I am on the phone quite a lot dealing with appointment issues, records issues, and so on. Sometimes I am amazed how long it takes to reach a representative (I am on hold for a long time). Sometimes it takes several calls. Once, I made it clear that I wanted one option but ended up with something else (when the information was processed). Overall, I manage to explain what I need, highlight issues, and do what I need to. I would prefer to use the computer to submit requests, check status, and so on, but there seems to be a need for customer service representatives. The customer service could be better.
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