customer: Hi. 
 agent: Hello, how may I help you? 
 customer: I want to change my reservation, can you help me? 
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 customer: I am William Thompson. 
 agent: Ok, please wait for a while. 
 customer: Sure. 
 agent: Sorry, there is no active reservation found with your name in our records. 
 customer: No problem, thanks for checking. 
 agent: Most welcome.
agent: Sure, may I know your name please?