来自来电者 +1 (330) 833-4410 的语音留言

{
  "ticket": {
    "ticket_id": "1252779",
    "subject": "Voicemail from: Caller +1 (330) 833-4410",
    "description": "Call from: +1 (330) 833-4410\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 8:09:03 PM UTC",
    "status": "solved",
    "priority": "urgent",
    "product_model": "",
    "created_at": "2026-05-12T20:09:22Z",
    "updated_at": "2026-05-12T22:45:16Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "Issue Details: cancel part of the order",
    "agents_notes": "Issue Details: cancel part of the order",
    "category_field_id": "34154549939865",
    "category_name": "Orders&Logistics::CO-Cancel a part of the order",
    "category_value": "orders_logistics__co-cancel_a_part_of_the_order",
    "category_zh": "取消部分订单"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "web": 6,
      "voice": 3,
      "sms": 1
    }
  },
  "messages": [
    {
      "conversation_id": "57858076437145",
      "type": "Comment",
      "created_at": "2026-05-12T22:45:16Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "sms",
      "public": false,
      "recording_type": "",
      "text": "We couldn't deliver this message to (330) 833-4410. The number must be in E.164 international number formatting."
    },
    {
      "conversation_id": "57858054197785",
      "type": "Comment",
      "created_at": "2026-05-12T22:45:11Z",
      "author_id": "34818873586969",
      "author_name": "CT-Matthew",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "web",
      "public": true,
      "recording_type": "",
      "text": "Hi,\n \nI hope you're having a great day!\n \nWe're happy to inform you that part of your order has been successfully canceled.\n \nA refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.\n \nShould you have any further questions or require additional assistance, please do not hesitate to reach out.\n \nBest regards,\n \nMomcozy Customer Support Team\n \nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.\n \nIf you are satisfied with the assistance provided and the resolution of your case, we would be very grateful to receive a positive satisfaction rating to help us improve our customer service."
    },
    {
      "conversation_id": "57858016023321",
      "type": "Comment",
      "created_at": "2026-05-12T22:44:10Z",
      "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: cancel part of the order \n \nResolution Offered: cancel and refund \n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A"
    },
    {
      "conversation_id": "57857995983769",
      "type": "Comment",
      "created_at": "2026-05-12T22:41:48Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call summary: \n Customer called Momcozy to cancel one of two baby monitors purchased under order number JJ1678856. Agent Matt confirmed the order details and customer's email (raftery.bill@gmail.com). Matt proceeded to cancel one baby monitor and arranged a refund. Refund will be processed automatically to the original payment method within 3 to 5 business days. Customer will receive a confirmation email regarding the cancellation and refund. Customer expressed gratitude and had no further requests. Call ended on a positive note with all customer concerns addressed. \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": "57858006931993",
      "type": "Comment",
      "created_at": "2026-05-12T22:41:46Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call transcript: \n00:02CustomerHello?00:04AgentUh, hello, sir. Good afternoon. This is Matt from momcozy returning your call. You leave a voice mail to us regarding a baby monitor that you want to cancel 1 of them since you purchased 2. Okay, sir.00:17AgentJust confirming the order number, sir, that you provided in the voice mail, that is JJ1678856. Is that correct?00:27CustomerThat's correct.00:29AgentOkay, sir. So for this 1, sir, I can still cancel the 1 of it and proceed with the refund. Sir, could you please tell me the email address that associated with the order?00:42CustomerIt's raftery.bill@gmail.com.00:49AgentOkay. Thank you, sir. So, uh, the refund, sir, will automatically go back to the original payment method within 3 to 5 business days. I will be sending you, sir, a confirmation email so you have a reference regarding the cancellation of of your order 1 of your order and the refund, sir. Okay?01:08CustomerWell, thank you so much.01:10AgentMhmm. You're welcome, sir. Is there anything else that I could possibly help?01:14CustomerNope. That takes care of me. Thank you so much.01:16AgentOkay. Thank you, sir. Have a good day. Bye bye.01:19CustomerOkay.\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": "57858006483865",
