提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1251543",
"subject": "Call with Caller +1 (440) 413-6350",
"description": "Call from: +1 (440) 413-6350\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 1:42:03 PM UTC",
"status": "solved",
"priority": "normal",
"product_model": "milk pump::Momcozy::M9",
"created_at": "2026-05-12T13:42:18Z",
"updated_at": "2026-05-12T13:58:02Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "weak suction one pump / TBS / OTE\njessicamarut@gmail.com\n\nBP223",
"agents_notes": "weak suction one pump / TBS / OTE\njessicamarut@gmail.com\n\nBP223",
"category_field_id": "34154549939865",
"category_name": "CPI::Weak suction",
"category_value": "cpi__weak_suction",
"category_zh": "吸力弱"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 4,
"voice": 2,
"email": 1
}
},
"messages": [
{
"conversation_id": "57851589142041",
"type": "Comment",
"created_at": "2026-05-12T13:58:02Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer contacted Momcozy support regarding one motor of her wearable breast pump showing weaker suction and slower performance. Customer has already replaced all pump parts, cleaned the device, and confirmed no visible damage. Customer does not have the order number since the pump was a gift and the gift giver does not have it either. Model number provided by customer: BP223. Initial offer by agent was a $50 discount code due to lack of order number for warranty verification. After escalation, support approved a full replacement of the pump without needing the order number. Customer provided email, serial number (via photo of QR code), and acknowledged no original box but has the carrying case. Pink model not available; customer agreed to replacement in gray color. Replacement processed and confirmation email sent; expected delivery within 3-7 business days. Customer expressed satisfaction with support and assistance received. \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": "57851617421721",
"type": "Comment",
"created_at": "2026-05-12T13:57:57Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:02AgentHello. Good morning. This is from momcozy. How can I help you?00:06CustomerHi. I was calling because I have a pair of the wearable momcozy breast momcozy breast pumps, and I'm having some trouble with 1 of the motors in it. It seems like it's been not sucking as hard or, you know, a little bit slower, and I didn't know what I could do with that.00:30AgentOkay. I see, ma'am. So just to confirm, ma'am, the problem that you're dealing with your pump, 1 of the motors, ma'am, it has weaker suction than the other 1, ma'am. Is that correct?00:42CustomerCorrect. Yeah.00:45AgentOkay. I see. And if I may ask, ma'am, have you tried to check if the pump parts has cracked or damaged, ma'am?00:55CustomerYeah. I've actually replaced all the pump parts and switched them out. Oh, okay. And I've cleaned and made sure that it's not wet or anything like that, and I'm still having some troubles.01:06AgentMhmm. Okay. I see. So the problem still persists after doing that. So for that 1, ma'am, we are very sorry, ma'am, for the inconvenience of that.01:16AgentI really do apologize, ma'am. And for us to better assist you regarding with the warranty of your pump, ma'am, do you have the order number?01:25CustomerI don't have the order number, but I do have, like, the model number here and everything.01:32AgentOkay. And if I may ask, ma'am, why don't you have the order number? Is it coming from a gift? Yeah. It's a gift,01:39Customerand I reached out, and they don't have it either.01:46AgentOkay. I see. So no worries for that 1, ma'am. And if I may ask, what is the model number or the model of your pump? Is it m 5, m 6, m 9?01:57CustomerSo the model number is BP223.02:02AgentUh-huh. Okay. Got it, ma'am. So for this 1, ma'am, since you don't have the order number, what I can offer to you right now, ma'am, is a discount code, a $50 discount code if you wanted, ma'am. And the time to ask, ma'am, is that okay to you?02:26AgentA $50 discount code?02:29CustomerSo you without the order number, you are unable to do, like, a warranty on it?02:37AgentYes, ma'am. Unfortunately, since the order number current corresponds to the warranty, ma'am. But if you are unable, ma'am, to accept the discount code, I am going to ask the higher support right now if if we can provide you, ma'am, the replacement for that pump.02:56CustomerYeah. I definitely am looking to get the replacement for it, if possible.03:01AgentMhmm. Got it, ma'am. So I understand your situation, ma'am. So kindly hold for a minute, ma'am. Okay.03:08AgentThanks. Hello, ma'am? Yep. Okay. Fortunately, ma'am, our higher support got approval for your replacement, ma'am.04:11AgentSo right now, we're gonna process right away that 1 for you. And for me, ma'am, to proceed with that, can I have, ma'am, your email address, please?04:21CustomerYep. So it is jessica, jessica,marut@gmail.com.04:37AgentOkay. Got it, ma'am. So for now, ma'am, I'm gonna send you an email. So I just need some information like your shipping address, some details about the pump, including the serial number, ma'am. Or do you still have, ma'am, the box packaging of the pump, like, the original box?04:56CustomerNo. I have the case for it. Like, so everything that came in the case, but not the original box.05:02AgentOkay. I see. So I just need, ma'am, like, the serial number of the pump, which you can find at at the back of the motor. So as you can see, ma'am, there's a small QR code. So I just need you, ma'am, to scan that 1.05:18AgentAnd if you are unable, ma'am, to scan it, just take a clear photo, ma'am, and attach it here in the email.05:25CustomerOkay. Great. And will all this be listed in the email of what you guys need?05:29AgentYes, ma'am. So kindly wait for me, ma'am. I'm just going to send you the email right away. And I know, ma'am, that it is unable to record a video to show the weak suction. So if, uh, that is okay, ma'am, that if you are unable, ma'am, to, like, put your tongue at the suction hold and try to fill the suction, that's 5 to 10 seconds only, I would really appreciate it, ma'am.05:54AgentBut if you are unable, ma'am, to record it, it's okay. You don't have to, ma'am. Just kindly hold for a minute, ma'am. I'm just going to send you the email.06:30CustomerAlright. Looks like I just got it.06:36AgentOkay. Perfect. And are you able, ma'am, to send me those informations right now?06:42CustomerYeah. Yep.06:44AgentLet's see. Alright, ma'am. I'm just gonna wait for you, ma'am, so take your time. Okay.06:51CustomerAnd then I can take a picture of the QR code.08:16AgentSorry. 1 second. Sure, ma'am. Just take your time.08:24CustomerOkay. I think sorry. 