Roark Live Bench · Suite v1.3 · Sweep of 23 October 2026
Voice AI models, ranked on live phone calls.
Every speech-to-text, language model and text-to-speech model, run in every combination on the same real call to the same agent. A model is ranked on every stack it runs in; the stacks are the evidence.
Our picks
Task completionMedian responseCost per minute- Best overallAssemblyAI Universal-3.6 Pro + OpenAI GPT-6.1 Sol + Cartesia Sonic-3.697%3.9 s$0.055
- Best valueAssemblyAI Universal-3.5 Pro + Google Gemini 3.8 Flash + Cartesia Sonic-3.597%4.3 s$0.048
- FastestOpenAI Whisper-1 + Google Gemini 3.8 Flash + OpenAI TTS-1 HD88%0.5 s$0.023
- Best speech-to-speechgrok-voice-think-fast-2.082%2.1 s$0.083
- Best in customer supportAssemblyAI Universal-3.6 Pro + OpenAI GPT-6.1 Sol + ElevenLabs v4 Turbo100%3.9 s$0.096
- Best in healthcareAssemblyAI Universal-3.5 Pro + Google Gemini 3.8 Flash + Cartesia Sonic-3.696%4.4 s$0.041
- Best in home servicesAssemblyAI Universal-3.6 Pro + OpenAI GPT-6.1 Sol + Cartesia Sonic-3.596%4.0 s$0.058
- Best in insuranceAssemblyAI Universal-3.5 Pro + OpenAI GPT-4o + Cartesia Sonic-3.698%3.2 s$0.042
The read
- 430 of 642 cascades complete the task in at least 90% of calls, and the top 10 sit within 1 point of each other. What separates the top stacks is speed and cost.
- Median response time runs from 0.5 s to 6.0 s on the same agent and the same caller, a spread of 5.5 s that comes entirely from the models behind it.
- No stack wins everything. The fastest, OpenAI Whisper-1 + Google Gemini 3.8 Flash + OpenAI TTS-1 HD at 0.5 s, ranks 530 of 642 on task completion; the most complete is Speechmatics Linden-1 (own VAD) + OpenAI GPT-6.1 Sol + OpenAI TTS-1 HD at 99%.
- The language model matters most: swapping it moves task completion by 7 points, against 3 for the speech engine and 2 for the transcriber.
Cascade vs Speech-to-Speech
The first choice to make. A cascade chains three models: one transcribes, one decides what to say, one speaks. A speech-to-speech model does all three at once. Both run the same agent on the same calls here.
- Cascades lead on task completion, tool use and time to first word; speech-to-speech leads on response time and cost per task. Neither wins outright, so the right choice depends on what your calls need.
- The biggest difference is task completion: 95% for cascades against 77% for speech-to-speech.
| Measure | Cascade | Speech-to-speech |
|---|---|---|
| Task completion | 95% (leads) | 77% |
| Tool use | 72% (leads) | 55% |
| Time to first word | 0.7 s (leads) | 1.3 s |
| Response time | 3.6 s | 2.6 s (leads) |
| Cost per task | $0.15 | $0.15 (leads) |
The three strongest of each, averaged. Cascades: Speechmatics Linden-1 (own VAD) + OpenAI GPT-6.1 Sol + Cartesia Sonic-3.5; AssemblyAI Universal-3.6 Pro + OpenAI GPT-6.1 Sol + Rime Coda; Speechmatics Linden-1 (own VAD) + OpenAI GPT-6.1 Sol + Rime Coda. Speech-to-speech: grok-voice-think-fast-2.0; gemini-3.8-live; amazon.nova-2-sonic-v1:0. Each measure is scored 0 to 100 on its own scale, further out is better; the table gives the same figures in their own units.
Which to use
- Choose speech-to-speech when the pause matters more than the outcome: short transactional calls, callers who interrupt, queues where every half second costs you callers. Expect to pay more, and choose the model carefully (gpt-live-1 (backend gpt-6.1-sol) leads here).
- Choose a cascade when the call has to complete, when cost matters, or when you need to see which stage to fix. It is 13 points ahead on task completion here.
- Costs are what each stack’s providers charged for these calls, at the rates in effect when they ran. Telephony and hosting are not included.
Speech-to-Text
The transcriber turns the caller's speech into text. It decides what the agent thinks it heard, and nothing after it can start until it finishes.
- AssemblyAI Universal-3.6 Pro, AssemblyAI Universal-3.5 Pro, Deepgram Nova-3 and Speechmatics Enhanced (realtime) are level: none leads by more than the margin of error. Of them, AssemblyAI Universal-3.6 Pro costs least, at $0.030 a call. Avoid Speechmatics Linden-1 (own VAD): last on semantic word error rate (2.2%).
