提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1255079",
"subject": "Call with Caller +1 (610) 360-4774",
"description": "Call from: +1 (610) 360-4774\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 1:27:35 PM UTC",
"status": "solved",
"priority": "normal",
"product_model": "milk pump::Momcozy::M9",
"created_at": "2026-05-13T13:27:48Z",
"updated_at": "2026-05-13T13:45:47Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "unable to charge/ turn on/ TBS\nwants to change into v2 pro\ntrujilloliliana2025@gmail.com\ncx cant upload the video",
"agents_notes": "unable to charge/ turn on/ TBS\nwants to change into v2 pro\ntrujilloliliana2025@gmail.com\ncx cant upload the video",
"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,
"voice": 2,
"email": 1
}
},
"messages": [
{
"conversation_id": "57886821641881",
"type": "Comment",
"created_at": "2026-05-13T13:45:47Z",
"author_id": "42731096400153",
"author_name": "CT-Krizell",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello,\n \nThank you so much for your time today and for your patience and understanding. We truly appreciate the opportunity to assist you, and we’re glad we could help address your concern.\n \nIf you have a moment, we’d be grateful if you could share your experience with our customer service through the short survey you’ll receive after the call. We hope your experience with us today was a positive one, and your feedback would truly mean a lot to our team.\n \nThank you again for choosing Momcozy. Please don’t hesitate to reach out if you need any further assistance—we’re always here to help.\n \nWarm regards,\nMomcozy Support Team"
},
{
"conversation_id": "57886809477657",
"type": "Comment",
"created_at": "2026-05-13T13:45:17Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer Liliana Trujillo previously received a replacement breast pump (V2Pro) from Momcozy in February or March due to malfunction of the original unit (M9 model). The replacement pump is now not charging or turning on, with no indicator light when plugged in. The pump is still under warranty. Customer prefers a replacement of the V2Pro pump rather than a refund. Agent requested the serial number from a QR code on the pump, along with a short video showing the issue; customer had difficulty sending the video due to size but is willing to use WeTransfer. Agent confirmed shipping address and processed the replacement order. Delivery expected within 1 to 3 business days via Amazon shipping. Return instructions and label for the defective pump will be communicated later via email, possibly within 1-2 weeks. Customer was satisfied with the assistance provided, and agent thanked her for cooperation. \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": "57886819405337",
"type": "Comment",
"created_at": "2026-05-13T13:45:13Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
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"text": "Call transcript: \n00:02AgentHello. Good morning. This is from momcozy. How can I help you? Hi.00:06AgentGood morning. Um, my name is Liliana Trujillo. Um, so I I do I do apologize. I'm not00:14Customersure how to word this. But back in, like,00:17AgentFebruary or March, I had informed you guys that the breast pump I had bought was not working properly, and you also kindly sent me another pump. And now the pump that you guys had forwarded to me back in late February, early March Uh-huh. The modem's not working. Is it I'm I'm not sure. It's, the it's the v 2 that that power pump or modem.00:52AgentIt's no longer charging or turning on. Okay. I see, ma'am. So when you have said, ma'am, that it is not charging, when you plug it in in the charging cable, there is no light indicator anymore, ma'am? Let me check for you.01:08Agent1 second. Okay. Thank you, ma'am. Okay. Okay.01:18AgentPlug it in. Yeah. It's not turning on. Alrighty, ma'am. So first of all, ma'am, we are very sorry again, ma'am, for the inconvenience of this pump.01:38AgentAnd you have mentioned, ma'am, that this is already, like, a replacement pump that we provided to you last February or March. So for this 1, ma'am correct. Okay. And if you are able, ma'am, to provide me right now the order number, I can provide you, ma'am, whether a replacement or a full refund for that product since this is, again, a bulk function for your in your part, ma'am. Okay.02:07AgentAnd just give me 1 moment. Alright, miss. Just my first 1. Okay. Let's see.02:29CustomerI apologize for the wait. I'm just trying to find the email that was forwarded to me.02:34AgentOkay, ma'am. No worries. But can I have just, ma'am, your email address so I can just check your conversation here in my end? Absolutely. It's Trujillo, t r u j I l l o, liliana,liliana,2025@Gmail.com.03:05AgentOkay. Again, ma'am, the first letter, it is t for Tom? Yes. Okay. Let me just find it.03:15AgentAgain, ma'am, it is Gmail dot com? Yes. Okay. Let me just find the conversation, ma'am, and please stay on the line.03:25CustomerOh, so the conversation was back in February 6.03:28AgentI don't know if an order number was provided to me, though. Ah, okay. It's okay, ma'am. I will gonna figure it out for you, ma'am. Thank you.04:25AgentHello, ma'am? Yes. Alrighty, ma'am. So I already found your conversation and found also the order number. So, originally, ma'am, your pump is M9, and you've just, uh, exchanged it to V2Pro, ma'am.04:42AgentIs that correct? Yes. That is correct. Okay. So for this 1, ma'am, it is still under our warranty.04:50AgentSo which 1 do you prefer, ma'am? You wanted a another replacement, ma'am, or a full refund? May I just have the replacement, please? That I'd appreciate it. Sure, ma'am.05:04AgentNo worries for that. Is it for M9, ma'am, or for, again, V2Pro?05:10CustomerThe B2Pro, please.05:12AgentOkay. No worries. And I have here, ma'am, your shipping address. Can you confirm that once again, ma'am, so I'm gonna use shop also? It's 711 Lynn Avenue, Bethlehem, PA 18015.05:31AgentOkay. And for the full name, ma'am, it is the same? Liliana and Trujillo, ma'am? Yes. Okay.05:41AgentSo, ma'am, before I process the replacement, I'm gonna first send you an email. So could you please, ma'am, send me the serial number of this pump? I know, ma'am, that you can locate it at the back of the motor. There is a QR code. So I need you, ma'am, to scan that 1.06:02AgentAnd if you