1 second. And then for the serial number, that's the 1 that's under the QR code?10:17AgentNo, ma'am. It is the QR code itself, so you have to scan it. But, yeah, ma'am, you can just take a clear photo so I can just scan it here in my end.10:27CustomerOh, okay. Perfect.10:28AgentAlso, ma'am, just to ask, what is the color of your pump, ma'am?10:34CustomerIt's the pink color.10:38AgentOkay. Pink color. Is it okay, ma'am, to replace you the gray 1? Unfortunately, ma'am, we don't have the stock for the pink 1. Okay.10:47AgentPerfect. Alrighty, ma'am. So just take your time.10:51CustomerSo I just sent you back.10:56AgentOkay. Thank you so much for this information, ma'am. And if I may ask, are you able, ma'am, to stay longer on the phone call? I'm just going to process the reshipment. Yep.11:09AgentThat's okay. Okay. So kindly wait for me, ma'am. Thank you so much. Mhmm.13:51AgentHello, ma'am? Yep. Alrighty, ma'am. So thank you so much for patiently waiting. I'm already done with the process of the replacement and sent you the confirmation email about it, ma'am.14:05AgentSo for this 1, kindly wait for this, ma'am, to be delivered within 3 to 7 business days. But, usually, ma'am, our customers got the replacements within 3 to 5 business days, ma'am.14:19CustomerAwesome. Well, thank you so much for your help. That was very helpful.14:24AgentThank you so much for that. You're very welcome, ma'am. And before we end the call, ma'am, may I kindly ask if I was able to provide you with good assistance today?14:32CustomerYes. It was awesome.14:36AgentOkay. Thank you, ma'am. And if you are able, ma'am, if you are free, I believe that you received, ma'am, a survey right now. And if you have time, your satisfaction is very important to us, ma'am, to provide a good, excellent service in the future, ma'am, for our customers. Yep.14:53AgentThank you. Alright. Thank you so much for your time today, ma'am, and have a good 1. Bye for now. Awesome.15:00AgentYou too. Thanks. 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": "57851601544473",
"type": "VoiceComment",
"created_at": "2026-05-12T13:57:37Z",
"author_id": "42731096400153",
"author_name": "CT-Krizell",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Inbound call from +1 (440) 413-6350\nCall Details:\n\nCall from: +1 (440) 413-6350\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 13:42:03 UTC\nLocation: Painesville, Ohio, United States\nAnswered by: CT-Krizell\nLength of phone call: 15 minutes, 33 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe054cad436df65f205479b9908d347c4/twilio/call/recording"
},
{
"conversation_id": "57851595072793",
"type": "Comment",
"created_at": "2026-05-12T13:56:14Z",
"author_id": "42731096400153",
"author_name": "CT-Krizell",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello,\n \nI would like to express my gratitude for your efforts in bringing this matter to our attention and for your assistance in resolving the issue.\n \nWe have made arrangements for the shipment of your new goods. The processing time is anticipated to be between 1 to 2 days, followed by a shipping duration of approximately 3 to 7 business days. Should you not receive the replacement goods within the aforementioned timeframe, we kindly encourage you to reach out to us for the tracking number.\n \nIf you have a moment, we’d be grateful if you could share your experience with our customer service through the short survey you’ll receive after the call. We hope your experience with us today was a positive one, and your feedback would truly mean a lot to our team.\n \nWishing you all the best and a pleasant day ahead.\n \nBest regards,\nMomcozy Customer Support Team\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": "57851536590489",
"type": "Comment",
"created_at": "2026-05-12T13:53:38Z",
"author_id": "57851303183769",
"author_name": "Caller +1 (440) 413-6350",
"author_role": "end-user",
"sender_type": "customer",
"channel": "email",
"public": true,
"recording_type": "",
"text": "Full Name: Jessica Peters Street Address: 38615 Bell Rd City: Willoughby State/Province: Ohio Country: United States Zip Code: 44094 Contact Number: 4404136350 Serial Number(s) of the faulty pump(s): (Please scan the QR code inside each motor or provide a clear photo of the QR code.) UDI Code: (Please scan the QR code on the product packaging.) \n \n\n Jess Peters jessicamarut@gmail.com Cellphone: 440-413-6350"
},
{
"conversation_id": "57851438413849",
"type": "Comment",
"created_at": "2026-05-12T13:48:49Z",
"author_id": "42731096400153",
"author_name": "CT-Krizell",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Dear Ma'am,\n \nThank you so much for your kind words and for taking the time to write to us. It will be our pleasure to move forward with this replacement for you.\n \nTo make sure everything is processed smoothly and without delay, may we kindly ask you to share the following details with us:\n \nFull Name:\nStreet Address:\nCity:\nState/Province:\nCountry:\nZip Code:\nContact Number:\nSerial Number(s) of the faulty pump(s):\n(Please scan the QR code inside each motor or provide a clear photo of the QR code.)\nUDI Code:\n(Please scan the QR code on the product packaging.)\n \nAlso a short video showing the issue the pump.\n \nOnce we receive this information, we’ll take care of the rest and proceed right away.\n \nThank you again for your patience, understanding, and continued trust in Momcozy.\nPlease don’t hesitate to reach out if you need anything at all—we’re always here to help.\n \nWarmest regards,\nMomcozy Support Team"
},
{
"conversation_id": "57851318650777",
"type": "Comment",
"created_at": "2026-05-12T13:42:18Z",
"author_id": "57851303183769",
"author_name": "Caller +1 (440) 413-6350",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (440) 413-6350\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 1:42:03 PM UTC"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57851589142041,
"type": "Comment",
"author_id": -1,
"body": "#### **Call summary:**\n\n\n- Customer contacted Momcozy support regarding one motor of her wearable breast pump showing weaker suction and slower performance.\n- Customer has already replaced all pump parts, cleaned the device, and confirmed no visible damage.\n- Customer does not have the order number since the pump was a gift and the gift giver does not have it either.\n- Model number provided by customer: BP223.\n- Initial offer by agent was a $50 discount code due to lack of order number for warranty verification.\n- After escalation, support approved a full replacement of the pump without needing the order number.\n- Customer provided email, serial number (via photo of QR code), and acknowledged no original box but has the carrying case.\n- Pink model not available; customer agreed to replacement in gray color.\n- Replacement processed and confirmation email sent; expected delivery within 3-7 business days.\n- Customer expressed satisfaction with support and assistance received.\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 contacted Momcozy support regarding one motor of her wearable breast pump showing weaker suction and slower performance.</li><li>Customer has already replaced all pump parts, cleaned the device, and confirmed no visible damage.</li><li>Customer does not have the order number since the pump was a gift and the gift giver does not have it either.</li><li>Model number provided by customer: BP223.</li><li>Initial offer by agent was a $50 discount code due to lack of order number for warranty verification.</li><li>After escalation, support approved a full replacement of the pump without needing the order number.</li><li>Customer provided email, serial number (via photo of QR code), and acknowledged no original box but has the carrying case.</li><li>Pink model not available; customer agreed to replacement in gray color.</li><li>Replacement processed and confirmation email sent; expected delivery within 3-7 business days.