In fairness (and having worked in a call centre) I don't think that's a valid reason to pull a call off a tape/digital recording. Incorrect bookings, wrong fees, a dispute over who said what is fine, but to save a few minutes asking a question isn't what this is for.

Most call centres run this sort of recording (ostensibly for "training and quality purposes") which means that all calls get logged onto a central system. Locating a particular call used to be a complete PITA (we had a call centre with 200+ client services staff, and locating the right operator, let alone a particular call took an age). Fair enough, we were running on a tape based system back then (2000), but if contacts in the industry are to be believed, the digital era is still quite painful!

And as others have commented, best practice shouldn't allow a member of staff to retrieve their own or colleagues calls (just think about giving credit card info to make a booking and you'll conclude why) - it should be a supervisors job with appropriate controls to prevent abuse.