提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1255420",
"subject": "Call with Caller +39 349 400 3057",
"description": "Call to: +39 349 400 3057\nCall from: +1 (619) 848-0676\nTime of call: May 13, 2026 at 3:04:42 PM UTC\nCalled by: CT-Matthew",
"status": "solved",
"priority": "normal",
"product_model": "",
"created_at": "2026-05-13T15:05:12Z",
"updated_at": "2026-05-13T15:36:10Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Issue Details: monitor and camera can't connect",
"agents_notes": "Issue Details: monitor and camera can't connect",
"category_field_id": "34154549939865",
"category_name": "EPI::Camera&Monitor pairing failure",
"category_value": "epi__camera_monitor_pairing_failure",
"category_zh": "摄像头与监视器配对失败"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 7,
"voice": 3,
"system": 1
}
},
"messages": [
{
"conversation_id": "57888829128729",
"type": "Comment",
"created_at": "2026-05-13T15:36:10Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "agent",
"channel": "system",
"public": true,
"recording_type": "",
"text": "Request #1238963 \"Conversation with Kayla Huckabone\" was closed and merged into this request. Last comment in request #1238963: \n Hi good morning, \n I’m currently living in Italy so I have a Italian phone number. The number is +39 349 4003057, preferably before 12pm in PDT timing. Thank you so much for the help!"
},
{
"conversation_id": "57888818011545",
"type": "Comment",
"created_at": "2026-05-13T15:35:54Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello,\n \nI hope this message finds you well. Thank you for providing the necessary details; we sincerely appreciate your patience as we work to assist you.\n \nWe are pleased to inform you that a custom discount code will be created for you and will be available within 1-2 business days. The exclusive code will correspond to your full name, ( Kayla Huckabone ), and can be applied directly at checkout when placing your order.\n \nKindly be advised that the code will remain valid for two months from the date of activation. We recommend utilizing it promptly to take advantage of the discount.\n \nShould you have any inquiries, wish to verify the code once it is ready, or require further assistance, please do not hesitate to contact us at your convenience.\n \nThank you once again for your understanding and support. We trust you will be pleased with your forthcoming purchase.\n \nBest regards,\n \nMomcozy Customer Support Team"
},
{
"conversation_id": "57888813979801",
"type": "Comment",
"created_at": "2026-05-13T15:34:07Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": ""
},
{
"conversation_id": "57888821343513",
"type": "Comment",
"created_at": "2026-05-13T15:33:40Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: OB\n \nIssue Details: monitor and camera can't connect \n \nResolution Offered: BTS | unable to pair to monitor | offer discount code\n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A"
},
{
"conversation_id": "57888811682841",
"type": "Comment",
"created_at": "2026-05-13T15:33:06Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer (Kayla Hucabone) has a Momcozy BM04 baby monitor camera that cannot connect to the physical parent monitor, although it pairs with the app. The camera flashes rapid blue for about 5 minutes, then turns solid blue but does not display video on the monitor. Customer tried resetting and unpairing the camera and monitor, but the issue persists; the monitor shows it is searching for the camera but cannot connect. The agent confirmed there is no physical reset pinhole on the camera to perform a factory reset. Since the problem could not be resolved remotely and without a purchase receipt (item bought at Prenatal store in Italy), a $40 discount code for a replacement camera was offered. The discount code will be processed within 1-2 business days, valid for two months, and an email with details will be sent to the customer. Customer expressed understanding and acceptance of the discount offer. No further troubleshooting or replacements were initiated during the call; resolution involves waiting for the discount code email. \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": "57888802584089",
"type": "Comment",
"created_at": "2026-05-13T15:33:01Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:00CustomerHello?00:01AgentHello, ma'am. This is Matt again from momcozy.00:04CustomerSorry. My daughter hung up the phone. Okay. I'm I it should be good now. I should be good.00:08AgentYes, ma'am. This is regarding about the baby monitor, ma'am, that you try that you are trying to connect, ma'am, through your Yeah. Actual monitor, ma'am. Just confirming, ma'am, you have the b m 0 4. Right?00:24CustomerI have what? Sorry.00:26AgentB m 0 4, the model of your your baby monitor. Yes. So if you have the cam the monitor at your end right now, ma'am, I can guide you to connect it right now.00:38CustomerOkay. Perfect. Let me grab it right now.00:40AgentMhmm.00:41CustomerOkay. And also too, the 1 issue I'm having with it currently is Okay. Right here. So the light on it, it's like how it flashes blue, like, slowly or it has, like, a steady blue. It'll just keep rapidly flashing blue for, like, 5 minutes, and then it'll just turn onto a solid blue, then nothing will happen or connect.01:03AgentUh, yes, ma'am. That that indicates, ma'am, that you are restarting the camera, ma'am.01:10CustomerOkay. I'm sorry. Say that 1 more time.01:14AgentUh, that indicates, ma'am, that you are restarting the camera. Uh, that's why it's blinking, and then it becomes solid blue. It means, ma'am, it's already been restarted.01:25CustomerOkay. Yeah. But the 1 issue, though, is that I've had this camera for, like, 5 months. And when I first plugged it in and and set it up, it did say that it was already connected to the physical baby monitor, but it was not it wasn't showing anything. And so then I removed it, like, from the physical baby monitors, like, camera, and since that I just can't pair it.01:44CustomerIt won't it will only pair the app.01:48AgentOkay, ma'am. You can see it in the app, but the actual monitor, ma'am, you are not able to see it.01:55CustomerYes. Yeah. It won't show up anymore even if I try pairing it, but I don't know if it's a wiring issue. I've tried different chargers, but, like, right now, I just plugged it in. It it goes solid blue, and then, um, it goes solid blue for a few seconds.02:13CustomerMhmm. And then02:14AgentCould you please could you please check, ma'am, in your phone, uh, if that is camera 1 or camera 2 that connected to your, uh, phone? Yes. Okay.02:31CustomerIn my phone, it was camera it was camera 1 that was But in the physical bay monitor, it doesn't show that there's anything obviously connected to anymore because I unsaid it disconnected it.02:43AgentOkay, ma'am. So just kindly follow this step, ma'am. I will just gonna give you an instruction. Okay. We are able to connect it 1 more time.02:52AgentOkay?02:53CustomerOkay.02:55AgentMhmm. Just go for enter the menu, ma'am. Press the menu button on the parent unit, ma'am.03:02CustomerOkay.03:04AgentMhmm. You will see a camera setting. Navigate to the camera icon and press okay, ma'am. K. Okay.03:19CustomerTrying to find I'm trying to get it right now. I'm on the bay monitor, but it's at the start up setting where it's saying to add a camera. I might have sort of run through that for a second.03:31AgentMhmm.04:48CustomerI'm trying to get out of the pairing section to say it because I'm on, like, the starlet gray when you set it up. Because I did try resetting it. I'm not sure if that's what I'm trying to do, but I I which button is it to get me to the settings again?05:02AgentYes, ma'am. Go to the menu parent button, ma'am, on the menu. Select the camera icon, and then press okay, ma'am. So after you click the camera icon, ma'am, you will see camera 1 and camera 2. Just press camera 1, ma'am.05:25AgentMhmm. And then, ma'am, kindly get your camera. So on the back of on the back or on the button of the camera unit, ma'am, press and hold the power button for a few seconds until you hear a beeping sound and see the indicator light, ma'am, is flashing just like you said earlier, ma'am. So just kindly wait for that, at05:57Customerleast Yes.05:58AgentUntil it shows the flashing, ma'am, on the light.06:03CustomerYes. It's been flashing since I plugged it in. It basically it'll I turn it on, and then it just rapid flashes blue for, like, 5 minutes, and then it just turns straight blue.06:14AgentMhmm. Okay, ma'am. And then, ma'am, the monitor will automatically search for for and bind to the camera, ma'am. So just kindly check your monitor. So do you see that it's trying to connect, ma'am, with your camera?06:31CustomerNo. No. The the physical wave monitor, it it it has the normal, like, slow blinking on it. But I don't know what's going on with the physical camera now, but it would do, like, a rapid blue flash and then would turn to a slower flash, and then that's how was able to connect to my phone. But I've been trying to kind of figure it out and kind of reconnect it to the bay monitor.07:01CustomerBut