与来电者 +1 (952) 452-2031 的通话

{
  "ticket": {
    "ticket_id": "1255133",
    "subject": "Call with Caller +1 (952) 452-2031",
    "description": "Call from: +1 (952) 452-2031\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 1:39:15 PM UTC",
    "status": "open",
    "priority": "normal",
    "product_model": "milk pump::Momcozy::M9",
    "created_at": "2026-05-13T13:39:28Z",
    "updated_at": "2026-05-13T13:57:00Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "no milk output | Weak Suction*2",
    "agents_notes": "no milk output | Weak Suction*2",
    "category_field_id": "34154549939865",
    "category_name": "CPI::Weak suction",
    "category_value": "cpi__weak_suction",
    "category_zh": "吸力弱"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "web": 4,
      "voice": 2,
      "email": 1
    }
  },
  "messages": [
    {
      "conversation_id": "57887043305241",
      "type": "Comment",
      "created_at": "2026-05-13T13:57:00Z",
      "author_id": "56392803682841",
      "author_name": "MaKena",
      "author_role": "end-user",
      "sender_type": "customer",
      "channel": "email",
      "public": true,
      "recording_type": "",
      "text": "Here is my proof of purchase! Thanks \n Best, MaKena Panning"
    },
    {
      "conversation_id": "57886912284057",
      "type": "Comment",
      "created_at": "2026-05-13T13:50:44Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call summary: \n Customer purchased a breast pump in February through insurance (Aeroflow product) for her newborn. Initially, the pump worked well, but now although it turns on and has suction, it is not effectively extracting milk. The customer uses correct flange inserts (size 24) and experiences issues with both sides of the pump. Suction is present but weaker than before, even at the highest level (15). The agent guided the customer to test suction on the motor unit; suction was felt but was diminished. The agent confirmed the pump model as Mobile Flow M9. Customer provided her email (panningmakena.j@gmail.com) to escalate the issue. The agent escalated the problem to the specialized support team and sent an email requesting a copy of the insurance receipt from Aeroflow. Customer is instructed to reply to the email with the receipt for after-sales support and possible resolution. Expected resolution timeline is within 24 business hours after receipt submission, during which the support team will contact the customer with next steps or solutions. \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": "57886905721625",
      "type": "Comment",
      "created_at": "2026-05-13T13:50:41Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call transcript: \n00:05AgentThank you for calling momcozy. How can I help you today?00:10CustomerHi there. I got my pumps in February for my newborn that was born, and I'm I they were super great the first month, and now they're not working.00:27AgentI see. So sorry to hear about that. And if I may ask, where did you purchase the product from?00:34CustomerThrough insurance. The Aeroflow product.00:41AgentGot it. Thank you so much, ma'am, for that. I believe you still have a copy of receipt from insure insurance, ma'am. Is that correct?00:49CustomerDo I?00:52AgentYeah. A copy of receipt. You still have a copy of receipt?00:56CustomerI'm assuming so. Yeah. I can look.01:00AgentAlright, ma'am. Now for the issue that you've encountered, ma'am, could you is it, like, not turning on, not suctioning, or was it, like, leak only?01:12CustomerIt's turning on. It's just not like and it's like sorry. This is kind of hard to explain without being too graphic. But, like, it pulls my nipple, but nothing comes out. In the first month, it was super great, and I was having success with it.01:31CustomerAnd now it's not working. So I don't know what's going on.01:37AgentI see. So it's the the pump itself has, like, a suction, but you're not getting a decent amount of, like, milk or no milk output at all. Correct, ma'am?01:49CustomerYeah. Yeah. I'm actually not getting any milk at all even when I'm super full.01:55AgentI see. Yeah. I'm gonna do the same thing. Using, like, flange inserts, ma'am, the the smaller pieces of flanges?02:06CustomerSorry. Say that again?02:09AgentAre you using a smaller pieces of flange, ma'am, which is the flange inserts?02:14CustomerYes. I'm using the 1 that fits me. Yep.02:18AgentI see. And you're using at least 70, 19, or anywhere between that. What is your size limit?02:28CustomerI am a 24, so I had I had inserts for 24.02:35AgentInserts for 24. Okay, ma'am. Mhmm. Got it. Alright.02:39AgentSo the issue that you've encountered, was that for both of the pump or 1 of the side only, ma'am?02:45CustomerIt seems like I'm I'm having issues with both pumps, and it seems like it's the suction part maybe. I even have it on, like, level 15, and it still doesn't pull anything.02:57AgentI see. Got it. So the pump turns on. Did you try, like, removing the motor from the milk collector, putting your finger on the suction hole to see if there's any suction or not?03:10CustomerI did not do that. No.03:12AgentYeah. Could you try it right now, ma'am?03:16CustomerYep. Okay. So what do how do I find that?03:40AgentYes. So so just remove the motor from the milk collector. Put it upside down, the motor. Okay. So you should be, like you should be able to see, like, a small hole.03:52AgentYou just have to Yeah. Put your finger on the suction hose, ma'am, see if there's any suction or not.04:00CustomerYeah. I do feel suction.04:04AgentMhmm. Was it, like, as strong as it was before, or was it weaker?04:10CustomerYou know, it doesn't feel that strong On level 15. I see. Not sure what it felt like. Did you try on04:21Agentthe other side as well? Yep. I can do that.04:37CustomerYeah. This one's working too. I can feel the suction. I just don't know how powerful it should feel. Once you have04:47Agentit Alright. That's that's