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It aggravates me when a caller thinks they know what the problem is and they are incorrect and don’t want to let me do what needs to be done to solve the problem.
Most recent case. I had a caller who had his benefit date changed to be two months earlier. To do this change we cancel the claim that was active and then have them reclaim the benefits on the new claim including the benefits that were already paid.
If the client does not do this they get a letter saying they owe us money.
My caller is angry because he has a letter saying he owed over 28k and believes he doesn’t owe it. I reviewed the case and saw he did not follow the process needed and claim the weeks again. I tried to get him to understand the issue and he keeps coming up with reasons that have nothing to do with the problem.
A call that needed less than 5 minutes to resolve took over 15 because he didn’t want to hear from someone who encounters this situation frequently what the cause and resolution was because he was fixated on the amount owed even after he was told by me he would not owe the money when I finish.
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