Retired special agent Toni Chrabot reviews the operation of the FBI's Crisis Negotiation Unit (CIRG) and what the team was responsible for. She is also interviewed about the kidnapped grandma case involving Hedwig, "Heddy" Braun, held for a $3 million ransom on her 88th birthday. As a crisis negotiator, Toni responded to a number of kidnappings and barricade situations and as an instructor at the FBI Academy.

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