Task 1:
Good morning, Zed Mobile Services. This is Tess speaking. How can I help? I want to report a stolen
mobile phone. Could you confirm your postcode, please, sir? It's CN21EB.
Thanks. And your house number? 34. OK. Can you give me the telephone number of the phone that you
are calling? The phone that was stolen? Yeah, it's... Wait a minute.
It's 07890... 07890... 623... 623... 570...
570... OK. So it's 07890 623 570. Yeah, that's right. Can you just confirm your name?
Yeah, it's Thomas Green. Is that Thomas spelt T-H-O-M-A-S? No, there's no H. It's just Thomas. T-O-M-A-
S.
OK. So you said your phone was stolen? That's right. I reported it to the police this morning. That's good.
I'll need to take down your crime reference number. I've got it here. It's CZ...
CZ... ...dash 17624. 17624. ...dash 5. 5. Thank you. Let me run through that again.
CZ-17624-5. That's it. Just a few more details. Can I have your IMEI number? Oh, what's that?
It's the International Mobile Equipment Identity Number. It's a... Sorry, I don't have it. Not to worry.
We'll deal with that in a moment. OK. I just need to have the date and time your mobile was stolen.
That's easy. Between 1 and 2 o'clock yesterday. That's 1 to 2 p.m. on the 16th of August. Thank you.
Before you hear the rest of the conversation, you have some time to look at questions 6 to 10.
Now listen and answer questions 6 to 10. Now, I just need a few details of the incident, if you wouldn't
mind. Sure.
I was in the Bangs coffee bar in the city centre. I definitely had my phone with me when I sat down. In
fact, I remember checking to see if I had any text messages. But when I came to leave, it wasn't on the
table.
Did you leave the phone unattended at any time, perhaps to go to the toilet? No. That's the funny thing.
Like I told the police, it was very busy in there because it was lunchtime, and all the tables and chairs
were pushed really close together. There were a couple of other people at my table. Someone must
have been there.
They must have leaned across when I wasn't looking and slipped my phone into their pocket. Oh, dear.
Oh, no. It's such a pain. I suppose I'll have to pay for a replacement.
Fortunately, you're covered by our 12-month care plan, so there won't be a charge for replacing it this
time. But I have to tell you, if it happens again within the next three months, you may have to pay a fee.
Fair enough. How soon can you send me a new one? We've got two options. You can get it sent by
courier for next day delivery for a small fee. Or we can send it in the standard post, free of charge.
You should allow about five days for it to arrive. That's a bit difficult. I'm going back to Australia the day
after tomorrow to see my parents for a month. Any chance you could send it to their address? No, I'm
sorry.
We can only send replacements to UK addresses. In that case, I'd better have next day delivery then. OK.
So, just to confirm the delivery address, is it 34 Solent Gardens?
That's it. The final thing we need to do is to put a block on your phone. You mean to stop the thief from
using it? I was wondering about that.
What I need to do is put your IMEI number into the central register, which will essentially prevent
anyone else from making calls from your phone.
Now, the IMEI number is a 15-digit number that you can see underneath the phone's battery. Do you
have a record of it? No, sorry. Is there any other way to find the number?
Yes. We usually trace it from a call you've recently made. In a moment, I'll put you through to my
colleague who deals with that. By the time you've finished with him, your mobile will no longer operate.
Good.
And with your new phone, I'll also send you a crime prevention leaflet, which will give you some tips on
how to protect your phone from being stolen again. Thanks. You've been really helpful.
Don't mention it. Just putting you through to my colleague now. That is the end of section...
