提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1252856",
"subject": "Call with Caller +1 (408) 828-3347",
"description": "Call from: +1 (408) 828-3347\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 8:42:57 PM UTC",
"status": "open",
"priority": "normal",
"product_model": "milk pump::Momcozy::Air 1",
"created_at": "2026-05-12T20:43:27Z",
"updated_at": "2026-05-13T14:50:29Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "-1 FEB 03,2026",
"agents_notes": "-1 FEB 03,2026",
"category_field_id": "34154549939865",
"category_name": "CPI::Unable to power on",
"category_value": "cpi__unable_to_power_on",
"category_zh": "无法开机"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 5,
"email": 2,
"voice": 2
}
},
"messages": [
{
"conversation_id": "57888089845913",
"type": "Comment",
"created_at": "2026-05-13T14:50:29Z",
"author_id": "57856676309145",
"author_name": "phan.rachael",
"author_role": "end-user",
"sender_type": "customer",
"channel": "email",
"public": true,
"recording_type": "",
"text": "Hi, \n Pls find attached video for trouble shooting and image for SN and UDI \n IMG_7363.mov \n IMG_7364.jpeg it is fully charged but the motor is not on. Pls send the replacement of ultra slim air 1 asap to below address \n Rachael Phan 190 Checkers Dr, San Jose, CA 95116 - USA 408-828-3347 \n Thanks, Rachael"
},
{
"conversation_id": "57878116102809",
"type": "Comment",
"created_at": "2026-05-13T08:33:58Z",
"author_id": "35460307111321",
"author_name": "BL-B2B-Angel",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello,\n\nThank you for taking the time to share this with us. We are genuinely sorry to hear about the trouble you've encountered, and we truly appreciate your patience as we work together to find a solution.\n\nTo better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN. \n\nA quick troubleshooting step would be a huge help!\n\na. Please show the motor connected to the magnetic cable/charging case and let us see the indicator light. Is it showing a green light to indicate a full charge?\n\nb. Then, please disconnect it from charging. Press and hold the power button for 3 seconds – does the white indicator light turn on, and does the motor start?\n\nIf the issue continues, we’d be more than happy to offer a (1 MOTOR) replacement in any color we have in stock! Could you please provide your address information in the format below?\n\nName:\nProvince/State:\nCity:\nZip Code:\nStreet Address:\nContact Number:\n\nThank you for your trust and cooperation. We are committed to ensuring you have a positive resolution.\n\nLooking forward to your response.\n\nBest regards,\nMomcozy Customer Support Team"
},
{
"conversation_id": "57856738581657",
"type": "Comment",
"created_at": "2026-05-12T20:57:53Z",
"author_id": "57856676309145",
"author_name": "phan.rachael",
"author_role": "end-user",
"sender_type": "customer",
"channel": "email",
"public": true,
"recording_type": "",
"text": "Hi Kaysee, \n I have issue of turning on the breast pump on the left. The product type is ultra slim air 1. Pls find attached for proof of purchase and video of issue. \n Highly appreciated if this can be resolved asap as i need to pump the breast milk every 3 hours. \n \n IMG_7361.mov \n IMG_7362.png \n Thanks, Rachael"
},
{
"conversation_id": "57856682061977",
"type": "Comment",
"created_at": "2026-05-12T20:52:19Z",
"author_id": "52121526395673",
"author_name": "CT-Kaysee",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: ib\nIssue Details: unable to turn on / 1 pump\nResolution Offered: trasnfer to b2b\nCustomer Responses: agreed\nFollow-up Actions: None\nEscalation Details: N/A\n \nphan.rachael@gmail.com"
},
{
"conversation_id": "57856681414809",
"type": "Comment",
"created_at": "2026-05-12T20:51:43Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer purchased a Momcozy Ultra Slim Wearable Air 1 breast pump about 2 months ago. The left side of the breast pump will not turn on despite being fully charged. Customer bought the product through an authorized seller, Aeroflow. Agent confirmed customer's email (fan.rachel@gmail.com) and verified details of the pump model. Agent informed the customer that a specialized warranty team will assist with the issue. Customer advised to respond to the agent's email with a purchase receipt photo and a short video showing the issue. Customer concerned about needing a timely replacement due to dependence on the pump for breastfeeding. Agent reassured that the warranty team will respond within 24 business hours via email with a resolution. No further questions from the customer; call ended professionally. \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": "57856719094809",
"type": "Comment",
"created_at": "2026-05-12T20:51:40Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:02AgentHi. Thank you for calling. This is Casey from momcozy. How can I help you?00:08CustomerI bought the momcozy, like, 2 months ago, but now it looks like there is some effect on on the left side of the breast pump. I'm trying to reach out to see if there is any warranty or anything that you can help me with.00:24AgentOkay, ma'am. I am sorry, ma'am, for the inconvenience. Just to confirm, ma'am, that you have your breast pump. And just like, ma'am, the 1 pump is no suction. Is that correct, ma'am?00:35AgentI'm sorry. What is the question again? Just to confirm, ma'am, that you have your breast pump and 1 of them is no suction?00:47CustomerNo. I cannot turn it on.00:49AgentMhmm. Okay, ma'am. So it is unable to turn on. Is that correct, ma'am?00:54CustomerYes. That's correct. It's fully charged, but I cannot turn the left side 1 on.01:02AgentOkay, ma'am. May I