Language Line Personal Interpreter Service:

Frequently Asked Questions

What is interpretation?

Interpretation is the oral transmittal of a message from one language into another language. Language Line Services provides accurate and complete interpretation regardless of country of origin or level of education of the speaker. Our interpreters analyze the original message and select words that most accurately convey the true meaning of what is said.

How is my call connected to an interpreter?

You simply dial a toll-free number (or direct dial number if calling from outside of North America), provide your eight-digit PIN, and request the language needed. In seconds you will be connected to an interpreter. Your account information will collected via our automated platform.

How long does it take to reach an interpreter?

On average, we connect you to an interpreter within seconds once we have your account information and language request. We are able to consistently achieve these results because of the advanced technology we have developed over the last 20 years. Occasionally the connection time for a less commonly requested language may be a bit longer.

Can I reach an interpreter at night or on weekends?

Yes. We operate 24 hours a day, 7 days a week, 365 days a year. On average, an interpreter is available within seconds. On rare occasions, all interpreters for a particular language may be busy. When this happens we�ll ask that you call back in a few minutes. We consistently service more than 99.8% of all requests for interpretation.

What if it turns out I requested the wrong language?

If you find that the language you requested is incorrect, ask the interpreter to route you back to the Customer Agent for assistance. If you know the correct language, speak the name of the language into our automated voice response system and proceed as usual. If you're unsure of the correct language, just let the Customer Agent know you need help in identifying a language and. Our Customer Agents are trained to help in language identification.

What happens if we have a problem hearing one another on a call?

Relay the appropriate instructions to the limited English speaker as to how you will re-establish contact. Say end of call to your interpreter and hang up. Then redial Language Line Services your call will be immediately connected to a Customer Agent. Ask the Agent to place your call and monitor it for sound quality.

What should I do when the interpreter joins the conversation?

Start by letting the interpreter know if you need him or her to make an international or domestic dialed call for you (domestic or international 3rd party calls to anywhere in the world are provided for you as a service at no additional charge). Then brief the interpreter on what you wish to accomplish and give any special instructions. Don't assume that the interpreter or limited English speaker knows more about your organization or its procedures than what you tell them. Take the lead in the conversation. Give the interpreter specific questions to relay. Group your thoughts or questions to help the conversation flow naturally and quickly. For example, ask for an address and phone number as one question.

What should I do to facilitate the interpretation?

Remember, in trying to communicate with the limited English speaker, avoid slang, jargon, acronyms or technical terms that may not interpret well into other languages and cultures. As you would in any conversation, you may have to clarify points the limited English speaker doesn't readily understand. If you need to clarify a point, ask the interpreter right away, don't wait, as it is difficult for an interpreter to both interpret and recall the conversation. All of our professional interpreters are trained to ask for clarification if you use a term they do not know.

Are your interpreters trained in our industry terminology?

Language Line Services works with industry experts to provide our interpreters with specialized training on medical, insurance and finance terminology, among others. We also provide training on customer service skills. Our interpreters have hundreds of hours of experience interpreting and tailor the interpretation to the varied requirements of our customers. If you use highly specialized terminology, discuss this with your customer service representative. We may request that you provide us with additional information for training interpreters.

Why do the non-English conversations seem longer than the English?

We require that our interpreters be accurate and to the point. It is important to recognize that they interpret not only across language, but also across culture. You can help facilitate the interpretation by making your message easy for the limited English speaker to understand. Clarification and/or elaboration are sometimes needed to explain concepts that do not have an equivalent in other languages or cultures.

What guarantee of confidentiality do I have?

All of our interpreters are bonded. In addition, each interpreter signs a confidentiality agreement and is bound by a strict Code of Ethics, ensuring that all information pertaining to the work we do for you remains strictly confidential. Interpreters routinely destroy all notes.

Do you monitor calls for quality?

Yes, we have a group of Quality Specialists who regularly monitor calls to ensure interpreter quality. They are bonded and bound by a strict Code of Ethics and are trained to focus on the performance of the interpreter, not your conversation.

Do you record calls?

No, we do not. However, you are free to record from your end, consistent with any legal stipulations.

I need an interpreter's name. How do I get it?

When the interpreter joins the call, you will be given a unique Interpreter Identification Number for your interpreter. Although interpreters will also identify themselves by first name, the Identification Number is how we track our interpreters. Write down the Interpreter Identification Number for future reference. If you need additional information about an interpreter or a particular call, please call Customer Service at 1 800 528-5888.

How do you bill for this service?

Usage is billed in one-minute increments and rounded up to the next highest whole minute. Charges begin when the interpreter comes on the line and end when you hang up. Interpreter time during the dialout process will be charged whether a call is completed or not to the limited-English speaker at his/her domestic or international destination. Note: When your initial call is made to Language Line Services requesting an interpreter, after you enter your PIN, a $50 hold on will be placed on your credit, and held for 24-48 hours. Of course, your credit card will only be billed for actual charges once your call is completed.

Transactions may take up to 5-10 business days for your charges to be processed through your bank. Credits may take up to 2 billing cycles to appear on your bill.

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