Without trying to remember this video too much, I think the point is that he is not showing any signs of changing, or attempts of changing. And that the person on the phone is certainly not the person who can bring about any of that.
People can change. Its just that they might need some other person than who they already know, or someone with medical/religious/any authority to intervene, in order to accept that they need to change. Or just hit rock bottom, perhaps several times. An alcoholic is going to automatically change his drinking pattern if he has no money left, or physical ability to get more.