Payin' It Out, Old School

I got on the phone yesterday to pay my semi-annual auto insurance bill and received a surprise. A human answered.

There was a weird kind of electronic hiccup while the phone was ringing, a hesitation of sorts, while the system apparently switched from the standard automated routine to human back-up. I was so startled to hear a real person I blurted out, "Oh, I was expecting the computer," when she said, "Hello."

She seemed a bit taken aback, too, and not aware their system was down. Nevertheless, she took my policy number, confirmed my name and birthdate, and asked if I wanted to pay the full amount with the card they have on file. I said, "Yes." She said, "Done," and gave me my confirmation number.

The whole process took less than half the time going through their automated phone tree does mostly because the robot voice offers repetitive descriptions of its intent and actions and demands constant confirmation of mine.

I'm sure the robot is cheaper but the human was way more efficient. And nicer to talk to.