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The Call

Seasoned 9-1-1 operator Jordan Turner receives a call from 15-year-old Leah Templeton, fearing for her life as a man breaks into her home while her parents are away. Jordan calmly advises her to hide, which she does under the bed. After the intruder has searched the room thinking Leah has left, he proceeds to leave the house. The girl believes he has left, but when her call is disconnected, Jordan calls back, and the ring gives Leah's location away to the intruder. After the male intruder captures Leah, Jordan attempts to dissuade him, but he responds, "It's already done," and hangs up. The next day, a television report confirms that Leah has been murdered. Emotionally affected, Jordan decides she can no longer handle field calls.

Six months later, Jordan is training 9-1-1 operators. Teenager Casey Welson, after heading home from the Mall, is almost hit by a car in the parking garage. The driver apologises but then assaults her and throws her into the trunk of his car. Kidnapped, Casey uses a disposable phone to call 9-1-1. Brooke, a rookie operator, receives the call but can't handle it, so Jordan takes over. However, since Casey is using a burner phone, her exact location cannot be determined by GPS.

As the kidnapper drives, Jordan gets Casey to provide details about the man who abducted her and the colour of the car which she describes as a red/maroon 4 door car. Jordan gets her to knock off the tail light and wave to signal an incoming car. While waving, a woman driving behind sees Casey's arm, and calls 9-1-1 on a phone with GPS. With her disclosure of the location, Jordan shares the location to the police. The woman drives near the kidnapper’s car and tells 9-1-1 the plate number of the car, but it comes up as a stolen plate. While Jordan is questioning further, the woman overtakes the vehicle, which spooks the kidnapper and forces him to exit the highway. The woman provides the road he took to Jordan. When Casey discovers paint in the trunk, Jordan has her pour the paint out of the tail-light hole to help police with tracking the car. The paint pouring attracts the attention of another driver, Alan Denado, but the kidnapper viciously bludgeons him into unconsciousness with a shovel and, assuming him to be dead, stuffs him into the trunk of his car, a black Lincoln Town Car Signature Limited, with Casey.

On the road again, Alan awakens in his trunk and begins panicking. Hearing his screams, the kidnapper pulls over and kills him. When he later stops for gas, Casey tries to crawl out of the trunk into the back seat and yell for help. When a gas attendant sees her and tries to open the car door, the kidnapper douses him with gasoline and burns him alive. Meanwhile, the police find the kidnapper's abandoned car, a red Toyota Camry LE in a parking lot off a nearby highway and, using fingerprints left at the scene, discover the kidnapper's identity, Michael Foster.

Arriving at their destination, Michael removes Casey from the trunk. He finds the phone in her pocket, still connected to 9-1-1. Jordan informs Michael that the police have discovered his identity and have enough evidence to charge him for his crimes, advising him to surrender and to not hurt Casey. Before smashing the phone, Michael responds, "It's already done,” making Jordan realise that Michael was also behind Leah’s death.

Meanwhile, Jordan’s boyfriend, police officer Paul Phillips, and others raid Michael's home, finding only his wife and children. When an officer finds a photo of Michael and his sister, Melinda, Paul notices Casey's physical resemblance. Additionally, their childhood home is revealed by Michael's wife to have burned down, although a nearby cottage, which police later raid but then find it empty, still remains.

As Michael begins to torture Casey, now restrained to a foldable wheelchair and subjected to nitrous oxide, she manages to spray him in the eyes and escape, but is later recaptured after being horrified by what she finds in another room. Determined to rescue her, Jordan drives to the cottage where she finds a number of photos of Michael with his leukemia -stricken sister. Stepping outside, she recognises sounds from an outdoor flagpole — exactly what she'd heard in the background at the end of the 9-1-1 call. Next to the flagpole, she also finds a trap door where the primary house once stood. Jordan accidentally drops her cell phone down the cellar and climbs down to get it.

Jordan hides from Michael in the cellar. Looking around, it becomes clear Michael had incestuous feelings towards his sister and was distraught when she fell ill and died. Michael keeps a prop head which he treats as his sister. He has been killing and scalping people similar to her since then, trying to find scalps that match his sister's hair, which she lost from chemotherapy.

Jordan soon finds Casey strapped to the wheelchair and attacks Michael as he begins to scalp Casey’s forehead. Jordan frees her and they try to escape, during which Casey stabs Michael in the back with scissors. Removing the scissors to hurt Casey, Jordan and Casey kick him back down into the cellar, knocking him unconscious. Instead of calling 9-1-1, they tape him to the same chair he used to torture Casey. When Michael regains consciousness, the women reveal that they intend to leave him there to die. Casey will claim she blacked out and escaped, and Jordan found her in the woods, while everyone will assume that Michael has fled. He first insults them, then pleads that they cannot do this to him. Jordan replies with his own words, "It's already done," and locks the door as Michael screams in horror.