*** / VERIFIED***
Caller: 
ACCT#:
LPN: 
Email: 
Phone: 
Address: 
Trip ID: 
TRPD: 
>> Reason: TEXT MESSAGE ABOUT 
>> Resolution:  
Agent: RICH V.
Transaction Date/Time: 
AWS ID: 
++++++++++++++++++++++++++++++++++++++++++++
Kindly monitor and track any accounts that are missing from our system, such as Missed A Toll, Violation Account, and Stakeholder Account.
- Tracker Link: https://forms.office.com/r/YryiYvPAG0
++++++++++++++++++++++++++++++++++++++++++++
***HOV ON DISPUTE***
CALLER:  LUIS ROGRIDUEZ
LPN - STATE: TKE8785 - VA / TRT5674 - VA / TYM2454 - VA 
EMAIL:    lrod626@hotmail.com
PHONE:  571-552-6341 
>> VERIFIED: Yes 
>> REASON: HOV ON WITH 3 PASSENGERS BUT WAS STILL CHARGED / TRIP DETAILS SEP 5 = $9.70 & SEP 7 = $10.25 / 
>> RESOLUTION: CX WILL EMAIL HIS INVOICE FROM EZPASS TO EXPRESSLANES CUSTOMER CARE FOR HOV ON DISPUTE SINCE IT DOESN'T APPEAR YET IN CBO & OUI
Transaction Date: 10/17/2024
AWS ID: 62e81efa-86d0-4fce-a642-c7c02605ee89 
Agent: Rich V.
+++++++++++++++++++++++++++++++++++++++++++
***VERIFIED***
CALLER / Representative:  SUSAN DAVIS 
LPN - STATE: TPV2478 VA / UUY1073 VA
EMAIL:  swhite3711@msn.com  
ADDRESS: 5215 PLANTATION GROVE LN ROANOKE, VA 24012
>> VERIFIED: Yes 
>> REASON: CX CALLED FOR ANY VIOLATIONS 
>> RESOLUTION: PAID HER INVOICE / ENROLLED TO MAT-FMAT
Transaction Date: 10/17/2024
AWS ID: 36799f2b-e5b6-4906-8aa6-eee8371ea408
Agent: Rich V.
++++++++++++++++++++++++++++++++++++++++++++
***STAKEHOLDER***
CALLER / Representative:  BOB FEATHER 
LPN - STATE: NUHRIZN 
EMAIL: nhinspection@gmail.com 
PHONE: 2673046630 
>> REASON: EZPASS BASIC / Yes / OCT 3 - 407PM 418PM / 
>> RESOLUTION: HOV ON DISPUTE / NO RECORDS IN BCO & OUI / ENROLLED AT MAT-FMAT
Transaction Date: 10/17/2024
AWS ID: 97b84e43-9eb5-484f-ab67-6240f9e581ac
Agent: Rich V.
++++++++++++++++++++++++++++++++++++++++++
***VERIFIED***
CALLER / Representative: Henry Francisco Rojas
LPN - STATE: TJU5224 
ADDRESS: 4 ROSE COTTAGE CT FREDERICKSBURG, VA 22406
>> REASON: EZPASS SLIPPED ON WINDSHIELD / SUP CALL 
>> RESOLUTION: CX WILL CALL BACK
Transaction Date: 10/17/2024
AWS ID: f740ab46-7bca-4fd3-80df-eefe5f7b8efb
Agent: Rich V. 
++++++++++++++++++++++++++++++++++++++++++
***HOV ON DISPUTE***
CALLER: Ritu Joshi
LPN: TSY1418 - VA
EMAIL: preeti.joshi06@gmail.com
PHONE: 7033406113 
ADDRESS: 12915 SWEDES ST FAIRFAX, VA 22030
>> REASON: HOV ON WITH 3 PASSENGERS & SRILL CHARGED $12 FOR 4 TRIPS / TRIP DATES: FEB 28, 29, MAR 29, JUNE 11 / NOT YET ON CBO & OUI  
>> RESOLUTION: MAT-FMAT ENROLLED 
Transaction Date: 10/17/2024
AWS ID: 6684d17c-d5ad-4198-bbc0-8dfbdf88325c
Agent: Rich V.
++++++++++++++++++++++++++++++++++++++++++++++
***VERIFIED***
CALLER: MARY 
EZPASS ACCT: 12603952 
>> REASON: EZPASS 
>> RESOLUTION: 
Transaction Date: 10/17/2024
AWS ID: abadfb60-b054-4c1d-9310-3a3645bba5b5
Agent: Rich V.
+++++++++++++++++++++++++++++++++++++++++++++
***IN DMV LOOKUP***
CALLER: ISAAC
LPN:  VA - VEB4030
TRPD: 5644294 
>> REASON: CX CALLED REGARDING EZPASS INVOICE
>> RESOLUTION: NO RECORDS ON CBO & OUI / CX WILL CALL BACK
Transaction Date: 10/17/2024
AWS ID: c7eecce3-8473-4b28-87ab-6665abdd6254
Agent: Rich V.
++++++++++++++++++++++++++++++++++++++++++++++
***VERIFIED***
CALLER: SONNY 
LPN: TMZ5459
>> REASON: INVOICE RECEIVED TRACING WHICH EXPRESSLANES
>> RESOLUTION: NO XPLANES INFO ON CBO & OUI / CX ENDED CALL
Transaction Date: 10/17/2024
AWS ID: 150bac96-4019-4d72-a8c3-31d4af3af36c
Agent: Rich V.
+++++++++++++++++++++++++++++++++++++++++++++++
***STAKEHOLDER***
CALLER: TENESHIA SMIKLE
LPN: VVE5384 - VA
EMAIL: nicolet3009@hotmail.com
PHONE: 7036595704 
TRIP ID: 01J9TQVPPAM41P0TK4S0GZ1WRQ 
TRPD: 6501003895801
>> REASON: INVOICE FROM EZPASS / HOV ON DISPUTE - TRAVELLED WITH 3 PASSENGERS / TRIP DATE: 
10/9/2024 8:47:56 AM / TRIP ID: 01J9TQVPPAM41P0TK4S0GZ1WRQ
>> RESOLUTION: ENROLLED AT MAT-FMAT / PROVIDED STAKEHLDER
Transaction Date: 10/17/2024
AWS ID: cda42138-ca7e-4aae-9a56-4c62130aa213
Agent: Rich V.
++++++++++++++++++++++++++++++++++++++++++++++
***EZPASS / SUMMONS***
CALLER: Camilo A Alfaro Menjivar
ACCT#: 4866946
LPN: 9EX4711 - MD 
ADDRESS: 117 LEE AVE APT 34 TAKOMA PARK, MD 20912
>> VERIFIED: YES
>> REASON: EZ PASS / RECEIVED SUMMONS / SOMEBODY FROM EXPLANES TOLD AN OPTION TO PAY $280.00 - NO INFO ON CBO ABOUT THIS / 
>> RESOLUTION: CALLER WILL CALL BACK
Transaction Date: 10/17/2024
AWS ID: 7888d2b3-8274-4749-a3c7-48e623f657a1
Agent: Rich V.
+++++++++++++++++++++++++++++++++
***SUMMONS / VERIFIED***
CALLER: Christopher Ray Mann
LPN: URV9793 - VA 
ACCT#: 4861939
ADDRESS: 2964 DRUM POINT CRES CHESAPEAKE, VA 23321
>> REASON: SUMMONS DROPPED ON HIS HOUSE /
>> RESOLUTION: CX PAID THE READY FOR COLLECTIONS / ADVISED CX TO CALL NCC 
Transaction Date: 10/17/2024
AWS ID: 55dbe54d-6f61-4328-8b97-ebea076fd808
Agent: Rich V.
