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1
00:00:10,708 --> 00:00:12,458
[dial tone]
2
00:00:12,542 --> 00:00:14,250
[female IVR] Welcome
to Southwest Credit Union.
3
00:00:14,333 --> 00:00:16,292
Your security is our
number one priority,
4
00:00:16,375 --> 00:00:18,292
so this call may be
monitored for your safety,
5
00:00:18,375 --> 00:00:19,917
please enter your
10 digit account number
6
00:00:20,000 --> 00:00:23,125
to get started. Thank you.
7
00:00:23,208 --> 00:00:25,458
Please hold and an agent
will be with you shortly.
8
00:00:25,542 --> 00:00:27,333
[indistinct chatter]
9
00:00:27,417 --> 00:00:29,083
[female IVR] Your
business is important to us.
10
00:00:29,167 --> 00:00:31,000
Please stay on the line
and one of our associates
11
00:00:31,042 --> 00:00:32,707
will be with you shortly.
12
00:00:32,708 --> 00:00:34,667
[indistinct chatter]
13
00:00:34,750 --> 00:00:36,667
[man 1 on call] You guys
know my list of varieties.
14
00:00:36,750 --> 00:00:38,208
[female IVR] Your
business is important to us.
15
00:00:38,292 --> 00:00:40,958
Please stay on the line.
16
00:00:41,083 --> 00:00:42,667
Your security is our
number one priority,
17
00:00:42,750 --> 00:00:45,500
so this call may be
monitored for your safety.
18
00:00:45,542 --> 00:00:48,000
...enter your 10 digit account
number to get started.
19
00:00:50,250 --> 00:00:52,208
[man 2 on call]
You should be more careful.
20
00:00:52,292 --> 00:00:54,125
You never know
who you're talking to.
21
00:00:59,750 --> 00:01:01,542
[Dylan on call] And at lunch,
he always makes me
22
00:01:01,625 --> 00:01:03,125
trade my candy with him.
23
00:01:03,208 --> 00:01:06,250
If I say no, he's gonna
make my life worse.
24
00:01:06,375 --> 00:01:08,042
Well, you don't have
to give away your food
25
00:01:08,125 --> 00:01:09,625
if you don't want to.
26
00:01:09,708 --> 00:01:11,042
[Dylan] He's so mean
to me. He gives me
27
00:01:11,125 --> 00:01:12,542
these homemade granola bars
28
00:01:12,625 --> 00:01:15,333
that taste awful, mom.
I hate 'em.
29
00:01:15,417 --> 00:01:18,708
Honey, Dylan, I can't
talk like that, okay?
30
00:01:18,792 --> 00:01:20,416
Just tell your teachers
it's not okay, silly.
31
00:01:20,417 --> 00:01:21,625
[Dylan]
Then they'll make fun of me
32
00:01:21,708 --> 00:01:22,792
for being a snitch.
33
00:01:22,875 --> 00:01:24,583
And that's even worse.
34
00:01:24,667 --> 00:01:26,250
You're not a snitch.
35
00:01:26,375 --> 00:01:29,833
You're a strong, handsome boy,
and you can just tell them
36
00:01:29,917 --> 00:01:31,667
you don't want to share.
And that's it.
37
00:01:31,792 --> 00:01:33,417
[Dylan] I'll try my
best. Thanks, mom.
38
00:01:33,542 --> 00:01:35,250
[Joel] Come on,
we got to go. Wrap it up.
39
00:01:35,333 --> 00:01:36,917
[Dylan] Dad, I wanna
keep talking to mom.
40
00:01:37,000 --> 00:01:37,833
[Joel] Shannon,
are you good to pick up
41
00:01:37,917 --> 00:01:39,000
at 4:00?
42
00:01:39,083 --> 00:01:41,874
What? No, uh, wait.
43
00:01:41,875 --> 00:01:44,917
We said Tuesday was your day,
and I have to work.
44
00:01:45,042 --> 00:01:47,375
[Joel] Jesus, Shan.
Like, I don't have to work.
45
00:01:47,458 --> 00:01:51,167
[sighs] I-it's just that
we talked about this.
46
00:01:51,250 --> 00:01:52,833
I can't just leave
whenever I want.
47
00:01:52,917 --> 00:01:54,417
[Joel] Shannon,
the mediator said
48
00:01:54,542 --> 00:01:56,583
you need to be more present.
But that's fine.
49
00:01:56,667 --> 00:01:59,167
I'll let her know
you can't make it, again.
50
00:01:59,292 --> 00:02:00,875
I'll make it work.
51
00:02:00,958 --> 00:02:02,000
[Joel] Yeah,
thanks for not making
52
00:02:02,042 --> 00:02:03,500
a big deal out of this, Shan.
53
00:02:03,583 --> 00:02:05,083
All right, Chief,
let's go. You ready?
54
00:02:05,167 --> 00:02:06,833
[Dylan] Tell mom
I said bye. Bye, mom.
55
00:02:06,958 --> 00:02:07,917
Have a good day at work.
56
00:02:08,000 --> 00:02:09,000
Hey, maybe I could...
57
00:02:09,083 --> 00:02:10,375
[scoffs]
58
00:02:12,542 --> 00:02:13,625
[sighs]
59
00:02:15,208 --> 00:02:18,250
[clattering]
60
00:02:24,708 --> 00:02:25,750
[exhales sharply]
61
00:02:29,042 --> 00:02:30,250
[sighs]
62
00:02:39,250 --> 00:02:40,458
[exhales sharply]
63
00:02:54,125 --> 00:02:56,083
[dial tone]
64
00:02:56,208 --> 00:02:57,667
[female IVR] Welcome to
Southwest Credit Union.
65
00:02:57,750 --> 00:02:59,667
Your security is our
number one priority,
66
00:02:59,750 --> 00:03:02,083
so this call may be
monitored for your safety.
67
00:03:02,167 --> 00:03:05,000
This branch is temporarily
operating at reduced hours.
68
00:03:05,083 --> 00:03:07,125
Southwest, thank you
for your patience.
69
00:03:12,583 --> 00:03:14,707
[rustling]
70
00:03:14,708 --> 00:03:15,833
Your business
is important to us.
71
00:03:15,917 --> 00:03:17,333
Please stay on the line
72
00:03:17,417 --> 00:03:19,250
and one of our associates
will be with...
73
00:03:19,333 --> 00:03:20,750
[Shannon] Hello Southwest
Credit. This is Shannon.
74
00:03:20,875 --> 00:03:22,458
Can I have your name, please?
75
00:03:22,542 --> 00:03:23,667
[man 1] Come on. I got one now.
76
00:03:23,708 --> 00:03:24,958
The only one of them.
77
00:03:25,042 --> 00:03:26,250
- [Richard] Hello.
- Hello.
78
00:03:26,333 --> 00:03:27,333
[Richard] No, no, man.
79
00:03:27,417 --> 00:03:28,292
No, I don't want one of those.
80
00:03:28,375 --> 00:03:30,000
I-I'm sorry, I-I can't.
81
00:03:30,083 --> 00:03:31,500
[Richard]
I just want your bag.
82
00:03:31,542 --> 00:03:33,417
Okay, right. You bring
it up, man. Hello.
83
00:03:33,500 --> 00:03:35,250
Yes, this is Southwest.
84
00:03:35,333 --> 00:03:36,292
[Richard]
Oh, yeah. Sorry.
85
00:03:36,375 --> 00:03:38,166
God, no. This dude.
86
00:03:38,167 --> 00:03:39,667
Oh, that's all right.
87
00:03:39,750 --> 00:03:42,625
[Richard]
I'm on the phone, man. God.
88
00:03:42,708 --> 00:03:44,292
Yeah. I'm sorry. What?
89
00:03:44,375 --> 00:03:46,000
Your-your name, please.
90
00:03:46,083 --> 00:03:47,333
[Richard]
Uh, Richard Bennett.
91
00:03:47,375 --> 00:03:48,292
All right. Thank you, man.
92
00:03:48,375 --> 00:03:49,375
Right. Hi, Richard.
93
00:03:49,458 --> 00:03:51,208
How can I help you today?
94
00:03:51,292 --> 00:03:52,792
[Richard]
I was trying to, you know,
95
00:03:52,875 --> 00:03:54,042
I was trying to book
a flight online,
96
00:03:54,167 --> 00:03:55,167
but it won't let me.
97
00:03:55,292 --> 00:03:57,707
Okay, let me see what I can do.
98
00:03:57,708 --> 00:04:00,042
I just need to verify
the account.
99
00:04:00,125 --> 00:04:02,125
Do you have the phone password?
100
00:04:02,208 --> 00:04:03,667
[Richard]
What?
101
00:04:03,750 --> 00:04:05,667
Th-there's a pass
phrase or-or we can try...
102
00:04:05,750 --> 00:04:11,042
[Richard] Damn. Um,
um, 9-1-1-4, I think.
103
00:04:11,125 --> 00:04:14,958
It's the 20 year anniversary
is my turn to plan something.
104
00:04:15,042 --> 00:04:17,542
That's something,
isn't it? Okay.
105
00:04:17,625 --> 00:04:20,042
Looks like I can enroll you
in the perks program
106
00:04:20,125 --> 00:04:21,958
right now, free of charge.
107
00:04:22,042 --> 00:04:23,667
[Richard] Oh, yeah.
I mean, I guess, yes, free.
108
00:04:23,792 --> 00:04:25,917
Yeah, whatever you
got to do, okay.
109
00:04:26,000 --> 00:04:27,750
And, sir, if you don't mind,
110
00:04:27,833 --> 00:04:30,167
there's a short survey
after we finish.
111
00:04:30,250 --> 00:04:32,333
It's not even two minutes.
112
00:04:32,375 --> 00:04:34,083
[Richard] Oh, y-yeah, yeah,
I get it. No problem.
113
00:04:34,208 --> 00:04:36,208
Thanks. That means a lot for us.
114
00:04:36,333 --> 00:04:39,625
Okay. You are all set.
115
00:04:39,708 --> 00:04:42,500
[Richard] Really.
Hey, that was easy.
116
00:04:42,583 --> 00:04:44,250
Yeah, we try to make
it that way.
117
00:04:44,375 --> 00:04:45,958
I used my perks
for Playa del Carmen.
118
00:04:46,042 --> 00:04:48,708
That was before kids ago.
So where are you going?
119
00:04:48,792 --> 00:04:50,250
[Richard] What the hell
are you doing, man?
120
00:04:50,333 --> 00:04:52,667
Come on. I'm moving it.
I said I'm...
121
00:04:52,750 --> 00:04:55,333
You see me walking
toward it right now?
122
00:04:55,417 --> 00:04:56,583
[alert buzzes]
123
00:04:59,125 --> 00:05:00,375
[Shannon] Oh, no.
124
00:05:01,792 --> 00:05:04,375
Sure, um, okay.
125
00:05:04,500 --> 00:05:08,500
[Shannon] Oh, this day is just
not starting off very well.
126
00:05:08,583 --> 00:05:09,917
You should use your breath.
127
00:05:13,542 --> 00:05:15,625
Breathe. I can hear you.
128
00:05:15,708 --> 00:05:18,000
You're, you're holding
your breath.
129
00:05:18,125 --> 00:05:19,791
- Am I?
- Yeah, I can hear.
130
00:05:19,792 --> 00:05:21,250
[breaths]
131
00:05:21,333 --> 00:05:24,250
Do you breathe with your belly.
132
00:05:24,333 --> 00:05:26,292
Short breaths are defensive.
133
00:05:26,375 --> 00:05:29,042
Affirmative communication
comes from...
134
00:05:29,125 --> 00:05:30,667
[inhales]
135
00:05:30,750 --> 00:05:33,000
[exhales]
136
00:05:33,042 --> 00:05:34,583
personal power coaching.
137
00:05:34,708 --> 00:05:35,792
Right?
138
00:05:35,875 --> 00:05:36,917
[Dave]
Like karate.
139
00:05:40,292 --> 00:05:42,167
My nephew does karate.
140
00:05:42,250 --> 00:05:44,208
It's all about breathing, right?
141
00:05:44,292 --> 00:05:45,958
I don't know.
I don't teach karate.
142
00:05:48,833 --> 00:05:51,625
I've been browsing through
the staff directories
143
00:05:51,708 --> 00:05:53,792
and I-I got to say,
you two seem like
144
00:05:53,875 --> 00:05:56,208
the most interesting
people here.
145
00:05:56,292 --> 00:05:58,707
And the only people here.
[chuckles]
146
00:05:58,708 --> 00:06:00,167
I guess it's good
they put us together.
147
00:06:00,250 --> 00:06:02,625
- [phone rings]
- The Three Amigos.
148
00:06:02,708 --> 00:06:04,333
Hello, Southwest Credit.
This is Shannon.
149
00:06:04,458 --> 00:06:06,625
How are you doing
today, Mrs. Miller?
150
00:06:06,708 --> 00:06:10,250
- Where's this Tom guy sit?
- You're at his desk.
151
00:06:10,333 --> 00:06:12,833
[Jamelia] He didn't
make his service.
152
00:06:12,875 --> 00:06:14,583
[phone ringing]
153
00:06:14,708 --> 00:06:16,250
Anything else I can do for you?
154
00:06:16,333 --> 00:06:17,458
[call end beep]
155
00:06:20,167 --> 00:06:21,667
[alert buzzes]
156
00:06:21,708 --> 00:06:23,917
[Dave] Thanks for calling
Southwest Credit Union.
157
00:06:24,042 --> 00:06:26,207
Come on, let's break.
158
00:06:26,208 --> 00:06:28,166
I-I got to get a few more in.
159
00:06:28,167 --> 00:06:30,333
- Sorry.
- Are you okay?
160
00:06:32,417 --> 00:06:34,208
Yeah, I'm not... I'm good.
161
00:06:34,292 --> 00:06:37,542
Yeah, I'm just here
providing a solid
162
00:06:37,667 --> 00:06:39,791
and reliable presence
in Dylan's life.
163
00:06:39,792 --> 00:06:42,417
And you are.
I can attest to that.
164
00:06:42,542 --> 00:06:43,958
Bring me into that court.
165
00:06:44,042 --> 00:06:45,750
I dress up real fancy.
166
00:06:47,667 --> 00:06:49,958
Please don't say that.
167
00:06:50,042 --> 00:06:51,042
[Dave] I'm very sorry.
168
00:06:52,292 --> 00:06:54,208
I'm so sorry. Nope. Yep.
169
00:06:54,292 --> 00:06:56,250
I will correct that right away.
170
00:06:56,333 --> 00:06:57,667
Hello, Southwest Credit.
This is Shannon.
171
00:06:57,792 --> 00:06:59,332
How are you doing today,
Mrs. Haywood?
172
00:06:59,333 --> 00:07:01,250
[Haywood]
It's Miss not Mrs.
173
00:07:01,333 --> 00:07:03,542
Oh, I'm sorry.
We can update that.
174
00:07:03,667 --> 00:07:05,083
[Haywood]
What time do you close?
175
00:07:05,208 --> 00:07:06,208
5:00 PM on weekdays?
176
00:07:06,209 --> 00:07:07,500
[Haywood] 5:00 PM?
177
00:07:07,583 --> 00:07:09,417
Yes. Is there
anything else I can do?
178
00:07:09,500 --> 00:07:12,042
[Haywood] Oh, good.
I can still make it.
179
00:07:12,125 --> 00:07:14,167
[Dave] Oh, sorry.
180
00:07:14,250 --> 00:07:15,375
What was your pass phrase again?
181
00:07:17,167 --> 00:07:18,957
Oh, oh, right, right, right,
right, right. Sorry.
182
00:07:18,958 --> 00:07:20,000
[Dave chuckles]
183
00:07:20,042 --> 00:07:21,000
[Jamelia] No, I-I haven't.
184
00:07:21,125 --> 00:07:22,917
It's-it's on my list.
185
00:07:23,000 --> 00:07:24,708
[Dave] Sorry.
Can you say that again?
186
00:07:24,792 --> 00:07:27,917
It's just my-my, my headset's
getting a little funky.
187
00:07:33,750 --> 00:07:34,917
[Pilar] Good morning, Jamelia.
188
00:07:35,000 --> 00:07:36,458
[Jamelia] Good morning.
[Pilar] Shannon.
189
00:07:36,542 --> 00:07:38,000
We're gonna get
those survey numbers up.
190
00:07:38,042 --> 00:07:39,750
Yes? Great.
191
00:07:39,875 --> 00:07:42,292
Good morning, Dave. Let's
have a great first day.
192
00:07:42,375 --> 00:07:43,833
[Dave] Will do, boss.
193
00:07:43,958 --> 00:07:45,417
I mean, yes, ma'am.
194
00:07:45,542 --> 00:07:47,625
[Jamelia] Southwest Credit
Union. This is Jamelia.
195
00:07:49,375 --> 00:07:50,750
Sure, if I may.
196
00:07:52,750 --> 00:07:53,750
Great.
197
00:07:55,000 --> 00:07:56,250
[phone ringing]
198
00:07:56,375 --> 00:07:59,042
Okay. Can I get
your pass phrase?
199
00:07:59,125 --> 00:08:00,333
Hello, Southwest Credit.
200
00:08:00,375 --> 00:08:02,000
This is Shannon.
How may I help you?
201
00:08:02,083 --> 00:08:03,625
[Terrance] Yeah,
I gotta talk to somebody
202
00:08:03,708 --> 00:08:05,500
about this overdraft
fee I got here.
203
00:08:05,542 --> 00:08:07,167
[Shannon] Okay.
204
00:08:07,333 --> 00:08:08,500
[Jamelia] Right. I see it now.
205
00:08:08,583 --> 00:08:10,417
[Terrance] Hello? Hello?
206
00:08:10,500 --> 00:08:12,500
Is somebody there? Hello?
207
00:08:12,542 --> 00:08:16,000
Oh, yes. Sorry. Um..
Hi, Southwest Credit.
208
00:08:16,042 --> 00:08:17,667
This is Shannon.
How can I help you?
209
00:08:17,708 --> 00:08:19,667
[Terrance] Yep,
you said that part already.
