They will probably identify themselves as Microsoft Subscription/Refund Department. Mention you received a message about your software expiring and that you need a refund. That should get you going.
The script is typical refund scam, are you in front of your computer, the fake agent talks you through downloading TeamViewer 14 via a link they provide. If they have any trouble connecting to your computer or you give them an incorrect TV ID/password, they ask you to hang up so their manager can call you back. They'll give you a badge number, etc.