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
67 / 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.
#37 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.
#332 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.
#249 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.
#183 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.
#326 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.
#284 of 648 on the board · best 1.9%
Voice
Human-likeness
How human the agent's voice sounds, scored by an audio model on intonation, rhythm and expressiveness. 5 = hard to tell from a person.
#123 of 659 on the board · best 4.3 / 5
Voice consistency
Share of calls where every line the agent spoke was the same speaker, with no change of speaker, gender or language voice partway. It checks who is speaking, not how they sound.
Not scored by this sweep.
#1 of 659 on the board · best 100%
Latency
Response time
The silence between the caller finishing and the agent starting to speak, measured from the recording on every turn of the call.
#427 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.
#16 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 | 95% | 4.56 s | — |
| Home services | 98% | 3.97 s | — |
| Insurance | 94% | 4.09 s | — |
| Customer support | 100% | 3.99 s | — |
By caller
| Caller | Task completion | Latency P50 | Barge-in handling |
|---|---|---|---|
| US English, quiet line | 100% | 4.09 s | — |
| Spanish-accented English, city street | 98% | 3.98 s | — |
| Indian English, busy café | 89% | 3.79 s | — |
| Southern US, flustered, crying baby | 98% | 4.64 s | — |
| Fast and interrupting, construction outside | 100% | 4.23 s | 100% |
The calls behind the numbers
Customer support
AGENTBrightwave Internet support, this is Alex. What’s going on with your service?
CUSTOMERHey, I really need this fixed fast. My internet's been down for 2 hours now. There's a road crew digging up the street right outside, and I work from home, so this is urgent. I already I rebooted the gateway twice and checked every cable. The internet light is blinking orange. Can you check if the roadwork is the cause? My account number is BW883017. Sorry, last digit is 1.
AGENTI’ve verified account BW883011. I’ll check
CUSTOMERYeah, that's right. Go ahead, what's next?
AGENTThere’s no known area outage or maintenance, so I can’t confirm the roadwork is the cause. Since you’ve already rebooted and checked the cables, I’ll test the line next.
CUSTOMERRight, got it. That's exactly what I need. Go ahead and test the line, please.
AGENTThe line test showed good signal, but your gateway wasn’t registered. I sent the recommended remote reset, and it’s
CUSTOMERYep, I know what that means. The light just went solid white now. How long until my devices reconnect?
AGENTnow
AGENTAbout two minutes after the reset. Your gateway is registered
CUSTOMERRight.
AGENTand
AGENTGive
CUSTOMERThanks. While I've got you, can I get a credit for the 2 hours of downtime?
AGENTI’ve applied a $10.00 credit to account BW883011
CUSTOMERThat's 2 hours of work here. Can you make it more than $10?
AGENTI’ve applied a $10.00 credit to account BW883011,
CUSTOMERYeah, that's right, but I really need more than $10 for 2 hours lost. Can you bump it up?
AGENTI can’t select a higher amount with the credit tool available to me.
CUSTOMERRight.
CUSTOMERAll right, that's clear. Thanks for your help. Goodbye.
AGENTYou’re welcome.
AGENTYour $10 credit will appear on your next bill. Goodbye!
Healthcare
AGENTRiverbend Health Clinic, this is Alex. How can I help you today?
CUSTOMERHi, uh, yes, I have an appointment with dermatology next Wednesday morning, but I need to move it because now I have to work then. Can you help me reschedule? My name is Lucia Ramirez.
AGENTOf course, Lucia Ramirez. What’s your date of birth so I can verify your record?
CUSTOMERMarzo 17, 1948. Sorry, no, 1964. Marzo 17, 1964.
AGENTThank you—Lucia Ramirez, date of birth March 17, 1964. I found your dermatology appointment with Dr. Okafor next Wednesday at 9:15 a.m. What days and times would work better for you?
CUSTOMEROh, actually it's March 17th, 1984, and I can only come after 3 PM any day. Do you have something later in the afternoon?
AGENTThank
CUSTOMERHello?
AGENTI’m here—sorry about that. I’ve verified your corrected date of birth as March 17, 1984, Lucia Ramirez. Dr. Okafor has Tuesday at 3:45 p.m. or Thursday at 4:10 p.m. Both are after 3 p.m. Which works better for you?
CUSTOMERActually, Tuesdays do not work after all because I have to pick up my daughter. What about Friday?
AGENTThe only Friday opening with Dr. Okafor is before 3 p.m., so it doesn’t fit your schedule. Thursday at 4:10 p.m. is still an option. Would that work?
CUSTOMERYes, Thursday at 4:10 p.m. works for me. Let's do that. Okay, Thursday at 4:10 p.m. is good. I'll take that.
AGENTYou’re rescheduled with Dr. Okafor for Thursday at 4:10 p.m. at Main Campus, Building B. Your confirmation code is RVB-3M8P2. Please arrive at 3:55 p.m. with your photo ID and insurance card.
