Much of what they say is frequently nonsense; but if you do not know you should ask in writing so that you have evidence if you are later penalised.
A very wise precaution. The following is the last paragraph from page 95 of the 1040 instructions:
"By law, you are responsible for paying your share of federal income tax. If we should make an error in answering your question, you are still responsible for the payment of the correct tax. Should this occur, however, you will not be charged any penalty."
(What isn't mentioned is late interest payments, which may also be included.)Unfortunately, I've found that the IRS at times responds to letters with a phone call. Since the IRS admits that it is possible to make an error, I would prefer to have a record of that error in writing. If you feel comfortable with just a phone conversation, be sure to record all dates and times, the advisers name, and his ID number (in the past, they would give their ID number. I don't know if they still do). Then write down your complete recollection of the conversation, and information given, immediately after hanging up. But if it comes to justification, the strongest evidence is IRS headed stationary.