jennifer odien.nter anthropologist, a scientist, and something of a counselor to those still hoping for the promise. >> shock i would say is the first response typically just because of how many years have gone by. they weren't necessarily expecting to get that new identification. any identification for some families, they weren't expecting it. and after that, it tends to be emotional, some grief. now, all the memories, everything is coming up about that. >> can you give me a sense of how many families you're in touch with? >> hundreds. >> hundreds? >> yeah. >> what memories have some of these families shared with you? >> some of the memories are that last phone call that they received or the last birthday they had or, you know, a vacation. but a lot of it has to do with that last contact, whether it was in the morning before they went off to work or if they had called while they were in the towers. >> a vital part of your job is to listen. >> yes. >> and i listen as long as they'd like me to. we had