By Sagar Shankaran, Founder of CallSphere
Benefits take-up collapses where language does. What live translation in 70+ languages changes for PEO open enrollment, injury intake and interpreter costs.
Key takeaways
Pull your benefits participation report and break it by client. You already know which clients sit at 70 percent take-up and which sit at 34 percent. Now break the 34 percent client by preferred language, if you even collect that field. In most PEO books the pattern is the same and it is not subtle: the clients with the worst medical participation are the framing contractors, the restaurant groups, the poultry and food-processing plants, the hotel housekeeping departments and the grounds-maintenance crews — the ones where a third to two-thirds of the worksite employees do not conduct their household business in English.
That gap is usually explained away as a wage problem. Some of it is. But sit in on an enrollment meeting at a 6:40 a.m. jobsite tailgate and watch what actually happens when a benefits counselor works through a bronze-versus-silver comparison, a $6,000 deductible, an embedded out-of-pocket maximum and a Section 125 pre-tax election through a foreman who is translating on the fly and wants to get his crew working. Nobody enrolls in something they did not understand.
Every PEO has a workaround here and every PEO knows its limits. The common ones: one or two bilingual benefits administrators who get flown or driven to the biggest clients during the 1 November to 15 December window; a telephonic interpreter line billed by the minute; Spanish-language versions of the Summary of Benefits and Coverage and the enrollment guide, printed once and then out of date the moment the carrier changes a copay; and the foreman, who is not an interpreter and who has an opinion about whether the crew should sign up.
The Affordable Care Act already requires SBCs and appeals notices to be provided in a culturally and linguistically appropriate manner — in counties where at least ten percent of the population is literate only in the same non-English language, you owe written translation and oral language assistance. Most PEOs meet the paper half of that and quietly fail the conversation half. And Spanish is only the loud case. In practice a mid-sized book will also carry Haitian Creole in South Florida, Mixtec and Zapotec in California agriculture, Karen and Somali in Minnesota processing plants, Marshallese in Arkansas poultry, Portuguese in Massachusetts construction, and Nepali across Midwest hospitality.
Open enrollment is one season. The language gap runs all year and it is at its worst on the calls that matter most. A worker strains his back at 4:15 on a Wednesday. He calls the PEO's risk line because that is the number on the poster. He speaks Q'anjob'al. Your risk coordinator gets a first report of injury out of him with the help of an interpreter line that took six minutes to connect, and the body part, the mechanism and the witness names all arrive second-hand. That form travels to the carrier, to the clinic, to the OSHA 300 log and eventually into an experience modification calculation that follows your client for three years.
flowchart LR
A["Framing crew lines up at the jobsite trailer, 6:40am"] --> B["Benefits counselor opens the enrollment call"]
B --> C["Worker speaks Spanish, Mixtec or Haitian Creole"]
C --> D["Live translation runs both ways on the same call"]
D --> E["Worker names dependents and picks a plan tier"]
E --> F["Election keyed into the payroll system, read back in the worker's language"]
F --> G["Signed election form emailed to the client's office manager"]
Until 2026, translation in this business was a scheduled service. You booked an interpreter, you ordered a translated document, you flew a bilingual counselor to Tulsa. The 2026 change is that translation now happens inside the live conversation. Gemini 3.5 Live Translate detects more than 70 languages and does near-real-time speech-to-speech translation; Gemini 3.1 Flash Live, which landed in March 2026, handles audio-to-audio across more than 90 languages. Not text on a screen — spoken, both directions, while the call is happening.
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The practical version for a PEO: a worksite employee can now call the same service-center number, speak Haitian Creole, and have the entire conversation — deductible, dependent coverage, deduction amount, effective date — without anybody scheduling anything. The counselor speaks English. The worker speaks Creole. Both hear their own language with about the delay of a slightly bad cell connection.
The second-order effect matters more than the first. When language assistance costs nothing per minute and requires no booking, you stop rationing it. Right now your reps make a silent judgment call every day about whether a conversation is important enough to justify pulling in the interpreter line. That judgment call disappears.
The counselor is on a video call from your office, not in a rental car. Fourteen crew members come into the trailer one at a time between 6:40 and 7:20. Each one hears the plan comparison in the language he speaks at home. He names his dependents. He asks the question people always ask and rarely get to ask through a foreman: whether his wife's pregnancy is covered before the plan year starts, and what happens to the deduction if he goes six weeks without hours in February. He gets a real answer. The election is keyed in while he is still sitting there, the per-pay-period deduction is read back to him in his language, and the confirmation goes to the client's office manager as a signed form.
