Video Explanation

Text Explanation

For questions like this, remember to consider the beginning of the conversation, specifically. Why did the student go to the office? At first, he doesn’t say specifically. He only says that he’s afraid he’ll be in trouble. But then he gives more detail. He says this: “I’ve received two separate statements about my tuition payments in the last week, and they seem to…it looks like they kinda CONTRADICT each other.” At that point, we know that the students problem is about his payments. But the actual problem isn’t very clear. Only after a bit more information can we understand that the two statements are warnings about paying his tuition. That’s answer choice (B).

(A) is very tempting, because the student did get an extra statement—he got two instead of one. But neither the student nor the administrator says that one statement was for another student.

(C) is almost true, but not quite. The student tried to send the payment during the holiday, but it didn’t work. That’s different from forgetting.

(D) isn’t right because the student is only afraid of being barred from classes. The woman tells him that he will not be kicked out of class. 

Script

Female Administrator

Hi there. Can I help you?

Male Student

I really hope you can. I’m worried I’ll…um…I’m just really worried I’m going to be in trouble.

Female Administrator

Oh? Well, don’t panic. Just relax. I’m sure we can deal with whatever’s going on. What’s the issue?

Male Student

Well, I—I’ve received two separate statements about my tuition payments in the last week, and they seem to…it looks like they kinda CONTRADICT each other.

Female Administrator

Uh-huh…

Male Student

I’ve been a student here for two years and I’ve never gotten any notice like this before. The language seems a little threatening, and I’m afraid that if I don’t figure this out I’ll be kicked out of classes or something.

Female Administrator

I can ASSURE you that nobody’s going to kick you out of class. We’ll sort it out. Now, did you bring the letters with you?

Male Student

Yep, I have them right here. The first one is similar to the reminder I get every month to make a payment. But—(interrupted)

Female Administrator

Here, let me see… Hmm…

Male Student

It has some extra language, out of the norm, there at the bottom. It says something about PENALTY payments.

Female Administrator

Ah, right. And did you miss any payments that you know of?

Male Student

No. I’ve never missed one.

Female Administrator

That’s strange. And what about the second notice you received?

Male Student

That one says it’s the final warning to make a payment, or else my enrollment will be CANCELLED. That doesn’t make any sense, because it’s the first warning I ever got!

Female Administrator

OK, are you sure these are the only two notices you got in the mail from us?

Male Student

Yeah, absolutely.

Female Administrator

Well, then… It certainly seems like there’s been an error, because if this statement were accurate you would’ve received additional notices from us. Let me just look up your account in our database and see what the problem is…

Male Student

Thank you so much. I’m just a little stressed out that something will go wrong with my CLASSES.

Female Administrator

Sure, sure…just a moment while I… Hup, here we go! I think I’ve found the problem. Did you make your last payment during a SCHOOL HOLIDAY?

Male Student

Um…sure. I mean, I think I did. I guess I made that payment during spring break. Is that a problem?

Female Administrator

Well, you didn’t do anything wrong, but it looks like there was an ERROR in our system. The computer is supposed to automatically process payments when the offices are closed, but for some reason your payment never went all the way through. It’s still pending approval.

Male Student

So why did I only get a final warning notice?

Female Administrator

I’m—I’m not completely sure, to be honest. We were coming back from a holiday, so there may have been some confusion.

Male Student

Well then, I mean, what do I have to do to fix this?

Female Administrator

Nothing at all. I’m approving the payment now and noting on your account that the error was ours. Just make your next payment on time and you won’t have any more problems.

Male Student

Wonderful. Thanks for taking care of this! That’s a huge relief.