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
#7of 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.
#10 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.
#277 of 661 on the board · best 0.0%
Agent self-cutoffs
Times the agent cut its own sentence off mid-word.
#1 of 661 on the board · best 0.0 per call
Understanding & effort
Caller effort
How hard the caller had to work: repeating themselves, correcting, re-explaining. 1 = effortless.
Not scored by this sweep.
Repeated-info loops
Times per call the agent re-asked for something the caller had already given.
#1 of 493 on the board · best 0.0 per call
Speech-to-Text
Semantic word error rate
The caller's words the agent's transcriber got wrong in a way that changes the meaning, as a judge reads each difference.
#206 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.
#141 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.
#285 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.
#354 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.
#573 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.
#460 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.
#317 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 | 100% | 3.66 s | — |
| Home services | 95% | 4.78 s | — |
| Insurance | 98% | 4.36 s | — |
| Customer support | 100% | 4.06 s | — |
By caller
| Caller | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| US English, quiet line | 98% | 4.18 s | — |
| Spanish-accented English, city street | 100% | 3.65 s | — |
| Indian English, busy café | 98% | 4.58 s | — |
| Southern US, flustered, crying baby | 100% | 4.29 s | — |
| Fast and interrupting, construction outside | 96% | 4.17 s | 100% |
The calls behind the numbers
Customer support
AGENTBrightwave Internet support, this is Alex. What’s going on with your service?
CUSTOMERHey, Alex. Short on time, so I'll get right to it. My Internet's been down for two hours now. I work from home and there's a road crew digging up the street right outside. Already rebooted the gateway twice, checked all the cables, and the Internet light is blinking orange. You check if there's an outage or if that construction is the cause? My account number is BW883017. Sorry. Last digit is one.
AGENTThanks
CUSTOMERHello?
AGENTThanks for waiting. For account BW883011, I checked and there are no reported area outages or construction-related disruptions
CUSTOMERYeah. That's the account. Just need to know if the construction caused this and how soon you can get me back online.
AGENTGood news—the signal reaching your gateway is solid, so the road crew didn't damage the line. Your gateway was showing as unregistered, so I sent a remote reset signal to it.
CUSTOMERRight. So the line's fine. What's the fastest way to get the connection back up? I already rebooted everything twice.
AGENTI just sent a remote reset command directly to the gateway, and it is now showing as registered and online on
CUSTOMERRight.
AGENTIt should
CUSTOMERYeah. Yeah.
AGENTIt
CUSTOMERThe light just went solid white. How long until my devices reconnect?
AGENTIt typically takes about two minutes for your devices to reconnect.
CUSTOMEROkay.
CUSTOMERI need a credit for the two hours of downtime. What can you do?
AGENTI've applied a $10.00 service credit to your account, BW883011, for the downtime. It will appear
CUSTOMERUh-huh.
CUSTOMERI want
CUSTOMERtwo hours of work. Can you make it more than that?
AGENTThat $10.00 credit is the standard amount our system allows for this duration of downtime, so I'm unable to increase it further.
CUSTOMERAlright. Thanks for handling it. Goodbye.
AGENTYou're
AGENTwelcome. Have a great day! Goodbye.
Healthcare
AGENTRiverbend Health Clinic, this is Alex. How can I help you today?
CUSTOMERHey. I need to reschedule my dermatology appointment next Wednesday morning. I just got scheduled for a work shift then, so I can't make it. In a bit of a hurry. Can we move into something after 3PM instead? My name's Nate Brooks.
AGENTI can certainly help you reschedule that dermatology appointment, Nate. To look
CUSTOMERGot it.
CUSTOMERYeah.
CUSTOMERI know you need to pull up my details. My date of birth is 03/17/1948. Sorry. No. 1984. 03/17/1984. Let's just get the next available slot after 3PM.
CUSTOMERHello?
AGENTThank you for confirming your date of birth, March 17, 1984, Nate. I see your appointment with Dr.
CUSTOMERRight.
CUSTOMERYep.
CUSTOMERGot it. I know it's with doctor Okafur. So what time do you have after 3PM? I need something late afternoon.
AGENTThe next available late afternoon slot with Dr. Okafor is next Thursday at 4:10
CUSTOMERUh-huh.
CUSTOMERThursday at 04:10PM works. Book it. There any fee for changing the appointment?
AGENTYou're all set! I've rescheduled your appointment with Dr. Okafor to
CUSTOMEROkay.
AGENTYou are
CUSTOMERAlright.