now it's just doing a fast blue flash, and then it just won't turn off or nothing will connect.07:10AgentOkay, ma'am. What do you see in the actual monitor, ma'am?07:21CustomerWhat on the physical monitor? I'm sorry.07:24AgentYes, ma'am. What do you see in your monitor, ma'am?07:30CustomerWhat thing is my monitor?07:32AgentYes, ma'am. What do you see in the screen of the of your monitor?07:37CustomerIt's just trying to it's just trying to pair. That's it's really all that's on there. Just the pairing button that I have going. Like, I re I've been resetting it a few times, and then it just says add a camera, searching for camera. And then it says, please press the camera's pair button.07:57CustomerI've tried holding it for, like, 15 seconds, 30 seconds even. I don't know if there's any way to actually, like, reset the setting or reset the actual camera. I don't know if you guys have, like, any sort of unlike some machines, you can kinda put the pin into a certain part of it to reset it. But I just it's it's just not connecting at all.08:22AgentOkay, ma'am. Just give me a minute, ma'am. Okay?08:25CustomerOkay. Thank you.09:08AgentJust confirming, ma'am. When you are trying to connect the camera to the monitor, ma'am, you are already in the screen of camera icon, ma'am, in your monitor. Hello, ma'am. Can you hear me?09:35CustomerOh, I'm sorry. I was on mute. Okay. Yes. I was on the camera thing.09:40CustomerI've tried connecting it. I was only able to connect the camera to the physical momcozy app by scanning the QR code up to the camera, and that was able to work. But as far as the physical bay monitor goes, I've never been able to connect it. I know it's supposed to typically automatically connect to the camera. But when I first got it, it said that it was connected, but there was nothing like, no picture showing up on the camera.10:07CustomerAnd I've been trying to get it to work more and more, and now it's just doing a solid, like I said, rapid flash blue for, like, 4 minutes. And then if I try to hold down the pairing button, it doesn't do anything. And then now it's on just the solid blue. And then if I try to hold down the pair, it just won't10:26Agentma'am. Uh, yes, ma'am. That is the correct way to, uh, connect the camera, ma'am, to the monitor. And I just want to know, ma'am, if you are already in the camera icon in then you press and hold the power button of your camera, or you press and hold the camera, ma'am, before you go to the pairing icon.10:51CustomerWhat I did is I just reset it. Like, on the physical, I would just pull down the power button on the on the physical baby monitor, and then I just unpaired it. And then I would just repower it back on. It's on, like, the original setting to where you have to put in the time. You put in the language settings.11:06CustomerI'm on that page, and I basically just try to fully reset it. But, yeah, I was on the camera trying to pair it.11:16AgentK, ma'am. So I can see that you tried to go to the setting first in the monitor before you press and hold the camera. Right?11:25CustomerYes.11:27AgentMhmm. And, ma'am, in the actual monitor, ma'am, in the screen, do you see that the cam the monitor is trying to pair in the camera, or there is no any indicating that the camera's monitor is not it's trying to pair, but it's not11:47CustomerJust not connected to camera. Yeah. Okay. It's trying to pair. Yeah.11:52CustomerIt's doing the slow blue flash.11:56AgentI mean, ma'am, in the monitor, do you see that there is some kind of loading that it's trying to put in the camera or not at all?12:04CustomerYes. Yeah. It'll just say add a camera. It says searching for camera. It'll do the countdown 50 seconds.12:09CustomerAnd then on the side of the monitor, um, where you see it'll it'll do, like, a solid blue if it's connected or a blinking blue was trying to connect. It's doing the blinking blue to try to connect to the camera, but it just won't connect.12:21AgentOkay, ma'am.12:22CustomerGot me.12:23AgentThank you very much, ma'am, for clarifying that. Just give me a minute. Okay?12:27CustomerOkay. Thank you.13:41AgentOkay, ma'am. Thank you very much for patiently waiting, ma'am. So for this 1, ma'am, just kindly get your camera. You will see a little hole in there, ma'am. Find a small pinhole on the on the back or button of the camera, ma'am.14:01CustomerOkay. So there is a a pin thing to reset it on the camera.14:05AgentMhmm. And just Okay. Yes, ma'am. And use a small PIN or paper clip, ma'am, to press and hold the reset button, ma'am, for at least 5 to 10 seconds until you hear a beep sound, ma'am, or see the light flashing.14:21CustomerOkay. The only small hinting I can see is located, like, right below the, like, the the camera lens. Is that it? Because I don't wanna put it in the wrong thing. But besides that, I don't see any place to like, do you know the exact location of where I put it?14:39AgentOr Do you see it at at at the back of the camera, ma'am, or maybe at the bottom? No.14:47CustomerI don't see anything. It's just the charge it's just the charger and then the antenna and then there's the pair button and then obviously, like, the blue flash, and that's it. The only sort of small little thing I see is located right below the camera lens, but I don't know if that's a speaker or something or what that's for.15:07AgentOkay, ma'am. Just give me a minute. Okay?15:10CustomerOkay. Thank you.17:23AgentOkay, ma'am. Uh, thank you very much, ma'am, for patiently waiting. I'm really sorry, ma'am. Just kindly disregard, uh, what I said in the PIN hold, ma'am. I double checked our camera here in our end, and there is no any PIN hold showing in the camera.17:37AgentSo, uh, for this 1, ma'am, uh, I think there's there is an issue with the pairing with the actual camera, ma'am, through your monitor. Um, I can offer you here, ma'am, is at least I can give you the after sale solution that we can offer an an option for you, ma'am.17:56CustomerOkay.17:58AgentYes, ma'am. May I know when where did you purchase the BM04?18:04CustomerSo I'm living in Italy currently due to my husband's in the military. We got it at a store here called Prenatal. It's a baby store. It has, like, all sorts of baby things. I bought it there, like, 4 months ago, so I don't have I tried looking on the website.18:20CustomerI don't have any sort of receipt or anything, but I it should be18:23AgentMhmm.18:24CustomerLike, a a third party, like, a proper reselling thing. But I bought it brand new. It just hasn't been working.18:32AgentAnd, unfortunately, ma'am, we are not able to verify that with a without a receipt, ma'am, if that is a third party. So I can see here in the chat team, ma'am, that they already offer you a $40 discount code that you can use to purchase a camera. Okay.18:55CustomerThat'll be fine if, um, I can use that. That'll be fine.18:59AgentOkay, ma'am. So in that case, ma'am, I will just gonna process the the discount code, ma'am, since we are not able to fix it in our end. So hold on, ma'am. Could you please confirm to me, ma'am, your first name and last name that you provide\n...[truncated]"
},
{
"conversation_id": "57888750382361",
"type": "VoiceComment",
"created_at": "2026-05-13T15:32:05Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Outbound call to +39 349 400 3057\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +39 349 400 3057\nTime of call: 2026-05-13 15:11:26 UTC\nCalled by: CT-Matthew\nLength of phone call: 20 minutes, 38 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA7934d1b9c924a52cfc5b2ff8ae8aae3d/twilio/recording"
},
{
"conversation_id": "57888352717337",
"type": "Comment",
"created_at": "2026-05-13T15:05:46Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer contacted Momcozy regarding an issue with a baby monitor. Matt from Momcozy called the customer to discuss the problem. The purpose of the call was to address the customer's request for assistance with the baby monitor. No specific details about the issue with the baby monitor or the resolution were provided. Current status: Initial contact made by Momcozy representative. \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": "57888344013209",
"type": "Comment",
"created_at": "2026-05-13T15:05:44Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:00AgentHello? Hello, ma'am. This is Matt from momcozy calling you for you are asking for a call time for the baby monitor, ma'am, that you are having an issue with? Yes. Yes.00:16AgentI\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": "57888358352025",
"type": "VoiceComment",
"created_at": "2026-05-13T15:05:30Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Outbound call to +39 349 400 3057\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +39 349 400 3057\nTime of call: 2026-05-13 15:04:42 UTC\nCalled by: CT-Matthew\nLength of phone call: 46 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA31a4bbc8ffa900710accab9d3da43679/twilio/recording"
},
{
"conversation_id": "57888350591257",
"type": "Comment",
"created_at": "2026-05-13T15:05:12Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call to: +39 349 400 3057\n\nCall from: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 3:04:42 PM UTC\n\nCalled by: CT-Matthew"
