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
66 / 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.
#43 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.
#384 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.
#180 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.
#131 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.
#134 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.
#522 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.
#563 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.
#301 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.
#109 of 661 on the board · best 0.45 s
Latency spikes
Turns where the response took far longer than the rest of the conversation.
#535 of 661 on the board · best 0.0 per call
By industry
| Industry | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| Healthcare | 92% | 3.53 s | — |
| Home services | 95% | 3.60 s | — |
| Insurance | 100% | 3.44 s | — |
| Customer support | 100% | 3.50 s | — |
By caller
| Caller | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| US English, quiet line | 100% | 3.34 s | — |
| Spanish-accented English, city street | 94% | 3.30 s | — |
| Indian English, busy café | 96% | 3.68 s | — |
| Southern US, flustered, crying baby | 96% | 3.68 s | — |
| Fast and interrupting, construction outside | 98% | 3.23 s | — |
The calls behind the numbers
Customer support
AGENTBrightwave Internet support, this is Alex. What’s going on with your service?
CUSTOMERHi, my internet has been down for a couple hours. There's a road crew digging up the street outside, and I'm wondering if that's the cause. I work from home, so I really need it back up. I already rebooted the gateway twice and checked all the cables. The internet light is blinking orange. Can you check what's going on? My account number is BW883017. Sorry, last digit is 1.
AGENTThanks. I'll use BW883011 as the corrected account number and pull it up now.
AGENTFound
CUSTOMERYeah, that's right. Go ahead and check. Is the outage because of the road crew?
CUSTOMERHello?
AGENTSorry for the pause. The remote reset worked, and your gateway now shows as registered and online. It can take about two minutes for your devices to reconnect, so the orange light should turn solid and your connection should come back shortly. The road crew wasn't the cause. The line signal tested good, and the gateway had just dropped its registration. Can you check whether you're back online? If it's still down in a few minutes, I'll schedule a technician.
CUSTOMEROkay, the light just went solid white. How long until my devices reconnect? And since I lost 2 hours of work, can I get a credit for the downtime?
AGENTA solid white light means the gateway is fully connected. Your devices should reconnect within a couple of minutes. If one doesn't, turn its Wi-Fi off and on, or restart it. I'll apply the credit for the downtime now.
CUSTOMERGot it. I'll restart any devices if needed. How much is the credit? I lost 2 hours of work. Can you make it more than that?
AGENTThe credit is $10.00 on account BW883011, and it will appear on your next bill. I can't raise that amount myself. The tool I have applies a fixed credit and doesn't let me change it. I'm sorry about the two hours of lost work. If you'd like a larger adjustment, you can ask for a billing review. I don't want to promise an outcome I can't back up. Is everything reconnected on your end?
CUSTOMERYes, everything's back online now. Thanks for your help. Goodbye.
Healthcare
AGENTRiverbend Health Clinic, this is Alex. How can I help you today?
CUSTOMERHey, uh, hi. Sorry, I've got a baby crying in the background, so I'm a little all over the place. I need to reschedule my dermatology appointment for next Wednesday morning. I just found out I've got a work shift then, so I can't make it. Can you help me move it to sometime after 3 PM?
AGENTNo problem at all, I can help with that. First I need to verify you. Can I get your full name and date of birth? One thing to confirm: you said the appointment is next Wednesday morning, and you'd like to move it to after 3 PM. Do you want it on the same Wednesday, or any day that works?
CUSTOMEROh, uh, sorry. Yeah, my name's Wade Carter. My birthday is March 17th, 1948. Sorry, no, 1984. March 17th, 1984. Yeah, I need to move it to any day after 3 PM, not just Wednesday. Wednesday won't work for me anymore. Is that okay?
AGENTThat's fine, and thanks for the correction. I'll use 1984.
AGENTThanks, Wade, you're verified.
CUSTOMERAll right.
CUSTOMEROkay, just making sure. Did you get all my info right? I'm a little worried about things getting mixed up. So, uh, what times do y'all have open after 3 PM?
AGENTYes, I have you as Wade Carter, date of birth March 17th, 1984. I found your dermatology appointment with Dr. Okafor next Wednesday at 9:15 AM at Main Campus, Building B. Let me check what's open.
AGENTHere is what Dr.
CUSTOMEROkay.
AGENTSorry, I got cut off there. Dr. Okafor has two openings after 3 PM: - Tuesday at 3:45 PM. - Thursday at 4:10 PM. Would either of those work for you?
