California Bill Proposes a 5-Minute Limit on Customer Service Hold Times, Ensures Human Connection

SACRAMENTO, Calif — During the COVID-19 pandemic, Assemblymember Rick Chavez Zbur was helping his mom get medication, but what he thought would be a straightforward call to the pharmacy turned into hours spent on hold.

"I finally ended up just actually taking my cell phone with me. And while I was on hold still, and driving over to the pharmacy and showing them that I had been holding for 4 hours, and of course they weren't doing anything to answer the phones," Zbur said