My employer did pay all of our insurance benefits from April-Oct while we were closed due to Covid, so I'm not sure if that's what's causing the increase?
This is almost certainly where the difference comes from. If they paid both your share and theirs during the business closure, then some or all of the premium that they paid would be considered taxable compensation to you.
While they may not be able to explain it to you (the person you are able to speak with may not fully understand it herself), they have assured you that it is correct and no adjustment is forthcoming, so you must file your return with the information given.
It is actually quite common for a W-2 to vary from the final paycheck of the year. That yours hasn't previously isn't common.
The insurance is almost guaranteed to be the source of the difference here.
If you know how much you normally pay per pay period toward insurance and multiply that by the number of pay periods missed you may find a number close to your number. You can also get an idea of the total health care premium paid for by your employer by looking at the number for box 12 item DD. I would expect 12DD to be a good bit higher than the $4,000.
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