++++++++++++++++++++++++++++++++++
***HOV ON DISPUTE / STAKEHOLDER***
CALLER: JEFFREY GONZALEZ
LPN: TZM9245 - VA
ACCT#: 6814125
ADDRESS: JGONZALEZ541@GMAIL.COM
PHONE: 5712471269 
>> REASON: EMAIL FROM EZPASS / EZPASS FLEX ON YET CHARGED WITH 3 PASSENGERS / TRAVEL DATE: OCT 5, 2024 / 
>> RESOLUTION: MAT-FMAT ENROLLED / PROVIDED STAKEHOLDER  / CREATED TICKET 
Transaction Date: 10/17/2024
AWS ID: 217a5f0a-d91b-4790-a1c7-524af34a430f
Agent: Rich V.
+++++++++++++++++++++++++++++++++++
***EZPAZZ DISPUTE / VERIFIED***
CALLER: JENNIFER / Contact Information Howard Junior Hinnant 3rd
LPN: 93265CL - MD
ACCT#: 6741989
email: jennifermicah@gmail.com
ADDRESS: 11832 OLD ANNAPOLIS RD FREDERICK, MD 21701
PHONE: 2403153275 
>> REASON: EZPASS HOV MISCHARGED / CX RECEIVED A CALL FROM EZPAZZ BUT HAVE NO INVOICE OR ANY PROOF OF EMAIL ABOUT THE $43.00 CHARGED
>> RESOLUTION: PAYMENT SUCCESSFUL-ZERO BALANCE NOW / MAT-FMAT ENROLLED / CX WILL CONTACT EZPAZZ TO GET INVOICE OR PROOF AND WILL EMAIL BACK EXPRESSLANES
Transaction Date: 10/17/2024
AWS ID: c4b19644-ebfa-4292-9969-05c7ba075804
Agent: Rich V.
++++++++++++++++++++++++++++++++++++
***PAID MISSED A TOLL/ VERIFIED***
CALLER: DAN / Carol Hancock Murray
LPN: NNY9374 - TX
ADDRESS: 4004 ROTHINGTON RD FORT WORTH, TX 76116
>> REASON: RECEIVED MAIL ABOUT MISSED TOLL / EZPAZZ BASIC  
>> RESOLUTION: CX PAID PAID / OFFERED MAT-FMAT BUT DECLINED 
Transaction Date: 10/18/2024
AWS ID: c7762cd6-c4fb-4e3a-8b49-36c777b489c0
Agent: Rich V.
++++++++++++++++++++++++++++++++++++++++++
***VERIFIED***
CX Name: MICHAEL
LPN: 8FL1401 		 STATE: MD
Email: michaelc5575@gmail.com
Phone: 2407515575
***VERIFIED***
Reason: DISPUTE OF INCORRECT CHARGE / HOV ON WITH 3 PASSENGERS BUT STILL CHARGED
Resolution: OFFERED FTF - REVERSAL TRIP ID: 01J8DPAAFDVHJD17B55FQ30B5F
Agent: RICH V.
Transaction Date: 10/1/2024
AWS ID: 2e0594f1-60c3-4300-bf61-9f215a5002ea
+++++++++++++++++++++++++++++++++++++
***VERIFIED***
CX Name: Hamdallah Aloul
LPN: TKT1690 	 STATE: VA 
Email: h.aloul@yahoo.com
***VERIFIED***
Reason: CX TRAVELLED WITH 3 PASSENGERS IN HOV ON MODE BUT STILL WILL BE CHARGED WITH EZPASS ACCT#: 1470880 
Resolution: FOR DISPUTE IN 3 BIZ DAYS FOR TRIP ID: 01J8D4HZRP4H8R1G1WYN9E04V3
Agent: RICH V.
Transaction Date: 10/1/2024
AWS ID: d3ef4a52-b086-433c-838b-f4c3c02d0f66
++++++++++++++++++++++++++++++++++++++
***VERIFIED***
CX Name: SIMON SANDOVAL
LPN: 	 STATE: 
Email: 
Phone:
Address:
***VERIFIED***
Reason: DISPUTE CHARGED HOV / WANTS TO SPEAK WITH BAMBIE
Resolution: 
Transaction Date: 10/1/2024
AWS ID: 4f748602-6b16-4373-b60c-f11c7fdec4b5
+++++++++++++++++++++++++++++++++++++++
***VERIFIED***
CX Name: PHOMG PHAM  
LPN:  UMZ2949	 STATE: 
Email: jjj.huynh@yahoo.com
Address:2907 SHOREHAVEN WAY UNIT 101 DUMFRIES, VA 22026 
TRPD: 601003976372
***VERIFIED***
Reason: DISPUTE TO WAIVE $30 FEE DUE TO 2 HOURS HEAVY TRAFFIC THAT WAS CHARGED VIA EZPASS EMAIL
Resolution: ADVISED CX TO CONTACT EZPASS // MAT ENROLLED // CX WILL EMAIL EXPRESSLANES FOR DISPUTE ABOUT THE SEPTEMBER 24 FROM EZPASS, NOT YET IN OUI/CBO.
Transaction Date: 10/2/2024
AWS ID: d692c244-5ed5-4b29-813d-dca0db00d08a
++++++++++++++++++++++++++++++++++++++++
***VERIFIED***
CX Name: SHELLY 
LPN:   STATE: 
Email: 
Address:
Phone: 
TRPD: 
TRIP ID: 01J8QWT8C4DB54BO2MS45TAOJSG / $69.25 / 9-26-2024 / 
***VERIFIED***
Reason: VA TO MD / NOT REGS
Resolution: MP090424012 DROP CALL CODE
Transaction Date: 10/2/2024
AWS ID: 3:18AM
++++++++++++++++++++++++++++++++++
***VERIFIED***
CX Name: RASHID 
LPN: 5757CJ STATE: VA
Email: rmountassir@hotmail.com
VIOLATION ID: 701438895
***VERIFIED***
Reason: MISSED TOLL PAYMENT
Resolution: CX PAID IN FULL 
Transaction Date: 10/2/2024
AWS ID: 3facacc2-ff73-452e-9d8e-5e0bf1fc562d
++++++++++++++++++++++++++++++++++
***VERIFIED***
CX Name: CARMEN CANALI
LPN:     STATE: 
Email: 
phone: 7032972049
VIOLATION ID: 
***VERIFIED***
Reason: 
Resolution: 
Transaction Date: 10/2/2024
AWS ID: e678c707-34b8-4078-b467-5c862bc3eb55
++++++++++++++++++++++++++++++++++
***VERIFIED***
CX Name: ALISA
LPN:  8RNK109   STATE: CA
Email: 
Phone: 
Address:
Violation ID: 
***VERIFIED***
Reason: NO RESPONSE
Resolution: 
Transaction Date: 10/2/2024
AWS ID: dafe8e0a-db36-4219-91ae-235a233c6542
~~~~~~~~~~~~~~~
***VERIFIED***
CX Name: MELDA SALVADOR
LPN:     STATE: 
Email: 
Phone: 5715949441
Address:
Violation ID: 
***VERIFIED***
Reason: 
Resolution: 
Transaction Date: 10/2/2024
AWS ID: c90caee6-79ae-4b49-aad2-cc801a4b6f4f
+++++++++++++++++++++++++++
***VERIFIED***
CX Name: JORDYN RHODES / Christopher Rhodes
LPN: UFT7316    STATE: VA
Email: rhodes.jordyn@gmail.com
Address: 1440 ARBOR PLACE DR MORROW, GA 30260
Violation ID: 
***VERIFIED***
Reason: CALLED TO VERIFY ANY TRIP VIOLATIONS / 2 TRIPS READY FOR INVOICE 
Resolution: FULLY PAID / FMAT ENROLLED
Transaction Date: 10/3/2024
AWS ID: a2c36e18-9577-4d2d-bb08-05d847468134
Agent: Rich V.
+++++++++++++++++++++++++++++
***STAKEHOLDER***
NAME: ROBERT ROSE
LPN: 4191CX 
EMAIL: robert.rose@usdoj.gov
EZPASS ACCT: 791903
REASON: TRPD DEAD - HOV LANES CHARGED - VERIFICATION OF THE REVERSED 2 TRIPS YESTERDAY 
RESOLUTION: CONFIRMED REVERSAL. ADVISED CX TO CALLBACK. 
