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.
#51 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.
#1 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
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.
#21 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.
#58 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.
#183 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.
#63 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.
#537 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.
#566 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.
#536 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.
#73 of 661 on the board · best 0.45 s
Latency spikes
Turns where the response took far longer than the rest of the conversation.
#220 of 661 on the board · best 0.0 per call
By industry
| Industry | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| Healthcare | 97% | 4.85 s | — |
| Home services | 92% | 4.89 s | — |
| Insurance | 98% | 4.80 s | — |
| Customer support | 100% | 3.94 s | — |
By caller
| Caller | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| US English, quiet line | 98% | 3.29 s | — |
| Spanish-accented English, city street | 96% | 5.01 s | — |
| Indian English, busy café | 98% | 3.92 s | — |
| Southern US, flustered, crying baby | 98% | 4.87 s | — |
| Fast and interrupting, construction outside | 94% | 5.04 s | 100% |
The calls behind the numbers
Customer support
AGENTBrightwave Internet support, this is Alex. What’s going on with your service?
CUSTOMERHi, yes, I'm calling because my internet has been down for about 2 hours now. I work from home and there's a road crew digging up the street outside. The gateway's internet My internet light is blinking orange. I already rebooted the gateway twice and checked every cable. Could you check if maybe the roadwork is causing this? My account number is BW 883017. Sorry, last digit is 1.
CUSTOMERHello?
CUSTOMERAre you still there?
AGENTYes, I'm right here! I have your account pulled up as BW-883011. There are no reported outages or maintenance in your area, and the signal reaching your home looks good. Since your gateway wasn't registered on the network, I sent a remote reset. It has successfully re-registered and is now showing online. It typically takes about two minutes for your devices to fully reconnect. Could you check if your gateway light has changed from blinking orange to solid green/white?
CUSTOMEROkay, one moment. Ooh, yeah, the light just went solid white now. How long until everything reconnects? And, um, since I lost 2 hours of work, can I get a credit for the downtime?
AGENTYour devices should automatically reconnect within about two minutes. I've also applied a $10.00 service credit to your account, BW-883011, for the downtime, which will appear on your next bill. Are your devices connecting, or is there anything else I can help you with today?
CUSTOMERAll right, thank you. 2 minutes is fine. Oh, about the credit— $10? I lost 2 hours of work. Can you make it more than that?
AGENTI understand your frustration, especially while working from home. The $10.00 courtesy credit applied to account BW-883011 is the standard maximum credit our system allows me to issue for downtime. It will be reflected on your next statement. Please let me know once your devices are back online,
CUSTOMERUh-huh, I see. Yes, that's fine. My devices are reconnecting now. Thanks for your help, Alex. Goodbye.
Healthcare
AGENTRiverbend Health Clinic, this is Alex. How can I help you today?
CUSTOMERHey, I'm sorry, I'm a little flustered. My baby's losing it in the next room. I, uh, I've got an appointment with dermatology next Wednesday morning, but I just found out I gotta work then. Can I please move that to sometime after 3 PM? My name's Wade Carter.
AGENTHi Wade, no problem at all. I can certainly help you reschedule that appointment. To get started and look up your chart, could you please share your date of birth?
CUSTOMEROh yeah, sure. It's March 17th, 1948. Sorry, no, that's not right. It's 1984. March 17th, 1984. Is that okay?
CUSTOMERHello?
AGENTThanks for waiting, Wade. I have you verified with your date of birth as March 17th, 1984. I see your current dermatology appointment with Dr. Okafor is scheduled for next Wednesday at 9:15 AM. There are no openings on Wednesday afternoon, but for slots after 3:00 PM, Dr. Okafor has:
- Thursday at 410 PM
- Tuesday at 345 PM
Would either of those times work for you?
CUSTOMERSorry, I wish Tuesday would work, but I have to pick up my daughter then. Is Thursday at 4:10 PM still open? If not, um, what about Friday?
CUSTOMERHello?
CUSTOMERAre you still there?
