Yeah, calls coming into our office are recorded.
I get the other issue too–we’ve had some reception change-over which means a lot of training. When patients tell me that they didn’t feel heard on the phone it’s useful for me, I take steps to address those issues with staff member training. We did indeed have someone on staff ages ago who would yell at the patients when she got flustered, but she didn’t last long.
The ones that are friendly to clinicians and rude to staff are a very small subset (happily), and generally repeat offenders.