I’m concerned about my costs, not the costs of the company providing “insurance.” My time is expensive. In this case, i didn’t select the company; my employer did. I’m not their customer; my employer is. They have absolutely no incentive at all to ensure my satisfaction.

On the other hand, the Mid-Hudson Medical Group does. I’m their patient. But their voice mail jail rivals that of AT&T. One gets the impression that they don’t want you to schedule an appointment, and don’t really think that it could be an emergency. Unfortunately their competition was just as bad.

At the Associated Press, incoming calls were handled by people. But there was no pool of staff sitting waiting for incoming calls. The AP had receptionists. They answered the phones too. The AP had reporters. They answered the phones too. On some days, you even Lou Boccardi answered the phone.

At 911, people answer the phone. It’s a matter of life or death.

Spin it another way: How much would you pay, out of your own pocket, to guarantee that your call was promptly answered by a clueful human being? I sense a business plan brewing…