提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1251340",
"subject": "Voicemail from: Caller +1 (440) 315-1905",
"description": "Call from: +1 (440) 315-1905\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 12:24:39 PM UTC",
"status": "solved",
"priority": "high",
"product_model": "milk pump::Momcozy::M9",
"created_at": "2026-05-12T12:24:56Z",
"updated_at": "2026-05-12T13:30:20Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "**routed to vm (outbound call)",
"agents_notes": "**routed to vm (outbound call)",
"category_field_id": "34154549939865",
"category_name": "CPI::Parts crack or break",
"category_value": "cpi__parts_crack_or_break",
"category_zh": "配件开裂或断裂"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 5,
"voice": 3
}
},
"messages": [
{
"conversation_id": "57851080958617",
"type": "Comment",
"created_at": "2026-05-12T13:30:20Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n The conversation is a voicemail message from Momcozy left for Rachel, requesting her to return their call at (619) 848-0676 or to email support@momcozy.com. No further details, issues, or next steps were provided. \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": "57851097025433",
"type": "Comment",
"created_at": "2026-05-12T13:30:18Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:00CustomerIs Rachel. Can I get to my phone and leave a message, and I'll get back to you? Bye.00:06AgentAt the tone, please record your message. When you've finished recording, you may hang up, or press 1 for more options.00:13AgentGood morning. This is from momcozy. Could you please call us once again in (619) 848-0676, or email us at support@momcozy.com? Thank you very much, and have a good day. Bye bye.00:28AgentOh.\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": "57851096468121",
"type": "Comment",
"created_at": "2026-05-12T13:30:10Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "**routed to vm (outbound call)"
},
{
"conversation_id": "57851077899161",
"type": "VoiceComment",
"created_at": "2026-05-12T13:30:05Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Outbound call to +1 (440) 315-1905\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (440) 315-1905\nTime of call: 2026-05-12 13:29:23 UTC\nCalled by: CT-Matthew\nLength of phone call: 40 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA9f42c1dbf4e429981aafc1c70647172d/twilio/recording"
},
{
"conversation_id": "57849737209881",
"type": "Comment",
"created_at": "2026-05-12T12:28:01Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer Rachel Chizmedia is experiencing recurring issues with her M9 flange, as the parts continue to break. She has purchased replacement parts from the Momcozy shop on Amazon twice, but both sets have failed. Rachel is seeking a resolution to prevent the need for repeatedly buying new parts. Provided contact details: phone (440) 315-1905, email chizmar12@gmail.com. No actions or solutions have been mentioned or taken yet in the conversation. \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": "57849721693081",
"type": "Comment",
"created_at": "2026-05-12T12:27:59Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:02CustomerHi. My name is Rachel Chizmedia. Phone number, (440) 315-1905. Email is chizmar12@gmail.com. I am having a problem with my m 9 flange.00:24CustomerThe parts continue to break. I have bought new parts off the momcozy shop on Amazon. Both of those parts have broken, and I'm trying to get a resolution so I don't have to keep purchasing new parts. Thank you.\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": "57849721467417",
"type": "VoiceComment",
"created_at": "2026-05-12T12:27:55Z",
"author_id": "57849642134041",
"author_name": "Caller +1 (440) 315-1905",
"author_role": "end-user",
"sender_type": "customer",
"channel": "voice",
"public": true,
"recording_type": "voicemail",
"text": "Voicemail from +1 (440) 315-1905\nCall Details:\n\nCall from: +1 (440) 315-1905\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 12:24:39 UTC\nLocation: Elyria, Ohio, United States\nAnswered by: Caller +1 (440) 315-1905\nLength of phone call: 3 minutes, 15 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe43564b11e48de92f4123ca1b76d42dc/twilio/voicemail/recording"
},
{
"conversation_id": "57849634099865",
"type": "Comment",
"created_at": "2026-05-12T12:24:56Z",
"author_id": "57849642134041",
"author_name": "Caller +1 (440) 315-1905",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (440) 315-1905\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 12:24:39 PM UTC"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57851080958617,
"type": "Comment",
"author_id": -1,
"body": "#### **Call summary:**\n\n\nThe conversation is a voicemail message from Momcozy left for Rachel, requesting her to return their call at (619) 848-0676 or to email support@momcozy.com. No further details, issues, or next steps were provided.\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><p dir=\"auto\">The conversation is a voicemail message from Momcozy left for Rachel, requesting her to return their call at (619) 848-0676 or to email support@momcozy.com. No further details, issues, or next steps were provided.</p><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 The conversation is a voicemail message from Momcozy left for Rachel, requesting her to return their call at (619) 848-0676 or to email support@momcozy.com. No further details, issues, or next steps were provided. \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",
