I had a man call and I had to tell him that his son's Adderall script was expired. He had a total break down and threatened to come and shoot me. My supervisor had heard me trying to de-escalate the call, but stepped in. Normally, de-escalating a caller was easy for me. I would assess the issue, let the patient know how I would handle it, and make sure that I contacted them back with updates or that it was taken completely care of.