are unable, ma'am, to scan it, you can just kindly take a clear photo, ma'am, and attach it here in the email. Okay. 1 moment. I'll happily get that for you. Okay, ma'am.06:17AgentThank you. And if I may ask, ma'am, are you able, ma'am, to record a short video, like, showing the pump it is not charging? Like, 5 to 10 seconds only. Sure. Okay.06:30AgentOkay. Perfect, ma'am.06:32CustomerNot scanning, so I'll happily send a photo of the QR code. Oh, wait. Never mind. I got it.06:41AgentOkay, ma'am. Sorry. I just sent you an email, ma'am.06:46CustomerOh, okay. I do have the number that's listed.06:53AgentOkay. Let's just copy and paste it, ma'am, and attach it here in the email. So as you can see, ma'am, in the email, it is about your shipping address so you don't have to fill up those information since I already have it here, ma'am. Just kindly copy and paste the serial number, ma'am, along with the video of the pump, ma'am. Okay.07:17Agent1 moment. Give them a hold on. 1 sec. Hey, guys. Can I your07:25Customerphone to record this, And07:29Agentthen you send me the video? Yeah. It's recording.07:44CustomerOkay. They just need to see that it's not turning on.07:49AgentOkay. Yeah. Okay. Not turning off. Good.07:53AgentAlright. And then just send that to07:54Customerme because I'm not able to record since I'm on call.08:27AgentOkay.08:52CustomerOkay. So then I just got your email, so I'm just08:55Agentgoing to reply to it. Correct? Yes, ma'am. Just kindly reply into this email. So, again, ma'am, we are we are going to process a b 2 pro in your end.09:06AgentCorrect, ma'am? Yes, please. Okay. Alright. No worries for that, ma'am.09:19CustomerOkay. For some reason, the video is too large for me to send it. Is there another way for me to forward it?09:28AgentReally, ma'am. So for that 1, ma'am, you can try the wetransfer.com so you can upload, ma'am, the the video in there, ma'am, and copy the link and send it here in the email. But if you aren't able to do that again, it's okay, ma'am. You don't have to send the video. No.09:52AgentThat's okay. I'm happy09:53Customerto send a video to you guys for your record. Thank you, ma'am. That website?10:01AgentAgain, ma'am, wetransfer.com. Wetransfer? Yeah. I'm sorry. Is it called asinwe,thentransfer.com.10:17AgentOh, okay. Thank you. Yes. As far as well. Thank you.10:22AgentI appreciate it. Okay. Let's see. 3. Okay.11:52CustomerAnd then what's it's asking for your email address.12:00AgentSorry, ma'am. Could you please repeat that for me?12:03CustomerSo the the WeTransfer app is asking for the email address I'm gonna send it to.12:12AgentYes. Don't you see, ma'am, like, any copy link at the bottom, ma'am?12:18CustomerLet me see.12:23AgentOkay. I'm just gonna do this instead. It's not working for me. 1 moment. Okay.12:43AgentSure, ma'am. But if you're unable really to upload the video, it's okay, ma'am. I really understand, ma'am. No worries for that. Okay.12:56AgentOkay. Thank you so much, ma'am, for your effort. And just kindly copy and paste, ma'am, the, sorry, the serial number, ma'am. Okay. That was forwarded.13:11AgentOkay. Thank you so much, ma'am. And are you able, ma'am, to stay on the line? I'm just going to process the replacement 1 once again. Absolutely.13:22AgentOkay. Thank you, ma'am. Hello, ma'am? Yes. Alrighty, ma'am.14:52AgentI am already done with the process of this replacement and sent you, ma'am, the confirmation email about it. So for this 1, ma'am, once again, kindly wait for this to be delivered within 3 to 7 business days, ma'am. But since this is coming from Amazon, ma'am, just kindly expect it to be delivered sooner than that, like, within 1 to 3 business days. Okay. Thank you.15:18AgentAnd just15:19Customerout of curiosity, do you want15:20Agentme to send the damaged 1 back? Mhmm. For that 1, ma'am, we're gonna update you in the email, ma'am, if that will be needed to return to our warehouse. So our higher support, ma'am, gonna send you the return label maybe after a week or 2. But, yeah, ma'am, I will update or we will update you in the email.15:42AgentSo for now, ma'am, kindly expect this to be delivered sooner, ma'am, and kindly monitor your deliveries.15:50CustomerOkay. Thank you so much. I appreciate it.15:53AgentAlright. Okay, ma'am. And before we end the call, ma'am, may I kindly ask if I was able to provide you with good assistance today? Yes. That was perfect.16:04AgentAlright. Thank you so much too, ma'am, for your kindness, and I really hope, ma'am, that this prompt will work for you for a long time. Thank you so much for your time, ma'am. Thank you. Have a good day.16:16AgentBye bye. You too. Bye bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57886786375193",
"type": "VoiceComment",
"created_at": "2026-05-13T13:44:18Z",
"author_id": "42731096400153",
"author_name": "CT-Krizell",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Inbound call from +1 (610) 360-4774\nCall Details:\n\nCall from: +1 (610) 360-4774\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 13:27:35 UTC\nLocation: Bethlehem, Pennsylvania, United States\nAnswered by: CT-Krizell\nLength of phone call: 16 minutes, 42 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAad443b53022237ed6e64a497274cc790/twilio/call/recording"
},
{
"conversation_id": "57886746639385",
"type": "Comment",
"created_at": "2026-05-13T13:42:35Z",
"author_id": "42731096400153",
"author_name": "CT-Krizell",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello,\n \nI would like to express my gratitude for your efforts in bringing this matter to our attention and for your assistance in resolving the issue.\n \nWe have made arrangements for the shipment of your new goods. The processing time is anticipated to be between 1 to 2 days, followed by a shipping duration of approximately 3 to 7 business days. Should you not receive the replacement goods within the aforementioned timeframe, we kindly encourage you to reach out to us for the tracking number.\n \nIf you have a moment, we’d be grateful if you could share your experience with our customer service through the short survey you’ll receive after the call. We hope your experience with us today was a positive one, and your feedback would truly mean a lot to our team.\n \nWishing you all the best and a pleasant day ahead.\n \nBest regards,\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."
