If an agent needs assistance with a customer who does not speak English, they can utilize one of the below options.
Spanish Calls
If this is a Spanish speaking customer, the agent should attempt to transfer the customer to our internal Spanish speaking agents to assist.
- Dial the department specific Skill.
|
Department
|
Skill
|
|
Customer Service
|
CS_Spanish
|
|
Retention – Membership Services
|
RET_Spanish
|
|
HMS – Membership Services
|
ENR_HMS_Spanish
|
- Provide the answering agent with any customer information you were able to obtain and warm conference the customer to complete the call.
- If you do not connect with an internal agent within 60 seconds, use the Language Translation Line.
Language Translation Line
For all languages (including Spanish if unable to connect with an internal agent), conference the customer to a representative at Language Line Solutions.
- Dial (866) 874-3972.
- Provide our Client ID #749374, then follow the prompt to request the language required.
- Press 1 for Spanish
- Press 2 for all other languages
- Press 0 for agent assistance if you do not know the language
- Identify yourself and give Recording Disclosure.
- Advise the interpreter of your need with any special instructions.
- Conference the customer with the interpreter and remain on the line.
- Follow the claim procedures with the assistance of the interpreter.
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