A few years ago during a winter storm, I spent a lot of time on hold with Southwest Airlines. Their on hold recordings were enjoyable because they were funny. I remember one in particular that asked "Did you ever wonder if we were listening when you were on hold?" or something to that effect. Anyhow, apparently, when you call a company and the recording says "Your call may be monitored for quality control purposes," well, that includes the time you spend on hold. Pretty much every call is recorded now and of that, about 2% of them are listened to, from the time you connect, to the time you hang up the phone, even if the operator is long gone.
The story tells of someone who called up to turn off his cable because he had been divorced. After the call ended, he didn't hang up the phone and told his buddy that he had actually just cancelled his ex-wife's cable.
So the next time you're on hold and you think it's been too long, or you're unhappy that you're on hold, feel free to say so.