},
{
"conversation_id": "57886721655193",
"type": "Comment",
"created_at": "2026-05-13T13:41:03Z",
"author_id": "54313293075353",
"author_name": "Liliana Trujillo",
"author_role": "end-user",
"sender_type": "customer",
"channel": "email",
"public": true,
"recording_type": "",
"text": "V2P0BP254NR00B59WFN20603"
},
{
"conversation_id": "57886585167513",
"type": "Comment",
"created_at": "2026-05-13T13:34:36Z",
"author_id": "42731096400153",
"author_name": "CT-Krizell",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Dear Ma'am,\n \nThank you so much for your kind words and for taking the time to write to us. It will be our pleasure to move forward with this replacement for you.\n \nTo make sure everything is processed smoothly and without delay, may we kindly ask you to share the following details with us:\n \nFull Name:\nStreet Address:\nCity:\nState/Province:\nCountry:\nZip Code:\nContact Number:\nSerial Number(s) of the faulty pump(s):\n(Please scan the QR code inside each motor or provide a clear photo of the QR code.)\nUDI Code:\n(Please scan the QR code on the product packaging.)\n \nAlso a short video showing the issue the pump.\n \nOnce we receive this information, we’ll take care of the rest and proceed right away.\n \nThank you again for your patience, understanding, and continued trust in Momcozy.\nPlease don’t hesitate to reach out if you need anything at all—we’re always here to help.\n \nWarmest regards,\nMomcozy Support Team"
},
{
"conversation_id": "57886428250905",
"type": "Comment",
"created_at": "2026-05-13T13:27:48Z",
"author_id": "54313142586905",
"author_name": "Caller +1 (610) 360-4774",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (610) 360-4774\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 1:27:35 PM UTC"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57886821641881,
"type": "Comment",
"author_id": 42731096400153,
"body": "Hello,\n\nThank you so much for your time today and for your patience and understanding. We truly appreciate the opportunity to assist you, and we’re glad we could help address your concern.\n\n**If you have a moment, we’d be grateful if you could share your experience with our customer service through the short survey you’ll receive after the call. We hope your experience with us today was a positive one, and your feedback would truly mean a lot to our team.**\n\nThank you again for choosing Momcozy. Please don’t hesitate to reach out if you need any further assistance—we’re always here to help.\n\nWarm regards,\nMomcozy Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>Thank you so much for your time today and for your patience and understanding. We truly appreciate the opportunity to assist you, and we’re glad we could help address your concern.<br> <br><strong>If you have a moment, we’d be grateful if you could share your experience with our customer service through the short survey you’ll receive after the call. We hope your experience with us today was a positive one, and your feedback would truly mean a lot to our team.</strong><br> <br>Thank you again for choosing Momcozy. Please don’t hesitate to reach out if you need any further assistance—we’re always here to help.<br> <br>Warm regards,<br>Momcozy Support Team<br> <br></div>",
"plain_body": "Hello,\n \nThank you so much for your time today and for your patience and understanding. We truly appreciate the opportunity to assist you, and we’re glad we could help address your concern.\n \nIf you have a moment, we’d be grateful if you could share your experience with our customer service through the short survey you’ll receive after the call. We hope your experience with us today was a positive one, and your feedback would truly mean a lot to our team.\n \nThank you again for choosing Momcozy. Please don’t hesitate to reach out if you need any further assistance—we’re always here to help.\n \nWarm regards,\nMomcozy Support Team\n ",
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"address": "trujilloliliana2025@gmail.com",
"name": "Liliana Trujillo"
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"created_at": "2026-05-13T13:45:47Z",
"metadata": {
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"latitude": 13.6166,
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"body": "#### **Call summary:**\n\n\n- Customer Liliana Trujillo previously received a replacement breast pump (V2Pro) from Momcozy in February or March due to malfunction of the original unit (M9 model).\n- The replacement pump is now not charging or turning on, with no indicator light when plugged in.\n- The pump is still under warranty.\n- Customer prefers a replacement of the V2Pro pump rather than a refund.\n- Agent requested the serial number from a QR code on the pump, along with a short video showing the issue; customer had difficulty sending the video due to size but is willing to use WeTransfer.\n- Agent confirmed shipping address and processed the replacement order.\n- Delivery expected within 1 to 3 business days via Amazon shipping.\n- Return instructions and label for the defective pump will be communicated later via email, possibly within 1-2 weeks.\n- Customer was satisfied with the assistance provided, and agent thanked her for cooperation.\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 Liliana Trujillo previously received a replacement breast pump (V2Pro) from Momcozy in February or March due to malfunction of the original unit (M9 model).</li><li>The replacement pump is now not charging or turning on, with no indicator light when plugged in.</li><li>The pump is still under warranty.</li><li>Customer prefers a replacement of the V2Pro pump rather than a refund.</li><li>Agent requested the serial number from a QR code on the pump, along with a short video showing the issue; customer had difficulty sending the video due to size but is willing to use WeTransfer.</li><li>Agent confirmed shipping address and processed the replacement order.</li><li>Delivery expected within 1 to 3 business days via Amazon shipping.</li><li>Return instructions and label for the defective pump will be communicated later via email, possibly within 1-2 weeks.</li><li>Customer was satisfied with the assistance provided, and agent thanked her for cooperation.</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 Liliana Trujillo previously received a replacement breast pump (V2Pro) from Momcozy in February or March due to malfunction of the original unit (M9 model). The replacement pump is now not charging or turning on, with no indicator light when plugged in. The pump is still under warranty. Customer prefers a replacement of the V2Pro pump rather than a refund. Agent requested the serial number from a QR code on the pump, along with a short video showing the issue; customer had difficulty sending the video due to size but is willing to use WeTransfer. Agent confirmed shipping address and processed the replacement order. Delivery expected within 1 to 3 business days via Amazon shipping. Return instructions and label for the defective pump will be communicated later via email, possibly within 1-2 weeks. Customer was satisfied with the assistance provided, and agent thanked her for cooperation. \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": "2026-05-13T13:45:17Z",
