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Lucinda:
Lucinda: Adventra Freedom, May I help You?
Me: Yes, I am Joe Moore and need some help to get a client his medications.
Lucinda: Is this an existing client?
Me: Yes, I enrolled him in March 2008 in Freedom 5, everything worked fine until today and he went to the drug store today and his drug card quit working.
Lucinda: You know, we changed our drug plan to Medco this year didn't you?
Me: No, I did not know that.
Lucinda: Let me transfer you to Medco and see what is happening.
Me: Thank you Lucinda you have been very nice.
LaShounda:
LaShounda: Medco, may I help you?
Me: Yes, this is Joe Moore in Morristown, TN and I have a client whose card has quit working, can you help me?
LaShounda: Are you an agent?
Me: Yes, I am agent # XXXXXX, and this client's Medicare # is 123-45-6789-A, his birthday is 01-01-41, and his address is XXXXXXXXXXXXXXXXXXXXXX.
LaShounda: Yeah, I found him, what you say the problem is?
Me: Well, he can't get his medications, his card has quit working after January 1, and I am trying to help him.
LaShounda: We mailed him a new card January 3. When did you say you took this application?
Me: In March, 2008.
LaShounda: How you do this? We not start taking applications until November 15, 2008.
Me: Well, he stayed in the plan from 2008 until 2009, it worked fine and he wanted to make no changes.
LaShounda: You say you are an agent? I can't tell you nothing. Have the man call in and we will tell him how to get his medications.
Me: But, he has Alzheimers, he cannot call you, and has no clue what is happening. He has been getting his medications for 9 months and suddenly his card quit working, what is wrong? I am not asking anything except asking you to help get this man's medications.
LaShounda: HIPAAsays I can't tell you nothing, tell him to have his wife to call, and we will give her the information.
Me: I am not sure she would understand, she is not exactly a brain surgeon, but can you call the drug store where he is trying to get his drugs?
LaShounda: Nope, we don't do outbound calls, and I can't tell you nothing.
Me: What can I do? This card just quit working. Look, this guy has been in this plan almost a year, I simply want to know what he can do to get his medications.
LaShounda: The reason his card don't work is because he did not re-apply in 2009. He should have re-applied November 15th. He missed his chance to reapply, and he may be out for a year. I don't know why we mailed him a new card January 3rd, he should have applied after November 15th. He can't do that, he had to re-apply for 2009.
Me: Why?
LaShounda: Cause we had a new year start in 2009, and he had to re-apply.
Me: Let me talk to your supervisor.
LaShounda: I don't have a supervisor.
Me: Where are you located?
LaShounda: I'm in Dallas, where you say you were?
Me: It does not matter where I am, who the hell do you answer to if you have a problem, and lady, you are about to have a hell of a problem?
LaShounda: Well, when I have a problem with a client or agent, I talk to our team leader.
Me: Well, could I talk to your team leader?
LaShounda: Yeah, but she gonna tell you the same thing I did.
Me: I'll take my chances.
After about 5 minutes, here is,
Lucretia:
Lucretia: This is Lucretia, may I help you?
Me: Yes, I have a problem with an existing client getting his drugs. Can you help?
Lucretia: Yes, LaShounda has told me the problem, and we can call the wife and the Drug Store and give them the new number to get this client's drugs. Is there anything else I can help you with?
Me: This is all I need to solve this problem.Do you have the phone number of the Drug Store?
Lucretia: Thank you for asking, LaShounda evidently did not get this.
Me: Well, here is the Drug Store's Number: 423-XXX-XXXX.
Lucretia: I will call the client's wife and the Drug Store within the next 15 minutes, so the client can get his medications. Is there anything else I can help you with?
Me: Yes, thank you for being so nice, but can you put LaShounda back through whatever training she should have had. I don't think it sunk in. She should be solving problems instead of creating them.
Lucretia: Thank you for calling Medco, Sir. I will take this up with LaShounda, she has the authority to call the Drug Store and the client's wife to rectify this situation, but she may not realize this.
The moral of this story, Lucinda and Lucretia will help agents. AVOID LaShounda at ALL costs. If you are directed to Medco, immediately ask to talk to Lucretia.
About an hour later, I called the client back. Lucretia had called her and called the Drug Store, and the client's medications were able to be picked up.
What a simple solution to a simple problem, Lucinda and Lucretia really gave a damn. LaShounda wanted me to think she had it all together and was in control, when really she was nothing more than a bumbling ***.
