They describe this as 'lack of empathy' but this isn't a training matter. If such empathy doesn't come naturally then why are such people employed in the first place?
http://tinyurl.com/ohndhcg
It is a 'Health & Safety' issue.
In this case the call handler decided that the caller 'was aggresive' and so made sure they did not get an ambulance. Vehicles were available but deliberately witheld.
Next the Fire Brigade will not be attending any fires because it is 'too hot'.
If an ambulance is needed it is needed... regardless.
What qualifies a call handler to decide these matters....?