The quote you provide shows a breakdown in process, not software. Wherever this human being is, they do not have access to the information provided beforehand (lack of communication between human software and phone software), did not look/can't find it (lack of training), or they have to go through a checklist of processes regardless of information provided (managers don't trust the phone system to do the job right).
Either way, I do not understand your correlation between that quote and how your lines of code disappear - as with all things, when a company does, sometimes so do the products they offer - there is nothing different here.