Lucinda: Adventra Freedom, May I help You?
Me: Yes, I am Joe Moore and need some help to get a client his medications.
Lucinda: Is this an existing client?
Me: Yes, I enrolled him in March 2008 in Freedom 5, everything worked fine until today and he went to the drug store today and his drug card quit working.
Lucinda: You know, we changed our drug plan to Medco this year didn't you?
Me: No, I did not know that.
Lucinda: Let me transfer you to Medco and see what is happening.
Me: Thank you Lucinda you have been very nice.
LaShounda:
LaShounda: Medco, may I help you?
Me: Yes, this is Joe Moore in Morristown, TN and I have a client whose card has quit working, can you help me?
LaShounda: Are you an agent?
Me: Yes, I am agent # XXXXXX, and this client's Medicare # is 123-45-6789-A, his birthday is 01-01-41, and his address is XXXXXXXXXXXXXXXXXXXXXX.
LaShounda: Yeah, I found him, what you say the problem is?
Me: Well, he can't get his medications, his card has quit working after January 1, and I am trying to help him.
LaShounda: We mailed him a new card January 3. When did you say you took this application?
Me: In March, 2008.
LaShounda: How you do this? We not start taking applications until November 15, 2008.
Me: Well, he stayed in the plan from 2008 until 2009, it worked fine and he wanted to make no changes.
LaShounda: You say you are an agent? I can't tell you nothing. Have the man call in and we will tell him how to get his medications.
Me: But, he has Alzheimers, he cannot call you, and has no clue what is happening. He has been getting his medications for 9 months and suddenly his card quit working, what is wrong? I am not asking anything except asking you to help get this man's medications.
LaShounda: HIPAAsays I can't tell you nothing, tell him to have his wife to call, and we will give her the information.
Me: I am not sure she would understand, she is not exactly a brain surgeon, but can you call the drug store where he is trying to get his drugs?
LaShounda: Nope, we don't do outbound calls, and I can't tell you nothing.
Me: What can I do? This card just quit working. Look, this guy has been in this plan almost a year, I simply want to know what he can do to get his medications.
LaShounda: The reason his card don't work is because he did not re-apply in 2009. He should have re-applied November 15th. He missed his chance to reapply, and he may be out for a year. I don't know why we mailed him a new card January 3rd, he should have applied after November 15th. He can't do that, he had to re-apply for 2009.
Me: Why?
LaShounda: Cause we had a new year start in 2009, and he had to re-apply.
Me: Let me talk to your supervisor.
LaShounda: I don't have a supervisor.
Me: Where are you located?
LaShounda: I'm in Dallas, where you say you were?
Me: It does not matter where I am, who the hell do you answer to if you have a problem, and lady, you are about to have a hell of a problem?
LaShounda: Well, when I have a problem with a client or agent, I talk to our team leader.
Me: Well, could I talk to your team leader?
LaShounda: Yeah, but she gonna tell you the same thing I did.
Me: I'll take my chances.
After about 5 minutes, here is,
Lucretia:
Lucretia: This is Lucretia, may I help you?
Me: Yes, I have a problem with an existing client getting his drugs. Can you help?
Lucretia: Yes, LaShounda has told me the problem, and we can call the wife and the Drug Store and give them the new number to get this client's drugs. Is there anything else I can help you with?
Me: This is all I need to solve this problem.Do you have the phone number of the Drug Store?
Lucretia: Thank you for asking, LaShounda evidently did not get this.
Me: Well, here is the Drug Store's Number: 423-XXX-XXXX.
Lucretia: I will call the client's wife and the Drug Store within the next 15 minutes, so the client can get his medications. Is there anything else I can help you with?
Me: Yes, thank you for being so nice, but can you put LaShounda back through whatever training she should have had. I don't think it sunk in. She should be solving problems instead of creating them.
Lucretia: Thank you for calling Medco, Sir. I will take this up with LaShounda, she has the authority to call the Drug Store and the client's wife to rectify this situation, but she may not realize this.
The moral of this story, Lucinda and Lucretia will help agents. AVOID LaShounda at ALL costs. If you are directed to Medco, immediately ask to talk to Lucretia.
About an hour later, I called the client back. Lucretia had called her and called the Drug Store, and the client's medications were able to be picked up.
What a simple solution to a simple problem, Lucinda and Lucretia really gave a damn. LaShounda wanted me to think she had it all together and was in control, when really she was nothing more than a bumbling ***.
