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
#20of 654 stacks
59 / 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.
#132 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.
#446 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.
#214 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.
#253 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.
#435 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.
#480 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.
#16 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.
#287 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.
#351 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 | 97% | 3.88 s | — |
| Home services | 85% | 3.12 s | — |
| Insurance | 100% | 3.00 s | — |
| Customer support | 98% | 3.96 s | — |
By caller
| Caller | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| US English, quiet line | 96% | 3.12 s | — |
| Spanish-accented English, city street | 94% | 3.50 s | — |
| Indian English, busy café | 96% | 3.75 s | — |
| Southern US, flustered, crying baby | 92% | 3.96 s | — |
| Fast and interrupting, construction outside | 98% | 3.14 s | 100% |
The calls behind the numbers
Customer support
AGENTBrightwave Internet support, this is Alex. What’s
AGENTgoing on with your service?
CUSTOMERHi Alex, my internet's been down for about 2 hours. I work from home, so it's pretty urgent. There's a road crew digging up the street outside, so I'm wondering if that I've already rebooted the gateway twice and checked all the cables. The internet light is blinking orange. My account number is BW883017. Sorry, last digit is 1. Can you check if the outage is related to the roadwork?
AGENTThanks for confirming your account number (BW883011). There’s no reported outage in your area, so it may not be related to the roadwork. I ran a line test and remotely reset your gateway, which is now back online. Please give your devices about two minutes to reconnect. Let me know if your internet comes back up or if you still
AGENThave issues.
CUSTOMERThe internet light just went solid white. How long until my devices reconnect? And can I get a credit for the downtime today? I lost 2 hours of work.
AGENTNow that the internet light is solid white, your devices should reconnect within 1–2 minutes. I've also applied a $10.00 service credit for the 2-hour outage. You'll see this on your next bill. If anything else comes up or your connection drops again,
AGENTjust let me know.
CUSTOMERI lost 2 hours of work. Can you make it more than that?
AGENTI understand losing work time is frustrating. The standard credit for a 2-hour outage is $10.00, which I’ve already applied to your account. Unfortunately, I’m unable to increase this amount, as credits are based on downtime and billing policy. If you have ongoing issues or
AGENTrepeated outages,
CUSTOMERNo, that covers it. Thanks for your help. Goodbye.
AGENTYou’re welcome!
AGENTI’m glad we got you back online. If you need anything else, just reach out. Have a great day!
Healthcare
AGENTRiverbend Health Clinic, this is Alex. How can I
AGENThelp you today?
CUSTOMERHi, uh, yes, I need to reschedule my dermatology appointment next Wednesday morning. I have a work shift then, so I can't make it. My name is Lucia Ramirez. Can you help me move it to a later time?
AGENTAbsolutely, I can help with that. To verify your identity,
AGENTcould you please provide your date of birth?
CUSTOMERSure, it's March 17th, 1948. Sorry, no, 1984. March 17th, 1984.
AGENTLucia Ramirez, date of
CUSTOMERMm-hmm, that's March 17th, 1984. Is that all you need, or do you need anything else to verify?
AGENTThank you, Lucia. That’s all I needed for verification. I see your dermatology appointment with Dr. Okafor is currently scheduled for next Wednesday at 9:15 AM. The next available slots with Dr. Okafor after that day
CUSTOMEROkay, I can only come after 3 PM, so I need a slot later in the day. What times are open after 3?
AGENTare:
AGENTThe available slots with Dr. Okafor after 3 PM are: - Tuesday at 3:45 PM - Thursday at 4:10 PM Would you like to reschedule your appointment to either of these times? If so, which one works best for you?
CUSTOMERMm, Tuesdays don't work after all because I pick up my daughter then. What about Friday? Is anything open Friday after 3 PM?
AGENTCurrently, the only available slot with Dr. Okafor on Friday is at 11:30 AM, which is before 3 PM. There are no Friday slots after 3 PM at this time. Would you like to book the Thursday slot at 4:10 PM, or would you like me to check for a different provider or another week?