know, ma'am, where did you purchase the product? Was it your was it on our official website?01:12CustomerYou need a patient ID?01:15AgentPatient number? No, ma'am. May I know where did you purchase the product, ma'am? The platform? Is it for from Amazon or on our official website?01:33CustomerDirectly with Aeroflow breath pump.01:39AgentMhmm. Okay, ma'am. May I have your email address, ma'am, please?01:45Customer1 second. Let me see which 1. No issue, ma'am. Phan,phan,.rachael,rachael,@gmail.com.02:12AgentOkay, ma'am. I will repeat it 1 more time, ma'am. Just correct me if I am wrong. Okay? I will spell it out man phonetically.02:22AgentMhmm. So your email address, ma'am, is p as in Peter, h as in hotel, a as in alpha, n as in Nancy Mhmm. Dot,rasinRomeo,aasinalpha,casinCharlie,hasinhotel,aasinalpha,easinecho,lasinLima,@Gmail.com. Is that correct, ma'am?02:51CustomerYeah. Fan.Rachel@Gmail.com. That's correct.02:56AgentMhmm. Okay, ma'am. Thank you for confirming that to me. Just give me 1 moment, ma'am. Okay?03:01AgentI will send to you an email, and just stay in the line, ma'am. Thank you. Okay. Yeah. Hello, ma'am.04:21AgentThank you for patiently holding. Have you received my email? Yes. Yes. If I may ask, ma'am, are you from United States?04:31CustomerI'm sorry.04:32AgentWhat is that again? Are you from United States? Yes. I am. And may I know, ma'am, what is the model of your breast pump?04:43AgentIs it m 5, m 9? It's the Ultra Air. Sorry, ma'am? What is the model of your breast pump? Hold on.04:58CustomerIt's called Ultra Slim l 1. Ultra Slim wearable air 1.05:05AgentOkay. Okay, ma'am. Thank you for that, ma'am. Yeah, ma'am. Since, ma'am, Aeroflow breast pump is 1 of our authorized seller, I just want to inform you, ma'am, that we have a specialized team here who will gonna assist you with your warranty concern.05:21AgentOkay? And just kindly expect an update within 24 business hours, ma'am. Okay? They will gonna respond to you. They will gonna email you back, ma'am, with your resolution that you deserve.05:34CustomerHold on 1 second. So you're saying that They will reach out to me? Is this through the phone call or email?05:41AgentYes, ma'am. Through email.05:44CustomerThrough email. Okay. So so05:49Agentwhat what they're going to do? And, also, ma'am yes, ma'am. Our specialized team here, ma'am, will gonna email you back, ma'am. And, also, ma'am, through the email, ma'am, that I already sent to you Mhmm. Just kindly Just kindly respond to that, ma'am, with the copy of your purchase receipt if you have.06:12AgentOkay?06:15CustomerWait. You wanted me to re reply to this email with my purchase of order?06:21AgentYes, ma'am. Just kindly take a screenshot or take a photo of the receipt if you have.06:28CustomerThe receipt. Okay.06:31AgentOkay. And, also, ma'am, a short video, ma'am, showing the issue, okay, that the left side of your breast pump, ma'am, is unable to turn on.06:42CustomerOkay.06:43AgentMhmm. Can help Okay. Do you have questions, ma'am, before we end this call? Okay. So I will expect them to reach out to me 1 day?06:56AgentYes, ma'am. Within 24 business hours, ma'am.07:00CustomerYeah. Because I'm doing this the breast pumping, so you know, right, 1 day, I don't know by when they will send me the replacement. I really need to pump the breast milk as soon as possible. Yeah,07:15Agentma'am. I truly understand that, ma'am, that you'll need that pump, ma'am, as soon as possible. But I guarantee you, ma'am, that they will gonna respond to you, ma'am, within this day or within 24 business hours, ma'am.07:29CustomerOkay. Alright. Okay. Thank you for your help.07:32AgentOkay. Thank you. Do you have question today, ma'am?07:36CustomerNo. I'm good. Thank you.07:38AgentK. Thank you. Have a nice day. Bye. Yeah.07:42AgentBye.07:43CustomerBye bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57856718640921",
"type": "VoiceComment",
"created_at": "2026-05-12T20:51:19Z",
"author_id": "52121526395673",
"author_name": "CT-Kaysee",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Inbound call from +1 (408) 828-3347\nCall Details:\n\nCall from: +1 (408) 828-3347\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 20:42:57 UTC\nLocation: San jose, California, United States\nAnswered by: CT-Kaysee\nLength of phone call: 8 minutes, 20 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA38bef87833380a42329d9869d15368ee/twilio/call/recording"
},
{
"conversation_id": "57856676312473",
"type": "Comment",
"created_at": "2026-05-12T20:47:45Z",
"author_id": "52121526395673",
"author_name": "CT-Kaysee",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello phan.rachael,\n \nWe are pleased to inform you that we have successfully received your request.\n \nWe appreciate your effort in bringing this matter to our attention and will be forwarding your inquiry to a specialized team within Momcozy for prompt and professional service. We kindly ask for your patience as we facilitate this transfer and will provide you a detailed response in 1 business day.\n \nWe thank you for your understanding and trust in Momcozy. We remain committed to delivering the highest quality of service.\n \nBest regards,\nMomcozy Customer Support Team"
},
{
"conversation_id": "57856658459033",
"type": "Comment",
"created_at": "2026-05-12T20:43:27Z",
"author_id": "57856638315929",
"author_name": "Caller +1 (408) 828-3347",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (408) 828-3347\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 8:42:57 PM UTC"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57888089845913,
"type": "Comment",