      "type": "VoiceComment",
      "created_at": "2026-05-12T22:41:33Z",
      "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 (330) 833-4410\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (330) 833-4410\nTime of call: 2026-05-12 22:39:50 UTC\nCalled by: CT-Matthew\nLength of phone call: 1 minute, 42 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAb663ea78e8216704ac82ef20e32219e3/twilio/recording"
    },
    {
      "conversation_id": "57856388318489",
      "type": "Comment",
      "created_at": "2026-05-12T20:12:59Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call summary: \n Customer Bill Raftery ordered two baby monitors by mistake but only wants one. Order number provided: JJ1678856. He requests to adjust the order to send only one baby monitor. Customer requests a refund for the second monitor. The purchase was made through PayPal. Provided contact info: phone 330-833-4410 and email raftery.bill@gmail.com. Customer expects the order correction and refund to be processed. \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": "57856434613657",
      "type": "Comment",
      "created_at": "2026-05-12T20:12:57Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call transcript: \n00:01CustomerYes. My name is Bill Raftery, r a f t e r y. By mistake, I ordered 2 baby monitors, and I really only need 1. My order number is JJ1678856. I'd like to have you fix the order and just send out 1 baby monitor and refund the balance for the second monitor.00:38CustomerI bought it through PayPal. My number is 3308334410, and my email is raftery, raftery,.bill@gmail.com. Thank you so much. Talk soon.\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": "57856387318681",
      "type": "VoiceComment",
      "created_at": "2026-05-12T20:12:44Z",
      "author_id": "57856328329625",
      "author_name": "Caller +1 (330) 833-4410",
      "author_role": "end-user",
      "sender_type": "customer",
      "channel": "voice",
      "public": true,
      "recording_type": "voicemail",
      "text": "Voicemail from +1 (330) 833-4410\nCall Details:\n\nCall from: +1 (330) 833-4410\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 20:09:03 UTC\nLocation: Massillon, Ohio, United States\nAnswered by: Caller +1 (330) 833-4410\nLength of phone call: 3 minutes, 40 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe51b0e99c3903b92b90802b06becd63a/twilio/voicemail/recording"
    },
    {
      "conversation_id": "57856346467993",
      "type": "Comment",
      "created_at": "2026-05-12T20:09:22Z",
      "author_id": "57856328329625",
      "author_name": "Caller +1 (330) 833-4410",
      "author_role": "end-user",
      "sender_type": "internal",
      "channel": "voice",
      "public": false,
      "recording_type": "",
      "text": "Call from: +1 (330) 833-4410\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 8:09:03 PM UTC"
    }
  ]
}

{
  "translated_subject": "来自来电者 +1 (330) 833-4410 的语音留言",
  "translated_description": "来电来自: +1 (330) 833-4410\n拨至: +1 (619) 848-0676\n通话时间: 2026年5月12日 8:09:03 PM UTC",
  "translated_agents_notes": "问题详情：取消部分订单",
  "translated_category_label": "订单与物流::取消部分订单",
  "translated_messages": [
    {
      "conversation_id": "57858076437145",
      "created_at": "2026-05-12T22:45:16Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "sms",
      "translated_text": "我们无法将此消息发送至 (330) 833-4410。该号码必须采用 E.164 国际号码格式。"
    },
    {
      "conversation_id": "57858054197785",
      "created_at": "2026-05-12T22:45:11Z",
      "sender_type": "agent",
      "author_name": "CT-Matthew",
      "channel": "web",
      "translated_text": "您好，\n \n希望您今天过得愉快！\n \n我们很高兴地通知您，您订单的一部分已成功取消。\n \n退款请求已为您提交，您预计将在 3-5 个工作日内收到退款。退款将退回到您购买时使用的支付方式。\n \n如果您有任何进一步的问题或需要额外帮助，请随时联系。\n \n此致，\n \nMomcozy 客服团队\n \n请注意：您的工单可能会被系统自动关闭，但请不要担心。工单关闭并不意味着您的问题已解决。如果您有任何疑问或疑虑，请随时随时联系我们。\n \n如果您对提供的帮助和案件的处理结果感到满意，我们将非常感激能收到积极的满意度评价，以帮助我们改进客户服务。"
    },
    {
