I don't have any brain bleach, but I do have a distraction for a conversation that made my brain break.
A bit of background:
My employer is a competitor of Aflac, we have different policies that are mainly available through employer's only. Because of that, all of our policies have the condition that the person getting the coverage needs to have worked at least 20 hours a week for the past 3 months.
I also work the internal helpline which helps the various reps with any questions they have, besides taking their escalated calls.
This particular incident I had two reps call together, not understanding why we're asking for the employer to verify the customer was actually working at the time she took out the policy.
That was the first part of the brain hurt, because they obviously didn't read the notes on the claim.
I pointed out the notes from the examiner where a doctor took her out of work a month before she signed the application, and stated he had her out of work for a couple of months after.
So to give the customer the benefit of the doubt, they're asking her employer to verify if she really was working. They ask how to explain this. Which resulted me giving the phone a look of
Keeping my annoyance to myself, I calmly say, "The way I always explain something like this to a customer is: In order to get this type of policy, you have to be actively working. Because your doctor stated he had you out of work, we're asking your employer to verify if you were working or not."
I have yet to have a customer ask me what that meant, but instead one of the reps asks, "How do I put that in layman's terms."
For a moment I was utterly speechless. That was layman's terms, so I rephrase it a couple of more times. He still doesn't get it. So in one final attempt, I try to make a little simpler, "Well, to get the policy you need to be working, if you're not working, we can't issue it. The doctor said she was out of work, we need the job to say if she was working or not."
He then said, "Don't treat me like a child."
The second rep finally spoke up, "Um, Reika, I got it from here. Bye!" He ended the conference call between the three of us. I sent a politely worded, but somewhat grumpy, email to the guy's supervisor. I don't mind when they genuinely don't get it, but his attitude combined with his refusal to look at anything just really annoyed the snot out of me.