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Would you like to inspect the original subtitles? These are the user uploaded subtitles that are being translated: 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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