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Stuck in customer service doom-loops? Call in a ‘Karen’

Por: Portland Press Herald Business December 27, 2022

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PITTSBURGH – Tasha Ray has heard the soundtrack of hell, and it is the hold music of Aetna’s customer service line. Earlier this year, Ray found herself trapped in a doom loop of phone frustration as she tried to get a document that one of her siblings, a Medicaid patient, needed to enter a mental health facility. Over and over, she would call, wait (and wait), reach some distant call center, repeat her story and hear the same promise that... + full article



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