It never occurred to Janie that somebody might actually lie about something like this, that the caller might not really be from the billing department at all. Of course, the blame doesn't lie at Janie's feet. She wasn't well versed in the rule about making sure you know who you're talking to before discussing information in a customer's file. Nobody had ever told her about the danger of a phone call like the one from Art. It wasn't in the company policy, it wasn't part of her training, and her supervisor had never mentioned it.