That is what I assumed as well, but when I did call back they had no idea what the topic was.

Hopefully, this particular experience is rare, but the fact that it can happen at all is somewhat concerning

What were they trying to reach you about? Was it actually important to you or was is something you could have ignored?

They wanted to tell me that I hadn't made my loan payment. They were right about it. I did miss it. I had made a larger payment a few months earlier, and I hadn't resumed regular payments.

One would think this wouldn't be such difficult information for a L1 rep to tell you. sigh

Most banks have separate customer facing departments and back office departments that process paperwork. In the full evolution of this setup the customer facing departments are basically useless, and answer your questions by putting you on hold while calling up a back office department. Getting the actual details of some issue is like pulling teeth with these arrangements, because the front end has no domain knowledge. But every so often a person from the back office will call you to ask a question and you'll get to speak to a real human who can intelligently tell you the status of an issue. And so when you get calls like that, your choice is to either just roll with their insecure process where they want to verify you but you don't verify them, or give up getting that additional visibility and ultimately spend more time on the phone working through the front end.