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"type": "Comment",
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"body": "#### **Call transcript:**\n\n\n**00:02** **Agent** Hello. Good morning. This is from momcozy. How can I help you? Hi.\n**00:06** **Agent** Good morning. Um, my name is Liliana Trujillo. Um, so I I do I do apologize. I'm not\n**00:14** **Customer** sure how to word this. But back in, like,\n**00:17** **Agent** February or March, I had informed you guys that the breast pump I had bought was not working properly, and you also kindly sent me another pump. And now the pump that you guys had forwarded to me back in late February, early March Uh-huh. The modem's not working. Is it I'm I'm not sure. It's, the it's the v 2 that that power pump or modem.\n**00:52** **Agent** It's no longer charging or turning on. Okay. I see, ma'am. So when you have said, ma'am, that it is not charging, when you plug it in in the charging cable, there is no light indicator anymore, ma'am? Let me check for you.\n**01:08** **Agent** 1 second. Okay. Thank you, ma'am. Okay. Okay.\n**01:18** **Agent** Plug it in. Yeah. It's not turning on. Alrighty, ma'am. So first of all, ma'am, we are very sorry again, ma'am, for the inconvenience of this pump.\n**01:38** **Agent** And you have mentioned, ma'am, that this is already, like, a replacement pump that we provided to you last February or March. So for this 1, ma'am correct. Okay. And if you are able, ma'am, to provide me right now the order number, I can provide you, ma'am, whether a replacement or a full refund for that product since this is, again, a bulk function for your in your part, ma'am. Okay.\n**02:07** **Agent** And just give me 1 moment. Alright, miss. Just my first 1. Okay. Let's see.\n**02:29** **Customer** I apologize for the wait. I'm just trying to find the email that was forwarded to me.\n**02:34** **Agent** Okay, ma'am. No worries. But can I have just, ma'am, your email address so I can just check your conversation here in my end? Absolutely. It's Trujillo, t r u j I l l o, liliana,liliana,2025@Gmail.com.\n**03:05** **Agent** Okay. Again, ma'am, the first letter, it is t for Tom? Yes. Okay. Let me just find it.\n**03:15** **Agent** Again, ma'am, it is Gmail dot com? Yes. Okay. Let me just find the conversation, ma'am, and please stay on the line.\n**03:25** **Customer** Oh, so the conversation was back in February 6.\n**03:28** **Agent** I don't know if an order number was provided to me, though. Ah, okay. It's okay, ma'am. I will gonna figure it out for you, ma'am. Thank you.\n**04:25** **Agent** Hello, ma'am? Yes. Alrighty, ma'am. So I already found your conversation and found also the order number. So, originally, ma'am, your pump is M9, and you've just, uh, exchanged it to V2Pro, ma'am.\n**04:42** **Agent** Is that correct? Yes. That is correct. Okay. So for this 1, ma'am, it is still under our warranty.\n**04:50** **Agent** So which 1 do you prefer, ma'am? You wanted a another replacement, ma'am, or a full refund? May I just have the replacement, please? That I'd appreciate it. Sure, ma'am.\n**05:04** **Agent** No worries for that. Is it for M9, ma'am, or for, again, V2Pro?\n**05:10** **Customer** The B2Pro, please.\n**05:12** **Agent** Okay. No worries. And I have here, ma'am, your shipping address. Can you confirm that once again, ma'am, so I'm gonna use shop also? It's 711 Lynn Avenue, Bethlehem, PA 18015.\n**05:31** **Agent** Okay. And for the full name, ma'am, it is the same? Liliana and Trujillo, ma'am? Yes. Okay.\n**05:41** **Agent** So, ma'am, before I process the replacement, I'm gonna first send you an email. So could you please, ma'am, send me the serial number of this pump? I know, ma'am, that you can locate it at the back of the motor. There is a QR code. So I need you, ma'am, to scan that 1.\n**06:02** **Agent** And if you are unable, ma'am, to scan it, you can just kindly take a clear photo, ma'am, and attach it here in the email. Okay. 1 moment. I'll happily get that for you. Okay, ma'am.\n**06:17** **Agent** Thank you. And if I may ask, ma'am, are you able, ma'am, to record a short video, like, showing the pump it is not charging? Like, 5 to 10 seconds only. Sure. Okay.\n**06:30** **Agent** Okay. Perfect, ma'am.\n**06:32** **Customer** Not scanning, so I'll happily send a photo of the QR code. Oh, wait. Never mind. I got it.\n**06:41** **Agent** Okay, ma'am. Sorry. I just sent you an email, ma'am.\n**06:46** **Customer** Oh, okay. I do have the number that's listed.\n**06:53** **Agent** Okay. Let's just copy and paste it, ma'am, and attach it here in the email. So as you can see, ma'am, in the email, it is about your shipping address so you don't have to fill up those information since I already have it here, ma'am. Just kindly copy and paste the serial number, ma'am, along with the video of the pump, ma'am. Okay.\n**07:17** **Agent** 1 moment. Give them a hold on. 1 sec. Hey, guys. Can I your\n**07:25** **Customer** phone to record this, And\n**07:29** **Agent** then you send me the video? Yeah. It's recording.\n**07:44** **Customer** Okay. They just need to see that it's not turning on.\n**07:49** **Agent** Okay. Yeah. Okay. Not turning off. Good.\n**07:53** **Agent** Alright. And then just send that to\n**07:54** **Customer** me because I'm not able to record since I'm on call.\n**08:27** **Agent** Okay.\n**08:52** **Customer** Okay. So then I just got your email, so I'm just\n**08:55** **Agent** going to reply to it. Correct? Yes, ma'am. Just kindly reply into this email. So, again, ma'am, we are we are going to process a b 2 pro in your end.\n**09:06** **Agent** Correct, ma'am? Yes, please. Okay. Alright. No worries for that, ma'am.\n**09:19** **Customer** Okay. For some reason, the video is too large for me to send it. Is there another way for me to forward it?\n**09:28** **Agent** Really, ma'am. So for that 1, ma'am, you can try the wetransfer.com so you can upload, ma'am, the the video in there, ma'am, and copy the link and send it here in the email. But if you aren't able to do that again, it's okay, ma'am. You don't have to send the video. No.\n**09:52** **Agent** That's okay. I'm happy\n**09:53** **Customer** to send a video to you guys for your record. Thank you, ma'am. That website?\n**10:01** **Agent** Again, ma'am, wetransfer.com. Wetransfer? Yeah. I'm sorry. Is it called asinwe,thentransfer.com.\n**10:17** **Agent** Oh, okay. Thank you. Yes. As far as well. Thank you.\n**10:22** **Agent** I appreciate it. Okay. Let's see. 3. Okay.\n**11:52** **Customer** And then what's it's asking for your email address.