Interesting experience I thought I'd share:

I called GS line at 3AM ET, could tell almost instantly that the agent I was speaking to was not GS even though they introduced themselves as such. Had 5 waitlisted with PPs on a flight with 15 J seats open at T-48, we're #1 to #5 on WL, and the flight is PN9.
So I'm not calling to force anything, I just want them to process in PN as should happen automatically but doesn't.
I explain all this, she puts me on hold for a full 22 minutes and comes back saying her supervisor says only GS + companion.

I explain, again, that I'm not asking to force the upgrade, in which case, yes, I know the policy is GS + 1 companion (btw, how some of you are able to HUCA around that rule I'll never know, as I was never, not once, able to do so). But anyway, again, I'm only asking you please run the WL into available PN space. She puts me on hold for 5 more minutes (we're over 30 minutes now, for those keeping track...), comes back and says the supervisor still gave her the same answer but, and this is the crux, she can connect me with the GS desk if I want to take it up with them directly.

I play dumb: "wait, did I dial wrong, I thought I dialed GS" and she says "oh no you did, but a lot of us are tasked with helping the GS desk these days, as there's not that many of them anymore, but would you like me to connect you to them?".

I said yes, the true GS agent knew exactly what I needed done within 30 seconds and had it done within another 2 minutes.

...but now I know to always start my calls "yes, hi, have I reached the GS desk?". Maybe that way I don't have to spend 40 minutes on the phone for the simplest of asks.

What a joke...