- Speechmatics Linden-1 (own VAD) delivers its transcript in 0.49 s, OpenAI Whisper-1 in 1.93 s: 1.44 s added to every turn of the call.
- AssemblyAI Universal-3.6 Pro is the most accurate: it changes the meaning of 0.9% of the caller's words, against 2.2% for Speechmatics Linden-1 (own VAD).
- In 341 of 648 cascades the transcriber is the slowest step of the turn, whichever model runs it.
Open a model to see where it ranks and the stacks it works best in.
Language model
The language model decides what the agent says and does. It has the most influence on whether the task gets done, and usually takes the largest share of each turn.
- Pick OpenAI GPT-6.1 Sol: it leads on task completion (95%), tool use (71%) and instruction following (4.2 / 5). If speed matters more, Anthropic Claude Haiku 4.5 is the quickest, at 0.36 s, and completes 91%. Avoid OpenAI GPT-5.1: last on tool use (33%) and instruction following (4.1 / 5).
- Anthropic Claude Haiku 4.5 starts answering in 0.36 s, Google Gemini 3.8 Flash in 1.47 s: 1.11 s added to every turn of the call.
- OpenAI GPT-6.1 Sol uses its tools most reliably: it handles its tools without a mistake on 71% of calls, against 33% for OpenAI GPT-5.1.
- In 161 of 648 cascades the language model is the slowest step of the turn, whichever model runs it.
Open a model to see where it ranks and the stacks it works best in.
Text-to-Speech
The speech engine is the voice the caller hears, and the last step before they hear anything.
- Cartesia Sonic-3.6, Cartesia Sonic-3.5 and ElevenLabs v4 Turbo are level: none leads by more than the margin of error. Of them, Cartesia Sonic-3.5 costs least, at $0.165 a call. Avoid OpenAI TTS-1 HD: last on readback accuracy (80%), word error rate (8.7%) and time to first audio byte (2.09 s).
- ElevenLabs v4 Turbo starts speaking in 0.11 s, OpenAI TTS-1 HD in 2.09 s: 1.97 s added to every turn of the call.
- Cartesia Sonic-3.6 is the most accurate: it reads codes, amounts and dates back correctly 87% of the time, against 80% for OpenAI TTS-1 HD.
- Cartesia Sonic-3.6 sounds the most human: 3.8 / 5, against 3.4 / 5 for ElevenLabs Flash v2.5.
- In 99 of 648 cascades the speech engine is the slowest step of the turn, most often with OpenAI TTS-1 HD (54 of them).
Open a model to see where it ranks and the stacks it works best in.
Speech-to-Speech models
One model listens, reasons and speaks, so there is nothing to swap and no stages to split. Each is judged on the whole call, with the same calls and the same scoring as every cascade.
- The model matters as much as the architecture: gpt-live-1 (backend gpt-6.1-sol) completes 86% of tasks, ElevenLabs Realtime v1 Mini 42%.
- grok-voice-think-fast-2.0 answers in 2.1 s against 4.1 s for gemini-2.5-flash-native-audio-preview-12-2025.
- Price varies as much as quality: $0.06 per completed task for amazon.nova-2-sonic-v1:0, $0.69 for gpt-realtime-2.
Open a model for its full report, every figure it was scored on and the calls behind them.
Every stack
The evidence behind the model boards: each combination on its own calls, scored on the same recipe. Open a stack for its full report, every figure it was scored on and the calls behind them.
Each score carries its 95% margin of error. A rank is the best place a stack could hold once every margin is allowed for, so stacks the calls cannot tell apart share one and are listed by the low end of their margin; hover a rank for the worst place it could hold. 92 stacks are level with the leader: their calls cannot tell them apart. Among them, 31 Google Gemini 3.8 Flash, 29 OpenAI GPT-6.1 Sol, 19 Anthropic Claude Sonnet 5.5, 9 Anthropic Claude Haiku 4.5, 2 OpenAI GPT-4o mini, 1 OpenAI GPT-4.1 and 1 speech-to-speech; 48 AssemblyAI, 23 Deepgram and 20 Speechmatics; 48 Cartesia, 33 ElevenLabs, 9 Rime and 1 OpenAI. A cascade's figures are 25% its own calls and 75% what every other stack shows about its transcriber, language model and voice.
Not ranked here for missing data: Speechmatics Linden-1 + OpenAI GPT-6.1 Sol + OpenAI TTS-1 HD (no response time or tool use or human-likeness or readback accuracy or voice consistency).
