I think she froze because that is a very natural reaction. I had a guy next to me in a restaurant keel over. Despite his wife's frantic requests for assistance, I was the only one to help. The average response is to sit there, with one critical exception. Most people, will do something when you give them specific instructions. The waiter just standing there quickly ran off to call 911, after I told him to. I looked around and saw a stereotypical bad haircut, casual clothes and running shoes, and requested that guy's help with a loud "Hey Marine, help me get this guy on the floor!"
This guy turned out to be having a type 2 diabetes related crash, and came to as soon as we got him on his back. It was still a good learning experience for me.