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
#82of 654 stacks
56 / 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.
#5 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.
#1 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.
#529 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
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.
#525 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.
#567 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.
#418 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.
#366 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.
#390 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.
#496 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.
#558 of 661 on the board · best 0.45 s
Latency spikes
Turns where the response took far longer than the rest of the conversation.
#391 of 661 on the board · best 0.0 per call
By industry
| Industry | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| Healthcare | 97% | 4.45 s | — |
| Home services | 97% | 4.69 s | — |
| Insurance | 100% | 3.99 s | — |
| Customer support | 100% | 4.39 s | — |
By caller
| Caller | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| US English, quiet line | 100% | 4.38 s | — |
| Spanish-accented English, city street | 96% | 4.22 s | — |
| Indian English, busy café | 100% | 4.03 s | — |
| Southern US, flustered, crying baby | 100% | 4.21 s | — |
| Fast and interrupting, construction outside | 96% | 4.60 s | 91% |
The calls behind the numbers
Customer support
AGENTBrightwave Internet support, this is Alex. What’s going on with your service?
CUSTOMERHey, Alex.
CUSTOMERMy internet's been down for two hours now, and there's a road crew digging right outside. I work from home. Really need this fixed fast.
CUSTOMERI've rebooted the gateway twice. Checked every cable and the internet light is blinking orange. Is this roadwork the cause?
CUSTOMEROf.
CUSTOMERHello?
AGENTI’m here—sorry for the delay.
CUSTOMERLa.
CUSTOMERYep.
CUSTOMERThat's fine.
CUSTOMERYeah, I saw them digging up. The street, so I thought it might be connected.
CUSTOMERCan you check if there's an outage in my area?
CUSTOMERMy account number is BW883017. Sorry, last digit is one.
AGENTGot it—account BW883011, with the corrected last digit of one. I’ll check for an area outage. The digging could be related, but I can’t confirm that yet.
CUSTOMERRight? Go ahead and check.
CUSTOMERI really need this sorted quickly.
AGENTThere’s no known area outage or maintenance reported. I’ll test your line now—you don’t need to repeat the reboots or cable checks.
CUSTOMEROkay, good, let me know what you find.
AGENTThe signal to your gateway is good, but the gateway isn’t registered on the network. The test recommends a remote reset; I’ll do that now and check whether it reconnects.
CUSTOMEROkay.
CUSTOMERSure. Go ahead.
CUSTOMERHow long will. That take?
AGENTThe remote reset is complete, and your gateway is now registered and online. Your devices may take about two minutes to reconnect. After that, try opening a website and let me know if it works.
CUSTOMERAll right. The internet light just went solid white.
CUSTOMERHow long. Until everything's back up? Can I get a credit for the downtime?
CUSTOMERI lost two hours of work.
AGENTYour gateway is online now; your devices should reconnect within about two minutes of the reset. Try opening a website to confirm you’re back up. I’ve also applied a $10.00 service credit for the downtime. It will appear on your next bill.
CUSTOMERTwo hours of work. Can you make it more than
AGENTI understand—two hours offline is a big disruption when you work from home. The $10 credit is already applied, but I don’t have a way to increase the amount here.
CUSTOMERthat? Exactly. Can you bump the credit up a
CUSTOMERbit? All right. Thanks for checking.
CUSTOMERAppreciate your
AGENTYou’re welcome. I hope the rest of your workday goes more smoothly.
Healthcare
AGENTRiverbend Health Clinic, this is Alex. How can I help you today?
CUSTOMERYeah, I need to reschedule.
CUSTOMERMy dermatology appointment next Wednesday morning.
CUSTOMERJust go to work shift that day. I'm short on time. So can we do this quickly?
AGENTAbsolutely—we’ll keep it quick. What’s your full name and date of birth so I can find your appointment?
CUSTOMERMarch 17th, 1948.
CUSTOMERSorry. No. 1984.
CUSTOMERMarch 17th, 1984.
AGENTGot it—March 17, 1984. And your full name?
CUSTOMERRight. Nate Brooks.
