Meeting with a health insurance carrier on day two of the Affordable Care Act’s health insurance exchange open enrollment period Wednesday, David Smith, vice president at Ebenconcepts in Morrisville, N.C., did not like what he was hearing.

The carrier, which Smith declined to identify, shared how one of its agents had attempted to enroll a client on the North Carolina health insurance marketplace website. Due to widespread technological issues, that agent was forced have the client complete their preliminary enrollment by phone. The client was then directed to log back on to healthcare.gov to complete their plan selection. According to Smith, the client said, “I still want to make sure my agent gets paid on this because he’s been very helpful,” but, the person at the call center responded, “That’s not going to happen. He’s not going to get paid. In fact, you can’t even go into the process now and make sure that he gets paid. He’s out.”

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