I took down all the details, and, briefly detailed that she tried everything she could on her end. All previous tickets were closed with "seems fine", basically. Which ticked me off, but I tried to be somewhat professional about it, other than spending more time on that than my employer would have liked. But then I also did what was totally verboten, I wrote down her customer number, and a week later I checked in on her account again. As I expected, the ticket got closed again. So I did the SUPER MEGA verboten thing (because we got paid for inbound calls), I called her, asked if the problem still persists, it did. So I went through all the details again and wrote a super detailed ticket including the medical situation, that she had replaced the phone and everything else she did. I knew better than to be full on snarky, but I also did not hold back. I was fuming. 1-2 weeks later I checked again, it was solved, I called her, she said a tech had shown up and been super nice and helpful. I don't recall what the issue was, but they fixed it. I was so proud, and I couldn't even tell anyone about it.
The only reason I did that was that I figured if they fire me from this minimum wage job I can get just another minimum wage job -- but I would not be able to live with myself to just go by the script in such cases. And I had plenty discussions with team and project lead about my average handling time, you bet. But they never fired me -- because I did solve problems, and with things that were standard procedure I was quick, I ended up quitting.
A bot cannot do that, be disobedient. Too few people can even do that.