totally fine. But when you try to put it together, like, putting it on the milk collector, is the dye up from, like or your your breasts or nipple are being sucked in or not really?05:06CustomerThey they are, but it's it's not, like, what it used to be.05:12AgentI see. Alright, ma'am. Yeah. Thank you so much for that. Alright.05:16AgentWell, in this matter, I'd be more than happy now to okay. Totally understand, ma'am. So for this 1, for us to be able to, you know, help you out in terms of providing you with this solution, ma'am, I would be needing now to escalate this to our support for them to be able to assist you in getting you an after sales solution. Okay? Now could you tell me, ma'am, the model of the pump that you have?05:41AgentDo you have the m 9?05:44CustomerYeah. And sorry. I just I missed what you said. I couldn't hear you.05:50AgentSorry about that. So I'll be needing now to properly escalate this or expedite this issue directly to our specialized team from momcozy who will assist you in providing you the solution, ma'am. Okay? Okay. Okay.06:07AgentAlright then. Now the model of the pump that you have, that's the m 9. Is that correct?06:13CustomerI have the mobile flow m 9. Is that what it is? Oh, let me see.06:23AgentAlright. That's totally fine. Mobile flow. Thank you so much, ma'am, for that. Okay?06:27AgentSo now for me to be able to properly escalate this, I will be needing to have an active email, please.06:35CustomerIt is panning, panning,mackena,makena,theletterj,@gmail.com.06:51AgentSo I have here t as in tango, a n, n as in November, I, n as in Nancy, g, m as in Mike.07:03CustomerNo. It's p, p as in pan,07:09Agentp a n. Is that correct?07:11CustomerYep. Okay.07:14AgentSo p a n n I n g. And then the second word, m as in Mike, a k c, n as in Nancy, a Nope. And then j.07:29CustomerOkay. Mhmm. Nope. It's m a k e n a.07:44AgentThank you so much. And then j at the end.07:47CustomerLetter j.07:48AgentI have here so what I have here is BAsInBikeKAsInKiloEAsInEchoNAsInNovemberAAsInAppleThenJAsInJulie.08:01CustomerYep.08:03AgentAlright. Hold on a second, please. Ma'am, yeah, thank you so much for waiting here on the other line. So I was able now to properly expedite or escalate this inquiry or issue to our specialized team, ma'am. I did also send you an email.08:52AgentCan you double check if you received it, ma'am? Yep.09:02CustomerYes. I did receive it.09:04AgentAlright, ma'am. So on the email that I did send, can actually reply back to me with a copy of receipt from Aeroflow. Okay?09:14CustomerOkay. Alright09:17Agentthen. So the resolution will be provided to you within 24 business hours, meaning anytime today, but if not, up until tomorrow. Okay?09:26CustomerOkay. So I'll send you this receipt. And then sorry. What did you say is gonna happen?09:32AgentThe 24 business hours is the wait time. Someone will get in touch with you anytime today, but if not, up until tomorrow.09:41CustomerOkay. And they'll just, like, tell me what to do with it? Or09:47AgentYes, ma'am. And then offer you a solution.09:50CustomerOkay. Alright. Alright. Thank you so much.09:55AgentYou're welcome. So just kindly keep an eye on your email, and thank you so much for your time. Hope you have a great day. Bye for now.10:01CustomerThank you. Thanks. 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": "57886925096985",
      "type": "VoiceComment",
      "created_at": "2026-05-13T13:50:21Z",
      "author_id": "42731151745433",
      "author_name": "CT-Moel",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "voice",
      "public": true,
      "recording_type": "call",
      "text": "Inbound call from +1 (952) 452-2031\nCall Details:\n\nCall from: +1 (952) 452-2031\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 13:39:15 UTC\nLocation: Minneapolis, Minnesota, United States\nAnswered by: CT-Moel\nLength of phone call: 11 minutes, 5 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA34b11cf10ebb26e12b29948d51ceae6b/twilio/call/recording"
    },
    {
      "conversation_id": "57886899488921",
      "type": "Comment",
      "created_at": "2026-05-13T13:48:48Z",
      "author_id": "42731151745433",
      "author_name": "CT-Moel",
      "author_role": "agent",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Customer Communications: IB\nIssue Details: no milk output | Weak Suction*2\nResolution Offered: escalated to b2b\nCustomer Responses: cx agreed\nFollow-up Actions: NA\nEscalation Details: NA\npanningmakenaj@gmail.com"
    },
    {
      "conversation_id": "57886914938649",
      "type": "Comment",
      "created_at": "2026-05-13T13:48:39Z",
      "author_id": "42731151745433",
      "author_name": "CT-Moel",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "web",
      "public": true,
      "recording_type": "",
      "text": "Hello,\n \nWe hope this message finds you in good health.\n \nWe are pleased to inform you that we have successfully received your request. We appreciate your effort in bringing this matter to our attention.\n \nIn order to provide you with the most prompt and professional assistance, we will be forwarding your inquiry to a specialized team within momcozy. We kindly ask for your patience as we facilitate this transfer.\n \nPlease be assured that we greatly value your time and patience. You can anticipate a detailed response from us within 24 hours on a 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": "57886722134553",
      "type": "Comment",
      "created_at": "2026-05-13T13:39:28Z",
      "author_id": "57886653399833",
      "author_name": "Caller +1 (952) 452-2031",
      "author_role": "end-user",
      "sender_type": "internal",
      "channel": "voice",
      "public": false,
      "recording_type": "",
      "text": "Call from: +1 (952) 452-2031\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 1:39:15 PM UTC"
    }
  ]
}

{
  "translated_subject": "与来电者 +1 (952) 452-2031 的通话",
