customer: Hi. 
 agent: Hello. How can I help you? 
 customer: I made a reservation earlier to visit Phoenix in direct flight but now I want to travel in connecting flight. can you help me in changing my reservation? 
 agent: Sure, I will help you. 
 customer: Thank you. 
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 customer: I am Sandra Carter. 
 agent: Please, wait for a moment. 
 customer: Ok. 
 agent: Thank you for waiting, there is no reservation found on your name to proceed for modification. 
 customer: No issue. Thank you. 
 agent: Thank you for approaching us.
agent: May I know your name?