How long did the man wait before his call was answered?

W: Interserve Customer Service, General Inquiries, Sherren speaking. How can I help you?
M: Ah... I’ve been trying to get through for twenty minutes and either the lines being engaged or I’ve got a recorded message asking me to push a choice of buttons.
W: What exactly is your inquiry?
M: I’m going abroad for a couple of months and I want to know if I can still use my usual email address while I’m away.
W: I see. You should have chosen button 2. That’s Accounts and Billing.
M: Yes, Well. If I had known that was the department I needed, I would have pressed 2. However, it was far from clear which of the options is correct for me. So I hang on for general inquiries.
W: I’m sorry you’ve waited so long. Do you wish to make an official complaint?
M: No, that’s OK. But I think you are to make your menus of options a bit clearer.
W: I’ll make a note of that, Sir. One second, please.