与来电者 +1 (970) 214-5884 的通话

{
  "ticket": {
    "ticket_id": "1255763",
    "subject": "Call with Caller +1 (970) 214-5884",
    "description": "Call from: +1 (970) 214-5884\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 5:00:31 PM UTC",
    "status": "closed",
    "priority": "normal",
    "product_model": "",
    "created_at": "2026-05-13T17:00:50Z",
    "updated_at": "2026-05-13T17:13:35Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "cx is worried abt disclosing her bank information to get the $10 refund provided by our specialized team",
    "agents_notes": "cx is worried abt disclosing her bank information to get the $10 refund provided by our specialized team",
    "category_field_id": "34154549939865",
    "category_name": "CPI::RD-Overheating",
    "category_value": "cpi__rd-overheating",
    "category_zh": "过热"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "web": 3,
      "voice": 2,
      "system": 1
    }
  },
  "messages": [
    {
      "conversation_id": "57890192406041",
      "type": "Comment",
      "created_at": "2026-05-13T17:13:35Z",
      "author_id": "34818877588633",
      "author_name": "CT-Gold",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "system",
      "public": true,
      "recording_type": "",
      "text": "This request was closed and merged into request #1240136 \"Hot monitor\"."
    },
    {
      "conversation_id": "57890222511385",
      "type": "Comment",
      "created_at": "2026-05-13T17:12:44Z",
      "author_id": "34818877588633",
      "author_name": "CT-Gold",
      "author_role": "agent",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Customer Communications: INBOUND\nIssue Details: cx is worried abt disclosing her bank information to get the $10 refund provided by our specialized team \nResolution Offered: educ cx to respond back on the email that was sent by b2b\nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A\nbecca.tabler@gmail.com"
    },
    {
      "conversation_id": "57890153869209",
      "type": "Comment",
      "created_at": "2026-05-13T17:07:43Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call summary: \n Customer contacted Momcozy regarding concerns about email communication requesting her bank information to process a $10 refund for a baby monitor purchased through Babylist. Customer expressed discomfort and refusal to provide bank details due to privacy and security concerns. Agent verified the customer’s email, confirmed the situation, and explained that the refund team requested bank information because the customer does not have a PayPal account. Agent clarified that the specialized refund team handles such cases exclusively and that the information is only used for refund purposes. Customer asked if alternative refund options such as a check or gift card are available; agent was unsure but recommended the customer inquire directly with the refund team via email. Agent suggested that creating a PayPal account is an option for receiving the refund but acknowledged the customer’s reluctance to do so. Current status: no direct resolution provided by the agent; customer advised to respond to the refund team’s email to discuss possible alternative refund methods. No explicit next steps beyond the customer contacting the refund team to negotiate an alternate refund method. \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": "57890145814041",