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"body": "Hi,\n\n\n\nPls find attached video for trouble shooting and image for SN and UDI\n\n\n\n \n\nIMG_7363.mov\n\n\n\n \n\nIMG_7364.jpeg\n\nit is fully charged but the motor is not on.\n\nPls send the replacement of ultra slim air 1 asap to below address\n\n\n\nRachael Phan\n\n190 Checkers Dr, San Jose, CA 95116 - USA\n\n408-828-3347\n\n\n\nThanks,\n\nRachael",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"auto\">Hi,</div><div dir=\"auto\"><br></div><div dir=\"auto\">Pls find attached video for trouble shooting and image for SN and UDI<div><div dir=\"ltr\"><div><br></div><div style=\"display: block; min-height: 56px; max-height: 500px; width: 303px; background-color: #dde3ea; border-radius: 16px; font-weight: 500; font-size: 0.875em; margin: 8px 0;\"><div style=\"display: inline-block; vertical-align: middle; margin: auto 10px; padding: 16px 0;\"><a href=\"https://drive.google.com/file/d/15W9bkEWpAuvpXuFcV5FL4brxefNlgr9z\" rel=\"noreferrer\"><img alt=\"Video File\" src=\"https://drive-thirdparty.googleusercontent.com/32/type/video/quicktime\" style=\"display: block; height: 18px; width: 18px; padding: 3px;\"></a></div><div style=\"display: inline-block; vertical-align: middle;\"><div title=\"IMG_7363.mov\" style=\"color: rgb(11,87,208);\"><a style=\"text-decoration: none; color: inherit;\" href=\"https://drive.google.com/file/d/15W9bkEWpAuvpXuFcV5FL4brxefNlgr9z\" rel=\"noreferrer\"><span style=\"display: inline-block; width: 211px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; vertical-align: middle; line-height: 56px; text-align: left;\">IMG_7363.mov</span></a></div><div><span style=\"display: none; width: 211px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; vertical-align: top; text-align: left;\"></span><span style=\"display: none; width: 211px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; vertical-align: top; text-align: left;\"></span></div></div><div style=\"display: none;\"><div></div></div></div></div><div dir=\"ltr\"><div><br></div><div style=\"display: block; min-height: 56px; max-height: 500px; width: 303px; background-color: #dde3ea; border-radius: 16px; font-weight: 500; font-size: 0.875em; margin: 8px 0;\"><div style=\"display: inline-block; vertical-align: middle; margin: auto 10px; padding: 16px 0;\"><a href=\"https://drive.google.com/file/d/191pZ4JNEFMRW36VENSsg2gH9pxx10ACi\" rel=\"noreferrer\"><img alt=\"Image\" src=\"https://drive-thirdparty.googleusercontent.com/32/type/image/jpeg\" style=\"display: block; height: 18px; width: 18px; padding: 3px;\"></a></div><div style=\"display: inline-block; vertical-align: middle;\"><div title=\"IMG_7364.jpeg\" style=\"color: rgb(11,87,208);\"><a style=\"text-decoration: none; color: inherit;\" href=\"https://drive.google.com/file/d/191pZ4JNEFMRW36VENSsg2gH9pxx10ACi\" rel=\"noreferrer\"><span style=\"display: inline-block; width: 211px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; vertical-align: middle; line-height: 56px; text-align: left;\">IMG_7364.jpeg</span></a></div><div><span style=\"display: none; width: 211px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; vertical-align: top; text-align: left;\"></span><span style=\"display: none; width: 211px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; vertical-align: top; text-align: left;\"></span></div></div><div style=\"display: none;\"><div></div></div></div></div><div dir=\"auto\">it is fully charged but the motor is not on.</div></div><div dir=\"auto\">Pls send the replacement of ultra slim air 1 asap to below address</div><div dir=\"auto\"><br></div><div dir=\"auto\">Rachael Phan</div><div dir=\"auto\">190 Checkers Dr, San Jose, CA 95116 - USA</div><div dir=\"auto\">408-828-3347</div></div><div dir=\"auto\"><br></div><div dir=\"auto\">Thanks,</div><div dir=\"auto\">Rachael<br><div dir=\"auto\"></div></div></div>",
"plain_body": "Hi, \n Pls find attached video for trouble shooting and image for SN and UDI \n IMG_7363.mov \n IMG_7364.jpeg it is fully charged but the motor is not on. Pls send the replacement of ultra slim air 1 asap to below address \n Rachael Phan 190 Checkers Dr, San Jose, CA 95116 - USA 408-828-3347 \n Thanks, Rachael",
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"address": "phan.rachael@gmail.com",
"name": "phan.rachael",
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"created_at": "2026-05-13T14:50:29Z",
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{
"id": 57878116102809,
"type": "Comment",
"author_id": 35460307111321,
"body": "Hello,\n\nThank you for taking the time to share this with us. We are genuinely sorry to hear about the trouble you've encountered, and we truly appreciate your patience as we work together to find a solution.\n\nTo better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n\nA quick troubleshooting step would be a huge help!\n\na. Please show the motor connected to the magnetic cable/charging case and let us see the indicator light. Is it showing a green light to indicate a full charge?\n\nb. Then, please disconnect it from charging. Press and hold the power button for 3 seconds – does the white indicator light turn on, and does the motor start?\n\nIf the issue continues, we’d be more than happy to offer a (1 MOTOR) replacement in any color we have in stock! Could you please provide your address information in the format below?\n\nName:\nProvince/State:\nCity:\nZip Code:\nStreet Address:\nContact Number:\n\nThank you for your trust and cooperation. We are committed to ensuring you have a positive resolution.\n\nLooking forward to your response.