提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1251610",
"subject": "Voicemail from: Caller +1 (978) 270-6519",
"description": "Call from: +1 (978) 270-6519\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 2:00:18 PM UTC",
"status": "open",
"priority": "high",
"product_model": "",
"created_at": "2026-05-12T14:00:55Z",
"updated_at": "2026-05-13T12:49:16Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Issue Details: 1* camera no alert in VOX mode",
"agents_notes": "Issue Details: 1* camera no alert in VOX mode",
"category_field_id": "34154549939865",
"category_name": "EPI::No motion tracking or alerts",
"category_value": "epi__no_motion_tracking_or_alerts",
"category_zh": "无移动追踪或提醒"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 7,
"voice": 3,
"email": 1
}
},
"messages": [
{
"conversation_id": "57885601249817",
"type": "Comment",
"created_at": "2026-05-13T12:49:16Z",
"author_id": "56440258454809",
"author_name": "John",
"author_role": "end-user",
"sender_type": "customer",
"channel": "email",
"public": true,
"recording_type": "",
"text": "Here’s proof of my purchase. I need to tell you something about my application of the BM04; I have my dad who is 89 years old with end-stage Parkinson’s disease for which my wife and I use your product to monitor him, he lives with us in a small in-law apartment here. \n I have one camera in his bedroom and one in he’s living room/ kitchen. \n I use the mobile app on my iPhone to monitor him because the supplied BM04 monitor will not reach my bedroom due to (I think) multiple walls, so monitoring him during my bedtime is not an option using the supplied monitor, so the iPhone mobile app is my only option! \n On the mobile app I have the camera settings to alert movement and it is set maximum sensitivity. \n Recently I have noticed that when testing the system, I would walk in front of the camera and see how long I get a notification on my phone, most of the time it takes two to three minutes for the notification of the movement to arrive on my phone? \n This morning for example, I get an alert on my phone saying it detected movement, I then look at the camera live feed to notice my dad on the floor, I run over there and he tells me he fell and happened about 20 minutes ago;this was very alarming and unacceptable to me! I need a monitor that is accurate and reliable!! \n So is there an issue with the equipment or is this something normal; I would hope not! \n Please advise! \n Note; apparently we purchased the equipment on amazon and we can still return it, if so, should we ask for refund or replacement; what is your advice?? \n John"
},
{
"conversation_id": "57877602454809",
"type": "Comment",
"created_at": "2026-05-13T08:21:52Z",
"author_id": "33112196580505",
"author_name": "BL-B2B-Emilou",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
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"recording_type": "",
"text": "Hello,\n \nThank you for reaching out to us regarding the issues you're experiencing with your baby monitor.\n \nPlease share a proof of purchase such as a receipt, order confirmation, or packing slip, which clearly shows the item model and order date.\n \nWe understand how frustrating this can be, especially when you rely on it to keep an eye on your little one.\nTo help you resolve this issue, here are a few things to check:\n \n Monitor Sound Level: Sometimes the sound level on the monitor might be set too low, which can make it seem like the monitor is muted. Please check both the camera and display sound settings to make sure they’re at a comfortable level. System Volume and Mute: Double-check that the display isn’t set to “mute.” If it is, you won’t hear your baby (though low battery alerts will still sound). Equipment Issue: If the sound still isn’t coming through after checking the above, there may be a problem with the equipment. Don’t worry—we’re here to help! Please contact our support team, and we’ll make sure to find the best solution for you. If you've tried these steps and are still experiencing issues, please send a video showing the issue.\n \nThank you for your patience and understanding. We're committed to ensuring you have the best possible experience with our products.\n \nBest Regards,\nMomcozy Customer Support Team 🙂"
},
{
"conversation_id": "57856111334169",
"type": "Comment",
"created_at": "2026-05-12T19:46:20Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer reported that one of two BM04 baby monitor cameras is not sending motion alerts, while the other functions properly. Customer tested troubleshooting steps including disconnecting/reconnecting and restarting the camera, and setting maximum sensitivity. Issue started suddenly despite months of proper function; customer expressed frustration and loss of trust in the device. Agent offered warranty support and requested purchase details; customer confirmed purchase was from Target in the USA. Agent collected customer’s email (caronjohnm@gmail.com) to connect with a specialized warranty team. Customer was advised to keep the Target purchase receipt ready for verification; customer noted receipt is currently unavailable due to spouse’s travel. Agent explained the warranty process: one-year coverage with replacement if issue is verified, no need to repurchase from Target. Customer acknowledged understanding and willingness to provide receipt when available. Agent confirmed that the warranty team will contact customer via email within 24 business hours for next steps. Current status: warranty assistance initiated; awaiting receipt and further communication from warranty team. \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": "57856156283033",
"type": "Comment",
"created_at": "2026-05-12T19:46:15Z",
"author_id": "-1",
