I had to call a few weeks ago to use a ticket credit (was not able to do it online) and the wait quoted was 4+ hours. It ended up being over 6. I had actually forgotten about what I was doing when I finally did get the call back and almost didn't answer the call, thinking it was spam.
I called in just now to use another ticket credit (errored out online) and was again quoted 4+ hours. We'll see how long it takes... Both of these requests are for travel a while from now, so I'm not really bothered by the long wait, but I would be livid if I was trying to call in for something urgent. As a data point, I have no status with AA.