Get their names and talk to a supervisor. Nothing will change unless the agents receive negative feedback. While the calls are recorded, the supervisors do not have time to monitor 100% of them. When I was monitored at previous jobs, I received one call evaluation every week or two. When I was a supervisor, I tried to give people two evaluations per week. Honestly, the best feedback is customer feedback (and that includes positive feedback).
Alternately, you can ask to speak to another agent. I know it's a pain and you shouldn't have to do this, but it will ultimately save you time and frustration. Once you've finished your business, you can ask to be transferred to a supervisor. If you don't want to wait on hold again, I believe you might be able to email Amtrak since it's a customer service issue. In either case, make sure you have the date, time, and the agent's first name. The date and time will help them narrow down which "Jennifer" or "Kevin" you spoke to. My software actually allowed me to look up a recorded call using the incoming phone number, so you could provide your phone number as well.
The rudeness comes from people who aren't professional enough to keep a smile plastered on their face when they're having a stressful day. I live by the mantra, "Never let your mood determine your manners." It's hard some days, especially when you get call after call of people yelling at you, but it's not impossible. It's not Caller #113's fault that Caller #112 was a jerk. (I'm saying you're Caller #113 in this instance, not the jerk. )
Customer service is an easy field to get into, since you generally don't need any experience or a degree. While that's good for job seekers, it also means that it's harder to separate the wheat from the chaff. Additionally, burnout is common, but some of these people may not have any alternatives (as I said, it's one of the few fields you can get into without a degree or experience). Why give up a job that pays around $10-12/hour with benefits for a part-time job at a pizza place? That's why providing feedback to supervisors is so important. The bad employees aren't going to quit a cozy gig, and the supervisors can't take disciplinary action if they don't realize an employee is a problem.
Amtrak Miles: 48,312
Amtrak Routes: Blue Water, California Zephyr, Capitol Limited, Carl Sandburg, City of New Orleans, Coast Starlight, Crescent, Empire Builder, Hiawatha, Illinois Zephyr, Lincoln Service, Southwest Chief, Texas Eagle, Wolverine
Metropolitan Rail: Chicago Metra, Chicago L, Dallas TRE, Detroit People Mover, New Orleans RTA, San Francisco MUNI, Seattle Monorail, South Shore Line (NICTD), Toronto Subway & RT, Washington DC Metro