Two years ago, Bobby Neeb saw his doctor for a routine physical. What he got was a life-changing diagnosis.

“I was diagnosed as a diabetic,” Neeb said. “I cried. She was sympathetic. She said, ‘We need to get you better.’”

It was a moment of reckoning for Neeb, 66. He realized he could continue down a dangerous path or fight for a life he wasn’t ready to lose. Even so, the first step felt overwhelming. His doctor told him to start walking 30 minutes a day – a prescription that seemed impossible.

“I looked her in the eye and said, ‘Doctor, I can’t walk 30 minutes. I can’t even walk 15 minutes.’” 

Neeb turned to his health benefits provider, Cigna Healthcare, for help. That’s when he met Rachel Smith, a registered nurse and health advisor who works one-on-one with customers over the phone. She did more than guide Neeb – she shared her belief that he could achieve his goals.

“We were talking about opportunities to lose weight and understanding diabetes,” Smith said. “I really come from a nonjudgmental place. It’s important they know I’m a caring person.”

Her compassion made an immediate impression. “Rachel was very empathetic,” Neeb said. “She listened to me. I personally would have judged myself pretty harshly in that conversation. She didn’t.”

That connection marked the start of Neeb’s transformation. Over time, their phone calls became touchstones of encouragement while his daily walks got longer, his waistline shrank, and his confidence grew.

(Pictured left: Bobby Neeb and Rachel Smith.)

Smith also encouraged him to reclaim other aspects of his health – including his hearing. After years of struggling to hear, Neeb decided to get cochlear implants.

“Not only could I hear birds sing again, but if they flew close, I could hear their wings,” he said. “It made me feel so happy.”

Smith remembers that moment well. “He was so excited to talk about birds and leaves rustling,” she said. “I had goosebumps getting to hear all of this.”

She realized that Neeb’s transformation wasn’t just physical. “The weight Bobby carried wasn’t just on his body – it was in his heart,” Smith said.

With his confidence restored and his hearing regained, his relationships – especially with his children and grandchildren – grew stronger.

“I’m not afraid to be open with them anymore,” he said. “I’ve started to realize what’s important to me instead of hiding from things.”

One day, his son invited him on a vacation. Neeb wanted to say yes – and be strong enough to enjoy it. So he called Smith.

“We strategized a little about increasing my walking, maybe adding some exercise to my day off,” he said.

After meeting exclusively over the phone, Neeb and Smith met in person in his hometown of Indianapolis, Indiana, to talk about his health journey. “You asked me what my first achievement was,” Neeb reminded her. “I said, ‘I made the second phone call.’”

“You did,” Smith replied, smiling. “And the third and the fourth.”

Their bond, forged through vulnerability and perseverance, left a lasting impression on Smith. “I know it’s changed his life,” she said. “I don’t know how that couldn’t stay with me for the long term.”

Today, Neeb’s life is filled with purpose. “I’m not somebody special. I’m just somebody who was willing to ask for help,” he said. “To the Bob of two years ago, I’d say, ‘Life is not over. Find something good to do for yourself today.’ Rachel is a key pin in the way I live my life now. She helps me make better choices – about tomorrow, about today, about how to change my life.”

With a smile, he added, “I’m excited about what tomorrow brings.”