Music on Hold stops playing for some callers in the queue

Some callers in the queue report that the music on hold stops playing but they are still connected.
Caller says he was in queue 45min and was first in line. Then the music stopped and line stayed open
for 35min after that. He tried pressing 8,but nothing happened. The ivr is programmed to press 8 to leave a message.
Max wait time for the queue is 45 minutes so he should have went to voicemail. The Max wait time mode is Loose. The fail over destination
is set to general mailbox. I ran module and system updates with no change. Where do I start troubleshooting?

Here are some call traces https://pastebin.freepbx.org/view/6a56abf6 and https://pastebin.freepbx.org/view/48056279