AGENTYes, I'm right here! Yes, Thursday at 4:10 PM was available, so I have rescheduled your appointment with Dr. Okafor for Thursday at 4:10 PM. Your confirmation code is RVB-3M8P2. Please plan to arrive 15 minutes early with your photo ID and insurance card. Is there anything else I can help you with today, Wade?
CUSTOMERThank you, I really appreciate it. I just want to double-check, there's not some kind of fee for changing my appointment, is there? Sorry, I just get nervous about that stuff. And, um, could you tell me where I should park when I come in?
AGENTNo need to worry—there is no fee! Changes made more than 24 hours in advance are completely free; fees of $40 only apply to changes made with less than 24 hours' notice. As for parking, there is free patient parking in Lot C, with the entrance located on River Road.
CUSTOMERThat helps a lot. Thank you. Just one more thing. Does Dr. Okafor take Aetna insurance? I want to make sure I'm covered before I come in.
AGENTI don't have access to specific insurance network details in my scheduling system, so I can't confirm whether Dr. Okafor is in-network with Aetna. I recommend checking directly with Aetna or contacting our billing department to verify your coverage before your visit. Is there anything else I can assist you with today, Wade?
CUSTOMEROh, that should cover it. Thanks for walking me through all that. And just to be sure, my new appointment is Thursday at 4:10 PM with Dr. Okafor, confirmation code RVB-3M8P2, right? Sorry, I just like to double-check.
AGENTThat is exactly right: Thursday at 4:10 PM with Dr. Okafor, under confirmation code RVB-3M8P2. You're all set, Wade. Take care, and have a great rest of your day!
Home services
AGENTCopperline Home Services, this is Alex. What can I help you with?
CUSTOMERHey Alex, I need emergency plumbing. There's a burst pipe under my kitchen sink and water is spreading across the floor heading straight for a power strip. I haven't shut the water off yet, but I really need someone out here as soon as possible.
AGENTPlease stay completely clear of that power strip and any standing water near it right now. Do not touch electrical cords or outlets with wet hands
CUSTOMERYep, I know, I'm staying. Yeah, got it. Can you send someone right away? I really need this fixed fast.
AGENTIf you can do so safely without stepping into the water, please shut off your main water valve right away, or turn the shutoff valve under the kitchen sink. To get a technician out to you, what is your phone number or street address?
CUSTOMERSure, I'm doing that now. The water's off. My address is 1480 Larkspur Avenue. I just moved. I'm in unit 4D, not 4B. My phone number is 503-555-0139.
CUSTOMERNo, 0193.
AGENTDo you have a gate code or any access instructions for getting into the building?
CUSTOMERYes, the gate code is #2719.
AGENTGlad to hear the water is off. Our earliest emergency window is today between 2:00 PM and 4:00 PM. Since you're a Copperline Care member, your emergency
CUSTOMERI need someone before 2, if possible. What's the cost for the visit?
CUSTOMERReally need someone before 2, if possible. Is there any way you can get a technician out sooner?
AGENTThe earliest emergency window available is today between 2:00 PM and 4:00 PM. As a Copperline Care member, your discounted emergency callout fee is $99. Would you like me to book the 2:00 PM to 4:00 PM window
CUSTOMERRight.
CUSTOMERYeah, book that window. Who's coming out, and how will I know they're on the way? Also, what's the ticket number for this visit?
AGENTYou are all booked. Technician Dana will be coming out, and you'll receive a text update at your callback number 30 minutes before arrival. To confirm all your details:
- Service Address1480 Larkspur Avenue, Unit 4D
- Gate Code#2719
- Callback Phone503-555-0193
- Arrival WindowToday, 2:00 PM to 4:00 PM
- Ticket NumberCPL-58210
Please continue to stay away from the wet area near the power strip until Dana arrives. Let me know if you need anything else!
CUSTOMERThat's all I needed. Thanks, Alex. Goodbye.
AGENTYou're very welcome. Stay safe, and have a good day! Goodbye.
Insurance
AGENTNorthgate Mutual claims, this is Alex. Are you somewhere safe right now?
