提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1252256",
"subject": "Call with Caller +1 (217) 502-3299",
"description": "Call from: +1 (217) 502-3299\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 5:15:58 PM UTC",
"status": "solved",
"priority": "normal",
"product_model": "milk pump::Momcozy::Air 1",
"created_at": "2026-05-12T17:16:12Z",
"updated_at": "2026-05-12T17:37:20Z"
},
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"agents_notes_field_id": "34029476051481",
"agents_notes_label": "air 1 / painful to use / no milk",
"agents_notes": "air 1 / painful to use / no milk",
"category_field_id": "34154549939865",
"category_name": "CPI::Pain",
"category_value": "cpi__pain",
"category_zh": "使用疼痛"
},
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{
"conversation_id": "57854901626777",
"type": "Comment",
"created_at": "2026-05-12T17:37:20Z",
"author_id": "34818877588633",
"author_name": "CT-Gold",
"author_role": "agent",
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"text": "Customer Communications: INBOUND\nIssue Details: air 1 / painful to use / no milk \nResolution Offered: educ bts / adv cx to send us an email with needed details or info for an aftersales resolution or replacement\nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A"
},
{
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"text": "Call summary: \n Customer purchased the M5 breast pump from Momcozy, which had a motor issue; a replacement motor and refund are in process. Meanwhile, customer bought the Air 1 breast pump from Amazon but is unsatisfied due to poor suction and pain during use, despite using the same flange size as the M5 and another pump. Customer service confirmed no massage mode on the Air 1 pump and acknowledged the pain and poor performance experienced by the customer. Agent verified the Amazon order number and confirmed correct flange size was used. Due to the issue not being resolved by replacement, Momcozy offered a full refund for the Air 1 pump. Customer instructed to email support@momcozy.com with order number, pictures of the QR code and product condition to initiate refund. Return of the pump may be required; if so, Momcozy will provide a prepaid return label. Agent clarified that after email verification, support will advise if return shipping is necessary. Customer expressed appreciation and confirmed understanding of the refund and return process. Call concluded with no further questions from the customer. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57854917154841",
"type": "Comment",
"created_at": "2026-05-12T17:36:30Z",
"author_id": "-1",
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"text": "Call transcript: \n00:04AgentThank you for call cozy. This is Gold. How can I help you? Can you hear me, ma'am?00:10CustomerYes. I can. Hi. I'm calling because I ordered the m 5 from you guys. The motor stopped working, and I reached out, and then they're sending me a refund.00:23CustomerLike, they're sending me the new motor. So in the meantime, I wanted to buy another 1 of your guys' products because you were so easy to talk to. Like, it was real smooth process. I thought you guys had good customer service. So I wanted to buy another pump in the meantime, so I bought the, what is it, the Air 1 Mhmm.00:48CustomerOff of Amazon, and it's not working well at all for me. I have another pump I've been using, and I've been getting more output. And the Air 1 is not good. Like, I'm barely getting anything out, and it's painful. And I'm using the same size, everything, as the m 5 that you guys have and my other ones.01:13AgentI see. So, yeah, first, ma'am, I really appreciate you for providing, ma'am, good feedback with the assistance, ma'am, you are receiving from momcozy. And thank you so much, ma'am, for doing business with us. Okay? We really do appreciate that.01:28AgentSo for the issue, ma'am, that you're having with the Air 1 pump, nothing to worry, ma'am. We'll gonna go ahead and double check how we can further assist you with that. Okay? So just to confirm, ma'am, you don't have an issue with you're not calling, ma'am, about your m 5 pump for today, but for your Air 1 pump, ma'am. Correct?01:47AgentYes. Okay. So if I may ask, ma'am, like, does it have no suction, or is it not turning on, ma'am?01:56CustomerIt does have suction, and it's painful. I do it at the low setting, and then I turn it up because I'm not getting anything out. So I don't have to use the high setting very much on my other pump. I usually use the low setting and get a lot out, but I can tell the suction is different too because it's a different thing that goes on the nipple than the m 5 is, and it's not working for me at all. It's painful, and I'm not getting anything.02:30AgentI see. So I'm so sorry to hear that, ma'am. Yeah. Nothing to worry, ma'am. We're gonna go ahead and see what your option for that.02:38AgentSo could you please provide to me, ma'am, your order number from Amazon, ma'am?02:44CustomerYes. And I just got it yesterday. I've used it maybe 4 or 5 times, but it's so bad. Sorry.02:51AgentOkay. So yeah. I'm sorry, ma'am. I wanna delete it. I see.02:56AgentSo yeah. No worries, ma'am. We're gonna check. Okay? Could you please, uh, tell me, ma'am, your order number?03:03CustomerYeah. Let me look for it. Amazon order. Okay. My order number is 112Dash3673251Dash1868259.03:27AgentAlrighty. Thank you so much, ma'am. Let me just go ahead and try to pull up, ma'am, your order. Okay? Just kindly stay on the line, ma'am.03:33AgentThank you.03:35CustomerThank you.05:54AgentAlright. Thank you so much, ma'am, for patiently holding. So I was able, ma'am, to pull up your order information, and I can see, ma'am, that you you're correct, ma'am. So I can see here that you just purchased the pump. So you confirm, ma'am, that you are using the correct lunch size, ma'am, for06:12Customerthe breast pump. Correct? Yeah. I'm using the same size, and I that I used for the m 5 and for my other 1 my other wearable I have, that's like a off brand 1. I've been using the off brand 1 since my m 5.06:32CustomerI'm waiting on the replacement motor, and it's all they're all the