AGENTThanks, Nate Brooks. I found your dermatology appointment with Dr. Okafor next Wednesday at 9:15 a.m. What days and times work for you instead?
CUSTOMERI can only do after 3 p.m..
CUSTOMERJust give me the earliest one you have.
AGENTThe earliest opening after 3 p.m. is Tuesday at 3:45 p.m. with Dr. Okafor. Shall I move your appointment to that slot?
CUSTOMERYeah. Just whatever.
CUSTOMERIs soonest. After three. I gotta run.
AGENTYou’re rescheduled with Dr. Okafor for Tuesday at 3:45 p.m. Confirmation: RVB-3M8P2. Please arrive at 3:30 p.m. with your photo ID and insurance card.
CUSTOMERActually, Tuesdays don't.
CUSTOMERWork for me, after all. I pick up my daughter.
CUSTOMERWhat about Friday?
AGENTFriday’s opening is at 11:30 a.m., so it doesn’t fit your after-3 requirement. Thursday at 4:10 p.m. does—would that work?
CUSTOMERThursday at 4:10 p.m.. Works.
CUSTOMERGo ahead and book that.
CUSTOMERThat's good. Book it for Thursday at 4:10 p.m..
AGENTYour appointment with Dr. Okafor is now Thursday at 4:10 p.m., replacing Tuesday’s appointment. Confirmation code: RVB-3M8P2.
CUSTOMERYup. Got it.
CUSTOMERIs. There a fee for changing. The appointment?
CUSTOMEROkay. Got it. Where should I
CUSTOMERpark? Right. That's fine.
CUSTOMERDoctor Okafor. Take Aetna insurance.
AGENTChanges more than 24 hours before the appointment are free; within 24 hours, there’s a $40 fee. Parking is free in Lot C, with the entrance on River Road. I can’t verify whether Dr. Okafor accepts your Aetna plan here. Please check with the clinic’s billing team or Aetna to confirm coverage.
CUSTOMERAll right I'll check with billing.
CUSTOMERCan you read back the new appointment time and. The confirmation code.
CUSTOMERI need to make sure I've got it right just to be clear. Can you read back the new time and confirmation code?
AGENTYour appointment with Dr. Okafor is Thursday at 4:10 p.m.
Your confirmation code is RVB-3M8P2 — R, V, B, dash, 3, M, 8, P, 2.
CUSTOMERRight. That's Thursday at 4:10 p.m. with confirmation code RVB3M8P2.
CUSTOMERThanks for your help. Goodbye.
AGENTYou’ve got it. You’re welcome, Nate!
Home services
AGENTCopperline Home Services, this is Alex. What can I help you with?
CUSTOMERHi. I've got an emergency. There's a pipe under my kitchen sink that just burst. Water is spreading across the floor, heading toward a power strip.
CUSTOMERI need someone out right away.
AGENTKeep away from the water and power strip—don’t touch or unplug it.
CUSTOMEROkay.
CUSTOMERYeah, I know. I'm staying clear. I'm shutting the water off now.
CUSTOMEROkay. It stopped.
CUSTOMERSo what's the fastest way to get someone out here?
AGENTThe earliest emergency arrival window is today, 2–4 PM. Keep clear of the wet area and power strip; is anyone hurt, or is there any sparking or smoke? What’s your service address, including any unit number, and your callback number? I’ll check your account and confirm the applicable fee before booking.
CUSTOMERNo one's.
CUSTOMERHurt. And there's no smoke or sparking.
CUSTOMERMy address is 1480 Larkspur Avenue, unit 4D. I moved from Forbes last month.
CUSTOMERThe gate code is 2719.
CUSTOMERMy callback number is (503) 555-0139, no. 0193.
CUSTOMERCan anyone come before 2 p.m.? What's the cost for the visit?
AGENTThe earliest window offered is today, 2–4 PM; nothing before 2 PM is available.
CUSTOMERIt's the one before 2 p.m. if possible. Just give me the earliest emergency slot and let me know what to visit costs.
CUSTOMERAll right.
CUSTOMERJust give me the earliest one. Then 2. To 4 p.m..
