Original subtitles

[dial tone]

[female IVR] Welcome to Southwest Credit Union.

Your security is our number one priority,

so this call may be monitored for your safety,

please enter your 10 digit account number

to get started. Thank you.

Please hold and an agent will be with you shortly.

[indistinct chatter]

[female IVR] Your business is important to us.

Please stay on the line and one of our associates

will be with you shortly.

[indistinct chatter]

[man 1 on call] You guys know my list of varieties.

[female IVR] Your business is important to us.

Please stay on the line.

Your security is our number one priority,

so this call may be monitored for your safety.

...enter your 10 digit account number to get started.

[man 2 on call] You should be more careful.

You never know who you're talking to.

[Dylan on call] And at lunch, he always makes me

trade my candy with him.

If I say no, he's gonna make my life worse.

Well, you don't have to give away your food

if you don't want to.

[Dylan] He's so mean to me. He gives me

these homemade granola bars

that taste awful, mom. I hate 'em.

Honey, Dylan, I can't talk like that, okay?

Just tell your teachers it's not okay, silly.

[Dylan] Then they'll make fun of me

for being a snitch.

And that's even worse.

You're not a snitch.

You're a strong, handsome boy, and you can just tell them

you don't want to share. And that's it.

[Dylan] I'll try my best. Thanks, mom.

[Joel] Come on, we got to go. Wrap it up.

[Dylan] Dad, I wanna keep talking to mom.

[Joel] Shannon, are you good to pick up

at 4:00?

What? No, uh, wait.

We said Tuesday was your day, and I have to work.

[Joel] Jesus, Shan. Like, I don't have to work.

[sighs] I-it's just that we talked about this.

I can't just leave whenever I want.

[Joel] Shannon, the mediator said

you need to be more present. But that's fine.

I'll let her know you can't make it, again.

I'll make it work.

[Joel] Yeah, thanks for not making

a big deal out of this, Shan.

All right, Chief, let's go. You ready?

[Dylan] Tell mom I said bye. Bye, mom.

Have a good day at work.

Hey, maybe I could...

[scoffs]

[sighs]

[clattering]

[exhales sharply]

[sighs]

[exhales sharply]

[dial tone]

[female IVR] Welcome to Southwest Credit Union.

Your security is our number one priority,

so this call may be monitored for your safety.

This branch is temporarily operating at reduced hours.

Southwest, thank you for your patience.

[rustling]

Your business is important to us.

Please stay on the line

and one of our associates will be with...

[Shannon] Hello Southwest Credit. This is Shannon.

Can I have your name, please?

[man 1] Come on. I got one now.

The only one of them.

- [Richard] Hello. - Hello.

[Richard] No, no, man.

No, I don't want one of those.

I-I'm sorry, I-I can't.

[Richard] I just want your bag.

Okay, right. You bring it up, man. Hello.

Yes, this is Southwest.

[Richard] Oh, yeah. Sorry.

God, no. This dude.

Oh, that's all right.

[Richard] I'm on the phone, man. God.

Yeah. I'm sorry. What?

Your-your name, please.

[Richard] Uh, Richard Bennett.

All right. Thank you, man.

Right. Hi, Richard.

How can I help you today?

[Richard] I was trying to, you know,

I was trying to book a flight online,

but it won't let me.

Okay, let me see what I can do.

I just need to verify the account.

Do you have the phone password?

[Richard] What?

Th-there's a pass phrase or-or we can try...

[Richard] Damn. Um, um, 9-1-1-4, I think.

It's the 20 year anniversary is my turn to plan something.

That's something, isn't it? Okay.

Looks like I can enroll you in the perks program

right now, free of charge.

[Richard] Oh, yeah. I mean, I guess, yes, free.

Yeah, whatever you got to do, okay.

And, sir, if you don't mind,

there's a short survey after we finish.

It's not even two minutes.

[Richard] Oh, y-yeah, yeah, I get it. No problem.

Thanks. That means a lot for us.

Okay. You are all set.

[Richard] Really. Hey, that was easy.

Yeah, we try to make it that way.

I used my perks for Playa del Carmen.

That was before kids ago. So where are you going?

[Richard] What the hell are you doing, man?

Come on. I'm moving it. I said I'm...

You see me walking toward it right now?

[alert buzzes]

[Shannon] Oh, no.

Sure, um, okay.

[Shannon] Oh, this day is just not starting off very well.

You should use your breath.

Breathe. I can hear you.

You're, you're holding your breath.

- Am I? - Yeah, I can hear.

[breaths]

Do you breathe with your belly.

Short breaths are defensive.

Affirmative communication comes from...

[inhales]

[exhales]

personal power coaching.

Right?

[Dave] Like karate.

My nephew does karate.

It's all about breathing, right?

I don't know. I don't teach karate.

I've been browsing through the staff directories

and I-I got to say, you two seem like

the most interesting people here.

And the only people here. [chuckles]

I guess it's good they put us together.

- [phone rings] - The Three Amigos.

Hello, Southwest Credit. This is Shannon.

How are you doing today, Mrs. Miller?

- Where's this Tom guy sit? - You're at his desk.

[Jamelia] He didn't make his service.

[phone ringing]

Anything else I can do for you?

[call end beep]

[alert buzzes]

[Dave] Thanks for calling Southwest Credit Union.

Come on, let's break.

I-I got to get a few more in.

- Sorry. - Are you okay?

Yeah, I'm not... I'm good.

Yeah, I'm just here providing a solid

and reliable presence in Dylan's life.

And you are. I can attest to that.

Bring me into that court.

I dress up real fancy.

Please don't say that.

[Dave] I'm very sorry.

I'm so sorry. Nope. Yep.

I will correct that right away.

Hello, Southwest Credit. This is Shannon.

How are you doing today, Mrs. Haywood?

[Haywood] It's Miss not Mrs.

Oh, I'm sorry. We can update that.

[Haywood] What time do you close?

5:00 PM on weekdays?

[Haywood] 5:00 PM?

Yes. Is there anything else I can do?

[Haywood] Oh, good. I can still make it.

[Dave] Oh, sorry.

What was your pass phrase again?

Oh, oh, right, right, right, right, right. Sorry.

[Dave chuckles]

[Jamelia] No, I-I haven't.

It's-it's on my list.

[Dave] Sorry. Can you say that again?

It's just my-my, my headset's getting a little funky.

[Pilar] Good morning, Jamelia.

[Jamelia] Good morning. [Pilar] Shannon.

We're gonna get those survey numbers up.

Yes? Great.

Good morning, Dave. Let's have a great first day.

[Dave] Will do, boss.

I mean, yes, ma'am.

[Jamelia] Southwest Credit Union. This is Jamelia.

Sure, if I may.

Great.

[phone ringing]

Okay. Can I get your pass phrase?

Hello, Southwest Credit.

This is Shannon. How may I help you?

[Terrance] Yeah, I gotta talk to somebody

about this overdraft fee I got here.

