cx-analysis update

example/cx-analysis.js

@@ -0,0 +1,340 @@
+const { request } = require('undici');
+const { pipeline } = require('stream');
+const fs = require('fs');
+const path = require('path');
+const os = require('os');
+const fsP = require('fs').promises;
+const createAudioService = require('..');
+const audioService = createAudioService();
+
+// Constants
+const JAMBONZ_API_BASE_URL = 'https://jambonz.one/api/v1';
+
+// Utility functions
+
+
+async function readJSONFile(filePath) {
+  try {
+    const data = await fsP.readFile(filePath, 'utf8');
+    return JSON.parse(data);
+  } catch (err) {
+    throw new Error(`Error reading JSON file: ${err.message}`);
+  }
+}
+
+async function writeJSONFile(filePath, data) {
+  try {
+    await fs.writeFileSync(filePath, JSON.stringify(data, null, 2));
+  } catch (err) {
+    throw new Error(`Error writing JSON file: ${err.message}`);
+  }
+}
+
+function extractJambonzTrace(data, audioService) {
+  const participants = [];
+  let duration = 0;
+  const uniqueNumbers = new Set();
+  const result = {
+    conversation: {
+      'as heard': {
+        'transcripts': [],
+        'transcription vendor': '',
+      }
+    }
+  };
+
+  data.resourceSpans.forEach((resourceSpan) => {
+    resourceSpan.instrumentationLibrarySpans.forEach((librarySpan) => {
+      librarySpan.spans.forEach((span) => {
+        const startTime = span.startTimeUnixNano;
+        const endTime = span.endTimeUnixNano;
+        span.attributes.forEach((attribute) => {
+          if (attribute.value && attribute.value.stringValue) {
+            switch (attribute.key) {
+              case 'from':
+                if (!uniqueNumbers.has(attribute.value.stringValue)) {
+                  uniqueNumbers.add(attribute.value.stringValue);
+                  participants.push({
+                    'type': 'human',
+                    'initiatedConversation': true,
+                    'id': {
+                      'name': null,
+                      'phone': attribute.value.stringValue
+                    }
+                  });
+                }
+                break;
+              case 'duration':
+                duration += parseInt(attribute.value.stringValue || '0', 10);
+                break;
+              case 'to':
+                if (!uniqueNumbers.has(attribute.value.stringValue)) {
+                  uniqueNumbers.add(attribute.value.stringValue);
+                  participants.push({
+                    'type': 'machine',
+                    'initiatedConversation': false,
+                    'id': {
+                      'name': 'jambonz.one',
+                      'phone': attribute.value.stringValue
+                    }
+                  });
+                }
+                break;
+              case 'http.body':
+                if (attribute.value) {
+                  const httpBody = JSON.parse(attribute.value.stringValue);
+                  if (httpBody.speech && httpBody.speech.alternatives && httpBody.speech.alternatives.length > 0) {
+                    const alternative = httpBody.speech.alternatives[0];
+                    result.conversation['as heard']['transcripts'].push({
+                      transcript: alternative.transcript,
+                      confidence: alternative.confidence,
+                      vendor:httpBody.speech.vendor.name,
+                      startTime: parseInt(startTime, 10),
+                      endTime: parseInt(endTime, 10)
+                    });
+                    result.conversation['as heard']['transcription vendor'] = httpBody.speech.vendor.name;
+                  }
+                }
+                break;
+              case 'stt.result':
+                if (attribute.value) {
+                  const sttResult = JSON.parse(attribute.value.stringValue);
+                  sttResult.alternatives.forEach((alternative) => {
+                    result.conversation['as heard']['transcripts'].push({
+                      transcript: alternative.transcript,
+                      confidence: alternative.confidence,
+                      startTime: parseInt(startTime, 10),
+                      endTime: parseInt(endTime, 10)
+                    });
+                    if (!result.conversation['as heard']['transcription vendor']) {
+                      result.conversation['as heard']['transcription vendor'] = sttResult.vendor.name;
