提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1251337",
"subject": "Call with Caller +1 (615) 299-6510",
"description": "Call from: +1 (615) 299-6510\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 12:24:14 PM UTC",
"status": "solved",
"priority": "normal",
"product_model": "",
"created_at": "2026-05-12T12:24:28Z",
"updated_at": "2026-05-13T16:56:59Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "checking order status",
"agents_notes": "checking order status",
"category_field_id": "34154549939865",
"category_name": "Pre-sales::CI-Order Payment",
"category_value": "pre-sales__ci-order_payment",
"category_zh": "订单支付咨询"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 5,
"voice": 2
}
},
"messages": [
{
"conversation_id": "57889933658521",
"type": "Comment",
"created_at": "2026-05-13T16:56:59Z",
"author_id": "34818877588633",
"author_name": "CT-Gold",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello,\n \nI hope you are well.\n \nKindly be informed that the tracking link for your order is https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&text28777=&tLabels=9235990361147021701864%2C&tABt=true. \n \nShould you require any further assistance, please do not hesitate to contact us by phone.\n \nWarm regards,\nMomcozy Customer Support Team"
},
{
"conversation_id": "57849994343065",
"type": "Comment",
"created_at": "2026-05-12T12:41:09Z",
"author_id": "34818877588633",
"author_name": "CT-Gold",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello,\n \nI hope you're having a great day!\n \nThe 10% partial refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.\n \nIf you have any other questions or need further assistance, please don't hesitate to reach out. We're here to help!\n \nWarm regards,\nMomcozy Customer Support\n \nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime."
},
{
"conversation_id": "57849980926745",
"type": "Comment",
"created_at": "2026-05-12T12:39:29Z",
"author_id": "34818877588633",
"author_name": "CT-Gold",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: INBOUND\nIssue Details: checking order status\nResolution Offered: medium risk / processed order / cx frustrated / provided 10% partial ref\nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A"
},
{
"conversation_id": "57849932878489",
"type": "Comment",
"created_at": "2026-05-12T12:37:48Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer ordered a baby monitor on April 22 but had not received it by the time of the call. Customer provided order number and delivery details for order lookup. Initial order was assigned to a warehouse with insufficient stock causing the delay. Agent re-assigned the order to a local warehouse with available stock. Customer will receive tracking information via email within 24 to 48 hours; estimated delivery is 3 to 7 business days. Agent apologized for the delay and offered a 10% partial refund as compensation. Refund will be processed to the original Visa card and should reflect within 3 to 5 business days; email confirmation will be sent. Customer confirmed payment method is still active. Customer expressed dissatisfaction with the delay but appreciated the agent’s help; satisfaction with today's service was rated positively. Call concluded with no further questions from the customer. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57849947862809",
"type": "Comment",
"created_at": "2026-05-12T12:37:36Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:03AgentThank you for calling momcozy. This is Gold. How can I help you?00:07CustomerHi. Good morning. I did order for, like, a breast pump, and I have the order number. I did the order by April 22, but I still not receive it yet. Is any way if I give it to you, the order, can you look in?00:25AgentAlrighty. Nothing to worry, ma'am. We're gonna go ahead and double check the status of your order so to make sure, ma'am, that you are aware of the current status of it, ma'am. Okay? So by the way, ma'am, could you please provide to me your order number?00:42CustomerJAnotherJ1623876.00:52AgentOkay. Thank you, ma'am. Let me just go ahead, ma'am, and pull up your order. Just kindly stay on the line, ma'am. Okay?00:58AgentThank you. Hold on. Please bear with me, ma'am. Okay? I'm actually trying to locate, ma'am, your order.02:13AgentThank you.02:14CustomerUh-huh.03:00AgentAlright. Thank you so much, ma'am, for patiently holding. So I believe, ma'am, that this is for your baby monitor, ma'am. Correct?03:08CustomerCorrect, ma'am.03:13AgentI'm sorry, ma'am? Is it correct, ma'am?03:15CustomerYes. Yes. It's correct, ma'am. Yes.03:19AgentOkay. Thank you, ma'am. So could you please verify, ma'am, your full name and your email address?03:26CustomerMy name, it's. My you need the address. It should be delivery? I mean For the delivery name.03:37AgentSorry, ma'am. Could you please verify, ma'am sorry, ma'am. I didn't mean to interrupt. Uh, let me just make sure, ma'am, that the information is clear. So, again, ma'am, could you please verify your full name, ma'am?03:50AgentThe name that is associated in the order, ma'am?03:54CustomerJihan Henmy, g I h a n. Last name is h e l m y. And do you need my email address?04:05AgentYes, ma'am, please.04:07CustomerIt's first name, last name, jihancalmi,number7@gmail.com.04:17AgentOkay. Thank you, ma'am. Unfortunately, ma'am, the name that you have mentioned to me is actually not matching the 1 that we have here in the system, ma'am. So could you please verify, ma'am, the name that is associated on the order, please?04:31CustomerMonica Hannah. It's for a baby. It's a I don't know. What you mean? What what you mean?04:41CustomerYou need the name for the 1 I did the order or the 1 