I used to work in a call center for a major health insurance company. A guy called in to complain about a bill he received. He went to a provider who was out of network, so he had to pay more. I got the feeling that he really didn’t know, so I was willing to waive the charge which was something we were encouraged to do at least once a day for a member. We never broadcasted this for obvious reasons, so it usually came as a welcomed surprise to our members.

Before I could tell the guy what I was going to do, he asked me for my name again. As soon as I said it, he went crazy. He started talking about coming down to the building to kill me and went into great detail about how I’d never see it coming.

As he was going on about his plans to murder me, I deleted the request to waive the fee. He eventually stopped talking. I guess he was waiting for a response. I calmly started reading all of the information from his membership application I’d pulled up on my screen:
Names, dates of birth, social security numbers, heights, and weights of him, his wife, and their kids. His employer’s name, address, and supervisor’s contact info. I also read off his mom’s name, address, and phone number since she was listed as a reference.

He hung up.