I needed to get a first-time passport, and I wasn't in THAT much of a hurry. The specialist assigned to me (Laurie Frias) was very helpful and walked me through the process. Even though I had to do most of the legwork myself (which makes sense considering the documents involved), I completed the process with no trouble at all. And after I sent my documents in, I received my documents almost a week earlier than I thought I would. Rushmypassport & Laurie rock. :)
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