same size.06:40AgentYes, ma'am. So for the inserts. Right? For the inserts, ma'am, you're using the same insert size.06:50CustomerYeah. It's the same size.06:53AgentOkay. Thank you, ma'am. So yeah. Because sometimes, ma'am, this actually can sometimes be related to flange feet. So that is why, ma'am, I actually ask if you already used, ma'am, the measuring nipple tool on the breast pump package, ma'am, so to make sure that you are actually using the correct flange size, ma'am.07:21AgentAnd, also, we are thank you, ma'am. Yeah. We always actually recommend, ma'am, starting in message mode on a low setting in terms of using the pump and only increase, ma'am, the suction to a level that feels effective but never painful, ma'am. So have you done that, ma'am? Like, trying to use the pump on a massage mode first before using it for suction?07:49CustomerLike let me see. The stimulation? Is that what you mean? The stimulation?08:00AgentThe massage mode, ma'am.08:05CustomerLet me see. I don't know if I have massage mode. I just have stimulation and x Mhmm.08:19AgentSorry. Go ahead, ma'am.08:21CustomerI don't have the massage mode.08:25AgentOkay. I just have08:27Customerthe stimulation and and expression.08:31AgentI see. Hold on, ma'am. Let me double check the product, ma'am. Okay? Please bear with me.08:36AgentOkay. Please bear with me, ma'am. Okay? Okay. Just bear with me, ma'am.10:45AgentOkay? I'm just actually checking it, ma'am. Thank you. Uh-huh.12:32CustomerI'm still on the phone. Do wanna go get board's nest? Besides guacamole, need real food because I'm pumping. Did he leave it out? Wonder if he ate the cake.12:55CustomerWe still have the salad in there. Salad cake is what I'm talking about. Oh. I don't know. Let me look at their food.13:14CustomerI need something with substance. She's out today. I think it's that room. Have you seen any hummingbirds? I didn't see any yesterday.13:32CustomerWell, all the other windows have screens. So it was the only spot for it.13:41AgentUm, hello, ma'am? Hi. Yeah. Thank you so much, ma'am, for patiently holding. So, yeah, actually, ma'am, for this 1, I'm so sorry.13:51AgentI double checked, and I have seen that there's no massage option, ma'am, for the Air 1 pump. So I'm sorry for that 1. So, yeah, but for this 1, ma'am, since that you're actually experiencing, ma'am, a pain, ma'am, every time that you're using the breast pump,14:12Customerwe can actually provide14:15AgentYes, ma'am. We can actually provide, ma'am, a refund, ma'am, for your order. Okay? So because, ma'am Okay. Yeah.14:27AgentBecause if in any event, ma'am, that we will gonna provide you, ma'am, a replacement, that will not gonna fix, ma'am, the issue on your breast pump. So what we will just be doing, ma'am, is we will just gonna go ahead and process, ma'am, a refund for it. Okay? So in order for us, ma'am, to proceed, we will just be needing your help, ma'am. Okay?14:50AgentSo all you need to do, ma'am, is actually yes, ma'am. So you will be needing, ma'am, to send us an email. The email address, ma'am, is support@momcozy.com. Then on the email, ma'am, that you will be sending15:14Customermomcozy dot com. Okay.15:18AgentYes, ma'am. So on the email, ma'am, so kindly include, ma'am, your order number on the subject line. And then Okay. Write on the email, ma'am, your do you still have, ma'am, the original box that came with the pump, if I may ask? Yes.15:39AgentI do. Okay. So please make sure, ma'am, that you take a picture, ma'am, of the UDI information. So as you can see, ma'am, on the box at the very bottom, so, like, at the back, ma'am, you can see there a QR code, ma'am.15:59CustomerK. Let16:00Agentme see. The QR code is the serial number, production date.16:05CustomerOh, yeah. Yeah. I got it here.16:08AgentYes, ma'am. So just kindly take a kindly scan, ma'am, the QR code for you to retrieve, ma'am, the UDI. If there will be no details, ma'am, that will be able to pull up, ma'am, upon scanning the QR code, you can just simply take a picture, ma'am, okay, of the QR code together with the details beside it, ma'am. Okay. And then attach it, ma'am, on the email.16:40AgentAnd, also, we need, ma'am, a picture, ma'am, of the breast pump showing that there is no issue, ma'am, like, a physical damage and all. Alright? And by the way, ma'am, I just want you to know that you might be needing, ma'am, to return the breast pump. But if in any event, ma'am, that there's a need for you to return the pump, no worries, because we will gonna provide you, ma'am, a free return label for for it, ma'am. Okay?17:11AgentOkay. Alright. Thank you so much, ma'am. So, yeah, we will gonna look forward, ma'am, for your email so that we can proceed, ma'am, with the refund, ma'am, for your order. Okay?17:25CustomerOkay. Okay. Perfect. Thank you so much.17:29AgentThank you so much, ma'am, for understanding. So would there be anything else that I can possibly assist you with?17:37CustomerUh, no. I think that's it.17:40AgentAlright. If that is the case, ma'am, thank you so much for calling momcozy. You have a wonderful day, ma'am. Bye for now. Take care.17:47CustomerThank you. So I'll get the refund. You'll send me a email if I need to ship the product back. Right?17:56AgentOnce you send, ma'am, the email yes, ma'am. I'm sorry. So once you send, ma'am, the email and once we're to verify it, ma'am, what's gonna happen is we will check if there's a need for you, ma'am, to return the pump because there are instances, ma'am, wherein you don't actually, you're not required, ma'am, to return the pump. So but if in any event, ma'am, that we need it, ma'am, we will gonna provide you, ma'am, a return label, and we will let you know, ma'am, if that would be the process, ma'am, that we will be needing to do with your breast pump. Okay?18:37CustomerOkay. Thank you so much.18:39AgentAlright. You're welcome. So, yeah, again, ma'am, if you don't have any more question, thank you for calling momcozy. You have a wonderful day, ma'am. Bye for now.18:48AgentTake care.18:49CustomerThanks. Thank you. Bye.18:51AgentBye 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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"conversation_id": "57854897996825",
