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Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch::Google is testing a feature that places a call to a business , waits on hold and then give you a call once a representative is available.
Moral hazard I think the term you are looking for here. Might be wrong could also be preverse incentive.
It definitely has a moral hazard aspect. Thank you.
Negative Externalities also applies