      "conversation_id": "57858016023321",
      "created_at": "2026-05-12T22:44:10Z",
      "sender_type": "internal",
      "author_name": "CT-Matthew",
      "channel": "web",
      "translated_text": "客户沟通：外呼 (OB)\n \n问题详情：取消部分订单 \n \n提供的解决方案：取消并退款 \n \n客户响应：同意\n \n后续行动：无\n \n升级详情：不适用"
    },
    {
      "conversation_id": "57857995983769",
      "created_at": "2026-05-12T22:41:48Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话摘要：\n 客户致电 Momcozy 要求取消订单 JJ1678856 中购买的两个婴儿监视器中的一个。客服 Matt 确认了订单详情和客户的邮箱 (raftery.bill@gmail.com)。Matt 继续取消了一个婴儿监视器并安排了退款。退款将在 3 到 5 个工作日内自动处理至原始支付方式。客户将收到一封关于取消和退款的确认邮件。客户表示感谢，没有其他要求。通话在积极的氛围中结束，所有客户疑虑均已解决。\n 如果您从此备注中删除任何数据，您还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据"
    },
    {
      "conversation_id": "57858006931993",
      "created_at": "2026-05-12T22:41:46Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话记录：\n00:02 客户：喂？\n00:04 客服：呃，您好，先生。下午好。我是 Momcozy 的 Matt，给您回电。您给我们留了语音留言，关于您买了 2 个婴儿监视器想取消其中 1 个。好的，先生。\n00:17 客服：只是确认一下您在语音留言中提供的订单号，是 JJ1678856。对吗？\n00:27 客户：没错。\n00:29 客服：好的，先生。对于这一项，我仍然可以取消其中 1 个并继续处理退款。先生，能否请您告诉我与订单关联的电子邮件地址？\n00:42 客户：是 raftery.bill@gmail.com。\n00:49 客服：好的。谢谢您，先生。退款将在 3 到 5 个工作日内自动退回到原始支付方式。我会给您发送一封确认邮件，这样您就有了关于取消其中一个订单和退款的凭据。好吗？\n01:08 客户：太感谢了。\n01:10 客服：嗯。不客气，先生。还有什么我可以帮忙的吗？\n01:14 客户：没了。那就处理好了。非常感谢。\n01:16 客服：好的。谢谢您，先生。祝您愉快。再见。\n01:19 客户：好的。\n 如果您从此备注中删除任何数据，您还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据"
    },
    {
      "conversation_id": "57858006483865",
      "created_at": "2026-05-12T22:41:33Z",
      "sender_type": "agent",
      "author_name": "CT-Matthew",
      "channel": "voice",
      "translated_text": "外呼至 +1 (330) 833-4410\n通话详情：\n\n来自: +1 (619) 848-0676\n拨至: +1 (330) 833-4410\n通话时间: 2026-05-12 22:39:50 UTC\n拨打者: CT-Matthew\n通话时长: 1 分 42 秒\n收听录音: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAb663ea78e8216704ac82ef20e32219e3/twilio/recording"
    },
    {
      "conversation_id": "57856388318489",
      "created_at": "2026-05-12T20:12:59Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话摘要：\n 客户 Bill Raftery 误订了两个婴儿监视器，但他只需要一个。提供的订单号：JJ1678856。他请求调整订单以仅发送一个婴儿监视器。客户请求退款第二个监视器。购买是通过 PayPal 完成的。提供的联系信息：电话 330-833-4410 和邮箱 raftery.bill@gmail.com。客户期望订单更正和退款得到处理。\n 如果您从此备注中删除任何数据，您还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据"
    },
    {
      "conversation_id": "57856434613657",
      "created_at": "2026-05-12T20:12:57Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话记录：\n00:01 客户：是的。我叫 Bill Raftery，r a f t e r y。我不小心订了 2 个婴儿监视器，其实我只需要 1 个。我的订单号是 JJ1678856。我想让你们修改订单，只发 1 个婴儿监视器，并退还第二个监视器的差价。00:38 客户：我是通过 PayPal 购买的。我的号码是 3308334410，我的邮箱是 raftery, raftery,.bill@gmail.com。非常感谢。回头聊。\n 如果您从此备注中删除任何数据，您还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据"
    },
    {
      "conversation_id": "57856387318681",
      "created_at": "2026-05-12T20:12:44Z",
      "sender_type": "customer",
      "author_name": "Caller +1 (330) 833-4410",
      "channel": "voice",
      "translated_text": "来自 +1 (330) 833-4410 的语音留言\n通话详情：\n\n来自: +1 (330) 833-4410\n拨至: +1 (619) 848-0676\n通话时间: 2026-05-12 20:09:03 UTC\n地点: 美国俄亥俄州马西隆 (Massillon)\n应答者: Caller +1 (330) 833-4410\n通话时长: 3 分 40 秒\n收听录音: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe51b0e99c3903b92b90802b06becd63a/twilio/voicemail/recording"
    },
    {
      "conversation_id": "57856346467993",
      "created_at": "2026-05-12T20:09:22Z",
      "sender_type": "internal",
      "author_name": "Caller +1 (330) 833-4410",
      "channel": "voice",
      "translated_text": "来电来自: +1 (330) 833-4410\n\n拨至: +1 (619) 848-0676\n\n通话时间: 2026年5月12日 8:09:03 PM UTC"
    }
  ],
  "chinese_reading_text": "【标题】来自来电者 +1 (330) 833-4410 的语音留言\n【既有分类】订单与物流::取消部分订单\n【产品/渠道】渠道: Agent (Web/Voice/SMS)\n【客服备注】问题详情：取消部分订单\n【描述翻译】来电来自: +1 (330) 833-4410；拨至: +1 (619) 848-0676；通话时间: 2026年5月12日 8:09:03 PM UTC\n\n【会话详情】\n2026-05-12 20:09:22 [Internal/Voice]: 来电来自: +1 (330) 833-4410；拨至: +1 (619) 848-0676\n2026-05-12 20:12:44 [Customer/Voice]: 语音留言内容：客户 Bill Raftery (330-833-4410, raftery.bill@gmail.com) 误订了两个婴儿监视器 (订单 JJ1678856)，要求取消一个并退款差价至 PayPal。\n2026-05-12 22:41:33 [Agent/Voice]: 客服 Matt 外呼回电客户。\n2026-05-12 22:41:46 [Internal/Web]: 通话记录显示：客服 Matt 确认了订单号及邮箱，告知退款将在 3-5 个工作日原路退回，客户表示满意。\n2026-05-12 22:45:11 [Agent/Web]: 发送确认邮件，通知部分订单已取消及退款详情。\n2026-05-12 22:45:16 [Internal/SMS]: 系统提示由于格式问题，无法向客户发送短信通知。",
