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.
#8 of 661 on the board · best 99%
Flow adherence
How closely the agent followed the intended conversation flow, judged per call. 5 = fully followed.
#54 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.
#315 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.
#314 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.
#448 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.
#106 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.
#188 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.
#292 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.
#403 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.
#248 of 661 on the board · best 0.45 s
Latency spikes
Turns where the response took far longer than the rest of the conversation.
#496 of 661 on the board · best 0.0 per call
By industry
| Industry | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| Healthcare | 97% | 4.89 s | — |
| Home services | 100% | 3.94 s | — |
| Insurance | 97% | 3.54 s | — |
| Customer support | 100% | 3.75 s | — |
By caller
| Caller | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| US English, quiet line | 100% | 3.35 s | — |
| Spanish-accented English, city street | 98% | 4.09 s | — |
| Indian English, busy café | 98% | 3.76 s | — |
| Southern US, flustered, crying baby | 98% | 4.96 s | — |
| Fast and interrupting, construction outside | 98% | 3.98 s | 100% |
The calls behind the numbers
Customer support
AGENTBrightwave Internet support, this is Alex. What’s going on with your service?
CUSTOMERHi, Alex. Oh, I work from home, and my Internet has been down for about two hours now. There's a road crew digging up the street outside, so I'm wondering if that's the cause. I already rebooted the gateway twice and checked every case. The Internet light is blinking orange. You help me get it back up?
AGENTI can help. Since you’ve already rebooted twice and checked the connections, I won’t ask you to repeat that. What’s your account number or the phone number on the account? I’ll check for an outage first.
CUSTOMERSure. My account number is BW883017. Sorry. Last digit is 1. And my phone number is 802521806. 2. You see if there's an outage because of the roadwork?
AGENTThanks—your corrected account number is BW883011.
CUSTOMERYes. That's right. So, do you see any out in my area? The road crew has been working right outside all morning.
AGENTThere’s no known outage or maintenance in your area. That doesn’t rule out damage from the roadwork. I’ll test your line now.
AGENTThe signal
CUSTOMEROkay. Go
CUSTOMERAlex. I didn't catch that. Could you repeat what you said? A lot of noise from the street right now.
AGENTYour line’s signal is good,
CUSTOMERAlright. So this Internet light is still blinking orange. There anything else you can check from your end? Could the road work have damaged something on the line even if the signal looks fine.
AGENTRoadwork could cause damage, but our test isn’t showing a signal problem. The gateway had lost registration; I sent a remote reset, and it now reports online. Give your devices about two minutes to reconnect, then try opening a website. Does it load?
CUSTOMERMhmm. The Internet light just went solid white. How long until my device is reconnected? I'll check a site in a couple of minutes. Also, since I lost hours of work, can I get a credit for the downtime?
AGENTYour devices should reconnect within about two minutes after the reset. The solid white light is a good sign—try a website when you’re ready. I’ve applied a $10.00 downtime credit to account BW883011. It will appear on your next bill.
CUSTOMEROkay. Thanks for that. But, I lost two hours of work today. Can you make it more than $10?
AGENTI understand—two hours offline while working is disruptive. The credit tool applied $10.00, and I don’t have a way to choose a higher amount. You can request a further review from Brightwave’s billing team; I can’t guarantee an additional credit.
CUSTOMERAlright. Got it. Thanks for your help, Alex. Goodbye.
AGENTYou’re welcome. Thanks for calling Brightwave, and goodbye!
Healthcare
AGENTRiverbend Health Clinic, this is Alex. How can I help you today?
CUSTOMERYes. Hello. I am having one derma appointment next Wednesday morning. But I need to move it because I am now working that shift. Could you please help me reschedule? My name is Arjun Neta.
AGENTOf course, Arjun Neta. Could you please give me your date of birth so I can verify your record?
CUSTOMER03/17/1948. Sorry. No. 1984. 03/17/1984.
AGENTThank you—Arjun Neta, date of birth March 17, 1984. I found your dermatology appointment with Dr. Okafor next Wednesday at 9:15 a.m. What days and times would work for you instead?
CUSTOMERI can only come up 3PM. Any day. Do you have something available after three?
AGENTDr. Okafor has Tuesday at 3:45 p.m. or Thursday at 4:10 p.m., both after 3 p.m. Which works better for you?
CUSTOMERTuesdays do not work after all. I pick up my daughter then. What about Friday? Is there anything available on Friday after 3PM?
AGENTThere isn’t an available Friday slot after 3 p.m. with Dr. Okafor. Thursday at 4:10 p.m. still fits your schedule—would that work?
CUSTOMERYes. Thursday at 04:10PM works for me. Please book that slot. Thursday at 04:10PM is fine. Kindly confirm the booking.
AGENTConfirmed, Arjun Neta—your dermatology appointment with Dr. Okafor has been moved to Thursday at 4:10 p.m., at Main Campus, Building B. Your confirmation code is RVB-3M8P2. Please arrive at 3:55 p.m. with your photo ID and insurance card.
