I guess that behavior could be narcissism Meh. There seems to be an epidemic of people who feel entitled to force their inner dialogues and emotions and maladjusted behaviors on anyone around them. Inconsideration? Need for attention? I dunno. I call it "cheese sliding off their cracker" syndrome. I suggest carefully backing away quietly from all that! LOL. There is a reason I'm a hermit.
As for the reality of modern life in any agency or public-facing business... it's a wonder anything at all happens in a reasonable manner. Ham-handed, broad stroke AI phone bots that don't adjust to the often unique individual needs of a real human being (coz they ain't programmed to - just keep repeating representative or push zero to speak to a real human)... and people who don't know which end of a broom to use or how to sweep. It's an expectation for me at this point, that I'm going to encounter this kind of entropy or incompetence.
Maybe it will get better someday; but it doesn't give me warm fuzzies about the future of mankind.