Same thing at 4:15 on the Wednesday of the back strain. The risk coordinator answers in English, the worker describes the lift in Q'anjob'al, and the first report of injury gets filled out from the worker's own words in the first ten minutes instead of the next morning through a third party. Faster, more accurate injury reporting is not a soft benefit in this trade — it is the input to the claim, the clinic referral and the OSHA 300 entry.
All figures illustrative. Substitute your own participation report. Assume a client with 220 worksite employees, 130 of them Spanish-dominant. Medical participation currently runs 71 percent among the English-dominant group and 38 percent among the Spanish-dominant group. Assume live translation on enrollment calls and year-round service calls lifts the second group to 62 percent — not to parity, because cost is still cost.
| Line | Figure |
|---|---|
| Spanish-dominant worksite employees | 130 |
| Enrolled today at 38% | 49 |
| Enrolled at 62% | 81 |
| Additional enrolled lives | 32 |
| Assumed PEO margin per enrolled life per month | $18 |
| Additional annual margin, this client alone | $6,912 |
| Interpreter-line minutes retired: 900 per year at $2.40 | $2,160 avoided |
| Two counselor travel days avoided at $780 each | $1,560 avoided |
Roughly $10,600 a year against one client. Run that across the six or eight clients in your book with the same profile and it stops being a rounding error. And the number you cannot easily put on the table — a client whose crew feels like the PEO talks to them — is the one that shows up at renewal.
Three places, and be firm about all three.
First, anything that creates a legal record in a language other than English should still be reviewed by a qualified human translator before it is signed. A live translated conversation is excellent for understanding; a translated arbitration clause, an acknowledgment of an employee handbook, or a workers' compensation panel-of-physicians notice is a document that will be read aloud in a hearing someday. Get those professionally translated once and reuse them.
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Second, indigenous and low-resource languages are uneven. Spanish, Haitian Creole, Portuguese, Vietnamese, Tagalog and Mandarin are strong. Mixtec, Zapotec, Q'anjob'al, Marshallese and several Karen dialects are not, and a confident-sounding wrong translation in an injury interview is worse than a six-minute wait for a human interpreter. Keep the interpreter line contracted for exactly those languages and let your reps escalate without asking.
Third, do not run disciplinary, termination or harassment-complaint conversations through live translation without a human interpreter present. Those become exhibits.
Add a preferred-language field to your onboarding record if you do not have one, and backfill it at the next enrollment. You cannot serve a population you have not counted. Then pick your single worst-participation client, run this year's open enrollment meetings with live translation on video instead of a travel day, and compare that client's take-up against last year's. One client, one season, one number.
It helps with the oral language assistance side and it does not replace the written side. The county-threshold rule still means you owe translated SBCs and notices, and a translated conversation is not a translated document. Treat live translation as how you answer the phone, and keep your written translations on the schedule you already have.
Do not turn on 70. Look at your own worksite-employee population, pick the top three or four, and confirm with your risk and benefits teams that those match the languages showing up on injury calls. In most US PEO books the answer is Spanish, then one regional second language, then everything else at low volume.
Technically yes. Practically, keep a human counselor in the conversation for the first season and use live translation as the language bridge rather than as the whole meeting. Enrollment involves judgment about dependents, qualifying events and effective dates, and you want a benefits person accountable for what was elected.
Interpreter lines in this trade are commonly billed somewhere between roughly $1.80 and $3.50 a minute. Live translation running inside the call is priced closer to ordinary call handling, which is why the rationing behavior stops. Get a real quote against your own minute volume before you cancel any contract — and do not cancel the one covering your rare languages.
CallSphere builds AI voice and chat agents that answer business phone lines and web chat, book appointments, and capture leads around the clock, including in the caller's own language. For a PEO the honest fit is the front door: the worksite-employee line and the enrollment-season overflow, where the call gets answered and understood on the first try and anything that needs a benefits administrator or a risk coordinator goes straight to one.
Written by
Sagar Shankaran· Founder, CallSphere
LinkedInSagar Shankaran is the founder of CallSphere, where he builds production AI voice and chat agents deployed across healthcare, hospitality, real estate, and home services. He writes about agentic AI, LLM engineering, and shipping voice agents that handle real calls in production.
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