- 2 months ago
- #mylifeisontheline
- #fullmovie
- #dramafilm
- #thriller
In this gripping drama, Shannon, a credit union call center employee, faces an impending separation and custody battle. Her life takes a dangerous turn when an incoming call embroils her in a fraud scam, threatening her job and family. Discover how Shannon navigates this high-stakes situation.
drama thriller fraud custody-battle call-center family-drama suspense my-life-is-on-the-line
#MyLifeIsOnTheLine #FullMovie #DramaFilm #Thriller
drama thriller fraud custody-battle call-center family-drama suspense my-life-is-on-the-line
#MyLifeIsOnTheLine #FullMovie #DramaFilm #Thriller
Category
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PeopleTranscript
00:00:00Welcome to Southwest Credit Union.
00:00:14Your security is our number one priority, so this call may be monitored for your safety.
00:00:18Please enter your 10-digit account number to get started.
00:00:23Please hold, and an agent will be with you shortly.
00:00:25Hello, I'm afraid you're coming with your savings.
00:00:27Your business is important to us.
00:00:29Please deal.
00:00:30Please deal.
00:00:31Please deal.
00:00:32Please deal.
00:00:33Please deal.
00:00:34Please deal.
00:00:35Please deal.
00:00:36Please deal.
00:00:37Please deal.
00:00:38Please deal.
00:00:39Please deal.
00:00:40Your security is our number one priority, so this call may be monitored for your safety.
00:00:45Center your 10-digit account number to get started.
00:00:50You should be more careful.
00:00:52You never know who you're talking to.
00:00:55And at lunch, he always makes me trade my candy with him.
00:01:03If I say no, he's gonna make my life worse.
00:01:06Well, you don't have to give away your food if you don't want to.
00:01:09He's so mean to me.
00:01:10He's so mean to me.
00:01:11He gives me these homemade granola bars that taste awful, Mom.
00:01:14I hate him.
00:01:15I hate him.
00:01:16Honey, Dylan.
00:01:17I can't talk like that, okay?
00:01:19Just tell your teacher it's not okay, silly.
00:01:21Then they'll make fun of me for being a snitch.
00:01:23And that's even worse.
00:01:24You're not a snitch.
00:01:26You're a strong, handsome boy.
00:01:29And you can just tell them you don't want to share.
00:01:31And that's it.
00:01:32I'll try my best.
00:01:33Thanks, Mom.
00:01:34Come on, we gotta go wrap it up.
00:01:35Dad!
00:01:36I wanna keep talking to Mom.
00:01:37Shannon, are you good to pick up at four?
00:01:39What?
00:01:40No, uh...
00:01:41Wait.
00:01:42We said Tuesday was your day, and I have to work.
00:01:45Does Shan...
00:01:46Like I don't have to work?
00:01:48It's just that...
00:01:50We talked about this.
00:01:51I can't just leave whenever I want.
00:01:53Shannon, the mediator said you need to be more present, but that's fine.
00:01:56I'll let her know you can't make it.
00:01:58Again.
00:01:59I'll make it work.
00:02:00God.
00:02:01Thanks for not making a big deal out of this, Shan.
00:02:03All right, Chief.
00:02:04Let's go. You ready?
00:02:05Tell Mom I said bye.
00:02:06Bye, Mom.
00:02:07Have a good day at work.
00:02:08Hey, maybe I could...
00:02:23That's enough.
00:02:25Could you come back in the morning, chef?
00:02:26I was like, don't you know?
00:02:27I'll come back in the morning.
00:02:29I'm not sure.
00:02:30I'm not a good day, right?
00:02:31I may not.
00:02:32Any favorite thing?
00:02:33I was just like a woman, too.
00:02:34I'm gonna go.
00:02:35He would take her to the night.
00:02:36I was just like,
00:02:36no, no, not a day.
00:02:38I was just like you were too late at work.
00:02:39I was just like, hey, you're too late at work.
00:02:41I was just like a woman.
00:02:42Who's like a woman.
00:02:43I'm like, you're too late at work.
00:02:44I don't know if you're like a woman.
00:02:45I'm gonna go into the night.
00:02:46I'm like, I'm pregnant.
00:02:47Welcome to Southwest Credit Union.
00:02:57Your security is our number one priority, so this call may be monitored for your safety.
00:03:02This branch is temporarily operating at reduced hours.
00:03:05Southwest, thank you for your patience.
00:03:14Your business is important to us.
00:03:16Please stay on the line, and one of our associates will be with you.
00:03:19Hello, Southwest Credit, this is Shannon.
00:03:21Can I have your name, please?
00:03:22I got one mouth, only one of them.
00:03:25Hello?
00:03:25Hello?
00:03:26No, no, man, no, I only want one of those things.
00:03:28I'm sorry, I can't...
00:03:30Yeah, just one, yeah, man, okay, you ring it up, man.
00:03:33Hello?
00:03:33Yes, this is Southwest.
00:03:35Oh, yeah, sorry, uh, uh, God, no, this dude...
00:03:38That's all right, um, can I have your...
00:03:41Yeah, yeah, I'm sorry, what?
00:03:44Your, your name, please?
00:03:46Uh, Richard Bennett.
00:03:47All right, thank you, man.
00:03:48All right, hi, Richard.
00:03:49How can I help you today?
00:03:51I was trying to, uh, you know, I was trying to book a flight online, but it won't let me.
00:03:55Okay, let me see what I can do.
00:03:58I just need to verify the account.
00:04:00Do you have the phone password?
00:04:02What?
00:04:03The...
00:04:03There's a passphrase, or we can try...
00:04:06Oh, damn.
00:04:06Um, um, 9-1-1-4, I think, you know, the 20-year anniversary is my turn to plan something.
00:04:15That's something, isn't it?
00:04:17Okay, looks like I can enroll you in the perks program right now, free of charge.
00:04:22Oh, yeah, I mean, I guess.
00:04:23Yes, free, yeah, whatever you gotta do, okay?
00:04:26And, sir, if you don't mind, there's a short survey after we finish.
00:04:30It's not even two minutes.
00:04:32Oh, yeah, yeah, yeah, I get it, no problem.
00:04:34Thanks.
00:04:35That means a lot for us.
00:04:36Okay, uh, you are all set.
00:04:40Really?
00:04:41Hey, that was easy.
00:04:43Yeah, we try to make it that way.
00:04:44I used my perks for Playa del Carmen.
00:04:46That was before kids are gone.
00:04:47So, where are you, uh, going?
00:04:49What the hell are you doing, man?
00:04:50Come on, I'm moving it.
00:04:52I said, I'm, you see me walking toward it right now.
00:04:59Oh, no.
00:05:01Sure, I'll hold it.
00:05:04Oh, this day is just not starting off very well.
00:05:08You should use your breath.
00:05:14Breathe.
00:05:15I can hear you.
00:05:16You're, you're holding your breath.
00:05:18Am I?
00:05:18Yeah, I can hear.
00:05:21Do you breathe with your belly?
00:05:24Short breaths are defensive.
00:05:26Affirmative communication comes from...
00:05:29Personal power coaching.
00:05:35Right.
00:05:36Like karate?
00:05:40My nephew does karate.
00:05:42It's all about breathing, right?
00:05:44I don't know.
00:05:45I don't teach karate.
00:05:47I've, uh, been browsing through the staff directories, and I, I gotta say, you two seem like the most interesting people here.
00:05:56And the only people here.
00:05:58I guess it's good they put us together.
00:06:01The three amigos.
00:06:03Hello, Southwest Credit.
00:06:03This is Shannon.
00:06:04How are you doing today, Mrs. Miller?
00:06:06Where's this town guy?
00:06:07Sit.
00:06:08You're at his desk.
00:06:10He didn't make his surveys.
00:06:15Anything else I can do for you?
00:06:16Thank you for calling Southwest Credit Union.
00:06:23Come on, let's break.
00:06:25I, I gotta get a few more in, sorry.
00:06:29Are you okay?
00:06:30Yeah, I'm not, I'm good.
00:06:34Yeah.
00:06:34I'm just here providing a solid and reliable presence in Dylan's life.
00:06:39And you are.
00:06:41I can attest to that.
00:06:42Bring me into that court.
00:06:44I dress up real fancy.
00:06:47Please don't say that.
00:06:50I'm very sorry.
00:06:52I'm so sorry.
00:06:53Nope, yep, I will correct that right away.
00:06:56Hello, Southwest Credit.
00:06:57This is Shannon.
00:06:58How are you doing today, Mrs. Howard?
00:06:59It's miss, not missus.
00:07:01Oh, I'm sorry, we can't update that.
00:07:04What time do you close?
00:07:055 p.m. on weekdays.
00:07:065 p.m.?
00:07:07Yes, is there anything else I can do?
00:07:09Oh, good, I can still make it.
00:07:12Sorry, what was your passphrase again?
00:07:16I haven't seen it.