</li><li>Customer expressed satisfaction with support and assistance received.</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 contacted Momcozy support regarding one motor of her wearable breast pump showing weaker suction and slower performance. Customer has already replaced all pump parts, cleaned the device, and confirmed no visible damage. Customer does not have the order number since the pump was a gift and the gift giver does not have it either. Model number provided by customer: BP223. Initial offer by agent was a $50 discount code due to lack of order number for warranty verification. After escalation, support approved a full replacement of the pump without needing the order number. Customer provided email, serial number (via photo of QR code), and acknowledged no original box but has the carrying case. Pink model not available; customer agreed to replacement in gray color. Replacement processed and confirmation email sent; expected delivery within 3-7 business days. Customer expressed satisfaction with support and assistance received. \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": 57851589141785,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T13:58:02Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57851617421721,
"type": "Comment",
"author_id": -1,
"body": "#### **Call transcript:**\n\n\n**00:02** **Agent** Hello. Good morning. This is from momcozy. How can I help you?\n**00:06** **Customer** Hi. I was calling because I have a pair of the wearable momcozy breast momcozy breast pumps, and I'm having some trouble with 1 of the motors in it. It seems like it's been not sucking as hard or, you know, a little bit slower, and I didn't know what I could do with that.\n**00:30** **Agent** Okay. I see, ma'am. So just to confirm, ma'am, the problem that you're dealing with your pump, 1 of the motors, ma'am, it has weaker suction than the other 1, ma'am. Is that correct?\n**00:42** **Customer** Correct. Yeah.\n**00:45** **Agent** Okay. I see. And if I may ask, ma'am, have you tried to check if the pump parts has cracked or damaged, ma'am?\n**00:55** **Customer** Yeah. I've actually replaced all the pump parts and switched them out. Oh, okay. And I've cleaned and made sure that it's not wet or anything like that, and I'm still having some troubles.\n**01:06** **Agent** Mhmm. Okay. I see. So the problem still persists after doing that. So for that 1, ma'am, we are very sorry, ma'am, for the inconvenience of that.\n**01:16** **Agent** I really do apologize, ma'am. And for us to better assist you regarding with the warranty of your pump, ma'am, do you have the order number?\n**01:25** **Customer** I don't have the order number, but I do have, like, the model number here and everything.\n**01:32** **Agent** Okay. And if I may ask, ma'am, why don't you have the order number? Is it coming from a gift? Yeah. It's a gift,\n**01:39** **Customer** and I reached out, and they don't have it either.\n**01:46** **Agent** Okay. I see. So no worries for that 1, ma'am. And if I may ask, what is the model number or the model of your pump? Is it m 5, m 6, m 9?\n**01:57** **Customer** So the model number is BP223.\n**02:02** **Agent** Uh-huh. Okay. Got it, ma'am. So for this 1, ma'am, since you don't have the order number, what I can offer to you right now, ma'am, is a discount code, a $50 discount code if you wanted, ma'am. And the time to ask, ma'am, is that okay to you?\n**02:26** **Agent** A $50 discount code?\n**02:29** **Customer** So you without the order number, you are unable to do, like, a warranty on it?\n**02:37** **Agent** Yes, ma'am. Unfortunately, since the order number current corresponds to the warranty, ma'am. But if you are unable, ma'am, to accept the discount code, I am going to ask the higher support right now if if we can provide you, ma'am, the replacement for that pump.\n**02:56** **Customer** Yeah. I definitely am looking to get the replacement for it, if possible.\n**03:01** **Agent** Mhmm. Got it, ma'am. So I understand your situation, ma'am. So kindly hold for a minute, ma'am. Okay.\n**03:08** **Agent** Thanks. Hello, ma'am? Yep. Okay. Fortunately, ma'am, our higher support got approval for your replacement, ma'am.\n**04:11** **Agent** So right now, we're gonna process right away that 1 for you. And for me, ma'am, to proceed with that, can I have, ma'am, your email address, please?\n**04:21** **Customer** Yep. So it is jessica, jessica,marut@gmail.com.\n**04:37** **Agent** Okay. Got it, ma'am. So for now, ma'am, I'm gonna send you an email. So I just need some information like your shipping address, some details about the pump, including the serial number, ma'am. Or do you still have, ma'am, the box packaging of the pump, like, the original box?\n**04:56** **Customer** No. I have the case for it. Like, so everything that came in the case, but not the original box.\n**05:02** **Agent** Okay. I see. So I just need, ma'am, like, the serial number of the pump, which you can find at at the back of the motor. So as you can see, ma'am, there's a small QR code. So I just need you, ma'am, to scan that 1.\n**05:18** **Agent** And if you are unable, ma'am, to scan it, just take a clear photo, ma'am, and attach it here in the email.\n**05:25** **Customer** Okay. Great. And will all this be listed in the email of what you guys need?\n**05:29** **Agent** Yes, ma'am. So kindly wait for me, ma'am. I'm just going to send you the email right away. And I know, ma'am, that it is unable to record a video to show the weak suction. So if, uh, that is okay, ma'am, that if you are unable, ma'am, to, like, put your tongue at the suction hold and try to fill the suction, that's 5 to 10 seconds only, I would really appreciate it, ma'am.\n**05:54** **Agent** But if you are unable, ma'am, to record it, it's okay. You don't have to, ma'am. Just kindly hold for a minute, ma'am. I'm just going to send you the email.\n**06:30** **Customer** Alright. Looks like I just got it.\n**06:36** **Agent** Okay. Perfect. And are you able, ma'am, to send me those informations right now?\n**06:42** **Customer** Yeah. Yep.\n**06:44** **Agent** Let's see. Alright, ma'am. I'm just gonna wait for you, ma'am, so take your time. Okay.\n**06:51** **Customer** And then I can take a picture of the QR code.\n**08:16** **Agent** Sorry. 1 second. Sure, ma'am. Just take your time.\n**08:24** **Customer** Okay. I think sorry. 1 second. And then for the serial number, that's the 1 that's under the QR code?\n**10:17** **Agent** No, ma'am. It is the QR code itself, so you have to scan it. But, yeah, ma'am, you can just take a clear photo so I can just scan it here in my end.\n**10:27** **Customer** Oh, okay. Perfect.\n**10:28** **Agent** Also, ma'am, just to ask, what is the color of your pump, ma'am?\n**10:34** **Customer** It's the pink color.\n**10:38** **Agent** Okay. Pink color. Is it okay, ma'am, to replace you the gray 1? Unfortunately, ma'am, we don't have the stock for the pink 1. Okay.\n**10:47** **Agent** Perfect. Alrighty, ma'am. So just take your time.\n**10:51** **Customer** So I just sent you back.\n**10:56** **Agent** Okay. Thank you so much for this information, ma'am. And if I may ask, are you able, ma'am, to stay longer on the phone call? I'm just going to process the reshipment. Yep.\n**11:09** **Agent** That's okay. Okay. So kindly wait for me, ma'am. Thank you so much. Mhmm.