Helping out a caller with the help of coworker

Date: 6/13/2018

I only remember what happened right before I woke up and realized I have work today. I got a call and asked for their info, then I put them on hold to look up their account and suddenly I couldn't log into the database so I had to ask my coworker who sits next to me irl to do a lookup for me. She did and then she was asking what the student needed but I hadn't asked yet so I took the student off hold and said "ok, so I verified your account. So how can I help you today?" It was about financial aid and after I had digested what she was saying i was like "ok, we don't have your FAFSA on file" even though I never looked it up. I was gonna have my coworker look it up but she was busy. Then I think I was suddenly able to log into the database again and then I woke up realizing that was a dream and I actually have to go to work.