True Tales of a Talker #2: The NY Edition

Another day at work and another tale to tell.

When you deal with insurance companies you are eventually going to get some characters. This phone call did not disappoint. This customer service representative even had ties to Maine.

From my cubicle at Maine Veterans' Homes, I called United Healthcare for help with a stubborn claim. You can call them stubborn when it takes multiple phone calls and over a year to have the insurance company FINALLY see where they’ve gone wrong and pay a claim according to the guidelines associated with it. Stubborn little things. I hate it when they hang around for longer than they’re supposed to...like black fly season.

As the call connected, I would have bet my last dollar I heard a New York accent on the other end saying “Thank you for cawling You-neyed-ed Healthcare. This is” for this instance we’ll call her ‘Rhonda’ “Rhonda. How are you doin’ today?” That last part sounded like a legit imitation of Joey Tribiani on F*R*I*E*N*D*S.

I answered “Absolutely fabulous, Rhonda! How about you?”

“Oh, well, that is fabulous to hear! I’m doin’ alright! How may I help you?”

I poured out my claim troubles to ‘Rhonda’ and she was ready to help. While giving her all the information she would ever need and then some, she went to work researching the phone calls I had previously made and dug into the claim like the Golden Girls digging into their nightly cheesecake.

While she was scanning her system for information, I asked her if she was working from home. She revealed that she had been working from home since March and was glad she was. Living near Tampa, she felt safer working from home. With Florida being one of the hotspots of the COVID-19 pandemic, she hadn’t been to the gym or the beach since the lockdowns had started. She was really sad about it because in the beginning of the year (my guess it was probably due to a New Year’s resolution) she wanted to get healthy so she started going to the gym 4 to 5 times a week. In the 3 months prior to the pandemic, she had lost 40 pounds and was so proud. Now, she was home with her teenage son and her cats and searching for a treadmill to get back on track of her fitness regimen.

She also missed going to the beach and I told her I used to live in Saint Petersburg for three years. I could hear her typing away as she said she didn’t understand why everyone thinks Clearwater Beach is better than Saint Pete Beach. I totally agreed with her. I used visit John’s Pass and visit the Red Skelton store (which no longer exists).  

The one thing I regretted not seeing in Florida when I lived there was a rocket launch. I asked her if she watched the NASA Atlas V launch with the Perseverance Rover aboard this morning. She said with living a few hours away and starting work as early as she does she was unable to. I told her I had signed up my son and myself on the names to go to Mars and we were on that ship! She asked me if I had seen and I said yes. She then assumed I lived in Florida. I said “No, ma’am, I live in Maine.”

That’s when the joy in her voice became full blown.

‘Rhonda’ jumped at the chance to say she loved Maine. She grew up in Brooklyn (I KNEW IT!) and used to summer in Maine with her family. Coming from the city to driving to rural Maine where her cousins lived in trailers with acres of land with trees and streams was a complete shock to her. Hearing her say that it was so QUIET in Maine made me think how lucky we are we have this kind of peace. She could see the stars and while she was here it was her only time seeing fireflies. She looked forward to visiting every summer. Autumn was quite another trip for her. Her family would head north for the fall foliage and she remembered visiting the pumpkin patches and drinking apple cider. It was her favorite time of year. If you have ever heard of the Fresh Air Fund, the exuberance for Maine in her voice must be how those children feel when they travel here to get away from inner city life for just a few weeks. A few hours north and a completely different world. One that ‘Rhonda’ looks back on with fondness.

As we concluded our phone call with the claim being sent back to be reprocessed with all the information I had given her she gave me my reference number. Then the words I love to hear came through my headset:

“Thank you for cawling You-neyed-ed Healthcare. It was a pleasure tawking with you, Sharon. I hope you stay safe and have a blessed day.”

You too, Rhonda. You too.

A Boy and His Books

When the pandemic started and the kids were kept home from school the remote learning started. I had bought all these wonderful workbooks to keep my son's brain stimulated but not overly. He thought it was great that "summer vacation" started early but was sad that he wouldn't see his teachers or his friends until the next school year (hopefully). He would miss his eighth grade graduation and the finals of the state portion of the National Geography BEE of which he was so proud to be a part of. I believe he had a good chance at placing. He loves geography.

The biggest thing I was worried about was his love of reading. I was afraid that he would lose it with not being assigned a book to read and do a project on. Mr. Morin's class was always fun for him and the projects he assigned were sometimes family oriented where we could all participate. We once went around our town of Pittsfield, Maine to shoot a small film. He edited it and it came out hilarious!

