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Health plan member verifies PHI details

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3 / 10

31 redactions made

108.9s silenced53.7% of audio
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7:48
0:00
0:00
0:00 Speaker 1 English

Thank you for calling Green Valley Health member services. This is [FIRSTNAME] speaking on a recorded line. Can I confirm I'm speaking with [FIRSTNAME] [LASTNAME], born [DATE OF BIRTH], and living at [ADDRESS], [ADDRESS] [ZIPCODE]?

0:18 Speaker 2 English

Yes, this is [FIRSTNAME] [MIDDLENAME] [LASTNAME]. The last 4 of my Social Security number are [SSN], and my member ID is [PHI].

0:32 Speaker 1

Thank you, [PREFIX SUFFIX] [LASTNAME]. For verification, can you confirm the phone number and email we have on file: [PHONE], and [EMAIL]?

0:47 Speaker 2

Yes, that's right, although my new callback number is [PHONE], and my employer is [EMPLOYER] at [WORKPLACE ADDRESS].

1:00 Speaker 1

Perfect, I've updated that for you. To pull up your plan, can you give me your member account number and the last payment amount on file — [ACCOUNT NUMBER] and [AMOUNT]?

Raw JSON
{
  "deepfake_score": 0.9788,
  "utterances": [
    {
      "utterance_uid": "ec69b9e7-8fac-4b3e-a4da-ea9773d56aed",
      "text": "Track package.",
      "start_ms": 91620,
      "duration_ms": 960,
      "speaker": 2,
      "language": "en",
      "emotion": "Excited",
      "accent": "American",
      "deepfake_score": 1.1000000000000001
    },
    {
      "utterance_uid": "4003b94d-b15d-46b1-9276-80366dc178fc",
      "text": "Thank you. Did you say you'd like to place an order?",
      "start_ms": 3000,
      "duration_ms": 3800,
      "speaker": 1,
      "language": "en",
      "emotion": "Interested",
      "accent": "American",
      "deepfake_score": 0.9723
    },
    {
      "utterance_uid": "a1c82f3d-09e2-4f7a-b831-22de94a05c61",
      "text": "I need to check on my delivery, it's been two weeks.",
      "start_ms": 8200,
      "duration_ms": 4100,
      "speaker": 2,
      "language": "en",
      "emotion": "Frustrated",
      "accent": "American",
      "deepfake_score": 0.1042
    },
    {
      "utterance_uid": "7fd301ea-c44b-48d2-a96e-5b3c71d0f882",
      "text": "I understand your frustration. Let me pull up your order right now.",
      "start_ms": 12400,
      "duration_ms": 3600,
      "speaker": 1,
      "language": "en",
      "emotion": "Calm",
      "accent": "American",
      "deepfake_score": 0.9812
    }
  ]
}
General Statistics
Speakers
2
Languages
en
Deepfake analyzed
17 / 19 utterances
Avg deepfake score
0.6368
Max deepfake score
0.9810
Audio
File Name
AIAgentFrustration.mp3
File Size
1.87 MB
File Type
audio/mpeg
Audio Duration
1m 37.3s
Request
HTTP
200 OK
Endpoint
/api/velma-2-stt-batch
Response Size
5.8 KB
Performance
Processing Time
2.66s
Processing Factor
36.6x real-time