Diez Minutos

00:16:04
https://www.youtube.com/watch?v=gwmFszGS-X0

Resumen

TLDREnrique Gonzalez Martin contacts Airfone customer service to retrieve the number of a call made from his phone at 19:35. Despite his emotional pleas, the representative, Nuria, informs him that she cannot disclose the information due to company policy. Enrique explains the urgency, revealing that his girlfriend is leaving him and he needs to contact her friend. The conversation becomes increasingly desperate as Enrique shares his feelings of emptiness and loss. They attempt to guess the number together, but ultimately run out of time before they can complete it, leaving Enrique frustrated and without the information he desperately needs.

Para llevar

  • 📞 Enrique seeks urgent help from Airfone.
  • 😔 He is distressed over his girlfriend leaving.
  • 🚫 Nuria cannot provide the information due to policy.
  • 💔 Enrique shares his emotional story.
  • 🕒 They attempt to guess the phone number together.
  • ⏳ Time runs out before they can complete the number.
  • 🤖 Nuria insists she is a human, not a computer.
  • 💬 Enrique expresses feelings of emptiness.
  • 📅 The call highlights the importance of human connection.
  • ❌ Company rules prevent sharing personal information.

Cronología

  • 00:00:00 - 00:05:00

    Nuria from Airfone customer service assists Enrique Gonzalez Martin, who requests information about a call made from his phone at 19:35. Despite providing his personal details, Nuria informs him that he can only check the last 10 calls made from his phone, which is insufficient for Enrique as he has made more than 10 calls since then. He expresses his frustration and desperation, explaining that the call is crucial for him to contact his girlfriend who left him.

  • 00:05:00 - 00:10:00

    Enrique continues to plead for the information, sharing his emotional turmoil over his girlfriend's departure. He argues with Nuria about the importance of human connection and the need for flexibility in rules, likening his situation to a life-or-death scenario. Despite his heartfelt pleas, Nuria maintains that she cannot provide the information due to company policy, leading to a tense exchange where Enrique tries to appeal to her humanity.

  • 00:10:00 - 00:16:04

    As the conversation progresses, Enrique shares a personal story about losing a beloved pet, trying to connect with Nuria on an emotional level. He attempts to extract the phone number by guessing each digit, but they run out of time before he can complete the number. The call ends in frustration as Enrique realizes he has lost the opportunity to retrieve the information he desperately needed, highlighting the limitations of customer service protocols.

Mapa mental

Vídeo de preguntas y respuestas

  • What is the main issue Enrique is facing?

    He needs to find out the phone number called from his phone at 19:35.

  • Why can't Nuria provide Enrique with the information?

    Due to company policy and user security regulations.

  • What emotional state is Enrique in during the call?

    He is desperate and distressed over his girlfriend leaving him.

  • What does Enrique compare his situation to?

    He compares it to a childhood memory of losing his puppy.

  • What is the outcome of the call?

    Enrique runs out of time before he can get the number he needs.