  "translated_description": "来电自：+1 (952) 452-2031\n拨打至：+1 (619) 848-0676\n通话时间：2026年5月13日 下午1:39:15 UTC",
  "translated_agents_notes": "无奶量输出 | 吸力弱*2",
  "translated_category_label": "吸力弱",
  "translated_messages": [
    {
      "conversation_id": "57887043305241",
      "created_at": "2026-05-13T13:57:00Z",
      "sender_type": "customer",
      "author_name": "MaKena",
      "channel": "email",
      "translated_text": "这是我的购买证明！谢谢\n此致，MaKena Panning"
    },
    {
      "conversation_id": "57886912284057",
      "created_at": "2026-05-13T13:50:44Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话摘要：\n客户在 2 月份通过保险（Aeroflow 产品）为其新生儿购买了一台吸乳器。最初，该吸乳器表现良好，但现在虽然可以开启并有吸力，但无法有效吸奶。客户使用了正确的法兰插入件（24 号），且吸乳器两侧均存在问题。吸力虽然存在，但比以前弱，即使在最高级别（15 级）也是如此。客服引导客户测试马达装置的吸力；能感觉到吸力但已减弱。客服确认吸乳器型号为 Mobile Flow M9。客户提供了其电子邮件（panningmakena.j@gmail.com）以便升级处理。客服将问题升级至专门的支持团队，并发送了邮件要求提供 Aeroflow 保险收据的副本。客户被指示回复该邮件并附上收据，以便进行售后支持和可能的解决。预计解决时间为收到收据后的 24 个工作小时内，期间支持团队将联系客户并告知后续步骤或解决方案。\n如果您从此评论中删除任何数据，您还必须删除通话录音文件，以确保数据从所有 Zendesk 系统中删除。"
    },
    {
      "conversation_id": "57886905721625",
      "created_at": "2026-05-13T13:50:41Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话转录：\n00:05 客服：感谢致电 Momcozy。今天有什么可以帮您的？\n00:10 客户：你好。我 2 月份为刚出生的宝宝买了吸乳器，第一个月非常好用，但现在不行了。\n00:27 客服：明白了。很遗憾听到这个消息。请问您是从哪里购买的产品？\n00:34 客户：通过保险。Aeroflow 的产品。\n00:41 客服：收到。非常感谢，女士。我想您应该还保留着保险收据的副本吧？对吗？\n00:49 客户：我有吗？\n00:52 客服：是的。收据副本。您还有收据副本吗？\n00:56 客户：我想是的。我可以找找。\n01:00 客服：好的，女士。关于您遇到的问题，是无法开启、没有吸力，还是只是漏奶？\n01:12 客户：能开启。只是……抱歉，如果不描述得太形象的话有点难解释。它在吸我的乳头，但不出奶。第一个月非常好，用得很成功。\n01:31 客户：现在不行了。所以我不知道是怎么回事。\n01:37 客服：明白了。所以吸乳器本身有吸力，但您吸不出足够的奶，或者完全没有奶量输出。对吗，女士？\n01:49 客户：是的。即便我觉得乳房很胀的时候，也完全吸不出奶。\n01:55 客服：明白了。那您在使用法兰插入件吗，就是那些较小的法兰配件？\n02:06 客户：抱歉，请再说一遍？\n02:09 客服：您是否使用了较小的法兰配件，也就是法兰插入件？\n02:14 客户：是的。我用的是适合我的尺寸。\n02:18 客服：好的。您用的是 17、19 还是这个范围内的？您的尺寸是多少？\n02:28 客户：我是 24 号，所以我用了 24 号的插入件。\n02:35 客服：24 号插入件。好的，女士。明白了。\n02:39 客服：那么您遇到的问题是两个吸乳器都有，还是只有一侧？\n02:45 客户：好像两个都有问题，可能是吸力部分的问题。我甚至开到了 15 级，它还是吸不出任何东西。\n02:57 客服：明白了。吸乳器能开启。您有没有尝试过把马达从集奶杯上取下来，用手指按住吸力孔，看看有没有吸力？\n03:10 客户：我没试过。没有。\n03:12 客服：好的。您现在能试一下吗？\n03:16 客户：好的。那个在哪里？\n03:40 客服：是的。只需将马达从集奶杯上取下。把马达倒过来放。好的，您应该能看到一个小孔。\n03:52 客服：您只需把手指放在吸力软管孔上，看看有没有吸力。\n04:00 客户：是的，我能感觉到吸力。\n04:04 客服：嗯。是像以前一样强，还是变弱了？\n04:10 客户：感觉不怎么强，即便在 15 级。我不确定以前是什么感觉。您试过另一边了吗？\n04:21 客户：另一边也试一下。是的，我可以。\n04:37 客户：是的，这边也有。我能感觉到吸力。我只是不知道它应该有多强。当你组装好后……\n04:47 客服：没关系。但当您把它组装好，放在集奶杯上使用时，您的乳房或乳头是被吸进去的吗，还是并没有？\n05:06 客户：是有被吸进去，但不像以前那样了。\n05:12 客服：明白了，女士。非常感谢您的测试。\n05:16 客服：关于这件事，我非常乐意……完全理解。为了能协助您提供解决方案，我现在需要将此问题升级给我们的支持团队，以便他们协助您获得售后解决方案。好吗？现在能请您告诉我您的吸乳器型号吗？\n05:41 客服：您的是 M9 吗？\n05:44 客户：是的。抱歉，我刚才没听清您说的话。\n05:50 客服：抱歉。我现在需要将此问题正式升级或加急处理给 Momcozy 的专门团队，他们将协助为您提供解决方案。好吗？\n06:07 客服：好的。那么您的型号是 M9，对吗？\n06:13 客户：我的是 Mobile Flow M9。是这个吗？哦，让我看看。\n06:23 客服：没关系。Mobile Flow。非常感谢。为了能正确升级，我需要一个常用的电子邮箱。\n06:35 客户：是 panning, panning, mackena, makena, 字母 j, @gmail.com。\n06:51 客服：我这里记的是 T (Tango), A, N, N (November), I, N (Nancy), G, M (Mike)。\n07:03 客户：不是。是 P, P (Pan)。\n07:09 客服：P A N。对吗？\n07:11 客户：是的。\n07:14 客服：P A N N I N G。然后第二个词， M (Mike), A, K, C, N (Nancy), A。不对。\n07:29 客户：不是。是 M A K E N A。\n07:44 客服：非常感谢。最后加个 J。\n07:47 客户：字母 J。\n07:48 客服：我这里确认一下：B (Bike), K (Kilo), E (Echo), N (November), A (Apple), 然后 J (Julie)。\n08:01 客户：是的。\n08:03 客服：好的。请稍等。女士，感谢您的在线等待。我已经成功地将此咨询或问题加急升级给我们的专门团队了。我也给您发了一封邮件。\n08:52 客服：您能检查一下是否收到了吗？\n09:02 客户：是的，我收到了。\n09:04 客服：好的，女士。在我发送的那封邮件中，您可以直接回复并附上 Aeroflow 的收据副本。好吗？\n09:14 客户：好的。\n09:17 客服：解决方案将在 24 个工作小时内提供给您，也就是说今天任何时候，如果今天没有，最晚到明天。好吗？\n09:26 客户：好的。我会把收据发给你们。抱歉，您说接下来会发生什么？\n09:32 客服：24 个工作小时是等待时间。有人会在今天任何时候，或者最迟明天联系您。\n09:41 客户：好的。他们会告诉我该怎么做吗？或者……\n09:47 客服：是的，女士。然后会为您提供解决方案。\n09:50 客户：好的。太感谢了。\n09:55 客服：不客气。请留意您的邮件，非常感谢您的配合。祝您度过美好的一天。再见。\n10:01 客户：谢谢。你也一样。拜拜。\n如果您从此评论中删除任何数据，您还必须删除通话录音文件，以确保数据从所有 Zendesk 系统中删除。"
    },
    {
      "conversation_id": "57886925096985",
      "created_at": "2026-05-13T13:50:21Z",
      "sender_type": "agent",
      "author_name": "CT-Moel",
      "channel": "voice",
      "translated_text": "来自 +1 (952) 452-2031 的入站通话\n通话详情：\n\n来电自：+1 (952) 452-2031\n拨打至：+1 (619) 848-0676\n通话时间：2026-05-13 13:39:15 UTC\n位置：美国明尼苏达州明尼阿波利斯\n接听者：CT-Moel\n通话时长：11 分 5 秒\n收听录音：https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA34b11cf10ebb26e12b29948d51ceae6b/twilio/call/recording"
    },
    {
      "conversation_id": "57886899488921",
      "created_at": "2026-05-13T13:48:48Z",
      "sender_type": "internal",
      "author_name": "CT-Moel",
      "channel": "web",
      "translated_text": "客户沟通：入站 (IB)\n问题详情：无奶量输出 | 吸力弱*2\n提供的解决方案：升级至 B2B 团队\n客户回应：客户同意\n后续行动：无\n升级详情：无\npanningmakenaj@gmail.com"
    },
    {
      "conversation_id": "57886914938649",
      "created_at": "2026-05-13T13:48:39Z",
      "sender_type": "agent",
      "author_name": "CT-Moel",
      "channel": "web",
      "translated_text": "您好，\n \n希望这封邮件能带给您健康平安。\n \n我们很高兴地通知您，我们已成功收到您的请求。感谢您向我们反映此事。\n \n为了给您提供最及时、最专业的协助，我们将把您的咨询转发给 Momcozy 内部的专业团队。在处理交接期间，请您耐心等待。\n \n请放心，我们非常重视您的时间和耐心。您可以期待在 24 个工作小时内收到我们的详细回复。\n \n感谢您的理解以及对 Momcozy 的信任。我们始终致力于提供最高质量的服务。\n \n顺颂商祺，\nMomcozy 客户支持团队"
    },
    {
      "conversation_id": "57886722134553",
      "created_at": "2026-05-13T13:39:28Z",
      "sender_type": "internal",
      "author_name": "Caller +1 (952) 452-2031",
      "channel": "voice",
      "translated_text": "来电自：+1 (952) 452-2031\n\n拨打至：+1 (619) 848-0676\n\n通话时间：2026年5月13日 下午1:39:15 UTC"
    }
  ],
  "chinese_reading_text": "标题：与来电者 +1 (952) 452-2031 的通话\n既有分类：吸力弱 (CPI::Weak suction)\n产品/渠道：milk pump::Momcozy::M9 / Voice & Email\n客服备注：无奶量输出 | 吸力弱*2；已升级至 B2B 团队，需客户提供收据。\n描述：2026-05-13 通话记录，来自明尼苏达州，时长 11 分 5 秒。\n\n会话翻译：\n1. [2026-05-13 13:39] 内部：通话接入。拨打至 +1 (619) 848-0676。\n2. [2026-05-13 13:48] 客服：发送模板邮件告知已收到请求，并已转发给专业团队，预计 24 小时内回复。\n3. [2026-05-13 13:48] 内部：记录问题为“无奶量输出、吸力弱”，客户同意升级处理。\n4. [2026-05-13 13:50] 客服：通话详情记录。通话时长 11 分 5 秒。\n5. [2026-05-13 13:50] 内部：通话转录显示客户通过 Aeroflow 保险购买的 M9 吸乳器在第一个月后吸力变弱，导致无法吸出乳汁。客服指导其测试马达吸力，客户反馈 15 级下吸力仍觉不足。客服记录了客户邮箱并要求回复收据。\n6. [2026-05-13 13:50] 内部：通话摘要，详细说明了排查步骤、确认型号为 M9 以及升级后续安排。\n7. [2026-05-13 13:57] 客户：提交了购买证明邮件。",
