Not every resort does the direct outreach in the days leading up to your stay. Some do, some don’t. But for those that do, this call is from the actual CL CMs at the resort, not Disney Signature Services or any centralized group. So it’s your direct chance to confirm arrival time, go over any allergies, noting any celebrations, or similar. If you would like extra pillows it can’t hurt to ask, although if that slips through the cracks and doesn’t happen then a quick call to housekeeping when there usually works - I’m hedging here just in case whatever note they add never gets to housekeeping down the road (Disney is sometimes not good with left hand right hand situations, no matter how it gets handled). Really it’s just a quick pleasantry but for those with serious needs like allergies, deep cleanings, etc, it can be nice to have that direct line of communication. I don’t ever need anything so I just say thank you, have a brief chat, and that’s it.