"type": "VoiceComment",
"created_at": "2026-05-12T17:35:15Z",
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"text": "Inbound call from +1 (217) 502-3299\nCall Details:\n\nCall from: +1 (217) 502-3299\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 17:15:58 UTC\nLocation: Springfield, Illinois, United States\nAnswered by: CT-Gold\nLength of phone call: 19 minutes, 16 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA288e1b8018d9866373d96758ad2a07b3/twilio/call/recording"
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"conversation_id": "57854661292057",
"type": "Comment",
"created_at": "2026-05-12T17:16:12Z",
"author_id": "57854616515865",
"author_name": "Caller +1 (217) 502-3299",
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"text": "Call from: +1 (217) 502-3299\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 5:15:58 PM UTC"
}
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conversation_raw_json
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"body": "Customer Communications: INBOUND\nIssue Details: air 1 / painful to use / no milk\nResolution Offered: educ bts / adv cx to send us an email with needed details or info for an aftersales resolution or replacement\nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A",
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"body": "#### **Call summary:**\n\n\n- Customer purchased the M5 breast pump from Momcozy, which had a motor issue; a replacement motor and refund are in process.\n- Meanwhile, customer bought the Air 1 breast pump from Amazon but is unsatisfied due to poor suction and pain during use, despite using the same flange size as the M5 and another pump.\n- Customer service confirmed no massage mode on the Air 1 pump and acknowledged the pain and poor performance experienced by the customer.\n- Agent verified the Amazon order number and confirmed correct flange size was used.\n- Due to the issue not being resolved by replacement, Momcozy offered a full refund for the Air 1 pump.\n- Customer instructed to email support@momcozy.com with order number, pictures of the QR code and product condition to initiate refund.\n- Return of the pump may be required; if so, Momcozy will provide a prepaid return label.\n- Agent clarified that after email verification, support will advise if return shipping is necessary.\n- Customer expressed appreciation and confirmed understanding of the refund and return process.\n- Call concluded with no further questions from the customer.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer purchased the M5 breast pump from Momcozy, which had a motor issue; a replacement motor and refund are in process.</li><li>Meanwhile, customer bought the Air 1 breast pump from Amazon but is unsatisfied due to poor suction and pain during use, despite using the same flange size as the M5 and another pump.</li><li>Customer service confirmed no massage mode on the Air 1 pump and acknowledged the pain and poor performance experienced by the customer.</li><li>Agent verified the Amazon order number and confirmed correct flange size was used.</li><li>Due to the issue not being resolved by replacement, Momcozy offered a full refund for the Air 1 pump.</li><li>Customer instructed to email support@momcozy.com with order number, pictures of the QR code and product condition to initiate refund.</li><li>Return of the pump may be required; if so, Momcozy will provide a prepaid return label.</li><li>Agent clarified that after email verification, support will advise if return shipping is necessary.</li><li>Customer expressed appreciation and confirmed understanding of the refund and return process.</li><li>Call concluded with no further questions from the customer.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
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"body": "#### **Call transcript:**\n\n\n**00:04** **Agent** Thank you for call cozy. This is Gold. How can I help you? Can you hear me, ma'am?\n**00:10** **Customer** Yes. I can. Hi. I'm calling because I ordered the m 5 from you guys. The motor stopped working, and I reached out, and then they're sending me a refund.\n**00:23** **Customer** Like, they're sending me the new motor. So in the meantime, I wanted to buy another 1 of your guys' products because you were so easy to talk to. Like, it was real smooth process. I thought you guys had good customer service. So I wanted to buy another pump in the meantime, so I bought the, what is it, the Air 1 Mhmm.\n**00:48** **Customer** Off of Amazon, and it's not working well at all for me. I have another pump I've been using, and I've been getting more output. And the Air 1 is not good. Like, I'm barely getting anything out, and it's painful. And I'm using the same size, everything, as the m 5 that you guys have and my other ones.\n**01:13** **Agent** I see. So, yeah, first, ma'am, I really appreciate you for providing, ma'am, good feedback with the assistance, ma'am, you are receiving from momcozy. And thank you so much, ma'am, for doing business with us. Okay? We really do appreciate that.\n**01:28** **Agent** So for the issue, ma'am, that you're having with the Air 1 pump, nothing to worry, ma'am. We'll gonna go ahead and double check how we can further assist you with that. Okay? So just to confirm, ma'am, you don't have an issue with you're not calling, ma'am, about your m 5 pump for today, but for your Air 1 pump, ma'am. Correct?\n**01:47** **Agent** Yes. Okay. So if I may ask, ma'am, like, does it have no suction, or is it not turning on, ma'am?\n**01:56** **Customer** It does have suction, and it's painful. I do it at the low setting, and then I turn it up because I'm not getting anything out. So I don't have to use the high setting very much on my other pump. I usually use the low setting and get a lot out, but I can tell the suction is different too because it's a different thing that goes on the nipple than the m 5 is, and it's not working for me at all. It's painful, and I'm not getting anything.\n**02:30** **Agent** I see. So I'm so sorry to hear that, ma'am. Yeah. Nothing to worry, ma'am. We're gonna go ahead and see what your option for that.