提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1252492",
"subject": "Voicemail from: Caller +1 (865) 232-2357",
"description": "Call from: +1 (865) 232-2357\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 6:24:01 PM UTC",
"status": "solved",
"priority": "high",
"product_model": "Orders&Logistics::LI-Damaged package/product",
"created_at": "2026-05-12T18:24:39Z",
"updated_at": "2026-05-12T22:05:34Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Issue Details: damage product",
"agents_notes": "Issue Details: damage product",
"category_field_id": "34154549939865",
"category_name": "Orders&Logistics::LI-Damaged package/product",
"category_value": "orders_logistics__li-damaged_package/product",
"category_zh": "包裹或商品破损"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 5,
"voice": 3
}
},
"messages": [
{
"conversation_id": "57857478663961",
"type": "Comment",
"created_at": "2026-05-12T22:05:34Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer Morgan contacted Momcozy about receiving a product with a broken Bluetooth activation button—specifically, the button was missing, leaving only a hole. The damage was present upon opening the original packaging; the customer offers to provide photos of the product and the box but does not have the original Amazon shipping label as it was part of a multi-item shipment received about a month ago. Agent Matt confirmed the product is still under warranty and eligible for replacement. Customer is requested to email support@momcozy.com with ticket number 1252492 in the subject line, including: Photos of the product damage and packaging from multiple angles. A clear image of the Momcozy shipping label (if available). Full shipping information (name, mailing address, contact number). Customer clarified they cannot provide the Amazon shipping label but will send photos of the box and product. Agent accepted the provided documentation and shipping info as sufficient to proceed with the warranty claim. No further assistance was requested; call ended professionally with confirmation of next steps. \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": "57857445643929",
"type": "Comment",
"created_at": "2026-05-12T22:05:31Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:00CustomerThis is Morgan.00:02AgentHello, ma'am. This is Matt. This is Matt from momcozy. You leave a voice mail to us, ma'am, regarding a product that has broken buttons?00:15CustomerYes. Correct.00:18AgentYou received this item, ma'am, damaged or it just happened that it was broke off, ma'am.00:27CustomerI received it broken. I took it out of the box, and there wasn't a button in the back that you're supposed to press to enable the Bluetooth. It was just a hole.00:38AgentOkay.00:39CustomerCan send pictures if needed.00:41AgentMhmm. Just give me a minute, ma'am. I was just gonna check your warranty, ma'am, to the order number that you provided. Okay?00:50CustomerOkay. Thank you.00:51AgentMhmm. Okay, ma'am. I can see, ma'am, that you are still in the warranty, ma'am. So no worries on that. You can still receive a replacement for this 1.01:22AgentHowever, ma'am, I will be needing your help since we need some information, ma'am, before we can proceed for shipment of your replacement, ma'am. Okay? I will be giving just kindly send us an email, ma'am, along with these details and this ticket number. For the ticket number, ma'am, is all the information that you provided to me in the call recording. Okay?01:46AgentSo first, ma'am, is a photo of the packaging. If there is a damage, just kindly picture it in a multiple angle. And then, ma'am, photo of the product. If since the product, ma'am, is damaged, kindly take a picture in the damaged part. And then, ma'am, a clear image of shipping label, ma'am.02:07AgentSo please make sure, ma'am,02:10Customerthat There's not gonna be an image of the shipping label because it came in an Amazon package with a bunch of other things, like, a month ago. But I've got the box that it came in, but I don't have the Amazon package still.02:22AgentOkay, ma'am. Mhmm. Okay, ma'am. So just kindly send the shipping or the logistic label, ma'am. You can see that in the packaging of momcozy, ma'am.02:33AgentOkay?02:36CustomerOkay.02:37AgentOkay. And then, ma'am, please provide your shipping information in advance. That is your full name, mailing address, and contact number so we can ship you, ma'am, the product as soon as we investigate the picture that you provided, ma'am. Okay?02:55CustomerOkay.02:56AgentMhmm. So are you ready for the for the ticket number, ma'am?03:02CustomerYep. Give me 1 second.03:05AgentMhmm.03:08CustomerOkay. I'm ready.03:10AgentOkay. The ticket number, ma'am, is 1252492.03:19CustomerOkay. And then do you have my email address, or do you need it?03:25AgentYou are going to email us, ma'am, at support@ma'amcozy.com, ma'am. Just kindly put the ticket number in the subject line, ma'am, so they already know that you have an inquiry to us in just claiming the warranty, ma'am.03:41CustomerOkay. So then I'll be I can send you a picture of the box that it came in, and I can send you a picture of the damage of the item, but I will not have a picture of the shipping label. And I have the the ticket number. Does that suffice?03:53AgentOkay. Yes, ma'am. Mhmm. Okay. And, also, ma'am, please provide your shipping address as well or shipping information.04:01AgentThat is your full name, ma'am, mailing address, and contact number.04:05CustomerOkay. I will do that shipping info and contacts.04:12AgentOkay, ma'am. Is there anything else, ma'am, that I can possibly help you? Okay. Thank you, ma'am, and have a good day. Bye bye.04:21CustomerThank you. You too.\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": "57857478398873",