CUSTOMERUm, actually, sorry, Tuesdays don't work for me after all. I pick up my daughter then. Is there anything open on Friday? If not, I guess Thursday at 4:10 PM would be all right. Is that okay?
AGENTFriday's only opening with Dr. Okafor is at 11:30 AM, which is before your 3 PM cutoff, so I can't offer that one. Thursday at 4:10 PM fits. Do you want me to move your dermatology appointment with Dr. Okafor from next Wednesday at 9:15 AM to Thursday at 4:10 PM?
CUSTOMERYeah, that sounds right. Sorry, I just want to make sure— there's no fee for changing the appointment, is there?
AGENTLet me check the policy before we make the change.
CUSTOMERAll right, sure.
AGENTGood news: changes made more than 24 hours before the appointment are free. Yours is next Wednesday, so there's no fee. I'll move it now.
AGENTYou're all set,
CUSTOMEROkay.
CUSTOMERAll right, sorry to keep asking, but where should I park when I come in for my appointment?
AGENTYour dermatology appointment with Dr. Okafor is now Thursday at 4:10 PM, at Main Campus, Building B. Your confirmation code is RVB-3M8P2. Please arrive 15 minutes early with a photo ID and your insurance card. For parking, there's free patient parking in Lot C, with the entrance on River Road. Is there anything else I can help you with?
CUSTOMERYeah, just one more thing. Does Dr. Okafor accept Aetna insurance? Sorry, I just want to make sure before I come in.
AGENTI can't confirm that. I don't have access to insurance or provider network information. The best way to check is to call the number on the back of your Aetna card or look up Dr. Okafor in Aetna's provider directory. You can also ask the front desk when you arrive, but it's better to know before the visit. Is there anything else I can help with?
CUSTOMERNo, I think that covers it. Sorry for all the questions. I just get a little anxious about these things. Thanks for your help, and, uh, have a good day.
AGENTNo need to apologize, Wade. Those were all good questions. Your appointment is Thursday at 4:10 PM with Dr. Okafor, and your confirmation code is RVB-3M8P2. Take care, and good luck with the little one!
Home services
AGENTCopperline Home Services, this is Alex. What can I help you with?
CUSTOMERHey,
CUSTOMERI've got a burst pipe under my kitchen sink. Water's spreading across the floor, heading straight for a power strip. I need someone out here as soon as possible. It's urgent.
AGENTSafety first, before anything else: 1. Don't touch the power strip or anything plugged into it, and stay out of the standing water near it. 2. If you can reach the breaker panel without walking through water, switch off the kitchen circuits, or the main breaker if you're unsure. 3. Shut off the water. First try the valves under the sink (turn clockwise). If that doesn't work, shut off the main water valve, usually where the line enters your home, near the water heater, or by the meter. Is anyone in danger right now, and were you able to get the water shut off? While you do that, what's the best phone number to reach you? I'll pull up your account.
CUSTOMERI'm shutting the water off now. It stopped. No one's hurt. Callback number is 503-555-0139.
CUSTOMERNo, 0193. Let's move quick. Need this handled.
AGENTGlad the water's stopped. I'll use 503-555-0193.
CUSTOMERGot it.
CUSTOMERRight, it's 503-555-0193, not 0139. Can you pull up my account now? I need someone out here fast.
AGENTPulling up your account now.
AGENTFound
CUSTOMEROkay, go ahead. I need the earliest emergency window.
AGENTI found your account. Before I book, I need to confirm a few things. The earliest emergency window is today, 2:00 PM to 4:00 PM. As a Copperline Care member, your emergency callout fee is $99, instead of the standard $149.
CUSTOMERGot it. Can anyone come before 2? I really need it handled as soon as possible.
AGENTI understand the urgency. The 2:00 to 4:00 PM window today is the earliest the system shows, and I can't promise
CUSTOMERAll right, I get it. Just tell me, any chance someone can get here before 2? If not, book the 2 o'clock window. Who's coming and how will I know they're on the way?
AGENTI can't promise anything before 2:00 PM. That window is the earliest
CUSTOMERRight.
CUSTOMERFine, book me for 2 o'clock. Who's coming out, and how will I know they're on the way? I need the ticket number too.
AGENTBefore I open the ticket, I need to confirm the address on file, 1480 Larkspur Avenue, Unit 4B. Is that correct, and is there a gate code or access instructions the technician needs? I'm booking the 2:00 to 4:00 PM window today at the Copperline Care emergency callout fee
CUSTOMERNo.
