congress. >> a report said 30% of calls to the crisis hotline still rolled over to the backup calls. you say the problem now is resolved. does that mean you guarantee when somebody calls the crisis hotline that somebody will answer the phone? >> somebody will answer the phone. the question is whether it rolls over to a backup service. the backup service are trained responders but they are not v.a. employees. as you mentioned, just several months ago 30% of our calls were rolling over to a backup center. today, that number would be less than 1% so it's not zero, but it literally is a handful. >> a big picture question with the v.a. what is the problem? my mom worked at the v.a. you work at the v.a. i know that there are a lot of really good devoted people. why are there so many veterans not able to get access to the system and why are there too many, maybe not a tremendous amount, too many who get access