提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1255605",
"subject": "Call with Caller +1 (819) 960-1494",
"description": "Call from: +1 (819) 960-1494\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 4:01:36 PM UTC",
"status": "open",
"priority": "normal",
"product_model": "milk pump::Momcozy::Air 1",
"created_at": "2026-05-13T16:01:57Z",
"updated_at": "2026-05-13T16:27:28Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "1 pump no suction leakage,",
"agents_notes": "1 pump no suction leakage,",
"category_field_id": "34154549939865",
"category_name": "CPI::No suction issue",
"category_value": "cpi__no_suction_issue",
"category_zh": "无吸力问题"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 4,
"voice": 2,
"email": 1
}
},
"messages": [
{
"conversation_id": "57889596178585",
"type": "Comment",
"created_at": "2026-05-13T16:27:28Z",
"author_id": "56419113306777",
"author_name": "guillaume",
"author_role": "end-user",
"sender_type": "customer",
"channel": "email",
"public": true,
"recording_type": "",
"text": "Thanks Jona, here it is \n \n\n \n \nAIR131080100487910F005CS00701 \n \n\n \n \n\n \n \nFull Name: guillaume Lecomte \n \nStreet Address: 52 rue beaupré \n \nCity: victoriaville \n \nState: Quebec \n \nCountry: Canada \n \nZipcode: G6S 1N6 \n \nContact Number: 819-960-1494 \n \n\n \n \nI cant send you a visual video since its only happening on my wife breast but here's the sound it makes attached \n \n\n \n \nThanks \n \n \n\n \n \n \nObtenir\nOutlook pour Android"
},
{
"conversation_id": "57889459493273",
"type": "Comment",
"created_at": "2026-05-13T16:17:27Z",
"author_id": "51946493348505",
"author_name": "CT-Jona",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: ib \nIssue Details: 1 pump, no suction leakage, air 1 701-5238878-3813068\nResolution Offered: send email to cx\nCustomer Responses: acceptance \nFollow-up Actions: None\nEscalation Details: N/A"
},
{
"conversation_id": "57889436819993",
"type": "Comment",
"created_at": "2026-05-13T16:15:05Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
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"text": "Call summary: \n Customer reported an issue with their Momcozy Air 1 breast pump purchased in March and recently used—lack of full suction and leakage causing difficulty in pumping. The agent confirmed the model, purchase on Amazon, and warranty status; the item is still under warranty. Customer provided order number and email address (guillaume_lecomte@hotmail.com) for further communication. Agent sent an email requesting specific information to process a replacement, including: Unique Device Identifier (UDI) from the box or pump motor via QR code. A short video (3-15 seconds) showing the issue (no suction and leakage, with instructions to test all levels 1-9 using water). Full shipping address, full name, and contact number. Customer asked for a clear text version of the video instructions in the email due to language difficulties; agent confirmed these instructions were in text format in the email. Customer agreed to send the required information to facilitate the replacement. Agent assured that once the replacement is processed, the customer will receive confirmation and a survey request. Call ended with apologies for the inconvenience and thanks expressed on both sides. \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": "57889428230809",
"type": "Comment",
"created_at": "2026-05-13T16:15:01Z",
"author_id": "-1",
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"author_role": "",
"sender_type": "internal",
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"text": "Call transcript: \n00:02AgentHi. Thank you for calling momcozy. How can I help you?00:06CustomerHi. So we have a problem with our momcozy pump. There's the left breast pump we bought, like, in March, but we would just start using 2 month 2 weeks ago, and it's not pumping all the way, and there seems to be a leak of the hair that makes it hard to to pump.00:28AgentSo, sir, 1 of your pump has no suction, and then there is a leakage?00:34CustomerYep.00:35AgentOkay. Can I ask, sir, what is the model of the pump that you have?00:42CustomerI'll just look at the order. Momcozyair1ultraslim.com.00:52AgentOkay. The air 1. Got it. And then, sir, have you already checked all of the parts if it's properly installed? No visible damage?01:03CustomerNo. No visible damage. And we, uh, we cleaned it thoroughly, and then it didn't work after work even though.01:10AgentOkay. For this 1, sir, have you already, um, can I ask, sir, on where did you purchase, sir, the breast pump?01:20CustomerSorry. Can you say that again?01:22AgentUm, where did you purchase, sir, the pump?01:25CustomerIt's from the, uh, Amazon.01:28AgentOkay. Do you have your order number, sir, from Amazon?01:32CustomerYeah. So there's a lot of numbers. Are are you ready?01:47AgentYes, sir. I'm ready.01:49CustomerOkay. So 70152388783813068.02:09AgentOkay, sir. I will gonna repeat the order number so that I can also confirm whether if everything is correct. So it's 70152388783813068. Everything is correct, sir?02:27CustomerYes. It's correct.02:29AgentOkay. Just give me a minute, sir. I will gonna check this 1.02:35CustomerThank you.03:59AgentHello, sir?04:01CustomerYes?04:02AgentYes, sir. So after checking here on my end, sir, the item still under warranty. And I do also confirm, sir, that you do have the Air 1 breast pump. So for this 1, sir, for us to provide you the warranty and after sales resolution, I'll be needing your email, sir, so that I can send you an email for some of the