Secret shopper program needed here

My friend Jacob reports on Facebook about a call with CareFirst Blue Cross Blue Shield (in Maryland):

Me: I don't have that information, can you please call me back in 10 minutes and I will find out?
BCBS: This is a call center, we do not have the ability to call you back.
Me: Then why did you ask me for my phone number at the beginning of the call?
BCBS: That is in case we get disconnected, we can call you back.

A friend inquires: And what was your reply?

Me: I said the connection was bad and asked if they could call back...and they did!