your call is (not) very important to us
what’s the point? i mean, really. why do they have you go through all the trouble to verify who you are and what you want in the phone tree if they’re just going to ask you all the same $hit when you get to talk to them?
due to the inequality of quality of care one receives from unicare when switching between a group plan and an individual plan, i’ve had to call these yayhoos about a half dozen times in the last six weeks or so. and it’s always the same thing.
auto-attendent: ‘thank you for calling unicare. to better route your call, please tell us who you are; you can say member, provider, group administrator or agent.’
‘member’ i say.
a-a: sorry, i didn’t get that. you can say mem-
‘member!!’ i shout.
a-a: ‘okay. and to better assist you, please say or enter your member number or the primary policyholder’s social security number.’
me: 123X43079 (carefully enunciating the zero as zeer-oh and not oh)
a-a: ‘thanks. and to verify your identity, please say your date of birth. you can say march seventh, nineteen fifty-five.’
me: ‘march seventh, nineteen fifty-five’ (not really, but you get where this is going)
a-a: ‘thanks. and to ensure that i’ve got the correct information, please verify your zip code.’
me: ‘seven seven three eight zero!!!’
a-a: ‘blah blah blah some schpiel about how anything they tell me is not a verification of benefits or coverage yaddah yaddah…’
and after all this…. when i get a real person (who’s english may or may not be recognizable) the first thing they ask me, after my name?
you guessed it – my id number, then my full address and then – wait for it – my date of birth.
what the #&*@! is the point of all that automation if it clearly doesn’t pass along a damn thing to the person waiting to talk to me at the end of the line? what?!?!?!
TweetTags: automated attendant, health insurance, phone tree, unicare
Friday, March 13th, 2009 at 8:54 PM • i $hit u not, rants • RSS 2.0 feed Both comments and pings are currently closed.