\n**12:00** **Agent** Sorry, ma'am. Could you please repeat that for me?\n**12:03** **Customer** So the the WeTransfer app is asking for the email address I'm gonna send it to.\n**12:12** **Agent** Yes. Don't you see, ma'am, like, any copy link at the bottom, ma'am?\n**12:18** **Customer** Let me see.\n**12:23** **Agent** Okay. I'm just gonna do this instead. It's not working for me. 1 moment. Okay.\n**12:43** **Agent** Sure, ma'am. But if you're unable really to upload the video, it's okay, ma'am. I really understand, ma'am. No worries for that. Okay.\n**12:56** **Agent** Okay. Thank you so much, ma'am, for your effort. And just kindly copy and paste, ma'am, the, sorry, the serial number, ma'am. Okay. That was forwarded.\n**13:11** **Agent** Okay. Thank you so much, ma'am. And are you able, ma'am, to stay on the line? I'm just going to process the replacement 1 once again. Absolutely.\n**13:22** **Agent** Okay. Thank you, ma'am. Hello, ma'am? Yes. Alrighty, ma'am.\n**14:52** **Agent** I am already done with the process of this replacement and sent you, ma'am, the confirmation email about it. So for this 1, ma'am, once again, kindly wait for this to be delivered within 3 to 7 business days, ma'am. But since this is coming from Amazon, ma'am, just kindly expect it to be delivered sooner than that, like, within 1 to 3 business days. Okay. Thank you.\n**15:18** **Agent** And just\n**15:19** **Customer** out of curiosity, do you want\n**15:20** **Agent** me to send the damaged 1 back? Mhmm. For that 1, ma'am, we're gonna update you in the email, ma'am, if that will be needed to return to our warehouse. So our higher support, ma'am, gonna send you the return label maybe after a week or 2. But, yeah, ma'am, I will update or we will update you in the email.\n**15:42** **Agent** So for now, ma'am, kindly expect this to be delivered sooner, ma'am, and kindly monitor your deliveries.\n**15:50** **Customer** Okay. Thank you so much. I appreciate it.\n**15:53** **Agent** Alright. Okay, ma'am. And before we end the call, ma'am, may I kindly ask if I was able to provide you with good assistance today? Yes. That was perfect.\n**16:04** **Agent** Alright. Thank you so much too, ma'am, for your kindness, and I really hope, ma'am, that this prompt will work for you for a long time. Thank you so much for your time, ma'am. Thank you. Have a good day.\n**16:16** **Agent** Bye bye. You too. 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;\">Hello. Good morning. This is from momcozy. How can I help you? Hi.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Good morning. Um, my name is Liliana Trujillo. Um, so I I do I do apologize. I'm not</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">sure how to word this. But back in, like,</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;\">February or March, I had informed you guys that the breast pump I had bought was not working properly, and you also kindly sent me another pump. And now the pump that you guys had forwarded to me back in late February, early March Uh-huh. The modem's not working. Is it I'm I'm not sure. It's, the it's the v 2 that that power pump or modem.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's no longer charging or turning on. Okay. I see, ma'am. So when you have said, ma'am, that it is not charging, when you plug it in in the charging cable, there is no light indicator anymore, ma'am? Let me check for you.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">1 second. Okay. Thank you, ma'am. Okay. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Plug it in. Yeah. It's not turning on. Alrighty, ma'am. So first of all, ma'am, we are very sorry again, ma'am, for the inconvenience of this pump.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:38</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And you have mentioned, ma'am, that this is already, like, a replacement pump that we provided to you last February or March. So for this 1, ma'am correct. Okay. And if you are able, ma'am, to provide me right now the order number, I can provide you, ma'am, whether a replacement or a full refund for that product since this is, again, a bulk function for your in your part, ma'am. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And just give me 1 moment. Alright, miss. Just my first 1. Okay. Let's see.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I apologize for the wait. I'm just trying to find the email that was forwarded to me.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:34</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. No worries. But can I have just, ma'am, your email address so I can just check your conversation here in my end? Absolutely. It's Trujillo, t r u j I l l o, liliana,liliana,2025@Gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Again, ma'am, the first letter, it is t for Tom? Yes. Okay. Let me just find it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Again, ma'am, it is Gmail dot com? Yes. Okay. Let me just find the conversation, ma'am, and please stay on the line.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, so the conversation was back in February 6.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I don't know if an order number was provided to me, though. Ah, okay. It's okay, ma'am. I will gonna figure it out for you, ma'am. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello, ma'am? Yes. Alrighty, ma'am. So I already found your conversation and found also the order number. So, originally, ma'am, your pump is M9, and you've just, uh, exchanged it to V2Pro, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Is that correct? Yes. That is correct. Okay. So for this 1, ma'am, it is still under our warranty.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So which 1 do you prefer, ma'am? You wanted a another replacement, ma'am, or a full refund? May I just have the replacement, please? That I'd appreciate it. Sure, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No worries for that. Is it for M9, ma'am, or for, again, V2Pro?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">The B2Pro, please.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:12</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. No worries. And I have here, ma'am, your shipping address. Can you confirm that once again, ma'am, so I'm gonna use shop also? It's 711 Lynn Avenue, Bethlehem, PA 18015.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:31</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 for the full name, ma'am, it is the same? Liliana and Trujillo, ma'am? Yes. Okay.</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;\">So, ma'am, before I process the replacement, I'm gonna first send you an email. So could you please, ma'am, send me the serial number of this pump? I know, ma'am, that you can locate it at the back of the motor. There is a QR code. So I need you, ma'am, to scan that 1.