Roark Live Bench · Suite v1.3 · Sweep of 23 October 2026
Voice AI models, ranked on live phone calls.
Every speech-to-text, language model and text-to-speech model, run in every combination on the same real call to the same agent. A model is ranked on every stack it runs in; the stacks are the evidence.
Our picks
Task completionMedian responseCost per minute- Best overallAssemblyAI Universal-3.6 Pro + OpenAI GPT-6.1 Sol + Cartesia Sonic-3.697%3.9 s$0.055
- Best valueAssemblyAI Universal-3.5 Pro + Google Gemini 3.8 Flash + Cartesia Sonic-3.597%4.3 s$0.048
- FastestOpenAI Whisper-1 + Google Gemini 3.8 Flash + OpenAI TTS-1 HD88%0.5 s$0.023
- Best speech-to-speechgrok-voice-think-fast-2.082%2.1 s$0.083
- Best in customer supportAssemblyAI Universal-3.6 Pro + OpenAI GPT-6.1 Sol + ElevenLabs v4 Turbo100%3.9 s$0.096
- Best in healthcareAssemblyAI Universal-3.5 Pro + Google Gemini 3.8 Flash + Cartesia Sonic-3.696%4.4 s$0.041
- Best in home servicesAssemblyAI Universal-3.6 Pro + OpenAI GPT-6.1 Sol + Cartesia Sonic-3.596%4.0 s$0.058
- Best in insuranceAssemblyAI Universal-3.5 Pro + OpenAI GPT-4o + Cartesia Sonic-3.698%3.2 s$0.042
The read
- 430 of 642 cascades complete the task in at least 90% of calls, and the top 10 sit within 1 point of each other. What separates the top stacks is speed and cost.
- Median response time runs from 0.5 s to 6.0 s on the same agent and the same caller, a spread of 5.5 s that comes entirely from the models behind it.
- No stack wins everything. The fastest, OpenAI Whisper-1 + Google Gemini 3.8 Flash + OpenAI TTS-1 HD at 0.5 s, ranks 530 of 642 on task completion; the most complete is Speechmatics Linden-1 (own VAD) + OpenAI GPT-6.1 Sol + OpenAI TTS-1 HD at 99%.
- The language model matters most: swapping it moves task completion by 7 points, against 3 for the speech engine and 2 for the transcriber.
Cascade vs Speech-to-Speech
The first choice to make. A cascade chains three models: one transcribes, one decides what to say, one speaks. A speech-to-speech model does all three at once. Both run the same agent on the same calls here.
- Cascades lead on task completion, tool use and time to first word; speech-to-speech leads on response time and cost per task. Neither wins outright, so the right choice depends on what your calls need.
- The biggest difference is task completion: 95% for cascades against 77% for speech-to-speech.
| Measure | Cascade | Speech-to-speech |
|---|---|---|
| Task completion | 95% (leads) | 77% |
| Tool use | 72% (leads) | 55% |
| Time to first word | 0.7 s (leads) | 1.3 s |
| Response time | 3.6 s | 2.6 s (leads) |
| Cost per task | $0.15 | $0.15 (leads) |
The three strongest of each, averaged. Cascades: Speechmatics Linden-1 (own VAD) + OpenAI GPT-6.1 Sol + Cartesia Sonic-3.5; AssemblyAI Universal-3.6 Pro + OpenAI GPT-6.1 Sol + Rime Coda; Speechmatics Linden-1 (own VAD) + OpenAI GPT-6.1 Sol + Rime Coda. Speech-to-speech: grok-voice-think-fast-2.0; gemini-3.8-live; amazon.nova-2-sonic-v1:0. Each measure is scored 0 to 100 on its own scale, further out is better; the table gives the same figures in their own units.
Which to use
- Choose speech-to-speech when the pause matters more than the outcome: short transactional calls, callers who interrupt, queues where every half second costs you callers. Expect to pay more, and choose the model carefully (gpt-live-1 (backend gpt-6.1-sol) leads here).
- Choose a cascade when the call has to complete, when cost matters, or when you need to see which stage to fix. It is 13 points ahead on task completion here.
- Costs are what each stack’s providers charged for these calls, at the rates in effect when they ran. Telephony and hosting are not included.
Speech-to-Text
The transcriber turns the caller's speech into text. It decides what the agent thinks it heard, and nothing after it can start until it finishes.