  "translation_notes": [
    "在转录 06:51 至 08:01 段落中，客服在确认邮箱拼写时使用了北约音标（Tango, November 等），翻译中保留了字母对应关系以确保准确性。"
  ]
}

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  "created": "2026-05-13T13:39:28Z",
  "subject": "Call with Caller +1 (952) 452-2031",
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  "ticket": {
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    "description": "Call from: +1 (952) 452-2031\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 1:39:15 PM UTC",
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    "last_comment": {
      "id": 57887043305241,
      "body": "Here is my proof of purchase!  Thanks   \n Best, MaKena Panning",
      "created_at": "2026-05-13T13:57:00Z",
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{
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      "id": 57887043305241,
      "type": "Comment",
      "author_id": 56392803682841,
      "body": "Here is my proof of purchase!\n\nThanks\n\n\n\nBest,\nMaKena Panning",
      "html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\">Here is my proof of purchase!&nbsp;<div>Thanks&nbsp;</div><div><br><div dir=\"ltr\">Best,<div>MaKena Panning</div></div></div></div>",
      "plain_body": "Here is my proof of purchase!&nbsp; Thanks&nbsp;  \n Best, MaKena Panning",
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            "name": "MaKena",
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              "panningmakenaj@gmail.com",
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      "body": "#### **Call summary:**\n\n\n- Customer purchased a breast pump in February through insurance (Aeroflow product) for her newborn.\n- Initially, the pump worked well, but now although it turns on and has suction, it is not effectively extracting milk.\n- The customer uses correct flange inserts (size 24) and experiences issues with both sides of the pump.\n- Suction is present but weaker than before, even at the highest level (15).\n- The agent guided the customer to test suction on the motor unit; suction was felt but was diminished.\n- The agent confirmed the pump model as Mobile Flow M9.\n- Customer provided her email (panningmakena.j@gmail.com) to escalate the issue.\n- The agent escalated the problem to the specialized support team and sent an email requesting a copy of the insurance receipt from Aeroflow.\n- Customer is instructed to reply to the email with the receipt for after-sales support and possible resolution.\n- Expected resolution timeline is within 24 business hours after receipt submission, during which the support team will contact the customer with next steps or solutions.\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 breast pump in February through insurance (Aeroflow product) for her newborn.</li><li>Initially, the pump worked well, but now although it turns on and has suction, it is not effectively extracting milk.</li><li>The customer uses correct flange inserts (size 24) and experiences issues with both sides of the pump.</li><li>Suction is present but weaker than before, even at the highest level (15).</li><li>The agent guided the customer to test suction on the motor unit; suction was felt but was diminished.</li><li>The agent confirmed the pump model as Mobile Flow M9.</li><li>Customer provided her email (panningmakena.j@gmail.com) to escalate the issue.</li><li>The agent escalated the problem to the specialized support team and sent an email requesting a copy of the insurance receipt from Aeroflow.</li><li>Customer is instructed to reply to the email with the receipt for after-sales support and possible resolution.</li><li>Expected resolution timeline is within 24 business hours after receipt submission, during which the support team will contact the customer with next steps or solutions.</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 breast pump in February through insurance (Aeroflow product) for her newborn.  Initially, the pump worked well, but now although it turns on and has suction, it is not effectively extracting milk.  The customer uses correct flange inserts (size 24) and experiences issues with both sides of the pump.  Suction is present but weaker than before, even at the highest level (15).  The agent guided the customer to test suction on the motor unit; suction was felt but was diminished.  The agent confirmed the pump model as Mobile Flow M9.  Customer provided her email (panningmakena.j@gmail.com) to escalate the issue.  The agent escalated the problem to the specialized support team and sent an email requesting a copy of the insurance receipt from Aeroflow.  Customer is instructed to reply to the email with the receipt for after-sales support and possible resolution.  Expected resolution timeline is within 24 business hours after receipt submission, during which the support team will contact the customer with next steps or solutions.  \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": "2026-05-13T13:50:44Z",
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      "id": 57886905721625,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call transcript:**\n\n\n**00:05** **Agent** Thank you for calling momcozy. How can I help you today?\n**00:10** **Customer** Hi there. I got my pumps in February for my newborn that was born, and I'm I they were super great the first month, and now they're not working.\n**00:27** **Agent** I see. So sorry to hear about that. And if I may ask, where did you purchase the product from?\n**00:34** **Customer** Through insurance. The Aeroflow product.\n**00:41** **Agent** Got it. Thank you so much, ma'am, for that. I believe you still have a copy of receipt from insure insurance, ma'am. Is that correct?\n**00:49** **Customer** Do I?\n**00:52** **Agent** Yeah. A copy of receipt. You still have a copy of receipt?\n**00:56** **Customer** I'm assuming so. Yeah. I can look.