It would be much easier to provide the LIFELINE discount program form via the web so that customer do not have to wait so long to request one via your customer service call center. Since going throught lifeline website link already let's you know whether you qualify or not, it should not be so challenging to request one online, fill it out and email it.
Is this the only way to obtain the form by calling your call center? I really prefer not to call.
Furthermore, with unemployment increasing, there should definitely some benefit for those in financial hardship to be able to maintain both internet and phone service at a discount rate.