  "translation_notes": [
    "保留了订单号 JJ1678856 和所有联系方式。",
    "将 Internal notes 中的通话记录和摘要完整翻译。",
    "系统自动摘要显示客户是通过 PayPal 支付。"
  ]
}

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      "name": "Shopify::Official web"
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  "custom_status_id": 32358772428057,
  "ticket_id": 1252779,
  "assignee_id": 34818873586969,
  "created": "2026-05-12T20:09:22Z",
  "subject": "Voicemail from: Caller +1 (330) 833-4410",
  "support_type": "Agent",
  "32685292044825": "Shopify::Official web",
  "33749938239513": "electrical::Baby Monitor::BM04",
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  "ticket": {
    "id": 1252779,
    "subject": "Voicemail from: Caller +1 (...",
    "description": "Call from: +1 (330) 833-4410\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 8:09:03 PM UTC",
    "is_group_public": true,
    "status": "solved",
    "type": "incident",
    "priority": "urgent",
    "url": "https://rootglobal.zendesk.com/api/v2/tickets/1252779.json",
    "custom_status_id": 32358772428057,
    "brand_id": 32404259465241,
    "last_comment": {
      "id": 57858076437145,
      "body": "We couldn't deliver this message to (330) 833-4410. The number must be in E.164 international number formatting.",
      "created_at": "2026-05-12T22:45:16Z",
      "author_id": -1,
      "public": false
    }
  }
}

{
  "conversations": [
    {
      "id": 57858076437145,
      "type": "Comment",
      "author_id": -1,
      "body": "We couldn't deliver this message to (330) 833-4410. The number must be in E.164 international number formatting.",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\">We couldn't deliver this message to (330) 833-4410. The number must be in E.164 international number formatting.</div>",
      "plain_body": "We couldn't deliver this message to (330) 833-4410. The number must be in E.164 international number formatting.",
      "public": false,
      "attachments": [],
      "audit_id": 57858076437017,
      "locale": "en",
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "sms",
        "source": {
          "from": {},
          "to": {},
          "rel": null
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      },
      "created_at": "2026-05-12T22:45:16Z",
      "metadata": {
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          "client": "sms_service",
          "ip_address": "127.0.0.6"
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    {
      "id": 57858054197785,
      "type": "Comment",
      "author_id": 34818873586969,
      "body": "Hi,\n\nI hope you're having a great day!\n\nWe're happy to inform you that part of your order has been successfully canceled.\n\nA refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.\n\nShould you have any further questions or require additional assistance, please do not hesitate to reach out.\n\nBest regards,\n\nMomcozy Customer Support Team\n\n_Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime._\n\n_If you are satisfied with the assistance provided and the resolution of your case, we would be very grateful to receive a positive satisfaction rating to help us improve our customer service._",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi,<br>&nbsp;<br>I hope you're having a great day!<br>&nbsp;<br>We're happy to inform you that part of your order has been successfully canceled.<br>&nbsp;<br>A refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.<br>&nbsp;<br>Should you have any further questions or require additional assistance, please do not hesitate to reach out.<br>&nbsp;<br>Best regards,<br>&nbsp;<br>Momcozy Customer Support Team<br>&nbsp;<br><i>Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.</i><br>&nbsp;<br><i>If you are satisfied with the assistance provided and the resolution of your case, we would be very grateful to receive a positive satisfaction rating to help us improve our customer service.</i><br></div>",
      "plain_body": "Hi,\n&nbsp;\nI hope you're having a great day!\n&nbsp;\nWe're happy to inform you that part of your order has been successfully canceled.\n&nbsp;\nA refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.\n&nbsp;\nShould you have any further questions or require additional assistance, please do not hesitate to reach out.\n&nbsp;\nBest regards,\n&nbsp;\nMomcozy Customer Support Team\n&nbsp;\nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.\n&nbsp;\nIf you are satisfied with the assistance provided and the resolution of your case, we would be very grateful to receive a positive satisfaction rating to help us improve our customer service.",