00:07:17Oh, oh, right, right, right, right.
00:07:18Sorry.
00:07:19This is my phone.
00:07:20I haven't, it's on my list.
00:07:23Sorry, can you say that again?
00:07:24It's just my, my, uh, my headset's getting a little funky.
00:07:31Good morning, Demelia.
00:07:35Good morning.
00:07:36Shannon, we're gonna get those survey numbers up, yes?
00:07:39Great.
00:07:40Good morning, Dave.
00:07:41Let's have a great first day.
00:07:42We'll do, boss.
00:07:44I mean, yes or no.
00:07:45Southwest Credit, this is your name.
00:07:49Sure.
00:07:53Great.
00:07:56Okay, can I get your passphrase?
00:07:59Hello, Southwest Credit, this is Shannon.
00:08:01How may I help you?
00:08:02Yeah, I gotta talk to somebody about this overdraft fee I got here.
00:08:06Okay.
00:08:07Hello?
00:08:07All right, I see it now.
00:08:09Hello?
00:08:10Is somebody there?
00:08:12Hello?
00:08:12Oh, yeah, sorry.
00:08:14Um, hi, uh, Southwest Credit, this is Shannon.
00:08:17How can I help you?
00:08:17Yep, you said that part already.
00:08:20I'm sorry if I'm troubling you with my phone call today.
00:08:23If we can't count on you to show up,
00:08:25what do you expect the mediator to do?
00:08:27I told you, it's not easy.
00:08:28I need to get approval from my boss.
00:08:30Why would you ask for mediation if you're not even gonna show up?
00:08:33It wasn't my idea.
00:08:34It's just, I am trying to find balance,
00:08:37and I just wish you would understand that.
00:08:38I'm just saying, Shannon,
00:08:40if you don't get it together,
00:08:41things might not turn out the way you want them.
00:08:43What is that supposed to mean?
00:08:45You don't get everything by default.
00:08:47He's my son, too.
00:08:48Hey, can't talk right now.
00:08:49We can talk about this later.
00:08:50I gotta go.
00:08:50Did you get my memo?
00:08:54Survey's on track?
00:08:55Yeah.
00:08:55Hi.
00:08:56How are you?
00:08:57Our CSAT numbers are grim this month.
00:09:00They want us to do twice as much when we have the staff.
00:09:03I think it's more about the state of the world
00:09:05and less about us,
00:09:06but that's what they look at.
00:09:09Right.
00:09:10Surveys.
00:09:11It's complicated.
00:09:11You hit your number.
00:09:15I hit mine.
00:09:17And maybe we won't have to let someone else go.
00:09:21Couldn't be simpler than that.
00:09:24I understand.
00:09:25I'm working on it.
00:09:36Hello, Southwest Credit.
00:09:37This is Shannon.
00:09:38May I have your name, please?
00:09:40You guys are hiring.
00:09:41Excuse me?
00:09:41I lost my job.
00:09:43I'm out of work.
00:09:44And I drive by there every day.
00:09:45And I thought maybe I could all...
00:09:46I'll transfer you to the appropriate department.
00:09:48You can leave a message.
00:09:49Oh, thank you very much.
00:09:50Sir, I'm going to help you with that.
00:09:52Can we share your information?
00:09:53Oh, sure.
00:09:54No problem.
00:09:54Okay.
00:09:55Where did you pass code?
00:09:57And if you wouldn't mind,
00:09:58there's a survey at the end of the call.
00:10:00Survey?
00:10:00Yes.
00:10:01Sure.
00:10:01Have a great day.
00:10:02Really appreciate that.
00:10:03Okay.
00:10:04You have a great rest of your day, too, Mrs. Gomez.
00:10:06Bye-bye.
00:10:07Okay.
00:10:10It is my first day.
00:10:11How could you have...
00:10:12How could you do that?
00:10:13Great.
00:10:15I...
00:10:16Yeah.
00:10:20Hello, Southwest Credit.
00:10:21Can I have your name, please?
00:10:24Nicholas.
00:10:25Hi, Nicholas.
00:10:26My name is Shannon.
00:10:26How can I help you?
00:10:27Look, we're in trouble.
00:10:29My wife, she's had an accident.
00:10:31I don't know what to do.
00:10:32It's her account.
00:10:33Oh, I'm so sorry to hear that, sir.
00:10:35Okay.
00:10:36Can I get your wife's name, please?
00:10:38Maggie Haywood.
00:10:39H-A-Y-W-O-O-D.
00:10:42And we're...
00:10:43I'm outside the hospital.
00:10:45I don't know what she needs.
00:10:46The insurance.
00:10:47I called them.
00:10:48Oh, no, no, no.
00:10:49Take your time.
00:10:50That's okay.
00:10:50They don't cover it fully, at least.
00:10:52They need some sort of collateral.
00:10:54I'm sure you hear this all the time.
00:10:56But it's just...
00:10:58When it happens to you...
00:10:59That sounds really difficult.
00:11:01I'll help as fast as I can.
00:11:02I don't know if this is what I'm supposed to do,
00:11:04but you've always been good to us in the past.
00:11:06Okay.
00:11:07You are listed as a contact.
00:11:08I just need the passphrase.
00:11:11Passphrase?
00:11:12Password on the account.
00:11:15Sir?
00:11:16Sir?
00:11:16Sir?
00:11:16Sir?
00:11:16Sir?
00:11:18Sir?
00:11:21Sorry.
00:11:21I'm just trying to think everything that's going on.
00:11:24Okay.
00:11:25No problem.
00:11:25I totally understand.
00:11:27I mean, if it was a joint account,
00:11:28you'd both be able to...
00:11:30Maybe it's 10-15.
00:11:33That's...
00:11:33That's a big, big important to her.
00:11:37I'm sorry.
00:11:38Not that one.
00:11:41I don't know.
00:11:42Okay.
00:11:42Let's try something else.
00:11:45Can I have your address?
00:11:4633.
00:11:4633.
00:11:49Liquid Lane.
00:11:50Encrypted.
00:11:52Okay.
00:11:52Her date of birth?
00:11:53June 14, 1982.
00:11:57Okay.
00:11:57Childhood pet?
00:11:59Oh.
00:12:00Um.
00:12:02I think...
00:12:03Lucy, maybe?
00:12:04It's okay.
00:12:08That's good.
00:12:08I got to go back in.
00:12:16Hello?
00:12:17Yeah, no, I'm sorry.
00:12:18It's asking me for the passphrase again.
00:12:21Could you ask her, maybe?
00:12:27She can't.
00:12:28It's bad, Shannon.
00:12:31Let me speak with someone.
00:12:32If we get disconnected, just ask for me, Shannon.
00:12:36Okay, just Shannon?
00:12:38Shannon Cooper.
00:12:39You can dial my direct extension, which is 8585.
00:12:44God, our daughter's freaking out right now.
00:12:48Yeah, kids are tough.
00:12:49Do you have kids?
00:12:53I do.
00:12:55A boy.
00:12:56He's going to be 10 this month.
00:12:58That's...
00:12:59That's wonderful.
00:13:00What a great age.
00:13:02Thanks, yeah.
00:13:02He's special.
00:13:03Hey.
00:13:04Hey, what's going on?
00:13:05You're moving her?
00:13:07Where?
00:13:08What's going on?
00:13:10I'm still on the phone.
00:13:11Wait.
00:13:12Wait.
00:13:12How do you help me?
00:13:40How do you help me?
00:13:40Excuse me.
00:13:44Sure.
00:13:44Hold your phone.
00:13:45I just need you to...
00:13:49So for that, you will have to come into the branch.
00:14:01Yes.
00:14:07Hello, Southwest Credit.
00:14:08This is Shannon.
00:14:09How may I help you?
00:14:10Uh, yes, hello.
00:14:11I ordered some checks at your branch.
00:14:13I actually came in and ordered them in person, which was probably my first mistake.
00:14:19And they came in the mail just the other day, and they're the wrong checks.
00:14:23These checks, look, they're an island, but they look like a toilet.
00:14:27Sir, I'm sorry.
00:14:27If you ordered from the branch, you'll just have to speak with them directly.
00:14:30From what?
00:14:30I'm supposed to go back to these people?
00:14:31I'm sorry.
00:14:32I just can't.
00:14:33Just try them.
00:14:33I don't understand.
00:14:34Hello?
00:14:35Oh, God.
00:14:35I, uh, got disconnected.
00:14:46Oh, it's fine.
00:14:47Is she okay?
00:14:48No, I don't know.
00:14:50She just dropped.
00:14:53What is it?
00:14:55She needs surgery.
00:14:58They're asking me to make a decision.
00:14:59I'm stuck at the front desk.
00:15:01I can't even go in there.
00:15:02So, what are they asking for?
00:15:05We don't have enough savings.
00:15:08Her business account, I'm thinking, maybe some way.
00:15:12This is so embarrassing.
00:15:15Sure, it'll automatically...
