I need help backing up my phone

See About backups for iPhone, iPad, and iPod touch https://support.apple.com/en-us/HT204136. This document covers and contrasts both types of phone backups. And, it identifies the things not included in iCloud backups. 

See the Apple Support article(s) below.

Back up your iPhone, iPad, and iPod touch.    

i need to speak to someone i was disconnected from apple support

This is mostly a user to user forum. Apple doesn't routinely monitor the discussions. You need to call Support back.