A Chinese-speaking customer telephones a rental car company representative following a road accident involving a hired vehicle.
- Customer · turn 1
你好，請問是 ABC 租車公司嗎？我的名字叫薛安利。我和我妻子今天早上從你們公司租了一輛馬自達。
Hello. Is this ABC Car Rental? My name is Anli Xue. My wife and I rented a Mazda from your company this morning.
- Rental Company Representative · turn 2
Yes, good afternoon, Mr Xue. Before I assist you, may I have your booking reference number?
是的，下午好，薛先生。在協助您之前，可以請您提供預訂參考編號嗎？
- Customer · turn 3
哎呀，來不及了，您先聽我說。我和我妻子正開車去 Blue Mountains，但我們剛剛在 Katoomba 火車站附近出了交通事故。我不知道現在該怎麼辦，所以想先通知你們一聲。
There isn’t time for that. Please listen to me first. My wife and I were driving to the Blue Mountains, but we’ve just had a traffic accident near Katoomba railway station. I don’t know what to do now, so I wanted to notify you first.
- Rental Company Representative · turn 4
You did the right thing by calling us. I should be able to find your booking details if I search using your family name. Yes, I’ve found it. Was there anyone else in the car? Are you and your wife alright?
您致電給我們是正確的做法。我應該可以用您的姓氏搜尋預訂資料。找到了。車內還有其他人嗎？您和太太有沒有受傷？
- Customer · turn 5
我的頭撞到了前擋風玻璃，流了不少血，不過我覺得不是很嚴重，所以我還好。可是我妻子傷得很重。她說腹部劇痛，而且有一條腿一直在流血。
My head struck the windscreen and bled quite heavily, but I don’t think it is very serious, so I’m all right. However, my wife is badly injured. She says she has severe abdominal pain, and one of her legs won’t stop bleeding.
- Rental Company Representative · turn 6
All right. Given what you’ve just told me, your wife may need urgent medical attention. Do you need us to call an ambulance and the police for you? Please tell me exactly where you are. You should be able to find your location on your GPS.
好的。根據您剛才所說的情況，您的太太可能需要緊急醫療救治。需要我們替您召喚救護車和報警嗎？請告訴我您的確切位置。您應該可以在GPS上找到所在地點。
- Customer · turn 7
是的，請你們馬上幫我叫救護車和報警吧。我現在真的嚇壞了。GPS 顯示我們現在的位置是 Katoomba 區 Royal Road 5 號。我們的車翻在路邊，應該很容易看到。
Yes. Please call an ambulance and the police immediately. I’m genuinely terrified. The GPS shows that we are at 5 Royal Road, Katoomba. Our car has overturned beside the road, so it should be easy to see.
- Rental Company Representative · turn 8
Okay, I’ve got your location. Please try to stay calm. One of my colleagues is calling an ambulance and the police for you right now. They should arrive within a few minutes. Also, do you need an interpreter when the emergency services arrive?
好的，我已經記下您的位置。請盡量保持冷靜。我的一位同事現在正替您召喚救護車和警方，他們應該會在幾分鐘內到達。另外，緊急服務人員抵達時，您需要傳譯員嗎？
- Customer · turn 9
是的，您想得真周到。麻煩您安排一位口譯員吧，因為我們還需要向救護人員和警察說明事情的經過。我妻子的英文不太好，我現在也很緊張，怕自己說不清楚。
Yes, that is very thoughtful of you. Please arrange an interpreter because we’ll need to explain what happened to the paramedics and police. My wife’s English isn’t very good, and I’m so nervous that I’m afraid I won’t be able to explain myself clearly.
- Rental Company Representative · turn 10
Certainly. I’ll make a note that language assistance is required. While we’re waiting for the emergency services to arrive, could you briefly tell me what happened? We need to record some basic details about the accident.
當然可以。我會註明需要語言協助。在等候緊急服務人員抵達期間，您可以簡單告訴我發生了甚麼事嗎？我們需要記錄事故的一些基本資料。
- Customer · turn 11
我在左轉的時候撞上了護欄。可能是車速太快了，撞上護欄之後，車子就翻了。我記得當時沒有撞到其他車，但是我現在腦子很亂，也不敢百分之百確定。
I struck the guardrail while turning left. I may have been driving too fast. After hitting the guardrail, the car overturned. I remember that I didn’t hit any other vehicles, but my mind is very confused now, so I can’t be completely certain.
- Rental Company Representative · turn 12
That’s fine. Don’t worry about giving me every detail at this stage. The police can take a full statement from you later. Do you know whether any other vehicles or property were damaged?
