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"Hi, can I have the member ID number?"
No, I'm calling to check the status of a pending application.
"What's the applicant's social?"
I don't store that information... can you look it up with the name? I've called about 20 times for this same application and it's never been a problem.
"Ok, fine. How do you spell the name?... "
The name is spelled....
"Are you the agent that signed the app?"
Yes
"Then you referenced the social on that form"
I'm sure I did. But I have no reason to store that information...
"We look everything up by social here..."
Ok. As I mentioned, it's never been a problem before (you wasting more time complaining about it than it took to type in the name)
"The application is in final review"
Great! Are we pending anything?
"All I can tell you is the application is in final review... do you need anything else?"
Well, this was a complicated case, and I was working with (name removed) on this to provide the right documentation for eligibility. He/she said he/she would call me back on a couple of occasions and I never heard from him/her. May I speak to him/her..? this has really been dragging out and I'd like to give my client a status update.
"If he/she needed to talk to you, then he/she would have called back"
Ok. Well, we were pending some information to determine what the potential pre-x waiting period would be, and he/she said he/she would call me back and let me know if any additional documentation was needed. I have not heard back, and I don't want a longer waiting period than necessary for my client.
"Sir, I show no records of your calls to him/her"
I have called on this 3-5 times per week (complicated situation).
"What's his/her last name?"
I don't know. Sorry... I'm on the mobile and don't have my notes with me.
"Sir, we only show you calling in on (this date) and (that date)."
Well, that's fine. When should I check back on this?
"I don't know sir. Final review can take up to 8 business days."
Ok. Thanks... Have a good one.
No, I'm calling to check the status of a pending application.
"What's the applicant's social?"
I don't store that information... can you look it up with the name? I've called about 20 times for this same application and it's never been a problem.
"Ok, fine. How do you spell the name?... "
The name is spelled....
"Are you the agent that signed the app?"
Yes
"Then you referenced the social on that form"
I'm sure I did. But I have no reason to store that information...
"We look everything up by social here..."
Ok. As I mentioned, it's never been a problem before (you wasting more time complaining about it than it took to type in the name)
"The application is in final review"
Great! Are we pending anything?
"All I can tell you is the application is in final review... do you need anything else?"
Well, this was a complicated case, and I was working with (name removed) on this to provide the right documentation for eligibility. He/she said he/she would call me back on a couple of occasions and I never heard from him/her. May I speak to him/her..? this has really been dragging out and I'd like to give my client a status update.
"If he/she needed to talk to you, then he/she would have called back"
Ok. Well, we were pending some information to determine what the potential pre-x waiting period would be, and he/she said he/she would call me back and let me know if any additional documentation was needed. I have not heard back, and I don't want a longer waiting period than necessary for my client.
"Sir, I show no records of your calls to him/her"
I have called on this 3-5 times per week (complicated situation).
"What's his/her last name?"
I don't know. Sorry... I'm on the mobile and don't have my notes with me.
"Sir, we only show you calling in on (this date) and (that date)."
Well, that's fine. When should I check back on this?
"I don't know sir. Final review can take up to 8 business days."
Ok. Thanks... Have a good one.
