Without a Trace

911. What's your emergency?

My arm.

I think I'm having a heart attack.

EMS is five minutes out, Mr. Matheson.

Is anyone there with you?

No, no, it's just me.

Somebody smashed the window and there's glass all over the floor.

Is the intruder still in the house?

I don't know.

I'm sorry, ma'am, this is 911, not 411.

I cannot give you directions to Best Buy.

How far apart are your contractions?

Two to three minutes. I- I'm not really sure.

The fire department is just a couple of blocks away.

I can't open the window!

It's painted over, and...

Mrs. Emmerson, can you safely exit the apartment some other way?

No, the smoke and fire, it-it's everywhere. I can't see anything.

Okay, I want you and your kids to get down on the floor,

under the smoke and see if there's some other way for you to get out.

Mrs. Emmerson?

The fire department is on the scene.

Can you put something bright in the window so they can find you?

Mrs. Emmerson?

Can anyone hear me?

Dispatch?

This is Operator 7829.

I lost contact with the Staten Island fire.

Hey. Oh, I didn't mean to startle you.

Someone's asking for you on the emergency line number eight.

Is it the Stanton Island fire?

No, it's a man, but he won't give his name.

- Do you want me to dump it? - Uh, no, I'll take it.

Okay.

911. What's your emergency?

Who is this?

Listen, you can't call me on this line.

All right, I am hanging up.

And if you ever call me again, I'll...!

Jessica Lawson, 27,

got a call from a man who asked for her by name.

Coworkers say she was pretty upset.

She took a break and nobody's seen her since.

This is Tom Noles, her supervisor.

He's pulling up the call for us.

Jack Malone, FBI. Who called it in?

A coworker by the name of Paulette Harrison.

She transferred the call to Jessica.

I'm told this guy knew her name. Any chance the call was personal?

Not on the emergency line.

And not Jess.

Nobody took this job more seriously.

Most people last only a couple years, but Jess...

she was still going strong after six.

Maybe she finally burned out.

I got the call.

911. What's your emergency?

- You think you can get away with this? - Who is this?

You little bitch.

Listen, you can't call me on this line.

You think I'm going to let you

screw around with my life, Jessica?

All right, I am hanging up. And if you ever call me again...

When I find you, you're dead, too...

You got a location on that?

Yeah, it came from J&Q Technologies on Staten Island.

No extension.

I'll get Danny on it.

Would you play that again?

When I find you, you're dead, too.

When I find you, you're dead, too.

When I find you, you're dead, too.

When I find you, you're dead, too.

Without A trace 5x03- 911

Transcript: FRM Team - Sync: Lucile76

He asked for her, I asked who it was, but he wouldn't give me his name.

Now, tell me, how do you think he knew Jessica's name?

I mean, don't you normally use an operator number to identify yourself?

Yeah, they give us numbers,

but sometimes when a person's freaking out, using our name helps calm them down.

Did you recognize his voice?

No, but there was a guy yesterday outside the office.

He came looking for her.

There's nothing I could do then.

Ten minutes for a java run. I hope there's no line.

I know.

Jessica?

- Jessica? - Yeah?

I just wanted you to see her face.

You kept me on hold for five minutes!

Remember?

My wife died while we waite for the ambulance to arrive.

I'm really sorry.

- You said it was on the way! - Don't touch me!

Her name was Janey!

Let go! Help!

Help!

Are you all right?

With all the stuff we hear, it takes a lot to rattle a 911 operator.

But I guess it's different when someone's right in your face.

All right. And you're sure he said "Janey"?

Yes.

Okay. Now, did you see him hanging around later?

No, but do you think he came back and tried to...?

Now, did Jessica ever mention the call that this person was referring to?

No.

We answer a few hundred calls a day.

I mean, sometimes there aren't enough operators,

and the computer puts the calls on hold.

What happened, it wasn't Jessica's fault.

Hey, the super says she's beenliving here for six years,

always pays on time, doesn't cause any trouble.

Apparently, has a thing with building security, and gets really, really upset

if any of the residents blocks the front door open.

Might explain why she has such a big dog in a little apartment.

Well, where's the dog?

Cooper's dead.

He was killed three days ago.

I wish she'd come, stayed at my apartment.

Maybe this wouldn't have happened.

And how was the dog killed?

Someone broke into her apartment and beat him to death.

Apparently, your daughter never filed a police report.

Of course she did.

We had the police department run her name through their records.

Nothing came up.

How did you find out about the dog?

Well, I hadn't spoken to her in about a week,

and then suddenly in the middle of the night the phone rings.

Yes?

Mom?

Jessica?

What's wrong?

Somebody killed him.

Who?

Cooper.

I got home and he's just...

He's just...

Honey, are you sure they're gone?

They're not still in your apartment?

He's just lying here on the floor.

They beat him.

Honey, how did they get in?

Did they-did they break in the door?

Did they come through the window?

I don't know.

Sweetheart, did you call the police?

No.

All right, then you have to hang up right now and call them.

He looks so small.

What am I going to do now?

Honey, honey, I know you're upset,

but I need you to call the police right now, okay?

Okay.

I called her back and said I was coming over,

but she told me not to, said the police were coming.

Now, besides the super and Jessica, who else has access to her apartment?

I don't know.

Now, why do you think she lied to you about calling the police?

Must have been about work.

Why do you say that?

Because it's the one thing we can't talk about.

Jessica was pre-med at Columbia when she got the internship at the call center.

And the next thing I know, she's dropping out of school to become an operator.

I made it clear I didn't approve.

And she never gave you a reason for dropping out?

Oh, I think she just got caught up in...

helping people.

Hey.

Did you find anything in her apartment?

That she doesn't have much of a social life.

All right, I'm going to go and...

Wait a second, come here, come here.

Do you know that we never talked about what happened...?

Yes, I was there. I know what happened, yeah.

- It was weird, huh? - A little.

Okay, so I just want to make sure that you're okay

with how the whole thing went down?

We were just doing our job.

Okay, so me dressing like a stripper and making out with you, it's just doing our job?

Elena.

- I'm cool. - Okay, I'm cool, too.

- Yeah, but I'm super cool. - I'm super cool, too.

- Okay. - Uh-huh.

How'd you do at J&Q Technologies?

Well, I haven't been able to make a connection

between the employees and our missing person.

Is there a guy by the name of Nathan Kelly working there?

Let me see.

He's not an employee, but they do a lot of outsourcing. Why?

I found out that he's the guy that confronted Jessica at the call center.

911. What's your emergency?

My wife, she's having an allergic reaction.

Okay, sir, are you at 225 Richmond Avenue?

Yes, yes! Please, you've got to hurry!

She can't breathe!

An ambulance is on its way.

Is your wife conscious?

I've looked everywhere for an EpiPen, but I can't find any!

Why don't we have any?