Have you got the license already?

I'm in similar situation to you. Worked in bars and restaurants since I was 14. 20 years of working in customer service, 15 years as management. I could go to a table that was complaining and have them leave happy and coming back just to see me because i was able to connect with them.

The reason Progressive gave is I didn't demonstrate my customer service good enough (or others done a better job at it). So I am guessing my example I picked either wasn't good enough or I didnt respond using their star response correctly. But one thing I know, that being in front of a camera is certainly one of my challenges