- AssemblyAI Universal-3.6 Pro, AssemblyAI Universal-3.5 Pro, Deepgram Nova-3 and Speechmatics Enhanced (realtime) are level: none leads by more than the margin of error. Of them, AssemblyAI Universal-3.6 Pro costs least, at $0.030 a call. Avoid Speechmatics Linden-1 (own VAD): last on semantic word error rate (2.2%).
- Speechmatics Linden-1 (own VAD) delivers its transcript in 0.49 s, OpenAI Whisper-1 in 1.93 s: 1.44 s added to every turn of the call.
- AssemblyAI Universal-3.6 Pro is the most accurate: it changes the meaning of 0.9% of the caller's words, against 2.2% for Speechmatics Linden-1 (own VAD).
- In 341 of 648 cascades the transcriber is the slowest step of the turn, whichever model runs it.
Open a model to see where it ranks and the stacks it works best in.
Language model
The language model decides what the agent says and does. It has the most influence on whether the task gets done, and usually takes the largest share of each turn.
- Pick OpenAI GPT-6.1 Sol: it leads on task completion (95%), tool use (71%) and instruction following (4.2 / 5). If speed matters more, Anthropic Claude Haiku 4.5 is the quickest, at 0.36 s, and completes 91%. Avoid OpenAI GPT-5.1: last on tool use (33%) and instruction following (4.1 / 5).
- Anthropic Claude Haiku 4.5 starts answering in 0.36 s, Google Gemini 3.8 Flash in 1.47 s: 1.11 s added to every turn of the call.
- OpenAI GPT-6.1 Sol uses its tools most reliably: it handles its tools without a mistake on 71% of calls, against 33% for OpenAI GPT-5.1.
- In 161 of 648 cascades the language model is the slowest step of the turn, whichever model runs it.
Open a model to see where it ranks and the stacks it works best in.
Text-to-Speech
The speech engine is the voice the caller hears, and the last step before they hear anything.
- Cartesia Sonic-3.6, Cartesia Sonic-3.5 and ElevenLabs v4 Turbo are level: none leads by more than the margin of error. Of them, Cartesia Sonic-3.5 costs least, at $0.165 a call. Avoid OpenAI TTS-1 HD: last on readback accuracy (80%), word error rate (8.7%) and time to first audio byte (2.09 s).
- ElevenLabs v4 Turbo starts speaking in 0.11 s, OpenAI TTS-1 HD in 2.09 s: 1.97 s added to every turn of the call.
- Cartesia Sonic-3.6 is the most accurate: it reads codes, amounts and dates back correctly 87% of the time, against 80% for OpenAI TTS-1 HD.
- Cartesia Sonic-3.6 sounds the most human: 3.8 / 5, against 3.4 / 5 for ElevenLabs Flash v2.5.
- In 99 of 648 cascades the speech engine is the slowest step of the turn, most often with OpenAI TTS-1 HD (54 of them).
Open a model to see where it ranks and the stacks it works best in.
Speech-to-Speech models
One model listens, reasons and speaks, so there is nothing to swap and no stages to split. Each is judged on the whole call, with the same calls and the same scoring as every cascade.
- The model matters as much as the architecture: gpt-live-1 (backend gpt-6.1-sol) completes 86% of tasks, ElevenLabs Realtime v1 Mini 42%.
- grok-voice-think-fast-2.0 answers in 2.1 s against 4.1 s for gemini-2.5-flash-native-audio-preview-12-2025.
- Price varies as much as quality: $0.06 per completed task for amazon.nova-2-sonic-v1:0, $0.69 for gpt-realtime-2.
Open a model for its full report, every figure it was scored on and the calls behind them.
Every stack
The evidence behind the model boards: each combination on its own calls, scored on the same recipe. Open a stack for its full report, every figure it was scored on and the calls behind them.
Each score carries its 95% margin of error. A rank is the best place a stack could hold once every margin is allowed for, so stacks the calls cannot tell apart share one and are listed by the low end of their margin; hover a rank for the worst place it could hold. 92 stacks are level with the leader: their calls cannot tell them apart. Among them, 31 Google Gemini 3.8 Flash, 29 OpenAI GPT-6.1 Sol, 19 Anthropic Claude Sonnet 5.5, 9 Anthropic Claude Haiku 4.5, 2 OpenAI GPT-4o mini, 1 OpenAI GPT-4.1 and 1 speech-to-speech; 48 AssemblyAI, 23 Deepgram and 20 Speechmatics; 48 Cartesia, 33 ElevenLabs, 9 Rime and 1 OpenAI. A cascade's figures are 25% its own calls and 75% what every other stack shows about its transcriber, language model and voice.