00:15:16Uh, and we can't speak to her?
00:15:20No.
00:15:20I have her phone.
00:15:21I have everything.
00:15:23I just...
00:15:24Okay, I'm still waiting to hear back from my manager.
00:15:27Just please hang in there.
00:15:29God, what do I tell our daughter?
00:15:32I mean, if you need to call her, I'll let you know as soon as we hear...
00:15:35No, no, no.
00:15:35Wait, wait, wait.
00:15:36Don't hang up, please.
00:15:37I just...
00:15:38I don't want to get lost in the system.
00:15:39Please, Shannon.
00:15:41Please.
00:15:41No, no.
00:15:42Of course, of course.
00:15:43I am not going anywhere.
00:15:45No offense, but I've heard that before.
00:15:49I'm not trying to be difficult.
00:15:51As in you, it's just...
00:15:52that I've gotten a lot of empty promises from a lot of people lately.
00:15:57It's...
00:15:58hard.
00:15:59It's a hard feeling.
00:16:00So helpless.
00:16:02I just don't know what to do, Shannon.
00:16:08Shannon?
00:16:13So, what's her name?
00:16:15Your daughter.
00:16:17Willow.
00:16:18I know.
00:16:19It's very birth child.
00:16:21No, no, no.
00:16:21That's beautiful.
00:16:22How old is she?
00:16:24Teenager.
00:16:25She's a handful.
00:16:27But now I, uh...
00:16:28I wish I just spent more time with her when she was a kid.
00:16:32I don't know how I'd ever...
00:16:36You sound like a good dad, Nicholas.
00:16:39I just feel so alone.
00:16:44I'm sorry.
00:16:45I shouldn't be putting this on you.
00:16:47No, no, no.
00:16:48Listen, um...
00:16:50I, uh...
00:16:51I feel the same way sometimes, too.
00:16:54It's not easy.
00:16:56You're not married?
00:16:58Uh, well, I am, but it's complicated.
00:17:01It's tough.
00:17:03Holding it together.
00:17:05Kids are easy compared to relationships.
00:17:08Yeah.
00:17:10Well, your son is lucky.
00:17:14Oh, that's not what the teachers think.
00:17:18At St. Norbert's, most moms pick up their kids for lunch.
00:17:21I don't even make it to soccer practice.
00:17:24I'm sorry.
00:17:25I just didn't mean to, um...
00:17:26No, no, no.
00:17:26No, thank you for actually talking to me like a human.
00:17:34I'm still waiting.
00:17:35She's talking to someone.
00:17:38I don't want to do it again.
00:17:39Wait, wait, wait, wait.
00:17:40No, please.
00:17:40They're taking her.
00:17:41They're not.
00:17:42Don't.
00:17:43I am working.
00:17:44I am trying to...
00:17:45What?
00:17:46Please.
00:17:47Please.
00:17:47I need more time.
00:17:48She's working.
00:17:49She's trying to get me.
00:17:50Okay, could I get you in a plus, please?
00:17:52Please.
00:17:52I am backing you.
00:17:54What?
00:17:54Nobody cares?
00:17:55Nobody cares?
00:17:56What?
00:17:56What?
00:17:57This is a human being.
00:17:58I'll get you what you need.
00:18:00I am trying.
00:18:02Okay?
00:18:02I am trying.
00:18:03Please.
00:18:04Give me more time.
00:18:05Give me more time.
00:18:07Please.
00:18:08My wife.
00:18:09Stop.
00:18:10I gotta go.
00:18:11I gotta pay problems.
00:18:12Wait.
00:18:14Wait.
00:18:15Um.
00:18:18I was able to speak with someone.
00:18:19Oh, God.
00:18:22Thank you, Shannon.
00:18:26Oh, God.
00:18:29She's trying to get me the money.
00:18:30What do you need us to do?
00:18:32I have an account.
00:18:33Number.
00:18:34Can you come to the branch?
00:18:37Which branch are you at?
00:18:38Newton Square.
00:18:40No.
00:18:41No, that's too far.
00:18:43Is there any way we could do this on the phone?
00:18:45I can't leave her, Shannon.
00:18:49Okay.
00:18:49Uh, let me figure this out.
00:18:50How much do they need exactly?
00:18:53It's $20,000.
00:18:54That's just a deposit.
00:18:56Okay.
00:18:57So there's only $19,000 in the account.
00:19:00But you can overdraft if you need to.
00:19:03Okay.
00:19:03Yeah.
00:19:04I think we'll need to.
00:19:05Whatever it takes.
00:19:06Okay.
00:19:06Uh, can you write this down?
00:19:14062BE88.
00:19:18That's your verification code.
00:19:19If anything comes up, I'll connect you with the secure line.
00:19:22All you have to do is give them that number.
00:19:25It shouldn't be that long.
00:19:26I promise.
00:19:28Really, Shannon.
00:19:30You're saving my life.
00:19:33That's...
00:19:34And good luck.
00:19:37I'm sure things will work out.
00:19:40Good things happen to good people.
00:19:43I hope you're right.
00:20:04The sound of success.
00:20:08You know, you really would have been a great therapist.
00:20:12I mean, you'd listen.
00:20:15Because I bet you could do a lot more than collect surveys.
00:20:18Plus be a lot less jittery.
00:20:20I think I just had a little too much coffee this morning.
00:20:25Shannon, my office, please.
00:20:27What is it?
00:20:51Your request?
00:20:52Oh, I...
00:20:55The 30th and every subsequent Monday.
00:20:58Oh, right.
00:20:59Yes.
00:21:00Um, I'm sorry.
00:21:01I...
00:21:02It's...
00:21:03It's just for the next two months.
00:21:04Well, it can't be outside core office hours?
00:21:07I tried to move in and I...
00:21:08It's...
00:21:09There's no other time.
00:21:12Look, you realize the position I'm in here.
00:21:14I mean...
00:21:15Let me start over.
00:21:18You received your performance plan?
00:21:20Yes.
00:21:21This job is the most important thing to me.
00:21:24I'm glad.
00:21:25But the plan has targets.
00:21:2850 new accounts, 85% customer satisfaction, 20%...
00:21:32I know the plan, Shannon.
00:21:33I'm asking what your plan is.
00:21:41Listen, I can just give you a reference, like I did with Tom, but we're out of options here.
00:21:51It...
00:21:51It's the mediator's schedule.
00:21:55Joel and I are getting separated.
00:21:57Okay.
00:22:01I get it.
00:22:02I went through mine...
00:22:03Ten years ago.
00:22:05It was help.
00:22:06Yeah.
00:22:06Yeah, and I'm so sorry that I've been so distracted.
00:22:09But we're good now.
00:22:10It's not going to affect my work, I promise.
00:22:12I just...
00:22:13Just need a little help.
00:22:17You see this?
00:22:23I was just starting out, like you.
00:22:25But at the desk up front, when people actually came in.
00:22:32And this guy, having a bad week, thought he could rob us with a steak knife.
00:22:38And he grabbed me.
00:22:40And he told them that if he didn't open up the back, he was going to push it through.
00:22:48That's not even the worst part.
00:22:50I saw hesitation in my manager's eyes.
00:22:55And he didn't succeed, obviously.
00:22:59But for me, this is a reminder of what it took to get here.
00:23:05Because there are plenty of other people who are just as competent, who don't have all the distractions.
00:23:12And as unfair as all of that seems, it's like that way for a reason.
00:23:17I just...
00:23:19These sessions, I really need to...
00:23:20I'm sure.
00:23:21Holding down a stable job doesn't hurt.
00:23:24So, yeah.
00:23:25Your mediator is essential, but so is hitting your plan.
00:23:31Am I making myself clear?
00:23:33Yeah.
00:23:33Yeah.
00:23:37Is there something else?
00:23:43There is a large transaction.
00:24:10Yes, today.
00:24:14That's why it was flagged.
00:24:15It's normal.
00:24:17Yeah, I...
00:24:18Yeah, I can...
00:24:19Yes, I'm looking at it now, Mrs. Haywood.
00:24:23No.
00:24:24No.
00:24:24Let me check a few things.
00:24:27Okay.
00:24:27Take a breath.
00:24:29Calm down.
00:24:29Don't tell me to calm down.
00:24:31Okay.
00:24:32Thanks for your patience.
00:24:33Hold on.
00:24:33Hold on.
00:24:33This lady is not having a good day.
00:24:40Well, maybe I can speak to her.
00:24:42You don't want to jump on this.
00:24:44Oh, it's nothing.
00:24:45It's for the fraud department.
00:24:46Let them handle it.
00:24:47No, I think I spoke to her earlier.
00:24:48It's...
00:24:49Okay.
00:24:55Doubt you'll get a survey out of it.
00:24:57Fire away.
00:24:58Fire away.
00:24:58Fire away.
00:24:58Fire away.
00:25:03Fire away.
00:25:04Fire away.
