Ok yah don't do that
I remember the following convo
Me: whats the policy #
Cst: its blah blah blah
Me (after verifying) ok how can i help you
Cst,*starts talking about her husbands policy when she gave me her policy #*
Me: ma'am...who are you talking about? This is under your name
Cst: my husband's policy
Me: then why did you give me your policy number? *voice fully conveying irritation* can you give me the number of the policy you are talking about please?
See? Its simple things like that. Not letting dumb people walk all over you. I treat them like children because most people regress to that mentality when they have a phone to their ear. Havent been coached yet. Day goes by much quicker not bottling my feelings!