I have a 2018 and my whenever a call comes in i cannot here the caller. When I switch off the blue tooth I can hear. The same thing happens when I am connected to the vehicle via the USB. The out issue is once I end the call the radio will not release the link so the screen shows my email address and the end call icon

 

I would make sure my Sync3 was up to date, plug your vin# in. https://www.ford.com/support/sync-maps-updates/
I would make sure my phones operating system was up to date.
I would 'un-pair' my Ford sync connection to my phone, completely delete it.
I would Power cycle my phone and the truck
Then re-install bluetooth connection
Also look at cable you are using in direct usb connection, use a quality cable.