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1.) What's your name?
2.) Number you are calling from?
3.) how can I help you today?
4.) Your secret Question was...what is your Secret Answer?
5.) If all goes well then they ask you the email and if there is anything else you need help with today.
Also to check to see if you have the right SA, you can log into the account management and click parental control and it should prompt you for the SA, if it is the correct SA it should ask you to enter a password/email /u/ubbthreads/images/graemlins/smile.gif
Also note, that they type in the number that you say you are calling from, I thought that they might check it against something. But I think they just mark the number to check to see how many different times people have called from different numbers.
And the only reason I know they type it in was because i can hear them typing, typically i just give them the number on the account. Or I just say i moved and here is my new number and email addy and address.