Stuck on identity verification for my claim - any advice?

My claim has been on hold for 9 weeks because the identity check will not accept my documents. I am in Kansas City, in case local advice matters. Nobody answers the phone. Do I need an appointment?

Write down the date and reference number each time you try. They asked for it when I finally got through.

Check the list of accepted documents on the official site. Mine included things I did not expect, like a passport card.