First, if this is private vs corporate, they are probably using a separate laptop, likely with a VPN. Second, doing this kind of shadow profiling is a lot of work with potential legal consequences with little gain, at least for support teams. For fraud detection, that is a completely different thing.

So I think a simpler explanation is more plausible: they are selling AWS at such a premium that they can afford normal human customer service and still make a lot of buck.