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{
"ticket": {
"ticket_id": "1255332",
"subject": "Call with Caller +1 (410) 299-0239",
"description": "Call from: +1 (410) 299-0239\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 2:34:51 PM UTC",
"status": "open",
"priority": "normal",
"product_model": "milk pump::Momcozy::M9",
"created_at": "2026-05-13T14:35:01Z",
"updated_at": "2026-05-13T14:48:08Z"
},
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"agents_notes_label": "m9 1 pump no suction",
"agents_notes": "m9 1 pump no suction",
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"category_name": "CPI::No suction issue",
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"category_zh": "无吸力问题"
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"conversation_id": "57888025110297",
"type": "Comment",
"created_at": "2026-05-13T14:48:08Z",
"author_id": "57887953317145",
"author_name": "coachbrittanygozzi",
"author_role": "end-user",
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"text": "Hello, \n Currently 1 of my momcozy m9 pumps is not functioning properly. It turns on but there is no suction, I’ve replaced all other parts except the pump. I have attached proof of purchase through my insurance company and Aeroflow. Please advise next steps for replacement. \n Thank you, \n Brittany Hanna 410-299-0239"
},
{
"conversation_id": "57887959962649",
"type": "Comment",
"created_at": "2026-05-13T14:45:27Z",
"author_id": "51946493348505",
"author_name": "CT-Jona",
"author_role": "agent",
"sender_type": "internal",
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"text": "Customer Communications: ib \nIssue Details: m9 1 pump no suction \nResolution Offered: send me an email to cx \nCustomer Responses: acceptance \nFollow-up Actions: None\nEscalation Details: N/A"
},
{
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"created_at": "2026-05-13T14:44:44Z",
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"text": "Call summary: \n Customer purchased a Momcozy M9 pump last year; one pump motor is no longer producing suction despite turning on. Customer has replaced all accessory parts and confirmed proper installation; the pump feels like it operates but lacks suction. Agent guided customer to test suction hole at the back of the pump motor, but suction was still not working. Customer purchased the pump via insurance from Aeroflow. Warranty assistance is handled by a specialized Momcozy team; agent requested customer's email to initiate warranty support. Customer provided email with some initial errors; clarification resolved and agent successfully sent a test email. Customer is advised to reply to the email with proof of purchase or screenshot from Aeroflow. The specialized warranty team will contact the customer within 24 business hours once verification is complete. 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": "57887991032217",
"type": "Comment",
"created_at": "2026-05-13T14:44:39Z",
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"text": "Call transcript: \n00:02AgentHi. Thank you for calling momcozy. How can I help you?00:06CustomerHi. Yes. I purchased a momcozy m 9 pump last year, and 1 of the pumps isn't really working anymore. And I wanted to see if my warranty can cover getting a new 1.00:25AgentOkay, ma'am. So just to confirm that you do have the m 9, 1 of your pump is not working. Correct?00:31CustomerCorrect.00:33AgentOkay. Can you specify to me, ma'am, the issue? Is it, like, unable to turn on, no suction?00:39CustomerSo when I when I turn it on, I can, like, feel like it's attempting to pump, but there's no suction. I've replaced all of, like, the accessory parts, like the the flange, the valves, and what have you, hoping that that was gonna fix the issue, but it seems to be the actual pump part itself. Like I said, it it turns on. And, like, when I put my hand up onto it, I can feel like it it something inside the pump is is moving like it like it does normally, but there's just no actual suction happening.01:18AgentOkay. Have you already checked, ma'am, if everything is properly installed?01:25CustomerYes.01:26AgentMhmm. Okay. And then, ma'am, at the back of your pump motor, there is a suction hole. Have you already tried to block that sun suction hole using your thumb and then test all the levels from 1 to 9 just to check whether if there's still a sanction.01:42CustomerOkay. Let me try real quick.01:44AgentOkay.01:54CustomerSo you said on the back of the pump, there's something?01:58AgentYes, ma'am. A suction hole. It's a small hole.02:02CustomerA