Part of that information was the direct phone number for the office I had to go to (I was at the wrong one). That phone line someone picked up quickly. You could try showing up to see if you can schedule in person or get the direct number.

I'm trying to remember how I handled this late last year. I also had an over 2 over hour wait time on the central phone line. I think eventually I just went to the office but they had ended walk in appointments the previous week...for my issue. I could still speak to someone to get information.