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And if you are unable, ma'am, to scan it, you can just kindly take a clear photo, ma'am, and attach it here in the email. Okay. 1 moment. I'll happily get that for you. Okay, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you. And if I may ask, ma'am, are you able, ma'am, to record a short video, like, showing the pump it is not charging? Like, 5 to 10 seconds only. Sure. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Perfect, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Not scanning, so I'll happily send a photo of the QR code. Oh, wait. Never mind. I got it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Sorry. I just sent you an email, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:46</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, okay. I do have the number that's listed.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Let's just copy and paste it, ma'am, and attach it here in the email. So as you can see, ma'am, in the email, it is about your shipping address so you don't have to fill up those information since I already have it here, ma'am. Just kindly copy and paste the serial number, ma'am, along with the video of the pump, ma'am. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">1 moment. Give them a hold on. 1 sec. Hey, guys. Can I your</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">phone to record this, And</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">then you send me the video? Yeah. It's recording.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. They just need to see that it's not turning on.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:49</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Yeah. Okay. Not turning off. Good.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. And then just send that to</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">me because I'm not able to record since I'm on call.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So then I just got your email, so I'm just</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">going to reply to it. Correct? Yes, ma'am. Just kindly reply into this email. So, again, ma'am, we are we are going to process a b 2 pro in your end.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Correct, ma'am? Yes, please. Okay. Alright. No worries for that, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:19</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. For some reason, the video is too large for me to send it. Is there another way for me to forward it?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Really, ma'am. So for that 1, ma'am, you can try the wetransfer.com so you can upload, ma'am, the the video in there, ma'am, and copy the link and send it here in the email. But if you aren't able to do that again, it's okay, ma'am. You don't have to send the video. No.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That's okay. I'm happy</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">to send a video to you guys for your record. Thank you, ma'am. That website?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Again, ma'am, wetransfer.com. Wetransfer? Yeah. I'm sorry. Is it called asinwe,thentransfer.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, okay. Thank you. Yes. As far as well. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I appreciate it. Okay. Let's see. 3. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And then what's it's asking for your email address.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry, ma'am. Could you please repeat that for me?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So the the WeTransfer app is asking for the email address I'm gonna send it to.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:12</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. Don't you see, ma'am, like, any copy link at the bottom, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Let me see.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I'm just gonna do this instead. It's not working for me. 1 moment. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sure, ma'am. But if you're unable really to upload the video, it's okay, ma'am. I really understand, ma'am. No worries for that. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you so much, ma'am, for your effort. And just kindly copy and paste, ma'am, the, sorry, the serial number, ma'am. Okay. That was forwarded.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you so much, ma'am. And are you able, ma'am, to stay on the line? I'm just going to process the replacement 1 once again. Absolutely.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, ma'am. Hello, ma'am? Yes. Alrighty, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I am already done with the process of this replacement and sent you, ma'am, the confirmation email about it. So for this 1, ma'am, once again, kindly wait for this to be delivered within 3 to 7 business days, ma'am. But since this is coming from Amazon, ma'am, just kindly expect it to be delivered sooner than that, like, within 1 to 3 business days. Okay. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And just</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">out of curiosity, do you want</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">me to send the damaged 1 back? Mhmm. For that 1, ma'am, we're gonna update you in the email, ma'am, if that will be needed to return to our warehouse. So our higher support, ma'am, gonna send you the return label maybe after a week or 2. But, yeah, ma'am, I will update or we will update you in the email.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So for now, ma'am, kindly expect this to be delivered sooner, ma'am, and kindly monitor your deliveries.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you so much. I appreciate it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Okay, ma'am. And before we end the call, ma'am, may I kindly ask if I was able to provide you with good assistance today? Yes. That was perfect.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>16:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Thank you so much too, ma'am, for your kindness, and I really hope, ma'am, that this prompt will work for you for a long time. Thank you so much for your time, ma'am. Thank you. Have a good day.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>16:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Bye bye. You too. 