I had to call due to a schedule change to an upcoming reservation. I haven't been elite with AA for a few years now. I called around 7:15pm (PDT) this past Thursday and was told the hold time was 15-20 minutes. I selected the callback option and was connected with an agent within the 15-20 minutes. The agent was able to give me what I wanted within 10-20 minutes.

I'm sure that the next time I have to call in I won't be so lucky...