suction hole. Okay. Yeah. Yeah. Alright.02:05CustomerSee, I have it on 345686. No. It's not doing anything.02:24AgentOkay. Got it. So, ma'am, for your m 9, where did you purchase, ma'am, the pump?02:30CustomerFrom Airflow.02:34AgentVia insurance. Okay. Got it. So for this 1, ma'am, since this is a purchase, ma'am, from insurance, we do have a specialized team within momcozy who will gonna be assisting you for the warranty. I'll be needing, ma'am, your email so that they can easily get reach out to you and Okay.02:51AgentProvide you an after sales resolution. So can I have your email, ma'am?02:57CustomerYep. It's gonna be basinboy,rittany,gasinGeorge,o,zasinzebra,zi@gmail.com.03:21AgentOkay, ma'am. I was gonna send you, ma'am, an email. This is just to check whether you received some of our emails, ma'am. Okay? Okay.03:27AgentJust stay on the line.03:29CustomerOkay.04:11AgentHello, ma'am?04:13CustomerYes.04:14AgentMa'am, I'm just receiving an error in regards of your email. So your email, ma'am, is brittany, and then g for George, o for orange, z for zebra, d for dog, I for India?04:29CustomerYes. At Gmail dot com. B r I t t a n y? Mhmm.04:43AgentYes, ma'am. Everything is correct. And then g o z d I? Yes. At g mail dot com.04:52AgentCorrect, ma'am?04:53CustomerCorrect.05:10AgentSo, ma'am, as I try sending, ma'am, there is an error. So can I have, uh, do you have any other emails, ma'am, that we can use?05:18CustomerYep. I can I can try another 1? Um, it's gonna be coach, c o a c h, and then Mhmm. Brittany, brittany,gozzi@gmail.com.05:42AgentG o I'm sorry?05:45CustomerYeah. G o z z I.05:52AgentOkay. At g mail dot com, ma'am?05:55CustomerYes.06:21AgentOkay. I'm sorry, ma'am. So, ma'am, your last name is g for goat, o for orange, z for zebra, d for dog, I for India.06:34CustomerNo. Correct? 22Z's. GAsInGeorgeOAsInOrangeZAsInZebraZAsInZebraIAsInIndiaAtGmailDotCom.06:49AgentOh, okay. Got it. Okay. Got it, ma'am. So I already sent you, ma'am, an email.07:11AgentMy name, ma'am, is John. Can you check?07:13CustomerOkay. Okay, ma'am. Got it. Okay.07:17AgentSo, ma'am, the email that I sent to you is just to confirm whether you received some of our email. So it indicates also on the email that we do have a specialized team within momcozy who will gonna be assisting you for the warranty. So kindly respond, ma'am, to my email along your, um, your receipt of purchase or a screenshot of your purchase, ma'am, from Aeroflow. Once you send it, ma'am once you send it, ma'am, kindly wait for our specialized team to assist you furthermore. If you didn't, um, receive any email within the day possible, ma'am, they will gonna assist you within the time frame of 24 business hours or equivalent on 1 day, ma'am.08:00AgentOkay. Okay? Um, do you have any other questions, ma'am, clarifications for this 1?08:08CustomerThat's it for right now. Thank you.08:10AgentOkay. You're welcome, ma'am. And, again, thank you for having this phone call, ma'am, and hope you have a wonderful day. Bye. Too.08:18AgentBye 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": "57887964208793",
"type": "VoiceComment",
"created_at": "2026-05-13T14:44:19Z",
"author_id": "51946493348505",
"author_name": "CT-Jona",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Inbound call from +1 (410) 299-0239\nCall Details:\n\nCall from: +1 (410) 299-0239\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 14:34:51 UTC\nLocation: Baltimore, Maryland, United States\nAnswered by: CT-Jona\nLength of phone call: 9 minutes, 27 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA60a2f578d0189df9118f52f8faf9f658/twilio/call/recording"
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{
"conversation_id": "57887953323161",
"type": "Comment",
"created_at": "2026-05-13T14:42:58Z",
"author_id": "51946493348505",
"author_name": "CT-Jona",
"author_role": "agent",
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"channel": "web",
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"text": "Hi there,\n \nWe hope this message finds you well.\n \nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n \nTo ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.\n \nRest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.\n \nThank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.\n \nWarm Regards,\nMomcozy Support Team"
},
{
"conversation_id": "57887936295321",
"type": "Comment",
"created_at": "2026-05-13T14:42:08Z",
"author_id": "51946493348505",