}
]
}
conversation_raw_json
{
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"id": 57888829128729,
"type": "Comment",
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"body": "Request #1238963 \"Conversation with Kayla Huckabone\" was closed and merged into this request. Last comment in request #1238963:\r\n\r\nHi good morning,\r\n\r\n\r\n\r\nI’m currently living in Italy so I have a Italian phone number. The number is +39 349 4003057, preferably before 12pm in PDT timing. Thank you so much for the help!",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Request <a href=\"/agent/tickets/1238963\" target=\"_blank\" rel=\"ticket\">#1238963</a> \"Conversation with Kayla Huckabone\" was closed and merged into this request. Last comment in request <a href=\"/agent/tickets/1238963\" target=\"_blank\" rel=\"ticket\">#1238963</a>:</p>\n<p dir=\"auto\">Hi good morning,</p>\n<p dir=\"auto\">I’m currently living in Italy so I have a Italian phone number. The number is +39 349 4003057, preferably before 12pm in PDT timing. Thank you so much for the help!</p></div>",
"plain_body": "Request #1238963 \"Conversation with Kayla Huckabone\" was closed and merged into this request. Last comment in request #1238963: \n Hi good morning, \n I’m currently living in Italy so I have a Italian phone number. The number is +39 349 4003057, preferably before 12pm in PDT timing. Thank you so much for the help!",
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1238963
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"created_at": "2026-05-13T15:36:10Z",
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"body": "Hello,\n\nI hope this message finds you well. Thank you for providing the necessary details; we sincerely appreciate your patience as we work to assist you.\n\nWe are pleased to inform you that a custom discount code will be created for you and will be available within 1-2 business days. The exclusive code will correspond to your full name, ( **Kayla Huckabone )**, and can be applied directly at checkout when placing your order.\n\nKindly be advised that the code will remain valid for two months from the date of activation. We recommend utilizing it promptly to take advantage of the discount.\n\nShould you have any inquiries, wish to verify the code once it is ready, or require further assistance, please do not hesitate to contact us at your convenience.\n\nThank you once again for your understanding and support. We trust you will be pleased with your forthcoming purchase.\n\nBest regards,\n\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>I hope this message finds you well. Thank you for providing the necessary details; we sincerely appreciate your patience as we work to assist you.<br> <br>We are pleased to inform you that a custom discount code will be created for you and will be available within 1-2 business days. The exclusive code will correspond to your full name, ( <strong>Kayla Huckabone )</strong>, and can be applied directly at checkout when placing your order.<br> <br>Kindly be advised that the code will remain valid for two months from the date of activation. We recommend utilizing it promptly to take advantage of the discount.<br> <br>Should you have any inquiries, wish to verify the code once it is ready, or require further assistance, please do not hesitate to contact us at your convenience.<br> <br>Thank you once again for your understanding and support. We trust you will be pleased with your forthcoming purchase.<br> <br>Best regards,<br> <br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello,\n \nI hope this message finds you well. Thank you for providing the necessary details; we sincerely appreciate your patience as we work to assist you.\n \nWe are pleased to inform you that a custom discount code will be created for you and will be available within 1-2 business days. The exclusive code will correspond to your full name, ( Kayla Huckabone ), and can be applied directly at checkout when placing your order.\n \nKindly be advised that the code will remain valid for two months from the date of activation. We recommend utilizing it promptly to take advantage of the discount.\n \nShould you have any inquiries, wish to verify the code once it is ready, or require further assistance, please do not hesitate to contact us at your convenience.\n \nThank you once again for your understanding and support. We trust you will be pleased with your forthcoming purchase.\n \nBest regards,\n \nMomcozy Customer Support Team",
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"created_at": "2026-05-13T15:35:54Z",
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"body": "Customer Communications: OB\n\nIssue Details: monitor and camera can't connect\n\nResolution Offered: BTS | unable to pair to monitor | offer discount code\n\nCustomer Responses: Agreed\n\nFollow-up Actions: None\n\nEscalation Details: N/A",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: OB<br> <br>Issue Details: monitor and camera can't connect <br> <br>Resolution Offered: BTS | unable to pair to monitor | offer discount code<br> <br>Customer Responses: Agreed<br> <br>Follow-up Actions: None<br> <br>Escalation Details: N/A<br></div>",
"plain_body": "Customer Communications: OB\n \nIssue Details: monitor and camera can't connect \n \nResolution Offered: BTS | unable to pair to monitor | offer discount code\n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A",
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"created_at": "2026-05-13T15:33:40Z",
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"body": "#### **Call summary:**\n\n\n- Customer (Kayla Hucabone) has a Momcozy BM04 baby monitor camera that cannot connect to the physical parent monitor, although it pairs with the app.\n- The camera flashes rapid blue for about 5 minutes, then turns solid blue but does not display video on the monitor.\n- Customer tried resetting and unpairing the camera and monitor, but the issue persists; the monitor shows it is searching for the camera but cannot connect.\n- The agent confirmed there is no physical reset pinhole on the camera to perform a factory reset.\n- Since the problem could not be resolved remotely and without a purchase receipt (item bought at Prenatal store in Italy), a $40 discount code for a replacement camera was offered.\n- The discount code will be processed within 1-2 business days, valid for two months, and an email with details will be sent to the customer.\n- Customer expressed understanding and acceptance of the discount offer.\n- No further troubleshooting or replacements were initiated during the call; resolution involves waiting for the discount code email.\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 (Kayla Hucabone) has a Momcozy BM04 baby monitor camera that cannot connect to the physical parent monitor, although it pairs with the app.</li><li>The camera flashes rapid blue for about 5 minutes, then turns solid blue but does not display video on the monitor.</li><li>Customer tried resetting and unpairing the camera and monitor, but the issue persists; the monitor shows it is searching for the camera but cannot connect.</li><li>The agent confirmed there is no physical reset pinhole on the camera to perform a factory reset.</li><li>Since the problem could not be resolved remotely and without a purchase receipt (item bought at Prenatal store in Italy), a $40 discount code for a replacement camera was offered.</li><li>The discount code will be processed within 1-2 business days, valid for two months, and an email with details will be sent to the customer.</li><li>Customer expressed understanding and acceptance of the discount offer.</li><li>No further troubleshooting or replacements were initiated during the call; resolution involves waiting for the discount code email.</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 (Kayla Hucabone) has a Momcozy BM04 baby monitor camera that cannot connect to the physical parent monitor, although it pairs with the app. The camera flashes rapid blue for about 5 minutes, then turns solid blue but does not display video on the monitor. Customer tried resetting and unpairing the camera and monitor, but the issue persists; the monitor shows it is searching for the camera but cannot connect. The agent confirmed there is no physical reset pinhole on the camera to perform a factory reset. Since the problem could not be resolved remotely and without a purchase receipt (item bought at Prenatal store in Italy), a $40 discount code for a replacement camera was offered. The discount code will be processed within 1-2 business days, valid for two months, and an email with details will be sent to the customer. Customer expressed understanding and acceptance of the discount offer. No further troubleshooting or replacements were initiated during the call; resolution involves waiting for the discount code email. \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": "2026-05-13T15:33:06Z",
