Ya, I definitely swore at them and raised my voice. I immediately apologized and said I was upset at the situation and not them because I know they are trying to help and are just trying to get through the day. The call went pretty well after I apologized. There was one time the person seemed like they were being intentionally unhelpful and a smartass when I was super polite. I did lose it on them and called them a fuck face and told them to fuck off.