0:00:09 > 0:00:17This programme contains some strong language.
0:00:31 > 0:00:33PHONE RINGS
0:00:42 > 0:00:44Hello, Comfort Support Line.
0:00:44 > 0:00:46CALLER HANGS UP
0:00:46 > 0:00:50- George, remind me, are we allowed to do 1471?- No.
0:00:50 > 0:00:53Well, we need to get someone on nine.
0:00:53 > 0:00:55Yeah, I'm aware of that, thank you.
0:00:57 > 0:00:58Sorry I'm late.
0:00:58 > 0:00:59Oh, that's all right.
0:00:59 > 0:01:02- Not to worry, come through.- Thanks.
0:01:02 > 0:01:04Now, I thought I'd pop you in opposite Liz.
0:01:04 > 0:01:06- Have you met?- Er, I don't think so.
0:01:06 > 0:01:07- Hi, I'm Andy.- Hello.- Hi.
0:01:07 > 0:01:10- Oh, he's given you prime location there.- Really?
0:01:10 > 0:01:12Yes, this was Victoria's booth,
0:01:12 > 0:01:14she was one of our longest-standing volunteers,
0:01:14 > 0:01:16but she's had to take a bit of gardening leave.
0:01:16 > 0:01:19She had three dead dads in two days, it tipped her over the edge.
0:01:19 > 0:01:21That was probably her phoning just then.
0:01:21 > 0:01:22Yes, and if it was,
0:01:22 > 0:01:24we'd have respected her confidentiality, wouldn't we, Liz?
0:01:24 > 0:01:26Of course we would, George.
0:01:26 > 0:01:28- Let's get you sat, in shall we? - Right, thanks.
0:01:28 > 0:01:30As you can see, it's compact and bijou
0:01:30 > 0:01:33with a south-facing terrace and en-suite facilities.
0:01:33 > 0:01:35Don't worry, Andy, I didn't laugh either.
0:01:35 > 0:01:37Now, obviously, you've done your induction
0:01:37 > 0:01:38but when the calls come in,
0:01:38 > 0:01:40we like to pick up within three rings
0:01:40 > 0:01:43- and begin every dialogue with, "Hello, Comfort Support Line."- OK.
0:01:43 > 0:01:46I don't mind if people use the abbreviation CSL,
0:01:46 > 0:01:49cos Comfort Support Line does sound a bit like bras.
0:01:49 > 0:01:51- You've got one for your moobs, haven't you, George?- Ignore her.
0:01:51 > 0:01:53Now, whatever the caller wants to talk about,
0:01:53 > 0:01:55we offer active listening,
0:01:55 > 0:01:58er, though I would say one in every five calls will just be silent.
0:01:58 > 0:02:00That's right, cos they're plucking up the courage.
0:02:00 > 0:02:01Yes, yes.
0:02:01 > 0:02:04You just have to make sure they're not plucking something else.
0:02:04 > 0:02:06Ah, you mean...
0:02:06 > 0:02:07BOTH: Masturbating.
0:02:07 > 0:02:09It has become a bit of an epidemic.
0:02:09 > 0:02:11How will I be able to tell?
0:02:11 > 0:02:13- LIZ SIMULATES MASTURBATION NOISE - Liz!
0:02:13 > 0:02:16Your ear soon becomes attuned.
0:02:16 > 0:02:19Now, you may find you have a dead hour or so when nobody rings.
0:02:19 > 0:02:22I don't mind you bringing in, erm, a novel, newspaper,
0:02:22 > 0:02:23wordsearch is fine,
0:02:23 > 0:02:25but I do frown on people watching box sets of The Walking Dead
0:02:25 > 0:02:27on their mobile phones.
0:02:27 > 0:02:28It was the season finale, leave me alone.
0:02:28 > 0:02:30The point is, you have to be focused,
0:02:30 > 0:02:32- ready to go at the drop of a hat. - OK.
0:02:32 > 0:02:34- PHONE RINGS - There you go.
0:02:34 > 0:02:36- Do you want to plunge straight in? - Really?- Yep.
0:02:36 > 0:02:38- Should I...?- Yeah, grab it.
0:02:38 > 0:02:41Hello, Comfort, CSL line. How can I help you?
0:02:41 > 0:02:43- RECORDED MESSAGE:- 'Hi, this is an important message
0:02:43 > 0:02:46'regarding your Payment Protection Insurance Policy...'
0:02:46 > 0:02:49- Hang up.- I thought I wasn't allowed to terminate the dialogue?
0:02:49 > 0:02:50It's not a dialogue, is it?
0:02:50 > 0:02:53We'll have to do something about this. There's more PPIs than wankers.
0:02:57 > 0:02:58Have you been volunteering long?
0:02:58 > 0:03:02Me? I was going to do it for two weeks...
0:03:02 > 0:03:04five years ago. HE LAUGHS
0:03:04 > 0:03:06- I just got addicted to it.- Mm.
0:03:06 > 0:03:07I love it.
0:03:07 > 0:03:08What about you?
0:03:08 > 0:03:11Oh, I just, you know, I thought it was a really good thing to do.
0:03:13 > 0:03:15When my sister died, I really wished I could have had
0:03:15 > 0:03:18- someone to talk to... - PHONE RINGS
0:03:18 > 0:03:21Hello, Comfort Support Line, how can I help you?