[Shannon] Okay.

[Jamelia] Right. I see it now.

[Terrance] Hello? Hello?

Is somebody there? Hello?

Oh, yes. Sorry. Um.. Hi, Southwest Credit.

This is Shannon. How can I help you?

[Terrance] Yep, you said that part already.

I'm sorry if I'm troubling you

with my phone call today.

[Joel] If we can't count on you to show up,

what do you expect a mediator to do?

I told you, it's not easy.

I need to get approval from my boss.

[Joel] Why would you ask for mediation

if you're not even gonna show up? It wasn't my idea.

[sighs] It's just I'm trying to find balance

and I just wish you would understand that.

[Joel] I'm just saying, Shan,

if you don't get it together,

things might not turn out

the way you want them.

What is that supposed to mean?

[Joel] You don't get everything by default.

He's my son too.

Hey, can't talk right now.

We can talk about this later. I got to go.

Did you get my memo?

Surveys on track?

Yeah. Hi, How are you?

Our CSAT numbers are grim this month.

They want us to do twice as much with half the staff.

I think it's more about the state of the world

and less about us.

But that's what they look at.

Right. Surveys, it's complicated. [chuckles]

You hit your number, I hit mine.

And maybe we won't have to let someone else go.

Couldn't be simpler than that.

I understand that. I'm-I'm working on it.

[sighs]

[Shannon] Hello, Southwest Credit. This is Shannon.

May I have your name, please?

[man 1] Are you guys hiring?

[Shannon] Excuse me.

[man 1] Yes, I lost my job.

I'm out of work,

and I drive by there every day,

and I thought maybe I'd call.

I'll transfer you

to the appropriate department. You can leave a message.

[man 1] Oh, thank you very much.

[alert buzzes]

Oh, sure, no problem.

Now do you have your four digit pass code?

[Shannon] And if you wouldn't mind,

there's a survey at the end of the call.

[Gomez] Survey?

Yes.

[Gomez] Sure. Have a great day.

Really appreciate that. Okay.

You have a great rest of your day too, Mrs. Gomez. Buh-bye.

[Gomez] Okay.

[alert buzzes]

[Dave] It is my first day. How-how-how could you tell?

Great. Thank you. Bye.

Yeah. Thank you.

[phone rings]

Uh, hello, Southwest Credit. Can I have your name, please?

[Nicholas panting] Nicholas.

Hi, Nicholas. My name is Shannon. How can I help you?

[Nicholas] Look, we're in trouble.

My wife, she's had an accident.

I don't know what to do. It's her account.

Oh, I-I'm so sorry to hear that, sir.

Okay. Can I get your wife's name, please?

[Nicholas] Maggie Haywood. H-A-Y-W-O-O-D.

And we're... I'm outside the hospital.

I don't know what she needs.

The insurance. I-I called them.

Oh, no, no, no. Take-take your time. That's okay.

[Nicholas] They'll cover it fully, at least.

They need some sort of collateral.

I'm sure hearing this all the time,

but, uh, it's just when it happens to you.

That sounds really difficult. I'll help as fast as I can.

[Nicholas] I don't know if this is what I'm supposed to do,

but you've always been good to us in the past.

Okay, you are listed as a contact.

I just need the pass phrase.

[Nicholas] Pass phrase?

Password on the account.

S-sir?

Sir?

[Nicholas] Sorry, I'm just trying to think

everything that's going on.

O-o-okay, no problem. I totally understand.

I mean, if it was a joint account,

you'd both be able to, you know...

[Nicholas] Maybe it's 1015.

That's, that's a big thing important to her.

I'm sorry, not that one.

[Nicholas] I don't know.

Okay, let's try something else.

Can I have your address?

[Nicholas] 33, Lakewood Lane Clifton.

Okay. Her date of birth.

[Nicholas] June 14th, 1982.

Okay. Childhood pets.

[Nicholas] Oh, Jesus.

Um, I think, Lucy, maybe.

It's okay.

That's good.

[Nicholas] I-I-I think, I got to go back in.

Hello?

Yeah, I know. I'm sorry.

It's asking me for the pass phrase again.

Could you ask her, maybe?

[Nicholas] She-she can't.

It's bad, Shannon.

Um, let me speak with someone.

If we get disconnected, just ask for me, Shannon.

[Nicholas] Okay. Just Shannon?

Uh, Shannon Cooper.

You can dial my direct extension,

which is 8-5-8-5.

[Nicholas] Thank you.

God, our daughter's freaking out right now.

Yeah. Kids are tough.

[Nicholas] Do you have kids?

I do.

A boy, he's gonna be 10 this month.

[Nicholas] That's... that's wonderful.

What a great age.

Thanks. Yeah, he's special.

[Nicholas] Hey. Hey. What's going on?

You're moving her?

Where? What's going on?

I'm still on the phone. Wait, wait.

[phone ringing]

[Dave] Thank you for calling Southwest Credit Union.

This is Dave. How may I help?

[sighs]

[indistinct chatter]

[knocking] Excuse me... Uh, I just need you to...

Uh... Uh...

[phone ringing]

So for that you will have to come into the branch.

Yes.

[phone ringing]

[Dave] That is a serious issue.

Hello, Southwest Credit. This is Shannon. How may I help you?

[Robert] Uh, yes, hello.

I ordered some checks at your branch.

I actually came in and ordered them in person,

which was probably my first mistake.

And they came in the mail just the other day,

and they're the wrong checks.

These checks, look, they're an island,

but they look like a toilet.

Sir, I'm sorry, if you're order from the branch,

you'll just have to speak with them directly.

[Robert] What, I'm supposed to go back

to these people?

I-I'm sorry. I-I just can't.

Just try that.

[Robert] I don't understand.

[monitor beeping]

Hello.

[Nicholas] Oh, God.

I, uh, I got disconnected.

Oh, it's fine. Is she okay?

[Nicholas] No, I don't know.

She just dropped.

[sighs] W-w-w-what is it?

[Nicholas] She needs surgery.

They're asking me to make a decision.

I'm stuck at the front desk.

I can't even go in there.

So, what are they asking for?

[Nicholas] We don't have enough savings.

Her business account. I'm thinking, maybe some way.

Uh, this is so embarrassing.

- Sure, it'll be automatic. - Uh, and we can't speak to her.

[Nicholas] No, I have her phone.

I have everything.

I just...

Okay, I-I'm still waiting to hear back from my manager.

Just please hang in there.

[Nicholas] God, w-what do I tell our daughter?

I mean, if you need to call her,

I'll let you know as soon as we hear.

[Nicholas] No, no, no. Wait, wait, wait.

Don't, don't hang up.

Please, I just...

I don't want to get lost in the system.

Please, Shannon. Please.

No, no. Of course. Of course.

I am not going anywhere.

[Nicholas] No offense, but I've heard that before.

I'm not trying to be difficult. It isn't you.

It's just that I've gotten a lot of empty promises

from a lot of people lately.