information that I will be needing to process a replacement.04:27CustomerOkay. Perfect. So I'll I'll call it out?04:31AgentYes, sir.04:35CustomerGUILLAUMEUnderscore or, like is it underscore? That's in lecomte@atmail.com.05:09AgentI'm sorry, sir. I didn't quite catch it. So it's g u I l a?05:17Customer2 l's.05:20AgentOh, okay. So it's g u I l l a u m05:28Customere Yep. Underscore Uh-huh. L e e o m t e.05:48AgentD e, sir? D for dog, e for elephant?05:54CustomerNo. T like, uh, titan or and e like, um, Erin.06:01AgentOkay, sir. So it's g u I l l a u m e underscore, l for Lima, e for elephant, o for orange, m for Mary, t for Thomas, and then e for elephant.06:20CustomerYeah.06:22AgentOkay. Got it. So just give me a minute. Um, and then it's at Gmail dot com, sir?06:29CustomerUpMail dot com. Just to make sure, can you spell out spell out the the last family name? Because I I think you have the c for comment, but it's t like T. T v. Yeah.06:43AgentOkay. So it's l e o m d06:48CustomerOh, l.06:49AgentFor06:49CustomerIt's gonna be l e, c like commander.06:56AgentOh, l and then c?06:59CustomerL e c o m t e.07:10AgentOkay. At Outlook, sir?07:15CustomerAt Hotmail dot com.07:17AgentHotmail dot com. Okay, sir. So just give me a minute, sir. I'm just going to compose an email, sir.07:30CustomerK. Thank you.07:45AgentSo, sir, do you still have the box of the breast pump?07:50CustomerYeah. Okay.08:48AgentSo, sir, I already sent you an email. My name, sir, is John. Can you check, sir, whether you receive it?08:55CustomerPerfect. I'll look it up. Okay. Yes. I just received it from Jonah.09:05AgentOkay. Okay. Got it, sir. For this 1, sir for this 1, sir, kindly respond to my email along the information that I will be needing. First, sir, is the UDI or the unique device identifier.09:21AgentIt is located, sir, at the back uh, or at the bottom of the box, the product box. And then there is a QR code there, sir. If you're seeing a lot of QR code, kindly take a photo of those QR code. I will gonna scan it for you, sir, to get the UDI. But just in case you don't have the box anymore, sir, at the back of your pump motor, there is also a QR code there or underneath, um, your pump motor, sir.09:48AgentSo kindly scan that to get the serial number, sir. Okay? And then Right. I'll be needing a short video, sir, of the, uh, issue that you were encountering. As you've mentioned that there is no suction and then there's a leakage, you can put water into the pump motor as a substitute of the milk.10:08AgentAnd you can try to, um, switch all the levels from 1 to 9 just to check if there's any leakage. Okay, sir? Take a video, sir. Um, 3 to 15 second video would be fine, sir, like short video. And then provide to me your full shipping address, full name, shipping address, and contact number.10:27AgentOnce I view, sir, that you're having an issue with the pump, I will gonna initiate, sir, a replacement. K?10:35CustomerWell, I need to send pictures of of the the pumps having a leakage with the bubbles. Like, is it what you're asking?10:44AgentYes, sir. Kindly provide to me, sir, a video of the pump having an issue, sir. Like, as10:53CustomerCould you There I'm French, could you put these instructions in in text so I can follow them? Because I'm I'm I'm getting all that. In this email that you just sent me, could you put the instructions? On11:09Agenthow to create a video, sir?11:13CustomerSorry?11:15AgentOn how to create a video?11:21CustomerJust the instruction in a text format, like the the email you just sent me. Could you just put the information for the instructions you just gave me but in in text format from the email.11:35AgentUh, yes, sir. It's also on the text, sir. The photo of the serial number, uh, short video, and the full shipping information, sir.11:45CustomerOh, okay. Perfect. Then it's perfect. I'm gonna I'm gonna be able to send you an email back.11:51AgentOkay, sir. Got it. So nothing to worries. Once I process your replacement, you will gonna be also receiving an email from me confirmation of the replacement. And then you will gonna be also receiving, sir, a quick survey after I send you, sir, a replacement.12:09AgentI would really appreciate, sir, if you could also take a moment answering it, sir.12:14CustomerOkay. Perfect.12:16AgentOkay. Again, sir, thank you for having this phone call, and I really do apologize when that happened to your phone, sir. Hope you have a wonderful day. Bye.12:25CustomerThank you. You too. Bye bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57889403538969",
"type": "VoiceComment",
"created_at": "2026-05-13T16:14:34Z",
"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 (819) 960-1494\nCall Details:\n\nCall from: +1 (819) 960-1494\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 16:01:36 UTC\nLocation: Victoriaville, QC, Canada\nAnswered by: CT-Jona\nLength of phone call: 12 minutes, 57 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAa1293a3581c71617c3ae64c320db7db5/twilio/call/recording"
},
{
"conversation_id": "57889352604697",
"type": "Comment",
"created_at": "2026-05-13T16:10:35Z",
"author_id": "51946493348505",