Not ranked here for missing data: Speechmatics Linden-1 + OpenAI GPT-6.1 Sol + OpenAI TTS-1 HD (no response time or tool use or human-likeness or readback accuracy or voice consistency).
By industry
Each industry ranked on its own calls: the same five callers, its own tasks and tools. A stack has a handful of calls in each, so a cascade is ranked on what its transcriber, language model and voice show across every stack in that industry, and a speech-to-speech model on its own calls there. Pairings show on the main board. Every panel is on one scale, so a bar reads against the other industries as well as its own.
Healthcare
Reschedule an appointment. A patient moves a dermatology appointment around a work schedule, corrects their date of birth, narrows the times twice, and asks about the change fee, parking and insurance.
Home services
Urgent repair: triage and booking. A caller with a burst pipe needs safety advice first, then an emergency visit. The unit on file is out of date, the callback number gets corrected, and the caller pushes for an earlier visit.
Insurance
Report a new auto claim. A driver who was just rear-ended reports a claim, corrects the policy number, spells the other car’s plate, asks about the deductible, a rental and their premium, and needs a tow.
Customer support
Internet outage troubleshooting. A technical caller who has already rebooted the gateway pushes back on scripted steps, wants the line fixed, and asks for a bigger credit for the downtime.
How it works
Every number on this page comes from real phone calls, placed and scored the same way for every stack.
Real calls, four industries, five callers
Roark places real phone calls over the public phone network to a reference agent for each of four industries: rescheduling a clinic appointment, booking an urgent home repair, opening an auto insurance claim and fixing an internet outage. Each agent has its own prompt and tools, identical for every stack. The tasks carry the details real calls trip on: a corrected date of birth, a policy number spelled out, a constraint added halfway through.
Every industry is called by the same five simulated callers: a quiet US English line, a Spanish-accented caller on a city street, an Indian English caller in a busy café, a flustered Southern caller with a baby crying, and a fast caller who interrupts over construction noise. They are equally clear about what they want, so a call fails because of the agent, not the caller. Only the models change, so any difference on the board comes from them.
Each caller rings each industry once for a cascade and four times for a speech-to-speech model. A cascade's figures also draw on its parts, heard in dozens of other stacks; a speech-to-speech model has only its own calls, so it takes more of them.
That makes industries comparable over the same callers, and callers over the same tasks, and the board can be re-ranked by either. One caller within one industry is too few calls to judge, so the board never shows it.
655
stacks
20
calls per stack
13,876
calls scored
Every model, in every combination
9 transcribers, 8 language models and 9 voices are run in every combination with each other, beside 13 speech-to-speech models. A model's own figures pool every stack it runs in, adjusted for its partners in each one, so every model is compared as if it ran with the same partners. A transcriber's figure rests on hundreds of calls with every language model and every voice, not on one lucky pairing.
That measures a model where it actually works: inside a running agent, on live phone audio, through interruptions, corrections and real turn-taking. A test that feeds a model clean audio files or one prompt at a time never sees any of that.
One score, weighted by what matters on a call
Each section ranks on a Roark score. Every figure scores 0 to 100 between two published points: full marks where doing better makes no difference to the caller, zero where the call breaks down. Each then counts at its weight, and the weights follow one order everywhere: whether the caller got what they rang for, then whether the agent got it right, then speed.
A stack, cascade or speech-to-speech, is scored on the outcome and the reply first, then on what each of its components got right on its own calls: the words its transcriber got wrong in a way that changes the meaning, whether its voice read codes and amounts back right, how human it sounded, and whether its tools were handled. A component that leads its section lifts every stack that carries it, by the same recipe for every stack. A figure a stack cannot carry, such as a semantic word error rate for a speech-to-speech model with no transcript, is credited at the field median, so the stack is neither flattered nor punished for it.
On a full sweep each cascade's figure is 25% what its own calls measured and 75% what every other stack shows about its transcriber, language model and voice, fitted across the whole sweep. The split is the same for every stack, so a lucky run does not lead and a stack's score does not move with how noisy its calls were. In an industry a stack has a handful of calls, so a cascade's figure there is what its transcriber, language model and voice show across every stack in that industry's calls, and a speech-to-speech model's is its own calls there. How a particular pairing beats or misses its parts shows on the main board, where each stack has all of its calls. The best overall pick, on the main board and in each industry, is the stack whose score is highest at the low end of its margin of error, so a few lucky calls cannot carry a stack past one whose score rests on hundreds. Stacks that share a rank are listed the same way, so the first row is the pick.
