Yeah that's about it. There is a second part of that call - when he is transferred to a manager - and he loses it then, but in the first half he is just pretending to be a victim of his own harassment. Of course our staff know his voice now, so they hit record every time he calls, they don't wait for him to start revealing himself.
This has been reported to the guards etc, but I can't go into detail about that at this point.