Why having personal details makes scams more convincing

After several years of investing in crypto, Glen has built up a sizeable nest egg. The money means security and the ability to buy a home. One day, when trying to log in to Coinbase, he realizes that his account is locked. Seconds later, he receives a call from "Coinbase support." The customer service agent explains that due to a major data breach and the high volume of hacks, they are now being instructed to reach out and assist customers directly. He walks Glen through the account recovery process, which is reassuring, but within a day, Glen's account is drained of $180,000.