What happened is that a woman misunderstood the office assistant on the phone while making the appointment. The woman believed her dental work was fully covered by the financial hardship program. However, at checkout, she was charged a small amount for that day's appointment and was told that she would owe more than five hundred dollars for subsequent appointments. She immediately explained that she was told she had full coverage for her dental work and was told everything would be free. When dental students and women who were collecting money, they informed her that she only had 20% coverage on her dental work. The dental students felt bad because they had also misread her chart, so they told her multiple times that all of her work would also be completely covered. The women then explained that she did not have five hundred dollars and would not be able to pay for the dental work that had been recommended to her. The students apologized several times and accompanied her to the finance desk to see what had happened. When I spoke to the students, they informed me that the documents were correct and that they were not completely covered. Although this was an uncomfortable situation for everyone involved, I believe it is important to carefully plan ahead to ensure similar cases