I would not call anyone to trim anything unless A) it's your tree on your property and B) you get confirmation IN WRITING from Duke Energy that what she said was gospel.
If no response within 2 weeks I'd call/e-mail my
state Public Utilities Commission and tell them what I was told and by whom and what attempts you have made to get it resolved.
Here's my point: even a certified contractor is not empowered to decide what gets trimmed and when....it's the utility company that decides and they TELL the contractor what to do and where to do it. That contractor works for them and really has no business talking to you regarding Duke's policies...IMHO.
In my over 31 years in public works and working with 2 electrical utility districts in 2 states
NEVER have I heard of a power company stating, in so many words "...yeah, it touches at times and sparks and I see the video of the glowing embers hitting the ground but ya know what? We're just gonna wait 'til it touches ALL the time, starts a fire and perhaps a house or 2 burns down, maybe a couple people burn up because ya know what else? This line clearance work is expensive...."
Don't we all know that PG&E wishes they had lowered the shareholders' dividends and put some money into pole replacement and line clearance/vegetation management?