\n**02:38** **Agent** So could you please provide to me, ma'am, your order number from Amazon, ma'am?\n**02:44** **Customer** Yes. And I just got it yesterday. I've used it maybe 4 or 5 times, but it's so bad. Sorry.\n**02:51** **Agent** Okay. So yeah. I'm sorry, ma'am. I wanna delete it. I see.\n**02:56** **Agent** So yeah. No worries, ma'am. We're gonna check. Okay? Could you please, uh, tell me, ma'am, your order number?\n**03:03** **Customer** Yeah. Let me look for it. Amazon order. Okay. My order number is 112Dash3673251Dash1868259.\n**03:27** **Agent** Alrighty. Thank you so much, ma'am. Let me just go ahead and try to pull up, ma'am, your order. Okay? Just kindly stay on the line, ma'am.\n**03:33** **Agent** Thank you.\n**03:35** **Customer** Thank you.\n**05:54** **Agent** Alright. Thank you so much, ma'am, for patiently holding. So I was able, ma'am, to pull up your order information, and I can see, ma'am, that you you're correct, ma'am. So I can see here that you just purchased the pump. So you confirm, ma'am, that you are using the correct lunch size, ma'am, for\n**06:12** **Customer** the breast pump. Correct? Yeah. I'm using the same size, and I that I used for the m 5 and for my other 1 my other wearable I have, that's like a off brand 1. I've been using the off brand 1 since my m 5.\n**06:32** **Customer** I'm waiting on the replacement motor, and it's all they're all the same size.\n**06:40** **Agent** Yes, ma'am. So for the inserts. Right? For the inserts, ma'am, you're using the same insert size.\n**06:50** **Customer** Yeah. It's the same size.\n**06:53** **Agent** Okay. Thank you, ma'am. So yeah. Because sometimes, ma'am, this actually can sometimes be related to flange feet. So that is why, ma'am, I actually ask if you already used, ma'am, the measuring nipple tool on the breast pump package, ma'am, so to make sure that you are actually using the correct flange size, ma'am.\n**07:21** **Agent** And, also, we are thank you, ma'am. Yeah. We always actually recommend, ma'am, starting in message mode on a low setting in terms of using the pump and only increase, ma'am, the suction to a level that feels effective but never painful, ma'am. So have you done that, ma'am? Like, trying to use the pump on a massage mode first before using it for suction?\n**07:49** **Customer** Like let me see. The stimulation? Is that what you mean? The stimulation?\n**08:00** **Agent** The massage mode, ma'am.\n**08:05** **Customer** Let me see. I don't know if I have massage mode. I just have stimulation and x Mhmm.\n**08:19** **Agent** Sorry. Go ahead, ma'am.\n**08:21** **Customer** I don't have the massage mode.\n**08:25** **Agent** Okay. I just have\n**08:27** **Customer** the stimulation and and expression.\n**08:31** **Agent** I see. Hold on, ma'am. Let me double check the product, ma'am. Okay? Please bear with me.\n**08:36** **Agent** Okay. Please bear with me, ma'am. Okay? Okay. Just bear with me, ma'am.\n**10:45** **Agent** Okay? I'm just actually checking it, ma'am. Thank you. Uh-huh.\n**12:32** **Customer** I'm still on the phone. Do wanna go get board's nest? Besides guacamole, need real food because I'm pumping. Did he leave it out? Wonder if he ate the cake.\n**12:55** **Customer** We still have the salad in there. Salad cake is what I'm talking about. Oh. I don't know. Let me look at their food.\n**13:14** **Customer** I need something with substance. She's out today. I think it's that room. Have you seen any hummingbirds? I didn't see any yesterday.\n**13:32** **Customer** Well, all the other windows have screens. So it was the only spot for it.\n**13:41** **Agent** Um, hello, ma'am? Hi. Yeah. Thank you so much, ma'am, for patiently holding. So, yeah, actually, ma'am, for this 1, I'm so sorry.\n**13:51** **Agent** I double checked, and I have seen that there's no massage option, ma'am, for the Air 1 pump. So I'm sorry for that 1. So, yeah, but for this 1, ma'am, since that you're actually experiencing, ma'am, a pain, ma'am, every time that you're using the breast pump,\n**14:12** **Customer** we can actually provide\n**14:15** **Agent** Yes, ma'am. We can actually provide, ma'am, a refund, ma'am, for your order. Okay? So because, ma'am Okay. Yeah.\n**14:27** **Agent** Because if in any event, ma'am, that we will gonna provide you, ma'am, a replacement, that will not gonna fix, ma'am, the issue on your breast pump. So what we will just be doing, ma'am, is we will just gonna go ahead and process, ma'am, a refund for it. Okay? So in order for us, ma'am, to proceed, we will just be needing your help, ma'am. Okay?\n**14:50** **Agent** So all you need to do, ma'am, is actually yes, ma'am. So you will be needing, ma'am, to send us an email. The email address, ma'am, is support@momcozy.com. Then on the email, ma'am, that you will be sending\n**15:14** **Customer** momcozy dot com. Okay.\n**15:18** **Agent** Yes, ma'am. So on the email, ma'am, so kindly include, ma'am, your order number on the subject line. And then Okay. Write on the email, ma'am, your do you still have, ma'am, the original box that came with the pump, if I may ask? Yes.\n**15:39** **Agent** I do. Okay. So please make sure, ma'am, that you take a picture, ma'am, of the UDI information. So as you can see, ma'am, on the box at the very bottom, so, like, at the back, ma'am, you can see there a QR code, ma'am.\n**15:59** **Customer** K. Let\n**16:00** **Agent** me see. The QR code is the serial number, production date.\n**16:05** **Customer** Oh, yeah. Yeah. I got it here.\n**16:08** **Agent** Yes, ma'am. So just kindly take a kindly scan, ma'am, the QR code for you to retrieve, ma'am, the UDI. If there will be no details, ma'am, that will be able to pull up, ma'am, upon scanning the QR code, you can just simply take a picture, ma'am, okay, of the QR code together with the details beside it, ma'am. Okay. And then attach it, ma'am, on the email.