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37 Emergency Control Operators and Firefighter Keane

A 999 operator stays on the phone with a trapped 12-year old girl for an hour

Control room officer, Sarah Russell, recalls how she stayed on the phone with 12-year-old Jessica Urbano Ramirez, who was trapped on the 23rd floor, until the line fell silent.

Plus, firefighter Raymond Keane tells the inquiry that spraying water onto the side of the building made almost no difference.

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17 minutes

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