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Hi, my name is Mark. I will be happy to help you with your questions.
You are able to obtain transcripts online but the POA needs to be on file and you need to be registered for IRS e-services.
If you are not registered for e-services I would recommend trying to call the number again. If you keep trying you should be able to get in the line. Keep in mind that you may want to put the call on speaker phone. I have waited 2 plus hours before.
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Usually as you get closer to October 15th the practitioner hotline has very long wait times. Usually Monday is very busy.
The same thing happened last year. I would just put the call on speaker phone and wait for the representative to answer.