INTERPRETER: HELLO THIS IS (YOUR NAME) YOUR (LANGUAGE) INTERPRETER.

MY ID
NUMBER IS (YOUR ID NUMBER). IS YOUR CLIENT PRESENT?

AAH EMPLOYEE: HELLO, I WILL CONFERENCE MY CLIENT ON THE LINE NOW. AFTER
YOU INTRODUCE YOURSELF CAN YOU PLEASE MAKE THEM AWARE THAT MY NAME IS
(YOUR NAME). I AM CALLING FROM (PLAN NAME AND STATE IF APPLICABLE) MEMBER
SERVICES, AND HOW MAY I ASSIST THEM TODAY.

INTERPRETER: I WILL GREET YOUR CLIENT AND EXPLAIN THAT EVERYTHING WILL BE
KEPT CONFIDENTIAL AND TO SPEAK IN SHORT BUT COMPLETE PHRASES. THEN THEY
WILL ASK, WHAT WOULD YOU LIKE ME TO SAY?

AAH EMPLOYEE: THANK YOU FOR CALLING (PLAN NAME & STATE IF APPLICABLE)
MEMBER SERVICES. THIS IS (YOUR NAME) HOW CAN I HELP YOU? INTERPRETER,
PLEASE CONFIRM WHAT I STATED.

INTERPRETER: INTRODUCES THEMSELVES TO CLIENT. MAKE CLIENT AWARE THAT

ALL INFORMATION WILL BE KEPT CONFIDENTIAL. TO GUARANTEE QUALITY SERVICE,
PLEASE SPEAK IN SHORT AND COMPLETE PHRASES.

LEP: ARE YOU THE RIGHT PERSON TO ANSWER QUESTIONS ABOUT (PLAN NAME &
STATE IF APPLICABLE)? (IN THAT PARTICULAR LANGUAGE)

INTERPRETER: WILL REPEAT WHAT THE LEP STATED IN ENGLISH TO THE AAH
EMPLOYEE.

AAH EMPLOYEE: YES, I AM. HOW MAY I HELP YOU TODAY? INTERPRETER, PLEASE
CONFIRM WHAT I STATED.

INTERPRETER: WILL REPEAT WHAT WAS STATED BY THE AAH EMPLOYEE IN ENGLISH
& LANGUAGE REQUESTED.

LEP: THANK YOU FOR YOUR TIME. THIS HAS BEEN A TEST CALL ON BEHALF OF THE
CENTERS FOR MEDICARE AND MEDICAID SERVICES. THANK YOU AND HAVE A GOOD
DAY. (THEY WILL SAY THIS IN ENGLISH)

AAH EMPLOYEE: IF THERE IS NOTHING I CAN DO TO FURTHER ASSIST, I WANT TO

THANK YOU FOR CALLING (PLAN NAME & STATE IF APPLICABLE) MEMBER SERVICES &
THANK YOU INTERPRETER FOR YOUR ASSISTANCE. HAVE A GREAT DAY. PLEASE
CONFIRM WHAT I STATED INTERPRETER.

INTERPRETER: THIS IS YOUR INTERPRETER (INTERPRETER NAME) MY ID# IS (ID

NUMBER). SIGNING OFF. THANK YOU AND HAVE A GOOD DAY.