Locating a Replacement Bank Card
Bank officer (speaking English) and Customer (speaking Spanish) talk through “Locating a Replacement Bank Card”. You interpret both ways — English into Spanish, and Spanish into English — one segment at a time, exactly as in the CCL test.
Practise this dialogue with AI marking →Read it first if you like, then practise it cold: the recording plays one segment, you interpret, the next segment plays. Marking shows, segment by segment, what you kept, left out or changed.
Full transcript with model answers
Under each segment: a model interpretation, the information points an examiner checks, and the easiest thing to miss. Try the segment yourself first, then open it. The model is one good way to say it; other wordings that keep every point score just as well.
Let me check the replacement card you ordered on 6 October. Was collection arranged here in Liverpool, or were you given another branch name?
Model answer and marking points
Déjeme revisar lo de la tarjeta de reemplazo que solicitó el 6 de octubre. ¿Se acordó que la recogería aquí en Liverpool o le indicaron otra sucursal?
What an examiner checks here:
- Replacement bank card ordered on 6 October
- Staff member will check the card request
- question: collection arranged here in Liverpool or another branch named?
Easy to miss: Keep the order date and present the collection branch as a question, not a confirmed location.
La pedí aquí el seis de octubre y entendí que tenía que recogerla en Liverpool. Pero el mensaje que recibí menciona Casula, así que estoy confundida.
Model answer and marking points
I ordered it here on the sixth of October and understood that I had to collect it in Liverpool. But the message I received mentions Casula, so I'm confused.
What an examiner checks here:
- Card ordered here on 6 October
- Customer understood collection would be in Liverpool
- Received message mentions Casula
- Customer is confused
Easy to miss: Liverpool was the customer's understanding, while Casula was named in the message.
The record shows Casula as the collection branch. There are two possible branches on your request, so I need to confirm where the card actually arrived.
Model answer and marking points
En el registro figura Casula como sucursal de recogida. En su solicitud aparecen dos sucursales posibles, así que necesito confirmar a cuál llegó realmente la tarjeta.
What an examiner checks here:
- Record lists Casula as the collection branch
- Request shows two possible branches
- Staff member needs to confirm where the card actually arrived
Easy to miss: The record names Casula, but the card's actual arrival location is still unconfirmed.
Entonces, ¿puede averiguar en cuál de las dos está? Podría ir a recogerla el veintiocho de octubre, pero necesito organizarme para salir del trabajo.
Model answer and marking points
Then could you find out which of the two it's at? I could go and collect it on the twenty-eighth of October, but I need to arrange time off work.
What an examiner checks here:
- question: find out which of the two branches has the card?
- Customer could collect on 28 October
- Customer needs to arrange time off work
Easy to miss: The customer could collect on 28 October; this is not a confirmed arrangement.
I can contact Casula to confirm the card is there and ask about collection on 28 October. What current identification could you take with you?
Model answer and marking points
Puedo comunicarme con Casula para confirmar que la tarjeta esté allí y preguntar por la recogida el 28 de octubre. ¿Qué documento de identidad vigente podría llevar?
What an examiner checks here:
- Staff member can contact Casula
- Purpose is to confirm the card is there
- Staff member can ask about collection on 28 October
- question: what current identification could the customer bring?
Easy to miss: The staff member offers to check availability and collection, without confirming either.
Tengo el pasaporte vigente y puedo llevar el original. Mi licencia de conducir está vencida. ¿Con el pasaporte basta o necesito algún otro documento?
Model answer and marking points
I have a valid passport and can bring the original. My driver's licence has expired. Is the passport enough, or do I need another document?
What an examiner checks here:
- Customer has a valid passport
- Customer can bring the original passport
- Driver's licence has expired
- question: is the passport enough or is another document needed?
Easy to miss: The passport is valid, but the driver's licence has expired.
Please bring your original passport. I cannot yet confirm whether it is sufficient; Casula must check the collection requirements and tell you whether anything else is needed.
Model answer and marking points
Por favor, traiga su pasaporte original. Todavía no puedo confirmar si basta con eso; la sucursal de Casula debe comprobar los requisitos para recoger la tarjeta y decirle si necesita algo más.
What an examiner checks here:
- Customer should bring the original passport
- Staff member cannot yet confirm whether it is sufficient
- Casula must check collection requirements
- Casula must tell the customer whether anything else is needed
Easy to miss: Bringing the original passport does not mean it has been confirmed as sufficient.
Entiendo. Me preocupa hacer el viaje y que luego no me entreguen la tarjeta. Si necesitan un comprobante de domicilio, tendría que buscarlo antes.
Model answer and marking points
I understand. I'm worried about making the trip and then not being able to collect the card. If they need proof of address, I'd have to find it beforehand.
What an examiner checks here:
- Customer understands
- Customer worries about travelling and then being refused the card
- Proof of address may be required
- Customer would need to find it beforehand if required
Easy to miss: Proof of address is a possible requirement, not a confirmed one.
If another document is required, we will explain the options first. Could you confirm your mobile number so the branch can contact you about collection?
Model answer and marking points
Si se necesita otro documento, primero le explicaremos las opciones. ¿Podría confirmar su número de móvil para que la sucursal pueda comunicarse con usted sobre la recogida?
What an examiner checks here:
- Another document is required only conditionally
- Staff will explain the options first
- question: confirm mobile number?
- Branch needs the number to contact the customer about collection
Easy to miss: Keep the additional document conditional and preserve the request to confirm the mobile number.
Sí, el número que tienen registrado sigue siendo el mismo. Prefiero que me llamen, porque trabajando no siempre veo los mensajes. ¿Me puede confirmar también la dirección de la sucursal?
Model answer and marking points
Yes, the number you have on file is still the same. I'd prefer a phone call because I don't always see messages while I'm working. Could you also confirm the branch address?
What an examiner checks here:
- Mobile number on file remains unchanged
- Customer prefers a phone call
- Customer does not always see messages while working
- question: also confirm the branch address?
Easy to miss: The customer confirms the existing number without providing a new one.
I cannot confirm the address until we establish which branch holds your card. I will request a call with those details; collection on 28 October remains provisional.
Model answer and marking points
No puedo confirmar la dirección hasta que sepamos qué sucursal tiene su tarjeta. Solicitaré que la llamen con esos datos; la recogida el 28 de octubre sigue siendo provisional.
What an examiner checks here:
- Address cannot yet be confirmed
- Branch holding the card must first be established
- Staff member will request a call with those details
- Collection on 28 October remains provisional
Easy to miss: Neither the branch address nor collection on 28 October is confirmed.
De acuerdo, entonces esperaré la llamada antes de organizar la salida del trabajo. Tendré preparado el pasaporte y, si hace falta algo más, lo buscaré.
Model answer and marking points
All right, then I'll wait for the call before arranging time off work. I'll have my passport ready and, if anything else is needed, I'll find it.
What an examiner checks here:
- Customer will wait for the call
- Customer will arrange time off work only after the call
- Customer will have the passport ready
- Customer will find anything else needed if required
Easy to miss: The customer will wait for the call before arranging time off work.
Practise it
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Practice dialogue written to the CCL specification (two speakers, segments of 35 words or fewer, about 300 words). It is a practice text, not a NAATI test paper, and the AI score is this site's estimate, not a NAATI result. All Spanish dialogues · All languages