From the same person on the same call:
Me: We need to reset your password. What's your current one?
Caller: It's blahblahblah and the "and" symbol.
Me: blahblahblah ampersand? OK.
Caller: No, the "and" symbol.
Me: Right, ampersand.
Caller: NO. The one for "AND."
Me: Uh...right. Got it.
------
Me: I just opened (program) on your PC--
Caller: I don't see anything.
Me:
It's the only thing open on your screen. Do you see both monitors?
Caller: Yes.
Me: Am I connected to (Computer Name)?
Caller: Yes, that's the one!
Me: Did you just see me close out Outlook?
Caller: Yes.
Me: And you don't see the application window?
Caller: Nope.
Me:

Caller: OH, THERE IT IS!