0:03:22 > 0:03:25Oh. Well, have you tried using a spoon?
0:03:27 > 0:03:29It might work.
0:03:31 > 0:03:32Mm...
0:03:33 > 0:03:35Yeah.
0:03:35 > 0:03:36I know.
0:03:38 > 0:03:39Mm...
0:03:41 > 0:03:43PHONE RINGS
0:03:43 > 0:03:46Oh, erm, George?
0:03:47 > 0:03:49George! I've got a call!
0:03:50 > 0:03:52OK, yeah.
0:03:52 > 0:03:54Remember, no leading, no counselling,
0:03:54 > 0:03:57- just active listening.- OK.
0:03:59 > 0:04:02Hello, Comfort Support Line, can I help you?
0:04:02 > 0:04:05- WOMAN'S VOICE:- 'Oh... Mm...'
0:04:11 > 0:04:14Erm, did you want to talk to someone?
0:04:14 > 0:04:16'Oh, God.
0:04:17 > 0:04:22'Well...a couple of years ago, there was...an incident.'
0:04:22 > 0:04:23Right.
0:04:23 > 0:04:26'After the incident, I was pretty depressed, obviously,
0:04:26 > 0:04:28'but I did manage to get back on track
0:04:28 > 0:04:30'even though it, it was quite a serious incident.'
0:04:30 > 0:04:31I see.
0:04:31 > 0:04:33'And erm, I mean, as Steve said, at the clinic,
0:04:33 > 0:04:35'with that kind of incident,
0:04:35 > 0:04:37'you're not going to bounce back over night, are you?
0:04:37 > 0:04:39- 'It takes its toll, but...' - Well...- Shh.
0:04:39 > 0:04:42'..but I can't sleep now, for thinking about the incident
0:04:42 > 0:04:44'and I'm having nightmares about it.
0:04:44 > 0:04:46'And all I think when I wake up is,
0:04:46 > 0:04:49'"God! The incident, the incident, the incident! Christ!"'
0:04:49 > 0:04:52- What was the incident? - 'I'd rather not talk about it.'
0:04:52 > 0:04:57OK, so without revealing to me the nature of the incident...
0:04:57 > 0:05:00- It's not a magic trick. - Sorry. Erm...
0:05:00 > 0:05:02- 'It was an abortion, if you must know.'- Right, good.
0:05:02 > 0:05:05- Well, erm, that was your choice. - 'I know it was!'
0:05:05 > 0:05:07No, no, I mean it was your choice to tell me,
0:05:07 > 0:05:10- I didn't force it out of you. - 'What?!'
0:05:10 > 0:05:13- SHE HANGS UP PHONE - Oh...
0:05:13 > 0:05:15- Well, that went well. - Yeah, don't worry. Really good.
0:05:15 > 0:05:16Don't beat yourself up.
0:05:17 > 0:05:20Just glad you didn't mention terminating the call.
0:05:21 > 0:05:25MULTIPLE TELEPHONES RING
0:05:25 > 0:05:29- MAN:- 'And it wasn't even like we'd had a bad holiday, it was good.
0:05:29 > 0:05:32'We went out for some nice meals and the hotel was nice,
0:05:32 > 0:05:34'and I'd got a good deal.
0:05:34 > 0:05:35'I'd got one of them deals,
0:05:35 > 0:05:39- 'you know where you cut out and paste the numbers?'- Mm-hm.
0:05:39 > 0:05:41'And she seemed happy with it at the time, I think,
0:05:41 > 0:05:43'but I think the weather was quite bad
0:05:43 > 0:05:46'so there was a lot of sitting in cafes, so that doesn't help.'
0:05:46 > 0:05:47No.
0:05:47 > 0:05:48'And it kind of makes you realise
0:05:48 > 0:05:51'that you've got nothing to say to each other.
0:05:51 > 0:05:55'I mean, I'm talking like it came from me, but it didn't.
0:05:55 > 0:05:58'I mean, I tried to start conversations
0:05:58 > 0:06:01'but she'd, they'd just be one word answers,
0:06:01 > 0:06:02'like "Yes," or "Dunno."
0:06:02 > 0:06:05'I felt like she wasn't really interested
0:06:05 > 0:06:08'in what I had to say, do you know what I mean?'
0:06:08 > 0:06:09- Hm... - WOMAN ON PHONE:- 'Hello?'
0:06:09 > 0:06:12'Anyway, I'm going to go now because I've just heard her come back in,
0:06:12 > 0:06:14'but thanks very much, you've really helped me.'
0:06:14 > 0:06:15Good, well...
0:06:15 > 0:06:18That's why we're here.
0:06:18 > 0:06:19It's nice talking to you.
0:06:19 > 0:06:22'You too, bye. Mother, is that you?'
0:06:23 > 0:06:25- I bet that's a relief.- Yeah, what?
0:06:25 > 0:06:26That call, seemed like a long one.
0:06:26 > 0:06:28Yeah, it, it was.
0:06:28 > 0:06:31Erm, I was dying for him...to finish.
0:06:31 > 0:06:33Not that I wasn't interested in what he had to say,
0:06:33 > 0:06:36just that I was...relieved when he'd said it.
0:06:36 > 0:06:38- I'm Andy.- Joanne, hi.
0:06:38 > 0:06:40Hi.
0:06:40 > 0:06:42- Do you mind if I sit down for a second?- Er, no. No, no, course...
