DG^VoiC: Speaker Clustering for Fraud Investigation under Real Call-Centre Conditions

Abstract

Insurance fraud remains costly and operationally difficult, particularly in call-centre workflows where many customer interactions begin at FNOL. While recent fraud detection methods mainly rely on structured data, text, or images, repeated speaker identity across calls remains underused as an investigative signal. This paper presents DG^VoiC, a voice clustering framework for customer verification and cross-profile speaker linking on anonymised real call-centre audio. The approach combines sensitive information-aligned anonymisation, speech-focused preprocessing, sliding-window speaker embedding extraction, and cosine similarity based clustering to identify repeated speakers under real telephony conditions. The method was evaluated on 121 recordings, with a curated reference subset of 56 samples in 22 human-agreed speaker clusters. used for validation. The best configuration achieved 96% AMI, 95% ARI, 98% completeness, 100% homogeneity, and 99% V-measure. These results show that speaker clustering can provide a strong additional signal for fraud investigation by helping analysts verify speaker consistency and surface repeated voices across customers.