CUSTOMERGo ahead. What's the fee?
AGENTAs a Copperline Care member, your emergency callout fee is $99. The earliest arrival window is today, 2–4 PM.
CUSTOMERGot it. $99.
CUSTOMERGo ahead and book it.
CUSTOMERWho's coming? And how will I know? They're on the way?
CUSTOMERAnd I need the ticket number.
AGENTYou’re booked for today, 2–4 PM, with Dana.
CUSTOMERLa. All right, so Dana's coming between 2 and 4 p.m.. And they'll text (503) 555-0193.
CUSTOMERWhat's my ticket number?
AGENTYour ticket number is CPL-58210. Yes—Dana is booked for today, 2–4 PM, and will text (503) 555-0193 about 30 minutes before arrival.
CUSTOMEROkay.
CUSTOMERPerfect. That's everything I needed. Thank. Goodbye.
AGENTYou’re all set: 1480 Larkspur Avenue, unit 4D, gate code 2719, callback (503) 555-0193.
CUSTOMERI'm all set. Thanks for your help.
CUSTOMERGoodbye.
AGENTYou’re welcome. Stay safe, and goodbye.
Insurance
AGENTNorthgate Mutual claims, this is Alex. Are you somewhere safe right now?
CUSTOMERYeah, I'm all right.
CUSTOMERSorry. I'm at home, but my car's sitting out front.
CUSTOMERI just, uh, got hit about 20 minutes ago.
CUSTOMERI'm standing next to it now, so I'm safe.
CUSTOMERBut the baby's fussing inside, and I'm a little flustered.
CUSTOMERIs that okay?
AGENTOf course. Take your time—if it’s safe, you can go inside to tend to your baby while we talk. Was anyone injured in the accident, even a little? If anyone is hurt or in danger, please call 911 first.
CUSTOMERNo. Nobody's hurt, thank goodness.
CUSTOMERI checked myself and the baby. We're both fine. And the other driver seemed all right to.
CUSTOMERI'm just a little shook up and worried, that's all.
CUSTOMERIs it okay if I stay on the line with.
AGENTYes, you can stay on the line with me. We’ll take this one step at a time. What’s your policy number and the policyholder’s last name?
CUSTOMERAll right. Uh, my. Policy number is NG4471903.
CUSTOMERNo, sorry, last one is two.
CUSTOMERMy last name's Carter.
CUSTOMERIs that what you needed?
AGENTYes, thank you. With that correction, I have policy number NG4471902, and the last name Carter. I’ll verify that now.
CUSTOMEROkay. I hope. That's the right one.
CUSTOMERJust want to make sure you've got everything you need.
CUSTOMERIs there anything else I should give you right now?
AGENTYour policy is verified for a 2021 Honda CR-V. We’ll take the rest a little at a time. You said the accident was about 20 minutes ago—what was the approximate time, and where did it happen? Can you tell me what happened?
CUSTOMERYeah, sure. Uh.
AGENTTake your time.
CUSTOMERSo it was about 20 minutes ago. Right around,
CUSTOMERuh.
CUSTOMERThanks.
CUSTOMERSorry.
CUSTOMERI'm just a little rattled.
CUSTOMERIt happened about 20 minutes ago at SW fifth Avenue and Alder Street. I was stopped at a red light, and another car just hit the back of mine.
CUSTOMERThe bumpers crushed and the rear wheels rubbing, so I can't drive it. Nobody's hurt though.
CUSTOMERIs that all right, or do you need more details?
AGENTThat’s helpful, thank you. You were stopped at a red light at SW Fifth Avenue and Alder Street when another car hit you from behind. With the rear wheel rubbing, please don’t drive it. I can arrange a tow—what’s the address where the car is now, and a callback number for the tow driver?
CUSTOMERYeah. Sorry. The car's at my home address. Right
AGENTTake your time. What’s the street address, including the city, where the tow truck should come?
CUSTOMERnow. I'm at SW fifth Avenue and Alder Street.
CUSTOMERSorry, I don't have the full address in front
CUSTOMERof me. Could you. Maybe look it up from my policy? I
CUSTOMERknow, all right. Thank
CUSTOMERyou.