CUSTOMERThursday at 4:10 PM works for me. Please reschedule to that slot. No, that's fine. I'd like to keep Dr. Okafor and book Thursday at 4:10 PM.
AGENTYour dermatology appointment with Dr. Okafor has been rescheduled 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. Let me know if you need anything else!
CUSTOMEROkay, I have a couple of questions. Is there a fee for changing the appointment?
AGENTThere’s no fee for changing your appointment, since you rescheduled more than 24 hours in advance. If you change or cancel within 24 hours of the appointment, there is
AGENTa $40 fee. Anything else I
CUSTOMERYeah, uh, where should I park when I come in?
AGENTYou can park for free in Lot C, with the entrance on River Road. Let me know if you need directions or have any other questions!
CUSTOMERThanks. One more thing, does Dr. Okafor accept Aetna insurance?
AGENTI don't have direct access to insurance acceptance details for specific providers. I recommend calling our front desk or checking with your insurance provider to confirm if Dr. Okafor accepts Aetna. Would you like the clinic’s main phone number for assistance?
CUSTOMERNo, that's alright. I'll check with my insurance. So just to confirm, my appointment is now Thursday at 4:10 PM, and the code is RVB3M8T2, right?
AGENTYour appointment is now on Thursday at 4:10 PM with Dr. Okafor. The confirmation code is RVB-3M8P2. Let me know if you need anything else!
CUSTOMERThank you very much. Have a good day.
AGENTYou’re very welcome, Lucia. Have a great day! If you
AGENTneed anything else, just let us know.
Home services
AGENTCopperline Home Services, this is Alex. What can I
AGENThelp you with?
CUSTOMERHey.
CUSTOMERI need someone out here fast. A pipe under my kitchen sink just burst and water's spreading across the floor, heading right for a power strip. I haven't shut the water off yet. Can you walk me through what to do and how soon can you get someone here?
AGENTThank you for letting me know—safety comes first. Please do the following right now: 1. If you can safely reach your water main, shut it off immediately to stop the flow. 2. Keep everyone away from the power strip and any outlets near the water. Do not touch the power
CUSTOMERRight.
AGENTGreat,
CUSTOMERYep, got it.
AGENTThank you for
CUSTOMERSo I'm at 14.
AGENTThank you.
CUSTOMERRight, but I need to know how fast you can get someone here and what the visit will cost.
AGENTWe can get a technician to you today between 2:00 PM and 4:00 PM for emergency service. As a Copperline Care member, your emergency callout fee is $99. Would you like to book this visit for 1480 Larkspur Avenue, Unit 4B? If so, may I confirm the best phone number for callback and any gate code or access instructions?
CUSTOMERNo, I moved to Unit 4D last month, so it's 1480 Larkspur Avenue, Unit 4D. My callback number is 503-555-0139.
CUSTOMERNo, 0193. The gate code is #2719. Can anyone come before 2? I really need the earliest window.
AGENTThank you for the update. I have your address as 1480 Larkspur Avenue, Unit 4D, callback number
CUSTOMERRight, that's correct. So earliest possible window, anyone before 2:00 PM?
AGENTThe earliest emergency window available today is 2:00 PM to 4:00 PM. Unfortunately, there’s no earlier
CUSTOMERJust book.
CUSTOMERFuck that. I really need someone as soon as possible. Who's coming out? And how will I know they're on the way?
AGENTYour emergency visit is booked for 2:00 PM to 4:00 PM at 1480
CUSTOMEROkay, who will be coming, and is there a ticket number for this?
AGENTYes, your ticket number is CPL-58210. Technician Dana
CUSTOMERAll right, thanks for your help. Goodbye.
AGENTwill
AGENTYou're welcome. If anything changes, call us right away. Technician Dana will text you at 503-555-0193 about 30 minutes before arrival. Your ticket number is CPL-58210.
Insurance
AGENTNorthgate Mutual claims, this is Alex. Are you somewhere safe
AGENTright now?
