Figured out the same thing after wasting way too many mornings on hold, and the afternoon rep I finally got said the exact same thing about mornings being the busiest. What really helped me was calling later in the week too, like Wednesday or Thursday after 2pm, because Mondays and Tuesdays seem to pile up with everyone who couldn't get through earlier. So yeah, it's not just luck, the timing thing is real and the system basically rewards you for not following the crowd.

My grandpa kept a notebook by the coop door for like 40 years and I used to give him grief about it, called it his chicken diary. Then one spring his numbers started sliding and he caught a worm load before the birds even looked sick. Vet told him most people don't notice until they're losing weight and by then it's a mess. That notebook saved him a whole flock twice. I still think he was a little nuts but the man was not wrong.