"type": "Comment",
"created_at": "2026-05-12T22:05:28Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: OB\n \nIssue Details: damage product \n \nResolution Offered: ask for the detail shipping info and 1. Photos of the packaging damage: Images taken from multiple angles that show the extent of the damage\n2. Photos of the product: If the product itself is damaged, please include clear photos of it as well\n3. A clear image of the shipping label: Please make sure the full label is visible, including the tracking number and recipient details\n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A"
},
{
"conversation_id": "57857497057433",
"type": "VoiceComment",
"created_at": "2026-05-12T22:05:13Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Outbound call to +1 (865) 232-2357\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (865) 232-2357\nTime of call: 2026-05-12 22:00:38 UTC\nCalled by: CT-Matthew\nLength of phone call: 4 minutes, 33 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe1efb717f3489e4062d00cf65d1d27a4/twilio/recording"
},
{
"conversation_id": "57855478620953",
"type": "Comment",
"created_at": "2026-05-12T18:28:15Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer Morgan Herrick purchased a Momcozy white noise smart sound machine on 03/27/2026 via Amazon (Order #114-06209343193838). Upon opening the product for use, Morgan found the Bluetooth enable button on the back missing, leaving only a hole. Because of this defect, the device cannot connect to the Tuya smart app as intended. Morgan is requesting a replacement unit to be sent. Morgan has also requested a callback and provided their phone number: (865) 232-2357. \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": "57855423163417",
"type": "Comment",
"created_at": "2026-05-12T18:28:12Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:02CustomerHi there. My name is Morgan Herrick. I purchased a momcozy white noise smart sound machine on 03/27/2026 through Amazon. The order number was 114Dash06209343193838. I just now opened it up to get it set up because I'm closer to my baby's due date.00:35CustomerAnd the button in the back that I'm supposed to press to enable the Bluetooth connection to the Tuya, t u y a, smart app is completely missing. There's just a hole there, so I can't use it. Don't know what to do from here. I was hoping that I could get just another 1 sent, but give me a callback when you can. My cell is (865) 232-2357.01:05CustomerThank you.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57855483311513",
"type": "VoiceComment",
"created_at": "2026-05-12T18:28:08Z",
"author_id": "57855448634521",
"author_name": "Caller +1 (865) 232-2357",
"author_role": "end-user",
"sender_type": "customer",
"channel": "voice",
"public": true,
"recording_type": "voicemail",
"text": "Voicemail from +1 (865) 232-2357\nCall Details:\n\nCall from: +1 (865) 232-2357\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 18:24:01 UTC\nLocation: Knoxville, Tennessee, United States\nAnswered by: Caller +1 (865) 232-2357\nLength of phone call: 4 minutes, 6 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAf924942835e21f828b842f6f46751fd3/twilio/voicemail/recording"
},
{
"conversation_id": "57855437054745",
"type": "Comment",
"created_at": "2026-05-12T18:24:39Z",
"author_id": "57855448634521",
"author_name": "Caller +1 (865) 232-2357",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (865) 232-2357\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 6:24:01 PM UTC"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57857478663961,
"type": "Comment",
"author_id": -1,
"body": "#### **Call summary:**\n\n\n- Customer Morgan contacted Momcozy about receiving a product with a broken Bluetooth activation button—specifically, the button was missing, leaving only a hole.\n- The damage was present upon opening the original packaging; the customer offers to provide photos of the product and the box but does not have the original Amazon shipping label as it was part of a multi-item shipment received about a month ago.\n- Agent Matt confirmed the product is still under warranty and eligible for replacement.\n- Customer is requested to email support@momcozy.com with ticket number 1252492 in the subject line, including:\n- Photos of the product damage and packaging from multiple angles.\n- A clear image of the Momcozy shipping label (if available).\n- Full shipping information (name, mailing address, contact number).\n- Customer clarified they cannot provide the Amazon shipping label but will send photos of the box and product.\n- Agent accepted the provided documentation and shipping info as sufficient to proceed with the warranty claim.\n- No further assistance was requested; call ended professionally with confirmation of next steps.\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 Morgan contacted Momcozy about receiving a product with a broken Bluetooth activation button—specifically, the button was missing, leaving only a hole.