a spur of the moment call. The HC rep failed to call me. When I called to the HC, they transferred me to the VTTO. The failure of the HC was in not called me as I had prearranged the day before (an option noted in the email).
It would now appear, that the HC had understaffed the personnel to make timely phone calls as they had agreed to do. The VTTO person (Katie) did a great job, and bailed the HC out.