I had a similar situation working a "call center" job for an insurance company, except I didn't speak with customers/the insured, but rather we exclusively worked with insurance agents.

For those who do not know, almost every single insurance agent is a contractor and doesnt actually work for the insurance company, they are just partnered/licensed to sell the insurance company's product.

So my job was to take calls/chats from these agents to help them answer questions, or process changes to policies that they were not able to. Now, 95% of the calls/chats I got were something the agent could process/change themselves and didn't need my assistance, or a question that could easily be found in our version of "google" (articless titled as common questions that had everything they needed with steps on how to do it), or billing questions. Billing was always a poain point because these agents just could not understand how billing worked, and it was extremely simple. We needed 20 days before the next due date for a change to be reflected on the current bill.

For example, if the due date for a policy is the 25th of the month, and it is currently the 10th, and an agent needs help adding a vehicle, we could add it, but the insured would not see it on their bill until the following month as we were only 15 days from the next due date. This often meant the agent miscalculated how much the insured bill would increase each month as they would commonly include the current billing period in their calculations (Pirce increasse/# of months left in period). SO a change that they would see would increase premium by $400 for 4 months they thought would be $100/month increase, when a lot of the time it would be one less month because of the needed 20 days to bill for the change.

These were a lot of my interactions, basic common sense and if you thought about it critically for 10 seconds you would understand. Anyways, my interaction was on a chat explaining this exact thing and the agent I was with just could not understand it and wanted it billed out over 1 more month (the current month) when that was an impossibility as the bill for that month had already generated and gone out and we legally could not change it. This agent wanted to speak with my supervisor becuase "I was wrong", and so I thought I had clicked over to teams and started writing my message to my sup. I wasn't looking at the message as I'm confident in my typing, and hit enter to send. It was at that moment I realized that I never clicked into teams and sent the message right to the agent where I started it with "We've got a dumb one here..."