+                    }
+                  });
+                }
+                break;
+            }
+          }
+        });
+      });
+    });
+  });
+
+  // Sort the transcripts by start time
+  result.conversation['as heard']['transcripts'].sort((a, b) => a.startTime - b.startTime);
+
+  console.log(result.conversation['as heard'].transcripts);
+  return { 'participants': participants, 'duration': duration, 'conversation': result.conversation };
+}
+
+
+async function fetchCallDetails(callId) {
+  const headers = {
+    'Authorization': `Bearer ${process.env.JAMBONZ_API_TOKEN}`,
+    'Accept': '*/*',
+  };
+    // eslint-disable-next-line max-len
+  const url = `${JAMBONZ_API_BASE_URL}/Accounts/${process.env.ACCOUNT_SID}/RecentCalls?page=1&count=25&filter=${callId}`;
+  try {
+    const { statusCode, body } = await request(url, { headers });
+    if (statusCode !== 200) {
+      throw new Error(`Request failed with status code: ${statusCode}`);
+    }
+    var data = await body.json();
+    data = data.data[0];
+    const response = {
+      'call_start' : data.answered_at,
+      'duration_ms':data.duration * 1000,
+      'trace_id': data.trace_id,
+      'recording_url' : data.recording_url
+    };
+    // await writeJSONFile('response_call_details.json', targetCall);
+    console.log('Call details has been received');
+    return response;
+  } catch (error) {
+    console.error('Error fetching data:', error);
+    throw error;
+  }
+}
+
+async function fetchJambonzTrace(trace_id) {
+  const url = `${JAMBONZ_API_BASE_URL}/Accounts/${process.env.ACCOUNT_SID}/RecentCalls/trace/${trace_id}`;
+  const headers = {
+    'Authorization': `Bearer ${process.env.JAMBONZ_API_TOKEN}`,
+    'Accept': '*/*',
+  };
+
+  try {
+    const { statusCode, body } = await request(url, { headers });
+    if (statusCode !== 200) {
+      throw new Error(`Request failed with status code: ${statusCode}`);
+    }
+    const data = await body.json();
+    await writeJSONFile('trace.json', data);
+    console.log('Trace received');
+    const jsonData = await readJSONFile('./trace.json');
+    return extractJambonzTrace(jsonData, audioService);
+  } catch (error) {
+    console.error('Error fetching trace data:', error);
+    throw error;
+  }
+}
+
+async function downloadFile(url, tempFilePath, finalFilePath, token, callDetails) {
+  try {
+    const { statusCode, body } = await request(url, {
+      method: 'GET',
+      headers: {
+        'Authorization': `Bearer ${token}`,
+        'Accept': '*/*'
+      }
+    });
+
+    if (statusCode !== 200) {
+      throw new Error(`Failed to download file: ${statusCode}`);
+    }
+
+    const tempWriteStream = fs.createWriteStream(tempFilePath);
+
+    pipeline(
+      body,
+      tempWriteStream,
+      async(err) => {
+        if (err) {
+          console.error('Pipeline failed:', err);
+        } else {
+          try {
+            await processAndRedactFile(tempFilePath, finalFilePath, callDetails);
+          } catch (processingError) {
+            console.error('Error processing file:', processingError);
+          } finally {
+            // Clean up the temporary file
+            fs.unlink(tempFilePath, (err) => {
+              if (err) {
+                console.error('Error deleting temp file:', err);
+              } else {
+                console.log('Temporary file deleted.');
+              }
+            });
+          }
+        }
+      }
+    );
+  } catch (error) {
+    console.error('Error fetching file:', error);
+  }
+}
+
+
+async function processAndRedactFile(audioFilePath, outputFilePath, callDetails) {
+  const credentials = { 'vendor': 'deepgram', 'apiKey': process.env.DEEPGRAM_API_KEY };
+
+  try {
+    const transcriptionResults = await audioService.transcribe(credentials, audioFilePath);
+    // const timestampsToRedact = transcriptionResults.redactionTimestamps;
+
+    // await audioService.redact({
+    //   credentials: credentials,
+    //   transcriptionData: timestampsToRedact,
+    //   audioPath: audioFilePath,
+    //   audioOutputPath: outputFilePath
+    // });
+
+    const jambonzTrace = await fetchJambonzTrace(callDetails.trace_id);
+    const {'redactionTimestamps':_, ...transcript} = transcriptionResults;
+    jambonzTrace.duration = callDetails.duration_ms;
+    jambonzTrace.call_start = callDetails.call_start;
+    jambonzTrace.transcript = transcript;
