I’m writing this while listening to “on hold” music that sounds like the record is stuck and somebody needs to move the needle. I try not to do non-writing business during my writing time, but if I wait until later to call my insurance company, I’ll lose my courage, so now, while we have sun and hail happening at the same time (craziest winter ever), I dial the 800 number and encounter Robo-Guy.
Now, Robo-Guy and I have a problem. He does not understand what I’m saying. I think I’m speaking English. I’m enunciating as hard as I can. And yet he doesn’t seem to get me. He keeps spitting out a list of choices, none of which apply to my situation. Specifically, I’m turning 65 on Thursday, I have gotten a pile of stuff in the mail from Medicare and Blue Shield and I don’t understand how the two insurances interact. Do I have a Blue Shield “supplement plan” plus Medicare or what? This is not on Robo-Guy’s list, the same list I saw online before I decided I would have to use the telephone.
Every time I start to mutter to myself, he stops and restarts his list. I must be silent unless I can say something that’s on the list. BUT IT’S NOT ON THE LIST.
I take a chance. I say “Medicare supplement.”
“Did you say benefits?”
“No.”
“My mistake.” He repeats the list.
I repeat “medicare supplement.”
He says, “Did you say benefits?”
Head slap. “Yes.” I’ll say anything that gets me to a human being.
So I get one. I immediately forget his name. Dennis? We’ll call him Dennis. I give could-be-Dennis my information. He puts me on hold. The line goes silent. Am I still connected? Oh! There he is. My plan does not show me having Part D. Part D? But he’s not the right guy, which I knew because I picked a “wrong” choice to get to a human. Would I like to be connected to the other guy? Yes.
Commence the loud hold music. I start to scribble because I am unable to sit and do nothing and the music cannot be listened to. Why is loud annoying music considered better than silence?
Oh! Dennis. He’s still working on it. Hold on.
Why not give us news, information, quizzes, gossip, the Beatles, anything but this noise? How about, this is brilliant, how about employing professional “hold chatters,” friendly people who will talk to you while you’re on hold. You could talk about anything: work, kids, recipes, the weather, frustration with your in-laws. Kind of like therapy. I think it’s a great idea, as long as they’re live people.
Hey! Dennis has delivered me to Erica, who actually makes jokes. She’s going to check which is my primary and which is my secondary insurance. She giggles. “Who’s on first, who’s on second?” She actually remembers the old comedy routine. I love Erica.
Now I’m back on hold. The music didn’t miss a beat. For anyone calling government, insurance or financial institutions, always use the bathroom first and come supplied with coffee, tea, or whiskey and something to do because it’s going to take a while.
Erica is back. I’m listed as a “PPO retiree.” Okay. Blue Shield is still my primary insurance and Medicare is secondary. Is that what it’s supposed to be? Shouldn’t it be flip-flopped with Medicare primary? Somebody who is older than me and understands this stuff, please explain in plain English?
Erica offers to transfer me to another person. I can’t take anymore. “Not today,” I say. I may be over-insured, but going into my birthday, at least I am covered. I am double-blessed with insurance from my late husband and from Uncle Sam. I know a lot of people struggle to have any kind of insurance at all. I am lucky to have had Blue Shield all these years via Fred. On my own, I’d be at the mercy of the Affordable Care Act, which our president wants to abolish.
I’m still thinking about Robo-Guy. Oddly, I feel guilty, like I screwed up our conversation. He wasn’t even real, but he sounded so real, so anxious to please yet so perplexed by what I was saying.
So, tell me about your Robo-Guy experiences. Does he have trouble understanding you, too?
***
I wasn’t going to write about my upcoming birthday anymore. So I’m turning 65. Get over it, right? Right. But let me close with two important reminders about the upcoming anniversary of my birth (Thursday, Thursday, Thursday).
Some of my local area friends are joining me for lunch at The Chalet in Newport on Thursday at noon. Contact me if you want to come, too, so we can get a big enough table. No presents or even cards are necessary. I’m still thinking I will end the day at The Drift Inn in Yachats, where the music begins at 6 p.m. Let me know if you want to join me there, too. In between, I might go for a long hike if the weather is decent. If not, maybe I’ll do a little antiquing.
Unleashed in Oregon 