2.I think you overestimate the caliber of query received in most call centres. Even when it comes to private banks (for those who've been successful in life), the query is most often something small like holding their hand and telling them to press the "login" button.

Also these all tend to have an option where you simply ask it and it will redirect you to a person.

Those agents deal with the same queries all day, despite what you think your problem likely isn't special, in most cases may as well start calling the agents "stochastic parrots" too while you're at it.