\n**13:51** **Agent** Hello, ma'am? Yep. Alrighty, ma'am. So thank you so much for patiently waiting. I'm already done with the process of the replacement and sent you the confirmation email about it, ma'am.\n**14:05** **Agent** So for this 1, kindly wait for this, ma'am, to be delivered within 3 to 7 business days. But, usually, ma'am, our customers got the replacements within 3 to 5 business days, ma'am.\n**14:19** **Customer** Awesome. Well, thank you so much for your help. That was very helpful.\n**14:24** **Agent** Thank you so much for that. You're very welcome, ma'am. And before we end the call, ma'am, may I kindly ask if I was able to provide you with good assistance today?\n**14:32** **Customer** Yes. It was awesome.\n**14:36** **Agent** Okay. Thank you, ma'am. And if you are able, ma'am, if you are free, I believe that you received, ma'am, a survey right now. And if you have time, your satisfaction is very important to us, ma'am, to provide a good, excellent service in the future, ma'am, for our customers. Yep.\n**14:53** **Agent** Thank you. Alright. Thank you so much for your time today, ma'am, and have a good 1. Bye for now. Awesome.\n**15:00** **Agent** You too. Thanks. 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>00:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello. Good morning. This is from momcozy. How can I help you?</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. I was calling because I have a pair of the wearable momcozy breast momcozy breast pumps, and I'm having some trouble with 1 of the motors in it. It seems like it's been not sucking as hard or, you know, a little bit slower, and I didn't know what I could do with that.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:30</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. I see, ma'am. So just to confirm, ma'am, the problem that you're dealing with your pump, 1 of the motors, ma'am, it has weaker suction than the other 1, ma'am. Is that correct?</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;\">Correct. Yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:45</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. I see. And if I may ask, ma'am, have you tried to check if the pump parts has cracked or damaged, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:55</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. I've actually replaced all the pump parts and switched them out. Oh, okay. And I've cleaned and made sure that it's not wet or anything like that, and I'm still having some troubles.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Okay. I see. So the problem still persists after doing that. So for that 1, ma'am, we are very sorry, ma'am, for the inconvenience of that.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:16</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 really do apologize, ma'am. And for us to better assist you regarding with the warranty of your pump, ma'am, do you have the order number?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I don't have the order number, but I do have, like, the model number here and everything.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:32</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. And if I may ask, ma'am, why don't you have the order number? Is it coming from a gift? Yeah. It's a gift,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">and I reached out, and they don't have it either.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:46</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. I see. So no worries for that 1, ma'am. And if I may ask, what is the model number or the model of your pump? Is it m 5, m 6, m 9?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:57</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So the model number is BP223.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Uh-huh. Okay. Got it, ma'am. So for this 1, ma'am, since you don't have the order number, what I can offer to you right now, ma'am, is a discount code, a $50 discount code if you wanted, ma'am. And the time to ask, ma'am, is that okay to you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">A $50 discount code?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So you without the order number, you are unable to do, like, a warranty on it?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Unfortunately, since the order number current corresponds to the warranty, ma'am. But if you are unable, ma'am, to accept the discount code, I am going to ask the higher support right now if if we can provide you, ma'am, the replacement for that pump.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:56</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. I definitely am looking to get the replacement for it, if possible.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Got it, ma'am. So I understand your situation, ma'am. So kindly hold for a minute, ma'am. Okay.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thanks. Hello, ma'am? Yep. Okay. Fortunately, ma'am, our higher support got approval for your replacement, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:11</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 right now, we're gonna process right away that 1 for you. And for me, ma'am, to proceed with that, can I have, ma'am, your email address, please?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yep. So it is jessica, jessica,marut@gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Got it, ma'am. So for now, ma'am, I'm gonna send you an email. So I just need some information like your shipping address, some details about the pump, including the serial number, ma'am. Or do you still have, ma'am, the box packaging of the pump, like, the original box?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:56</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. I have the case for it. Like, so everything that came in the case, but not the original box.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:02</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. I see. So I just need, ma'am, like, the serial number of the pump, which you can find at at the back of the motor. So as you can see, ma'am, there's a small QR code. So I just need you, ma'am, to scan that 1.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:18</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 if you are unable, ma'am, to scan it, just take a clear photo, ma'am, and attach it here in the email.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Great. And will all this be listed in the email of what you guys need?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. So kindly wait for me, ma'am. I'm just going to send you the email right away. And I know, ma'am, that it is unable to record a video to show the weak suction. So if, uh, that is okay, ma'am, that if you are unable, ma'am, to, like, put your tongue at the suction hold and try to fill the suction, that's 5 to 10 seconds only, I would really appreciate it, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">But if you are unable, ma'am, to record it, it's okay. You don't have to, ma'am. Just kindly hold for a minute, ma'am. I'm just going to send you the email.