Number9, your soon-to-be client is both patient (3.5 hours on hold!) and obviously, intelligent.
Advising applicants who encounter troubles to call the Marketplace staff is a wise strategy in many cases.
I've been working with a husband/wife applicant who have Obama family pictures framed and sitting on several tables. They thought I had "pushed a wrong button" when the Subsidy determination came back lower than they wanted. I called the Marketplace. After 20 minutes of talking to a less than eloquent (to word it diplomatically) employee via speakerphone, they gave-in and accepted the $536 @ month subsidy, even though it was $12 less than what their KAISER research indicated it should be.
On the bright side, it's probably good for the soul to be exposed to radically different demographic groups. I've been spoiled by working with business owners who just buy what I advise them to buy.
ac
