Dear health insurance CEOs: I’ve been a cancer patient for 22 years, and I’m begging you. Please don’t use AI customer service agents

Dear Sir or Madam, My name is Jonathan Gluck. I’m a cancer patient. I have a type of blood cancer called multiple myeloma that is treatable but, in all but a small percentage of cases, incurable. I’ve been living with my illness for more than 22 years. During that time I’ve undergone dozens of rounds of radiation therapy, chemotherapy, and immunotherapy as well as a difficult and potentially fatal treatment called CAR T-cell therapy. I’ve gone in and out of remission more times than I care to...