</li><li>The damage was present upon opening the original packaging; the customer offers to provide photos of the product and the box but does not have the original Amazon shipping label as it was part of a multi-item shipment received about a month ago.</li><li>Agent Matt confirmed the product is still under warranty and eligible for replacement.</li><li>Customer is requested to email support@momcozy.com with ticket number 1252492 in the subject line, including:</li><li>Photos of the product damage and packaging from multiple angles.</li><li>A clear image of the Momcozy shipping label (if available).</li><li>Full shipping information (name, mailing address, contact number).</li><li>Customer clarified they cannot provide the Amazon shipping label but will send photos of the box and product.</li><li>Agent accepted the provided documentation and shipping info as sufficient to proceed with the warranty claim.</li><li>No further assistance was requested; call ended professionally with confirmation of next steps.</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 Morgan contacted Momcozy about receiving a product with a broken Bluetooth activation button—specifically, the button was missing, leaving only a hole. The damage was present upon opening the original packaging; the customer offers to provide photos of the product and the box but does not have the original Amazon shipping label as it was part of a multi-item shipment received about a month ago. Agent Matt confirmed the product is still under warranty and eligible for replacement. Customer is requested to email support@momcozy.com with ticket number 1252492 in the subject line, including: Photos of the product damage and packaging from multiple angles. A clear image of the Momcozy shipping label (if available). Full shipping information (name, mailing address, contact number). Customer clarified they cannot provide the Amazon shipping label but will send photos of the box and product. Agent accepted the provided documentation and shipping info as sufficient to proceed with the warranty claim. No further assistance was requested; call ended professionally with confirmation of next steps. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
"public": false,
"attachments": [],
"audit_id": 57857478663193,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T22:05:34Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57857445643929,
"type": "Comment",
"author_id": -1,
"body": "#### **Call transcript:**\n\n\n**00:00** **Customer** This is Morgan.\n**00:02** **Agent** Hello, ma'am. This is Matt. This is Matt from momcozy. You leave a voice mail to us, ma'am, regarding a product that has broken buttons?\n**00:15** **Customer** Yes. Correct.\n**00:18** **Agent** You received this item, ma'am, damaged or it just happened that it was broke off, ma'am.\n**00:27** **Customer** I received it broken. I took it out of the box, and there wasn't a button in the back that you're supposed to press to enable the Bluetooth. It was just a hole.\n**00:38** **Agent** Okay.\n**00:39** **Customer** Can send pictures if needed.\n**00:41** **Agent** Mhmm. Just give me a minute, ma'am. I was just gonna check your warranty, ma'am, to the order number that you provided. Okay?\n**00:50** **Customer** Okay. Thank you.\n**00:51** **Agent** Mhmm. Okay, ma'am. I can see, ma'am, that you are still in the warranty, ma'am. So no worries on that. You can still receive a replacement for this 1.\n**01:22** **Agent** However, ma'am, I will be needing your help since we need some information, ma'am, before we can proceed for shipment of your replacement, ma'am. Okay? I will be giving just kindly send us an email, ma'am, along with these details and this ticket number. For the ticket number, ma'am, is all the information that you provided to me in the call recording. Okay?\n**01:46** **Agent** So first, ma'am, is a photo of the packaging. If there is a damage, just kindly picture it in a multiple angle. And then, ma'am, photo of the product. If since the product, ma'am, is damaged, kindly take a picture in the damaged part. And then, ma'am, a clear image of shipping label, ma'am.\n**02:07** **Agent** So please make sure, ma'am,\n**02:10** **Customer** that There's not gonna be an image of the shipping label because it came in an Amazon package with a bunch of other things, like, a month ago. But I've got the box that it came in, but I don't have the Amazon package still.\n**02:22** **Agent** Okay, ma'am. Mhmm. Okay, ma'am. So just kindly send the shipping or the logistic label, ma'am. You can see that in the packaging of momcozy, ma'am.\n**02:33** **Agent** Okay?\n**02:36** **Customer** Okay.\n**02:37** **Agent** Okay. And then, ma'am, please provide your shipping information in advance. That is your full name, mailing address, and contact number so we can ship you, ma'am, the product as soon as we investigate the picture that you provided, ma'am. Okay?\n**02:55** **Customer** Okay.\n**02:56** **Agent** Mhmm. So are you ready for the for the ticket number, ma'am?\n**03:02** **Customer** Yep. Give me 1 second.\n**03:05** **Agent** Mhmm.\n**03:08** **Customer** Okay. I'm ready.\n**03:10** **Agent** Okay. The ticket number, ma'am, is 1252492.