I have called dozens of times over the years ( twice just the other day) and have never had an agent refuse my request to look up something because of a low balance. In fact, lately, I haven't even been asked for my AS #.

I believe the old rule applies here...if you don't like what you hear the first call, politely hang up and call back. The call will usually go better the second time around.

I also think that it is misinformation that an outbound partner award cannot be booked unless the return is in the 331 day window. I've done it with every award ticket.