I wouldn't worry - the processing time is 24 months. You're lucky that you even have an AOR, as there are people from your year as far back in April who don't even have their R10 check done. There are still people from 2019 and 2020 waiting for DM1. It sucks but you're still within the 11 month standard processing time for Non-EE PNP and 24 month current processing time.
You've already called them several times - these agents don't know any more than you do other than GCMS notes. They can't take your call, walk up to an case processing officer, and demand they finish your application as that would be an interference of process.
You'll just need to keep waiting but I hope you get it soon - it seems very close.