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.
#57 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.
#220 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.
#155 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.
#101 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.
#108 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.
#48 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.
#264 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.
#123 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.
#640 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.
#505 of 661 on the board · best 0.45 s
Latency spikes
Turns where the response took far longer than the rest of the conversation.
#248 of 661 on the board · best 0.0 per call
By industry
| Industry | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| Healthcare | 97% | 6.00 s | — |
| Home services | 90% | 5.12 s | — |
| Insurance | 100% | 4.99 s | — |
| Customer support | 100% | 5.04 s | — |
By caller
| Caller | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| US English, quiet line | 98% | 5.42 s | — |
| Spanish-accented English, city street | 98% | 5.92 s | — |
| Indian English, busy café | 96% | 5.12 s | — |
| Southern US, flustered, crying baby | 98% | 5.58 s | — |
| Fast and interrupting, construction outside | 94% | 4.87 s | — |
The calls behind the numbers
Customer support
AGENTBrightwave Internet support, this is Alex. What’s going on with your service?
CUSTOMERHi Alex. Oh yeah, my internet has been down for about two hours now. I work from home, and there's a road crew digging up the street outside. I already rebooted the gateway twice, checked all the cables, but the internet light is blinking orange. Can you check what's going on? Is the road work causing this?
CUSTOMERGo to Beadaholique.com for all of your beading supply needs!
CUSTOMERhello
AGENTI can certainly look into that for you. Could you please provide your account number or the phone number associated with your account?
CUSTOMERYeah, sure. My account number is BW883017. Sorry, last digit is 1. And my phone number is 907-416-6861.
CUSTOMERhello
CUSTOMERAre you still there?
AGENTYes, I'm here! Thanks for your patience. I checked account BW883011, and there are no reported outages in your area from the road work. The signal to your gateway looked good, but it was showing as unregistered on the network. I just sent a remote reset to your gateway, and it is now showing as registered and back online. It usually takes about two minutes for devices to reconnect. Could you check if the internet light has changed?
CUSTOMERYeah, just a moment. OK, the light went solid white now. How long until everything reconnects? Just want to make sure. You said about 2 minutes, right? The light is solid white now. So about 2 minutes for my devices to reconnect. Is that right?
AGENTThat’s correct!
CUSTOMERhello
CUSTOMERRight, got it. Oh, I lost two hours of work today. Can you give me a credit for the downtime?
AGENTI've applied a $10.00 service credit to account BW883011 for the downtime. It will appear on your next bill. Is there anything else I can help you with today?
CUSTOMERI lost 2 hours of work, can you make it more than $10?
AGENTThe $10.00 credit is the maximum amount the system allows me to apply for this downtime. It has been applied to account BW883011 and will show up on your next bill. Are your devices connecting back up properly now?
CUSTOMERYes, they're starting to reconnect now. Okay, thanks for your help. Goodbye.
AGENTYou're very welcome!
AGENTThanks for calling Brightwave Internet. Have a great rest of your day, goodbye!
Healthcare
AGENTRiverbend Health Clinic, this is Alex. How can I help you today?
CUSTOMERHi, Alex. I need to reschedule my dermatology appointment next Wednesday morning. Something came up at work, and I can't make it then. My name's Jordan Ellis. Can you help me move it to a later time?
AGENTI can certainly help you reschedule that, Jordan Ellis. Before we look at options, could you please provide your date of birth so I can access your chart? Also, do you have any specific days or times that work better for you?
CUSTOMERMarch 17, 1948. Sorry, no, 1984. March 17, 1984. I can only come after 3 p.m.
CUSTOMERHello?
AGENTThank you, Jordan Ellis, born March 17, 1984. I found your appointment with Dr. Okafor on next Wednesday at 9:15 a.m. Looking for openings after 3:00 p.m., Dr. Okafor has an opening next Thursday at 4:10 p.m. Would that day and time work for you?
CUSTOMERYes, Thursday at 4 10 p.m. works for me. Can you move my appointment to that slot?
AGENTI've rescheduled your appointment with Dr. Okafor to next Thursday at 4:10 p.m. Your new confirmation code is RVB-3M8P2. Please plan to arrive 15 minutes early with your photo ID and insurance card. Is there anything else I can help you with today?
