Rx department rep: I need you to send us the updated Rx record.
me: Alright I’ve done that.
customer: I never got my ID card either and I need plan documents as well.
me: So I’ve sent your mailing address to the carrier as well. Carrier, are you able to send out the ID card?
Rx department rep: I’m with the Rx department. I would have to get you over to Carrier.
customer: Starts getting exasperated.
me: Ok that’s fine, she’ll get us over to the right person.
Rx department rep: Cold transfers customer and me to the carrier IVR.
customer: Thinking she’s gotten disconnected from us both, she tells the IVR that she needs help with her prescriptions.
IVR: Transfers her to the carrier’s Medicaid department.
Medicaid department rep: Explains to customer that her call was incorrectly transferred.
Medicaid department rep: Cold xfers again to the IVR.
Customer: Tells the IVR to get her prescriptions fixed.
IVR: Xfers to the Rx department.
Customer: I need my Rx fixed and I need my ID card.
Rx Rep: You’ve reached the RX department. The carrier issues the ID cards.
Rx Rep: Cold transfers to carrier IVR and call somehow gets xferred to the carrier.
Carrier Rep: How can I help you?
Customer: I need my prescription fixed and I need my ID card as well.
Carrier: 7-minute delay.
Carrier: If I send you your ID card today, it would take 10-13 days for you to receive it. Would you like me to send you your ID card?
Customer: How else am I going to get it?
Customer: I need a supervisor.
Carrier: Another 7-minute delay or so.
Carrier Supervisor: Joins the line.
Customer: Explains the issue.
Carrier Supervisor: Sends ID card, Verbally authenticates Rx coverage with local pharmacy.
Carrier Supervisor: We still need to set up your mail order coverage.
Carrier Supervisor: Xfers to mail order Rx number.
Mail Order Rep: I need your billing information.
Customer: You never got that information from my old Rx provider?
Mail Order Rep: No.
submitted by /u/bro-asking-questions
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