Last week I called from a land line and it took quite a long time to process a full refund for one flight and book another using an FTV. The phone cut off just as I was thanking the agent. I assumed it was my fault and that I had accidentally pressed a button on the handset. The agent called back shortly afterwards and told me that calls automatically cut off after one hour. He suggested that if I ever have a very long wait time before getting connected to an agent, I should keep an eye on the time and ask them to call me back if I am approaching the 1 hour cut-off.