I worked for the Government for years and even I have problems. Did they send you to the following site ..
https://www.gov.uk/get-state-pension before you tried to get any sense out of the silly phone process?
You could do as I do and just try to go old school and fill in a form which you should be able to get by calling 0800 731 7898 ... but if you are being targeted by the DWP "Drive People Mad" programme that's probably the number you have already tried.
I always find a large Gin helps.