Script:
Questions below refer to the following conversation.
WB: Hello, this is Kelly Woodring. I′m checking on an order I made last week at your DVD store for a special box-set DVD. Has it arrived yet?
MA: Okay, Ms. Woodring. No. I′m sorry ma′am. There′s nothing placed under that name.
WB: Oh, sorry! I think my boyfriend must have ordered it under his name. Try Steven Dowler.
MA: Ah, yes, Steven Dowler! I called him earlier this morning, but he wasn′t in. You can come down and pick it up if you present some identification.