Do you listen to customer calls?

I know the general rule is that you should be talking to users all the time but the reality is that we are not always consistent with getting in front of users. I am curious about whether listening to recorded customer calls is a viable alternative as a source of insights and knowing what you should work on next.

1. How much do you listen to customer calls?
2. How do you know which calls to listen to since they may be so many to choose from?
3. When was the last time something you heard from a customer call influenced what you will work on?