Is this normal for HMRC?

As an agent we rang HMRC and after passing the identity checks the conversation went:
HMRC: How can we help you?
Agent: Do you want the NINO or the UTR?
HMRC: What are you calling about first?
Agent: Surely you need the NINO or UTR first?
HMRC: No, we need to know the purpose of your call.
Agent: The purpose of the call is to ask about progress with our letter dated 16 January.
HMRC: Thank you. What is the UTR?
Agent: The UTR is xxxxxx xxxxxx so now you have asked for what we offered at the begininng of this conversation.
HMRC: That's how we work.

Doh!!!!!!!!!!!!!!!!!!!!!

Is this normal or have we missed something?
frustrated