Data point- not sure if this is public knowledge. I have been back and forth with AA regarding pricing and award ticket- it keeps reverting to a higher amount. Last time I called, I asked if they can possibly pull up my record so I don't need to reexplain the whole issue, and the rep pulled up records of all past past conversations regarding this itinerary.
Something to think about when HUCAing, it might change how you approach the agent...