It's hard.

It's a hard feeling.

So helpless.

I-I just don't know what to do, Shannon.

[monitor beeping]

Shannon?

So what's her name?

Your daughter?

[Nicholas] Willow.

I know. It's very Earth child.

No, that's beautiful.

How old is she?

[Nicholas] Teenager. She's a handful.

But now I, I wish I'd just spent more time

with her when she was a kid.

I don't know how I'd ever...

Mmm, you sound like a good dad, Nicholas.

[Nicholas] I just feel so alone.

Jesus. I'm sorry.

I-I shouldn't be putting this on you.

No, no. Listen, um, I, uh, I feel the same way sometimes too.

It's not easy.

[Nicholas] You're not married?

Uh, well, I am, but it's complicated.

[Nicholas] It's tough holding it together.

Kids are easy compared to relationships.

Yeah.

[Nicholas] Well, your son, he's lucky.

Oh, tha-that's not what the teachers think. [chuckles]

At St. Norbert's, most moms pick up their kids for lunch.

I don't even make it to soccer practice.

I-I'm sorry. I didn't mean to...

[Nicholas] No, no, no, no.

Thank you for actually talking to me like a human.

Hmm.

[Nicholas] I'm-I'm still waiting.

She's talking to someone. I don't know.

Wait, wait, wait, wait. Don't. Please.

They're taking her. They're, they're not.

No. I am working. I am trying to... What?

Please, Please. Give me more time.

She's working. She's trying to get me.

Hey, can I get your pass phrase?

[Nicholas] Please. I am begging you.

What? Nobody cares? Nobody cares?

My wife is a human being.

I'll get you what you need.

I am trying, okay? I'm trying.

Please give me more time.

Give me more time.

Please. She's my wife, stop!

I got to go. I got a big problem.

Wait, wait, um...

I was able to speak with someone.

[Nicholas] Oh, God. Thank you.

Thank you, Shannon. Thank you.

Oh, God. Thank you.

She's trying to get me the money.

What do you need us to do?

[Nicholas] I have an account number.

Can you come to the branch?

[Nicholas] Which branch are you at?

Newton Square.

[Nicholas] No. No, that's too far.

Is there any way we could do this on the phone?

I can't leave her, Shannon.

Okay, uh, let me figure this out.

How much do they need exactly?

[Nicholas] It's $20,000. That's just a deposit.

Okay, so there's only $19,000 in the account,

but you can overdraft if you need to.

[Nicholas] Okay. Yeah.

I think we'll need to whatever it takes.

[keys clicking]

[beeps]

[alert chimes]

Okay, uh, can you write this down?

[Shannon] 0-6-2-B-E-8-8.

That's your verification code.

If anything comes up,

I'll connect you with the secure line.

All you have to do is give them that number.

It shouldn't be that long. I promise.

[Nicholas] Thank you. Really, Shannon.

Thank you. You're saving my life.

That's... Thank you and good luck.

I'm sure things will work out.

Good things happen to good people.

[Nicholas] I hope you're right.

[alert buzzes]

[sighs]

[alert chimes]

[beeps]

[Jamelia] The sound of success.

You know, you really would have been a great therapist.

[Jamelia] I mean, you listen...

because I bet you could do a lot more than collect service,

plus be a lot less jittery.

I-I think I just had a little too much coffee

this morning.

[Pilar] Shannon, my office, please.

W-what is it?

Your request?

The 30th and every subsequent Monday.

Oh, right. Yes. Um, I'm sorry.

I-it's, it's just for the next two months.

Well, it can't be outside core office hours.

I tried to move it and I did.

It's, there's no other time.

[sighs] Like, you realize the position I'm in here.

I mean, let me start over.

You received your performance plan.

Yes, this job is the most important thing to me.

I'm glad. But the plan has targets.

50 new accounts, 85% customer satisfaction, 20%...

I know the plan, Shannon.

[Pilar] I'm asking what your plan is.

[inhales]

Listen, I can just give you a reference

like I did with Tom, but we're out of options here.

It... It's the mediator schedule.

[sighs] Joel and I are getting separated.

Okay, I get it.

I went through mine 10 years ago.

- It was help. - Yeah, yeah.

And I'm so sorry that I've been so distracted, yeah.

But we're good now. It's not gonna affect my work, I promise.

I just, just need a little help.

[sighs] You see this?

I was starting out.

Like you, but at the desk up front,

when people actually came in.

And this guy, having a bad week,

thought he could rob us with a steak knife.

And he grabbed me, and he told them

that if he didn't open up the back,

he was gonna push it through.

That's not even the worst part.

[scoffs] I saw hesitation in my manager's eyes.

And he didn't succeed, obviously.

But for me, this is a reminder,

what it took to get here.

Because there are plenty of other people

[Pilar] who are just as competent,

who don't have all the distractions.

And as unfair as all of that seems,

it's like that way for a reason.

I just, these sessions, I really need to...

I'm sure holding down a-a stable job doesn't hurt.

So, yeah, your mediator is essential,

but so is hitting your plan.

- Am I making myself clear? - Yeah.

[breathes deeply]

Is there something else?

No.

[sighs]

[sighs]

[indistinct chatter]

[Jamelia] There was a large transaction yesterday.

That's why it was flagged. Listen...

Yeah, I... Yeah, I can...

Yes, I'm looking at it now, Mrs. Haywood.

No, no, let me check a few things. Okay.

Take a breath. Calm down.

[Maggie] Don't tell me to calm down.

Okay. Thanks for your patience. Hold on.

This lady is not having a good day.

Well, maybe I can speak to her.

- You don't want to jump on this. - Oh, it's nothing.

It's for the fraud department. Let them handle it.

No, I-I think I spoke to her earlier, it's...

Okay. Doubt you'll get a survey out of it.

Fire away.

[phone ringing]

[Maggie] Hello?

Are you there? Hello?

Yes. Um, sorry. Good morning, Mrs. Haywood.

[child] Mom?

[Maggie] Hold on.

I'll take a look in a minute.

Okay. Who is this? The manager?

Are you okay? Are you feeling better?

[Maggie] What?

No, I-I just thought...

[Maggie] Obviously, I'm not okay.

I just explained this to the last person.

This is Maggie Haywood.

Your husband is Nicholas Haywood?

[Maggie] We're really starting over?

I... I'm sorry. I'm just trying to understand.

I-I thought you were in an emergency.

Something with, with the insurance.

[Maggie] What are you talking about?

[sighs] Uh, are you at the hospital now?

[Maggie] What? Look, I don't know what's going on.

I am locked out of my account.

How am I supposed to run my business?

Can you help me, or do you need to transfer me to a manager?

Uh, no, I can help you, Mrs. Haywood.

It looks like your account's been flagged

for suspicious activity.

[Maggie] Okay, well, what does that mean?

Well, i-it's actually completely normal

when a sizable transfer has been initiated

for, for the account to be flagged.

