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Here is a scene for you:

Arthur goes and asks to see his mothers medical records, the clerk (bureaucrat is sympathetic and helpful a regular guy) but when he read how bad it was for Arthur he suddenly clams up leaving Arthur hanging/dangling emotionally. Leaving Arthur to grab the record to resolve the mystery of his life.

Everybody can understand and relate to that...it like the MD saying ahh ohh after reading your test results but won't tell you how bad what you got really is... not knowing is a killer. That connects the audience emotionally right to Arthurs plight. It is so human to want to know.