Read the following call transcript between an agent at Rocket Speed Internet and a customer, then answer the questions from the “Questions” section.

Transcript

Agent:
Thank you for choosing, Rocket Speed Internet. My name is NAME_1. How can I make you aVery Satisfied Customer today?!
Customer:
 I was speaking a while ago with NAME_2, and he says that my modem is malfunctioning.Unfortunately, I'm a retired teacher, and I can't really afford paying for a new modem. So, I would rather just cancel my Internet Service, and try my luck with a different Internet Service Provider!
Agent:
Oh, I'm so sorry to hear about that Ma'm. Don't worry, I'm here to help you out. Let me see whatI could do for you, let's start first by verifying your account number, is that OK with you?!
Customer:
 I already gave my number to the previous agent, but, here it is again, for the nth time. 860-995-****, my name is NAME_3.
Agent:
 Thank you Ms. NAME_4, so, that is 860-995-****, is that correct?
Customer:
 Yes. And, if you will ask, that's also my call back number.
Agent:
 May I please verify the last four number of your Social Security Number?
Customer:
It is ****.
Agent:
 Got it, thanks! I believe that you've been with Rocket Speed Internet for quite a while now. And,honestly, we don't really wanna lose customers just because of a bad modem. Here's how I can helpyou...
Customer:
 You see, If you check your records, I've been actually calling you almost every other day forthe past few weeks. You guys, just wasted my time, and I can't believe that I'm still with you folks!
Agent:
 NAME_5, I understand your situation, and I would feel the same way if I'm in your situation. So,please, calm down, and stop yelling at me. Let me tell you what I could do for you, OK? Just give me aminute...
Customer:
I'm so sorry, I'm not really taking it on you, and am not trying to be a difficult customer. It's just that I've had so much stress, more than I can actually imagine. But, please, go on.
Agent:
 OK, here's what I could offer you. Since, you've been with Rocket Speed Internet for more than 5years now. I'm gonna get you a free modem, with Wireless capability, absolutely, free of charge! And, I'llplace the order now, for an overnight shipping. So, that means, you'll get the free modem by tomorrow.
Customer:
Wow, that's actually great! Thank you so much!
Agent:
And, also, I'll sign you up for a FREE 6-month trial Speed Upgrade. So, from your old package,instead of getting NAME_6 of 3 Mbps, you should now get 6 Mbps of speed. After 6 months, you could 