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The agent recognizes callers by phone number and is deliberately careful about what it will say before it is sure who it is speaking to.
Recognition is by phone number
A returning caller is matched to their record by the number they call from — never by a name alone, because names are shared and a wrong match would expose the wrong customer's information. Keep client phone numbers accurate so recognition works.
When identity is unclear
If more than one customer shares a number, or the number is withheld, the agent does not read out account details or names. It asks the caller to confirm safe facts first, and it will not cancel or change anything until identity is clear enough.