CUSTOMERI just. Oh, okay. Sorry, I just I'm.
AGENTNo need to apologize. The policy lookup didn’t return your home address, so I can’t look it up here. Just to make sure I send the tow to the right place: is the car at SW Fifth Avenue and Alder Street now, or outside your home? If it’s at the intersection, what city is that in?
CUSTOMERSorry. It's still at the intersection.
CUSTOMERSW fifth Avenue and. Alder Street in Portland. I haven't moved it. Just standing here next
CUSTOMERto it. Is that enough to send the
CUSTOMERtow?
AGENTYes—SW Fifth Avenue and Alder Street in Portland is enough to request the tow. Please wait somewhere safe, away from traffic, rather than beside the car. What phone number can the tow driver call you on?
CUSTOMERYeah, it's my cell. 9073087.
CUSTOMER059.
CUSTOMERAll right. I'm
CUSTOMERready. What else. Do you need
CUSTOMERfrom me? Yeah, I've got most
AGENTEastside Towing has been dispatched, with an estimated arrival in 45 minutes. The destination is the Northgate partner repair shop at 9th and Morrison. Next, do you have the other driver’s name, insurance company, and license plate? Also, did police attend? It’s okay if you don’t have all of that.
CUSTOMERof that. The other driver's name is Kevin Lund. Insured
CUSTOMERwith.
AGENTKevin Lund—got it.
CUSTOMERAll right.
CUSTOMEROkay. I hope that's. The right spelling.
CUSTOMERHis insurance company is Pacific. Shore, and. His license. Plate is 7KX, like X-ray R. 214.
CUSTOMERPolice didn't come out. Just
CUSTOMERus. Is that all
CUSTOMERyou need? I.
AGENTYes, that’s enough to open the claim. I have Kevin Lund, insured with Pacific Shore, and license plate 7KXR214—seven, K, X as in X-ray, R, two, one, four. No police attended.
CUSTOMERAll right. Thank you for. Sorry.
CUSTOMERDid you need something else from me? I'm just a little
CUSTOMERanxious. What else should. I do
CUSTOMERright now? All right. Thank you. That helps
AGENTYou’ve given me what I need to open your claim. No need to apologize. Your claim number is NGM-904417—N, G, M, nine, zero, four, four, one, seven. Your assigned adjuster is Priya Shah, who will contact you within one business day. For now:
- Wait somewhere safe, away from traffic, with your baby. Don’t drive the car. - Keep your phone available for Eastside Towing. Their estimated arrival is 45 minutes. - If it’s safe, save photos of the damage and the other driver’s information. Don’t step into traffic to take pictures. We can pause here. You don’t need to gather anything else right now.
CUSTOMERa lot.
CUSTOMERUm. Can
CUSTOMERI ask? How much am I going to have to pay for
CUSTOMERthis? They're a deductible or anything I need to
CUSTOMERworry about.
CUSTOMERAnd, uh. Do I get a rental car while mine's
CUSTOMERbeing fixed? Sorry,
CUSTOMERI. Just want to make sure I understand
CUSTOMEReverything. Okay,
AGENTOf course. I checked your coverage:
- Collision deductible$500. That’s the amount you’re responsible for toward covered collision repairs. - Rental reimbursement: up to $40 a day for up to 30 days, starting the day your claim is opened. That helps pay for a rental while your car is being repaired. - Towing: covered up to 25 miles. The $500 deductible isn’t necessarily your total out-of-pocket cost—rental charges above those limits or towing beyond 25 miles could cost extra. Your adjuster can explain how these apply to your claim.
CUSTOMERbut. Um, he hit me, so I shouldn't
AGENTYou’re welcome.
AGENTI understand—he hit you while you were stopped, so it’s reasonable to question why you’d pay. Your policy has a $500 collision deductible if the repairs are handled under your collision coverage. That doesn’t determine who was at fault. Whether the other driver’s insurer pays, or whether you can recover that deductible, still needs to be worked out. I can’t promise you won’t have to pay it, but Priya can explain your options and how that applies to your claim.