00:25:05Fire away.
00:25:06Fire away.
00:25:07Fire away.
00:25:08Fire away.
00:25:09Fire away.
00:25:10Fire away.
00:25:11Fire away.
00:25:12Hello?
00:25:13Are you there?
00:25:14Hello?
00:25:15Yes.
00:25:16I'm sorry.
00:25:17Good morning, Mrs. Haywood.
00:25:18Hold on.
00:25:19I'll take a look in a minute.
00:25:20Okay.
00:25:21Who is this?
00:25:22The manager?
00:25:23Are you okay?
00:25:24Are you feeling better?
00:25:25What?
00:25:26Hi.
00:25:27Hi.
00:25:28Hi.
00:25:29Hi.
00:25:30Hi.
00:25:31Hi.
00:25:32What?
00:25:33No, I just thought...
00:25:34Obviously, I'm not okay.
00:25:36I just explained this to the last person.
00:25:38This is Maggie Haywood.
00:25:40Your husband is Nicholas Haywood?
00:25:42We're really starting over?
00:25:44I...
00:25:45I'm sorry.
00:25:46I'm just trying to understand.
00:25:47I thought you were in an emergency.
00:25:49Something with the insurance.
00:25:52What are you talking about?
00:25:57Are you at the hospital now?
00:25:59What?
00:26:00Look, I don't know what's going on.
00:26:02I am locked out of my account.
00:26:04How am I supposed to run my business?
00:26:06Can you help me?
00:26:08Or do you need to transfer me to a manager?
00:26:10Uh, no.
00:26:11I can help you, Mrs. Haywood.
00:26:12It looks like your account's been flagged for suspicious activity.
00:26:16Okay.
00:26:17Well, what does that mean?
00:26:18Well, it's actually completely normal when a sizable transfer has been initiated for the account to be flagged.
00:26:25Hold on.
00:26:28What transfer?
00:26:29There was a withdrawal today with an overdraft.
00:26:37What?
00:26:38By who?
00:26:40Um, it says here your husband called in. He verified the account.
00:26:46I don't understand.
00:26:47I don't understand.
00:26:48When did this happen?
00:26:49Around 10.30.
00:26:50That is not possible.
00:26:51He's on a job and off the grid.
00:26:52I should know.
00:26:53I just tried him an hour ago.
00:26:55Is there anyone else that would have access to your account or maybe somebody that you shared your information with recently?
00:27:06No.
00:27:07Have you received any suspicious phone calls requesting your financial information?
00:27:12Do I sound like an idiot?
00:27:15I'm sorry.
00:27:17I understand that this must be really frustrating.
00:27:21I don't want an apology.
00:27:23I just want it fixed.
00:27:26Do I need to come in?
00:27:28No, that's not necessary.
00:27:30I can handle this for you, Mrs. Haywood.
00:27:32Is this the best number for you?
00:27:33My only number.
00:27:34Okay.
00:27:35I'll check the status of the inquiry and I'll get back with you immediately.
00:27:39I promise.
00:27:40So thank you so much for your patience.
00:27:47How did that go?
00:27:49You were right.
00:27:51Bad day.
00:27:52Hey, can you cancel a debit for a secure EFT after it's been initiated?
00:28:10What's the status?
00:28:11In transit.
00:28:12No.
00:28:13But I think you can hold it by putting a suspend.
00:28:19It gets time to process a change request.
00:28:22It expires close of business.
00:28:25Sorry, I don't...
00:28:26What do you mean?
00:28:27The transfer dies out at the end of the day at 5pm if it's still suspended.
00:28:33So, do nothing and it goes away?
00:28:36Bingo.
00:28:37Bingo.
00:28:38Cuts off a bunch of alarm bells though.
00:28:39Oh no, no, no!
00:28:40No, no!
00:28:42No, no!
00:28:43It sets off a bunch of alarm bells, though.
00:28:56No, no, no, no.
00:28:57No, no.
00:28:58Oh, my.
00:28:59Oh.
00:29:00Oh, my.
00:29:01Oh, my.
00:29:02Oh, my.
00:29:03Oh, my.
00:29:04Oh, my.
00:29:06Oh, my.
00:29:07Oh, my.
00:29:11Hi.
00:29:12Hi, Debbie.
00:29:13Shannon.
00:29:13I didn't think I could throw.
00:29:15You've been hard to reach lately.
00:29:16Yeah, yeah.
00:29:17This week, my work schedule, it's just I don't have a lot of flexibility.
00:29:21Sorry, I know you've been working overtime lately.
00:29:24As your mediator, I need to know about schedule changes ahead of time.
00:29:28A single session does not look good.
00:29:30You had a mix-up last week?
00:29:32Is that what Joel said?
00:29:34Look, I left a message, and I talked to my boss this morning about the times, and oh.
00:29:38It's not just that, Shannon.
00:29:40The lab just sent me the results of your drug test.
00:29:42Okay.
00:29:43Your level of electrolytes, or outside the range of normal.
00:29:47Uh, well, I, I, I, I, what, what does that mean?
00:29:52It says traces of benzodiazepines, possibly from misuse.
00:29:58Uh, that's for my anxiety.
00:30:01I take it like they tell me.
00:30:02The doctors, they, they said it might show up as a false positive.
00:30:05You know I have to report this, right?
00:30:07Is this something I need to be concerned about?
00:30:09Look, I'm not on one side or another.
00:30:12My job is to do what's best for Dylan.
00:30:16Shannon, are you listening?
00:30:18You sound distracted.
00:30:20Yeah, yeah, no, I'm, I'm listening.
00:30:22I don't think you're getting the gravity of this.
00:30:24Everything you do is being watched very closely.
00:30:27Your job stability is the only thing helping you right now.
00:30:32And I don't want your custody of Dylan jeopardized.
00:30:36A child needs his mother.
00:30:38Oh, yeah, no, of course, of course.
00:30:42I know you're under a lot of stress, but it's a slippery slope.
00:30:45Everything counts right now.
00:30:47The court favors maximum exposure to both parents,
00:30:50but these things add up.
00:30:52Show up for the next session, cut back on the meds, be meticulous.
00:30:57I, I totally understand.
00:30:59There's still time.
00:31:01We'll be okay.
00:31:06Um, hey, Debbie, look, I really, I gotta go, okay?
00:31:10Okay.
00:31:11I'm sorry.
00:31:12Yeah.
00:31:13Don't forget.
00:31:14Yeah.
00:31:25Shannon.
00:31:29Who is this?
00:31:30It's Nicholas.
00:31:31Remember?
00:31:32You gave me your number.
00:31:34Right.
00:31:35I'm still at the hospital.
00:31:40It's a nightmare.
00:31:41There's a lot going on in the ER and I'm still trying to get in.
00:31:44Is there something else I can help you with?
00:31:49Well, that's why I'm calling.
00:31:51I haven't seen anything come through on my end.
00:31:53It's that normal.
00:31:54These things take time to process.
00:31:57Is there someone you can talk to?
00:31:59I'm just getting worried, you know?
00:32:01Oh, that's not necessary.
00:32:03You know what?
00:32:04You've already been such a big help.
00:32:05I'm sure you've got other things going on.
00:32:06I'll just call your manager to sort this out.
00:32:07Oh, no, we're working on it.
00:32:08It just might take a little while.
00:32:09But when I find out I will notify you immediately.
00:32:10Okay.
00:32:11Thanks, Shannon.
00:32:12I trust you.
00:32:16for calling!
00:32:17SEL Aristopoulos glenzen.
00:32:41Thank you for calling.
00:32:43Help us.
00:32:45This is Amelia.
00:32:47Call me out.
00:32:49Sure.
00:32:51Can I get your passphrase?
00:32:53Can you have a turn to that?
00:32:55Oh, I don't know.
00:32:57I don't know.
00:33:11I don't know.
00:33:27Oh, yeah.
00:33:29Oh!
00:33:35One more thing.
00:33:39I don't know.
00:34:09I don't know.
00:34:39Yes, our current tax-free savings account is performing above industry standard and it includes 15,000 miles towards the frequent flyer program of your choice.
00:35:02Great. I will transfer you to that department.
00:35:06Thank you for calling Southwest credit.
00:35:14You need to listen to me.
00:35:15I mean...
00:35:16Can I get your passphrase?
00:35:22Thank you for calling Southwest credit.
00:35:34Thank you for calling Southwest credit.
00:35:38This is Amelia.
00:35:39Yeah?
00:35:40No.
00:35:41I think you can call Southwest credit.
00:35:46Copy that.
00:35:47Sounds good.
00:35:48I think you can call Southwest credit.
00:35:50Copy that.
00:35:51Sounds good.
00:35:55All right?
00:35:57All right?
00:35:58All right?
00:35:59All right?
00:36:03All right?
00:36:06All right?
00:36:07All right?