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br><br>Thank you for taking the time to share this with us. We are genuinely sorry to hear about the trouble you've encountered, and we truly appreciate your patience as we work together to find a solution.<br><br>To better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN. <br><br>A quick troubleshooting step would be a huge help!<br><br>a. Please show the motor connected to the magnetic cable/charging case and let us see the indicator light. Is it showing a green light to indicate a full charge?<br><br>b. Then, please disconnect it from charging. Press and hold the power button for 3 seconds – does the white indicator light turn on, and does the motor start?<br><br>If the issue continues, we’d be more than happy to offer a (1 MOTOR) replacement in any color we have in stock! Could you please provide your address information in the format below?<br><br>Name:<br>Province/State:<br>City:<br>Zip Code:<br>Street Address:<br>Contact Number:<br><br>Thank you for your trust and cooperation. We are committed to ensuring you have a positive resolution.<br><br>Looking forward to your response.<br><br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello,\n\nThank you for taking the time to share this with us. We are genuinely sorry to hear about the trouble you've encountered, and we truly appreciate your patience as we work together to find a solution.\n\nTo better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN. \n\nA quick troubleshooting step would be a huge help!\n\na. Please show the motor connected to the magnetic cable/charging case and let us see the indicator light. Is it showing a green light to indicate a full charge?\n\nb. Then, please disconnect it from charging. Press and hold the power button for 3 seconds – does the white indicator light turn on, and does the motor start?\n\nIf the issue continues, we’d be more than happy to offer a (1 MOTOR) replacement in any color we have in stock! Could you please provide your address information in the format below?\n\nName:\nProvince/State:\nCity:\nZip Code:\nStreet Address:\nContact Number:\n\nThank you for your trust and cooperation. We are committed to ensuring you have a positive resolution.\n\nLooking forward to your response.\n\nBest regards,\nMomcozy Customer Support Team",
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{
"id": 57856738581657,
"type": "Comment",
"author_id": 57856676309145,
"body": "Hi Kaysee,\n\n\n\nI have issue of turning on the breast pump on the left. The product type is ultra slim air 1. Pls find attached for proof of purchase and video of issue.\n\n\n\nHighly appreciated if this can be resolved asap as i need to pump the breast milk every 3 hours.\n\n\n\n\n\n \n\nIMG_7361.mov\n\n\n\n \n\nIMG_7362.png\n\n\n\nThanks,\n\nRachael",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"auto\">Hi Kaysee,</div><div dir=\"auto\"><br></div><div dir=\"auto\">I have issue of turning on the breast pump on the left. The product type is ultra slim air 1. Pls find attached for proof of purchase and video of issue.</div><div dir=\"auto\"><br></div><div dir=\"auto\">Highly appreciated if this can be resolved asap as i need to pump the breast milk every 3 hours.</div><div dir=\"auto\"><br></div><div dir=\"auto\"><div><div dir=\"ltr\"><div><br></div><div style=\"display: block; min-height: 56px; max-height: 500px; width: 303px; border-radius: 16px; font-weight: 500; font-size: 0.875em; background-color: rgb(221,227,234); margin: 8px 0px;\"><div style=\"display: inline-block; vertical-align: middle; margin: auto 10px; padding: 16px 0px;\"><a href=\"https://drive.google.com/file/d/10ZzohHZHefZUhOvaHIcsUSv7JSqhWDnZ\" rel=\"noreferrer\"><img alt=\"Video File\" src=\"https://drive-thirdparty.googleusercontent.com/32/type/video/quicktime\" style=\"display: block; height: 18px; width: 18px; padding: 3px;\"></a></div><div style=\"display: inline-block; vertical-align: middle;\"><div title=\"IMG_7361.mov\" style=\"color: rgb(11,87,208);\"><a style=\"text-decoration: none; color: inherit;\" href=\"https://drive.google.com/file/d/10ZzohHZHefZUhOvaHIcsUSv7JSqhWDnZ\" rel=\"noreferrer\"><span style=\"display: inline-block; width: 211px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; vertical-align: middle; line-height: 56px; text-align: left;\">IMG_7361.mov</span></a></div><div><span style=\"display: none; width: 211px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; vertical-align: top; text-align: left;\"></span><span style=\"display: none; width: 211px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; vertical-align: top; text-align: left;\"></span></div></div><div style=\"display: none;\"><div></div></div></div></div><div dir=\"ltr\"><div><br></div><div style=\"display: block; min-height: 56px; max-height: 500px; width: 303px; border-radius: 16px; font-weight: 500; font-size: 0.875em; background-color: rgb(221,227,234); margin: 8px 0px;\"><div style=\"display: inline-block; vertical-align: middle; margin: auto 10px; padding: 16px 0px;\"><a href=\"https://drive.google.com/file/d/11DXz3aguVa-STS01vfA8BJFb-0EWit72\" rel=\"noreferrer\"><img alt=\"Image\" src=\"https://drive-thirdparty.googleusercontent.com/32/type/image/png\" style=\"display: block; height: 18px; width: 18px; padding: 3px;\"></a></div><div style=\"display: inline-block; vertical-align: middle;\"><div title=\"IMG_7362.png\" style=\"color: rgb(11,87,208);\"><a style=\"text-decoration: none; color: inherit;\" href=\"https://drive.google.com/file/d/11DXz3aguVa-STS01vfA8BJFb-0EWit72\" rel=\"noreferrer\"><span style=\"display: inline-block; width: 211px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; vertical-align: middle; line-height: 56px; text-align: left;\">IMG_7362.png</span></a></div><div><span style=\"display: none; width: 211px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; vertical-align: top; text-align: left;\"></span><span style=\"display: none; width: 211px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; vertical-align: top; text-align: left;\"></span></div></div><div style=\"display: none;\"><div></div></div></div></div><div><br></div><div dir=\"auto\">Thanks,</div><div dir=\"auto\">Rachael</div></div><br></div><div><br><div></div></div></div>",