By industry
Each industry ranked on its own calls: the same five callers, its own tasks and tools. A stack has a handful of calls in each, so a cascade is ranked on what its transcriber, language model and voice show across every stack in that industry, and a speech-to-speech model on its own calls there. Pairings show on the main board. Every panel is on one scale, so a bar reads against the other industries as well as its own.
Healthcare
Reschedule an appointment. A patient moves a dermatology appointment around a work schedule, corrects their date of birth, narrows the times twice, and asks about the change fee, parking and insurance.
Home services
Urgent repair: triage and booking. A caller with a burst pipe needs safety advice first, then an emergency visit. The unit on file is out of date, the callback number gets corrected, and the caller pushes for an earlier visit.
Insurance
Report a new auto claim. A driver who was just rear-ended reports a claim, corrects the policy number, spells the other car’s plate, asks about the deductible, a rental and their premium, and needs a tow.
Customer support
Internet outage troubleshooting. A technical caller who has already rebooted the gateway pushes back on scripted steps, wants the line fixed, and asks for a bigger credit for the downtime.
How it works
Every number on this page comes from real phone calls, placed and scored the same way for every stack.
Real calls, four industries, five callers
Roark places real phone calls over the public phone network to a reference agent for each of four industries: rescheduling a clinic appointment, booking an urgent home repair, opening an auto insurance claim and fixing an internet outage. Each agent has its own prompt and tools, identical for every stack. The tasks carry the details real calls trip on: a corrected date of birth, a policy number spelled out, a constraint added halfway through.
Every industry is called by the same five simulated callers: a quiet US English line, a Spanish-accented caller on a city street, an Indian English caller in a busy café, a flustered Southern caller with a baby crying, and a fast caller who interrupts over construction noise. They are equally clear about what they want, so a call fails because of the agent, not the caller. Only the models change, so any difference on the board comes from them.
Each caller rings each industry once for a cascade and four times for a speech-to-speech model. A cascade's figures also draw on its parts, heard in dozens of other stacks; a speech-to-speech model has only its own calls, so it takes more of them.
That makes industries comparable over the same callers, and callers over the same tasks, and the board can be re-ranked by either. One caller within one industry is too few calls to judge, so the board never shows it.
655
stacks
20
calls per stack
13,876
calls scored
Every model, in every combination
9 transcribers, 8 language models and 9 voices are run in every combination with each other, beside 13 speech-to-speech models. A model's own figures pool every stack it runs in, adjusted for its partners in each one, so every model is compared as if it ran with the same partners. A transcriber's figure rests on hundreds of calls with every language model and every voice, not on one lucky pairing.
That measures a model where it actually works: inside a running agent, on live phone audio, through interruptions, corrections and real turn-taking. A test that feeds a model clean audio files or one prompt at a time never sees any of that.
One score, weighted by what matters on a call
Each section ranks on a Roark score. Every figure scores 0 to 100 between two published points: full marks where doing better makes no difference to the caller, zero where the call breaks down. Each then counts at its weight, and the weights follow one order everywhere: whether the caller got what they rang for, then whether the agent got it right, then speed.
A stack, cascade or speech-to-speech, is scored on the outcome and the reply first, then on what each of its components got right on its own calls: the words its transcriber got wrong in a way that changes the meaning, whether its voice read codes and amounts back right, how human it sounded, and whether its tools were handled. A component that leads its section lifts every stack that carries it, by the same recipe for every stack. A figure a stack cannot carry, such as a semantic word error rate for a speech-to-speech model with no transcript, is credited at the field median, so the stack is neither flattered nor punished for it.
On a full sweep each cascade's figure is 25% what its own calls measured and 75% what every other stack shows about its transcriber, language model and voice, fitted across the whole sweep. The split is the same for every stack, so a lucky run does not lead and a stack's score does not move with how noisy its calls were. In an industry a stack has a handful of calls, so a cascade's figure there is what its transcriber, language model and voice show across every stack in that industry's calls, and a speech-to-speech model's is its own calls there. How a particular pairing beats or misses its parts shows on the main board, where each stack has all of its calls. The best overall pick, on the main board and in each industry, is the stack whose score is highest at the low end of its margin of error, so a few lucky calls cannot carry a stack past one whose score rests on hundreds. Stacks that share a rank are listed the same way, so the first row is the pick.
That order comes from real-world voice agent calls, where getting the conversation right predicts how a call ends more strongly than speed does. The latency points come from the same calls: replying faster than about 2 seconds made no measurable difference, and calls went measurably worse once the agent took more than about 3 seconds to reply.
