Who is the "you" the narrator addresses, and why has that person asked for her help in understanding Emily? What do you think Emily might have said or done to prompt the person's call.
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WE are not sure who this third person is. We can speculate, by mother's story, that this person might be a teacher or social worker. This person would have dealings with Emily in some official capacity. Emily has difficulties because of her troubled life and this person is looking for insight.