"author_name": "CT-Jona",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello,\n \nThank you for bringing this matter to our attention. We sincerely apologize for any inconvenience this may have caused and appreciate your patience as we work towards a resolution.\n \nTo better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the product box. You can scan the QR code next to the production date and SN (Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n \nTo assist us in investigating the issue more thoroughly and enhancing our system, would you be so kind as to provide a photo or a short video of the error you encountered?\n \nTo initiate the replacement process, please furnish your shipping address in the following format:\n \nFull Name:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact Number:\n \nWe value your understanding and cooperation, and please be assured that we are committed to supporting you throughout this process.\n \nBest regards,\nMomcozy Customer Support Team"
},
{
"conversation_id": "57889255670553",
"type": "Comment",
"created_at": "2026-05-13T16:01:57Z",
"author_id": "57889233520281",
"author_name": "Caller +1 (819) 960-1494",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (819) 960-1494\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 4:01:36 PM UTC"
}
]
}
conversation_raw_json
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"id": 57889596178585,
"type": "Comment",
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"body": "Thanks Jona, here it is\n\n\n\nAIR131080100487910F005CS00701\n\n\n\n\n\nFull Name: guillaume Lecomte\n\nStreet Address: 52 rue beaupré\n\nCity: victoriaville\n\nState: Quebec\n\nCountry: Canada\n\nZipcode: G6S 1N6\n\nContact Number: 819-960-1494\n\n\n\nI cant send you a visual video since its only happening on my wife breast but here's the sound it makes attached\n\n\n\nThanks\n\n\n\nObtenir Outlook pour Android",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\nThanks Jona, here it is</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\n<br>\n</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\nAIR131080100487910F005CS00701</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\n<br>\n</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\n<br>\n</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\nFull Name: guillaume Lecomte</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\nStreet Address: 52 rue beaupré</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\nCity: victoriaville</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\nState: Quebec</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\nCountry: Canada</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\nZipcode: G6S 1N6</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\nContact Number: 819-960-1494</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\n<br>\n</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\nI cant send you a visual video since its only happening on my wife breast but here's the sound it makes attached</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\n<br>\n</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\nThanks</div>\n<div dir=\"auto\" style=\" font-size: 12pt;\">\n<div style=\" font-size: 12pt;\">\n<br>\n</div>\n</div>\n<div dir=\"auto\" style=\" font-size: 12pt; color: rgb(33, 33, 33);\">\n<span style=\" font-size: 12pt; color: rgb(33, 33, 33);\">Obtenir\n<a href=\"https://aka.ms/AAb9ysg\" rel=\"noreferrer\">Outlook pour Android</a></span></div></div>",
"plain_body": "Thanks Jona, here it is \n \n\n\n \n \nAIR131080100487910F005CS00701 \n \n\n\n \n \n\n\n \n \nFull Name: guillaume Lecomte \n \nStreet Address: 52 rue beaupré \n \nCity: victoriaville \n \nState: Quebec \n \nCountry: Canada \n \nZipcode: G6S 1N6 \n \nContact Number: 819-960-1494 \n \n\n\n \n \nI cant send you a visual video since its only happening on my wife breast but here's the sound it makes attached \n \n\n\n \n \nThanks \n \n \n\n\n \n \n \nObtenir\nOutlook pour Android",
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"body": "Customer Communications: ib\nIssue Details: 1 pump, no suction leakage, air 1 701-5238878-3813068\nResolution Offered: send 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: 1 pump, no suction leakage, air 1 701-5238878-3813068<br>Resolution Offered: send email to cx<br>Customer Responses: acceptance <br>Follow-up Actions: None<br>Escalation Details: N/A<br> <br> <br></div>",
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"body": "#### **Call summary:**\n\n\n- Customer reported an issue with their Momcozy Air 1 breast pump purchased in March and recently used—lack of full suction and leakage causing difficulty in pumping.\n- The agent confirmed the model, purchase on Amazon, and warranty status; the item is still under warranty.\n- Customer provided order number and email address (guillaume_lecomte@hotmail.com) for further communication.\n- Agent sent an email requesting specific information to process a replacement, including:\n- Unique Device Identifier (UDI) from the box or pump motor via QR code.\n- A short video (3-15 seconds) showing the issue (no suction and leakage, with instructions to test all levels 1-9 using water).\n- Full shipping address, full name, and contact number.\n- Customer asked for a clear text version of the video instructions in the email due to language difficulties; agent confirmed these instructions were in text format in the email.\n- Customer agreed to send the required information to facilitate the replacement.\n- Agent assured that once the replacement is processed, the customer will receive confirmation and a survey request.\n- Call ended with apologies for the inconvenience and thanks expressed on both sides.\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 reported an issue with their Momcozy Air 1 breast pump purchased in March and recently used—lack of full suction and leakage causing difficulty in pumping.</li><li>The agent confirmed the model, purchase on Amazon, and warranty status; the item is still under warranty.