"public": false,
"attachments": [],
"audit_id": 57851080958233,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T13:30:20Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57851097025433,
"type": "Comment",
"author_id": -1,
"body": "#### **Call transcript:**\n\n\n**00:00** **Customer** Is Rachel. Can I get to my phone and leave a message, and I'll get back to you? Bye.\n**00:06** **Agent** At the tone, please record your message. When you've finished recording, you may hang up, or press 1 for more options.\n**00:13** **Agent** Good morning. This is from momcozy. Could you please call us once again in (619) 848-0676, or email us at support@momcozy.com? Thank you very much, and have a good day. Bye bye.\n**00:28** **Agent** Oh.\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>00:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Is Rachel. Can I get to my phone and leave a message, and I'll get back to you? Bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">At the tone, please record your message. When you've finished recording, you may hang up, or press 1 for more options.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Good morning. This is from momcozy. Could you please call us once again in (619) 848-0676, or email us at support@momcozy.com? Thank you very much, and have a good day. Bye bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh.</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: \n00:00CustomerIs Rachel. Can I get to my phone and leave a message, and I'll get back to you? Bye.00:06AgentAt the tone, please record your message. When you've finished recording, you may hang up, or press 1 for more options.00:13AgentGood morning. This is from momcozy. Could you please call us once again in (619) 848-0676, or email us at support@momcozy.com? Thank you very much, and have a good day. Bye bye.00:28AgentOh.\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",
"public": false,
"attachments": [],
"audit_id": 57851078735257,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T13:30:18Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57851096468121,
"type": "Comment",
"author_id": 34818873586969,
"body": "**routed to vm (outbound call)",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">**routed to vm (outbound call)<br></div>",
"plain_body": "**routed to vm (outbound call)",
"public": false,
"attachments": [],
"audit_id": 57851096467993,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T13:30:10Z",
"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
},
"custom": {}
}
},
{
"id": 57851077899161,
"type": "VoiceComment",
"public": true,
"data": {
"from": "+16198480676",
"to": "+14403151905",
"recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA9f42c1dbf4e429981aafc1c70647172d/twilio/recording",
"recording_type": "call",
"recorded": true,
"recording_consent_action": null,
"call_id": 57851088407961,
"call_duration": 40,
"answered_by_id": 34818873586969,
"started_at": "2026-05-12T13:29:23Z",
"location": "",
"author_id": 34818873586969,
"public": true,
"brand_id": 32404259465241,
"via_id": 35,
"line_type": "phone",
"answered_by_name": "CT-Matthew",
"transcription_status": "completed"
},
"formatted_from": "+1 (619) 848-0676",
"formatted_to": "+1 (440) 315-1905",
"transcription_visible": false,
"author_id": 34818873586969,
"body": "Outbound call to +1 (440) 315-1905\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (440) 315-1905\nTime of call: 2026-05-12 13:29:23 UTC\nCalled by: CT-Matthew\nLength of phone call: 40 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA9f42c1dbf4e429981aafc1c70647172d/twilio/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Outbound call to +1 (440) 315-1905<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +1 (619) 848-0676<br>\nCall to: +1 (440) 315-1905<br>\nTime of call: 2026-05-12 13:29:23 UTC<br>\nCalled by: CT-Matthew<br>\nLength of phone call: 40 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA9f42c1dbf4e429981aafc1c70647172d/twilio/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA9f42c1dbf4e429981aafc1c70647172d/twilio/recording</a></p></div>",
"trusted": true,
"attachments": [],
"created_at": "2026-05-12T13:30:05Z",
"audit_id": 57851077899033,
"via": {
"channel": "voice",
"source": {
"rel": "outbound",
"from": {
"formatted_phone": "+1 (619) 848-0676",
"phone": "+16198480676",
"name": "Rootglobal",
"brand_id": 32404259465241
},
"to": {
"formatted_phone": "+1 (440) 315-1905",
"phone": "+14403151905",
"name": "Caller +1 (440) 315-1905"
}
}
},
"metadata": {
"system": {
"client": "",
"ip_address": "",
"location": "Naga, 05, Philippines",
"latitude": 13.6166,
"longitude": 123.1804
},
"custom": {}
}
},
{
"id": 57849737209881,
"type": "Comment",
"author_id": -1,
