LANGUAGE LINE

INSTRUCTIONS
An agent will use this process when they have a
customer on the line who does not speak English and needs a translator to
interpret the sales call into the customer's native language. Tier 1 and T2 agents
from all programs should follow the steps and use these techniques to work with
customers who have a need for a foreign language interpreter during the sales
call. These steps are performed in Five9.

Click Add Conference

1 Participants

Dial 866-874-3972 and

click Add Participant 2

3 Enter Client ID # 294017

Select the language you need

Press 1 for Spanish
Press 2 for all other languages and state
the name of the language you need
4
** Press 0 for agent assistance if you do
not know the language

(My name is [Your Name] with

GoHealth, I have [Customers
Name] on the line. This is
Brief the Interpreter. Summarize regarding health

5 what you wish to accomplish and

insurance; may I bring the
customer on the line?)
provide any special instructions.

Click Complete Conference to

bring customer back on the line.
6 6

Say “End of Call” to the interpreter

7 when your call is completed.

Optional:
If you need to transfer this call follow the directions below:
1. LET THE TRANSLATOR DISCONNECT. (Do not disconnect or cancel)
2. Once the translator disconnects the Five9 TRANSFER option is
available.
3. Complete the transfer as normal.
*Let the agent know a translator will be needed on the call!

Tips & Reminders

When the interpreter comes on the line with the

customer, they will identify themselves with their
name and ID number. Once the interpreter has
introduced themselves you may begin your script.

The Language Line is not a licensed agent or

a health screener; they are a translating
service GoHealth uses to help customers who
do not speak English.

Speak directly to the limited English speaking customer,

not to the interpreter and pause at the end of a complete 
thought. To ensure accuracy, your
interpreter may sometimes ask for
clarification or repetition.