Is it less about policy and more about personal interactions? Lil bit of both?
Both. What's interesting are the times they discuss policy then either an agent or a suit will flat out lie on camera about said policy. Three examples of this is.
1. ICE cannot enter your home without permission so then they go on to show ice agents blatantly breaking this law while discussing doing so.
2. One of the suits said that it isn't ICE making these decisions but judges, ICE only carries out their orders. Then the filmmakers show that immigration judges aren't allowed to render actual judgments, they are required to do whatever they are told to do. Immigration judges aren't a part of the judicial branch, they are in the executive branch.
3. In a press conference about a municipality kicking ICE out of a municipality a Homeland Security official knowingly lied about how many "criminal aliens" they detained. He was told that the number of detainees with a criminal record was under 50%, in the press conference they called he gave that percentage as 91%, the percent they had when they were allowed to detain from the county jail.
These things are way way way far down the list of infuriating things on this documentary.