His assignments included the writing of stories. He was given a topic and then had to write a story around it. In most of them he included the character of Garfield the cat. He and his uncle Ray would watch the cartoon together a lot. So much so that Ray calls him 'Garfield' just for fun. The stories were cute and really made him stretch his imagination. Being descriptive when writing was difficult for him but it had come a long way since the beginning of the year.

So what could I do? I remembered that he still had a Kindle that my friend Lynne had given him a few years ago. On it were downloaded books of Diary of a Wimpy Kid, Dog Man and Geronimo Stilton. I thought it was time for him to upgrade his reading level. I went online and found numerous blogs and articles on the books kids should read, specifically boys. They ranged from the classics to newer Newbery Award winners. I had heard of a few on the lists but many I had to do a little research on. I decided to make a compilation of the lists and then add in some of my favorites. When presented with it, Anderson said it was a good one. I took that as high praise from a kid that was going to have to read all summer. We went through it together.

He was able to show me which ones he had already read in school. Six was a good start! I told him we still had the copy of "The Indian in the Cupboard" by Lynne Reid Banks that used to be his Uncle Nate's. He said if Uncle Nate had read it then it had to be good. If that was his philosophy he was going to be pretty happy when he found out which book his stepdad, Chad, had read. I didn't know until I made the list and showed it to Chad that he had read the three books in The Black Stallion series as a kid.

So the reading began. After "The Indian in the Cupboard" came 'The Call of the Wild' by Jack London. We watched the new movie with Harrison Ford after. When it was over he said it was kind of like the book but it was missing "a whole bunch of stuff". Overall he liked it. He looked at the list and saw another Jack London book: 'White Fang'. He asked if it had a dog in it and I told him yes. Off to the Kindle we went and downloaded it right away.

For the weeks we didn't have enough to buy a book on the Kindle, Anderson would ride his bike to the Pittsfield Public Library to check out the book he wanted. He would take his phone with him in case there were any problems. There never were but he took it just in case. My thought is he wanted to catch a few Pokémon along the way. That was fine with me.

He was on a schedule. His bedtime is ten o'clock so at nine at night I would tell him to get his book and he could stay up and read until ten.  He does this every night. Not only is it good for him but reading just before bed makes you sleepy. He gets a great night's sleep every night. Sometimes he reads a chapter, sometimes two. I ask him every morning what went on in the book last night and he tells me. I always ask "Are you enjoying this book?" Sometimes it's a yes...sometimes it's an "It's okay". But not once has he ever said no. By the third or fourth chapter it's always a yes.

If there is a movie made about the book he has read then we watch it directly after. He has come to realize that you can't put an entire book into a two hour movie. But they did succeed in one.

'Old Yeller' by Fred Gipson has, so far, been just like the book. Disney did a great job with it including using dialog word for word in some spots. Both he and Chad had never seen the movie. I had watched it numerous times as child. I thought my crying at the pivotal scene would be nonexistent. Nope. This woman was a blubbering mess much to the delight of Anderson and Chad.

With four months of reading gone by and Anderson only being with me every other week he has completed fourteen books. Not every book on our list is serious in nature. Some are outright fun to read. He is currently on "Where the Red Fern Grows" by Wilson Rawls. Another movie this mom may need tissues for. And that's okay. The more books he reads, the more movies we'll watch together and the more things we have to talk about and discover.

Here is our list of books that you can use to start your child's reading list if you wish.

