Lewis is a billing specialist working for Dr. finch a family practice physician he recieves a call from a from a disgruntled patient who says he has been billed twice for a copay he made at the time of his office visit. Lewis is polite and tries to placate the patient who is irate he looks at the patient's file realizes the patient is correct and apologizes promising to correct the error that day the patient promptly hangs up without another word after the call Lewis corrects the error later that day still upset about the interaction he complains about the patient by name to a co-worker did Lewis handle this situation properly