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"text": "Call transcript: \n00:00AgentHello? Hello, sir. Good afternoon. This is Matt from momcozy returning your call. You left a voice mail to us regarding your B m 0 4 that it's not giving you the alert.00:14CustomerYeah. It's00:17Agentyeah. It's well, okay.00:18CustomerI have 2 cameras. Right? And 1 of them seems to send notifications, but the other 1 does not.00:25AgentOh, okay, sir. I understand, sir, and I'm really sorry for the inconvenience. Did you mentioned, sir, that you already tried to, like, switch, uh, sorry, um, disconnect the camera and then connect it again.00:39CustomerYeah. I I I did that. Yes.00:42AgentAnd you may I know, sir, did you also restart the camera, uh, try to plug it in, plug it mhmm. Unplug it and plug it in, ma'am sir?00:52CustomerYes. Yes. I did. Mhmm. So Okay,00:57Agentsir. And, also, did you make sure, sir, like, to try to put the highest sensitivity from box mode?01:07CustomerYes. I so I had, yeah, I had it on maximum sensitivity. So everything was working fine, you know, for for a couple months now, and it's just Mhmm. You know, this this morning, I I wake up and, yeah, there was obvious movement that wasn't detected. So I I you know, I'm I'm losing faith.01:27CustomerYou know? I I I can't have something that I can't can't rely on. You know?01:33AgentYes, sir. I totally understand that. So for this 1, sir, let me assist you for the warranty. May I know where did you purchase the b m 0 4?01:42CustomerI I think we got it from Target, I think.01:46AgentUp on Target. And you are from United States, sir?01:49CustomerYes.01:51AgentOkay. No worries, sir. We have a specialized team here that will gonna assist you and provide you the warranty. Could you please tell me your email address, sir, so they can contact you directly for the warranty?02:03CustomerYeah. Yeah. So it's c a r o n02:09AgentSorry? It's c02:12Customera Mhmm. Ronjohnm@Gmail.com.02:23AgentOkay. Let me just spell it out, sir, just to make sure. That is casinCharlie,aasinalpha,rasinRomeo,oasinOscar,nasinNancy,jasinJackson,oasinOscar,hasinhotel,nasinNancy,masinMary,@Gmail.com. Is that correct, sir?02:43CustomerThat is correct. Yes.02:45AgentOkay. I will be sending you, sir, a confirmation email. Uh, this is confirming that we already got your concern. Our, uh, specialized team will be responding in this email, sir, within 24 business hours to assist and provide you, sir, the warranty. I just want you to be ready as well.03:02AgentThey are going to ask for the receipt of your purchase through your through Target. So kindly be ready on that. Take a picture or a screenshot, sir. Okay?03:11CustomerSo my wife's logged in, and she's on travel. So she's not here. She won't be back she won't be back for another week and a half.03:22AgentIf you are able to contact her, sir, just to ask for the receipt. Uh, you can just follow-up in the email, sir, that I sent to you.03:31CustomerOkay. Alright.03:33AgentOkay. Thank you, sir.03:35CustomerSo what will the warranty do? Like, go to Target and get another 1?03:39AgentOr Oh, no, sir. We will just gonna process your replacement for that, but we need to verify it, sir, first if you are still in the warranty. So we have 1 year warranty. So if the the baby monitor is still in that range, sir, you can still claim it, sir.03:55CustomerOh, okay. Yeah. Yeah. So we've got we've only had it a few months.04:01AgentOh, okay. So no worries on that, sir. Just kindly provide the receipt, and then we will just gonna proceed at checking your warranty, sir, and provide you the option.04:12CustomerAlright. I appreciate that. Thank you.04:15AgentOkay. Thank you, sir. Have a good day. Bye bye. Bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57856110944665",
"type": "VoiceComment",
"created_at": "2026-05-12T19:45:59Z",
"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 (978) 270-6519\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (978) 270-6519\nTime of call: 2026-05-12 19:41:27 UTC\nCalled by: CT-Matthew\nLength of phone call: 4 minutes, 32 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAad7133449586cd94e20e7e311652e0d7/twilio/recording"
},
{
"conversation_id": "57856155476633",
"type": "Comment",
"created_at": "2026-05-12T19:45:35Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello,\n \nGood day!\n \nWe hope this message finds you well.\n \nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n \nTo ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.\n \nRest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.\n \nThank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.\n \nBest regards,\n \nMomcozy Customer Support Team"
},
{
"conversation_id": "57856124883993",
"type": "Comment",
"created_at": "2026-05-12T19:45:13Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: OB | caronjohnm@gmail.com\n \nIssue Details: 1* camera no alert in VOX mode\n \nAdvise that our special team will be the one will assist customer for warranty | already ask for receipt\n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A"
},
{
"conversation_id": "57851766582681",
"type": "Comment",
"created_at": "2026-05-12T14:05:00Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer John reported that his BM O 4 Moncozy camera system stopped sending motion notifications starting today. He verified his iPhone settings to ensure notifications are enabled and that Focus mode is off. He reset his wireless network as part of his troubleshooting efforts. Despite these actions, the camera system fails to alert him when there is movement in the monitored bedroom. The issue started suddenly; the system was working fine until the previous day. John is alarmed by this problem and is seeking assistance to restore notification functionality. He provided his contact details for follow-up: (978) 270-6519. No resolution or next steps have yet been stated from the support side. \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": "57851766070297",
"type": "Comment",