\n**01:00** **Agent** Alright, ma'am. Now for the issue that you've encountered, ma'am, could you is it, like, not turning on, not suctioning, or was it, like, leak only?\n**01:12** **Customer** It's turning on. It's just not like and it's like sorry. This is kind of hard to explain without being too graphic. But, like, it pulls my nipple, but nothing comes out. In the first month, it was super great, and I was having success with it.\n**01:31** **Customer** And now it's not working. So I don't know what's going on.\n**01:37** **Agent** I see. So it's the the pump itself has, like, a suction, but you're not getting a decent amount of, like, milk or no milk output at all. Correct, ma'am?\n**01:49** **Customer** Yeah. Yeah. I'm actually not getting any milk at all even when I'm super full.\n**01:55** **Agent** I see. Yeah. I'm gonna do the same thing. Using, like, flange inserts, ma'am, the the smaller pieces of flanges?\n**02:06** **Customer** Sorry. Say that again?\n**02:09** **Agent** Are you using a smaller pieces of flange, ma'am, which is the flange inserts?\n**02:14** **Customer** Yes. I'm using the 1 that fits me. Yep.\n**02:18** **Agent** I see. And you're using at least 70, 19, or anywhere between that. What is your size limit?\n**02:28** **Customer** I am a 24, so I had I had inserts for 24.\n**02:35** **Agent** Inserts for 24. Okay, ma'am. Mhmm. Got it. Alright.\n**02:39** **Agent** So the issue that you've encountered, was that for both of the pump or 1 of the side only, ma'am?\n**02:45** **Customer** It seems like I'm I'm having issues with both pumps, and it seems like it's the suction part maybe. I even have it on, like, level 15, and it still doesn't pull anything.\n**02:57** **Agent** I see. Got it. So the pump turns on. Did you try, like, removing the motor from the milk collector, putting your finger on the suction hole to see if there's any suction or not?\n**03:10** **Customer** I did not do that. No.\n**03:12** **Agent** Yeah. Could you try it right now, ma'am?\n**03:16** **Customer** Yep. Okay. So what do how do I find that?\n**03:40** **Agent** Yes. So so just remove the motor from the milk collector. Put it upside down, the motor. Okay. So you should be, like you should be able to see, like, a small hole.\n**03:52** **Agent** You just have to Yeah. Put your finger on the suction hose, ma'am, see if there's any suction or not.\n**04:00** **Customer** Yeah. I do feel suction.\n**04:04** **Agent** Mhmm. Was it, like, as strong as it was before, or was it weaker?\n**04:10** **Customer** You know, it doesn't feel that strong On level 15. I see. Not sure what it felt like. Did you try on\n**04:21** **Agent** the other side as well? Yep. I can do that.\n**04:37** **Customer** Yeah. This one's working too. I can feel the suction. I just don't know how powerful it should feel. Once you have\n**04:47** **Agent** it Alright. That's that's totally fine. But when you try to put it together, like, putting it on the milk collector, is the dye up from, like or your your breasts or nipple are being sucked in or not really?\n**05:06** **Customer** They they are, but it's it's not, like, what it used to be.\n**05:12** **Agent** I see. Alright, ma'am. Yeah. Thank you so much for that. Alright.\n**05:16** **Agent** Well, in this matter, I'd be more than happy now to okay. Totally understand, ma'am. So for this 1, for us to be able to, you know, help you out in terms of providing you with this solution, ma'am, I would be needing now to escalate this to our support for them to be able to assist you in getting you an after sales solution. Okay? Now could you tell me, ma'am, the model of the pump that you have?\n**05:41** **Agent** Do you have the m 9?\n**05:44** **Customer** Yeah. And sorry. I just I missed what you said. I couldn't hear you.\n**05:50** **Agent** Sorry about that. So I'll be needing now to properly escalate this or expedite this issue directly to our specialized team from momcozy who will assist you in providing you the solution, ma'am. Okay? Okay. Okay.\n**06:07** **Agent** Alright then. Now the model of the pump that you have, that's the m 9. Is that correct?\n**06:13** **Customer** I have the mobile flow m 9. Is that what it is? Oh, let me see.\n**06:23** **Agent** Alright. That's totally fine. Mobile flow. Thank you so much, ma'am, for that. Okay?\n**06:27** **Agent** So now for me to be able to properly escalate this, I will be needing to have an active email, please.\n**06:35** **Customer** It is panning, panning,mackena,makena,theletterj,@gmail.com.\n**06:51** **Agent** So I have here t as in tango, a n, n as in November, I, n as in Nancy, g, m as in Mike.\n**07:03** **Customer** No. It's p, p as in pan,\n**07:09** **Agent** p a n. Is that correct?\n**07:11** **Customer** Yep. Okay.\n**07:14** **Agent** So p a n n I n g. And then the second word, m as in Mike, a k c, n as in Nancy, a Nope. And then j.\n**07:29** **Customer** Okay. Mhmm. Nope. It's m a k e n a.\n**07:44** **Agent** Thank you so much. And then j at the end.\n**07:47** **Customer** Letter j.\n**07:48** **Agent** I have here so what I have here is BAsInBikeKAsInKiloEAsInEchoNAsInNovemberAAsInAppleThenJAsInJulie.\n**08:01** **Customer** Yep.\n**08:03** **Agent** Alright. Hold on a second, please. Ma'am, yeah, thank you so much for waiting here on the other line. So I was able now to properly expedite or escalate this inquiry or issue to our specialized team, ma'am. I did also send you an email.\n**08:52** **Agent** Can you double check if you received it, ma'am? Yep.\n**09:02** **Customer** Yes. I did receive it.\n**09:04** **Agent** Alright, ma'am. So on the email that I did send, can actually reply back to me with a copy of receipt from Aeroflow. Okay?\n**09:14** **Customer** Okay. Alright\n**09:17** **Agent** then. So the resolution will be provided to you within 24 business hours, meaning anytime today, but if not, up until tomorrow. Okay?