210
00:08:19,750 --> 00:08:21,333
I'm sorry if I'm troubling you
211
00:08:21,375 --> 00:08:23,500
with my phone call today.
212
00:08:23,625 --> 00:08:25,417
[Joel] If we can't
count on you to show up,
213
00:08:25,542 --> 00:08:27,167
what do you expect
a mediator to do?
214
00:08:27,208 --> 00:08:28,333
I told you, it's not easy.
215
00:08:28,458 --> 00:08:29,792
I need to get approval
from my boss.
216
00:08:29,875 --> 00:08:31,708
[Joel]
Why would you ask for mediation
217
00:08:31,792 --> 00:08:33,833
if you're not even gonna
show up? It wasn't my idea.
218
00:08:33,917 --> 00:08:36,833
[sighs] It's just I'm
trying to find balance
219
00:08:36,917 --> 00:08:38,625
and I just wish you
would understand that.
220
00:08:38,708 --> 00:08:40,042
[Joel]
I'm just saying, Shan,
221
00:08:40,167 --> 00:08:41,417
if you don't get it together,
222
00:08:41,500 --> 00:08:42,583
things might not turn out
223
00:08:42,667 --> 00:08:43,625
the way you want them.
224
00:08:43,708 --> 00:08:45,083
What is that supposed to mean?
225
00:08:45,167 --> 00:08:47,167
[Joel] You don't
get everything by default.
226
00:08:47,208 --> 00:08:48,167
He's my son too.
227
00:08:48,250 --> 00:08:49,667
Hey, can't talk right now.
228
00:08:49,708 --> 00:08:50,583
We can talk about this later.
I got to go.
229
00:08:50,667 --> 00:08:51,708
Did you get my memo?
230
00:08:53,625 --> 00:08:54,750
Surveys on track?
231
00:08:54,833 --> 00:08:57,292
Yeah. Hi, How are you?
232
00:08:57,375 --> 00:08:59,917
Our CSAT numbers
are grim this month.
233
00:09:00,042 --> 00:09:03,375
They want us to do twice as
much with half the staff.
234
00:09:03,458 --> 00:09:05,333
I think it's more about
the state of the world
235
00:09:05,458 --> 00:09:06,542
and less about us.
236
00:09:06,625 --> 00:09:08,958
But that's what they look at.
237
00:09:09,042 --> 00:09:12,042
Right. Surveys, it's
complicated. [chuckles]
238
00:09:13,917 --> 00:09:15,917
You hit your number, I hit mine.
239
00:09:17,875 --> 00:09:19,792
And maybe we won't have
to let someone else go.
240
00:09:21,833 --> 00:09:23,917
Couldn't be simpler than that.
241
00:09:24,000 --> 00:09:26,792
I understand that.
I'm-I'm working on it.
242
00:09:33,042 --> 00:09:34,083
[sighs]
243
00:09:36,042 --> 00:09:37,833
[Shannon] Hello, Southwest
Credit. This is Shannon.
244
00:09:37,917 --> 00:09:39,625
May I have your name, please?
245
00:09:39,708 --> 00:09:40,667
[man 1]
Are you guys hiring?
246
00:09:40,750 --> 00:09:41,750
[Shannon] Excuse me.
247
00:09:41,833 --> 00:09:42,958
[man 1] Yes, I lost my job.
248
00:09:43,042 --> 00:09:44,333
I'm out of work,
249
00:09:44,458 --> 00:09:45,417
and I drive by there every day,
250
00:09:45,500 --> 00:09:46,375
and I thought maybe I'd call.
251
00:09:46,458 --> 00:09:48,000
I'll transfer you
252
00:09:48,083 --> 00:09:49,417
to the appropriate department.
You can leave a message.
253
00:09:49,500 --> 00:09:50,333
[man 1]
Oh, thank you very much.
254
00:09:50,375 --> 00:09:51,625
[alert buzzes]
255
00:09:53,292 --> 00:09:55,000
Oh, sure, no problem.
256
00:09:55,125 --> 00:09:56,833
Now do you have your
four digit pass code?
257
00:09:56,958 --> 00:09:58,042
[Shannon] And if
you wouldn't mind,
258
00:09:58,125 --> 00:09:59,333
there's a survey
at the end of the call.
259
00:09:59,417 --> 00:10:00,292
[Gomez] Survey?
260
00:10:00,375 --> 00:10:01,542
Yes.
261
00:10:01,625 --> 00:10:02,583
[Gomez] Sure. Have a great day.
262
00:10:02,667 --> 00:10:04,333
Really appreciate that. Okay.
263
00:10:04,417 --> 00:10:07,000
You have a great rest of your
day too, Mrs. Gomez. Buh-bye.
264
00:10:07,042 --> 00:10:08,042
[Gomez] Okay.
265
00:10:08,167 --> 00:10:09,917
[alert buzzes]
266
00:10:10,000 --> 00:10:13,417
[Dave] It is my first day.
How-how-how could you tell?
267
00:10:13,500 --> 00:10:16,333
Great. Thank you. Bye.
268
00:10:16,375 --> 00:10:17,917
Yeah. Thank you.
269
00:10:18,042 --> 00:10:19,750
[phone rings]
270
00:10:19,833 --> 00:10:21,833
Uh, hello, Southwest Credit.
Can I have your name, please?
271
00:10:21,875 --> 00:10:25,000
[Nicholas panting]
Nicholas.
272
00:10:25,083 --> 00:10:27,708
Hi, Nicholas. My name is
Shannon. How can I help you?
273
00:10:27,792 --> 00:10:29,000
[Nicholas]
Look, we're in trouble.
274
00:10:29,042 --> 00:10:31,000
My wife, she's had an accident.
275
00:10:31,083 --> 00:10:33,042
I don't know what to
do. It's her account.
276
00:10:33,125 --> 00:10:35,000
Oh, I-I'm so sorry
to hear that, sir.
277
00:10:35,042 --> 00:10:37,750
Okay. Can I get your
wife's name, please?
278
00:10:37,833 --> 00:10:42,542
[Nicholas]
Maggie Haywood. H-A-Y-W-O-O-D.
279
00:10:42,708 --> 00:10:44,708
And we're... I'm outside
the hospital.
280
00:10:44,792 --> 00:10:46,292
I don't know what she needs.
281
00:10:46,375 --> 00:10:48,208
The insurance. I-I called them.
282
00:10:48,375 --> 00:10:50,083
Oh, no, no, no. Take-take
your time. That's okay.
283
00:10:50,167 --> 00:10:52,458
[Nicholas] They'll
cover it fully, at least.
284
00:10:52,542 --> 00:10:54,042
They need some
sort of collateral.
285
00:10:54,125 --> 00:10:56,042
I'm sure hearing this
all the time,
286
00:10:56,125 --> 00:10:59,417
but, uh, it's just
when it happens to you.
287
00:10:59,500 --> 00:11:02,167
That sounds really difficult.
I'll help as fast as I can.
288
00:11:02,250 --> 00:11:04,292
[Nicholas] I don't know if this
is what I'm supposed to do,
289
00:11:04,375 --> 00:11:06,541
but you've always been
good to us in the past.
290
00:11:06,542 --> 00:11:08,333
Okay, you are listed
as a contact.
291
00:11:08,417 --> 00:11:10,708
I just need the pass phrase.
292
00:11:10,833 --> 00:11:11,750
[Nicholas]
Pass phrase?
293
00:11:11,875 --> 00:11:13,083
Password on the account.
294
00:11:15,333 --> 00:11:17,083
S-sir?
295
00:11:18,500 --> 00:11:20,750
Sir?
296
00:11:20,875 --> 00:11:22,458
[Nicholas] Sorry,
I'm just trying to think
297
00:11:22,542 --> 00:11:24,041
everything that's going on.
298
00:11:24,042 --> 00:11:27,042
O-o-okay, no problem.
I totally understand.
299
00:11:27,125 --> 00:11:28,583
I mean, if it was
a joint account,
300
00:11:28,708 --> 00:11:29,792
you'd both be able to,
you know...
301
00:11:29,875 --> 00:11:32,000
[Nicholas]
Maybe it's 1015.
302
00:11:32,125 --> 00:11:34,792
That's, that's a big thing
important to her.
303
00:11:37,417 --> 00:11:40,917
I'm sorry, not that one.
304
00:11:41,000 --> 00:11:42,250
[Nicholas]
I don't know.
305
00:11:42,375 --> 00:11:45,125
Okay, let's try something else.
306
00:11:45,208 --> 00:11:47,583
Can I have your address?
307
00:11:47,667 --> 00:11:50,792
[Nicholas]
33, Lakewood Lane Clifton.
308
00:11:51,875 --> 00:11:53,417
Okay. Her date of birth.
309
00:11:53,500 --> 00:11:55,167
[Nicholas]
June 14th, 1982.
310
00:11:57,208 --> 00:11:58,875
Okay. Childhood pets.
311
00:11:59,000 --> 00:12:00,375
[Nicholas] Oh, Jesus.
312
00:12:00,458 --> 00:12:04,958
Um, I think, Lucy, maybe.
313
00:12:05,042 --> 00:12:06,000
It's okay.
314
00:12:07,833 --> 00:12:09,542
That's good.
315
00:12:09,625 --> 00:12:13,750
[Nicholas] I-I-I think,
I got to go back in.
316
00:12:16,000 --> 00:12:16,833
Hello?
317
00:12:16,875 --> 00:12:18,250
Yeah, I know. I'm sorry.
318
00:12:18,333 --> 00:12:19,917
It's asking me
for the pass phrase again.
319
00:12:21,667 --> 00:12:23,417
Could you ask her, maybe?
320
00:12:26,375 --> 00:12:27,750
[Nicholas] She-she can't.
321
00:12:27,833 --> 00:12:29,042
It's bad, Shannon.
322
00:12:30,625 --> 00:12:32,333
Um, let me speak with someone.
323
00:12:32,458 --> 00:12:36,000
If we get disconnected,
just ask for me, Shannon.
324
00:12:36,125 --> 00:12:37,625
[Nicholas] Okay. Just Shannon?
325
00:12:37,708 --> 00:12:39,000
Uh, Shannon Cooper.
326
00:12:39,042 --> 00:12:40,417
You can dial
my direct extension,
327
00:12:40,500 --> 00:12:42,458
which is 8-5-8-5.
328
00:12:42,542 --> 00:12:44,833
[Nicholas] Thank you.
329
00:12:44,875 --> 00:12:46,458
God, our daughter's
freaking out right now.
330
00:12:47,917 --> 00:12:49,125
Yeah. Kids are tough.
331
00:12:51,958 --> 00:12:54,000
[Nicholas]
Do you have kids?
332
00:12:54,042 --> 00:12:55,125
I do.
333
00:12:55,208 --> 00:12:57,958
A boy, he's gonna
be 10 this month.
334
00:12:58,042 --> 00:13:00,707
[Nicholas]
That's... that's wonderful.
335
00:13:00,708 --> 00:13:01,667
What a great age.
336
00:13:01,750 --> 00:13:03,042
Thanks. Yeah, he's special.
337
00:13:03,167 --> 00:13:05,542
[Nicholas] Hey.
Hey. What's going on?
338
00:13:05,667 --> 00:13:07,542
You're moving her?
339
00:13:07,625 --> 00:13:10,292
Where? What's going on?
340
00:13:10,375 --> 00:13:12,833
I'm still on the phone.
Wait, wait.
341
00:13:16,167 --> 00:13:18,042
[phone ringing]
342
00:13:25,500 --> 00:13:27,708
[Dave] Thank you for calling
Southwest Credit Union.
343
00:13:27,792 --> 00:13:30,000
This is Dave. How may I help?
344
00:13:32,667 --> 00:13:34,750
[sighs]
345
00:13:34,833 --> 00:13:37,792
[indistinct chatter]
346
00:13:42,333 --> 00:13:47,167
[knocking] Excuse me... Uh,
I just need you to...
347
00:13:49,292 --> 00:13:51,792
Uh... Uh...
348
00:13:51,875 --> 00:13:53,333
[phone ringing]
349
00:13:57,625 --> 00:14:01,500
So for that you will have
to come into the branch.
350
00:14:01,583 --> 00:14:02,625
Yes.
351
00:14:02,750 --> 00:14:05,124
[phone ringing]
352
00:14:05,125 --> 00:14:07,083
[Dave]
That is a serious issue.
353
00:14:07,167 --> 00:14:09,750
Hello, Southwest Credit. This is
Shannon. How may I help you?
354
00:14:09,833 --> 00:14:11,167
[Robert] Uh, yes, hello.
355
00:14:11,208 --> 00:14:13,583
I ordered some checks
at your branch.
356
00:14:13,667 --> 00:14:15,957
I actually came in
and ordered them in person,
357
00:14:15,958 --> 00:14:18,833
which was probably
my first mistake.
358
00:14:18,917 --> 00:14:21,042
And they came in the mail
just the other day,
359
00:14:21,208 --> 00:14:22,792
and they're the wrong checks.
360
00:14:22,875 --> 00:14:24,792
These checks, look,
they're an island,
361
00:14:24,875 --> 00:14:26,541
but they look like a toilet.
362
00:14:26,542 --> 00:14:28,333
Sir, I'm sorry, if you're
order from the branch,
363
00:14:28,417 --> 00:14:29,917
you'll just have to speak
with them directly.
364
00:14:30,000 --> 00:14:30,875
[Robert] What,
I'm supposed to go back
365
00:14:30,958 --> 00:14:31,958
to these people?
366
00:14:32,042 --> 00:14:33,167
I-I'm sorry. I-I just can't.
367
00:14:33,250 --> 00:14:34,125
Just try that.
368
00:14:34,208 --> 00:14:35,667
[Robert] I don't understand.
369
00:14:35,792 --> 00:14:38,583
[monitor beeping]
370
00:14:41,417 --> 00:14:42,625
Hello.
371
00:14:42,708 --> 00:14:43,667
[Nicholas] Oh, God.
372
00:14:43,792 --> 00:14:46,833
I, uh, I got disconnected.
373
00:14:46,875 --> 00:14:48,500
Oh, it's fine. Is she okay?
374
00:14:48,583 --> 00:14:49,958
[Nicholas]
No, I don't know.
375
00:14:50,042 --> 00:14:52,041
She just dropped.
376
00:14:52,042 --> 00:14:55,500
[sighs]
W-w-w-what is it?
377
00:14:55,583 --> 00:14:57,958
[Nicholas]
She needs surgery.
378
00:14:58,042 --> 00:14:59,167
They're asking me
to make a decision.
379
00:14:59,250 --> 00:15:00,708
I'm stuck at the front desk.
380
00:15:00,792 --> 00:15:03,000
I can't even go in there.
381
00:15:03,083 --> 00:15:05,832
So, what are they asking for?
382
00:15:05,833 --> 00:15:07,625
[Nicholas] We don't
have enough savings.
383
00:15:07,708 --> 00:15:12,500
Her business account.
I'm thinking, maybe some way.
384
00:15:12,583 --> 00:15:15,125
Uh, this is so embarrassing.
385
00:15:15,208 --> 00:15:19,792
- Sure, it'll be automatic.
- Uh, and we can't speak to her.
386
00:15:19,917 --> 00:15:21,417
[Nicholas]
No, I have her phone.
387
00:15:21,500 --> 00:15:22,833
I have everything.
388
00:15:22,875 --> 00:15:25,083
I just...
389
00:15:25,167 --> 00:15:27,125
Okay, I-I'm still waiting
to hear back from my manager.
390
00:15:27,208 --> 00:15:29,375
Just please hang in there.
391
00:15:29,458 --> 00:15:31,875
[Nicholas] God, w-what
do I tell our daughter?
392
00:15:31,958 --> 00:15:33,167
I mean, if you need to call her,
393
00:15:33,250 --> 00:15:34,917
I'll let you know
as soon as we hear.
394
00:15:35,000 --> 00:15:35,792
[Nicholas] No, no, no.
Wait, wait, wait.
395
00:15:35,875 --> 00:15:36,833
Don't, don't hang up.
396
00:15:36,917 --> 00:15:38,333
Please, I just...
397
00:15:38,417 --> 00:15:39,708
I don't want to get
lost in the system.
398
00:15:39,792 --> 00:15:41,167
Please, Shannon. Please.
399
00:15:41,292 --> 00:15:42,832
No, no. Of course. Of course.
400
00:15:42,833 --> 00:15:45,000
I am not going anywhere.
401
00:15:45,042 --> 00:15:46,917
[Nicholas] No offense,
but I've heard that before.
402
00:15:49,167 --> 00:15:51,333
I'm not trying to be
difficult. It isn't you.
403
00:15:51,417 --> 00:15:54,167
It's just that I've gotten
a lot of empty promises
404
00:15:54,292 --> 00:15:56,750
from a lot of people lately.
405
00:15:56,875 --> 00:15:58,958
It's hard.
406
00:15:59,042 --> 00:16:00,333
It's a hard feeling.
407
00:16:00,417 --> 00:16:01,375
So helpless.
408
00:16:03,542 --> 00:16:05,875
I-I just don't know
what to do, Shannon.
409
00:16:05,958 --> 00:16:08,333
[monitor beeping]
410
00:16:08,417 --> 00:16:09,375
Shannon?
411
00:16:13,417 --> 00:16:15,000
So what's her name?
412
00:16:15,083 --> 00:16:16,875
Your daughter?
413
00:16:16,958 --> 00:16:18,333
[Nicholas] Willow.
414
00:16:18,417 --> 00:16:20,958
I know.
It's very Earth child.
415
00:16:21,042 --> 00:16:22,375
No, that's beautiful.
416
00:16:22,542 --> 00:16:24,167
How old is she?
417
00:16:24,250 --> 00:16:27,000
[Nicholas] Teenager.
She's a handful.
418
00:16:27,083 --> 00:16:30,708
But now I, I wish
I'd just spent more time
419
00:16:30,792 --> 00:16:32,583
with her when she was a kid.
420
00:16:32,667 --> 00:16:35,500
I don't know how I'd ever...
421
00:16:35,583 --> 00:16:39,167
Mmm, you sound like
a good dad, Nicholas.
