Tenured Agent

I work in a call center taking escalated calls. Normally, I have issues with customers, but today an agent was the problem. We normally follow a procedure when a customer escalates the call. The agent has to review the notes in the system and try to resolve. If that doesn’t work, then they can call manager. This agent told me the customer didn’t want to speak to him. I asked the agent to review the notes three times, but he got mad because he did not want to review anything. The agent is one of those tenured agents who think they are untouchable just because they are tenure. At last, I took the call, and he went to complaint with another manager telling him I didn’t want to take the call. I was just following the procedures. How come I am the bad guy in this? I don’t understand…

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You OWE ME MONEY! (profanity)

What if I threaten to leave?