Only agent to follow up

I've been calling the call centre non stop waiting for an answer on my sons surgery. I've spoken to many agents but only Catherine followed through with me. When we didn't get an answer in time she escalated the matter without my asking her to do so, contacted her supervisor and then contacted me and promised she would do so again the next day till we have an answer. And she's following up in her lunch and break time. Amazing service. I've spoken to dozens of agents she's the only one to give feedback and mind you that call centre queue is awful. Must wait at least 5 minutes through automated voice prompts before speaking to anyone! Thanks Catherine