I was told by a Healthcare.gov supervisor that there is no requirement for notes of a phone call to be kept. I escalated to a higher level supervisor and was told that an "outline" was kept but still no specific information.
Not having a requirement for taking notes of sufficient detail for the next call center employee to be able to continue working on the clients case is inefficient and costs time & money for all involved.
In my case this gap resulted in losing several hours of call information to Healthcare.gov for the month of December and is making my issue of double enrollment very difficult to resolve.