“I’m sorry,” they said. “It’s just that I can see you’re in there somewhere, in that person, but. . . ” Then they laughed again.
The author's inclusion of quotes throughout the essay where people stammer and seem afraid of finishing their own sentence makes the work feel more realistic than if everybody just said what they thought outright. When people speak this way, the element of underlying, unspoken truth is often more damning than one that's fully spoken.