Transaction Date: 10/3/2024
Agent: Rich V.
AWS ID: 29eef458-a24f-49f0-aa3a-c67e2bf023ce
+++++++++++++++++++++++++++++++++++
***STAKEHOLDER***
NAME; SENA Djossou
LPN: TXA7364 - VA
PHONE: 7035822151
EMAIL: djossar@hotmail.com
***STAKEHOLDER***
Reason: STAKEHOLDER / CX CALLED FOR ANY MISSED A TOLL 
Resolution: ADVISED CX NO VIOLATIONS / ENROLLED TO FMAT
Transaction Date: 10/3/2024
Agent: Rich V.
AWS ID: 5c7ffdab-e9c6-4aa8-baa1-b2a75514d76e
+++++++++++++++++++++++++++++++++++++
***STAKEHOLDER***
CX Name: JAMAIKA EDWARDS 
LPN: TJB5702 STATE: VA 
Email: msjanicka@gmail.com
Phone: 2538828702
***STAKEHOLDER***
Reason: STAKEHOLDER / CX CALLED FOR ANY MISSED A TOLL 
Resolution: ADVISED CX NO VIOLATIONS / ENROLLED TO FMAT
Transaction Date: 10/3/2024
Agent: Rich V.
AWS ID: 7c125b34-d1be-43b2-9a41-355f2212adb9
+++++++++++++++++++++++++++++++++++++
***VERIFIED***
CX Name: Catherine Marie Badua
LPN: 2DP7695 STATE: MD
Email: cmbadua@gmail.com
***VERIFIED***
Reason: CALLED RO VERIFY REVERSED EZPASS FEE OF $31.15
Resolution: ADVISED CX ALREADY REVERSED AS NOTED IN THE CBO
Transaction Date: 10/3/2024
Agent: Rich V.
AWS ID: 72148c65-a026-4a1c-b3f3-c65b14c270d2
++++++++++++++++++++++++++++++++
***VERIFIED***
CX Name: KALA // AHMED AINCE 
LPN: KBW4383 - NY / 
***VERIFIED***
Reason: 
Resolution: 
Transaction Date: 10/3/2024
Agent: Rich V.
AWS ID: 9b58928c-f00e-401b-800a-379b70c1cc14

AHMED AINCE 
LPN: TFY7378 - VA
MISSED TOLL 
+++++++++++++++++++++++++++++++++
NAME: Valaria Ruth Johnson
LPN: 9FA5110 - MD 
PHONE: 4434170749 / SUP CALL BACK
AWS:a8f850db-715f-44fc-9a0c-f397891e9829
TOLL NOT REGISTERED TO EZPASS DECEMBER 

Dear Charlie,

The customer is insisting a sup callback because she was promised several times that she will be transferred or will receive a call from a supervisor. 

NAME: Valaria Ruth Johnson
LPN: 9FA5110 - MD 
Account: 5271799
PHONE: 4434170749 
AWS:a8f850db-715f-44fc-9a0c-f397891e9829

Thank you for your consideration.

Sincerely, 

Richard Villegas
++++++++++++++++++++++++++++++++++++++
***VERIFIED***
CX Name: KEITH COLEMAN
LPN: UZV3143 - VA
Email: keithcoleman99@icloud.com 
***VERIFIED***
Reason: EZPASS INQUIRY
Resolution: REFERRED TO EZPASS / ENROLLED FMAT
Transaction Date: 10/3/2024
AWS ID: 77c8f9b0-f53e-4870-9ffb-0d204bafe88b
Agent: Rich V.
+++++++++++++++++++++++++++++++++++++
***VERIFIED***
CX Name: SANDRA NEWMAN
LPN: VWN1728 - VA
Email: sandy2quick@gmail.com
Phone: 5712774995 
***VERIFIED***
Reason: CALLER IS RICHARD / EZPASS DOUBLE CHARGED EVEN HOV ON / BASE PRICE $72.10
Resolution: HOV ON DISPUTE 3 TO 5 BIZ DAYS / TRIP ID: 01J958KWW5BDJ21ZC6T8BX0A93 / 
Transaction Date: 10/8/2024
AWS ID: d3a30522-f218-4492-9a3f-3f20101a667a
Agent: Rich V.
+++++++++++++++++++++++++++++++++++++++++
***VERIFIED***
CX Name: BILAL ANKAYA
LPN: TTX1117 - VA
Email: bankaya@gmail.com
Violation ID: 
***VERIFIED***
Reason: TRAVELLED IN HOV ON WITH 3 PASSENGERS BUT WAS STILL CHARGED
Resolution: HOV ON DISPUTE WITH TRIP ID: 01J7V6TCA2620W0F1Q31XB183S / DONE STAKEHOLDER & ENROLLED @ FMAT-MAT
Transaction Date: 10/8/2024
AWS ID: d8ff0b17-16bd-4242-bcdf-9f5ef00bf4c7
Agent: Rich V.
+++++++++++++++++++++++++++++++++++++++++++
***SPANINSH***
Caller Name: JOAQUIN RIVERA
XPL Acct#:
LPN: 
Email: 
Phone: 4435906281
Address: 
Trip ID:
Violation ID: 
>> VERIFIED: Yes 
>>REASON: 
>>RESOLUTION: SPANISH TRACKER
Transaction Date: 10/8/2024
AWS ID: a713671d-fbd2-4737-9371-97c7598d3685
Agent: Rich V.
+++++++++++++++++++++++++++++++++++++++++++
*** MISSED A TOLL***
Caller Name: BRUCE LAWSON
XPL Acct#: (6813969)
LPN: 0726 - VA
Email: lawsonbruce8@gmail.com
>> VERIFIED: Stakeholder
>>REASON: CX CALLED TO VERIFY ANY MISSED A TOLL FEE / HE USED HIS EZPASS BUT FORGOT TO PROPERLY MOUNT IT / THE LPN OF THE VEHICLE IS STILL UNDER HIS FRIEND'S NAME AS IT IS JUST NEWLY BOUGHT
>>RESOLUTION: Explanation Provided / ENROLLED TO MISSED A TOLL 
Transaction Date: 10/17/2024
AWS ID: 905eea11-d2b8-4ff6-8504-ab9904de7d6b
Agent: Rich V.
+++++++++++++++++++++++++++++++++++++++++++
***MISSED A TOLL***
CALLER / LPN Holder - Representative:  MONICA
ACCT#:
LPN - STATE: UMK5521 - VA
EMAIL:    "What is the best email address to call you back?"
PHONE:   "Could you provide the best phone number for future reference?"
ADDRESS: 
TRIP ID:
VIOLATION ID: 
TOLL INVOICE ID: 
>> VERIFIED: Yes / Incomplete Info- / Stakeholder
>> REASON: MISSED TOLLS NEED TO PAY / ADDED MONEY TO ACCOUNT / $50 / 
>> RESOLUTION: CX WILL CALL BACK
Transaction Date: 10/17/2024
AWS ID: 8945d43d-3f1c-45aa-bd9b-c3b2e66a9643
Agent: Rich V.
++++++++++++++++++++++++++++++++++++++++++++
***RECEIVED EMAIL VIOLATION***
CALLER / Representative:  ANTHONY Chavez
ACCT#:
LPN - STATE: TNZ5968 - VA 
ADDRESS: 92 NORTHAMPTON BLVD STAFFORD, VA 22554
TRPD: 601001961718 / 
>> VERIFIED: Yes 
>> REASON: EZPASS BASIC WAS NOT WORKING WITHOUT CX KNOWLEDGE / NEW EZPASS WILL ARRIVE / CX DID NOT RECEIVE ANY EMAIL FOR MISSED A TOLL SINCE APRIL TO OCTOBER 2024 / CX REQUESTED CONSIDERATION OF DEDUCTIONS 
>> RESOLUTION: OFFERED FTF OF MAT FEES BUT CX WANTS ALL FEES TO BE REVERSED / FTF DID NOT PUSH THROUGH / CX WILL EMAIL FOR DISPUTE
Transaction Date: 10/17/2024
AWS ID: 58130603-b843-4a0c-b1e8-b9c562758ac7
Agent: Rich V.