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"body": "#### **Call transcript:**\n\n\n**00:00** **Customer** Hello?\n**00:01** **Agent** Hello, ma'am. This is Matt again from momcozy.\n**00:04** **Customer** Sorry. My daughter hung up the phone. Okay. I'm I it should be good now. I should be good.\n**00:08** **Agent** Yes, ma'am. This is regarding about the baby monitor, ma'am, that you try that you are trying to connect, ma'am, through your Yeah. Actual monitor, ma'am. Just confirming, ma'am, you have the b m 0 4. Right?\n**00:24** **Customer** I have what? Sorry.\n**00:26** **Agent** B m 0 4, the model of your your baby monitor. Yes. So if you have the cam the monitor at your end right now, ma'am, I can guide you to connect it right now.\n**00:38** **Customer** Okay. Perfect. Let me grab it right now.\n**00:40** **Agent** Mhmm.\n**00:41** **Customer** Okay. And also too, the 1 issue I'm having with it currently is Okay. Right here. So the light on it, it's like how it flashes blue, like, slowly or it has, like, a steady blue. It'll just keep rapidly flashing blue for, like, 5 minutes, and then it'll just turn onto a solid blue, then nothing will happen or connect.\n**01:03** **Agent** Uh, yes, ma'am. That that indicates, ma'am, that you are restarting the camera, ma'am.\n**01:10** **Customer** Okay. I'm sorry. Say that 1 more time.\n**01:14** **Agent** Uh, that indicates, ma'am, that you are restarting the camera. Uh, that's why it's blinking, and then it becomes solid blue. It means, ma'am, it's already been restarted.\n**01:25** **Customer** Okay. Yeah. But the 1 issue, though, is that I've had this camera for, like, 5 months. And when I first plugged it in and and set it up, it did say that it was already connected to the physical baby monitor, but it was not it wasn't showing anything. And so then I removed it, like, from the physical baby monitors, like, camera, and since that I just can't pair it.\n**01:44** **Customer** It won't it will only pair the app.\n**01:48** **Agent** Okay, ma'am. You can see it in the app, but the actual monitor, ma'am, you are not able to see it.\n**01:55** **Customer** Yes. Yeah. It won't show up anymore even if I try pairing it, but I don't know if it's a wiring issue. I've tried different chargers, but, like, right now, I just plugged it in. It it goes solid blue, and then, um, it goes solid blue for a few seconds.\n**02:13** **Customer** Mhmm. And then\n**02:14** **Agent** Could you please could you please check, ma'am, in your phone, uh, if that is camera 1 or camera 2 that connected to your, uh, phone? Yes. Okay.\n**02:31** **Customer** In my phone, it was camera it was camera 1 that was But in the physical bay monitor, it doesn't show that there's anything obviously connected to anymore because I unsaid it disconnected it.\n**02:43** **Agent** Okay, ma'am. So just kindly follow this step, ma'am. I will just gonna give you an instruction. Okay. We are able to connect it 1 more time.\n**02:52** **Agent** Okay?\n**02:53** **Customer** Okay.\n**02:55** **Agent** Mhmm. Just go for enter the menu, ma'am. Press the menu button on the parent unit, ma'am.\n**03:02** **Customer** Okay.\n**03:04** **Agent** Mhmm. You will see a camera setting. Navigate to the camera icon and press okay, ma'am. K. Okay.\n**03:19** **Customer** Trying to find I'm trying to get it right now. I'm on the bay monitor, but it's at the start up setting where it's saying to add a camera. I might have sort of run through that for a second.\n**03:31** **Agent** Mhmm.\n**04:48** **Customer** I'm trying to get out of the pairing section to say it because I'm on, like, the starlet gray when you set it up. Because I did try resetting it. I'm not sure if that's what I'm trying to do, but I I which button is it to get me to the settings again?\n**05:02** **Agent** Yes, ma'am. Go to the menu parent button, ma'am, on the menu. Select the camera icon, and then press okay, ma'am. So after you click the camera icon, ma'am, you will see camera 1 and camera 2. Just press camera 1, ma'am.\n**05:25** **Agent** Mhmm. And then, ma'am, kindly get your camera. So on the back of on the back or on the button of the camera unit, ma'am, press and hold the power button for a few seconds until you hear a beeping sound and see the indicator light, ma'am, is flashing just like you said earlier, ma'am. So just kindly wait for that, at\n**05:57** **Customer** least Yes.\n**05:58** **Agent** Until it shows the flashing, ma'am, on the light.\n**06:03** **Customer** Yes. It's been flashing since I plugged it in. It basically it'll I turn it on, and then it just rapid flashes blue for, like, 5 minutes, and then it just turns straight blue.\n**06:14** **Agent** Mhmm. Okay, ma'am. And then, ma'am, the monitor will automatically search for for and bind to the camera, ma'am. So just kindly check your monitor. So do you see that it's trying to connect, ma'am, with your camera?\n**06:31** **Customer** No. No. The the physical wave monitor, it it it has the normal, like, slow blinking on it. But I don't know what's going on with the physical camera now, but it would do, like, a rapid blue flash and then would turn to a slower flash, and then that's how was able to connect to my phone. But I've been trying to kind of figure it out and kind of reconnect it to the bay monitor.\n**07:01** **Customer** But now it's just doing a fast blue flash, and then it just won't turn off or nothing will connect.\n**07:10** **Agent** Okay, ma'am. What do you see in the actual monitor, ma'am?\n**07:21** **Customer** What on the physical monitor? I'm sorry.\n**07:24** **Agent** Yes, ma'am. What do you see in your monitor, ma'am?\n**07:30** **Customer** What thing is my monitor?\n**07:32** **Agent** Yes, ma'am. What do you see in the screen of the of your monitor?\n**07:37** **Customer** It's just trying to it's just trying to pair. That's it's really all that's on there. Just the pairing button that I have going. Like, I re I've been resetting it a few times, and then it just says add a camera, searching for camera. And then it says, please press the camera's pair button.\n**07:57** **Customer** I've tried holding it for, like, 15 seconds, 30 seconds even. I don't know if there's any way to actually, like, reset the setting or reset the actual camera. I don't know if you guys have, like, any sort of unlike some machines, you can kinda put the pin into a certain part of it to reset it. But I just it's it's just not connecting at all.\n**08:22** **Agent** Okay, ma'am. Just give me a minute, ma'am. Okay?\n**08:25** **Customer** Okay. Thank you.\n**09:08** **Agent** Just confirming, ma'am. When you are trying to connect the camera to the monitor, ma'am, you are already in the screen of camera icon, ma'am, in your monitor. Hello, ma'am. Can you hear me?\n**09:35** **Customer** Oh, I'm sorry. I was on mute. Okay. Yes. I was on the camera thing.\n**09:40** **Customer** I've tried connecting it. I was only able to connect the camera to the physical momcozy app by scanning the QR code up to the camera, and that was able to work. But as far as the physical bay monitor goes, I've never been able to connect it. I know it's supposed to typically automatically connect to the camera. But when I first got it, it said that it was connected, but there was nothing like, no picture showing up on the camera.\n**10:07** **Customer** And I've been trying to get it to work more and more, and now it's just doing a solid, like I said, rapid flash blue for, like, 4 minutes. And then if I try to hold down the pairing button, it doesn't do anything. And then now it's on just the solid blue. And then if I try to hold down the pair, it just won't\n**10:26** **Agent** ma'am. Uh, yes, ma'am. That is the correct way to, uh, connect the camera, ma'am, to the monitor. And I just want to know, ma'am, if you are already in the camera icon in then you press and hold the power button of your camera, or you press and hold the camera, ma'am, before you go to the pairing icon.\n**10:51** **Customer** What I did is I just reset it. Like, on the physical, I would just pull down the power button on the on the physical baby monitor, and then I just unpaired it. And then I would just repower it back on. It's on, like, the original setting to where you have to put in the time. You put in the language settings.\n**11:06** **Customer** I'm on that page, and I basically just try to fully reset it. But, yeah, I was on the camera trying to pair it.\n**11:16** **Agent** K, ma'am. So I can see that you tried to go to the setting first in the monitor before you press and hold the camera. Right?\n**11:25** **Customer** Yes.\n**11:27** **Agent** Mhmm. And, ma'am, in the actual monitor, ma'am, in the screen, do you see that the cam the monitor is trying to pair in the camera, or there is no any indicating that the camera's monitor is not it's trying to pair, but it's not\n**11:47** **Customer** Just not connected to camera. Yeah. Okay. It's trying to pair. Yeah.\n**11:52** **Customer** It's doing the slow blue flash.\n**11:56** **Agent** I mean, ma'am, in the monitor, do you see that there is some kind of loading that it's trying to put in the camera or not at all?