\n**09:26** **Customer** Okay. So I'll send you this receipt. And then sorry. What did you say is gonna happen?\n**09:32** **Agent** The 24 business hours is the wait time. Someone will get in touch with you anytime today, but if not, up until tomorrow.\n**09:41** **Customer** Okay. And they'll just, like, tell me what to do with it? Or\n**09:47** **Agent** Yes, ma'am. And then offer you a solution.\n**09:50** **Customer** Okay. Alright. Alright. Thank you so much.\n**09:55** **Agent** You're welcome. So just kindly keep an eye on your email, and thank you so much for your time. Hope you have a great day. Bye for now.\n**10:01** **Customer** Thank you. Thanks. 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>00:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you for calling momcozy. How can I help you today?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi there. I got my pumps in February for my newborn that was born, and I'm I they were super great the first month, and now they're not working.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. So sorry to hear about that. And if I may ask, where did you purchase the product from?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Through insurance. The Aeroflow product.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Got it. Thank you so much, ma'am, for that. I believe you still have a copy of receipt from insure insurance, ma'am. Is that correct?</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Do I?</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;\">Yeah. A copy of receipt. You still have a copy of receipt?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm assuming so. Yeah. I can look.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright, ma'am. Now for the issue that you've encountered, ma'am, could you is it, like, not turning on, not suctioning, or was it, like, leak only?</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;\">It's turning on. It's just not like and it's like sorry. This is kind of hard to explain without being too graphic. But, like, it pulls my nipple, but nothing comes out. In the first month, it was super great, and I was having success with it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And now it's not working. So I don't know what's going on.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. So it's the the pump itself has, like, a suction, but you're not getting a decent amount of, like, milk or no milk output at all. Correct, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:49</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Yeah. I'm actually not getting any milk at all even when I'm super full.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. Yeah. I'm gonna do the same thing. Using, like, flange inserts, ma'am, the the smaller pieces of flanges?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry. Say that again?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Are you using a smaller pieces of flange, ma'am, which is the flange inserts?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. I'm using the 1 that fits me. Yep.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. And you're using at least 70, 19, or anywhere between that. What is your size limit?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I am a 24, so I had I had inserts for 24.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Inserts for 24. Okay, ma'am. Mhmm. Got it. Alright.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So the issue that you've encountered, was that for both of the pump or 1 of the side only, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It seems like I'm I'm having issues with both pumps, and it seems like it's the suction part maybe. I even have it on, like, level 15, and it still doesn't pull anything.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:57</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. Got it. So the pump turns on. Did you try, like, removing the motor from the milk collector, putting your finger on the suction hole to see if there's any suction or not?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I did not do that. No.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:12</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Could you try it right now, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yep. Okay. So what do how do I find that?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. So so just remove the motor from the milk collector. Put it upside down, the motor. Okay. So you should be, like you should be able to see, like, a small hole.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You just have to Yeah. Put your finger on the suction hose, ma'am, see if there's any suction or not.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:00</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. I do feel suction.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Was it, like, as strong as it was before, or was it weaker?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You know, it doesn't feel that strong On level 15. I see. Not sure what it felt like. Did you try on</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;\">the other side as well? Yep. I can do that.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. This one's working too. I can feel the suction. I just don't know how powerful it should feel. Once you have</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">it Alright. That's that's totally fine. But when you try to put it together, like, putting it on the milk collector, is the dye up from, like or your your breasts or nipple are being sucked in or not really?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">They they are, but it's it's not, like, what it used to be.</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;\">I see. Alright, ma'am. Yeah. Thank you so much for that. Alright.