"plain_body": "Hi Kaysee, \n I have issue of turning on the breast pump on the left. The product type is ultra slim air 1. Pls find attached for proof of purchase and video of issue. \n Highly appreciated if this can be resolved asap as i need to pump the breast milk every 3 hours. \n \n IMG_7361.mov \n IMG_7362.png \n Thanks, Rachael",
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"body": "Customer Communications: ib\nIssue Details: unable to turn on / 1 pump\nResolution Offered: trasnfer to b2b\nCustomer Responses: agreed\nFollow-up Actions: None\nEscalation Details: N/A\n\nphan.rachael@gmail.com",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: ib<br>Issue Details: unable to turn on / 1 pump<br>Resolution Offered: trasnfer to b2b<br>Customer Responses: agreed<br>Follow-up Actions: None<br>Escalation Details: N/A<br> <br><a href=\"mailto:phan.rachael@gmail.com\" rel=\"noreferrer\">phan.rachael@gmail.com</a><br></div>",
"plain_body": "Customer Communications: ib\nIssue Details: unable to turn on / 1 pump\nResolution Offered: trasnfer to b2b\nCustomer Responses: agreed\nFollow-up Actions: None\nEscalation Details: N/A\n \nphan.rachael@gmail.com",
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"created_at": "2026-05-12T20:52:19Z",
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"body": "#### **Call summary:**\n\n\n- Customer purchased a Momcozy Ultra Slim Wearable Air 1 breast pump about 2 months ago.\n- The left side of the breast pump will not turn on despite being fully charged.\n- Customer bought the product through an authorized seller, Aeroflow.\n- Agent confirmed customer's email (fan.rachel@gmail.com) and verified details of the pump model.\n- Agent informed the customer that a specialized warranty team will assist with the issue.\n- Customer advised to respond to the agent's email with a purchase receipt photo and a short video showing the issue.\n- Customer concerned about needing a timely replacement due to dependence on the pump for breastfeeding.\n- Agent reassured that the warranty team will respond within 24 business hours via email with a resolution.\n- No further questions from the customer; call ended professionally.\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 a Momcozy Ultra Slim Wearable Air 1 breast pump about 2 months ago.</li><li>The left side of the breast pump will not turn on despite being fully charged.</li><li>Customer bought the product through an authorized seller, Aeroflow.</li><li>Agent confirmed customer's email (fan.rachel@gmail.com) and verified details of the pump model.</li><li>Agent informed the customer that a specialized warranty team will assist with the issue.</li><li>Customer advised to respond to the agent's email with a purchase receipt photo and a short video showing the issue.</li><li>Customer concerned about needing a timely replacement due to dependence on the pump for breastfeeding.</li><li>Agent reassured that the warranty team will respond within 24 business hours via email with a resolution.</li><li>No further questions from the customer; call ended professionally.</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 purchased a Momcozy Ultra Slim Wearable Air 1 breast pump about 2 months ago. The left side of the breast pump will not turn on despite being fully charged. Customer bought the product through an authorized seller, Aeroflow. Agent confirmed customer's email (fan.rachel@gmail.com) and verified details of the pump model. Agent informed the customer that a specialized warranty team will assist with the issue. Customer advised to respond to the agent's email with a purchase receipt photo and a short video showing the issue. Customer concerned about needing a timely replacement due to dependence on the pump for breastfeeding. Agent reassured that the warranty team will respond within 24 business hours via email with a resolution. No further questions from the customer; call ended professionally. \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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"created_at": "2026-05-12T20:51:43Z",
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"body": "#### **Call transcript:**\n\n\n**00:02** **Agent** Hi. Thank you for calling. This is Casey from momcozy. How can I help you?\n**00:08** **Customer** I bought the momcozy, like, 2 months ago, but now it looks like there is some effect on on the left side of the breast pump. I'm trying to reach out to see if there is any warranty or anything that you can help me with.\n**00:24** **Agent** Okay, ma'am. I am sorry, ma'am, for the inconvenience. Just to confirm, ma'am, that you have your breast pump. And just like, ma'am, the 1 pump is no suction. Is that correct, ma'am?\n**00:35** **Agent** I'm sorry. What is the question again? Just to confirm, ma'am, that you have your breast pump and 1 of them is no suction?\n**00:47** **Customer** No. I cannot turn it on.\n**00:49** **Agent** Mhmm. Okay, ma'am. So it is unable to turn on. Is that correct, ma'am?\n**00:54** **Customer** Yes. That's correct. It's fully charged, but I cannot turn the left side 1 on.