Any chance you can Zoom? I find it much easier when I can see the person / know they can see me and what’s going on. Telephone is the hardest, esp when the other person is on speaker and there’s background noise etc. When I was becoming a new patient at a primary care office, I was turned away at the door from making an appointment and instructed to call instead, as the only people being let in were those with appointments (pandemic restrictions). I said, flustered, “That’s not very accessible” and the person ended up getting me the office e-mail. It makes a big difference for me and really wasn’t a big deal for them. They just hadn’t thought to offer any differently, so I had to ask.