What do you say when the caller says, “I hear you typing, are you writing notes?”

“We do keep notes of every call. It help me remember our conversation. The notes help us provide the best possible care for everyone. You can be assured that everything is kept confidential.”

If the caller persists:
“Is there anything that will help you feel safer when talking on the crisis lines?”

Then focus the call on the reason for the call.
“So what made you call us today?”