0:06:49 > 0:06:51I know you're quite new,
0:06:51 > 0:06:54and, please, don't think I'm being patronising.
0:06:54 > 0:06:56- Patronise means to talk down to someone.- Right.
0:06:56 > 0:06:58That's a joke, by the way.
0:06:58 > 0:07:00Oh, good, yes.
0:07:00 > 0:07:03It's just I've been a volunteer here for three years now
0:07:03 > 0:07:07and I always say the same thing to all the new recruits.
0:07:07 > 0:07:09Don't get involved.
0:07:09 > 0:07:12Right, no. I wasn't going to, I'm not even looking, so...
0:07:12 > 0:07:15I don't mean with me, I mean with the callers.
0:07:15 > 0:07:17Right, yes. George has said, it's not a good idea.
0:07:17 > 0:07:19No, it's not.
0:07:19 > 0:07:22These people...are not your friends,
0:07:22 > 0:07:24in spite of what Liz might say.
0:07:24 > 0:07:26Ah, she does seem chatty.
0:07:26 > 0:07:29Probably been bitching about me already, has she?
0:07:29 > 0:07:31Has she?
0:07:31 > 0:07:33Not that I know of.
0:07:33 > 0:07:35Let her. I don't care.
0:07:35 > 0:07:37- I don't want any part of that clique.- I don't.
0:07:37 > 0:07:39Just keep your guard up and your shutters down.
0:07:39 > 0:07:41Mm.
0:07:41 > 0:07:42Anyway, I'll let you finish that drink.
0:07:42 > 0:07:44Oh... Cheers!
0:07:47 > 0:07:49- Mm.- Good luck, Andy.
0:07:49 > 0:07:50Thanks.
0:07:51 > 0:07:53- Bye.- Bye.
0:07:57 > 0:08:01MULTIPLE PHONES RING
0:08:02 > 0:08:04PHONE RINGS
0:08:05 > 0:08:07Hello, Comfort Support Line?
0:08:07 > 0:08:09- 'Hi...'- Did you want to...?
0:08:09 > 0:08:10'This is an important message
0:08:10 > 0:08:13- 'regarding your Payment Protection Insurance Policy...'- Piss off!
0:08:13 > 0:08:16- Oh, let me guess, another PPI.- Mm.
0:08:16 > 0:08:19Persistent Pain in the Intestine, I call them.
0:08:19 > 0:08:21Right, I'm off.
0:08:21 > 0:08:23I've got a hot date with a Fray Bentos steak and ale pie.
0:08:23 > 0:08:26- PHONE RINGS - Ooh! Hello, CSL.
0:08:26 > 0:08:27Night, night.
0:08:27 > 0:08:28Hello?
0:08:31 > 0:08:32- WOMAN:- 'Is Victoria there?'
0:08:32 > 0:08:34Ah, sorry, no. Victoria's not in tonight.
0:08:35 > 0:08:37'What's your name?'
0:08:37 > 0:08:41I'm afraid we're not advised to give out our personal details.
0:08:41 > 0:08:43'Victoria did.'
0:08:43 > 0:08:48Well, she's no longer a volunteer here, but I am.
0:08:48 > 0:08:50'OK.'
0:08:50 > 0:08:52Now, you can tell me your name, if you'd like.
0:08:52 > 0:08:53'It's...Chloe.'
0:08:54 > 0:08:58Hi, Chloe. I'm...here for you.
0:08:59 > 0:09:00'Will you talk to me?'
0:09:00 > 0:09:01Of course.
0:09:03 > 0:09:05'What...
0:09:05 > 0:09:07'What do you want to talk about?'
0:09:07 > 0:09:10Well, erm...I'm just here to listen, so you tell me.
0:09:12 > 0:09:16'Well...I hate my life,
0:09:16 > 0:09:19'I hate my mum, I hate my step-dad...
0:09:19 > 0:09:21'especially hate my step-dad.
0:09:21 > 0:09:23'I haven't done anything with my life.'
0:09:24 > 0:09:26How old are you, Chloe?
0:09:26 > 0:09:28- 'I'm 16.'- Well, there you go. You know, you're still very young.
0:09:28 > 0:09:30You've got your whole life ahead of you.
0:09:30 > 0:09:32'Huh...yeah.
0:09:33 > 0:09:35'Oh...
0:09:35 > 0:09:37- Chloe... - SHE PANTS
0:09:37 > 0:09:39Chloe, I don't want to be rude,
0:09:39 > 0:09:41but if you're doing what I think you're doing,
0:09:41 > 0:09:43I'm going have to ask you to stop because...
0:09:43 > 0:09:44'What? I've got stomach cramps.'
0:09:45 > 0:09:46Oh, well, that's OK.
0:09:46 > 0:09:50- It's just that we're not allowed to...- 'I've taken some tablets.'
0:09:51 > 0:09:53Sorry?
0:09:53 > 0:09:54'I've taken tablets.'
0:09:56 > 0:09:58Have you...?
0:09:58 > 0:10:01OK, erm...how many?
0:10:01 > 0:10:03- SHE SIGHS - 'I don't know, erm...
0:10:03 > 0:10:05'30? 40?'
0:10:06 > 0:10:08Right.
0:10:08 > 0:10:12'I just wanted to talk to someone before I go.'
