提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1255318",
"subject": "Call with Caller +1 (918) 253-7927",
"description": "Call from: +1 (918) 253-7927\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 2:31:49 PM UTC",
"status": "open",
"priority": "normal",
"product_model": "milk pump::Momcozy::M9",
"created_at": "2026-05-13T14:31:58Z",
"updated_at": "2026-05-13T14:50:39Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "1 pump / can't connect to app",
"agents_notes": "1 pump / can't connect to app",
"category_field_id": "34154549939865",
"category_name": "APP issue::Pair failed with the device",
"category_value": "app_issue__pair_failed_with_the_device",
"category_zh": "设备配对失败"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 4,
"voice": 2
}
},
"messages": [
{
"conversation_id": "57888060975513",
"type": "Comment",
"created_at": "2026-05-13T14:50:39Z",
"author_id": "34818877588633",
"author_name": "CT-Gold",
"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": "57888054106521",
"type": "Comment",
"created_at": "2026-05-13T14:49:06Z",
"author_id": "34818877588633",
"author_name": "CT-Gold",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: INBOUND\nIssue Details: 1 pump / can't connect to app\nResolution Offered: advised cx to wait for the response of specialized team via email within 24 business hrs / educ abt the receipt\nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A\ndakotadawn1999@gmail.com"
},
{
"conversation_id": "57887919183129",
"type": "Comment",
"created_at": "2026-05-13T14:42:14Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer is unable to connect one of her two Momcozy M9 breast pumps to the Bluetooth app; the other pump connects fine. The problematic pump stops connecting at 33% despite being fully charged and close to the phone. Customer purchased replacement parts through insurance (Aeroflow) and has previously contacted support via email. Agent retrieved previous conversation and order details using customer's email and confirmed the issue pertains to the M9 breast pump in the US. The case will be handled by the Momcozy specialized team, which will reach out via email within 24 business hours for after-sales resolution. Agent provided basic troubleshooting steps and assured transfer to specialized team for further assistance. Customer requested and was given the ticket number (1255318). Agent will send an email confirmation to the customer after the call. No further questions from the customer; call concluded professionally. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57887908874649",
"type": "Comment",
"created_at": "2026-05-13T14:42:10Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:01AgentThank you for calling ma'am cozy. This is How can I help you?00:05CustomerHi. I cannot get 1 of my, um, pumps to connect, uh, Bluetooth.00:13AgentTo your app, ma'am? Is that what you mean?00:17CustomerYes.00:19AgentOkay. So for 1 pump only?00:22CustomerYes. I can get 1 to connect and not the other, and it's saying to contact customer support.00:30AgentOkay. So I'm so sorry to hear that, ma'am. No worries, ma'am. We're gonna check how we can further assist you. So could you please provide to me, ma'am, your order number?00:43CustomerLet me look. I I had these are my replacement parts. So my last piece of it working, they sent me these. So I don't know if I have an order number.00:53AgentPlease provide to me, ma'am, the the original order number, ma'am.00:57CustomerOkay. 1 second. Let me look it up.01:01AgentSure, ma'am. By the way, ma'am, may I know where did you purchase, ma'am, the phone? Like, was it on our official website?01:27CustomerAeroflow, my insurance.01:30AgentAh, through your insurance, ma'am. I see. So have you sent us an email before by any chance, or were you being or where have you been assisted, ma'am?01:42CustomerYes. An email.01:45AgentOkay. So, yeah, could you please provide to me, ma'am, your email address? I'll try to pull up some information, ma'am.01:51CustomerOkay. Dakota, dakota,Dawn,dawn,1999@Gmail.com.02:06AgentAlrighty. Thank you, ma'am. So let me just try to pull up some information. Okay? Just kindly stay on the line.02:11AgentThank you. Please bear with me, ma'am. Okay? I'm still trying to pull up some information. Thank you, ma'am.03:54CustomerOkay. I have the order number now if you need it.04:02AgentThat's okay, ma'am. We will just gonna try to pull it up, ma'am. Hold on.04:06CustomerOkay.05:00AgentAlrighty. Thank you, ma'am, for patiently holding. So I was able, ma'am, to retrieve the conversation that you've had, ma'am, before from our specialized team. And just to confirm, ma'am, this is for