"created_at": "2026-05-12T14:04:51Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:00CustomerHi. My name is John. I have a b m o 4 momcozy camera system, and it stopped giving notifications today. And it's a bit alarming. I've tried everything.00:18CustomerI reset my wireless. I ensured my my iPhone is not in focus mode. I have note notifications on, and it it was working fine up until yesterday. Woke up this morning and noticed that it didn't send any notifications. There was movement in in the bedroom, and it wasn't detected.00:50CustomerAnd as I walk in front of the cameras right now, no notifications are being alerted. So there's a problem, and I I need some help. My number is (978) 270-6519. My name is John. Again, my number is (978) 270-6519, and I have a b m o 4 system.01:18CustomerThank you. 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": "57851810370201",
"type": "VoiceComment",
"created_at": "2026-05-12T14:04:46Z",
"author_id": "57851661425177",
"author_name": "Caller +1 (978) 270-6519",
"author_role": "end-user",
"sender_type": "customer",
"channel": "voice",
"public": true,
"recording_type": "voicemail",
"text": "Voicemail from +1 (978) 270-6519\nCall Details:\n\nCall from: +1 (978) 270-6519\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 14:00:18 UTC\nLocation: Newburyport, Massachusetts, United States\nAnswered by: Caller +1 (978) 270-6519\nLength of phone call: 4 minutes, 27 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA0706d0727cde9216d30be743eecc47d8/twilio/voicemail/recording"
},
{
"conversation_id": "57851694280985",
"type": "Comment",
"created_at": "2026-05-12T14:00:55Z",
"author_id": "57851661425177",
"author_name": "Caller +1 (978) 270-6519",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (978) 270-6519\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 2:00:18 PM UTC"
}
]
}
conversation_raw_json
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"body": "Here’s proof of my purchase. I need to tell you something about my application of the BM04; I have my dad who is 89 years old with end-stage Parkinson’s disease for which my wife and I use your product to monitor him, he lives with us in a small in-law apartment here.\n\n\n\nI have one camera in his bedroom and one in he’s living room/ kitchen.\n\n\n\nI use the mobile app on my iPhone to monitor him because the supplied BM04 monitor will not reach my bedroom due to (I think) multiple walls, so monitoring him during my bedtime is not an option using the supplied monitor, so the iPhone mobile app is my only option!\n\n\n\nOn the mobile app I have the camera settings to alert movement and it is set maximum sensitivity.\n\n\n\nRecently I have noticed that when testing the system, I would walk in front of the camera and see how long I get a notification on my phone, most of the time it takes two to three minutes for the notification of the movement to arrive on my phone?\n\n\n\nThis morning for example, I get an alert on my phone saying it detected movement, I then look at the camera live feed to notice my dad on the floor, I run over there and he tells me he fell and happened about 20 minutes ago;this was very alarming and unacceptable to me! I need a monitor that is accurate and reliable!!\n\n\n\nSo is there an issue with the equipment or is this something normal; I would hope not!\n\n\n\nPlease advise!\n\n\n\nNote; apparently we purchased the equipment on amazon and we can still return it, if so, should we ask for refund or replacement; what is your advice??\n\n\n\nJohn",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"auto\">Here’s proof of my purchase. I need to tell you something about my application of the BM04; I have my dad who is 89 years old with end-stage Parkinson’s disease for which my wife and I use your product to monitor him, he lives with us in a small in-law apartment here.</div><div dir=\"auto\"><br></div><div dir=\"auto\">I have one camera in his bedroom and one in he’s living room/ kitchen. </div><div dir=\"auto\"><br></div><div dir=\"auto\">I use the mobile app on my iPhone to monitor him because the supplied BM04 monitor will not reach my bedroom due to (I think) multiple walls, so monitoring him during my bedtime is not an option using the supplied monitor, so the iPhone mobile app is my only option!</div><div dir=\"auto\"><br></div><div dir=\"auto\">On the mobile app I have the camera settings to alert movement and it is set maximum sensitivity.</div><div dir=\"auto\"><br></div><div dir=\"auto\">Recently I have noticed that when testing the system, I would walk in front of the camera and see how long I get a notification on my phone, most of the time it takes two to three minutes for the notification of the movement to arrive on my phone? </div><div dir=\"auto\"><br></div><div dir=\"auto\">This morning for example, I get an alert on my phone saying it detected movement, I then look at the camera live feed to notice my dad on the floor, I run over there and he tells me he fell and happened about 20 minutes ago;this was very alarming and unacceptable to me! I need a monitor that is accurate and reliable!!</div><div dir=\"auto\"><br></div><div dir=\"auto\">So is there an issue with the equipment or is this something normal; I would hope not!</div><div dir=\"auto\"><br></div><div dir=\"auto\">Please advise!</div><div dir=\"auto\"><br></div><div dir=\"auto\">Note; apparently we purchased the equipment on amazon and we can still return it, if so, should we ask for refund or replacement; what is your advice??</div><div dir=\"auto\"><br></div><div dir=\"auto\">John</div><div><br><div></div></div></div>",
"plain_body": "Here’s proof of my purchase. I need to tell you something about my application of the BM04; I have my dad who is 89 years old with end-stage Parkinson’s disease for which my wife and I use your product to monitor him, he lives with us in a small in-law apartment here. \n I have one camera in his bedroom and one in he’s living room/ kitchen. \n I use the mobile app on my iPhone to monitor him because the supplied BM04 monitor will not reach my bedroom due to (I think) multiple walls, so monitoring him during my bedtime is not an option using the supplied monitor, so the iPhone mobile app is my only option! \n On the mobile app I have the camera settings to alert movement and it is set maximum sensitivity. \n Recently I have noticed that when testing the system, I would walk in front of the camera and see how long I get a notification on my phone, most of the time it takes two to three minutes for the notification of the movement to arrive on my phone? \n This morning for example, I get an alert on my phone saying it detected movement, I then look at the camera live feed to notice my dad on the floor, I run over there and he tells me he fell and happened about 20 minutes ago;this was very alarming and unacceptable to me! I need a monitor that is accurate and reliable!! \n So is there an issue with the equipment or is this something normal; I would hope not! \n Please advise! \n Note; apparently we purchased the equipment on amazon and we can still return it, if so, should we ask for refund or replacement; what is your advice?? \n John",
