Under HIPAA it's more difficult to release a deceased individual's records that it is for a living person.
Focus such a call on what you can do instead of what can't be done and why it can't be done.
"Oh dear. You have my sympathy ma'am. I know how difficult it can be to take care of this kind of thing after a loved one passes. Please hold while I determine what documentation you'll need and where to send it or who you need to call and the phone number. "
Focus such a call on what you can do instead of what can't be done and why it can't be done.
"Oh dear. You have my sympathy ma'am. I know how difficult it can be to take care of this kind of thing after a loved one passes. Please hold while I determine what documentation you'll need and where to send it or who you need to call and the phone number. "
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