對，第一次不行就表明是公司政策。再打電話時要錄音，威脅要發正式投訴。

可以這樣講：

Hi,This is Nancy. How may I help you?

Hi,Is your first name spelled as N-A-N-C-Y?

Yes.

Could you please also tell me your last name?

...

I need your help in filing a formal complain to your company and [State Insurance Commissioner]. Our conversation is being recorded.

...