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"body": "Hello,\n\nThank you for reaching out to us regarding the issues you're experiencing with your baby monitor.\n\n**Please share a proof of purchase such as a receipt, order confirmation, or packing slip, which clearly shows the item model and order date.**\n\nWe understand how frustrating this can be, especially when you rely on it to keep an eye on your little one.\nTo help you resolve this issue, here are a few things to check:\n\n1. Monitor Sound Level: Sometimes the sound level on the monitor might be set too low, which can make it seem like the monitor is muted. Please check both the camera and display sound settings to make sure they’re at a comfortable level.\n\n2. System Volume and Mute: Double-check that the display isn’t set to “mute.” If it is, you won’t hear your baby (though low battery alerts will still sound).\n\n3. Equipment Issue: If the sound still isn’t coming through after checking the above, there may be a problem with the equipment. Don’t worry—we’re here to help! Please contact our support team, and we’ll make sure to find the best solution for you.\n\nIf you've tried these steps and are still experiencing issues, please send a video showing the issue.\n\nThank you for your patience and understanding. We're committed to ensuring you have the best possible experience with our products.\n\nBest Regards,\nMomcozy Customer Support Team 🙂",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>Thank you for reaching out to us regarding the issues you're experiencing with your baby monitor.<br> <br><span style=\"color: rgb(188,90,16);\"><strong>Please share a proof of purchase such as a receipt, order confirmation, or packing slip, which clearly shows the item model and order date.</strong></span><br> <br>We understand how frustrating this can be, especially when you rely on it to keep an eye on your little one.<br>To help you resolve this issue, here are a few things to check:<br> <br><ol dir=\"auto\"><li><p dir=\"auto\">Monitor Sound Level: Sometimes the sound level on the monitor might be set too low, which can make it seem like the monitor is muted. Please check both the camera and display sound settings to make sure they’re at a comfortable level.</p><p dir=\"auto\"> </p></li><li><p dir=\"auto\">System Volume and Mute: Double-check that the display isn’t set to “mute.” If it is, you won’t hear your baby (though low battery alerts will still sound).</p><p dir=\"auto\"> </p></li><li><p dir=\"auto\">Equipment Issue: If the sound still isn’t coming through after checking the above, there may be a problem with the equipment. Don’t worry—we’re here to help! Please contact our support team, and we’ll make sure to find the best solution for you.</p><p dir=\"auto\"> </p></li></ol>If you've tried these steps and are still experiencing issues, please send a video showing the issue.<br> <br>Thank you for your patience and understanding. We're committed to ensuring you have the best possible experience with our products.<br> <br>Best Regards,<br>Momcozy Customer Support Team 🙂<br></div>",
"plain_body": "Hello,\n \nThank you for reaching out to us regarding the issues you're experiencing with your baby monitor.\n \nPlease share a proof of purchase such as a receipt, order confirmation, or packing slip, which clearly shows the item model and order date.\n \nWe understand how frustrating this can be, especially when you rely on it to keep an eye on your little one.\nTo help you resolve this issue, here are a few things to check:\n \n Monitor Sound Level: Sometimes the sound level on the monitor might be set too low, which can make it seem like the monitor is muted. Please check both the camera and display sound settings to make sure they’re at a comfortable level. System Volume and Mute: Double-check that the display isn’t set to “mute.” If it is, you won’t hear your baby (though low battery alerts will still sound). Equipment Issue: If the sound still isn’t coming through after checking the above, there may be a problem with the equipment. Don’t worry—we’re here to help! Please contact our support team, and we’ll make sure to find the best solution for you. If you've tried these steps and are still experiencing issues, please send a video showing the issue.\n \nThank you for your patience and understanding. We're committed to ensuring you have the best possible experience with our products.\n \nBest Regards,\nMomcozy Customer Support Team 🙂",
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"created_at": "2026-05-13T08:21:52Z",
