I'm a paying customer, finally got connected to someone, but they're remaining (almost) completely silent on the line. Does TurboTax care about me as a customer?

I need to talk with someone about the specific details of my situation. Before I amended my return, I spoke with someone who made no attempt to understand my situation and was rude to me. So, I continued on my own, and now my return is messed up. I would appreciate just some basic guidance from a customer service rep since I am a paying customer. But after not being able to get connected to someone, I finally am connected, and I can hear small noises on their end in the background, but they're not speaking. I've been on this call for over 20 minutes and it appears they're pretending to not be there.

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