Could be the monitoring that they always warn you about at the start. When a supervisor steps in or off the line it can create that sort of pause or click assoc

Could be the monitoring that they always warn you about at the start. When a supervisor steps in or off the line it can create that sort of pause or click associated with "someone is listening in". I agree the tech should be better by now, but I don't know enough about what's going on to know exactly why. Feels like phone latency is getting longer and longer as we move to VoIP for everything and I hate it.