0:10:13 > 0:10:14Well, erm...
0:10:14 > 0:10:17Yep, I, I can do that for you, er, Chloe,
0:10:17 > 0:10:19and I'm certainly going to keep talking to you,
0:10:19 > 0:10:21but if you had a mobile, you could dial 999
0:10:21 > 0:10:22and ask for an ambulance...
0:10:22 > 0:10:24'No!
0:10:24 > 0:10:25'Please don't do that.'
0:10:26 > 0:10:28I'm not going to do that, Chloe.
0:10:28 > 0:10:30I'm not going to do that, I promise.
0:10:32 > 0:10:34I promise. We'll just talk.
0:10:34 > 0:10:36'Thank you.'
0:10:36 > 0:10:39- SHE BREATHES HEAVILY - 'It's hot.'
0:10:41 > 0:10:43Yeah...
0:10:43 > 0:10:45Yeah, the, erm...
0:10:45 > 0:10:47the windows are painted shut in here
0:10:47 > 0:10:49so...er, we can't get any air in.
0:10:51 > 0:10:53- IN A FAINT VOICE:- 'That's a shame.'
0:10:57 > 0:10:59Chloe? Are you all right?
0:11:03 > 0:11:05'Mm...
0:11:06 > 0:11:07'Will you sing to me?'
0:11:09 > 0:11:10Yeah.
0:11:10 > 0:11:12Yeah, I'm not very good, but I'll give it a go.
0:11:14 > 0:11:16What...what did you want to hear?
0:11:19 > 0:11:22'Well, I like American Pie
0:11:22 > 0:11:24'but I think it might be a bit long.
0:11:27 > 0:11:29'Do you know Shine?'
0:11:31 > 0:11:32Take That?
0:11:32 > 0:11:33'Yeah.'
0:11:35 > 0:11:37I think I know some if it, erm...
0:11:39 > 0:11:40# You
0:11:40 > 0:11:43# You're such a big star to me
0:11:43 > 0:11:45# You're everything I want to be
0:11:45 > 0:11:48# But you're stuck in a hole
0:11:48 > 0:11:50# And I want you to get out
0:11:50 > 0:11:52# I don't know what there is to see
0:11:52 > 0:11:55# But I know it's time for you to leave
0:11:55 > 0:11:57# We're all just pushing along
0:11:57 > 0:12:01# Trying to figure it out, out, out... #
0:12:03 > 0:12:05I don't really know the rest.
0:12:06 > 0:12:07How was that?
0:12:10 > 0:12:11Chloe?
0:12:14 > 0:12:15Chloe?
0:12:20 > 0:12:22My name's Andy, by the way.
0:12:30 > 0:12:33HE SIGHS
0:12:33 > 0:12:37PHONE RINGS
0:12:37 > 0:12:39Hello, CSL?
0:12:39 > 0:12:44- WOMAN:- 'I'm sorry to bother you, but I just couldn't sleep.
0:12:44 > 0:12:48'You see, Picasso died last week,
0:12:48 > 0:12:51'and the house seems so empty without him.
0:12:51 > 0:12:53'He was my cat, you see,
0:12:53 > 0:12:55'and he meant the world to me.
0:12:55 > 0:12:57- 'Hello?'- Yes, yes.
0:12:57 > 0:12:59Erm...I'm sorry to hear that.
0:12:59 > 0:13:04'It's not just me, Binky misses him, and Percy.
0:13:04 > 0:13:06'They were from the same litter.
0:13:06 > 0:13:10'I just miss his little paws padding about.
0:13:10 > 0:13:13'He had such a lovely meow.
0:13:13 > 0:13:16'They all have very different personalities, you know.'
0:13:16 > 0:13:17Mm.
0:13:17 > 0:13:20'And Picasso was such a softie, really.
0:13:20 > 0:13:23'Although, he did have his moments.
0:13:23 > 0:13:26'He would often bring me little parcels from the garden,
0:13:26 > 0:13:28'a mouse or a shrew.
0:13:28 > 0:13:30'And he would demand that I pick him up,
0:13:30 > 0:13:33'but you're not supposed to encourage them.
0:13:33 > 0:13:37'Anyway, I'm devastated, to be honest.
0:13:37 > 0:13:41'I just don't see how I can go on day-to-day.
0:13:41 > 0:13:43'There's such a hole without him.
0:13:43 > 0:13:45'It's like a terrible ache.'
0:13:45 > 0:13:47Oh, well, he's just a cat.
0:13:47 > 0:13:49'I beg your pardon?'
0:13:49 > 0:13:50It's just a cat.
0:13:50 > 0:13:52It sounds like you've got other ones, have you?
0:13:52 > 0:13:55'Yes...but nothing will replace Picasso!'
0:13:55 > 0:13:57Well, another cat would.
0:13:57 > 0:13:59'I want your name!'
0:14:02 > 0:14:06MULTIPLE DIALLING TONES BEEP
0:14:09 > 0:14:11Well, I'd put them all in the green ones,
0:14:11 > 0:14:13but lose the headdresses.
0:14:13 > 0:14:14Yeah.
0:14:14 > 0:14:17And you don't want to go all Big Fat Gypsy Wedding, do you?
0:14:17 > 0:14:19And how much are they?
0:14:20 > 0:14:22Well, do Primark not do them? Oh, hang on a sec...
