Me: “Thank you for calling [eye doctor’s office], how can I help you?â€
Lady: “Hello, I want to check on the status of my glasses.â€
Me: “Okay, what is your full name?â€
Lady: “Lori Johnson, spelled L-O-R-I.â€
Me: “Okay, hold please.â€
(I check the computer for Lori Johnson and it doesn’t come up. I then check alternative spellings things like Laurie, Lory, Lauri, etc. All to no avail.)
Me: “I’m sorry Miss, would you mind giving me your date of birth?â€
Lady: “12-21-1969.â€
(I do a search for that date of birth and one name comes up. Lori Smith.)
Me: “Would you by chance be listed under any other name?â€
Lady: “NO!â€
Me: “Okay, I’ll try searching by address.â€
(She gives me her address and sure enough, it matches Lori Smith.)
Me: “I seem to have you listed in our computer as ‘Lori Smith’.â€
Lady: “That’s not me.â€
Me: “Well the date of birth matches, as does the address. Would you like me to search by social security number?â€
Lady: “That’s not my name. I got married and my last name is Johnson now!â€
Me: “Oh I’m sorry, your insurance still has you listed as Smith so that’s how we got mixed up. You’ll probably want to call them.â€
Lady: “That’s no excuse.â€
Me: “I’m sorry. But there was no way for us to know you got married.â€
Lady: “It was in the newspaper!â€
Me: “Okaaaaaay.â€
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