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It’s early Monday morning, the computer is still coming to life after its weekend slumber, and the last thick droplets of coffee are freefalling into a stained pot in the break room. The phone rings and, at first, you think it’s that same employee who calls out almost every Monday, so you decide to let it go to voicemail. But then you wonder if it’s one of your kids or your spouse with a flat tire. So you pick it up and answer it politely, only to find a person on the other end who, after a few introductory comments, lays into you with a vengeance. For a moment, you become detached from your body and see yourself sitting there being berated by a total stranger; it’s then that you realize that you are a claim supervisor.

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