The latest on this, according to their lawyer, is that the two never saw the woman and were never told the extent of her condition. She was in the back of the restaurant having asthma symptoms and abdominal pains. An employee asked them to call their dispatcher for an ambulance, which they did. They were never asked to examine her. There was no sense of panic, they say, and no one was angry with them for not helping. They didn't walk over her or past her on the floor on their way out saying, "call 911."
"Protocol, training and regulations" also kept them from intervening further because they didn't have any equipment or medications and worked as dispatchers rather than in the field.
All this sounds plausible and likely. Still, why didn't they go check her out? Dispatchers or not, they've all been trained and capable of getting involved in emergency situations. So, while they're not the callous monsters we assumed them to be (if what their lawyer says is true), they still have some responsibility here.