"She says they are being very nice," the bank official said on the 911 tape. "They have their faces covered. She is petrified. She wasn't going to call the police, but I came to the office and I did.
"It's amazing how calm she was," she added. "But then again, she could have been petrified. I don't know."
In court Wednesday, Hayes' public defender, Thomas Ullman, asked Cheshire police Capt. Robert Vignola why it took police 33 minutes from the 911 call to determine at least one person was in distress inside the house.
Police said they followed standard hostage procedure by not going in until the suspects fled. But Vignola admitted that no attempt was made even to contact the family.
"No phone call was made from any police officer to the home?" the defense asked him in court.
"That's correct," he responded.
It could have cost Dr. Petit his entire family -- though he ultimately managed to escape by untying himself and running to his neighbors.
"I felt a major jolt of adrenaline and thought it's now or never. In my mind, at that moment, I thought they were going to shoot all of us," he testified Tuesday.
He managed to free his hands and hop up the stairs, falling at least once, then finally made his way out the door, he testified.
"My heart felt like it was beating 200 beats per minute," he said, "like it was going to explode out of my chest."
Somehow, he crawled, then rolled to a neighbor's house. Doctors said later Petit had lost as much as seven pints of blood. He said his neighbor didn't even recognize him at first, because he was so bloody.
The neighbor called 911. But it was too late for his wife and daughters.
Hayes and Komisarjevsky fled the burning home in the family's car and were caught after ramming several police cruisers, authorities said.
In opening statements Monday, Ullmann said Hayes told police that things "got out of control," and that Hayes' co-defendant Komisarjevsky said no one was supposed to get hurt, the AP reported.
"It has been a very painful process to get to this day," Johanna Petit Chapman, Dr. Petit's sister, said outside court on Monday. "And although the pain will never end, we think of Jennifer, Hayley and Michaela every second of every day."
Petit and Hawke-Petit lived what seemed like a charmed life in an upscale neighborhood. Hayley, who was planning to attend Dartmouth College, was hoping to become a doctor and follow in her father's footsteps. Hawke-Petit had multiple sclerosis and the family was active in efforts to raise money to fight the disease.
Dr. Petit cited his lost family after his testimony.
"I mostly focused on the questions I was being asked," Dr. Petit told reporters. "Just tried to do the best I could do for my family."
Both defendants have offered to plead guilty in exchange for life sentences. But prosecutors, seeking the death penalty for both, pushed for trials, defense attorneys said, forcing the state to revisit the unsettling crime and its lone survivor to relive it in the courtroom.
Hayes' trial was delayed significantly after he was put into a medically induced coma following a suicide attempt earlier this year.
If Hayes is convicted, the same panel will weigh his fate in the penalty phase.
ABC News' David Muir, Sarah Netter and Lee Kamlet, and The Associated Press contributed to this report.