\n**01:02** **Agent** Okay, ma'am. May I know, ma'am, where did you purchase the product? Was it your was it on our official website?\n**01:12** **Customer** You need a patient ID?\n**01:15** **Agent** Patient number? No, ma'am. May I know where did you purchase the product, ma'am? The platform? Is it for from Amazon or on our official website?\n**01:33** **Customer** Directly with Aeroflow breath pump.\n**01:39** **Agent** Mhmm. Okay, ma'am. May I have your email address, ma'am, please?\n**01:45** **Customer** 1 second. Let me see which 1. No issue, ma'am. Phan,phan,.rachael,rachael,@gmail.com.\n**02:12** **Agent** Okay, ma'am. I will repeat it 1 more time, ma'am. Just correct me if I am wrong. Okay? I will spell it out man phonetically.\n**02:22** **Agent** Mhmm. So your email address, ma'am, is p as in Peter, h as in hotel, a as in alpha, n as in Nancy Mhmm. Dot,rasinRomeo,aasinalpha,casinCharlie,hasinhotel,aasinalpha,easinecho,lasinLima,@Gmail.com. Is that correct, ma'am?\n**02:51** **Customer** Yeah. Fan.Rachel@Gmail.com. That's correct.\n**02:56** **Agent** Mhmm. Okay, ma'am. Thank you for confirming that to me. Just give me 1 moment, ma'am. Okay?\n**03:01** **Agent** I will send to you an email, and just stay in the line, ma'am. Thank you. Okay. Yeah. Hello, ma'am.\n**04:21** **Agent** Thank you for patiently holding. Have you received my email? Yes. Yes. If I may ask, ma'am, are you from United States?\n**04:31** **Customer** I'm sorry.\n**04:32** **Agent** What is that again? Are you from United States? Yes. I am. And may I know, ma'am, what is the model of your breast pump?\n**04:43** **Agent** Is it m 5, m 9? It's the Ultra Air. Sorry, ma'am? What is the model of your breast pump? Hold on.\n**04:58** **Customer** It's called Ultra Slim l 1. Ultra Slim wearable air 1.\n**05:05** **Agent** Okay. Okay, ma'am. Thank you for that, ma'am. Yeah, ma'am. Since, ma'am, Aeroflow breast pump is 1 of our authorized seller, I just want to inform you, ma'am, that we have a specialized team here who will gonna assist you with your warranty concern.\n**05:21** **Agent** Okay? And just kindly expect an update within 24 business hours, ma'am. Okay? They will gonna respond to you. They will gonna email you back, ma'am, with your resolution that you deserve.\n**05:34** **Customer** Hold on 1 second. So you're saying that They will reach out to me? Is this through the phone call or email?\n**05:41** **Agent** Yes, ma'am. Through email.\n**05:44** **Customer** Through email. Okay. So so\n**05:49** **Agent** what what they're going to do? And, also, ma'am yes, ma'am. Our specialized team here, ma'am, will gonna email you back, ma'am. And, also, ma'am, through the email, ma'am, that I already sent to you Mhmm. Just kindly Just kindly respond to that, ma'am, with the copy of your purchase receipt if you have.\n**06:12** **Agent** Okay?\n**06:15** **Customer** Wait. You wanted me to re reply to this email with my purchase of order?\n**06:21** **Agent** Yes, ma'am. Just kindly take a screenshot or take a photo of the receipt if you have.\n**06:28** **Customer** The receipt. Okay.\n**06:31** **Agent** Okay. And, also, ma'am, a short video, ma'am, showing the issue, okay, that the left side of your breast pump, ma'am, is unable to turn on.\n**06:42** **Customer** Okay.\n**06:43** **Agent** Mhmm. Can help Okay. Do you have questions, ma'am, before we end this call? Okay. So I will expect them to reach out to me 1 day?\n**06:56** **Agent** Yes, ma'am. Within 24 business hours, ma'am.\n**07:00** **Customer** Yeah. Because I'm doing this the breast pumping, so you know, right, 1 day, I don't know by when they will send me the replacement. I really need to pump the breast milk as soon as possible. Yeah,\n**07:15** **Agent** ma'am. I truly understand that, ma'am, that you'll need that pump, ma'am, as soon as possible. But I guarantee you, ma'am, that they will gonna respond to you, ma'am, within this day or within 24 business hours, ma'am.\n**07:29** **Customer** Okay. Alright. Okay. Thank you for your help.\n**07:32** **Agent** Okay. Thank you. Do you have question today, ma'am?\n**07:36** **Customer** No. I'm good. Thank you.\n**07:38** **Agent** K. Thank you. Have a nice day. Bye. Yeah.\n**07:42** **Agent** Bye.\n**07:43** **Customer** Bye bye.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. Thank you for calling. This is Casey from momcozy. How can I help you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I bought the momcozy, like, 2 months ago, but now it looks like there is some effect on on the left side of the breast pump. I'm trying to reach out to see if there is any warranty or anything that you can help me with.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. I am sorry, ma'am, for the inconvenience. Just to confirm, ma'am, that you have your breast pump. And just like, ma'am, the 1 pump is no suction. Is that correct, ma'am?</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm sorry. What is the question again? Just to confirm, ma'am, that you have your breast pump and 1 of them is no suction?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. I cannot turn it on.</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;\">Mhmm. Okay, ma'am. So it is unable to turn on. Is that correct, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:54</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. That's correct. It's fully charged, but I cannot turn the left side 1 on.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. May I know, ma'am, where did you purchase the product? Was it your was it on our official website?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:12</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You need a patient ID?