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Had an older caller today (retired large company high-up exec, he said, and I think I believe him) who was irate about a claim not having been paid. Standard "I'm sorry you're unhappy, let me see if there's something I can do about it" got him to give me the needed info to check out said claim. Problem was that he'd maxed out his benefits for the year. Explained this to him, including providing dollar amount of maximum, then went through his claims for the year with him and my calculator (I do not trust my unaided math, especially as little sleep as I'm getting lately) to account for that maximum. By the time the call was done, he was calling me a saint and thanking me profusely for my help, plus actually apologizing for the attitude he'd started the conversation with! (I was nice about it and told him I sympathized with how frustrating insurance claims could be. OK, small white lie, but diplomacy didn't do any harm in this case.)