>> yes. every word that she gave me, every demand, every request, i was trying to get it in as quickly as possible, and remain calm for her. >> that's important for an operator, to remain calm for the person on the other end. >> yes. if i'm calm, she's calm. she's hysterical -- or if i'm hysterical, she's hysterical. >> you don't have eyes on the scene. so you're hearing everything through antoinette and sending messages to police, but you're not sure where the police location is and how they're interpreting the messages. >> in this situation, it felt like i was there, like i could visualize what she was seeing and what she was going through. it's like i could see the gunman right there at the door. she said he's right here at the door. it's like i could see him