CUSTOMERGot it. Thank you. Just a few questions. First, is there any fee for changing the appointment?
AGENTChanges made more than 24 hours
CUSTOMERUh-huh. And where should I park for the appointment?
AGENTFree patient parking is in Lot C, with the entrance on River Road. And to finish your fee question: changes made more than 24 hours before the appointment are free; changes within 24 hours carry a $40 fee.
CUSTOMERThat's clear. One last thing. Does doctor Okofo accept Aetna insurance?
AGENTI don’t have insurance acceptance information for Dr. Okafor, so I can’t confirm whether they accept Aetna. Please check with the clinic’s billing team or Aetna to confirm coverage for your specific plan.
CUSTOMERAlright. I will do that. Thank you for your help. Goodbye.
AGENTYou’re welcome,
AGENTArjun. Goodbye, and take care!
Home services
AGENTCopperline Home Services, this is Alex. What can I help you with?
CUSTOMERHi. Yes. I have a pipe under my kitchen sink that just burst. And water is spreading across the floor. It's heading toward a power strip. You send someone out to help, please?
AGENTYes—we can help. First, keep away from the power strip and any water near it. Don’t touch or unplug it, and keep everyone out of the wet area. If you can reach your electrical panel by a dry route, switch off the kitchen circuit. If you can safely reach the main water shutoff without stepping into water near electricity,
CUSTOMEROkay. Let me let me try to shut the water off now. Just to second. Yeah. I did it. Water has stopped. So can you tell me how much the visit will cost before you send someone?
AGENTGood—the water is off. Please stay away from the wet power strip. Is anyone hurt, and is the kitchen circuit off? The emergency callout is $149, or $99 for Copperline Care members. The earliest emergency arrival window is today, 2:00–4:00 PM. Before booking, what’s your phone number or service address so I can look up your account and confirm which fee applies?
CUSTOMERNo. No one is hurt. And the the kitchen circuit is off. My address is 1480 Larkspur Avenue. I just moved from Unit 4 B to Unit 4 D last month, So it should be 4 D now. My phone number is (503) 555-0139. No. Can anyone come before two?
AGENTThe earliest emergency window offered is today, 2:00–4:00 PM; I don’t have an earlier opening available. Your account shows Copperline Care membership, so your emergency callout fee is $99. I’ll use Unit 4D, not the old Unit 4B. May I book that window at the $99 callout fee? Also, is there a gate code or any access instruction?
CUSTOMERYes. Please book the 02:00 window at the $99 fee. The building gate code is Pound 2719. Who will be coming, and how will I know they're on the way? Also, I'd like to get the ticket number
AGENTYou’re booked
CUSTOMERHello? Alright. Can you give me the ticket number for this visit, please? And who will be coming out? How will I know they're on the way?
AGENTYour ticket number is CPL-58210. Dana will arrive today between 2:00 and 4:00 PM and text you at (503) 555-0139 about 30 minutes before arrival. To confirm: 1480 Larkspur Avenue, Unit 4D, gate code #2719. Your emergency callout fee is $99. Keep the water and kitchen circuit off, and stay clear of the wet power strip until Dana checks it.
CUSTOMERYes. I understand. I'll keep both off and stay away from the power strip until Dana gets here. Thank you for your help. Goodbye.
AGENTYou’re welcome.
AGENTTake care, and goodbye.
Insurance
AGENTNorthgate Mutual claims, this is Alex. Are you somewhere safe right now?
CUSTOMERYeah. I'm at home now. I just got back. My car is out front, but I can't drive it because the rear wheel's rubbing. I got a baby here, and he's fussing. So sorry if I sound flustered. Is that alright?
AGENTOf course—that’s alright. Take your time. Since the rear wheel is rubbing, please don’t drive the car. Was anyone injured in the accident, or is anyone hurt now? If anyone is hurt or in danger, please call 911 before we go further.
CUSTOMERNo. Nobody's heard. Thank goodness. It was just me and the car and my baby, but we're both okay. Is that alright? Do I need to do anything else before we start?
AGENTYes, that’s alright. Since you and your baby are safe and no one is injured, we can start. Please leave the car parked; we can arrange a tow. What’s your policy number and the policyholder’s last name? I’ll read the number back to make sure I have it right.
CUSTOMEROkay. Let me grab it real quick. My policy number is NG4471903. Oh, wait. Sorry. Last one is two. N g four four seven one nine zero two. Last name is Carter. Is that alright? Could you read it back to make sure?
AGENTYes—I have the corrected policy number as NG4471902: N, G, four, four, seven, one, nine, zero, two. Last name Carter. I’ll verify that now.
CUSTOMERYeah. I think that's right.
CUSTOMERPlease tell me that's the one you need. Carter, NG4471902. Is that okay?
AGENTYes, Carter, policy NG4471902 is verified. That’s the one I need, and it lists a 2021 Honda CR-V. When and where did the accident happen, and can you tell me what happened? Take your time.
