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
#264of 654 stacks
51 / 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.
#1 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.
#624 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.
#474 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.
#537 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.
#389 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.
#343 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.
#332 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.
#589 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.
#613 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% | 4.86 s | — |
| Home services | 100% | 4.53 s | — |
| Insurance | 100% | 4.87 s | — |
| Customer support | 100% | 5.02 s | — |
By caller
| Caller | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| US English, quiet line | 98% | 4.17 s | — |
| Spanish-accented English, city street | 100% | 5.13 s | — |
| Indian English, busy café | 100% | 4.30 s | — |
| Southern US, flustered, crying baby | 100% | 5.55 s | — |
| Fast and interrupting, construction outside | 98% | 4.77 s | 100% |
The calls behind the numbers
Customer support
AGENTBrightwave Internet support, this is Alex. What’s going on with your service?
CUSTOMERHi. Yeah, I'm calling because my internet has been down for about two hours now. I work from home, so it's a big problem. There's a road crew outside, you know, digging up the street. I already rebooted the gateway twice and checked all the cables.
CUSTOMERBut the internet light is just blinking orange.
CUSTOMERCan you check if maybe the road work is causing this? My account number is BW883017. Oh, sorry.
CUSTOMERLast digit is one.
AGENTGot it—account BW883011.
AGENTI’ll check for an area outage first. No need to repeat the reboots or cable checks.
CUSTOMEROkay, thanks.
CUSTOMERYou think the road crew might be the reason? I really need to know how long it'll take?
CUSTOMERMy work depends on this.
AGENTThere’s no known area outage or maintenance reported.
AGENTThe roadwork could still be related, but I can’t confirm that or give a repair estimate yet. I’ll test your line now.
CUSTOMERAlright. Go ahead. I'm on a busy street, so if you need a minute, just let me know.
AGENTThe signal to your gateway is good, but the gateway isn’t registering on our network.
AGENTI’ll send the recommended remote reset now and check whether it reconnects.
CUSTOMEROkay. Go ahead. Let me know when it's done.
AGENTThe remote reset is done, and your gateway is now registered and online. Your devices may take about two minutes to reconnect. Once they do, can you try opening a website to confirm you’re back online?
CUSTOMERAll. Right. The light on the gateway just went solid white. Now, how long do you think until all my devices reconnect?
CUSTOMERAnd since my internet was down for two hours.
CUSTOMERCan I get a credit for the damn?
AGENTYour devices should reconnect within about two minutes of the reset. If one doesn’t, try turning its Wi-Fi off and back on. I’ve also applied a $10.00 credit for the downtime. It will appear on your next bill.
CUSTOMERBut I lost. Two hours of work. Can you make it more than that?
AGENTI understand—two hours offline disrupted your work. The $10.00 credit is confirmed, but I can’t set a higher amount with the tools available here. You can request a further review from Brightwave’s billing team.
CUSTOMERAll right. Got it. Thank you for your help. Goodbye.
AGENTYou’re welcome. I’m glad we got you back online.
Healthcare
AGENTRiverbend Health Clinic, this is Alex. How can I help you today?
CUSTOMERHey, there. Sorry.
CUSTOMERI'm a little frazzled. Got a baby crying in the background. I need to move my dermatology appointment. That's supposed to be next Wednesday morning.
CUSTOMERI just found out I got to work that shift.
CUSTOMERCan you help me reschedule it?
AGENTOf course—no need to apologize.
CUSTOMERI.
CUSTOMERYeah. It's Wade Carter.
CUSTOMERMy date of birth is March 17th, 1948.
CUSTOMERSorry. No. 1984.
CUSTOMERMarch 17th, 1984.
CUSTOMERIs that okay?
AGENTYes—Wade Carter, March 17th, 1984. Let me look up your appointment.
CUSTOMEROkay. Thank you.
CUSTOMERSorry. I just want to make sure it's all right.
CUSTOMERSo, uh, I really need to move it to sometime after 3 p.m., if that's possible. Is that going to be a problem?
AGENTThere are options after 3 p.m. Your current appointment is next Wednesday at 9:15 a.m. with Dr. Okafor. Would Tuesday at 3:45 p.m. or Thursday at 4:10 p.m. work better?
CUSTOMEROh, sorry. I just realized Tuesdays won't work after all.
CUSTOMERI have to pick up my daughter, then.
CUSTOMERWhat about Friday?
CUSTOMERIs there anything after 3 p.m. on Friday?
AGENTDr. Okafor’s only listed Friday opening is at 11:30 a.m., so that won’t fit your after-3 p.m. requirement. Would Thursday at 4:10 p.m. work?
CUSTOMERI think Thursday. At 4:10 p.m. should be fine.
