Prologue: Last Day on Earth
Tuesday September 8, 2015
Cole David Noble sat at his desk contemplating the credit card benefit claim in front of him. After examining all the documents associated and having an epiphany as to what needed to be done next an automated male voice announced he was receiving an incoming call. With a frown he answered the call and opened a new window on his computer so as to provide the caller his undivided attention. He began with his usual prepared greeting as his brown eyes beheld the blank screen ready for anything. “Hello and thank you for calling the Benefit Assistance Center! Calls may be monitored and recorded for quality and customer service purposes. My name is Cole how may I assist you?” He almost did not get the full greeting out when the female voice on the other end began. “What’s going on with my claim?” “I’d be more than happy to take a look at your claim but in order for me to do so I’m going to need a little more information if you don’t mind.” The woman’s voice sounded exasperated. “My information doesn’t just come up when I call?” Cole rolled his eyes. “Sadly no ma’am. I’ll need either your claim number or your first and last name in order to bring up your claim.” Cole brought up the menu to access claims. “My claim number is 160019, my name is Candice Roadremel.” Using her claim number Cole brought up her claim. He then asked her to confirm the spelling of her last name so as to verify it. “I’ve pulled up your claim Ms. Roadremel. Please allow me a few moments to review the notations, okay?” “It’s MRS!” she shouted. Cole again rolled his eyes as he quickly skimmed the notes.
Previous claims examiner Erin Howard had attempted to contact Candice regarding her claim. It seemed Candice had used her credit card to rent a car. However upon renting the car she accepted the collision damage waiver coverage offered from the rental agency. Cole knew per the terms and conditions of the credit card benefit the cardholder, in this case Mrs. Candice Roadremel, is to decline the collision damage waiver offered by the rental agency in order to be covered by the benefit.. Mrs. Roadremel accepted thereby causing her claim to be denied. Examiner Erin Howard had realized this as well and attempted to reach out to her to inform her and left a voice mail. Cole now realized HE had to be the bad guy. “I thank you for your patience Mrs. Roadremel. It seems one of my colleagues reached out to you recently regarding your claim.” “So?” “If I may ask did you accept the collision damage waiver offered to you by the rental agency?” “I had to!” Mrs. Roadremel was indignant now. “They wouldn’t let me rent the car unless I took it!” “Forgive me Mrs. Roadremel however based on the terms and conditions of the benefit offered to you by your issuing bank I’m afraid your claim will not be honored.” “What does that mean?” Time to spell it out Cole thought.
“Well according to the terms and conditions of the benefit on your card you must decline the coverage offered to you by the rental agency in order to be eligible for coverage. Did you decline the collision damage waiver offered by the rental agency Mrs. Roadremel?” “This is ridiculous! I’ve done everything you people have asked me to and now you’re telling me that you aren’t going to be covering this?” Her voice was getting so loud Cole had to pull the headphone away from his ear so as to avoid damaging it. “I apologize for any inconvenience Mrs. Roadremel. If you like I can go over the appeals process for you..” “I’d like to speak to your supervisor!” As if on cue the head of the department Angel Hampton was at his desk. He looked up to read her lips which asked if he had a minute. Cole motioned he was on a call to which Angel took his dry/erase board and wrote: When done go into Aux: Meeting. Before he could ask why Angel had vanished. This notation made him apprehensive but he had to follow orders. “What I can do Mrs. Roadremel is transfer you to one of our supervisors however if they do not answer they do have a voicemail system. Feel free to leave a message and they will get back to you in twenty-four hours. Is there anything else I can do for you?” “A supervisor had better pick up or I’ll call back!” “My apologies Mrs. Roadremel for any inconvenience. Is there anything else I can do to assist you?” “You could try talking to me like a human being!” Her jibe was not something Cole was wholly unfamiliar with. It was almost a cross he had to bear since as a Benefit Assistance Center Claims Examiner had a specific set script he had to follow and if he ever deviated it would reflect badly upon him since, as he’d previously indicated, the calls were recorded for use later during employee/supervisor weekly focus sessions. Without a word but somewhat bruised Cole transferred Mrs. Roadremel to the next highest supervisor since Angel was not at her desk. Once he was certain Mrs. Roadremel was transferred he got off that call and accessed the program that controls the inbound calls.
With a few clicks of the mouse he had taken himself out of the call volume queue and indicated he would be in a meeting just as Angel had requested. Cole felt the nervous electricity begin to surge within his stomach for he had no idea what this was regarding but he had a feeling it would not be positive. For months now Cole had been fighting what he called a ‘Cold War’ with the Benefit Assistance Center. Months prior due to his former girlfriend being ill he had to take several unscheduled days off. Despite not being able to plan for them he was reprimanded all the same. Next on at least two occasions fellow Benefits Claims Examiners had disclosed his last name to different parties regarding claims he was working. Per the rules and regulations of the department it is against policy to release the full name of an examiner without their consent. As such Cole had not given such consent either time. He had naturally brought this up to his supervisors since in this Information Age it would take little time to be able to research online to find someone if for instance a claim ended unfavorably and someone wished to express their distaste for the outcome personally. Angel was informed but neither she nor her other supervisory staff did anything. That was until he reached out to Human Resources.
