Tag Archives: Phone Call

Call Me, Maybe…..for Quality Assurance

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My Publisher  Extraordinaire campaigns for everyone to just ‘Be Nice.’ I would like to take her advice and suggest we start with our Veterans and their families.

Last week the Veteran’s Administration hung up on me. Granted, I wasn’t giving the guy what he wanted….but he HUNG UP ON ME….AT THE VETERAN’S ADMINISTRATION.

Those of you kind readers who follow my blog, know that I have been in a kerfuffle with the VA since January when they unceremoniously stopped my 87-year-old mother’s health insurance. They discovered a mistake they made 15 years ago, by putting her on the wrong insurance. So they just cancelled her policy. They didn’t bother to fix their mistake. They didn’t  bother to put her on the correct insurance. They didn’t even bother to tell her that they cancelled her insurance.

So, as I told you in the past, my Congressman Representative Ryan Costello (R-PA) (well actually his amazing administrator, Lisa Reynolds) helped me quickly and efficiently fix the problem. If you’re having problems with the VA or any other governmental agency, I

Your current Congress might be more helpful.
Your current Congress might be more helpful.

highly recommend you ask your Congress person to help you. Really. Don’t waste too much time trying to fix it yourself. You will be quite surprised and, hopefully, happy that  your Representative or Senator has staff who are there to help you. Try it. That’s what we pay them for, to work for us.

All that being said…..please VA don’t hang up on us. Even if you don’t like what we are saying, don’t engage in the rudest form of behavior.

I wasn’t yelling, complaining or even causing trouble. I just wanted to refrain from filing additional paperwork with the VA, if they didn’t need it, thereby making everyone’s life easier.

This is what went down:

“Hello, this is Bob from the VA, we are returning your call as requested.”

“Hi, Bob, I was calling for my Mom who has a complicated case that goes back 15 years.”

“Well,” said Bob. ” what do you want me to do? Look at 15 years of claims?”

“No, Bob,” I replied, “I just want to look at one provider, if you can search by that to see if you have already processed that claim,  I won’t resubmit it.”

“Okay,” replied Bob with a bit of exasperation, “What’s your address?”

“Do you mean my Mom’s address? Because she is the insured.”

“No,” replied Bob, getting a bit testy, “I want your address.”

“Well see Bob, that has caused problems before, because my Mom and I don’t live together and………….”

He said: “When you’re ready to give me your address, you can call back.”  And he hung up the phone.

I tried to call back, but there was a 13 minute wait time which is standard procedure when you call the VA.  Which is why Bob was returning my call in the first place, three days later.

Then I just thought, okay. I tried to help. I’m just gonna’ file this and make you do the work twice. And I may begin to implement my new practice where everyone I call for this kind of business I say before the representative can help me:

“This call is being recorded for quality assurance.”

I’ve tried it a few times. It brings silence and confusion. But no one has been rude or hung up on me since then. I say we all try it…….you know, for Veteran’s sake!

“You just have to Laugh…….”

©Cathy Sikorski 2016

Hello…it’s me….

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I just returned from three weeks away to get a good head start on my next book.

I have been running from one person to another who just needs to see me. I don’t care how far technology has come, people want to actually see you. My mom, my friends, my book club, my uncle, my sisters, even my cleaning lady. And I want to see them.  It has made an impact on me. I realize that human contact, not just phones, or email or even Skype take the place of eye to eye, hand on the arm, hugs and kisses. Actually talking in person to someone can make your life better.

Never more so was this clear,  yesterday when I sat with my Mom as we made yet another phone call to the Veterans Administration. It was not frustrating or anger-inducing as I have recounted in the past, but it was a hoot.

It was reminiscent of a phone call I had made just days earlier to Medicare.

This was the Medicare call with a robot voice who was trying to get me to the right place:

Robovoice: Please state the purpose of your call.

Me: “Claims”

Robovoice: I heard ‘disability’ . Is that correct?

Me: “No, Claims.”

Robovoice: I heard ‘enrollment’ . Is that correct?

Me: “No, Ugh. I just want to talk to someone!”

Robovoice: I heard eligibility. Is that correct?

Lest you think I’m making this up, my friend was in the room listening, so she can confirm that this was a real conversation. I hung up and started all over again. My friend said, ” well there’s a blog.”

With my Mom and the VA however, we used this great service where they called us back rather than keep us on hold. In 10 minutes, a real person was on the phone answering our questions. She was kind, courteous and extremely helpful in leading us to the correct information.

The only problem was the phone connection was so terrible that she and I had to repeat every single sentence. I don’t know why, but neither of us got crazy over this. We just kept repeating. Finally, she said she could send me an email to make sure we had what we needed. Of course, do I have an easy email address? No, why would I?

This is how that conversation went:

Me: My email address is my name. I’ll spell it c-a-t-h-y

VA  lady: Is that J-R-P-P-I?

Me: No, it’s C, my  name is Cathy.

VA lady: Okay, Jathy

Me: No, it’s C, like in chocolate. (Now I know ‘military C’ is Charlie. I have no idea why I said chocolate)

VA lady: OH “C”! Okay you’re name is Cathy!

Me: Yes, My last name is Sikorski.

Hello? Hello?
Hello? Hello?

My mother sitting next to me says: “Oh God, this will never work!”

I just jump in and spell my last name : S as in Sam, I as in Ink, K as in Kitchen, O as in Olive, R as in Radish, S as in Sam, K as in Kitchen, I as in Ink. I don’t know the rest of the military alphabet. This is my  version.

VA Lady: Okay, I’ll send you the email.

Me: You will send it by mail?

VA Lady; No, the email, I’ll send the email.

I had no hope of this ever happening.

And five minutes later, there it was in my inbox.

If only we could have seen each other, it would have been so much better. But my Mom and I had a great laugh as we sat together at her kitchen table.

“You Just have to Laugh….”

© Cathy Sikorski 2016