This statement confuses me, what are you proposing the call center employee empathize with me over? The reason I'm even calling, or the authentication and account verification answers and random bits of string that I enter into my account when signing up?

"You" in this case are a hacker / social engineer trying to break into someone's account. If your target puts gibberish as the answer to that question, here's how the conversation will go:

Operator: What is your mother's maiden name?

Hacker: Smith (let's say this is the real name, gleaned from public records)

Operator: That's not what I have here

Hacker: Oh, you know what, I think I just put gibberish when I signed up. I thought that would add some extra security, but I forgot what I wrote, ha ha, joke's on me. The real name is Smith though.

Operator: Story checks out, I'm giving you access to the account now.

or

Operator: Story checks out, I'm going to reset it to "Smith" for you.