County Medi-Cal Call Center Data
The county Medi-Cal call center data, required per California Senate Bill 1289 (SB 1289, Roth, Chapter 792, Statutes of 2024) includes the number of calls received during working hours, the number of calls received after working hours, and the total calls received by county; the average wait time for all languages and per language by county; and the average call abandonment rate per county. These data will be compiled on a monthly basis and posted quarterly.
Data files
| Data title and description | Access data | File details | Last updated |
|---|---|---|---|
Total Call Volume The total number of inbound calls received by the call center, including Automated Response System or IVR system and to include calls received outside of the regular business hours. __* Suppression performed where underlying call volume was between 1-10 in accordance with DHCS-DDG-v3.0__ | Download | CSV | 08/06/26 |
Average Call Wait Time, (stratified by language) The total wait time from when a caller enters a queue, to when a county agent picks up the call. Stratified by language. | Download | CSV | 08/06/26 |
Average Call Abandonment Rate Inbound calls that enter a queue to speak to a live agent but decided to hang up or end the call before speaking to a live agent. Does not include calls that are made through the Automated Response System without the need to transfer to a live agent (callers self-served through the system). __* Suppression performed where underlying call volume was between 1-10 in accordance with DHCS-DDG-v3.0__ | Download | CSV | 08/06/26 |
All resource data | Download | ZIP | 08/06/26 |