+    const callStartMillis = new Date(callDetails.call_start).getTime();
+    jambonzTrace.transcript.speechEvents = jambonzTrace.transcript.speechEvents.map((event) => {
+      const startTimestamp = new Date(callStartMillis + event.start * 1000).toISOString();
+      // const endTimestamp = new Date(callStartMillis + event.end * 1000).toISOString();
+
+      return {
+        spokenAt: startTimestamp,
+        ...event
+
+        // start: startTimestamp,
+        // end: endTimestamp,
+      };
+    });
+    const inputData = jambonzTrace;
+    const deepgramTranscripts = inputData.transcript.speechEvents;
+    const asHeardTranscripts = inputData.conversation['as heard'].transcripts;
+
+    // Determine the minimum length to avoid out-of-bounds errors
+    const minLength = Math.min(deepgramTranscripts.length, asHeardTranscripts.length);
+
+    // Transform the data
+    const turns = [];
+
+    for (let i = 0; i < minLength ; i++) {
+      const offer = deepgramTranscripts[i];
+      const response = deepgramTranscripts[i + 1];
+      const follow_up = deepgramTranscripts[i + 2];
+      const offerAsHeard = asHeardTranscripts[i];
+      const responseAsHeard = asHeardTranscripts[i + 1];
+
+      turns.push({
+        offer: offer.sentence,
+        response: {
+          asTranscribed: {
+            transcript: response.sentence,
+            vendor: "deepgram",
+            confidence: null
+          },
+          asHeard: {
+            transcript: responseAsHeard ? responseAsHeard.transcript : '',
+            vendor: responseAsHeard ? responseAsHeard.vendor : '',
+            confidence: responseAsHeard ? responseAsHeard.confidence : 0
+
+          }
+        },
+        follow_up: follow_up.sentence
+      });
+      i++;
+    }
+
+    // Write the output to a file
+    const outputData = {
+      startTime: inputData.call_start,
+      endTime: new Date(new Date(inputData.call_start).getTime() + inputData.duration).toISOString(),
+      recognizer: "deepgram",
+      turns: turns
+    };
+
+    await writeJSONFile(`${process.env.OUTPUT_PATH}/transcription.json`, jambonzTrace);
+    await writeJSONFile(`${process.env.OUTPUT_PATH}/cx_transcription.json`, outputData);
+
+    console.log('File redacted and saved successfully.');
+  } catch (error) {
+    console.error('Failed to redact audio:', error);
+    throw error;
+  }
+}
+
+// Main execution
+async function main() {
+  try {
+    const [,, callId] = process.argv;
+    if (!callId) {
+      throw new Error('Missing required command line arguments. Usage: node app.js <callId>');
+    }
+    const callDetails = await fetchCallDetails(callId);
+    const dateFormat = callDetails.recording_url.split('record/')[1];
+    const url = `${JAMBONZ_API_BASE_URL}/Accounts/${process.env.ACCOUNT_SID}/RecentCalls/${callId}/record/${dateFormat}`;
+    //
+    //
+    // // console.log(callDetails);
+    const finalFilePath = path.resolve(__dirname, path.join(process.env.OUTPUT_PATH, 'redacted_audio.wav'));
+    const tempFolder = process.env.TEMP_FOLDER || os.tmpdir();
+    const tempFilePath = path.join(tempFolder, 'tempDownloadedFile.mp3');
+    // //
+    // //
+    await downloadFile(url, tempFilePath, finalFilePath, process.env.JAMBONZ_API_TOKEN, callDetails);
+  } catch (error) {
+    console.error('Error in main process:', error);
+    process.exit(1);
+  }
+}
+
+main();

example/readme.md

@@ -1769,11 +1769,11 @@ export TEMP_FOLDER=optional_temp_folder_path
 }
 ```
 
-### CX-Analysis (WIP):
+### CX-Analysis :
 ```json
 {
-  "startTime": "2024-07-19T03:01:23.644Z",
-  "endTime": "2024-07-19T03:04:04.644Z",
+  "startTime": "2024-08-08T17:57:03.791Z",
+  "endTime": "2024-08-08T17:59:31.791Z",
   "recognizer": "deepgram",
   "turns": [
     {
@@ -1781,280 +1781,160 @@ export TEMP_FOLDER=optional_temp_folder_path
       "response": {
         "asTranscribed": {
           "transcript": "Hi. I have a question about my recent order.",
-          "vendor": "deepgram"
+          "vendor": "deepgram",
+          "confidence": null
         },
         "asHeard": {
           "transcript": "hi I have a question about my recent order",
-          "confidence": 0.9734987616539001
+          "confidence": 0.9675881266593933,
+          "vendor": "google"
         }
       },
-      "follow_up": "I'd be happy to help you. Can I please have your full name and order number?"