00:36:09hello there you are I panicked when I couldn't get through um why what's going on I was gonna
00:36:29ask you the same thing it's been a few hours I thought I'd get a call back you're right I know
00:36:34I I did say these things take time is that everything I don't feel good about it my wife
00:36:41it's getting worse please if you would just let me do my job you see how it is
00:36:48just another call to you right no no no that's that's not it at all I'm doing everything I can
00:36:55I promise I will get back to you be careful what you promise Shannon
00:37:01hey
00:37:06you okay you seem tense yeah no um crazy day
00:37:15you sure you're all right you've been on edge you don't have to do everything
00:37:24alone all the time I'm here
00:37:26hi
00:37:36you need to take that
00:37:45you know what I'm I'm good I really appreciate it but I'm I'm good thank you
00:37:55so
00:38:05how did you get this number I thought it might help speed things up
00:38:19you gave me a full name I just assumed that's why right what do you want I want to see the
00:38:40transaction go through to my account well the transactions been suspended what why for suspicious activity
00:38:49and I talked to Maggie
00:38:52is she all right stop stop whatever it is that you're trying to do is in direct violation of our customers privacy policy
00:39:01you're serious look impersonating someone is serious it's identity theft you should be more careful then you have no idea what is going on here do you
00:39:11I know that whatever it is you're lying to me and you're lying to your wife
00:39:16is that what you're lying to me
00:39:18is that what your husband did
00:39:19why you left him
00:39:21or were you the liar and he left
00:39:24or is it
00:39:26complicated
00:39:27I don't have time for this
00:39:31I'm just trying to understand the person I'm working with here
00:39:34what do you want
00:39:36it's not about what I want
00:39:38it's about what you can do for me Shannon
00:39:41don't call my cell anymore
00:39:43and be careful the way you talk to your customers
00:39:47because sometimes customers retaliate
00:39:51what is that supposed to mean?
00:39:53the person you are calling is currently
00:39:59the person you are calling is currently
00:40:01the person you are calling is currently
00:40:07the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the person you are calling the
00:41:07Hey, do you know any clients that end with CED?
00:41:13Sorry to bother.
00:41:14Kidding?
00:41:15You still dealing with that woman?
00:41:18Yeah.
00:41:19No, no, no.
00:41:19Um, I'm just penning it down for her.
00:41:22Oh, it's, um, private equity.
00:41:24Mike's over there.
00:41:25He's nice.
00:41:26Mike Desposito.
00:41:28I probably have his number.
00:41:37Tell him I sent you.
00:41:40Thanks.
00:41:40Mike Desposito.
00:41:52Hello?
00:41:54Hey, is this Mike?
00:42:10It is.
00:42:13Hi, it's Shannon from Customer Success.
00:42:15Corporate?
00:42:16Uh-oh, what'd I do this time?
00:42:19No, no, no, I'm not.
00:42:20Don't worry, you're not in trouble.
00:42:21Um, D'Amelia referred me to you.
00:42:23Ah, jam.
00:42:25How is she?
00:42:26Tell her we miss her over here.
00:42:28Yeah, she's good, I will.
00:42:29So, I'm looking up an account for a client.
00:42:32It got flagged.
00:42:33It landed over here?
00:42:34Huh, okay.
00:42:35What's the name?
00:42:36That's the thing.
00:42:38Our computers were down.
00:42:41But I was able to jot down the account number.
00:42:43So, so what's the account number?
00:42:45Okay, it's, uh, 066-0293-109848.
00:42:51One second.
00:42:52Okay.
00:42:55Yep.
00:42:56There is no name.
00:42:57What?
00:42:58It's a limited account.
00:42:59That's why it was flagged.
00:43:01The PII info's hidden.
00:43:02I'm sorry, I don't know what that means.
00:43:04It means we can't see who initiated it.
00:43:07It's a temp holding account.
00:43:08It's probably going to be gone in a day.
00:43:10And you say you talked to them this morning?
00:43:12Yeah, we started the conversation over the phone.
00:43:15Retail.
00:43:17What time?
00:43:1810.34.
00:43:18Okay, hold on.
00:43:20Zing, I got an address.
00:43:2233 Lakewood Lane.
00:43:23That's the client's address.
00:43:25Well, that's the address on the temporary holding account.
00:43:27Maybe they're just moving money around.
00:43:29And if there's more than one person on the account,
00:43:31sometimes those two people don't exactly tell each other everything.
00:43:34Do you know what I mean?
00:43:35Have you ever heard of anyone impersonating themselves?
00:43:39Like, they know just enough information,
00:43:43but they make sure not to know everything?
00:43:46Yeah, this whole thing's starting to sound a little domestic,
00:43:48and you kind of want to be careful with that.
00:43:50One time I thought this guy was stealing money from his wife
00:43:52to open the casino, and it was not a good week for me.
00:43:56So have your ducks in a row before you accuse anyone of fraud, all right?
00:43:59Yeah, thanks.
00:44:00As long as nobody resumes that transaction before 5 o'clock tonight,
00:44:03that money's not going to go anywhere anyway.
00:44:05Then you don't have to worry about it.
00:44:06I can put a note on it for you.
00:44:07No, no, no.
00:44:09No, thank you.
00:44:10That'll be fine.
00:44:11You don't need to do that.
00:44:12Yeah, no problem.
00:44:12If you need something else from me, just let me know.
00:44:14Tell Jim I said, hey, what's up?
00:44:16Hello?
00:44:45Hello?
00:44:46Hi.
00:44:48Is Maggie there?
00:44:50I'm sorry, maybe I have the wrong number.
00:44:52No, you don't.
00:44:53She's just busy.
00:44:56Oh, okay.
00:44:57But she told me to answer her phone,
00:44:58in case, well, something like her bank's messed up or something.
00:45:03Yeah, that's actually why I'm calling.
00:45:06I'm from Southwest Credit Union.
00:45:10Okay, great.
00:45:12Yeah, just wanted to let you know we're making progress.
00:45:15It just takes a little time.
00:45:17Okay, well, good.
00:45:19Because she's, like, freaking out.
00:45:21Oh, I'm sorry to hear that.
00:45:24Yeah, she's been like that, just super stressed or something lately.
00:45:27Really?
00:45:30Um, what's going on?
00:45:34Um, I don't know.
00:45:36There's just always something.
00:45:38With your dad?
00:45:42Is he there?
00:45:42Uh, why are you talking about my dad?
00:45:47Oh, no, I'm sorry.
00:45:48It's nothing.
00:45:49This is weird.
00:45:49I think I better go.
00:45:51Yeah, I'm sorry.
00:45:51I'll call back another time.
00:45:52He make an ass of himself.
00:46:03Huh?
00:46:05Mike.
00:46:07Oh, yeah.
00:46:08No, no, no.
00:46:08Sorry.
00:46:09We tracked it down.
00:46:13Did he ask about me?
00:46:14Uh, um, sorry.
00:46:21I, I've really got to take this.
00:46:23Thanks, though.
00:46:36Hello, Southwest Credit.
00:46:37This is Shannon.
00:46:38How can I help you?
00:46:39That's her.
00:46:39Okay, give me the phone.
00:46:40She was asking me a lot of questions.
00:46:42Willow, let me talk to her.
00:46:43Hello again, Mrs. Haywood.
00:46:45What the hell is going on?
00:46:47Um, thank you so much for being, um, so patient.
00:46:50Why were you talking to my daughter?
00:46:53I was just trying to reach you and was explaining so I could just, you know, speak things up.
00:46:58And was my child able to reinstate my bank account?
00:47:00Um, you know, accounts that are flagged are put on a hold for a day.
00:47:04Then you should be okay.
00:47:05Oh, so I can have my money tomorrow.
00:47:07I still don't understand why this is happening.
00:47:09Have you been able to reach your husband since we spoke earlier?
00:47:12I mean, just to see if he knows anything at all?
00:47:16Why do you keep bringing up my husband?
00:47:19Look, in cases like this, sometimes it gets complicated.
00:47:24Have you maybe come in contact with anyone who's been acting strange or suspicious around you lately?
00:47:29Are we in danger?
00:47:32No, no, no.
00:47:32No, I'm sorry.
00:47:33I'm not trying to scare you.
00:47:35But it seems right now that whoever did this said he was Nicholas.
00:47:41Wait.
00:47:41Hold on.
00:47:42You're telling me that someone is impersonating my husband and getting away with it because you gave them access to my bank account.
00:47:50Mrs. Haywood, we do not take this lightly.
00:47:53So please review your statements for any other suspicious activity and change your online passwords and logins.
00:47:59You messed up.
00:48:00But now I have to change my passwords.
00:48:02Where?
00:48:02Everywhere.
00:48:03You have really screwed me up here.
00:48:05I don't need this right now.
00:48:07You're going to receive an email shortly that explains everything.
00:48:09But please, don't worry.
00:48:10We're going to make sure this gets resolved for you.
00:48:12Well, that's good because I didn't put myself in this situation.
00:48:17You did.