CUSTOMERYeah. I just need to know where to park when I get there. Can you check if doctor Okafore takes Aetna insurance? Uh-huh.
CUSTOMERHello?
AGENTYour appointment is confirmed for next Thursday at 4:10 PM with Dr. Okafor. Your confirmation code is RVB-3M8P2. Since you're changing it more than 24 hours in advance, there is no fee. Please arrive 15 minutes early with your photo ID and insurance card. For parking, there is free patient parking in Lot C with the entrance on River Road. Regarding Aetna insurance, I don't have access to specific insurance plan acceptance
CUSTOMERMhmm.
CUSTOMERAlright. That's fine. Thanks for your help. Goodbye.
AGENTYou're welcome, Nate. Have a great day, and goodbye!
Home services
AGENTCopperline Home Services, this is Alex. What can I help you with?
CUSTOMERHey. Alex. Sorry. I'm a bit flustered. My baby's crying, and I've got water pouring out under my kitchen sink. The pipe just burst, and it's spreading across the floor, heading toward a power strip. Can y'all send someone out quick?
AGENTFirst, please stay clear of that power strip and the water near it—do not touch any electrical cords or outlets in the standing water. Make sure you and the baby are safe. If you can safely reach it, shut off the water valve directly under the sink, or head to your main water shutoff valve to stop the flow immediately. Are you and your baby safe right now, and what is your name, phone number, and address so I can get someone out to you right away?
CUSTOMERI think we're okay right now. For checking. I'm gonna shut the water off under the sink. Hold on.
CUSTOMEROkay. It looks like it stopped. My name's Wade Carter. My phone number is (503) 555-0139.
CUSTOMERNo. 0193. The address is 1480 Larkspur Avenue. And, I just moved last month from Unit 4 B to four d. So it's 4 D now. Is that enough for you to send someone?
AGENTI'm glad the water is stopped and you both are safe, Wade. I see your account here, and I've noted that you're now in Unit 4D. Do you have a gate code or any specific access notes to get into the building? Also, for an emergency callout, our earliest window today is 2:00 PM to 4:00 PM. As a Copperline Care member, your emergency dispatch fee is discounted to $99. Does that window and fee work for you so I can book that right away?
CUSTOMERThank you. That helps a lot. Gate code is pound 2719. Sorry. Is there any way someone could come before 2PM? I'm just worried about the water damage and the power strip. And about the fee. $99.09. So is that $99.99? I just wanna make sure I'm understanding right before I agree.
AGENTThe fee is exactly $99.00—ninety-nine dollars even. As for the arrival time, 2:00 PM to 4:00 PM today is the absolute earliest emergency window our technicians have available. In the meantime, please keep away from that power strip and avoid touching anything plugged in near the wet floor. If you can safely access your breaker panel, you could flip the breaker for those kitchen outlets just to be extra safe. If that $99 fee and the 2:00 PM to 4:00 PM window are good with you, I will go ahead and lock that in right now.
CUSTOMERAlright. Yeah. If that's the best you can do, I'll take the 2PM to 4PM window. $99 is okay. Just wanted to be sure. Can you tell me who's coming out and how I'll know when they're on the way? Also, will you give me a ticket number for this? I just wanna make sure nothing gets lost.
AGENTYou are all set, Wade. Technician Dana is assigned to your visit and will send a text update to your callback number 30 minutes before arrival. To confirm the details:
- Service Address1480 Larkspur Avenue
- Unit4D
- Gate Code#2719
- Callback Number(503) 555-0193
- Ticket NumberCPL-58210
- Arrival WindowToday between 2:00 PM and 4:00 PM
- Emergency Dispatch Fee$99.00
Please continue to steer clear of that power strip and damp area. Is there anything else I can assist you with right now?
CUSTOMERIn December, that covers it. Thank you. I appreciate the help. I'll keep away from the power strip and watch for Dana's update. Goodbye.
AGENTYou're very welcome, Wade. Stay safe, and Dana will see you this afternoon. Goodbye!
Insurance
AGENTNorthgate Mutual claims, this is Alex. Are you somewhere safe right now?
CUSTOMERYeah. I am home now. Sorry. My baby's crying right here, so I'm a little flustered. Nobody was hurt, but I can't drive my car. Is that gonna be a problem?
AGENTI'm glad to hear everyone is safe and unhurt, and please take all the time you need with your baby—no need to apologize at all. Not being able to drive your car is not a problem; we can arrange a tow for you. To get started, could you please share your policy number and your last name?