\n**12:04** **Customer** Yes. Yeah. It'll just say add a camera. It says searching for camera. It'll do the countdown 50 seconds.\n**12:09** **Customer** And then on the side of the monitor, um, where you see it'll it'll do, like, a solid blue if it's connected or a blinking blue was trying to connect. It's doing the blinking blue to try to connect to the camera, but it just won't connect.\n**12:21** **Agent** Okay, ma'am.\n**12:22** **Customer** Got me.\n**12:23** **Agent** Thank you very much, ma'am, for clarifying that. Just give me a minute. Okay?\n**12:27** **Customer** Okay. Thank you.\n**13:41** **Agent** Okay, ma'am. Thank you very much for patiently waiting, ma'am. So for this 1, ma'am, just kindly get your camera. You will see a little hole in there, ma'am. Find a small pinhole on the on the back or button of the camera, ma'am.\n**14:01** **Customer** Okay. So there is a a pin thing to reset it on the camera.\n**14:05** **Agent** Mhmm. And just Okay. Yes, ma'am. And use a small PIN or paper clip, ma'am, to press and hold the reset button, ma'am, for at least 5 to 10 seconds until you hear a beep sound, ma'am, or see the light flashing.\n**14:21** **Customer** Okay. The only small hinting I can see is located, like, right below the, like, the the camera lens. Is that it? Because I don't wanna put it in the wrong thing. But besides that, I don't see any place to like, do you know the exact location of where I put it?\n**14:39** **Agent** Or Do you see it at at at the back of the camera, ma'am, or maybe at the bottom? No.\n**14:47** **Customer** I don't see anything. It's just the charge it's just the charger and then the antenna and then there's the pair button and then obviously, like, the blue flash, and that's it. The only sort of small little thing I see is located right below the camera lens, but I don't know if that's a speaker or something or what that's for.\n**15:07** **Agent** Okay, ma'am. Just give me a minute. Okay?\n**15:10** **Customer** Okay. Thank you.\n**17:23** **Agent** Okay, ma'am. Uh, thank you very much, ma'am, for patiently waiting. I'm really sorry, ma'am. Just kindly disregard, uh, what I said in the PIN hold, ma'am. I double checked our camera here in our end, and there is no any PIN hold showing in the camera.\n**17:37** **Agent** So, uh, for this 1, ma'am, uh, I think there's there is an issue with the pairing with the actual camera, ma'am, through your monitor. Um, I can offer you here, ma'am, is at least I can give you the after sale solution that we can offer an an option for you, ma'am.\n**17:56** **Customer** Okay.\n**17:58** **Agent** Yes, ma'am. May I know when where did you purchase the BM04?\n**18:04** **Customer** So I'm living in Italy currently due to my husband's in the military. We got it at a store here called Prenatal. It's a baby store. It has, like, all sorts of baby things. I bought it there, like, 4 months ago, so I don't have I tried looking on the website.\n**18:20** **Customer** I don't have any sort of receipt or anything, but I it should be\n**18:23** **Agent** Mhmm.\n**18:24** **Customer** Like, a a third party, like, a proper reselling thing. But I bought it brand new. It just hasn't been working.\n**18:32** **Agent** And, unfortunately, ma'am, we are not able to verify that with a without a receipt, ma'am, if that is a third party. So I can see here in the chat team, ma'am, that they already offer you a $40 discount code that you can use to purchase a camera. Okay.\n**18:55** **Customer** That'll be fine if, um, I can use that. That'll be fine.\n**18:59** **Agent** Okay, ma'am. So in that case, ma'am, I will just gonna process the the discount code, ma'am, since we are not able to fix it in our end. So hold on, ma'am. Could you please confirm to me, ma'am, your first name and last name that you provided?\n**19:25** **Customer** Yes. It'll be first name Kayla and last name Hucabone.\n**19:30** **Agent** Okay, ma'am. I will just gonna create the discount code, ma'am. There is a processing time with this. 1 to 2 business days, ma'am, and it will go. You can use it, ma'am, after 1 to 2 business days.\n**19:45** **Agent** And the expiration, ma'am, is 2 months, but you can use it as soon as it is available, ma'am. Okay? I will be sending you, an email. Mhmm. I will be sending you, ma'am, an email as well so you have a reference regarding the discount code, ma'am.\n**20:03** **Agent** Okay?\n**20:04** **Customer** Okay. Sounds good. Thank you for your help. I appreciate it.\n**20:07** **Agent** Okay. Thank you, ma'am, for your time and, uh, patient, uh, fixing the camera, ma'am. Have a good day to you.\n**20:15** **Customer** Thank you. You as well. Alright. Bye.\n**20:17** **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>00:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello?</td></tr><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;\">Hello, ma'am. This is Matt again from momcozy.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:04</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. My daughter hung up the phone. Okay. I'm I it should be good now. I should be good.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. This is regarding about the baby monitor, ma'am, that you try that you are trying to connect, ma'am, through your Yeah. Actual monitor, ma'am. Just confirming, ma'am, you have the b m 0 4. Right?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I have what? Sorry.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">B m 0 4, the model of your your baby monitor. Yes. So if you have the cam the monitor at your end right now, ma'am, I can guide you to connect it right now.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:38</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. Perfect. Let me grab it right now.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. And also too, the 1 issue I'm having with it currently is Okay. Right here. So the light on it, it's like how it flashes blue, like, slowly or it has, like, a steady blue. It'll just keep rapidly flashing blue for, like, 5 minutes, and then it'll just turn onto a solid blue, then nothing will happen or connect.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Uh, yes, ma'am. That that indicates, ma'am, that you are restarting the camera, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I'm sorry. Say that 1 more time.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Uh, that indicates, ma'am, that you are restarting the camera. Uh, that's why it's blinking, and then it becomes solid blue. It means, ma'am, it's already been restarted.</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;\">Okay. Yeah. But the 1 issue, though, is that I've had this camera for, like, 5 months. And when I first plugged it in and and set it up, it did say that it was already connected to the physical baby monitor, but it was not it wasn't showing anything. And so then I removed it, like, from the physical baby monitors, like, camera, and since that I just can't pair it.</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It won't it will only pair the app.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. You can see it in the app, but the actual monitor, ma'am, you are not able to see it.</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. Yeah. It won't show up anymore even if I try pairing it, but I don't know if it's a wiring issue. I've tried different chargers, but, like, right now, I just plugged it in. It it goes solid blue, and then, um, it goes solid blue for a few seconds.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. And then</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Could you please could you please check, ma'am, in your phone, uh, if that is camera 1 or camera 2 that connected to your, uh, phone? Yes. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">In my phone, it was camera it was camera 1 that was But in the physical bay monitor, it doesn't show that there's anything obviously connected to anymore because I unsaid it disconnected it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:43</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, ma'am. So just kindly follow this step, ma'am. I will just gonna give you an instruction. Okay. We are able to connect it 1 more time.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:52</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?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Just go for enter the menu, ma'am. Press the menu button on the parent unit, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:04</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. You will see a camera setting. Navigate to the camera icon and press okay, ma'am. K. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Trying to find I'm trying to get it right now. I'm on the bay monitor, but it's at the start up setting where it's saying to add a camera. I might have sort of run through that for a second.