+      "follow_up": "I'd be happy to help you with that. Can I please have your full name and order number to look up your information?"
     },
     {
-      "offer": "Hi. I have a question about my recent order.",
-      "response": {
-        "asTranscribed": {
-          "transcript": "I'd be happy to help you. Can I please have your full name and order number?",
-          "vendor": "deepgram"
-        },
-        "asHeard": {
-          "transcript": " I'd be happy to help you can I please have your full name and order number",
-          "confidence": 0.9531590938568115
-        }
-      },
-      "follow_up": "Sure. My name is [NAME_1], and my order number is [NUMERICAL_PII_1]."
-    },
-    {
-      "offer": "I'd be happy to help you. Can I please have your full name and order number?",
+      "offer": "I'd be happy to help you with that. Can I please have your full name and order number to look up your information?",
       "response": {
         "asTranscribed": {
           "transcript": "Sure. My name is [NAME_1], and my order number is [NUMERICAL_PII_1].",
-          "vendor": "deepgram"
+          "vendor": "deepgram",
+          "confidence": null
         },
         "asHeard": {
-          "transcript": " sure my name is John Smith and my order number is 123456789",
-          "confidence": 0.8831360936164856
+          "transcript": "sure my name is John Smith and my order number is 1 2 3 4 5 6 7 8 9",
+          "confidence": 0.8548645973205566,
+          "vendor": "google"
         }
       },
-      "follow_up": "Thank you. For verification purposes, could you also provide me with the last four digits of your credit card used for the purchase?"
+      "follow_up": "Thank you, [NAME_GIVEN_2]. For verification purposes, could you also provide me with the last four digits of the credit card used for the purchase?"
     },
     {
-      "offer": "Sure. My name is [NAME_1], and my order number is [NUMERICAL_PII_1].",
-      "response": {
-        "asTranscribed": {
-          "transcript": "Thank you. For verification purposes, could you also provide me with the last four digits of your credit card used for the purchase?",
-          "vendor": "deepgram"
-        },
-        "asHeard": {
-          "transcript": " thank you for verification purposes could you also provide me with the last four digits of your credit card used for the purchase",
-          "confidence": 0.9808544516563416
-        }
-      },
-      "follow_up": "Of course. It's 9876."
-    },
-    {
-      "offer": "Thank you. For verification purposes, could you also provide me with the last four digits of your credit card used for the purchase?",
+      "offer": "Thank you, [NAME_GIVEN_2]. For verification purposes, could you also provide me with the last four digits of the credit card used for the purchase?",
       "response": {
         "asTranscribed": {
           "transcript": "Of course. It's 9876.",
-          "vendor": "deepgram"
+          "vendor": "deepgram",
+          "confidence": null
         },
         "asHeard": {
-          "transcript": " of course it's 9876",
-          "confidence": 0.8269519209861755
+          "transcript": "of course it's 9876",
+          "confidence": 0.8935980200767517,
+          "vendor": "google"
         }
       },
-      "follow_up": "Thank you. Please give me a moment to pull up your details. Okay. I see your order here. It looks like you purchased the smartwatch on [DATE_1]. How can I assist you with that?"
