Part A :

Good evening. This is Web Net and you're speaking with Natasha.

How can I assist you today?

Hello, Natasha. I tried to log in to my Web Net account yesterday and I realised I'd forgotten my password.

Are you able to help me with that?

Of course. What I' II need to do is ask you a few questions to check your identity,

and then l' ll issue you with a new password.

Is that okay?

No problem.

Firstly, can I have full name please?

Michael Simmons, S-I-M-O-N-S.

I don't have a middle name.

Great. And your date of birth?

It's the 27/3/1998.

Right, and I also need to know your previous address.

I live at 12 Wake Street, and that's in...

We have that as your current address.

What was the address you registered with us before you moved there?

Oh, yeah. I used to live at 319 Ocean Drive.

That's in East Providence.

I'll just need your contact phone number as well.

That's 0492 48002.

And just a few questions about your account.

Do you know what your current data allowance is?

I upgraded to the Gold account not long ago, so it' s unlimited.

Yes- unlimited data.

Right, now can you just tell me about your payment plan?

Which plan are you currently on, do you know?

Oh, hang on a minute while I think.

Yes ... I started off with the 12-month automatic renewal,

but a few months ago I switched to the 24-month plan.

That's fine. Now, when you first registered for Web Net,

you selected two secret questions and provided us with the answers;

In order to issue you with a new password I need you to answer those questions for me.

Firstly, what is your mother's maiden name?

My mother's name is Sarah.

That 's Sarah with an H.

That sounds like her first a name.

We're looking for her maiden name- that's her family name before she was married.

Sorry, I misheard, It's, um...White.

White as in the colour?

Yes, that's right.

Now, the other question you chose to answer: What was your first pet?

The first pet I ever had?

Yes.

It was actually a goldfish.

That's what it says on your file! ...

Okay, that's all done for you, Mr Simmons.

I've sent you a generic password,

which should arrive in your e-mail box within a few minutes.

I'll just make a note of the date...

30th of June.

When you log in,

I suggest you go to the Member's Details section on the website and change it to something you're going to remember.

Wonderful, thanks.

Part B :

Is there anything else I can help you with today?

Yeah, there are a few things.

I've been having some connection issues recently.

I think the problem is with the cable that connects the modem to the computer.

Do you supply those?

You need a new cable?

Not a problem. I' II arrange for that to be sent off tomorrow.

Thanks. Also, I'm currently signed up for three of your services - home phone, mobile and broadband.

I use the Internet a lot,

on my computer and on my mobile,

but to be honest I never use the home phone and I don't see why I should keep paying for that plan.

Would you like me to cancel that home phone for you?

Yes, please, if you wouldn't mind.

Done. Is there anything else?

Yes, just one last thing.

Do you offer any anti-virus products?

Yes, we have one which offers full protection against viruses, spam and identity theft,

which is useful if you're doing any online banking and that kind of thing.

It's called the security pack.

Sounds perfect.

Sign me up for one of those, please.

And we've got another one -it's called the parenting pack - it prevents your children from accessing harmful websites and downloading things they shouldn't.

I'm not so worried about that anymore.

Both my children are adults and have left home ...

so, just the security pack, thanks.

That's everything.