your aerogel breast pump, the m 9 pump. Correct, ma'am?05:18AgentCorrect.05:20CustomerOkay.05:21AgentAnd you are from US. Right, Correct. Okay. So for this 1, ma'am, just like before, I just want you to know, ma'am, that this is still gonna be handled by our momcozy specialized team. So you'll still be the 1, ma'am, to provide the after sales resolution for your breast pump, ma'am.05:43AgentOkay? And just like before, they'll be reaching out to you via email within 24 business hours, ma'am. So please make sure that you keep an eye, ma'am, on your email, okay, for further assistance.05:58CustomerSo you can help me connect05:59Agentit? For that 1, ma'am, I can actually provide you some troubleshooting. But have you already tried, ma'am, to scan the QR code, ma'am, indicated on the pump?06:15CustomerYes, ma'am. And it it starts connecting, it stops at 33%.06:24AgentBut the pump, ma'am, is fully charged, if I may ask?06:30CustomerYes. Yes, ma'am.06:34AgentOkay. Yeah. Due to connection So if I can ma'am, are you actually making sure that when while we connect app both both devices, ma'am, are near to 1 another?07:00CustomerYes, ma'am.07:05AgentOkay. So, yeah, if that would be the case, ma'am, nothing to worry, ma'am. We will gonna partner it with our specialized team, ma'am, and then they'll be the 1, ma'am, to provide the after sales resolution for the breast pump booking.07:17CustomerOkay. Can I have the ticket number?07:25AgentSure, ma'am. I can provide you a ticket number. Let me know, ma'am, whenever you're ready.07:30CustomerOkay. I'm ready.07:34AgentSo that would be 1255318. Perfect. Thank you. You're welcome, ma'am. So, yeah, again, ma'am, that's gonna be via email within 24 business hours for the assistance.07:54AgentThen I'll be sending you, ma'am, an email confirmation as well right after this call for your assurance, ma'am. Okay?08:00CustomerOkay. Thank you.08:04AgentThank you, ma'am. So, yeah, if you don't have any more question, again, thank you for calling momcozy. Have a wonderful here, ma'am. Bye for now.\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": "57887950196889",
"type": "VoiceComment",
"created_at": "2026-05-13T14:41:53Z",
"author_id": "34818877588633",
"author_name": "CT-Gold",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Inbound call from +1 (918) 253-7927\nCall Details:\n\nCall from: +1 (918) 253-7927\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 14:31:49 UTC\nLocation: Jay, Oklahoma, United States\nAnswered by: CT-Gold\nLength of phone call: 10 minutes, 2 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA71b1ea748a351a1d291614c546293c8a/twilio/call/recording"
},
{
"conversation_id": "57887741133081",
"type": "Comment",
"created_at": "2026-05-13T14:31:58Z",
"author_id": "57596453634969",
"author_name": "Caller +1 (918) 253-7927",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (918) 253-7927\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 2:31:49 PM UTC"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57888060975513,
"type": "Comment",
"author_id": 34818877588633,
"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",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>We hope this message finds you in good health.<br> <br>We are pleased to inform you that we have successfully received your request. We appreciate your effort in bringing this matter to our attention.<br> <br>In 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.<br> <br>Please 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.<br> <br>We thank you for your understanding and trust in momcozy. We remain committed to delivering the highest quality of service.<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_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",
"public": true,
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"locale": "en",
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"to": {
"address": "dakotadawn1999@gmail.com",
"name": "Dakota Jeffries"
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},
"created_at": "2026-05-13T14:50:39Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
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"location": "Naga, 05, Philippines",
"latitude": 13.6166,
"longitude": 123.1804
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{
"id": 57888054106521,
"type": "Comment",
"author_id": 34818877588633,