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Looks like I just got it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Perfect. And are you able, ma'am, to send me those informations right now?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Yep.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Let's see. Alright, ma'am. I'm just gonna wait for you, ma'am, so take your time. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And then I can take a picture of the QR code.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry. 1 second. Sure, ma'am. Just take your time.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I think sorry. 1 second. And then for the serial number, that's the 1 that's under the QR code?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No, ma'am. It is the QR code itself, so you have to scan it. But, yeah, ma'am, you can just take a clear photo so I can just scan it here in my end.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, okay. Perfect.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Also, ma'am, just to ask, what is the color of your pump, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:34</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 the pink color.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:38</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. Pink color. Is it okay, ma'am, to replace you the gray 1? Unfortunately, ma'am, we don't have the stock for the pink 1. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Perfect. Alrighty, ma'am. So just take your time.</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;\">So I just sent you back.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:56</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 so much for this information, ma'am. And if I may ask, are you able, ma'am, to stay longer on the phone call? I'm just going to process the reshipment. Yep.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That's okay. Okay. So kindly wait for me, ma'am. Thank you so much. Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello, ma'am? Yep. Alrighty, ma'am. So thank you so much for patiently waiting. I'm already done with the process of the replacement and sent you the confirmation email about it, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So for this 1, kindly wait for this, ma'am, to be delivered within 3 to 7 business days. But, usually, ma'am, our customers got the replacements within 3 to 5 business days, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Awesome. Well, thank you so much for your help. That was very helpful.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you so much for that. You're very welcome, ma'am. And before we end the call, ma'am, may I kindly ask if I was able to provide you with good assistance today?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. It was awesome.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, ma'am. And if you are able, ma'am, if you are free, I believe that you received, ma'am, a survey right now. And if you have time, your satisfaction is very important to us, ma'am, to provide a good, excellent service in the future, ma'am, for our customers. Yep.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:53</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. Alright. Thank you so much for your time today, ma'am, and have a good 1. Bye for now. Awesome.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You too. Thanks. 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: \n00:02AgentHello. Good morning. This is from momcozy. How can I help you?00:06CustomerHi. I was calling because I have a pair of the wearable momcozy breast momcozy breast pumps, and I'm having some trouble with 1 of the motors in it. It seems like it's been not sucking as hard or, you know, a little bit slower, and I didn't know what I could do with that.00:30AgentOkay. I see, ma'am. So just to confirm, ma'am, the problem that you're dealing with your pump, 1 of the motors, ma'am, it has weaker suction than the other 1, ma'am. Is that correct?00:42CustomerCorrect. Yeah.00:45AgentOkay. I see. And if I may ask, ma'am, have you tried to check if the pump parts has cracked or damaged, ma'am?00:55CustomerYeah. I've actually replaced all the pump parts and switched them out. Oh, okay. And I've cleaned and made sure that it's not wet or anything like that, and I'm still having some troubles.01:06AgentMhmm. Okay. I see. So the problem still persists after doing that. So for that 1, ma'am, we are very sorry, ma'am, for the inconvenience of that.01:16AgentI really do apologize, ma'am. And for us to better assist you regarding with the warranty of your pump, ma'am, do you have the order number?01:25CustomerI don't have the order number, but I do have, like, the model number here and everything.01:32AgentOkay. And if I may ask, ma'am, why don't you have the order number? Is it coming from a gift? Yeah. It's a gift,01:39Customerand I reached out, and they don't have it either.01:46AgentOkay. I see. So no worries for that 1, ma'am. And if I may ask, what is the model number or the model of your pump? Is it m 5, m 6, m 9?01:57CustomerSo the model number is BP223.02:02AgentUh-huh. Okay. Got it, ma'am. So for this 1, ma'am, since you don't have the order number, what I can offer to you right now, ma'am, is a discount code, a $50 discount code if you wanted, ma'am. And the time to ask, ma'am, is that okay to you?02:26AgentA $50 discount code?02:29CustomerSo you without the order number, you are unable to do, like, a warranty on it?02:37AgentYes, ma'am. Unfortunately, since the order number current corresponds to the warranty, ma'am. But if you are unable, ma'am, to accept the discount code, I am going to ask the higher support right now if if we can provide you, ma'am, the replacement for that pump.02:56CustomerYeah. I definitely am looking to get the replacement for it, if possible.03:01AgentMhmm. Got it, ma'am. So I understand your situation, ma'am. So kindly hold for a minute, ma'am. Okay.03:08AgentThanks. Hello, ma'am? Yep. Okay. Fortunately, ma'am, our higher support got approval for your replacement, ma'am.04:11AgentSo right now, we're gonna process right away that 1 for you. And for me, ma'am, to proceed with that, can I have, ma'am, your email address, please?04:21CustomerYep. So it is jessica, jessica,marut@gmail.com.04:37AgentOkay. Got it, ma'am. So for now, ma'am, I'm gonna send you an email. So I just need some information like your shipping address, some details about the pump, including the serial number, ma'am. Or do you still have, ma'am, the box packaging of the pump, like, the original box?04:56CustomerNo. I have the case for it. Like, so everything that came in the case, but not the original box.05:02AgentOkay. I see. So I just need, ma'am, like, the serial number of the pump, which you can find at at the back of the motor. So as you can see, ma'am, there's a small QR code. So I just need you, ma'am, to scan that 1.05:18AgentAnd if you are unable, ma'am, to scan it, just take a clear photo, ma'am, and attach it here in the email.05:25CustomerOkay. Great. And will all this be listed in the email of what you guys need?05:29AgentYes, ma'am. So kindly wait for me, ma'am. I'm just going to send you the email right away. And I know, ma'am, that it is unable to record a video to show the weak suction. So if, uh, that is okay, ma'am, that if you are unable, ma'am, to, like, put your tongue at the suction hold and try to fill the suction, that's 5 to 10 seconds only, I would really appreciate it, ma'am.05:54AgentBut if you are unable, ma'am, to record it, it's okay. You don't have to, ma'am. Just kindly hold for a minute, ma'am. I'm just going to send you the email.06:30CustomerAlright. Looks like I just got it.06:36AgentOkay. Perfect. And are you able, ma'am, to send me those informations right now?06:42CustomerYeah. Yep.06:44AgentLet's see. Alright, ma'am. I'm just gonna wait for you, ma'am, so take your time. Okay.06:51CustomerAnd then I can take a picture of the QR code.08:16AgentSorry. 