In the US a lot of us grew up with the idea that when something really bad was happening you would dial 911 and people would appear very soon to help you. I don't know whether this myth was ever true, but it certainly is not true today. I have called 911 or its equivalent more than a dozen times on three continents. No magic helping people appear within five minutes. Or ten. Usually not twenty either. Sometimes not a…
If someone is asking clarifying details it's likely because they are trained to do so, as people in real life emergencies tend to get flustered and make mistakes.
The 911 system in NYC is sophisticated, was revamped by the Bloomberg administration heavily in the wake of September 11th, and is very much part of the civil service here. Your story about calling 911 in NYC and getting an out of town call center is obvious fiction and makes me doubt the rest of your stories as a result.