"body": "Customer Communications: INBOUND\nIssue Details: 1 pump / can't connect to app\nResolution Offered: advised cx to wait for the response of specialized team via email within 24 business hrs / educ abt the receipt\nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A\ndakotadawn1999@gmail.com",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: INBOUND<br>Issue Details: 1 pump / can't connect to app<br>Resolution Offered: advised cx to wait for the response of specialized team via email within 24 business hrs / educ abt the receipt<br>Customer Responses: cx understood<br>Follow-up Actions: N/A<br>Escalation Details: N/A<br><a href=\"mailto:dakotadawn1999@gmail.com\" rel=\"noreferrer\">dakotadawn1999@gmail.com</a><br></div>",
"plain_body": "Customer Communications: INBOUND\nIssue Details: 1 pump / can't connect to app\nResolution Offered: advised cx to wait for the response of specialized team via email within 24 business hrs / educ abt the receipt\nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A\ndakotadawn1999@gmail.com",
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"created_at": "2026-05-13T14:49:06Z",
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{
"id": 57887919183129,
"type": "Comment",
"author_id": -1,
"body": "#### **Call summary:**\n\n\n- Customer is unable to connect one of her two Momcozy M9 breast pumps to the Bluetooth app; the other pump connects fine.\n- The problematic pump stops connecting at 33% despite being fully charged and close to the phone.\n- Customer purchased replacement parts through insurance (Aeroflow) and has previously contacted support via email.\n- Agent retrieved previous conversation and order details using customer's email and confirmed the issue pertains to the M9 breast pump in the US.\n- The case will be handled by the Momcozy specialized team, which will reach out via email within 24 business hours for after-sales resolution.\n- Agent provided basic troubleshooting steps and assured transfer to specialized team for further assistance.\n- Customer requested and was given the ticket number (1255318).\n- Agent will send an email confirmation to the customer after the call.\n- No further questions from the customer; call concluded professionally.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer is unable to connect one of her two Momcozy M9 breast pumps to the Bluetooth app; the other pump connects fine.</li><li>The problematic pump stops connecting at 33% despite being fully charged and close to the phone.</li><li>Customer purchased replacement parts through insurance (Aeroflow) and has previously contacted support via email.</li><li>Agent retrieved previous conversation and order details using customer's email and confirmed the issue pertains to the M9 breast pump in the US.</li><li>The case will be handled by the Momcozy specialized team, which will reach out via email within 24 business hours for after-sales resolution.</li><li>Agent provided basic troubleshooting steps and assured transfer to specialized team for further assistance.</li><li>Customer requested and was given the ticket number (1255318).</li><li>Agent will send an email confirmation to the customer after the call.</li><li>No further questions from the customer; call concluded professionally.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call summary: \n Customer is unable to connect one of her two Momcozy M9 breast pumps to the Bluetooth app; the other pump connects fine. The problematic pump stops connecting at 33% despite being fully charged and close to the phone. Customer purchased replacement parts through insurance (Aeroflow) and has previously contacted support via email. Agent retrieved previous conversation and order details using customer's email and confirmed the issue pertains to the M9 breast pump in the US. The case will be handled by the Momcozy specialized team, which will reach out via email within 24 business hours for after-sales resolution. Agent provided basic troubleshooting steps and assured transfer to specialized team for further assistance. Customer requested and was given the ticket number (1255318). Agent will send an email confirmation to the customer after the call. No further questions from the customer; call concluded professionally. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"created_at": "2026-05-13T14:42:14Z",
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{
"id": 57887908874649,
"type": "Comment",