</li><li>Customer provided order number and email address (guillaume_lecomte@hotmail.com) for further communication.</li><li>Agent sent an email requesting specific information to process a replacement, including:</li><li>Unique Device Identifier (UDI) from the box or pump motor via QR code.</li><li>A short video (3-15 seconds) showing the issue (no suction and leakage, with instructions to test all levels 1-9 using water).</li><li>Full shipping address, full name, and contact number.</li><li>Customer asked for a clear text version of the video instructions in the email due to language difficulties; agent confirmed these instructions were in text format in the email.</li><li>Customer agreed to send the required information to facilitate the replacement.</li><li>Agent assured that once the replacement is processed, the customer will receive confirmation and a survey request.</li><li>Call ended with apologies for the inconvenience and thanks expressed on both sides.</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 reported an issue with their Momcozy Air 1 breast pump purchased in March and recently used—lack of full suction and leakage causing difficulty in pumping. The agent confirmed the model, purchase on Amazon, and warranty status; the item is still under warranty. Customer provided order number and email address (guillaume_lecomte@hotmail.com) for further communication. Agent sent an email requesting specific information to process a replacement, including: Unique Device Identifier (UDI) from the box or pump motor via QR code. A short video (3-15 seconds) showing the issue (no suction and leakage, with instructions to test all levels 1-9 using water). Full shipping address, full name, and contact number. Customer asked for a clear text version of the video instructions in the email due to language difficulties; agent confirmed these instructions were in text format in the email. Customer agreed to send the required information to facilitate the replacement. Agent assured that once the replacement is processed, the customer will receive confirmation and a survey request. Call ended with apologies for the inconvenience and thanks expressed on both sides. \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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"author_id": -1,
"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. So we have a problem with our momcozy pump. There's the left breast pump we bought, like, in March, but we would just start using 2 month 2 weeks ago, and it's not pumping all the way, and there seems to be a leak of the hair that makes it hard to to pump.\n**00:28** **Agent** So, sir, 1 of your pump has no suction, and then there is a leakage?\n**00:34** **Customer** Yep.\n**00:35** **Agent** Okay. Can I ask, sir, what is the model of the pump that you have?\n**00:42** **Customer** I'll just look at the order. Momcozyair1ultraslim.com.\n**00:52** **Agent** Okay. The air 1. Got it. And then, sir, have you already checked all of the parts if it's properly installed? No visible damage?\n**01:03** **Customer** No. No visible damage. And we, uh, we cleaned it thoroughly, and then it didn't work after work even though.\n**01:10** **Agent** Okay. For this 1, sir, have you already, um, can I ask, sir, on where did you purchase, sir, the breast pump?\n**01:20** **Customer** Sorry. Can you say that again?\n**01:22** **Agent** Um, where did you purchase, sir, the pump?\n**01:25** **Customer** It's from the, uh, Amazon.\n**01:28** **Agent** Okay. Do you have your order number, sir, from Amazon?\n**01:32** **Customer** Yeah. So there's a lot of numbers. Are are you ready?\n**01:47** **Agent** Yes, sir. I'm ready.\n**01:49** **Customer** Okay. So 70152388783813068.\n**02:09** **Agent** Okay, sir. I will gonna repeat the order number so that I can also confirm whether if everything is correct. So it's 70152388783813068. Everything is correct, sir?\n**02:27** **Customer** Yes. It's correct.\n**02:29** **Agent** Okay. Just give me a minute, sir. I will gonna check this 1.\n**02:35** **Customer** Thank you.\n**03:59** **Agent** Hello, sir?\n**04:01** **Customer** Yes?\n**04:02** **Agent** Yes, sir. So after checking here on my end, sir, the item still under warranty. And I do also confirm, sir, that you do have the Air 1 breast pump. So for this 1, sir, for us to provide you the warranty and after sales resolution, I'll be needing your email, sir, so that I can send you an email for some of the information that I will be needing to process a replacement.\n**04:27** **Customer** Okay. Perfect. So I'll I'll call it out?\n**04:31** **Agent** Yes, sir.\n**04:35** **Customer** GUILLAUMEUnderscore or, like is it underscore? That's in lecomte@atmail.com.\n**05:09** **Agent** I'm sorry, sir. I didn't quite catch it. So it's g u I l a?\n**05:17** **Customer** 2 l's.\n**05:20** **Agent** Oh, okay. So it's g u I l l a u m\n**05:28** **Customer** e Yep. Underscore Uh-huh. L e e o m t e.\n**05:48** **Agent** D e, sir? D for dog, e for elephant?\n**05:54** **Customer** No. T like, uh, titan or and e like, um, Erin.\n**06:01** **Agent** Okay, sir. So it's g u I l l a u m e underscore, l for Lima, e for elephant, o for orange, m for Mary, t for Thomas, and then e for elephant.\n**06:20** **Customer** Yeah.\n**06:22** **Agent** Okay. Got it. So just give me a minute. Um, and then it's at Gmail dot com, sir?\n**06:29** **Customer** UpMail dot com. Just to make sure, can you spell out spell out the the last family name? Because I I think you have the c for comment, but it's t like T. T v. Yeah.