Nothing Ventured, Nothing Gained

Caller: “I have an explanation of insurance benefits I need help with. There’s a charge on here you didn’t pay for.”

Me: “It states here the billed amount is $0.00.”

Caller: “Yes. Why didn’t you pay anything on it?”

Me: “Well, there was no charge.”

Caller: “But you’re my insurance! You are supposed to pay.”

Me: “Ma’am, the doctor did not charge for this service. There was no amount billed.”

Caller: “So I have to pay the doctor?”

Me: “No, ma’am… he charged zero dollars. It was free.”

Caller: “I don’t see why I pay for insurance if you’re not going to pay.”

Me: “We gave the doctor what he asked for.”

Caller: “So you’re going to pay him?”

Me: *sigh* “Yes, ma’am. We’ll take care of this, and make sure you’re not charged.”

Caller: “Ha! I told my husband if I called and argued with you, you’d cave!”

Me: “Yes, ma’am. We do want to make you happy. Have a good day, now…”