\n**03:19** **Customer** Okay. And then do you have my email address, or do you need it?\n**03:25** **Agent** You are going to email us, ma'am, at support@ma'amcozy.com, ma'am. Just kindly put the ticket number in the subject line, ma'am, so they already know that you have an inquiry to us in just claiming the warranty, ma'am.\n**03:41** **Customer** Okay. So then I'll be I can send you a picture of the box that it came in, and I can send you a picture of the damage of the item, but I will not have a picture of the shipping label. And I have the the ticket number. Does that suffice?\n**03:53** **Agent** Okay. Yes, ma'am. Mhmm. Okay. And, also, ma'am, please provide your shipping address as well or shipping information.\n**04:01** **Agent** That is your full name, ma'am, mailing address, and contact number.\n**04:05** **Customer** Okay. I will do that shipping info and contacts.\n**04:12** **Agent** Okay, ma'am. Is there anything else, ma'am, that I can possibly help you? Okay. Thank you, ma'am, and have a good day. Bye bye.\n**04:21** **Customer** Thank you. You too.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">This is Morgan.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello, ma'am. This is Matt. This is Matt from momcozy. You leave a voice mail to us, ma'am, regarding a product that has broken buttons?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:15</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. Correct.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You received this item, ma'am, damaged or it just happened that it was broke off, ma'am.</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;\">I received it broken. I took it out of the box, and there wasn't a button in the back that you're supposed to press to enable the Bluetooth. It was just a hole.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:38</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Can send pictures if needed.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Just give me a minute, ma'am. I was just gonna check your warranty, ma'am, to the order number that you provided. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Okay, ma'am. I can see, ma'am, that you are still in the warranty, ma'am. So no worries on that. You can still receive a replacement for this 1.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">However, ma'am, I will be needing your help since we need some information, ma'am, before we can proceed for shipment of your replacement, ma'am. Okay? I will be giving just kindly send us an email, ma'am, along with these details and this ticket number. For the ticket number, ma'am, is all the information that you provided to me in the call recording. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:46</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So first, ma'am, is a photo of the packaging. If there is a damage, just kindly picture it in a multiple angle. And then, ma'am, photo of the product. If since the product, ma'am, is damaged, kindly take a picture in the damaged part. And then, ma'am, a clear image of shipping label, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So please make sure, ma'am,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">that There's not gonna be an image of the shipping label because it came in an Amazon package with a bunch of other things, like, a month ago. But I've got the box that it came in, but I don't have the Amazon package still.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Mhmm. Okay, ma'am. So just kindly send the shipping or the logistic label, ma'am. You can see that in the packaging of momcozy, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:33</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:36</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>02:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. And then, ma'am, please provide your shipping information in advance. That is your full name, mailing address, and contact number so we can ship you, ma'am, the product as soon as we investigate the picture that you provided, ma'am. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</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;\">Mhmm. So are you ready for the for the ticket number, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yep. Give me 1 second.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I'm ready.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:10</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. The ticket number, ma'am, is 1252492.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:19</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 then do you have my email address, or do you need it?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You are going to email us, ma'am, at support@ma'amcozy.com, ma'am. Just kindly put the ticket number in the subject line, ma'am, so they already know that you have an inquiry to us in just claiming the warranty, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:41</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 then I'll be I can send you a picture of the box that it came in, and I can send you a picture of the damage of the item, but I will not have a picture of the shipping label. And I have the the ticket number. Does that suffice?