First call to the practitioners' hot line since 2019.... 

Great news was that there was a new phone answering system providing hold times and offering a 'call back' in 21 minutes....   I opted in and amazingly, the phone rang exactly 21 minutes later.....  It only took another 25 minutes for a rep to pick up the line.... and it was downhill from there...

I explained the issue to the rep and she understood immediately. They already had the documentation to support & resolve.... what should have been a 5 minute conversation took close to an hour.   (I was put on hold several times for 5-7 minutes so she could check something, make notes, or have coffee...

Biggest disappointment was that the hold music hasn't been updated...