与来电者 +1 (216) 965-4107 的通话

{
  "ticket": {
    "ticket_id": "1251849",
    "subject": "Call with Caller +1 (216) 965-4107",
    "description": "Call from: +1 (216) 965-4107\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 3:07:32 PM UTC",
    "status": "closed",
    "priority": "high",
    "product_model": "milk pump::Momcozy::Air 1",
    "created_at": "2026-05-12T15:07:41Z",
    "updated_at": "2026-05-12T15:15:36Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "Issue Details: 1* unable to change | cx asking for response | cx adv that she provide all the information and want a reso as soon as possible",
    "agents_notes": "Issue Details: 1* unable to change | cx asking for response | cx adv that she provide all the information and want a reso as soon as possible",
    "category_field_id": "34154549939865",
    "category_name": "CPI::Unable to charge",
    "category_value": "cpi__unable_to_charge",
    "category_zh": "无法充电"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "web": 3,
      "voice": 2,
      "system": 1
    }
  },
  "messages": [
    {
      "conversation_id": "57853037826841",
      "type": "Comment",
      "created_at": "2026-05-12T15:15:36Z",
      "author_id": "34818873586969",
      "author_name": "CT-Matthew",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "system",
      "public": true,
      "recording_type": "",
      "text": "This request was closed and merged into request #1247887 \"Voicemail from: Caller +1 (216) ...\"."
    },
    {
      "conversation_id": "57853002552345",
      "type": "Comment",
      "created_at": "2026-05-12T15:14:58Z",
      "author_id": "34818873586969",
      "author_name": "CT-Matthew",
      "author_role": "agent",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Customer Communications: IB | reganeweiss@gmail.com\n\nIssue Details: 1* unable to change | cx asking for response | cx adv that she provide all the information and want a reso as soon as possible\n \nResolution Offered: Advise that our special team will be the one will assist customer for warranty\n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A"
    },
    {
      "conversation_id": "57853000177561",
      "type": "Comment",
      "created_at": "2026-05-12T15:13:47Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call summary: \n Customer called about a non-charging pump purchased through Aeroflow, model Air 1, two weeks postpartum and needing a prompt resolution. Customer previously submitted a video, serial number, and receipt showing the pump issue. Agent verified customer’s email address and purchase details. Agent explained they lack direct warranty access and will escalate the case to the specialized warranty team as high priority. Customer asked if mailing information should be sent via email; agent confirmed yes and clarified the warranty team will request full mailing details if needed. Customer confirmed they sent mailing information and expects follow-up on next steps. Agent assured escalation to higher support for quick assistance and confirmed receipt of mailing info. Call ended with no further questions from the customer. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
    },
    {
      "conversation_id": "57853016896921",
      "type": "Comment",
      "created_at": "2026-05-12T15:13:44Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call transcript: \n00:02AgentThank you for calling ma'am. This is Matt. How can I help you today?00:07CustomerHi. I inquiry yesterday, and it was responded to, which is great. But I'm just wondering, like, when the follow-up will happen. My pumps were broken and not charging, so I sent a video and all of the relevant information today. But how quickly do they get back to me?00:27CustomerJust because I need my pump. I'm 2 weeks postpartum. Mhmm. So I just sort of need to know, like, what the next steps are.00:39AgentOkay. Totally understand, ma'am. And would you please give me your email address so I can check it into my end?00:45CustomerYeah. Thank you. R e g a, n as in Nancy, my middle initial e, my last name Weiss, wei,sasinSam,sasinSam,@gmail.com.01:00AgentI'm sorry, ma'am. Could you please spell me 1 more time? The line is cutting in off. I cannot hear you clearly.01:07CustomerK. Wait 1 second. R e g a, n as in Nancy, my middle initial e, and then Weiss,wei,sasinSam,sasinSam,@Gmail.com.01:24AgentOkay. Let me just