      "type": "Comment",
      "created_at": "2026-05-13T17:07:39Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call transcript: \n00:02AgentThank you for calling momcozy. This is Cole. How can I help you?00:06CustomerYeah. I have been going back and forth with someone on email with a baby monitor. And they're asking me for, like, my bank information and stuff, and that is not acceptable.00:27AgentI see. I'm so sorry to hear that, ma'am. Okay? So but Yeah.00:31CustomerThey're saying they wanna send me a $10 $10 for the00:35Agentinconvenience gift00:41Customercard or something.00:44AgentI see. Could you please provide to me, ma'am, your email address? I'll just gonna go ahead and double check, ma'am, the information. Thank you, ma'am.00:57CustomerThe I'm sorry. Their email address?01:01AgentNo, ma'am. Your email address. The 1 that you used, ma'am, in sending the message. Yes, ma'am. It's Becca, b b a, the I'm sorry, ma'am.01:15AgentYour line hello? I'm sorry, ma'am. A little bit better. But your line, ma'am, is cutting in and out.01:21CustomerCan you hear me?01:23AgentYes, ma'am. That's better. So could you please repeat, ma'am, the email address?01:29CustomerIt's becca,becca,.Tabler,ta,basinboy,l,easinelephant,r@Gmail.com.01:43AgentOkay. Thank you, ma'am. Let me just make sure if I got it correctly. I'll gonna spell it, ma'am, phonetically. Okay?01:49AgentThat would be b for boy, e for echo, c, c for Charlie, a for alpha, dot, c for Charlie, a for alpha, b for boy, l for Lima?02:02CustomerNo. It's becca dot, you got that, and then t as in table.02:09AgentUh-huh. And then a,02:13Customerb as in boy, l, e as in elephant, r.02:20AgentOkay. So becca dot tabler, ma'am, @gmail.com? Yes. Okay. Let me just go ahead, ma'am, and try to pull up some information.02:31AgentJust kindly stay on the line, ma'am. Thank you.02:34CustomerMhmm.02:55AgentAlrighty. Thank you, ma'am, for patiently holding. So I believe, ma'am, this is for your baby monitor, ma'am, that you purchased through Babylist. Correct, ma'am? Yes.03:07AgentYeah. Actually, ma'am, the the 1 who's already communicating to you, ma'am, via email is already 1 of our specialized team, ma'am. So I believe, ma'am, based on your conversation with them, the reason why they are asking for your bank information is because you don't have, ma'am, a PayPal. So wherein the only options, ma'am, that we can use to refund you, ma'am, a $10 for the $10, ma'am.03:42CustomerSo you can't send a check or give me a gift card? That doesn't make sense.03:48AgentActually, ma'am, for this 1, I am not really sure if our specialized team, ma'am, can provide, like, a gift card or if there's other way to help you, ma'am, with the $10 without providing, ma'am, your card information. Because I understand, ma'am, your worries about disclosing, ma'am, your information. But for this 1, ma'am, I just want to give you an assurance that it is actually it's just gonna be used, ma'am, for refund purposes, ma'am. So but for this 1, ma'am, I highly suggest that you respond back, ma'am, to the email that was sent to you by our specialized team because they are the