. >> but after reviewing surveillance footage, captain michael caldwell and other jail staff learn justthe fight actually was. >> what we see here is mr. alex gonzalez. mr. gonzalez has just received his food tray from the food line and he's ready to sit down and have dinner. and what we also see is this is detainee darrel couch. he's entering the food line here. one of the interesting things with mr. couch, you notice the routine has been to grab a cup of juice along with the food tray. mr. couch doesn't grab any juice because his intention is not to sit down to a meal. >> took the tray and rammed it right into his face. right into the orbital socket. hits him with that and was immediately pounding him with punches, hitting him with everything he could get, one time slams him to the ground. one time had him in a reverse head lock and drove his head into the floor. >> what our protocols in the suffolk county sheriff's department call for is the officer waits for backup before breaking up that fight so as not to endanger him. and you notice that as soon as he sees the entry of the team,

you start our first panel and that is going to be moderated by michael caldwell. she special counsel in my office in the consumer and governmental affairs bureau at the fcc. the panel is entitled challenges facing consumers and industry today. i invite the palace to come up and mike. >> good morning everyone. i am pleased to be here and paste welcome for our first panel. i will let them introduce themselves and then we get started. michelle. >> i michelle and a former consumer protection g from ohio attorney general's office. eleven years ago i started a law firm with three other consumer protection chiefs and a former ohio attorney general. while i'm here representing the industry at heart i would consider myself a consumer advocate as well. i'm here in my capacity as general counsel with the professional assault the customer engagement. case is the only industry, nonprofit association that is dedicated solely to contact centers that placed calls to consumers and businesses and use multiple talents for contacting consumers and businesses the telephones, text mess

that is going to be moderated by michael caldwell. she is a special counsel in my office and the consumer government affairs bureau here at the fcc. and the panel is entitled challenges facing consumers and industry today. so i invite the panelists to come up. and micah. >> good morning, everyone. >> good morning. >> morning. >> pleased to be here, very pleased to welcome for our first panel michelle shift, he kevin roofy and bargeal low mu. i'll let them introduce them selves and then we'll get started. michelle. >> good morning, i'm michelle schuster i'm a former chief from the ohio attorney general's office. 11 years ago i started a law firm with three other consumer protective chiefs and a former ohio attorney general. and while i'm hear representing the industry of at heart kroir consider myself a consumer advocate as well. i'm here in my capacity as general counsel for pace, the professional association for customer engagement. p.a.c.e. is the only industry nonprofit association that is dedicated solely to contact centers that p