What impresses you about Leslie in particular, it seems like you have a great relationship with her?

Sandy: Oh, she's just such a sweet person and her personality is just bubbles, and she's so knowledgeable, she's so professional, and yet so open, it makes it very easy to talk, and to communicate with her. I think the whole program with people lie Leslie, and we've also met her doctor was a supervisor, came to the ... it's just you build a relationship and a confidence in the insurance company, in the people you're working with, and a trust that otherwise would not of been possible.

Speaker 1: What are some of your health goals for yourself and for Donald, and how are you working to reach those?

Sandy: Well, we all want to maintain good quality health. We all want to be able to do the things that we could do 20 years ago.

Speaker 1: Like what?

Sandy: I don't accomplish as much in one day as I used to, but I just think it makes you more aware of eating properly, exercising, it's okay to take those naps. Your body's going to let you know when you need to rest. We all go through different stages in life. Aging is just a new stage, and it's okay to feel uncomfortable with your stage in life, and we're your at.

Speaker 1: So, Donald likes to work on his boat, what are some of the things that you like to do?

Sandy: I'm an artist and a teacher. He often makes the joke that I'm the pro artist and he's the con artist. So we both have things we collect. We both have individual interests, and I think that's part of what makes the relationship work is that we get to share different aspects of ourselves with each other, and with other people in the community, and that we come in contact with.

Speaker 1: So the word community. Do you feel that its important that the people in Banner Aetna are part of your community?

Sandy: Absolutely. I think it's important that everyone in the medical profession, whether it's our primary care physician, or whether it's the insurance, so I always thought of Banner Aetna as ... they're the insurance company, the payment comes out of my paycheck at the school. However, it's become so much more, it's become Leslie, it's become the doctor, it's become the interaction, and it's become personal.

Speaker 1: Is there something you want to add that I haven't asked you? Or you Donald?

Donald: I have a funny thing to add. Leslie called me one day and she said get all your meds out and your sheet, and said I want to check all your meds, make sure you're taking the right one. So I had them all sitting right here, and I put a can of bud light with it too. As he came in I said, here's all my meds right there.

Speaker 1: You're a prankster.

Donald: And she laughed. It was real funny, right? So she's not only professionally very good, she has a good sense of humor.

Speaker 1: I love that. That's a great anecdote. Have you had any other funny moments with Leslie, or anyone else?

Donald: I can't gonna tell you all that.

Sandy: He's more the jokester than I am. He keeps us all laughing.

Speaker 1: Great. We got everything. Cool.

Sandy: Cool.

Speaker 1: So I think we're ready to move on.

Sandy: Okay.

Speaker 1: Let me tell you guys. I'd like to have you pick all the oranges you could take back. Now, have you got some boxes? I've got some boxes to put them in, because we can't eat all those oranges.

Speaker 2: That's so sweet of you.

Speaker 1: No, really. I've got some more pickers to reach up to pull them down, so these guys ... When you're all done, let me know. I'll get you a couple of 256 Marginal Street windyfilms.com Boston, MA 02128 +1 401.662.0726 big boxes, and you can fill them with oranges to take it back for that new orange crushing machine you have.

Speaker 2: Thank you so much. I will definitely take a few oranges.

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