Well, I found a few things:
1. the name "You" could very well be for when you don't specify a name in the initial chat window prior to being connected with the chat CSR.
2. The CSR's name in my chat did not have a last initial. So that's not a legitimate reason to mark it "fake".
All that said, my CSR gave me the standard "no information, sign up page here blah blah". Which is what I was expecting.
*edit* One other possible piece of evidence that it was a fake is that at least with my chat window, I could resize it horizontally, but NOT vertically. And that window in the ss looks like it was a lot more rows than I could stretch mine to. But that could be browser-specific. *shrug*