spell it out, ma'am. That is rasinRomeo,easinelephant,gasingiraffe,aasinalpha,nasinNancy,easinelephant,wasinwhite,easinelephant,iasinigloo,sasinSam,sasinSam,@Gmail.com. Is that correct, ma'am?01:46CustomerI think so, but I didn't hear my first it was r e g a n e01:52AgentYes, ma'am.01:52CustomerWeiss@Gmail.com. Yep.01:56AgentYep. Okay.01:57CustomerGreat.01:58AgentJust give me a minute, ma'am. Okay? Let me just check that 1 for you.02:39CustomerOkay.03:07AgentOkay, ma'am. Thank you very much for patiently waiting. So upon confirming, ma'am, you purchased this through Aeroflow, and you have the Air 1. Right?03:17CustomerCorrect.03:18AgentMhmm. And you said, ma'am, the motor is not charging. For this 1, ma'am, unfortunately, I don't have the access for the warranty in my end, ma'am. I can do here is escalate this to our specialized team that can provide you, ma'am, the warranty. I can see that you already provide all the information, ma'am.03:36AgentI just gotta mention to them that you already provided the serial number, the short video. If you can also send, ma'am, your mailing information, that is your full name, mailing address, and contact number.03:50CustomerUh, just kindly provide that as well. Yes,03:53Agentma'am. I will just gonna escalate this 1, ma'am, and put this in high priority so they can assist you as soon as possible. Okay?04:02CustomerOkay. Great. Thank you so much. So04:05AgentYou're welcome, ma'am.04:06CustomerWait 1 second. So you're saying just look for the just send my mailing information to the email?04:16AgentYes, ma'am. Yep, ma'am.04:19CustomerOkay. And what's the name for you?04:22AgentIf I'm not mistaken, ma'am, they are going to ask you with that once they once they double check, ma'am, your warranty. Since I can see that you already send the receipt, the serial number, as well as a short video, ma'am, showing the pump is not charging.04:41CustomerOkay. So I just04:42Agentsent you You will be all set, ma'am, once you send all the information regarding your mailing information, ma'am.04:51CustomerSo I just sent that to you. Okay. So what happened now?04:58AgentI will escalate this 1, ma'am, to our higher support, ma'am, so you can get a response as soon as possible.05:05CustomerOkay. Great.05:07AgentOkay. Thank you, ma'am. Is there anything else?05:11CustomerNo. Thank you so much. So I sent I did send the the email or, I mean, the mailing address so you can include that.05:21AgentYes, ma'am. Okay. Thank you, ma'am, for your time. Have a good day.05:26CustomerBye bye. Yeah. 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": "57852932530457",
      "type": "VoiceComment",
      "created_at": "2026-05-12T15:13:31Z",
      "author_id": "34818873586969",
      "author_name": "CT-Matthew",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "voice",
      "public": true,
      "recording_type": "call",
      "text": "Inbound call from +1 (216) 965-4107\nCall Details:\n\nCall from: +1 (216) 965-4107\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 15:07:32 UTC\nLocation: Cleveland, Ohio, United States\nAnswered by: CT-Matthew\nLength of phone call: 5 minutes, 58 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAea720b07282060df12d1f33dbcdc5c0f/twilio/call/recording"
    },
    {
      "conversation_id": "57852912287001",
      "type": "Comment",
      "created_at": "2026-05-12T15:07:41Z",
      "author_id": "57595473586969",
      "author_name": "Caller +1 (216) 965-4107",
      "author_role": "end-user",
      "sender_type": "internal",
      "channel": "voice",
      "public": false,
      "recording_type": "",
      "text": "Call from: +1 (216) 965-4107\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 3:07:32 PM UTC"
    }
  ]
}

{
  "translated_subject": "与来电者 +1 (216) 965-4107 的通话",
  "translated_description": "来电自：+1 (216) 965-4107\n拨至：+1 (619) 848-0676\n通话时间：2026年5月12日 3:07:32 PM UTC",
  "translated_agents_notes": "问题详情：1* 无法充电 | 客户询问回复 | 客户告知她已提供所有信息并希望尽快得到解决",
  "translated_category_label": "CPI::无法充电",
  "translated_messages": [
    {
      "conversation_id": "57853037826841",
      "created_at": "2026-05-12T15:15:36Z",
      "sender_type": "agent",
      "author_name": "CT-Matthew",
      "channel": "system",
      "translated_text": "此请求已关闭并合并到请求 #1247887 \"来自：来电者 +1 (216) ... 的语音邮件\"。"
    },
    {
      "conversation_id": "57853002552345",
      "created_at": "2026-05-12T15:14:58Z",
