total time spent talking to real person (first call): 5 minutes
total time spent on hold: one hour 25 minutes (before hanging up)
I hung up and called back.
time quoted as wait time until someone could answer (second call): 10-20 minutes.
time spent on hold (same music): 10 minutes.
time spent scheduling appointment: 1 minute.

Explain how I was on hold for an hour...then hung up, called back, and was answered in 10 minutes. I can't.