Sounds like an internal Apple employee. I used to have that exact same job through Arise, working from home. We did four chats at once plus chatting with our teams, and had to make 5% conversions. I would have been yelled at for a chat like that, but it's nice when workers can be real. I actually enjoyed chat quite a bit, even though it could get really, really stressful. There were some "abusive" chats. Although, they didn't bother me personally. The ones I helped the most didn't usually buy. Conversion rates were a horrible measure of performance because you could spend an hour with a customer getting a perfect solution for them and not get a sale. But you could "touch" a browser who never even wrote to you and get credit for their sale if they checked out while the chat with you was open (on their end). I know it's not worth much in any context, but I was once told by performance facilitator (in this bizarro world of contracting, a performance facilitator is kind of like your immediate supervisor, except you're paying them and they're also paying you since you're an independent contractor--you have to pay to use their systems and training, but they pay you for work) that I was the best chatter she had on her team, except that my conversion rate wasn't tops.
It was also a bit Pavlovian in that each new chatter caused a "Ping" to go off on my Mac, which could drive you crazy when it was really high volume.
For some reason I always imagined the internal Apple employees being much more laid back and not having the same pressures, but I could be wrong.