Another post prompted me to ask something I have always wondered. When one calls to speak to an agent they will bring up a file or a profile containing the information they have on you as a customer and/or information regarding a specific flight itinerary. I suspect (actually confirmed in another thread) that there is space for the agent to post comments for future reference by other agents who may speak to you later.

What kinds of things end up here? Are there any controls or monitoring? Can customers ask to see what info is being recorded? What are they saying about me behind my back? What are the privacy issues in play here?