CUSTOMERAlright. It was about twenty minutes ago. At the intersection of Sesse 5th Avenue and Alder Street. I was stopped at a red light and another car hit me from behind. The bumper's all crushed, and the rear wheel's rubbing, so I can't drive it. Police didn't come out. Is that enough, or do you need more details?
AGENTThat gives me a good start. I have that you were stopped at a red light about twenty minutes ago, another car hit you from behind, and police did not attend. Could you confirm the street name you said before “5th Avenue,” and the city? Also, do you have the other driver’s name, insurance company, and license plate? It’s okay if you don’t have all of those.
CUSTOMERYeah. I think so. Please tell me I got this right. It was S E 5th Avenue in Alder Street here in Portland. The other driver's name is Kevin Lund in with Pacific Shore. His plate is 7KXR214. That's x like x-ray. Is that alright? Do you need anything else from me?
AGENTYes, that’s helpful. I have SE 5th Avenue and Alder Street in Portland, Kevin Lund with Pacific Shore, and plate 7KXR214—seven, K, X as in X-ray, R, two, one, four. Before I open the claim, what date and approximate clock time did it happen? For the tow, please give me the address where your car is parked and a callback phone number.
CUSTOMERSorry. I can't remember the exact time. It was about twenty minutes ago. So, maybe around 01:40PM? Is that alright? Or do you need it to be more exact? The address is my home. I think it's 1432 Southeast 5th Avenue, Portland. My phone number is +1 (331) 307-1159. Is that going to be a problem?
AGENTAn approximate time is fine; I’ll note it as around 1:40 p.m. You don’t need to be more exact. I have the tow address as 1432 Southeast 5th Avenue, Portland, and your callback number as +1 (331) 307-1159. That number isn’t a problem. What date did the accident happen? And please confirm that the address is correct and you’d like me to dispatch a tow there.
CUSTOMERSorry. I think today is June 10. Please tell me that's right. And, yeah, the address is correct. 1432 Southeast 5th Avenue, Portland. Could you send a tow truck here? Is that okay?
AGENTYes—the tow is dispatched. I can’t independently confirm today’s date, so I recorded June 10 at about 1:40 p.m. as your approximate date and time. Your claim number is NGM-904417—N, G, M, dash, nine, zero, four, four, one, seven. Your assigned adjuster is Priya Shah, with contact expected within one business day. Eastside Towing is expected in about 45 minutes at 1432 Southeast 5th Avenue, Portland. They’ll take the car to the Northgate partner repair shop at 9th and Morrison and have your callback number. Please leave the car parked until the tow arrives.
CUSTOMERRenee, thank you. Sorry. Is there anything I need to pay right now? Like, do I have a deductible since he hit me? And, will I get a rental car? Also, is my premium gonna go up because of this? I just wanna make sure everything's covered.
AGENTYou’re welcome. Here’s what your policy shows: - Collision deductible: $500. Being hit by someone else doesn’t let me promise it will be waived or recovered; Priya can explain how it applies to your claim. - Rental coverage: $40 per day for up to 30 days, starting the day the claim is opened. A rental hasn’t been reserved yet. - Towing: Covered up to 25 miles. I haven’t confirmed the tow distance or any charge beyond that. I don’t have a confirmed payment due right now, and I can’t promise everything will be covered. I also can’t determine whether your premium will change from this coverage information. Your adjuster can help clarify the claim costs and who can answer the premium question.
CUSTOMERAlright. Thanks for explaining it. Sorry. But since he hit me, shouldn't I not have to pay the deductible? Or, Priya will let me know if it gets waived? And for the rental, do I just wait for Priya to call, or can I book it myself? Just wanna make sure I'm not missing anything. Is there anything else I need to do right now?
AGENTNo need to apologize—you’re asking sensible questions. Deductible: Your policy lists a $500 collision deductible. I can’t confirm that it will be waived just because the other driver hit you. Priya can explain whether it applies and whether it might be recovered from the other driver’s insurer. Rental: Your coverage is $40 per day for up to 30 days, starting when the claim was opened. I don’t have the booking or reimbursement requirements, so before booking yourself, confirm those with Priya or Northgate. I wouldn’t want you to pay for something assuming it
CUSTOMERAlright. I appreciate you clearing that up. I'll wait to hear from Priya about the deductible and rental stuff. Is there anything else I need to do or just wait for her to call?
AGENTFor now, you can wait for Priya’s call, expected within one business
AGENTday, and the tow truck. A few helpful things in the meantime: - Keep the car parked and your phone nearby for the tow driver. - If safe, take photos of the damage and save the other driver’s details and any receipts. - Before booking a rental, confirm the booking and reimbursement requirements with Northgate or Priya. Keep your claim number handy: NGM-904417—N, G, M, dash, nine, zero, four, four, one, seven. If you or your baby develop symptoms, seek medical care; call 911 if it’s an emergency.