Me: "Hi, this is Natalie from Catholic Charities. I'm calling about a client of mine who has some medical bills that are quite large and we thought should be covered by you (Blue Cross Blue Shield)."
BCBS: "Yes, ma'am, what is your name?"
Me: "Natalie."
BCBS: "I'm sorry ma'am, but I don't see your name here on the list of people authorized to discuss this account."
Me: "Yes, I know, but I am the policy holder's case manager and am trying to help them figure this whole situation out."
BCBS: "I'm sorry ma'am, but I am not able to discuss this account with you. is the policy holder there with you?"
Me: "No, he is not. But I was wondering if there is a form you could fax me for him to fill out giving me permission, or if you would have a Karenni interpreter available so he could verbally give his consent."
BCBS: "I'm sorry ma'am, but he would have to call himself to request that paper to be sent to his address."
Me: "Well how is he supposed to do that when he doesn't speak any English? Can't you just send it to the address listed on the account so it would go to him anyways?"
BCBS: "I'm sorry ma'am, we can't do that. he's going to have to call himself."
Me: "But he doesn't speak English."
BCBS: "I'm sorry ma'am, but he's going to have to call in and give me permission to speak with you about the account."
Me: "Well how is he supposed to do that when he doesn't speak English?"
BCBS: "Well we offer translators."
Me: "Great! Do you have a Karenni interpreter?"
BCBS: "I'm sorry, Korean?"
Me: "No, Karenni. K-a-r-e-n-n-i"
BCBS: "I'm sorry ma'am, but we do not"
Me: "Well then I don't understand. You won't speak to me unless the policy holder calls to request a release of information form or if he calls and verbally gives consent. But you do not offer services of interpretation for him to do that. So HOW is he supposed to do that?"
....silence.....Me: "I just don't get it."
.....silence....BCBS: "Well he could have a friend or someone call in on his behalf and request those things."
Me: "That's exactly what I'm doing right now."
BCBS: "i'm sorry ma'am but he is going to have to do that."
Me: "But you just said he could have someone with him call for him!"
BCBS: "Um....."
Me: "Couldn't I just call and pretend to be an interpreter or friend of his to request these things?"
BCBS: "No ma'am, it has to be him."
Me: "But how are you going to know?!"
BCBS: "He needs to call in himself."
Me: "Well then you need to provide a Karenni interpreter"
BCBS: "Um, let me ask my supervisor...."
....doodly dinging music plays as I'm on hold.....BCBS: "I'm sorry for your wait ma'am thank you for holding. My supervisor says that we can provide a Karenni interpreter."
. . . FINALLY!