Hi and welcome to AcmeCorp, how can I help you today?
Hi! I need to check my account but I can't. I lost my phone last night so I can't use it for authentication
Sure, I'll be happy to help you with that. Are you looking to change your phone number, or just access your account?
access to my account
Okay, great.  Can I get your full name please?
I haven't got a new phone yet so I can't do the 2 factors authentication Sanya Afzal
Did you need to get your username or password?
password
Okay, thanks.  Can I have your username please?
theafxal234
We'll need to reset your password.  Can I have your PIN number or security answer please?
the security answer is Martinez
Thanks so much.  Your password is nwjojva9fc.  You can now access your account and change what you need (phone number / new password).
oh thanks you are a great help
You're welcome.  Is there anything else I can help you with today?
I am good Thanks
Wonderful, have a nice day!