I think you handled it very well. I have had crisis lines actually say to me "What do you want me to do about it?" :O Serious? You're the trained pro, you tell me!! Some get snooty or just want to call an ambulance on me rather than listen. I don't think they understand the importance of just being heard. Thankfully our local line is getting training from another county who is MUCH better at it (but they won't take calls from my county "Well, you're not in this county, so I can't talk to you", even when I was in that county in a day treatment program before. "Well, I'll talk to you just this once because you were in that program." Gee thanks.)
I think simply that humans find it hard to be human and find their compassion. I guess I can kind of understand from the gal's persective of "I don't feel capable in this situation", but then it is her duty to transfer you to someone who is more capable.
Evdiently I keep getting the same gal any time I call, too. she's getting better at this, I must say. The first time i got her, I was with my mom at a hospital and totally triggered. The gal on the line had said to me "Well how do you usually calm down?" (I get asked that a lot - hello! if i KNEW, i wouldn't have to call!) then said "Well i can tell you about 500 ways to calm down - which one do you want to do?" Then she named one and told me to practice it and call back if i needed, then hung up. :O I mean, it's in the middle of the night, I'm hyperventlating in my car in the parking lot, trying to stay safe and get calm. But then I've had one crisis line worker say to me "Well if you haven't done it yet then you're not going to." Mental health help really needs an upgrade.