will be delivery to? Because this, like, a reject Target. Oh, the shipping. Ah, okay. Okay.04:52CustomerShipping name, ma'am. Okay. It's Monica. Just a second, ma'am. Let me give it to you exactly.05:01CustomerYou, ma'am. Name exactly because it's a combined just a second. Okay. It's Monica Mario. The address, it's 1940 Cascade Court, Lebanon, Tennessee 37087.05:42AgentAlright. Thank you so much, ma'am. How about, ma'am, your phone number, please?05:47Customer(615) 299-6510.05:51AgentAlright. Thank you, ma'am. So, yeah, actually, ma'am, I was able to pull up your order information. And upon checking in here, ma'am, I'm really sorry, ma'am, for the delays that you experienced, ma'am, for the order. Okay?06:04AgentIt just so happened, ma'am, that it was actually assigned to a warehouse, ma'am, that has insufficient stocks, ma'am, for the product. However, what I can do, ma'am, to make sure that you'll receive the the order, ma'am, that you paid for, I can assign it, ma'am, to a warehouse that has sufficient stocks, ma'am, for the baby monitor. Alright. Then I'll gonna inform you, ma'am, what will be the delivery time frame afterwards.06:37CustomerOkay. Because to be honest, it's already the baby, it came it came a little bit early, and it's I'm not happy at all about this. She not receiving the orders. You know? It's a very bad experience for me.06:52AgentI'm so sorry, ma'am, for that. Okay? But, yeah, I will gonna try my best, ma'am, to make sure that we fixed your order, and I'll gonna check, ma'am, other options for you as well because I understand the inconvenience that it actually caused to you, ma'am. Okay?07:09CustomerOkay. What's the next step? You said you will be contacted the warehouse?07:16AgentI'm sorry, ma'am?07:18CustomerWhat's the next step? You said you will be contacted the warehouse, or what you do?07:24AgentUm, I'm gonna go ahead, ma'am, and locate now a warehouse where we can transfer, ma'am, your order to make sure that it's gonna be processed, ma'am. So just kindly stay on the line, ma'am. Give me at least 1 to 3 minutes, ma'am, to fix the order. Okay? Okay.07:41AgentAlright. Thank you, ma'am. Hold on. Alrighty. Thank you so much, ma'am, for patiently holding.09:14AgentSo, yeah, for this 1, ma'am, I was able to process your order, and I transferred it, ma'am, to a 1 of our local warehouse, ma'am. So which means that you will be receiving, ma'am, the tracking information within 24 to 48 hours. And then the delivery time frame, ma'am, is 3 to 7 business days, ma'am. Alright. So no worries, ma'am, because the tracking, you will gonna receive it automatically, ma'am, on your email once it's already available, ma'am.09:47CustomerOkay. But that's so so bad service, to be honest. I cannot believe. I did the order on April 22. It's something really it's so bad experience.10:01AgentI'm really sorry, ma'am, for the delays. Okay? So, however, ma'am, for this 1, if because this is actually the listing, ma'am, that I can do regarding, ma'am, of what you have experienced with the delay on the service. So for this 1, ma'am, we can go ahead, ma'am, and provide at least 10% partial refund, ma'am, so to make sure that we can make it up to you, ma'am, for the time being that you are not able to receive, ma'am, your order.10:32CustomerOkay. Does that mean you will be due, like, a 10% discount you put it back in my card I paid with?10:41AgentYes, ma'am. So we will gonna process, ma'am, 10% partial refund back to your original payment method, ma'am. Would that be fine for you? Okay. Okay.10:51CustomerThank you. I you will be sent it for me. You will be sent it for me, like, a tracking email with the tracking number from 24 to 48? Okay. Okay.11:03AgentI'm sorry, ma'am. I don't mean to interrupt. Yes, ma'am. Um, the tracking number that would be available within 24 to 48 hours, ma'am, and that would be automatically sent to your email. Okay?11:13AgentAnd by the way, ma'am, if I may ask, could you please confirm if the payment method you used for the transaction is still active, ma'am?11:21CustomerYes, ma'am.11:23AgentOkay. So if that is the case,11:25Customerma'am, I'll just try to to me. It's a Visa 8 8 9 and 8911. Right?11:34AgentI see.11:35CustomerYeah. Yeah.11:36AgentSo, yeah, for this 1, ma'am, I'll gonna go ahead and process the 10% partial refund back to your original payment method, and it will reflect, ma'am, to your card within 3 to 5 business days. I'll also gonna send you, ma'am, an email confirmation, no worries, to make sure that you have an assurance, ma'am, for the refund. Okay?11:55CustomerYeah. Appreciate your help. Thanks so much.11:58AgentAlright. You're welcome, ma'am. So, yes, would there be anything else, ma'am, that I can possibly assist you with?12:05CustomerNo. Thank you, ma'am.12:07AgentAlright. You're welcome. So by the way, ma'am, before I let you go, may I know, ma'am, how satisfied are you with the service you actually received today?12:16CustomerUh, it's very good. You did get a job, actually. Thank you so much.12:20AgentAlright. Thank you, ma'am. So really appreciate that. So, yeah, if you don't have any more question, ma'am, I will not gonna take so much of your time. Thank you so much for calling momcozy.12:29AgentYou have a wonderful day. Bye for now, ma'am. Thank you. Bye bye. Bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57849939420313",
"type": "VoiceComment",
"created_at": "2026-05-12T12:37:12Z",
"author_id": "34818877588633",
"author_name": "CT-Gold",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Inbound call from +1 (615) 299-6510\nCall Details:\n\nCall from: +1 (615) 299-6510\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 12:24:14 UTC\nLocation: Nashville, Tennessee, United States\nAnswered by: CT-Gold\nLength of phone call: 12 minutes, 57 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAc9356a281f9375131a7b270c73542b73/twilio/call/recording"