422
00:16:39,250 --> 00:16:42,333
[Nicholas]
I just feel so alone.
423
00:16:42,417 --> 00:16:44,792
Jesus. I'm sorry.
424
00:16:44,875 --> 00:16:47,208
I-I shouldn't be
putting this on you.
425
00:16:47,333 --> 00:16:53,833
No, no. Listen, um, I, uh, I
feel the same way sometimes too.
426
00:16:53,917 --> 00:16:56,125
It's not easy.
427
00:16:56,208 --> 00:16:58,125
[Nicholas]
You're not married?
428
00:16:58,208 --> 00:17:01,833
Uh, well, I am,
but it's complicated.
429
00:17:01,917 --> 00:17:05,625
[Nicholas] It's tough
holding it together.
430
00:17:05,708 --> 00:17:08,250
Kids are easy compared
to relationships.
431
00:17:08,375 --> 00:17:10,167
Yeah.
432
00:17:10,250 --> 00:17:14,500
[Nicholas] Well,
your son, he's lucky.
433
00:17:14,542 --> 00:17:17,875
Oh, tha-that's not what
the teachers think. [chuckles]
434
00:17:18,000 --> 00:17:21,125
At St. Norbert's, most moms
pick up their kids for lunch.
435
00:17:21,208 --> 00:17:24,292
I don't even make it
to soccer practice.
436
00:17:24,375 --> 00:17:25,750
I-I'm sorry. I didn't mean to...
437
00:17:25,833 --> 00:17:27,375
[Nicholas]
No, no, no, no.
438
00:17:27,500 --> 00:17:31,333
Thank you for actually
talking to me like a human.
439
00:17:32,042 --> 00:17:34,333
Hmm.
440
00:17:34,375 --> 00:17:36,417
[Nicholas] I'm-I'm
still waiting.
441
00:17:36,542 --> 00:17:39,042
She's talking to someone.
I don't know.
442
00:17:39,125 --> 00:17:40,500
Wait, wait, wait,
wait. Don't. Please.
443
00:17:40,625 --> 00:17:42,167
They're taking her.
They're, they're not.
444
00:17:42,250 --> 00:17:45,957
No. I am working.
I am trying to... What?
445
00:17:45,958 --> 00:17:48,208
Please, Please.
Give me more time.
446
00:17:48,375 --> 00:17:50,333
She's working.
She's trying to get me.
447
00:17:50,417 --> 00:17:51,833
Hey, can I get your pass phrase?
448
00:17:51,958 --> 00:17:53,500
[Nicholas]
Please. I am begging you.
449
00:17:53,625 --> 00:17:56,250
What? Nobody cares?
Nobody cares?
450
00:17:56,333 --> 00:17:58,250
My wife is a human being.
451
00:17:58,333 --> 00:18:00,000
I'll get you what you need.
452
00:18:00,125 --> 00:18:03,167
I am trying, okay? I'm trying.
453
00:18:03,250 --> 00:18:05,583
Please give me more time.
454
00:18:05,708 --> 00:18:07,000
Give me more time.
455
00:18:07,083 --> 00:18:10,458
Please. She's my wife, stop!
456
00:18:10,542 --> 00:18:12,167
I got to go.
I got a big problem.
457
00:18:12,208 --> 00:18:15,458
Wait, wait, um...
458
00:18:18,083 --> 00:18:19,333
I was able to speak
with someone.
459
00:18:19,375 --> 00:18:22,167
[Nicholas] Oh, God.
Thank you.
460
00:18:22,250 --> 00:18:25,957
Thank you, Shannon. Thank you.
461
00:18:25,958 --> 00:18:28,625
Oh, God. Thank you.
462
00:18:28,708 --> 00:18:29,958
She's trying to
get me the money.
463
00:18:30,042 --> 00:18:32,000
What do you need us to do?
464
00:18:32,042 --> 00:18:34,208
[Nicholas]
I have an account number.
465
00:18:34,333 --> 00:18:37,208
Can you come to the branch?
466
00:18:37,333 --> 00:18:38,500
[Nicholas]
Which branch are you at?
467
00:18:38,542 --> 00:18:40,167
Newton Square.
468
00:18:40,208 --> 00:18:42,833
[Nicholas] No.
No, that's too far.
469
00:18:42,875 --> 00:18:45,333
Is there any way we
could do this on the phone?
470
00:18:47,000 --> 00:18:49,125
I can't leave her, Shannon.
471
00:18:49,208 --> 00:18:50,708
Okay, uh, let me
figure this out.
472
00:18:50,792 --> 00:18:52,833
How much do they need exactly?
473
00:18:52,917 --> 00:18:56,417
[Nicholas] It's $20,000.
That's just a deposit.
474
00:18:56,500 --> 00:18:58,750
Okay, so there's only
$19,000 in the account,
475
00:19:00,417 --> 00:19:02,792
but you can overdraft
if you need to.
476
00:19:02,875 --> 00:19:04,333
[Nicholas] Okay. Yeah.
477
00:19:04,417 --> 00:19:06,833
I think we'll need
to whatever it takes.
478
00:19:06,917 --> 00:19:07,958
[keys clicking]
479
00:19:08,042 --> 00:19:09,250
[beeps]
480
00:19:10,667 --> 00:19:11,667
[alert chimes]
481
00:19:11,708 --> 00:19:13,791
Okay, uh, can you
write this down?
482
00:19:13,792 --> 00:19:18,000
[Shannon] 0-6-2-B-E-8-8.
483
00:19:18,083 --> 00:19:19,250
That's your verification code.
484
00:19:19,333 --> 00:19:20,500
If anything comes up,
485
00:19:20,542 --> 00:19:22,167
I'll connect you
with the secure line.
486
00:19:22,250 --> 00:19:25,000
All you have to do
is give them that number.
487
00:19:25,083 --> 00:19:27,250
It shouldn't be that
long. I promise.
488
00:19:27,333 --> 00:19:29,167
[Nicholas] Thank you.
Really, Shannon.
489
00:19:29,292 --> 00:19:32,167
Thank you. You're
saving my life.
490
00:19:32,208 --> 00:19:37,207
That's... Thank you
and good luck.
491
00:19:37,208 --> 00:19:40,333
I'm sure things will work out.
492
00:19:40,417 --> 00:19:43,333
Good things happen
to good people.
493
00:19:43,417 --> 00:19:44,792
[Nicholas]
I hope you're right.
494
00:19:44,875 --> 00:19:45,917
[alert buzzes]
495
00:19:47,375 --> 00:19:48,833
[sighs]
496
00:19:55,042 --> 00:19:56,500
[alert chimes]
497
00:20:03,708 --> 00:20:05,333
[beeps]
498
00:20:05,417 --> 00:20:08,542
[Jamelia] The sound of success.
499
00:20:08,667 --> 00:20:12,042
You know, you really would
have been a great therapist.
500
00:20:12,125 --> 00:20:13,292
[Jamelia] I mean, you listen...
501
00:20:15,667 --> 00:20:18,417
because I bet you could do
a lot more than collect service,
502
00:20:18,500 --> 00:20:20,542
plus be a lot less jittery.
503
00:20:20,708 --> 00:20:22,833
I-I think I just had
a little too much coffee
504
00:20:22,875 --> 00:20:25,042
this morning.
505
00:20:25,125 --> 00:20:26,833
[Pilar] Shannon,
my office, please.
506
00:20:49,875 --> 00:20:51,583
W-what is it?
507
00:20:51,667 --> 00:20:52,625
Your request?
508
00:20:54,708 --> 00:20:58,208
The 30th and every
subsequent Monday.
509
00:20:58,292 --> 00:21:01,458
Oh, right. Yes. Um, I'm sorry.
510
00:21:01,542 --> 00:21:04,417
I-it's, it's just
for the next two months.
511
00:21:04,500 --> 00:21:06,833
Well, it can't be outside
core office hours.
512
00:21:06,917 --> 00:21:09,167
I tried to move it and I did.
513
00:21:09,250 --> 00:21:11,458
It's, there's no other time.
514
00:21:11,542 --> 00:21:14,292
[sighs] Like, you realize
the position I'm in here.
515
00:21:14,375 --> 00:21:18,333
I mean, let me start over.
516
00:21:18,417 --> 00:21:20,542
You received
your performance plan.
517
00:21:20,625 --> 00:21:24,417
Yes, this job is the most
important thing to me.
518
00:21:24,500 --> 00:21:26,875
I'm glad. But the
plan has targets.
519
00:21:28,792 --> 00:21:31,500
50 new accounts, 85%
customer satisfaction, 20%...
520
00:21:31,625 --> 00:21:34,458
I know the plan, Shannon.
521
00:21:34,542 --> 00:21:36,792
[Pilar] I'm asking
what your plan is.
522
00:21:39,583 --> 00:21:41,333
[inhales]
523
00:21:41,375 --> 00:21:44,958
Listen, I can just
give you a reference
524
00:21:45,042 --> 00:21:48,417
like I did with Tom,
but we're out of options here.
525
00:21:50,333 --> 00:21:54,792
It... It's the mediator
schedule.
526
00:21:54,875 --> 00:21:57,542
[sighs] Joel and I
are getting separated.
527
00:21:59,708 --> 00:22:02,042
Okay, I get it.
528
00:22:02,125 --> 00:22:05,250
I went through mine
10 years ago.
529
00:22:05,333 --> 00:22:06,833
- It was help.
- Yeah, yeah.
530
00:22:06,917 --> 00:22:09,583
And I'm so sorry that I've
been so distracted, yeah.
531
00:22:09,667 --> 00:22:12,250
But we're good now. It's not
gonna affect my work, I promise.
532
00:22:12,333 --> 00:22:14,042
I just, just need a little help.
533
00:22:15,833 --> 00:22:18,375
[sighs] You see this?
534
00:22:23,583 --> 00:22:25,167
I was starting out.
535
00:22:25,208 --> 00:22:28,458
Like you, but at
the desk up front,
536
00:22:28,542 --> 00:22:29,958
when people actually came in.
537
00:22:31,958 --> 00:22:35,167
And this guy, having a bad week,
538
00:22:35,250 --> 00:22:37,500
thought he could rob us
with a steak knife.
539
00:22:38,750 --> 00:22:41,500
And he grabbed me,
and he told them
540
00:22:41,583 --> 00:22:43,625
that if he didn't
open up the back,
541
00:22:43,708 --> 00:22:44,875
he was gonna push it through.
542
00:22:48,125 --> 00:22:49,667
That's not even the worst part.
543
00:22:49,792 --> 00:22:54,083
[scoffs] I saw hesitation
in my manager's eyes.
544
00:22:56,250 --> 00:22:59,333
And he didn't
succeed, obviously.
545
00:22:59,458 --> 00:23:02,333
But for me, this is a reminder,
546
00:23:02,375 --> 00:23:03,583
what it took to get here.
547
00:23:05,833 --> 00:23:07,500
Because there are plenty
of other people
548
00:23:07,583 --> 00:23:09,500
[Pilar] who are just
as competent,
549
00:23:09,583 --> 00:23:12,083
who don't have
all the distractions.
550
00:23:12,208 --> 00:23:16,125
And as unfair
as all of that seems,
551
00:23:16,208 --> 00:23:17,874
it's like that way for a reason.
552
00:23:17,875 --> 00:23:20,125
I just, these sessions,
I really need to...
553
00:23:20,208 --> 00:23:24,167
I'm sure holding down
a-a stable job doesn't hurt.
554
00:23:24,250 --> 00:23:27,500
So, yeah, your mediator
is essential,
555
00:23:27,583 --> 00:23:31,333
but so is hitting your plan.
556
00:23:31,417 --> 00:23:33,625
- Am I making myself clear?
- Yeah.
557
00:23:35,875 --> 00:23:38,625
[breathes deeply]
558
00:23:42,667 --> 00:23:43,792
Is there something else?
559
00:23:47,875 --> 00:23:48,875
No.
560
00:23:51,833 --> 00:23:52,917
[sighs]
561
00:23:58,917 --> 00:24:00,083
[sighs]
562
00:24:02,417 --> 00:24:05,417
[indistinct chatter]
563
00:24:08,500 --> 00:24:12,625
[Jamelia] There was
a large transaction yesterday.
564
00:24:14,292 --> 00:24:17,000
That's why it was
flagged. Listen...
565
00:24:17,042 --> 00:24:18,667
Yeah, I... Yeah, I can...
566
00:24:20,500 --> 00:24:22,750
Yes, I'm looking
at it now, Mrs. Haywood.
567
00:24:22,833 --> 00:24:27,375
No, no, let me check
a few things. Okay.
568
00:24:27,458 --> 00:24:29,417
Take a breath. Calm down.
569
00:24:29,500 --> 00:24:31,000
[Maggie] Don't tell me
to calm down.
570
00:24:31,042 --> 00:24:33,583
Okay. Thanks for
your patience. Hold on.
571
00:24:36,708 --> 00:24:40,250
This lady is not
having a good day.
572
00:24:40,333 --> 00:24:42,208
Well, maybe I can speak to her.
573
00:24:42,292 --> 00:24:44,833
- You don't want to jump on this.
- Oh, it's nothing.
574
00:24:44,917 --> 00:24:47,042
It's for the fraud department.
Let them handle it.
575
00:24:47,125 --> 00:24:48,792
No, I-I think I spoke
to her earlier, it's...
576
00:24:53,917 --> 00:24:57,499
Okay. Doubt you'll get
a survey out of it.
577
00:24:57,500 --> 00:25:00,000
Fire away.
578
00:25:00,083 --> 00:25:02,875
[phone ringing]
579
00:25:13,000 --> 00:25:13,875
[Maggie] Hello?
580
00:25:15,667 --> 00:25:18,500
Are you there? Hello?
581
00:25:18,583 --> 00:25:21,333
Yes. Um, sorry.
Good morning, Mrs. Haywood.
582
00:25:21,375 --> 00:25:22,333
[child] Mom?
583
00:25:22,458 --> 00:25:23,583
[Maggie] Hold on.
584
00:25:23,667 --> 00:25:25,333
I'll take a look in a minute.
585
00:25:25,417 --> 00:25:28,500
Okay. Who is this?
The manager?
586
00:25:28,583 --> 00:25:32,292
Are you okay?
Are you feeling better?
587
00:25:32,375 --> 00:25:33,375
[Maggie] What?
588
00:25:33,458 --> 00:25:34,792
No, I-I just thought...
589
00:25:34,875 --> 00:25:36,667
[Maggie] Obviously,
I'm not okay.
590
00:25:36,750 --> 00:25:38,542
I just explained this
to the last person.
591
00:25:38,625 --> 00:25:40,333
This is Maggie Haywood.
592
00:25:40,417 --> 00:25:42,542
Your husband
is Nicholas Haywood?
593
00:25:42,667 --> 00:25:44,542
[Maggie] We're really
starting over?
594
00:25:44,667 --> 00:25:46,875
I... I'm sorry.
I'm just trying to understand.
595
00:25:46,958 --> 00:25:49,708
I-I thought you were
in an emergency.
596
00:25:49,792 --> 00:25:52,833
Something with,
with the insurance.
597
00:25:52,875 --> 00:25:55,917
[Maggie] What are you
talking about?
598
00:25:56,000 --> 00:25:59,833
[sighs] Uh, are you
at the hospital now?
599
00:25:59,917 --> 00:26:03,125
[Maggie] What? Look,
I don't know what's going on.
600
00:26:03,208 --> 00:26:05,000
I am locked out of my account.
601
00:26:05,125 --> 00:26:08,000
How am I supposed
to run my business?
602
00:26:08,083 --> 00:26:11,417
Can you help me, or do you need
to transfer me to a manager?
603
00:26:11,542 --> 00:26:13,083
Uh, no, I can help you,
Mrs. Haywood.
604
00:26:13,167 --> 00:26:16,000
It looks like your
account's been flagged
605
00:26:16,125 --> 00:26:17,583
for suspicious activity.
606
00:26:17,667 --> 00:26:19,500
[Maggie] Okay, well, what
does that mean?
607
00:26:19,583 --> 00:26:21,917
Well, i-it's actually
completely normal
608
00:26:22,042 --> 00:26:24,333
when a sizable transfer
has been initiated
609
00:26:24,375 --> 00:26:26,500
for, for the account
to be flagged.
610
00:26:26,542 --> 00:26:29,000
[Maggie] Hold on.
611
00:26:29,083 --> 00:26:30,083
What transfer?
612
00:26:32,875 --> 00:26:37,750
There was a withdrawal
today with an overdraft.
613
00:26:37,833 --> 00:26:40,875
[Maggie] What? By who?
614
00:26:41,000 --> 00:26:46,000
Um, it says here
your husband called in.
615
00:26:46,125 --> 00:26:47,167
He verified the account.
616
00:26:47,292 --> 00:26:49,458
[Maggie] I don't understand.
617
00:26:49,542 --> 00:26:51,167
When did this happen?
618
00:26:51,292 --> 00:26:53,000
[Shannon] Around 10:30.
619
00:26:53,042 --> 00:26:54,750
[Maggie] That is not possible.
620
00:26:54,833 --> 00:26:57,417
He's on a job and off
the grid. I should know.
621
00:26:57,542 --> 00:27:00,458
I just tried him an hour ago.
622
00:27:00,542 --> 00:27:02,625
Is there anyone else that would
have access to your account?
623
00:27:02,708 --> 00:27:04,667
Or maybe somebody that
624
00:27:04,750 --> 00:27:07,583
you shared your information
with recently?
625
00:27:07,708 --> 00:27:09,167
[Maggie] No.
626
00:27:09,208 --> 00:27:11,875
Have you received
any suspicious phone calls
627
00:27:11,958 --> 00:27:14,500
requesting your
financial information?
628
00:27:14,625 --> 00:27:17,083
[Maggie] Do I sound
like an idiot?
629
00:27:17,167 --> 00:27:18,833
I'm sorry.
630
00:27:18,958 --> 00:27:22,708
I understand that this
must be really frustrating.
631
00:27:22,792 --> 00:27:24,625
[Maggie] I don't want
an apology.
632
00:27:24,708 --> 00:27:27,750
I just want it fixed.
