Unfiltered Story #280371

I work as a sub-agent for an independent insurance agency. We represent multiple companies and service the policies for out clients. I have to call a company to make a change to a clients policy. When requesting a change with this company, we have to upload a signed request from the insured before calling in. I have completed this step.
CS rep: Thank you for calling, how can i help you?
Me: Hello, my name is (name) and I’m calling from (agency name). I need to request a change on a clients policy. I have uploaded the signed request already.
CS: What is the policy number?
Me: Policy number is (number).
Cs: Ok i have that pulled up. Can you verify the name and address on the policy?
Me: Its (client name) and the address is (full address).
CS: Great, let me take a look at the document you up loaded. -few minutes pass- I’m sorry i dont show a document on this file.
Me: Thats strange, I’m looking right at it on your site. Let me try uploading it again.
CS: Still nothing. What were you needing to do with Mr. (Last Name)’s policy today.
Me: I’m sorry, could you repeat that name?
CS: Mr. (Last Name)…
Me: …….thats not the client.
CS: At (completely different address)?
Me: No… let me give you the policy number again. Its (policy number).
CS: Oh, i have it now. For Mrs. (Correct Name)?
Me: Yes, at (street name and number).
We got the situation handled but why have me verify the name and address if you arent going to check what you pulled up to make sure it was right??