one long call

this is the worst day of the week for me. i cant believe to have handled a call for exactly 29 minutes and 33 seconds.. my ususal call lasts less than 5 minutes. my call handling time is always ideal. always equivalent to a score of 2. which is quite good because it's more than the average. but with this particular call i had a while back is really a nightmare. imagine yourself talking to a 92 year old cardmember who has alzheimer's disease... it took me forever to explain the status of his account. patience is really a virtue. PATIENCE. that's what i practiced. that's what i discovered. i never imagined myself possessing it.. but i cannot promise i would have it all the the time. oh pleaseee....!!