TITLE	AUTHOR
A Long Way from Chicago	Richard Peck
A Separate Peace	John Knowles
A Wrinkle in Time	Madeleine L’Engle
Artemis Fowl	Eoin Colfer
Blue Skin of the Sea	Graham Salisbury
Bridge to Terabithia	Katherine Paterson
Calvin and Hobbes	Bill Watterson
Canoeing with the Cree	Arnold Sevareid
Captains Courageous	Rudyard Kipling
Charlie and the Chocolate Factory	Roald Dahl
David Copperfield	Charles Dickens
Diary of a Wimpy Kid	Jeff Kinney
Ender’s Game	Orson Scott Card
Geronimo Stilton	Elisabetta Dami
Goosebumps	R.L. Stine
Harris and Me	Gary Paulsen
Harry Potter	JK Rowling
Hatchet	Gary Paulsen
Heart of a Champion	Carl Deuker
Heat	Mike Lupica
Holes	Louis Sachar
I Survived	Lauren Tarshis
James and the Giant Peach	Roald Dahl
Lord of the Rings Trilogy	J. R. R. Tolkien
Maniac Magee	Jerry Spinelli
My Side of the Mountain	Jean Craighead George
Old Yeller	Fred Gipson
Red Badge of Courage	Stephen Crane
Rocket Boys	Homer Hickham, JR
Shiloh	Phyllis Reynold Naylor
That Was Then, This is Now	S.E. Hinton
The Adventures of Huckleberry Finn	Mark Twain
The Adventures of Tom Sawyer	Mark Twain
The American Boy’s Handy Book	Daniel Beard
The Art of Manliness	Brett and Kate McKay
The Black Stallion	Walter Farley
The Blue Star	Tony Earley
The Boy in the Striped Pajamas	John Boyne
The Boy Scouts Handbook
The Call of the Wild	Jack London
The Cay	Theodore Taylor
The Chocolate War	Robert Cormier
The Chronicles of Narnia	C.S. Lewis
The Complete Maus	Art Spiegelman
The Dangerous Book for Boys	Conn and Hal Iggulden
The Giver	Lois Lowry
The Graveyard Book	Neil Gaiman
The Hardy Boys Series (1-5)	Franklin Dixon
The Indian in the Cupboard	Lynne Reid Banks
The Invention of Hugo Cabret	Brian Selznik
The Johnny Dixon Series	John Bellairs
The Last Mission	Harry Mazer
The Little Britches Series	Ralph Moody
The Lord of the Flies	William Golding
The Miraculous Journey of Edward Tulane	Kate DiCamillo
The Neverending Story	Ralph Manhein
The Outsiders	S.E. Hinton
The Phantom Tollbooth	Norton Juster
The Story of King Arthur and His Knights	Howard Pyle
The Thief of Always	Clive Barker
The Trumpet of the Swan	E.B. White
To Build A Fire	Jack London
To Kill A Mockingbird	Harper Lee
Treasure Island	Robert Louis Stevenson
Watership Down	Richard Adams
Where the Red Fern Grows	Wilson Rawls
White Fang	Jack London
Wonder	R.J. Palacio
Wonderstruck	Brian Selznik

True Tales of a Talker: Tale #1

In my field, being the senior medical biller for Maine Veterans' Homes, I am on the phone each and every day talking to representatives from different insurance companies from all around the world about claims. I absolutely love it! If you ask my parents and siblings, talking is probably what I do best. I do a lot of it. 

A lot.

Ask anyone who knows me and I can talk to anyone about anything. I start conversations with people in the grocery checkout line, waiting at the dentist's office or getting my oil changed. I'll strike up a chat with the elderly, middle-aged and children. My friend Craig Stutzman said I should have been a teacher because of the way I engage kids. Kids are easy to talk to. All they want is to be heard. I think that's what everyone wants: to be heard. 

The best part of talking to someone is what you learn about them. When I call insurance companies I always write down their name and make sure I say it two or three times in the first few minutes. Do you know how it makes people feel to hear their name said it a nice way? It feels incredible. 

Think about it.

How many times in a day do you hear your ACTUAL name? Not 'Mama', not 'Ma'am', not 'Doctor'. YOUR name. It's very few and far between. And when you hear it, you want to hear it in a good way. It's nice to have someone call you by your name. Ask David Allen Coe. He would appreciate it, too.

The person I am on the phone with wants that same thing. You will never know who they just spoke to or if that person was polite to deal with. They could have just been chewed out by an angry biller or a policy holder. YOU are the next opportunity they have to help someone. It's not their fault your claim processed wrong. It's not right to be upset with them. It's the situation you're upset with. Do what you can to diffuse their preconceived notion about you because, if you've been in the business of answering ANY kind of phone for an extended period of time, you gravitate toward that mentality.

The person I spoke with today was "Janet". She started out pleasant and in her voice I could tell she was younger than I am. Being forty-five now, it's not hard to be. I do have a very young sounding voice myself and am mistaken for a twenty-something on the phone all the time. I don't mind it. When the opportunity arose I decided to do what I do best: talk with her.

Why not?

