For anyone who hasn't read this, I found it very educational to compare Patsy's 911 call to this FBI study of 911 calls placed by innocent callers vs guilty callers using statement analysis.
https://leb.fbi.gov/2008-pdfs/leb-june-2008#page30
She hits the guilty marks in many places ("We have a kidnapping" in itself is a goldmine) but the bit kanzz posted above pointing out Patsy's confusion is a great example of the 'huh' factor.
When a 911 caller unexpectedly responds to a dispatchers relevant question with such comments as Huh? What? or Do what? it reveals a disconnect in the thought process known as the huh factor. These responses indicate that callers are caught completely off guard and are not tracking their own answers (unless, of course, excessive background noise prevented them from clearly hearing the dispatchers ques- tions). For example, a caller reported that his wife suffered a serious accident.
Dispatcher: 911. What is your emergency?
Guilty caller: I just came home, and my wife has fallen down the stairs. Shes hurt bad, and shes not breathing!
Dispatcher: How many stairs did she fall down?
Guilty caller: Huh?
When the dispatcher asked a relevant question regarding the accident, the caller, who had assaulted and killed his wife, could not immediately answer because he had not tracked his own fabricated story. Had the victim actually fallen down stairs, the caller should have known whether she fell down a few stairs or a whole flight and would not have been confused by this unanticipated question. The huh factor was present in 12 percent of the homicide calls. All but one of these callers were guilty.
We see this with Patsy. Her internal script was not prepared for the question "does it say who took her?" so she goes, "What?" In all, Patsy ends up responding to that question in 4 different ways as she tries to decide what she should reveal. After stalling with "what?" she says no, which is a clear answer. Then she takes it back - she doesn't know. Stalling again, she reminds the operator it is a ransom note. Then she changes her answer again by providing the correct answer, albeit with the "Victory!" & SBTC switched as kanzz pointed out. Which to me indicates she's reciting from memory, not reading off a page. "Victory" is an afterthought here, but it would have been the first thing she read if she was looking right at it.
Throughout the call she's really trying to impress upon the operator that she has received a ransom note - she can't shut up about it.
It's more like she's calling in to report the ransom note than her missing child.
But she did not anticipate being asked about its contents because she didn't think any of the crap she made up was actually important. In her mind, the only relevance of the note is that it is a
ransom note because she wants to emphasize that it is from a kidnapper - she's distancing the family from the note. But to the operator, the primary relevance of the note is any useful information it might contain, not whether it is asking for ransom or not. Patsy shares very little relevant info with the operator (a related indication of deception mentioned in the study) and hangs up before she can be pressed like this again.