CUSTOMERYes, a couple quick questions. Is there a fee for changing the appointment? Where should I park when I come in? And does Dr. Okafor accept Aetna insurance?
AGENTRegarding your questions: 1. Change Fee: Changes made more than 24 hours in advance are completely free. 2. Parking:
CUSTOMERGot it.
CUSTOMEROkay, go ahead.
AGENT2. Parking: Free patient parking is available in Lot C, with the entrance on River Road. 3. Insurance: For specific insurance network questions regarding Aetna, our billing department can verify your coverage, or you can check directly with Aetna to confirm in-network status. Is there anything else I can assist you with today, Jordan?
CUSTOMERNo, that's everything. Thanks for your help. Goodbye.
AGENTYou're welcome, Jordan! Have a great day, and goodbye.
Home services
AGENTCopperline Home Services, this is Alex. What can I help you with?
CUSTOMERHey, uh, sorry. I've got kind of an emergency here. There's a pipe under my kitchen sink that just burst, and water's spreading out all over the floor. It's heading straight for a power strip, and my baby's crying in the other room. Can you send someone out to help, please?
AGENTPlease stay away from that standing water and the power strip—do not step in the water near any electrical cords or outlets. If you can safely reach the main water shutoff valve for your home without stepping near the power strip, turn it off immediately to stop the flow. Otherwise, keep yourself and your baby completely out of the kitchen and in a safe room. Once you are in a safe spot, what is your phone number or street address so I can get someone out to you right away?
CUSTOMEROh, okay, I'll... yeah, I'll go turn off the water now. Hang on.
CUSTOMEROkay, I think it stopped. Sorry, I'm just a little shaken. My address is 1480 Larkspur Avenue, and my phone number is 503-555-0139.
CUSTOMERNo, 0193. Is that enough, or do you need anything else from me?
CUSTOMERHello?
AGENTI'm right here with you. Good job getting that water shut off safely. I have your account pulled up. With your Copperline Care membership, our emergency callout fee is $99, and the earliest emergency arrival window today is between 2:00 PM and 4:00 PM. Do you approve that $99 fee so I can book that window for you? Also, do you have a gate code or any specific access instructions for Unit 4B?
CUSTOMEROh, sorry. I'm actually in unit 4D now, not 4B. We just moved last month. And yeah, the gate code is pound two seven one nine. Um, about the fee. So, is it definitely $99? There's not gonna be any extra charges just for coming out today. And is there any way someone could come before two? I'm just real worried with the water and everything.
CUSTOMERHello?
CUSTOMERAre you still there?
AGENTYes, I'm here! I updated your address to Unit 4D and added the gate code #2719 to your file. To answer your questions: 1. Yes, the dispatch fee to come out today is strictly $99 under your Copperline Care membership. Any repairs or parts will be quoted to you on-site for your approval before any work begins. 2. 2:00 PM to 4:00 PM today is the absolute earliest emergency window we have available. Does that $99 callout fee work for you so I can lock in that 2:00 PM to 4:00 PM arrival window?
CUSTOMERAlright, well, I guess that'll have to do. Yeah, go ahead and book it for me, and I'll just keep an eye on things until then. Sorry, I just want to make sure who's going to be coming out and how will I know when they're on the way. And can you give me the ticket numbers so I've got it?
CUSTOMERHello?
AGENTYou are all booked!
CUSTOMERSorry, I think you got cut off. Could you repeat that last part? I just want to make sure I've got everything clear.
AGENTOf course! Here are all your details: Ticket Number: CPL-58210. Arrival Window: Today between 2:00 PM and 4:00 PM. Service Address: 1480 Larkspur Avenue, Unit 4D. Gate Code: #2719. Callback Number: 503-555-0193. Your technician is Dana, and Dana will text your callback number 30 minutes prior to arrival. In the meantime, please keep clear of the kitchen area. Is there anything else you need right now?
CUSTOMERNo, that's everything. Thank you. I really appreciate it. I'll wait for Dana's text and keep out of the kitchen. Goodbye.
AGENTYou're very welcome.
AGENTStay safe, and Dana will see you this afternoon. Goodbye!
