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I finally spoke with an Empower operator after 2 hours and 15 minutes on hold.  She told me that they still needed more information for the refill request from my doctor - for a years old unchanged prescription.  Of course my doctor has tried to provide that and can't contact them either which I told her.  She promised she would call them directly and then call me back.  I am not holding my breathe.  So after a two and a half hour ordeal I am no closer to getting this prescription filled - and this is a routine refill.