[Maggie] Hold on.

What transfer?

There was a withdrawal today with an overdraft.

[Maggie] What? By who?

Um, it says here your husband called in.

He verified the account.

[Maggie] I don't understand.

When did this happen?

[Shannon] Around 10:30.

[Maggie] That is not possible.

He's on a job and off the grid. I should know.

I just tried him an hour ago.

Is there anyone else that would have access to your account?

Or maybe somebody that

you shared your information with recently?

[Maggie] No.

Have you received any suspicious phone calls

requesting your financial information?

[Maggie] Do I sound like an idiot?

I'm sorry.

I understand that this must be really frustrating.

[Maggie] I don't want an apology.

I just want it fixed.

Do I need to come in?

N-no, that's not necessary.

I can handle this for you, Mrs. Haywood.

[Shannon] Is this the best number for you?

[Maggie] My only number.

Okay. I'll check the status of the inquiry,

and I'll get back with you immediately.

I promise.

So thank you so much for your patience.

[sighs]

How did that go?

Y-you were right. Bad day.

[scribbling]

Hey, can you cancel a debit

for a secure EFT after it's been initiated?

- [Jamelia] What's the status? - In transit.

[Jamelia] No.

But I think you can hold it by putting a suspend.

Gets time to process a change request,

it expires close of business.

Sorry. I-I don't... W-what do you mean?

[Jamelia] Transfer dies out

at the end of the day at 5:00 p.m.,

if it's still suspended.

So do nothing and it goes away?

[Jamelia] Bingo.

[beeps]

[sighs]

[beeps]

[sighs]

[beeps]

[Jamelia] Sets off a bunch of alarm bells though.

No, no, no, no, no. No, no.

[gasps] No. Oh!

[cell phone vibrating]

Oh, not now.

[inhales]

Hi. Hi, Debbie.

[Debbie] Shannon. I didn't think I'd get through.

You've been hard to reach lately.

Yeah, yeah, this week, my work schedule, it's just...

I don't have a lot of flexibility.

[Debbie] Sorry, I know you've been working overtime lately.

As your mediator, I need to know

about schedule changes ahead of time.

Missing a session does not look good.

You had a mix up last week?

[sighs] I-is that what Joel said?

Look, I left a message, and I talked to my boss

this morning about the times and all.

[Debbie] It's not just that, Shannon.

The lab just sent me the results of your drug test.

Your level of electrolytes

were outside the range of normal.

Uh, w-well, I-I-I'd... What does that mean?

[Debbie] It says traces of benzodiazepines,

possibly from misuse.

U-uh, that's for my anxiety, I take it like they tell me.

The doctors, they, they said

it might show up as a false positive.

[Debbie] You know I have to report this, right?

Is this something I need to be concerned about?

Look, I'm not on one side or another.

My job is to do what's best for Dylan.

Shannon, are you listening? You sound distracted.

Yeah, yeah, no, I-I'm listening.

[Debbie] I don't think you're getting the gravity of this.

Everything you do is being watched very closely.

Your job stability is the only thing helping you right now.

And I don't want your custody of Dylan jeopardized.

A child needs his mother.

Oh, yeah, no, of course. Of course.

[Debbie] I know you're under a lot of stress,

but it's a slippery slope, everything counts right now.

The court favors maximum exposure to both parents,

but these things add up.

Show up for the next session, cut back on the meds.

Be meticulous.

I-I totally understand.

[Debbie] There's still time. You'll be okay.

[phone ringing]

Um, hey, Debbie.

Look, I really, I gotta go, okay?

[Debbie] Okay.

I'm sorry. Yeah.

[Debbie] Don't forget.

Yeah.

[phone ringing]

[sighs]

[Nicholas] Shannon?

Who is this?

[Nicholas] It's Nicholas. Remember?

You gave me your number.

Right.

[Nicholas] I'm still at the hospital,

it's a nightmare, there's a lot going on

in the ER and I'm still trying to get info...

Is there something else I can help you with?

[Nicholas] Well, that's why I'm calling.

I haven't seen anything come through on my end.

Is that normal?

These things take time to process.

[Nicholas] Is there someone you can talk to?

I'm just getting worried, you know.

Uh, that, that's not necessary. [chuckles]

[Nicholas] You know what, you've already been such a big help.

I'm sure you've got other things going on,

I'll just call your manager to sort this out.

Oh, no, we're working on it, it just might take

a little while, but, when I find out,

I will notify you immediately.

[Nicholas] Okay. Thanks, Shannon. I trust you.

[phone ringing]

Thank you for calling Southwest Credit Union.

[sighs]

[Jamelia] This is Jamelia. How may I help you?

Sure. Can I get your pass phrase?

[beeps]

[sighs]

[breathing heavily]

[indistinct chatter]

What?

[shuddered breathing]

[groans]

[indistinct chatter]

[beeps]

[beeps]

[sighs]

Like, you're putting my numbers, since when?

Oh, thank you very much.

Uh, Dave, can you please take your feet off the couch?

Thank you.

You good.

Thank you.

[Shannon] Yes, our current tax-free savings account

is performing above industry standards

and it includes 15,000 miles

towards the frequent flyer program of your choice.

Great. I will transfer you to that department.

[sighs]

[Dave] Thank you for calling Southwest Credit Union.

This is Dave. How may I help?

[phone ringing]

[Dave] Can I get your pass phrase?

[phone ringing]

[Dave chuckles] Well, no, no it's not...

[beeps]

[breathing rapidly]

[Jamelia] Thank you for calling Southwest Credit Union.

This is Jamelia. Hello?

[Dave] Thank you for calling Southwest Credit Union.

How can I help?

[phone ringing]

[beeps]

[Dave] Sounds great.

[phone ringing]

[sighs]

Hello.

[Nicholas] There you are.

Panicked when I couldn't get through.

Um, why? What's going on?

[Nicholas] I was gonna ask you the same thing.

It's been a few hours. I thought I'd get a call back.

Right. I know. I-I did say these things take time.

[Nicholas] Is that everything?

I don't feel good about it, my wife.

It, it's getting worse.

Please, if you would just let me do my job,

[Nicholas] I see how it is.

Just another call to you, right?

No, no, no, that's, that's not it at all.

I'm doing everything I can, I promise.

I will get back to you.

[Nicholas] Be careful what you promise, Shannon.

Hey.

You okay? You seem tense.

Yeah, no, um...

Crazy day.

You sure you're all right?

Even on edge,

you don't have to do everything alone all the time.

I'm here.

I...

[cell phone vibrating]

Uh...

[Jamelia] You-you need to take that.

You know what? I-I'm, I'm good.

I really appreciate it, but I-I'm good.

Thank you.

[cell phone vibrating]

[knocking on door]

[sighs]

How did you get this number?

[Nicholas] I thought it might help

speed things up.

You gave me your full name, I just assumed.

[Nicholas] That's why, right?

What do you want?

[Nicholas] I want to see the transaction

go through to my account.