      "public": true,
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      "locale": "en",
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      "via": {
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        "source": {
          "from": {},
          "to": {
            "address": "raftery.bill@gmail.com",
            "name": "raftery.bill"
          },
          "rel": null
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      },
      "created_at": "2026-05-12T22:45:11Z",
      "metadata": {
        "system": {
          "client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
          "ip_address": "127.0.0.6",
          "location": "Naga, 05, Philippines",
          "latitude": 13.6166,
          "longitude": 123.1804
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        "custom": {}
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    {
      "id": 57858016023321,
      "type": "Comment",
      "author_id": 34818873586969,
      "body": "Customer Communications: OB\n\nIssue Details: cancel part of the order\n\nResolution Offered: cancel and refund\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>&nbsp;<br>Issue Details: cancel part of the order&nbsp;<br>&nbsp;<br>Resolution Offered: cancel and refund&nbsp;<br>&nbsp;<br>Customer Responses: Agreed<br>&nbsp;<br>Follow-up Actions: None<br>&nbsp;<br>Escalation Details: N/A<br></div>",
      "plain_body": "Customer Communications: OB\n&nbsp;\nIssue Details: cancel part of the order&nbsp;\n&nbsp;\nResolution Offered: cancel and refund&nbsp;\n&nbsp;\nCustomer Responses: Agreed\n&nbsp;\nFollow-up Actions: None\n&nbsp;\nEscalation Details: N/A",
      "public": false,
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      "locale": "en",
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      "translations": [],
      "via": {
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        "source": {
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      "created_at": "2026-05-12T22:44:10Z",
      "metadata": {
        "system": {
          "client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
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          "longitude": 123.1804
        },
        "custom": {}
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    },
    {
      "id": 57857995983769,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call summary:**\n\n\n- Customer called Momcozy to cancel one of two baby monitors purchased under order number JJ1678856.\n- Agent Matt confirmed the order details and customer's email (raftery.bill@gmail.com).\n- Matt proceeded to cancel one baby monitor and arranged a refund.\n- Refund will be processed automatically to the original payment method within 3 to 5 business days.\n- Customer will receive a confirmation email regarding the cancellation and refund.\n- Customer expressed gratitude and had no further requests.\n- Call ended on a positive note with all customer concerns addressed.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer called Momcozy to cancel one of two baby monitors purchased under order number JJ1678856.</li><li>Agent Matt confirmed the order details and customer's email (raftery.bill@gmail.com).</li><li>Matt proceeded to cancel one baby monitor and arranged a refund.</li><li>Refund will be processed automatically to the original payment method within 3 to 5 business days.</li><li>Customer will receive a confirmation email regarding the cancellation and refund.</li><li>Customer expressed gratitude and had no further requests.</li><li>Call ended on a positive note with all customer concerns addressed.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
