C. Processing of the Engallas' Claim. Kaiser received the Engallas' May 31, 1991, demand for arbitration on June 5 or 6, approximately three business days after it was mailed by respondents' counsel. In that demand letter, Mr. Rand explained the nature of the claim, advised Kaiser of Mr. Engalla's terminal condition, and appealed to Kaiser to expedite the adjudication of the claim. Although he did not yet have a copy of the arbitration provision, Mr. Rand expressed an unqualified willingness to submit the matter to arbitration. At the same time, Mr. Rand indicated that he needed and was requesting a copy of the arbitration provision. After hearing nothing for two weeks, Mr. Rand again wrote to Kaiser, repeated his agreement to arbitrate, and stressed the fact that "Mr. Engalla has very little time left in his life and I again urge you to assist me in expediting this matter for that reason." Several days later, Kaiser's in-house counsel, Cynthia Shiffrin, whose responsibility it was to monitor the Engallas' file, responded to the claim by acknowledging receipt and providing a copy of the arbitration provision per Mr. Rand's request. In turn, she requested $ 150, as required by the arbitration provision, as a deposit for half the expenses of the arbitration. Mr. Rand mailed the check the same day he received Ms. Shiffrin's letter. Ms. Shiffrin also expressed her willingness to comply with the request to avoid delay, noting that she had arranged for "expedited copies" of Mr. Engalla's medical records, and promising that outside counsel would contact Mr. Rand "in the near future with Kaiser's designation of an arbitrator."