17,000 Georgians cut off from Medicaid face messy bureaucracy

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Callers told The Atlanta Journal-Constitution they reach recordings, not people. They follow phone prompts to get in queues to wait to be served, but queues may be full and they get cut off. Or they’re told to record their names so they can be called back; often, no one calls back.

“I’ve been working here for 10 years,” Leland said. “I’ve never had a client say, ‘I was able to resolve something on the phone.’ ”