\n**06:43** **Agent** Okay. So it's l e o m d\n**06:48** **Customer** Oh, l.\n**06:49** **Agent** For\n**06:49** **Customer** It's gonna be l e, c like commander.\n**06:56** **Agent** Oh, l and then c?\n**06:59** **Customer** L e c o m t e.\n**07:10** **Agent** Okay. At Outlook, sir?\n**07:15** **Customer** At Hotmail dot com.\n**07:17** **Agent** Hotmail dot com. Okay, sir. So just give me a minute, sir. I'm just going to compose an email, sir.\n**07:30** **Customer** K. Thank you.\n**07:45** **Agent** So, sir, do you still have the box of the breast pump?\n**07:50** **Customer** Yeah. Okay.\n**08:48** **Agent** So, sir, I already sent you an email. My name, sir, is John. Can you check, sir, whether you receive it?\n**08:55** **Customer** Perfect. I'll look it up. Okay. Yes. I just received it from Jonah.\n**09:05** **Agent** Okay. Okay. Got it, sir. For this 1, sir for this 1, sir, kindly respond to my email along the information that I will be needing. First, sir, is the UDI or the unique device identifier.\n**09:21** **Agent** It is located, sir, at the back uh, or at the bottom of the box, the product box. And then there is a QR code there, sir. If you're seeing a lot of QR code, kindly take a photo of those QR code. I will gonna scan it for you, sir, to get the UDI. But just in case you don't have the box anymore, sir, at the back of your pump motor, there is also a QR code there or underneath, um, your pump motor, sir.\n**09:48** **Agent** So kindly scan that to get the serial number, sir. Okay? And then Right. I'll be needing a short video, sir, of the, uh, issue that you were encountering. As you've mentioned that there is no suction and then there's a leakage, you can put water into the pump motor as a substitute of the milk.\n**10:08** **Agent** And you can try to, um, switch all the levels from 1 to 9 just to check if there's any leakage. Okay, sir? Take a video, sir. Um, 3 to 15 second video would be fine, sir, like short video. And then provide to me your full shipping address, full name, shipping address, and contact number.\n**10:27** **Agent** Once I view, sir, that you're having an issue with the pump, I will gonna initiate, sir, a replacement. K?\n**10:35** **Customer** Well, I need to send pictures of of the the pumps having a leakage with the bubbles. Like, is it what you're asking?\n**10:44** **Agent** Yes, sir. Kindly provide to me, sir, a video of the pump having an issue, sir. Like, as\n**10:53** **Customer** Could you There I'm French, could you put these instructions in in text so I can follow them? Because I'm I'm I'm getting all that. In this email that you just sent me, could you put the instructions? On\n**11:09** **Agent** how to create a video, sir?\n**11:13** **Customer** Sorry?\n**11:15** **Agent** On how to create a video?\n**11:21** **Customer** Just the instruction in a text format, like the the email you just sent me. Could you just put the information for the instructions you just gave me but in in text format from the email.\n**11:35** **Agent** Uh, yes, sir. It's also on the text, sir. The photo of the serial number, uh, short video, and the full shipping information, sir.\n**11:45** **Customer** Oh, okay. Perfect. Then it's perfect. I'm gonna I'm gonna be able to send you an email back.\n**11:51** **Agent** Okay, sir. Got it. So nothing to worries. Once I process your replacement, you will gonna be also receiving an email from me confirmation of the replacement. And then you will gonna be also receiving, sir, a quick survey after I send you, sir, a replacement.\n**12:09** **Agent** I would really appreciate, sir, if you could also take a moment answering it, sir.\n**12:14** **Customer** Okay. Perfect.\n**12:16** **Agent** Okay. Again, sir, thank you for having this phone call, and I really do apologize when that happened to your phone, sir. Hope you have a wonderful day. Bye.\n**12:25** **Customer** Thank you. You too. Bye bye.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">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. So we have a problem with our momcozy pump. There's the left breast pump we bought, like, in March, but we would just start using 2 month 2 weeks ago, and it's not pumping all the way, and there seems to be a leak of the hair that makes it hard to to pump.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So, sir, 1 of your pump has no suction, and then there is a leakage?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yep.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Can I ask, sir, what is the model of the pump that you have?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'll just look at the order. Momcozyair1ultraslim.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. The air 1. Got it. And then, sir, have you already checked all of the parts if it's properly installed? No visible damage?</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. No visible damage. And we, uh, we cleaned it thoroughly, and then it didn't work after work even though.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. For this 1, sir, have you already, um, can I ask, sir, on where did you purchase, sir, the breast pump?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry. Can you say that again?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Um, where did you purchase, sir, the pump?</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;\">It's from the, uh, Amazon.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Do you have your order number, sir, from Amazon?