only ones, ma'am, who can definitely provide, ma'am, a resolution for the issue that you're having, ma'am, with a refund.04:45CustomerThat doesn't make any sense, but I can't just why you would need my bank information. That is not acceptable. Okay. So, basically, can't do anything for me?04:59AgentAs much as I would love to, ma'am. However, this is only gonna be handled, ma'am, by our specialized team, and we really cannot provide, ma'am, any resolution for the baby monitor, ma'am. So but if you want, ma'am, you can actually create a PayPal because based in here, ma'am, ma'am I shouldn't have to create a PayPal. They can also refund you back, ma'am, to the PayPal.05:27CustomerI understand that. I don't have a PayPal, but I shouldn't have to I shouldn't have to create a PayPal just to get this. This is ridiculous.05:38AgentI see. So if that would be the case, ma'am, I highly suggest that you respond back, ma'am, on the email, and then you can actually tell them, ma'am or ask, ma'am, if there's a way for them to give you, ma'am, the $10 via through a form through a gift card, ma'am.06:00CustomerAlright. Thanks.06:02AgentSo maybe that's actually maybe that's possible, but I'm not really sure, ma'am. Okay? So you may actually ask them, ma'am, because they are the only ones, ma'am, who can help you for this order, ma'am.\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": "57890153030681",
      "type": "VoiceComment",
      "created_at": "2026-05-13T17:07:21Z",
      "author_id": "34818877588633",
      "author_name": "CT-Gold",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "voice",
      "public": true,
      "recording_type": "call",
      "text": "Inbound call from +1 (970) 214-5884\nCall Details:\n\nCall from: +1 (970) 214-5884\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 17:00:31 UTC\nLocation: Ft collins, Colorado, United States\nAnswered by: CT-Gold\nLength of phone call: 6 minutes, 49 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA403ac9457d00d43f3ffff7b4d4432266/twilio/call/recording"
    },
    {
      "conversation_id": "57890006946201",
      "type": "Comment",
      "created_at": "2026-05-13T17:00:50Z",
      "author_id": "57889999452569",
      "author_name": "Caller +1 (970) 214-5884",
      "author_role": "end-user",
      "sender_type": "internal",
      "channel": "voice",
      "public": false,
      "recording_type": "",
      "text": "Call from: +1 (970) 214-5884\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 5:00:31 PM UTC"
    }
  ]
}

{
  "translated_subject": "与来电者 +1 (970) 214-5884 的通话",
  "translated_description": "来电号码：+1 (970) 214-5884\n拨打号码：+1 (619) 848-0676\n通话时间：2026年5月13日下午5:00:31 UTC",
  "translated_agents_notes": "客户担心泄露银行信息以获取专业团队提供的 10 美元退款",
  "translated_category_label": "CPI::RD-过热",
  "translated_messages": [
    {
      "conversation_id": "57890192406041",
      "created_at": "2026-05-13T17:13:35Z",
      "sender_type": "agent",
      "author_name": "CT-Gold",
      "channel": "system",
      "translated_text": "此请求已关闭并合并至请求 #1240136 \"监控器发热\"。"
    },
    {
      "conversation_id": "57890222511385",
      "created_at": "2026-05-13T17:12:44Z",
      "sender_type": "internal",
      "author_name": "CT-Gold",
      "channel": "web",
