Retirement Application

My step parents both need to apply for retirement benefits. Both have online profiles. What is the best way for them to apply?

They are working with an insurance professional /Medicare contact who is telling them NOT to file online, but to fill it out on paper and drop off at the drop box AND to call.

My step mom was on hold for 3.5 hours with the SSA 1-800, all to be told to fill out the form and go to a SSA office in person to drop off.