Stacks and speech-to-speech
| Figure | Weight | Full marks | Zero |
|---|---|---|---|
Task completionscenario_adherence_check | 21% | 100% | 80% |
| An agent that completes fewer than four calls in five is not fit to deploy. On a full sweep, a cascade's figure is 25% what its own calls (20 or more) measured and 75% what every other stack shows about its transcriber, language model and voice, the same split for every stack, so a lucky run does not lead. Where the sweep is too small for that, and for a speech-to-speech model, the figure is the stack's own. In an industry a stack has a handful of calls, so a cascade's figure there is what its transcriber, language model and voice show across every stack in that industry's calls, and a speech-to-speech model's is its own calls there. How a particular pairing beats or misses its parts shows on the main board, where each stack has all of its calls. | |||
Response timeresponse_time | 17% | 2.0 s | 6.0 s |
| In real calls, replying faster than 2 s made no measurable difference, and calls went worse past 3 s. | |||
Instruction followinginstruction_follow | 13% | 5.0 / 5 | 3.0 / 5 |
| Every model scores between 3 and 5 on the judge's 1 to 5 scale, so that is the range. | |||
Semantic word error ratestt_semantic_word_error_rate | 13% | 0.5% | 3% |
| At 0.5% the best transcribers change the meaning of one word in two hundred on phone audio; at 3% one word in thirty sends the agent the wrong way. | |||
Tool usetool_use | 13% | 100% | 50% |
| An agent that mishandles its tools on half its calls cannot be trusted with the systems it runs on. | |||
Human-likenessvoice_human_likeness | 8% | 4.5 / 5 | 2.5 / 5 |
| 4.5 out of 5 is close to a person on the phone; 2.5 sounds plainly synthetic. | |||
Time to first wordtime_to_first_word | 4% | 1.0 s | 4.0 s |
| A greeting within 1 s sounds natural; 4 s of silence sounds like a dead line. | |||
Readback accuracytts_entity_readback_accuracy | 4% | 100% | 60% |
| Reading a code, amount or date wrong breaks the task it was for; the weakest voices get two in five wrong. | |||
Word error ratetts_word_error_rate | 4% | 2% | 12% |
| At 2% the voice says what it was given; at 12% one word in eight comes out wrong. | |||
Voice consistencyvoice_consistency_check | 4% | 100% | 80% |
| A voice that changes speaker on one call in five is not one a business can put its name to. | |||
Shown, not scored: Turn budget, Barge-in handlingbarge_in_yield_appropriateness
Counted only with price factored in: Cost per task
Language model
| Figure | Weight | Full marks | Zero |
|---|---|---|---|
Task completionscenario_adherence_check | 36% | 100% | 80% |
| An agent that completes fewer than four calls in five is not fit to deploy. | |||
Tool usetool_use | 27% | 100% | 50% |
| An agent that mishandles its tools on half its calls cannot be trusted with the systems it runs on. | |||
Instruction followinginstruction_follow | 18% | 5.0 / 5 | 3.0 / 5 |
| Every model scores between 3 and 5 on the judge's 1 to 5 scale, so that is the range. | |||
Time to first tokenllm_time_to_first_token | 18% | 0.50 s | 2.00 s |
| Under 0.5 s is not noticeable; at 2 s the first token alone takes two thirds of the 3 s past which real calls go worse. | |||
Shown, not scored: Prompt cache hitsllm_prompt_cache_hit_rate
Counted only with price factored in: Cost per call
Speech-to-Text
| Figure | Weight | Full marks | Zero |
|---|---|---|---|
Semantic word error ratestt_semantic_word_error_rate | 71% | 0.5% | 3% |
| At 0.5% the best transcribers change the meaning of one word in two hundred on phone audio; at 3% one word in thirty sends the agent the wrong way. | |||
Time to final transcriptstt_time_to_final_transcript | 29% | 1.00 s | 2.50 s |
| The fastest transcribers finish in about 1 s; past 2.5 s the transcript alone uses most of a natural reply time. | |||
Shown, not scored: Word error ratestt_word_error_rate
Counted only with price factored in: Cost per call
Text-to-Speech
| Figure | Weight | Full marks | Zero |
|---|---|---|---|
Readback accuracytts_entity_readback_accuracy | 32% | 100% | 60% |
| Reading a code, amount or date wrong breaks the task it was for; the weakest voices get two in five wrong. | |||
Word error ratetts_word_error_rate | 21% | 2% | 12% |
| At 2% the voice says what it was given; at 12% one word in eight comes out wrong. | |||
Time to first audio bytetts_time_to_first_byte | 21% | 0.20 s | 1.50 s |
| Under 0.2 s is not noticeable; 1.5 s is half the point where calls go worse. | |||
Human-likenessvoice_human_likeness | 16% | 4.5 / 5 | 2.5 / 5 |
| 4.5 out of 5 is close to a person on the phone; 2.5 sounds plainly synthetic. | |||
Voice consistencyvoice_consistency_check | 11% | 100% | 80% |
| A voice that changes speaker on one call in five is not one a business can put its name to. | |||
Counted only with price factored in: Cost per call
Factor in price and cost takes 25% of the score; the other weights keep their proportions. Price is scored on a log scale, so each doubling costs the same points.