CUSTOMERYeah, I'm all right. I'm just at home now. My car's not drivable, but I'm okay. Just a little shaken up. Sorry, my baby's crying in the background. Is that okay?
AGENTThank you for letting me know you're safe. And it's absolutely fine if your baby is crying—I understand, and I'm here to help. Was anyone injured in the accident, including yourself or anyone else involved? If anyone needs medical
AGENTattention or is in danger, please call 911
CUSTOMERThank you, I appreciate that. No, nobody's hurt, thankfully. I just— yeah, I just wanted to get this sorted out since I can't drive the car at all. What do I need to do next?
AGENTI'm glad everyone is okay. We'll get your claim started and help arrange a tow since your car isn't drivable. First, I need to verify your policy. Could you please provide your policy
AGENTnumber and your last name?
CUSTOMERSure, um, the policy number is NG4471903. Oh no, sorry, the last one is 2, and my last name's Carter. Is that enough to pull it up?
AGENTThank you, Ms. Carter. I have your policy number as NG4471902. Next, I’ll need a few details about the accident: - When and where did it happen? - What exactly happened? - Do you know the other driver's name, their insurer, or license plate? - Did the police attend or provide a report? Once I have this information,
AGENTI’ll
CUSTOMERUh, okay, so sorry, my baby's still fussing. This happened about 20 minutes ago. I was stopped at a red light at Southeast 5th Avenue and Alder Street, and another car hit the back of mine. The back bumper's crushed and the rear wheel's rubbing, so I can't drive it. The other driver's name is Kevin Lund. He's insured with Pacific Shore. His license plate is 7 KXR214. X like x-ray. And no, the police didn't come and there's no report. Is that going to be a problem?
AGENTThank you for providing all the details, Ms. Carter. Your claim is now open. Here’s what you need to know: - Your policy number: NG4471902 - The other driver's license plate: 7 KXR214 - Your claim number: NGM-904417 An adjuster named Priya Shah will contact you within one business day. The police not attending isn’t usually a problem, but if you hear from them later or receive a report, let us know. A tow truck from Eastside Towing is on the way to Southeast 5th Avenue and Alder Street. It should arrive in about 45 minutes and will take your vehicle to our partner repair shop at 9th and Morrison. Is there anything else you’d like to ask or need help with while you wait?
CUSTOMERJust a couple things, if that's all right. Do I have to pay anything for this? I shouldn't have to pay that, right? Also, do I get a rental car while mine's in the shop? And, um, is my premium going to go up because of this? Sorry to ask so much. I just want to make sure I understand everything.
AGENTNo need to apologize—those are important questions. Here’s what your policy covers: - You have a $500 collision deductible, so you will need to pay the first $500 toward repairs. After that, your policy covers the rest, up to the limits of your coverage. - Your towing is covered up to 25 miles, so today’s tow won’t cost you anything. - You have rental car coverage: Up to $40 per day for up to 30 days, starting from when the claim is opened. The repair shop or your adjuster can help you arrange a rental. As for your premium, I can’t say for certain—it
AGENTdepends on the outcome of the claim and whether you were at fault.
CUSTOMERno way around that deductible? I mean, he hit me, so I just— I don't see why I'd have to pay for it. Is there any way to get that reimbursed from his insurance, or do I have to pay up front either way? And, uh, could you please read back that claim number just so I know I got it right?
AGENTYour claim number is NGM-904417. Regarding the deductible: You do need to pay the $500 collision deductible up front if you repair your car through your policy. However, since the other driver hit you, there is a possibility that their insurance could reimburse you for the deductible if they accept fault. Your adjuster, Priya Shah, will help you pursue reimbursement from Kevin Lund’s insurer (Pacific Shore) if appropriate. For now, the deductible is required to start repairs, but you might get it back later depending on how the claim is resolved.
AGENTYour adjuster will guide you through that process.
CUSTOMERThanks for explaining all that. No, I think that's everything for now. I'll keep an eye out for Priya's call, and I'll wait here for the tow truck. Thank you for your help. Bye.