CUSTOMERThank you. I appreciate that. My policy number is NG4471903. No. Sorry. Last one is 2. My last name's Carter. Is that okay?
AGENTThank you, Ms. Carter. I have your policy number as NG4471902, and that is verified for your 2021 Honda CR-V. Whenever you're ready, could you tell me when and where the accident happened, and what took place?
CUSTOMERSorry. It's Wade Carter. I'm not a miss. I guess the system might have mixed that up. But, yes, that's my policy, and the car's right. So, about twenty minutes ago, I was stopped at a red light at Sassy 5th Avenue in Alder Street. Another car hit the back of mine. Rear bumpers crushed, and the rear wheel rubs, so I can't drive it. Police didn't come. Is that enough detail, or do you need more?
AGENTMy apologies, Mr. Carter! Thank you for clearing that up. I have that it happened about twenty minutes ago at 5th Avenue and Alder Street, where you were rear-ended while stopped at a red light, causing rear bumper and wheel damage, and police did not attend. Did you happen to get the other driver's name, their insurance company, and their license plate number? Also, where is the car parked now, and could you give me a good callback phone number so we can arrange a tow?
CUSTOMERNo problem. Thanks for double checking. Yeah. The other driver is Kevin Lund, insured with Pacific Shore. His plate is 7KX like X-ray, R214. My car is parked right outside my house now. I got it off the road, but I can't drive it any further. My phone number is (907) 759-4454. Is that all you need for the tow?
AGENTCould you also give me your home street address where the vehicle is currently parked, so I can send the tow truck directly there?
CUSTOMERSorry. I should have had that ready. Let me think. My address is 327 Alder Street, right by the intersection where it happened. Is that going to be alright for the tow truck?
AGENTThat is completely fine, Mr. Carter. I have dispatched Eastside Towing to 327 Alder Street. Their estimated arrival is within 45 minutes, and they will take the car to our partner repair shop at 9th and Morrison. They have your callback number as (907) 759-4454 if they need to reach you. Your claim has been opened. Here are the details to keep for your records:
- Policy NumberNG4471902
- Other Driver's License Plate7KXR214
- Claim NumberNGM-904417
Your assigned adjuster is Priya Shah, and she will be in touch with you within one business day. Is there anything else I can help answer or take care of for you right now?
CUSTOMERSorry. The plate is 7KX like X-ray, R214, not 2104. Please tell me that's okay and nothing gets messed up. And, I need to know how much am I gonna have to pay for this? You mentioned a claim, but is there a deductible? Because he hit me. So I shouldn't have to pay that. Right? Also, am I gonna get rental car while mine's in the shop? And is my premium going to go up?
AGENTDon't worry, nothing is messed up at all—I have the plate noted as 7KXR214. To answer your questions about your coverage:
- DeductibleYour policy has a collision deductible of $500. Whether that deductible applies or can be recovered from the other driver's insurance will be handled by your adjuster, Priya Shah, during the investigation. - Rental Car: Your policy includes rental reimbursement coverage of $40 per day for up to 30 days, starting from the day the claim is opened. - Towing: Towing is covered up to 25 miles under your policy. Regarding your premium, premium adjustments are determined at renewal based on underwriting guidelines, so I cannot say whether it will change, but your adjuster will be able to answer any further questions about the claims process.
CUSTOMEROkay. Thanks for explaining.
CUSTOMERSo, if he hit me, I really shouldn't have to pay that 500. Right? Please tell me that's how it works. I'm just worried I'll get stuck with it. And, for the rental, $40 a day. Do I just go to the shop at 9th And Morrison, or will they tell me what to do? And the tow is covered, so I don't have to pay anything upfront. Correct? For all the questions. I just wanna make sure nothing slips through. And could you repeat the claim number for me just so I've got it?
AGENTI completely understand your concern. Regarding the deductible, your adjuster, Priya Shah, will investigate liability with the other driver’s insurer; if the other party is found at fault, they often work to recover your deductible from them, but she will confirm exactly how that process works for your specific claim. For the rental car, Priya Shah will contact you within one business day to guide you through setting that up and getting a vehicle. As for the tow, roadside towing is covered up to 25 miles under your policy, so there shouldn't be anything out-of-pocket as long as it's within that limit (and the shop at 9th and Morrison is local). Your claim number is NGM-904417. Please take care of yourself and your little one, and don't hesitate to reach back out if you need anything else!