Hi, what can I do for you?
Hi, my name's Chloe Zhang.  I want to log onto my account, but I've lost the phone that I use for Two-factor authorization.  Can you help me log in?
Sure, I can reset it for you. Can I have your name and email address?
full name is just Chloe Zhang, there's no middle initial I'm afraid I'm not 100% sure which email address is associated with the account I do have my PIN number written down.  Would that help, instead?
Sure What is the pin?
611912
I have reset the authentication and it will be in your email associated with the account, chloez23@email.com
Ah, good, thanks.  So I can log on without my phone from now on?
Yes, you should be all set
Great, thanks for your help.  That was all I needed
Okay have a good day