Italy, particularly the Lombardy region, was among the first countries outside of Asia to report cases of COVID-19. The emergency medical service called Regional Emergency Agency (AREU) coordinates the intra- and inter-regional non-hospital emergency network and the European emergency number service in Lombardy. AREU must deal with daily and seasonal variations of call volume. The number and type of emergency calls changed dramatically during the COVID-19 pandemic. A model to predict incoming calls and how many of these turn into events, i.e., dispatch of transport and equipment until the rescue is completed, was developed to address the emergency period. We used the generalized additive model with a negative binomial family to predict the number of events one, two, five, and seven days ahead. The over-dispersion of the data was tackled by using the negative binomial family and the nonlinear relationship between the number of events and covariates (e.g., seasonal effects) by smoothing splines. The model coefficients show the effect of variables, e.g., the day of the week, on the number of events and how these effects change during the pre-COVID-19 period. The proposed model returns reasonable mean absolute errors for most of the 2020-2021 period.