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: \n00:02AgentHello. Good morning. This is from momcozy. How can I help you? Hi.00:06AgentGood morning. Um, my name is Liliana Trujillo. Um, so I I do I do apologize. I'm not00:14Customersure how to word this. But back in, like,00:17AgentFebruary or March, I had informed you guys that the breast pump I had bought was not working properly, and you also kindly sent me another pump. And now the pump that you guys had forwarded to me back in late February, early March Uh-huh. The modem's not working. Is it I'm I'm not sure. It's, the it's the v 2 that that power pump or modem.00:52AgentIt's no longer charging or turning on. Okay. I see, ma'am. So when you have said, ma'am, that it is not charging, when you plug it in in the charging cable, there is no light indicator anymore, ma'am? Let me check for you.01:08Agent1 second. Okay. Thank you, ma'am. Okay. Okay.01:18AgentPlug it in. Yeah. It's not turning on. Alrighty, ma'am. So first of all, ma'am, we are very sorry again, ma'am, for the inconvenience of this pump.01:38AgentAnd you have mentioned, ma'am, that this is already, like, a replacement pump that we provided to you last February or March. So for this 1, ma'am correct. Okay. And if you are able, ma'am, to provide me right now the order number, I can provide you, ma'am, whether a replacement or a full refund for that product since this is, again, a bulk function for your in your part, ma'am. Okay.02:07AgentAnd just give me 1 moment. Alright, miss. Just my first 1. Okay. Let's see.02:29CustomerI apologize for the wait. I'm just trying to find the email that was forwarded to me.02:34AgentOkay, ma'am. No worries. But can I have just, ma'am, your email address so I can just check your conversation here in my end? Absolutely. It's Trujillo, t r u j I l l o, liliana,liliana,2025@Gmail.com.03:05AgentOkay. Again, ma'am, the first letter, it is t for Tom? Yes. Okay. Let me just find it.03:15AgentAgain, ma'am, it is Gmail dot com? Yes. Okay. Let me just find the conversation, ma'am, and please stay on the line.03:25CustomerOh, so the conversation was back in February 6.03:28AgentI don't know if an order number was provided to me, though. Ah, okay. It's okay, ma'am. I will gonna figure it out for you, ma'am. Thank you.04:25AgentHello, ma'am? Yes. Alrighty, ma'am. So I already found your conversation and found also the order number. So, originally, ma'am, your pump is M9, and you've just, uh, exchanged it to V2Pro, ma'am.04:42AgentIs that correct? Yes. That is correct. Okay. So for this 1, ma'am, it is still under our warranty.04:50AgentSo which 1 do you prefer, ma'am? You wanted a another replacement, ma'am, or a full refund? May I just have the replacement, please? That I'd appreciate it. Sure, ma'am.05:04AgentNo worries for that. Is it for M9, ma'am, or for, again, V2Pro?05:10CustomerThe B2Pro, please.05:12AgentOkay. No worries. And I have here, ma'am, your shipping address. Can you confirm that once again, ma'am, so I'm gonna use shop also? It's 711 Lynn Avenue, Bethlehem, PA 18015.05:31AgentOkay. And for the full name, ma'am, it is the same? Liliana and Trujillo, ma'am? Yes. Okay.05:41AgentSo, ma'am, before I process the replacement, I'm gonna first send you an email. So could you please, ma'am, send me the serial number of this pump? I know, ma'am, that you can locate it at the back of the motor. There is a QR code. So I need you, ma'am, to scan that 1.06:02AgentAnd if you are unable, ma'am, to scan it, you can just kindly take a clear photo, ma'am, and attach it here in the email. Okay. 1 moment. I'll happily get that for you. Okay, ma'am.06:17AgentThank you. And if I may ask, ma'am, are you able, ma'am, to record a short video, like, showing the pump it is not charging? Like, 5 to 10 seconds only. Sure. Okay.06:30AgentOkay. Perfect, ma'am.06:32CustomerNot scanning, so I'll happily send a photo of the QR code. Oh, wait. Never mind. I got it.06:41AgentOkay, ma'am. Sorry. I just sent you an email, ma'am.06:46CustomerOh, okay. I do have the number that's listed.06:53AgentOkay. Let's just copy and paste it, ma'am, and attach it here in the email. So as you can see, ma'am, in the email, it is about your shipping address so you don't have to fill up those information since I already have it here, ma'am. Just kindly copy and paste the serial number, ma'am, along with the video of the pump, ma'am. Okay.07:17Agent1 moment. Give them a hold on. 1 sec. Hey, guys. Can I your07:25Customerphone to record this, And07:29Agentthen you send me the video? Yeah. It's recording.07:44CustomerOkay. They just need to see that it's not turning on.07:49AgentOkay. Yeah. Okay. Not turning off. Good.07:53AgentAlright. And then just send that to07:54Customerme because I'm not able to record since I'm on call.08:27AgentOkay.08:52CustomerOkay. So then I just got your email, so I'm just08:55Agentgoing to reply to it. Correct? Yes, ma'am. Just kindly reply into this email. So, again, ma'am, we are we are going to process a b 2 pro in your end.09:06AgentCorrect, ma'am? Yes, please. Okay. Alright. No worries for that, ma'am.09:19CustomerOkay. For some reason, the video is too large for me to send it. Is there another way for me to forward it?09:28AgentReally, ma'am. So for that 1, ma'am, you can try the wetransfer.com so you can upload, ma'am, the the video in there, ma'am, and copy the link and send it here in the email. But if you aren't able to do that again, it's okay, ma'am. You don't have to send the video. No.09:52AgentThat's okay. I'm happy09:53Customerto send a video to you guys for your record. Thank you, ma'am. That website?10:01AgentAgain, ma'am, wetransfer.com. Wetransfer? Yeah. I'm sorry. Is it called asinwe,thentransfer.com.10:17AgentOh, okay. Thank you. Yes. As far as well. Thank you.10:22AgentI appreciate it. Okay. Let's see. 3. Okay.11:52CustomerAnd then what's it's asking for your email address.12:00AgentSorry, ma'am. Could you please repeat that for me?12:03CustomerSo the the WeTransfer app is asking for the email address I'm gonna send it to.12:12AgentYes. Don't you see, ma'am, like, any copy link at the bottom, ma'am?12:18CustomerLet me see.12:23AgentOkay. I'm just gonna do this instead. It's not working for me. 1 moment. Okay.12:43AgentSure, ma'am. But if you're unable really to upload the video, it's okay, ma'am. I really understand, ma'am. No worries for that. Okay.12:56AgentOkay. Thank you so much, ma'am, for your effort. And just kindly copy and paste, ma'am, the, sorry, the serial number, ma'am. Okay. That was forwarded.13:11AgentOkay. Thank you so much, ma'am. And are you able, ma'am, to stay on the line? I'm just going to process the replacement 1 once again. Absolutely.13:22AgentOkay. Thank you, ma'am. Hello, ma'am? Yes. Alrighty, ma'am.14:52AgentI am already done with the process of this replacement and sent you, ma'am, the confirmation email about it. So for this 1, ma'am, once again, kindly wait for this to be delivered within 3 to 7 business days, ma'am. But since this is coming from Amazon, ma'am, just kindly expect it to be delivered sooner than that, like, within 1 to 3 business days. Okay. Thank you.15:18AgentAnd just15:19Customerout of curiosity, do you want15:20Agentme to send the damaged 1 back? Mhmm. For that 1, ma'am, we're gonna update you in the email, ma'am, if that will be needed to return to our warehouse. So our higher support, ma'am, gonna send you the return label maybe after a week or 2. But, yeah, ma'am, I will update or we will update you in the email.15:42AgentSo for now, ma'am, kindly expect this to be delivered sooner, ma'am, and kindly monitor your deliveries.15:50CustomerOkay. Thank you so much. I appreciate it.15:53AgentAlright. Okay, ma'am. And before we end the call, ma'am, may I kindly ask if I was able to provide you with good assistance today? Yes. That was perfect.16:04AgentAlright. Thank you so much too, ma'am, for your kindness, and I really hope, ma'am, that this prompt will work for you for a long time. Thank you so much for your time, ma'am. Thank you. Have a good day.16:16AgentBye bye. You too. Bye bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"body": "Hello,\n\nI would like to express my gratitude for your efforts in bringing this matter to our attention and for your assistance in resolving the issue.