It does not allow for the conversion of 401k assets to Roth.
I think that’s a BIG item you left out.
I (and probably everyone else) assumed you were talking TIRA to Roth conversion.
I think aj485 gave you good advice - move the 401k assets to a regular IRA, then convert from there to Roth.
I wouldn’t wait on hold - I think you’re more likely to get your question routed to someone who can help you by sending it via email (or what’s essentially email via their website).
ex:
“I have account# XXXXX as a 401k at Etrade. I want to move $XXX from it to my Roth IRA account #XXXX. I believe that I should be able to do that, but may need to transfer the money first to a regular IRA account, and then convert the money from there to my Roth IRA. What forms or web pages or such do I need to use to accomplish this? Thank you”
Another option would be to go to a physical Etrade office if there’s one near you - the people there probably aren’t going to be have the specific knowledge needed, but probably have quicker access to the right people than you’ll get via regular phone call.