I am SO confused after a call to the Globalist phone line.

Called to make a change to an existing reservation.
Agent seems to complete the change, but at the very last minute, tells me that she needs to transfer me to the "High End and Luxury agent" and puts me on hold.
The property in question is the Andaz Singapore.
This luxury agent comes on the line and repeats the entire request, completes the change, and then proceeds to ask all sorts of questions that I just don't need at 12:30am... such as, why am I visiting? What time am I arriving (despite my late arrival time noted in the res)? Do I need anything else? Thank you for being a Globalist. Do I need anything else? (yes, she asked this multiple times)
At the end, I asked why she needed to make the change because in the past, I was never transferred to someone.
She said that this is true for all reservations involving "luxury hotels and resorts".

True? Or fake news from the offshore call center?