Well, the transaction's been suspended.

[Nicholas] What? Why?

[sighs] For suspicious activity.

And I talked to Maggie.

[Nicholas] Is she all right?

Stop, stop, whatever it is

that you're trying to do is in direct violation

of our customer's privacy policy.

[Nicholas] You're serious.

Look, impersonating someone is serious.

It's identity theft.

[Nicholas] You should be more careful then.

You have no idea what is going on here, do you?

I know that whatever it is, you're lying to me.

And you're lying to your wife.

[Nicholas] Is that what your husband did?

Why you left him?

Or were you the liar and he left?

Or is it complicated?

I don't have time for this.

[Nicholas] I'm just trying to understand

the person I'm working with here.

What do you want?

[Nicholas] It's not about what I want.

It's about what you can do for me, Shannon.

Don't call my cell anymore.

[Nicholas] And be careful the way you talk

to your customers,

because sometimes customers retaliate.

What is that supposed to mean?

[call disconnects]

[female IVR] The person you are calling is currently...

Ugh!

[sighs]

[Dave] Thank you for calling Southwest Credit Union.

[keys clicking]

[sighs]

[beeps]

[beeps]

[beeps]

[scribbling]

Hey, do you know any clients that end with C-E-D?

- Sorry to bother. - Kidding?

You still dealing with that woman?

Yeah. No, no, no, um, I'm just hunting it down for her.

Uh. It's private equity.

Mike's over there. He's nice.

Mike Esposito.

I probably have his number.

- Tell him I sent you. - Thanks.

[phone ringing]

[Mike] Hello.

Hey, is this Mike?

[Mike] It is.

Hi, it's Shannon from customer success.

[Mike chuckles] Corporate, uh-oh. What'd I do this time?

No, no, no. I'm not.

Don't worry, you're not in trouble.

Um, Jamelia referred me to you.

[Mike] Ah, Jam. How is she?

Tell her we miss her over here.

Yeah, she's good. I will.

So, I'm looking up an account for a client.

- It got flagged. - [Mike] And landed over here?

Huh, okay. W-what's the name?

[chuckles] That's the thing.

Our computers were down,

but I was able to jot down the account number.

[Mike] So, so, what's the account number?

Okay, it's 0-6-6-0-2-9-3-1-0-9-8-4-8.

[Mike] One second. Okay.

[keys clicking]

[Mike] Yep. There is no name.

W-what?

[Mike] It's a limited account.

That's why it was flagged.

The PII info is hidden.

I-I'm sorry I-I don't know what that means.

[Mike] It means we can't see who initiated it.

It's a temp holding account,

It's probably gonna be gone in a day.

And you, you say you talked to them this morning?

Yeah, we started the conversation over the phone.

[Mike] Retail. What time?

- 10:34. - [Mike] Okay, hold on.

[Mike] Zing. I got an address.

[Mike] 33 Lakewood Lane.

That's the client's address.

[Mike] That's the address

on the temporary holding account.

Maybe they're just moving money around.

And if there's more than one person on the account,

sometimes those two people don't exactly

tell each other everything, if you know what I mean.

Have you ever heard of anyone impersonating themselves?

Like, they know just enough information,

but they make sure not to know everything.

[Mike] Yeah, this whole thing's starting

to sound a little domestic,

and you kinda wanna be careful with that.

One time I thought this guy was stealing money

from his wife's to open casino,

and it was not a good thing for me.

So, have your ducks in a row before you accuse

anyone of fraud, all right?

Yeah. Thanks.

[Mike] Of course, if nobody resumes that transaction

before 5'o clock tonight

that money is not gonna go anywhere anyways.

So, you don't have to worry about it.

I could put a note on it for you.

No, no, no. No, thank you.

Th-that'll be fine, you don't need to do that.

[Mike] Hey, no problemo, if you need something else from me,

just let me know. Tell Jam I said, "Hey, what's up?"

[sighs]

[dial tone]

[Willow] Hello?

Hi. Is Maggie there?

I'm sorry, maybe I have the wrong number.

[Willow] No. You don't. She's just busy.

Oh, okay.

[Willow] But she told me to answer her phone

in case, well, something, like,

her bank's messed up or something.

Yeah. That's actually why I'm calling.

I'm from Southwest Credit Union.

[Willow] Okay. Great.

Yeah, um, so I wanna let you know that we're making progress.

It just takes a little time.

[Willow] Okay, well, but...

Because she's like freaking out.

Oh, I-I'm sorry to hear that.

[Willow] Yeah, she's been like that.

Super stressed or something lately.

Really?

Um, w-what's going on?

[Willow] Um, I dunno, there's always something...

With your dad?

Is he there?

[Willow] Uh, why are are you talking about my Dad?

Oh, no, I-I'm sorry, it's nothing.

[Willow] This is weird. I think I better go.

Yeah, I'm sorry. Um, I'll call back another time.

[Jamelia] He make an ass of himself?

- Huh? - Mike.

Oh, yeah, no, no, no, sorry, we-we tracked it down.

[phone ringing]

Did he ask about me?

[phone rings]

Uh-huh. Um, sorry, I-I really gotta take this.

Thanks though.

[phone ringing]

Hello, Southwest Credit.

This is Shannon. How can I help you?

[Willow] That's her.

[Maggie] Okay, gimme the phone.

[Willow] She was asking me a lot of questions.

[Maggie] Willow? Let me talk to her.

Hello again, Mrs. Haywood.

[Maggie] What the hell is going on?

Um, thank you so much for being, um, so patient...

[Maggie] Why were you talking to my daughter?

I was just trying to reach you

and was explaining so I could just, you know, speed things up.

[Maggie] And was my child able to reinstate my bank account?

Um, accounts that are flagged

are put on a hold for a day, then you should be okay.

[Maggie] Okay, so I can have my money tomorrow.

I still don't understand why this is happening.

Have you been able to reach your husband

since we spoke earlier?

I mean, just to see if he knows anything at all?

[Maggie] Why do you keep bringing up my husband?

Look, in-in cases like this, sometimes it gets complicated.

Have you maybe come in contact with anyone

who-who's been acting strange

or suspicious around you lately?

[Maggie] Are we in danger?

No, no, no, no. I-I'm sorry.

I'm not trying to scare you

but it seems right now that whoever did this

said he was Nicholas.

[Maggie] Wait. Hold on.

You're telling me

that someone is impersonating my husband

and getting away with it

because you gave them access to my bank account?

Mrs. Haywood, we-we do not take this lightly,

so please review your statements

for any other suspicious activity

and change your online passwords and login.

[Maggie] You messed up, but now

I have to change my passwords. Where?

Everywhere.

[Maggie] You have really screwed me up here.

I don't need this right now.

You're gonna receive an email shortly

that explains everything. But please don't worry.

We're gonna make sure this gets resolved for you.

[Maggie] Well, that's good,

because I didn't put myself in this situation.

You did.

