PRIMERO LO PRIMERO
1. This is Paola, your Spanish interpreter ID 16422874.
2. Hola seré su intérprete el día de hoy. PROSEGUIR CON LO QUE DIJO EL MÉDICO EN PRIMERA
PERSONA. 3. Excuse the interpreter, we may proceed now.
DIAL OUT
What is the name and the number of the person we are dialing today?
Would you like me to leave a message if the call goes to voicemail?
How would you like to be introduced?
¿Any other information before proceeding with the dial out?
CERRAR LA LLAMADA
Anything else I can assist you with? Thank you for using our services and have a great day.
CLARIFICATION & REPETITIONS
Excuse the interpreter, may I ask you for a repetition?
Excuse the interpreter may I ask your client/patient for a repetition/clarification?
Excuse the interpreter, may I ask your client to speak in short sentences, this will guarantee the accuracy of the
interpretation.
Excuse the interpreter, I politely interrupted your client as he/she was (why: static, echo, noise, etc.), may I ask
him/her to (possible solution: speak up, adjust their phone...etc.) and repeat?
UNFAMILIAR TERM
Excuse the interpreter; it seems you used an unfamiliar term for me, could you please spell it phonetically please?
LEP USES PROFANITY, DO NOT GET INVOLVED BUT EXPLAIN SITUATIONS TO THE CLIENT.
Excuse the interpreter, your client is (using foul language, speaking in really loud sentences…), how would you like
me to proceed?
NO ME ENTIENDE EL LEP (solo si es necesario).
Excuse the interpreter; it seems that your client does not understand clearly what is being stated. Do I have your
permission to explain in simpler terms, or break it down for him/her?”
ESPERA
To client: -Excuse the interpreter, do i have (name of rep) on the line?
- I would like to advise that in order to avoid overbilling due to a long hold, at this moment I will have to disconnect
from the line. I will now brief your client then proceed to disconnect
To LEP:
- Este es su intérprete, tendré que desconectarme de la llamada, por favor continúe en espera y si el representativo
regresa podrán conectarlo con un nuevo intérprete.
Cuando me piden que NO interprete algo.
Refiriéndonos al cliente:
- Excuse the interpreter, the person on the line requested the interpreter not to interpret what they stated, so I will
politely explain that due to company policies and the interpretation code of conduct; the interpreter has to interpret
everything stated on the line.
Refiriéndonos al LEP.
- Este es su intérprete, debido a políticas de la empresa, el intérprete debe interpretar todo lo que se diga en esta
línea.
El LEP quiere hablarme mientras esperamos.
Disculpe al intérprete, por políticas de la compañía el intérprete no puede comprometerse en conversaciones
personales, por favor continúe en línea.
This is your interpreter, while on hold your client attempted to engage in conversation, the interpreter advised that
this is against company policies and requested for your client please continue to hold.
Reporting obstacles to practice: assess the ability to interpret all times. If there is any reservation about
competency, must immediately notify the parties and offer to withdraw, and remain until a more appropriate
interpreter can be secured. – Later there’s a protocol used for this.
-Excuse the interpreter, it seems I am not qualified to interpret this call. Please call back so we can connect you to a
more qualified interpreter. Thank you for your comprehension.