Transcript URL

Transcript URL query returns the URL of the transcript which the client can use to download the transcript. Please note that the generated URL expires after 10 minutes. The transcript includes:

Conversation and communication metadata: see schema for details.
Words with confidence and timings.
Sentiment events information.
Topic events information.

Example query

The following request returns the URL of the transcript for the given conversationId and communicationId.

GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl

{
  "url": "https://dev-us-east-1-transcript.s3.amazonaws.com/transcriptsCache/b657c46c-f88d-414a-8ec7-a2f446fc1d12/f2b45a1d-4394-4fe4-a214-3a27465098ce/c6f09067-d2e2-4033-bb4c-de58e82038d6-transcripts?X-Amz-Security-Token=IQoJb3JpZ2luX2VjEK7%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FwEaCXVzLWVhc3QtMSJIMEYCIQCWc0pyZV%2Fv6ITi%2FOnbigWXQyOwDFjrMr6Ug%2BIu8h1oKAIhAJpV7BTMFlNbNDkZWvT5K5eROMobPpwOjIubpRvJJTGYKrQDCBYQABoMNDkwNjA2ODQ5Mzc0Igz%2BN4ouLPT9NdrStBIqkQNjC%2FzTL8g%2BS9FqYoAnVkihjOHX5Mb%2Fi0MtCpgJcqaQeGUHucX0Cz8yANy3RiY6MV6W9fOv7ZWSTr4hlGOXHvI28Zr6NFvic9tFxiLHLkzQP1Wbu%2BmqFlFY1Pu9qe%2B1EkDHOQxjFEOPIO3ru1M7zM66PesYoOWrFeF%2BwRQpWcMTBPkQF0C86KbolDdDVdEMMDEYnPeksFBp6iHYCmJE511CA7jbDh9DXeDk6XQ2R%2FhsqXB2kS%2Fiq1hNUjUvlPG1UPfP41YdJJeema9%2BWhOIS64zThAWxahe6OSH6Nb4nifiMO%2B%2BoIV7XsMhkW%2FGzC3BMDs8dYyRV2l%2FeskkT241fk6t1ACZKpl9gGWiwizNf1lR3mevsLQEjOXQHkTH2RRca%2FhCpc6kAgLE7taqjqCXHjFgbkoIcOae9QQSQnizPmtA9sl%2FfTq%2BLUk%2FaaTc7Rt9fvKJjNqM8hFXFPkFlxrd1y2NeoCGEMhLYk%2BiCtoWBxhzTDPQt4hF1cW0bsXp8%2BvxumVeJN4wK%2FuJYnXCyopLnm4oCjCvlpX9BTrqAduG%2FyHtAwKweqfURG5vDmz4KyUP1DRWM0NDMhsLEqvkjoKrxvI3QxsTXBuKImZ%2FRgkTKQcvvdSXXTLOsmUR9k7utiwEdHbW5TJODlqrTAnRKK2bPM0wZMHxpqB%2BMQyKMHYtOGcEFlANZt4wXf4XG6QaRbPVr1%2Fm4kZutypvtGky5L4l1PuVBjz0XraEnPXQ06CbIL8tS277PSAtD7szTEbbMut713MhfCiUtqzSpT9K8y3sVbmK8XI8MmKnaBw2zT63C5wE6h1tExv2nVbE7171LLCCRwWKR%2BQfOtCrCbd2lyGFV9HCu8Gljw%3D%3D&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20201106T135743Z&X-Amz-SignedHeaders=host&X-Amz-Expires=600&X-Amz-Credential=ASIAXEOTSNVPEDC23NYD%2F20201106%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Signature=2a586ee27c86abaf64ae9aaa475d353d64c29bc4fdf484b70d22ce9597efd5ab"
}

Transcript Schema

Following is the schematic representation of the transcript response returned from the transcript URL.

