Definity Customer Service Representative interview questions

Over the phone interview, consisted of going over my previous employments listed on my resume and what I did there. They asked me to list one thing I enjoyed the most, and one thing I enjoyed the least from my previous work experiences. They asked about why I had such an interest working in an insurance industry firm, and what I would be expecting from it. They asked if obtaining my CIP designation as something I was interested in (seems a lot/overqualified for a CSR position...) and where I see myself in 5 years. They asked whether or not I have references, and how I would respond in a situation where someone was calling in with a heated tone of voice. The over-the-phone interview took about 20 minutes, and they said if I was a successful candidate that they would get back to me. This was for a CSR entry level position at the Square One Mississauga, ON location. The interview was very straightforward in the sense that all the person did was list questions, and type them up (I could hear a clicking keyboard), it wasn't a "back-and-forth" interview per se.