I called that number today (1-800-842-7647) and spoke with a gentleman, really friendly. My situation is this, I applied for my daughter in Aug 2021 (she was born in July 2021) and it is still Waiting For Conditional approval. This sucks for us, because my wife and other daughter (and me of course) all already have it. The guy confirmed my daughter's application is not 'lost somewhere' and that they are opening more centers and that for children it often takes longer to process. He said keep checking and was feeling optimistic it should happen sooner than later as he felt things were picking up in speed for processing the approx 300 000 applications...
we shall see!

anyways, it did feel good to speak to a human who saw her file and confirmed nothing was out of the ordinary