+++++++++++++++++++++++++++++++++++++++++++++
***HOV ON DISPUTE / STAKEHOLDER***
CALLER: JEFFREY GONZALEZ
LPN: TZM9245 - VA
ACCT#: 6814125
ADDRESS: JGONZALEZ541@GMAIL.COM
PHONE: 5712471269 
>> REASON: EMAIL FROM EZPASS / EZPASS FLEX ON YET CHARGED WITH 3 PASSENGERS / TRAVEL DATE: OCT 5, 2024 / 
>> RESOLUTION: MAT-FMAT ENROLLED / PROVIDED STAKEHOLDER  
Transaction Date: 10/17/2024
AWS ID: 217a5f0a-d91b-4790-a1c7-524af34a430f
Agent: Rich V.
++++++++++++++++++++++++++++++++++++++++++++++++
***EZPASS DISPUTE/ VERIFIED***
CALLER: Mohammad Ebneyousef
LPN: USG6321 - VA
ACCT#: 6736291
EMAIL: ebneyousef@aol.com
PHONE: 703-969-7519
>> REASON:  JUNE CHARGES / PROBLEM WITH TRPD / CALLED EZPASS & NOT WORKING / INSTALLED NEW ONE & RETURNED THE OLD ONE
>> RESOLUTION: ADVISED CX TO WAIT FOR EMAIL (3 BIZ DAYS) FROM EXPRESSLANES SO HE COULD REPLY AS CX IS NOT FAMILIAR ON USING EMAIL 
Transaction Date: 10/18/2024
AWS ID: 076cc30e-cf93-4ca6-a247-90c3d058634c
AGENT: Rich V.
++++++++++++++++++++++++++++++++++++++++++++++++
***REQUEST FOR REVERSE OF PAID NCC FEES / VERIFIED***
CALLER: JOCELYN / Instant Painters Llc
LPN: TYH3298 - VA 
ACCT#: 5075884
ADDRESS: 6027 BRUNSWICK ST SPRINGFIELD, VA 22150
>> REASON: CALLED LAST MONTH TO REMOVE FEES BUT CAN'T PAY ONLINE / PAID ALL FEES TO NCC / BUT IN COLLECTION FESS STILL APPEARS ON CBO
>> RESOLUTION: ADVISED CX TO EMAIL EXPRESSLANES THEIR PROOF OF PAYMENT TO NCC & WAIT 3 BIZ DAYS FOR RESPONSE SO THE NEXT AGENT CAN REVERSE IN COLLECTION FEES ON CBO
Transaction Date: 10/18/2024
AWS ID: 4c8709be-2671-49fe-80bd-d68aa50350cb 
AGENT: Rich V.
++++++++++++++++++++++++++++++++++++++++++++++++++
***UNVERIFIED***
CALLER: ROBERT COLEMAN
Transaction Date: 10/18/2024
AWS ID: c79f3ae7-ef5c-4535-ab35-eb7689f32e5a
AGENT: Rich V.
++++++++++++++++++++++++++++++++++++++++++
***PAYMENT*** ELON MUSK
CALLER: Dion Francois Saxton
LPN: JG8760 - DC 
ACCT#: 6588286
ADDRESS: 26 R ST NE WASHINGTON, DC 20002
>> REASON: CX CALLED TO PAY MISSED A TOLL
>> RESOLUTION: SUCCESSFUL PAYMENT NOW ZERO BALANCE 
Transaction Date: 10/18/2024
AWS ID: 653f583e-f7d9-4c74-b168-88dcc2fefd3b
AGENT: Rich V.
++++++++++++++++++++++++++++++++++++++++++
***REFERRED TO EZPASS***
CALLER: SHIERA
EZPASS#: 6500811911947 - EZPASS NY
>> REASON: OCT13=$37.30X & $14.15X / SEP15 = $25.20 / OCT14 = $18.85X & $5.85X   / JUL18 = $17.75 & $6.95 / COMPLAINT ABOUT HIGH TOLL FEES $54 / 
>> RESOLUTION: ADVISED CX TO CALL EZPASS VA / 
Transaction Date: 10/18/2024
AWS ID: 08a9f8ed-8600-4ac8-ae1e-4af8337e28ea
AGENT: Rich V.
+++++++++++++++++++++++++++++++++++++++++++
***DROP CALL***
CALLER: Sarah Elizabeth Eloise
LPN: UHU2725 - VA 
ADDRESS: 22079 / 22712 / 22101 
>> REASON: DEPT SENT $255.80 / LINE BARBER / EXPRESSLANES NOT UPDATED 114.50 AMOUNT DUE JULY 20 / PAYMENT CONFIRMATION#: 1482824533 / 
>> RESOLUTION: 
Transaction Date: 10/18/2024
AWS ID: DROP CALL / 5:46am / 10.18.2024
AGENT: Rich V.
++++++++++++++++++++++++++++++++++++++++++
***STAKEHOLDER/REQUESTING FOR DISCOUNT/MAT-FMATENROLLED***
CALLER: Saiforhman Alami 
LPN:  TMF1486 - VA
ACCT#: 6818437
+EMAIL: p.alami@yahoo.com
+PHONE: 5014240348 
ADDRESS: EMAIL EZPASS / OCT11 / 495-95-395 WASHINGTON / 
EZPASS#: 6501005572928
TRIP IDS: 01J9Y668G7A2YQ08G6G2ST08B8 & 01JA0RPH97XP4R0DQJEBC102CH
TICKET ID: 80019022
>> REASON: MISTAKENLY SWITCH TO HOV ON BUT ONLY 1 PASS & 1 DRIVER ONLY / CX REQUESTING FOR DISCOUNT 
>> RESOLUTION: PROVIDED STAKEHOLDER / ENROLLED TO MAT-FMAT / ADVISED CX 3 BIZ DAYS EMAIL BACK / TRIP IDS: 01J9Y668G7A2YQ08G6G2ST08B8 & 01JA0RPH97XP4R0DQJEBC102CH
Transaction Date: 10/18/2024
AWS ID: 727c31da-db27-42fe-9d73-f5d8fba9a854
AGENT: Rich V.
++++++++++++++++++++++++++++++++++++++++++++++
***PAYMENT VERIFICATION / REQUEST FOR EMAIL / VERIFIED***
CALLER: Starlette Monique Rodriguez
LPN: VNM8531 - VA
ACCT#: 5235666
EMAIL: starletter18@gmail.com
ADDRESS: 3639 ANCHORAGE CV TRIANGLE, VA 22172 
PHONE: 202-627-9477
>> REASON: EMAIL REQUEST TO BE SENT TO CX THAT SHE HAS ZERO BALANCE FOR THE TOTAL $3,400.70 PAYMENT SHE MADE
>> RESOLUTION: ADVISED CX WILL RECEIVE EMAIL IN 3 BIZ DAYS 
Transaction Date: 10/18/2024
AWS ID: 19301b67-ccfe-420d-9dcb-90e8fe7947b3
AGENT: Rich V.
++++++++++++++++++++++++++++++++++++++++++
***COURT/PAYMENT/VERIFIED***
CALLER: Jerry Lewis Lindsay
LPN: VZG6196 - VA
ACCT#: 2735220
EMAIL: majesticllc1@yahoo.com
ADDRESS: 20550 MONROVIA RD ORANGE, VA 22960
PHONE: 571-882-3016
>> REASON: CX CALLED TO PAY TO AVOID COURT HEARINGS
>> RESOLUTION:  PAID TOLL VIOLATIONS AMOUNTING $319.70 / ADVISED CX TO CALL NCC FOR THE OTHER BALANCE
Transaction Date: 10/18/2024
AGENT: Rich V.