633
00:27:27,833 --> 00:27:28,875
Do I need to come in?
634
00:27:29,000 --> 00:27:31,042
N-no, that's not necessary.
635
00:27:31,125 --> 00:27:33,667
I can handle this
for you, Mrs. Haywood.
636
00:27:33,708 --> 00:27:34,625
[Shannon] Is this the best
number for you?
637
00:27:34,708 --> 00:27:36,083
[Maggie] My only number.
638
00:27:36,167 --> 00:27:38,167
Okay. I'll check
the status of the inquiry,
639
00:27:38,208 --> 00:27:40,000
and I'll get back
with you immediately.
640
00:27:40,125 --> 00:27:41,833
I promise.
641
00:27:41,875 --> 00:27:43,250
So thank you so much
for your patience.
642
00:27:46,500 --> 00:27:48,457
[sighs]
643
00:27:48,458 --> 00:27:50,667
How did that go?
644
00:27:50,750 --> 00:27:52,917
Y-you were right.
Bad day.
645
00:28:01,125 --> 00:28:03,042
[scribbling]
646
00:28:05,417 --> 00:28:07,833
Hey, can you cancel a debit
647
00:28:07,875 --> 00:28:10,667
for a secure EFT
after it's been initiated?
648
00:28:10,750 --> 00:28:12,791
- [Jamelia] What's the status?
- In transit.
649
00:28:12,792 --> 00:28:15,167
[Jamelia] No.
650
00:28:15,208 --> 00:28:20,083
But I think you can hold it
by putting a suspend.
651
00:28:20,208 --> 00:28:22,667
Gets time to process
a change request,
652
00:28:22,750 --> 00:28:25,666
it expires close of business.
653
00:28:25,667 --> 00:28:28,541
Sorry. I-I don't...
W-what do you mean?
654
00:28:28,542 --> 00:28:29,958
[Jamelia] Transfer dies out
655
00:28:30,042 --> 00:28:31,417
at the end of the day
at 5:00 p.m.,
656
00:28:31,500 --> 00:28:33,917
if it's still suspended.
657
00:28:34,042 --> 00:28:38,000
So do nothing and it goes away?
658
00:28:38,083 --> 00:28:39,083
[Jamelia] Bingo.
659
00:28:42,375 --> 00:28:43,667
[beeps]
660
00:28:46,083 --> 00:28:47,167
[sighs]
661
00:28:47,250 --> 00:28:48,542
[beeps]
662
00:28:48,625 --> 00:28:50,167
[sighs]
663
00:28:51,667 --> 00:28:53,667
[beeps]
664
00:28:53,792 --> 00:28:55,750
[Jamelia] Sets off a bunch
of alarm bells though.
665
00:28:55,833 --> 00:28:57,583
No, no, no, no, no.
No, no.
666
00:28:57,667 --> 00:29:00,458
[gasps] No. Oh!
667
00:29:02,250 --> 00:29:04,833
[cell phone vibrating]
668
00:29:07,083 --> 00:29:08,541
Oh, not now.
669
00:29:08,542 --> 00:29:11,167
[inhales]
670
00:29:11,250 --> 00:29:12,833
Hi. Hi, Debbie.
671
00:29:12,875 --> 00:29:14,750
[Debbie] Shannon. I didn't
think I'd get through.
672
00:29:14,833 --> 00:29:16,333
You've been hard
to reach lately.
673
00:29:16,458 --> 00:29:19,583
Yeah, yeah, this week,
my work schedule, it's just...
674
00:29:19,667 --> 00:29:21,458
I don't have
a lot of flexibility.
675
00:29:21,542 --> 00:29:23,958
[Debbie] Sorry, I know you've
been working overtime lately.
676
00:29:24,042 --> 00:29:25,167
As your mediator, I need to know
677
00:29:25,250 --> 00:29:28,083
about schedule changes
ahead of time.
678
00:29:28,208 --> 00:29:30,083
Missing a session
does not look good.
679
00:29:30,167 --> 00:29:31,833
You had a mix up last week?
680
00:29:31,917 --> 00:29:34,208
[sighs] I-is that
what Joel said?
681
00:29:34,333 --> 00:29:36,583
Look, I left a message,
and I talked to my boss
682
00:29:36,667 --> 00:29:38,042
this morning about
the times and all.
683
00:29:38,167 --> 00:29:40,333
[Debbie] It's not
just that, Shannon.
684
00:29:40,375 --> 00:29:43,542
The lab just sent me
the results of your drug test.
685
00:29:43,625 --> 00:29:45,125
Your level of electrolytes
686
00:29:45,208 --> 00:29:46,958
were outside the
range of normal.
687
00:29:48,708 --> 00:29:52,208
Uh, w-well, I-I-I'd...
What does that mean?
688
00:29:52,292 --> 00:29:55,875
[Debbie] It says traces
of benzodiazepines,
689
00:29:55,958 --> 00:29:58,000
possibly from misuse.
690
00:29:58,083 --> 00:30:02,875
U-uh, that's for my anxiety,
I take it like they tell me.
691
00:30:02,958 --> 00:30:04,667
The doctors, they, they said
692
00:30:04,708 --> 00:30:06,125
it might show up
as a false positive.
693
00:30:06,208 --> 00:30:08,250
[Debbie] You know I have
to report this, right?
694
00:30:08,333 --> 00:30:11,000
Is this something I need
to be concerned about?
695
00:30:11,083 --> 00:30:13,250
Look, I'm not on
one side or another.
696
00:30:13,333 --> 00:30:17,500
My job is to do
what's best for Dylan.
697
00:30:17,583 --> 00:30:20,792
Shannon, are you listening?
You sound distracted.
698
00:30:20,875 --> 00:30:22,625
Yeah, yeah, no, I-I'm listening.
699
00:30:22,708 --> 00:30:24,833
[Debbie] I don't think you're
getting the gravity of this.
700
00:30:24,875 --> 00:30:27,667
Everything you do is
being watched very closely.
701
00:30:27,750 --> 00:30:32,000
Your job stability is the only
thing helping you right now.
702
00:30:32,042 --> 00:30:35,542
And I don't want your custody
of Dylan jeopardized.
703
00:30:35,667 --> 00:30:37,583
A child needs his mother.
704
00:30:37,708 --> 00:30:42,083
Oh, yeah, no, of course.
Of course.
705
00:30:42,167 --> 00:30:44,083
[Debbie] I know you're
under a lot of stress,
706
00:30:44,167 --> 00:30:47,042
but it's a slippery slope,
everything counts right now.
707
00:30:47,167 --> 00:30:50,500
The court favors maximum
exposure to both parents,
708
00:30:50,583 --> 00:30:52,500
but these things add up.
709
00:30:52,583 --> 00:30:55,667
Show up for the next session,
cut back on the meds.
710
00:30:55,750 --> 00:30:56,958
Be meticulous.
711
00:30:57,042 --> 00:30:59,917
I-I totally understand.
712
00:31:00,000 --> 00:31:02,833
[Debbie] There's still time.
You'll be okay.
713
00:31:02,917 --> 00:31:04,583
[phone ringing]
714
00:31:06,208 --> 00:31:07,958
Um, hey, Debbie.
715
00:31:08,042 --> 00:31:10,500
Look, I really,
I gotta go, okay?
716
00:31:10,542 --> 00:31:11,500
[Debbie] Okay.
717
00:31:11,583 --> 00:31:12,625
I'm sorry. Yeah.
718
00:31:12,708 --> 00:31:13,625
[Debbie] Don't forget.
719
00:31:13,708 --> 00:31:14,750
Yeah.
720
00:31:14,833 --> 00:31:16,208
[phone ringing]
721
00:31:22,208 --> 00:31:23,333
[sighs]
722
00:31:25,667 --> 00:31:26,833
[Nicholas] Shannon?
723
00:31:28,875 --> 00:31:30,750
Who is this?
724
00:31:30,833 --> 00:31:32,375
[Nicholas] It's Nicholas.
Remember?
725
00:31:32,458 --> 00:31:33,375
You gave me your number.
726
00:31:35,083 --> 00:31:36,125
Right.
727
00:31:39,167 --> 00:31:40,875
[Nicholas] I'm still
at the hospital,
728
00:31:40,958 --> 00:31:42,625
it's a nightmare,
there's a lot going on
729
00:31:42,708 --> 00:31:44,167
in the ER and I'm still
trying to get info...
730
00:31:44,208 --> 00:31:46,875
Is there something else
I can help you with?
731
00:31:49,375 --> 00:31:51,417
[Nicholas] Well,
that's why I'm calling.
732
00:31:51,542 --> 00:31:53,833
I haven't seen anything
come through on my end.
733
00:31:53,958 --> 00:31:55,167
Is that normal?
734
00:31:55,292 --> 00:31:58,042
These things take time
to process.
735
00:31:58,125 --> 00:31:59,375
[Nicholas] Is there someone
you can talk to?
736
00:31:59,500 --> 00:32:02,167
I'm just getting worried,
you know.
737
00:32:02,250 --> 00:32:05,667
Uh, that, that's not
necessary. [chuckles]
738
00:32:05,833 --> 00:32:08,917
[Nicholas] You know what, you've
already been such a big help.
739
00:32:09,000 --> 00:32:10,500
I'm sure you've got
other things going on,
740
00:32:10,667 --> 00:32:12,208
I'll just call your manager
to sort this out.
741
00:32:12,333 --> 00:32:13,917
Oh, no, we're working on it,
it just might take
742
00:32:14,042 --> 00:32:15,167
a little while,
but, when I find out,
743
00:32:15,250 --> 00:32:17,250
I will notify you immediately.
744
00:32:20,958 --> 00:32:26,167
[Nicholas] Okay. Thanks,
Shannon. I trust you.
745
00:32:32,042 --> 00:32:34,042
[phone ringing]
746
00:32:42,292 --> 00:32:43,625
Thank you for calling
Southwest Credit Union.
747
00:32:43,708 --> 00:32:45,250
[sighs]
748
00:32:45,333 --> 00:32:46,667
[Jamelia] This is Jamelia.
How may I help you?
749
00:32:49,708 --> 00:32:52,250
Sure. Can I get
your pass phrase?
750
00:32:52,375 --> 00:32:53,417
[beeps]
751
00:33:07,583 --> 00:33:08,625
[sighs]
752
00:33:10,958 --> 00:33:13,958
[breathing heavily]
753
00:33:15,458 --> 00:33:17,625
[indistinct chatter]
754
00:33:22,750 --> 00:33:23,917
What?
755
00:33:24,000 --> 00:33:26,958
[shuddered breathing]
756
00:33:30,250 --> 00:33:31,292
[groans]
757
00:33:33,917 --> 00:33:35,458
[indistinct chatter]
758
00:33:40,667 --> 00:33:41,625
[beeps]
759
00:33:45,542 --> 00:33:46,583
[beeps]
760
00:34:26,833 --> 00:34:28,542
[sighs]
761
00:34:33,083 --> 00:34:34,875
Like, you're putting
my numbers, since when?
762
00:34:35,000 --> 00:34:36,542
Oh, thank you very much.
763
00:34:36,667 --> 00:34:39,833
Uh, Dave, can you please
take your feet off the couch?
764
00:34:39,958 --> 00:34:41,083
Thank you.
765
00:34:42,792 --> 00:34:43,792
You good.
766
00:34:49,000 --> 00:34:51,667
Thank you.
767
00:34:51,750 --> 00:34:54,250
[Shannon] Yes, our current
tax-free savings account
768
00:34:54,333 --> 00:34:56,667
is performing above
industry standards
769
00:34:56,792 --> 00:34:58,750
and it includes 15,000 miles
770
00:34:58,833 --> 00:35:01,833
towards the frequent flyer
program of your choice.
771
00:35:04,167 --> 00:35:06,583
Great. I will transfer
you to that department.
772
00:35:09,833 --> 00:35:11,750
[sighs]
773
00:35:11,875 --> 00:35:14,167
[Dave] Thank you for calling
Southwest Credit Union.
774
00:35:14,250 --> 00:35:15,833
This is Dave. How may I help?
775
00:35:15,875 --> 00:35:17,458
[phone ringing]
776
00:35:21,042 --> 00:35:22,125
[Dave] Can I get
your pass phrase?
777
00:35:23,625 --> 00:35:25,500
[phone ringing]
778
00:35:25,542 --> 00:35:28,458
[Dave chuckles] Well,
no, no it's not...
779
00:35:28,542 --> 00:35:30,292
[beeps]
780
00:35:30,375 --> 00:35:32,500
[breathing rapidly]
781
00:35:36,875 --> 00:35:38,833
[Jamelia] Thank you for calling
Southwest Credit Union.
782
00:35:38,875 --> 00:35:40,375
This is Jamelia. Hello?
783
00:35:48,708 --> 00:35:50,750
[Dave] Thank you for calling
Southwest Credit Union.
784
00:35:50,833 --> 00:35:51,874
How can I help?
785
00:35:51,875 --> 00:35:53,833
[phone ringing]
786
00:35:53,917 --> 00:35:55,125
[beeps]
787
00:35:58,167 --> 00:35:59,791
[Dave] Sounds great.
788
00:35:59,792 --> 00:36:01,500
[phone ringing]
789
00:36:04,875 --> 00:36:05,792
[sighs]
790
00:36:21,042 --> 00:36:23,125
Hello.
791
00:36:23,208 --> 00:36:24,500
[Nicholas] There you are.
792
00:36:24,542 --> 00:36:26,167
Panicked when
I couldn't get through.
793
00:36:26,250 --> 00:36:28,625
Um, why? What's going on?
794
00:36:28,708 --> 00:36:30,625
[Nicholas] I was gonna
ask you the same thing.
795
00:36:30,708 --> 00:36:33,542
It's been a few hours.
I thought I'd get a call back.
796
00:36:33,667 --> 00:36:36,957
Right. I know. I-I did say
these things take time.
797
00:36:36,958 --> 00:36:38,667
[Nicholas] Is that everything?
798
00:36:38,750 --> 00:36:41,000
I don't feel good
about it, my wife.
799
00:36:41,042 --> 00:36:42,458
It, it's getting worse.
800
00:36:42,542 --> 00:36:44,542
Please, if you would
just let me do my job,
801
00:36:47,875 --> 00:36:48,708
[Nicholas] I see how it is.
802
00:36:51,000 --> 00:36:52,500
Just another call to you, right?
803
00:36:52,542 --> 00:36:54,083
No, no, no,
that's, that's not it at all.
804
00:36:54,167 --> 00:36:56,042
I'm doing everything
I can, I promise.
805
00:36:56,125 --> 00:36:57,458
I will get back to you.
806
00:36:59,875 --> 00:37:01,500
[Nicholas] Be careful
what you promise, Shannon.
807
00:37:05,708 --> 00:37:06,667
Hey.
808
00:37:08,875 --> 00:37:11,833
You okay? You seem tense.
809
00:37:11,875 --> 00:37:14,083
Yeah, no, um...
810
00:37:14,167 --> 00:37:15,292
Crazy day.
811
00:37:17,542 --> 00:37:20,125
You sure you're all right?
812
00:37:20,208 --> 00:37:22,208
Even on edge,
813
00:37:22,333 --> 00:37:25,750
you don't have to do
everything alone all the time.
814
00:37:25,833 --> 00:37:26,875
I'm here.
815
00:37:36,042 --> 00:37:37,083
I...
816
00:37:37,167 --> 00:37:38,542
[cell phone vibrating]
817
00:37:38,625 --> 00:37:39,542
Uh...
818
00:37:43,417 --> 00:37:44,875
[Jamelia] You-you
need to take that.
819
00:37:49,417 --> 00:37:51,208
You know what? I-I'm, I'm good.
820
00:37:51,292 --> 00:37:54,125
I really appreciate it,
but I-I'm good.
821
00:37:54,208 --> 00:37:55,333
Thank you.
822
00:38:02,917 --> 00:38:05,458
[cell phone vibrating]
823
00:38:06,375 --> 00:38:07,792
[knocking on door]
824
00:38:24,667 --> 00:38:25,708
[sighs]
825
00:38:30,042 --> 00:38:31,333
How did you get this number?
826
00:38:31,458 --> 00:38:32,333
[Nicholas] I thought
it might help
827
00:38:32,417 --> 00:38:33,875
speed things up.
828
00:38:34,000 --> 00:38:35,542
You gave me your full name,
I just assumed.
829
00:38:35,625 --> 00:38:36,708
[Nicholas] That's why, right?
830
00:38:36,792 --> 00:38:39,333
What do you want?
831
00:38:39,375 --> 00:38:41,000
[Nicholas] I want
to see the transaction
832
00:38:41,042 --> 00:38:42,542
go through to my account.
833
00:38:42,667 --> 00:38:45,832
Well, the transaction's
been suspended.
834
00:38:45,833 --> 00:38:47,375
[Nicholas] What? Why?
835
00:38:47,458 --> 00:38:49,042
[sighs] For suspicious activity.
836
00:38:51,042 --> 00:38:52,417
And I talked to Maggie.
837
00:38:54,708 --> 00:38:55,833
[Nicholas] Is she all right?
838
00:38:55,917 --> 00:38:57,333
Stop, stop, whatever it is
839
00:38:57,375 --> 00:38:59,292
that you're trying to do
is in direct violation
840
00:38:59,375 --> 00:39:01,417
of our customer's
privacy policy.
841
00:39:01,500 --> 00:39:02,833
[Nicholas] You're serious.
842
00:39:02,875 --> 00:39:04,542
Look, impersonating someone
is serious.
843
00:39:04,625 --> 00:39:06,667
It's identity theft.
844
00:39:06,708 --> 00:39:08,458
[Nicholas] You should
be more careful then.
845
00:39:08,542 --> 00:39:12,292
You have no idea what
is going on here, do you?
846
00:39:12,375 --> 00:39:14,708
I know that whatever it is,
you're lying to me.
847
00:39:14,792 --> 00:39:15,958
And you're lying to your wife.
848
00:39:18,375 --> 00:39:20,333
[Nicholas] Is that what
your husband did?
849
00:39:20,458 --> 00:39:22,625
Why you left him?
