Filter portal complaints and care access pain points from support tickets

Analyze member support tickets from the last 90 days. Identify the top 5 pain point categories by volume (e.g., appointment scheduling, insurance verification, portal navigation, billing, care plan access). For each category: ticket count, MoM trend, most common verbatim phrases, and which member segment (new vs. returning, digital-first vs. in-person-primary) files them most frequently. Flag any category with >20% volume increase in the last 30 days — these are likely friction points blocking digital adoption.

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