A serendipitous phone call: this clip is intended for use in the ESL / EFL classroom. We were very lucky that somebody called Kelly during our interview with her.
You can hear what Kelly says on the phone but you must imagine what the customer is saying on the other end of the line.
Of course, your students must take the role of the customer. You can print out the PDF file of the transcript, so that the students write down the possible questions and answers related to what Kelly says.