850
00:39:22,708 --> 00:39:25,458
Or were you the liar
and he left?
851
00:39:25,542 --> 00:39:27,792
Or is it complicated?
852
00:39:29,625 --> 00:39:31,375
I don't have time for this.
853
00:39:31,458 --> 00:39:32,708
[Nicholas] I'm just trying
to understand
854
00:39:32,792 --> 00:39:34,833
the person I'm working
with here.
855
00:39:34,917 --> 00:39:36,375
What do you want?
856
00:39:36,458 --> 00:39:38,958
[Nicholas] It's not about
what I want.
857
00:39:39,042 --> 00:39:41,583
It's about what you can
do for me, Shannon.
858
00:39:41,667 --> 00:39:44,667
Don't call my cell anymore.
859
00:39:44,750 --> 00:39:45,875
[Nicholas] And be careful
the way you talk
860
00:39:46,000 --> 00:39:48,208
to your customers,
861
00:39:48,292 --> 00:39:52,625
because sometimes
customers retaliate.
862
00:39:52,708 --> 00:39:54,917
What is that supposed to mean?
863
00:39:55,000 --> 00:39:57,875
[call disconnects]
864
00:39:57,958 --> 00:39:59,833
[female IVR] The person you
are calling is currently...
865
00:39:59,875 --> 00:40:00,875
Ugh!
866
00:40:03,167 --> 00:40:04,042
[sighs]
867
00:40:16,708 --> 00:40:19,958
[Dave] Thank you for calling
Southwest Credit Union.
868
00:40:20,042 --> 00:40:21,125
[keys clicking]
869
00:40:24,333 --> 00:40:25,458
[sighs]
870
00:40:33,333 --> 00:40:34,667
[beeps]
871
00:40:42,042 --> 00:40:43,083
[beeps]
872
00:40:50,375 --> 00:40:51,667
[beeps]
873
00:41:02,417 --> 00:41:04,042
[scribbling]
874
00:41:09,667 --> 00:41:12,708
Hey, do you know any clients
that end with C-E-D?
875
00:41:12,792 --> 00:41:15,833
- Sorry to bother.
- Kidding?
876
00:41:15,917 --> 00:41:17,917
You still dealing
with that woman?
877
00:41:18,042 --> 00:41:21,917
Yeah. No, no, no, um, I'm
just hunting it down for her.
878
00:41:22,000 --> 00:41:24,208
Uh. It's private equity.
879
00:41:24,292 --> 00:41:26,292
Mike's over there. He's nice.
880
00:41:26,375 --> 00:41:28,542
Mike Esposito.
881
00:41:28,625 --> 00:41:30,208
I probably have his number.
882
00:41:38,333 --> 00:41:40,708
- Tell him I sent you.
- Thanks.
883
00:42:06,375 --> 00:42:07,833
[phone ringing]
884
00:42:07,917 --> 00:42:09,167
[Mike] Hello.
885
00:42:09,250 --> 00:42:10,458
Hey, is this Mike?
886
00:42:10,542 --> 00:42:12,792
[Mike] It is.
887
00:42:12,875 --> 00:42:15,625
Hi, it's Shannon
from customer success.
888
00:42:15,708 --> 00:42:18,917
[Mike chuckles] Corporate,
uh-oh. What'd I do this time?
889
00:42:19,042 --> 00:42:20,333
No, no, no. I'm not.
890
00:42:20,417 --> 00:42:21,458
Don't worry,
you're not in trouble.
891
00:42:21,542 --> 00:42:23,583
Um, Jamelia referred me to you.
892
00:42:23,667 --> 00:42:25,958
[Mike] Ah, Jam. How is she?
893
00:42:26,042 --> 00:42:27,625
Tell her we miss her over here.
894
00:42:27,708 --> 00:42:29,499
Yeah, she's good. I will.
895
00:42:29,500 --> 00:42:31,583
So, I'm looking up
an account for a client.
896
00:42:31,708 --> 00:42:34,500
- It got flagged.
- [Mike] And landed over here?
897
00:42:34,583 --> 00:42:37,083
Huh, okay. W-what's the name?
898
00:42:37,167 --> 00:42:38,375
[chuckles] That's the thing.
899
00:42:38,458 --> 00:42:41,125
Our computers were down,
900
00:42:41,208 --> 00:42:43,083
but I was able to jot down
the account number.
901
00:42:43,167 --> 00:42:44,958
[Mike] So, so, what's
the account number?
902
00:42:45,042 --> 00:42:51,250
Okay, it's
0-6-6-0-2-9-3-1-0-9-8-4-8.
903
00:42:51,333 --> 00:42:53,083
[Mike] One second. Okay.
904
00:42:53,167 --> 00:42:54,875
[keys clicking]
905
00:42:54,958 --> 00:42:57,125
[Mike] Yep. There is no name.
906
00:42:57,208 --> 00:42:58,333
W-what?
907
00:42:58,375 --> 00:42:59,500
[Mike] It's a limited account.
908
00:42:59,583 --> 00:43:00,500
That's why it was flagged.
909
00:43:00,542 --> 00:43:02,042
The PII info is hidden.
910
00:43:02,167 --> 00:43:04,666
I-I'm sorry I-I don't know
what that means.
911
00:43:04,667 --> 00:43:06,667
[Mike] It means we can't
see who initiated it.
912
00:43:06,792 --> 00:43:08,458
It's a temp holding account,
913
00:43:08,542 --> 00:43:10,625
It's probably gonna
be gone in a day.
914
00:43:10,708 --> 00:43:12,583
And you, you say you talked
to them this morning?
915
00:43:12,667 --> 00:43:15,208
Yeah, we started
the conversation over the phone.
916
00:43:15,292 --> 00:43:17,833
[Mike] Retail. What time?
917
00:43:17,875 --> 00:43:20,208
- 10:34.
- [Mike] Okay, hold on.
918
00:43:20,292 --> 00:43:22,167
[Mike] Zing. I got an address.
919
00:43:22,208 --> 00:43:23,500
[Mike] 33 Lakewood Lane.
920
00:43:23,583 --> 00:43:24,750
That's the client's address.
921
00:43:24,875 --> 00:43:26,083
[Mike] That's the address
922
00:43:26,167 --> 00:43:27,708
on the temporary
holding account.
923
00:43:27,792 --> 00:43:29,333
Maybe they're just
moving money around.
924
00:43:29,458 --> 00:43:31,000
And if there's more than one
person on the account,
925
00:43:31,083 --> 00:43:32,917
sometimes those two
people don't exactly
926
00:43:33,000 --> 00:43:35,708
tell each other everything,
if you know what I mean.
927
00:43:35,792 --> 00:43:39,125
Have you ever heard of anyone
impersonating themselves?
928
00:43:39,208 --> 00:43:42,667
Like, they know
just enough information,
929
00:43:42,708 --> 00:43:45,750
but they make sure
not to know everything.
930
00:43:45,833 --> 00:43:46,833
[Mike] Yeah, this
whole thing's starting
931
00:43:46,958 --> 00:43:48,667
to sound a little domestic,
932
00:43:48,708 --> 00:43:50,292
and you kinda wanna
be careful with that.
933
00:43:50,375 --> 00:43:51,958
One time I thought
this guy was stealing money
934
00:43:52,042 --> 00:43:53,500
from his wife's to open casino,
935
00:43:53,583 --> 00:43:55,875
and it was not
a good thing for me.
936
00:43:56,000 --> 00:43:57,708
So, have your ducks in
a row before you accuse
937
00:43:57,833 --> 00:43:58,917
anyone of fraud, all right?
938
00:43:59,042 --> 00:44:00,667
Yeah. Thanks.
939
00:44:00,833 --> 00:44:01,833
[Mike] Of course, if nobody
resumes that transaction
940
00:44:01,875 --> 00:44:03,542
before 5'o clock tonight
941
00:44:03,625 --> 00:44:04,958
that money is not gonna
go anywhere anyways.
942
00:44:05,042 --> 00:44:06,375
So, you don't have
to worry about it.
943
00:44:06,500 --> 00:44:07,542
I could put a note
on it for you.
944
00:44:07,625 --> 00:44:09,875
No, no, no. No, thank you.
945
00:44:09,958 --> 00:44:11,875
Th-that'll be fine, you
don't need to do that.
946
00:44:11,958 --> 00:44:13,708
[Mike] Hey, no problemo, if you
need something else from me,
947
00:44:13,833 --> 00:44:16,708
just let me know. Tell Jam
I said, "Hey, what's up?"
948
00:44:26,333 --> 00:44:27,708
[sighs]
949
00:44:31,250 --> 00:44:33,292
[dial tone]
950
00:44:44,708 --> 00:44:46,583
[Willow] Hello?
951
00:44:46,708 --> 00:44:50,167
Hi. Is Maggie there?
952
00:44:50,208 --> 00:44:52,167
I'm sorry, maybe I have
the wrong number.
953
00:44:52,250 --> 00:44:53,917
[Willow] No. You don't.
She's just busy.
954
00:44:55,708 --> 00:44:57,208
Oh, okay.
955
00:44:57,333 --> 00:44:58,625
[Willow] But she told me
to answer her phone
956
00:44:58,708 --> 00:45:00,000
in case, well, something, like,
957
00:45:00,125 --> 00:45:01,875
her bank's messed
up or something.
958
00:45:03,208 --> 00:45:06,500
Yeah. That's actually
why I'm calling.
959
00:45:06,583 --> 00:45:10,250
I'm from Southwest Credit Union.
960
00:45:10,375 --> 00:45:12,500
[Willow] Okay. Great.
961
00:45:12,542 --> 00:45:15,458
Yeah, um, so I wanna let you
know that we're making progress.
962
00:45:15,542 --> 00:45:17,667
It just takes a little time.
963
00:45:17,708 --> 00:45:19,083
[Willow] Okay, well, but...
964
00:45:19,167 --> 00:45:21,542
Because she's like freaking out.
965
00:45:21,625 --> 00:45:24,000
Oh, I-I'm sorry to hear that.
966
00:45:24,042 --> 00:45:25,833
[Willow] Yeah, she's
been like that.
967
00:45:25,917 --> 00:45:27,542
Super stressed or
something lately.
968
00:45:27,625 --> 00:45:28,917
Really?
969
00:45:30,750 --> 00:45:34,458
Um, w-what's going on?
970
00:45:34,542 --> 00:45:37,375
[Willow] Um, I dunno,
there's always something...
971
00:45:38,708 --> 00:45:39,833
With your dad?
972
00:45:41,833 --> 00:45:43,917
Is he there?
973
00:45:44,000 --> 00:45:46,667
[Willow] Uh, why are are you
talking about my Dad?
974
00:45:46,750 --> 00:45:48,707
Oh, no, I-I'm sorry,
it's nothing.
975
00:45:48,708 --> 00:45:50,708
[Willow] This is weird.
I think I better go.
976
00:45:50,792 --> 00:45:52,917
Yeah, I'm sorry. Um,
I'll call back another time.
977
00:46:00,792 --> 00:46:02,125
[Jamelia]
He make an ass of himself?
978
00:46:03,833 --> 00:46:06,708
- Huh?
- Mike.
979
00:46:06,875 --> 00:46:10,083
Oh, yeah, no, no, no,
sorry, we-we tracked it down.
980
00:46:10,167 --> 00:46:11,042
[phone ringing]
981
00:46:13,000 --> 00:46:14,208
Did he ask about me?
982
00:46:15,375 --> 00:46:17,250
[phone rings]
983
00:46:19,208 --> 00:46:23,333
Uh-huh. Um, sorry, I-I
really gotta take this.
984
00:46:23,417 --> 00:46:24,417
Thanks though.
985
00:46:26,875 --> 00:46:28,750
[phone ringing]
986
00:46:35,833 --> 00:46:37,208
Hello, Southwest Credit.
987
00:46:37,333 --> 00:46:38,458
This is Shannon.
How can I help you?
988
00:46:38,542 --> 00:46:39,500
[Willow] That's her.
989
00:46:39,583 --> 00:46:41,083
[Maggie] Okay, gimme the phone.
990
00:46:41,167 --> 00:46:42,208
[Willow] She was asking me
a lot of questions.
991
00:46:42,292 --> 00:46:43,333
[Maggie] Willow?
Let me talk to her.
992
00:46:43,375 --> 00:46:45,167
Hello again, Mrs. Haywood.
993
00:46:45,208 --> 00:46:46,875
[Maggie]
What the hell is going on?
994
00:46:47,000 --> 00:46:50,125
Um, thank you so much
for being, um, so patient...
995
00:46:50,208 --> 00:46:52,750
[Maggie] Why were you
talking to my daughter?
996
00:46:52,875 --> 00:46:55,125
I was just trying to reach you
997
00:46:55,208 --> 00:46:57,417
and was explaining so I could
just, you know, speed things up.
998
00:46:57,500 --> 00:47:00,375
[Maggie] And was my child able
to reinstate my bank account?
999
00:47:00,542 --> 00:47:02,333
Um, accounts that are flagged
1000
00:47:02,375 --> 00:47:05,042
are put on a hold for a day,
then you should be okay.
1001
00:47:05,125 --> 00:47:07,458
[Maggie] Okay, so I can
have my money tomorrow.
1002
00:47:07,542 --> 00:47:09,707
I still don't understand
why this is happening.
1003
00:47:09,708 --> 00:47:10,917
Have you been able
to reach your husband
1004
00:47:11,000 --> 00:47:12,458
since we spoke earlier?
1005
00:47:12,542 --> 00:47:16,292
I mean, just to see if
he knows anything at all?
1006
00:47:16,375 --> 00:47:18,542
[Maggie] Why do you keep
bringing up my husband?
1007
00:47:18,625 --> 00:47:23,917
Look, in-in cases like this,
sometimes it gets complicated.
1008
00:47:24,042 --> 00:47:26,083
Have you maybe come
in contact with anyone
1009
00:47:26,167 --> 00:47:27,667
who-who's been acting strange
1010
00:47:27,792 --> 00:47:30,542
or suspicious around you lately?
1011
00:47:30,667 --> 00:47:31,667
[Maggie] Are we in danger?
1012
00:47:31,792 --> 00:47:33,167
No, no, no, no. I-I'm sorry.
1013
00:47:33,250 --> 00:47:34,875
I'm not trying to scare you
1014
00:47:34,958 --> 00:47:38,667
but it seems right now
that whoever did this
1015
00:47:38,792 --> 00:47:40,833
said he was Nicholas.
1016
00:47:40,917 --> 00:47:42,000
[Maggie]
Wait. Hold on.
1017
00:47:42,083 --> 00:47:43,792
You're telling me
1018
00:47:43,875 --> 00:47:45,792
that someone is impersonating
my husband
1019
00:47:45,875 --> 00:47:47,542
and getting away with it
1020
00:47:47,625 --> 00:47:50,000
because you gave them
access to my bank account?
1021
00:47:50,083 --> 00:47:52,708
Mrs. Haywood, we-we do
not take this lightly,
1022
00:47:52,792 --> 00:47:54,292
so please review your statements
1023
00:47:54,375 --> 00:47:56,292
for any other
suspicious activity
1024
00:47:56,375 --> 00:47:58,708
and change your online
passwords and login.
1025
00:47:58,792 --> 00:48:00,208
[Maggie] You messed up, but now
1026
00:48:00,333 --> 00:48:01,833
I have to change
my passwords. Where?
1027
00:48:01,875 --> 00:48:03,417
Everywhere.
1028
00:48:03,500 --> 00:48:05,083
[Maggie] You have really
screwed me up here.
1029
00:48:05,208 --> 00:48:06,875
I don't need this right now.
1030
00:48:06,958 --> 00:48:08,333
You're gonna receive
an email shortly
1031
00:48:08,458 --> 00:48:10,292
that explains everything.
But please don't worry.
1032
00:48:10,375 --> 00:48:12,125
We're gonna make sure
this gets resolved for you.
1033
00:48:12,208 --> 00:48:14,000
[Maggie]
Well, that's good,
1034
00:48:14,083 --> 00:48:16,500
because I didn't put myself
in this situation.
1035
00:48:16,625 --> 00:48:17,833
You did.
1036
00:48:17,875 --> 00:48:20,000
Yes. Totally understand.
1037
00:48:20,042 --> 00:48:22,167
Southwest values
you as a customer,
1038
00:48:22,250 --> 00:48:24,500
and we will get through this.
1039
00:48:24,625 --> 00:48:27,000
[Maggie] And never
talk to my daughter again.
1040
00:48:28,542 --> 00:48:29,542
[sighs]
1041
00:48:30,458 --> 00:48:32,000
[inhales]
1042
00:48:36,583 --> 00:48:37,542
[exhales sharply]
1043
00:48:51,167 --> 00:48:53,833
I totally understand
your frustration.
1044
00:48:53,917 --> 00:48:56,000
Let me take a look to see
1045
00:48:56,042 --> 00:48:57,917
if there's a different
type of account
1046
00:48:58,000 --> 00:48:59,583
that might be better
suited for you.
1047
00:48:59,667 --> 00:49:01,417
[indistinct chatter]
1048
00:49:03,375 --> 00:49:05,042
...with the investment
option, it gives you
1049
00:49:05,125 --> 00:49:08,167
everything you have
now and more with no...
1050
00:49:08,250 --> 00:49:09,917
Hello, Southwest Credit.
This is Shannon.
1051
00:49:10,000 --> 00:49:11,333
How are you doing today,
Mrs. Miller?
1052
00:49:11,375 --> 00:49:13,375
Fantastic. Let me
break it down for you.
1053
00:49:13,458 --> 00:49:15,042
[Shannon] Hello, Southwest
Credit. This is Shannon.
1054
00:49:15,125 --> 00:49:16,833
Can I have your name, please?
1055
00:49:16,875 --> 00:49:20,292
...there's a short survey
after you finish it, or just...
1056
00:49:20,375 --> 00:49:22,375
Okay. Have a great
rest of your day.
1057
00:49:22,500 --> 00:49:25,000
Hello, Southwest Credit.
This is Shannon.
1058
00:49:25,083 --> 00:49:26,208
Can I have your name, please?
