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"Taken together, the millions of calls they make and receive constitute one of the largest intercultural exchanges in history". -That the topics of this exchange are how to fix a jammed printer or why someone should switch to a new phone provider is a shame. It's interesting the take-away they have about Americans:
"I have only been cursed by Americans. They are sharp-witted and very articulated and yet very free with their anger."-Sounds about right.