Steve is an interesting and bright guy.
But when I listen to him, I get the impression he has some disdain for his callers. (And to be honest, his callers don't sound like the brightest bulbs on the tree.)
I hear in his voice frustration with some of the callers.
I also get the impression he is a bit fatigued from that shift.
$.02
LOL - I agree with all of the above.

To be fair to Steve, I know he has mentioned that he has been dealing with a good bit of physical pain for some time now, so I am sure that affects him and his disposition. Still, you do have to try your best to "reign in your emotions" when dealing with the public. If you dealt with customers that way in a retail store, you may soon be out of a job.
Good observations, though. A poster in a previous thread also mentioned that BZ has had a lock on the "Blue haired crowd" for many years. Just another observation...