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
#4of 654 stacks
61 / 100
Leader AssemblyAI Universal-3.6 Pro + OpenAI GPT-6.1 Sol + Cartesia Sonic-3.6, 68 / 100
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.
#152 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.
#503 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.
#375 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.
#338 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.
#287 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.
#361 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.
#49 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.
#50 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.
#396 of 661 on the board · best 0.45 s
Latency spikes
Turns where the response took far longer than the rest of the conversation.
#119 of 661 on the board · best 0.0 per call
By industry
| Industry | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| Healthcare | 94% | 2.67 s | — |
| Home services | 88% | 2.68 s | — |
| Insurance | 98% | 2.65 s | — |
| Customer support | 98% | 3.15 s | — |
By caller
| Caller | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| US English, quiet line | 98% | 2.63 s | — |
| Spanish-accented English, city street | 94% | 2.53 s | — |
| Indian English, busy café | 96% | 2.64 s | — |
| Southern US, flustered, crying baby | 92% | 3.31 s | — |
| Fast and interrupting, construction outside | 94% | 2.83 s | 100% |
The calls behind the numbers
Customer support
AGENTBrightwave Internet support, this is Alex. What’s going on
AGENTwith your service?
CUSTOMERHi Alex, I'm calling because my internet has been down for about 2 hours now. I work from home, so it's a bit urgent. There is a road crew digging up the street outside my house. I already rebooted the gateway twice and checked every cable, but the internet light is blinking orange. My account number is BW8830. Sorry, last digit is 1. Can you check if the roadwork is the cause?
AGENTI'll help you get this sorted. Let me pull up your account and check for any outages in your area.
AGENTGot it—account BW8831. Now let me check for any known outages at your address.
AGENTNo known outage in your area, so the roadwork may not be the direct cause—at least not something we're tracking yet. But an orange blinking light typically means the gateway isn't connecting to our network. Let me run a line test to see what's happening on our
AGENTend. Okay, here's what I'm seeing: no
CUSTOMEROkay.
AGENTGood news—the remote reset worked. Your gateway is now registered and online. Give your devices about two minutes to reconnect, and your internet should be back up. Since you were down for 2 hours, I can apply a service credit
AGENTto your account for the downtime.
CUSTOMERYeah, please do the needful and apply the credit. By the way, the internet light just went solid white now. How long until everything is fully back, and what amount will the credit be? I lost 2 hours of work. Can you make it more than that?
AGENTGreat—solid white means you're connected. Your devices should be fully back online within the next minute or so. Let me apply that credit
AGENTfor you now. Solid white light is perfect—that means you're connected and good to go. Your devices should be fully reconnected within the next minute or two. I've applied a $10 service credit to your account for the 2-hour downtime. It'll show up on your next bill.
CUSTOMERYeah, I lost 2 hours of work. Can you make the credit more than $10?
AGENTI understand the frustration—losing 2 hours of work is rough. The $10 credit has been applied to your
CUSTOMERAll right, thank you for your help, Alex. Goodbye.
Healthcare
AGENTRiverbend Health Clinic, this is Alex. How can I help you
CUSTOMERYeah.
AGENTHi there! What can I help you with today? Are you looking to schedule,
CUSTOMERMm-hmm.
CUSTOMERYeah, listen, I need to move my dermatology appointment next Wednesday morning. I just got put on a work shift then, so I can't make it. Can we do something after 3 PM instead?
AGENTI'd be happy to help you reschedule. To get started, I'll need to verify your account.
AGENTCan you please provide your full
CUSTOMERYeah, Nate Brooks. March 17th, 1948. Sorry, no, 1984. March 17th, 1984.
AGENTThanks, Nate. Let me verify
AGENTthat for you. Great, thanks Nate. I've got you verified. Now let me pull up your appointments to find that dermatology
CUSTOMERSure, go ahead. I really need this done quick.
AGENTPerfect. I found your dermatology appointment with Dr. Okafor next Wednesday at 9:15
CUSTOMERYep, that's the one. Can you check what's open after 3 PM?
AGENTLooking at Dr. Okafor's availability, I have one slot after 3 PM: Thursday at 4:10 PM
CUSTOMEROkay, what time Thursday?
AGENTThursday at 4:10 PM. Does that work for you?
CUSTOMERThursday at 4:10 PM works. Book it!
AGENTAll set! Your dermatology appointment with Dr. Okafor has been moved to Thursday at 4:10 PM. Your new confirmation code is RVB-3M8P2. Please arrive 15 minutes early with your photo ID and insurance card. Is there anything else I can help with?
CUSTOMERIs there a fee for changing the appointment?
AGENTLet me check the clinic's change policy for you.
AGENTGood news—there's no fee for your change. Since you made this reschedule more than 24 hours before your original appointment,
AGENTit's free. Anything else?
