Some people yes. Maybe not in the states but here. I gendered it for explanation. The person on the phone presumably knows who 'E' is and therefore knows their gender so would be confused by the plural. Despite being the face of a company, we in the UK seem to think answering the phone is a meanial task for the lowest paid worker only and English as a first language no longer seems to be in the job description. Drives me mad but there we are. Don't be shocked.