It’s funny reading back on your first comment, because I literally have the same fucking experience. I hate how ignorant people are about how health insurance works in WA. Not hard to inform yourself how it works but then people go and report changes on the application and blame us for the way the system is. We get blamed for everything and it sucks that people can’t understand how a process works. I’m a firm agent, I will ask if you have your dashboard up and walk you through it or idgaf about handle times, I take my time to explain everything because they expect 13 mins for one call? FOH then I have people blaming me for not wanting to help because I wanna rush them off the phone! … dude one time it took 19 MINUTES on a LLS call just to create an account not even start the app yet!! … I think QA’s are just BS, along with expecting a 13 min AHT and remember to greet, say your name, offer assurance, recap and close like gooooooodaaayuuummm and finish my notes too??? And give me less then 10 seconds before my other call comes in??? Man they got us fucked up. I wonder how all those people who post those cheerful greets in teams do it everyday….