That order comes from real-world voice agent calls, where getting the conversation right predicts how a call ends more strongly than speed does. The latency points come from the same calls: replying faster than about 2 seconds made no measurable difference, and calls went measurably worse once the agent took more than about 3 seconds to reply.
Stacks and speech-to-speech
| Figure | Weight | Full marks | Zero |
|---|---|---|---|
Task completionscenario_adherence_check | 21% | 100% | 80% |
| An agent that completes fewer than four calls in five is not fit to deploy. On a full sweep, a cascade's figure is 25% what its own calls (20 or more) measured and 75% what every other stack shows about its transcriber, language model and voice, the same split for every stack, so a lucky run does not lead. Where the sweep is too small for that, and for a speech-to-speech model, the figure is the stack's own. In an industry a stack has a handful of calls, so a cascade's figure there is what its transcriber, language model and voice show across every stack in that industry's calls, and a speech-to-speech model's is its own calls there. How a particular pairing beats or misses its parts shows on the main board, where each stack has all of its calls. | |||
Response timeresponse_time | 17% | 2.0 s | 6.0 s |
| In real calls, replying faster than 2 s made no measurable difference, and calls went worse past 3 s. | |||
Instruction followinginstruction_follow | 13% | 5.0 / 5 | 3.0 / 5 |
| Every model scores between 3 and 5 on the judge's 1 to 5 scale, so that is the range. | |||
Semantic word error ratestt_semantic_word_error_rate | 13% | 0.5% | 3% |
| At 0.5% the best transcribers change the meaning of one word in two hundred on phone audio; at 3% one word in thirty sends the agent the wrong way. | |||
Tool usetool_use | 13% | 100% | 50% |
| An agent that mishandles its tools on half its calls cannot be trusted with the systems it runs on. | |||
Human-likenessvoice_human_likeness | 8% | 4.5 / 5 | 2.5 / 5 |
| 4.5 out of 5 is close to a person on the phone; 2.5 sounds plainly synthetic. | |||
Time to first wordtime_to_first_word | 4% | 1.0 s | 4.0 s |
| A greeting within 1 s sounds natural; 4 s of silence sounds like a dead line. | |||
Readback accuracytts_entity_readback_accuracy | 4% | 100% | 60% |
| Reading a code, amount or date wrong breaks the task it was for; the weakest voices get two in five wrong. | |||
Word error ratetts_word_error_rate | 4% | 2% | 12% |
| At 2% the voice says what it was given; at 12% one word in eight comes out wrong. | |||
Voice consistencyvoice_consistency_check | 4% | 100% | 80% |
| A voice that changes speaker on one call in five is not one a business can put its name to. | |||
Shown, not scored: Turn budget, Barge-in handlingbarge_in_yield_appropriateness
Counted only with price factored in: Cost per task
Language model
| Figure | Weight | Full marks | Zero |
|---|---|---|---|
Task completionscenario_adherence_check | 36% | 100% | 80% |
| An agent that completes fewer than four calls in five is not fit to deploy. | |||
Tool usetool_use | 27% | 100% | 50% |
| An agent that mishandles its tools on half its calls cannot be trusted with the systems it runs on. | |||
Instruction followinginstruction_follow | 18% | 5.0 / 5 | 3.0 / 5 |
| Every model scores between 3 and 5 on the judge's 1 to 5 scale, so that is the range. | |||
Time to first tokenllm_time_to_first_token | 18% | 0.50 s | 2.00 s |
| Under 0.5 s is not noticeable; at 2 s the first token alone takes two thirds of the 3 s past which real calls go worse. | |||
Shown, not scored: Prompt cache hitsllm_prompt_cache_hit_rate
Counted only with price factored in: Cost per call
Speech-to-Text
| Figure | Weight | Full marks | Zero |
|---|---|---|---|
Semantic word error ratestt_semantic_word_error_rate | 71% | 0.5% | 3% |
| At 0.5% the best transcribers change the meaning of one word in two hundred on phone audio; at 3% one word in thirty sends the agent the wrong way. | |||
Time to final transcriptstt_time_to_final_transcript | 29% | 1.00 s | 2.50 s |
| The fastest transcribers finish in about 1 s; past 2.5 s the transcript alone uses most of a natural reply time. | |||
Shown, not scored: Word error ratestt_word_error_rate
Counted only with price factored in: Cost per call
Text-to-Speech
| Figure | Weight | Full marks | Zero |
|---|---|---|---|
Readback accuracytts_entity_readback_accuracy | 32% | 100% | 60% |
| Reading a code, amount or date wrong breaks the task it was for; the weakest voices get two in five wrong. | |||
