I read with her a few days ago. She struck me as a confident reader and didn't try to keep me on the line forever. I didn't get that she was mean or offputting but she was no nonsense. I think part of it is the way she answers the phone, she just basically says hello, no how can I help you or etc. And so callers may not be sure how to start out and get nervous. I didn't get an uncaring vibe though and it got smoother as the call went on. Just my two cents.