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"body": "#### **Call summary:**\n\n\n- Customer reported that one of two BM04 baby monitor cameras is not sending motion alerts, while the other functions properly.\n- Customer tested troubleshooting steps including disconnecting/reconnecting and restarting the camera, and setting maximum sensitivity.\n- Issue started suddenly despite months of proper function; customer expressed frustration and loss of trust in the device.\n- Agent offered warranty support and requested purchase details; customer confirmed purchase was from Target in the USA.\n- Agent collected customer’s email (caronjohnm@gmail.com) to connect with a specialized warranty team.\n- Customer was advised to keep the Target purchase receipt ready for verification; customer noted receipt is currently unavailable due to spouse’s travel.\n- Agent explained the warranty process: one-year coverage with replacement if issue is verified, no need to repurchase from Target.\n- Customer acknowledged understanding and willingness to provide receipt when available.\n- Agent confirmed that the warranty team will contact customer via email within 24 business hours for next steps.\n- Current status: warranty assistance initiated; awaiting receipt and further communication from warranty team.\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 reported that one of two BM04 baby monitor cameras is not sending motion alerts, while the other functions properly.</li><li>Customer tested troubleshooting steps including disconnecting/reconnecting and restarting the camera, and setting maximum sensitivity.</li><li>Issue started suddenly despite months of proper function; customer expressed frustration and loss of trust in the device.</li><li>Agent offered warranty support and requested purchase details; customer confirmed purchase was from Target in the USA.</li><li>Agent collected customer’s email (caronjohnm@gmail.com) to connect with a specialized warranty team.</li><li>Customer was advised to keep the Target purchase receipt ready for verification; customer noted receipt is currently unavailable due to spouse’s travel.</li><li>Agent explained the warranty process: one-year coverage with replacement if issue is verified, no need to repurchase from Target.</li><li>Customer acknowledged understanding and willingness to provide receipt when available.</li><li>Agent confirmed that the warranty team will contact customer via email within 24 business hours for next steps.</li><li>Current status: warranty assistance initiated; awaiting receipt and further communication from warranty team.</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 reported that one of two BM04 baby monitor cameras is not sending motion alerts, while the other functions properly. Customer tested troubleshooting steps including disconnecting/reconnecting and restarting the camera, and setting maximum sensitivity. Issue started suddenly despite months of proper function; customer expressed frustration and loss of trust in the device. Agent offered warranty support and requested purchase details; customer confirmed purchase was from Target in the USA. Agent collected customer’s email (caronjohnm@gmail.com) to connect with a specialized warranty team. Customer was advised to keep the Target purchase receipt ready for verification; customer noted receipt is currently unavailable due to spouse’s travel. Agent explained the warranty process: one-year coverage with replacement if issue is verified, no need to repurchase from Target. Customer acknowledged understanding and willingness to provide receipt when available. Agent confirmed that the warranty team will contact customer via email within 24 business hours for next steps. Current status: warranty assistance initiated; awaiting receipt and further communication from warranty team. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"body": "#### **Call transcript:**\n\n\n**00:00** **Agent** Hello? Hello, sir. Good afternoon. This is Matt from momcozy returning your call. You left a voice mail to us regarding your B m 0 4 that it's not giving you the alert.\n**00:14** **Customer** Yeah. It's\n**00:17** **Agent** yeah. It's well, okay.\n**00:18** **Customer** I have 2 cameras. Right? And 1 of them seems to send notifications, but the other 1 does not.\n**00:25** **Agent** Oh, okay, sir. I understand, sir, and I'm really sorry for the inconvenience. Did you mentioned, sir, that you already tried to, like, switch, uh, sorry, um, disconnect the camera and then connect it again.\n**00:39** **Customer** Yeah. I I I did that. Yes.\n**00:42** **Agent** And you may I know, sir, did you also restart the camera, uh, try to plug it in, plug it mhmm. Unplug it and plug it in, ma'am sir?\n**00:52** **Customer** Yes. Yes. I did. Mhmm. So Okay,\n**00:57** **Agent** sir. And, also, did you make sure, sir, like, to try to put the highest sensitivity from box mode?\n**01:07** **Customer** Yes. I so I had, yeah, I had it on maximum sensitivity. So everything was working fine, you know, for for a couple months now, and it's just Mhmm. You know, this this morning, I I wake up and, yeah, there was obvious movement that wasn't detected. So I I you know, I'm I'm losing faith.\n**01:27** **Customer** You know? I I I can't have something that I can't can't rely on. You know?\n**01:33** **Agent** Yes, sir. I totally understand that. So for this 1, sir, let me assist you for the warranty. May I know where did you purchase the b m 0 4?\n**01:42** **Customer** I I think we got it from Target, I think.\n**01:46** **Agent** Up on Target. And you are from United States, sir?\n**01:49** **Customer** Yes.\n**01:51** **Agent** Okay. No worries, sir. We have a specialized team here that will gonna assist you and provide you the warranty. Could you please tell me your email address, sir, so they can contact you directly for the warranty?\n**02:03** **Customer** Yeah. Yeah. So it's c a r o n\n**02:09** **Agent** Sorry? It's c\n**02:12** **Customer** a Mhmm. Ronjohnm@Gmail.com.\n**02:23** **Agent** Okay. Let me just spell it out, sir, just to make sure. That is casinCharlie,aasinalpha,rasinRomeo,oasinOscar,nasinNancy,jasinJackson,oasinOscar,hasinhotel,nasinNancy,masinMary,@Gmail.com. Is that correct, sir?\n**02:43** **Customer** That is correct. Yes.\n**02:45** **Agent** Okay. I will be sending you, sir, a confirmation email. Uh, this is confirming that we already got your concern. Our, uh, specialized team will be responding in this email, sir, within 24 business hours to assist and provide you, sir, the warranty. I just want you to be ready as well.\n**03:02** **Agent** They are going to ask for the receipt of your purchase through your through Target. So kindly be ready on that. Take a picture or a screenshot, sir. Okay?\n**03:11** **Customer** So my wife's logged in, and she's on travel. So she's not here. She won't be back she won't be back for another week and a half.