A figure listed as shown, not scored is on the section’s boards and outside its score. Where a section has not collected a scored figure yet, the others share its weight.
Every call recorded and judged
Every call is recorded. Judge models score each transcript for the outcome and the conversation, and the timings come from the recording. Every figure links to the calls behind it.
Roark is on both sides of every call: it plays the caller, so it keeps the exact text its caller said, and it runs the agent under test, so it sees what the agent’s transcriber heard and what its model wrote for its voice. The transcript and voice figures come from lining those up, with no hand-made transcript in between. Each carries a margin from the synthetic voice or Roark’s transcriber in the loop. Every model faces the same ones under the same conditions, so the figures compare models on the same calls through the same voice and the same ear, though those slips need not fall evenly on each model. The rates will not match a vendor’s figure on a curated set; read them against each other.
An example: one call from this sweep
Speechmatics Linden-1 (own VAD) + OpenAI GPT-6.1 Sol + OpenAI TTS-1 HD, 23 October 2026. Highlighted turns are the ones that affected a score. Every stack's report links to its calls.
See how your own agent compares
Roark runs the same kind of calls against your agent, on your scenarios, with the same scoring.
Rank on Roark score
#1of 654 stacks
64 / 100
The leader
Where it ranks
Its models
Task completion
Task completion
How much of the caller’s task the agent completed: the share of the scenario’s checks a judge model found met in the transcript, averaged over calls. Before v1.3, the share of calls judged 4 or better out of 5.
#76 of 661 on the board · best 99%
Flow adherence
How closely the agent followed the intended conversation flow, judged per call. 5 = fully followed.
#100 of 661 on the board · best 5.0 / 5
Instruction following
How well the agent stuck to the instructions in its own prompt. 5 = followed throughout.
#12 of 661 on the board · best 5.0 / 5
Turn-taking
Barge-in handling
When the caller interrupts, how often the agent made the right call: yielding to a real correction, and holding the floor through a filler.
Not scored by this sweep.
Incorrect interruptions
How often the agent interrupted the caller when it should have kept listening.
#1 of 661 on the board · best 0%
Overtalk
Share of the conversation where both sides were speaking over each other.
#329 of 661 on the board · best 0.0%
Agent self-cutoffs
Times the agent cut its own sentence off mid-word.
#1 of 661 on the board · best 0.0 per call
Understanding & effort
Caller effort
How hard the caller had to work: repeating themselves, correcting, re-explaining. 1 = effortless.
Not scored by this sweep.
Repeated-info loops
Times per call the agent re-asked for something the caller had already given.
#1 of 493 on the board · best 0.0 per call
Speech-to-Text
Semantic word error rate
The caller's words the agent's transcriber got wrong in a way that changes the meaning, as a judge reads each difference.
#9 of 648 on the board · best 0.0%
Word error rate
The caller's words the agent's transcriber missed, changed or invented, against what the caller actually said.
#48 of 648 on the board · best 1.2%
Text-to-Speech
Readback accuracy
Share of the codes, amounts, dates and phone numbers the agent wrote that its voice read out correctly. One wrong digit is a miss.
#41 of 603 on the board · best 100%
Word error rate
The share of the words the agent wrote that its voice dropped or changed, read back from Roark’s transcription of the recording; the same transcriber hears every voice.
#15 of 648 on the board · best 1.9%
Voice
Human-likeness
How human the agent's voice sounds, scored by an audio model on intonation, rhythm and expressiveness. 5 = hard to tell from a person.
#16 of 659 on the board · best 4.3 / 5
Voice consistency
Share of calls where every line the agent spoke was the same speaker, with no change of speaker, gender or language voice partway. It checks who is speaking, not how they sound.
Not scored by this sweep.
#1 of 659 on the board · best 100%
Latency
Response time
The silence between the caller finishing and the agent starting to speak, measured from the recording on every turn of the call.
#51 of 660 on the board · best 0.50 s
Time to first word
How long the caller waits before the agent first speaks after pickup.
#460 of 661 on the board · best 0.45 s
Latency spikes
Turns where the response took far longer than the rest of the conversation.