0:14:22 > 0:14:25- Oh, I see. Yes, yes... - Liz.
0:14:25 > 0:14:27- Just a minute, George. - Terminate that call, please.
0:14:27 > 0:14:29- I'm with a client. - No, you're not. Terminate the call.
0:14:29 > 0:14:30I'm sorry, caller,
0:14:30 > 0:14:33but my supervisor's instructing me to terminate this call.
0:14:33 > 0:14:36- Would you wait just a sec? What? - You're not allowed personal calls,
0:14:36 > 0:14:40- how many times have I got to tell you?- She called the helpline. - To talk about bridesmaids' dresses.
0:14:40 > 0:14:43- She's upset about it, it's a big decision.- This is completely against the rules
0:14:43 > 0:14:47- to clog up the lines with personal calls...- Oh, piss off, George! I'm working.
0:14:47 > 0:14:48Some of us are here to help people.
0:14:48 > 0:14:50Hello. Yes, you were saying.
0:14:50 > 0:14:52Put that phone down.
0:14:52 > 0:14:54Well, I'd go for the white shoes...
0:14:55 > 0:14:58Oh, well, they can wear their own at the reception, cant they?
0:14:59 > 0:15:01Well, tell her she can't wear Wellingtons.
0:15:01 > 0:15:04She's 45, for goodness' sake.
0:15:04 > 0:15:05What you doing?!
0:15:05 > 0:15:07Give me the...fucking phone!
0:15:10 > 0:15:12What?!
0:15:12 > 0:15:13Are you for real?
0:15:14 > 0:15:16Did you see that, Valerie?
0:15:16 > 0:15:18It was an assault!
0:15:18 > 0:15:19Psycho!
0:15:19 > 0:15:22Are you all right, Valerie?
0:15:22 > 0:15:23He hurt me chin!
0:15:26 > 0:15:27Anyway, he's been reported,
0:15:27 > 0:15:29but they won't do anything,
0:15:29 > 0:15:30it's bad for the image.
0:15:30 > 0:15:32They don't want anyone knowing the volunteers
0:15:32 > 0:15:35are more fucked up than the people ringing in.
0:15:35 > 0:15:36How are you, anyway?
0:15:36 > 0:15:39Yeah, I was just a bit shaken.
0:15:39 > 0:15:41It was so weird, I actually heard someone die.
0:15:41 > 0:15:42Well, you didn't.
0:15:42 > 0:15:45You were singing Take That, but I know what you mean.
0:15:45 > 0:15:47You just feel so helpless.
0:15:47 > 0:15:49But I suppose you've got to do what Joanne said
0:15:49 > 0:15:52- and pull the shutters down. - She would say that, wouldn't she?
0:15:52 > 0:15:56She's got so much ice up her fanny, I call her Jane Torville.
0:15:56 > 0:15:57It's a coping mechanism.
0:15:57 > 0:16:01Mechanisms are for robots and that's what she is.
0:16:01 > 0:16:02I've never once seen her use
0:16:02 > 0:16:04the tampon machine in the ladies, you know.
0:16:04 > 0:16:07- Hi, Andy. Hi, Liz.- Oh, hiya, chuck.
0:16:07 > 0:16:09- How are you feeling? - A lot better, thanks.
0:16:09 > 0:16:11Good. Put it behind you.
0:16:11 > 0:16:12It wasn't your fault.
0:16:12 > 0:16:14I got you one of those drinks you like.
0:16:14 > 0:16:16- I hope it's the right one.- Thanks.
0:16:19 > 0:16:21See? Complete bitch.
0:16:22 > 0:16:24"Put it behind you"?!
0:16:24 > 0:16:25She couldn't care less.
0:16:25 > 0:16:27People who ring here want a friend,
0:16:27 > 0:16:29they want to be told what to do.
0:16:29 > 0:16:31Doing nothing makes it worse.
0:16:31 > 0:16:33Like, I had a man on this morning
0:16:33 > 0:16:35whose mother had put her head in the gas oven
0:16:35 > 0:16:36because her cat had died.
0:16:36 > 0:16:38- Imagine that?- What?
0:16:38 > 0:16:41He was sobbing his heart out, poor sod.
0:16:41 > 0:16:42Inconsolable.
0:16:42 > 0:16:44And he was a squaddie, he'd been in Iraq.
0:16:44 > 0:16:47Now, I was able to talk to him like a mate.
0:16:47 > 0:16:50I told him about when my mother died.
0:16:50 > 0:16:53In George's world, I wouldn't have been able to do that, would I?
0:16:53 > 0:16:54- What was the cat's name?- Eh?
0:16:54 > 0:16:56The woman who killed herself.
0:16:56 > 0:16:58What was the cat's name?
0:16:58 > 0:17:00Picasso. Why?
0:17:01 > 0:17:04No reason. Excuse me.
0:17:07 > 0:17:08Is Andy all right?
0:17:08 > 0:17:11I don't know, Joanne. I don't get involved.
0:17:11 > 0:17:13TELEPHONE RINGS
0:17:15 > 0:17:18Hello, Comfort Support Line? How can I help you?
0:17:18 > 0:17:22MULTIPLE DIALLING TONES AND VOICES
0:17:24 > 0:17:26- MAN:- 'I saw her on Tues, er, Tuesday, er, no, a Wednesday.
