I know personally, because I often have to make those calls myself as a representative of my clients. The call-in centre system seems to be getting more complicated as well, even for me, and I have been using it for about 10 years, as I mentioned.
Usually, the waiting periods are about an hour for now. Often half-way to accessing, it tends to hang up on me. The options it gives us, there are too many of them, too much information. And accessing an actual person who I can speak to, a representative on the phone, can be very difficult.
Sorry, can you repeat the second part of your question?.