      "sender_type": "internal",
      "author_name": "CT-Matthew",
      "channel": "web",
      "translated_text": "客户沟通：呼入 | reganeweiss@gmail.com\n\n问题详情：1* 无法充电 | 客户询问回复 | 客户告知她已提供所有信息并希望尽快得到解决\n \n提供的解决方案：告知特殊团队将协助客户处理保修\n \n客户回应：同意\n \n后续行动：无\n \n升级详情：不适用"
    },
    {
      "conversation_id": "57853000177561",
      "created_at": "2026-05-12T15:13:47Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话摘要：\n 客户致电咨询关于通过 Aeroflow 购买的无法充电的吸奶器（型号 Air 1），客户目前产后两周，需要尽快解决。客户之前已提交了视频、序列号和显示吸奶器问题的收据。客服核实了客户的电子邮件地址和购买详情。客服解释说他们没有直接的保修权限，会将案例作为高优先级升级给专门的保修团队。客户询问是否应通过电子邮件发送邮寄信息；客服确认是的，并说明保修团队如果需要会要求提供完整的邮寄详情。客户确认已发送邮寄信息，并期望后续步骤的跟进。客服保证会升级到更高级的支持以提供快速协助，并确认收到邮寄信息。通话结束，客户没有进一步的问题。\n 如果您从此评论中删除任何数据，还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据。"
    },
    {
      "conversation_id": "57853016896921",
      "created_at": "2026-05-12T15:13:44Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话转录：\n00:02 客服：感谢您的致电，女士。我是 Matt。今天有什么可以帮您的？\n00:07 客户：你好。我昨天咨询过，并且得到了回应，这很好。但我只是想知道，什么时候会有后续跟进。我的吸奶器坏了，无法充电，所以我今天发送了视频和所有相关信息。但他们多久能回复我？\n00:27 客户：因为我需要我的吸奶器。我产后 2 周。嗯。所以我只想知道接下来的步骤是什么。\n00:39 客服：好的。完全理解，女士。请问能告诉我您的电子邮件地址，以便我这边查询吗？\n00:45 客户：好的。谢谢。R e g a, n 代表 Nancy, 我的中间名首字母 e, 我的姓氏 Weiss, w e i, s 代表 Sam, s 代表 Sam, @gmail.com。\n01:00 客服：对不起，女士。您能再拼写一遍吗？线路断断续续。我听不清楚。\n01:07 客户：好的。请等一下。R e g a, n 代表 Nancy, 我的中间名首字母 e, 然后是 Weiss, w e i, s 代表 Sam, s 代表 Sam, @Gmail.com。\n01:24 客服：好的。让我拼写一遍，女士。是 r 代表 Romeo, e 代表 elephant, g 代表 giraffe, a 代表 alpha, n 代表 Nancy, e 代表 elephant, w 代表 white, e 代表 elephant, i 代表 igloo, s 代表 Sam, s 代表 Sam, @Gmail.com。对吗，女士？\n01:46 客户：我觉得是对的，但我没听到我第一个，是 r e g a n e\n01:52 客服：是的，女士。\n01:52 客户：Weiss@Gmail.com。是的。\n01:56 客服：是的。好的。\n01:57 客户：太好了。\n01:58 客服：请稍等一分钟，女士。好吗？让我为您核实一下。\n02:39 客户：好的。\n03:07 客服：好的，女士。非常感谢您的耐心等待。经核实，女士，您是通过 Aeroflow 购买的，您的型号是 Air 1。对吗？\n03:17 客户：正确。\n03:18 客服：嗯。您说，女士，马达无法充电。对于这个，女士，不幸的是，我这边没有保修权限。我在这里能做的是将此案升级到我们的专门团队，他们可以为您提供保修。我看到您已经提供了所有信息，女士。\n03:36 客服：我只需要向他们提到您已经提供了序列号和短视频。如果您也能发送您的邮寄信息，包括您的全名、邮寄地址和联系电话。\n03:50 客户：呃，请也直接提供那些信息。是的。\n03:53 客服：女士。我会升级此案，并将其列为高优先级，以便他们能尽快协助您。好吗？\n04:02 客户：好的。太棒了。非常感谢。\n04:05 客服：不客气，女士。\n04:06 客户：请等一下。所以你是说，只需通过电子邮件发送我的邮寄信息吗？\n04:16 客服：是的，女士。是的，女士。\n04:19 客户：好的。你叫什么名字？\n04:22 客服：如果我没记错的话，女士，一旦他们核对了您的保修，他们就会询问您的这些信息。因为我看到您已经发送了收据、序列号以及显示吸奶器无法充电的短视频，女士。\n04:41 客户：好的。所以我刚刚...\n04:42 客服：一旦您发送了有关邮寄信息的所有信息，女士，一切就都准备好了。\n04:51 客户：所以我刚把那个发给你们了。好的。那现在怎么办？\n04:58 客服：我会将此案升级到我们的高级支持部门，女士，这样您可以尽快得到答复。\n05:05 客户：好的。太棒了。\n05:07 客服：好的。谢谢，女士。还有其他问题吗？\n05:11 客户：没有了。非常感谢。我发了邮件，我是说，发了邮寄地址，这样你可以把它包含进去。\n05:21 客服：是的，女士。好的。女士，感谢您的宝贵时间。祝您生活愉快。\n05:26 客户：再见。是的。再见。\n 如果您从此评论中删除任何数据，还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据。"
    },
    {
      "conversation_id": "57852932530457",
      "created_at": "2026-05-12T15:13:31Z",
      "sender_type": "agent",
      "author_name": "CT-Matthew",
      "channel": "voice",
      "translated_text": "来自 +1 (216) 965-4107 的呼入电话\n通话详情：\n\n来电自：+1 (216) 965-4107\n拨至：+1 (619) 848-0676\n通话时间：2026-05-12 15:07:32 UTC\n地点：美国俄亥俄州克利夫兰\n接听人：CT-Matthew\n通话时长：5 分 58 秒\n收听录音：https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAea720b07282060df12d1f33dbcdc5c0f/twilio/call/recording"
    },
    {
      "conversation_id": "57852912287001",
      "created_at": "2026-05-12T15:07:41Z",
      "sender_type": "internal",
      "author_name": "Caller +1 (216) 965-4107",
      "channel": "voice",
      "translated_text": "来电自：+1 (216) 965-4107\n\n拨至：+1 (619) 848-0676\n\n通话时间：2026年5月12日 3:07:32 PM UTC"
    }
  ],
  "chinese_reading_text": "【标题】：与来电者 +1 (216) 965-4107 的通话\n【既有分类】：CPI::无法充电\n【产品/渠道】：milk pump::Momcozy::Air 1 / Agent\n【客服备注】：问题详情：1* 无法充电 | 客户询问回复 | 客户告知她已提供所有信息并希望尽快得到解决\n【描述】：来电自：+1 (216) 965-4107\n拨至：+1 (619) 848-0676\n通话时间：2026年5月12日 3:07:32 PM UTC\n\n【会话翻译】：\n1. [2026-05-12 15:07:41] (Internal/voice) Caller +1 (216) 965-4107: 来电自：+1 (216) 965-4107\n拨至：+1 (619) 848-0676\n通话时间：2026年5月12日 3:07:32 PM UTC\n\n2. [2026-05-12 15:13:31] (Agent/voice) CT-Matthew: 来自 +1 (216) 965-4107 的呼入电话\n通话详情：\n来电自：+1 (216) 965-4107；通话时长：5 分 58 秒；收听录音：[链接]\n\n3. [2026-05-12 15:13:44] (Internal/web): 通话转录显示客户 Regan Weiss (reganeweiss@gmail.com) 咨询关于 Aeroflow 购买的 Air 1 无法充电的问题。客户已提供视频和序列号，客服 Matt 确认会将案件标记为高优先级并升级给专门保修团队，并要求客户提供邮寄地址、姓名和电话以便后续处理。\n\n4. [2026-05-12 15:13:47] (Internal/web): 通话摘要：客户产后两周，急需解决 Air 1 无法充电的问题。客服核实详情后解释无直接保修权，已将其作为高优先级案件升级，并告知客户保修团队将联系获取邮寄详情。客户已发送相关信息并等待跟进。\n\n5. [2026-05-12 15:14:58] (Internal/web) CT-Matthew: 总结记录：无法充电问题，客户已提供所有资料，已告知将由特殊团队协助保修，客户同意，案件已升级。\n\n6. [2026-05-12 15:15:36] (Agent/system) CT-Matthew: 此请求已关闭并合并到请求 #1247887 \"来自：来电者 +1 (216) ... 的语音邮件\"。",