$319.70
Card Type
Visa
Card Last Four
7139
Verification Code
HFPHEW
Trace Id
FBOSOLWP6HHSTFJMHFPHEW
++++++++++++++++++++++++++++++++++++++++++
***NO RECORDS OF VIO***
CALLER: PYU RICHU
LPN: THB6806 - VA
VIOLATION ID: 95859364
VN2400574100
>> REASON: VIOLATION OF 50c - SEP24 / 
>> RESOLUTION: 
Transaction Date: 10/18/2024
AWS ID: 6f8fb602-574f-4cbd-ad09-784e6b2644ab
AGENT: Rich V.
++++++++++++++++++++++++++++++++++++++++++
***EZPASS INQUIRY / STAKEHOLDER / MAT-FMAT ENROLLED***
CALLER: TONIA ROJAS
LPN: TRU5384 - VA
ACCT#: 6821579
EMAIL: tonia.rojas@yahoo.com
PHONE: 5712128073 
EZPASS#: 6501005410322
>> REASON: CX CALLED TO VERIFY ANY VIOLATIONS 
>> RESOLUTION: ADVISED CX THAT EZPASS IS ZERO BALANCE / ADVISED CX TO CALL EZPASS VA / 
Transaction Date: 10/18/2024
AWS ID: 6541fbe2-f027-4482-837d-34b20e6dc3a9
AGENT: Rich V.
++++++++++++++++++++++++++++++++++++++++++
***SPANISH***
CALLER: LUZ MARIN 
PHONE: 9177052129 
Transaction Date: 10/18/2024
AWS ID: 157AM - 10/19/2024
AGENT: Rich V.
++++++++++++++++++++++++++++++++++++++++++
***EZPASS PAYMENT / FMAT-MAT ENROLLED / VERIFIED***
Caller: CHRISTOPHER / Miguel Eduardo Salinas Droguett
ACCT#: 6472498
LPN: TPR5319 - VA
Email: christopher28647@gmail.com
Phone: 5713578346 
Address: 3228 FOOTHILL ST WOODBRIDGE, VA 22192
EZPASS: 6501005410322
>> Reason: EZPASS QUERY TO BE PAID
>> Resolution: PAID & ZERO BALANCE / FMAT-MAT ENROLLED
Agent: RICH V.
Transaction Date: 10/19/2024
AWS ID: 92e33826-3bbb-4223-a86f-347cae71d6ef
Amount Paid
$106.55
Card Type
Visa
Card Last Four
7114
Verification Code
CMEVVO
Trace Id
6ZZJ4TE2YP1O4QTFCMEVVO
++++++++++++++++++++++++++++++++++++++++
***INQUIRY FOR ANY VIOLATION / VERIFIED***
Caller: JERSEY 
LPN:  JEM3098 - NORTH CAROLINA
>> Reason:  495 ACCIDENTALLY TRAVELLED SOUTH 495
>> Resolution: No CBO & OUI Violations 
Agent: RICH V.
Transaction Date: 10/19/2024
AWS ID: fb833238-e393-460d-a5ec-50fb05f1275b
++++++++++++++++++++++++++++++++++++++++
***EZPASS VERIFICATION***
Caller: Colin Norman Dell 
LPN: N464MC - FL
Address: 3611 TROUT RIVER BLVD JACKSONVILLE, FL 32208
ACCT: 5526924
>> Reason:  CX claiming to drive with EZPASS and asking for discount
>> Resolution: NO EZPass detected / Advised CX to contact EZPass 
Agent: RICH V.
Transaction Date: 10/19/2024
AWS ID: 55edde67-4e9d-423b-bd75-48faee31a26b
++++++++++++++++++++++++++++++++++++++++
***SUPCALL / VERIFIED***
Caller: Henry Francisco Rojas
LPN: TJU5224 - VA
ACCT: 5361898
Email: tonia.rojas@yahoo.com
Phone: 5712124129
Address: 4 ROSE COTTAGE CT FREDERICKSBURG, VA 22406
>> Reason: SUP CALL / $15.90 FEES ON CBO / REFERRED TO NCC FOR THE READY FOR COLLECTION FEES - CX MENTIONED A LADY AGENT MENTIONED ABOUT THE $600 FEES BUT UPON CHECKING, THAT WAS ON THE NCC ALREADY / 
>> Resolution: CX WILL WAIT FOR SUPERVISOR CALLBACK / VA EZPASS SPIEL 
Agent: RICH V.
Transaction Date: 10.21.2024 
AWS ID: ccdac8a8-0434-4ee9-afae-8f0d95a305a6
++++++++++++++++++++++++++++++++++++++++
***REFERRED TO NCC & EZPASS VA / VERIFIED***
Caller: Israel Olmos Garcia
LPN: TXCN07 - VA
ACCT: 4047945
Email: 
Phone: 
Address: 2706 N WAKEFIELD ST
ARLINGTON, VA 22207
Trip ID: 
TRPD: 
>> Reason: RECEIVED A CALL FROM ABOUT INVOICES 
>> Resolution: UPON CHECKING CBO, VIOLATION IS WITH IN COLLECTION STATUS / REFERRED TO NCC & EZPASS / 
Agent: RICH V.
Transaction Date: 10.21.2024 
AWS ID: 0091ecb1-d579-46a2-a55c-fae200edb6d7
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***MISS A TOLL QUERY / VERIFIED***
Caller: TRACY 
LPN: VTR2401 - VA
ACCT: 6650012
Email: tracylcarter67@gmail.com
>> Reason: PAYING ONLINE BUT FAILED / RECEIVED INVOICE PAPER OF $1.00  
>> Resolution: NO VIOLATIONS ON CBO / REFERRED TO I66 / OFFERED MAT-FMAT BUT DECLINED
Agent: RICH V.
Transaction Date: 10.22.2024 
AWS ID: 8484cd2b-b6cd-40c0-a73b-085823ba5ade
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***EZPASS INVOICE / VERIFIED***
Caller: Tia Markisha Watson / Kerry Deshaune Watson
LPN: MD 1FD9480 
ACCT: 6462953 
EZPASS#: 6501605078292
Address: 10524 NORBOURNE FARM RD UPPER MARLBORO, MD 20772
TIP ID:  01HWCAT1T8KY6718YQYX0E12RM
>> Reason: CX CALLED TO VERIFY EZPASS INVOICE RECEIVED ON 4.23.2024 & 4.24.2024 WITH 2 SEPARATE TRIP IDS
>> Resolution: ADVISED CX TO CONTACT EZPASS TO GET EZPASS STATEMENT THEN EMAIL IT TO EXPRESSLANES, AS HER TRANSPONDER WAS ZERO BALANCE & THE OTHER TRIP DATE WAS NOT RECOGNIZED BY OUR SYSTEM 
Agent: RICH V.
Transaction Date: 10.22.2024 
AWS ID: ee7513e1-3f26-4b23-9491-868f8d23161c
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***EZPASS INVOICE / VERIFIED***
Caller: Tia Markisha Watson / Kerry Deshaune Watson
LPN: MD 5EG5961
ACCT: 6467760
EZPASS#: 6501605078292
Address: 10524 NORBOURNE FARM RD UPPER MARLBORO, MD 20772
TRIP IDS: 01HWCJB5QAGZ8W1ZVC57HT1TKX & 01HWCAT1TM9CR40MZA26YW04WE
>> Reason: CX CALLED TO VERIFY EZPASS INVOICE RECEIVED ON 4.23.2024 & 4.24.2024 WITH 2 SEPARATE TRIP IDS
>> Resolution: ADVISED CX TO CONTACT EZPASS TO GET EZPASS STATEMENT THEN EMAIL IT TO EXPRESSLANES, AS HER TRANSPONDER WAS ZERO BALANCE & THE OTHER TRIP DATE WAS NOT RECOGNIZED BY OUR SYSTEM 
Agent: RICH V.
Transaction Date: 10.22.2024 
AWS ID: ee7513e1-3f26-4b23-9491-868f8d23161c
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***EZPASS INVOICE / VERIFIED***
Caller: V
LPN: TSJ4842 - VA
>> Reason: EMAIL FROM EZPASS / HOV ON BUT NOT RECOGNIZED OCT12 2
>> Resolution: 
Agent: RICH V.