Yes. Totally understand.

Southwest values you as a customer,

and we will get through this.

[Maggie] And never talk to my daughter again.

[sighs]

[inhales]

[exhales sharply]

I totally understand your frustration.

Let me take a look to see

if there's a different type of account

that might be better suited for you.

[indistinct chatter]

...with the investment option, it gives you

everything you have now and more with no...

Hello, Southwest Credit. This is Shannon.

How are you doing today, Mrs. Miller?

Fantastic. Let me break it down for you.

[Shannon] Hello, Southwest Credit. This is Shannon.

Can I have your name, please?

...there's a short survey after you finish it, or just...

Okay. Have a great rest of your day.

Hello, Southwest Credit. This is Shannon.

Can I have your name, please?

Let me take a look to see

if there's a different account

that would be better suited for you.

Okay, well, it looks like

I can enroll you in the perks program right now.

Oh, well, I'm so sorry to hear about the loan denial.

Um, let me review your application

and the decision. Okay?

Hello, Southwest Credit. This is Shannon.

May I have your name, please? Hello, Southwest Credit.

This is Shannon. How may I help you?

Hello, Southwest Credit. This is Shannon.

Hello, Southwest Credit. This is Shannon.

Can I have your name, please?

[overlapping chatter]

Hello, Southwest Credit. This is Shannon.

Okay, well, in that case, I recommend

allowing us to conduct a comprehensive assessment

of your present financial situation.

And, sir, if you don't mind, there's a short survey.

This is Southwest. This is Shannon.

Can I have your name, please?

...identify the most suitable course of action

to address your needs effectively.

[clock ticking]

[sighs]

Hey, Shannon.

Are you in a love triangle?

- What? - Sorry, that came out weird.

Um, this guy called asking for you.

I told him you were on the phone, and he hung up on me.

I didn't even say anything stupid.

I think.

- Who was it? - I don't know.

He asked for you or our boss.

I tried to follow the training,

turn it from a total downer to an upper,

but he was a total jerk.

If he calls again, just forward it to me directly.

- Okay. - Okay.

Nice. Taking it head on. [chuckles]

[phone ringing]

Thank you for calling Southwest Credit Union.

This is Dave.

[sighs]

[indistinct chatter]

[door closes]

[dial tone]

What are you doing?

[Nicholas] I knew you'd call.

What happened to us, Shannon? I missed your voice.

What is this?

[Nicholas] Do I make you nervous, Shannon?

Are your hands trembling?

Please. What do you want?

[Nicholas] Money. The bank didn't just run out, did it?

It's not your money, it's your wife's...

if that's even who you are.

[Nicholas] But I know about you.

Shannon Cooper on Valley Vesta Drive.

38 years old, if that is your age.

I mean, we all lie about our ages.

Now you'll have to lie about how you gave Maggie's husband

access to her account.

To be honest, I don't think this looks great for you.

[breathing heavily] But why me?

[Nicholas] Because you answered the phone, Shannon.

And all I had to do was ask. And you did it.

You'll be arrested.

You're gonna have me arrested? Me?

Your own partner?

When we've been such an amazing team?

Please. I just want to do my job.

[Nicholas] Well, personally,

I've never had better customer service.

You've given me everything I need to get my money.

And there isn't anything

you're going to do about it now, is there?

I bet you haven't even reported it, have you?

[sighs]

[Nicholas] If I were you, I'd be very careful, Shannon.

For your sake, and for Dylan's sake.

Why are you doing this? This is criminal.

[Nicholas] You're right. I know.

I-I do. I know how pathetic this is.

[Nicholas sighs] But sometimes I just feel like

life's not for me.

Not even worth it.

[Nicholas exhales]

[Nicholas laughs]

How could you?

[phone beeps]

[sighs]

[water pouring]

[phone chimes]

[Shannon gasps]

[phone ringing]

[beeps]

[sighs]

[sighs]

[Pilar] Shannon?

Care to explain?

I'm sorry?

There was an account that was flagged earlier.

- Why didn't you say something? - No, I...

You're the face of the company.

I know. I mean, I know.

I have a call scheduled with them later today.

I didn't want to bother you.

Okay. Let me know how it goes. The call.

I'll check back later.

[phone ringing]

[taps]

[phone ringing]

[Jamelia] Thank you for calling Southwest Credit unions.

This is Jamelia. How may I help you?

[phone ringing]

Hi, yes. Hello.

Have your account right here. All right.

[Dave] Oh, sure.

[Jamelia] Okay, that's fine.

Sure, it'll be automatically linked to your account.

[dial tone]

[Christine] This is Christine.

Hi, Christine. This is Shannon in retail.

I'm calling because someone's having an issue with a transfer.

[Christine] All right, but why are you calling me

instead of support?

I-I'm sorry. It says you resumed it.

[Christine] I approve a hundred things a day.

This was for a customer, Nicholas Haywood.

[Christine] Okay, yes, there was a hold up

but we took care of him.

The system must have just flagged it automatically.

H-how did you know? Did you speak with him to verify it?

[Christine] Yes, he had the information he needed,

including the receipt and the verification code.

The money will be released to him at 5:00 p.m. per protocols.

Right.

[Christine] So it'll be released in a few hours.

Are you new here?

No.

[Christine] I like your enthusiasm

but there's a chain of command for a reason.

Definitely, um...

I-I just wanted to, um, I just...

I just wanted to make sure th-that nothing was missing,

that the customer's happy for our C-C-CSAT scores.

[Christine] Hold on. I'll be right back.

[female IVR] Your business is important to us.

Please stay on the line, and one of our associates

will be with you shortly.

Your security is our number one priority

so this call may be monitored for your safety.

Your business is important to us.

Please stay on the line, and one of our associates

will be with you shortly.

[music over headphones]

Your security is our number one priority

so this call may be monitored for your safety.

[Christine] Shannon?

Yes.

Uh, I appreciate your help

and I-I'll get right back to work.

[Christine] I've got Nicholas on the other line.

Okay? He was just finishing up.

What?

[Christine] Here's a good opportunity for you

to show how Southwest cares about our customers.

Nicholas, are you there?

[Nicholas] I am.

[Christine] I've got Shannon on the line.

She was concerned and wanted to hear

how things went.

[Nicholas] Hi, Shannon.

Sorry to bring you back into this again.

That's all right. It's my job.

[Nicholas] It's more than that.

I feel so lucky you were on the other end of the line

willing to go through this with me.

Uh, family crisis can be overwhelming.

[Nicholas] You're right. But we're not out of the woods yet.

And thank you for checking in with Maggie.

I feel like we have a plan now,

and I can see some light at the end, you know,

if we could just make it through the end of the day

but it's so close.

Okay, well, I'm sure you'll let us know

if you need any more help. We're here monitoring.

[Nicholas] Well, I hope you're not there too late.

It's soccer today, right? St. Nobert's.

N-no. I mean, how did you...

[Nicholas] That's right down the road.

