Yes, that would make sense. I actually got disconnected after about 25 minutes and when I called back it offered me the virtual hold option. So maybe it was just getting maintenance at that moment or something.
And thanks for the tip on the Rapid Rewards priority number...I just had the IFLYSWA version programmed into my phone. I tested it just now and there was a 7-11 minute hold time for the IFLYSWA number and no hold time for the RR priority number. That should be a big help in the future! ^