I worked in a professional services department that did not record calls, except at the request of the customer. We took copious notes on each call, shared things that showed up repeatedly over a few days to weeks in wikis, and shared things that showed up repeatedly over a single morning in Slack channels.

Where I live companies are required to get my explicit consent before recording me and are also required to continue the call if the only reason they would not is that I didn't consent to being recorded.

It'd be a bit silly if not as where I live I can also request them to delete the recording immediately after the call ends. So yes many businesses operate like this.

When you go to a shop and talk to the person there for help with a previous purchase they aren't recording your interaction, why is it so surprising?