English line problems

Hi, this question is about accessing services using the English line (09 74 75 36 46). I'm not sure if anyone else out there is having the same problem. The "on-hold" message is English, the CPAM agent answers in English so I know I have the correct line. But immediately after I give my name and social security number, the agent suddenly starts speaking French, which I do not understand, refuses to speak English on the actual English line, transfers my call to the French line or just plain hangs up on me. I do not go forward to the French line because my French is nowhere good enough to understand, which is why the French government has put this valuable service in place. Surely they want us English speakers to be able to access the English service? So that is my first question. The second question is how do you suggest I get the purpose of my call and my health issues correctly resolved if the English line refuses to speak to me and I don't understand French well enough? Thank you for your response.