11.   Even now, Bay Area callers sometimes get delayed dial tones and fast busy signals because Internet-access calls are jamming circuits.

12.   For simple and straight-forward data that callers can get themselves, the investigators direct them to the appropriate sources, supplying addresses and telephone numbers.

13.   If a site is full, new callers get a busy signal.

14.   In a few seconds, the caller gets a computer-synthesized response.

15.   It takes only seven days to learn of the outcome, and callers get immediate counseling over the phone.

16.   It takes only seven days and callers get immediate counseling over the phone, the company said.

17.   Often, callers got answering machines.

18.   Officials were enthusiastic about the way the Medicare hotline functioned and expect callers to get answers with no waiting.

19.   Sometimes callers get busy signals or are out of coverage areas, or some portable telephones are not powerful enough.

20.   Support technicians say callers sometimes get upset if they do not get the answers they expect.