Z-Mobile Services Incident Report Sheet - IELTS Listening Answers & Explanations
From Collins Practice Tests For IELTS 1 Academic Listening Test 1 · Part 1 · Questions 1–10
Audio
Questions
Questions 1–5 Form Completion
Complete the details in the form below.
Write NO MORE THAN ONE WORD AND/OR A NUMBER for each answer.
z-Mobile Services
Incident Report Sheet
| Example | Answer |
| Postcode | CN2 1EB |
| Mobile phone number | 07890 1 570 |
| Name | 2 Green |
| Crime Reference Number | CZ- 3 -5 |
| 4 Mobile Equipment
Identity (IMEI) number |
Not known |
| Time, date of theft | 1–2pm, 16 5 |
Questions 6–10 Multiple Choice (One Answer)
Choose the correct letter, A, B or C.
Answers & Explanations Summary
| # | Answer | Evidence | Explanation |
|---|---|---|---|
| Q1 | 623 | it's 07890 Operator: 07890 Caller: 623 Operator: 623 Caller: 570. Operator: 570. Okay. So, it's 07890 623570 |
Excerpt/Transcript Explanation: The transcript shows the caller and the operator speaking the phone number out loud piece by piece. You can see the middle part of the number is 623, which is confirmed by both speakers at the end of the exchange. Answer Explanation: The answer is 623, which is the middle part of the mobile phone number for the stolen device. Reason For Correctness: The correct answer is 623 because the caller provides his phone number in three separate sections during the conversation. He first mentions '07890', then says '623', and finishes with '570'. Since the form already fills in the first and last sections, 623 is the specific number needed to complete the sequence of the full phone number. |
| Q2 | Tomas | No, there's no 'h'. It's just Tomas. T-O-M-A-S | Excerpt/Transcript Explanation: The transcript shows the caller telling the operator how to spell his first name correctly to make sure there is no mistake. Answer Explanation: The answer is the first name of the man who is calling to report his stolen phone. Reason For Correctness: The correct answer is Tomas because when the operator asks for the caller's name, he says his name is Tomas Green. He also clarifies the spelling of his first name as T-O-M-A-S, which matches the answer. |
| Q3 | 17624 | Caller: I've got it here. It's CZ Operator: CZ Caller: Dash 17624 Operator: 17624 Caller: Dash 5. Operator: 5. Thank you. Let me run through that again. CZ dash 17624 dash 5 |
Excerpt/Transcript Explanation: The transcript shows the caller reading out the crime reference number and the operator repeating the middle section, 17624, and the full code to make sure it is right. Answer Explanation: The answer is the middle group of digits in the police report number. Reason For Correctness: The correct answer is 17624 because this is the middle part of the crime reference number that the caller gives to the operator. A crime reference number is a unique code from the police used to identify a specific reported incident. The caller reads the code in three pieces: the letters 'CZ', the numbers '17624', and the final digit '5'. The operator then repeats the complete sequence to verify that '17624' is correct. |
| Q4 | International | It's the International Mobile Equipment Identity number. It's a— | Excerpt/Transcript Explanation: The transcript shows the worker giving the full name of the IMEI number to the customer after he asks what it is. Answer Explanation: The answer 'International' is the word that completes the full name for the IMEI code. Reason For Correctness: The correct answer is 'International' because the worker explains that the short name 'IMEI' stands for 'International Mobile Equipment Identity'. The form already has the words 'Mobile Equipment Identity', so the first word must be 'International' to complete the correct title. |
| Q5 | August | Operator: That's 1 to 2pm on 16th August. Thank you. Now, I just need a few details of the incident if you wouldn't mind | Excerpt/Transcript Explanation: The transcript shows the operator repeating the specific time and the exact date—including the month of August—to confirm when the phone was taken. Answer Explanation: The answer is the name of the month when the phone was stolen. Reason For Correctness: The correct answer is August because the operator identifies this month when confirming the date of the theft. In the transcript, after the caller says the phone was stolen 'yesterday', the operator clarifies the specific date and time for the records as 'the 16th of August' between 1 and 2pm. |
| Q6 | C | But when I came to leave it wasn't on the table | Excerpt/Transcript Explanation: The transcript shows that the caller realized his phone was missing because it was no longer on the table where he had originally placed it. Answer Explanation: The answer is that the phone was taken from the table where the caller was sitting in the coffee shop. Reason For Correctness: The correct answer is the second option (from the table) because the caller explicitly states that even though he had the phone with him when he sat down, it was missing from the table when he was ready to depart. He mentions that the shop was very busy and someone likely reached across and grabbed it from the table while he wasn't paying attention. The words 'wasn't on the table' and 'leaned across' confirm it was stolen from that surface rather than from his clothing or while he was away from the seat. |
| Q7 | B | Fortunately you're covered by our 12-month Care Plan so there won't be a charge for replacing it this time. But I have to tell you if it happens again within the next three months you may have to pay a fee | Excerpt/Transcript Explanation: The transcript shows the worker telling the man that he does not have to pay anything right now. However, if he loses his phone or it is stolen again in the next three months, he will have to pay some money. Answer Explanation: The answer means that the man will only need to pay money if his mobile phone is stolen another time in the near future. Reason For Correctness: The correct answer is B because the operator informs the caller that his current replacement is free due to his 'Care Plan'. However, the operator warns him that he might have to pay a 'fee' (a synonym for 'charge') if his phone is stolen again within the next three months. This matches the condition in option B. |