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:48</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 trying to get out of the pairing section to say it because I'm on, like, the starlet gray when you set it up. Because I did try resetting it. I'm not sure if that's what I'm trying to do, but I I which button is it to get me to the settings again?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Go to the menu parent button, ma'am, on the menu. Select the camera icon, and then press okay, ma'am. So after you click the camera icon, ma'am, you will see camera 1 and camera 2. Just press camera 1, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. And then, ma'am, kindly get your camera. So on the back of on the back or on the button of the camera unit, ma'am, press and hold the power button for a few seconds until you hear a beeping sound and see the indicator light, ma'am, is flashing just like you said earlier, ma'am. So just kindly wait for that, at</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:57</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">least Yes.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Until it shows the flashing, ma'am, on the light.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. It's been flashing since I plugged it in. It basically it'll I turn it on, and then it just rapid flashes blue for, like, 5 minutes, and then it just turns straight blue.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Okay, ma'am. And then, ma'am, the monitor will automatically search for for and bind to the camera, ma'am. So just kindly check your monitor. So do you see that it's trying to connect, ma'am, with your camera?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. No. The the physical wave monitor, it it it has the normal, like, slow blinking on it. But I don't know what's going on with the physical camera now, but it would do, like, a rapid blue flash and then would turn to a slower flash, and then that's how was able to connect to my phone. But I've been trying to kind of figure it out and kind of reconnect it to the bay monitor.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">But now it's just doing a fast blue flash, and then it just won't turn off or nothing will connect.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:10</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, ma'am. What do you see in the actual monitor, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">What on the physical monitor? I'm sorry.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. What do you see in your monitor, ma'am?</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;\">What thing is my monitor?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. What do you see in the screen of the of your monitor?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's just trying to it's just trying to pair. That's it's really all that's on there. Just the pairing button that I have going. Like, I re I've been resetting it a few times, and then it just says add a camera, searching for camera. And then it says, please press the camera's pair button.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:57</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I've tried holding it for, like, 15 seconds, 30 seconds even. I don't know if there's any way to actually, like, reset the setting or reset the actual camera. I don't know if you guys have, like, any sort of unlike some machines, you can kinda put the pin into a certain part of it to reset it. But I just it's it's just not connecting at all.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Just give me a minute, ma'am. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just confirming, ma'am. When you are trying to connect the camera to the monitor, ma'am, you are already in the screen of camera icon, ma'am, in your monitor. Hello, ma'am. Can you hear me?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, I'm sorry. I was on mute. Okay. Yes. I was on the camera thing.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:40</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've tried connecting it. I was only able to connect the camera to the physical momcozy app by scanning the QR code up to the camera, and that was able to work. But as far as the physical bay monitor goes, I've never been able to connect it. I know it's supposed to typically automatically connect to the camera. But when I first got it, it said that it was connected, but there was nothing like, no picture showing up on the camera.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:07</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 I've been trying to get it to work more and more, and now it's just doing a solid, like I said, rapid flash blue for, like, 4 minutes. And then if I try to hold down the pairing button, it doesn't do anything. And then now it's on just the solid blue. And then if I try to hold down the pair, it just won't</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">ma'am. Uh, yes, ma'am. That is the correct way to, uh, connect the camera, ma'am, to the monitor. And I just want to know, ma'am, if you are already in the camera icon in then you press and hold the power button of your camera, or you press and hold the camera, ma'am, before you go to the pairing icon.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">What I did is I just reset it. Like, on the physical, I would just pull down the power button on the on the physical baby monitor, and then I just unpaired it. And then I would just repower it back on. It's on, like, the original setting to where you have to put in the time. You put in the language settings.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm on that page, and I basically just try to fully reset it. But, yeah, I was on the camera trying to pair it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">K, ma'am. So I can see that you tried to go to the setting first in the monitor before you press and hold the camera. Right?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:25</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>11:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. And, ma'am, in the actual monitor, ma'am, in the screen, do you see that the cam the monitor is trying to pair in the camera, or there is no any indicating that the camera's monitor is not it's trying to pair, but it's not</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just not connected to camera. Yeah. Okay. It's trying to pair. Yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's doing the slow blue flash.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I mean, ma'am, in the monitor, do you see that there is some kind of loading that it's trying to put in the camera or not at all?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:04</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. Yeah. It'll just say add a camera. It says searching for camera. It'll do the countdown 50 seconds.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And then on the side of the monitor, um, where you see it'll it'll do, like, a solid blue if it's connected or a blinking blue was trying to connect. It's doing the blinking blue to try to connect to the camera, but it just won't connect.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:21</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.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Got me.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you very much, ma'am, for clarifying that. Just give me a minute. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Thank you very much for patiently waiting, ma'am. So for this 1, ma'am, just kindly get your camera. You will see a little hole in there, ma'am. Find a small pinhole on the on the back or button of the camera, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So there is a a pin thing to reset it on the camera.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. And just Okay. Yes, ma'am. And use a small PIN or paper clip, ma'am, to press and hold the reset button, ma'am, for at least 5 to 10 seconds until you hear a beep sound, ma'am, or see the light flashing.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:21</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. The only small hinting I can see is located, like, right below the, like, the the camera lens. Is that it? Because I don't wanna put it in the wrong thing. But besides that, I don't see any place to like, do you know the exact location of where I put it?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Or Do you see it at at at the back of the camera, ma'am, or maybe at the bottom? No.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I don't see anything. It's just the charge it's just the charger and then the antenna and then there's the pair button and then obviously, like, the blue flash, and that's it. The only sort of small little thing I see is located right below the camera lens, but I don't know if that's a speaker or something or what that's for.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Just give me a minute. