The bank would never have discovered this scheme if the thief had handled the call, notwithstanding routine audits by the OCC and other examiners throughout the years.
The Fire Department of New York today doesn't count any call time in its response analysis, a change from 2008 and earlier, when it included the time during which fire-dispatch staffers handled the call.
Banking customers deposit money or withdraw cash at the grocery till, but everything else is handled by the call centres of the grocers' bank partners.