There are some things we should bear in mind here. People in service based roles such as call center agents always introduce themselves by their first names just like cabin crew members using their first names on their name badge usually only have their first names.

Secondly the agent in this instant requested permission in from the OP before dealing with the request. Whilst I am no expert in these matters it may be an attempt at building a relationship between the two parties.

We must remember at the end of the day BA are not the only ones at who adopt this approach.