\n**16:40** **Agent** And, also, we need, ma'am, a picture, ma'am, of the breast pump showing that there is no issue, ma'am, like, a physical damage and all. Alright? And by the way, ma'am, I just want you to know that you might be needing, ma'am, to return the breast pump. But if in any event, ma'am, that there's a need for you to return the pump, no worries, because we will gonna provide you, ma'am, a free return label for for it, ma'am. Okay?\n**17:11** **Agent** Okay. Alright. Thank you so much, ma'am. So, yeah, we will gonna look forward, ma'am, for your email so that we can proceed, ma'am, with the refund, ma'am, for your order. Okay?\n**17:25** **Customer** Okay. Okay. Perfect. Thank you so much.\n**17:29** **Agent** Thank you so much, ma'am, for understanding. So would there be anything else that I can possibly assist you with?\n**17:37** **Customer** Uh, no. I think that's it.\n**17:40** **Agent** Alright. If that is the case, ma'am, thank you so much for calling momcozy. You have a wonderful day, ma'am. Bye for now. Take care.\n**17:47** **Customer** Thank you. So I'll get the refund. You'll send me a email if I need to ship the product back. Right?\n**17:56** **Agent** Once you send, ma'am, the email yes, ma'am. I'm sorry. So once you send, ma'am, the email and once we're to verify it, ma'am, what's gonna happen is we will check if there's a need for you, ma'am, to return the pump because there are instances, ma'am, wherein you don't actually, you're not required, ma'am, to return the pump. So but if in any event, ma'am, that we need it, ma'am, we will gonna provide you, ma'am, a return label, and we will let you know, ma'am, if that would be the process, ma'am, that we will be needing to do with your breast pump. Okay?\n**18:37** **Customer** Okay. Thank you so much.\n**18:39** **Agent** Alright. You're welcome. So, yeah, again, ma'am, if you don't have any more question, thank you for calling momcozy. You have a wonderful day, ma'am. Bye for now.\n**18:48** **Agent** Take care.\n**18:49** **Customer** Thanks. Thank you. Bye.\n**18:51** **Agent** 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>00:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you for call cozy. This is Gold. How can I help you? Can you hear me, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:10</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 can. Hi. I'm calling because I ordered the m 5 from you guys. The motor stopped working, and I reached out, and then they're sending me a refund.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Like, they're sending me the new motor. So in the meantime, I wanted to buy another 1 of your guys' products because you were so easy to talk to. Like, it was real smooth process. I thought you guys had good customer service. So I wanted to buy another pump in the meantime, so I bought the, what is it, the Air 1 Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Off of Amazon, and it's not working well at all for me. I have another pump I've been using, and I've been getting more output. And the Air 1 is not good. Like, I'm barely getting anything out, and it's painful. And I'm using the same size, everything, as the m 5 that you guys have and my other ones.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. So, yeah, first, ma'am, I really appreciate you for providing, ma'am, good feedback with the assistance, ma'am, you are receiving from momcozy. And thank you so much, ma'am, for doing business with us. Okay? We really do appreciate that.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So for the issue, ma'am, that you're having with the Air 1 pump, nothing to worry, ma'am. We'll gonna go ahead and double check how we can further assist you with that. Okay? So just to confirm, ma'am, you don't have an issue with you're not calling, ma'am, about your m 5 pump for today, but for your Air 1 pump, ma'am. Correct?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. Okay. So if I may ask, ma'am, like, does it have no suction, or is it not turning on, ma'am?</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It does have suction, and it's painful. I do it at the low setting, and then I turn it up because I'm not getting anything out. So I don't have to use the high setting very much on my other pump. I usually use the low setting and get a lot out, but I can tell the suction is different too because it's a different thing that goes on the nipple than the m 5 is, and it's not working for me at all. It's painful, and I'm not getting anything.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. So I'm so sorry to hear that, ma'am. Yeah. Nothing to worry, ma'am. We're gonna go ahead and see what your option for that.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:38</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So could you please provide to me, ma'am, your order number from Amazon, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:44</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. And I just got it yesterday. I've used it maybe 4 or 5 times, but it's so bad. Sorry.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:51</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. So yeah. I'm sorry, ma'am. I wanna delete it. I see.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So yeah. No worries, ma'am. We're gonna check. Okay? Could you please, uh, tell me, ma'am, your order number?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:03</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. Let me look for it. Amazon order. Okay. My order number is 112Dash3673251Dash1868259.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alrighty. Thank you so much, ma'am. Let me just go ahead and try to pull up, ma'am, your order. Okay? Just kindly stay on the line, ma'am.</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;\">Thank you.</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;\">Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Thank you so much, ma'am, for patiently holding. So I was able, ma'am, to pull up your order information, and I can see, ma'am, that you you're correct, ma'am. So I can see here that you just purchased the pump. So you confirm, ma'am, that you are using the correct lunch size, ma'am, for</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:12</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">the breast pump. Correct? Yeah. I'm using the same size, and I that I used for the m 5 and for my other 1 my other wearable I have, that's like a off brand 1. I've been using the off brand 1 since my m 5.