Hi, there.  How may I help you?
Hi, I'm trying to view my shopping history, but I can't log into my account because I lost my phone so I can't pass the two-factor authentication stage..any help would be great.
Oh no!  I can help you with that.  May I have your full name please?
Crystal Minh
May I have your email address, Crystal?
I'm not sure what it is actually.
Do you have a PIN?
Sure, 774980
Okay, I am going to email the reset code to you.  The email address I have on file is cminh@email.com.  Is that correct?
Yes that is right.
I am also going to send you a link about Security Practices.
Alright.
Do you have any other questions?
No, that's all, thanks.
You're welcome.  Have a great day.