"author_name": "CT-Jona",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hi there,\n \nWe hope this message finds you well.\n \nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n \nTo ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.\n \nRest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.\n \nThank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.\n \nWarm Regards,\nMomcozy Support Team"
},
{
"conversation_id": "57887893689753",
"type": "Comment",
"created_at": "2026-05-13T14:39:56Z",
"author_id": "51946493348505",
"author_name": "CT-Jona",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hi there,\n \nWe hope this message finds you well.\n \nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n \nTo ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.\n \nRest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.\n \nThank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.\n \nWarm Regards,\nMomcozy Support Team"
},
{
"conversation_id": "57887816043161",
"type": "Comment",
"created_at": "2026-05-13T14:35:01Z",
"author_id": "57887806020249",
"author_name": "Caller +1 (410) 299-0239",
"author_role": "end-user",
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"text": "Call from: +1 (410) 299-0239\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 2:34:51 PM UTC"
}
]
}
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"body": "Hello,\n\n\n\nCurrently 1 of my momcozy m9 pumps is not functioning properly. It turns on but there is no suction, I’ve replaced all other parts except the pump. I have attached proof of purchase through my insurance company and Aeroflow. Please advise next steps for replacement.\n\n\n\nThank you,\n\n\n\nBrittany Hanna\n\n410-299-0239",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"auto\">Hello,</div><div dir=\"auto\"><br></div><div dir=\"auto\">Currently 1 of my momcozy m9 pumps is not functioning properly. It turns on but there is no suction, I’ve replaced all other parts except the pump. I have attached proof of purchase through my insurance company and Aeroflow. Please advise next steps for replacement.</div><div dir=\"auto\"><br></div><div dir=\"auto\">Thank you,</div><div dir=\"auto\"><br></div><div dir=\"auto\">Brittany Hanna </div><div dir=\"auto\">410-299-0239</div><div><br><div></div></div></div>",
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"body": "Customer Communications: ib\nIssue Details: m9 1 pump no suction\nResolution Offered: send me an email to cx\nCustomer Responses: acceptance\nFollow-up Actions: None\nEscalation Details: N/A",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: ib <br>Issue Details: m9 1 pump no suction <br>Resolution Offered: send me an email to cx <br>Customer Responses: acceptance <br>Follow-up Actions: None<br>Escalation Details: N/A<br> <br></div>",
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"body": "#### **Call summary:**\n\n\n- Customer purchased a Momcozy M9 pump last year; one pump motor is no longer producing suction despite turning on.\n- Customer has replaced all accessory parts and confirmed proper installation; the pump feels like it operates but lacks suction.\n- Agent guided customer to test suction hole at the back of the pump motor, but suction was still not working.\n- Customer purchased the pump via insurance from Aeroflow.\n- Warranty assistance is handled by a specialized Momcozy team; agent requested customer's email to initiate warranty support.\n- Customer provided email with some initial errors; clarification resolved and agent successfully sent a test email.\n- Customer is advised to reply to the email with proof of purchase or screenshot from Aeroflow.\n- The specialized warranty team will contact the customer within 24 business hours once verification is complete.\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 purchased a Momcozy M9 pump last year; one pump motor is no longer producing suction despite turning on.</li><li>Customer has replaced all accessory parts and confirmed proper installation; the pump feels like it operates but lacks suction.</li><li>Agent guided customer to test suction hole at the back of the pump motor, but suction was still not working.</li><li>Customer purchased the pump via insurance from Aeroflow.</li><li>Warranty assistance is handled by a specialized Momcozy team; agent requested customer's email to initiate warranty support.</li><li>Customer provided email with some initial errors; clarification resolved and agent successfully sent a test email.</li><li>Customer is advised to reply to the email with proof of purchase or screenshot from Aeroflow.</li><li>The specialized warranty team will contact the customer within 24 business hours once verification is complete.