Richard Burr actually said...

"But is it the agency's policy to ignore the statute in the law?"

"As Senator Burr has reminded us time and time again, that first person who answers the phone has to be responsive because that is how our veterans feel that they are treated."

"You have given us a number of avenues to look at from the standpoint of this Committee, and I am grateful to you for that."

"The only assured way that we can make sure that we minimize the number of people that call that line is to make sure that, in fact, the service we provide is effective."