Katherine Charles’ work days are relentless. She’s one of thousands of call center workers who help Americans find suitable health insurance as part of the Affordable Care Act, or ACA. Charles spends all day on the phone, with only a six-minute daily allowance to use the bathroom. She also gets two 15-minute breaks and a 30-minute lunch period.
Charles and her colleagues are currently in the midst of open enrollment, the period during which millions of Americans purchase, switch, or join ACA or Medicare health insurance plans. In early November, Charles lost her voice from incessant talking and had to take two sick days. Call center workers are monitored by
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