Long waits frustrate callers to WA health exchange

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by Associated Press

KREM.com

Posted on March 2, 2014 at 12:22 PM

Updated Sunday, Mar 2 at 12:22 PM

SPOKANE, Wash. (AP) -- When Washington state's health insurance exchange first opened in October, callers dialing a consumer help line experienced some of the shortest hold times in the nation.
 
Now, even though the exchange has hired more operators to answer more calls, people are waiting three times longer to get through to someone who can help them.
 
Average wait time at the Spokane-based call center have grown from about 14 minutes in December to about 90 minutes in February, and complaints are multiplying.
 
The longer waits are blamed on the increased volume of calls.

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