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm waiting on the replacement motor, and it's all they're all the same size.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. So for the inserts. Right? For the inserts, ma'am, you're using the same insert size.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. It's the same size.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, ma'am. So yeah. Because sometimes, ma'am, this actually can sometimes be related to flange feet. So that is why, ma'am, I actually ask if you already used, ma'am, the measuring nipple tool on the breast pump package, ma'am, so to make sure that you are actually using the correct flange size, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And, also, we are thank you, ma'am. Yeah. We always actually recommend, ma'am, starting in message mode on a low setting in terms of using the pump and only increase, ma'am, the suction to a level that feels effective but never painful, ma'am. So have you done that, ma'am? Like, trying to use the pump on a massage mode first before using it for suction?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:49</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Like let me see. The stimulation? Is that what you mean? The stimulation?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">The massage mode, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Let me see. I don't know if I have massage mode. I just have stimulation and x Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry. Go ahead, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I don't have the massage mode.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I just have</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">the stimulation and and expression.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. Hold on, ma'am. Let me double check the product, ma'am. Okay? Please bear with me.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Please bear with me, ma'am. Okay? Okay. Just bear with me, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:45</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'm just actually checking it, ma'am. Thank you. Uh-huh.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm still on the phone. Do wanna go get board's nest? Besides guacamole, need real food because I'm pumping. Did he leave it out? Wonder if he ate the cake.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">We still have the salad in there. Salad cake is what I'm talking about. Oh. I don't know. Let me look at their food.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I need something with substance. She's out today. I think it's that room. Have you seen any hummingbirds? I didn't see any yesterday.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Well, all the other windows have screens. So it was the only spot for it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Um, hello, ma'am? Hi. Yeah. Thank you so much, ma'am, for patiently holding. So, yeah, actually, ma'am, for this 1, I'm so sorry.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I double checked, and I have seen that there's no massage option, ma'am, for the Air 1 pump. So I'm sorry for that 1. So, yeah, but for this 1, ma'am, since that you're actually experiencing, ma'am, a pain, ma'am, every time that you're using the breast pump,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:12</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">we can actually provide</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. We can actually provide, ma'am, a refund, ma'am, for your order. Okay? So because, ma'am Okay. Yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Because if in any event, ma'am, that we will gonna provide you, ma'am, a replacement, that will not gonna fix, ma'am, the issue on your breast pump. So what we will just be doing, ma'am, is we will just gonna go ahead and process, ma'am, a refund for it. Okay? So in order for us, ma'am, to proceed, we will just be needing your help, ma'am. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So all you need to do, ma'am, is actually yes, ma'am. So you will be needing, ma'am, to send us an email. The email address, ma'am, is support@momcozy.com. Then on the email, ma'am, that you will be sending</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">momcozy dot com. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. So on the email, ma'am, so kindly include, ma'am, your order number on the subject line. And then Okay. Write on the email, ma'am, your do you still have, ma'am, the original box that came with the pump, if I may ask? Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I do. Okay. So please make sure, ma'am, that you take a picture, ma'am, of the UDI information. So as you can see, ma'am, on the box at the very bottom, so, like, at the back, ma'am, you can see there a QR code, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:59</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. Let</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>16:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">me see. The QR code is the serial number, production date.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>16:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, yeah. Yeah. I got it here.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>16:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. So just kindly take a kindly scan, ma'am, the QR code for you to retrieve, ma'am, the UDI. If there will be no details, ma'am, that will be able to pull up, ma'am, upon scanning the QR code, you can just simply take a picture, ma'am, okay, of the QR code together with the details beside it, ma'am. Okay. And then attach it, ma'am, on the email.