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Call Transcript Turn

Call Transcript Turn

A single turn in a call transcript.

start_timestring or number
Example:"0.0"
One of:

The start time of the turn, as a seconds offset from the start of the call. A string on calls transcribed by Amazon Transcribe, a number on Fin Voice calls.

string
end_timestring or number
Example:"3.00"
One of:

The end time of the turn, as a seconds offset from the start of the call. A string on calls transcribed by Amazon Transcribe, a number on Fin Voice calls.

string
speaker_labelstring

The diarization label for the speaker.

Example:"Teammate 1"
speakerstring

The diarization label for the speaker. Same value as speaker_label.

Example:"Teammate 1"
contentstring

The transcribed text spoken during this turn.

Example:"Hello, thanks for calling. How can I help today?"
speaker_typestring

The type of the speaker - either admin for a teammate or user for a contact. Absent on Fin Voice call transcripts and on calls transcribed before speaker attribution shipped, where only speaker_label identifies the speaker.

Example:"admin"
speaker_idstring

The id of the teammate or contact who is the speaker.

Example:"789"
article_sourcesArray of objects

Sources Fin cited during this turn. Only present on Fin Voice call transcripts.

Example:
[
  {
    "title": "Password Reset Guide",
    "entity_type": 120,
    "entity_id": "8185560"
  }
]
triggered_guidanceArray of objects

Guidance rules that Fin matched during this turn. Only present on Fin Voice call transcripts.

Example:
[
  {
    "match_type": "clarification",
    "rule_id": "3",
    "rule_text": "If the customer asks about pricing, ask which plan they're interested in before answering"
  }
]
{
  "start_time": "0.0",
  "end_time": "3.00",
  "speaker_label": "Teammate 1",
  "speaker": "Teammate 1",
  "content": "Hello, thanks for calling. How can I help today?",
  "speaker_type": "admin",
  "speaker_id": "789",
  "article_sources": [
    { … }
  ],
  "triggered_guidance": [
    { … }
  ]
}