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Subtítulos
en
Desplazamiento automático:
  • 00:00:21
    This is Airfone, my name is Nuria. May I help you?
  • 00:00:25
    TEN MINUTES
  • 00:00:30
    Yes, good evening. I'd like some information, please.
  • 00:00:33
    May I please have your phone number?
  • 00:00:36
    637546189.
  • 00:00:41
    Your name, please?
  • 00:00:42
    Enrique Gonzalez Martin.
  • 00:00:45
    Your identification number?
  • 00:00:47
    Yeah, it's 3356477658.
  • 00:00:51
    And your home address, please?
  • 00:00:54
    91 Principe de Vergara, 4D.
  • 00:00:56
    Yes, sir. What information would you like?
  • 00:00:59
    Look, it's very simple. At 19:35
  • 00:01:03
    this afternoon a call was made from this phone.
  • 00:01:06
    I'd like to know what number was called.
  • 00:01:09
    I understand. You say that at 19:35
  • 00:01:12
    you made a call to another number. Is that correct?
  • 00:01:16
    -The call was made from my phone. -One moment, please.
  • 00:01:25
    Thanks for waiting. I'm instructed that you can check
  • 00:01:29
    the last 10 calls made on your own receiver.
  • 00:01:31
    I know, the problem is I've made more than 10 calls since then.
  • 00:01:36
    I can't provide you with that information.
  • 00:01:38
    Why not?
  • 00:01:39
    It's unavailable.
  • 00:01:41
    You have a record of all the calls I make, right?
  • 00:01:44
    Then I get the bill with the number called.
  • 00:01:48
    The duration and the time of the call. Is that right?
  • 00:01:51
    Exactly.
  • 00:01:53
    You can consult the bill when you receive it.
  • 00:01:56
    But I need it right now.
  • 00:01:58
    I'm instructed not to provide you with that information.
  • 00:02:02
    Okay, look. Am I Speaking to a computer or to a human being?
  • 00:02:06
    This is Airfone customer service.
  • 00:02:09
    I just want to know if you're a computer or a person.
  • 00:02:13
    You're speaking with a person.
  • 00:02:16
    Then don't say you can't provide me with the information, okay?
  • 00:02:19
    Can I speak with a supervisor?
  • 00:02:22
    I'm instructed not
  • 00:02:24
    to transfer calls.
  • 00:02:25
    Want anything from the machine?
  • 00:02:28
    Sir, if you have any
  • 00:02:30
    -other questions... -Yes.
  • 00:02:32
    I want to know what number was called
  • 00:02:34
    at 19:35 this afternoon from my cell phone. That's all.
  • 00:02:38
    I understand, but...
  • 00:02:40
    I'm not asking for the hell of it.
  • 00:02:42
    This information is extremely important to me.
  • 00:02:49
    Look, my girlfriend left me. She left earlier today.
  • 00:02:53
    Have you got a boyfriend?
  • 00:02:54
    We're not allowed to give any personal information.
  • 00:02:57
    Oh, right.
  • 00:02:59
    It was just so you'd understand.
  • 00:03:01
    You've been in love before. haven't you?
  • 00:03:04
    I understand, but I repeat...
  • 00:03:06
    Hold on a second.
  • 00:03:07
    Look.
  • 00:03:08
    She was here packing her bags earlier and she called
  • 00:03:11
    a friend to pick her up.
  • 00:03:13
    She used my phone because
  • 00:03:15
    she'd canceled hers. I don't know her friend's number.
  • 00:03:18
    If you give me the number. I can call her.
  • 00:03:20
    You see how important this is for me?
  • 00:03:23
    Nevertheless. that information is unavailable.
  • 00:03:29
    What does that mean? “Unavailable"?
  • 00:03:32
    Can't you just look up the call on the billing program?
  • 00:03:37
    I know the exact time because I checked the clock.
  • 00:03:40
    It was 7:35. - 19:35.
  • 00:03:43
    I understand...
  • 00:03:45
    You understand what?
  • 00:03:46
    Can you understand desperation?
  • 00:03:49
    The feeling of powerlessness?
  • 00:03:51
    What's the world coming to. If we can't help each other?
  • 00:03:55
    Nuria.
  • 00:03:56
    Imagine it's the other way around.
  • 00:03:58
    Imagine I'm there and you need the number.
  • 00:04:02
    Wouldn't you ask me if this is customer service?
  • 00:04:05
    Why deny me information I'll get anyway when I get the bill?
  • 00:04:08
    I'm instructed that I really can't give you that information.
  • 00:04:14
    Is there a more personal version of customer service?
  • 00:04:18
    This is the only Airfone customer service line.
  • 00:04:22
    Can't you ask one of your coworkers how to find the info?
  • 00:04:26
    Maybe by calling another department?
  • 00:04:29
    I'm begging you.