CUSTOMERCan you go ahead and book that for me?
CUSTOMERI just want to make sure. Is there any fee for changing the appointment?
AGENTChanges are free if made more than 24 hours before your current appointment; changes within 24 hours carry a $40 fee.
CUSTOMERI.
CUSTOMERSorry. Is that. Going to be a problem?
AGENTTake your time—what would you like to check?
CUSTOMERI just want to make sure I'm not going to get charged since it's still more than.
CUSTOMEROh.
CUSTOMERI'm waiting on you.
CUSTOMERYou were going to check if there's a fee for changing the appointment.
CUSTOMERAlso, can you tell me where to park when I come in?
AGENTIf it’s still more than 24 hours before your appointment, there’s no change fee. Parking is free in Lot C, with the entrance on River Road.
AGENTI’ll move your appointment to Thursday at 4:10 p.m. with Dr. Okafor now.
CUSTOMEROkay.
CUSTOMERThank you.
CUSTOMERThat helps a lot.
CUSTOMEROne more thing.
CUSTOMERDoes Doctor Okafor accept Aetna insurance?
CUSTOMERI just want to be sure before I come in. And uh could you read back the new time and give me the confirmation code just so nothing gets lost.
AGENTYour appointment with Dr. Okafor is now Thursday at 4:10 p.m. Your confirmation code is RVB-3M8P2 — R, V, B, dash, 3, M, 8, P, 2. Please arrive 15 minutes early with your photo ID and insurance card. I can’t verify whether Dr. Okafor accepts Aetna from the information available here. Please check with the clinic’s billing team or Aetna to confirm coverage for your specific plan before you come in.
CUSTOMERAll right. Thank you for letting me know.
CUSTOMERI'll double check. With billing. Sorry for all the questions.
CUSTOMERI just worry about things getting mixed up.
CUSTOMERI appreciate your help.
CUSTOMERGoodbye.
AGENTYou’re very welcome, Wade—no need to apologize.
AGENTTake care, and goodbye!
Home services
AGENTCopperline Home Services, this is Alex. What can I help you with?
CUSTOMERHi, Alex. I have an emergency here. A pipe under my kitchen sink just burst and water is spreading across the floor toward a power strip. I haven't shut the water off yet.
CUSTOMERCan you help me with this?
AGENTYes.
CUSTOMEROkay.
CUSTOMERRight. Go ahead.
AGENTStay out of the water, and don’t touch the power strip or anything plugged into it. Keep everyone and pets away. If you can reach your main water shutoff without stepping into water or going near electrical equipment, turn it off now. If your electrical panel is dry and safely accessible, shut off power to the kitchen; otherwise, don’t approach it. Is anyone hurt, and do you see sparks or smoke? Can you safely reach the water shutoff?
CUSTOMERNo.
CUSTOMERNo one is hurt, and I don't see any sparks or smoke. I can reach the water shut off safely.
CUSTOMERSo I'll go ahead and turn it off now. The water has stopped.
CUSTOMERWhat should I do next?
AGENTKeep away from the wet area and power strip, even with the water stopped. Don’t unplug it or start cleanup until power to that area is safely off. If you can reach a dry electrical panel without crossing water, switch off the kitchen circuit. I’ll arrange an emergency visit. What’s your service address, including any unit number, and the best callback number?
CUSTOMERMy.
CUSTOMERYes.
CUSTOMERThere is. The gate code is pound two.
CUSTOMERSeven. One nine.
AGENTI have the gate code as #2719—is that correct? What’s the service address, including any unit number, and the best phone number to reach you?
CUSTOMERIt's actually pound.
CUSTOMERTwo. Seven. One nine.
CUSTOMERThe pound sign comes first.
CUSTOMERMy address is 1480 Larkspur Avenue, unit 4D. I recently moved from unit four B to 4D, so please use 4D. The best callback number is 503.
CUSTOMER5555.
CUSTOMER0139.
CUSTOMERNo, 0193.
AGENTGot it: 1480 Larkspur Avenue, unit 4D—not 4B—and gate code #2719, with the pound sign first. For the callback number, I heard an extra digit. Did you mean 503-555-0193?
CUSTOMERYes.
CUSTOMERThat's right.
CUSTOMER503.
CUSTOMER5550193.
CUSTOMERHello?
AGENTI’m here. The earliest emergency arrival window is today, 2:00–4:00 PM. As a Copperline Care member, your emergency callout fee is $99. Do you agree to that fee and want me to book it? Your ticket is CPL-58210. I have 1480 Larkspur Avenue, unit 4D, gate code #2719, and callback number 503-555-0193.
CUSTOMERCan anyone come before two?