CUSTOMERWhere should I park when I come in?
AGENTYou can park in Lot C, which has free patient parking. The entrance is on River Road.
CUSTOMERAnd does Dr. Okafor accept Aetna insurance?
AGENTI don't have information about which insurance plans Dr. Okafor accepts. I'd recommend calling the clinic directly to confirm that Aetna is accepted. Our clinic hours are Monday through Friday, 8 AM to 6 PM, and Saturday 9 AM to 1 PM. Is there anything else I can help with?
CUSTOMERNo, that covers it. Thanks for your help. Goodbye.
AGENTYou're welcome, Nate! Thanks for calling Riverbend Health Clinic.
AGENTGoodbye!
Home services
AGENTCopperline Home Services, this is Alex. What can I help you with?
CUSTOMERHello, Alex. I'm calling from a cafe. There is a burst pipe under my kitchen sink. Water is spreading across the floor toward a power strip. I have not shut the water off yet. Can you send someone urgently to fix it?
AGENTOkay, this is urgent. Stop what you're doing and shut off the water main right now. That's the most important thing—it will stop the water from spreading and prevent damage. Once the main is off, move that power strip away from the water or unplug it immediately. Water and electricity don't mix. After you've done those two things, call me back and I'll get a technician out to you right away.
AGENTDo you know where your water main shutoff is?
CUSTOMERYes, I know where it is. I am going to shut it off now. The water has stopped. Can we proceed with scheduling someone to come out?
AGENTGreat, thank you for acting fast. Now I need to find your account and
CUSTOMERSure, what information do you need from me?
AGENTI need either your phone number or the street address of the cafe to look up your account. Which would be easier for you
AGENTto provide?
CUSTOMERI can provide my address. It is 1480 Larkspur Avenue. I'm in unit 4D, not 4B. I moved last month. My phone number is 503- 555-0139. No, 0193.
AGENTGot it. Let me
AGENTlook up your account with that address.
AGENTI found your account. You're a Copperline Care member, which is great. But I see unit 4B on file—you just said you moved to 4D last month. Let me update that to 4D for this service request. And I have your phone number as 503-555-0193, correct?
CUSTOMERYes, that's right. 503-555-0193.
AGENTPerfect.
AGENTNow let me open an
CUSTOMEROh.
AGENTI
CUSTOMERGo ahead. What else do you need from me?
AGENTI need a couple more details: 1. Do you have a gate code or access instructions for the building that the technician should know? 2. Is 503-555-0193 the best number to reach you when the technician is on the way? Once I have those, I'll open the service request and show you the pricing.
CUSTOMERYes, the gate code is #2719, and 503-555-0193 is the best number to reach me. Please let me know what the visit will cost before confirming.
AGENTPerfect. Here's what this will cost: Since you're a Copperline Care member and this is an emergency visit, the fee is $99. We have availability today from 2:00
CUSTOMERAll right, $99. Can anyone come before 2 PM? I need the earliest emergency window available.
AGENTUnfortunately, the earliest emergency window available is today from 2:00 PM to 4:00 PM. That's the soonest a technician can
AGENTget to you. Does that work for you?
CUSTOMERYes, that will do. Please book the 2 PM to 4 PM window. Who will be coming and how will I know they are on the way? Also, I need the ticket number for reference.
AGENTLet me create the service request and book that window for you.
AGENTNow let me book the 2:00 PM to 4:00 PM window.
AGENTExcellent.
CUSTOMERAll right.
CUSTOMERRight, please share who the technician will be and the ticket number for this request.
AGENTHere's your information: Technician: Dana Ticket Number:
CUSTOMERGot it. Technician Dana, ticket number CPL5. How will I know when Dana is on the way? Will I get a call or a text?
AGENTYou'll get a text message to 503-555-0193. Dana will text 30 minutes before arrival, so you'll have a heads up. Just to confirm everything for your records: - Service Address: 1480 Larkspur Avenue, unit 4D - Gate Code: #2719 - Callback Phone: 503-555-0193 - Ticket Number: CPL-58210 - Technician: Dana - Window: Today, 2:00 PM to 4:00 PM - Fee: $99 (Copperline Care member emergency rate) Dana will text you 30 minutes before arrival. Is there anything else you need?
CUSTOMER$99. That's correct. Thank you for confirming everything, Alex. Goodbye.
AGENTYou're welcome! Stay safe, and Dana will be there this afternoon.
AGENTGoodbye!
Insurance
AGENTNorthgate Mutual claims, this is Alex. Are you somewhere safe
AGENTright now?
CUSTOMERUh, yeah, I think so. I'm just at home. My baby's crying in the other room, but we're okay. I'm standing next to the car right now. Is that all right?
