Oct
23
2013

#Obamacare chat line personnel starting to seriously lose it.

I know that this video from the GOP on the Obamacare exchange’s help chat SOUNDS like an exaggeration…

…but it’s actually not.

[09:34:17 am]: Dean: Welcome. How can I help you?

[09:34:23 am]: Adrian: In the application process I am at setup 7 of family & household. Clicking Save & Continue does not allow me to move forward.

[09:34:55 am]: Dean: I apologize for the inconvenience. I understand that it is frustrating.

[09:35:17 am]: Dean: Thanks for your interest in the Health Insurance Marketplace. We have a lot of visitors trying to use our website right now. That is causing some glitches for some people trying to create accounts or log in. Keep trying and thanks for your patience. You might have better success during off-peak hours, like later at night or early in the morning. We’ll continue working to improve the site so you can get covered. You have until March 2014 to enroll.

[09:35:43 am]: Dean: Don’t lose your sanity over this website. Try it. If it doesn’t work, walk away. Try it tomorrow.

[09:36:08 am]: Dean: You have two months to apply, enrole in a plan, and make your first premium payment, to get coverage starting Jan,1,2014.

[09:36:18 am]: Adrian: This isn’t a login problem.

[09:36:32 am]: Adrian: What you sent seems like a canned response.

[09:36:55 am]: Dean: It was .

The rest of it is broadly similar. I think that the strain on the Help Desk is starting to show.

Moe Lane (crosspost)

4 Comments

  • Catseyes says:

    I actually did this type of job before one of the rules is never ever tell them you are reading from a scripted response typically that is the first line of the script. That they are letting people know speaks volumes about the frustration level they are at right now. By the way that can usually get you fired from the job so are they at the point where they Want to get fired? Been there I can sympathize.

  • Catseyes says:

    Probably not Acat that is a position you generally hire outside contractors for. Cheaper that way and there are usually no benefits involved. The poor shmucks are probably working for $8 to $9 an hour. And since the contracting company most likely doesn’t have a fixed time period for the contract benefits will be minimal at best. I was actually kind of surprised not to get an email asking if I would be interested in the position from someone.

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