"an Air Canada customer service agent" .... "was due to fact she was bound to a work schedule imposed by Air Canada." .... "with mandatory and specified health and lunch breaks "

If AC treats their WFH CS agents 1/100th as strictly as the best call center agent anywhere else in the known universe, Gentile-Patti had the clock running on her lunch break.

There is a very good chance her performance metrics are "time to answer", "time to terminate", and "% non-responsive" or such other easy to measure (if pointless, soul destroying, and anti-service triggering) metrics. Or, reading those "mandatory" breaks a different way, a union enforced (and also pointless, soul destroying and anti-service triggering) fixed schedule (which AC negotiated to).

Gentile-Patti's ability to casually, on her own terms and with her own personal safety in mind, take a break was non-existent. Her paid break was a paid break. Her union mandated break was a mandated break.

AC is as responsible as much as if it was a flying coffee pot to the head.