Originally Posted by Often1

It's all marketing hype. The higher your status, the more senior and better-trained an agent you get (and that agent may have more authority as a result). The IVR either recognizes status from your linked phone or because you enter your #. That allows an agent to answer, "EXP Desk" or "sub human desk" as the case may be. It also allows an EXP to jump the queue.

In theory, you can dial any AA # and be routed to the proper "desk". Strikes me that something is off with the IVR and it may be routing Golds who should be answered "Gold" as "EXP" even though by the same agent.