</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;\">Okay. Yes, ma'am. Mhmm. Okay. And, also, ma'am, please provide your shipping address as well or shipping information.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That is your full name, ma'am, mailing address, and contact number.</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I will do that shipping info and contacts.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:12</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Is there anything else, ma'am, that I can possibly help you? Okay. Thank you, ma'am, and have a good day. Bye bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you. You too.</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: \n00:00CustomerThis is Morgan.00:02AgentHello, ma'am. This is Matt. This is Matt from momcozy. You leave a voice mail to us, ma'am, regarding a product that has broken buttons?00:15CustomerYes. Correct.00:18AgentYou received this item, ma'am, damaged or it just happened that it was broke off, ma'am.00:27CustomerI received it broken. I took it out of the box, and there wasn't a button in the back that you're supposed to press to enable the Bluetooth. It was just a hole.00:38AgentOkay.00:39CustomerCan send pictures if needed.00:41AgentMhmm. Just give me a minute, ma'am. I was just gonna check your warranty, ma'am, to the order number that you provided. Okay?00:50CustomerOkay. Thank you.00:51AgentMhmm. Okay, ma'am. I can see, ma'am, that you are still in the warranty, ma'am. So no worries on that. You can still receive a replacement for this 1.01:22AgentHowever, ma'am, I will be needing your help since we need some information, ma'am, before we can proceed for shipment of your replacement, ma'am. Okay? I will be giving just kindly send us an email, ma'am, along with these details and this ticket number. For the ticket number, ma'am, is all the information that you provided to me in the call recording. Okay?01:46AgentSo first, ma'am, is a photo of the packaging. If there is a damage, just kindly picture it in a multiple angle. And then, ma'am, photo of the product. If since the product, ma'am, is damaged, kindly take a picture in the damaged part. And then, ma'am, a clear image of shipping label, ma'am.02:07AgentSo please make sure, ma'am,02:10Customerthat There's not gonna be an image of the shipping label because it came in an Amazon package with a bunch of other things, like, a month ago. But I've got the box that it came in, but I don't have the Amazon package still.02:22AgentOkay, ma'am. Mhmm. Okay, ma'am. So just kindly send the shipping or the logistic label, ma'am. You can see that in the packaging of momcozy, ma'am.02:33AgentOkay?02:36CustomerOkay.02:37AgentOkay. And then, ma'am, please provide your shipping information in advance. That is your full name, mailing address, and contact number so we can ship you, ma'am, the product as soon as we investigate the picture that you provided, ma'am. Okay?02:55CustomerOkay.02:56AgentMhmm. So are you ready for the for the ticket number, ma'am?03:02CustomerYep. Give me 1 second.03:05AgentMhmm.03:08CustomerOkay. I'm ready.03:10AgentOkay. The ticket number, ma'am, is 1252492.03:19CustomerOkay. And then do you have my email address, or do you need it?03:25AgentYou are going to email us, ma'am, at support@ma'amcozy.com, ma'am. Just kindly put the ticket number in the subject line, ma'am, so they already know that you have an inquiry to us in just claiming the warranty, ma'am.03:41CustomerOkay. So then I'll be I can send you a picture of the box that it came in, and I can send you a picture of the damage of the item, but I will not have a picture of the shipping label. And I have the the ticket number. Does that suffice?03:53AgentOkay. Yes, ma'am. Mhmm. Okay. And, also, ma'am, please provide your shipping address as well or shipping information.04:01AgentThat is your full name, ma'am, mailing address, and contact number.04:05CustomerOkay. I will do that shipping info and contacts.04:12AgentOkay, ma'am. Is there anything else, ma'am, that I can possibly help you? Okay. Thank you, ma'am, and have a good day. Bye bye.04:21CustomerThank you. You too.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"body": "Customer Communications: OB\n\nIssue Details: damage product\n\nResolution Offered: ask for the detail shipping info and _1. Photos of the packaging damage: Images taken from multiple angles that show the extent of the damage_\n_2. Photos of the product: If the product itself is damaged, please include clear photos of it as well_\n_3. A clear image of the shipping label: Please make sure the full label is visible, including the tracking number and recipient details_\n\nCustomer Responses: Agreed\n\nFollow-up Actions: None\n\nEscalation Details: N/A",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: OB<br> <br>Issue Details: damage product <br> <br>Resolution Offered: ask for the detail shipping info and <i>1. Photos of the packaging damage: Images taken from multiple angles that show the extent of the damage</i><br><i>2. Photos of the product: If the product itself is damaged, please include clear photos of it as well</i><br><i>3. A clear image of the shipping label: Please make sure the full label is visible, including the tracking number and recipient details</i><br> <br>Customer Responses: Agreed<br> <br>Follow-up Actions: None<br> <br>Escalation Details: N/A<br></div>",