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Uh, thank you very much, ma'am, for patiently waiting. I'm really sorry, ma'am. Just kindly disregard, uh, what I said in the PIN hold, ma'am. I double checked our camera here in our end, and there is no any PIN hold showing in the camera.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So, uh, for this 1, ma'am, uh, I think there's there is an issue with the pairing with the actual camera, ma'am, through your monitor. Um, I can offer you here, ma'am, is at least I can give you the after sale solution that we can offer an an option for you, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:58</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. May I know when where did you purchase the BM04?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>18:04</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 I'm living in Italy currently due to my husband's in the military. We got it at a store here called Prenatal. It's a baby store. It has, like, all sorts of baby things. I bought it there, like, 4 months ago, so I don't have I tried looking on the website.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>18:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I don't have any sort of receipt or anything, but I it should be</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>18:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>18:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Like, a a third party, like, a proper reselling thing. But I bought it brand new. It just hasn't been working.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>18:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And, unfortunately, ma'am, we are not able to verify that with a without a receipt, ma'am, if that is a third party. So I can see here in the chat team, ma'am, that they already offer you a $40 discount code that you can use to purchase a camera. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>18:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That'll be fine if, um, I can use that. That'll be fine.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>18:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. So in that case, ma'am, I will just gonna process the the discount code, ma'am, since we are not able to fix it in our end. So hold on, ma'am. Could you please confirm to me, ma'am, your first name and last name that you provided?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>19:25</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. It'll be first name Kayla and last name Hucabone.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>19:30</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, ma'am. I will just gonna create the discount code, ma'am. There is a processing time with this. 1 to 2 business days, ma'am, and it will go. You can use it, ma'am, after 1 to 2 business days.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>19:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And the expiration, ma'am, is 2 months, but you can use it as soon as it is available, ma'am. Okay? I will be sending you, an email. Mhmm. I will be sending you, ma'am, an email as well so you have a reference regarding the discount code, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>20:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>20:04</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. Sounds good. Thank you for your help. I appreciate it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>20:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, ma'am, for your time and, uh, patient, uh, fixing the camera, ma'am. Have a good day to you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>20:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you. You as well. Alright. Bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>20:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">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: \n00:00CustomerHello?00:01AgentHello, ma'am. This is Matt again from momcozy.00:04CustomerSorry. My daughter hung up the phone. Okay. I'm I it should be good now. I should be good.00:08AgentYes, ma'am. This is regarding about the baby monitor, ma'am, that you try that you are trying to connect, ma'am, through your Yeah. Actual monitor, ma'am. Just confirming, ma'am, you have the b m 0 4. Right?00:24CustomerI have what? Sorry.00:26AgentB m 0 4, the model of your your baby monitor. Yes. So if you have the cam the monitor at your end right now, ma'am, I can guide you to connect it right now.00:38CustomerOkay. Perfect. Let me grab it right now.00:40AgentMhmm.00:41CustomerOkay. And also too, the 1 issue I'm having with it currently is Okay. Right here. So the light on it, it's like how it flashes blue, like, slowly or it has, like, a steady blue. It'll just keep rapidly flashing blue for, like, 5 minutes, and then it'll just turn onto a solid blue, then nothing will happen or connect.01:03AgentUh, yes, ma'am. That that indicates, ma'am, that you are restarting the camera, ma'am.01:10CustomerOkay. I'm sorry. Say that 1 more time.01:14AgentUh, that indicates, ma'am, that you are restarting the camera. Uh, that's why it's blinking, and then it becomes solid blue. It means, ma'am, it's already been restarted.01:25CustomerOkay. Yeah. But the 1 issue, though, is that I've had this camera for, like, 5 months. And when I first plugged it in and and set it up, it did say that it was already connected to the physical baby monitor, but it was not it wasn't showing anything. And so then I removed it, like, from the physical baby monitors, like, camera, and since that I just can't pair it.01:44CustomerIt won't it will only pair the app.01:48AgentOkay, ma'am. You can see it in the app, but the actual monitor, ma'am, you are not able to see it.01:55CustomerYes. Yeah. It won't show up anymore even if I try pairing it, but I don't know if it's a wiring issue. I've tried different chargers, but, like, right now, I just plugged it in. It it goes solid blue, and then, um, it goes solid blue for a few seconds.02:13CustomerMhmm. And then02:14AgentCould you please could you please check, ma'am, in your phone, uh, if that is camera 1 or camera 2 that connected to your, uh, phone? Yes. Okay.02:31CustomerIn my phone, it was camera it was camera 1 that was But in the physical bay monitor, it doesn't show that there's anything obviously connected to anymore because I unsaid it disconnected it.02:43AgentOkay, ma'am. So just kindly follow this step, ma'am. I will just gonna give you an instruction. Okay. We are able to connect it 1 more time.02:52AgentOkay?02:53CustomerOkay.02:55AgentMhmm. Just go for enter the menu, ma'am. Press the menu button on the parent unit, ma'am.03:02CustomerOkay.03:04AgentMhmm. You will see a camera setting. Navigate to the camera icon and press okay, ma'am. K. Okay.03:19CustomerTrying to find I'm trying to get it right now. I'm on the bay monitor, but it's at the start up setting where it's saying to add a camera. I might have sort of run through that for a second.03:31AgentMhmm.04:48CustomerI'm trying to get out of the pairing section to say it because I'm on, like, the starlet gray when you set it up. Because I did try resetting it. I'm not sure if that's what I'm trying to do, but I I which button is it to get me to the settings again?05:02AgentYes, ma'am. Go to the menu parent button, ma'am, on the menu. Select the camera icon, and then press okay, ma'am. So after you click the camera icon, ma'am, you will see camera 1 and camera 2. Just press camera 1, ma'am.05:25AgentMhmm. And then, ma'am, kindly get your camera. So on the back of on the back or on the button of the camera unit, ma'am, press and hold the power button for a few seconds until you hear a beeping sound and see the indicator light, ma'am, is flashing just like you said earlier, ma'am. So just kindly wait for that, at05:57Customerleast Yes.05:58AgentUntil it shows the flashing, ma'am, on the light.06:03CustomerYes. It's been flashing since I plugged it in. It basically it'll I turn it on, and then it just rapid flashes blue for, like, 5 minutes, and then it just turns straight blue.06:14AgentMhmm. Okay, ma'am. And then, ma'am, the monitor will automatically search for for and bind to the camera, ma'am. So just kindly check your monitor. So do you see that it's trying to connect, ma'am, with your camera?06:31CustomerNo. No. The the physical wave monitor, it it it has the normal, like, slow blinking on it. But I don't know what's going on with the physical camera now, but it would do, like, a rapid blue flash and then would turn to a slower flash, and then that's how was able to connect to my phone. But I've been trying to kind of figure it out and kind of reconnect it to the bay monitor.07:01CustomerBut now it's just doing a fast blue flash, and then it just won't turn off or nothing will connect.07:10AgentOkay, ma'am. What do you see in the actual monitor, ma'am?07:21CustomerWhat on the physical monitor? I'm sorry.07:24AgentYes, ma'am. What do you see in your monitor, ma'am?07:30CustomerWhat thing is my monitor?07:32AgentYes, ma'am. What do you see in the screen of the of your monitor?07:37CustomerIt's just trying to it's just trying