1 second. Sure, ma'am. Just take your time.08:24CustomerOkay. I think sorry. 1 second. And then for the serial number, that's the 1 that's under the QR code?10:17AgentNo, ma'am. It is the QR code itself, so you have to scan it. But, yeah, ma'am, you can just take a clear photo so I can just scan it here in my end.10:27CustomerOh, okay. Perfect.10:28AgentAlso, ma'am, just to ask, what is the color of your pump, ma'am?10:34CustomerIt's the pink color.10:38AgentOkay. Pink color. Is it okay, ma'am, to replace you the gray 1? Unfortunately, ma'am, we don't have the stock for the pink 1. Okay.10:47AgentPerfect. Alrighty, ma'am. So just take your time.10:51CustomerSo I just sent you back.10:56AgentOkay. Thank you so much for this information, ma'am. And if I may ask, are you able, ma'am, to stay longer on the phone call? I'm just going to process the reshipment. Yep.11:09AgentThat's okay. Okay. So kindly wait for me, ma'am. Thank you so much. Mhmm.13:51AgentHello, ma'am? Yep. Alrighty, ma'am. So thank you so much for patiently waiting. I'm already done with the process of the replacement and sent you the confirmation email about it, ma'am.14:05AgentSo for this 1, kindly wait for this, ma'am, to be delivered within 3 to 7 business days. But, usually, ma'am, our customers got the replacements within 3 to 5 business days, ma'am.14:19CustomerAwesome. Well, thank you so much for your help. That was very helpful.14:24AgentThank you so much for that. You're very welcome, ma'am. And before we end the call, ma'am, may I kindly ask if I was able to provide you with good assistance today?14:32CustomerYes. It was awesome.14:36AgentOkay. Thank you, ma'am. And if you are able, ma'am, if you are free, I believe that you received, ma'am, a survey right now. And if you have time, your satisfaction is very important to us, ma'am, to provide a good, excellent service in the future, ma'am, for our customers. Yep.14:53AgentThank you. Alright. Thank you so much for your time today, ma'am, and have a good 1. Bye for now. Awesome.15:00AgentYou too. Thanks. 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",
"public": false,
"attachments": [],
"audit_id": 57851617421337,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T13:57:57Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57851601544473,
"type": "VoiceComment",
"public": true,
"data": {
"from": "+14404136350",
"to": "+16198480676",
"recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe054cad436df65f205479b9908d347c4/twilio/call/recording",
"recording_type": "call",
"recorded": true,
"recording_consent_action": null,
"call_id": 57851317874201,
"call_duration": 933,
"answered_by_id": 42731096400153,
"started_at": "2026-05-12T13:42:03Z",
"location": "Painesville, Ohio, United States",
"author_id": 42731096400153,
"public": true,
"brand_id": 32404259465241,
"via_id": 34,
"line_type": "phone",
"answered_by_name": "CT-Krizell",
"transcription_status": "completed"
},
"formatted_from": "+1 (440) 413-6350",
"formatted_to": "+1 (619) 848-0676",
"transcription_visible": false,
"author_id": 42731096400153,
"body": "Inbound call from +1 (440) 413-6350\nCall Details:\n\nCall from: +1 (440) 413-6350\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 13:42:03 UTC\nLocation: Painesville, Ohio, United States\nAnswered by: CT-Krizell\nLength of phone call: 15 minutes, 33 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe054cad436df65f205479b9908d347c4/twilio/call/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Inbound call from +1 (440) 413-6350<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +1 (440) 413-6350<br>\nCall to: +1 (619) 848-0676<br>\nTime of call: 2026-05-12 13:42:03 UTC<br>\nLocation: Painesville, Ohio, United States<br>\nAnswered by: CT-Krizell<br>\nLength of phone call: 15 minutes, 33 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe054cad436df65f205479b9908d347c4/twilio/call/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe054cad436df65f205479b9908d347c4/twilio/call/recording</a></p></div>",
"trusted": true,
"attachments": [],
"created_at": "2026-05-12T13:57:37Z",
"audit_id": 57851616488601,
"via": {
"channel": "voice",
"source": {
"rel": "inbound",
"from": {
"formatted_phone": "+1 (440) 413-6350",
"phone": "+14404136350",
"name": "Caller +1 (440) 413-6350"
},
"to": {
"formatted_phone": "+1 (619) 848-0676",
"phone": "+16198480676",
"name": "Rootglobal",
"brand_id": 32404259465241
}
}
},
"metadata": {
"system": {
"client": "",
"ip_address": "",
"location": "Naga, 05, Philippines",
"latitude": 13.6166,
"longitude": 123.1804
},
"custom": {}
}
},
{
"id": 57851595072793,
"type": "Comment",
"author_id": 42731096400153,
"body": "Hello,\n\nI would like to express my gratitude for your efforts in bringing this matter to our attention and for your assistance in resolving the issue.\n\nWe have made arrangements for the shipment of your new goods. The processing time is anticipated to be between 1 to 2 days, followed by a shipping duration of approximately 3 to 7 business days. Should you not receive the replacement goods within the aforementioned timeframe, we kindly encourage you to reach out to us for the tracking number.\n\n**If you have a moment, we’d be grateful if you could share your experience with our customer service through the short survey you’ll receive after the call. We hope your experience with us today was a positive one, and your feedback would truly mean a lot to our team.**\n\nWishing you all the best and a pleasant day ahead.\n\nBest regards,\nMomcozy Customer Support Team\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.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>I would like to express my gratitude for your efforts in bringing this matter to our attention and for your assistance in resolving the issue.<br> <br>We have made arrangements for the shipment of your new goods. The processing time is anticipated to be between 1 to 2 days, followed by a shipping duration of approximately 3 to 7 business days. Should you not receive the replacement goods within the aforementioned timeframe, we kindly encourage you to reach out to us for the tracking number.<br> <br><strong>If you have a moment, we’d be grateful if you could share your experience with our customer service through the short survey you’ll receive after the call. We hope your experience with us today was a positive one, and your feedback would truly mean a lot to our team.</strong><br> <br>Wishing you all the best and a pleasant day ahead.<br> <br>Best regards,<br>Momcozy Customer Support Team<br> <br>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.<br> <br></div>",