Insurance
AGENTNorthgate Mutual claims, this is Alex. Are you somewhere safe right now?
CUSTOMERYeah, I think so. I'm just standing next to my car right now. My baby's inside, but we're both okay. Sorry, it's a little hectic over here. Can you help me with what I need to do next?
AGENTI'm so glad to hear you and your baby are okay. Just to make sure, is anyone else hurt or in any danger? If anyone is injured, please call 911 right away. If everyone is safe, I can certainly help you get this claim started. May I have your policy number and your last name?
CUSTOMERThank you, I appreciate it. No, nobody's hurt, just shaken up, but we're alright. My policy number is NG4471903... Oh, wait, no, sorry, the last one is 2. My last name's Carter, is that everything you need?
AGENTThank you, Ms. Carter. I have your policy number as NG4471902, and that's verified for your 2021 Honda CR-V. To help me open your claim, could you tell me: 1. When and where the accident happened? 2. What happened? 3. Did the police attend, and was a report taken? 4. Do you have the other driver’s name, their insurance company, and their license plate? 5. Is your car safe to drive, or will it need to be towed?
CUSTOMEROkay, uh, let me try to get through all that for you.
AGENTTake your time.
CUSTOMERSorry if my baby's a little loud in the background. So, the accident happened about 20 minutes ago, at the corner of Cessie 5th Avenue and Alder Street. I was stopped at a red light, and another car hit the back of mine. The back bumper's crushed in, and the rear wheel's rubbing, so I don't think it's safe to drive. It'll need to be towed. The police didn't come, so there's no report. The other driver's name is Kevin Lund. He's insured with Pacific Shore, and his license plate is 7KXR214, X like X-ray. Is that everything you needed, or did I miss anything?
CUSTOMERSorry, was there more you needed to ask? I just want to make sure I answer everything right.
AGENTYou did wonderfully,
CUSTOMERHow? Okay, good. Is there anything else you need to know about what happened, or should I just wait for next steps? I just want to be sure I'm not missing anything.
CUSTOMERHello?
AGENTI'm right here with you, Ms. Carter. Thank you for your patience. Your claim has been officially opened: - Policy Number: NG4471902. - Other Driver’s License Plate: 7KXR214. - Claim Number: NGM-904417. - Assigned Adjuster: Priya Shah, who will contact you within one business day. Regarding your vehicle and coverage: - Tow Dispatched: Eastside Towing is on the way to the corner of Cessie 5th Avenue and Alder Street. Their estimated arrival time is about 45 minutes, and they will take your car to our partner repair shop at 9th and Morrison. Towing is covered up to 25 miles. - Collision Deductible: $500. - Rental Reimbursement: Covered at $40 per day for up to 30 days, starting from today. Please keep yourself and your baby safe while you wait for the tow truck. Is there anything else I can assist you with right now?
CUSTOMERSorry, so just to make sure I got this right, my claim number is NGM904417, adjuster is Priya Shah, tow truck's on the way and taking my car to 9th and Morrison, and I get a rental up to $40 a day? But, um, you said there's a $500 deductible. Since Kevin hit me, do I really have to pay that? Shouldn't his insurance cover it since it wasn't my fault? And, uh, is my premium going to go up because of this? Sorry, I just want to make sure I understand everything.
AGENTYes, you have the details exactly right: your claim number is NGM-904417, Priya Shah is your adjuster, Eastside Towing is taking your car to 9th and Morrison, and rental reimbursement is $40 per day for up to 30 days. Regarding the $500 deductible and whether Pacific Shore will cover it, as well as any impact on your premium: your adjuster, Priya Shah, will handle fault determination, subrogation against the other insurer, and will be able to answer those specific questions when she contacts you. I want to make sure you and your baby stay safe and warm. Is there anything else you need while you wait for the tow truck?
CUSTOMERyeah Oh, I think that's everything for now. Thanks for explaining it all. I just get nervous about this stuff, and I really appreciate your help. I'll wait here for the tow truck and keep my phone close in case Priya calls. Thank you, and goodbye.
AGENTYou're very welcome, Ms. Carter. Please stay safe and comfortable with your baby while waiting for the tow truck. Take care, and goodbye.