The Daily Isotope obtained the transcript of a discussion between a customer seeking health coverage, and a customer service representative at a state agency.

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Customer: Hi.

Customer Service Representative: Hello. Can you confirm your name [etc…]

C: [Confirms name, etc.]

CSR: What can I help you with?

C: I’d like to buy health coverage, but your site says I’m ineligible.

CSR: That’s correct.

C: But it makes no sense. They are going to cut my current coverage soon. I should be able to buy new coverage.

CSR: Can you take notes?

C: Yes.

CSR: You cannot purchase coverage because you are still currently co…

C: This does not make sense!

CSR: Sir, let me finish. The script I’m following is super important. I must finish what I started telling you.

C: Or what? The universe is going to explode?

CSR: I am offended by your insinuation.

C: Alright, go on.

CSR: Because you are still currently covered. You need to go to [this website] or call [this number].

C: But it does not make sense!

CSR: Yes, it does.

C: Why should I have to talk to a different agency? You are responsible for healthcare in my state. It does not make sense.

CSR: It does!

C: How so?

CSR: It makes total sense… if you are squirrel.

C: What?

CSR: You just have to look at it from the perspective of a squirrel. They do not stash their nuts all into the same hole, do they?

C: No, but this has nothing to do with my situation.

CSR: It does.

C: How come?

CSR: Just like a squirrel spreads his food among multiple hole, we’ve decided to spread resources among multiple agencies.

C: Anyway. What do I do with the information you gave me?

CSR: You’re going to have to make an application for financial help at that website or phone number.

C: What? I know I’m not eligible for financial help. I’m going to have to apply just so that they can reject me before I can purchase coverage.

CSR: How would I know?

C: But you’ve just told me…

CSR: I don’t know. I don’t work there.

C: Good grief! None of this makes any sense!

CSR: Actually…

C: What? I must look at it from the point of view of a squirrel again?

CSR: No, you need a lobotomy for what I’ve just told you to make sense.

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This story was inspired by an actual discussion between a customer and a customer service representative.