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I'm Lucy, and I'd be happy to answer your questions today. I'm sorry to hear about the accident.
Why is anyone billing you for an accident that your son was in? Did you pay for the rental car? Did you sign something agreeing to be responsible?
OK, thank you. I'm happy to call you, but have received a notification from customer service that there's a problem with your payment. Please contact them to work that out so we can proceed.
Thank you for updating that. I'm afraid I'm going to half to opt out, as it is the middle of my lunch time and it appears that you need immediate assistance. Good luck, and have a good day.