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"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Outbound call to +1 (865) 232-2357<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +1 (619) 848-0676<br>\nCall to: +1 (865) 232-2357<br>\nTime of call: 2026-05-12 22:00:38 UTC<br>\nCalled by: CT-Matthew<br>\nLength of phone call: 4 minutes, 33 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe1efb717f3489e4062d00cf65d1d27a4/twilio/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe1efb717f3489e4062d00cf65d1d27a4/twilio/recording</a></p></div>",
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"body": "#### **Call summary:**\n\n\n- Customer Morgan Herrick purchased a Momcozy white noise smart sound machine on 03/27/2026 via Amazon (Order #114-06209343193838).\n- Upon opening the product for use, Morgan found the Bluetooth enable button on the back missing, leaving only a hole.\n- Because of this defect, the device cannot connect to the Tuya smart app as intended.\n- Morgan is requesting a replacement unit to be sent.\n- Morgan has also requested a callback and provided their phone number: (865) 232-2357.\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 Morgan Herrick purchased a Momcozy white noise smart sound machine on 03/27/2026 via Amazon (Order <a href=\"/agent/tickets/114\" target=\"_blank\" rel=\"ticket\">#114</a>-06209343193838).</li><li>Upon opening the product for use, Morgan found the Bluetooth enable button on the back missing, leaving only a hole.</li><li>Because of this defect, the device cannot connect to the Tuya smart app as intended.</li><li>Morgan is requesting a replacement unit to be sent.</li><li>Morgan has also requested a callback and provided their phone number: (865) 232-2357.</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 Morgan Herrick purchased a Momcozy white noise smart sound machine on 03/27/2026 via Amazon (Order #114-06209343193838). Upon opening the product for use, Morgan found the Bluetooth enable button on the back missing, leaving only a hole. Because of this defect, the device cannot connect to the Tuya smart app as intended. Morgan is requesting a replacement unit to be sent. Morgan has also requested a callback and provided their phone number: (865) 232-2357. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"body": "#### **Call transcript:**\n\n\n**00:02** **Customer** Hi there. My name is Morgan Herrick. I purchased a momcozy white noise smart sound machine on 03/27/2026 through Amazon. The order number was 114Dash06209343193838. I just now opened it up to get it set up because I'm closer to my baby's due date.\n**00:35** **Customer** And the button in the back that I'm supposed to press to enable the Bluetooth connection to the Tuya, t u y a, smart app is completely missing. There's just a hole there, so I can't use it. Don't know what to do from here. I was hoping that I could get just another 1 sent, but give me a callback when you can. My cell is (865) 232-2357.\n**01:05** **Customer** Thank you.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi there. My name is Morgan Herrick. I purchased a momcozy white noise smart sound machine on 03/27/2026 through Amazon. The order number was 114Dash06209343193838. I just now opened it up to get it set up because I'm closer to my baby's due date.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And the button in the back that I'm supposed to press to enable the Bluetooth connection to the Tuya, t u y a, smart app is completely missing. There's just a hole there, so I can't use it. Don't know what to do from here. I was hoping that I could get just another 1 sent, but give me a callback when you can. My cell is (865) 232-2357.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call transcript: \n00:02CustomerHi there. My name is Morgan Herrick. I purchased a momcozy white noise smart sound machine on 03/27/2026 through Amazon. The order number was 114Dash06209343193838. I just now opened it up to get it set up because I'm closer to my baby's due date.00:35CustomerAnd the button in the back that I'm supposed to press to enable the Bluetooth connection to the Tuya, t u y a, smart app is completely missing. There's just a hole there, so I can't use it. Don't know what to do from here. I was hoping that I could get just another 1 sent, but give me a callback when you can. My cell is (865) 232-2357.01:05CustomerThank you.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Voicemail from +1 (865) 232-2357\n<br>Call Details:</p>\n\n<p dir=\"auto\">Call from: +1 (865) 232-2357\n<br>Call to: +1 (619) 848-0676\n<br>Time of call: 2026-05-12 18:24:01 UTC\n<br>Location: Knoxville, Tennessee, United States\n<br>Answered by: Caller +1 (865) 232-2357\n<br>Length of phone call: 4 minutes, 6 seconds\n<br>Listen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAf924942835e21f828b842f6f46751fd3/twilio/voicemail/recording\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAf924942835e21f828b842f6f46751fd3/twilio/voicemail/recording</a></p></div>",
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"body": "Call from: +1 (865) 232-2357\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 6:24:01 PM UTC",
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