0:17:26 > 0:17:28'No, I saw her on Tuesday, saw her on Tuesday,
0:17:28 > 0:17:29'and she came up to me
0:17:29 > 0:17:33'and she actually came up to me and said, "Hiya." Ha, ha!
0:17:33 > 0:17:36'But it wasn't 'hiya' like, just like, "Uh, hiya. Hi there."
0:17:36 > 0:17:39'It was 'hiya' like, like, "Hiya!".
0:17:39 > 0:17:41'Like, beautiful, like lyrical, "Hi, hiya!" "Hiya!"
0:17:41 > 0:17:45'So it wasn't just like a, "Oh, here he is. Oh, hiya, hiya.
0:17:45 > 0:17:46'"Um, hiya."
0:17:46 > 0:17:48'It was like 'hiya' like, "H, hiya! Hiya!"'
0:17:48 > 0:17:50Good, good and, er, what did you say?
0:17:50 > 0:17:52'Well, I didn't say anything, I spat on her.'
0:17:52 > 0:17:55CALLER HANGS UP PHONE
0:17:55 > 0:17:57- Andy. Everything all right? - Yeah, yeah.
0:17:57 > 0:18:00Well, I just wanted to say what we talked about yesterday,
0:18:00 > 0:18:02it's totally fine, there won't be any repercussions.
0:18:02 > 0:18:03Thanks, George.
0:18:03 > 0:18:05You know, this is a pressure cooker environment.
0:18:05 > 0:18:09We've all snapped at certain points, so don't dwell on it.
0:18:09 > 0:18:12Speaking of which, I've got to go and talk to the trustees
0:18:12 > 0:18:15about, erm...recent events involving me and Liz,
0:18:15 > 0:18:17so I wondered if you could, er, do me a favour,
0:18:17 > 0:18:20take Michael through his induction? Michael, this is Andy.
0:18:20 > 0:18:21He's going to sit in on your first call.
0:18:21 > 0:18:22- Pleased to meet you.- Hi.- Hiya.
0:18:22 > 0:18:25Michael has been transferred from the Wood Green office,
0:18:25 > 0:18:27so he knows the basics. I'll see you later.
0:18:27 > 0:18:30Oh, are you all right there? Can you squeeze in?
0:18:30 > 0:18:31I think so.
0:18:31 > 0:18:34If you need to use the loo, I'd go now before you get settled in,
0:18:34 > 0:18:35cos er you don't want to get caught short.
0:18:35 > 0:18:37I'm all right, thanks.
0:18:37 > 0:18:39- It can be quite harrowing... - Especially if it's a number two.
0:18:40 > 0:18:42No, I mean, some of the phone calls.
0:18:42 > 0:18:46Oh, right. Yeah, yeah. But we don't say nothing, do we?
0:18:46 > 0:18:48Yeah, well, not nothing,
0:18:48 > 0:18:50er, but it is important not to get too involved.
0:18:50 > 0:18:52You don't want your own emotions to get in the way.
0:18:52 > 0:18:55- PHONE RINGS - All right, yeah. Go ahead, yeah.
0:18:57 > 0:18:58Hello, Comfort and Support Line?
0:19:01 > 0:19:02Do you want to talk?
0:19:04 > 0:19:06- WOMAN:- 'I think so.
0:19:06 > 0:19:07'What's your name?'
0:19:07 > 0:19:08Er, Michael.
0:19:08 > 0:19:10Do you want to tell me your name? You don't have to.
0:19:10 > 0:19:12'It's Chloe.'
0:19:12 > 0:19:13Hi, Chloe. What's on your mind today?
0:19:15 > 0:19:19- SHE SIGHS - 'Oh, just, I hate my life.
0:19:19 > 0:19:21'I hate my mum, I hate my step-dad...
0:19:21 > 0:19:23'especially hate my step-dad.'
0:19:24 > 0:19:26Just one second, Chloe.
0:19:27 > 0:19:29- Did I do it wrong? - No, no, carry on, carry on.
0:19:31 > 0:19:34Er, sorry, erm, how long have you felt like this?
0:19:34 > 0:19:35'Too long now.
0:19:35 > 0:19:38'I don't...I don't want to carry on.'
0:19:38 > 0:19:41Well, it's never too late to change your life around.
0:19:41 > 0:19:44'Huh, it might be.
0:19:44 > 0:19:46'I've taken some tablets.'
0:19:46 > 0:19:48What? You've taken some tablets?
0:19:48 > 0:19:49How many, Chloe?
0:19:49 > 0:19:52'Er, 30? 40?'
0:19:52 > 0:19:55Right, well, the thing to do is stay calm.
0:19:55 > 0:19:57- Now, you listen to me, you fucking little bitch.- 'Andy?!'
0:19:57 > 0:19:59I don't know what sick, twisted thrills you get
0:19:59 > 0:20:01from ringing these helplines but it stops now.
0:20:01 > 0:20:03- Do you hear me? Now! - 'But I've taken some tablets.'
0:20:03 > 0:20:05- Good!- 'Andy?!'
0:20:05 > 0:20:06Do you have any idea what you've done?
0:20:06 > 0:20:07The damage you've caused?
0:20:07 > 0:20:09'What are you talking about?
0:20:09 > 0:20:10'I just wanted you to sing to me!'
0:20:10 > 0:20:12Oh, fuck off!
0:20:14 > 0:20:17Well, that is not how we do it in Wood Green.