  "translation_notes": [
    "agents_notes 中的 'unable to change' 根据语境及分类信息，判定为 'unable to charge (无法充电)' 的笔误，已按 '无法充电' 翻译。"
  ]
}

{
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      "value": "b2b__aeroflow_breastpumps",
      "name": "B2B::Aeroflow Breastpumps"
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    {
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      "name": "milk pump::Momcozy::Air 1"
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  "ticket_id": 1251849,
  "assignee_id": 50576529644313,
  "created": "2026-05-12T15:07:41Z",
  "subject": "Call with Caller +1 (216) 965-4107",
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  "32685292044825": "B2B::Aeroflow Breastpumps",
  "33749938239513": "milk pump::Momcozy::Air 1",
  "34029476051481": "Issue Details: 1* unable to change | cx asking for response | cx adv that she provide all the information and want a reso as soon as possible",
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  "fields": [
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      "value": "b2b__aeroflow_breastpumps",
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      "name": "milk pump::Momcozy::Air 1"
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      "id": 34029476051481,
      "value": "Issue Details: 1* unable to change | cx asking for response | cx adv that she provide all the information and want a reso as soon as possible"
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  "ticket": {
    "id": 1251849,
    "subject": "Call with Caller +1 (216) 9...",
    "description": "Call from: +1 (216) 965-4107\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 3:07:32 PM UTC",
    "is_group_public": true,
    "status": "closed",
    "type": "incident",
    "priority": "high",
    "url": "https://rootglobal.zendesk.com/api/v2/tickets/1251849.json",
    "custom_status_id": 32358772428057,
    "brand_id": 32404259465241,
    "last_comment": {
      "id": 57853037826841,
      "body": "This request was closed and merged into request #1247887 \"Voicemail from: Caller +1 (216) ...\".",
      "created_at": "2026-05-12T15:15:36Z",
      "author_id": 34818873586969,
      "public": true
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{
  "conversations": [
    {
      "id": 57853037826841,
      "type": "Comment",
      "author_id": 34818873586969,
      "body": "This request was closed and merged into request #1247887 \"Voicemail from: Caller +1 (216) ...\".",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">This request was closed and merged into request <a href=\"/agent/tickets/1247887\" target=\"_blank\" rel=\"ticket\">#1247887</a> \"Voicemail from: Caller +1 (216) ...\".</p></div>",
      "plain_body": "This request was closed and merged into request #1247887 \"Voicemail from: Caller +1 (216) ...\".",
      "public": true,
      "attachments": [],
      "audit_id": 57853037826713,
      "locale": "en",
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      "via": {
        "channel": "system",
        "source": {
          "to": {},
          "from": {
            "ticket_id": 1247887,
            "subject": "Voicemail from: Caller +1 (216) 965-4107"
          },
          "rel": "merge"
        }
      },
      "created_at": "2026-05-12T15:15:36Z",
      "metadata": {
        "system": {
          "location": "Naga, 05, Philippines",
          "latitude": 13.6166,
          "longitude": 123.1804
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    },
    {
      "id": 57853002552345,
      "type": "Comment",
      "author_id": 34818873586969,
      "body": "Customer Communications: IB | reganeweiss@gmail.com\n\nIssue Details: 1* unable to change | cx asking for response | cx adv that she provide all the information and want a reso as soon as possible\n\nResolution Offered: Advise that our special team will be the one will assist customer for warranty\n\nCustomer Responses: Agreed\n\nFollow-up Actions: None\n\nEscalation Details: N/A",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: IB | <a href=\"mailto:reganeweiss@gmail.com\" rel=\"noreferrer\">reganeweiss@gmail.com</a><br><br>Issue Details: 1* unable to change | cx asking for response | cx adv that she provide all the information and want a reso as soon as possible<br>&nbsp;<br>Resolution Offered: Advise that our special team will be the one will assist customer for warranty<br>&nbsp;<br>Customer Responses: Agreed<br>&nbsp;<br>Follow-up Actions: None<br>&nbsp;<br>Escalation Details: N/A<br></div>",
