I don't think it is possible to think kindly of a corporation whose sole purpose is to keep costs down for itself at the cost of someone's health. Corporations are not kind. Fighting to get medicine you or a loved one needs or to even understand the system and its barriers to relief to suffering is not conducive to kind. The policies may not be the fault of the person on the phone but who else is there? You have to be wilier than a therapist to get to yell at the CEO.