"body": "#### **Call summary:**\n\n\n- Customer Rachel Chizmedia is experiencing recurring issues with her M9 flange, as the parts continue to break.\n- She has purchased replacement parts from the Momcozy shop on Amazon twice, but both sets have failed.\n- Rachel is seeking a resolution to prevent the need for repeatedly buying new parts.\n- Provided contact details: phone (440) 315-1905, email chizmar12@gmail.com.\n- No actions or solutions have been mentioned or taken yet in the conversation.\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 Rachel Chizmedia is experiencing recurring issues with her M9 flange, as the parts continue to break.</li><li>She has purchased replacement parts from the Momcozy shop on Amazon twice, but both sets have failed.</li><li>Rachel is seeking a resolution to prevent the need for repeatedly buying new parts.</li><li>Provided contact details: phone (440) 315-1905, email chizmar12@gmail.com.</li><li>No actions or solutions have been mentioned or taken yet in the conversation.</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 Rachel Chizmedia is experiencing recurring issues with her M9 flange, as the parts continue to break. She has purchased replacement parts from the Momcozy shop on Amazon twice, but both sets have failed. Rachel is seeking a resolution to prevent the need for repeatedly buying new parts. Provided contact details: phone (440) 315-1905, email chizmar12@gmail.com. No actions or solutions have been mentioned or taken yet in the conversation. \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",
"public": false,
"attachments": [],
"audit_id": 57849737209625,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T12:28:01Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57849721693081,
"type": "Comment",
"author_id": -1,
"body": "#### **Call transcript:**\n\n\n**00:02** **Customer** Hi. My name is Rachel Chizmedia. Phone number, (440) 315-1905. Email is chizmar12@gmail.com. I am having a problem with my m 9 flange.\n**00:24** **Customer** The parts continue to break. I have bought new parts off the momcozy shop on Amazon. Both of those parts have broken, and I'm trying to get a resolution so I don't have to keep purchasing new parts. Thank you.\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>00:02</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. My name is Rachel Chizmedia. Phone number, (440) 315-1905. Email is chizmar12@gmail.com. I am having a problem with my m 9 flange.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">The parts continue to break. I have bought new parts off the momcozy shop on Amazon. Both of those parts have broken, and I'm trying to get a resolution so I don't have to keep purchasing new parts. Thank you.</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: \n00:02CustomerHi. My name is Rachel Chizmedia. Phone number, (440) 315-1905. Email is chizmar12@gmail.com. I am having a problem with my m 9 flange.00:24CustomerThe parts continue to break. I have bought new parts off the momcozy shop on Amazon. Both of those parts have broken, and I'm trying to get a resolution so I don't have to keep purchasing new parts. Thank you.\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",
"public": false,
"attachments": [],
"audit_id": 57849729400729,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T12:27:59Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57849721467417,
"type": "VoiceComment",
"public": true,
"data": {
"from": "+14403151905",
"to": "+16198480676",
"recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe43564b11e48de92f4123ca1b76d42dc/twilio/voicemail/recording",
"recording_type": "voicemail",
"recorded": true,
"recording_consent_action": null,
"call_id": 57849625541785,
"call_duration": 195,
"answered_by_id": 57849642134041,
"started_at": "2026-05-12T12:24:39Z",
"location": "Elyria, Ohio, United States",
"author_id": 57849642134041,
"public": true,
"brand_id": 32404259465241,
"via_id": 33,
"line_type": "phone",
"answered_by_name": "Caller +1 (440) 315-1905",
"transcription_status": "completed"
},
"formatted_from": "+1 (440) 315-1905",
"formatted_to": "+1 (619) 848-0676",
"transcription_visible": false,
"author_id": 57849642134041,
"body": "Voicemail from +1 (440) 315-1905\nCall Details:\n\nCall from: +1 (440) 315-1905\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 12:24:39 UTC\nLocation: Elyria, Ohio, United States\nAnswered by: Caller +1 (440) 315-1905\nLength of phone call: 3 minutes, 15 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe43564b11e48de92f4123ca1b76d42dc/twilio/voicemail/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Voicemail from +1 (440) 315-1905\n<br>Call Details:</p>\n\n<p dir=\"auto\">Call from: +1 (440) 315-1905\n<br>Call to: +1 (619) 848-0676\n<br>Time of call: 2026-05-12 12:24:39 UTC\n<br>Location: Elyria, Ohio, United States\n<br>Answered by: Caller +1 (440) 315-1905\n<br>Length of phone call: 3 minutes, 15 seconds\n<br>Listen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe43564b11e48de92f4123ca1b76d42dc/twilio/voicemail/recording\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe43564b11e48de92f4123ca1b76d42dc/twilio/voicemail/recording</a></p></div>",
"trusted": true,
"attachments": [],
"created_at": "2026-05-12T12:27:55Z",
"audit_id": 57849721467289,
"via": {
"channel": "voice",
"source": {
"rel": "voicemail",
"from": {
"formatted_phone": "+1 (440) 315-1905",
"phone": "+14403151905",
"name": "Caller +1 (440) 315-1905"
},
"to": {
"formatted_phone": "+1 (619) 848-0676",
"phone": "+16198480676",
"name": "Rootglobal",
"brand_id": 32404259465241
}
}
},
"metadata": {
"system": {
"client": "",
"ip_address": ""
},
"custom": {}
}
},
{
"id": 57849634099865,
"type": "Comment",
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"body": "Call from: +1 (440) 315-1905\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 12:24:39 PM UTC",
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