They might be waiting for the announcement at 5pm today to decide on the course to take.
For example, the company I work for is currently deciding on whether to allow staff into homes depending on how long they expect to be there and proposing to ask customers to open windows and wipe down any surfaces that staff may touch. Just because it's May 17th soon doesn't mean it's all over and everything can go back to normal.
the problem is that it takes 1-2 hrs to get through to someone. What is the best way to get this organised as I have been asking for it for severa months? Does that mean I am in a queue or part of the backlog?