CUSTOMERThe water is stopped. But I'd like someone as soon as possible. If not, I'll take the 2 to 4 p.m. window. Who will be coming? And how will I know they're on the way? Also, can you confirm the ticket number one more time?
AGENTToday’s 2–4 p.m. window is the earliest available. I don’t yet have a technician’s name or a confirmed notification method, so I can’t tell you who’s coming or promise an on-the-way call. Your ticket number is CPL-58210. Before I book, do you agree to the $99 member emergency callout fee?
CUSTOMERYes.
CUSTOMERI agree to the $99 emergency call out fee. Please book it for the 2 to 4 p.m. window. Thanks for confirming the ticket number.
CUSTOMERCPL58210.
CUSTOMERGoodbye.
CUSTOMERHello.
AGENTI’m here—your visit is booked for today, 2–4 p.m., with Dana. They’ll text 503-555-0193 about 30 minutes before arrival. The agreed emergency callout fee is $99. Confirmed: 1480 Larkspur Avenue, unit 4D, gate code #2719. Your ticket is CPL-58210. Keep the water shut off and stay away from the wet area and power strip until it’s safe.
CUSTOMERThank you Alex.
CUSTOMERI'll keep the water shut off and stay clear of the area. Goodbye.
AGENTYou’re welcome. Stay safe, and goodbye.
Insurance
AGENTNorthgate Mutual claims, this is Alex. Are you somewhere safe right now?
CUSTOMERYes.
CUSTOMERI'm in a safe spot right now. I'm standing next to my car, not in the street.
AGENTIs anyone injured?
CUSTOMERNo.
CUSTOMERNobody is hurt.
CUSTOMEREveryone's okay.
CUSTOMERHello?
CUSTOMERIt's n g.
CUSTOMER4471903.
CUSTOMERNo, sorry. Last one is two.
AGENTI'm here. I have your policy number as NG4471902, with the last digit corrected to two. Is that right? And what’s the policyholder’s last name?
CUSTOMERYes.
CUSTOMERThat's right. The last name is Ellis.
CUSTOMERHello.
CUSTOMEROkay.
CUSTOMERSo about the accident.
CUSTOMERThe other driver hit my car from behind while I was stopped at a red light. The back bumper is crushed and the rear wheel is rubbing, so I can't drive it. I'm going to need a tow truck.
CUSTOMERThe other driver is Kevin Lund, insured with Pacific Shore. His plate is seven.
CUSTOMERK.
CUSTOMERX like X-ray.
CUSTOMERAre.
CUSTOMERTwo. One. Four. How much do I have to pay for this?
CUSTOMERWill I get a rental car? And is my premium going to go up also? Where will the car be taken? And I'd like to hear the claim number, please.
AGENTI’m here, Ellis. Your policy is verified. Your collision deductible is $500. Rental coverage is $40 per day for up to 30 days, starting the day the claim is opened, and towing is covered up to 25 miles. I can’t determine whether your premium will change. I have the other driver as Kevin Lund, insured with Pacific Shore, and his plate as 7KXR214. Is that plate correct?
AGENTSince the rear wheel is rubbing, please don’t drive the car. I can arrange a tow once I have its location. The tow destination hasn’t been confirmed yet. Before I open the claim and give you the claim number:
- When did the accident happen? - Where did it happen, and is your car still there? - Did police attend? If so, do you have a report number? - What callback number should the tow driver use?
CUSTOMERThe police did not come.
CUSTOMERSo there's no report number. The accident happened about 20 minutes ago at SW fifth Avenue and Alder Street, and my car is still at the scene. The tow driver can call me at 618278.
CUSTOMER3144.
CUSTOMERHello?
AGENTI’m here.
CUSTOMERAll right.
CUSTOMEROkay.
CUSTOMERI'm ready.
AGENTYour claim is open.
CUSTOMERGreat.
CUSTOMERAll right. Could you. Please give me the full claim number?
AGENTYour claim number is NGM-904417 — N G M, nine zero four four one seven. Your assigned adjuster is Priya Shah. To arrange the tow, what city and state is SW Fifth Avenue and Alder Street in? I also have your callback number as 618-278-3144 and the other driver’s plate as 7KXR214. Are those correct?
CUSTOMERYes.
CUSTOMERThat's correct. The accident happened in Portland, Oregon.
CUSTOMERThe callback number and plate are right.
AGENTYour full claim number is NGM-904417 — N G M, nine zero four four one seven. Eastside Towing has been dispatched, with an estimated arrival in 45 minutes. They’ll take your car to the Northgate partner repair shop at 9th and Morrison. The driver has your callback number, 618-278-3144. Please stay in a safe spot while you wait.
CUSTOMERThank you for all your help. Goodbye.
AGENTYou’re welcome. Stay safe, and goodbye.