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. So there's a lot of numbers. Are are you ready?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, sir. I'm ready.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:49</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So 70152388783813068.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, sir. I will gonna repeat the order number so that I can also confirm whether if everything is correct. So it's 70152388783813068. Everything is correct, sir?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. It's correct.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Just give me a minute, sir. I will gonna check this 1.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello, sir?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, sir. So after checking here on my end, sir, the item still under warranty. And I do also confirm, sir, that you do have the Air 1 breast pump. So for this 1, sir, for us to provide you the warranty and after sales resolution, I'll be needing your email, sir, so that I can send you an email for some of the information that I will be needing to process a replacement.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:27</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. Perfect. So I'll I'll call it out?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">GUILLAUMEUnderscore or, like is it underscore? That's in lecomte@atmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm sorry, sir. I didn't quite catch it. So it's g u I l a?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">2 l's.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, okay. So it's g u I l l a u m</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">e Yep. Underscore Uh-huh. L e e o m t e.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">D e, sir? D for dog, e for elephant?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. T like, uh, titan or and e like, um, Erin.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, sir. So it's g u I l l a u m e underscore, l for Lima, e for elephant, o for orange, m for Mary, t for Thomas, and then e for elephant.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:22</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. Got it. So just give me a minute. Um, and then it's at Gmail dot com, sir?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">UpMail dot com. Just to make sure, can you spell out spell out the the last family name? Because I I think you have the c for comment, but it's t like T. T v. Yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:43</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. So it's l e o m d</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, l.</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;\">For</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's gonna be l e, c like commander.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, l and then c?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">L e c o m t e.</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. At Outlook, sir?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">At Hotmail dot com.</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;\">Hotmail dot com. Okay, sir. So just give me a minute, sir. I'm just going to compose an email, sir.</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;\">K. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So, sir, do you still have the box of the breast pump?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So, sir, I already sent you an email. My name, sir, is John. Can you check, sir, whether you receive it?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Perfect. I'll look it up. Okay. Yes. I just received it from Jonah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Okay. Got it, sir. For this 1, sir for this 1, sir, kindly respond to my email along the information that I will be needing. First, sir, is the UDI or the unique device identifier.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It is located, sir, at the back uh, or at the bottom of the box, the product box. And then there is a QR code there, sir. If you're seeing a lot of QR code, kindly take a photo of those QR code. I will gonna scan it for you, sir, to get the UDI. But just in case you don't have the box anymore, sir, at the back of your pump motor, there is also a QR code there or underneath, um, your pump motor, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So kindly scan that to get the serial number, sir. Okay? And then Right. I'll be needing a short video, sir, of the, uh, issue that you were encountering. As you've mentioned that there is no suction and then there's a leakage, you can put water into the pump motor as a substitute of the milk.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And you can try to, um, switch all the levels from 1 to 9 just to check if there's any leakage. Okay, sir? Take a video, sir. Um, 3 to 15 second video would be fine, sir, like short video. And then provide to me your full shipping address, full name, shipping address, and contact number.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Once I view, sir, that you're having an issue with the pump, I will gonna initiate, sir, a replacement. K?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Well, I need to send pictures of of the the pumps having a leakage with the bubbles. Like, is it what you're asking?