to pair. That's it's really all that's on there. Just the pairing button that I have going. Like, I re I've been resetting it a few times, and then it just says add a camera, searching for camera. And then it says, please press the camera's pair button.07:57CustomerI've tried holding it for, like, 15 seconds, 30 seconds even. I don't know if there's any way to actually, like, reset the setting or reset the actual camera. I don't know if you guys have, like, any sort of unlike some machines, you can kinda put the pin into a certain part of it to reset it. But I just it's it's just not connecting at all.08:22AgentOkay, ma'am. Just give me a minute, ma'am. Okay?08:25CustomerOkay. Thank you.09:08AgentJust confirming, ma'am. When you are trying to connect the camera to the monitor, ma'am, you are already in the screen of camera icon, ma'am, in your monitor. Hello, ma'am. Can you hear me?09:35CustomerOh, I'm sorry. I was on mute. Okay. Yes. I was on the camera thing.09:40CustomerI've tried connecting it. I was only able to connect the camera to the physical momcozy app by scanning the QR code up to the camera, and that was able to work. But as far as the physical bay monitor goes, I've never been able to connect it. I know it's supposed to typically automatically connect to the camera. But when I first got it, it said that it was connected, but there was nothing like, no picture showing up on the camera.10:07CustomerAnd I've been trying to get it to work more and more, and now it's just doing a solid, like I said, rapid flash blue for, like, 4 minutes. And then if I try to hold down the pairing button, it doesn't do anything. And then now it's on just the solid blue. And then if I try to hold down the pair, it just won't10:26Agentma'am. Uh, yes, ma'am. That is the correct way to, uh, connect the camera, ma'am, to the monitor. And I just want to know, ma'am, if you are already in the camera icon in then you press and hold the power button of your camera, or you press and hold the camera, ma'am, before you go to the pairing icon.10:51CustomerWhat I did is I just reset it. Like, on the physical, I would just pull down the power button on the on the physical baby monitor, and then I just unpaired it. And then I would just repower it back on. It's on, like, the original setting to where you have to put in the time. You put in the language settings.11:06CustomerI'm on that page, and I basically just try to fully reset it. But, yeah, I was on the camera trying to pair it.11:16AgentK, ma'am. So I can see that you tried to go to the setting first in the monitor before you press and hold the camera. Right?11:25CustomerYes.11:27AgentMhmm. And, ma'am, in the actual monitor, ma'am, in the screen, do you see that the cam the monitor is trying to pair in the camera, or there is no any indicating that the camera's monitor is not it's trying to pair, but it's not11:47CustomerJust not connected to camera. Yeah. Okay. It's trying to pair. Yeah.11:52CustomerIt's doing the slow blue flash.11:56AgentI mean, ma'am, in the monitor, do you see that there is some kind of loading that it's trying to put in the camera or not at all?12:04CustomerYes. Yeah. It'll just say add a camera. It says searching for camera. It'll do the countdown 50 seconds.12:09CustomerAnd then on the side of the monitor, um, where you see it'll it'll do, like, a solid blue if it's connected or a blinking blue was trying to connect. It's doing the blinking blue to try to connect to the camera, but it just won't connect.12:21AgentOkay, ma'am.12:22CustomerGot me.12:23AgentThank you very much, ma'am, for clarifying that. Just give me a minute. Okay?12:27CustomerOkay. Thank you.13:41AgentOkay, ma'am. Thank you very much for patiently waiting, ma'am. So for this 1, ma'am, just kindly get your camera. You will see a little hole in there, ma'am. Find a small pinhole on the on the back or button of the camera, ma'am.14:01CustomerOkay. So there is a a pin thing to reset it on the camera.14:05AgentMhmm. And just Okay. Yes, ma'am. And use a small PIN or paper clip, ma'am, to press and hold the reset button, ma'am, for at least 5 to 10 seconds until you hear a beep sound, ma'am, or see the light flashing.14:21CustomerOkay. The only small hinting I can see is located, like, right below the, like, the the camera lens. Is that it? Because I don't wanna put it in the wrong thing. But besides that, I don't see any place to like, do you know the exact location of where I put it?14:39AgentOr Do you see it at at at the back of the camera, ma'am, or maybe at the bottom? No.14:47CustomerI don't see anything. It's just the charge it's just the charger and then the antenna and then there's the pair button and then obviously, like, the blue flash, and that's it. The only sort of small little thing I see is located right below the camera lens, but I don't know if that's a speaker or something or what that's for.15:07AgentOkay, ma'am. Just give me a minute. Okay?15:10CustomerOkay. Thank you.17:23AgentOkay, ma'am. Uh, thank you very much, ma'am, for patiently waiting. I'm really sorry, ma'am. Just kindly disregard, uh, what I said in the PIN hold, ma'am. I double checked our camera here in our end, and there is no any PIN hold showing in the camera.17:37AgentSo, uh, for this 1, ma'am, uh, I think there's there is an issue with the pairing with the actual camera, ma'am, through your monitor. Um, I can offer you here, ma'am, is at least I can give you the after sale solution that we can offer an an option for you, ma'am.17:56CustomerOkay.17:58AgentYes, ma'am. May I know when where did you purchase the BM04?18:04CustomerSo I'm living in Italy currently due to my husband's in the military. We got it at a store here called Prenatal. It's a baby store. It has, like, all sorts of baby things. I bought it there, like, 4 months ago, so I don't have I tried looking on the website.18:20CustomerI don't have any sort of receipt or anything, but I it should be18:23AgentMhmm.18:24CustomerLike, a a third party, like, a proper reselling thing. But I bought it brand new. It just hasn't been working.18:32AgentAnd, unfortunately, ma'am, we are not able to verify that with a without a receipt, ma'am, if that is a third party. So I can see here in the chat team, ma'am, that they already offer you a $40 discount code that you can use to purchase a camera. Okay.18:55CustomerThat'll be fine if, um, I can use that. That'll be fine.18:59AgentOkay, ma'am. So in that case, ma'am, I will just gonna process the the discount code, ma'am, since we are not able to fix it in our end. So hold on, ma'am. Could you please confirm to me, ma'am, your first name and last name that you provided?19:25CustomerYes. It'll be first name Kayla and last name Hucabone.19:30AgentOkay, ma'am. I will just gonna create the discount code, ma'am. There is a processing time with this. 1 to 2 business days, ma'am, and it will go. You can use it, ma'am, after 1 to 2 business days.19:45AgentAnd the expiration, ma'am, is 2 months, but you can use it as soon as it is available, ma'am. Okay? I will be sending you, an email. Mhmm. I will be sending you, ma'am, an email as well so you have a reference regarding the discount code, ma'am.20:03AgentOkay?20:04CustomerOkay. Sounds good. Thank you for your help. I appreciate it.20:07AgentOkay. Thank you, ma'am, for your time and, uh, patient, uh, fixing the camera, ma'am. Have a good day to you.20:15CustomerThank you. You as well. Alright. Bye.20:17AgentBye 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": "#### **Call summary:**\n\n\n- Customer contacted Momcozy regarding an issue with a baby monitor.\n- Matt from Momcozy called the customer to discuss the problem.\n- The purpose of the call was to address the customer's request for assistance with the baby monitor.\n- No specific details about the issue with the baby monitor or the resolution were provided.\n- Current status: Initial contact made by Momcozy representative.\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 contacted Momcozy regarding an issue with a baby monitor.</li><li>Matt from Momcozy called the customer to discuss the problem.</li><li>The purpose of the call was to address the customer's request for assistance with the baby monitor.</li><li>No specific details about the issue with the baby monitor or the resolution were provided.</li><li>Current status: Initial contact made by Momcozy representative.</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>",
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"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>00:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello? Hello, ma'am. This is Matt from momcozy calling you for you are asking for a call time for the baby monitor, ma'am, that you are having an issue with? Yes. Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I</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>",
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"body": "Call to: +39 349 400 3057\nCall from: +1 (619) 848-0676\nTime of call: May 13, 2026 at 3:04:42 PM UTC\nCalled by: CT-Matthew",
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