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Well, in this matter, I'd be more than happy now to okay. Totally understand, ma'am. So for this 1, for us to be able to, you know, help you out in terms of providing you with this solution, ma'am, I would be needing now to escalate this to our support for them to be able to assist you in getting you an after sales solution. Okay? Now could you tell me, ma'am, the model of the pump that you have?</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;\">Do you have the m 9?</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;\">Yeah. And sorry. I just I missed what you said. I couldn't hear you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry about that. So I'll be needing now to properly escalate this or expedite this issue directly to our specialized team from momcozy who will assist you in providing you the solution, ma'am. Okay? Okay. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright then. Now the model of the pump that you have, that's the m 9. Is that correct?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:13</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 have the mobile flow m 9. Is that what it is? Oh, let me see.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. That's totally fine. Mobile flow. Thank you so much, ma'am, for that. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So now for me to be able to properly escalate this, I will be needing to have an active email, please.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It is panning, panning,mackena,makena,theletterj,@gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So I have here t as in tango, a n, n as in November, I, n as in Nancy, g, m as in Mike.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. It's p, p as in pan,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">p a n. Is that correct?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yep. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:14</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 p a n n I n g. And then the second word, m as in Mike, a k c, n as in Nancy, a Nope. And then j.</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. Mhmm. Nope. It's m a k e n a.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you so much. And then j at the end.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Letter j.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I have here so what I have here is BAsInBikeKAsInKiloEAsInEchoNAsInNovemberAAsInAppleThenJAsInJulie.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yep.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:03</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. Hold on a second, please. Ma'am, yeah, thank you so much for waiting here on the other line. So I was able now to properly expedite or escalate this inquiry or issue to our specialized team, ma'am. I did also send you an email.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Can you double check if you received it, ma'am? Yep.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. I did receive it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:04</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, ma'am. So on the email that I did send, can actually reply back to me with a copy of receipt from Aeroflow. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Alright</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">then. So the resolution will be provided to you within 24 business hours, meaning anytime today, but if not, up until tomorrow. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:26</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 I'll send you this receipt. And then sorry. What did you say is gonna happen?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">The 24 business hours is the wait time. Someone will get in touch with you anytime today, but if not, up until tomorrow.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. And they'll just, like, tell me what to do with it? Or</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. And then offer you a solution.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:50</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. Alright. Alright. Thank you so much.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You're welcome. So just kindly keep an eye on your email, and thank you so much for your time. Hope you have a great day. Bye for now.</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you. Thanks. 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: \n00:05AgentThank you for calling momcozy. How can I help you today?00:10CustomerHi there. I got my pumps in February for my newborn that was born, and I'm I they were super great the first month, and now they're not working.00:27AgentI see. So sorry to hear about that. And if I may ask, where did you purchase the product from?00:34CustomerThrough insurance. The Aeroflow product.00:41AgentGot it. Thank you so much, ma'am, for that. I believe you still have a copy of receipt from insure insurance, ma'am. Is that correct?00:49CustomerDo I?00:52AgentYeah. A copy of receipt. You still have a copy of receipt?00:56CustomerI'm assuming so. Yeah. I can look.01:00AgentAlright, ma'am. Now for the issue that you've encountered, ma'am, could you is it, like, not turning on, not suctioning, or was it, like, leak only?01:12CustomerIt's turning on. It's just not like and it's like sorry. This is kind of hard to explain without being too graphic. But, like, it pulls my nipple, but nothing comes out. In the first month, it was super great, and I was having success with it.01:31CustomerAnd now it's not working. So I don't know what's going on.01:37AgentI see. So it's the the pump itself has, like, a suction, but you're not getting a decent amount of, like, milk or no milk output at