Word error ratetts_word_error_rate | 21% | 2% | 12% |
| At 2% the voice says what it was given; at 12% one word in eight comes out wrong. | |||
Time to first audio bytetts_time_to_first_byte | 21% | 0.20 s | 1.50 s |
| Under 0.2 s is not noticeable; 1.5 s is half the point where calls go worse. | |||
Human-likenessvoice_human_likeness | 16% | 4.5 / 5 | 2.5 / 5 |
| 4.5 out of 5 is close to a person on the phone; 2.5 sounds plainly synthetic. | |||
Voice consistencyvoice_consistency_check | 11% | 100% | 80% |
| A voice that changes speaker on one call in five is not one a business can put its name to. | |||
Counted only with price factored in: Cost per call
Factor in price and cost takes 25% of the score; the other weights keep their proportions. Price is scored on a log scale, so each doubling costs the same points.
A figure listed as shown, not scored is on the section’s boards and outside its score. Where a section has not collected a scored figure yet, the others share its weight.
Every call recorded and judged
Every call is recorded. Judge models score each transcript for the outcome and the conversation, and the timings come from the recording. Every figure links to the calls behind it.
Roark is on both sides of every call: it plays the caller, so it keeps the exact text its caller said, and it runs the agent under test, so it sees what the agent’s transcriber heard and what its model wrote for its voice. The transcript and voice figures come from lining those up, with no hand-made transcript in between. Each carries a margin from the synthetic voice or Roark’s transcriber in the loop. Every model faces the same ones under the same conditions, so the figures compare models on the same calls through the same voice and the same ear, though those slips need not fall evenly on each model. The rates will not match a vendor’s figure on a curated set; read them against each other.
An example: one call from this sweep
Speechmatics Linden-1 (own VAD) + OpenAI GPT-6.1 Sol + OpenAI TTS-1 HD, 23 October 2026. Highlighted turns are the ones that affected a score. Every stack's report links to its calls.
See how your own agent compares
Roark runs the same kind of calls against your agent, on your scenarios, with the same scoring.
Rank on Roark score
#1of 654 stacks
55 / 100
The leader
Where it ranks
Its models
Task completion
Task completion
How much of the caller’s task the agent completed: the share of the scenario’s checks a judge model found met in the transcript, averaged over calls. Before v1.3, the share of calls judged 4 or better out of 5.
#110 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.
#1 of 661 on the board · best 0.0%
Agent self-cutoffs
Times the agent cut its own sentence off mid-word.
#1 of 661 on the board · best 0.0 per call
Understanding & effort
Caller effort
How hard the caller had to work: repeating themselves, correcting, re-explaining. 1 = effortless.
Not scored by this sweep.
Repeated-info loops
Times per call the agent re-asked for something the caller had already given.
#180 of 493 on the board · best 0.0 per call
Speech-to-Text
Semantic word error rate
The caller's words the agent's transcriber got wrong in a way that changes the meaning, as a judge reads each difference.
#635 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.
#633 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.
#420 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.
#377 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.
#571 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.
#538 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.
#82 of 661 on the board · best 0.45 s
Latency spikes
Turns where the response took far longer than the rest of the conversation.
#535 of 661 on the board · best 0.0 per call
By industry
| Industry | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| Healthcare | 89% | 4.64 s | — |
| Home services | 98% | 4.52 s | — |
| Insurance | 95% | 4.52 s | — |
| Customer support | 100% | 4.41 s | — |
By caller
| Caller | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| US English, quiet line | 98% | 4.30 s | — |
| Spanish-accented English, city street | 96% | 4.52 s | — |
| Indian English, busy café | — | — | — |
| Southern US, flustered, crying baby | 98% | 4.27 s | — |
| Fast and interrupting, construction outside | 94% | 4.82 s | 92% |
The calls behind the numbers
Customer support
AGENTBrightwave Internet support, this is Alex. What’s going on with your service?
