Knowing that his customers privacy was on the line, knowing that there was no due process, knowing that revealing the source would help the NSA violate his customers privacy, not needing any explanation or legal paperwork, not even truly knowing if the person on the other end of the line actually was the NSA, not a private citizen trying to violate the privacy of another citizen he decided to comply without question.
Ticking bomb scenarios that can be solved by cracking encryption are so rare I'm not aware of any existing in history.
The right answer was to request a court order and wait. If it was truly a matter of national security they can also wake up the judge in the middle of the night and have an officer of the court serve it.
They were obsequious about it because they didn't have a leg to stand on. 50 50 they weren't even the NSA but rather a sailor trying to spy on a mates computer.
Seeing as all you did was call a naval base and get transferred several times how do we know he wasn't talking to a random individual at the base.