CUSTOMEROkay, thank you. Is there a fee for changing the appointment?
AGENTChanges made more than 24 hours before the appointment are free. Changes within 24 hours carry a $40 fee.
CUSTOMERUh-huh, got it. Where should I park for this appointment?
AGENTThere’s free patient parking in Lot C, with the entrance on River Road. Your appointment is in Building B at Main Campus.
CUSTOMEROkay, that's clear. And does Dr. Okafor accept Aetna insurance?
AGENTI don’t have access to Dr. Okafor’s insurance participation information, so I can’t confirm whether Aetna is accepted. Please check with the clinic’s billing team or Aetna using your specific plan before your appointment.
CUSTOMERAll right, I will check with them. Thanks for your help and goodbye.
AGENTYou’re welcome, Lucia. Have a good day—goodbye!
Home services
AGENTCopperline Home Services, this is Alex. What can I help you with?
CUSTOMERHi, uh, I need help right away. The pipe under my kitchen sink just burst and water is spreading everywhere, heading toward a power strip. I haven't shut the water off yet. Can you send someone to fix it?
AGENTYes—we can help. First, stay out of the water and don’t touch the power strip or anything plugged into it. If you can reach the water main shutoff without crossing water or going near electrical equipment, turn it off now. If your breaker panel is dry and safely accessible, switch off power to the kitchen; otherwise, don’t approach it. Is anyone hurt, or do you see sparks or smoke? If so, move to safety and call 911. Can you safely shut off the water? Then give me your service address, including any unit number, and your callback number.
CUSTOMEROkay, I'm doing that now. Yeah, the water has stopped. No one is hurt, and I don't see sparks or smoke. My address is 1480 Larkspur Avenue. Unit 4D. I just moved from 4B last month, so it's 4D now. The building gate code is #2719. My callback number is 503-555-0167. No, pero uno nueve tres. How much will the visit cost before I agree to it?
AGENTGlad the water is off and no one is hurt. Keep clear of the wet area
CUSTOMERRight, I'm away from the water, so what will the visit cost?
AGENTYou’re listed as a Copperline Care member, so the emergency callout fee is $99. The earliest arrival window is today, 2:00–4:00 PM. That’s the callout fee; I don’t have a repair price yet. Do you agree to the $99
CUSTOMEROh, is there any way someone can come before 2 PM? The water was spreading pretty fast. If not, I'll take the 2 o'clock window. And yes, I agree to the $99 callout fee. Who will be coming? And how will I know they're on the way? Also, can you give me the ticket number for this visit?
AGENTThe earliest
CUSTOMERHello?
AGENTI’m
CUSTOMERMm-hmm, go ahead.
AGENTThere isn’t an earlier window available. You’re booked for today, 2–4 PM, with Dana. Your ticket number is CPL-58210, and the agreed emergency callout fee is $99. I have 1480 Larkspur Avenue, Unit 4D, gate code #2719—not the old unit 4B. Dana
CUSTOMERYes, that's right. It's Unit 4D now, not 4B. Got it. Thank you for confirming. I'll be ready for Dana between 2 and 4 PM, and the ticket number is CPL-58210. CPL 58210. Thanks for your help. Goodbye.
AGENTBefore you go: Dana texts 30 minutes before arrival, but I need to clarify your callback number. You first said 503-555-0167, then corrected it. Could you repeat the full number digit by digit?
CUSTOMERSure, it's 503-555-0139— no, 0193. So 503-555-0193.
AGENTThank you—your correct callback number is 503-555-0193. I haven’t been able to update it on the booked ticket, so I can’t guarantee the arrival text will reach you. Your visit is today, 2–4 PM, with Dana at 1480 Larkspur Avenue, Unit 4D, gate code #2719. Ticket CPL-58210; agreed callout fee $99. Keep the water off and stay clear of the wet electrical area.
Insurance
AGENTNorthgate Mutual claims, this is Alex. Are you somewhere safe right now?
CUSTOMERUm, yeah, I'm at home right now. I got my baby here with me, so I'm a little flustered. The car's not drivable though. I had to leave it parked where it got hit. Is that okay?
AGENTYes—leave it parked for now rather than try to drive it if it isn’t safe. We can arrange a tow. Was anyone injured, including you or your baby, and is anyone still in danger at the scene? If anyone is hurt or in danger, please call 911 first.
CUSTOMERNo, nobody got hurt, thank goodness. The baby's fine and I'm all right, just shaken up, you know. There's nobody still at the scene. I just left the car there because the rear wheel's rubbing and the bumper's crushed. Sorry, is that gonna be a problem?
AGENTNo need to apologize. With the rear wheel rubbing and the bumper crushed, don’t try to drive it. Leaving it parked rather than driving was the safer choice. If it’s blocking traffic or in a dangerous spot, let me know. Let’s verify your policy first, then arrange a tow. What’s your policy number and the policyholder’s last name?
