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MNsure's call center bogs down as deadline approaches

MNsure's call center bogs down as deadline approaches Click to Enlarge Photo:

Mar 31, 2014 at 2:47 pm

ST. PAUL, Minn. (AP) — The call center for Minnesota's health insurance marketplace is reaching capacity and some callers aren't getting through to agents as the midnight open enrollment deadline approaches.

MNsure officials say the call center logged more than 9,600 calls by noon Monday. MNsure says that's putting a strain on the phone system. The average wait time as of about 1 p.m. was 18 minutes, and the time on hold is expected to increase throughout the day.

Exchange officials say people who can't get through or have difficulty enrolling online should fill out an enrollment attempt form on MNsure's home page. MNsure will contact them later to complete the enrollment process.

Those who miss the deadline but make a good-faith effort to enroll will get more time and escape a financial penalty.

Jamie Quinn

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