[Kushan]

Mates rates isn't just for employees, employees get "My rates". Mates Rates is for friends (Which is what employees drop down to when they leave, true enough...).

On the call recording front, if the agent is ok with you recording the call then go for it, but keep in mind they're legally allowed to refuse in much the same way you're legally allowed to refuse when you hear the automated message telling them the same. And as Horseman states, you absolutely must tell them you're recording the call - and at the very beginning, not half-way through.