I sometimes listen to incoming reservation calls for my company. Of course, we let you know that your call may be monitored for quality control. You'd be amazed at what people say and/or do while they "think" they are on hold. Depending on which way I decide to tap in on a call, I can either hear the agent or the customer side of the conversation.

Doesn't Google do something similar with Germany and Nazi associated websites? I thought I read this is the same "article" the OP is discussing.