\n**03:22** **Agent** If you are able to contact her, sir, just to ask for the receipt. Uh, you can just follow-up in the email, sir, that I sent to you.\n**03:31** **Customer** Okay. Alright.\n**03:33** **Agent** Okay. Thank you, sir.\n**03:35** **Customer** So what will the warranty do? Like, go to Target and get another 1?\n**03:39** **Agent** Or Oh, no, sir. We will just gonna process your replacement for that, but we need to verify it, sir, first if you are still in the warranty. So we have 1 year warranty. So if the the baby monitor is still in that range, sir, you can still claim it, sir.\n**03:55** **Customer** Oh, okay. Yeah. Yeah. So we've got we've only had it a few months.\n**04:01** **Agent** Oh, okay. So no worries on that, sir. Just kindly provide the receipt, and then we will just gonna proceed at checking your warranty, sir, and provide you the option.\n**04:12** **Customer** Alright. I appreciate that. Thank you.\n**04:15** **Agent** Okay. Thank you, sir. Have a good day. Bye bye. Bye.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello? Hello, sir. Good afternoon. This is Matt from momcozy returning your call. You left a voice mail to us regarding your B m 0 4 that it's not giving you the alert.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. It's</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">yeah. It's well, okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I have 2 cameras. Right? And 1 of them seems to send notifications, but the other 1 does not.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, okay, sir. I understand, sir, and I'm really sorry for the inconvenience. Did you mentioned, sir, that you already tried to, like, switch, uh, sorry, um, disconnect the camera and then connect it again.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. I I I did that. Yes.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And you may I know, sir, did you also restart the camera, uh, try to plug it in, plug it mhmm. Unplug it and plug it in, ma'am sir?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. Yes. I did. Mhmm. So Okay,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:57</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">sir. And, also, did you make sure, sir, like, to try to put the highest sensitivity from box mode?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. I so I had, yeah, I had it on maximum sensitivity. So everything was working fine, you know, for for a couple months now, and it's just Mhmm. You know, this this morning, I I wake up and, yeah, there was obvious movement that wasn't detected. So I I you know, I'm I'm losing faith.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You know? I I I can't have something that I can't can't rely on. You know?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:33</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, sir. I totally understand that. So for this 1, sir, let me assist you for the warranty. May I know where did you purchase the b m 0 4?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I I think we got it from Target, I think.</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;\">Up on Target. And you are from United States, sir?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:49</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.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. No worries, sir. We have a specialized team here that will gonna assist you and provide you the warranty. Could you please tell me your email address, sir, so they can contact you directly for the warranty?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Yeah. So it's c a r o n</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry? It's c</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:12</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">a Mhmm. Ronjohnm@Gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Let me just spell it out, sir, just to make sure. That is casinCharlie,aasinalpha,rasinRomeo,oasinOscar,nasinNancy,jasinJackson,oasinOscar,hasinhotel,nasinNancy,masinMary,@Gmail.com. Is that correct, sir?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That is correct. Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:45</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 will be sending you, sir, a confirmation email. Uh, this is confirming that we already got your concern. Our, uh, specialized team will be responding in this email, sir, within 24 business hours to assist and provide you, sir, the warranty. I just want you to be ready as well.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">They are going to ask for the receipt of your purchase through your through Target. So kindly be ready on that. Take a picture or a screenshot, sir. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:11</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 my wife's logged in, and she's on travel. So she's not here. She won't be back she won't be back for another week and a half.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">If you are able to contact her, sir, just to ask for the receipt. Uh, you can just follow-up in the email, sir, that I sent to you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Alright.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:33</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, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So what will the warranty do? Like, go to Target and get another 1?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Or Oh, no, sir. We will just gonna process your replacement for that, but we need to verify it, sir, first if you are still in the warranty. So we have 1 year warranty. So if the the baby monitor is still in that range, sir, you can still claim it, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, okay. Yeah. Yeah. So we've got we've only had it a few months.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, okay. So no worries on that, sir. Just kindly provide the receipt, and then we will just gonna proceed at checking your warranty, sir, and provide you the option.