How long do the live agents in online screen chat have to respond

I went to online chat with a price increase question. I was transferred to someone, and I know the party was present because I could see the blinking thing that indicates a response being keyed in. However, after 50 minutes this chat person still had not responded. I kept noting the time in my responses, since the chat app for Comcast has no time statement it, a very important and plausibly deliberate omission. I say "deliberate" because I think these chat reps constantly use unnecessary delays as a tactic, hoping the customer will tire out and go away in frustration.

Does Comcast not know how it so constantly infuriates its customers? Or does it know and not care? Or does it know and care, but not have the competence to correct these problems?

I have the screen name of the chat person, and would give it by direct messaging.