1059
00:49:26,333 --> 00:49:27,542
Let me take a look to see
1060
00:49:27,625 --> 00:49:28,958
if there's a different account
1061
00:49:29,042 --> 00:49:29,917
that would be
better suited for you.
1062
00:49:30,000 --> 00:49:31,583
Okay, well, it looks like
1063
00:49:31,708 --> 00:49:35,042
I can enroll you in
the perks program right now.
1064
00:49:35,167 --> 00:49:37,124
Oh, well, I'm so sorry to
hear about the loan denial.
1065
00:49:37,125 --> 00:49:39,917
Um, let me review
your application
1066
00:49:40,000 --> 00:49:41,500
and the decision. Okay?
1067
00:49:41,583 --> 00:49:43,417
Hello, Southwest Credit.
This is Shannon.
1068
00:49:43,500 --> 00:49:45,000
May I have your name, please?
Hello, Southwest Credit.
1069
00:49:45,042 --> 00:49:46,542
This is Shannon.
How may I help you?
1070
00:49:46,625 --> 00:49:48,167
Hello, Southwest Credit.
This is Shannon.
1071
00:49:48,208 --> 00:49:50,042
Hello, Southwest Credit.
This is Shannon.
1072
00:49:50,125 --> 00:49:51,458
Can I have your name, please?
1073
00:49:51,542 --> 00:49:54,333
[overlapping chatter]
1074
00:49:57,042 --> 00:49:58,500
Hello, Southwest Credit.
This is Shannon.
1075
00:49:58,542 --> 00:50:00,583
Okay, well, in that case,
I recommend
1076
00:50:00,708 --> 00:50:02,417
allowing us to conduct
a comprehensive assessment
1077
00:50:02,500 --> 00:50:04,333
of your present
financial situation.
1078
00:50:04,375 --> 00:50:05,875
And, sir, if you don't mind,
there's a short survey.
1079
00:50:05,958 --> 00:50:07,000
This is Southwest.
This is Shannon.
1080
00:50:07,083 --> 00:50:08,375
Can I have your name, please?
1081
00:50:08,458 --> 00:50:10,083
...identify the most suitable
course of action
1082
00:50:10,167 --> 00:50:11,708
to address your needs
effectively.
1083
00:50:11,833 --> 00:50:14,625
[clock ticking]
1084
00:50:18,542 --> 00:50:19,833
[sighs]
1085
00:50:19,875 --> 00:50:21,125
Hey, Shannon.
1086
00:50:24,042 --> 00:50:26,042
Are you in a love triangle?
1087
00:50:26,167 --> 00:50:29,125
- What?
- Sorry, that came out weird.
1088
00:50:29,208 --> 00:50:32,333
Um, this guy called
asking for you.
1089
00:50:32,417 --> 00:50:36,333
I told him you were on the
phone, and he hung up on me.
1090
00:50:36,375 --> 00:50:38,875
I didn't even say
anything stupid.
1091
00:50:38,958 --> 00:50:41,083
I think.
1092
00:50:41,167 --> 00:50:43,875
- Who was it?
- I don't know.
1093
00:50:43,958 --> 00:50:47,042
He asked for you or our boss.
1094
00:50:47,125 --> 00:50:48,375
I tried to follow the training,
1095
00:50:48,500 --> 00:50:50,125
turn it from a total
downer to an upper,
1096
00:50:50,208 --> 00:50:53,417
but he was a total jerk.
1097
00:50:53,542 --> 00:50:56,833
If he calls again, just
forward it to me directly.
1098
00:50:56,875 --> 00:50:58,333
- Okay.
- Okay.
1099
00:50:58,458 --> 00:51:02,000
Nice. Taking it head on.
[chuckles]
1100
00:51:02,083 --> 00:51:04,167
[phone ringing]
1101
00:51:10,250 --> 00:51:12,750
Thank you for calling
Southwest Credit Union.
1102
00:51:12,833 --> 00:51:13,833
This is Dave.
1103
00:51:13,833 --> 00:51:14,708
[sighs]
1104
00:51:16,583 --> 00:51:19,417
[indistinct chatter]
1105
00:51:30,458 --> 00:51:31,458
[door closes]
1106
00:51:32,667 --> 00:51:33,583
[dial tone]
1107
00:51:36,083 --> 00:51:37,125
What are you doing?
1108
00:51:37,208 --> 00:51:39,042
[Nicholas] I knew you'd call.
1109
00:51:39,167 --> 00:51:42,375
What happened to us, Shannon?
I missed your voice.
1110
00:51:42,500 --> 00:51:44,000
What is this?
1111
00:51:44,042 --> 00:51:46,667
[Nicholas] Do I make you
nervous, Shannon?
1112
00:51:46,708 --> 00:51:48,792
Are your hands trembling?
1113
00:51:48,875 --> 00:51:51,417
Please. What do you want?
1114
00:51:51,542 --> 00:51:54,667
[Nicholas] Money. The bank
didn't just run out, did it?
1115
00:51:54,708 --> 00:51:58,833
It's not your money,
it's your wife's...
1116
00:51:58,958 --> 00:52:00,500
if that's even who you are.
1117
00:52:00,542 --> 00:52:02,333
[Nicholas]
But I know about you.
1118
00:52:02,417 --> 00:52:05,333
Shannon Cooper
on Valley Vesta Drive.
1119
00:52:05,375 --> 00:52:09,125
38 years old,
if that is your age.
1120
00:52:09,208 --> 00:52:11,792
I mean, we all
lie about our ages.
1121
00:52:11,875 --> 00:52:15,667
Now you'll have to lie about
how you gave Maggie's husband
1122
00:52:15,708 --> 00:52:18,375
access to her account.
1123
00:52:18,458 --> 00:52:21,000
To be honest, I don't think
this looks great for you.
1124
00:52:21,083 --> 00:52:23,833
[breathing heavily] But why me?
1125
00:52:23,875 --> 00:52:26,667
[Nicholas] Because you answered
the phone, Shannon.
1126
00:52:26,750 --> 00:52:30,667
And all I had to do was ask.
And you did it.
1127
00:52:30,750 --> 00:52:32,125
You'll be arrested.
1128
00:52:32,208 --> 00:52:34,458
You're gonna have me
arrested? Me?
1129
00:52:36,083 --> 00:52:38,125
Your own partner?
1130
00:52:38,208 --> 00:52:41,333
When we've been
such an amazing team?
1131
00:52:41,417 --> 00:52:43,875
Please. I just
want to do my job.
1132
00:52:43,958 --> 00:52:45,333
[Nicholas] Well, personally,
1133
00:52:45,375 --> 00:52:47,458
I've never had
better customer service.
1134
00:52:47,542 --> 00:52:50,833
You've given me everything
I need to get my money.
1135
00:52:50,875 --> 00:52:52,417
And there isn't anything
1136
00:52:52,500 --> 00:52:56,167
you're going to do
about it now, is there?
1137
00:52:56,250 --> 00:52:58,958
I bet you haven't even
reported it, have you?
1138
00:52:59,042 --> 00:53:01,250
[sighs]
1139
00:53:01,333 --> 00:53:05,750
[Nicholas] If I were you,
I'd be very careful, Shannon.
1140
00:53:05,833 --> 00:53:12,167
For your sake,
and for Dylan's sake.
1141
00:53:12,208 --> 00:53:15,000
Why are you doing this?
This is criminal.
1142
00:53:15,083 --> 00:53:17,000
[Nicholas]
You're right. I know.
1143
00:53:17,042 --> 00:53:20,833
I-I do. I know
how pathetic this is.
1144
00:53:23,208 --> 00:53:25,708
[Nicholas sighs] But
sometimes I just feel like
1145
00:53:25,833 --> 00:53:28,708
life's not for me.
1146
00:53:31,125 --> 00:53:32,708
Not even worth it.
1147
00:53:32,792 --> 00:53:35,083
[Nicholas exhales]
1148
00:53:35,167 --> 00:53:38,083
[Nicholas laughs]
1149
00:53:38,167 --> 00:53:39,792
How could you?
1150
00:53:39,875 --> 00:53:41,292
[phone beeps]
1151
00:53:47,000 --> 00:53:48,167
[sighs]
1152
00:53:51,000 --> 00:53:53,417
[water pouring]
1153
00:53:54,292 --> 00:53:55,542
[phone chimes]
1154
00:53:59,958 --> 00:54:01,292
[Shannon gasps]
1155
00:54:13,292 --> 00:54:15,292
[phone ringing]
1156
00:54:16,708 --> 00:54:17,875
[beeps]
1157
00:54:29,042 --> 00:54:30,208
[sighs]
1158
00:54:43,750 --> 00:54:44,792
[sighs]
1159
00:54:47,875 --> 00:54:48,792
[Pilar]
Shannon?
1160
00:54:50,792 --> 00:54:51,708
Care to explain?
1161
00:54:54,125 --> 00:54:55,583
I'm sorry?
1162
00:54:55,667 --> 00:54:57,250
There was an account
that was flagged earlier.
1163
00:54:57,333 --> 00:54:59,458
- Why didn't you say something?
- No, I...
1164
00:54:59,542 --> 00:55:01,833
You're the face of the company.
1165
00:55:01,875 --> 00:55:03,292
I know. I mean, I know.
1166
00:55:03,375 --> 00:55:05,250
I have a call scheduled
with them later today.
1167
00:55:05,333 --> 00:55:07,292
I didn't want to bother you.
1168
00:55:07,375 --> 00:55:10,500
Okay. Let me know
how it goes. The call.
1169
00:55:10,625 --> 00:55:12,958
I'll check back later.
1170
00:55:13,042 --> 00:55:14,000
[phone ringing]
1171
00:55:14,083 --> 00:55:15,417
[taps]
1172
00:55:16,792 --> 00:55:18,167
[phone ringing]
1173
00:55:18,208 --> 00:55:20,167
[Jamelia] Thank you for calling
Southwest Credit unions.
1174
00:55:20,292 --> 00:55:22,167
This is Jamelia.
How may I help you?
1175
00:55:22,208 --> 00:55:23,917
[phone ringing]
1176
00:55:24,000 --> 00:55:25,625
Hi, yes. Hello.
1177
00:55:25,708 --> 00:55:28,250
Have your account
right here. All right.
1178
00:55:28,333 --> 00:55:30,417
[Dave] Oh, sure.
1179
00:55:30,500 --> 00:55:33,625
[Jamelia] Okay, that's fine.
1180
00:55:33,708 --> 00:55:36,042
Sure, it'll be automatically
linked to your account.
1181
00:55:40,333 --> 00:55:42,708
[dial tone]
1182
00:55:46,500 --> 00:55:47,625
[Christine]
This is Christine.
1183
00:55:49,875 --> 00:55:53,000
Hi, Christine.
This is Shannon in retail.
1184
00:55:53,042 --> 00:55:56,833
I'm calling because someone's
having an issue with a transfer.
1185
00:55:56,917 --> 00:55:58,833
[Christine] All right, but
why are you calling me
1186
00:55:58,875 --> 00:56:00,333
instead of support?
1187
00:56:00,500 --> 00:56:02,958
I-I'm sorry.
It says you resumed it.
1188
00:56:03,042 --> 00:56:05,792
[Christine] I approve
a hundred things a day.
1189
00:56:05,875 --> 00:56:09,667
This was for a customer,
Nicholas Haywood.
1190
00:56:09,750 --> 00:56:12,458
[Christine] Okay, yes,
there was a hold up
1191
00:56:12,542 --> 00:56:14,042
but we took care of him.
1192
00:56:14,125 --> 00:56:16,083
The system must have
just flagged it automatically.
1193
00:56:16,208 --> 00:56:19,083
H-how did you know? Did you
speak with him to verify it?
1194
00:56:19,167 --> 00:56:21,541
[Christine] Yes, he had
the information he needed,
1195
00:56:21,542 --> 00:56:24,167
including the receipt
and the verification code.
1196
00:56:24,208 --> 00:56:27,333
The money will be released to
him at 5:00 p.m. per protocols.
1197
00:56:27,417 --> 00:56:29,042
Right.
1198
00:56:29,125 --> 00:56:31,333
[Christine] So it'll be
released in a few hours.
1199
00:56:31,417 --> 00:56:32,792
Are you new here?
1200
00:56:32,875 --> 00:56:34,249
No.
1201
00:56:34,250 --> 00:56:35,833
[Christine]
I like your enthusiasm
1202
00:56:35,875 --> 00:56:37,958
but there's a chain
of command for a reason.
1203
00:56:41,042 --> 00:56:43,500
Definitely, um...
1204
00:56:43,583 --> 00:56:45,792
I-I just wanted to,
um, I just...
1205
00:56:45,875 --> 00:56:47,750
I just wanted to make sure
th-that nothing was missing,
1206
00:56:47,875 --> 00:56:53,500
that the customer's happy
for our C-C-CSAT scores.
1207
00:56:53,583 --> 00:56:55,500
[Christine]
Hold on. I'll be right back.
1208
00:56:57,708 --> 00:56:59,542
[female IVR] Your business
is important to us.
1209
00:56:59,625 --> 00:57:01,541
Please stay on the line,
and one of our associates
1210
00:57:01,542 --> 00:57:04,000
will be with you shortly.
1211
00:57:04,042 --> 00:57:06,083
Your security
is our number one priority
1212
00:57:06,167 --> 00:57:08,042
so this call may be
monitored for your safety.
1213
00:57:13,542 --> 00:57:15,167
Your business
is important to us.
1214
00:57:15,208 --> 00:57:17,167
Please stay on the line,
and one of our associates
1215
00:57:17,208 --> 00:57:18,250
will be with you shortly.
1216
00:57:18,333 --> 00:57:20,708
[music over headphones]
1217
00:57:20,792 --> 00:57:22,583
Your security
is our number one priority
1218
00:57:22,667 --> 00:57:23,625
so this call may be
monitored for your safety.
1219
00:57:23,708 --> 00:57:24,792
[Christine] Shannon?
1220
00:57:24,875 --> 00:57:25,667
Yes.
1221
00:57:25,792 --> 00:57:27,500
Uh, I appreciate your help
1222
00:57:27,583 --> 00:57:29,500
and I-I'll get right
back to work.
1223
00:57:29,625 --> 00:57:31,292
[Christine] I've got Nicholas
on the other line.
1224
00:57:31,375 --> 00:57:33,125
Okay? He was
just finishing up.
1225
00:57:33,208 --> 00:57:34,833
What?
1226
00:57:34,875 --> 00:57:36,707
[Christine] Here's a good
opportunity for you
1227
00:57:36,708 --> 00:57:38,958
to show how Southwest
cares about our customers.
1228
00:57:41,250 --> 00:57:43,208
Nicholas, are you there?
1229
00:57:43,292 --> 00:57:44,708
[Nicholas] I am.
1230
00:57:44,792 --> 00:57:46,500
[Christine]
I've got Shannon on the line.
1231
00:57:46,583 --> 00:57:48,292
She was concerned
and wanted to hear
1232
00:57:48,375 --> 00:57:50,374
how things went.
1233
00:57:50,375 --> 00:57:52,042
[Nicholas] Hi, Shannon.
1234
00:57:52,167 --> 00:57:55,417
Sorry to bring you back
into this again.
1235
00:57:55,500 --> 00:57:57,167
That's all right. It's my job.
1236
00:57:57,208 --> 00:57:58,917
[Nicholas]
It's more than that.
1237
00:57:59,000 --> 00:58:01,875
I feel so lucky you were
on the other end of the line
1238
00:58:01,958 --> 00:58:04,458
willing to go through
this with me.
1239
00:58:07,500 --> 00:58:09,708
Uh, family crisis can
be overwhelming.
1240
00:58:09,792 --> 00:58:13,875
[Nicholas] You're right. But
we're not out of the woods yet.
1241
00:58:13,958 --> 00:58:17,125
And thank you for
checking in with Maggie.
1242
00:58:17,208 --> 00:58:19,083
I feel like we have a plan now,
1243
00:58:19,167 --> 00:58:24,542
and I can see some
light at the end, you know,
1244
00:58:24,625 --> 00:58:28,417
if we could just make it
through the end of the day
1245
00:58:28,542 --> 00:58:29,917
but it's so close.
1246
00:58:30,000 --> 00:58:31,917
Okay, well, I'm sure
you'll let us know
1247
00:58:32,000 --> 00:58:34,458
if you need any more help.
We're here monitoring.
1248
00:58:36,875 --> 00:58:39,583
[Nicholas] Well, I hope
you're not there too late.
1249
00:58:39,708 --> 00:58:42,125
It's soccer today, right?
St. Nobert's.
1250
00:58:43,750 --> 00:58:45,958
N-no. I mean, how did you...
1251
00:58:46,042 --> 00:58:47,500
[Nicholas]
That's right down the road.
1252
00:58:47,542 --> 00:58:48,792
Maybe if everything
gets cleared up
1253
00:58:48,875 --> 00:58:50,000
I can make it in person.
1254
00:58:52,417 --> 00:58:54,667
Thank you personally.
1255
00:58:54,708 --> 00:58:56,833
[Christine] Well, we won't
keep you any longer.
1256
00:58:56,917 --> 00:58:59,917
Thanks for taking the time
to give us your feedback.
1257
00:59:00,000 --> 00:59:01,917
[Nicholas] I already did.
Shannon remembers.
1258
00:59:04,167 --> 00:59:09,000
I gave her a glowing report
on her survey.
1259
00:59:09,042 --> 00:59:11,750
[Christine] Did that
resolve your issue?
1260
00:59:11,875 --> 00:59:15,125
[inhales] Yes. Uh,
thanks for your help.
1261
00:59:15,208 --> 00:59:18,167
[Christine] Okay. Next time,
talk to your manager first.
1262
00:59:18,292 --> 00:59:19,500
Right.
1263
00:59:21,625 --> 00:59:24,667
[breathes deeply]
1264
00:59:34,625 --> 00:59:35,792
[phone chimes]
1265
00:59:38,708 --> 00:59:40,208
[shuddered breathing]
1266
00:59:50,958 --> 00:59:52,667
[call dialing]
1267
00:59:55,458 --> 00:59:56,917
[dial tone]
1268
00:59:58,875 --> 00:59:59,958
[exhales]
1269
01:00:03,208 --> 01:00:04,292
Hello?