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:12</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. I appreciate that. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:15</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, sir. Have a good day. Bye bye. Bye.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call transcript: \n00:00AgentHello? Hello, sir. Good afternoon. This is Matt from momcozy returning your call. You left a voice mail to us regarding your B m 0 4 that it's not giving you the alert.00:14CustomerYeah. It's00:17Agentyeah. It's well, okay.00:18CustomerI have 2 cameras. Right? And 1 of them seems to send notifications, but the other 1 does not.00:25AgentOh, okay, sir. I understand, sir, and I'm really sorry for the inconvenience. Did you mentioned, sir, that you already tried to, like, switch, uh, sorry, um, disconnect the camera and then connect it again.00:39CustomerYeah. I I I did that. Yes.00:42AgentAnd you may I know, sir, did you also restart the camera, uh, try to plug it in, plug it mhmm. Unplug it and plug it in, ma'am sir?00:52CustomerYes. Yes. I did. Mhmm. So Okay,00:57Agentsir. And, also, did you make sure, sir, like, to try to put the highest sensitivity from box mode?01:07CustomerYes. I so I had, yeah, I had it on maximum sensitivity. So everything was working fine, you know, for for a couple months now, and it's just Mhmm. You know, this this morning, I I wake up and, yeah, there was obvious movement that wasn't detected. So I I you know, I'm I'm losing faith.01:27CustomerYou know? I I I can't have something that I can't can't rely on. You know?01:33AgentYes, sir. I totally understand that. So for this 1, sir, let me assist you for the warranty. May I know where did you purchase the b m 0 4?01:42CustomerI I think we got it from Target, I think.01:46AgentUp on Target. And you are from United States, sir?01:49CustomerYes.01:51AgentOkay. No worries, sir. We have a specialized team here that will gonna assist you and provide you the warranty. Could you please tell me your email address, sir, so they can contact you directly for the warranty?02:03CustomerYeah. Yeah. So it's c a r o n02:09AgentSorry? It's c02:12Customera Mhmm. Ronjohnm@Gmail.com.02:23AgentOkay. Let me just spell it out, sir, just to make sure. That is casinCharlie,aasinalpha,rasinRomeo,oasinOscar,nasinNancy,jasinJackson,oasinOscar,hasinhotel,nasinNancy,masinMary,@Gmail.com. Is that correct, sir?02:43CustomerThat is correct. Yes.02:45AgentOkay. I will be sending you, sir, a confirmation email. Uh, this is confirming that we already got your concern. Our, uh, specialized team will be responding in this email, sir, within 24 business hours to assist and provide you, sir, the warranty. I just want you to be ready as well.03:02AgentThey are going to ask for the receipt of your purchase through your through Target. So kindly be ready on that. Take a picture or a screenshot, sir. Okay?03:11CustomerSo my wife's logged in, and she's on travel. So she's not here. She won't be back she won't be back for another week and a half.03:22AgentIf you are able to contact her, sir, just to ask for the receipt. Uh, you can just follow-up in the email, sir, that I sent to you.03:31CustomerOkay. Alright.03:33AgentOkay. Thank you, sir.03:35CustomerSo what will the warranty do? Like, go to Target and get another 1?03:39AgentOr Oh, no, sir. We will just gonna process your replacement for that, but we need to verify it, sir, first if you are still in the warranty. So we have 1 year warranty. So if the the baby monitor is still in that range, sir, you can still claim it, sir.03:55CustomerOh, okay. Yeah. Yeah. So we've got we've only had it a few months.04:01AgentOh, okay. So no worries on that, sir. Just kindly provide the receipt, and then we will just gonna proceed at checking your warranty, sir, and provide you the option.04:12CustomerAlright. I appreciate that. Thank you.04:15AgentOkay. Thank you, sir. Have a good day. Bye bye. Bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"body": "Outbound call to +1 (978) 270-6519\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (978) 270-6519\nTime of call: 2026-05-12 19:41:27 UTC\nCalled by: CT-Matthew\nLength of phone call: 4 minutes, 32 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAad7133449586cd94e20e7e311652e0d7/twilio/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Outbound call to +1 (978) 270-6519<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +1 (619) 848-0676<br>\nCall to: +1 (978) 270-6519<br>\nTime of call: 2026-05-12 19:41:27 UTC<br>\nCalled by: CT-Matthew<br>\nLength of phone call: 4 minutes, 32 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAad7133449586cd94e20e7e311652e0d7/twilio/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAad7133449586cd94e20e7e311652e0d7/twilio/recording</a></p></div>",
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"body": "Hello,\n\nGood day!\n\nWe hope this message finds you well.\n\nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n\nTo ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.\n\nRest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.\n\nThank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.\n\nBest regards,\n\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>Good day!<br> <br>We hope this message finds you well.<br> <br>We are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.<br> <br>To ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.<br> <br>Rest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.<br> <br>Thank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.<br> <br>Best regards,<br> <br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello,\n \nGood day!\n \nWe hope this message finds you well.\n \nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n \nTo ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.\n \nRest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.\n \nThank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.\n \nBest regards,\n \nMomcozy Customer Support Team",