</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 purchased a Momcozy M9 pump last year; one pump motor is no longer producing suction despite turning on. Customer has replaced all accessory parts and confirmed proper installation; the pump feels like it operates but lacks suction. Agent guided customer to test suction hole at the back of the pump motor, but suction was still not working. Customer purchased the pump via insurance from Aeroflow. Warranty assistance is handled by a specialized Momcozy team; agent requested customer's email to initiate warranty support. Customer provided email with some initial errors; clarification resolved and agent successfully sent a test email. Customer is advised to reply to the email with proof of purchase or screenshot from Aeroflow. The specialized warranty team will contact the customer within 24 business hours once verification is complete. 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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"body": "#### **Call transcript:**\n\n\n**00:02** **Agent** Hi. Thank you for calling momcozy. How can I help you?\n**00:06** **Customer** Hi. Yes. I purchased a momcozy m 9 pump last year, and 1 of the pumps isn't really working anymore. And I wanted to see if my warranty can cover getting a new 1.\n**00:25** **Agent** Okay, ma'am. So just to confirm that you do have the m 9, 1 of your pump is not working. Correct?\n**00:31** **Customer** Correct.\n**00:33** **Agent** Okay. Can you specify to me, ma'am, the issue? Is it, like, unable to turn on, no suction?\n**00:39** **Customer** So when I when I turn it on, I can, like, feel like it's attempting to pump, but there's no suction. I've replaced all of, like, the accessory parts, like the the flange, the valves, and what have you, hoping that that was gonna fix the issue, but it seems to be the actual pump part itself. Like I said, it it turns on. And, like, when I put my hand up onto it, I can feel like it it something inside the pump is is moving like it like it does normally, but there's just no actual suction happening.\n**01:18** **Agent** Okay. Have you already checked, ma'am, if everything is properly installed?\n**01:25** **Customer** Yes.\n**01:26** **Agent** Mhmm. Okay. And then, ma'am, at the back of your pump motor, there is a suction hole. Have you already tried to block that sun suction hole using your thumb and then test all the levels from 1 to 9 just to check whether if there's still a sanction.\n**01:42** **Customer** Okay. Let me try real quick.\n**01:44** **Agent** Okay.\n**01:54** **Customer** So you said on the back of the pump, there's something?\n**01:58** **Agent** Yes, ma'am. A suction hole. It's a small hole.\n**02:02** **Customer** A suction hole. Okay. Yeah. Yeah. Alright.\n**02:05** **Customer** See, I have it on 345686. No. It's not doing anything.\n**02:24** **Agent** Okay. Got it. So, ma'am, for your m 9, where did you purchase, ma'am, the pump?\n**02:30** **Customer** From Airflow.\n**02:34** **Agent** Via insurance. Okay. Got it. So for this 1, ma'am, since this is a purchase, ma'am, from insurance, we do have a specialized team within momcozy who will gonna be assisting you for the warranty. I'll be needing, ma'am, your email so that they can easily get reach out to you and Okay.\n**02:51** **Agent** Provide you an after sales resolution. So can I have your email, ma'am?\n**02:57** **Customer** Yep. It's gonna be basinboy,rittany,gasinGeorge,o,zasinzebra,zi@gmail.com.\n**03:21** **Agent** Okay, ma'am. I was gonna send you, ma'am, an email. This is just to check whether you received some of our emails, ma'am. Okay? Okay.\n**03:27** **Agent** Just stay on the line.\n**03:29** **Customer** Okay.\n**04:11** **Agent** Hello, ma'am?\n**04:13** **Customer** Yes.\n**04:14** **Agent** Ma'am, I'm just receiving an error in regards of your email. So your email, ma'am, is brittany, and then g for George, o for orange, z for zebra, d for dog, I for India?\n**04:29** **Customer** Yes. At Gmail dot com. B r I t t a n y? Mhmm.\n**04:43** **Agent** Yes, ma'am. Everything is correct. And then g o z d I? Yes. At g mail dot com.\n**04:52** **Agent** Correct, ma'am?\n**04:53** **Customer** Correct.\n**05:10** **Agent** So, ma'am, as I try sending, ma'am, there is an error. So can I have, uh, do you have any other emails, ma'am, that we can use?\n**05:18** **Customer** Yep. I can I can try another 1? Um, it's gonna be coach, c o a c h, and then Mhmm. Brittany, brittany,gozzi@gmail.com.\n**05:42** **Agent** G o I'm sorry?