1270
01:00:04,375 --> 01:00:05,333
[woman 1] Hey, Shannon.
1271
01:00:05,417 --> 01:00:07,333
Hey, I-I can't talk right now.
1272
01:00:07,417 --> 01:00:08,833
I'm sorry, but I was wondering
1273
01:00:08,917 --> 01:00:10,750
if you could pick up
Dylan with Jess today.
1274
01:00:10,833 --> 01:00:12,667
[woman 1] Is everything okay?
You all right?
1275
01:00:12,750 --> 01:00:14,833
Oh, something came up at work,
1276
01:00:14,917 --> 01:00:16,375
an-and Joel can't
make it, either.
1277
01:00:16,458 --> 01:00:17,708
[woman 1] It's just that...
1278
01:00:17,792 --> 01:00:18,833
I would not be asking
if it wasn't...
1279
01:00:18,875 --> 01:00:20,791
[woman 1] I just wondered
1280
01:00:20,792 --> 01:00:22,083
because we haven't really
seen you around lately.
1281
01:00:22,167 --> 01:00:24,458
No, no. No, no, I...
1282
01:00:24,542 --> 01:00:26,333
I know I don't
come around often,
1283
01:00:26,458 --> 01:00:27,708
but I really miss you guys.
1284
01:00:27,792 --> 01:00:29,000
[woman 1]
Oh, we miss you, too.
1285
01:00:29,083 --> 01:00:30,583
And of course,
I can get Dylan today.
1286
01:00:30,667 --> 01:00:32,000
Oh, really?
1287
01:00:32,125 --> 01:00:32,958
[woman 1] Shannon.
1288
01:00:33,042 --> 01:00:34,500
If you need help, we're here.
1289
01:00:34,583 --> 01:00:37,500
Thank you so much.
I really appreciate it.
1290
01:00:37,583 --> 01:00:39,000
You have no idea.
1291
01:00:39,042 --> 01:00:40,292
[woman 1] Okay, I'm
heading out now.
1292
01:00:40,375 --> 01:00:42,042
I'll call when I've got him.
1293
01:00:42,125 --> 01:00:44,000
[exhales]
1294
01:00:44,042 --> 01:00:44,917
[sighs]
1295
01:01:22,625 --> 01:01:24,792
[dial tone]
1296
01:01:30,333 --> 01:01:31,375
[Mike] Hello?
1297
01:01:31,458 --> 01:01:33,083
Mike. Hey, it's Shannon.
1298
01:01:33,167 --> 01:01:35,333
[Mike]
From corporate, super sleuth?
1299
01:01:35,417 --> 01:01:37,167
No, no, no, no. I-it's...
1300
01:01:37,250 --> 01:01:39,083
For the client that
I spoke to you about earlier.
1301
01:01:39,167 --> 01:01:41,083
[Mike]
Who? Th-the shady guy?
1302
01:01:41,167 --> 01:01:44,083
Well, look, it looks like
he's stolen from his wife.
1303
01:01:44,167 --> 01:01:45,833
[Mike] You sure?
Y-you want to reverse it?
1304
01:01:45,875 --> 01:01:47,167
[Shannon]
Yes, exactly.
1305
01:01:47,208 --> 01:01:48,666
[Mike] Yeah, it
shouldn't be an issue.
1306
01:01:48,667 --> 01:01:50,708
Oh, great. Thank you.
1307
01:01:50,833 --> 01:01:52,167
[Mike] But that
comes from fraud.
1308
01:01:52,250 --> 01:01:54,667
I mean, in fact,
they do it directly.
1309
01:01:54,750 --> 01:01:56,500
Right. Right.
1310
01:01:56,583 --> 01:01:58,292
[Mike] And you're gonna
want evidence before call them
1311
01:01:58,375 --> 01:01:59,708
like, the specifics.
1312
01:01:59,792 --> 01:02:01,291
And it's got to
include the client.
1313
01:02:01,292 --> 01:02:02,792
You don't want to go
over someone's head.
1314
01:02:02,875 --> 01:02:04,417
But she's devastated.
1315
01:02:04,500 --> 01:02:06,333
And I don't know,
maybe she's afraid
1316
01:02:06,417 --> 01:02:08,250
to talk to her husband.
I really don't know.
1317
01:02:08,333 --> 01:02:11,792
But she absolutely
needs our help right now.
1318
01:02:11,875 --> 01:02:15,708
[Mike] Hey. Okay,
so I've got something.
1319
01:02:15,792 --> 01:02:17,208
Our little friend here
is getting antsy.
1320
01:02:17,292 --> 01:02:19,250
He already put in an automatic
transfer request
1321
01:02:19,375 --> 01:02:20,417
for this evening.
1322
01:02:20,542 --> 01:02:21,875
And you can't stay anonymous
1323
01:02:21,958 --> 01:02:23,708
if you transfer
your ill gut in cash
1324
01:02:23,792 --> 01:02:26,708
into an account with
your actual name on it.
1325
01:02:26,833 --> 01:02:28,125
Is it Nicholas Haywood?
1326
01:02:28,208 --> 01:02:32,667
[Mike]
No, it's a Steve Wilson.
1327
01:02:32,792 --> 01:02:39,167
W-wait, who? That's-that's
not Maggie's husband.
1328
01:02:39,208 --> 01:02:40,750
[Mike] Well, whoever it is,
he wants that money
1329
01:02:40,833 --> 01:02:42,833
the second it's released.
He's your guy.
1330
01:02:42,917 --> 01:02:46,000
Oh, my God. Oh, my God.
Thank you so much.
1331
01:02:46,042 --> 01:02:48,374
I-I owe you big time.
1332
01:02:48,375 --> 01:02:49,417
[Mike] Good luck.
1333
01:02:49,542 --> 01:02:50,500
[sighs]
1334
01:02:50,542 --> 01:02:52,250
And be careful, okay?
1335
01:02:52,333 --> 01:02:54,167
Yeah. Thank you.
1336
01:02:54,208 --> 01:02:55,625
[call dialing]
1337
01:02:55,708 --> 01:02:57,250
[keys clicking]
1338
01:03:02,375 --> 01:03:03,542
[Maggie] Hello?
1339
01:03:03,625 --> 01:03:05,042
Hi, Mrs. Haywood?
1340
01:03:05,125 --> 01:03:06,875
[Maggie] What is going on
with my account?
1341
01:03:06,958 --> 01:03:08,250
Has the bank figured this out?
1342
01:03:08,333 --> 01:03:10,500
Not yet. I, um...
1343
01:03:10,583 --> 01:03:11,833
I do have a question for you.
1344
01:03:11,875 --> 01:03:14,333
[Maggie] Really?
You need more from me?
1345
01:03:14,375 --> 01:03:17,000
Look, I-I know, but, um...
1346
01:03:17,083 --> 01:03:20,875
Do you happen to know
someone named Steve Wilson?
1347
01:03:24,000 --> 01:03:26,292
[Maggie]
Steve?
1348
01:03:26,375 --> 01:03:29,000
Well, it looks like he may
have been involved
1349
01:03:29,125 --> 01:03:31,333
in the attack on your account.
1350
01:03:31,417 --> 01:03:34,792
[Maggie] What?
He attacked my account?
1351
01:03:34,875 --> 01:03:37,875
I-I'm so sorry.
1352
01:03:37,958 --> 01:03:41,500
Is there anything that you
can tell me for the dispute?
1353
01:03:41,625 --> 01:03:45,250
[Maggie]
Ah, yeah, I know Steve.
1354
01:03:47,542 --> 01:03:49,583
He's Willow's dad.
1355
01:03:49,667 --> 01:03:52,833
He's unstable and a liar.
1356
01:03:52,917 --> 01:03:55,833
You never know
what he's going to do next.
1357
01:03:55,917 --> 01:03:59,333
He is unsafe.
It's why we left him.
1358
01:03:59,417 --> 01:04:01,125
We had to get an order.
1359
01:04:01,208 --> 01:04:03,583
We finally have some
stability in our lives.
1360
01:04:03,667 --> 01:04:06,583
I can't believe
he's coming after us again.
1361
01:04:06,667 --> 01:04:10,458
I'm... I'm so sorry.
I didn't...
1362
01:04:10,542 --> 01:04:12,667
[Maggie] You have no idea
what he is capable of.
1363
01:04:12,708 --> 01:04:14,167
If you are sure it's him,
1364
01:04:14,208 --> 01:04:18,000
you should steer clear
for your own safety.
1365
01:04:18,083 --> 01:04:20,042
Um...
1366
01:04:20,125 --> 01:04:22,167
I-I'm gonna
alert security right away.
1367
01:04:22,250 --> 01:04:25,000
And someone from the bank
will be reaching out to you
1368
01:04:25,042 --> 01:04:26,792
once they start
the investigation.
1369
01:04:26,875 --> 01:04:29,458
[Maggie]
Don't involve us. Please.
1370
01:04:29,542 --> 01:04:31,500
Keep my family out of it.
1371
01:04:31,583 --> 01:04:34,167
I'm sorry, but I can't.
1372
01:04:34,292 --> 01:04:38,375
Willow and I can't
ever see him again.
1373
01:04:38,458 --> 01:04:40,375
Yeah. I'm so sorry.
1374
01:04:49,792 --> 01:04:52,583
[clock ticking]
1375
01:04:59,333 --> 01:05:00,542
[keys clicking]
1376
01:05:15,708 --> 01:05:17,958
[breathes deeply]
1377
01:05:25,375 --> 01:05:26,417
[door closes]
1378
01:05:43,625 --> 01:05:45,833
[receiver clicks]
1379
01:05:45,875 --> 01:05:47,292
[sighs]
1380
01:05:51,958 --> 01:05:54,792
[dialing]
1381
01:05:54,875 --> 01:05:56,333
[call dialing]
1382
01:05:56,417 --> 01:05:58,333
[sighs]
1383
01:05:58,417 --> 01:06:00,083
[woman]
Hello. Fraud department.
1384
01:06:00,167 --> 01:06:03,542
Hi This is Shannon in Retail.
I need to make a report.
1385
01:06:03,625 --> 01:06:06,333
[woman 1] Okay, Is this
an existing account, or new?
1386
01:06:06,375 --> 01:06:07,333
New.
1387
01:06:07,417 --> 01:06:08,667
[woman 1] Who's the client?
1388
01:06:08,750 --> 01:06:10,375
Maggie Haywood.
1389
01:06:10,458 --> 01:06:13,042
[woman 1] Okay. Can you
summarize the situation?
1390
01:06:13,125 --> 01:06:14,917
Okay, um, the client,
1391
01:06:15,042 --> 01:06:17,375
w-well, her husband
called in this morning
1392
01:06:17,458 --> 01:06:19,167
and he said that
she was in an accident
1393
01:06:19,250 --> 01:06:21,375
and needed access to an account.
1394
01:06:21,458 --> 01:06:23,625
But it looks like
it was identity fraud.
1395
01:06:23,708 --> 01:06:25,542
[woman 1]
Slow down, slow down.
1396
01:06:25,625 --> 01:06:28,000
There are a lot of notes
on this account.
1397
01:06:28,083 --> 01:06:30,917
It also went to Christine.
1398
01:06:31,042 --> 01:06:32,542
The husband's name is in here.
1399
01:06:32,625 --> 01:06:34,208
I-it wasn't the husband.
1400
01:06:34,292 --> 01:06:36,958
It's someone else
named Steve Wilson.
1401
01:06:37,042 --> 01:06:38,250
He made an attempt
on the account
1402
01:06:38,333 --> 01:06:40,167
and I tried to put a hold on it,
1403
01:06:40,208 --> 01:06:42,292
but somehow he was able
to reverse it. I don't know...
1404
01:06:42,375 --> 01:06:45,667
[woman 1] Why didn't you send
here when it first happened?
1405
01:06:45,750 --> 01:06:47,833
This would have been a lot
easier if we stopped it
1406
01:06:47,917 --> 01:06:49,708
electronically the first time.
1407
01:06:49,792 --> 01:06:51,958
I'm freezing all the accounts.
1408
01:06:52,042 --> 01:06:53,792
And given the situation,
it'll be weeks
1409
01:06:53,875 --> 01:06:58,000
until we know if it's
fraudulent, or made an error.
1410
01:06:58,083 --> 01:07:02,125
It-it wasn't an error.
He did this to her.
1411
01:07:02,208 --> 01:07:04,000
[woman 1] For your sake,
I hope it's an error
1412
01:07:04,042 --> 01:07:06,417
and not conspiracy
to commit fraud.
1413
01:07:06,542 --> 01:07:09,125
Conspiracy with who?
I would never do...
1414
01:07:09,208 --> 01:07:12,000
[woman 1] Well, that's why
we have procedures in place.
1415
01:07:12,083 --> 01:07:14,125
Not knowing isn't a defense.
1416
01:07:14,208 --> 01:07:15,708
Uh, I know, but I...
1417
01:07:15,792 --> 01:07:18,250
[woman 1] Have you spoken
with your manager yet?
1418
01:07:18,333 --> 01:07:20,583
No, no. Uh, not yet.
But I have been trying to go...
1419
01:07:20,667 --> 01:07:22,000
[woman 1] We'll
go through the call logs
1420
01:07:22,083 --> 01:07:23,667
and fill out a proper report.
1421
01:07:24,917 --> 01:07:26,083
Report?
1422
01:07:26,167 --> 01:07:27,624
[woman 1] Open an investigation.
1423
01:07:27,625 --> 01:07:29,250
You'll be questioned,
1424
01:07:29,375 --> 01:07:30,625
and there'll be a
deliberation process.
1425
01:07:30,708 --> 01:07:32,583
No, no, no, no, no, no.
Wait, wait, listen.
1426
01:07:32,667 --> 01:07:35,167
You-you have to understand
that this...
1427
01:07:35,208 --> 01:07:36,292
[woman 1]
We'll be in touch.
1428
01:07:41,042 --> 01:07:43,375
[receiver thuds]
1429
01:07:43,458 --> 01:07:44,750
[sighs]
1430
01:07:49,500 --> 01:07:51,292
[dial tone]
1431
01:07:51,375 --> 01:07:54,167
[sighs]
1432
01:07:56,208 --> 01:07:59,833
Hey. H-how did the pick-up
go? Is Dylan okay?
1433
01:07:59,917 --> 01:08:01,749
[woman 2]
Dylan's not with you?
1434
01:08:01,750 --> 01:08:03,667
What? No!
1435
01:08:03,708 --> 01:08:05,250
[woman 2] Yeah. Jess said
he wasn't outside.
1436
01:08:05,375 --> 01:08:06,500
She thought Joel picked him up.
1437
01:08:06,625 --> 01:08:07,958
What? No, no, no, no!
1438
01:08:08,042 --> 01:08:09,208
Joel can't...
That's why I asked you!
1439
01:08:09,292 --> 01:08:11,000
[woman 2] Oh, God, I'm sorry.
1440
01:08:11,083 --> 01:08:12,708
I-I'll swing back
around, okay? Right now.
1441
01:08:12,833 --> 01:08:14,458
Okay, now.
1442
01:08:14,542 --> 01:08:15,708
[woman 2] Yeah.
I'll call when we get there.
1443
01:08:16,417 --> 01:08:17,458
Okay.
1444
01:08:19,792 --> 01:08:21,458
[whispers] Oh, come on,
come on, come on, come on.
1445
01:08:21,542 --> 01:08:22,500
[dial tone]
1446
01:08:22,542 --> 01:08:23,458
Come on.
1447
01:08:24,958 --> 01:08:26,625
Joel, did you pick up Dylan?
1448
01:08:26,708 --> 01:08:29,042
[Joel] No. No.
We talked about this.
1449
01:08:29,125 --> 01:08:30,375
I know. I asked Jess's mom to...
1450
01:08:30,458 --> 01:08:31,542
[Joel] No, I don't
know. Call her.
1451
01:08:31,625 --> 01:08:33,083
I did.
1452
01:08:33,167 --> 01:08:34,500
[Joel] What are you
yelling at me for?
1453
01:08:34,542 --> 01:08:35,833
I told you
I couldn't pick him up.
1454
01:08:35,917 --> 01:08:36,875
I know, I know. Can you just...
1455
01:08:36,958 --> 01:08:37,958
[Joel] Do you want me to call
1456
01:08:38,042 --> 01:08:39,250
the police, the FBI, the CIA?
1457
01:08:39,333 --> 01:08:40,500
Are you listening to me?
1458
01:08:40,583 --> 01:08:43,333
Our son is missing!
Do you hear me?!
1459
01:08:43,417 --> 01:08:45,333
[Joel] 'Cause you do this
all the time, Shannon.
1460
01:08:45,375 --> 01:08:47,125
You call me overreacting
1461
01:08:47,208 --> 01:08:49,250
like everything's
the end of the world.
1462
01:08:49,333 --> 01:08:52,458
For God's sake!
You sound crazy.
1463
01:08:52,542 --> 01:08:57,667
I am not crazy.
You are just useless.
1464
01:08:57,750 --> 01:08:59,500
And you can forget everything
about mediation.
1465
01:08:59,542 --> 01:09:02,375
I'm done! And I'm gonna
go find Dylan.
1466
01:09:02,458 --> 01:09:04,167
[Joel] Big point
before you start making...
1467
01:09:04,250 --> 01:09:06,083
[phone chimes]
1468
01:09:20,208 --> 01:09:21,500
There you are.
1469
01:09:23,625 --> 01:09:24,625
What's going on?
1470
01:09:24,708 --> 01:09:25,833
I just received a call
1471
01:09:25,917 --> 01:09:27,250
from the fraud department,
Shannon.
1472
01:09:29,375 --> 01:09:31,542
I'm sorry.
I can't explain every...
1473
01:09:31,625 --> 01:09:33,333
We need to talk
about this now, Shannon.
1474
01:09:34,708 --> 01:09:36,667
Now.
1475
01:09:36,750 --> 01:09:39,333
- I'm sorry.