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, sir. Kindly provide to me, sir, a video of the pump having an issue, sir. Like, as</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Could you There I'm French, could you put these instructions in in text so I can follow them? Because I'm I'm I'm getting all that. In this email that you just sent me, could you put the instructions? On</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">how to create a video, sir?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">On how to create a video?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just the instruction in a text format, like the the email you just sent me. Could you just put the information for the instructions you just gave me but in in text format from the email.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Uh, yes, sir. It's also on the text, sir. The photo of the serial number, uh, short video, and the full shipping information, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, okay. Perfect. Then it's perfect. I'm gonna I'm gonna be able to send you an email back.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, sir. Got it. So nothing to worries. Once I process your replacement, you will gonna be also receiving an email from me confirmation of the replacement. And then you will gonna be also receiving, sir, a quick survey after I send you, sir, a replacement.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I would really appreciate, sir, if you could also take a moment answering it, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Perfect.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Again, sir, thank you for having this phone call, and I really do apologize when that happened to your phone, sir. Hope you have a wonderful day. Bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you. You too. Bye bye.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call transcript: \n00:02AgentHi. Thank you for calling momcozy. How can I help you?00:06CustomerHi. So we have a problem with our momcozy pump. There's the left breast pump we bought, like, in March, but we would just start using 2 month 2 weeks ago, and it's not pumping all the way, and there seems to be a leak of the hair that makes it hard to to pump.00:28AgentSo, sir, 1 of your pump has no suction, and then there is a leakage?00:34CustomerYep.00:35AgentOkay. Can I ask, sir, what is the model of the pump that you have?00:42CustomerI'll just look at the order. Momcozyair1ultraslim.com.00:52AgentOkay. The air 1. Got it. And then, sir, have you already checked all of the parts if it's properly installed? No visible damage?01:03CustomerNo. No visible damage. And we, uh, we cleaned it thoroughly, and then it didn't work after work even though.01:10AgentOkay. For this 1, sir, have you already, um, can I ask, sir, on where did you purchase, sir, the breast pump?01:20CustomerSorry. Can you say that again?01:22AgentUm, where did you purchase, sir, the pump?01:25CustomerIt's from the, uh, Amazon.01:28AgentOkay. Do you have your order number, sir, from Amazon?01:32CustomerYeah. So there's a lot of numbers. Are are you ready?01:47AgentYes, sir. I'm ready.01:49CustomerOkay. So 70152388783813068.02:09AgentOkay, sir. I will gonna repeat the order number so that I can also confirm whether if everything is correct. So it's 70152388783813068. Everything is correct, sir?02:27CustomerYes. It's correct.02:29AgentOkay. Just give me a minute, sir. I will gonna check this 1.02:35CustomerThank you.03:59AgentHello, sir?04:01CustomerYes?04:02AgentYes, sir. So after checking here on my end, sir, the item still under warranty. And I do also confirm, sir, that you do have the Air 1 breast pump. So for this 1, sir, for us to provide you the warranty and after sales resolution, I'll be needing your email, sir, so that I can send you an email for some of the information that I will be needing to process a replacement.04:27CustomerOkay. Perfect. So I'll I'll call it out?04:31AgentYes, sir.04:35CustomerGUILLAUMEUnderscore or, like is it underscore? That's in lecomte@atmail.com.05:09AgentI'm sorry, sir. I didn't quite catch it. So it's g u I l a?05:17Customer2 l's.05:20AgentOh, okay. So it's g u I l l a u m05:28Customere Yep. Underscore Uh-huh. L e e o m t e.05:48AgentD e, sir? D for dog, e for elephant?05:54CustomerNo. T like, uh, titan or and e like, um, Erin.06:01AgentOkay, sir. So it's g u I l l a u m e underscore, l for Lima, e for elephant, o for orange, m for Mary, t for Thomas, and then e for elephant.06:20CustomerYeah.06:22AgentOkay. Got it. So just give me a minute. Um, and then it's at Gmail dot com, sir?06:29CustomerUpMail dot com. Just to make sure, can you spell out spell out the the last family name? Because I I think you have the c for comment, but it's t like T. T v. Yeah.06:43AgentOkay. So it's l e o m d06:48CustomerOh, l.06:49AgentFor06:49CustomerIt's gonna be l e, c like commander.06:56AgentOh, l and then c?06:59CustomerL e c o m t e.07:10AgentOkay. At Outlook, sir?07:15CustomerAt Hotmail dot com.07:17AgentHotmail dot com. Okay, sir. So just give me a minute, sir. I'm just going to compose an email, sir.07:30CustomerK. Thank you.07:45AgentSo, sir, do you still have the box of the breast pump?07:50CustomerYeah. Okay.08:48AgentSo, sir, I already sent you an email. My name, sir, is John. Can you check, sir, whether you receive it?08:55CustomerPerfect. I'll look it up. Okay. Yes. I just received it from Jonah.09:05AgentOkay. Okay. Got it, sir. For this 1, sir for this 1, sir, kindly respond to my email along the information that I will be needing. First, sir, is the UDI or the unique device