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>16:40</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, also, we need, ma'am, a picture, ma'am, of the breast pump showing that there is no issue, ma'am, like, a physical damage and all. Alright? And by the way, ma'am, I just want you to know that you might be needing, ma'am, to return the breast pump. But if in any event, ma'am, that there's a need for you to return the pump, no worries, because we will gonna provide you, ma'am, a free return label for for it, ma'am. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Alright. Thank you so much, ma'am. So, yeah, we will gonna look forward, ma'am, for your email so that we can proceed, ma'am, with the refund, ma'am, for your order. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Okay. Perfect. Thank you so much.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you so much, ma'am, for understanding. So would there be anything else that I can possibly assist you with?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Uh, no. I think that's it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. If that is the case, ma'am, thank you so much for calling momcozy. You have a wonderful day, ma'am. Bye for now. Take care.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you. So I'll get the refund. You'll send me a email if I need to ship the product back. Right?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Once you send, ma'am, the email yes, ma'am. I'm sorry. So once you send, ma'am, the email and once we're to verify it, ma'am, what's gonna happen is we will check if there's a need for you, ma'am, to return the pump because there are instances, ma'am, wherein you don't actually, you're not required, ma'am, to return the pump. So but if in any event, ma'am, that we need it, ma'am, we will gonna provide you, ma'am, a return label, and we will let you know, ma'am, if that would be the process, ma'am, that we will be needing to do with your breast pump. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>18:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you so much.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>18:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. You're welcome. So, yeah, again, ma'am, if you don't have any more question, thank you for calling momcozy. You have a wonderful day, ma'am. Bye for now.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>18:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Take care.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>18:49</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thanks. Thank you. Bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>18:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">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: \n00:04AgentThank you for call cozy. This is Gold. How can I help you? Can you hear me, ma'am?00:10CustomerYes. I can. Hi. I'm calling because I ordered the m 5 from you guys. The motor stopped working, and I reached out, and then they're sending me a refund.00:23CustomerLike, they're sending me the new motor. So in the meantime, I wanted to buy another 1 of your guys' products because you were so easy to talk to. Like, it was real smooth process. I thought you guys had good customer service. So I wanted to buy another pump in the meantime, so I bought the, what is it, the Air 1 Mhmm.00:48CustomerOff of Amazon, and it's not working well at all for me. I have another pump I've been using, and I've been getting more output. And the Air 1 is not good. Like, I'm barely getting anything out, and it's painful. And I'm using the same size, everything, as the m 5 that you guys have and my other ones.01:13AgentI see. So, yeah, first, ma'am, I really appreciate you for providing, ma'am, good feedback with the assistance, ma'am, you are receiving from momcozy. And thank you so much, ma'am, for doing business with us. Okay? We really do appreciate that.01:28AgentSo for the issue, ma'am, that you're having with the Air 1 pump, nothing to worry, ma'am. We'll gonna go ahead and double check how we can further assist you with that. Okay? So just to confirm, ma'am, you don't have an issue with you're not calling, ma'am, about your m 5 pump for today, but for your Air 1 pump, ma'am. Correct?01:47AgentYes. Okay. So if I may ask, ma'am, like, does it have no suction, or is it not turning on, ma'am?01:56CustomerIt does have suction, and it's painful. I do it at the low setting, and then I turn it up because I'm not getting anything out. So I don't have to use the high setting very much on my other pump. I usually use the low setting and get a lot out, but I can tell the suction is different too because it's a different thing that goes on the nipple than the m 5 is, and it's not working for me at all. It's painful, and I'm not getting anything.02:30AgentI see. So I'm so sorry to hear that, ma'am. Yeah. Nothing to worry, ma'am. We're gonna go ahead and see what your option for that.02:38AgentSo could you please provide to me, ma'am, your order number from Amazon, ma'am?02:44CustomerYes. And I just got it yesterday. I've used it maybe 4 or 5 times, but it's so bad. Sorry.02:51AgentOkay. So yeah. I'm sorry, ma'am. I wanna delete it. I see.02:56AgentSo yeah. No worries, ma'am. We're gonna check. Okay? Could you please, uh, tell me, ma'am, your order number?03:03CustomerYeah. Let me look for it. Amazon order. Okay. My order number is 112Dash3673251Dash1868259.03:27AgentAlrighty. Thank you so much, ma'am. Let me just go ahead and try to pull up, ma'am, your order. Okay? Just kindly stay on the line, ma'am.03:33AgentThank you.03:35CustomerThank you.05:54AgentAlright. Thank you so much, ma'am, for patiently holding. So I was able, ma'am, to pull up your order information, and I can see, ma'am, that you you're correct, ma'am. So I can see here that you just purchased the pump. So you confirm, ma'am, that you are using the correct lunch size, ma'am, for06:12Customerthe breast pump. Correct? Yeah. I'm using the same size, and I that I used for the m 5 and for my other 1 my other wearable I have, that's like a off brand 1. I've been using the off brand 1 since my m 5.06:32CustomerI'm waiting on the replacement motor, and it's all they're all the same