},
{
"conversation_id": "57849640275865",
"type": "Comment",
"created_at": "2026-05-12T12:24:28Z",
"author_id": "57849632511897",
"author_name": "Caller +1 (615) 299-6510",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (615) 299-6510\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 12:24:14 PM UTC"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57889933658521,
"type": "Comment",
"author_id": 34818877588633,
"body": "Hello,\n\nI hope you are well.\n\nKindly be informed that the tracking link for your order is https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&text28777=&tLabels=9235990361147021701864%2C&tABt=true.\n\nShould you require any further assistance, please do not hesitate to contact us by phone.\n\nWarm regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>I hope you are well.<br> <br>Kindly be informed that the tracking link for your order is <a rel=\"noopener noreferrer\" href=\"https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&text28777=&tLabels=9235990361147021701864%2C&tABt=true\">https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&text28777=&tLabels=9235990361147021701864%2C&tABt=true</a>. <br> <br>Should you require any further assistance, please do not hesitate to contact us by phone.<br> <br>Warm regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello,\n \nI hope you are well.\n \nKindly be informed that the tracking link for your order is https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&text28777=&tLabels=9235990361147021701864%2C&tABt=true. \n \nShould you require any further assistance, please do not hesitate to contact us by phone.\n \nWarm regards,\nMomcozy Customer Support Team",
"public": true,
"attachments": [],
"audit_id": 57889933658265,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {
"address": "gihanhelmy7@gmail.com",
"name": "gihanhelmy7"
},
"rel": null
}
},
"created_at": "2026-05-13T16:56:59Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
"ip_address": "127.0.0.6",
"location": "Naga, 05, Philippines",
"latitude": 13.6166,
"longitude": 123.1804
},
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},
{
"id": 57849994343065,
"type": "Comment",
"author_id": 34818877588633,
"body": "Hello,\n\nI hope you're having a great day!\n\nThe 10% partial refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.\n\nIf you have any other questions or need further assistance, please don't hesitate to reach out. We're here to help!\n\nWarm regards,\nMomcozy Customer Support\n\n_Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime._",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>I hope you're having a great day!<br> <br>The 10% partial refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.<br> <br>If you have any other questions or need further assistance, please don't hesitate to reach out. We're here to help!<br> <br>Warm regards,<br>Momcozy Customer Support<br> <br><i>Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.</i><br></div>",
"plain_body": "Hello,\n \nI hope you're having a great day!\n \nThe 10% partial refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.\n \nIf you have any other questions or need further assistance, please don't hesitate to reach out. We're here to help!\n \nWarm regards,\nMomcozy Customer Support\n \nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
"public": true,
"attachments": [],
"audit_id": 57849994342937,
"locale": "en",
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"via": {
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"source": {
"from": {},
"to": {
"address": "gihanhelmy7@gmail.com",
"name": "gihanhelmy7"
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"rel": null
}
},
"created_at": "2026-05-12T12:41:09Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
"ip_address": "127.0.0.6",
"location": "Naga, 05, Philippines",
"latitude": 13.6166,
"longitude": 123.1804
},
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},
{
"id": 57849980926745,
"type": "Comment",
"author_id": 34818877588633,
"body": "Customer Communications: INBOUND\nIssue Details: checking order status\nResolution Offered: medium risk / processed order / cx frustrated / provided 10% partial ref\nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: INBOUND<br>Issue Details: checking order status<br>Resolution Offered: medium risk / processed order / cx frustrated / provided 10% partial ref<br>Customer Responses: cx understood<br>Follow-up Actions: N/A<br>Escalation Details: N/A<br></div>",
"plain_body": "Customer Communications: INBOUND\nIssue Details: checking order status\nResolution Offered: medium risk / processed order / cx frustrated / provided 10% partial ref\nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A",
"public": false,
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"audit_id": 57849980926617,
"locale": "en",
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"via": {
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},
"created_at": "2026-05-12T12:39:29Z",
"metadata": {
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"ip_address": "127.0.0.6",
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"latitude": 13.6166,
"longitude": 123.1804
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{
"id": 57849932878489,
"type": "Comment",