#100 of 661 on the board · best 0.0 per call
By industry
| Industry | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| Healthcare | 97% | 2.73 s | — |
| Home services | 93% | 2.87 s | — |
| Insurance | 100% | 2.50 s | — |
| Customer support | 95% | 2.76 s | — |
By caller
| Caller | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| US English, quiet line | 96% | 2.72 s | — |
| Spanish-accented English, city street | 96% | 2.50 s | — |
| Indian English, busy café | 98% | 2.52 s | — |
| Southern US, flustered, crying baby | 95% | 3.23 s | — |
| Fast and interrupting, construction outside | 96% | 2.72 s | — |
The calls behind the numbers
Customer support
AGENTBrightwave Internet support, this is Alex. What’s going on with your service?
CUSTOMERSorry. I'm a little flustered. I got a baby crying here. My Internet's been down for a couple of hours. Now and... There's a road crew digging up the street outside. I work from home, so I really need this fixed quick. I already rebooted the gateway twice and checked all the cables but the Internet light's blinking orange.
CUSTOMERCan you tell me if that road crew might be the cause? My account number is BW883017. Sorry. Last digit is 1. Is that okay?
AGENTNo problem at all—I understand the urgency. Let me look up your account and check if there's an outage in your area.
AGENTOkay, no known outage in your area right now. The road crew could definitely be a factor—they may have damaged the line. Let me run a line test to see what's happening between our network and your gateway.
AGENTGood news—the line from our end is solid. Your gateway just isn't registered. Since you've already rebooted it twice, let me send a remote reset. That should re-register it.
AGENTExcellent! The remote reset worked. Your gateway is now registered and online. Give your devices about two minutes to reconnect—your internet light should turn solid green. Your account is BW883017. You should be back up and running shortly. If you lose connection again, let us know right away, especially with that road crew out there. Good luck with work!
CUSTOMEROkay. Thank you for checking. The light just went solid white. So is that the same as green? How long till my devices actually reconnect? Should I just wait a couple minutes? And, since I lost two hours of work, can I get a credit for the downtime? Sorry to ask, but I really need it.
AGENTGreat question on the light—white and green both mean it's online and good to go. Your devices should reconnect within the next couple of minutes as they detect the gateway is back up. Just wait it out; you don't need to do anything else. And absolutely, I can apply a credit for those two hours of downtime.
AGENTDone. I've applied a $10 credit to your account BW883017 for the two-hour outage. It'll show up on your next bill. Hang tight for a couple minutes and your devices should be back online. Hope the baby settles down and work goes smoothly from here!
CUSTOMERSorry. Can you make it more than $10? I lost two hours of work. And I'm worried that's not quite enough. Is there any way you could bump it up a bit?
AGENTI hear you—two hours of lost work time is real money. Unfortunately, the $10 credit is what the system applied based on the downtime, and I don't have the ability to manually adjust it beyond that. What I can do is note your concern on the account so our billing team sees it when they review it. That said, if the road crew damaged the line and this becomes a recurring issue, we'd absolutely take that into account for additional credits. For now, keep an eye on your connection over the next day or two. If it drops again, call us back right away—we'll have a record of this incident, and repeated issues would definitely warrant more support. Does that work for you?
CUSTOMERYeah. I guess that's all you can do for now. Please note it. I'd really appreciate that. I'll keep an eye on the connection. And if it drops again, I'll call back. Thanks for your help, and hopefully, things stay steady. Goodbye.
Healthcare
AGENTRiverbend Health Clinic, this is Alex. How can I help you today?
CUSTOMERHi. This is Jordan Ellis. I need to move my dermatology appointment next Wednesday morning. I've got a work shift then and can only come after 3PM. Can you help me reschedule?
AGENTHi Jordan! I'd be happy to help you reschedule your dermatology appointment. Before I look up your appointment, I need to verify your information. What's your date of birth?
CUSTOMER03/17/1948. Sorry. No. 1984. 03/17/1984.
AGENTNo problem! So your date of birth is March 17, 1984. Let me look that up for you.
AGENTGreat, I've verified your account. Now let me find your upcoming appointments.
AGENTPerfect! I found your dermatology appointment with Dr. Okafor next Wednesday at 9:15 AM. You need to move it to after 3 PM that same day. Let me check Dr. Okafor's availability for next Wednesday after 3 PM.
AGENTUnfortunately, Dr. Okafor doesn't have any openings on next Wednesday after 3 PM. The available slots are: - Tuesday at 9:00 AM or 3:45 PM. - Thursday at 4:10 PM. - Friday at 11:30 AM. Would any of these work for you instead?
CUSTOMERTuesdays don't work after all. Since I pick up my daughter. What about Friday? Is there anything after 3PM then?
AGENTUnfortunately, the only slot available with Dr. Okafor on Friday is at 11:30 AM, which is before 3 PM. That leaves Thursday at 4:10 PM as your option that meets your needs—after 3 PM and not on a Tuesday. Would that work for you?