      "plain_body": "Customer Communications: IB | reganeweiss@gmail.com\n\nIssue Details: 1* unable to change | cx asking for response | cx adv that she provide all the information and want a reso as soon as possible\n&nbsp;\nResolution Offered: Advise that our special team will be the one will assist customer for warranty\n&nbsp;\nCustomer Responses: Agreed\n&nbsp;\nFollow-up Actions: None\n&nbsp;\nEscalation Details: N/A",
      "public": false,
      "attachments": [],
      "audit_id": 57853002552217,
      "locale": "en",
      "outbound_locale": null,
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      "created_at": "2026-05-12T15:14:58Z",
      "metadata": {
        "system": {
          "client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
          "ip_address": "127.0.0.6",
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          "latitude": 13.6166,
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        "custom": {}
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    },
    {
      "id": 57853000177561,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call summary:**\n\n\n- Customer called about a non-charging pump purchased through Aeroflow, model Air 1, two weeks postpartum and needing a prompt resolution.\n- Customer previously submitted a video, serial number, and receipt showing the pump issue.\n- Agent verified customer’s email address and purchase details.\n- Agent explained they lack direct warranty access and will escalate the case to the specialized warranty team as high priority.\n- Customer asked if mailing information should be sent via email; agent confirmed yes and clarified the warranty team will request full mailing details if needed.\n- Customer confirmed they sent mailing information and expects follow-up on next steps.\n- Agent assured escalation to higher support for quick assistance and confirmed receipt of mailing info.\n- Call ended with no further questions from the customer.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer called about a non-charging pump purchased through Aeroflow, model Air 1, two weeks postpartum and needing a prompt resolution.</li><li>Customer previously submitted a video, serial number, and receipt showing the pump issue.</li><li>Agent verified customer’s email address and purchase details.</li><li>Agent explained they lack direct warranty access and will escalate the case to the specialized warranty team as high priority.</li><li>Customer asked if mailing information should be sent via email; agent confirmed yes and clarified the warranty team will request full mailing details if needed.</li><li>Customer confirmed they sent mailing information and expects follow-up on next steps.</li><li>Agent assured escalation to higher support for quick assistance and confirmed receipt of mailing info.</li><li>Call ended with no further questions from the customer.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
      "plain_body": "Call summary: \n  Customer called about a non-charging pump purchased through Aeroflow, model Air 1, two weeks postpartum and needing a prompt resolution.  Customer previously submitted a video, serial number, and receipt showing the pump issue.  Agent verified customer’s email address and purchase details.  Agent explained they lack direct warranty access and will escalate the case to the specialized warranty team as high priority.  Customer asked if mailing information should be sent via email; agent confirmed yes and clarified the warranty team will request full mailing details if needed.  Customer confirmed they sent mailing information and expects follow-up on next steps.  Agent assured escalation to higher support for quick assistance and confirmed receipt of mailing info.  Call ended with no further questions from the customer.  \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
      "public": false,
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      "audit_id": 57853000176921,
      "locale": "en",
      "outbound_locale": null,
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        "source": {
