Stangen Call Centre Agents failure to listen to a Customers question

Got a debit check call today from a Stangen Call Centre Agent who seemed to be struggling with her listening abilities to my question to her. Really disappointed that she did not pay attention to what was being asked to her but rather that she tells me about other customers and legislation, points that were not part of my question. Stangen make sure your call Centre outbound consultants are trained on listening to customers questions for understanding please. Thinking about even canceling my wife's long standing policy due to that moment.