00:48:18Yes, totally understand.
00:48:20Southwest values you as a customer and we will get through this.
00:48:25And never talk to my daughter again.
00:48:27I totally understand your frustration.
00:48:53Let me take a look to see if there's a different type of account that might be better suited for you.
00:49:00Did you want to add a...
00:49:01You switched to basic savings.
00:49:03With the investment option, it gives you everything you have now and more.
00:49:08Hello, Southwest Credit.
00:49:09This is Shannon.
00:49:10How are you doing today, Mrs. Miller?
00:49:11Fantastic.
00:49:12Let me break it down for you.
00:49:13Hello, Southwest Credit.
00:49:14This is Shannon.
00:49:15If you don't know, there's a short story.
00:49:18If you finish it, I'll just take a couple minutes.
00:49:20Okay, have a great rest of your day.
00:49:22Hello, Southwest Credit.
00:49:24This is Shannon.
00:49:25Can I have your name, please?
00:49:26Let me take a look to see if there's a different type of account that would be better suited for you.
00:49:30Okay, well, it looks like I can enroll you in the PERCS program right now.
00:49:35Oh, well, I'm so sorry to hear about the loan denial.
00:49:38Let me review your application and the decision, okay?
00:49:42Hello, Southwest Credit.
00:49:42This is Shannon.
00:49:43May I have your name, please?
00:49:44Hello, Southwest Credit.
00:49:45This is Shannon.
00:49:46How may I help you?
00:49:46Hello, Southwest Credit.
00:49:48This is Shannon.
00:49:48Hello, Southwest Credit.
00:49:49This is Shannon.
00:49:50Can I have your name, please?
00:49:51Is this a short survey after you finish everything that is happening?
00:49:54Not it.
00:49:54Shannon, no.
00:49:55No minimum balance.
00:49:57Hello, Southwest Credit.
00:49:58This is Shannon.
00:49:59Okay, well, in that case, I recommend allowing us to conduct a comprehensive assessment of your present financial situation.
00:50:04And, sir, if you don't mind, there's a short survey after we come out.
00:50:07This is Shannon.
00:50:07After which we can identify the most suitable course of action to address your needs effectively.
00:50:11Hey, Shannon, are you in a love triangle?
00:50:26What?
00:50:27Sorry.
00:50:28That came out weird.
00:50:29Um, this guy called asking for you.
00:50:32I told him you were on the phone and he hung up on me.
00:50:36I didn't even say anything stupid.
00:50:39I think.
00:50:41Who was it?
00:50:42I don't know.
00:50:44He asked for you or our boss.
00:50:47I tried to follow the training, turn it from a total downer to an upper, but he was a total jerk.
00:50:53If he calls again, just forward it to me directly.
00:50:57Okay.
00:50:57Okay.
00:50:58Nice.
00:51:00Taking it head on.
00:51:13Yeah.
00:51:14How may I help you?
00:51:16Just need to don't you put your hands on the floor.
00:51:18willing to...
00:51:19I think it's like...
00:51:20I think it's called the Southwest 20th of New Year, Mrs. Leung.
00:51:23I'm going to help you.
00:51:23Just need a bunch of pressure.
00:51:23I'll just need a bunch of pressure.
00:51:24I'll just need a bunch of pressure.
00:51:25I'll just need a bunch of pressure.
00:51:26But I should...
00:51:27what are you doing i knew you'd call what happened to us shannon i missed your voice
00:51:42what is this do i make you nervous shannon are your hands trembling please what do you want
00:51:51money the bank didn't just run out did it it's not your money it's your wife's
00:51:59that's even who you are but i know about you shannon cooper on valley vesta drive 38 years
00:52:06old if that is your age i mean we all lie about our ages now you'll have to lie about how you
00:52:14gave maggie's husband access to her account to be honest i don't think this looks great for you
00:52:21well why me because you answered the phone shannon and all i had to do was ask
00:52:29and you didn't you'll be arrested you're gonna have me arrest me your own partner
00:52:38when we've been such an amazing team please i just want to do my job well personally i've never had
00:52:46that across number service you've given me everything i need to get my money and there
00:52:51isn't anything you're going to do about it now is there i bet you haven't even reported it have you
00:52:59well if i were you i'd be very careful shannon for your sake
00:53:10and for dylan's sake why are you doing this this is criminal you're right i know like i do i know
00:53:17how pathetic this is but sometimes i just feel like life's not for me
00:53:31not even worth it
00:53:34not even worth it
00:53:38how could you
00:53:39how could you
00:53:48ah
00:53:54ah
00:54:00Huh?
00:54:30Shannon, care to explain?
00:54:54I'm sorry?
00:54:55There was an account that was flagged earlier.
00:54:57Why didn't you say something?
00:54:59No, I...
00:54:59Or the face of the company.
00:55:02I know.
00:55:02I mean, I know.
00:55:03I have a call scheduled with them later today.
00:55:05I didn't want to bother you.
00:55:07Okay, let me know how it goes.
00:55:09The call.
00:55:10I'll check back later.
00:55:18Thank you for calling Southwest Credit Union.
00:55:20This is DeMedia.
00:55:21How am I looking?
00:55:24Hi, yes.
00:55:25Hello.
00:55:25Have your account right here.
00:55:27All right.
00:55:28Oh, sure.
00:55:29If you want to open up the savings.
00:55:30Okay.
00:55:31That's fine.
00:55:33Sure.
00:55:34It will automatically link to your account.
00:55:36This is Christine.
00:55:47This is Christine.
00:55:50Hi, Christine.
00:55:51This is Shannon in retail.
00:55:53I'm calling because someone's having an issue with the transfer.
00:55:57All right.
00:55:57But why are you calling me instead of support?
00:56:00I'm sorry.
00:56:01It says you resumed it.
00:56:03I approve a hundred things a day.
00:56:06This was for a customer, Nicholas Haywood.
00:56:10Okay.
00:56:11Yes.
00:56:11There was a holdup.
00:56:13But we took care of him.
00:56:14The system must have just flagged it automatically.
00:56:16How did you know?
00:56:17Did you speak with him to verify it?
00:56:19Yes.
00:56:20He had the information he needed, including the receipt and the verification code.
00:56:24The money will be released to him at 5 p.m. per protocol.
00:56:27Great.
00:56:29So...
00:56:29It'll be released in a few hours.
00:56:31Are you new here?
00:56:33No.
00:56:33I like your enthusiasm, but there's a chain of command for a reason.
00:56:41Definitely.
00:56:43I just wanted to...
00:56:45I just wanted to make sure that nothing was missing, that the customer's happy for our
00:56:50CSAT scores.
00:56:53Hold on.
00:56:54I'll be right back.
00:56:57Your business is important to us.
00:56:59Please stay on the line, and one of our associates will be with you shortly.
00:57:02Your security is our number one priority, so this call may be monitored for your safety.
00:57:13Your business is important to us.
00:57:15Please stay on the line, and one of our associates will be with you shortly.
00:57:20Your security is our number one priority, so this call may be monitored for your...
00:57:24Shannon?
00:57:24Yes.
00:57:25Uh, I appreciate your help, and I'll get right back to work.
00:57:29I've got Nicholas on the other line.
00:57:31Okay?
00:57:31He was just finishing up.
00:57:33What?
00:57:34Here's a good opportunity for you to show how Southwest cares about our customers.
00:57:41Nicholas, are you there?
00:57:43I am.
00:57:44I've got Shannon on the line.
00:57:46She was concerned and wanted to hear how things went.
00:57:50Hi, Shannon.
00:57:52Sorry to bring you back into this again.
00:57:53That's all right.
00:57:55I feel so lucky you were on the other end of the line, willing to go through this with me.
00:58:04Oh, family crisis can be overwhelming.
00:58:07Family crisis can be overwhelming.
00:58:09You're right, but we're not out of the woods yet, and thank you for checking in with Maggie.
00:58:16I feel like we have a plan now, and I can see some light at the end, you know?
00:58:23If we could just make it through to the end of the day, but it's so close.
00:58:29Okay, well, I'm sure you'll let us know if you need any more help.
00:58:33We're here, monitoring.
00:58:34Well, I hope you're not there too late.
00:58:39It's soccer today, right?
00:58:41St. Norbert's?
00:58:44No.
00:58:45I mean, how did you...
00:58:46That's right down the road.
00:58:47Maybe if everything gets cleared up, I can make it in person.
00:58:52Thank you personally.
00:58:54Well, we won't keep you any longer.
00:58:57Thanks for taking the time to give us your feedback.
00:59:00I already did.
00:59:01Shannon remembers.
00:59:02I'm sorry.
00:59:02I gave her a glowing report on her survey.
00:59:09Did that resolve your issue?
00:59:11Yes.
00:59:13Uh, thanks for your help.
00:59:15Okay.
00:59:16Next time, talk to your manager first.
00:59:18Right.
00:59:32I'm sorry.