all. Correct, ma'am?01:49CustomerYeah. Yeah. I'm actually not getting any milk at all even when I'm super full.01:55AgentI see. Yeah. I'm gonna do the same thing. Using, like, flange inserts, ma'am, the the smaller pieces of flanges?02:06CustomerSorry. Say that again?02:09AgentAre you using a smaller pieces of flange, ma'am, which is the flange inserts?02:14CustomerYes. I'm using the 1 that fits me. Yep.02:18AgentI see. And you're using at least 70, 19, or anywhere between that. What is your size limit?02:28CustomerI am a 24, so I had I had inserts for 24.02:35AgentInserts for 24. Okay, ma'am. Mhmm. Got it. Alright.02:39AgentSo the issue that you've encountered, was that for both of the pump or 1 of the side only, ma'am?02:45CustomerIt seems like I'm I'm having issues with both pumps, and it seems like it's the suction part maybe. I even have it on, like, level 15, and it still doesn't pull anything.02:57AgentI see. Got it. So the pump turns on. Did you try, like, removing the motor from the milk collector, putting your finger on the suction hole to see if there's any suction or not?03:10CustomerI did not do that. No.03:12AgentYeah. Could you try it right now, ma'am?03:16CustomerYep. Okay. So what do how do I find that?03:40AgentYes. So so just remove the motor from the milk collector. Put it upside down, the motor. Okay. So you should be, like you should be able to see, like, a small hole.03:52AgentYou just have to Yeah. Put your finger on the suction hose, ma'am, see if there's any suction or not.04:00CustomerYeah. I do feel suction.04:04AgentMhmm. Was it, like, as strong as it was before, or was it weaker?04:10CustomerYou know, it doesn't feel that strong On level 15. I see. Not sure what it felt like. Did you try on04:21Agentthe other side as well? Yep. I can do that.04:37CustomerYeah. This one's working too. I can feel the suction. I just don't know how powerful it should feel. Once you have04:47Agentit Alright. That's that's totally fine. But when you try to put it together, like, putting it on the milk collector, is the dye up from, like or your your breasts or nipple are being sucked in or not really?05:06CustomerThey they are, but it's it's not, like, what it used to be.05:12AgentI see. Alright, ma'am. Yeah. Thank you so much for that. Alright.05:16AgentWell, in this matter, I'd be more than happy now to okay. Totally understand, ma'am. So for this 1, for us to be able to, you know, help you out in terms of providing you with this solution, ma'am, I would be needing now to escalate this to our support for them to be able to assist you in getting you an after sales solution. Okay? Now could you tell me, ma'am, the model of the pump that you have?05:41AgentDo you have the m 9?05:44CustomerYeah. And sorry. I just I missed what you said. I couldn't hear you.05:50AgentSorry about that. So I'll be needing now to properly escalate this or expedite this issue directly to our specialized team from momcozy who will assist you in providing you the solution, ma'am. Okay? Okay. Okay.06:07AgentAlright then. Now the model of the pump that you have, that's the m 9. Is that correct?06:13CustomerI have the mobile flow m 9. Is that what it is? Oh, let me see.06:23AgentAlright. That's totally fine. Mobile flow. Thank you so much, ma'am, for that. Okay?06:27AgentSo now for me to be able to properly escalate this, I will be needing to have an active email, please.06:35CustomerIt is panning, panning,mackena,makena,theletterj,@gmail.com.06:51AgentSo I have here t as in tango, a n, n as in November, I, n as in Nancy, g, m as in Mike.07:03CustomerNo. It's p, p as in pan,07:09Agentp a n. Is that correct?07:11CustomerYep. Okay.07:14AgentSo p a n n I n g. And then the second word, m as in Mike, a k c, n as in Nancy, a Nope. And then j.07:29CustomerOkay. Mhmm. Nope. It's m a k e n a.07:44AgentThank you so much. And then j at the end.07:47CustomerLetter j.07:48AgentI have here so what I have here is BAsInBikeKAsInKiloEAsInEchoNAsInNovemberAAsInAppleThenJAsInJulie.08:01CustomerYep.08:03AgentAlright. Hold on a second, please. Ma'am, yeah, thank you so much for waiting here on the other line. So I was able now to properly expedite or escalate this inquiry or issue to our specialized team, ma'am. I did also send you an email.08:52AgentCan you double check if you received it, ma'am? Yep.09:02CustomerYes. I did receive it.09:04AgentAlright, ma'am. So on the email that I did send, can actually reply back to me with a copy of receipt from Aeroflow. Okay?09:14CustomerOkay. Alright09:17Agentthen. So the resolution will be provided to you within 24 business hours, meaning anytime today, but if not, up until tomorrow. Okay?09:26CustomerOkay. So I'll send you this receipt. And then sorry. What did you say is gonna happen?09:32AgentThe 24 business hours is the wait time. Someone will get in touch with you anytime today, but if not, up until tomorrow.09:41CustomerOkay. And they'll just, like, tell me what to do with it? Or09:47AgentYes, ma'am. And then offer you a solution.09:50CustomerOkay. Alright. Alright. Thank you so much.09:55AgentYou're welcome. So just kindly keep an eye on your email, and thank you so much for your time. Hope you have a great day. Bye for now.10:01CustomerThank you. Thanks. 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\nWe hope this message finds you in good health.\n\nWe are pleased to inform you that we have successfully received your request. We appreciate your effort in bringing this matter to our attention.\n\nIn order to provide you with the most prompt and professional assistance, we will be forwarding your inquiry to a specialized team within momcozy. We kindly ask for your patience as we facilitate this transfer.\n\nPlease be assured that we greatly value your time and patience. You can anticipate a detailed response from us within 24 hours on a 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",
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