TECHNO SAVVY and YET system does not work

When we call at Discovery health support centre , there is a voice message system which prompts to ask for your ID number , after pressing ID number - we been taken to an consultant

I failed to understand - Even after Discovery been so technology advanced - they have a website, they have a mobile APP , they have 24 hours chat service Still a consultant will ask for your ID again - with limited time and airtime - surely they could see the ID number which has been typed out on the phone - so when i asked CELESTE - why do you ask again - she says information has not been showing in her system

STRANGE -