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Cut me off please but don’t cut me off

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So I let this guy explain to me his whole life story although I saw the specific thing he was referring to was already in investigation, his reaction was “don’t waste my time letting me go on and on tell me if it’s already pending”.
Next consumer, same thing starts telling me from the day they were born and I say “oh ma’am that item is already being processed”
“DON’T CUT ME OFF!! GET ME YOUR SUPERIOR!

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Laryngitis…HELP

Any agents willing to share their perspective on our podcast?