So this happened ages ago, when I worked in an insurance call center. Our company was contracted as part of the Medicare Part D initial roll out. For those who don’t know Medicare Part D covers prescription drugs.
In the initial roll out there were tons of plans through numerous companies. The customers were supposed to call in to choose a plan or opt out of a plan. If you didn’t call in to do one of those things you were automatically assigned a plan. When calling in you’d give us your list of prescriptions, and plans would come up from least expensive to most. For certain low income people a plan was assigned automatically in advance, and these plans would have no monthly bill, and many would have very low or no copays for the prescriptions depending on the scrip.
So I’m rocking along kicking tail and taking names, when SHE calls. 😵😵😵 Cast – DOL=Dumb Old Lady, M=Me, S=Supervisor.
M: Thank you for calling company, this is AdamGreyskul75, how can I assist you today?
DOL: I’m calling for this Part D thing! They signed me up for a plan, and I don’t want that plan!
M: Ok ma’am, were you wanting to opt out of the program completely? Or simply choose a different plan?
DOL: I want a different plan! They chose this one and I don’t want it!
M: That’s fine ma’am. If you’ll give me your list of prescriptions I’ll help you choose another plan.
DOL: I take D1, D2, and D3.
M: Ok ma’am. I’m showing that they have already signed you up for Super Awesome Plan. There will be no monthly bills and all of your prescriptions will be no charge at any pharmacy that takes Medicare.
DOL: I don’t want that plan.
M: Ok ma’am, the next plan would Sorta Good Plan. It would cost you $XX.XX dollars a months and each of your prescriptions would cost you $X per month.
DOL: That’s too expensive!
M: Well ma’am the plan you’re currently on won’t cost you anything at all.
DOL: I don’t want that plan!
Wash, rinse, repeat, with each plan getting progressively more expensive. For 1. And a half. HOURS!
M: head desk -been doing this for the last 30 minutes Ok ma’am. We have the Totally Wrong For You Plan. It’s $XXX a month. D1 would be $XX per month but D2 and D3 aren’t covered by this plan at all.
DOL: THAT’S TOO EXPENSIVE!!! Why are all of these plans so expensive?
M: Well ma’am head desk the plan You. Are. Currently. On. Would not cost you anything.
DOL: I DON’T WANT THAT PLAN!
M: head desk head desk head desk Ok ma’am. The next plan is Worst Possible Plan. It would cost $XXX a month and none of your prescriptions would be covered.
DOL: BUT THAT’S TOO EXPENSIVE!!!
M: HEAD DESK
DOL: What’s that noise?
M: Must be the connection ma’am. head desk Ma’am, the plan you’re currently on would not cost you ANY MONEY. AT ALL.
DOL: But I don’t I don’t want that plan!
M: Ma’am I don’t have any other plans. What is the problem with the plan they assigned you?
DOL: They assigned it. I didn’t pick it.
M: barely cut off snort of near hysterical laughter Ma’am, what is your issue with a plan that costs you nothing and supplies your medications at no cost as well? This is the best possible plan if any pharmacy in your area takes Medicare.
DOL: Well I guess, I’ll keep it then. hangs up
M: headdeskheaddeskheadesk
S: So that’s what that noise was.
M: gives her look promising mass murder
S: Uhhhhhh, why don’t you take a break….
It took me nearly 30 minutes to calm down.
Our average call was 5-10 minutes. That call ALMOST made me quit, but fortunately it was the worst call I ever dealt with by far, and I actually spent several years with the company.
submitted by /u/AdamGreyskul75
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