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Lilly Call centre staff are given scripts to use and they have to stick to them or they get into trouble with their manager. The girl you spoke to asked you those questions because she had to not because she wanted to.
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And what a ridiculous rule that is, the number of times I had to tell the call centre at Orange that Ian had died was just stupid. They were told when we made the first call that the account holder had died and each time we called subsequent to that they asked to speak to decased account holder. There comes a time when they should be allowed to deviate from the script IMHO.