- Shannon!
1476
01:09:39,375 --> 01:09:41,208
[Pilar] If you leave
now, you're fired.
1477
01:09:42,958 --> 01:09:45,042
[car engine rattling]
1478
01:09:45,125 --> 01:09:47,792
Come on, please. Ugh! Not now.
1479
01:09:47,875 --> 01:09:50,625
[groans angrily]
1480
01:09:52,792 --> 01:09:55,625
[crying]
1481
01:09:57,708 --> 01:09:58,542
[straining]
1482
01:09:59,708 --> 01:10:00,833
[thuds]
1483
01:10:02,625 --> 01:10:03,667
[Dylan laughing]
1484
01:10:03,708 --> 01:10:05,042
[sighs]
1485
01:10:05,125 --> 01:10:08,667
- I scared you.
- Oh!
1486
01:10:08,708 --> 01:10:10,667
What're you doing here?
How did you get here?
1487
01:10:10,750 --> 01:10:12,708
- Walked.
- All the way from school?
1488
01:10:14,500 --> 01:10:16,499
W-well, didn't, uh,
Jess's mom tell you
1489
01:10:16,500 --> 01:10:18,417
that she was gonna pick you up?
1490
01:10:18,500 --> 01:10:19,708
I'm so glad that you're okay.
1491
01:10:21,333 --> 01:10:23,167
Are you okay?
1492
01:10:23,292 --> 01:10:25,833
Yeah. Why wouldn't I be?
1493
01:10:25,875 --> 01:10:26,833
[sighs]
1494
01:10:30,167 --> 01:10:32,292
I'm so sorry. No one
was there to pick you up.
1495
01:10:32,375 --> 01:10:34,792
But it's never going
to happen again. I promise.
1496
01:10:34,875 --> 01:10:36,208
Mom, why are you crying?
1497
01:10:38,000 --> 01:10:38,875
It's nothing.
1498
01:10:45,833 --> 01:10:47,542
Mom, I have to pee.
1499
01:10:47,625 --> 01:10:49,083
Yeah, sure, honey. No problem.
1500
01:10:49,208 --> 01:10:50,333
Let's go inside.
1501
01:11:09,125 --> 01:11:11,250
[door opens]
1502
01:11:11,333 --> 01:11:13,000
Go ahead, honey.
It's down there.
1503
01:11:13,083 --> 01:11:14,208
Bye, mom.
1504
01:11:18,292 --> 01:11:19,958
[door squeaking]
1505
01:11:20,042 --> 01:11:21,250
[door closes]
1506
01:11:35,458 --> 01:11:38,000
You know, uh... [sighs]
1507
01:11:38,083 --> 01:11:40,792
When a door closes, you, um...
1508
01:11:42,375 --> 01:11:44,542
This is the way.
Yeah. Out. Yeah.
1509
01:11:52,375 --> 01:11:54,667
Hey. I'm sorry.
1510
01:11:57,292 --> 01:11:58,792
Uh, it's not your fault.
1511
01:12:05,000 --> 01:12:06,542
Dylan is sprouting up.
1512
01:12:15,833 --> 01:12:16,833
[sighs]
1513
01:12:19,458 --> 01:12:21,958
- I'll be right back.
- I'll watch him.
1514
01:12:31,542 --> 01:12:33,958
- Can I come in?
- Now you have time.
1515
01:12:38,542 --> 01:12:40,750
I'm sorry for running out.
1516
01:12:40,833 --> 01:12:44,083
This morning, I thought that
somebody was in real trouble,
1517
01:12:44,167 --> 01:12:45,917
and I thought that I could help.
1518
01:12:46,000 --> 01:12:48,458
But it-it turned out to
be some elaborate scheme
1519
01:12:48,542 --> 01:12:50,625
by her ex-husband.
1520
01:12:50,708 --> 01:12:52,458
I was wrong. I-I-I-I panicked.
1521
01:12:52,542 --> 01:12:54,583
I-I broke protocol.
1522
01:12:54,667 --> 01:12:58,000
- I didn't want to lose my job.
- Well, the job is protocols.
1523
01:12:58,042 --> 01:13:02,042
We're not marriage counselors.
This is a credit union.
1524
01:13:02,167 --> 01:13:03,542
I don't know
what you want me to do.
1525
01:13:03,625 --> 01:13:05,667
I was scared.
You have to believe me.
1526
01:13:05,708 --> 01:13:08,042
He was threatening
that he would do anything.
1527
01:13:08,125 --> 01:13:09,208
I mean, he was
going after Dylan.
1528
01:13:09,292 --> 01:13:11,000
Why wouldn't you come to me?
1529
01:13:11,042 --> 01:13:13,000
And that's why we have
a department that handles that.
1530
01:13:13,083 --> 01:13:15,917
- It was a mistake.
- [Pilar] No. It was a lie.
1531
01:13:16,000 --> 01:13:18,667
You lied to my face
more than once.
1532
01:13:18,708 --> 01:13:21,500
I know. I know.
And I am sorry.
1533
01:13:21,583 --> 01:13:23,708
Well, why should I believe
anything that you say to me now?
1534
01:13:23,792 --> 01:13:26,000
Because I would do anything
to make this right.
1535
01:13:26,083 --> 01:13:28,833
I mean, you have to believe me.
I am telling you the truth now.
1536
01:13:28,875 --> 01:13:30,667
Fraud is a felony.
1537
01:13:30,708 --> 01:13:33,875
You're lucky you don't
go to jail for this.
1538
01:13:33,958 --> 01:13:35,583
[Pilar] Don't you have anything
else to say for yourself?
1539
01:13:37,542 --> 01:13:41,917
No. No, y-y-you're right.
1540
01:13:42,000 --> 01:13:44,125
[Shannon] I'm wrong.
I was totally wrong.
1541
01:13:44,208 --> 01:13:46,583
I... [sighs]
1542
01:13:46,708 --> 01:13:50,167
I have not been in a good place.
1543
01:13:50,208 --> 01:13:54,000
And I thought that if I tried
harder that everything
1544
01:13:54,042 --> 01:13:55,583
would work out. It...
1545
01:13:55,667 --> 01:13:59,792
But no matter how much
I try or even walk away,
1546
01:14:00,875 --> 01:14:01,792
I always fall short.
1547
01:14:03,167 --> 01:14:05,583
At work, in my marriage...
1548
01:14:06,917 --> 01:14:07,792
with Dylan.
1549
01:14:10,208 --> 01:14:12,750
Look, what I mean
to say is, um...
1550
01:14:12,833 --> 01:14:15,958
[sighs] I really appreciate
the opportunity you gave me.
1551
01:14:24,458 --> 01:14:27,500
[clattering]
1552
01:14:31,417 --> 01:14:32,542
[door opens]
1553
01:14:35,500 --> 01:14:37,917
[footsteps approaching]
1554
01:14:38,000 --> 01:14:41,333
Hey, little man.
You running this place?
1555
01:14:41,417 --> 01:14:43,333
[laughs]
1556
01:14:43,375 --> 01:14:45,875
- You want a candy?
- I love candy.
1557
01:14:45,958 --> 01:14:47,500
Thank you.
1558
01:14:47,625 --> 01:14:50,667
I'm here to meet Shannon.
She's still around?
1559
01:14:50,708 --> 01:14:53,000
- My mom?
- Is that so?
1560
01:14:54,792 --> 01:14:56,792
Well, it'll all come out
in the investigation.
1561
01:15:01,542 --> 01:15:02,708
Please pack up your things.
1562
01:15:13,000 --> 01:15:13,917
[door closes]
1563
01:15:15,708 --> 01:15:18,167
I mean, my bully
always takes mine.
1564
01:15:18,250 --> 01:15:21,417
It's kind of sad and he never
wants to give him back.
1565
01:15:21,542 --> 01:15:24,333
[Dylan] And I think
he's disgusting...
1566
01:15:24,417 --> 01:15:27,167
Dylan? Honey,
what're you doing?
1567
01:15:32,042 --> 01:15:34,500
[chuckles]
Shannon...
1568
01:15:36,875 --> 01:15:39,500
[Steve] Do I make you nervous?
'Cause you answered the phone?
1569
01:15:39,583 --> 01:15:40,625
Shit, you've given me everything
1570
01:15:40,708 --> 01:15:42,083
I need to get my money.
1571
01:15:42,208 --> 01:15:45,208
If I were you, I'd be
very careful, Shannon.
1572
01:15:45,333 --> 01:15:47,167
Sometimes customers retaliate.
1573
01:15:51,333 --> 01:15:53,667
Dylan, please come here.
Honey. Please.
1574
01:15:53,750 --> 01:15:56,917
It is so good to finally meet.
1575
01:15:57,042 --> 01:15:59,958
You remember?
We talked earlier today?
1576
01:16:00,042 --> 01:16:02,292
I was having trouble
with my wife's account
1577
01:16:02,375 --> 01:16:05,792
and wanted to make sure I took
care of it before 5:00 p.m.
1578
01:16:09,208 --> 01:16:11,250
We're closed.
1579
01:16:11,333 --> 01:16:14,542
I-it's a shame. I just came
all the way down here.
1580
01:16:16,958 --> 01:16:19,792
Maybe we can find
the place to talk in private.
1581
01:16:21,708 --> 01:16:24,749
Your boy could come.
I don't mind.
1582
01:16:24,750 --> 01:16:27,833
No. Honey, why don't you
go, um, with Jamelia?
1583
01:16:27,917 --> 01:16:29,208
I'm just gonna handle
a quick work thing.
1584
01:16:56,125 --> 01:16:56,958
[chuckles]
1585
01:16:58,708 --> 01:17:00,792
You know,
people look different...
1586
01:17:00,875 --> 01:17:02,250
when you meet them in person.
1587
01:17:05,458 --> 01:17:06,833
You look nice.
1588
01:17:06,958 --> 01:17:09,833
Stay away from my family.
1589
01:17:09,917 --> 01:17:13,000
I actually tried a few
people and I just knew
1590
01:17:13,042 --> 01:17:16,333
that you would cooperate
when you answered.
1591
01:17:16,417 --> 01:17:18,000
And you made
it really easy for me.
1592
01:17:18,042 --> 01:17:20,833
You did, a lot easier
than I would have thought.
1593
01:17:20,917 --> 01:17:23,167
You don't know when to quit.
1594
01:17:23,250 --> 01:17:26,917
- I want my money.
- You stole from her.
1595
01:17:27,042 --> 01:17:28,458
You helped me. [chuckles]
1596
01:17:28,542 --> 01:17:30,333
The bank records,
all the phone calls.
1597
01:17:30,375 --> 01:17:31,875
You mean the ones
1598
01:17:32,000 --> 01:17:34,708
where you unlocked
my wife's account?
1599
01:17:34,792 --> 01:17:37,625
Where you admit you did it?
1600
01:17:37,708 --> 01:17:39,208
How will you explain
what you were up to
1601
01:17:39,333 --> 01:17:41,708
with Maggie's husband?
1602
01:17:41,833 --> 01:17:43,542
[Shannon] The first
thing I'll tell them
1603
01:17:43,625 --> 01:17:45,000
is that you're not
Maggie's husband anymore,
1604
01:17:46,167 --> 01:17:47,292
are you, Steve?
1605
01:17:48,875 --> 01:17:50,500
I'm just tryna figure out
1606
01:17:50,583 --> 01:17:51,875
what kind of person
I'm dealing with.
1607
01:17:54,875 --> 01:17:56,042
[whispers]
You have no idea...
1608
01:17:57,667 --> 01:17:58,750
what you're talking about.
1609
01:17:59,917 --> 01:18:02,375
She took everything from me.
1610
01:18:02,458 --> 01:18:03,917
It's always
her side of the story.
1611
01:18:04,042 --> 01:18:08,833
And this guy gets to replace me?
Live my life? Uh-uh.
1612
01:18:08,958 --> 01:18:10,917
This morning, I did
everything I could
1613
01:18:11,000 --> 01:18:14,667
to help you and your wife,
because that's what people do.
1614
01:18:14,750 --> 01:18:17,167
You know what it's like
to have a felony?
1615
01:18:17,250 --> 01:18:19,999
To make a stupid mistake
when you're young?
1616
01:18:20,000 --> 01:18:24,042
To be a man in a divorce?
She used everything against me.
1617
01:18:26,083 --> 01:18:29,707
You see me here like this.
That is my fair share.
1618
01:18:29,708 --> 01:18:33,333
I am entitled to that money.
1619
01:18:33,417 --> 01:18:36,542
Do you really think you're
gonna get away with this?
1620
01:18:36,625 --> 01:18:39,042
Don't you realize that you're
just making things worse?
1621
01:18:40,792 --> 01:18:42,000
I don't think so.
1622
01:18:44,583 --> 01:18:49,917
- Reality is... nobody cares.
- I care.
1623
01:18:50,000 --> 01:18:53,000
[whispering] Nobody cares
that you care, Shannon.
1624
01:18:54,792 --> 01:18:58,208
People like us...
we end up in the same place.
1625
01:19:00,750 --> 01:19:02,250
I am nothing like you.
1626
01:19:04,542 --> 01:19:08,000
If you do not do
what you have told,
1627
01:19:08,042 --> 01:19:09,917
you will be implicated
in a felony.
1628
01:19:11,417 --> 01:19:13,292
You will be fired.
1629
01:19:15,375 --> 01:19:16,375
How is it going to feel...
1630
01:19:17,708 --> 01:19:20,000
when you lose your son, huh?
1631
01:19:20,083 --> 01:19:20,917
[whimpers]
1632
01:19:21,542 --> 01:19:22,708
Huh?!
1633
01:19:28,333 --> 01:19:30,583
Shannon, what's going on?
1634
01:19:30,667 --> 01:19:33,458
And I-I'm sorry.
Who-who's this?
1635
01:19:33,542 --> 01:19:37,333
This woman? She set me up.
I don't know what her plan was.
1636
01:19:37,375 --> 01:19:40,083
[Steve] She's frozen my account.
She's screwed with my family.
1637
01:19:40,167 --> 01:19:43,333
She's desperate. She's trying to
steal money and pin it on me.
1638
01:19:43,375 --> 01:19:47,125
She has been stalking me
all day, threatening me.
1639
01:19:47,208 --> 01:19:49,458
She's lying to everyone.
She's lying to you.
1640
01:19:49,542 --> 01:19:51,000
She's lying to my family.
1641
01:19:51,083 --> 01:19:53,208
- Okay.
- You got to help me here.
1642
01:19:53,292 --> 01:19:54,875
Okay.
1643
01:19:54,958 --> 01:19:56,875
Let's just stay calm, okay?
1644
01:19:58,792 --> 01:19:59,958
She needs to be fired.
1645
01:20:02,833 --> 01:20:05,167
I've already been fired.
1646
01:20:05,250 --> 01:20:07,541
And I wasn't the one
to stop the transaction.
1647
01:20:07,542 --> 01:20:08,708
It was the fraud department.
1648
01:20:08,875 --> 01:20:10,667
You...
1649
01:20:10,750 --> 01:20:13,417
They know everything.
All about you.
1650
01:20:14,875 --> 01:20:17,458
And so does Maggie and Willow.
1651
01:20:18,708 --> 01:20:20,125
They know what you tried to do.
1652
01:20:24,708 --> 01:20:27,833
You, you, you...
She's lying.
1653
01:20:27,917 --> 01:20:30,208
- You can't do this to me.
- I'm going to call security.
1654
01:20:30,292 --> 01:20:31,458
Stop! No!
1655
01:20:31,542 --> 01:20:34,333
[screams]
1656
01:20:38,375 --> 01:20:39,333
[thudding]
1657
01:20:40,792 --> 01:20:41,917
[breathes deeply]
1658
01:20:46,542 --> 01:20:49,333
[panting]
1659
01:21:07,333 --> 01:21:08,375
[clattering]
1660
01:21:24,000 --> 01:21:26,958
[siren wailing]
1661
01:21:31,375 --> 01:21:32,542
It'll be okay.
1662
01:21:32,625 --> 01:21:35,375
[police radio chatter]
1663
01:21:38,625 --> 01:21:41,375
[indistinct chatter]
1664
01:21:57,667 --> 01:21:58,875
[Pilar] Shannon.
1665
01:22:01,917 --> 01:22:03,541
I spoke to the officer.
1666
01:22:03,542 --> 01:22:05,333
They're gonna want
a statement from you too.
1667
01:22:05,375 --> 01:22:08,125
But I told him we can
wait till tomorrow.
1668
01:22:08,208 --> 01:22:10,208
- Thank you.
- You okay?
1669
01:22:11,458 --> 01:22:13,208
- Are you?
- Yeah.
1670
01:22:16,000 --> 01:22:18,542
I'll need you to sit down.
1671
01:22:18,625 --> 01:22:21,167
- That maybe next week.
- Okay.
1672
01:22:23,250 --> 01:22:25,667
- I'll help if I can.
- Thank you.
1673
01:22:32,375 --> 01:22:38,000
So, Dylan, you know
you're growing up now
1674
01:22:38,042 --> 01:22:39,500
and there's something
that I want to tell you.
1675
01:22:41,625 --> 01:22:44,458
Your father and I, we might
have to make some decisions,
1676
01:22:44,542 --> 01:22:47,958
but I just want you to know
that no matter what happens,
1677
01:22:48,083 --> 01:22:49,750
we're always gonna love you.
1678
01:22:49,833 --> 01:22:51,167
- Okay?
- I know that.
1679
01:22:52,458 --> 01:22:54,042
[chuckles]
1680
01:22:56,292 --> 01:22:58,833
Can we get ice cream and fries?
1681
01:22:58,917 --> 01:23:01,208
Whoa, that is quite the combo.
1682
01:23:02,208 --> 01:23:04,125
What did you have at school?
1683
01:23:04,208 --> 01:23:08,792
I mean, I had an ice cream,
but it's small and...
1684
01:23:08,875 --> 01:23:11,833
Oh, someone took it again?
1685
01:23:11,875 --> 01:23:14,375
[Dylan] No. You told
me to say something.
1686
01:23:14,458 --> 01:23:15,458
[Shannon chuckles]
125803
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