Maybe if everything gets cleared up

I can make it in person.

Thank you personally.

[Christine] Well, we won't keep you any longer.

Thanks for taking the time to give us your feedback.

[Nicholas] I already did. Shannon remembers.

I gave her a glowing report on her survey.

[Christine] Did that resolve your issue?

[inhales] Yes. Uh, thanks for your help.

[Christine] Okay. Next time, talk to your manager first.

Right.

[breathes deeply]

[phone chimes]

[shuddered breathing]

[call dialing]

[dial tone]

[exhales]

Hello?

[woman 1] Hey, Shannon.

Hey, I-I can't talk right now.

I'm sorry, but I was wondering

if you could pick up Dylan with Jess today.

[woman 1] Is everything okay? You all right?

Oh, something came up at work,

an-and Joel can't make it, either.

[woman 1] It's just that...

I would not be asking if it wasn't...

[woman 1] I just wondered

because we haven't really seen you around lately.

No, no. No, no, I...

I know I don't come around often,

but I really miss you guys.

[woman 1] Oh, we miss you, too.

And of course, I can get Dylan today.

Oh, really?

[woman 1] Shannon.

If you need help, we're here.

Thank you so much. I really appreciate it.

You have no idea.

[woman 1] Okay, I'm heading out now.

I'll call when I've got him.

[exhales]

[sighs]

[dial tone]

[Mike] Hello?

Mike. Hey, it's Shannon.

[Mike] From corporate, super sleuth?

No, no, no, no. I-it's...

For the client that I spoke to you about earlier.

[Mike] Who? Th-the shady guy?

Well, look, it looks like he's stolen from his wife.

[Mike] You sure? Y-you want to reverse it?

[Shannon] Yes, exactly.

[Mike] Yeah, it shouldn't be an issue.

Oh, great. Thank you.

[Mike] But that comes from fraud.

I mean, in fact, they do it directly.

Right. Right.

[Mike] And you're gonna want evidence before call them

like, the specifics.

And it's got to include the client.

You don't want to go over someone's head.

But she's devastated.

And I don't know, maybe she's afraid

to talk to her husband. I really don't know.

But she absolutely needs our help right now.

[Mike] Hey. Okay, so I've got something.

Our little friend here is getting antsy.

He already put in an automatic transfer request

for this evening.

And you can't stay anonymous

if you transfer your ill gut in cash

into an account with your actual name on it.

Is it Nicholas Haywood?

[Mike] No, it's a Steve Wilson.

W-wait, who? That's-that's not Maggie's husband.

[Mike] Well, whoever it is, he wants that money

the second it's released. He's your guy.

Oh, my God. Oh, my God. Thank you so much.

I-I owe you big time.

[Mike] Good luck.

[sighs]

And be careful, okay?

Yeah. Thank you.

[call dialing]

[keys clicking]

[Maggie] Hello?

Hi, Mrs. Haywood?

[Maggie] What is going on with my account?

Has the bank figured this out?

Not yet. I, um...

I do have a question for you.

[Maggie] Really? You need more from me?

Look, I-I know, but, um...

Do you happen to know someone named Steve Wilson?

[Maggie] Steve?

Well, it looks like he may have been involved

in the attack on your account.

[Maggie] What? He attacked my account?

I-I'm so sorry.

Is there anything that you can tell me for the dispute?

[Maggie] Ah, yeah, I know Steve.

He's Willow's dad.

He's unstable and a liar.

You never know what he's going to do next.

He is unsafe. It's why we left him.

We had to get an order.

We finally have some stability in our lives.

I can't believe he's coming after us again.

I'm... I'm so sorry. I didn't...

[Maggie] You have no idea what he is capable of.

If you are sure it's him,

you should steer clear for your own safety.

Um...

I-I'm gonna alert security right away.

And someone from the bank will be reaching out to you

once they start the investigation.

[Maggie] Don't involve us. Please.

Keep my family out of it.

I'm sorry, but I can't.

Willow and I can't ever see him again.

Yeah. I'm so sorry.

[clock ticking]

[keys clicking]

[breathes deeply]

[door closes]

[receiver clicks]

[sighs]

[dialing]

[call dialing]

[sighs]

[woman] Hello. Fraud department.

Hi This is Shannon in Retail. I need to make a report.

[woman 1] Okay, Is this an existing account, or new?

New.

[woman 1] Who's the client?

Maggie Haywood.

[woman 1] Okay. Can you summarize the situation?

Okay, um, the client,

w-well, her husband called in this morning

and he said that she was in an accident

and needed access to an account.

But it looks like it was identity fraud.

[woman 1] Slow down, slow down.

There are a lot of notes on this account.

It also went to Christine.

The husband's name is in here.

I-it wasn't the husband.

It's someone else named Steve Wilson.

He made an attempt on the account

and I tried to put a hold on it,

but somehow he was able to reverse it. I don't know...

[woman 1] Why didn't you send here when it first happened?

This would have been a lot easier if we stopped it

electronically the first time.

I'm freezing all the accounts.

And given the situation, it'll be weeks

until we know if it's fraudulent, or made an error.

It-it wasn't an error. He did this to her.

[woman 1] For your sake, I hope it's an error

and not conspiracy to commit fraud.

Conspiracy with who? I would never do...

[woman 1] Well, that's why we have procedures in place.

Not knowing isn't a defense.

Uh, I know, but I...

[woman 1] Have you spoken with your manager yet?

No, no. Uh, not yet. But I have been trying to go...

[woman 1] We'll go through the call logs

and fill out a proper report.

Report?

[woman 1] Open an investigation.

You'll be questioned,

and there'll be a deliberation process.

No, no, no, no, no, no. Wait, wait, listen.

You-you have to understand that this...

[woman 1] We'll be in touch.

[receiver thuds]

[sighs]

[dial tone]

[sighs]

Hey. H-how did the pick-up go? Is Dylan okay?

[woman 2] Dylan's not with you?

What? No!

[woman 2] Yeah. Jess said he wasn't outside.

She thought Joel picked him up.

What? No, no, no, no!

Joel can't... That's why I asked you!

[woman 2] Oh, God, I'm sorry.

I-I'll swing back around, okay? Right now.

Okay, now.

[woman 2] Yeah. I'll call when we get there.

Okay.

[whispers] Oh, come on, come on, come on, come on.

[dial tone]

Come on.

Joel, did you pick up Dylan?

[Joel] No. No. We talked about this.

I know. I asked Jess's mom to...

[Joel] No, I don't know. Call her.

I did.

[Joel] What are you yelling at me for?

I told you I couldn't pick him up.

I know, I know. Can you just...

[Joel] Do you want me to call

the police, the FBI, the CIA?

Are you listening to me?

Our son is missing! Do you hear me?!

[Joel] 'Cause you do this all the time, Shannon.

You call me overreacting

like everything's the end of the world.

For God's sake! You sound crazy.

I am not crazy. You are just useless.

