"Amy, let me let me make sure I understand your situation correctly."
"Your application to the program got denied because the deadline was missed.
It took a long time to get an appointment, and then you had to rush to fill it out, which was stressful.
Then, you submitted it to us, but we didn't get it processed in time. Is that right, Amy?"
"It is so frustrating when this happens. I really wish we had a more flexible and efficient system.
I know we are working on it, but it still has a long ways to go, as your experience clearly shows.
I'm sorry this happened."
"Amy, here are some available options.
1. You could apply now for the next round, which would easily meet the deadline.
2. In the meantime, you could contact NONPROFIT/Community Resource.
How does that sound?"