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"body": "#### **Call transcript:**\n\n\n**00:01** **Agent** Thank you for calling ma'am cozy. This is How can I help you?\n**00:05** **Customer** Hi. I cannot get 1 of my, um, pumps to connect, uh, Bluetooth.\n**00:13** **Agent** To your app, ma'am? Is that what you mean?\n**00:17** **Customer** Yes.\n**00:19** **Agent** Okay. So for 1 pump only?\n**00:22** **Customer** Yes. I can get 1 to connect and not the other, and it's saying to contact customer support.\n**00:30** **Agent** Okay. So I'm so sorry to hear that, ma'am. No worries, ma'am. We're gonna check how we can further assist you. So could you please provide to me, ma'am, your order number?\n**00:43** **Customer** Let me look. I I had these are my replacement parts. So my last piece of it working, they sent me these. So I don't know if I have an order number.\n**00:53** **Agent** Please provide to me, ma'am, the the original order number, ma'am.\n**00:57** **Customer** Okay. 1 second. Let me look it up.\n**01:01** **Agent** Sure, ma'am. By the way, ma'am, may I know where did you purchase, ma'am, the phone? Like, was it on our official website?\n**01:27** **Customer** Aeroflow, my insurance.\n**01:30** **Agent** Ah, through your insurance, ma'am. I see. So have you sent us an email before by any chance, or were you being or where have you been assisted, ma'am?\n**01:42** **Customer** Yes. An email.\n**01:45** **Agent** Okay. So, yeah, could you please provide to me, ma'am, your email address? I'll try to pull up some information, ma'am.\n**01:51** **Customer** Okay. Dakota, dakota,Dawn,dawn,1999@Gmail.com.\n**02:06** **Agent** Alrighty. Thank you, ma'am. So let me just try to pull up some information. Okay? Just kindly stay on the line.\n**02:11** **Agent** Thank you. Please bear with me, ma'am. Okay? I'm still trying to pull up some information. Thank you, ma'am.\n**03:54** **Customer** Okay. I have the order number now if you need it.\n**04:02** **Agent** That's okay, ma'am. We will just gonna try to pull it up, ma'am. Hold on.\n**04:06** **Customer** Okay.\n**05:00** **Agent** Alrighty. Thank you, ma'am, for patiently holding. So I was able, ma'am, to retrieve the conversation that you've had, ma'am, before from our specialized team. And just to confirm, ma'am, this is for your aerogel breast pump, the m 9 pump. Correct, ma'am?\n**05:18** **Agent** Correct.\n**05:20** **Customer** Okay.\n**05:21** **Agent** And you are from US. Right, Correct. Okay. So for this 1, ma'am, just like before, I just want you to know, ma'am, that this is still gonna be handled by our momcozy specialized team. So you'll still be the 1, ma'am, to provide the after sales resolution for your breast pump, ma'am.\n**05:43** **Agent** Okay? And just like before, they'll be reaching out to you via email within 24 business hours, ma'am. So please make sure that you keep an eye, ma'am, on your email, okay, for further assistance.\n**05:58** **Customer** So you can help me connect\n**05:59** **Agent** it? For that 1, ma'am, I can actually provide you some troubleshooting. But have you already tried, ma'am, to scan the QR code, ma'am, indicated on the pump?\n**06:15** **Customer** Yes, ma'am. And it it starts connecting, it stops at 33%.\n**06:24** **Agent** But the pump, ma'am, is fully charged, if I may ask?\n**06:30** **Customer** Yes. Yes, ma'am.\n**06:34** **Agent** Okay. Yeah. Due to connection So if I can ma'am, are you actually making sure that when while we connect app both both devices, ma'am, are near to 1 another?\n**07:00** **Customer** Yes, ma'am.\n**07:05** **Agent** Okay. So, yeah, if that would be the case, ma'am, nothing to worry, ma'am. We will gonna partner it with our specialized team, ma'am, and then they'll be the 1, ma'am, to provide the after sales resolution for the breast pump booking.\n**07:17** **Customer** Okay. Can I have the ticket number?\n**07:25** **Agent** Sure, ma'am. I can provide you a ticket number. Let me know, ma'am, whenever you're ready.\n**07:30** **Customer** Okay. I'm ready.\n**07:34** **Agent** So that would be 1255318. Perfect. Thank you. You're welcome, ma'am. So, yeah, again, ma'am, that's gonna be via email within 24 business hours for the assistance.\n**07:54** **Agent** Then I'll be sending you, ma'am, an email confirmation as well right after this call for your assurance, ma'am. Okay?\n**08:00** **Customer** Okay. Thank you.\n**08:04** **Agent** Thank you, ma'am. So, yeah, if you don't have any more question, again, thank you for calling momcozy. Have a wonderful here, ma'am. Bye for now.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you for calling ma'am cozy. This is How can I help you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. I cannot get 1 of my, um, pumps to connect, uh, Bluetooth.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">To your app, ma'am? Is that what you mean?</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:19</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. So for 1 pump only?