The month prior he had supposedly received an inter office email from a team lead from one of his fellow claims examiners. It seemed one of the calls he had taken regarding a claim was the topic of discussion and as such that claims examiner was commenting to her team lead friend that Cole was “An idiot.” At first Cole was light hearted about it however upon further consideration it hurt. It isn’t everyday one hears what ones colleges think of you however sometimes ignorance was bliss! The team lead replied via email sending apology after apology. She even indicated the email was intended for Angel. Cole figured since that was its intended recipient then that is who it should be sent to. He not only sent Angel a copy but sent a copy to Human Resources as well. Tessa Walters, his HR rep, replied that actions were being taken but the exact nature of those actions could not be disclosed. Cole could not help but chuckle upon seeing the examiner in question walk by briskly with tears in her eyes later that day.
A meeting the following week however had Angel chuckling for she and another supervisor took Cole away from his desk to a conference room to discuss email correspondence between himself and his friend regarding a specific claim. It seemed that during the course of that conversation Cole referenced a previous conversation they’d had via text the day prior calling someone stupid. That someone was not clear however Angel was fairly certain Cole was referring to her. That meeting had ended with a warning for Cole threatening his very job with the company. However that was nearly three weeks ago and things were quiet until now. Cole was now up from his desk scanning the room to find Angel standing by the transparent double doors leading to the fourth floor elevators. She smiled her saccharine smile at him as she led him to the double doors. While they engaged inane conversation Cole Noble had a feeling that today would be his final day with the Benefit Assistance Center. As Angel led him from the elevators and across the lobby to another office just outside the biometric scanning devices used to allow employees access Cole felt he had confirmation. His stomach was now alight with nervous energy multiplying by the second. He had been led to another conference room. Cole saw his HR rep Tessa Walters already waiting for him. At that point knowing he could potentially losing his job today Cole figured it was time to stop pulling punches and go down swinging.
Angel sat down and spoke first. “Cole I bet you’re wondering why it is I’ve brought you here today.” Cole nonchalantly shrugged but said nothing. Angel continued “Well we had a meeting with the clients the other day and they had some issues regarding some of your calls.” “Interesting.” Cole replied. “Do the clients know that for the past three months focus sessions have been suspended and as such if there any issues with my calls up to now management has failed to bring it to my attention?” Tessa’s eyes darted to look at Angel. Cole saw it in her face that Angel had either withheld or neglected to mention it. Angel had closed her eyes so as not to meet her gaze and continued undaunted. “Sadly the clients are not aware of that though that is not the issue.” “Quite the contrary Angel!” Cole interjected. “ For if the clients have issue with my calls isn’t it the responsibility of the supervisors to bring it to an examiners attention so as to improve performance? That IS what the focus sessions are for after all, correct?”
At first Angel looked frustrated but with a shake of her head that fraudulent saccharine sweet smile returned to her face. “We had informed the clients that on several occasions prior we had met with you in order to improve performance and the recordings they listened to proved that you have not improved.” “Oh? Strange. I’ve always made a point of attempting to provide the best customer service I can and to do my utmost with every call. I’m curious Angel what calls did they hear? Perhaps I could recommend some that could prove my points?” “As far as the clients are concerned this isn’t open to debate." Angel’s tone was firm. "As of today Cole Noble you are no longer an employee here at the Benefits Assistance Center.” At this point her fake smile was gone. Angel’s true feelings and face had come out. “Well I must say Angel your timing rather sucks. This past weekend my girlfriend dumped me and last night I learned my father has Cancer. So thank you for adding this rather rotten cherry on top of an already putrid cake. Way to kick a man when he’s down.” “I was not aware..” Cole cut Angel off. “Why exactly do you think I’d share anything like that with you? In the past you’ve not been the least bit helpful when I needed it that is unless of course I reached out to Tessa here!” Tessa was almost catatonic. From the moment Angel announced Cole’s termination all she had done is repeat “I’m so sorry” over and over again. “I’m sorry you feel that way Cole.” Cole stood. “Save it Angel. The last thing you are right now is caring. If it’s all the same to you I’ll show myself out.” Cole made his way to leave when Tessa finally snapped out of it. “If any of your belongings are left behind they’ll be sent to you via courier. Also I’m sorry for everything you have to deal with right now.” Cole stopped at this. He turned to face the duo. "The comapny’s motto needs to be changed to better fit the true business model. You don’t "Hire for Heart", you hire the heartless!" Without another word Cole left the room and the building. That is the last thing Cole remembers…..