"plain_body": "Hello,\n \nI would like to express my gratitude for your efforts in bringing this matter to our attention and for your assistance in resolving the issue.\n \nWe have made arrangements for the shipment of your new goods. The processing time is anticipated to be between 1 to 2 days, followed by a shipping duration of approximately 3 to 7 business days. Should you not receive the replacement goods within the aforementioned timeframe, we kindly encourage you to reach out to us for the tracking number.\n \nIf you have a moment, we’d be grateful if you could share your experience with our customer service through the short survey you’ll receive after the call. We hope your experience with us today was a positive one, and your feedback would truly mean a lot to our team.\n \nWishing you all the best and a pleasant day ahead.\n \nBest regards,\nMomcozy Customer Support Team\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.\n ",
"public": true,
"attachments": [],
"audit_id": 57851595072665,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {
"address": "jessicamarut@gmail.com",
"name": "Caller +1 (440) 413-6350"
},
"rel": null
}
},
"created_at": "2026-05-12T13:56:14Z",
"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": 57851536590489,
"type": "Comment",
"author_id": 57851303183769,
"body": "Full Name: Jessica Peters\nStreet Address: 38615 Bell Rd\nCity: Willoughby\nState/Province: Ohio\nCountry: United States\nZip Code: 44094\nContact Number: 4404136350\n\nSerial Number(s) of the faulty pump(s):\n \n\n(Please scan the QR code inside each motor or provide a clear photo of the QR code.)\nUDI Code:\n(Please scan the QR code on the product packaging.)\n\n\n\n\n\nJess Peters\n\njessicamarut@gmail.com\n\nCellphone: 440-413-6350",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div style=\"color: rgb(255,255,255) !important; background-color: rgba(0,0,0,0) !important; border-color: rgb(255,255,255);\"><div style=\"font-size: inherit;\" dir=\"auto\"><span style=\" font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px; text-decoration: none; float: none; display: inline !important; background-color: rgba(0,0,0,0); color: rgb(68,68,68); border-color: rgb(68,68,68);\">Full Name: Jessica Peters</span><br style=\"color: rgb(195,196,197); font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px;\"><span style=\" font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px; text-decoration: none; float: none; display: inline !important; background-color: rgba(0,0,0,0); color: rgb(68,68,68); border-color: rgb(68,68,68);\">Street Address: 38615 Bell Rd</span><br style=\"color: rgb(195,196,197); font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px;\"><span style=\" font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px; text-decoration: none; float: none; display: inline !important; background-color: rgba(0,0,0,0); color: rgb(68,68,68); border-color: rgb(68,68,68);\">City: Willoughby </span><br style=\"color: rgb(195,196,197); font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px;\"><span style=\" font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px; text-decoration: none; float: none; display: inline !important; background-color: rgba(0,0,0,0); color: rgb(68,68,68); border-color: rgb(68,68,68);\">State/Province: Ohio</span><br style=\"color: rgb(195,196,197); font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px;\"><span style=\" font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px; text-decoration: none; float: none; display: inline !important; background-color: rgba(0,0,0,0); color: rgb(68,68,68); border-color: rgb(68,68,68);\">Country: United States</span><br style=\"color: rgb(195,196,197); font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px;\"><span style=\" font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px; text-decoration: none; float: none; display: inline !important; background-color: rgba(0,0,0,0); color: rgb(68,68,68); border-color: rgb(68,68,68);\">Zip Code: 44094</span><br style=\"color: rgb(195,196,197); font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px;\"><span style=\" font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px; text-decoration: none; float: none; display: inline !important; background-color: rgba(0,0,0,0); color: rgb(68,68,68); border-color: rgb(68,68,68);\">Contact Number: 4404136350</span></div><div style=\"font-size: inherit; background-color: rgba(0,0,0,0); border-color: rgb(255,255,255);\" dir=\"auto\"><span style=\" font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px; text-decoration: none; float: none; display: inline !important; background-color: rgba(0,0,0,0); color: rgb(68,68,68); border-color: rgb(68,68,68);\">Serial Number(s) of the faulty pump(s): <div><img src=\"https://rootglobal.zendesk.com/attachments/token/F5lyy75Ea3jYOtvacTtV7ekFK/?name=8225E2DD-2B4D-413B-B5DE-CE4993CF3B8C.jpeg\" style=\"max-width: 100%; \"></div></span><br style=\"color: rgb(195,196,197); font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px;\"><span style=\" font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px; text-decoration: none; float: none; display: inline !important; background-color: rgba(0,0,0,0); color: rgb(68,68,68); border-color: rgb(68,68,68);\">(Please scan the QR code inside each motor or provide a clear photo of the QR code.)</span><br style=\"color: rgb(195,196,197); font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px;\"><span style=\" font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px; text-decoration: none; float: none; display: inline !important; background-color: rgba(0,0,0,0); color: rgb(68,68,68); border-color: rgb(68,68,68);\">UDI Code:</span><br style=\"color: rgb(195,196,197); font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px;\"><span style=\" font-size: inherit; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 1px; text-decoration: none; float: none; display: inline !important; background-color: rgba(0,0,0,0); color: rgb(68,68,68); border-color: rgb(68,68,68);\">(Please scan the QR code on the product packaging.)</span></div><br></div><div><br><br><div><div dir=\"ltr\"><div dir=\"ltr\"><div style=\"color: rgb(136,136,136);\"><span>Jess Peters</span></div><div style=\"color: rgb(136,136,136);\"><a href=\"mailto:jessicamarut@gmail.com\" style=\"color: rgb(17,85,204);\" rel=\"noreferrer\"><font style=\" color: rgb(0,0,255);\">jessicamarut@gmail.com</font></a></div><div style=\"color: rgb(136,136,136);\"><span>Cellphone: 440-413-6350</span></div></div></div></div></div><div><br><div></div></div></div>",
"plain_body": "Full Name: Jessica Peters Street Address: 38615 Bell Rd City: Willoughby State/Province: Ohio Country: United States Zip Code: 44094 Contact Number: 4404136350 Serial Number(s) of the faulty pump(s): (Please scan the QR code inside each motor or provide a clear photo of the QR code.) UDI Code: (Please scan the QR code on the product packaging.) \n \n\n Jess Peters jessicamarut@gmail.com Cellphone: 440-413-6350",
"public": true,
"attachments": [],
"audit_id": 57851536589337,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "email",
"source": {
"from": {
"address": "jessicamarut@gmail.com",
"name": "Caller +1 (440) 413-6350",
"original_recipients": [
"jessicamarut@gmail.com",
"support+idlyy3v7-mzjzj@momcozy.zendesk.com"
]
},
"to": {
"name": "momcozy",
"address": "support+idlyy3v7-mzjzj@momcozy.zendesk.com"
},
