There are times when a customer will call in very disgruntled and using personal attacks using profanity because they feel as though the plan works against them when it is not the case. I had to take a call with a member because they were unable to receive their medication they needed as the plan only covered a certain amount so often. as a team lead i tried everything in my power to help relieve the pressure on the member but to no avail. Eventually the member ended up being transferred to my supervisor to get something done. When my supervisor couldn't assist the caller it then went up the chain of command from the manager to one of the directors. Eventually the issue was resolved and we have not heard back from the customer since then.