The Most Irate Call

Ok so I am fairly new to reddit (this is my first post) so I thought I would share an experience that happened to me JUST YESTERDAY.

So I work in a call center for an insurance company. I’ve had a lot of irates in the 2 years I’ve worked there but yesterday I got one of the top 3 (if not the most) irate callers of all time.

A lady (late 40s) called in yesterday about her claim and the call went a little something like this…

M = Me C = Customer

M: Hi thank you for calling ** this is ** how can I help you?

C: with an attitude Yes I would like to know exactly WHY I was charged $500 for my office visit?

M: Ok I can help you with that

I go on to verify her name and information and look up the claim in question. Turns out she was seen by an out of network doctor so she had about $200 that went towards her out of network deductible and then $300 that was balance billed. I explained this to her and She. Went. BALLISTIC.

C: well whAT THE FCK AM I SUPPOSED TO DO ABOUT THAT. I CANNOT AFFORD A $500 BILL. FCK. MOTHERF*CKER!!!!!!!!

M: puts her on mute and takes a deep breath aw hell here we go

M: I’m sorry about that I-

She cuts me off

C: YOU’RE NOT SORRY. YOU PROBABLY MAKE SO MUCH MONEY WORKING THERE!!! YOU DON’T GIVE A F*CK.

lmao I don’t make sht but go off*

M: No ma’am, I do understand and I do care.

She continues to rant and cuss for about a solid 5 minutes. I just sit there and listen.

She is screaming so loud that I can feel my headset vibrating lol

M: Ok so what I can do is I can help you file an appeal to dispute this bill.

She starts to calm down a little and agrees to file the appeal

M: One moment please.

I put her on mute and set up the appeal

When I get back from having her on mute she apologizes for cussing and says she is embarrassed that she lost her cool like that. I tell her it is okay and that I understand her frustration (although that definitely gave her no right to scream and cuss like an absolute lunatic). But then again I did feel bad for her since it wasn’t her fault that she was seen by an out of network doctor (at an IN NETWORK hospital)

I filed the appeal for her and let her know that she would receive a decision within a designated timeframe.

I then took a 5 minute break to calm myself down and prepare for my next call which, thankfully, was a really sweet person.

Man. Working in a call center is wild.