I haven't listened to the call, the sound on my laptop is playing up
But... however, I believed the first point of call for an operater was to take the details of how serious the incident was, and they have a clear button to quickly dispatch the ES if necessary and continue to follow up with taking details of address etc.
A lot of the time, the operators will stay on the phone to provide advice, or keep a person calm and conscious until the ES arrive.