size.06:40AgentYes, ma'am. So for the inserts. Right? For the inserts, ma'am, you're using the same insert size.06:50CustomerYeah. It's the same size.06:53AgentOkay. Thank you, ma'am. So yeah. Because sometimes, ma'am, this actually can sometimes be related to flange feet. So that is why, ma'am, I actually ask if you already used, ma'am, the measuring nipple tool on the breast pump package, ma'am, so to make sure that you are actually using the correct flange size, ma'am.07:21AgentAnd, also, we are thank you, ma'am. Yeah. We always actually recommend, ma'am, starting in message mode on a low setting in terms of using the pump and only increase, ma'am, the suction to a level that feels effective but never painful, ma'am. So have you done that, ma'am? Like, trying to use the pump on a massage mode first before using it for suction?07:49CustomerLike let me see. The stimulation? Is that what you mean? The stimulation?08:00AgentThe massage mode, ma'am.08:05CustomerLet me see. I don't know if I have massage mode. I just have stimulation and x Mhmm.08:19AgentSorry. Go ahead, ma'am.08:21CustomerI don't have the massage mode.08:25AgentOkay. I just have08:27Customerthe stimulation and and expression.08:31AgentI see. Hold on, ma'am. Let me double check the product, ma'am. Okay? Please bear with me.08:36AgentOkay. Please bear with me, ma'am. Okay? Okay. Just bear with me, ma'am.10:45AgentOkay? I'm just actually checking it, ma'am. Thank you. Uh-huh.12:32CustomerI'm still on the phone. Do wanna go get board's nest? Besides guacamole, need real food because I'm pumping. Did he leave it out? Wonder if he ate the cake.12:55CustomerWe still have the salad in there. Salad cake is what I'm talking about. Oh. I don't know. Let me look at their food.13:14CustomerI need something with substance. She's out today. I think it's that room. Have you seen any hummingbirds? I didn't see any yesterday.13:32CustomerWell, all the other windows have screens. So it was the only spot for it.13:41AgentUm, hello, ma'am? Hi. Yeah. Thank you so much, ma'am, for patiently holding. So, yeah, actually, ma'am, for this 1, I'm so sorry.13:51AgentI double checked, and I have seen that there's no massage option, ma'am, for the Air 1 pump. So I'm sorry for that 1. So, yeah, but for this 1, ma'am, since that you're actually experiencing, ma'am, a pain, ma'am, every time that you're using the breast pump,14:12Customerwe can actually provide14:15AgentYes, ma'am. We can actually provide, ma'am, a refund, ma'am, for your order. Okay? So because, ma'am Okay. Yeah.14:27AgentBecause if in any event, ma'am, that we will gonna provide you, ma'am, a replacement, that will not gonna fix, ma'am, the issue on your breast pump. So what we will just be doing, ma'am, is we will just gonna go ahead and process, ma'am, a refund for it. Okay? So in order for us, ma'am, to proceed, we will just be needing your help, ma'am. Okay?14:50AgentSo all you need to do, ma'am, is actually yes, ma'am. So you will be needing, ma'am, to send us an email. The email address, ma'am, is support@momcozy.com. Then on the email, ma'am, that you will be sending15:14Customermomcozy dot com. Okay.15:18AgentYes, ma'am. So on the email, ma'am, so kindly include, ma'am, your order number on the subject line. And then Okay. Write on the email, ma'am, your do you still have, ma'am, the original box that came with the pump, if I may ask? Yes.15:39AgentI do. Okay. So please make sure, ma'am, that you take a picture, ma'am, of the UDI information. So as you can see, ma'am, on the box at the very bottom, so, like, at the back, ma'am, you can see there a QR code, ma'am.15:59CustomerK. Let16:00Agentme see. The QR code is the serial number, production date.16:05CustomerOh, yeah. Yeah. I got it here.16:08AgentYes, ma'am. So just kindly take a kindly scan, ma'am, the QR code for you to retrieve, ma'am, the UDI. If there will be no details, ma'am, that will be able to pull up, ma'am, upon scanning the QR code, you can just simply take a picture, ma'am, okay, of the QR code together with the details beside it, ma'am. Okay. And then attach it, ma'am, on the email.16:40AgentAnd, also, we need, ma'am, a picture, ma'am, of the breast pump showing that there is no issue, ma'am, like, a physical damage and all. Alright? And by the way, ma'am, I just want you to know that you might be needing, ma'am, to return the breast pump. But if in any event, ma'am, that there's a need for you to return the pump, no worries, because we will gonna provide you, ma'am, a free return label for for it, ma'am. Okay?17:11AgentOkay. Alright. Thank you so much, ma'am. So, yeah, we will gonna look forward, ma'am, for your email so that we can proceed, ma'am, with the refund, ma'am, for your order. Okay?17:25CustomerOkay. Okay. Perfect. Thank you so much.17:29AgentThank you so much, ma'am, for understanding. So would there be anything else that I can possibly assist you with?17:37CustomerUh, no. I think that's it.17:40AgentAlright. If that is the case, ma'am, thank you so much for calling momcozy. You have a wonderful day, ma'am. Bye for now. Take care.17:47CustomerThank you. So I'll get the refund. You'll send me a email if I need to ship the product back. Right?17:56AgentOnce you send, ma'am, the email yes, ma'am. I'm sorry. So once you send, ma'am, the email and once we're to verify it, ma'am, what's gonna happen is we will check if there's a need for you, ma'am, to return the pump because there are instances, ma'am, wherein you don't actually, you're not required, ma'am, to return the pump. So but if in any event, ma'am, that we need it, ma'am, we will gonna provide you, ma'am, a return label, and we will let you know, ma'am, if that would be the process, ma'am, that we will be needing to do with your breast pump. Okay?18:37CustomerOkay. Thank you so much.18:39AgentAlright. You're welcome. So, yeah, again, ma'am, if you don't have any more question, thank you for calling momcozy. You have a wonderful day, ma'am. Bye for now.18:48AgentTake care.18:49CustomerThanks. Thank you. Bye.18:51AgentBye 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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