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Doug and Lexy Monroe are a newlywed couple who lost their lives in an airplane crash. Immediately after they arrive on the 13th floor of a hotel (a ghost floor, because the hotels only have 12), where Mr. Shepherd explains that because of an accidental jurisdiction crossing between Heaven's supervisors, they must return to Earth to help people until Mr. Shepherd's bosses decide whether they go to Heaven. Meanwhile, their souls will live this test of time, both will live on the 13th floor. Mr. Shepherd will supervise Doug and Lexy on their different mission, hoping they will do well enough to go to Heaven.