Sure. Thanks very much.
The short answer to the question is that calls into our national client contact centre are recorded. Calls between veterans and case managers or veterans service agents that take place through the normal access of someone calling in to ask questions of somebody who may be responsible for their file, such as in the case of a case-managed veteran or in the case of a veteran who may be going through guided support and has a veterans service agent associated with them, can be direct phone calls that can come in from that point of view. It's also true that the case managers or veterans service agents could call out to people they have a responsibility for in helping them through whatever level of support they might need, so you're right that there's a two-way flow of calls that could happen.
It could come from the department if somebody's calling out to see how their veteran is doing, but it also could come in from a veteran who has a direct contact, be it a case manager or veterans service agent, to follow up on some issues or questions they might have.