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Patient number? No, ma'am. May I know where did you purchase the product, ma'am? The platform? Is it for from Amazon or on our official website?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:33</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Directly with Aeroflow breath pump.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Okay, ma'am. May I have your email address, ma'am, please?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">1 second. Let me see which 1. No issue, ma'am. Phan,phan,.rachael,rachael,@gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:12</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. I will repeat it 1 more time, ma'am. Just correct me if I am wrong. Okay? I will spell it out man phonetically.</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;\">Mhmm. So your email address, ma'am, is p as in Peter, h as in hotel, a as in alpha, n as in Nancy Mhmm. Dot,rasinRomeo,aasinalpha,casinCharlie,hasinhotel,aasinalpha,easinecho,lasinLima,@Gmail.com. Is that correct, ma'am?</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Fan.Rachel@Gmail.com. That's correct.</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. Okay, ma'am. Thank you for confirming that to me. Just give me 1 moment, ma'am. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I will send to you an email, and just stay in the line, ma'am. Thank you. Okay. Yeah. Hello, ma'am.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you for patiently holding. Have you received my email? Yes. Yes. If I may ask, ma'am, are you from United States?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm sorry.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">What is that again? Are you from United States? Yes. I am. And may I know, ma'am, what is the model of your breast pump?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Is it m 5, m 9? It's the Ultra Air. Sorry, ma'am? What is the model of your breast pump? Hold on.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's called Ultra Slim l 1. Ultra Slim wearable air 1.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Okay, ma'am. Thank you for that, ma'am. Yeah, ma'am. Since, ma'am, Aeroflow breast pump is 1 of our authorized seller, I just want to inform you, ma'am, that we have a specialized team here who will gonna assist you with your warranty concern.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay? And just kindly expect an update within 24 business hours, ma'am. Okay? They will gonna respond to you. They will gonna email you back, ma'am, with your resolution that you deserve.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hold on 1 second. So you're saying that They will reach out to me? Is this through the phone call or email?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Through email.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Through email. Okay. So so</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:49</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">what what they're going to do? And, also, ma'am yes, ma'am. Our specialized team here, ma'am, will gonna email you back, ma'am. And, also, ma'am, through the email, ma'am, that I already sent to you Mhmm. Just kindly Just kindly respond to that, ma'am, with the copy of your purchase receipt if you have.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Wait. You wanted me to re reply to this email with my purchase of order?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Just kindly take a screenshot or take a photo of the receipt if you have.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:28</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 receipt. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. And, also, ma'am, a short video, ma'am, showing the issue, okay, that the left side of your breast pump, ma'am, is unable to turn on.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:43</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. Can help Okay. Do you have questions, ma'am, before we end this call? Okay. So I will expect them to reach out to me 1 day?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Within 24 business hours, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Because I'm doing this the breast pumping, so you know, right, 1 day, I don't know by when they will send me the replacement. I really need to pump the breast milk as soon as possible. Yeah,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">ma'am. I truly understand that, ma'am, that you'll need that pump, ma'am, as soon as possible. But I guarantee you, ma'am, that they will gonna respond to you, ma'am, within this day or within 24 business hours, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Alright. Okay. Thank you for your help.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:32</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. Do you have question today, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. I'm good. