I heard the same news clip DS. It was horrible and just gave me the chills. That poor family!
I also thought, at the same time, that 911 employees are special people and a rock. I couldn't have done what that 911 lady did. She tried so hard to "anchor" that lady to her through the phone. She was calm, cool and collected the entire time. They can't be paid enough for what they do.
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Just working here until I get my letter from Hogwarts.