Plot
Jordan Turner (Halle Berry) is an LAPD 9-1-1 operator. One night, she receives a call from Leah Templeton (Evie Thompson), a teenage girl fearing for her life as a man breaks into her home. Jordan's clever instructions allow Leah to evade the intruder, but when the call disconnects, Jordan redials the number, causing the phone to ring, alerting the intruder. He then proceeds to capture Leah and pick up the phone. When Jordan attempts to stop him, he says "It's already done", and hangs up. A few days later, Jordan sees a report on TV that shows that Leah had been murdered.
Jordan confides in her boyfriend, Officer Paul Phillips (Morris Chestnut), that the event has put her in a mental state where she can no longer field calls. Six months later, she is a trainer for 9-1-1 operators. At this time, teenager Casey Welson (Abigail Breslin) is kidnapped from a mall parking garage and driven away in the trunk of her kidnapper's car. Casey calls 9-1-1 from her friend's phone. Brooke (Jenna Lamia), a rookie operator, receives the call and cannot handle it; Jordan sees this and reluctantly takes over. Because Casey is using a disposable phone, they cannot get an exact GPS location on her. Jordan guides Casey into signalling nearby cars who call 9-1-1, allowing the police to narrow their search. The kidnapper ends up killing two people who try to intervene, and switches cars with Alan Denado (Michael Imperioli), one of his victims, to elude the police. However, he inadvertently leaves fingerprints at the scene of the car switch, and the police are finally able to determine his identity as Michael Foster (Michael Eklund).
Michael arrives at his destination and when he takes Casey out of the trunk, he finds her on the phone, mid-call, with 9-1-1. After Jordan tells Michael that they know his identity, he smashes the phone, but not before telling Jordan "It's already done." Jordan then realizes that Michael is the same person who murdered Leah Templeton. Meanwhile, Paul and other officers raid Michael's home looking for clues when Paul realizes that Casey looks very similar to Michael's deceased sister. A photograph shows their childhood home and Michael's wife says it has been long gone but a nearby secondary house still stands. The police raid the house only to find that nobody is there. Jordan is anguished by a second failure to save a child from Michael and decides to drive out to the secondary home to look for clues herself. While there she recognizes sounds from a flagpole outside which she heard during the final moments of the 9-1-1 call. When she goes to investigate she finds a trap door amid the dirt and scrub where the primary house used to stand. After she accidentally drops her cellphone down the cellar, she climbs down in without calling the police.
The cellar helps put Michael's back story together. It is revealed that Michael was to the point of having incestuous feelings towards his sister. In high school, she got leukemia, lost all of her hair, and died. Michael has a prop head that he keeps in the cellar and treats it like his sister. He has been killing young girls who have similar blond hair and scalping them. He takes the scalps of his victims and puts them on the mannequin head, but so far, none of the scalps have matched his sister's, so he keeps killing until he can find the right one.
Now that Jordan has stumbled upon the cellar, she sees Casey strapped down on a table as Michael is about to scalp her. He shows some remorse toward her for his actions, but says he can't stop. Jordan attacks him from behind, freeing Casey. Casey and Jordan fight against Michael and manage to knock him out. They run outside and start climbing the ladder out of the cellar, but Michael comes behind and almost gets Jordan. She manages to get out, but Michael follows her. When he tries to go after Jordan, Casey stabs him in the back, and he falls into the cellar and loses consciousness. While he is knocked out, they tie him up and chain him to a chair. When he regains consciousness, he mocks them and tells them they can't leave him tied in the chair when the police come. Jordan reveals that she has not called the police. Instead, they tell Michael they are going to leave him to die using the cover story that Casey had escaped, Jordan found her in the woods, and Michael simply disappeared. Before they leave, he tells them that they can't just leave him, but as they walk out, Jordan says what he said to her both times when he grabbed the phone from the victim: "It's already done."
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