+      "follow_up": "Thank you. Please give me a moment to pull up your order details. Pause for a few seconds. Okay. I see your order here. It looks like you purchased a smartwatch on [DATE_1]. How can I assist you with this order?"
     },
     {
-      "offer": "Of course. It's 9876.",
+      "offer": "Thank you. Please give me a moment to pull up your order details. Pause for a few seconds. Okay. I see your order here. It looks like you purchased a smartwatch on [DATE_1]. How can I assist you with this order?",
       "response": {
         "asTranscribed": {
-          "transcript": "Thank you. Please give me a moment to pull up your details. Okay. I see your order here. It looks like you purchased the smartwatch on [DATE_1]. How can I assist you with that?",
-          "vendor": "deepgram"
+          "transcript": "I received the product, but it's not functioning properly. It seems to be defective.",
+          "vendor": "deepgram",
+          "confidence": null
         },
         "asHeard": {
-          "transcript": " thank you please give me a moment to pull up your details",
-          "confidence": 0.9891281127929688
+          "transcript": "I received the product but it's not functioning properly it seems to be defective",
+          "confidence": 0.9702370762825012,
+          "vendor": "google"
         }
       },
-      "follow_up": "Yeah. I received the product, but it's not functioning properly. It seems to be defective."
+      "follow_up": "I'm sorry to hear that. We can definitely get this sorted out for you. Could you describe the issue you're experiencing with the product?"
     },
     {
-      "offer": "Thank you. Please give me a moment to pull up your details. Okay. I see your order here. It looks like you purchased the smartwatch on [DATE_1]. How can I assist you with that?",
+      "offer": "I'm sorry to hear that. We can definitely get this sorted out for you. Could you describe the issue you're experiencing with the product?",
       "response": {
         "asTranscribed": {
-          "transcript": "Yeah. I received the product, but it's not functioning properly. It seems to be defective.",
-          "vendor": "deepgram"
+          "transcript": "The screen keeps flickering sometimes, and it won't turn on at all.",
+          "vendor": "deepgram",
+          "confidence": null
         },
         "asHeard": {
-          "transcript": " yeah I received the product but it's not function properly it seems to be defective",
-          "confidence": 0.9271853566169739
+          "transcript": "the screen keeps flickering sometimes and it won't turn on at all",
+          "confidence": 0.9558009505271912,
+          "vendor": "google"
         }
       },
-      "follow_up": "I'm sorry to hear that. We can definitely get this sorted for you. Can you describe the issue we are facing?"
+      "follow_up": "That sounds frustrating. Let's proceed with a return and replacement. Could you confirm your shipping address for me to arrange the return?"
     },
     {
-      "offer": "Yeah. I received the product, but it's not functioning properly. It seems to be defective.",
-      "response": {
-        "asTranscribed": {
-          "transcript": "I'm sorry to hear that. We can definitely get this sorted for you. Can you describe the issue we are facing?",
-          "vendor": "deepgram"
-        },
-        "asHeard": {
-          "transcript": " okay I see your order here it looks like you purchased this Smartwatch on July 1st how can I assist you with that",
-          "confidence": 0.8799465894699097
-        }
-      },
-      "follow_up": "Yes. The screen keeps flickering, and sometimes I won't turn on at all."
-    },
-    {
-      "offer": "I'm sorry to hear that. We can definitely get this sorted for you. Can you describe the issue we are facing?",
-      "response": {
-        "asTranscribed": {
-          "transcript": "Yes. The screen keeps flickering, and sometimes I won't turn on at all.",
-          "vendor": "deepgram"
-        },
-        "asHeard": {
-          "transcript": " I'm sorry to hear that we can definitely get this sorted for you can you describe the issue your facing",
-          "confidence": 0.9006506204605103
-        }
-      },
-      "follow_up": "That sounds frustrating. Let's, proceed with the return and replacement. Could you confirm shipping address?"
-    },
-    {
-      "offer": "Yes. The screen keeps flickering, and sometimes I won't turn on at all.",
-      "response": {
-        "asTranscribed": {
-          "transcript": "That sounds frustrating. Let's, proceed with the return and replacement. Could you confirm shipping address?",
-          "vendor": "deepgram"
-        },
-        "asHeard": {
-          "transcript": " yes the screen keeps licking and sometimes I won't turn on at all",
-          "confidence": 0.937334418296814
-        }
-      },
-      "follow_up": "Sure. It's [LOCATION_ADDRESS_1]."
