Not typical. But also not unheard of.

Like many large organizations, there are sime great staff. There are also some that are an embarrassment not just to the company but to their co-workers. When you face little to no consequences this can happen.

Since we don't know the details here we can't decide this is the case for this specific incident. But bad attitudes from AA staff isn't rare. It's almost like complaints could fill an entire section of a travel focused website 😁