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"body": "#### **Call summary:**\n\n\n- Customer ordered a baby monitor on April 22 but had not received it by the time of the call.\n- Customer provided order number and delivery details for order lookup.\n- Initial order was assigned to a warehouse with insufficient stock causing the delay.\n- Agent re-assigned the order to a local warehouse with available stock.\n- Customer will receive tracking information via email within 24 to 48 hours; estimated delivery is 3 to 7 business days.\n- Agent apologized for the delay and offered a 10% partial refund as compensation.\n- Refund will be processed to the original Visa card and should reflect within 3 to 5 business days; email confirmation will be sent.\n- Customer confirmed payment method is still active.\n- Customer expressed dissatisfaction with the delay but appreciated the agent’s help; satisfaction with today's service was rated positively.\n- Call concluded with no further questions from the customer.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer ordered a baby monitor on April 22 but had not received it by the time of the call.</li><li>Customer provided order number and delivery details for order lookup.</li><li>Initial order was assigned to a warehouse with insufficient stock causing the delay.</li><li>Agent re-assigned the order to a local warehouse with available stock.</li><li>Customer will receive tracking information via email within 24 to 48 hours; estimated delivery is 3 to 7 business days.</li><li>Agent apologized for the delay and offered a 10% partial refund as compensation.</li><li>Refund will be processed to the original Visa card and should reflect within 3 to 5 business days; email confirmation will be sent.</li><li>Customer confirmed payment method is still active.</li><li>Customer expressed dissatisfaction with the delay but appreciated the agent’s help; satisfaction with today's service was rated positively.</li><li>Call concluded with no further questions from the customer.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call summary: \n Customer ordered a baby monitor on April 22 but had not received it by the time of the call. Customer provided order number and delivery details for order lookup. Initial order was assigned to a warehouse with insufficient stock causing the delay. Agent re-assigned the order to a local warehouse with available stock. Customer will receive tracking information via email within 24 to 48 hours; estimated delivery is 3 to 7 business days. Agent apologized for the delay and offered a 10% partial refund as compensation. Refund will be processed to the original Visa card and should reflect within 3 to 5 business days; email confirmation will be sent. Customer confirmed payment method is still active. Customer expressed dissatisfaction with the delay but appreciated the agent’s help; satisfaction with today's service was rated positively. Call concluded with no further questions from the customer. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"locale": "en",
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"via": {
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"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T12:37:48Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
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{
"id": 57849947862809,
"type": "Comment",
"author_id": -1,
"body": "#### **Call transcript:**\n\n\n**00:03** **Agent** Thank you for calling momcozy. This is Gold. How can I help you?\n**00:07** **Customer** Hi. Good morning. I did order for, like, a breast pump, and I have the order number. I did the order by April 22, but I still not receive it yet. Is any way if I give it to you, the order, can you look in?\n**00:25** **Agent** Alrighty. Nothing to worry, ma'am. We're gonna go ahead and double check the status of your order so to make sure, ma'am, that you are aware of the current status of it, ma'am. Okay? So by the way, ma'am, could you please provide to me your order number?\n**00:42** **Customer** JAnotherJ1623876.\n**00:52** **Agent** Okay. Thank you, ma'am. Let me just go ahead, ma'am, and pull up your order. Just kindly stay on the line, ma'am. Okay?\n**00:58** **Agent** Thank you. Hold on. Please bear with me, ma'am. Okay? I'm actually trying to locate, ma'am, your order.\n**02:13** **Agent** Thank you.\n**02:14** **Customer** Uh-huh.\n**03:00** **Agent** Alright. Thank you so much, ma'am, for patiently holding. So I believe, ma'am, that this is for your baby monitor, ma'am. Correct?\n**03:08** **Customer** Correct, ma'am.\n**03:13** **Agent** I'm sorry, ma'am? Is it correct, ma'am?\n**03:15** **Customer** Yes. Yes. It's correct, ma'am. Yes.\n**03:19** **Agent** Okay. Thank you, ma'am. So could you please verify, ma'am, your full name and your email address?\n**03:26** **Customer** My name, it's. My you need the address. It should be delivery? I mean For the delivery name.\n**03:37** **Agent** Sorry, ma'am. Could you please verify, ma'am sorry, ma'am. I didn't mean to interrupt. Uh, let me just make sure, ma'am, that the information is clear. So, again, ma'am, could you please verify your full name, ma'am?\n**03:50** **Agent** The name that is associated in the order, ma'am?\n**03:54** **Customer** Jihan Henmy, g I h a n. Last name is h e l m y. And do you need my email address?\n**04:05** **Agent** Yes, ma'am, please.\n**04:07** **Customer** It's first name, last name, jihancalmi,number7@gmail.com.\n**04:17** **Agent** Okay. Thank you, ma'am. Unfortunately, ma'am, the name that you have mentioned to me is actually not matching the 1 that we have here in the system, ma'am. So could you please verify, ma'am, the name that is associated on the order, please?\n**04:31** **Customer** Monica Hannah. It's for a baby. It's a I don't know. What you mean? What what you mean?