I wanted to report back on my experience yesterday. I started the chat at 9:15 Central. 10 hours later almost the minute they first person joined the chat. My phone made no noise, I just had to notice the chat from them. They verified my upcoming trip and that my travel party was linked on
MDE and put me in a queue for the video call. 30 minutes later the video call picked up. We had a little bit of trouble as the first invitation to the video call I could not hear her. She sent me another invitation and it worked fine. She asked me a few questions, snapped my picture while we were talking and moved me into the queue for the advanced return time person. That person picked up almost immediately.
The process for doing that was a little cumbersome and would have been easier had I know what was not allowed to be a choice but I didn't know what I didn't know. Anyway, that took about 40 minutes and boom, after only 11 hours I was done. I was told that when you have to login again (for me it was every 30 minutes) it saves you place in the queue so don't sweat losing your place in line.
Hang in there everyone! The video person did tell me they have more people coming on board this week so they are expecting the wait times to go down soon.