  • 00:04:31
    Please hold a moment.
  • 00:04:42
    Thanks for holding. I'm instructed that
  • 00:04:46
    for user security no telephone records can be facilitated.
  • 00:04:50
    For my security? Aren't you listening to me?
  • 00:04:54
    If you have any other questions...
  • 00:04:59
    Look. Nuria.
  • 00:05:00
    I'm not stupid, and neither are you. So don't treat me like I am.
  • 00:05:05
    We'll be here all night, I'm not hanging up until I get that number.
  • 00:05:09
    You should know there's a time limit
  • 00:05:11
    for calls made to this service.
  • 00:05:14
    Or what? I get electrocuted by my cell phone?
  • 00:05:17
    When the limit is reached the call is interrupted.
  • 00:05:20
    I'll call back.
  • 00:05:21
    Correct. You can do that.
  • 00:05:24
    But it wouldn't be you, right?
  • 00:05:27
    There's plenty of us. You might do better.
  • 00:05:29
    Look, you've got a sense of humor!
  • 00:05:34
    You really are a person!
  • 00:05:37
    Look, Marta, my girlfriend.
  • 00:05:38
    Has taken a job abroad. A great job in New York City.
  • 00:05:43
    What she's always wanted. Her dream. She asked me to go with her.
  • 00:05:47
    But I can't decide. Well. I couldn't.
  • 00:05:53
    Earlier today as she was cleaning out her drawers
  • 00:05:57
    and closed her suitcase...
  • 00:06:00
    I suddenly felt so empty inside.
  • 00:06:05
    Then she left, closed the door. and I just sat there.
  • 00:06:08
    Who knows how long. staring at the door...
  • 00:06:12
    I'd never heard such silence.
  • 00:06:17
    Since she left.
  • 00:06:21
    Nothing makes sense anymore.
  • 00:06:23
    I can't live without her.
  • 00:06:26
    I know it's a cliché. but it's true.
  • 00:06:29
    It's a matter of life or death. She's leaving tomorrow.
  • 00:06:34
    Can't you understand?
  • 00:06:36
    Can't you, dam nit?
  • 00:06:37
    I need that number right away.
  • 00:06:40
    Right now!
  • 00:06:45
    Are you there?
  • 00:06:47
    I'm instructed that I really cannot provide you with
  • 00:06:51
    that information.
  • 00:06:52
    What are we doing? Is this human contact?
  • 00:06:55
    Who the hell cares about the rules?
  • 00:06:59
    Imagine you're at a crosswalk.
  • 00:07:02
    It says “Don't walk" and a little girl
  • 00:07:04
    tries to cross and falls. A truck is about to run her over.
  • 00:07:08
    Wouldn't you save her?
  • 00:07:11
    You'd be in no danger. Wouldn't you save her?
  • 00:07:15
    -But... -Would you?
  • 00:07:16
    Yes or no?
  • 00:07:18
    -Yes or no? -Yes.
  • 00:07:20
    Yes! Yes! That's the first "yes" you've given me all night.
  • 00:07:25
    "Yes.“ You'd save her.
  • 00:07:27
    But you'd have to ignore the "Don't walk" sign to do it.
  • 00:07:31
    You'd have to break a rule.
  • 00:07:33
    And by breaking a rule. you'd save a life.
  • 00:07:36
    This is the same thing. Please, give me the number.
  • 00:07:40
    Nuria.
  • 00:07:43
    I know you're not a computer. Prove it to me.
  • 00:07:47
    Give me the number.
  • 00:07:51
    I can't provide that info. I'm sorry.
  • 00:07:53
    No.
  • 00:07:54
    Before you said "yes.“ Not “correct."
  • 00:07:58
    Or "affirmative." or "nevertheless."
  • 00:08:00
    I bet they forbid you to say "yes" in the training course.
  • 00:08:04
    "Yes.“ or “Good day." or anything that makes you sound human.
  • 00:08:08
    But you said "yes.“ Because you're human and you were listening to me.
  • 00:08:11
    Part of you understands me
  • 00:08:13
    and knows how important this is and how long we've been talking.
  • 00:08:18
    It's been almost 10 minutes.
  • 00:08:21
    I hope that isn't the time limit.
  • 00:08:23
    I'm afraid so.
  • 00:08:27
    Look, I'm very sorry but there's nothing I can do.
  • 00:08:31
    If you have any other questions. I'd be happy to answer them.
  • 00:08:39
    You have no idea how I feel right now.
  • 00:08:44
    How I feel inside, in my gut.
  • 00:08:47
    My whole stomach is empty.
  • 00:08:50
    Like a void.
  • 00:08:52
    Like a huge sphere inside.
  • 00:08:54
    Empty and painful.
  • 00:09:00
    I've only felt like this once in my life.
  • 00:09:06
    You'll laugh.
  • 00:09:08
    I had a puppy when I was a kid.
  • 00:09:11
    A real ugly one, actually.
  • 00:09:14
    Just a mutt.
  • 00:09:17
    But I loved her.
  • 00:09:20
    Her name was Mina. We all loved her.
  • 00:09:23
    My dad, my mom, me...
  • 00:09:28
    Then one Christmas Eve she disappeared.