0:20:17 > 0:20:20MULTIPLE DIALLING TONES RING Hello, CSL Helpline...
0:20:23 > 0:20:24Well, you all know me,
0:20:24 > 0:20:26I'm not one for making speeches.
0:20:26 > 0:20:28I'm more of a listener.
0:20:28 > 0:20:30And I don't like saying goodbye either,
0:20:30 > 0:20:32especially after all these years.
0:20:32 > 0:20:34Erm, we've had our ups and downs in this office,
0:20:34 > 0:20:36but I like to think I was always fair.
0:20:37 > 0:20:40But we can't ignore the powers that be
0:20:40 > 0:20:43and the recommendations that they've made.
0:20:43 > 0:20:44So it's with great sadness
0:20:44 > 0:20:46that we have to see Liz go.
0:20:46 > 0:20:48I don't know if you want to say a few words, Liz?
0:20:51 > 0:20:54Well, as you all know, I don't want to go,
0:20:54 > 0:20:56but I've been er, shall we say,
0:20:56 > 0:20:59politely encouraged to move on.
0:20:59 > 0:21:01I shall miss...some of you...
0:21:01 > 0:21:03you know who you are.
0:21:03 > 0:21:05And I shall miss helping people,
0:21:05 > 0:21:07because that's all I ever did.
0:21:07 > 0:21:09And if that's not what you're meant
0:21:09 > 0:21:11to do here, then I'm sorry.
0:21:12 > 0:21:15Anyway, I've bought a bottle of Cava.
0:21:16 > 0:21:17Have a little drink on me.
0:21:17 > 0:21:19- Cheers, everybody.- Yay.
0:21:19 > 0:21:22Let's not forget why we're all here.
0:21:22 > 0:21:24There's lots of people out there that need us tonight
0:21:24 > 0:21:26so just sensible, please, don't go mad.
0:21:26 > 0:21:28Would you open that for us?
0:21:33 > 0:21:36I know you won't, but if you ever feel like ringing me,
0:21:36 > 0:21:37this is me number.
0:21:37 > 0:21:40Oh, thanks, Liz. I'll have to give you mine.
0:21:40 > 0:21:41Oh, that's all right, Andy.
0:21:41 > 0:21:43I know where you are.
0:21:45 > 0:21:48Oh, thank you, Valerie. Oh, that's kind.
0:21:48 > 0:21:51- What about you two? - It's the fizz in it.- I know.
0:21:51 > 0:21:53PHONE RINGS
0:21:53 > 0:21:56Hello, Comfort Support Line. How can I help you?
0:21:58 > 0:21:59Oh, yes, I'll just put you through.
0:21:59 > 0:22:01Andy!
0:22:01 > 0:22:03- It's for you. - Oh, right, thanks, Liz.
0:22:05 > 0:22:07- PHONE RINGS - Hello?
0:22:07 > 0:22:09- WOMAN:- 'I've taken some tablets.'
0:22:09 > 0:22:11What do you want, Chloe?
0:22:11 > 0:22:14'I just wanted to say sorry. I didn't mean to upset you.'
0:22:14 > 0:22:15You haven't upset me.
0:22:15 > 0:22:17I feel sorry for you. You need help.
0:22:17 > 0:22:19'That's why I'm ringing a helpline.'
0:22:19 > 0:22:22No, you just want attention and I'm not giving it to you.
0:22:24 > 0:22:27PHONE RINGS
0:22:27 > 0:22:29Look, you ring this number again and I will track you down
0:22:29 > 0:22:32and shut your stupid whining mouth up for good!
0:22:32 > 0:22:34- MAN:- 'Is this the Comfort Support Line?'
0:22:34 > 0:22:36Yes. How can I help you?
0:22:36 > 0:22:39'I'll, I'll leave it for now, thank you.'
0:22:39 > 0:22:41CALLER HANGS UP
0:22:41 > 0:22:43PHONE RINGS
0:22:43 > 0:22:45- CHLOE:- '# You, you're such a big star to me... #'- Stop it.
0:22:45 > 0:22:47'# You're everything I want to be... #'
0:22:47 > 0:22:49- Stop it, Chloe. - '# But you're just stuck... #'
0:22:49 > 0:22:51Right, I'm going to put you onto my colleague...
0:22:51 > 0:22:53'No! I won't speak to anyone else, I only want to speak to you.'
0:22:53 > 0:22:55Listen, Chloe...
0:22:55 > 0:22:57I need you to understand something.
0:22:57 > 0:23:01Because of your actions, an old lady died.
0:23:01 > 0:23:02Now, that's very serious.
0:23:02 > 0:23:04The police could get involved.
0:23:04 > 0:23:05Do you see?
0:23:05 > 0:23:07Someone took their own life
0:23:07 > 0:23:08directly because of what you did.
0:23:11 > 0:23:13'I don't think so, Andy.
0:23:13 > 0:23:15'I think that's because of what YOU did.'
0:23:16 > 0:23:18What?
0:23:18 > 0:23:21'You said, "It's just a cat," didn't you?
0:23:21 > 0:23:23'Told her to get another one.
0:23:24 > 0:23:26'Maybe I should talk to the police?
0:23:26 > 0:23:28'Tell them what actually happened.'
0:23:28 > 0:23:30Who told you that?
0:23:30 > 0:23:32'Are they having a party?
