Call centre is the least reliable source of information. I've said before: this 'started/not-started' terminology that the phone agent is telling you does not mean much; finished one step (eg AOR) means the next step has started - it does not mean that someone actually has the file in their hands reading it right now. There are separate processes that can go on in parallel, and for them, it waiting in a queue is also 'in process.'Correct me if I'm wrong but the email below is stating that eligibility is in process right? Because today I called IRCC's call center again to see if the information below is already updated on my husband's file, only to find out for the second time that it's still NOT STARTED. I don't know what and who to believe anymore.
The response to MP confirms this.
"If any of these verifications have been initiated, we conclude that the assessment for the applicant is in process. "
The assessment is the whole thing and it is 'in process.' If you want to drive yourself crazy by comparing to what the call centre agent says, by all means, but it's completely unproductive.
Order gcms notes if you wish, of course.