Part 1: You will hear a telephone conversation between a resident and a waste management customer service representative regarding a service issue.
DAVID: Good morning, Waste Management. David speaking. How can I assist you today?
EMMA: Oh, hello David. I am calling to report a missed garbage collection. I also have a damaged bin that needs replacing.
DAVID: I can sort that out for you. Let me open a new service form on my computer. First, could I get your surname, please?
EMMA: Yes, it is Newton. That is N-E-W-T-O-N. My first name is Emma.
DAVID: Thank you, Emma. What is the address where the collection was missed?
EMMA: I live on Garrison Road. The postcode is NW4 8PT.
DAVID: Garrison Road. And what is the house number? Are you at 43?
EMMA: No, I am actually at number 41. The house next door is 43.
DAVID: Got it. 41 Garrison Road. Now, which specific items were left behind?
EMMA: Well, they emptied the main bins fine, but they completely ignored my pile of cardboard. I had flattened it all out and tied it up, but it is still sitting on the pavement.
DAVID: I apologize for that oversight. Sometimes the crews miss extra items. Could you tell me your usual collection day?
EMMA: It is normally on Saturday. I always put everything out the night before to be absolutely sure.
DAVID: Okay, I am logging a missed Saturday collection now. We will dispatch a crew tomorrow. You also mentioned a damaged bin?
EMMA: Yes, my bin is ruined. The wheels are perfectly fine, but the handle has completely snapped off. It is extremely difficult to drag it down to the curb now.
DAVID: I see. Do you know how the damage happened? Did a car hit it?
EMMA: My neighbor checked her security camera footage, and it clearly shows a delivery truck backing into it. It knocked the bin right over.
DAVID: That is definitely grounds for a free replacement. Which bin do you need exactly? Is it the black one?
EMMA: No, the black one is for general rubbish and that is fine. The damaged one is the green bin. We use that for our garden clippings.
DAVID: Understood. I will order a new green one for you.
EMMA: What should I do with my garden clippings in the meantime?
DAVID: You can use heavy-duty bags. But please make sure you only put leaves in them. Do not include branches or soil, because the bags will simply rip.
EMMA: Okay, just leaves. When will the replacement arrive?
DAVID: Our delivery van is scheduled for this Thursday. They usually drop bins off around 10.15 in the morning.
EMMA: Let me write that down. 10.15. Do I need to be home to sign for it?
DAVID: No, they will just leave it in your driveway. Finally, let me give you a reference number.
