One year later: Medicaid call center still fails Florida’s Spanish-speaking families
As Floridian families face rising costs for housing, food and insurance, a critical failure in the state’s Medicaid call center is putting their health coverage at risk.
UnidosUS’s latest report reveals that despite modest improvements for English-speaking callers, Spanish-speaking Floridians continue to experience excessive wait times and high call disconnection rates — often with no alternative means to access support.
Between September 2024 and February 2025, UnidosUS conducted 348 test calls to the state’s Medicaid line. The findings show that:
- 45% of Spanish-language calls were disconnected before reaching an agent — nine times the rate for English speakers.
- Spanish speakers waited an average of 54 minutes, with some waiting over two hours.
- These failures disproportionately impact low-income, rural and immigrant communities, where internet access is limited.
This report calls for immediate reforms to ensure Florida’s Medicaid call center meets basic customer service standards and guarantees equitable access to health coverage for all residents.