\n**05:45** **Customer** Yeah. G o z z I.\n**05:52** **Agent** Okay. At g mail dot com, ma'am?\n**05:55** **Customer** Yes.\n**06:21** **Agent** Okay. I'm sorry, ma'am. So, ma'am, your last name is g for goat, o for orange, z for zebra, d for dog, I for India.\n**06:34** **Customer** No. Correct? 22Z's. GAsInGeorgeOAsInOrangeZAsInZebraZAsInZebraIAsInIndiaAtGmailDotCom.\n**06:49** **Agent** Oh, okay. Got it. Okay. Got it, ma'am. So I already sent you, ma'am, an email.\n**07:11** **Agent** My name, ma'am, is John. Can you check?\n**07:13** **Customer** Okay. Okay, ma'am. Got it. Okay.\n**07:17** **Agent** So, ma'am, the email that I sent to you is just to confirm whether you received some of our email. So it indicates also on the email that we do have a specialized team within momcozy who will gonna be assisting you for the warranty. So kindly respond, ma'am, to my email along your, um, your receipt of purchase or a screenshot of your purchase, ma'am, from Aeroflow. Once you send it, ma'am once you send it, ma'am, kindly wait for our specialized team to assist you furthermore. If you didn't, um, receive any email within the day possible, ma'am, they will gonna assist you within the time frame of 24 business hours or equivalent on 1 day, ma'am.\n**08:00** **Agent** Okay. Okay? Um, do you have any other questions, ma'am, clarifications for this 1?\n**08:08** **Customer** That's it for right now. Thank you.\n**08:10** **Agent** Okay. You're welcome, ma'am. And, again, thank you for having this phone call, ma'am, and hope you have a wonderful day. Bye. Too.\n**08:18** **Agent** Bye bye.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. Thank you for calling momcozy. How can I help you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. Yes. I purchased a momcozy m 9 pump last year, and 1 of the pumps isn't really working anymore. And I wanted to see if my warranty can cover getting a new 1.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. So just to confirm that you do have the m 9, 1 of your pump is not working. Correct?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Correct.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:33</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. Can you specify to me, ma'am, the issue? Is it, like, unable to turn on, no suction?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:39</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 when I when I turn it on, I can, like, feel like it's attempting to pump, but there's no suction. I've replaced all of, like, the accessory parts, like the the flange, the valves, and what have you, hoping that that was gonna fix the issue, but it seems to be the actual pump part itself. Like I said, it it turns on. And, like, when I put my hand up onto it, I can feel like it it something inside the pump is is moving like it like it does normally, but there's just no actual suction happening.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Have you already checked, ma'am, if everything is properly installed?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Okay. And then, ma'am, at the back of your pump motor, there is a suction hole. Have you already tried to block that sun suction hole using your thumb and then test all the levels from 1 to 9 just to check whether if there's still a sanction.</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;\">Okay. Let me try real quick.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So you said on the back of the pump, there's something?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:58</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. A suction hole. It's a small hole.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">A suction hole. Okay. Yeah. Yeah. Alright.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">See, I have it on 345686. No. It's not doing anything.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Got it. So, ma'am, for your m 9, where did you purchase, ma'am, the pump?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">From Airflow.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Via insurance. Okay. Got it. So for this 1, ma'am, since this is a purchase, ma'am, from insurance, we do have a specialized team within momcozy who will gonna be assisting you for the warranty. I'll be needing, ma'am, your email so that they can easily get reach out to you and Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Provide you an after sales resolution. So can I have your email, ma'am?