-    },
-    {
-      "offer": "That sounds frustrating. Let's, proceed with the return and replacement. Could you confirm shipping address?",
+      "offer": "That sounds frustrating. Let's proceed with a return and replacement. Could you confirm your shipping address for me to arrange the return?",
       "response": {
         "asTranscribed": {
           "transcript": "Sure. It's [LOCATION_ADDRESS_1].",
-          "vendor": "deepgram"
+          "vendor": "deepgram",
+          "confidence": null
         },
         "asHeard": {
-          "transcript": " that sounds frustrating let's proceed with the return and replacement could you confirm shipping address",
-          "confidence": 0.9030960202217102
+          "transcript": "sure it's 1 to 3 Maple Street Apartment 4B Springfield Illinois 62704",
+          "confidence": 0.8138220906257629,
+          "vendor": "google"
         }
       },
-      "follow_up": "Thank you, [NAME_GIVEN_2]. We will send a prepaid return label to your email address on file, which is [EMAIL_ADDRESS_1]. Is"
+      "follow_up": "Thank you, [NAME_GIVEN_2]. We will send a prepaid return label to your email address on file, which is [EMAIL_ADDRESS_1]. Is that correct?"
     },
     {
-      "offer": "Sure. It's [LOCATION_ADDRESS_1].",
+      "offer": "Thank you, [NAME_GIVEN_2]. We will send a prepaid return label to your email address on file, which is [EMAIL_ADDRESS_1]. Is that correct?",
       "response": {
         "asTranscribed": {
-          "transcript": "Thank you, [NAME_GIVEN_2]. We will send a prepaid return label to your email address on file, which is [EMAIL_ADDRESS_1]. Is",
-          "vendor": "deepgram"
-        },
-        "asHeard": {
-          "transcript": " sure it's one two three Maple Street Apartment 4B Spring Field Illinois 62704",
-          "confidence": 0.7194310426712036
-        }
-      },
-      "follow_up": "Yes."
-    },
-    {
-      "offer": "Thank you, [NAME_GIVEN_2]. We will send a prepaid return label to your email address on file, which is [EMAIL_ADDRESS_1]. Is",
-      "response": {
-        "asTranscribed": {
-          "transcript": "Yes.",
-          "vendor": "deepgram"
-        },
-        "asHeard": {
-          "transcript": "thank you John we will send a prepaid return label to your email address on file which is John dot Smith at example.com is that correct",
-          "confidence": 0.8666307926177979
-        }
-      },
-      "follow_up": "that correct?"
-    },
-    {
-      "offer": "Yes.",
-      "response": {
-        "asTranscribed": {
-          "transcript": "that correct?",
-          "vendor": "deepgram"
+          "transcript": "Yes. That's correct.",
+          "vendor": "deepgram",
+          "confidence": null
         },
         "asHeard": {
           "transcript": "yes that's correct",
-          "confidence": 0.9237890243530273
+          "confidence": 0.9711934924125671,
+          "vendor": "google"
         }
       },
-      "follow_up": "That's correct."
+      "follow_up": "Great. Once you receive the return label, please send the defective product back to us. As soon as we receive it, we will ship out a replacement to your address at [LOCATION_ADDRESS_1]. You will receive an email with the tracking information."
     },
     {
-      "offer": "that correct?",
+      "offer": "Great. Once you receive the return label, please send the defective product back to us. As soon as we receive it, we will ship out a replacement to your address at [LOCATION_ADDRESS_1]. You will receive an email with the tracking information.",
       "response": {
         "asTranscribed": {
-          "transcript": "That's correct.",
-          "vendor": "deepgram"
+          "transcript": "Thank you very much. How long will the entire process take?",
+          "vendor": "deepgram",
+          "confidence": null
         },
         "asHeard": {
-          "transcript": " great once you receive the return label please send the defective product back to us as soon as we receive it we will ship out a replacement to your address which I'm really confirming as one two three Maple Street Apartment 4B Springfield Illinois 62704",
-          "confidence": 0.8999208211898804
+          "transcript": "thank you very much how long will the entire process take",
+          "confidence": 0.9617440700531006,
+          "vendor": "google"
         }
       },
-      "follow_up": "Great. Once you receive the return label, please send the defective product back to us. As soon as we receive it, we will ship out a replacement to your address, which I'm reconfirming as [LOCATION_ADDRESS_1]."