CUSTOMEROkay, thank you, that helps. Um, my policy number is NG4471903.
CUSTOMEROh wait, sorry, last one is 2, and the last name is Carter. Is that all right?
AGENTOf course. Your corrected policy number is NG4471902, and the last name is Carter. I’ll verify that now.
AGENTYour policy
CUSTOMERYeah.
AGENTYour policy is verified
CUSTOMEROh, sorry, I just want to make sure everything's okay with the policy. Is it showing up right on your end?
AGENTYes, it’s showing as verified under Carter, policy number NG4471902, for a 2021 Honda CR-V. When did the accident happen, and where is the car parked now?
CUSTOMERThe accident happened about 20 minutes ago. I was stopped at a red light at 75th Avenue and Alder Street. The car's parked right there in that spot. Is that okay?
AGENTSince it can’t be driven safely, leave it there for now. Is it out of the traffic lane, and what city and state is 75th Avenue and Alder Street in? You said you were stopped at a red light about 20 minutes ago—what happened next? Also, what phone number should the tow driver use to reach you?
CUSTOMERUh, yeah, it's out of the traffic lane. I made sure it's not blocking anybody. Sorry, that's SE 5th Avenue and Alder Street, not 75th, and it's in Portland, Oregon. So I was stopped at the light and another car just hit the back of mine. I couldn't drive it after. The bumper's crushed and the wheel's rubbing. And, uh, the phone number for the tow driver is 681-239-7089. Is that okay?
AGENTYes, thank you for correcting that: SE 5th Avenue and Alder Street, Portland, Oregon. Eastside Towing has been dispatched, with an estimated arrival in 45 minutes, to take your car to the Northgate partner repair shop at 9th and Morrison. The driver’s callback number is 681-239-7089. For the claim, do you have the other driver’s name, insurance company, and license plate? Did police attend, and was there a report number? It’s okay if you don’t have all of those details.
CUSTOMERYeah, I got some of that. The other driver's name is Kevin Lund, insured with Pacific Shore. His license plate is 7KXR214. X like X-ray. The police didn't come, so there's no report number. Is that going to cause any issues?
AGENTWe can open the claim without a police report number. Your adjuster can let you know if any additional information is needed. I have Kevin Lund, insured with Pacific Shore, and plate 7KXR214—X as in X-ray. Before I submit, what was the approximate clock time of the accident, and did it happen today?
CUSTOMERYeah, it happened today, and it was about, um, 20 minutes ago, so right around 1:30 PM. Is that what you need?
AGENTYes, that’s what I needed. Your claim is open. - Claim number: NGM-904417. - Assigned adjuster: Priya Shah, who will contact you within one business day. - Policy number: NG4471902. - Other driver’s plate: 7KXR214—X as in X-ray. Eastside Towing is dispatched, with an estimated arrival of 45 minutes from dispatch. Please don’t drive the car while the wheel is rubbing.
CUSTOMERI won't, thank you. Sorry, I just want to make sure. Is there anything I got to pay out of pocket for this? Like, do I have to pay a deductible since he hit me? And am I going to get a rental car? Also, is my premium going to go up?
AGENTNo need to apologize—those are important questions. Here’s what your policy shows: - Collision deductible: $500. Being hit by another driver doesn’t let me confirm whether you’ll have to pay it or whether it can be recovered. Priya can explain how it applies to your claim. - Rental reimbursement: $40 per day for up to 30 days, starting the day your claim is opened—today. Costs above those limits would be yours. A rental hasn’t been arranged yet. - Towing: covered up to 25 miles. I can’t confirm any out-of-pocket towing cost without the tow distance. I can’t determine whether your premium will go up. That isn’t included in the coverage information available to me, so I don’t want to guess.
CUSTOMERRight, thank you for explaining all that. Um, just so I'm clear, even though he hit me, I might still have to pay the deductible, but Priya will let me know if that's the case, right? And I get $40 a day for a rental for up to 30 days starting today. Is that all correct? Sorry, I just want to make sure I got it right. And you can't say about the premium yet. Is there anything else I need to do, or just wait for Priya to call?
AGENTYes, you’ve got it right: - Your collision deductible is $500. You may need to pay it; Priya will explain whether it applies and whether it can be recovered. - Rental reimbursement is $40 per day for up to 30 days, starting today. A rental still needs to be arranged. - I can’t confirm whether your premium will change. For now, keep your phone handy for Eastside Towing and Priya’s call. Save any accident photos, the other driver’s information, and receipts. Before booking a rental, confirm the arrangements with Priya. Priya is expected to contact you within one business day. Your claim number is NGM-904417. No need to apologize—you’re doing fine.
CUSTOMERI appreciate you saying that. I'll keep my phone close and wait for Eastside Towing and Priya to call. I'll hang on to any photos and info from the other driver. So just to confirm, Your claim number is NGM-904417. Is that right? All right, thanks again. Goodbye.