Can confirm. Until I worked on an honest phone system tuned to actually get people connected with call centre reps, I never quite had a feel for how malicious many contact funnels have become. A good one runs like a Swiss watch, and is trivially tunable to sub-5 to 10 minutes wait times. Anything longer is a conscious choice on the company's execs part. It doesn't "just happen", and to the degree it does, it shouldn't be happening on the regular. Not if you're watching your metrics and tuning appropriately.