      "plain_body": "Call summary: \n  Customer called Momcozy to cancel one of two baby monitors purchased under order number JJ1678856.  Agent Matt confirmed the order details and customer's email (raftery.bill@gmail.com).  Matt proceeded to cancel one baby monitor and arranged a refund.  Refund will be processed automatically to the original payment method within 3 to 5 business days.  Customer will receive a confirmation email regarding the cancellation and refund.  Customer expressed gratitude and had no further requests.  Call ended on a positive note with all customer concerns addressed.  \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": 57857995983513,
      "locale": "en",
      "outbound_locale": null,
      "translations": [],
      "via": {
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        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T22:41:48Z",
      "metadata": {
        "system": {
          "client": "voice_service",
          "ip_address": "127.0.0.6"
        },
        "custom": {}
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    },
    {
      "id": 57858006931993,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call transcript:**\n\n\n**00:02** **Customer** Hello?\n**00:04** **Agent** Uh, hello, sir. Good afternoon. This is Matt from momcozy returning your call. You leave a voice mail to us regarding a baby monitor that you want to cancel 1 of them since you purchased 2. Okay, sir.\n**00:17** **Agent** Just confirming the order number, sir, that you provided in the voice mail, that is JJ1678856. Is that correct?\n**00:27** **Customer** That's correct.\n**00:29** **Agent** Okay, sir. So for this 1, sir, I can still cancel the 1 of it and proceed with the refund. Sir, could you please tell me the email address that associated with the order?\n**00:42** **Customer** It's raftery.bill@gmail.com.\n**00:49** **Agent** Okay. Thank you, sir. So, uh, the refund, sir, will automatically go back to the original payment method within 3 to 5 business days. I will be sending you, sir, a confirmation email so you have a reference regarding the cancellation of of your order 1 of your order and the refund, sir. Okay?\n**01:08** **Customer** Well, thank you so much.\n**01:10** **Agent** Mhmm. You're welcome, sir. Is there anything else that I could possibly help?\n**01:14** **Customer** Nope. That takes care of me. Thank you so much.\n**01:16** **Agent** Okay. Thank you, sir. Have a good day. Bye bye.\n**01:19** **Customer** Okay.\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;\">Hello?</td></tr><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;\">Uh, hello, sir. Good afternoon. This is Matt from momcozy returning your call. You leave a voice mail to us regarding a baby monitor that you want to cancel 1 of them since you purchased 2. Okay, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just confirming the order number, sir, that you provided in the voice mail, that is JJ1678856. Is that correct?</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;\">That's correct.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, sir. So for this 1, sir, I can still cancel the 1 of it and proceed with the refund. Sir, could you please tell me the email address that associated with the order?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's raftery.bill@gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:49</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, sir. So, uh, the refund, sir, will automatically go back to the original payment method within 3 to 5 business days. I will be sending you, sir, a confirmation email so you have a reference regarding the cancellation of of your order 1 of your order and the refund, sir. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Well, thank you so much.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. You're welcome, sir. Is there anything else that I could possibly help?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Nope. That takes care of me. Thank you so much.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, sir. Have a good day. Bye bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:19</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.