Maybe it's because I'm a software dev with an affection for wikis, but I loved the fact that the mystery to be solved was a text conversion. I did get confused when Monica walked in. I *sort of* gathered that Monica was her name, but the conversation was too clipped for me to be really sure of what was going on, perhaps because of the introduction of Crystal that led me to overthink things. Clever double entendres.
Wow, really good opening, good writing. The only thing negative to say is that the ending is abrupt. I know you want to get back to the "one thing," but I wish it could have circled back a little more gradually.
Also (and very minor), would an IRS employee say "we don't make mistakes"? It sounds like a line from a movie. They do make mistakes, and I'm pretty sure they're aware of it. I think it would be better if the agent just expressed confidence about the particular fact at hand.
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