\n**04:41** **Customer** You need the name for the 1 I did the order or the 1 will be delivery to? Because this, like, a reject Target. Oh, the shipping. Ah, okay. Okay.\n**04:52** **Customer** Shipping name, ma'am. Okay. It's Monica. Just a second, ma'am. Let me give it to you exactly.\n**05:01** **Customer** You, ma'am. Name exactly because it's a combined just a second. Okay. It's Monica Mario. The address, it's 1940 Cascade Court, Lebanon, Tennessee 37087.\n**05:42** **Agent** Alright. Thank you so much, ma'am. How about, ma'am, your phone number, please?\n**05:47** **Customer** (615) 299-6510.\n**05:51** **Agent** Alright. Thank you, ma'am. So, yeah, actually, ma'am, I was able to pull up your order information. And upon checking in here, ma'am, I'm really sorry, ma'am, for the delays that you experienced, ma'am, for the order. Okay?\n**06:04** **Agent** It just so happened, ma'am, that it was actually assigned to a warehouse, ma'am, that has insufficient stocks, ma'am, for the product. However, what I can do, ma'am, to make sure that you'll receive the the order, ma'am, that you paid for, I can assign it, ma'am, to a warehouse that has sufficient stocks, ma'am, for the baby monitor. Alright. Then I'll gonna inform you, ma'am, what will be the delivery time frame afterwards.\n**06:37** **Customer** Okay. Because to be honest, it's already the baby, it came it came a little bit early, and it's I'm not happy at all about this. She not receiving the orders. You know? It's a very bad experience for me.\n**06:52** **Agent** I'm so sorry, ma'am, for that. Okay? But, yeah, I will gonna try my best, ma'am, to make sure that we fixed your order, and I'll gonna check, ma'am, other options for you as well because I understand the inconvenience that it actually caused to you, ma'am. Okay?\n**07:09** **Customer** Okay. What's the next step? You said you will be contacted the warehouse?\n**07:16** **Agent** I'm sorry, ma'am?\n**07:18** **Customer** What's the next step? You said you will be contacted the warehouse, or what you do?\n**07:24** **Agent** Um, I'm gonna go ahead, ma'am, and locate now a warehouse where we can transfer, ma'am, your order to make sure that it's gonna be processed, ma'am. So just kindly stay on the line, ma'am. Give me at least 1 to 3 minutes, ma'am, to fix the order. Okay? Okay.\n**07:41** **Agent** Alright. Thank you, ma'am. Hold on. Alrighty. Thank you so much, ma'am, for patiently holding.\n**09:14** **Agent** So, yeah, for this 1, ma'am, I was able to process your order, and I transferred it, ma'am, to a 1 of our local warehouse, ma'am. So which means that you will be receiving, ma'am, the tracking information within 24 to 48 hours. And then the delivery time frame, ma'am, is 3 to 7 business days, ma'am. Alright. So no worries, ma'am, because the tracking, you will gonna receive it automatically, ma'am, on your email once it's already available, ma'am.\n**09:47** **Customer** Okay. But that's so so bad service, to be honest. I cannot believe. I did the order on April 22. It's something really it's so bad experience.\n**10:01** **Agent** I'm really sorry, ma'am, for the delays. Okay? So, however, ma'am, for this 1, if because this is actually the listing, ma'am, that I can do regarding, ma'am, of what you have experienced with the delay on the service. So for this 1, ma'am, we can go ahead, ma'am, and provide at least 10% partial refund, ma'am, so to make sure that we can make it up to you, ma'am, for the time being that you are not able to receive, ma'am, your order.\n**10:32** **Customer** Okay. Does that mean you will be due, like, a 10% discount you put it back in my card I paid with?\n**10:41** **Agent** Yes, ma'am. So we will gonna process, ma'am, 10% partial refund back to your original payment method, ma'am. Would that be fine for you? Okay. Okay.\n**10:51** **Customer** Thank you. I you will be sent it for me. You will be sent it for me, like, a tracking email with the tracking number from 24 to 48? Okay. Okay.\n**11:03** **Agent** I'm sorry, ma'am. I don't mean to interrupt. Yes, ma'am. Um, the tracking number that would be available within 24 to 48 hours, ma'am, and that would be automatically sent to your email. Okay?\n**11:13** **Agent** And by the way, ma'am, if I may ask, could you please confirm if the payment method you used for the transaction is still active, ma'am?\n**11:21** **Customer** Yes, ma'am.\n**11:23** **Agent** Okay. So if that is the case,\n**11:25** **Customer** ma'am, I'll just try to to me. It's a Visa 8 8 9 and 8911. Right?\n**11:34** **Agent** I see.\n**11:35** **Customer** Yeah. Yeah.\n**11:36** **Agent** So, yeah, for this 1, ma'am, I'll gonna go ahead and process the 10% partial refund back to your original payment method, and it will reflect, ma'am, to your card within 3 to 5 business days. I'll also gonna send you, ma'am, an email confirmation, no worries, to make sure that you have an assurance, ma'am, for the refund. Okay?\n**11:55** **Customer** Yeah. Appreciate your help. Thanks so much.\n**11:58** **Agent** Alright. You're welcome, ma'am. So, yes, would there be anything else, ma'am, that I can possibly assist you with?\n**12:05** **Customer** No. Thank you, ma'am.\n**12:07** **Agent** Alright. You're welcome. So by the way, ma'am, before I let you go, may I know, ma'am, how satisfied are you with the service you actually received today?\n**12:16** **Customer** Uh, it's very good. You did get a job, actually. Thank you so much.\n**12:20** **Agent** Alright. Thank you, ma'am. So really appreciate that. So, yeah, if you don't have any more question, ma'am, I will not gonna take so much of your time. Thank you so much for calling momcozy.