identifier.09:21AgentIt is located, sir, at the back uh, or at the bottom of the box, the product box. And then there is a QR code there, sir. If you're seeing a lot of QR code, kindly take a photo of those QR code. I will gonna scan it for you, sir, to get the UDI. But just in case you don't have the box anymore, sir, at the back of your pump motor, there is also a QR code there or underneath, um, your pump motor, sir.09:48AgentSo kindly scan that to get the serial number, sir. Okay? And then Right. I'll be needing a short video, sir, of the, uh, issue that you were encountering. As you've mentioned that there is no suction and then there's a leakage, you can put water into the pump motor as a substitute of the milk.10:08AgentAnd you can try to, um, switch all the levels from 1 to 9 just to check if there's any leakage. Okay, sir? Take a video, sir. Um, 3 to 15 second video would be fine, sir, like short video. And then provide to me your full shipping address, full name, shipping address, and contact number.10:27AgentOnce I view, sir, that you're having an issue with the pump, I will gonna initiate, sir, a replacement. K?10:35CustomerWell, I need to send pictures of of the the pumps having a leakage with the bubbles. Like, is it what you're asking?10:44AgentYes, sir. Kindly provide to me, sir, a video of the pump having an issue, sir. Like, as10:53CustomerCould you There I'm French, could you put these instructions in in text so I can follow them? Because I'm I'm I'm getting all that. In this email that you just sent me, could you put the instructions? On11:09Agenthow to create a video, sir?11:13CustomerSorry?11:15AgentOn how to create a video?11:21CustomerJust the instruction in a text format, like the the email you just sent me. Could you just put the information for the instructions you just gave me but in in text format from the email.11:35AgentUh, yes, sir. It's also on the text, sir. The photo of the serial number, uh, short video, and the full shipping information, sir.11:45CustomerOh, okay. Perfect. Then it's perfect. I'm gonna I'm gonna be able to send you an email back.11:51AgentOkay, sir. Got it. So nothing to worries. Once I process your replacement, you will gonna be also receiving an email from me confirmation of the replacement. And then you will gonna be also receiving, sir, a quick survey after I send you, sir, a replacement.12:09AgentI would really appreciate, sir, if you could also take a moment answering it, sir.12:14CustomerOkay. Perfect.12:16AgentOkay. Again, sir, thank you for having this phone call, and I really do apologize when that happened to your phone, sir. Hope you have a wonderful day. Bye.12:25CustomerThank you. You too. Bye bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"body": "Hello,\n\nThank you for bringing this matter to our attention. We sincerely apologize for any inconvenience this may have caused and appreciate your patience as we work towards a resolution.\n\nTo better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the product box. You can scan the QR code next to the production date and SN (Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n\nTo assist us in investigating the issue more thoroughly and enhancing our system, would you be so kind as to provide a photo or a short video of the error you encountered?\n\nTo initiate the replacement process, please furnish your shipping address in the following format:\n\nFull Name:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact Number:\n\nWe value your understanding and cooperation, and please be assured that we are committed to supporting you throughout this process.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience this may have caused and appreciate your patience as we work towards a resolution.<br> <br>To better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the product box. You can scan the QR code next to the production date and SN (Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.<br> <br>To assist us in investigating the issue more thoroughly and enhancing our system, would you be so kind as to provide a photo or a short video of the error you encountered?<br> <br>To initiate the replacement process, please furnish your shipping address in the following format:<br> <br>Full Name:<br>Street Address:<br>City:<br>State:<br>Country:<br>Zipcode:<br>Contact Number:<br> <br>We value your understanding and cooperation, and please be assured that we are committed to supporting you throughout this process.<br> <br>Best regards,<br>Momcozy Customer Support Team<br> <br></div>",
"plain_body": "Hello,\n \nThank you for bringing this matter to our attention. We sincerely apologize for any inconvenience this may have caused and appreciate your patience as we work towards a resolution.\n \nTo better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the product box. You can scan the QR code next to the production date and SN (Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n \nTo assist us in investigating the issue more thoroughly and enhancing our system, would you be so kind as to provide a photo or a short video of the error you encountered?\n \nTo initiate the replacement process, please furnish your shipping address in the following format:\n \nFull Name:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact Number:\n \nWe value your understanding and cooperation, and please be assured that we are committed to supporting you throughout this process.\n \nBest regards,\nMomcozy Customer Support Team\n ",
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