Issue partially resolved. The token was disabled, so I do not need it when I log in.

The downside? I cannot remove the token completely from my account without the one time password. As a result, I cannot secure my account with a software token unless I play phone-tag again.

Note to future adventurers, don't bother with chat if you have a token related issue, they cannot help you. You have to call via the phone. Just a friendly bit of advice before you waste your time.

Also, if you plan on going to a software token, make sure you request that they remove the token completely so that you are able to register a software token.