\n**12:29** **Agent** You have a wonderful day. Bye for now, ma'am. Thank you. Bye bye. Bye.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you for calling momcozy. This is Gold. How can I help you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. Good morning. I did order for, like, a breast pump, and I have the order number. I did the order by April 22, but I still not receive it yet. Is any way if I give it to you, the order, can you look in?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alrighty. Nothing to worry, ma'am. We're gonna go ahead and double check the status of your order so to make sure, ma'am, that you are aware of the current status of it, ma'am. Okay? So by the way, ma'am, could you please provide to me your order number?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">JAnotherJ1623876.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, ma'am. Let me just go ahead, ma'am, and pull up your order. Just kindly stay on the line, ma'am. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you. Hold on. Please bear with me, ma'am. Okay? I'm actually trying to locate, ma'am, your order.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Uh-huh.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Thank you so much, ma'am, for patiently holding. So I believe, ma'am, that this is for your baby monitor, ma'am. Correct?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Correct, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm sorry, ma'am? Is it correct, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. Yes. It's correct, ma'am. Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, ma'am. So could you please verify, ma'am, your full name and your email address?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">My name, it's. My you need the address. It should be delivery? I mean For the delivery name.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry, ma'am. Could you please verify, ma'am sorry, ma'am. I didn't mean to interrupt. Uh, let me just make sure, ma'am, that the information is clear. So, again, ma'am, could you please verify your full name, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">The name that is associated in the order, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Jihan Henmy, g I h a n. Last name is h e l m y. And do you need my email address?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am, please.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's first name, last name, jihancalmi,number7@gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, ma'am. Unfortunately, ma'am, the name that you have mentioned to me is actually not matching the 1 that we have here in the system, ma'am. So could you please verify, ma'am, the name that is associated on the order, please?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Monica Hannah. It's for a baby. It's a I don't know. What you mean? What what you mean?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You need the name for the 1 I did the order or the 1 will be delivery to? Because this, like, a reject Target. Oh, the shipping. Ah, okay. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Shipping name, ma'am. Okay. It's Monica. Just a second, ma'am. Let me give it to you exactly.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You, ma'am. Name exactly because it's a combined just a second. Okay. It's Monica Mario. The address, it's 1940 Cascade Court, Lebanon, Tennessee 37087.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Thank you so much, ma'am. How about, ma'am, your phone number, please?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">(615) 299-6510.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Thank you, ma'am. So, yeah, actually, ma'am, I was able to pull up your order information. And upon checking in here, ma'am, I'm really sorry, ma'am, for the delays that you experienced, ma'am, for the order. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It just so happened, ma'am, that it was actually assigned to a warehouse, ma'am, that has insufficient stocks, ma'am, for the product. However, what I can do, ma'am, to make sure that you'll receive the the order, ma'am, that you paid for, I can assign it, ma'am, to a warehouse that has sufficient stocks, ma'am, for the baby monitor. Alright. Then I'll gonna inform you, ma'am, what will be the delivery time frame afterwards.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Because to be honest, it's already the baby, it came it came a little bit early, and it's I'm not happy at all about this. She not receiving the orders. You know? It's a very bad experience for me.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm so sorry, ma'am, for that. Okay? But, yeah, I will gonna try my best, ma'am, to make sure that we fixed your order, and I'll gonna check, ma'am, other options for you as well because I understand the inconvenience that it actually caused to you, ma'am. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. What's the next step? You said you will be contacted the warehouse?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm sorry, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">What's the next step? You said you will be contacted the warehouse, or what you do?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Um, I'm gonna go ahead, ma'am, and locate now a warehouse where we can transfer, ma'am, your order to make sure that it's gonna be processed, ma'am. So just kindly stay on the line, ma'am. Give me at least 1 to 3 minutes, ma'am, to fix the order. Okay? Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Thank you, ma'am. Hold on. Alrighty. Thank you so much, ma'am, for patiently holding.