When I worked in the inbound call center, most of the time, I had the person's info up right after they told me their name, presuming I spelled it halfway right. Asking the address was just to verify, and asking a phone number was just in case we got disconnected. A lot of the time, while they were verifying stuff, I was jotting down notes about why they called in the first place.<quoted text>
That's right -- I even had a customer service person tell me that's what they were doing (I'd heard about this and asked).
Like, they'd say "My name is Bob Smith and blah blah blah diarrhea of the mouth story with lots of details." So I'd say "Ok, Mr. Smith can I ask you to verify your address?" while I typed all that stuff down.