Call them again... maybe next agent can look deeply into matter because some agents are useless and they don't want to see ur application properly and just keep saying 19 months 19 months bla bla ... ur application is already approved so calling them won't hurt processing maybe it will make it faster.If you got Decision Made or a Ghost Update I'd advise you to call them. I haven't received my PPR email yet but the officer told me over the phone I was approved already but the final email might still take the full 19 months to arrive.
And yes, I agree, this Paper-Based stream is a legitimate form of torture, no one belives me when they I tell them how it works, how much it cost and how long it takes, 29 months and still waiting...