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:22</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 can get 1 to connect and not the other, and it's saying to contact customer support.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:30</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. So I'm so sorry to hear that, ma'am. No worries, ma'am. We're gonna check how we can further assist you. So could you please provide to me, ma'am, your order number?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Let me look. I I had these are my replacement parts. So my last piece of it working, they sent me these. So I don't know if I have an order number.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Please provide to me, ma'am, the the original order number, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:57</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. 1 second. Let me look it up.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sure, ma'am. By the way, ma'am, may I know where did you purchase, ma'am, the phone? Like, was it on our official website?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Aeroflow, my insurance.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Ah, through your insurance, ma'am. I see. So have you sent us an email before by any chance, or were you being or where have you been assisted, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. An email.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So, yeah, could you please provide to me, ma'am, your email address? I'll try to pull up some information, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Dakota, dakota,Dawn,dawn,1999@Gmail.com.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alrighty. Thank you, ma'am. So let me just try to pull up some information. Okay? Just kindly stay on the line.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you. Please bear with me, ma'am. Okay? I'm still trying to pull up some information. Thank you, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I have the order number now if you need it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That's okay, ma'am. We will just gonna try to pull it up, ma'am. Hold on.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alrighty. Thank you, ma'am, for patiently holding. So I was able, ma'am, to retrieve the conversation that you've had, ma'am, before from our specialized team. And just to confirm, ma'am, this is for your aerogel breast pump, the m 9 pump. Correct, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Correct.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And you are from US. Right, Correct. Okay. So for this 1, ma'am, just like before, I just want you to know, ma'am, that this is still gonna be handled by our momcozy specialized team. So you'll still be the 1, ma'am, to provide the after sales resolution for your breast pump, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay? And just like before, they'll be reaching out to you via email within 24 business hours, ma'am. So please make sure that you keep an eye, ma'am, on your email, okay, for further assistance.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So you can help me connect</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:59</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? For that 1, ma'am, I can actually provide you some troubleshooting. But have you already tried, ma'am, to scan the QR code, ma'am, indicated on the pump?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. And it it starts connecting, it stops at 33%.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">But the pump, ma'am, is fully charged, if I may ask?</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. Yes, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:34</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. Yeah. Due to connection So if I can ma'am, are you actually making sure that when while we connect app both both devices, ma'am, are near to 1 another?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:05</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. So, yeah, if that would be the case, ma'am, nothing to worry, ma'am. We will gonna partner it with our specialized team, ma'am, and then they'll be the 1, ma'am, to provide the after sales resolution for the breast pump booking.</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Can I have the ticket number?</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sure, ma'am. I can provide you a ticket number. Let me know, ma'am, whenever you're ready.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I'm ready.