You call a 1-800 number, they ask you to key in your account number, and then when you eventually find your way through the maze and manage to talk to a real live agent, they ask you again for your account details?
It's just bad/lazy design, because the technology to send information from a switchboard to an agent's computer (called CTI or Computer Telephony Integration) has been around for at least a decade, and now that most corporate switchboards are fully digital it's not particularly difficult or expensive.
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