Transaction Date: 10.22.2024 
AWS ID: 38bae90e-4d29-42ed-8b61-03cc8ee2c1ca
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***MISS A TOLL PAYMENT / VERIFIED***
Caller: Cheryl Lynne Hughes
LPN: TUK5697 - VA / 3174CY - VA
ACCT: 6473156
Email: cheryl@hughesvienna.com
Phone: 7034037764 
Address: 11733 PAYSONS WAY RESTON, VA 20191
>> Reason: CX INQUIRED FOR ANY INVOICE
>> Resolution: CX PAID $18.20 / ENROLLED TO MAT-FMAT
Agent: RICH V.
Transaction Date: 10.22.2024 
AWS ID: 853fd613-d4f2-4e69-9338-963df53e9093
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***PAYMENT VERIFICATION / VERIFIED***
Caller: Mary Johnson
LPN: DC / DH5495
ACCT: 4972295
Address: 3105 CHERRY RD NE WASHINGTON, DC 20018
>> Reason: RECEIVED INFO THAT OWE TICKETS & HEARING DATES AUG 14 / MADE PAYMENT OF $900 TO THE LADY AGENT & WANTS TO VERIFY 
>> Resolution: PROVIDED PAYMENT VERIFICATION CODE / OFFERED MAT-FMAT BUT CX DECLINED
Agent: RICH V.
Transaction Date: 10.22.2024 
AWS ID: 99f82fbc-85ca-4ca8-9db5-7174d111da90
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***MISSED A TOLL INQUIRY / VERIFIED***
Caller: MEIYING LI
LPN: WLV7249 - VA
ACCT: 6016328
Email: xuonghuynh51@gmail.com
>> Reason: CX CALLED TO INQUIRE FOR MISS A TOLL
>> Resolution: ADVISED CX NO VIOLATIONS / OFFERED MAT-FMAT BUT CX DECLINED
Agent: RICH V.
Transaction Date: 10.22.2024 
AWS ID: f797c3d2-decd-42a9-b07b-94dd9a69870d
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
*** UNVERIFIED***
Caller: LEILA
LPN: TLC2442 - TX
ACCT: 6285591838 
>> Reason: CX WILL TRY TO CALL ANOTHER NUMBER
>> Resolution: 
Agent: RICH V.
Transaction Date: 10.22.2024 
AWS ID: 20cce235-8524-4ff8-a347-89e2b515f99e
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***GHOST CALL / VERIFIED***
Caller: Alvaro David Chavez
LPN: 7FE4180 - VA
ACCT: 5175828
Address: 3802 DEVIL TREE CT HYATTSVILLE, MD 20784 
TRPD: 
>> Reason: CX CALLED TO VERIFY TOLL FEES / CX MENTIONED HE SPOKE WITH PREVIOUS AGENT 
>> Resolution: CX TOLD TO HOLD BUT NEVER ANSWERED CALL ANYMORE
Agent: RICH V. 
Transaction Date: 10.22.2024 
AWS ID: 4a37aa62-b058-4c47-a64f-4b838d60c91e
8537bca1-8a82-4943-a9a8-ef4e450f77bd
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***PAYMENT / REFERRED TO NCC / VERIFIED***
Caller: Alvaro David Chavez
LPN: 7FE4180 - VA
ACCT: 5175828
Address: 3802 DEVIL TREE CT HYATTSVILLE, MD 20784 
TRPD: 
>> Reason: CX CALLED TO VERIFY TOLL FEES TO PAY
>> Resolution: CX PAID THE 2 DUE DATES A TOTAL OF $44.65 / REFERRED TO NCC FOR THE IN-COLLECTION FEES
Amount Paid= $44.65
Card Type: Visa
Verification Code: 8VSE7T
Trace Id: OJCR4A5LTNTHBRNH8VSE7T
Agent: RICH V. 
Transaction Date: 10.22.2024 
AWS ID: 8537bca1-8a82-4943-a9a8-ef4e450f77bd
	$2.40 	$3.15 	$5.10 	$2.55 = 13.2
	$31.45 = 44.65
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***HOV ON DISPUTE / STAKEHOLDER / FMA-MAT***
Verified: Yes
CALLER: DARIANNY Martinez
LPN: XAS6639 - VA
ACCT: 2281553
EMAIL: darianny7@gmail.com 
PHONE: 7035827871 
EZPASS#: 6501005721657
>> Reason: HOV FLEX NOT RECOGNIZED WITH 3 PASSENGERS 1 BABY & 2 ADULTS 
>> Resolution: ADVISED CX TO CALL EZPASS VA / ADVISED CX TO LEAVE A NOTE FOR DISPUTE / 3 BIZ DAYS EMAIL NOTIFICATION OF DISPUTE / ENROLLED MAT-FMAT
Agent: RICH V.
Transaction Date: 10.22.2024 
AWS ID: b7aebb85-eb9d-4a84-a0ba-605ae2a48148
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
10.22.2024 CALLS / TUESDAY

***TOLL NOTICE 1 / VERIFIED*** DELAYED INVOICE
Caller: KARINA / Alejandro Jose Rufiner
Acct#: 6474061
LPN: VED2264 - VA 
Address: 15304 COLORADO AVE WOODBRIDGE, VA 2219
Trip ID: 01HV9KEGQ2FCJD11CCX51Z0R37
TPDR#: 6501003745004
>> Reason: CX RCEIVE INVOICE OF $16.10 BUT TRAVELLED WITH EZPASS ON APR12, 2024 // CX DID NOT PAY VALID TRAVEL
>> Resolution:  UPON CHECKING TPDR WAS ZERO BALANCE // REFERRED TO EZPASS VA // OFFERED FMAT-MAT BUT CX DECLINED
Agent: RICH V.
Transaction Date/Time: 10.22.2024 / 
AWS ID: 659c3433-29fa-4d93-a777-a35ac4a80316
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***TOLL INVOICE 1 / VERIFIED***
Caller: KARINA / Alejandro Jose Rufiner
ACCT#: 6474061
LPN: VED2264 - VA 
Address: 15304 COLORADO AVE WOODBRIDGE, VA 22191
Trip ID: 01HV9KEGQ2FCJD11CCX51Z0R37
TRPD: 6501003745004
>> Reason: RECEIVED INVOICE YESTERDAY From Opitz Blvd SR 642 / Dale Blvd to Interstate 495 - TRIP DATE: 4/12/2024 $16.10 // CX COMPLAINING WHY NOT REGISTERED TO HER ACCOUNT // 
>> Resolution:  ADVISED CX 2 TRIPS WERE VALID ON TRIP ID: 01HV9KEGQ2FCJD11CCX51Z0R37 // ADVISED TO CALL EZPASS // OFFERED MAT-FMAT BUT DECLINED
Agent: RICH V. 
Transaction Date/Time: 10.22.2024
AWS ID: 25995cff-8a7a-4038-880e-194b17993e92
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
*** HOV NOMINATION / STAKEHOLDER / VERIFIED***
Caller: THAO FOTT
ACCT#: 6830780
LPN: UPH1369 - VA
Email:  thc1128@gmail.com
Phone: 4342428348
TRPD:  6501005473181
EZPASS ACCT: 2796560
Trip Start: 10.26.2024 / 12:00 AM
Trip End:  10.29.2024 / 11:30 PM
>> Reason: CX CALLED FOR HOV NOMINATION
>> Resolution: OFFERED MAT-FMAT // PROVIDED STAKEHOLDER // HOV NOMINATED 
Agent: RICH V.
Transaction Date/Time: 
AWS ID: 22f51578-007b-45ae-89a7-36fe0ea6cf4a
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***EZPASS INVOICE / VERIFIED***
Caller: WILLIAM SMITH 
ACCT#: 6501330
LPN: XGA5137 - VA
Email: wtsmith43@me.com
Phone: 7039091104 
Address: 6061 PIGNUT MT RD WARRENTON, VA 20187
Trip ID: 700134385 
>> Reason: COMPLAINING THAT THE INVOICE HE RECEIVED FROM EZPASS WAS NOT HIS VEHICLE (LPN: 514315)
>> Resolution: ADVISED CX TO CALL EZPASS VA TO VERIFY AND CLARIFY HIS LPN FROM THE INVOICE // ADVISED CX TO EMAIL TO EXPRESSLANES THE RESPONSE FROM EZPASS FOR REVIEW // ENROLLED TO MAT-FMAT 
Agent: RICH V.
