The first agent was entirely correct and the second, a non-professional, should never have waived the requirement after hearing the then current situation. As others note, every situation is different and that is why it always, always, always makes sense to have the form.

What seems like nothing on the ground can require a medical diversion at altitude and, when that happens can occur in risky circumstances, may not always be successful, and is of course disruptive and expensive. But, the interests of the carrier and the passenger really are aligned.

Unlike change fee waivers and the like, this is one where paying attention to the medical advice first and the travel logistics second makes sense.