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So, yeah, for this 1, ma'am, I was able to process your order, and I transferred it, ma'am, to a 1 of our local warehouse, ma'am. So which means that you will be receiving, ma'am, the tracking information within 24 to 48 hours. And then the delivery time frame, ma'am, is 3 to 7 business days, ma'am. Alright. So no worries, ma'am, because the tracking, you will gonna receive it automatically, ma'am, on your email once it's already available, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. But that's so so bad service, to be honest. I cannot believe. I did the order on April 22. It's something really it's so bad experience.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm really sorry, ma'am, for the delays. Okay? So, however, ma'am, for this 1, if because this is actually the listing, ma'am, that I can do regarding, ma'am, of what you have experienced with the delay on the service. So for this 1, ma'am, we can go ahead, ma'am, and provide at least 10% partial refund, ma'am, so to make sure that we can make it up to you, ma'am, for the time being that you are not able to receive, ma'am, your order.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Does that mean you will be due, like, a 10% discount you put it back in my card I paid with?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. So we will gonna process, ma'am, 10% partial refund back to your original payment method, ma'am. Would that be fine for you? Okay. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you. I you will be sent it for me. You will be sent it for me, like, a tracking email with the tracking number from 24 to 48? Okay. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm sorry, ma'am. I don't mean to interrupt. Yes, ma'am. Um, the tracking number that would be available within 24 to 48 hours, ma'am, and that would be automatically sent to your email. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And by the way, ma'am, if I may ask, could you please confirm if the payment method you used for the transaction is still active, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So if that is the case,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">ma'am, I'll just try to to me. It's a Visa 8 8 9 and 8911. Right?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So, yeah, for this 1, ma'am, I'll gonna go ahead and process the 10% partial refund back to your original payment method, and it will reflect, ma'am, to your card within 3 to 5 business days. I'll also gonna send you, ma'am, an email confirmation, no worries, to make sure that you have an assurance, ma'am, for the refund. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Appreciate your help. Thanks so much.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. You're welcome, ma'am. So, yes, would there be anything else, ma'am, that I can possibly assist you with?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. Thank you, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. You're welcome. So by the way, ma'am, before I let you go, may I know, ma'am, how satisfied are you with the service you actually received today?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Uh, it's very good. You did get a job, actually. Thank you so much.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Thank you, ma'am. So really appreciate that. So, yeah, if you don't have any more question, ma'am, I will not gonna take so much of your time. Thank you so much for calling momcozy.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You have a wonderful day. Bye for now, ma'am. Thank you. Bye bye. Bye.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call transcript: \n00:03AgentThank you for calling momcozy. This is Gold. How can I help you?00:07CustomerHi. Good morning. I did order for, like, a breast pump, and I have the order number. I did the order by April 22, but I still not receive it yet. Is any way if I give it to you, the order, can you look in?00:25AgentAlrighty. Nothing to worry, ma'am. We're gonna go ahead and double check the status of your order so to make sure, ma'am, that you are aware of the current status of it, ma'am. Okay? So by the way, ma'am, could you please provide to me your order number?00:42CustomerJAnotherJ1623876.00:52AgentOkay. Thank you, ma'am. Let me just go ahead, ma'am, and pull up your order. Just kindly stay on the line, ma'am. Okay?00:58AgentThank you. Hold on. Please bear with me, ma'am. Okay? I'm actually trying to locate, ma'am, your order.02:13AgentThank you.02:14CustomerUh-huh.03:00AgentAlright. Thank you so much, ma'am, for patiently holding. So I believe, ma'am, that this is for your baby monitor, ma'am. Correct?03:08CustomerCorrect, ma'am.03:13AgentI'm sorry, ma'am? Is it correct, ma'am?03:15CustomerYes. Yes. It's correct, ma'am. Yes.03:19AgentOkay. Thank you, ma'am. So could you please verify, ma'am, your full name and your email address?03:26CustomerMy name, it's. My you need the address. It should be delivery? I mean For the delivery name.03:37AgentSorry, ma'am. Could you please verify, ma'am sorry, ma'am. I didn't mean to interrupt. Uh, let me just make sure, ma'am, that the information is clear. So, again, ma'am, could you please verify your full name, ma'am?03:50AgentThe name that is associated in the order, ma'am?03:54CustomerJihan Henmy, g I h a n. Last name is h e l m y. And do you need my email address?04:05AgentYes, ma'am, please.04:07CustomerIt's first name, last name, jihancalmi,number7@gmail.com.04:17AgentOkay. Thank you, ma'am. Unfortunately, ma'am, the name that you have mentioned to me is actually not matching the 