Hi so another idiot karen for you guys.
So at my call center we handle a specific benefit where members can purchase over the counter items with a credit that the plan gives. Mostly we handle Medicare and Medicaid recipients.
My day was going alright and then this screaming banshee came through the line.
M: me BB: banshee bitch DM: dumbass member
M: thank you for calling dumb insurance company my name is apples who do I have the pleasure of assisting today.
BB: My name is Mrs. Banshee SPELLED lists out the spelling of her easily spell able name. But doesn’t spell out her last name and I’m calling for my Mother did you get that?!
M: rolling my eyes to check on my few remaining brain cells. yes Mrs Banshee. Is your mother available to give me permission to speak with you?
It’s always easier for us to get permission from the member. Because otherwise we gotta call over to member services and see whose on file. Simply because we don’t have access to it. That’s the plans choice which we have no control over.
Usually this is when important information would come up. Like if the member has a physical disability or anything like that.
BB: oh fine here talk to her
DB: garbled mumbling and a very choked barely formulated yes
M: goes to give recording script when the phone is snatched back
BB: Did you hear her she said yes!
M: unfortunately I have to actually speak with the member, in order to verify theyre identity.
BB: ugh I’ve never had to do this before but fine.
She hands the phone back to DB.
DB: garbled yes and indecipherable words
Me. goes into the recording script for security purposes can you please verify your name.
DB: mumbling and another yes
BB: snatches the phone she had a stroke all she can answer is yes or no questions! God you have to make everything difficult. I just want to place an order!
Me: rolling my eyes yes I’m sorry I did not know your mother had a stroke, let me go ahead and confirm with member services that you can speak on the members behalf. Can I get the spelling of your last name
BB: begrudgingly gives me the spelling while complaining
I put her on hold and call over to member services, guess what, no power of attorney under her name is on file. Great.
Me: I’m very sorry Mrs. banshee. But we do not have anyone by your name listed that they can speak for the member.
BB: cussing and screaming I HAVE NEVER HAD THIS PROBLEM BEFORE! I WANT TO PLACE AN ORDER JUST TAKE THE DAMN ORDER.
She then goes off somewhere with the phone
DB: in the distance says yes
BB: she’s saying yes can you hear her now take my fucking order!
M: I’m sorry but since you’re not on file I cannot take the order, as the member as you stated cannot confirm their identity. In the mean time you can use our website to place an order.
BB: I DONT WANT TO USE THE WEBSITE I WANT TO PLACE AN ORDER NOW!
M: due to hippa laws I cannot access her account. You will have to use the website.
BB: what’s hippa NO ONE HAS EVER DONE THIS BEFORE more screaming and cursing
M: ma’am. Hippa has been around for decades. No one in my department would have given you access if you were not listed on the account or if the member could not verify their identity. You will have to use the website until you can send in your power of attorney documentation.
BB: NO IM GOING TO PLACE AN ORDER
then the phone changed hands.
MDB: hi what is the problem here this is mr. dumb banshee.
His name also was not on the power attorney form we had on file.
M: you’re not listed on the account and the member cannot verify their information. To protect the members health information, due to hippa you are not allowed access to this account.
MDB: this is ridiculous. Do we have to switch companies? Cause we will cancel the insurance policy if you don’t place this order.
Me: I’m very sorry sir not actually but no insurance company will allow you access to an account you’re not listed as authorized on. Due to hippa laws if I grant you access I would be jeopardizing my job and there’s criminal charges associated. No company is going to give you access. Now again you have to use the website, that is your only option at this time until we have a power attorney form on file with Mrs banshee’s name attached to it.
MDB: I want to speak to your supervisor! This is the worst customer service I’ve ever seen! You just don’t want to do your job. Get me a supervisor.
Me: unfortunately without an account and without you authorized to speak on behalf of the member, you cannot speak with a supervisor.
BB: I WANT TO FILE A GRIEVANCE
Me: because you’re not listed on the account you also cannot file a grievance. Now as I’ve stated before, you can use the website to place an order until your power of attorney paperwork is filed. Otherwise I cannot assist you.
BB: well I’m NOT HANGING UP AND YOU CANT DISCONNECT THE CALL.
Me: I’m very sorry about that but I’ve given you your options. And unfortunately you can stay on the call if you would like, however I will not be able to assist you with this account.
BB: well you’re fucking useless. I dont have time for your bullshit I want your name and your employee ID and your supervisor.
Me: due to security reasons we do not give out last names or employee ids. My first name is apples.
BB: I want your supervisor and last name. You have to give me that information.
Me. No I do not. My last name is classified for my protection.
BB: you’re such a bitch. Fuck you.
Me: have the day you deserve.
Bb: likewise cunt.
click
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