K N.

I called CoveredCA just today to cancel my 2022 MediCal plan. I am highly grateful for the Department of Health Care Services - CoveredCA program helping people like me that are economically disadvantaged.

Since it is 2022 and COVID occurring, the phone call left me with an unpleasant experience. At the beginning of the call today, the lady was coughing and asked how she can help me. I let her know about canceling my MediCal plan for 2022. That was fine until I asked about my cousin getting MediCal since he recently quit his job.

Somehow, she became triggered or something... and responded rudely (in her voice) saying that is an individual case. She said my cousin will have to talk to her. I responded with okay then I understand. She asked if he wanted to speak with her and I responded with a no that is okay. A few moments of silence... Then she quickly said have a good day and hung up the phone. (Note that this description is different from actually experiencing it without the attitude and irritated voice).

In reflection, I could hear her tone of voice that sounded irritated. For me, I felt like, whoa, I am sorry for asking such a question. I understand it is an individual case but the way she responded made me feel bad for asking such a question. It just sounded like she hates her job and is having a bad or just feeling bad with the whole COVID thing. Note: I will have to be careful in speaking with people as people get so triggered during these rough times of high inflation/costs and mask mandates.

Again, I would say the whole organization and what they are providing is fine (kudos!). However, with the human interaction of speaking with a person on the phone, I would rather not experience that again and feel like a punching bag of some sort. COVID during these times and a few words make people so angry and triggered.