{
	"$schema": "http://json-schema.org/draft-07/schema#",
	"$id": "Transcripts.json",
	"title": "Transcript Response Format",
	"description": "This is the schema for the collection of transcripts associated with a communication.",
	"type": "object",
	"properties": {
		"organizationId": {
			"type": "string"
		},
		"conversationId": {
			"type": "string"
		},
		"communicationId": {
			"type": "string"
		},
		"mediaType": {
			"type": "string"
		},
		"conversationStartTime": {
			"type": "number"
		},
		"startTime": {
			"type": "number"
		},
		"duration": {
			"$ref": "#/definitions/Duration"
		},
		"transcripts": {
			"type": "array",
			"items": {
				"$ref": "#/definitions/Transcript"
			},
			"minItems": 1
		},
		"participants": {
			"type": "array",
			"items": {
				"$ref": "#/definitions/Participant"
			},
			"minItems": 1
		},
		"uri": {
			"type": "string",
			"format": "uri"
		}
	},
	"additionalProperties": false,
	"definitions": {
		"Transcript": {
			"type": "object",
			"properties": {
				"transcriptId": {
					"type": "string"
				},
				"language": {
					"type": "string"
				},
				"programId": {
					"type": "string"
				},
				"engineId": {
					"type": "string"
				},
				"startTime": {
					"type": "number"
				},
				"phrases": {
					"$ref": "#/definitions/Phrases"
				},
				"duration": {
					"$ref": "#/definitions/Duration"
				},
				"subject": {
					"type": "string"
				},
				"messageType": {
					"type": "string"
				},
				"analytics": {
					"type": "object",
					"properties": {
						"sentiment": {
							"$ref": "#/definitions/Sentiment"
						},
						"topics": {
							"$ref": "#/definitions/Topics"
						},
						"acoustic": {
							"$ref" : "#/definitions/Acoustic"
						}
					}
				}
			}
		},
		"Phrases": {
			"type": "array",
			"items": {
				"type": "object",
				"properties": {
					"participantPurpose": {
						"type": "string"
					},
					"text": {
						"type": "string"
					},
					"stability": {
						"type": "number"
					},
					"confidence": {
						"type": "number"
					},
					"offset": {
						"$ref": "#/definitions/Offset"
					},
					"startTimeMs": {
						"type": "number"
					},
					"duration": {
						"$ref": "#/definitions/Duration"
					},
					"words": {
						"$ref": "#/definitions/Words"
					},
					"alternatives": {
						"$ref": "#/definitions/Alternatives"
					},
					"type": {
						"type": "string"
					}
				}
			},
			"minItems": 1
		},
		"Alternatives": {
			"type": "array",
			"items": {
				"type": "object",
				"properties": {
					"text": {
						"type": "string"
					},
					"confidence": {
						"type": "number"
					},
					"offset": {
						"$ref": "#/definitions/Offset"
					},
					"startTimeMs": {
						"type": "number"
					},
					"duration": {
						"$ref": "#/definitions/Duration"
					},
					"words": {
						"$ref": "#/definitions/Words"
					}
				}
			},
			"minItems": 1
		},
		"Words": {
			"type": "array",
			"items": {
				"type": "object",
				"properties": {
					"word": {
						"type": "string"
					},
					"confidence": {
						"type": "number"
					},
					"offset": {
						"$ref": "#/definitions/Offset"
					},
					"startTimeMs": {
						"type": "number"
					},
					"duration": {
						"$ref": "#/definitions/Duration"
					}
				}
			},
			"minItems": 1
		},
		"Offset": {
			"type": "object",
			"properties": {
				"words": {
					"type": "number"
				},
				"chars": {
					"type": "number"
				}
			},
			"anyOf": [{
					"required": ["words"]
				},
				{
					"required": ["chars"]
				}
			]
		},
		"Duration": {
			"type": "object",
			"properties": {
				"milliseconds": {
					"type": "number"
				},
				"words": {
					"type": "number"
				},
				"chars": {
					"type": "number"
				}
			},
			"anyOf": [{
					"required": ["milliseconds"]
				},
				{
					"required": ["words"]
				},
				{
					"required": ["chars"]
				}
			]
		},
		"Sentiment": {
			"type": "array",
			"items": {
				"type": "object",
				"properties": {
					"participant": {
						"type": "string"
					},
					"phrase": {
						"type": "string"
					},
					"offset": {
						"$ref": "#/definitions/Offset"
					},
					"startTimeMs": {
						"type": "number"
					},
					"duration": {
						"$ref": "#/definitions/Duration"
					},
					"sentiment": {
						"type": "number"
					},
					"phraseIndex": {
						"type": "number"
					},
					"type": {
						"type": "string"
					}
				}
			},
			"minItems": 1
		},
		"Topics": {
			"type": "array",
			"items": {
				"type": "object",
				"properties": {
					"participant": {
						"type": "string"
					},
					"topicId": {
						"type": "string"
					},
					"topicName": {
						"type": "string"
					},
					"topicPhrase": {
						"type": "string"
					},
					"transcriptPhrase": {
						"type": "string"
					},
					"confidence": {
						"type": "number"
					},
					"offset": {
						"$ref": "#/definitions/Offset"
					},
					"startTimeMs": {
						"type": "number"
					},
					"duration": {
						"$ref": "#/definitions/Duration"
					},
					"type": {
						"type": "string"
					}
				}
			},
			"minItems": 1
		},
		"Acoustic": {
			"type": "array",
			"items": {
				"type": "object",
				"properties": {
					"eventType": {
						"type": "string"
					},
					"offsetMs": {
						"type": "number"
					},
					"startTimeMs": {
						"type": "number"
					},
					"durationMs": {
						"type": "number"
					},
					"participant": {
						"type": "string"
					}
				}
			},
			"minItems": 1
		},
		"Participant": {
			"type": "object",
			"properties": {
				"participantPurpose": {
					"type": "string"
				},
				"userId": {
					"type": "string"
				},
				"teamId": {
					"type": "string"
				},
				"initialDirection": {
					"type": "string"
				},
				"messageType": {
					"type": "string"
				},
				"queueId": {
					"type": "string"
				},
				"flowId": {
					"type": "string"
				},
				"flowVersion": {
					"type": "string"
				},
				"divisionId": {
					"type": "string"
				},
				"ani": {
					"type": "string"
				},
				"dnis": {
					"type": "string"
				},
				"to": {
					"type": "string"
				},
				"from": {
					"type": "string"
				},
				"startTimeMs": {
					"type": "number"
				},
				"endTimeMs": {
					"type": "number"
				}
			}
		}
	}
}