Transaction Date/Time: 
AWS ID: f1cd0564-9673-48b4-a36b-9d2bf5a0086e
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***STAKEHOLDER / MAT-FMAT ENROLLED / EZPASS NOTICE***
Caller: SHAWN TANN
ACCT#: 6830793
LPN: TSU6268 - VA
Email: shawntann22@gmail.com
Phone: 5716439781
>> Reason: EMAIL RECEIVED FROM EZPASS FOR VIOLATION OF HOV ON BUT CX DIDN'T KNOW TRPD WAS NOT WORKING 
>> Resolution:  ADVISED CX TO GET STATEMENT OF TRPD FROM EZPASS VA THEN EMAIL IT TO EXPRESSLANES - INFORMED CX Our team will re-review the data and will get back in touch within 3 to 5 business days ONCE HIS EMAIL IS RECEIVED// ENROLLED TO MAT-FMAT 
Agent: RICH V.
Transaction Date/Time: 10.22.2024
AWS ID: e33c6d0a-f8a3-4bcc-8607-2297597ddcdb
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***EZPASS INVOICE / STAKEHOLDER / MAT-FMAT ENROLLED***
Caller: Latoya Garner
ACCT#: 6830801
LPN: KDP4480 - VA
Email: latoyagarner21@gmail.com
>> Reason: INVOICE RECEIVED FROM EZPASS TRAVELLING AT i95 // CX WANTS TO VERIFY THE INFORMATION BUT NOT YET ON CBO & OUI 
>> Resolution: ADVISED CX TO CONTACT EZPASS // OFFERED MAT-FMAT 
Agent: RICH V.
Transaction Date: 10.22.2024
AWS ID: 0e76f033-909d-43e4-adf6-c5869631140b 
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***EZPASS CHARGES / VERIFIED***
Caller: Camille Elizabeth Wright
ACCT#: 4845263
LPN: TYS6603 - VA
Email: camillewright2017@gmail.com
Phone: 7039535641 
Address: 5613 BROOKLAND CT ALEXANDRIA, VA 22310
TRPD: 6501004365793
>> Reason: CX CALLED HOW MUCH SHE OWE // ADVISED CX OF $404.85 BALANCE // CX REQUESTED FOR DISCOUNTS
>> Resolution: INFORMED CX THAT HER TRPD WAS ZERO BALANCE // ADVISED CX TO CALL EZPASS AND GET TRANSACTION DATA TO EMAIL TO EXPRESSLANES FOR REVIEW IF ELIGIBLE FOR DISCOUNTS // MAT-FMAT ENROLLED
Agent: RICH V.
Transaction Date: 10.22.2024
AWS ID: bf6ffe14-12f0-4823-8912-379c5568ee61
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***MISSED A TOLL PAYMENT / FMAT-MAT ENROLLED***
Caller: AARON GAMBLE
ACCT#: 6382767
LPN: THK8069 - VA / TND3694 - VA
Email: aarongamble884@gmail.com
Phone: 9189337101 
>> Reason: CX CALLED TO CONFIRM ANY MISSE A TOLL TO PAY 
>> Resolution: PROCESSED PAYMENT AND ENROLLED AT MAT-FMAT
Transaction Date: 10.22.2024
AWS ID: 52d031bb-e544-422a-aed1-b19ca8fc08a3
Amount Paid: $15.65
Card Type: American Express
Verification Code: K8S3WK
Trace Id: DLFRTDDCJ5C8ADRSK8S3WK
Agent: RICH V.
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
*** / VERIFIED***
Caller: 
ACCT#:
LPN: 
Email: 
Phone: 
Address: 
Trip ID: 
TRPD: 
>> Reason: 
>> Resolution:  
Agent: RICH V.
Transaction Date: 10.22.2024
AWS ID: 
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
*** / VERIFIED***
Caller: 
ACCT#:
LPN: 
Email: 
Phone: 
Address: 
Trip ID: 
TRPD: 
>> Reason: 
>> Resolution:  
Agent: RICH V.
Transaction Date: 10.22.2024
AWS ID: 
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
*** / VERIFIED***
Caller: 
ACCT#:
LPN: 
Email: 
Phone: 
Address: 
Trip ID: 
TRPD: 
>> Reason: 
>> Resolution:  
Agent: RICH V.
Transaction Date: 10.22.2024
AWS ID: 
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
*** / VERIFIED***
Caller: 
ACCT#:
LPN: 
Email: 
Phone: 
Address: 
Trip ID: 
TRPD: 
>> Reason: 
>> Resolution:  
Agent: RICH V.
Transaction Date: 10.22.2024
AWS ID: 
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
*** / VERIFIED***
Caller: 
ACCT#:
LPN: 
Email: 
Phone: 
Address: 
Trip ID: 
TRPD: 
>> Reason: 
>> Resolution:  
Agent: RICH V.
Transaction Date: 10.22.2024
AWS ID: 
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***EZPASS CHARGED / DROP CALL***
Caller: AKIEL 
Phone: 5712789145 
TRPD: 6501004487305 
>> Reason: TRANSPORT AGENCY - KINGLA DISTRICT / EZPASS CHARGED $200
>> Resolution:  
Agent: RICH V.
Transaction Date: 10.22.2024
AWS ID: 7:06 AM 10/23/2024 DROP CALL CODE

***TOLL INVOICE 1 / VERIFIED***
Caller: Margaret Hilliard Bradshaw
ACCT#: 6455557
LPN: 060M544
Email: mbnat1@horizon.net
Phone: 3017510934 
Address: 9208 PINEHURST DR FORT WASHINGTON, MD 20744
>> Reason: CX COMPLAINING OF RECEIVING INVOICE FOR THE 
TRAVEL SHE DID NOT MADE ON VIRGINIA
>> Resolution: ADVISED CX ON TOLL FEES // CX ALREADY PAID BUT
NOT YET DEDUCTED SO ADVISED CX TO EMAIL PROOF OF PAYMENT //
MAT-FMAT ENROLLED 
Agent: RICH V.
Transaction Date: 10.22.2024
AWS ID:e532e8ac-c256-490d-812c-1814583e36d6 

***TOLL INVOICE 1 / VERIFIED***
Caller: Margaret Hilliard Bradshaw
ACCT#: 6455557
LPN: 060M544 - MD
Email: mbnat1@horizon.net
Phone: 3017510934 
Address: 9208 PINEHURST DR FORT WASHINGTON, MD 20744
Trip ID: 700010412
>> Reason: CX COMPLAINING OF RECEIVING INVOICE FOR THE 
TRAVEL SHE DID NOT MADE ON VIRGINIA
>> Resolution: ADVISED CX ON TOLL FEES // CX ALREADY PAID BUT
NOT YET DEDUCTED SO ADVISED CX TO EMAIL PROOF OF PAYMENT &
WAIT FOR 3 BIZ DAYS FOR RESPONSE UPON RECEIVING HER EMAIL
// MAT-FMAT ENROLLED  
Agent: RICH V.
Transaction Date: 10.22.2024
AWS ID: cfbb1b29-b2ca-4562-91e8-48de9acac464 

***TOLL NOTICE 1-PAID / VERIFIED***
Caller: Thomas A Sinacori 
ACCT#: 5586389
LPN: GFP9125 
Address: 3073 SUMMERTRAIL CT GALENA, OH 43021
Trip ID: 616600769
>> Reason: NOTICE ON EMAIL FOR PAYMENT 
>> Resolution:  CX PAID $5.45-NOW ZERO BALANCE // 
OFFERED MAT-FMAT BUT CX DECLINED
Agent: RICH V.
