customer: Hi. 
 agent: Hello, how can I help you? 
 customer: Owing to an emergency, I want to cancel my reservation. Can you check whether there is any refund policy on my reserved ticket? 
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 customer: Sure, my name is Charles Johnson. 
 agent: Sorry to say, there is no reservation on your name in our database. 
 customer: That's ok, thank you for checking. 
 agent: Thank you for opting us.
agent: Please wait a while, may I know your name please?