customer: Hi. 
 agent: Hello, how may I assist you? 
 customer: I want to change an existing reservation due to an emergency, can you please help me? 
 agent: Sure, may I know your good name please? 
 customer: Sure, my name is Thomas Carter here. 
 agent: Please wait for a moment. 
 __ 
 agent: Sorry, there is no reservation found on your name in our database to change. 
 customer: Ok, not an issue.Thank you for your information. 
 agent: Thank you for reaching us.
customer: Sure, I will wait.