</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yep. It's gonna be basinboy,rittany,gasinGeorge,o,zasinzebra,zi@gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. I was gonna send you, ma'am, an email. This is just to check whether you received some of our emails, ma'am. Okay? Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just stay on the line.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:29</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.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Ma'am, I'm just receiving an error in regards of your email. So your email, ma'am, is brittany, and then g for George, o for orange, z for zebra, d for dog, I for India?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. At Gmail dot com. B r I t t a n y? Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Everything is correct. And then g o z d I? Yes. At g mail dot com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Correct, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Correct.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So, ma'am, as I try sending, ma'am, there is an error. So can I have, uh, do you have any other emails, ma'am, that we can use?</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yep. I can I can try another 1? Um, it's gonna be coach, c o a c h, and then Mhmm. Brittany, brittany,gozzi@gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">G o I'm sorry?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. G o z z I.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. At g mail dot com, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:55</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>06:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I'm sorry, ma'am. So, ma'am, your last name is g for goat, o for orange, z for zebra, d for dog, I for India.</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. Correct? 22Z's. GAsInGeorgeOAsInOrangeZAsInZebraZAsInZebraIAsInIndiaAtGmailDotCom.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:49</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, okay. Got it. Okay. Got it, ma'am. So I already sent you, ma'am, an email.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">My name, ma'am, is John. Can you check?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Okay, ma'am. Got it. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So, ma'am, the email that I sent to you is just to confirm whether you received some of our email. So it indicates also on the email that we do have a specialized team within momcozy who will gonna be assisting you for the warranty. So kindly respond, ma'am, to my email along your, um, your receipt of purchase or a screenshot of your purchase, ma'am, from Aeroflow. Once you send it, ma'am once you send it, ma'am, kindly wait for our specialized team to assist you furthermore. If you didn't, um, receive any email within the day possible, ma'am, they will gonna assist you within the time frame of 24 business hours or equivalent on 1 day, ma'am.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Okay? Um, do you have any other questions, ma'am, clarifications for this 1?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That's it for right now. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. You're welcome, ma'am. And, again, thank you for having this phone call, ma'am, and hope you have a wonderful day. Bye. Too.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Bye bye.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call transcript: \n00:02AgentHi. Thank you for calling momcozy. How can I help you?00:06CustomerHi. Yes. I purchased a momcozy m 9 pump last year, and 1 of the pumps isn't really working anymore. And I wanted to see if my warranty can cover getting a new 1.00:25AgentOkay, ma'am. So just to confirm that you do have the m 9, 1 of your pump is not working. Correct?00:31CustomerCorrect.00:33AgentOkay. Can you specify to me, ma'am, the issue? Is it, like, unable to turn on, no suction?00:39CustomerSo when I when I turn it on, I can, like, feel like it's attempting to pump, but there's no suction. I've replaced all of, like, the accessory parts, like the the flange, the valves, and what have you, hoping that that was gonna fix the issue, but it seems to be the actual pump part itself. Like I said, it it turns on. And, like, when I put my hand up onto it, I can feel like it it something inside the pump is is moving like it like it does normally, but there's just no actual suction happening.01:18AgentOkay. Have you already checked, ma'am, if everything is properly