          "from": {},
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          "rel": null
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      "created_at": "2026-05-12T15:13:47Z",
      "metadata": {
        "system": {
          "client": "voice_service",
          "ip_address": "127.0.0.6"
        },
        "custom": {}
      }
    },
    {
      "id": 57853016896921,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call transcript:**\n\n\n**00:02** **Agent** Thank you for calling ma'am. This is Matt. How can I help you today?\n**00:07** **Customer** Hi. I inquiry yesterday, and it was responded to, which is great. But I'm just wondering, like, when the follow-up will happen. My pumps were broken and not charging, so I sent a video and all of the relevant information today. But how quickly do they get back to me?\n**00:27** **Customer** Just because I need my pump. I'm 2 weeks postpartum. Mhmm. So I just sort of need to know, like, what the next steps are.\n**00:39** **Agent** Okay. Totally understand, ma'am. And would you please give me your email address so I can check it into my end?\n**00:45** **Customer** Yeah. Thank you. R e g a, n as in Nancy, my middle initial e, my last name Weiss, wei,sasinSam,sasinSam,@gmail.com.\n**01:00** **Agent** I'm sorry, ma'am. Could you please spell me 1 more time? The line is cutting in off. I cannot hear you clearly.\n**01:07** **Customer** K. Wait 1 second. R e g a, n as in Nancy, my middle initial e, and then Weiss,wei,sasinSam,sasinSam,@Gmail.com.\n**01:24** **Agent** Okay. Let me just spell it out, ma'am. That is rasinRomeo,easinelephant,gasingiraffe,aasinalpha,nasinNancy,easinelephant,wasinwhite,easinelephant,iasinigloo,sasinSam,sasinSam,@Gmail.com. Is that correct, ma'am?\n**01:46** **Customer** I think so, but I didn't hear my first it was r e g a n e\n**01:52** **Agent** Yes, ma'am.\n**01:52** **Customer** Weiss@Gmail.com. Yep.\n**01:56** **Agent** Yep. Okay.\n**01:57** **Customer** Great.\n**01:58** **Agent** Just give me a minute, ma'am. Okay? Let me just check that 1 for you.\n**02:39** **Customer** Okay.\n**03:07** **Agent** Okay, ma'am. Thank you very much for patiently waiting. So upon confirming, ma'am, you purchased this through Aeroflow, and you have the Air 1. Right?\n**03:17** **Customer** Correct.\n**03:18** **Agent** Mhmm. And you said, ma'am, the motor is not charging. For this 1, ma'am, unfortunately, I don't have the access for the warranty in my end, ma'am. I can do here is escalate this to our specialized team that can provide you, ma'am, the warranty. I can see that you already provide all the information, ma'am.\n**03:36** **Agent** I just gotta mention to them that you already provided the serial number, the short video. If you can also send, ma'am, your mailing information, that is your full name, mailing address, and contact number.\n**03:50** **Customer** Uh, just kindly provide that as well. Yes,\n**03:53** **Agent** ma'am. I will just gonna escalate this 1, ma'am, and put this in high priority so they can assist you as soon as possible. Okay?\n**04:02** **Customer** Okay. Great. Thank you so much. So\n**04:05** **Agent** You're welcome, ma'am.\n**04:06** **Customer** Wait 1 second. So you're saying just look for the just send my mailing information to the email?\n**04:16** **Agent** Yes, ma'am. Yep, ma'am.\n**04:19** **Customer** Okay. And what's the name for you?\n**04:22** **Agent** If I'm not mistaken, ma'am, they are going to ask you with that once they once they double check, ma'am, your warranty. Since I can see that you already send the receipt, the serial number, as well as a short video, ma'am, showing the pump is not charging.\n**04:41** **Customer** Okay. So I just\n**04:42** **Agent** sent you You will be all set, ma'am, once you send all the information regarding your mailing information, ma'am.\n**04:51** **Customer** So I just sent that to you. Okay. So what happened now?\n**04:58** **Agent** I will escalate this 1, ma'am, to our higher support, ma'am, so you can get a response as soon as possible.\n**05:05** **Customer** Okay. Great.\n**05:07** **Agent** Okay. Thank you, ma'am. Is there anything else?\n**05:11** **Customer** No. Thank you so much. So I sent I did send the the email or, I mean, the mailing address so you can include that.\n**05:21** **Agent** Yes, ma'am. Okay. Thank you, ma'am, for your time. Have a good day.