customer: Hello. 
 agent: Hello. 
 customer: My name is William Collins. 
 agent: How can I aid you? 
 customer: I have already booked my ticket to Boston but due to an medical emergency, my trip got cancelled. 
 agent:  Ok, Do you want to cancel the trip now ? 
 customer: Yes, can you help me with that? 
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 customer: Ok, take your time. 
 agent: Thanks for your time. We didn't found any reservation by this name. 
 customer: That's fine. Thank you for your time. 
 agent: Thank you for picking us.
agent: Sure, I can do this favor to you. Please wait a while.