0:23:33 > 0:23:35'I might come along.
0:23:35 > 0:23:37'I know where you are.'
0:23:37 > 0:23:40TENSE MUSIC PLAYS
0:23:52 > 0:23:55PHONE RINGS
0:24:24 > 0:24:29PHONE RINGS
0:24:35 > 0:24:36CSL?
0:24:36 > 0:24:37- ANDY:- 'Hello, Chloe.'
0:24:37 > 0:24:39Sorry?
0:24:39 > 0:24:41'What are you doing here?'
0:24:41 > 0:24:42I forgot my bag.
0:24:44 > 0:24:45Is that you, Andy?
0:24:45 > 0:24:48'Yeah. I'm in George's office.'
0:24:48 > 0:24:49Why?
0:24:49 > 0:24:52'Chloe knew about the cat lady committing suicide.
0:24:52 > 0:24:54'She knew we were having a party tonight.
0:24:54 > 0:24:56'It had to be someone who works here.
0:24:56 > 0:24:57'Oh, and then you turn up!'
0:24:57 > 0:25:00Yeah, cos I forgot my bag. Who's Chloe?
0:25:00 > 0:25:03'Don't worry, Joanne. I've got the time codes here.
0:25:03 > 0:25:05'I'm going to find the footage of you calling me as Chloe
0:25:05 > 0:25:07'and then I'm ringing the police.'
0:25:07 > 0:25:09Andy, I don't know what
0:25:09 > 0:25:11- you're talking about... - HE HANGS UP CALL
0:25:13 > 0:25:15What time codes? What are you talking about?
0:25:21 > 0:25:23- MAN:- 'It's just that, you know,
0:25:23 > 0:25:25'if-if I lose the farm then, that-that's it.
0:25:25 > 0:25:27- 'It's, it's all gone.'- Mm, I see.
0:25:27 > 0:25:30- 'You know and...' - FOOTAGE IS PUT INTO FASTFORWARD
0:25:30 > 0:25:34'There's not many names you can give to cows these days
0:25:34 > 0:25:36- 'without sounding like an idiot.' - Mm.
0:25:45 > 0:25:47Oh, let me guess. Another PPI?
0:25:47 > 0:25:51Persistent Pain in the Intestine, I call them.
0:25:51 > 0:25:53Right, I'm off.
0:25:53 > 0:25:54I've got a hot date with
0:25:54 > 0:25:56a Frey Bentos steak and ale pie. PHONE RINGS
0:26:06 > 0:26:08What do you want to talk about?
0:26:08 > 0:26:11- ANDY:- 'Erm, I'm just here to listen, so you tell me.'
0:26:14 > 0:26:17Well...I hate my life,
0:26:17 > 0:26:20I hate my mum, I hate my step-dad...
0:26:20 > 0:26:22especially hate my step-dad.
0:26:23 > 0:26:24I haven't done anything with my life.
0:26:24 > 0:26:26'How old are you, Chloe?'
0:26:27 > 0:26:29I'm 16.
0:26:29 > 0:26:35ENGAGED TONE BEEPS
0:27:09 > 0:27:11And it's just in here...
0:27:13 > 0:27:14Right, Andy, this is Glen.
0:27:14 > 0:27:16- He's replacing Liz. - Hi.- All right?
0:27:16 > 0:27:19Er, you just get yourself sat down here
0:27:19 > 0:27:21and I'll do your induction in a minute.
0:27:22 > 0:27:24- Is he not in yet?- No.
0:27:24 > 0:27:26- What do you think we should do? - I'm going to call the police.
0:27:26 > 0:27:27- Really?- Yes!
0:27:27 > 0:27:29You saw those clips. They go back years.
0:27:29 > 0:27:32This isn't just nuisance phone calls. The guy is insane.
0:27:32 > 0:27:34I spoke to Victoria last night. I told her it was all him.
0:27:34 > 0:27:37She couldn't believe it. She's still on medication.
0:27:37 > 0:27:39- Well, exactly. He's got to be stopped.- OK.
0:27:39 > 0:27:41PHONE RINGS
0:27:41 > 0:27:42Won't be a minute.
0:27:42 > 0:27:44Hello, Comfort Support Line, can I help you?
0:27:44 > 0:27:47- GEORGE, AS CHLOE:- 'Hello, Andy. It's me.'
0:27:47 > 0:27:48Hello.
0:27:48 > 0:27:51'I don't think I'm going to be able to speak to you for a while.'
0:27:51 > 0:27:53No, I don't think you are.
0:27:53 > 0:27:56'I just wanted to say thank you for listening.
0:27:56 > 0:28:00'27 years I've listened to other people's problems.
0:28:00 > 0:28:02'I just wanted someone to listen to me.'
0:28:02 > 0:28:03Mm.
0:28:03 > 0:28:06Well, the police can listen to you, cos I'm going to call them.
0:28:06 > 0:28:07Goodbye, George.
0:28:07 > 0:28:10'I have done one last naughty thing.'
0:28:10 > 0:28:11And what's that?
0:28:11 > 0:28:15'You know the lady who killed herself because her cat died?'
0:28:15 > 0:28:16Yeah.
0:28:16 > 0:28:18'I told her son where you worked.'
0:28:18 > 0:28:20- Andy!- Yeah?
0:28:20 > 0:28:23MUSIC: Shine by Take That