\n**05:26** **Customer** Bye bye. Yeah. 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;\">Thank you for calling ma'am. This is Matt. How can I help you today?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. I inquiry yesterday, and it was responded to, which is great. But I'm just wondering, like, when the follow-up will happen. My pumps were broken and not charging, so I sent a video and all of the relevant information today. But how quickly do they get back to me?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just because I need my pump. I'm 2 weeks postpartum. Mhmm. So I just sort of need to know, like, what the next steps are.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Totally understand, ma'am. And would you please give me your email address so I can check it into my end?</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Thank you. R e g a, n as in Nancy, my middle initial e, my last name Weiss, wei,sasinSam,sasinSam,@gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm sorry, ma'am. Could you please spell me 1 more time? The line is cutting in off. I cannot hear you clearly.</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;\">K. Wait 1 second. R e g a, n as in Nancy, my middle initial e, and then Weiss,wei,sasinSam,sasinSam,@Gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Let me just spell it out, ma'am. That is rasinRomeo,easinelephant,gasingiraffe,aasinalpha,nasinNancy,easinelephant,wasinwhite,easinelephant,iasinigloo,sasinSam,sasinSam,@Gmail.com. Is that correct, ma'am?</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I think so, but I didn't hear my first it was r e g a n e</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Weiss@Gmail.com. Yep.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yep. Okay.</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;\">Great.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just give me a minute, ma'am. Okay? Let me just check that 1 for you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Thank you very much for patiently waiting. So upon confirming, ma'am, you purchased this through Aeroflow, and you have the Air 1. Right?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:17</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.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. And you said, ma'am, the motor is not charging. For this 1, ma'am, unfortunately, I don't have the access for the warranty in my end, ma'am. I can do here is escalate this to our specialized team that can provide you, ma'am, the warranty. I can see that you already provide all the information, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I just gotta mention to them that you already provided the serial number, the short video. If you can also send, ma'am, your mailing information, that is your full name, mailing address, and contact number.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Uh, just kindly provide that as well. Yes,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">ma'am. I will just gonna escalate this 1, ma'am, and put this in high priority so they can assist you as soon as possible. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Great. Thank you so much. So</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You're welcome, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Wait 1 second. So you're saying just look for the just send my mailing information to the email?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Yep, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. And what's the name for you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:22</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 I'm not mistaken, ma'am, they are going to ask you with that once they once they double check, ma'am, your warranty. Since I can see that you already send the receipt, the serial number, as well as a short video, ma'am, showing the pump is not charging.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So I just</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">sent you You will be all set, ma'am, once you send all the information regarding your mailing information, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:51</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 that to you. Okay. So what happened now?