disclaimers
correct monitoring disclaimer in ENG
This call may be monitored for training and quality purposes
what is our (LLS) general hold time policy for telephonic interactions
15 mins
do we interpret proper names? e.g. "Park View Hospital"
no :)
what do you do if the client and the lep suddenly stop talking but you're still connected in the call
verify 3 times if someone is there, for 90 seconds, then disconnect and leave SR
in the data collections field, if the client doesn't have the information we...
checkmark N/A at the end of the question
correct monitoring disclaimer in SPA
Esta llamada puede ser monitoreada con fines de entrenamiento y control de calidad
how often do we say the refresher statement in a telephonic interaction
every 45 seconds
how do you know you will receive a Direct Response/TITAN call
there's a whisper prompt saying "answer this call in SPANISH"
interpreter notices someone else providing answers for the LEP
notify the client about how to proceed and interpret what is being said
client is requesting a different language/gender/specialized in L5 interpreter
we click the "get assistance" button
correct medical disclaimer in ENG
it doesn't exist (trick question) xD
maximum amount of minutes to say the refresher statement in a face to face situation
5 minutes
say 1 kind of L5 Calls
finance bonds, court, 401k, life insurance
client asks the interpreter to translate a document, asks for your information to send you the file
we decline, explain we don't give personal information, and provide the email for the translation division
client gives us information for data collection, but the screen is not turning green even after several attempts
we apologize and let them know to call us back when they have the correct information
correct medical disclaimer in SPA
Todo lo que se diga será interpretado y su información se mantendrá estrictamente confidencial
what is the wording of the refresher statement
el interprete aun se encuentra con usted/se encuentra en la línea....
if the client asks "interpreter, is this person drunk?" what do we answer
state only observable facts. we cannot determine the state of the person.
how long can we continuously interpret (no hold) in the same call until we can request a break?
2 hours
mark the logout/break/lunch and as soon as the call ends, the system will automatically change to that state. do not end the call yourself.
what disclaimers do we say in a 911 call
none (trick question) xD
how long do we wait in a face to face interaction (no alert note)
forever (unless placed on mute or hold)
what does ILEP stand for
Individual with Limited English Proficiency
interpreter is alone with the LEP, and LEP wants to initiate conversation, asking "where are you from" or inquiring about interpreter's personal life
we provide a short answer, no details, redirecting the conversation to waiting for the ENG speaker representative
what does the IC keyboard on screen do