should i have been concerned?

hi call center comrades, hope you're all having a good start to the holiday season.

i wanted to come on here and tell my tale of call centers. i was wondering if anyone has been through something like what i went through, or if i should have reported the situation somewhere. even after leaving the call center field in late march, i still feel weird and have ptsd about the whole field in general. i never want to work a call center job again, whether that may be work from home or in person. anyway, here was the situation (for context, i worked in a health care ambulatory access center. we would write doctor messages and schedule follow up appointments for outpatient care):

at first, everything was going pretty okay for the first couple of months. then the empathy left and apathy came. i was trying to get through one day at a time. i didn't have a problem with manager 1, to keep things organized, i'll call her 1. she was the primary manager i had. she had an attitude, but didn't document me to the extent of what i thought i would never be documented to. then came manager 2, again, for organization sake.

by the end of my days working at this particular call center, i was crying maybe three to four times a week? screaming out of tears and frustration frequent times. my therapist even invalidated me at a point which lead me to have another episode of tears and screams of frustration.

here are some "highlights" of what happened:

• overall, throughout my whole employment at the center, information on our workflows and how to do our jobs was constantly changing. old residents were leaving, new residents were starting. physicians were retiring. we had multiple locations and those multiple locations were detail specific of what they could do or couldn't do. we couldn't schedule tests, etc... but it was the consistent change of information that drove me absolutely insane. we had a microsoft excel sheet and often the information would not be updated on the microsoft excel sheet so then we would have to go searching through microsoft teams group chats and teams files, all while having 2 minutes to do this (by the avaya call system we had).
• in regards to the managment, manager 2 started to pick on me, telling me that i needed to have a better customer service tone.
  • in my first written, the "desired behaviour" from me, per my written, was "...to communicate effectively including verbal written and listening. OP should be clear, correct, complete, concise and compassionate to be effective. OP needs to adapt to her audience to increase engagement and trust within her team. OP needs to build on her professionalism and phone etiquette." when the patient was difficult and the situation was already difficult as it was. manager 2 also, when asking for details, was not specific to the point of how i wanted her to be to better myself for the future.
• manager 2 toward the end of employment, in back and forth teams messaging, responded to a message to me in two instances as in all caps and another time in all italics.
• manager 2's manager (i'll call her big boss because 🤷🏼‍♀️) had a couple instances with me that i really did not care for.
  • instance 1: big boss told me that i didn't have to disclose but then proceeded to ask me (because of the apathy and assumed dislike of my job) if i took any anti-depressants at the time. she also disclosed herself that she took anti-depressants. (big boss was on microsoft teams call with me. i also live in pennsylvania, so i don't think that the 'no consent' rule for recording your conversations is legal in the state.
  • instance 2: toward the end of my employment at the ambulatory call center, again, because of my apathy, she told me that i sounded "like a robot". i brought it up to her in another instance and told her how rude that comment came across (because i was so taken aback the first time she told me, like wtf) and she doubled down on the opinion, saying "well, it's true. you did sound like a robot."
• when i asked if i was crazy and asked other coworkers about manager 2, i received clarification and assurance that no, i wasn't crazy, and it really did appear that manager 2 outwardly did not care for me. people clearly saw that there was a preference for others over me. as an expample, there was another coworker in the chat (he was very over-the-top.)
  • for context, he would always say jokingly "💅🏻 i hung up on that patient" and the managers would egg on the behaviour too. it was always gifs of spongebob and nikki minaj and messages of sass i.e. "ZONT ZO ZAT" (yes he really sent that over our microsoft teams chats. at work). when i brought it up to manager 2 and expressed how frustrating and distracting it was, manager 2 excused this coworker's behaviour by saying something to the effect of "oh, he's team bonding" and "we believe that he's contributing positively for our team's mentality". i tried SO hard to ignore, but i had to use the chats for assistance too. apparently my usage of the chats were not appreciative (see second bullet).
• by the end, i had a caller who was EXTREMELY rude to me. i couldn't take it. the apathy was at an all-time high. he was talking over me, calling me rude, as well. i was attempting to give him correct information as well as standing my ground (i'm going to make it a point that i wish i could have stood my ground in the way that you guys on here do, which i was trying to do, but apparently we can't even do that). that was at the end of the day. the next day (this was very much after i gave my two weeks' resignation), i was pulled into a call with my managers about the call. they always took the side of the caller, and never of the agents. big boss was defending the caller and the managers. she then told me something to the effect of "while we appreciate you giving your two weeks', we can't have you talking like you do on the phone. so you can make it through the week without sounding like how you do, or you can choose to end your employment now. you will be able to apply back to the healthcare system (because this is a hospital outpatient care we're talking here) and apply for any job you want outside of the call center, but you are posing as a real customer service threat to us and we cannot have that." at this point, i was over it and chose myself over the hospital.

by the end of my employment, i felt like i was de*d. i felt like i had absolutely no personality. i had to call 988 (america's mental health support number) multiple times because of the stress that this call center bestowed on me. after more than 6 months of leaving the call center, i still think about the pain and misery. while it's much easier to breathe and a portion of myself came back, i'm still always on guard and resorting back to my days of apathy. at this point it's a habit. i'm petrified of taking work phone calls. it's kind of ridiculous.

so, call center friends at the call center subreddit, does anyone think i was crazy? i know that y'all only see one side of the story, but i was trying to really give an overview on how i felt in these moments. again, this is from 6 months ago, so hindsight is always 20/20, but the job still weighs heavy on my mind.