After experiencing this myself in numerous different contexts I just figured it was essentially a time sponge step - it feels like you're making progress through the system, but in actual fact it's just to make waiting in the queue seem less time consuming.
"Here's some pointless busywork, ooh look you've moved up in the queue 3 places since we asked you for your order / account / ticket / reservation number.
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After experiencing this myself in numerous different contexts I just figured it was essentially a time sponge step - it feels like you're making progress through the system, but in actual fact it's just to make waiting in the queue seem less time consuming.
"Here's some pointless busywork, ooh look you've moved up in the queue 3 places since we asked you for your order / account / ticket / reservation number.