customer: Hello. 
 agent: Hello. How can I help you today? 
 customer: Can you aid me to change my reservation due to an emergency? 
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 customer: Nicole Thompson here. 
 agent: Sorry to inform you that there is no active reservation on your given name. 
 customer: No issue. Thank you for the help. 
 agent: Thank you for reaching us.
agent: Sure, I am here to help you with that, can I know your good name to proceed further?