</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: \n00:02CustomerHello?00:04AgentUh, hello, sir. Good afternoon. This is Matt from momcozy returning your call. You leave a voice mail to us regarding a baby monitor that you want to cancel 1 of them since you purchased 2. Okay, sir.00:17AgentJust confirming the order number, sir, that you provided in the voice mail, that is JJ1678856. Is that correct?00:27CustomerThat's correct.00:29AgentOkay, sir. So for this 1, sir, I can still cancel the 1 of it and proceed with the refund. Sir, could you please tell me the email address that associated with the order?00:42CustomerIt's raftery.bill@gmail.com.00:49AgentOkay. Thank you, sir. So, uh, the refund, sir, will automatically go back to the original payment method within 3 to 5 business days. I will be sending you, sir, a confirmation email so you have a reference regarding the cancellation of of your order 1 of your order and the refund, sir. Okay?01:08CustomerWell, thank you so much.01:10AgentMhmm. You're welcome, sir. Is there anything else that I could possibly help?01:14CustomerNope. That takes care of me. Thank you so much.01:16AgentOkay. Thank you, sir. Have a good day. Bye bye.01:19CustomerOkay.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
      "public": false,
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      "audit_id": 57858006931865,
      "locale": "en",
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "web",
        "source": {
          "from": {},
          "to": {},
          "rel": null
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      },
      "created_at": "2026-05-12T22:41:46Z",
      "metadata": {
        "system": {
          "client": "voice_service",
          "ip_address": "127.0.0.6"
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    {
      "id": 57858006483865,
      "type": "VoiceComment",
      "public": true,
      "data": {
        "from": "+16198480676",
        "to": "+13308334410",
        "recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAb663ea78e8216704ac82ef20e32219e3/twilio/recording",
        "recording_type": "call",
        "recorded": true,
        "recording_consent_action": null,
        "call_id": 57858018403481,
        "call_duration": 102,
        "answered_by_id": 34818873586969,
        "started_at": "2026-05-12T22:39:50Z",
        "location": "",
        "author_id": 34818873586969,
        "public": true,
        "brand_id": 32404259465241,
        "via_id": 35,
        "line_type": "phone",
        "answered_by_name": "CT-Matthew",
        "transcription_status": "completed"
      },
      "formatted_from": "+1 (619) 848-0676",
      "formatted_to": "+1 (330) 833-4410",
      "transcription_visible": false,
      "author_id": 34818873586969,
      "body": "Outbound call to +1 (330) 833-4410\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (330) 833-4410\nTime of call: 2026-05-12 22:39:50 UTC\nCalled by: CT-Matthew\nLength of phone call: 1 minute, 42 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAb663ea78e8216704ac82ef20e32219e3/twilio/recording\n",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Outbound call to +1 (330) 833-4410<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +1 (619) 848-0676<br>\nCall to: +1 (330) 833-4410<br>\nTime of call: 2026-05-12 22:39:50 UTC<br>\nCalled by: CT-Matthew<br>\nLength of phone call: 1 minute, 42 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAb663ea78e8216704ac82ef20e32219e3/twilio/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAb663ea78e8216704ac82ef20e32219e3/twilio/recording</a></p></div>",
      "trusted": true,
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      "created_at": "2026-05-12T22:41:33Z",
      "audit_id": 57858009526297,
      "via": {
        "channel": "voice",
        "source": {
          "rel": "outbound",
          "from": {
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          "latitude": 13.6166,
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    {