And you can forget everything about mediation.

I'm done! And I'm gonna go find Dylan.

[Joel] Big point before you start making...

[phone chimes]

There you are.

What's going on?

I just received a call

from the fraud department, Shannon.

I'm sorry. I can't explain every...

We need to talk about this now, Shannon.

Now.

- I'm sorry. - Shannon!

[Pilar] If you leave now, you're fired.

[car engine rattling]

Come on, please. Ugh! Not now.

[groans angrily]

[crying]

[straining]

[thuds]

[Dylan laughing]

[sighs]

- I scared you. - Oh!

What're you doing here? How did you get here?

- Walked. - All the way from school?

W-well, didn't, uh, Jess's mom tell you

that she was gonna pick you up?

I'm so glad that you're okay.

Are you okay?

Yeah. Why wouldn't I be?

[sighs]

I'm so sorry. No one was there to pick you up.

But it's never going to happen again. I promise.

Mom, why are you crying?

It's nothing.

Mom, I have to pee.

Yeah, sure, honey. No problem.

Let's go inside.

[door opens]

Go ahead, honey. It's down there.

Bye, mom.

[door squeaking]

[door closes]

You know, uh... [sighs]

When a door closes, you, um...

This is the way. Yeah. Out. Yeah.

Hey. I'm sorry.

Uh, it's not your fault.

Dylan is sprouting up.

[sighs]

- I'll be right back. - I'll watch him.

- Can I come in? - Now you have time.

I'm sorry for running out.

This morning, I thought that somebody was in real trouble,

and I thought that I could help.

But it-it turned out to be some elaborate scheme

by her ex-husband.

I was wrong. I-I-I-I panicked.

I-I broke protocol.

- I didn't want to lose my job. - Well, the job is protocols.

We're not marriage counselors. This is a credit union.

I don't know what you want me to do.

I was scared. You have to believe me.

He was threatening that he would do anything.

I mean, he was going after Dylan.

Why wouldn't you come to me?

And that's why we have a department that handles that.

- It was a mistake. - [Pilar] No. It was a lie.

You lied to my face more than once.

I know. I know. And I am sorry.

Well, why should I believe anything that you say to me now?

Because I would do anything to make this right.

I mean, you have to believe me. I am telling you the truth now.

Fraud is a felony.

You're lucky you don't go to jail for this.

[Pilar] Don't you have anything else to say for yourself?

No. No, y-y-you're right.

[Shannon] I'm wrong. I was totally wrong.

I... [sighs]

I have not been in a good place.

And I thought that if I tried harder that everything

would work out. It...

But no matter how much I try or even walk away,

I always fall short.

At work, in my marriage...

with Dylan.

Look, what I mean to say is, um...

[sighs] I really appreciate the opportunity you gave me.

[clattering]

[door opens]

[footsteps approaching]

Hey, little man. You running this place?

[laughs]

- You want a candy? - I love candy.

Thank you.

I'm here to meet Shannon. She's still around?

- My mom? - Is that so?

Well, it'll all come out in the investigation.

Please pack up your things.

[door closes]

I mean, my bully always takes mine.

It's kind of sad and he never wants to give him back.

[Dylan] And I think he's disgusting...

Dylan? Honey, what're you doing?

[chuckles] Shannon...

[Steve] Do I make you nervous? 'Cause you answered the phone?

Shit, you've given me everything

I need to get my money.

If I were you, I'd be very careful, Shannon.

Sometimes customers retaliate.

Dylan, please come here. Honey. Please.

It is so good to finally meet.

You remember? We talked earlier today?

I was having trouble with my wife's account

and wanted to make sure I took care of it before 5:00 p.m.

We're closed.

I-it's a shame. I just came all the way down here.

Maybe we can find the place to talk in private.

Your boy could come. I don't mind.

No. Honey, why don't you go, um, with Jamelia?

I'm just gonna handle a quick work thing.

[chuckles]

You know, people look different...

when you meet them in person.

You look nice.

Stay away from my family.

I actually tried a few people and I just knew

that you would cooperate when you answered.

And you made it really easy for me.

You did, a lot easier than I would have thought.

You don't know when to quit.

- I want my money. - You stole from her.

You helped me. [chuckles]

The bank records, all the phone calls.

You mean the ones

where you unlocked my wife's account?

Where you admit you did it?

How will you explain what you were up to

with Maggie's husband?

[Shannon] The first thing I'll tell them

is that you're not Maggie's husband anymore,

are you, Steve?

I'm just tryna figure out

what kind of person I'm dealing with.

[whispers] You have no idea...

what you're talking about.

She took everything from me.

It's always her side of the story.

And this guy gets to replace me? Live my life? Uh-uh.

This morning, I did everything I could

to help you and your wife, because that's what people do.

You know what it's like to have a felony?

To make a stupid mistake when you're young?

To be a man in a divorce? She used everything against me.

You see me here like this. That is my fair share.

I am entitled to that money.

Do you really think you're gonna get away with this?

Don't you realize that you're just making things worse?

I don't think so.

- Reality is... nobody cares. - I care.

[whispering] Nobody cares that you care, Shannon.

People like us... we end up in the same place.

I am nothing like you.

If you do not do what you have told,

you will be implicated in a felony.

You will be fired.

How is it going to feel...

when you lose your son, huh?

[whimpers]

Huh?!

Shannon, what's going on?

And I-I'm sorry. Who-who's this?

This woman? She set me up. I don't know what her plan was.

[Steve] She's frozen my account. She's screwed with my family.

She's desperate. She's trying to steal money and pin it on me.

She has been stalking me all day, threatening me.

She's lying to everyone. She's lying to you.

She's lying to my family.

- Okay. - You got to help me here.

Okay.

Let's just stay calm, okay?

She needs to be fired.

I've already been fired.

And I wasn't the one to stop the transaction.

It was the fraud department.

You...

They know everything. All about you.

And so does Maggie and Willow.

They know what you tried to do.

You, you, you... She's lying.

- You can't do this to me. - I'm going to call security.

Stop! No!

[screams]

[thudding]

[breathes deeply]

[panting]

[clattering]

[siren wailing]

It'll be okay.

[police radio chatter]

[indistinct chatter]

[Pilar] Shannon.

I spoke to the officer.

They're gonna want a statement from you too.

But I told him we can wait till tomorrow.

- Thank you. - You okay?

- Are you? - Yeah.

I'll need you to sit down.

- That maybe next week. - Okay.

- I'll help if I can. - Thank you.

So, Dylan, you know you're growing up now

and there's something that I want to tell you.

Your father and I, we might have to make some decisions,

but I just want you to know that no matter what happens,

we're always gonna love you.

- Okay? - I know that.

[chuckles]

Can we get ice cream and fries?

Whoa, that is quite the combo.

What did you have at school?

I mean, I had an ice cream, but it's small and...

Oh, someone took it again?

[Dylan] No. You told me to say something.

[Shannon chuckles]