Al Franken actually said...

"What's important is how you do it, and when and where."

"I'm worried that activities like the ones that have been alleged could bring down the quality of health care that Minnesotans receive."

"What do we do to make sure to detect somebody like that? We have a--all of our collectors, we do a quality scoring of two calls every day that we listen to, and not just for compliance with law but fo..."

"Doesn't an e-mail like this make you concerned about the culture in the call center?"