      "id": 57856388318489,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call summary:**\n\n\n- Customer Bill Raftery ordered two baby monitors by mistake but only wants one.\n- Order number provided: JJ1678856.\n- He requests to adjust the order to send only one baby monitor.\n- Customer requests a refund for the second monitor.\n- The purchase was made through PayPal.\n- Provided contact info: phone 330-833-4410 and email raftery.bill@gmail.com.\n- Customer expects the order correction and refund to be processed.\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 Bill Raftery ordered two baby monitors by mistake but only wants one.</li><li>Order number provided: JJ1678856.</li><li>He requests to adjust the order to send only one baby monitor.</li><li>Customer requests a refund for the second monitor.</li><li>The purchase was made through PayPal.</li><li>Provided contact info: phone 330-833-4410 and email raftery.bill@gmail.com.</li><li>Customer expects the order correction and refund to be processed.</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 Bill Raftery ordered two baby monitors by mistake but only wants one.  Order number provided: JJ1678856.  He requests to adjust the order to send only one baby monitor.  Customer requests a refund for the second monitor.  The purchase was made through PayPal.  Provided contact info: phone 330-833-4410 and email raftery.bill@gmail.com.  Customer expects the order correction and refund to be processed.  \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": 57856388318105,
      "locale": "en",
      "outbound_locale": null,
      "translations": [],
      "via": {
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        "source": {
          "from": {},
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          "rel": null
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      },
      "created_at": "2026-05-12T20:12:59Z",
      "metadata": {
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          "client": "voice_service",
          "ip_address": "127.0.0.6"
        },
        "custom": {}
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    {
      "id": 57856434613657,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call transcript:**\n\n\n**00:01** **Customer** Yes. My name is Bill Raftery, r a f t e r y. By mistake, I ordered 2 baby monitors, and I really only need 1. My order number is JJ1678856. I'd like to have you fix the order and just send out 1 baby monitor and refund the balance for the second monitor.\n**00:38** **Customer** I bought it through PayPal. My number is 3308334410, and my email is raftery, raftery,.bill@gmail.com. Thank you so much. Talk soon.\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>00:01</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. My name is Bill Raftery, r a f t e r y. By mistake, I ordered 2 baby monitors, and I really only need 1. My order number is JJ1678856. I'd like to have you fix the order and just send out 1 baby monitor and refund the balance for the second monitor.</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I bought it through PayPal. My number is 3308334410, and my email is raftery, raftery,.bill@gmail.com. Thank you so much. Talk soon.</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: \n00:01CustomerYes. My name is Bill Raftery, r a f t e r y. By mistake, I ordered 2 baby monitors, and I really only need 1. My order number is JJ1678856. I'd like to have you fix the order and just send out 1 baby monitor and refund the balance for the second monitor.00:38CustomerI bought it through PayPal. My number is 3308334410, and my email is raftery, raftery,.bill@gmail.com. Thank you so much. Talk soon.\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": 57856434613529,
      "locale": "en",
      "outbound_locale": null,
      "translations": [],
      "via": {
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        "source": {
          "from": {},
          "to": {},
          "rel": null
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      "created_at": "2026-05-12T20:12:57Z",
      "metadata": {
        "system": {
          "client": "voice_service",
          "ip_address": "127.0.0.6"
        },
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    {
      "id": 57856387318681,
      "type": "VoiceComment",
      "public": true,
      "data": {
        "from": "+13308334410",
        "to": "+16198480676",
        "recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe51b0e99c3903b92b90802b06becd63a/twilio/voicemail/recording",
        "recording_type": "voicemail",
        "recorded": true,
        "recording_consent_action": null,
        "call_id": 57856363802009,
        "call_duration": 220,
        "answered_by_id": 57856328329625,
        "started_at": "2026-05-12T20:09:03Z",
        "location": "Massillon, Ohio, United States",
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