Xfinity Voicemail App - Audio Not Available

Recently when I go to to the voicemail app (Xfinity Mobile service on Samsung S22) to listen to my voicemail messages I see "audio not available. Pull down to refresh." The voicemail message has been transcribed and I can listen to it if I dial into my voicemail with the phone dialpad (very tedious), but the play button on the app is grayed out. First time I have ever had an issue. Has anyone heard of this before? Customer service told me to reinstall the app - which didn't help. Thanks!

ps: since this is a new issue, audio from old saved voicemails (before the issue started) can still be played.