It's a tough conversation to listen to.
The woman on the phone thinks she has a fiancé in the US. But the romantic emails she's been receiving are really coming from a small town in Nigeria.
Laura Lyons has to break the bad news.
She's a private investigator who specialises in tracking down online romance fraudsters, otherwise known as "catfish".
"When you have to go back to individuals and explain to them that this person doesn't exist, they're not real, that is really hard to do," she says.
The catfish are often based in Africa and work from pre-written romantic scripts in internet cafes.
Their stories are designed to tug at the heart strings and to empty bank accounts.
More than a quarter of new relationships now start through a dating website or app, so there's no shortage of potential victims.
Most victims are too embarrassed to go to the police, but there are still 10 catfish crimes a day reported in the UK. Those affected by such scams lose on average around £15,000.