Inconsistent Service ...lack of interest.

Inconsistent protocol... During a call today my wife could not complete a simple payment follow up on behalf of her 90 year old father due to a "consent form" not being completed. The call centre agent could not follow the logic around the situation presented by my wife and when she was asked how to address and resolve the issue she (the Bonitas person) simply hung up the phone on my wife. My wife then called back, and once again explained the situation to a different Bonitas call centre agent. This agent had no issue in assisting my wife with the payment query despite her not having completed the "consent form" as requested by the original call center agent. The query was resolved with no issue (apart from the call being cut off) and guidance being given. Was it just a helpful agent with the right attitude that helped resolve the matter, or was it simply too much effort for the first agent to assist hence complicating the matter, or did one of them not follow protocol ?