Diez Minutos

Alberto Ruiz Rojo

17 Jul 201216:04

Summary

TLDRIn a tense and emotional phone call, a man named Enrique Gonzalez Martin desperately seeks the number his girlfriend Marta called from his phone at 19:35, after she left him to take a dream job in New York City. Despite his pleas and attempts to connect on a human level with the Airfone customer service representative Nuria, she adheres to the company's policy, refusing to provide the call details. The call ends abruptly due to a time limit, leaving Enrique without the information he desperately needs, highlighting the struggle between corporate rules and personal desperation.

Takeaways

😢 The protagonist, Enrique Gonzalez Martin, is desperately trying to retrieve the phone number of a call made from his phone at 19:35, which he believes is crucial to his personal situation.
📞 Enrique's girlfriend, Marta, has left him and he suspects she used his phone to call a friend to pick her up, which is why he needs to know the number.
🔒 Airfone customer service representative, Nuria, repeatedly states that she cannot provide the information Enrique is seeking due to company policy and security reasons.
🤖 Despite Nuria's insistence that she is a human, she strictly adheres to the scripted responses and refuses to deviate from the company's instructions.
💔 Enrique's emotional state is one of desperation and heartbreak, as he feels lost and empty without Marta, comparing his feelings to when he lost his puppy as a child.
📝 Enrique is informed that he can check his bill for the call details, but he needs the information immediately, not when the bill arrives.
🚫 Nuria is not allowed to transfer calls or provide any personal information, which includes facilitating the call record Enrique is asking for.
🕒 There is a time limit for calls made to Airfone customer service, which ultimately cuts off Enrique's attempt to get the number through a guessing game.
🤝 Enrique tries to appeal to Nuria's humanity and empathy, sharing his personal story and attempting to create a connection to convince her to break the rules.
🚷 In a moment of frustration, Enrique uses a hypothetical scenario about breaking a rule to save a life, drawing a parallel to his situation and pleading for Nuria to help him.
🔚 The conversation ends without Enrique obtaining the number, highlighting the strict adherence to company policy and the lack of flexibility in customer service protocols.

Q & A

What is the name of the Airfone customer service representative?
-The customer service representative's name is Nuria.
What information is Enrique Gonzalez Martin trying to obtain from Airfone?
-Enrique Gonzalez Martin is trying to obtain the phone number that was called from his phone at 19:35.
Why is Enrique unable to check the last 10 calls on his own receiver?
-Enrique is unable to check the last 10 calls on his own receiver because he has made more than 10 calls since the call in question.
What is the reason given by Nuria for not being able to provide the call information immediately?
-Nuria states that the information is unavailable and she is instructed not to provide it due to user security.
How does Enrique attempt to convince Nuria to break the rules and provide the number?
-Enrique uses an analogy of a child in danger at a crosswalk and appeals to Nuria's humanity and empathy to break the rules and provide the number.
What personal story does Enrique share with Nuria to establish a connection?
-Enrique shares the story of his lost puppy Mina, who disappeared on Christmas Eve and the emotional impact it had on him and his family.
What is the significance of the time limit mentioned by Nuria for the call to Airfone?
-The time limit is a restriction set by Airfone to manage call duration, and once exceeded, the call is automatically interrupted.
Why does Enrique believe that Nuria should be able to provide the call information despite company policy?
-Enrique believes that Nuria should be able to provide the call information because he will receive it on his bill anyway, and he needs it urgently.
How does the conversation between Enrique and Nuria end?
-The conversation ends with the call being interrupted due to exceeding the time limit set by Airfone, and Enrique is unable to obtain the number.
What is the final attempt Enrique makes to get the number after the call with Airfone is interrupted?
-Enrique makes a final attempt by calling the number he believes to be Marta's directly, only to be told it's a wrong number.

Outlines

00:00

😔 Desperate Plea for Call Information

In a tense exchange, a customer named Enrique Gonzalez Martin contacts Airfone customer service, represented by Nuria, to urgently retrieve the number dialed from his phone at 19:35. He explains that his girlfriend left him and used his phone to call a friend for a pickup, and he needs this number to contact her. Despite his emotional appeal and insistence, Nuria, bound by company policy, repeatedly denies his request, stating that call records are unavailable in real-time and can only be accessed through the billing statement. The conversation highlights the conflict between customer desperation and corporate protocol.

05:01

😢 Emotional Struggle and Unyielding Policy

The conversation between Enrique and Nuria continues with Enrique sharing his deep emotional turmoil over his girlfriend Marta's departure for a job in New York City, which he was unable to join her on. He paints a vivid picture of his despair, comparing his current feelings to the loss of a beloved puppy during his childhood. Despite his heartfelt story and pleas for Nuria to break the rules and provide the number, she maintains her stance, citing company policy against sharing call records. The dialogue underscores the human struggle against the inflexibility of corporate procedures.