| Q8 | A | Operator: Okay, so just to confirm the delivery address Is it 34 Solent Gardens? Caller: That's it |
Excerpt/Transcript Explanation: The transcript shows the person from the phone company checking the street name and house number with the caller, who confirms it is the right address. Answer Explanation: The answer is 34 Solent Gardens, which is the specific street and house number where the caller wants his new phone to be sent. Reason For Correctness: The correct answer is Option A because at the end of the call, the operator asks the caller to confirm his delivery address. She clearly says "34 Solent Gardens" and the caller agrees by saying "That's it." The word "confirm" means to check if information is right or true, and the phrase "that's it" is a common way to say "that is correct." |
| Q9 | B | Now the IMEI number is a 15-digit number that you can see underneath the phone's battery | Excerpt/Transcript Explanation: The transcript describes the IMEI as a number with 15 digits that is usually found below the battery inside the phone. Answer Explanation: The answer B means that the unique identification number for the mobile phone (called the IMEI) consists of exactly 15 numbers. Reason For Correctness: The correct answer is B because the operator clearly states that the IMEI is a "15-digit number". The other options are incorrect: the transcript says the number is "underneath" the battery, not on the "side" (making A wrong), and while the caller does not have written record of it, the operator says they can "trace it" from a call, meaning it is not impossible to find (making C wrong). |
| Q10 | A | Just putting you through to my colleague now | Excerpt/Transcript Explanation: The transcript shows the worker moving the phone call to another person at that moment. Answer Explanation: The answer means the worker connects the caller to another worker so they can talk. Reason For Correctness: The correct answer is A because the operator tells the caller she is connecting him to a teammate. She uses the words 'put you through,' which is a synonym for 'transfer' or connecting a person to another line on the phone. |
Transcript
Operator: Good morning, z-Mobile Services. This is Tess speaking. How can I help?
Caller: I want to report a stolen mobile phone.
Operator: Could you confirm your postcode please sir?
Caller: It's CN2 1EB.
Operator: Thanks. And your house number?
Caller: 34.
Operator: Okay. Can you give me the telephone number of the phone that was stolen?
Caller: Yes, it's ... wait a minute ... it's 07890 ...
Operator: 07890 ...
Caller: 623 ...
Operator: 623 ...
Caller: 570.
Operator: 570. Okay. So, it's 07890 623570.
Caller: Yes, that's right.
Operator: Can you just confirm your name?
Caller: Yes, it's Tomas Green.
Operator: Is that Thomas spelt T-H-O-M-A-S?
Caller: No, there's no 'h'. It's just Tomas. T-O-M-A-S.
Operator: Okay. So you said your phone was stolen?
Caller: That's right. I reported it to the police this morning.
Operator: That's good. I'll need to take down your crime reference number.
Caller: I've got it here. It's CZ ...
Operator: CZ ...
Caller: Dash 17624 ...
Operator: 17624 ...
Caller: Dash 5.
Operator: 5. Thank you. Let me run through that again. CZ dash 17624 dash 5.
Caller: That's it.
Operator: Just a few more details. Can I have your IMEI number?
Caller: Oh, what's that?
Operator: It's the International Mobile Equipment Identity number. It's a—
Caller: Sorry, I don't have it.
Operator: Not to worry – we'll deal with that in a moment. I just need to have the date and time your mobile was stolen.
Caller: That's easy. Between 1 and 2 o'clock yesterday.
Operator: That's 1 to 2pm on 16th August. Thank you. Now, I just need a few details of the incident if you wouldn't mind.
Caller: Sure. I was in the Bangs Coffee Bar in the city centre. I definitely had my phone with me when I sat down. In fact I remember checking to see if I had any text messages. But when I came to leave it wasn't on the table.
Operator: Did you leave the phone unattended at any time, perhaps to go to the toilet?
Caller: No, that's the funny thing. Like I told the police, it was very busy in there because it was lunchtime and all the tables and chairs were pushed really close together. There were a couple of other people at my table. Someone must have leaned across when I wasn't looking and slipped my phone into their pocket.
Operator: Oh dear.
Caller: I know. It's such a pain. I suppose I'll have to pay for a replacement?
Operator: Fortunately you're covered by our 12-month Care Plan so there won't be a charge for replacing it this time. But I have to tell you if it happens again within the next three months you may have to pay a fee.
Caller: Fair enough. How soon can you send me a new one?
Operator: We've got two options. You can get it sent by courier for next-day delivery for a small fee or we can send it in the standard post free of charge. You should allow about five days for it to arrive.
Caller: That's a bit difficult. I'm going back to Australia the day after tomorrow to see my parents for a month. Any chance you could send it to their address?
Operator: No, I'm sorry. We can only send replacements to UK addresses.
Caller: In that case I'd better have next-day delivery then.
Operator: Okay, so just to confirm the delivery address ... Is it 34 Solent Gardens?
Caller: That's it.
Operator: The final thing we need to do is to put a block on your phone.
Caller: You mean to stop the thief from using it? I was wondering about that.
Operator: What I need to do is put your IMEI number into the Central Register, which will essentially prevent anyone else from making calls from your phone. Now the IMEI number is a 15-digit number that you can see underneath the phone's battery. Do you have a record of it?
Caller: No, sorry. Is there any other way to find the number?
Operator: Yes. We usually trace it from a call you've recently made. In a moment I'll put you through to my colleague who deals with that. By the time you've finished with him your mobile will no longer operate.
Caller: Good.
Operator: And with your new phone I'll also send you a Crime Prevention leaflet, which will give you some tips on how to protect your phone from being stolen again.
Caller: Thanks, you've been really helpful.
Operator: Don't mention it. Just putting you through to my colleague now ...