Contact-center call recordings with transcripts

One call: the audio (often with agent and caller on separate channels), a time-aligned transcript with speaker turns, queue, disposition code, handle and hold time, and transfers.

{
  "call_id": "K-33019",
  "audio": {"channels": 2, "format": "wav"},
  "queue": "claims_status",
  "disposition": "status_provided",
  "handle_seconds": 412,
  "transcript": [
    {"speaker": "agent", "start": 0.0, "end": 4.1, "text": "Thanks for calling, this is [AGENT]."},
    {"speaker": "caller", "start": 4.3, "end": 9.8, "text": "Hi, I'm checking on a claim from last week."}
  ]
}

Speech recognition

Fine-tune and test ASR on real phone audio and accents.

Voice agents

Learn turn-taking, holds and transfers from real calls.

Summaries and wrap-up

Disposition codes and agent notes label what each call was about.

Agreed with the supplier before any work begins. Typical requirements include:

• Recording notices and consent checked, including whether they cover sharing recordings with a third party for AI training
• Names, card numbers and account details redacted in transcripts and silenced in audio
• Voice data reviewed against biometric privacy laws, such as Illinois’ BIPA, before licensing
• Client ownership confirmed for outsourced contact centers

Every dataset has a documented owner and confirmed licensing rights. See data governance on sourcex.si.

• Dual-channel audio with agent and caller separated
• Human-corrected transcripts for a subset
• Disposition codes used consistently

Public sets such as CallCenterEN and Switchboard-1 Release 2 are useful references, but limited as enterprise training data. The calls and meetings category page compares them with licensed data.

• Insurers
• Utilities and telecom providers
• Healthcare administration teams
• Fintech and lending companies
• Travel companies

• Sales call recordings linked to deal outcomes

  Discovery calls and demos with transcripts, linked to whether the deal was won or lost.

• QA-scored support interactions

  Tickets, chats or calls graded by human reviewers against a scoring rubric.

• Internal meeting recordings and transcripts

  Team meetings, planning sessions and reviews with transcripts, agendas and follow-ups.

• BPO and contact centers industry page on sourcex.si
• Insurance industry page on sourcex.si
• Healthcare administration industry page on sourcex.si