"Janet" works for Medicare and she was doing her best to help me with a claim. Oftentimes there is silence on the line when making these calls. And I know it's because the representative is concentrating on the task at hand.  Being who I am, I pick a topic out of thin air. For example, last night I watched a video of Scott Hamilton at the Olympics. I pipe up and say "I know this sounds weird but" and I start most of my conversations that way "you sound younger than I am. I was wondering, do you remember the 1984 Winter Olympics in Sarajevo with all the ice skating and stuff?" 

She giggled. "That's not possible. I was born in 1997 so I wasn't even around then." 

I started talking about how my family and I would watch the Olympics together and our favorite was the ice skating competition with Scott Hamilton, Katrina Witt and Torvill and Dean. I had a huge crush on Kurt Browning later on in life. She went on to tell me her Aunt actually participated in the Olympics in Track and Field during her childhood years so the Olympics are a huge deal in their home. She confided in me that she didn't like running at all; that she would rather play softball. She went on to explain she used to play year round because in Texas you can do that. 

She was from Texas! I heard no trace of a drawl so that was unexpected. I love surprises!

We then went on to talk about how we are both dealing with the "pandemic". She said when she attended high school the "swine flu" was going around and they just sent the kids to school anyway. She was a bit jealous that her brother and sister were getting the option of either returning to the classroom or virtual learning. She was even amazed how her sister was able to have her senior pictures taken. They didn't think it would be possible with all the social distancing being done. I told her that I would be talking with my son's father about the new school year and what we want to do. With this new school year and being a freshman, he won't have the normal first day jitters of experiencing the even more crowded hallways and the few minutes dash to the next classroom while trying to find your locker and your friends. She admitted things are definitely different in this day and age. "This day and age" for her was about five years from when she graduated high school herself. 

Yes, things have changed. 

As we concluded our phone call with the claim information I needed, she said it was a pleasure talking to me and that it was a nice change from the regular calls she received day in and day out. It was definitely a highlight of my day. The phone call was a quick fifteen minute conversation between two people who will never meet but I can guarantee that the next time I call and she answers, she'll remember me. 

And I'll remember "Janet".

Seminary and the New School Year

Anderson and I had a good talk the other day about serving a mission for The Church of Jesus Christ of Latter-Day Saints. It isn't required. It is by a person's choice to do so. He has made up his mind to go. It will happen in 4 or 5 years depending on when he turns 18. September 1st is a tough day for a birthday when you're LDS. College will have started that August so he will probably have to wait until the next year.

With it brings a list of things to do. This list becomes HIS list that includes 6am Seminary scripture study every morning before school throughout his entire high school years, saving the $10,000 to go on the mission and keeping his heart open to the possibility of wherever Heavenly Father might send him. He really wants to serve in another country which may require the learning of a new language.

I have shared with him the videos of his friends from church receiving their mission calls: some serving right here in New England, some to the western United States, one to Peru and, now, another to Copenhagen, Denmark. He jokes how he would like to be sent to Chad...because, well, he thinks it would be funny to be where his stepdad's name is. Other times he chooses Poland. Why? I have no idea. And then other times he thinks about Australia or maybe somewhere he could speak French. He loves learning the French language and can't wait for school to start to do so. He knows he can't choose WHERE but he is excited for the day when he gets that email to finally tell him where he will be spending 2 years of his young adult life preaching the restored gospel of Jesus Christ.

Just hearing that he wants to serve Heavenly Father in this way makes my heart happy and sad and scared. Happy that he will grow and learn things, meet new people and have experiences he would otherwise not have. Sad that he won't be here to hug at anytime or be just a few minutes away. Scared that he may be in another country where things aren't so pleasant.

Wherever he goes, he will have my heart with him. 💙

I came across this video of a stellar athlete Tyler Haws from Long Peak High School in Utah called A Work In Progress. It made me think of his friend, Jackson Dudley. It takes a good look into the hard work and dedication kids put into, not only sports, but their lives and trying to be the best they can be on and off the court. While Anderson isn't involved in any sports at the moment he will be looking for ways to support his high school teams and become a teammate in some way. Being part of a team helps kids learn to work with others and focus on achieving a goal. It also teaches it takes a team to do it and not just a single person. Every person has something individual to offer...being part of a team and having a good leader take those parts and intertwine them to make that whole is what makes a team great! It is my hope he can be part of a team to have that happen if not in sports then in some other way.

So in September when the 5AM alarm rings for study, the getting out of bed will eventually become routine. It will be the beginning of another chapter in his life. Not just high school but the school of life and responsibility and commitment to God, himself and who he will become. It's going to be quite the journey but I promise I will be there every step of the way.