Stuck on identity verification for my claim after 9 years as a dental hygienist

My claim has been on hold for 19 weeks because the identity check will not accept my documents. I would rather hear the honest version than the polite one. The in-person office has long lines. Do I need an appointment?

Thanks for writing this out. I went through something close to it last year, and it got easier once I kept a simple log of every call and form.