A black case with a green ribbon

Shadow Sofia first. She's tired but keeps her sense of humor; "My suitcase obviously didn't" should land dry and quick. Practice the description line slowly, since describing things clearly is the skill here: "hard black case, medium size, green ribbon". Then take the agent's part: steady, routine, kind.

1. AgentGood evening. Is this about a missing bag?
2. SofiaYes. I flew in from São Paulo through Lisbon, and my suitcase never came out.
3. AgentI'm sorry. Let's file a report. Can I see your boarding pass and baggage tag?
4. SofiaHere. The tag's stuck on the back of my boarding pass.
5. AgentThank you. Can you describe the bag?
6. SofiaIt's a hard black case, medium size, with a green ribbon on the handle.
7. AgentGood, the ribbon helps. Most black cases look the same. Anything else?
8. SofiaThere's a name tag with my work address here in Manchester.
9. AgentGreat. It looks like the bag stayed in Lisbon. Your connection was very short.
10. SofiaForty-five minutes. I ran the whole way. My suitcase obviously didn't.
11. AgentThe next flight from Lisbon lands tomorrow at noon. We'll deliver it after that.
12. SofiaI'm at a hotel near the office until Friday. Can you send it there?
13. AgentOf course. Write the hotel address here. And this is your reference number.
14. SofiaThe problem is, my presentation clothes are in that case. My meeting's at nine tomorrow.
15. AgentBuy what you need tonight and keep the receipts. You'll be reimbursed up to the amount on this sheet.
16. SofiaIs anything still open this late?
17. AgentThe shops in the terminal close at ten. You have about forty minutes.
18. SofiaThen I'd better start running again. Thank you for your help.
19. AgentGood luck. And keep that reference number somewhere safe.