00:59:45I'm sorry.
00:59:45I'm sorry.
00:59:46I'm sorry.
00:59:47I'm sorry.
00:59:47I'm sorry.
00:59:48I'm sorry.
00:59:48I'm sorry.
00:59:49I'm sorry.
00:59:50I'm sorry.
00:59:50I'm sorry.
00:59:51I'm sorry.
00:59:51I'm sorry.
00:59:51I'm sorry.
00:59:51I'm sorry.
00:59:52I'm sorry.
00:59:52I'm sorry.
00:59:53I'm sorry.
00:59:53I'm sorry.
00:59:54I'm sorry.
00:59:54I'm sorry.
00:59:55I'm sorry.
00:59:55I'm sorry.
00:59:56I'm sorry.
00:59:56I'm sorry.
00:59:57I'm sorry.
00:59:57I'm sorry.
00:59:58I'm sorry.
00:59:58I'm sorry.
00:59:59I'm sorry.
00:59:59I'm sorry.
01:00:00I'm sorry.
01:00:01Hello?
01:00:04Hey, Shannon.
01:00:05Hey, I... I can't talk right now, I'm sorry,
01:00:08but I was wondering if you could pick up Dylan with Jess today.
01:00:10Is everything okay? You all right?
01:00:13Oh, something came up at work, and Joel can't make it either.
01:00:17It's just that...
01:00:17Look, I would not be asking if it wasn't...
01:00:19I just wondered, because we haven't really seen you around lately.
01:00:22No, no. No, no, I... I know I don't come around often.
01:00:26But I really miss you guys.
01:00:28Oh, we miss you too, and of course I can get Dylan today.
01:00:31Oh, really?
01:00:32Shannon, if you need help, we're here.
01:00:34Thank you so much. I really appreciate it.
01:00:37You have no idea.
01:00:39Okay, I'm heading out now. I'll call when I've got him.
01:00:58Oh.
01:01:01Yellow.
01:01:08Yellow.
01:01:11Hello?
01:01:31Mike, hey, it's Shannon.
01:01:33From corporate. Super sleuth.
01:01:35No, no, no, no. It's for the client that I spoke to you about earlier.
01:01:39The shady guy?
01:01:40Well, look, it looks like he's stolen from his wife.
01:01:44You sure? You want to reverse it?
01:01:46Yes, exactly.
01:01:47Yeah, it shouldn't be an issue.
01:01:48Oh, great. Thank you.
01:01:50But that comes from fraud. I mean, in fact, they do it directly.
01:01:54Right, right.
01:01:56And you're going to want to evidence before you call them, like, the specifics.
01:02:00And it's got to include the client. You don't want to go over someone's head.
01:02:03But she's devastated, and I don't know, maybe she's afraid to talk to her husband.
01:02:07I really don't know, but she absolutely needs our help right now.
01:02:11Hey, okay. So I've got something.
01:02:15Our little friend here is getting antsy.
01:02:17He already put in an automatic transfer request for this evening.
01:02:20And you can't stay anonymous if you transfer your ill-gotten cash into an account with your actual name on it.
01:02:26Is it Nicholas Haywood?
01:02:28No.
01:02:30It's a Steve Wilson.
01:02:33Wait, who?
01:02:36That's not Maggie's husband.
01:02:39Well, whoever it is, he wants that money the second it's released. He's your guy.
01:02:43Oh, my God. Oh, my God. Thank you so much. I owe you big time.
01:02:48Good luck.
01:02:50And be careful, okay?
01:02:52Yeah, thank you.
01:02:53Hello?
01:03:03Hi, Mrs. Haywood.
01:03:05What is going on with my account? Has the bank figured this out?
01:03:08Not yet. I, um...
01:03:10I do have a question for you.
01:03:12Really? You need more from me.
01:03:14Look, I know, but, um...
01:03:17Do you happen to know someone's name Steve Wilson?
01:03:24Steve?
01:03:24Well, it looks like he may have been involved in the attack on your account.
01:03:31What?
01:03:33He attacked my account?
01:03:35I'm so sorry.
01:03:37Is there anything that you can tell me for the dispute?
01:03:41Um, yeah.
01:03:44I know Steve.
01:03:47He's Willow's dad.
01:03:49He's unstable.
01:03:51And a liar.
01:03:52You never know what he's going to do next.
01:03:56He is unsafe.
01:03:57It's why we left him.
01:03:59We had to get an order.
01:04:01We finally have some stability in our lives.
01:04:04I just...
01:04:04I can't believe he's coming after us again.
01:04:06Um...
01:04:08I'm so sorry.
01:04:10Um, I didn't...
01:04:11You have no idea what he is capable of.
01:04:12If you are sure it's him,
01:04:14you should steer clear for your own safety.
01:04:18Um...
01:04:19I...
01:04:19I'm gonna alert security right now.
01:04:22And...
01:04:22Someone from the bank will be reaching out to you once they start the investigation.
01:04:27Don't involve us, please.
01:04:29Keep my family out of it.
01:04:31I'm sorry, but I can't...
01:04:34Willow and I can't ever see him again.
01:04:38Yeah.
01:04:39I'm so sorry.
01:04:40I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry, but I'm so sorry,
01:05:10I don't know.
01:05:40Hello, fraud department.
01:06:00Hi, this is Shannon in retail.
01:06:02I need to make a report.
01:06:04Okay, is this an existing account or new?
01:06:06New.
01:06:07Who's the client?
01:06:09Maggie Haywood.
01:06:10Okay, can you summarize the situation?
01:06:13Okay, um, the client, well, her husband called in this morning and he said that she was in
01:06:19an accident and needed access to an account.
01:06:21But it looks like it was identity fraud.
01:06:23Slow down, slow down.
01:06:25There are a lot of notes on this account.
01:06:28It also went to Christine.
01:06:31The husband's name is in here.
01:06:32It wasn't the husband.
01:06:34It's someone else named Steve Wilson.
01:06:37He made an attempt on the account and I tried to put a hold on it, but somehow he was able
01:06:41to reverse it.
01:06:41I don't know.
01:06:42Why didn't you send this here when it first happened?
01:06:45This would have been a lot easier if we stopped it electronically the first time.
01:06:49But I...
01:06:50I'm freezing all the accounts.
01:06:52And given the situation, it'll be weeks until we know if it's fraudulent or made an error.
01:06:58It wasn't an error.
01:06:59He did this to her.
01:07:02For your sake, I hope it's an error and not conspiracy to commit fraud.
01:07:07Cons...
01:07:07Veracy with who?
01:07:08I would never do...
01:07:09Well, that's why we have procedures in place.
01:07:12Not knowing isn't a defense.
01:07:14Uh, I know, but I...
01:07:16Have you spoken with your manager yet?
01:07:18No, no, not yet, but I have been trying to...
01:07:21We'll go through the call logs and fill out a proper report.
01:07:25Report?
01:07:26Open an investigation.
01:07:28You'll be questioned and there'll be a deliberation process.
01:07:31No, no, no, no, no, no, no.
01:07:32Wait, wait, listen.
01:07:32You have to understand that this...
01:07:35We'll be in touch.
01:07:37Hey, how did the pickup go?
01:07:58Is Dylan okay?
01:08:00Dylan's not with you.
01:08:01What?
01:08:02No!
01:08:03Yeah, Jen said he wasn't outside.
01:08:05She thought Joel picked him up.
01:08:06What?
01:08:07No, no, no, no, no, no.
01:08:07That...
01:08:08Joel can't...
01:08:08That's why I asked you.
01:08:09Oh, God, I'm sorry.
01:08:11Uh, I'll swing back around, okay?
01:08:12Right now.
01:08:13Okay, now.
01:08:14Yeah, I'll call when we get there.
01:08:16Okay.
01:08:25Joel, did you pick up Dylan?
01:08:26No.
01:08:27No.
01:08:28We talked about him.
01:08:29I know.
01:08:29I asked Jess's mom to...
01:08:30No, I don't know.
01:08:31Call her.
01:08:32I did.
01:08:32What are you yelling at me for?
01:08:34I told you I couldn't take him up.
01:08:35I know, I know.
01:08:36Can you just...
01:08:36You want me to call the police?
01:08:38The FBI?
01:08:38The CIA?
01:08:39Are you listening to me?
01:08:40Our son is missing.
01:08:42Do you hear me?
01:08:43No, because you do this all the time, Shannon.
01:08:45You call me overreacting like everything's the end of the world.
01:08:49For God's sake, you sound crazy.
01:08:51I am not crazy.
01:08:55You are just useless.
01:08:57And you can forget everything about mediation.
01:08:59I'm done.
01:09:01And I'm gonna go find Dylan.
01:09:02Big points before you start making...
01:09:04There you are.
01:09:21What's going on?
01:09:24I just received a call from the fraud department, Shannon.
01:09:27I'm sorry.
01:09:30I can't explain everything, but...