The following example shows a transcript response for a phone call. The transcript response has a transcripts list that contains transcript per language/program. Each transcript has phrases list which has the following entities

text - Contains the phrase text
stability - Contains the stability of the phrase
startTimeMs - Contains the timestamp of the phrase in epochtime
duration - Contains the duration of the phrase
words - Contains the list of word by splitting the phrase
participantPurpose - Represents the participant and can contain one of the two values external/internal.

external - Represents the customer
internal - Represents agent or IVR or ACD

type - Represents the phrase type for Email Transcripts only and can contain one of the two values subject/body

subject - Represents the Email Subject
body - Represents the Email body

{
	"organizationId": "b657c46c-f88d-414a-8ec7-a2f446fc1e12",
	"conversationId": "4801fdff-07f1-496e-b03b-61d46ea3a754",
	"communicationId": "2d484a2c-2ef3-497c-9144-255bf1f2624e",
	"transcripts": [{
		"transcriptId": "007cff27-d4eb-477b-9488-2ce388ccc28a",
		"language": "en-US",
		"programId": "6b6321d0-3c93-417d-b372-27c10239457c",
		"engineId": "r2d2",
		"startTime": 1619441069316,
		"duration": {
			"milliseconds": 6885
		},
		"phrases": [{
				"text": "you are treating me well",
				"stability": 1,
				"startTimeMs": 1619441069316,
				"duration": {
					"milliseconds": 1284
				},
				"words": [{
						"word": "you",
						"confidence": 0.99,
						"startTimeMs": 1619441069316,
						"duration": {
							"milliseconds": 59
						}
					},
					{
						"word": "are",
						"confidence": 0.976,
						"startTimeMs": 1619441069731,
						"duration": {
							"milliseconds": 79
						}
					},
					{
						"word": "treating",
						"confidence": 0.991,
						"startTimeMs": 1619441069948,
						"duration": {
							"milliseconds": 237
						}
					},
					{
						"word": "me",
						"confidence": 0.987,
						"startTimeMs": 1619441070322,
						"duration": {
							"milliseconds": 40
						}
					},
					{
						"word": "well",
						"confidence": 0.99,
						"startTimeMs": 1619441070462,
						"duration": {
							"milliseconds": 138
						}
					}
				],
				"alternatives": [],
				"participantPurpose": "external"
			},
			{
				"text": "thank you very very much",
				"stability": 1,
				"startTimeMs": 1619441071017,
				"duration": {
					"milliseconds": 1364
				},
				"words": [{
						"word": "thank",
						"confidence": 0.994,
						"startTimeMs": 1619441071017,
						"duration": {
							"milliseconds": 99
						}
					},
					{
						"word": "you",
						"confidence": 0.823,
						"startTimeMs": 1619441071472,
						"duration": {
							"milliseconds": 59
						}
					},
					{
						"word": "very",
						"confidence": 0.984,
						"startTimeMs": 1619441071729,
						"duration": {
							"milliseconds": 158
						}
					},
					{
						"word": "very",
						"confidence": 0.915,
						"startTimeMs": 1619441072045,
						"duration": {
							"milliseconds": 138
						}
					},
					{
						"word": "much",
						"confidence": 0.967,
						"startTimeMs": 1619441072243,
						"duration": {
							"milliseconds": 138
						}
					}
				],
				"alternatives": [],
				"participantPurpose": "external"
			},
			{
				"text": "thank you",
				"stability": 1,
				"startTimeMs": 1619441073034,
				"duration": {
					"milliseconds": 528
				},
				"words": [{
						"word": "thank",
						"confidence": 0.961,
						"startTimeMs": 1619441073034,
						"duration": {
							"milliseconds": 98
						}
					},
					{
						"word": "you",
						"confidence": 0.92,
						"startTimeMs": 1619441073484,
						"duration": {
							"milliseconds": 78
						}
					}
				],
				"alternatives": [],
				"participantPurpose": "internal"
			},
			{
				"text": "have a nice day",
				"stability": 1,