installed?01:25CustomerYes.01:26AgentMhmm. Okay. And then, ma'am, at the back of your pump motor, there is a suction hole. Have you already tried to block that sun suction hole using your thumb and then test all the levels from 1 to 9 just to check whether if there's still a sanction.01:42CustomerOkay. Let me try real quick.01:44AgentOkay.01:54CustomerSo you said on the back of the pump, there's something?01:58AgentYes, ma'am. A suction hole. It's a small hole.02:02CustomerA suction hole. Okay. Yeah. Yeah. Alright.02:05CustomerSee, I have it on 345686. No. It's not doing anything.02:24AgentOkay. Got it. So, ma'am, for your m 9, where did you purchase, ma'am, the pump?02:30CustomerFrom Airflow.02:34AgentVia insurance. Okay. Got it. So for this 1, ma'am, since this is a purchase, ma'am, from insurance, we do have a specialized team within momcozy who will gonna be assisting you for the warranty. I'll be needing, ma'am, your email so that they can easily get reach out to you and Okay.02:51AgentProvide you an after sales resolution. So can I have your email, ma'am?02:57CustomerYep. It's gonna be basinboy,rittany,gasinGeorge,o,zasinzebra,zi@gmail.com.03:21AgentOkay, ma'am. I was gonna send you, ma'am, an email. This is just to check whether you received some of our emails, ma'am. Okay? Okay.03:27AgentJust stay on the line.03:29CustomerOkay.04:11AgentHello, ma'am?04:13CustomerYes.04:14AgentMa'am, I'm just receiving an error in regards of your email. So your email, ma'am, is brittany, and then g for George, o for orange, z for zebra, d for dog, I for India?04:29CustomerYes. At Gmail dot com. B r I t t a n y? Mhmm.04:43AgentYes, ma'am. Everything is correct. And then g o z d I? Yes. At g mail dot com.04:52AgentCorrect, ma'am?04:53CustomerCorrect.05:10AgentSo, ma'am, as I try sending, ma'am, there is an error. So can I have, uh, do you have any other emails, ma'am, that we can use?05:18CustomerYep. I can I can try another 1? Um, it's gonna be coach, c o a c h, and then Mhmm. Brittany, brittany,gozzi@gmail.com.05:42AgentG o I'm sorry?05:45CustomerYeah. G o z z I.05:52AgentOkay. At g mail dot com, ma'am?05:55CustomerYes.06:21AgentOkay. I'm sorry, ma'am. So, ma'am, your last name is g for goat, o for orange, z for zebra, d for dog, I for India.06:34CustomerNo. Correct? 22Z's. GAsInGeorgeOAsInOrangeZAsInZebraZAsInZebraIAsInIndiaAtGmailDotCom.06:49AgentOh, okay. Got it. Okay. Got it, ma'am. So I already sent you, ma'am, an email.07:11AgentMy name, ma'am, is John. Can you check?07:13CustomerOkay. Okay, ma'am. Got it. Okay.07:17AgentSo, ma'am, the email that I sent to you is just to confirm whether you received some of our email. So it indicates also on the email that we do have a specialized team within momcozy who will gonna be assisting you for the warranty. So kindly respond, ma'am, to my email along your, um, your receipt of purchase or a screenshot of your purchase, ma'am, from Aeroflow. Once you send it, ma'am once you send it, ma'am, kindly wait for our specialized team to assist you furthermore. If you didn't, um, receive any email within the day possible, ma'am, they will gonna assist you within the time frame of 24 business hours or equivalent on 1 day, ma'am.08:00AgentOkay. Okay? Um, do you have any other questions, ma'am, clarifications for this 1?08:08CustomerThat's it for right now. Thank you.08:10AgentOkay. You're welcome, ma'am. And, again, thank you for having this phone call, ma'am, and hope you have a wonderful day. Bye. Too.08:18AgentBye 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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"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi there,<br> <br>We hope this message finds you well.<br> <br>We are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.<br> <br>To ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.<br> <br>Rest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.<br> <br>Thank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.<br> <br>Warm Regards,<br>Momcozy Support Team<br></div>",
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"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi there,<br> <br>We hope this message finds you well.<br> <br>We are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.<br> <br>To ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.<br> <br>Rest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.<br> <br>Thank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.<br> <br>Warm Regards,<br>Momcozy Support Team<br></div>",
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