沒問題。現階段不用擔心是否能告訴我每項細節，警方稍後可以向您錄取完整口供。您知道有沒有其他車輛或財產受損嗎？
- Customer · turn 13
我沒有看到其他車受損，不過護欄肯定被撞壞了。車子的前面和左邊也損壞得很嚴重，前擋風玻璃碎了，車門也凹進去了。我想這輛車應該不能再開了。
I didn’t see any other damaged vehicles, but the guardrail was definitely damaged. The front and left-hand side of the car are also badly damaged. The windscreen is shattered, and the door is dented. I don’t think the vehicle can be driven.
- Rental Company Representative · turn 14
Understood. Please don’t attempt to drive the vehicle, even if it still starts. We’ll arrange for it to be towed and conduct a damage assessment. Once we’ve received the assessor’s report, we’ll be able to obtain a repair estimate and determine whether the vehicle can be repaired.
明白。即使車輛仍然可以啟動，也請不要嘗試駕駛。我們會安排拖車並進行損壞評估。收到評估員的報告後，我們便可以取得維修估價，並判斷車輛能否修復。
- Customer · turn 15
那我們需要自己付拖車費和修車費嗎？我記得租車的時候買了一些額外的保險，但現在完全想不起來具體包括甚麼。
Will we need to pay the towing and repair costs ourselves? I remember purchasing some additional insurance when we rented the car, but I can’t remember at all what it covered.
- Rental Company Representative · turn 16
According to your rental agreement, you purchased excess reduction cover. However, whether you’re liable for any costs will depend on the circumstances of the accident and the terms and conditions of your rental agreement. We won’t be able to confirm that until we’ve reviewed the incident.
根據您的租賃協議，您購買了自付額減免保障。不過，您是否需要承擔任何費用，將取決於事故情況以及租賃協議的條款和細則。我們必須審查事件後才能確認。
- Customer · turn 17
我明白。那如果這輛車不能再開，你們可以給我們安排一輛替代車輛嗎？我們本來打算在 Blue Mountains 住兩晚，之後還要開車回 Sydney。
I understand. If this vehicle can no longer be driven, can you arrange a replacement vehicle for us? We had planned to stay in the Blue Mountains for two nights and then drive back to Sydney.
- Rental Company Representative · turn 18
We may be able to arrange a replacement vehicle, but let’s deal with your medical situation first. Once you and your wife have been assessed and the police have finished at the scene, please contact us again. We’ll then discuss towing, the damage assessment and a replacement vehicle.
我們可能可以安排替代車輛，但先處理您們的醫療情況。您和太太接受評估，而且警方完成現場工作後，請再次聯絡我們。屆時我們會討論拖車、損壞評估和替代車輛。
- Customer · turn 19
好的。另外，我需要把甚麼資料交給你們嗎？例如警察的報告或者現場照片？
All right. Also, what information do I need to provide to you? For example, a police report or photographs of the scene?
- Rental Company Representative · turn 20
Yes. If it’s safe to do so, please take photographs of the vehicle and the surrounding area. You’ll also need the police event number, details of any witnesses, and the licence plate numbers and contact details of any other vehicles involved. Please don’t put yourself at risk trying to collect that information.
是的。如果安全情況許可，請拍攝車輛和周圍環境的照片。您也需要警方事件編號、任何證人的資料，以及其他涉事車輛的車牌號碼和聯絡資料。請不要為了收集這些資料而令自己身陷危險。
- Customer · turn 21
好的，我明白了。救護車好像已經到了。我現在先去照顧我妻子。
All right, I understand. It seems that the ambulance has arrived. I’ll go and look after my wife now.
- Rental Company Representative · turn 22
Of course. Before you go, one more question: do you have private health insurance? Ambulance services aren’t generally covered by Medicare, so it’s useful to check whether you have ambulance cover through your private health insurer or another arrangement.
當然。在您離開前，還有一個問題：您有私人醫療保險嗎？救護車服務一般不在Medicare承保範圍內，因此最好確認您的私人醫療保險或其他安排是否包括救護車保障。
- Customer · turn 23
有的，我們有私人醫療保險，不過我不知道保單包不包括救護車服務。我之後再跟保險公司確認吧。現在救護人員已經過來了。
Yes, we have private health insurance, but I don’t know whether the policy includes ambulance services. I’ll confirm that with the insurer later. The paramedics have reached us now.
- Rental Company Representative · turn 24
That’s fine. Please focus on getting medical attention now. We’ll keep a record of the accident on your rental booking. Once the situation is under control, call us back and we’ll guide you through the accident report, towing arrangements and the next steps under your rental agreement.
沒問題。現在請先專注接受醫療救治。我們會在您的租車預訂中記錄這宗事故。情況受控後，請再次致電給我們，我們會指導您完成事故報告、拖車安排和租賃協議下的後續步驟。
- Customer · turn 25
好的，謝謝你。我晚一點再打給你們。
All right. Thank you. I’ll call you again later.
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