TuVox Speech Central

Unfortunately, my son got an injury while at a Boy Scout event earlier this year. He and a knife got acquainted a bit too closely…and ended up needing emergency treatment. He’s fine (he doesn’t seem to be very sensitive to pain, as we’re finding). In any case…

I received a bill from the emergency center, and Kaiser paid part of it, leaving some in dispute. When I called Kaiser to appeal (at a minimum for help), I had a classically bad phone experience. Layers of touch tone menus, jarring on-hold reminders that my call is important, etc. I got ahold of a great agent who offered to transfer me to the appeals group. When she went to transfer me, I heard more hold music…and then I was disconnected. OK…start again.

Next call…same upfront experience. But then I got back to the same agent. Miracle or plan? I’m not sure, but she apologized and offered to quickly transfer me. We go to the transfer and … once again … disconnect.

Of course, you’ve been here too. I started laughing/crying. I’m 30 minutes in to this experience and about to start again. Some office-mates walk up and ask what’s going on. I explain my lament…and while I’m explaining, my cell phone rings. It’s the agent! She has tracked me down, apologizes again, and tells me how to conduct my business with a fax.

Needless to say, given the circumstances, I was very pleased.

Amanda, if I can figure out how to put you up for a commendation, it’s coming.