\n\nWe have made arrangements for the shipment of your new goods. The processing time is anticipated to be between 1 to 2 days, followed by a shipping duration of approximately 3 to 7 business days. Should you not receive the replacement goods within the aforementioned timeframe, we kindly encourage you to reach out to us for the tracking number.\n\n**If you have a moment, we’d be grateful if you could share your experience with our customer service through the short survey you’ll receive after the call. We hope your experience with us today was a positive one, and your feedback would truly mean a lot to our team.**\n\nWishing you all the best and a pleasant day ahead.\n\nBest regards,\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.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>I would like to express my gratitude for your efforts in bringing this matter to our attention and for your assistance in resolving the issue.<br> <br>We have made arrangements for the shipment of your new goods. The processing time is anticipated to be between 1 to 2 days, followed by a shipping duration of approximately 3 to 7 business days. Should you not receive the replacement goods within the aforementioned timeframe, we kindly encourage you to reach out to us for the tracking number.<br> <br><strong>If you have a moment, we’d be grateful if you could share your experience with our customer service through the short survey you’ll receive after the call. We hope your experience with us today was a positive one, and your feedback would truly mean a lot to our team.</strong><br> <br>Wishing you all the best and a pleasant day ahead.<br> <br>Best regards,<br>Momcozy Customer Support Team<br> <br>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.<br> <br> <br></div>",
"plain_body": "Hello,\n \nI would like to express my gratitude for your efforts in bringing this matter to our attention and for your assistance in resolving the issue.\n \nWe have made arrangements for the shipment of your new goods. The processing time is anticipated to be between 1 to 2 days, followed by a shipping duration of approximately 3 to 7 business days. Should you not receive the replacement goods within the aforementioned timeframe, we kindly encourage you to reach out to us for the tracking number.\n \nIf you have a moment, we’d be grateful if you could share your experience with our customer service through the short survey you’ll receive after the call. We hope your experience with us today was a positive one, and your feedback would truly mean a lot to our team.\n \nWishing you all the best and a pleasant day ahead.\n \nBest regards,\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 \n ",
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"body": "##### V2P0BP254NR00B59WFN20603",
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"body": "Dear Ma'am,\n\nThank you so much for your kind words and for taking the time to write to us. It will be our pleasure to move forward with this replacement for you.\n\nTo make sure everything is processed smoothly and without delay, may we kindly ask you to share the following details with us:\n\nFull Name:\nStreet Address:\nCity:\nState/Province:\nCountry:\nZip Code:\nContact Number:\nSerial Number(s) of the faulty pump(s):\n(Please scan the QR code inside each motor or provide a clear photo of the QR code.)\nUDI Code:\n(Please scan the QR code on the product packaging.)\n\nAlso a short video showing the issue the pump.\n\nOnce we receive this information, we’ll take care of the rest and proceed right away.\n\nThank you again for your patience, understanding, and continued trust in Momcozy.\nPlease don’t hesitate to reach out if you need anything at all—we’re always here to help.\n\nWarmest regards,\nMomcozy Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Ma'am,<br> <br>Thank you so much for your kind words and for taking the time to write to us. It will be our pleasure to move forward with this replacement for you.<br> <br>To make sure everything is processed smoothly and without delay, may we kindly ask you to share the following details with us:<br> <br>Full Name:<br>Street Address:<br>City:<br>State/Province:<br>Country:<br>Zip Code:<br>Contact Number:<br>Serial Number(s) of the faulty pump(s):<br>(Please scan the QR code inside each motor or provide a clear photo of the QR code.)<br>UDI Code:<br>(Please scan the QR code on the product packaging.)<br> <br>Also a short video showing the issue the pump.<br> <br>Once we receive this information, we’ll take care of the rest and proceed right away.<br> <br>Thank you again for your patience, understanding, and continued trust in Momcozy.<br>Please don’t hesitate to reach out if you need anything at all—we’re always here to help.<br> <br>Warmest regards,<br>Momcozy Support Team<br></div>",
"plain_body": "Dear Ma'am,\n \nThank you so much for your kind words and for taking the time to write to us. It will be our pleasure to move forward with this replacement for you.\n \nTo make sure everything is processed smoothly and without delay, may we kindly ask you to share the following details with us:\n \nFull Name:\nStreet Address:\nCity:\nState/Province:\nCountry:\nZip Code:\nContact Number:\nSerial Number(s) of the faulty pump(s):\n(Please scan the QR code inside each motor or provide a clear photo of the QR code.)\nUDI Code:\n(Please scan the QR code on the product packaging.)\n \nAlso a short video showing the issue the pump.\n \nOnce we receive this information, we’ll take care of the rest and proceed right away.\n \nThank you again for your patience, understanding, and continued trust in Momcozy.\nPlease don’t hesitate to reach out if you need anything at all—we’re always here to help.\n \nWarmest regards,\nMomcozy Support Team",
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"body": "Call from: +1 (610) 360-4774\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 1:27:35 PM UTC",
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