CUSTOMERYes. Thursday at 04:10PM works for me. Please go ahead and reschedule for that time. Is there a fee for changing the appointment?
AGENTGreat! Let me reschedule your appointment to Thursday at 4:10 PM, and I'll also check the cancellation and change policy for you.
AGENTNow let me reschedule your appointment:
AGENTPerfect! Your appointment has been rescheduled. Here are your details: Appointment Confirmation: - Name: Jordan Ellis. - Department: Dermatology. - Provider: Dr. Okafor. - New Date & Time: Thursday at 4:10 PM. - Location: Main Campus, Building B. - Confirmation Code: RVB-3M8P2. Regarding the fee: Changes made more than 24 hours before the appointment are free. Since your original appointment was next Wednesday, you're well over 24 hours away, so there's no charge for this reschedule. Please arrive 15 minutes early with your photo ID and insurance card. Is there anything else I can help you with?
CUSTOMERThat's clear. Thanks. Where should I park for my appointment?
AGENTYou can park in Lot C, which has free patient parking. The entrance is on River Road. See you Thursday!
CUSTOMERGot it.
AGENTYou're all
CUSTOMERThank you. Goodbye.
AGENTYou're
AGENTwelcome! Goodbye, Jordan.
Home services
AGENTCopperline Home Services, this is Alex. What can I help you with?
CUSTOMERHi. I've got an emergency. The pipe under my kitchen sink just burst, and water is spreading across the floor toward a power strip. What should I do first?
AGENTOkay, this is urgent—let's get you safe right now. First priority: Stop the water flow. 1. Shut off the water
CUSTOMERAlright.
CUSTOMERGot it. I'll shut the water off now. Okay. It stopped. What's the next step?
AGENTGood work. Next step: move away from
CUSTOMEROkay.
AGENTGreat.
CUSTOMERRight. I'll stay clear of the power strip. Can you send someone out to handle the pipe? What will the visit cost?
AGENTAbsolutely, I can get a technician out to you. Let me check availability and pricing for an emergency call, and I'll need some information from you first. What's your phone number or street address so I can look up your account?
CUSTOMERSure. My street address is 1480 Larkspur Avenue. My phone number is (503) 555-0139. No. Zero one nine three.
AGENTNow let me look up your account.
AGENTPerfect. I found your account. You're at 1480 Larkspur Avenue, Unit 4B, and I see you're a Copperline Care member—that's great news. For an emergency burst pipe, here's what I can offer you: Today, 2:00 PM to 4:00 PM — Emergency visit fee is $99 (you get the member discount). There's also a tomorrow option at 8:00 AM to 10:00 AM for a standard $79 visit, but given the water damage risk, I'd strongly recommend today. Does the 2:00 to 4:00 PM window work for you?
CUSTOMERIs there any way someone can come before 2PM? The water spread is pretty serious. If not, I'll take the earliest emergency window today. Also, I actually move to Unit 4 D last month, not 4 B. Can you update that?
AGENTI understand—water damage spreads fast. Unfortunately, 2:00 PM to 4:00 PM is the earliest emergency window available today. I'll book that for you right now and get someone out as soon as possible. And yes, I've got that—you're in Unit 4D now, not 4B. I'll make sure that's on the service request. Let me open the ticket for you.
AGENTGreat.
CUSTOMEROkay.
CUSTOMERWho will be coming, and how will I know they're on the way? Also, can you give me the ticket number?
AGENTPerfect. Your technician is Dana, and you'll get a text message to (503) 555-0139 about 30 minutes before arrival so you know they're on the way. Here's your confirmation: - Ticket Number: CPL-58210. - Service Address: 1480 Larkspur Avenue, Unit 4D. - Callback Phone: (503) 555-0139. - Arrival Window: Today, 2:00 PM to 4:00 PM. - Emergency Fee: $99 (Copperline Care member rate). - Technician: Dana. Stay clear of that power strip, keep the water shut off, and Dana will be there within that window. You're all set.
CUSTOMERThanks for your help. Goodbye.
AGENTYou're welcome.
AGENTStay safe, and we'll see you soon. Goodbye.
Insurance
AGENTNorthgate Mutual claims, this is Alex. Are you somewhere safe right now?
CUSTOMERYes. I am safe right now. I'm standing next to my car at the cafe. Yes. I am somewhere safe. I am at a cafe standing next to my car.
AGENTGood, I'm glad you're safe. Is anyone injured—you, your passengers, or anyone else involved?
CUSTOMERNo. Nobody is injured. I am fine. My passengers are fine, and the other driver is also okay.