CUSTOMERHi, Alex. Oh, yeah. I work from home and my internet has been down for about two hours. There's a road crew digging up the street outside, so I was wondering if that might be the cause. I already rebooted the gateway twice and checked all the cables. The internet light is blinking orange. Can you check what's happening on your end? My account number is BW883017. Sorry, last digit is one.
AGENTI have your account number as BW883011. I’ll check for an outage first—you won’t need to repeat the reboots or cable checks.
CUSTOMEROkay, perfect. Yeah, I just wanted to make sure because I already tried everything here. So do you see any outage reports in my area? And do you think the road crew outside could be the.
AGENTThere’s no reported outage or maintenance in your area. The roadwork could be related, but I can’t confirm that yet. I’ll test the line to your gateway next.
CUSTOMERAll right, go ahead. Let me know what you find, please. The traffic is pretty loud out here, so if you need me to check something, just let me know.
AGENTThe signal to your gateway is good, but the gateway isn’t registering with our network. The test recommends a remote reset, which I’ll send now. No need to check anything yet.
CUSTOMERYeah. That's fine. I already restarted it myself a couple of times, so let's try your remote reset. I'll wait for the light to change and let you know what happens.
AGENTThe remote reset has completed, and your gateway is now registered and online. Give your devices about two minutes to reconnect, then try opening a webpage and let me know if it loads.
CUSTOMEROkay. The internet light just went solid white. How long should it take for everything to reconnect? And since I lost two hours of work, can I get a credit for the downtime?
AGENTYour devices should reconnect within about two minutes of the reset. With the light now solid white, try loading a webpage. I’ve applied a $10.00 downtime credit to account BW883011. It will appear on your next bill.
CUSTOMERAll right, thanks for the update. So about the credit. I lost two hours of work. Can you make it more than that?
AGENTI understand—two hours offline is a big disruption when you work from home. The credit tool applied $10.00, and I don’t have an option to increase that amount. You can request a further review from our billing team.
CUSTOMEROkay, that would help. Please ask your billing team to review it. Is there anything else I need to do on my end? If not, then for your help. Alex. Goodbye.
AGENTI’m sorry—I can’t submit
AGENTa billing review from here. Please contact Brightwave billing to request a larger credit; the $10.00 credit is already applied for your next bill. If your devices are back online, there’s nothing else you need to do. Thanks for calling, and goodbye.
Healthcare
AGENTRiverbend Health Clinic, this is Alex. How can I help you today?
CUSTOMERHi Alex, I need to reschedule my dermatology.
CUSTOMERAppointment next Wednesday morning. Something came up at work, and I can only make it after 3 p.m. now. My name is Jordan Ellis. Can you help me move it?
AGENTOf course, Jordan Ellis. What’s your date of birth so I can verify your record? I’ll look for a dermatology appointment after 3 p.m.
CUSTOMERMarch 17th, 1948. Sorry. No. 1984. March 17th, 1984.
AGENTThank you—Jordan Ellis, date of birth March 17, 1984. You’re verified. I’ll check your upcoming appointment.
CUSTOMEROkay. Go ahead.
AGENTYour current appointment is with Dr. Okafor next Wednesday at 9:15 a.m. The available slots after 3 p.m. are Tuesday at 3:45 p.m. and Thursday at 4:10 p.m. Which works for you?
CUSTOMERTuesdays don't work, after all. I pick up my daughter. Then what about Friday?
AGENTFriday’s only listed opening is at 11:30 a.m., so it doesn’t fit your after-3-p.m. requirement. Thursday at 4:10 p.m. with Dr. Okafor does. Would that work for you?
CUSTOMERYes, Thursday at 4:10 p.m.. Works before we finish. Is there a fee for changing the appointment?
AGENTChanges made more than 24 hours before your appointment are free; changes within 24 hours carry a $40 fee. I haven’t moved it yet. Shall I go ahead and reschedule with Dr. Okafor for Thursday at 4:10 p.m.?
CUSTOMERYes. Please reschedule it for Thursday at 4:10 p.m. with Doctor Okafor. Also, where should I park when I arrive?
AGENTYou’re rescheduled with Dr. Okafor for Thursday at 4:10 p.m. at Main Campus, Building B. Your confirmation code is RVB-3M8P2. Park for free in Lot C, using the entrance on River Road. Please arrive at 3:55 p.m. with your photo ID and insurance card.
