Dialogue to Detection: A Multimodal Hybrid NLP Pipeline for Insurance Fraud Detection
Authors: Muhammad Shakeel Akram, Amal Htait, Abdul Hamid Sadka, Emma Meisingseth, Karishma Jaitly
Abstract
Insurance fraud imposes substantial financial losses and operational inefficiencies, raising premiums and impacting trust among legitimate policyholders. Early detection at FNOL remains a persistent challenge. Existing approaches rely largely on private, text-only datasets, limiting progress on multimodal methods that integrate linguistic, behavioural, and speaker-based indicators. We introduce a synthetic multimodal framework that replicates FNOL conditions. It generates agent-customer dialogue transcripts and two-speaker audios, performs ASR and diarisation. Downstream modules combine NER, regex-based feature extraction, LLM-RAG retrieval, and speaker embeddings in a rule-based risk score to flag narrative reuse, structural inconsistencies, and cross-case voice repetition while balancing sensitivity and false positives. Dataset validation and component-level evaluations show stability and transfer potential, offering a reproducible baseline beyond text-only fraud detection.
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.
Muhammad Shakeel Akram, Amal Htait, Abdul Hamid Sadka +2
Every day, millions absorb claims from podcasts and streams that no fact-checker ever sees. Spoken misinformation is built through conversation, where credibility comes not from facts alone but from how claims are framed, reinforced, or left unchallenged across turns. Yet fact-checking has focused on isolated text, leaving dialogue audio under-studied. We introduce MAD2, a new Multi-turn Audio Dialogues benchmark for spoken claim verification, containing 1,000 two-speaker dialogues with 3,368 check-worthy claims and approximately 10 hours of audio, and propose calibrated multimodal fusion of a context-aware audio encoder and a dialogue-aware text model. Across settings, adding dialogue context improves verification, but the gains depend on scenario type. Using only preceding context often matches offline performance, supporting live-moderation settings, and audio contributes most when transcript-based models are destabilized by additional context. Overall, conversational structure matters more for verification than misinformation framing.
Frontier multimodal models can guess whether a person is lying from a testimony video. To do so, they stream that raw face and voice to a third-party model. We ask whether the heavy media is needed at all. On the Real-life Trial Deception dataset, Whissle on-device speech and vision stack extracts a compact digest: transcript, emotion, age, gender, intent distributions, a deception intent filter, fluency and rhythm, per-frame facial behaviour, and prosody. Under speaker-independent evaluation, we report three findings. A small classifier on this digest reaches AUC 0.741, matching Gemini 2.5 Pro on full video. Handing the digest to a frontier LLM reaches AUC 0.755 with Claude Opus 4.8 at 7.8X fewer input tokens, with no media leaving the device. The reported 75% accuracy is a speaker-leakage artifact. We release code and experiments.