01:09:31You need to talk about this now, Shannon.
01:09:34Now.
01:09:36I'm sorry.
01:09:38Shannon.
01:09:39If you leave now, you're fired.
01:09:44Come on, please.
01:09:46I scared you.
01:10:08What are you doing here?
01:10:09How did you get here?
01:10:11What?
01:10:11All the way from school?
01:10:12Well, didn't Jess's mom tell you that she was gonna pick you up?
01:10:18I'm so glad that you're okay.
01:10:21Are you okay?
01:10:23Yeah.
01:10:24Why wouldn't I be?
01:10:30I'm so sorry no one was there to pick you up.
01:10:32It is never gonna happen again.
01:10:33I promise.
01:10:35Mom, why are you crying?
01:10:38It's nothing.
01:10:42Mom, I have to pee.
01:10:48Yeah, sure, honey.
01:10:48No problem.
01:10:49Let's go inside.
01:10:50Go ahead, honey.
01:11:12It's down there.
01:11:13I know.
01:11:13You know, when a door closes, you, um, this is the way, yeah.
01:11:43Alex, yeah.
01:11:52Hey.
01:11:54Sorry.
01:11:57It's not your fault.
01:12:05Dylan is sprouting up.
01:12:13I'll be right back.
01:12:21I'll watch him.
01:12:31Can I come in?
01:12:33Now you have time?
01:12:34I'm sorry for running out.
01:12:41This morning, I thought that somebody was in real trouble.
01:12:44And I thought that I could help.
01:12:46But it turned out to be some elaborate scheme by her ex-husband.
01:12:50I was wrong.
01:12:51I panicked.
01:12:52I broke protocol.
01:12:54I didn't want to lose my job.
01:12:56Well, the job is protocols.
01:12:58We're not marriage counselors.
01:12:59This is a credit union.
01:13:02I don't know what you want me to do.
01:13:03I was scared.
01:13:04You have to believe me.
01:13:06He was threatening that he would do anything.
01:13:08I mean, he was going after Dylan.
01:13:09Why wouldn't you come to me?
01:13:11And that's why we have a department that handles that.
01:13:13It was a sale.
01:13:14It was a lie.
01:13:16You lied to my face more than once.
01:13:18I know.
01:13:19I know.
01:13:20And I am sorry.
01:13:22Well, why should I believe anything that you say to me now?
01:13:23Because I would do anything to make this right.
01:13:26I mean, you have to believe me.
01:13:27I am telling you the truth now.
01:13:29Fraud is a felony.
01:13:31You're lucky you don't go to jail for this.
01:13:34Don't you have anything else to say for yourself?
01:13:37No.
01:13:39No, you're right.
01:13:42I'm wrong.
01:13:43I was totally wrong.
01:13:44I have not been in a good place.
01:13:48And I thought that if I tried harder, that everything would work out.
01:13:55But no matter how much I try, or even walk away, I always fall short.
01:14:02At work.
01:14:04In my marriage.
01:14:07With Dylan.
01:14:10Look, what I mean to say is, um...
01:14:13I really appreciate the opportunity you gave me.
01:14:18Hey, little man.
01:14:40You're running this place.
01:14:43You want a candy?
01:14:44I would love candy.
01:14:47I'm here to meet Shannon.
01:14:48She's still around?
01:14:50My mom?
01:14:52Is that so?
01:14:54Well, it'll all come out in the investigation.
01:15:01Please pack up your things.
01:15:02Thanks.
01:15:02I mean, my bully at school always takes money.
01:15:18It's kind of sad.
01:15:20And you never always give them back.
01:15:21And you find these disgusting...
01:15:24Dylan?
01:15:25Honey, what are you doing?
01:15:27Shannon?
01:15:33Shannon.
01:15:36Do I make you nervous?
01:15:37Because you answered the phone.
01:15:39You've given me everything I need to get my money.
01:15:42If I were you, I'd be very careful, Shannon.
01:15:45Sometimes customers retaliate.
01:15:51Dylan, please come here.
01:15:53Honey, please.
01:15:53It is so good to finally meet.
01:15:57You remember?
01:15:58We talked earlier today.
01:16:00I was having trouble with my wife's account and wanted to make sure I took care of it before 5 p.m.
01:16:06We're closed.
01:16:11It's a shame.
01:16:12I just came all the way down here.
01:16:16Maybe we can find the place to talk in private.
01:16:21Your boy can come.
01:16:23I don't mind.
01:16:24Oh.
01:16:25Honey, why don't you go with Jamelia?
01:16:28I'm just going to handle a quick work thing.
01:16:36You know, people look different when you meet them in person.
01:17:02You look nice.
01:17:07Stay away from my family.
01:17:10I actually tried a few people.
01:17:12And I just knew that you would cooperate when you answered.
01:17:16And you made it really easy for me.
01:17:18And you did.
01:17:19A lot easier.
01:17:20And I would thought you don't know when to quit.
01:17:23I want my money.
01:17:24You stole from her?
01:17:27You helped me.
01:17:27The bank records all the phone calls.
01:17:30You mean the ones where you unlocked my wife's account?
01:17:34Where you admit you did it?
01:17:37How will you explain what you were up to with Maggie's husband?
01:17:41The first thing I'll tell them is that you're not Maggie's husband anymore.
01:17:46Are you, Steve?
01:17:49I'm just trying to figure out what kind of person I'm dealing with.
01:17:52You have no idea what you're talking about.
01:18:00She took everything from me.
01:18:02It's always her side of the story.
01:18:04This guy gets to replace me?
01:18:06Live my life?
01:18:08Uh-uh.
01:18:09This morning, I did everything I could to help you and your wife.
01:18:13Because that's what people do.
01:18:15You know what it's like to have a felony?
01:18:17To make a stupid mistake when you're young?
01:18:19To be a man in a divorce?
01:18:22She used everything against me.
01:18:25You see me here like this.
01:18:28That is my fair share.
01:18:30I am entitled to that money.
01:18:33Do you really think you're going to get away with this?
01:18:36Don't you realize that you're just making things worse?
01:18:40I don't think so.
01:18:44Reality is, nobody cares.
01:18:48I care.
01:18:48Nobody cares.
01:18:52That you care, Shannon.
01:18:54People like us, we end up in the same place.
01:19:00I'm nothing like you.
01:19:04If you do not do what you are told, you will be implicated in a felony.
01:19:10You will be fired.
01:19:15How is it going to feel when you lose your son?
01:19:19How?
01:19:21How?
01:19:28Shannon, what's going on?
01:19:30And I'm sorry.
01:19:31Who is this?
01:19:33This woman.
01:19:34She set me up.
01:19:35I don't know what her plan was.
01:19:37She's frozen my account.
01:19:39She's screwed with my family.
01:19:40She's desperate.
01:19:41She's trying to steal money and pin it on me.
01:19:43She has been stalking me all day.
01:19:46Threatening me.
01:19:47She's lying to everyone.
01:19:48She's lying to you.
01:19:49She's lying to my family.
01:19:51Okay.
01:19:52You got to help me here.
01:19:53Okay.
01:19:55Let's just stay calm.
01:19:56Okay?
01:19:58She needs to be fired.
01:20:02I've already been fired.
01:20:05And I wasn't the one to stop the transaction.
01:20:07It was the fraud department.
01:20:09You.
01:20:09They know everything.
01:20:12All about you.
01:20:15And so does Maggie.
01:20:17And Will.
01:20:18They know what you tried to do.
01:20:24You.
01:20:25You.
01:20:26You.
01:20:26She's lying.
01:20:27You can't do this to me.
01:20:29I'm going to call security.
01:20:30No, no, no.
01:20:31No, no.
01:20:33No, no.
01:20:34No, no, no, no, no.
01:20:38No, no, no, no, no.
01:21:08It'll be okay.
01:21:32It'll be okay.
01:21:38I spoke to the officer.
01:22:03They're going to want a statement from you too.
01:22:05But I told him we can wait till tomorrow.
01:22:09Are you okay?
01:22:11Are you?
01:22:12Yeah.
01:22:16I'll need you to sit down.
01:22:18Maybe next week.
01:22:20Okay.
01:22:23I'll help if I can.
01:22:25So, Dylan, you know, you're growing up now.
01:22:38And there's something that I want to tell you.
01:22:41Your father and I, we might have to make some decisions.
01:22:44But I just want you to know that no matter what happens,
01:22:48we're always going to love you.
01:22:50Okay?
01:22:50I know that.
01:22:56Can we get ice cream and fries?
01:22:59Whoa, that is quite the combo.
01:23:02What did you have at school?
01:23:04I mean, I had my dessert, but it's small and...
01:23:09Oh, someone took it again?
01:23:11No.
01:23:12Told me to say something.
01:23:14Oh, my God.
01:23:44Oh, my God.
01:24:14Oh, my God.
01:24:44Oh, my God.
01:25:14Transcription by CastingWords
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