  • 00:09:30
    My dad and I went shopping and she disappeared.
  • 00:09:34
    We looked all day. everywhere.
  • 00:09:36
    But nothing. She was gone. She was gone.
  • 00:09:39
    So we had dinner anyway. Imagine the mood.
  • 00:09:43
    And then that TV commercial came on.
  • 00:09:45
    With the song. "Come home, come home..."
  • 00:09:49
    "Come home, come home
  • 00:09:52
    for Christmas...
  • 00:09:55
    It's Christmas Eve and tomorrow's Christmas day..."
  • 00:10:00
    We all started crying.
  • 00:10:05
    I felt that emptiness inside. just like now.
  • 00:10:12
    They should take that damn commercial off the air.
  • 00:10:16
    How many people has it devastated?
  • 00:10:20
    Everyone misses someone who'll never be home for Christmas.
  • 00:10:24
    Maybe they should just go ahead and cancel
  • 00:10:26
    fucking Christmas.
  • 00:10:32
    Nuria, are you there?
  • 00:10:37
    Need a hand?
  • 00:10:40
    "I'm instructed that
  • 00:10:42
    Christmas should be fucking canceled."
  • 00:10:49
    For once your silence makes you human.
  • 00:11:00
    Did she come back?
  • 00:11:02
    Who, my puppy? Yeah, we found her
  • 00:11:04
    the next day. Sorry to leave you hanging like that.
  • 00:11:12
    Have you got a dog?
  • 00:11:16
    It's funny, isn't it?
  • 00:11:19
    Your silence finally makes you speak.
  • 00:11:21
    What kind of dog? Don't tell me. It's "personal information."
  • 00:11:26
    German Shepherd?
  • 00:11:28
    No.
  • 00:11:29
    A poodle?
  • 00:11:30
    No.
  • 00:11:31
    Cooker Spaniel?
  • 00:11:33
    You've got a Cooker Spaniel!
  • 00:11:37
    They're very friendly.
  • 00:11:39
    That means you must be a good person.
  • 00:11:42
    It took some time.
  • 00:11:43
    But it came out in the end.
  • 00:11:49
    Nuria...
  • 00:11:50
    You know the number, right?
  • 00:11:53
    The call
  • 00:11:54
    made at 19:35?
  • 00:11:57
    It's right in front of you.
  • 00:12:01
    I can't...
  • 00:12:02
    But you know it.
  • 00:12:04
    Nuria...
  • 00:12:07
    Is the first number nine?
  • 00:12:16
    No.
  • 00:12:20
    Six?
  • 00:12:22
    It's six.
  • 00:12:25
    A cell phone, right?
  • 00:12:27
    Is the second number zero?
  • 00:12:29
    No.
  • 00:12:31
    -One?
  • 00:12:32
    -Two?
  • 00:12:33
    Three?
  • 00:12:34
    Three.
  • 00:12:36
    It's three. Is the next number zero?
  • 00:12:39
    -No. -One?
  • 00:12:41
    -No. -Two?
  • 00:12:42
    No.
  • 00:12:43
    -Three?
  • 00:12:44
    -Four?
  • 00:12:45
    -Five?
  • 00:12:47
    Six?
  • 00:12:49
    Six?
  • 00:12:52
    Six. Is the next number zero?
  • 00:12:56
    Is it zero?
  • 00:12:59
    Come on.
  • 00:13:01
    Next number zero?
  • 00:13:02
    -No. -One?
  • 00:13:03
    -No. -Two?
  • 00:13:05
    -Two? -No, no.
  • 00:13:08
    Sorry. Three?
  • 00:13:09
    -No. -Four?
  • 00:13:10
    -No. -Five?
  • 00:13:11
    -Six?
  • 00:13:14
    It's six.
  • 00:13:16
    Shit, we're almost
  • 00:13:17
    out of time.
  • 00:13:18
    Next number. Is it...
  • 00:13:19
    one?
  • 00:13:20
    -No. -Two?
  • 00:13:21
    -Three?
  • 00:13:22
    -No. -Four?
  • 00:13:23
    -No. -Five?
  • 00:13:24
    -Six?
  • 00:13:25
    Seven?
  • 00:13:26
    -Eight?
  • 00:13:27
    -Nine?
  • 00:13:29
    That's all of them!
  • 00:13:30
    No!
  • 00:13:31
    Zero?
  • 00:13:33
    Zero! Shit. I forgot zero.
  • 00:13:36
    Is the next number zero?
  • 00:13:37
    -No. -One?
  • 00:13:40
    It's one.
  • 00:13:41
    Two more, right?
  • 00:13:42
    -Next number zero? -No.
  • 00:13:44
    -One?
  • 00:13:45
    -Two?
  • 00:13:46
    -Three?
  • 00:13:47
    -Four?
  • 00:13:48
    -Five?
  • 00:13:49
    Six?
  • 00:13:50
    -No. Seven?
  • 00:13:52
    It's seven!
  • 00:13:55
    One more. Nuria.
  • 00:13:58
    Nine?
  • 00:14:00
    Eight?
  • 00:14:03
    We're sorry to inform you that the time limit has been exceeded.
  • 00:14:07
    Thank you for calling Airfone.
  • 00:14:12
    Shit! Shit!
  • 00:14:16
    One fucking number!
  • 00:14:33
    I must be an idiot.
  • 00:14:43
    Hello?
  • 00:14:44
    Hello, is Marta there please?
  • 00:14:47
    -You've got a wrong number. -I'm sorry.
  • 00:15:05
    Hello?
  • 00:15:06
    May I speak with Marta please?
  • 00:15:08
    Yes, hold on. I'll get her.
Etiquetas
  • customer service
  • phone call
  • desperation
  • emotional turmoil
  • company policy
  • relationship issues
  • communication
  • urgency
  • conflict
  • human connection