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"body": "Customer Communications: OB | caronjohnm@gmail.com\n\nIssue Details: 1* camera no alert in VOX mode\n\nAdvise that our special team will be the one will assist customer for warranty | already ask for receipt\n\nCustomer Responses: Agreed\n\nFollow-up Actions: None\n\nEscalation Details: N/A",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: OB | caronjohnm@gmail.com<br> <br>Issue Details: 1* camera no alert in VOX mode<br> <br>Advise that our special team will be the one will assist customer for warranty | already ask for receipt<br> <br>Customer Responses: Agreed<br> <br>Follow-up Actions: None<br> <br>Escalation Details: N/A<br></div>",
"plain_body": "Customer Communications: OB | caronjohnm@gmail.com\n \nIssue Details: 1* camera no alert in VOX mode\n \nAdvise that our special team will be the one will assist customer for warranty | already ask for receipt\n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A",
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"body": "#### **Call summary:**\n\n\n- Customer John reported that his BM O 4 Moncozy camera system stopped sending motion notifications starting today.\n- He verified his iPhone settings to ensure notifications are enabled and that Focus mode is off.\n- He reset his wireless network as part of his troubleshooting efforts.\n- Despite these actions, the camera system fails to alert him when there is movement in the monitored bedroom.\n- The issue started suddenly; the system was working fine until the previous day.\n- John is alarmed by this problem and is seeking assistance to restore notification functionality.\n- He provided his contact details for follow-up: (978) 270-6519.\n- No resolution or next steps have yet been stated from the support side.\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 John reported that his BM O 4 Moncozy camera system stopped sending motion notifications starting today.</li><li>He verified his iPhone settings to ensure notifications are enabled and that Focus mode is off.</li><li>He reset his wireless network as part of his troubleshooting efforts.</li><li>Despite these actions, the camera system fails to alert him when there is movement in the monitored bedroom.</li><li>The issue started suddenly; the system was working fine until the previous day.</li><li>John is alarmed by this problem and is seeking assistance to restore notification functionality.</li><li>He provided his contact details for follow-up: (978) 270-6519.</li><li>No resolution or next steps have yet been stated from the support side.</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 John reported that his BM O 4 Moncozy camera system stopped sending motion notifications starting today. He verified his iPhone settings to ensure notifications are enabled and that Focus mode is off. He reset his wireless network as part of his troubleshooting efforts. Despite these actions, the camera system fails to alert him when there is movement in the monitored bedroom. The issue started suddenly; the system was working fine until the previous day. John is alarmed by this problem and is seeking assistance to restore notification functionality. He provided his contact details for follow-up: (978) 270-6519. No resolution or next steps have yet been stated from the support side. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"body": "#### **Call transcript:**\n\n\n**00:00** **Customer** Hi. My name is John. I have a b m o 4 momcozy camera system, and it stopped giving notifications today. And it's a bit alarming. I've tried everything.\n**00:18** **Customer** I reset my wireless. I ensured my my iPhone is not in focus mode. I have note notifications on, and it it was working fine up until yesterday. Woke up this morning and noticed that it didn't send any notifications. There was movement in in the bedroom, and it wasn't detected.\n**00:50** **Customer** And as I walk in front of the cameras right now, no notifications are being alerted. So there's a problem, and I I need some help. My number is (978) 270-6519. My name is John. Again, my number is (978) 270-6519, and I have a b m o 4 system.\n**01:18** **Customer** Thank you. 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>00:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. My name is John. I have a b m o 4 momcozy camera system, and it stopped giving notifications today. And it's a bit alarming. I've tried everything.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I reset my wireless. I ensured my my iPhone is not in focus mode. I have note notifications on, and it it was working fine up until yesterday. Woke up this morning and noticed that it didn't send any notifications. There was movement in in the bedroom, and it wasn't detected.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:50</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 as I walk in front of the cameras right now, no notifications are being alerted. So there's a problem, and I I need some help. My number is (978) 270-6519. My name is John. Again, my number is (978) 270-6519, and I have a b m o 4 system.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you. 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: \n00:00CustomerHi. My name is John. I have a b m o 4 momcozy camera system, and it stopped giving notifications today. And it's a bit alarming. I've tried everything.00:18CustomerI reset my wireless. I ensured my my iPhone is not in focus mode. I have note notifications on, and it it was working fine up until yesterday. Woke up this morning and noticed that it didn't send any notifications. There was movement in in the bedroom, and it wasn't detected.00:50CustomerAnd as I walk in front of the cameras right now, no notifications are being alerted. So there's a problem, and I I need some help. My number is (978) 270-6519. My name is John. Again, my number is (978) 270-6519, and I have a b m o 4 system.01:18CustomerThank you. Bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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