I remember hearing about the operator, too. I think it was Todd Beamer talking with Lisa Jefferson. He asked her to say the Lord's Prayer with him. (See http://www.s-t.com/daily/09-02/09-10-02/a02wn022.htm)
Maybe some of the families felt those last phone calls were too personal to put in a movie. It does seem that there was more emphasis on the Muslims praying. If you watched the credits at the end, Muslim clerics were listed as consultants. Muslims are more fanatical with their praying. It's almost as if they pray to anesthetize themselves so that they are numb to the normal revulsion a human would feel when violently killing innocent people. The insurgents in Iraq who were beheading people prayed as they cut their victims' heads off.
Watching the movie you aren't sure who's who among the passengers (you pretty much do know the flight crew). The man saying "tell my wife I love her & the boys" was probably Beamer, man talking to his mother probably was Bingham. You get only snippets of these gut wrenching last conversations, "my will is in...", "I love you...","the combination to the safe is...","tell my brother...".
The Discovery channel did the whole emotional thing with the phone calls. This movie was unlike that, had a different focus. You did not feel like a voyeur, you felt like you were there.