CUSTOMERYeah, I'm at home right now. Sorry, my baby's fussing a bit in the background, but I'm okay. Nobody's hurt, just a little shaken up. Is that all right?
AGENTI'm glad to hear you're safe and that nobody was hurt. Please take all the time you need with your baby—there is no rush at all. Whenever you're ready, could you share your policy number and your last name so I can look up your account?
CUSTOMERI really appreciate that. I'm a little flustered, so let me just— okay, my policy number is NG4471903. No, sorry, last one is 2. And my last name is Carter. Is that gonna be enough to pull it up?
AGENTThank you, Mrs. Carter. I have verified your policy, NG4471902, for your 2021 Honda CR-V.
Whenever you're ready, could you tell me when and where the accident happened, and what took place?
CUSTOMEROh, actually, it's Mr. Carter, but that's fine. So this just happened about 20 minutes ago. I was stopped at a red light at Southeast 5th Avenue and Alder Street. And another car hit me from behind. The back bumper's crushed and the rear wheel is rubbing, so I can't really drive it. Nobody's hurt, but, uh, the police didn't come out. Is that all you need, or do you need more details?
AGENTMy apologies, Mr. Carter! Thank you for that information. Do you have the other driver's name, their insurance company, and their license plate number? Also, since the rear wheel is rubbing and the car isn't drivable, where is the car parked right now, and would you like me to arrange a tow truck for it?
CUSTOMERNo worries, thank you for asking. Yeah, I've got the other driver's info. His name is Kevin Lund. He's insured with Pacific Shore, and his license plate is 7KXR2. CR214X, like x-ray. The car's at my house right now. That's where I managed to get it, but I can't drive it any further. And yes, please, I do need a tow truck. Could you let me know where it'll be taken to? Also, um, how much am I gonna have to pay for all this?
AGENTThank you, Mr. Carter. I have everything set up for you. Here are the details we have recorded:
Policy NumberNG4471902
Other Vehicle's License PlateCR214X
Claim NumberNGM-904417
Your claim has been opened and assigned to adjuster Priya Shah, who will reach out within one business day. Regarding your tow and costs
Tow DispatchEastside Towing has been dispatched to your home. Their estimated arrival is within 45 minutes, and they will take your CR-V to our partner repair shop at 9th and Morrison. Towing Coverage: Towing is covered up to 25 miles under your roadside towing coverage. Collision Deductible: Your policy has a $500 collision deductible. Rental Coverage: You also have rental reimbursement coverage of $40 per day for up to 30 days, starting from today. Could you please confirm the best phone number for the tow driver to reach you at?
CUSTOMERUh, yeah, I think that's right. But just to be sure, my phone number is 802-589-8350. Is that okay? And, um, about the deductible, You said $500, but since he hit me, I shouldn't have to pay that, right? Also, is my premium gonna go up because of this?
AGENTThank you, Mr. Carter. I have updated your callback number to 802-589-8350 for the tow driver. Eastside Towing is still scheduled to arrive within about 45 minutes to take your CR-V to the shop at 9th and Morrison. Regarding your deductible: if you repair your vehicle through your collision coverage with Northgate, the $500 deductible applies upfront. However, your assigned adjuster, Priya Shah, will work with the other driver's insurance (Pacific Shore) to recover that deductible for you if they accept fault. As for your premium, rate decisions and premium impacts are handled by underwriting and cannot be determined during claims intake. Your adjuster Priya Shah can discuss the next steps and liability details when she reaches out within one business day. Is there anything else I can assist you with right now?
CUSTOMEROkay, I guess that makes sense. Sorry, I just get nervous about these things. So I'll have to pay the $500 upfront, but I might get it back once they sort out who's at fault? Someone named Priya Shah will call me about all that. Right? No, I think that covers it for now. Thanks for your help, and, uh, I'll keep an eye out for the tow truck and the adjuster's call. Goodbye.
AGENTThat's exactly right, Mr. Carter. It is completely normal to feel nervous after an accident, but Priya Shah will guide you through the rest of the process and reach out within one business day. Take care of yourself and your little one, and have a good rest of your day. Goodbye!