CUSTOMERThat's clear. Does Doctor Okafor accept Aetna insurance?
AGENTI don’t have access to Dr. Okafor’s insurance participation information, so I can’t confirm Aetna coverage. Please check with the clinic’s billing team or Aetna, using your specific plan and the Main Campus location.
CUSTOMERAll right. Thanks for your help today. Goodbye.
AGENTYou’re welcome, Jordan. Goodbye, and take care!
Home services
AGENTCopperline Home Services, this is Alex. What can I help you with?
CUSTOMERSorry I'm a little flustered right now. I've got a pipe under my kitchen sink that just burst. There's water spreading all over the floor, and it's heading right toward a power strip. I've got a baby crying, and I haven't shut the water off yet. Can you help me?
AGENTYes. First, pick up your baby and move to a dry area away from the water and power strip. Don’t touch or unplug
CUSTOMEROkay, I'm moving him now. Sorry. I just. Yeah, I got him away from the water and the power strip. Uh, what do I do about the water? Should I shut it off?
AGENTYes—shut off the water, but only if you can reach the valve without stepping into water near the power strip. Don’t touch the strip, its plug, or nearby outlets. If the valves under the sink are safely reachable, turn them clockwise until closed. Otherwise, use the main water shutoff if you know where it is and can reach it safely. Don’t force a stuck valve. Is the power strip wet yet, and can you safely reach either shutoff?
CUSTOMERI don't think the power strips wet yet, but the water's real close. Uh, I can reach the valve under the sink without stepping in anything, so I'll go ahead and turn it off now. Uh. All right. I just closed it, and the water stopped. So, uh, what happens next?
AGENTGood—the water has stopped. Keep your baby away from the wet area, leave that valve closed, and don’t use the sink. Don’t touch the power strip if water has reached it. I’ll arrange an emergency plumbing visit. What’s your service address, including any unit number, and the best callback number? Is there a gate code or any access instruction?
CUSTOMERThank you. I really appreciate it. So my address is 1480 Larkspur Avenue, unit 4D. I moved from four B to 4D last month, just so you have the right unit. The gate code is pound 2719, and my callback number is 503 5550139.
CUSTOMERNo, sorry, 0193, is that enough?
CUSTOMERHello?
AGENTI’m here—thank you for waiting. Yes, I’ve got your corrected callback number: 503-555-0193. Your request is CPL-58210, for 1480 Larkspur Avenue, unit 4D, gate code #2719. I’m using 4D, not the old 4B on file. The earliest emergency arrival window is today, 2–4 PM. Your Copperline Care member emergency callout fee is $99. Do you agree to that fee and want me to book that window?
CUSTOMERI'm sorry. Is there any way someone could come before 2 p.m.? I've got a baby here, and I'm worried about the water and the power. Or two. The absolute soonest.
AGENTI understand, especially with your baby there. Today, 2–4 p.m. is the earliest arrival window available; I can’t promise someone before 2. Keep the sink
CUSTOMERI. All right. I guess I don't really have a choice. Yeah. Please book that window for me. Sorry for all the questions. Can you tell me who's coming and how I'll know they're on the way? And just to double check, my ticket number is CPL58210, right?
AGENTNo need to apologize. You’re booked for today, 2–4 p.m., with Dana. They’ll text 503-555-0193 about 30 minutes before arrival. Your member emergency callout fee is $99. Yes, your ticket is CPL-58210. The visit is at 1480 Larkspur Avenue, unit 4D, with gate code #2719. Until then, leave the sink valve closed and keep yourself and your baby away from the wet area and power strip. If you notice sparks, smoke, or a burning smell, leave the area and call 911.
CUSTOMERThank you. That's exactly what I needed. I'll watch for that text and keep my baby clear. I appreciate your help and thanks for double checking everything. Goodbye.
AGENTYou’re welcome. Take care of yourself and your baby. Goodbye.
Insurance
AGENTNorthgate Mutual claims, this is Alex. Are you somewhere safe right now?
CUSTOMEROh, yes, I am safe. I am just standing next to my car on the street. There's a lot of traffic here, but nobody is hurt.
AGENTWith that traffic nearby, please stay out of the roadway and move to a safe spot away from passing cars if you can. If you’re in immediate danger, call 911 first. What’s your policy number and the policyholder’s last name?