+      "follow_up": "Once we receive the defective product, the replacement should arrive within [DURATION_1]. You'll be notified via email throughout the process."
     },
     {
-      "offer": "That's correct.",
-      "response": {
-        "asTranscribed": {
-          "transcript": "Great. Once you receive the return label, please send the defective product back to us. As soon as we receive it, we will ship out a replacement to your address, which I'm reconfirming as [LOCATION_ADDRESS_1].",
-          "vendor": "deepgram"
-        },
-        "asHeard": {
-          "transcript": " no yes thank you very much her how long will it how long will the entire process take",
-          "confidence": 0.9343628287315369
-        }
-      },
-      "follow_up": "Yes. Thank you very much. How long will it, how long will the entire process take?"
-    },
-    {
-      "offer": "Great. Once you receive the return label, please send the defective product back to us. As soon as we receive it, we will ship out a replacement to your address, which I'm reconfirming as [LOCATION_ADDRESS_1].",
-      "response": {
-        "asTranscribed": {
-          "transcript": "Yes. Thank you very much. How long will it, how long will the entire process take?",
-          "vendor": "deepgram"
-        },
-        "asHeard": {
-          "transcript": " once we receive the defective product the replacement should arrive within 5 to 7 business days",
-          "confidence": 0.8692674040794373
-        }
-      },
-      "follow_up": "Once we receive the defective product, the replacement should arrive within [DURATION_1]."
-    },
-    {
-      "offer": "Yes. Thank you very much. How long will it, how long will the entire process take?",
-      "response": {
-        "asTranscribed": {
-          "transcript": "Once we receive the defective product, the replacement should arrive within [DURATION_1].",
-          "vendor": "deepgram"
-        },
-        "asHeard": {
-          "transcript": " perfect thank you for your help",
-          "confidence": 0.9718412756919861
-        }
-      },
-      "follow_up": "Perfect. Thank you for your help."
-    },
-    {
-      "offer": "Once we receive the defective product, the replacement should arrive within [DURATION_1].",
+      "offer": "Once we receive the defective product, the replacement should arrive within [DURATION_1]. You'll be notified via email throughout the process.",
       "response": {
         "asTranscribed": {
           "transcript": "Perfect. Thank you for your help.",
-          "vendor": "deepgram"
+          "vendor": "deepgram",
+          "confidence": null
         },
         "asHeard": {
-          "transcript": " you're welcome John if you have any other questions please reach out",
-          "confidence": 0.9155542254447937
+          "transcript": "perfect thank you for your help",
+          "confidence": 0.958747386932373,
+          "vendor": "google"
         }
       },
-      "follow_up": "You're welcome, [NAME_GIVEN_2]. If you have any other questions, please"
+      "follow_up": "You're welcome, [NAME_GIVEN_2]. If you have any other questions or need further assistance, please don't hesitate to call us back. Have a great day."
     },
     {
-      "offer": "Perfect. Thank you for your help.",
+      "offer": "You're welcome, [NAME_GIVEN_2]. If you have any other questions or need further assistance, please don't hesitate to call us back. Have a great day.",
       "response": {
         "asTranscribed": {
-          "transcript": "You're welcome, [NAME_GIVEN_2]. If you have any other questions, please",
-          "vendor": "deepgram"
+          "transcript": "You too.",
+          "vendor": "deepgram",
+          "confidence": null
         },
         "asHeard": {
-          "transcript": " sure thank you goodbye",
-          "confidence": 0.9046414494514465
+          "transcript": "YouTube",
+          "confidence": 0.5463442206382751,
+          "vendor": "google"
         }
       },
-      "follow_up": "Sure."
+      "follow_up": "Goodbye."
     }
   ]
 }