I managed to get thru to PPS on Monday afternoon with only a few minutes hold time - wooohoo and then was disconnected after 15minutes on the line with agent - booohooo.   After third attempt  (second call answered and disconnected immediately) the agent told me my client's return that has been "in process" since March26th was flagged for an identity verification letter which never went out because of covid19 shutdown.   Since letters still aren't being sent out, my client is to call in to be transferred to dept that will do the identity verification.  I'm very doubtful that will be a smooth process.