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So that would be 1255318. Perfect. Thank you. You're welcome, ma'am. So, yeah, again, ma'am, that's gonna be via email within 24 business hours for the assistance.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Then I'll be sending you, ma'am, an email confirmation as well right after this call for your assurance, ma'am. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you, ma'am. So, yeah, if you don't have any more question, again, thank you for calling momcozy. Have a wonderful here, ma'am. Bye for now.</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: \n00:01AgentThank you for calling ma'am cozy. This is How can I help you?00:05CustomerHi. I cannot get 1 of my, um, pumps to connect, uh, Bluetooth.00:13AgentTo your app, ma'am? Is that what you mean?00:17CustomerYes.00:19AgentOkay. So for 1 pump only?00:22CustomerYes. I can get 1 to connect and not the other, and it's saying to contact customer support.00:30AgentOkay. So I'm so sorry to hear that, ma'am. No worries, ma'am. We're gonna check how we can further assist you. So could you please provide to me, ma'am, your order number?00:43CustomerLet me look. I I had these are my replacement parts. So my last piece of it working, they sent me these. So I don't know if I have an order number.00:53AgentPlease provide to me, ma'am, the the original order number, ma'am.00:57CustomerOkay. 1 second. Let me look it up.01:01AgentSure, ma'am. By the way, ma'am, may I know where did you purchase, ma'am, the phone? Like, was it on our official website?01:27CustomerAeroflow, my insurance.01:30AgentAh, through your insurance, ma'am. I see. So have you sent us an email before by any chance, or were you being or where have you been assisted, ma'am?01:42CustomerYes. An email.01:45AgentOkay. So, yeah, could you please provide to me, ma'am, your email address? I'll try to pull up some information, ma'am.01:51CustomerOkay. Dakota, dakota,Dawn,dawn,1999@Gmail.com.02:06AgentAlrighty. Thank you, ma'am. So let me just try to pull up some information. Okay? Just kindly stay on the line.02:11AgentThank you. Please bear with me, ma'am. Okay? I'm still trying to pull up some information. Thank you, ma'am.03:54CustomerOkay. I have the order number now if you need it.04:02AgentThat's okay, ma'am. We will just gonna try to pull it up, ma'am. Hold on.04:06CustomerOkay.05:00AgentAlrighty. Thank you, ma'am, for patiently holding. So I was able, ma'am, to retrieve the conversation that you've had, ma'am, before from our specialized team. And just to confirm, ma'am, this is for your aerogel breast pump, the m 9 pump. Correct, ma'am?05:18AgentCorrect.05:20CustomerOkay.05:21AgentAnd you are from US. Right, Correct. Okay. So for this 1, ma'am, just like before, I just want you to know, ma'am, that this is still gonna be handled by our momcozy specialized team. So you'll still be the 1, ma'am, to provide the after sales resolution for your breast pump, ma'am.05:43AgentOkay? And just like before, they'll be reaching out to you via email within 24 business hours, ma'am. So please make sure that you keep an eye, ma'am, on your email, okay, for further assistance.05:58CustomerSo you can help me connect05:59Agentit? For that 1, ma'am, I can actually provide you some troubleshooting. But have you already tried, ma'am, to scan the QR code, ma'am, indicated on the pump?06:15CustomerYes, ma'am. And it it starts connecting, it stops at 33%.06:24AgentBut the pump, ma'am, is fully charged, if I may ask?06:30CustomerYes. Yes, ma'am.06:34AgentOkay. Yeah. Due to connection So if I can ma'am, are you actually making sure that when while we connect app both both devices, ma'am, are near to 1 another?07:00CustomerYes, ma'am.07:05AgentOkay. So, yeah, if that would be the case, ma'am, nothing to worry, ma'am. We will gonna partner it with our specialized team, ma'am, and then they'll be the 1, ma'am, to provide the after sales resolution for the breast pump booking.07:17CustomerOkay. Can I have the ticket number?07:25AgentSure, ma'am. I can provide you a ticket number. Let me know, ma'am, whenever you're ready.07:30CustomerOkay. I'm ready.07:34AgentSo that would be 1255318. Perfect. Thank you. You're welcome, ma'am. So, yeah, again, ma'am, that's gonna be via email within 24 business hours for the assistance.07:54AgentThen I'll be sending you, ma'am, an email confirmation as well right after this call for your assurance, ma'am. Okay?08:00CustomerOkay. Thank you.08:04AgentThank you, ma'am. So, yeah, if you don't have any more question, again, thank you for calling momcozy. Have a wonderful here, ma'am. Bye for now.\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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