If you like that field of work, you should apply for the position. The only way to find out whether or not you enjoy the work is by working for the company. I am in no position to tell you that any position is right or wrong for you because everyone is different. Each individual should have the right to make their own decision. However, with this position it requires a lot of interaction with agents and their clients.

I should have pursue my nursing career as this was my intent.

I never had such an encounter with customers. There was no drama.