"Phone communication and waiting times"

I contacted the above hospital to make an appointment for my parent's broken denture.

First time I did not have my parent's current pension card expiration date, I was told to call back again which means waiting for more than 1.5 hours to be answered.

The second time, when it is my turn after waiting for 1.5 hours until it is my turn, the line was cut off after I spoke several words. I was told to call back tomorrow due to an unexpected problem.

Three hours of waiting, and I expect it to continue with the unexpected problem next time I try to call.