Anytime Tom makes up new stories that add to the mythology of Call Screener Mike. Mike's in no position to rebuke, so Tom can make claims that paint Mike as this total monster and you almost want to believe it.
Similarly when Tom uses Mike's name as substitute for his own thoughts. Like when Tom says "Mike says I got to move on", it really means "This call is dragging on too long. I want to hang up but don't want to be the bad guy".