CUSTOMERI moved to Unit 4D last month, so it's 1480 Larkspur Avenue, Unit 4D. Gate code is #2719.
AGENTThanks, I'll use Unit 4D and gate code #2719. Opening the ticket now.
AGENTTicket's
CUSTOMERRight.
CUSTOMERThe gate code—
CUSTOMERcode is #2719. Can you give me the ticket number and who's coming out?
AGENTYou're booked. Here's everything: - Ticket number: CPL-58210. - Technician:
CUSTOMERRight.
AGENTSorry about
Insurance
AGENTNorthgate Mutual claims, this is Alex. Are you somewhere safe right now?
CUSTOMERYes, I am safe. I am standing next to my car outside a cafe. The accident happened about 20 minutes ago. Nobody is hurt.
AGENTI'm glad you're safe and that nobody was hurt. I'll help you get a claim started. Could you give me your policy number and the last name of the policyholder so I can verify the policy?
CUSTOMERSure, my policy number is NG4471903. No, sorry, last one is 2. The last name is Mehta.
AGENTThanks. I'll use the corrected number, NG4471902, and verify it now.
CUSTOMERYes, that's right. Go ahead.
AGENTThank you, Mr. Mehta. Your policy NG4471902 is verified for the 2021 Honda CR-V. Next I need some details about the accident: 1. Where exactly did it happen? You mentioned a cafe, so the address or cross streets would help. 2. What happened? 3. Who was the other driver? I need their name, their insurer, and their license plate number. 4. Did police
CUSTOMERYeah.
CUSTOMERUh-huh, I will answer those questions. The accident happened at the intersection of SE 5th Avenue and Alder Street. I was stopped at a red light and another car hit the back of my car. The back bumper is crushed and the rear wheel rubs, so I cannot drive it. The police did not come. The other driver is Kevin Lund. He is insured with Pacific Sure, the license plate is 7KX, like X-ray, R214.
AGENTThanks, that's very helpful. Let me read back the plate to make sure I have it right: 7-K-X-R-2-1-4. Is that correct? Since the car can't be driven with the rear wheel rubbing, I'll also set up a tow. To do that, I need to confirm where the car is now. Is it at the intersection of SE 5th Avenue and Alder Street, or at the cafe? If it's at the cafe, what's the cafe's name or address? Also, what's the best phone number for the tow driver to reach you?
CUSTOMERYes, the plate is correct. 7KX, like X-ray, R214. The car is still at the intersection of SE 5th Avenue and Alder Street, right where the accident happened. My best phone number is 660-204-1671.
AGENTI'll open the claim and arrange the tow now. I'll also check your coverage.
CUSTOMEROkay, kindly let me know about the deductible and if I will get a rental car. Also, will my premium go up?
AGENTI still need to open the claim and arrange the tow, so I'll do both now.
AGENTDo
CUSTOMERRight, please go ahead. I am waiting.
AGENTThanks for your patience. I'll open the claim now.
CUSTOMEROkay, kindly let me know once it is done.
AGENTIt's done,
CUSTOMERAha. What is the claim number, please?
AGENTYour claim number is NGM-904417. That's N-G-M, then 9-0-4-4-1-7. Here is where everything stands: - Claim: Opened under policy NG4471902. Your adjuster is Priya Shah, who will contact you within one business day. - Tow: Eastside Towing is on the way to SE 5th Avenue and Alder Street. The estimated arrival is about 45 minutes. They'll take the car to the Northgate partner repair shop at 9th and Morrison. Towing is covered up to 25 miles under your policy. They have your number, 660-204-1671.
CUSTOMERYeah.
CUSTOMERThat's right, 1671.
AGENTThanks for confirming. I also owe you answers on your other questions: - Deductible: Your collision deductible is $500. - Rental car: Yes, your policy includes rental reimbursement at $40 per day for up to 30 days, counted from the day the claim was opened, which is today. - Premium: I can't tell you whether your premium will change. I don't have that information, and I don't want to guess. Priya Shah, your adjuster, or your agent can tell you more. Please stay safe near the car until the tow arrives. Do you have any other questions I can help with?
CUSTOMERNo, that covers everything. Thank you for your help. Goodbye.
AGENTYou're welcome, Mr. Mehta.
AGENTYour claim number is NGM-904417, and Priya Shah will be in touch within one business day. Take care, and goodbye.