"rel": null
}
},
"created_at": "2026-05-12T13:53:38Z",
"metadata": {
"system": {
"message_id": "<CAAkQvmbo2i9z_pakafa9hPs10g7ZSYU5nXau-fVft64ktbW-8g@mail.gmail.com>",
"email_id": "01KRE7DP2XN10C6MA2TV9M3BAT",
"raw_email_identifier": "20869961/195f0990-cd4e-4d13-b7f5-2f19748ba626.eml",
"json_email_identifier": "20869961/195f0990-cd4e-4d13-b7f5-2f19748ba626.json",
"eml_redacted": false
},
"custom": {},
"flags": [
15
],
"flags_options": {
"15": {
"trusted": true
}
},
"trusted": true,
"suspension_type_id": null
}
},
{
"id": 57851438413849,
"type": "Comment",
"author_id": 42731096400153,
"body": "Dear Ma'am,\n\nThank you so much for your kind words and for taking the time to write to us. It will be our pleasure to move forward with this replacement for you.\n\nTo make sure everything is processed smoothly and without delay, may we kindly ask you to share the following details with us:\n\nFull Name:\nStreet Address:\nCity:\nState/Province:\nCountry:\nZip Code:\nContact Number:\nSerial Number(s) of the faulty pump(s):\n(Please scan the QR code inside each motor or provide a clear photo of the QR code.)\nUDI Code:\n(Please scan the QR code on the product packaging.)\n\nAlso a short video showing the issue the pump.\n\nOnce we receive this information, we’ll take care of the rest and proceed right away.\n\nThank you again for your patience, understanding, and continued trust in Momcozy.\nPlease don’t hesitate to reach out if you need anything at all—we’re always here to help.\n\nWarmest regards,\nMomcozy Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Ma'am,<br> <br>Thank you so much for your kind words and for taking the time to write to us. It will be our pleasure to move forward with this replacement for you.<br> <br>To make sure everything is processed smoothly and without delay, may we kindly ask you to share the following details with us:<br> <br>Full Name:<br>Street Address:<br>City:<br>State/Province:<br>Country:<br>Zip Code:<br>Contact Number:<br>Serial Number(s) of the faulty pump(s):<br>(Please scan the QR code inside each motor or provide a clear photo of the QR code.)<br>UDI Code:<br>(Please scan the QR code on the product packaging.)<br> <br>Also a short video showing the issue the pump.<br> <br>Once we receive this information, we’ll take care of the rest and proceed right away.<br> <br>Thank you again for your patience, understanding, and continued trust in Momcozy.<br>Please don’t hesitate to reach out if you need anything at all—we’re always here to help.<br> <br>Warmest regards,<br>Momcozy Support Team<br></div>",
"plain_body": "Dear Ma'am,\n \nThank you so much for your kind words and for taking the time to write to us. It will be our pleasure to move forward with this replacement for you.\n \nTo make sure everything is processed smoothly and without delay, may we kindly ask you to share the following details with us:\n \nFull Name:\nStreet Address:\nCity:\nState/Province:\nCountry:\nZip Code:\nContact Number:\nSerial Number(s) of the faulty pump(s):\n(Please scan the QR code inside each motor or provide a clear photo of the QR code.)\nUDI Code:\n(Please scan the QR code on the product packaging.)\n \nAlso a short video showing the issue the pump.\n \nOnce we receive this information, we’ll take care of the rest and proceed right away.\n \nThank you again for your patience, understanding, and continued trust in Momcozy.\nPlease don’t hesitate to reach out if you need anything at all—we’re always here to help.\n \nWarmest regards,\nMomcozy Support Team",
"public": true,
"attachments": [],
"audit_id": 57851438413721,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {
"address": "jessicamarut@gmail.com",
"name": "Caller +1 (440) 413-6350"
},
"rel": null
}
},
"created_at": "2026-05-12T13:48:49Z",
"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": 57851318650777,
"type": "Comment",
"author_id": 57851303183769,
"body": "Call from: +1 (440) 413-6350\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 1:42:03 PM UTC",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Call from: +1 (440) 413-6350\n<br>Call to: +1 (619) 848-0676\n<br>Time of call: May 12, 2026 at 1:42:03 PM UTC</p></div>",
"plain_body": "Call from: +1 (440) 413-6350\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 1:42:03 PM UTC",
"public": false,
"attachments": [],
"audit_id": 57851318650649,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "voice",
"source": {
"rel": "inbound",
"from": {
"formatted_phone": "+1 (440) 413-6350",
"phone": "+14404136350",
"name": "Caller +1 (440) 413-6350"
},
"to": {
"formatted_phone": "+1 (619) 848-0676",
"phone": "+16198480676",
"name": "Rootglobal",
"brand_id": 32404259465241
}
}
},
"created_at": "2026-05-12T13:42:18Z",
"metadata": {
"system": {
"client": "",
"ip_address": ""
},
"custom": {}
}
}
],
"users": [
{
"id": 42731096400153,
"url": "https://rootglobal.zendesk.com/api/v2/users/42731096400153.json",
"name": "CT-Krizell",
"email": "root-support-33@rootglobal.net",
"created_at": "2025-01-24T06:45:29Z",
"updated_at": "2026-05-13T13:33:05Z",
"time_zone": "Hong Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": null,
"shared_phone_number": null,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "agent",
"verified": true,
"external_id": null,
"tags": [],
"alias": "Krizell",
"active": true,
"shared": false,
"shared_agent": false,
"last_login_at": "2026-05-13T12:02:40Z",
"two_factor_auth_enabled": false,
"signature": "",
"details": "",
"notes": "",
"role_type": 0,
"custom_role_id": 32522474586777,
"is_billing_admin": false,
"moderator": false,
"ticket_restriction": null,
"only_private_comments": false,
"restricted_agent": false,
"suspended": false,
"default_group_id": 43454942807577,
"report_csv": false,
"user_fields": {
"model": null,
"phone": null,
"consumption_details": null,
"age_information": null,
"user_personal_information": null,
"weight_information": null,
"intentional_product_details": null,
"size_details": null,
"pregnancy_and_lactation_cycle": null,
"order_details": null,
"appid": null
},
"suspension_details": null
},
{
"id": 57851303183769,
"url": "https://rootglobal.zendesk.com/api/v2/users/57851303183769.json",
"name": "Caller +1 (440) 413-6350",
"email": "jessicamarut@gmail.com",
"created_at": "2026-05-12T13:42:17Z",
"updated_at": "2026-05-12T13:53:34Z",
"time_zone": "Asia/Hong_Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": "+14404136350",
"shared_phone_number": false,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "end-user",
"verified": true,
"external_id": null,
"tags": [],
"alias": null,
"active": true,
"shared": false,
"shared_agent": false,
"last_login_at": null,
"two_factor_auth_enabled": null,
"signature": null,
"details": null,
"notes": null,
"role_type": null,
"custom_role_id": null,
"is_billing_admin": null,
"moderator": false,
"ticket_restriction": "requested",
"only_private_comments": false,
"restricted_agent": true,
"suspended": false,
"default_group_id": null,
"report_csv": false,
"user_fields": {
"model": null,
"phone": null,
"consumption_details": null,
"age_information": null,
"user_personal_information": null,
"weight_information": null,
"intentional_product_details": null,
"size_details": null,
"pregnancy_and_lactation_cycle": null,
"order_details": null,
"appid": null
},
"suspension_details": null
}
],
"next_page": null,
"previous_page": null,
"count": 7
}