A support call combines a recorded menu, a fast scripted greeting, verification questions, a reference number spelled at speed, and a promise. This lab presents an invented call: Lena, a visitor working in Pune, calls her home internet provider because the connection has stopped working. We hear the IVR (the recorded voice menu) and an agent, Kavya. What you will learn: • The ivr menu • The agent's greeting • Checking and holding • The complaint number • Features to notice • What lena did well • Comprehension questions • Listening strategies • Self-check questions to test your ear Level: B1–B2. Self-study: listen, then take the quizzes. Audio voiced with AI from an original script by Dr. Rashmi R Nair.