Me: “Yes, I would.”
(Hold music.)
Supervisor: “Hello, [My Name]? I’m told you would like to speak to a supervisor. I’m [Supervisor].”
Me: “Yes, thank you. I called almost two weeks ago to have meds delivered. There was a miscommunication and they were not delivered. I called two days ago to have the same meds delivered as of yesterday, but they weren’t. I called today and found that I owe money and [Insurance Company] is withholding my medications until I pay. Nothing in my records shows any unpaid copay, so please tell me what is going on here.”
Supervisor: “I apologize for the inconvenience. Please be patient with me while I look into this further. Can I put you on hold?”
Me: *thinly veiled annoyance* “Yes.”
Supervisor: “Thank you.” *hold music* “Hmm. Ma’am, I apologize. I see the bill, but I’m not finding anything that it could be linked to. Unfortunately, I cannot authorize your prescription to be refilled until this bill is paid.”
Me: “Let me get this straight: your records show that I owe money. Yes?”
Supervisor: “Yes.”
Me: “You will not send my medication until I pay this bill. Correct?”
Supervisor: *uneasy* “Correct…”
Me: “But when I ask why you want me to pay, no one can tell me why. Am I wrong?”
Supervisor: “No, ma’am, you are not wrong.”
Me: “Can you see why I’m annoyed?”
Supervisor: “Yes. Please let me put you on hold one last time.”
Me: “No.”
Supervisor: “Ma’am?”
Me: “I will not be put on hold again. This phone call is already over an hour long. If you cannot tell me why I owe this money, I can only assume it’s a mistake on your end and I’m being billed for someone else’s medication or—“
Supervisor: “We are very thorough in our billing process and—“
Me: “—OR someone is committing insurance fraud and I’ll have to hire a lawyer to get this resolved.”
Supervisor: *panicked* “Um. No, no, that won’t be necessary.” *clicking keyboard* “I will see to it that your medication is shipped out today and I will put an override on the unpaid bill. I will continue to research this and get back to you as soon as I know what is going on. Is your number [phone number]?”
Me: “Yes, it is. Thank you.”
Supervisor: “Thank you, ma’am. Enjoy the rest of your day.”
(My medication was delivered the next day and yes, I signed for it. It’s been two weeks and I still haven’t heard anything about my mystery bill. I guess I’ll have to wait and see what happens when I call for my next refill!)
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