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I will escalate this 1, ma'am, to our higher support, ma'am, so you can get a response as soon as possible.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Great.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, ma'am. Is there anything else?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. Thank you so much. So I sent I did send the the email or, I mean, the mailing address so you can include that.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:21</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. Okay. Thank you, ma'am, for your time. Have a good day.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Bye bye. Yeah. 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: \n00:02AgentThank you for calling ma'am. This is Matt. How can I help you today?00:07CustomerHi. I inquiry yesterday, and it was responded to, which is great. But I'm just wondering, like, when the follow-up will happen. My pumps were broken and not charging, so I sent a video and all of the relevant information today. But how quickly do they get back to me?00:27CustomerJust because I need my pump. I'm 2 weeks postpartum. Mhmm. So I just sort of need to know, like, what the next steps are.00:39AgentOkay. Totally understand, ma'am. And would you please give me your email address so I can check it into my end?00:45CustomerYeah. Thank you. R e g a, n as in Nancy, my middle initial e, my last name Weiss, wei,sasinSam,sasinSam,@gmail.com.01:00AgentI'm sorry, ma'am. Could you please spell me 1 more time? The line is cutting in off. I cannot hear you clearly.01:07CustomerK. Wait 1 second. R e g a, n as in Nancy, my middle initial e, and then Weiss,wei,sasinSam,sasinSam,@Gmail.com.01:24AgentOkay. Let me just spell it out, ma'am. That is rasinRomeo,easinelephant,gasingiraffe,aasinalpha,nasinNancy,easinelephant,wasinwhite,easinelephant,iasinigloo,sasinSam,sasinSam,@Gmail.com. Is that correct, ma'am?01:46CustomerI think so, but I didn't hear my first it was r e g a n e01:52AgentYes, ma'am.01:52CustomerWeiss@Gmail.com. Yep.01:56AgentYep. Okay.01:57CustomerGreat.01:58AgentJust give me a minute, ma'am. Okay? Let me just check that 1 for you.02:39CustomerOkay.03:07AgentOkay, ma'am. Thank you very much for patiently waiting. So upon confirming, ma'am, you purchased this through Aeroflow, and you have the Air 1. Right?03:17CustomerCorrect.03:18AgentMhmm. And you said, ma'am, the motor is not charging. For this 1, ma'am, unfortunately, I don't have the access for the warranty in my end, ma'am. I can do here is escalate this to our specialized team that can provide you, ma'am, the warranty. I can see that you already provide all the information, ma'am.03:36AgentI just gotta mention to them that you already provided the serial number, the short video. If you can also send, ma'am, your mailing information, that is your full name, mailing address, and contact number.03:50CustomerUh, just kindly provide that as well. Yes,03:53Agentma'am. I will just gonna escalate this 1, ma'am, and put this in high priority so they can assist you as soon as possible. Okay?04:02CustomerOkay. Great. Thank you so much. So04:05AgentYou're welcome, ma'am.04:06CustomerWait 1 second. So you're saying just look for the just send my mailing information to the email?04:16AgentYes, ma'am. Yep, ma'am.04:19CustomerOkay. And what's the name for you?04:22AgentIf I'm not mistaken, ma'am, they are going to ask you with that once they once they double check, ma'am, your warranty. Since I can see that you already send the receipt, the serial number, as well as a short video, ma'am, showing the pump is not charging.04:41CustomerOkay. So I just04:42Agentsent you You will be all set, ma'am, once you send all the information regarding your mailing information, ma'am.04:51CustomerSo I just sent that to you. Okay. So what happened now?04:58AgentI will escalate this 1, ma'am, to our higher support, ma'am, so you can get a response as soon as possible.05:05CustomerOkay. Great.05:07AgentOkay. Thank you, ma'am. Is there anything else?05:11CustomerNo. Thank you so much. So I sent I did send the the email or, I mean, the mailing address so you can include that.05:21AgentYes, ma'am. Okay. Thank you, ma'am, for your time. Have a good day.05:26CustomerBye bye. Yeah. 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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