CUSTOMERMy policy number is NAG4471903. Oh no, sorry, last one is two. And the Policyholder's last name is Ramirez.
AGENTThank you. Your corrected policy number is NAG4471902, and the last name is Ramirez. I’ll verify that now.
CUSTOMERYes that's right. The policy number is NG4471902. And the last name is Ramirez.
AGENTThank you for correcting that. The policy number is NG4471902, with no “A,” and the last name is Ramirez. I’ll verify the corrected number.
CUSTOMERYes that's correct. The policy number is NG4471902. And the last name is Ramirez.
AGENTYour policy NG4471902
CUSTOMERYes. Go ahead. That's my policy NG4471932.
AGENTI heard a new correction: NG4471932, ending in 32. I’ll verify that number under Ramirez.
CUSTOMEROh sorry that's not right. The last two digits are 902. So NG4471932. The last one is two, not three two.
AGENTLet’s make sure I have it right. You said the ending is 902, but also repeated a number ending in 932. Do you mean NG4471902?
CUSTOMERYes, exactly. The policy number is NG4471932. The ending is 902.
CUSTOMERHello?
AGENTI’m here, and I’m sorry for the confusion. I’m hearing two different endings: 932 and 902. Could you read the full policy number from your card, one character at a time?
CUSTOMEROf course, let me read it slowly NG4471932, that's what printed on my card.
AGENTThank you. I have NG4471932 as printed on your card, under Ramirez. I’ll verify that number.
CUSTOMEROh sorry, that's not correct, the card says NG4471902. The ending is 902. Could you check again please?
AGENTOf course. Your corrected policy number is NG4471902, ending in 902. I’ll check it again under Ramirez.
CUSTOMERYes that's right, the policy number ends in 902 under Ramirez.
AGENTYour policy NG4471902 under Ramirez is verified for a 2021 Honda CR-V. When and where did the accident happen, and can you tell me what happened? Is the car safe to drive?
CUSTOMERSo the accident happened about 20 minutes ago at SW Fifth Avenue and Alder Street. I was stopped at a red light and another car hit the back of my car. The back bumper is crushed and the rear wheel is rubbing, so I can't drive it. Nobody is hurt. I'm standing next to the car now. Police did not come.
AGENTSince the rear wheel is rubbing, please don’t drive the car. Stay away from passing traffic; if you’re in immediate danger, call 911. Which city and state is SW Fifth Avenue and Alder Street in, and what’s a callback number for the tow driver? I can arrange a tow. Also, what’s the other driver’s name, insurance company, and license plate? If you don’t have those details, just let me know.
CUSTOMEROh, it's SW fifth. Avenue and Alder Street in Portland, Oregon. My callback number is (802) 302-0384. The other driver's name is Kevin Lund. His insurance is Pacific Shore, and the license plate is 7KX, like X-ray R 214.
AGENTI have Kevin Lund, insured by Pacific Shore, with license plate 7KXR214—seven, K, X as in X-ray, R, two, one, four. I’ll open the claim under policy NG4471902 and request a tow to SW Fifth Avenue and Alder Street in Portland, Oregon. The tow driver’s callback number will be (802) 302-0384.
CUSTOMEROkay, that's correct. Can you tell me how. Much I have to pay for this? And do I get a rental car while mine is being repaired also? Will my premiums go up because of this? And where will the car be taken with the tow?
AGENTHere’s
CUSTOMERHello?
AGENTI’m here—sorry for the interruption. - What you pay: Your collision deductible is $500. That isn’t necessarily your final out-of-pocket cost; your adjuster can explain how it applies to this claim. - Rental: Your policy provides $40 per day for up to 30 days, starting the day the claim is opened. - Premiums: I can’t determine whether your premium will go up from the information available. - Tow: Eastside Towing has been dispatched, with an estimated arrival of 45 minutes. Your car will be taken to the Northgate partner repair shop at 9th and Morrison. Your
CUSTOMEROkay. He hit me, so I should not. Have to pay. That, right? Also, can you tell me the claim number, please?
AGENTI understand—you were stopped and the other driver hit you. But I can’t promise you won’t have to pay the deductible. Your policy’s collision deductible is $500; your adjuster can explain whether it applies and whether it may be recovered from the other driver’s insurer. Your claim number is NGM-904417—N,
CUSTOMERRight, I understand. I'll talk to the adjuster. About the deductible. So the claim number is NGM9044. Yes. Thank you for your help. Goodbye.