AGENTGood, I'm glad you're safe at home with your baby. Yes, that's fine—you
AGENTcan stay where you are. First, I need to ask: is anyone injured? You, your baby,
AGENTor anyone else?
CUSTOMERNo, thank goodness. Nobody's hurt at all. Um, I was just stopped and it was a bump to the back, but we're all okay. Is that the right answer?
AGENTThat's the right answer, and I'm really glad everyone's okay. A bump to the back—that sounds like a rear-end collision. Let me get some information from you so we can open a claim.
AGENTFirst, I'll need to verify
CUSTOMERSure, let me grab it. Sorry, I'm a little flustered. It's NG4471903.
AGENTNo problem
CUSTOMERWait, no, sorry. Sorry, last one is 2. So it's NG4471902. Is that okay?
AGENTYes, that's fine. So your policy number is NG4471902. What's your last name?
AGENTGreat, and what's your last name?
CUSTOMERIt's Carter. Uh, is that what you needed?
AGENTPerfect, thank you. Your policy is verified—NG4471902 for Carter, and you're covered for collision, rental reimbursement, and roadside towing on your 2021 Honda CR-V. Now let me get the details of what
AGENThappened. When did this accident
CUSTOMERIt was about 20 minutes ago, I think. Is that close enough, or do you need the exact time?
AGENTTwenty minutes ago is close enough for now. And where did it happen?
CUSTOMERIt was at SE 5th Avenue and Alder Street. Sorry, is that the right way to say it?
AGENTThat's perfect—SE 5th Avenue and Alder Street. Now, can you tell me what happened? You said it was a bump to the back—was
AGENTthere another vehicle involved?
CUSTOMERYeah, there was. I was stopped at a red light and another car hit me from behind. Is that what you need?
AGENTYes, that helps. Do you have the other driver's name, their insurance company, and their license
AGENTplate number?
CUSTOMERYeah, I do. His name's Kevin Lund. He's insured with Pacific Shore, and his plate is 7KX, like x-ray, R214. Is that all right?
AGENTGot it. So the other driver is Kevin Lund with Pacific Shore insurance, and his license plate is 7KX R214. Did police come to the scene and file a report?
CUSTOMERNo, they didn't. Nobody called them and they didn't show up. Is that gonna be a problem?
AGENTNo, that's not a problem. We can still move forward with your claim. Let
AGENTme open this up for you now.
AGENTAll right, your claim is open. Here's what you need to know: Your policy number is NG4471902, the other driver's license plate is 7KX R214, and your claim number is NGM-904417. Your assigned adjuster is Priya Shah, and she'll be in touch with you within one business day. Is your car drivable, or do you need a tow?
CUSTOMERNo, I can't drive it. The back bumper's crushed and the rear wheel's rubbing. Sorry, is it okay if I ask for a tow? Where will the car go?
AGENTOf course you can ask for a tow—that's what we're here for. Let me arrange that for you right now. I'll need a callback number where the tow driver can reach you.
AGENTWhat's the best number to call?
CUSTOMERSure, it's this one: 540-888-8522. Is that all right?
AGENTPerfect. Let me
AGENTget that tow truck arranged for you.
AGENTGreat. Eastside Towing is on the way—they should be there in about 45 minutes. They'll call you at 540-888-8522, and they'll take your car to our partner repair shop at 9th and Morrison. To recap: your policy number is NG4471902, the other driver's license plate is 7KX R214, and your claim number is NGM-904417. Priya Shah is your adjuster and will contact you within one business day. Is there anything else I can help you with?
CUSTOMERSorry, yeah, a couple things. How much am I gonna have to pay for this? Is there a deductible? And, uh, since he hit me, I shouldn't have to pay that, right? Also, am I Am I gonna get a rental car while mine's in the shop? And is my premium gonna go up because of this?
AGENTThose are all good questions. Let me check your coverage details for the deductible and rental
AGENTinformation. Good questions. Here's what your coverage includes: Deductible: You have a $500 collision deductible. Now, since this was the other driver's fault, we'll pursue them and their insurance for that amount. But that's something Priya will handle with you—she'll explain how that process works. Rental car: Yes, you do have rental reimbursement coverage. It covers up to $40 per day for up to 30 days, starting from today when we opened the claim. Premium: I don't have information about whether your premium will go up—that's a question for Priya or our customer service team. But Priya will be able to discuss all of that with you when she calls. The towing is covered up to 25
AGENTmiles, and your car is being
CUSTOMERI think that's everything. Sorry for all the questions. I just get nervous about this stuff. Thanks for helping me out, and I appreciate you arranging the tow and rental. I'll wait to hear from Priya. Goodbye.
AGENTYou're welcome, and don't apologize—these are exactly the questions to ask. You did everything right. Take care of yourself and your baby, and Priya will
AGENTtake good care of you from here. Goodbye.