Most likely, you will need to have your 2017 and 2016 tax returns in front of you. Generally, you are asked for information on specific lines from a prior year tax return as a part of the indentity confirmation process. Until you can convince the person you are talking to on the phone that you are who you say you are, they are flat out not going to help you. Period.
As a last resort, you may be able to seek assistance from the free tax advocacy service in your local area. But I don't know if the service gets involved with state taxes.
