(Marty calls up the Happy Health Care, and auto-identifies himself. He is connected to Daisy.)
D: Hello, this is the Happy Health Care. You’re speaking to Daisy. Is that Marty?
M: Yep, thanks Daisy. Do you have my account info there?
D: Yes. I do. How may I help you?
M: Thanks, Daisy. I got a letter from you guys, saying that because of Covid I’m owed a refund on some of the services that were unavailable, but that my bank details are missing. The letter said I could add the details online, but when I tried it didn’t seem to work. So, I’m hoping you can sort it out for me.
D: I’ll be happy to look at that for you. Could you hold for a minute?
M: Sure.
D: Thank you, Marty.
(A couple minutes pass.)
D: Thanks for holding, Marty. I’ve checked it out, and Happy Health Care didn’t send you a letter.
M: …
M: What?
D: We didn’t send you a letter.
M: I’m holding the letter in my hand. Right now.
D: But we didn’t send it.
M: …
M: Happy Health Care didn’t send the letter from Happy Health Care that I’m holding in my hand.
D: We didn’t send you a letter.
M: Um, can I talk to your supervisor?
D: Yes. Would you mind holding again, please?
(Five minutes pass.)
D: Hello, Marty. I talked to my supervisor, and he checked and Happy Health Care didn’t send you a letter.
M: I know you don’t think you sent the letter that I’m holding in my hand. But I asked to talk to your supervisor.
D: But we didn’t send you a letter.
M: That’s not the point right now. I asked to talk to your supervisor, you said OK, I waited and there’s no supervisor. May I speak to your supervisor, please?
D: No, I’m sorry.
M: What? Your supervisor won’t talk to me?
D: Yes. They checked it out, and we didn’t send you a letter.
(Marty raises his voice, crosstalk ensues, and Daisy hangs up.)
(Marty calls back the Happy Health Care and lodges a complaint. A couple weeks later, Marty receives a phone call from an intelligent and incredulous disputes officer, who promptly sorts out the matter. A couple weeks later, Marty receives his refund.)