1 that we have here in the system, ma'am. So could you please verify, ma'am, the name that is associated on the order, please?04:31CustomerMonica Hannah. It's for a baby. It's a I don't know. What you mean? What what you mean?04:41CustomerYou need the name for the 1 I did the order or the 1 will be delivery to? Because this, like, a reject Target. Oh, the shipping. Ah, okay. Okay.04:52CustomerShipping name, ma'am. Okay. It's Monica. Just a second, ma'am. Let me give it to you exactly.05:01CustomerYou, ma'am. Name exactly because it's a combined just a second. Okay. It's Monica Mario. The address, it's 1940 Cascade Court, Lebanon, Tennessee 37087.05:42AgentAlright. Thank you so much, ma'am. How about, ma'am, your phone number, please?05:47Customer(615) 299-6510.05:51AgentAlright. Thank you, ma'am. So, yeah, actually, ma'am, I was able to pull up your order information. And upon checking in here, ma'am, I'm really sorry, ma'am, for the delays that you experienced, ma'am, for the order. Okay?06:04AgentIt just so happened, ma'am, that it was actually assigned to a warehouse, ma'am, that has insufficient stocks, ma'am, for the product. However, what I can do, ma'am, to make sure that you'll receive the the order, ma'am, that you paid for, I can assign it, ma'am, to a warehouse that has sufficient stocks, ma'am, for the baby monitor. Alright. Then I'll gonna inform you, ma'am, what will be the delivery time frame afterwards.06:37CustomerOkay. Because to be honest, it's already the baby, it came it came a little bit early, and it's I'm not happy at all about this. She not receiving the orders. You know? It's a very bad experience for me.06:52AgentI'm so sorry, ma'am, for that. Okay? But, yeah, I will gonna try my best, ma'am, to make sure that we fixed your order, and I'll gonna check, ma'am, other options for you as well because I understand the inconvenience that it actually caused to you, ma'am. Okay?07:09CustomerOkay. What's the next step? You said you will be contacted the warehouse?07:16AgentI'm sorry, ma'am?07:18CustomerWhat's the next step? You said you will be contacted the warehouse, or what you do?07:24AgentUm, I'm gonna go ahead, ma'am, and locate now a warehouse where we can transfer, ma'am, your order to make sure that it's gonna be processed, ma'am. So just kindly stay on the line, ma'am. Give me at least 1 to 3 minutes, ma'am, to fix the order. Okay? Okay.07:41AgentAlright. Thank you, ma'am. Hold on. Alrighty. Thank you so much, ma'am, for patiently holding.09:14AgentSo, yeah, for this 1, ma'am, I was able to process your order, and I transferred it, ma'am, to a 1 of our local warehouse, ma'am. So which means that you will be receiving, ma'am, the tracking information within 24 to 48 hours. And then the delivery time frame, ma'am, is 3 to 7 business days, ma'am. Alright. So no worries, ma'am, because the tracking, you will gonna receive it automatically, ma'am, on your email once it's already available, ma'am.09:47CustomerOkay. But that's so so bad service, to be honest. I cannot believe. I did the order on April 22. It's something really it's so bad experience.10:01AgentI'm really sorry, ma'am, for the delays. Okay? So, however, ma'am, for this 1, if because this is actually the listing, ma'am, that I can do regarding, ma'am, of what you have experienced with the delay on the service. So for this 1, ma'am, we can go ahead, ma'am, and provide at least 10% partial refund, ma'am, so to make sure that we can make it up to you, ma'am, for the time being that you are not able to receive, ma'am, your order.10:32CustomerOkay. Does that mean you will be due, like, a 10% discount you put it back in my card I paid with?10:41AgentYes, ma'am. So we will gonna process, ma'am, 10% partial refund back to your original payment method, ma'am. Would that be fine for you? Okay. Okay.10:51CustomerThank you. I you will be sent it for me. You will be sent it for me, like, a tracking email with the tracking number from 24 to 48? Okay. Okay.11:03AgentI'm sorry, ma'am. I don't mean to interrupt. Yes, ma'am. Um, the tracking number that would be available within 24 to 48 hours, ma'am, and that would be automatically sent to your email. Okay?11:13AgentAnd by the way, ma'am, if I may ask, could you please confirm if the payment method you used for the transaction is still active, ma'am?11:21CustomerYes, ma'am.11:23AgentOkay. So if that is the case,11:25Customerma'am, I'll just try to to me. It's a Visa 8 8 9 and 8911. Right?11:34AgentI see.11:35CustomerYeah. Yeah.11:36AgentSo, yeah, for this 1, ma'am, I'll gonna go ahead and process the 10% partial refund back to your original payment method, and it will reflect, ma'am, to your card within 3 to 5 business days. I'll also gonna send you, ma'am, an email confirmation, no worries, to make sure that you have an assurance, ma'am, for the refund. Okay?11:55CustomerYeah. Appreciate your help. Thanks so much.11:58AgentAlright. You're welcome, ma'am. So, yes, would there be anything else, ma'am, that I can possibly assist you with?12:05CustomerNo. Thank you, ma'am.12:07AgentAlright. You're welcome. So by the way, ma'am, before I let you go, may I know, ma'am, how satisfied are you with the service you actually received today?12:16CustomerUh, it's very good. You did get a job, actually. Thank you so much.12:20AgentAlright. Thank you, ma'am. So really appreciate that. So, yeah, if you don't have any more question, ma'am, I will not gonna take so much of your time. Thank you so much for calling momcozy.12:29AgentYou have a wonderful day. Bye for now, ma'am. Thank you. Bye bye. Bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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