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:38</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">K. Thank you. Have a nice day. Bye. Yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">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: \n00:02AgentHi. Thank you for calling. This is Casey from momcozy. How can I help you?00:08CustomerI bought the momcozy, like, 2 months ago, but now it looks like there is some effect on on the left side of the breast pump. I'm trying to reach out to see if there is any warranty or anything that you can help me with.00:24AgentOkay, ma'am. I am sorry, ma'am, for the inconvenience. Just to confirm, ma'am, that you have your breast pump. And just like, ma'am, the 1 pump is no suction. Is that correct, ma'am?00:35AgentI'm sorry. What is the question again? Just to confirm, ma'am, that you have your breast pump and 1 of them is no suction?00:47CustomerNo. I cannot turn it on.00:49AgentMhmm. Okay, ma'am. So it is unable to turn on. Is that correct, ma'am?00:54CustomerYes. That's correct. It's fully charged, but I cannot turn the left side 1 on.01:02AgentOkay, ma'am. May I know, ma'am, where did you purchase the product? Was it your was it on our official website?01:12CustomerYou need a patient ID?01:15AgentPatient number? No, ma'am. May I know where did you purchase the product, ma'am? The platform? Is it for from Amazon or on our official website?01:33CustomerDirectly with Aeroflow breath pump.01:39AgentMhmm. Okay, ma'am. May I have your email address, ma'am, please?01:45Customer1 second. Let me see which 1. No issue, ma'am. Phan,phan,.rachael,rachael,@gmail.com.02:12AgentOkay, ma'am. I will repeat it 1 more time, ma'am. Just correct me if I am wrong. Okay? I will spell it out man phonetically.02:22AgentMhmm. So your email address, ma'am, is p as in Peter, h as in hotel, a as in alpha, n as in Nancy Mhmm. Dot,rasinRomeo,aasinalpha,casinCharlie,hasinhotel,aasinalpha,easinecho,lasinLima,@Gmail.com. Is that correct, ma'am?02:51CustomerYeah. Fan.Rachel@Gmail.com. That's correct.02:56AgentMhmm. Okay, ma'am. Thank you for confirming that to me. Just give me 1 moment, ma'am. Okay?03:01AgentI will send to you an email, and just stay in the line, ma'am. Thank you. Okay. Yeah. Hello, ma'am.04:21AgentThank you for patiently holding. Have you received my email? Yes. Yes. If I may ask, ma'am, are you from United States?04:31CustomerI'm sorry.04:32AgentWhat is that again? Are you from United States? Yes. I am. And may I know, ma'am, what is the model of your breast pump?04:43AgentIs it m 5, m 9? It's the Ultra Air. Sorry, ma'am? What is the model of your breast pump? Hold on.04:58CustomerIt's called Ultra Slim l 1. Ultra Slim wearable air 1.05:05AgentOkay. Okay, ma'am. Thank you for that, ma'am. Yeah, ma'am. Since, ma'am, Aeroflow breast pump is 1 of our authorized seller, I just want to inform you, ma'am, that we have a specialized team here who will gonna assist you with your warranty concern.05:21AgentOkay? And just kindly expect an update within 24 business hours, ma'am. Okay? They will gonna respond to you. They will gonna email you back, ma'am, with your resolution that you deserve.05:34CustomerHold on 1 second. So you're saying that They will reach out to me? Is this through the phone call or email?05:41AgentYes, ma'am. Through email.05:44CustomerThrough email. Okay. So so05:49Agentwhat what they're going to do? And, also, ma'am yes, ma'am. Our specialized team here, ma'am, will gonna email you back, ma'am. And, also, ma'am, through the email, ma'am, that I already sent to you Mhmm. Just kindly Just kindly respond to that, ma'am, with the copy of your purchase receipt if you have.06:12AgentOkay?06:15CustomerWait. You wanted me to re reply to this email with my purchase of order?06:21AgentYes, ma'am. Just kindly take a screenshot or take a photo of the receipt if you have.06:28CustomerThe receipt. Okay.06:31AgentOkay. And, also, ma'am, a short video, ma'am, showing the issue, okay, that the left side of your breast pump, ma'am, is unable to turn on.06:42CustomerOkay.06:43AgentMhmm. Can help Okay. Do you have questions, ma'am, before we end this call? Okay. So I will expect them to reach out to me 1 day?06:56AgentYes, ma'am. Within 24 business hours, ma'am.07:00CustomerYeah. Because I'm doing this the breast pumping, so you know, right, 1 day, I don't know by when they will send me the replacement. I really need to pump the breast milk as soon as possible. Yeah,07:15Agentma'am. I truly understand that, ma'am, that you'll need that pump, ma'am, as soon as possible. But I guarantee you, ma'am, that they will gonna respond to you, ma'am, within this day or within 24 business hours, ma'am.07:29CustomerOkay. Alright. Okay. Thank you for your help.07:32AgentOkay. Thank you. Do you have question today, ma'am?07:36CustomerNo. I'm good. Thank you.07:38AgentK. Thank you. Have a nice day. Bye. Yeah.07:42AgentBye.07:43CustomerBye bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"body": "Hello phan.rachael,\n\nWe are pleased to inform you that we have successfully received your request.\n\nWe appreciate your effort in bringing this matter to our attention and will be forwarding your inquiry to a specialized team within Momcozy for prompt and professional service. We kindly ask for your patience as we facilitate this transfer and will provide you a detailed response in 1 business day.\n\nWe thank you for your understanding and trust in Momcozy. We remain committed to delivering the highest quality of service.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello phan.rachael,<br> <br>We are pleased to inform you that we have successfully received your request.<br> <br>We appreciate your effort in bringing this matter to our attention and will be forwarding your inquiry to a specialized team within Momcozy for prompt and professional service. We kindly ask for your patience as we facilitate this transfer and will provide you a detailed response in 1 business day.<br> <br>We thank you for your understanding and trust in Momcozy. We remain committed to delivering the highest quality of service.<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
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