Interestingly enough, when I trace from my Cisco router it seems to show
some MPLS labels after the hop of interest (12.88.71.13 to 12.122.112.78,
only 24 msec here!). I'm not sure how our Cisco box derives these from a
foreign network.
Router#traceroute 69.28.226.193
Type escape sequence to abort.
Tracing the route to 69.28.226.193
1 sxct.sxcy.mtcnet.net (167.142.156.197) 0 msec 0 msec 0 msec
2 siouxcenter.sxcy.137.netins.net (167.142.180.137) 4 msec 4 msec 4 msec
3 ins-b12-et-4-0-112.desm.netins.net (167.142.57.106) 8 msec 8 msec 8 msec
4 ins-h2-et-1-10-127.desm.netins.net (167.142.57.129) 8 msec 8 msec 8 msec
5 ins-c2-et-pc2-0.desm.netins.net (167.142.57.142) 8 msec 8 msec 8 msec
6 12.88.71.13 28 msec 24 msec 28 msec
7 tbr2.sl9mo.ip.att.net (12.122.112.78) [MPLS: Label 30663 Exp 0] 52 msec
48 msec 52 msec
8 cr2.sl9mo.ip.att.net (12.122.18.69) [MPLS: Label 17306 Exp 0] 52 msec 52
msec 52 msec
9 cr2.cgcil.ip.att.net (12.122.2.21) [MPLS: Label 16558 Exp 0] 52 msec 52
msec 52 msec
10 cr1.cgcil.ip.att.net (12.122.2.53) [MPLS: Label 17002 Exp 0] 48 msec 52
msec 52 msec
11 cr1.n54ny.ip.att.net (12.122.1.189) [MPLS: Label 17033 Exp 0] 52 msec 52
msec 48 msec
12 tbr1.n54ny.ip.att.net (12.122.16.138) [MPLS: Label 32364 Exp 0] 52 msec
52 msec 52 msec
13 12.122.86.165 48 msec 48 msec 52 msec
14 12.118.100.58 60 msec 60 msec 64 msec
15 oc48-po2-0.tor-151f7-cor-2.peer1.net (216.187.115.125) 52 msec 52 msec
68 msec
16 oc48-po7-0.tor-151f-dis-1.peer1.net (216.187.114.149) 52 msec 52 msec 48
msec
17 tor-fe3-5a.ne.peer1.net (216.187.68.6) 52 msec 52 msec *
Router#
Wondering why the RTT dropped to 24 msec for that hop, I entered both
69.28.226.192 and the IP address that my customer has been complaining about
(12.129.255.4) into PingPlotter and I see that those behave very
differently. I'm now guessing that AT&T is routing back traffic sent to
12.129.255.4 in a different way (perhaps asymmetrically) than traffic sent
to 69.28.226.192, but it doesn't show up until it hits 12.122.112.22.
Perhaps it's all those 1's and 2'. 
I notice that in the low RTT trace router 12.88.71.13 goes to
tbr2.sl9mo.ip.att.net (12.122.112.78), but in the high RTT trace, roouter
12.88.71.13 goes to tbr1.sl9mo.ip.att.net (12.122.112.22). Must be
something about the way AT&T gets to tbr1.sl9mo.ip.att.net (12.122.112.22).
I can't traceroute to either of those networks directly. In fact, I don't
appear to be able to traceroute to any of the 12.122.x.x or 12.129.x.x I see
in my traceroutes, perhaps because AT&T uses some of that space internally
and doesn't advertise it.
Frank