Unfortunately, the phone reps are often a few 'clicks' away from being fully up-to-date and informed. Maybe they pivoted back to making it a comp benefit for suites? Doubt it, but who knows?
Anyway, the ultimate arbiter is your travel summary. Go look at it online or on your app, under the "services" section. If it's listed there as zero dollars, then you're golden. If that's the case, the only way we've collectively figured out how to book it gratis, prior to boarding, is to email guest services....but if you simply go to the concierge when you board the ship, you can do the same in person.