				"startTimeMs": 1619441075295,
				"duration": {
					"milliseconds": 906
				},
				"words": [{
						"word": "have",
						"confidence": 0.995,
						"startTimeMs": 1619441075295,
						"duration": {
							"milliseconds": 79
						}
					},
					{
						"word": "a",
						"confidence": 0.987,
						"startTimeMs": 1619441075748,
						"duration": {
							"milliseconds": 20
						}
					},
					{
						"word": "nice",
						"confidence": 0.988,
						"startTimeMs": 1619441075866,
						"duration": {
							"milliseconds": 138
						}
					},
					{
						"word": "day",
						"confidence": 0.999,
						"startTimeMs": 1619441076103,
						"duration": {
							"milliseconds": 98
						}
					}
				],
				"alternatives": [],
				"participantPurpose": "external"
			}
		],
		"analytics": {
			"sentiment": [{
					"participant": "external",
					"phrase": "you are treating me well",
					"startTimeMs": 1619441069316,
					"duration": {
						"milliseconds": 1284
					},
					"sentiment": 0.7257699966430664,
					"phraseIndex": 4
				},
				{
					"participant": "external",
					"phrase": "thank you very very much",
					"startTimeMs": 1619441071017,
					"duration": {
						"milliseconds": 1364
					},
					"sentiment": 1,
					"phraseIndex": 5
				},
				{
					"participant": "external",
					"phrase": "have a nice day",
					"startTimeMs": 1619441075295,
					"duration": {
						"milliseconds": 906
					},
					"sentiment": 0.9998900294303894,
					"phraseIndex": 7
				}
			],
			"acoustics": [{
					"eventType": "voice",
					"offsetMs": 0,
					"startTimeMs": 1619441069316,
					"durationMs": 1163,
					"participant": "external"
				},
				{
					"eventType": "voice",
					"offsetMs": 1163,
					"startTimeMs": 1619441070799,
					"durationMs": 1500,
					"participant": "external"
				},
				{
					"eventType": "voice",
					"offsetMs": 2663,
					"startTimeMs": 1619441072819,
					"durationMs": 740,
					"participant": "external"
				},
				{
					"eventType": "voice",
					"offsetMs": 3403,
					"startTimeMs": 1619441075019,
					"durationMs": 1120,
					"participant": "external"
				},
				{
					"eventType": "acd",
					"offsetMs": 39,
					"startTimeMs": 1619441069355,
					"durationMs": 379,
					"participant": "internal"
				}
			]
		}
	}],
	"participants": [{
			"participantPurpose": "customer",
			"initialDirection": "inbound",
			"queueId": "ed7233c8-9785-4891-9770-3ff7c390ebbf",
			"divisionId": "cf9b7a45-a9c1-458f-8371-2ef47e8aafd4",
			"ani": "tel:+16198486188",
			"dnis": "sip:ed7233c8-9785-4891-9770-3ff7c390ebbf@10.27.84.29:8140;transport=tcp",
			"startTimeMs": 1619441069196,
			"endTimeMs": 1619441076371
		},
		{
			"participantPurpose": "acd",
			"initialDirection": "inbound",
			"queueId": "ed7233c8-9785-4891-9770-3ff7c390ebbf",
			"divisionId": "cf9b7a45-a9c1-458f-8371-2ef47e8aafd4",
			"ani": "tel:+16198486188",
			"dnis": "sip:ed7233c8-9785-4891-9770-3ff7c390ebbf@10.27.84.29:8140;transport=tcp",
			"startTimeMs": 1619441069355,
			"endTimeMs": 1619441069734
		},
		{
			"participantPurpose": "agent",
			"userId": "e8b5dcdd-cb3c-48af-b2fe-b73089f3e83b",
			"initialDirection": "inbound",
			"queueId": "ed7233c8-9785-4891-9770-3ff7c390ebbf",
			"divisionId": "cf9b7a45-a9c1-458f-8371-2ef47e8aafd4",
			"ani": "tel:+16198486188",
			"dnis": "sip:ed7233c8-9785-4891-9770-3ff7c390ebbf@10.27.84.29:8140;transport=tcp",
			"startTimeMs": 1619441069735,
			"endTimeMs": 1619441076370
		}
	],
	"uri": "/transcript/v1/organizations/b657c46c-f88d-414a-8ec7-a2f446fc1e12/conversations/4801fdff-07f1-496e-b03b-61d46ea3a754/communications/2d484a2c-2ef3-497c-9144-255bf1f2624e",
	"startTime": 1619441069316,
	"duration": {
		"milliseconds": 6885
	},
	"mediaType": "call",
	"conversationStartTime": 1619441069196
}

Transcript URL

Example query

Transcript Schema

Example Transcript

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