Hi$,$ please see the escalation email below. Please draft a reply email to this customer.

Thanks, Harley

Three days after being told by another representative that her issue would be resolved within $24$ hours and not the typical $7$ days, a customer called back to find out if her bill will be covered. I noticed that this issue was escalated to a different department and resolution typically takes at least a week. The representative that the customer previously spoke with had misinformed the customer of the timeline.