AGENTThat's good to hear. I'm going to help you file a claim. First, I need to verify your policy. Can you give me your policy number and last name?
CUSTOMERYes. My policy number is NG4471903. No. Sorry. Last one is 2. My last name is Mehta.
AGENTThank you. So
CUSTOMEROkay. Go ahead.
AGENTPerfect. Your policy NG4471902 is verified. You have a 2021 Honda
CUSTOMERYes. That's right. That is my policy. So can you tell me what I need to pay for this claim?
AGENTI can look up your specific deductible and coverage details in just a moment. First, let me gather the details of what happened so I can open your claim.
CUSTOMERRight. The accident happened about twenty minutes ago. I was stopped at a red light at SE 5th Avenue and Alders Street. Another car hit the back of my car. The back bumper is crushed, and the rear wheel is rubbing. So I cannot drive it. Police did not come. The other driver is Kevin Lund. He is insured with Pacific Shore. His plate is 7KX like X-ray, R214.
AGENTThank you for those details. Let me make sure I have this right: - Accident was about 20 minutes ago at SE 5th Avenue and Alders Street. - You were stopped at a red
CUSTOMERYes. That's correct. I was stopped at a red light, and another car hit the back of my car.
AGENTGot it. Now let me open your claim and then I'll check your coverage
CUSTOMERRight.
CUSTOMEROkay.
AGENTNow let me open your claim:
AGENTHere's what I found on
CUSTOMERSure.
AGENTHere's
CUSTOMEROkay. Go Right. Please continue.
AGENTOkay. Here's your coverage: - Collision deductible: $500. - Rental reimbursement: $40 per day for up to 30 days, starting from today when the claim opened. - Towing: Covered up to 25 miles. Your claim is now open. Here are your claim details: - Policy number: NG4471902. - Other driver's license plate: 7KXR214. - Claim number: NGM-904417. - Your adjuster: Priya Shah, who will contact you within one business day. Since your car isn't safely drivable, do you need me to arrange a tow truck to pick it up?
CUSTOMERYes. Please arrange a tow truck for me. Where will the car be taken?
AGENTI can dispatch a tow truck to your location right now. The tow truck will take your car to
CUSTOMEROkay. Where will the car be taken? Will it go to a repair shop or somewhere else?
AGENTThat's a good question. The tow truck will pick up your car from where you are, but I don't have information about which repair shop it goes to. Your adjuster, Priya Shah, will contact you within one business day and can discuss the repair facility with you then. For now, let me arrange the tow. What's the best phone number for the driver to call you at?
CUSTOMERYes. Please have the driver call me at my number, which is +1 (507) 415-2146.
AGENTPerfect. Let me arrange the tow truck for you now:
AGENTGreat news. The tow truck is on its way. Here are the details: - Tow company: Eastside Towing. - ETA: 45 minutes. - Your car will be taken to: Northgate partner repair shop at 9th and Morrison. - The driver will call you at +1 (507) 415-2146. To recap everything: - Policy number: NG4471902. - Other driver's license plate: 7KXR214. - Claim number: NGM-904417. - Your adjuster is Priya Shah, and she'll contact you within one business day. Is there anything else I can help you with?
CUSTOMERYes. I have a few questions. So you mentioned a $500 deductible. But he hit me. So I should not have to pay that. Right? Also, will my premium go up because of this? And for the rental car, how do I arrange that?
AGENTThose are all good questions. Let me address them: On the $500 deductible: You're right that the other driver hit you. However, your collision deductible
CUSTOMERUh-huh. So even though he hit me, I still need to pay the $500 deductible? And about the rental car, do I just contact a local rental agency, or is there a process through Northgate? Also, will my premium increase because of this claim?
AGENTGood questions. On the deductible: Yes, even though the other driver hit you, you would pay your $500 collision deductible upfront. However, since the other driver is at fault, their insurance (Pacific Shore) should ultimately reimburse you for that deductible. Your adjuster Priya Shah will help coordinate that with the other driver's insurance. On the rental car: Your coverage includes
CUSTOMERRight. So for the rental car, do I just go to a rental and use my policy, or does Northgate arrange it for me? And about the premium, will this accident affect my rate?
AGENTThose are good questions, but I need to be honest with you: I don't have information about how to arrange the rental car or whether this claim will affect your premium. Those are things your adjuster Priya Shah can answer when she calls you within one business day. She'll be able to tell you: - How to set up the rental car reimbursement ($40 per day for up to 30 days). - Whether your premium will be affected by this claim. I want to make sure you get accurate information, so it's best to ask her directly rather than me guessing. Is there anything else I can help with right now?
CUSTOMERNo. That covers everything. Thank you for your help. Goodbye.