Transaction Date: 10.22.2024
AWS ID: 70e7b801-b989-4e36-8d61-6413ed45768c

***TOLL INVOICE 1 / VERIFIED***
Caller: Sebrina Cameron Brown
ACCT#: 5584385
LPN: CRQ3920 - GA
Email: seb1009@msn.com
Phone: 7708998559 
Address: 2360 BRENTMOORE PT CONYERS, GA 30013
>> Reason: STATEMENT RECEIVED INQUIRY - APRIL 13, 2024 
= $8.95 WAS PAID but did not push IN CBO// 
ISSUE DATE OCT 5,2024 
>> Resolution: ADVISED CX TO EMAIL PROOF OF PAYMENT //
MAT-FMAT ENROLLED 
Agent: RICH V.
Transaction Date: 10.22.2024
AWS ID: 70ff8bc2-e6f1-4df5-bc8c-9b0efd014307

***IN COLLECTION / EMAIL REQUEST OF TRIP DETAILS /
VERIFIED***
Caller: Christopher Thomas Wright
ACCT#: 3819612
LPN: TTE5231 - VA
Email: wrightchristopher273@gmail.com
Phone: 202-904-5437
Address: 14477 BRENTWOOD CT WOODBRIDGE, VA 22193
Trip ID: 
TRPD#: 6501005019416 & 6501005367486
EZPASS#: 2794644  
>> Reason: TRPD NOT BEING DETECTED // CX COMPLAINING THAT HE
HAS NO IDEA HIS TRPD WAS NOT WORKING & FOR THE YEAR 2023 TRIPS
IT ALREADY PROCEEDED TO IN-COLLECTION
>> Resolution: ADV CX TO CALL EZPASS VA FOR HIS TRPD STATUS
STATEMENT AND EMAIL TO EXPRESSLANES & WAIT 3 BIZ DAYS FOR 
UPDATE // EMAIL TO CX ALL TRIP DETAILS FOR BOTH EZPASS IDS 
6501005019416= ALL 152 TRIPS & 6501005367486= ALL 30 TRIPS
Agent: RICH V.
Transaction Date: 10.23.2024
AWS ID: a3501a41-65b3-46dc-abbb-a58b5e9ac10b

***EZPASS PAYMENT / VERIFIED***
Caller: PAUL FONACIER 
ACCT#: 5580025
LPN: 4FA1172 - MD
Email: paulfonacier1970@yahoo.com
Phone: 2407023270 
Address: 8347 BRODERICK CIR
GAITHERSBURG, MD 2087
>> Reason: TO VERIFY 2 BILLS  
>> Resolution: PAID $ 195.85
Amount Paid: $195.85
Card Type: Visa
Verification Code: 2POAP9
Trace Id: 2IKCFZ7X2JHAUO3D2POAP9
Agent: RICH V.
Transaction Date: 10.23.2024
AWS ID: 49447815-5830-485e-9e09-9b6f0a9766a6
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
***EZPASS TOLL CHARGE / STAKEHOLDER***
Caller: Saiqa Abano
ACCT#: 6833538
LPN: TSJ8524 - VA
Email: saiqabano83@gmail.com
Phone: 7033957556 
Trip ID: 01JADBKAJS5AZ1100FZGBZ0707 
TRPD: 6501005162320 
>> Reason: CX called about E-ZPass Toll Charge // 
Fair Travel Dispute - CX confirmed to travel with 3
passengers, HOV ON mode & heard a beep sound, with
sufficient balance, & properly mounted.
>> Resolution: Dispute Charged on OUI - Advised CX to 
received email within 3 biz days // MAT-FMAT 
Enrolled
Agent: RICH V.
Transaction Date: 10.23.2024
AWS ID: f4f76580-af76-4420-91e3-accc83821ef1

***SPANINSH TRANSFER***
Caller: Claudia Martinez
Phone: 5714668042 
Agent: RICH V.
Transaction Date: 10.23.2024
AWS ID: 47c1afdb-baa0-411a-950d-7034d96bb605

***GENERAL INQUIRY / NO CBO&OUI-NO NOTES***
Caller: Cris
LPN: 1FM5995 - MD
>> Reason: CX called to confirm any fess between
JULY28-AUG2
>> Resolution: Offered MAT-FMAT but CX declined  
Agent: RICH V.
Transaction Date: 10.23.2024
AWS ID: ab7193ee-0598-4c52-aabd-64349127c1d3

***TOLL NOTICE 1 / VERIFIED***
Caller: ADAM SHEPHERD 
LPN: TLS8266 - VA
ACCT#: 6749795
Email: rexadam77@hotmail.com 
Phone: 7032986139 
Address: 1575 ANDERSON RD APT 408 MCLEAN, VA 22102
>> Reason: CX called about Toll Notice
>> Resolution: Processed payment  
Amount Paid: $8.20
Card Type: Visa
Verification Code: FPYWDN
Trace Id: SEPDRVGD2N5Q4HDGFPYWDN
Agent: RICH V.
Transaction Date: 10.24.2024
AWS ID: 43be1366-9831-4ead-b3a0-70928ec2764c


***TOLL NOTICE 1 / VERIFIED***
Caller: ADAM SHEPHERD 
LPN: TMG2692 - VA
ACCT#: 6712648
Email: rexadam77@hotmail.com 
Phone: 7032986139 
Address: 1575 ANDERSON RD APT 408 MCLEAN, VA 22102
>> Reason: CX called about Toll Notice
>> Resolution: Processed payment    
Verification Code: S6FVKB
Trace Id: 8WDPCEI5DXYR2VD7S6FVKB
Agent: RICH V.
Transaction Date: 10.24.2024
AWS ID: 43be1366-9831-4ead-b3a0-70928ec2764c

***FAIR TRAVEL / STAKEHOLDER / VERIFIED***
Caller: PETER GRANT
LPN: VXZ8988 - V
ACCT#: 6833730
Email: grant_p@hotmail.com
Phone: 703-598-0963
Trip ID: 01JA671S2027N41V85P7KW1CE4=$18.00 / 
 01JA5YGR8GJVKR0XRG2SH71G82=$20.55
TRPD: 6501001868341
>> REASON: CX called about Fair Travel / CX confirmed 
to travel with 3 passengers, HOV ON mode & heard 
a beep sound, with sufficient balance, no obstruction, 
& properly mounted.
>> RESO: Disputed & Ticketed / MAT-FMAT Enrolled
Agent: RICH V.
Transaction Date: 10.24.2024
AWS ID: 7c2ff980-8199-4783-b1f0-6dd899b90824

***TOLL INVOICE 1&2 / VERIFIED***
Caller: TK / Tsegaab Ayalew 
LPN: TRJ9021 - VA / DMV
ACCT#: 5549088
Address: 43513 WHEADON TER CHANTILLY, VA 20152
>> REASON: CX called about Toll Notice
>> RESO: Processed payment 
Amount Paid: $6.65
Card Type: Visa
Card Last Four: 3003
Verification Code: NGLGG2
Trace Id: 5DWYTGABSQDZ3HIZNGLGG2 
Agent: RICH V.
Transaction Date: 10.24.2024
AWS ID: b24f8042-a1a9-4ef4-9f2e-3cf9286437d8  

***INQUIRY OF PAYMENT / VERIFIED***
Caller: NORMAN / Marcia Annmarie Willie
LPN: ASP8M - FL
ACCT#: 6526083
Address: 9651 SAGE CREEK DR RUSKIN, FL 3357 
>> REASON: CX called about their payment
>> RESO: Confirmed payment done & zero balance
Agent: RICH V.
Transaction Date: 10.24.2024
AWS ID:  273c3340-1d57-4f57-83fb-d2f23d3c780e

###
FMAT: 
Verified: 
Name:
Email: 
Phone: 
Concern: 
Resolution: 
Amount Paid: 
Payment Code: 
Amount Reduced: 
FTF CODE: 
SIGNATURE NAME: 
APPROVED BY: 
Transaction Date: 10.24.2024
AWS ID: