The Cellar - View Single Post - 9/11 Extra: Planes Crash Into World Trade Center

elSicomoro · 09-13-2001, 08:39 PM

I work for a wireless phone insurance provider. About 8:30 this morning, I get a claim call. The first thing we do for a new claim is ask for the mobile number. As soon as the customer gave me area code 347 (one of the area codes of the NYC boroughs sans Manhattan), I got that queasy feeling.

"Ok ma'am, could you provide me with a description of what happened to your phone?" (She had mentioned as soon as I picked up the phone that she was reporting a lost phone.)

"I was at the World Trade Center on Tuesday."

"Okay...*stomach starts to knot up, trying to keep cool*...so you were at the World Trade Center on Tuesday and lost your phone?" (I always confirm the info that the customer gives me.)

"Yes, I worked there."

I had to take pause for a moment. The woman sounded very sad. I can only imagine what she had experienced. In the end, I handled the situation well. Granted, my job is to process insurance claims...to keep cool. On one hand, I wanted to say, "I'm sorry for what you have experienced." On the other hand, what exactly can you say?

09-13-2001, 08:39 PM	#56
elSicomoro Person who doesn't update the user title Join Date: Jan 2001 Posts: 12,486	more perspective I work for a wireless phone insurance provider. About 8:30 this morning, I get a claim call. The first thing we do for a new claim is ask for the mobile number. As soon as the customer gave me area code 347 (one of the area codes of the NYC boroughs sans Manhattan), I got that queasy feeling. "Ok ma'am, could you provide me with a description of what happened to your phone?" (She had mentioned as soon as I picked up the phone that she was reporting a lost phone.) "I was at the World Trade Center on Tuesday." "Okay...stomach starts to knot up, trying to keep cool...so you were at the World Trade Center on Tuesday and lost your phone?" (I always confirm the info that the customer gives me.) "Yes, I worked there." I had to take pause for a moment. The woman sounded very sad. I can only imagine what she had experienced. In the end, I handled the situation well. Granted, my job is to process insurance claims...to keep cool. On one hand, I wanted to say, "I'm sorry for what you have experienced." On the other hand, what exactly can you say?