10:06

😤 Persistent Attempts and Time Limit Frustration

Enrique, growing increasingly desperate, tries a different tactic by attempting to guess the phone number dialed, with Nuria only confirming or denying his guesses about the number's digits. This game of yes-or-no questions leads to a tense back-and-forth, with Nuria eventually revealing some digits but ultimately stopping short as the call's time limit is reached, and the call is disconnected. This part of the conversation illustrates the customer's relentless pursuit of a solution and the frustration caused by the service's strict time constraints.

15:06

😞 Final Attempt and Missed Connection

The script concludes with Enrique making one last attempt to reach Marta, this time by calling a number he believes might be hers. However, his call is met with a response from an unidentified person who tells him he has the wrong number. This final interaction encapsulates the overall theme of missed connections and the futile efforts made by the protagonist to mend a personal loss, bringing the conversation to a close on a note of disappointment and unfulfilled desire.

Mindmap

Keywords

💡Airfone

Airfone is a telecommunications service, typically available on airplanes, allowing passengers to make phone calls. In the script, it represents the customer service that the protagonist, Enrique Gonzalez Martin, is trying to get information from. The theme of communication and the struggle to connect with someone is central to the narrative.

💡Customer Service

Customer service refers to the assistance provided by a company to those people who buy or use its products or services. In the script, it is depicted through the interaction between Enrique and Nuria, the Airfone representative. The concept is crucial as it highlights the frustration and the bureaucratic barriers that customers often face.

💡Information

Information in this context refers to the specific data or details that Enrique seeks from Airfone, namely the phone number dialed from his phone. The script revolves around the protagonist's desperate attempt to obtain this information, which underscores the theme of urgency and the importance of communication.

💡Identification Number

An identification number is a unique sequence of digits or characters used to identify an individual or an account. In the script, Enrique provides his identification number to Airfone, which is a standard procedure in customer service interactions to verify the user's identity and access their account information.

💡Unavailable

The term 'unavailable' is used by Nuria to indicate that the information Enrique requests cannot be provided. It is a recurring theme in the script, symbolizing the barriers and the lack of control that the protagonist experiences in trying to retrieve the phone number, which is essential for him.

💡Desperation

Desperation is a state of extreme distress or need. The script illustrates Enrique's desperation through his persistent attempts to get the phone number, despite being told it's unavailable. It is a key emotion driving the narrative and Enrique's interactions with Airfone.

💡Personal Information

Personal information pertains to details about an individual's private life or identity. In the script, Nuria mentions that they are not allowed to give any personal information, which includes the phone number Enrique seeks. This highlights the privacy policies and restrictions faced by customer service representatives.

💡Time Limit

A time limit is a restriction on the duration for which something can be done. In the script, Nuria informs Enrique about the time limit for calls made to the service, which adds tension to the narrative and emphasizes the urgency of Enrique's situation.

💡Crosswalk

A crosswalk is a designated pathway for pedestrians to cross a street. The script uses the metaphor of a crosswalk with a 'Don't walk' sign to illustrate the moral dilemma faced by Nuria. Enrique asks if she would break a rule to save a life, drawing a parallel to his plea for help.

💡Empathy

Empathy is the ability to understand and share the feelings of another. The script explores the concept of empathy through Enrique's plea for Nuria to understand his desperation and help him, despite the rules. It is a central theme that questions the human aspect of customer service.

💡Phone Number

A phone number is a numerical identifier assigned to a telephone line. In the script, the phone number is the ultimate goal for Enrique, representing his connection to his girlfriend, Marta. The number is a symbol of the relationship and the protagonist's attempt to mend it.

Highlights

Enrique Gonzalez Martin is seeking information about a specific call made from his phone.

Airfone customer service representative Nuria is unable to provide the requested call information.

Enrique emphasizes the urgency and personal importance of the call information.

Nuria explains that call records are not available due to user security policies.

Enrique's emotional plea about his girlfriend leaving and the impact on his life.

Nuria maintains that she cannot provide the call information despite Enrique's situation.

Enrique compares the situation to a moral dilemma, urging Nuria to break the rules for a good cause.

Nuria inadvertently says 'yes' when asked if she would save a child in danger, revealing her humanity.

Enrique tries to connect with Nuria on a personal level by sharing a childhood story.

Nuria's silence after Enrique's story suggests empathy but adherence to company policy.

Enrique attempts to guess the phone number by asking Nuria yes-or-no questions.

Nuria's repeated refusal to provide the call information, even as Enrique gets closer to guessing the number.

The call is abruptly ended due to exceeding the time limit for Airfone customer service.

Enrique's frustration and desperation are evident after the call is cut off.

Enrique tries calling again, only to be met with a wrong number response.

A brief moment of connection as Nuria seems to be on the verge of breaking protocol.

The transcript ends with a sense of unresolved tension and Enrique's continued struggle.