The agents are not same.They said that my file is in Vancouver, so it's probably the primary one, and the second one could be the Case Processing Centre in Ottawa.
However, when I asked them via webform whether the file had been assigned to a decision maker or not, they just ignored the question and only said that my application is in process
Second time when you call them.
When the agent says to you
How may I help you today?
The first question you ask him/her should be
May I know if my file is assigned to an officer please?