      "translated_text": "客户沟通：呼入\n问题详情：客户担心泄露银行信息以获取专业团队提供的 10 美元退款\n提供的解决方案：引导客户回复 B2B 发送的电子邮件\n客户响应：客户已理解\n后续行动：无\n升级详情：无\nbecca.tabler@gmail.com"
    },
    {
      "conversation_id": "57890153869209",
      "created_at": "2026-05-13T17:07:43Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话摘要：\n 客户就邮件沟通中要求其提供银行信息以处理通过 Babylist 购买的婴儿监控器的 10 美元退款事宜联系了 Momcozy。客户表示出于隐私和安全考虑，对提供银行详情感到不适并拒绝提供。客服核实了客户邮箱，确认了情况，并解释说退款团队要求提供银行信息是因为客户没有 PayPal 账户。客服澄清该专门退款团队专门处理此类案例，且信息仅用于退款目的。客户询问是否有其他退款选项，如支票或礼品卡；客服表示不确定，但建议客户直接通过电子邮件咨询退款团队。客服建议创建一个 PayPal 账户作为接收退款的选项，但承认客户不愿这样做。当前状态：客服未提供直接解决方案；建议客户回复退款团队的邮件以讨论可能的替代退款方式。除了客户联系退款团队协商替代退款方式外，没有明确的后续步骤。\n 如果您从此评论中删减任何数据，还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据。"
    },
    {
      "conversation_id": "57890145814041",
      "created_at": "2026-05-13T17:07:39Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话转录：\n00:02 客服：感谢致电 Momcozy。我是 Cole。有什么可以帮您的？\n00:06 客户：是的。我一直为了婴儿监控器的事和某人邮件往来。他们向我要银行信息之类的，这不可接受。\n00:27 客服：明白了。夫人，听到这个我很抱歉。好的，但是，是的。\n00:31 客户：他们说想因为不便给我发 10 美元...\n00:35 客服：补偿礼品...\n00:41 客户：卡之类的。\n00:44 客服：明白了。夫人，能提供一下您的邮箱地址吗？我先去核实一下信息。谢谢您。\n00:57 客户：他们的邮箱地址？\n01:01 客服：不，夫人。您的邮箱地址。就是您发消息用的那个，夫人。是的。是 Becca，b b a，抱歉夫人。\n01:15 客服：您的线路... 喂？抱歉夫人。好一点了。但您的线路断断续续的。\n01:21 客户：能听到我说话吗？\n01:23 客服：是的，夫人。现在好多了。能请您重复一下邮箱地址吗？\n01:29 客户：是 becca,becca,.Tabler,ta,b 像 boy,l,e 像 elephant,r@Gmail.com。\n01:43 客服：好的。谢谢。让我确认一下是否正确。我用拼读法拼一下，好吗？\n01:49 客服：是 b 代表 boy, e 代表 echo, c, c 代表 Charlie, a 代表 alpha, 点, c 代表 Charlie, a 代表 alpha, b 代表 boy, l 代表 Lima？\n02:02 客户：不。是 becca 点，那部分对，然后是 t 代表 table。\n02:09 客服：嗯哼。然后是 a,\n02:13 客户：b 代表 boy, l, e 代表 elephant, r。\n02:20 客服：好的。是 becca.tabler，夫人，@gmail.com？是的。好的。请让我尝试调取一些信息。\n02:31 客服：请稍等，不要挂断。谢谢。\n02:34 客户：嗯哼。\n02:55 客服：好的。谢谢您的耐心等待。我相信这是关于您通过 Babylist 购买的婴儿监控器，对吗？是的。\n03:07 客服：实际上，正在通过邮件与您沟通的已经是我们的专门团队了。我相信根据您和他们的谈话，他们之所以索要银行信息是因为您没有 PayPal。而那是我们能退还您 10 美元的唯一选项。\n03:42 客户：那你们不能寄支票或者给我礼品卡吗？这不合理。\n03:48 客服：实际上，对于这一点，我不确定专门团队是否能提供礼品卡，或者是否有其他办法在不提供卡片信息的情况下帮您处理这 10 美元。因为我理解您对泄露信息的担心。但我向您保证，这真的只是用于退款目的。对于这个，我强烈建议您回复专门团队发给您的邮件，因为他们是唯一能解决退款问题的部门。\n04:45 客户：这完全不合理，我还是不明白为什么需要我的银行信息。这是不可接受的。好吧。所以，基本上你帮不了我什么？\n04:59 客服：我很想帮忙。但是这只能由专门团队处理，我们真的无法提供关于婴儿监控器的任何解决方案。但如果您愿意，您可以创建一个 PayPal，根据记录显示，他们也可以退款到 PayPal。\n05:27 客户：我明白。我没有 PayPal，但我没必要为了拿回这个特意去开个 PayPal。这太荒谬了。\n05:38 客服：明白了。如果是这样，我建议您回复邮件，询问他们是否有办法通过礼品卡的形式给您这 10 美元。\n06:00 客户：好吧。谢谢。\n06:02 客服：也许那是可行的，但我不确定。您可以去问问他们，因为他们是处理此订单的唯一团队。\n 如果您从此评论中删减任何数据，还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据。"
    },
    {
      "conversation_id": "57890153030681",
      "created_at": "2026-05-13T17:07:21Z",
      "sender_type": "agent",
      "author_name": "CT-Gold",
      "channel": "voice",
      "translated_text": "来自 +1 (970) 214-5884 的呼入电话\n通话详情：\n\n来电号码：+1 (970) 214-5884\n拨打号码：+1 (619) 848-0676\n通话时间：2026-05-13 17:00:31 UTC\n位置：美国科罗拉多州柯林斯堡 (Ft collins)\n接听人：CT-Gold\n通话时长：6 分 49 秒\n收听录音：https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA403ac9457d00d43f3ffff7b4d4432266/twilio/call/recording"
    },
    {
      "conversation_id": "57890006946201",
      "created_at": "2026-05-13T17:00:50Z",
      "sender_type": "internal",
      "author_name": "Caller +1 (970) 214-5884",
      "channel": "voice",
      "translated_text": "来电号码：+1 (970) 214-5884\n\n拨打号码：+1 (619) 848-0676\n\n通话时间：2026年5月13日下午5:00:31 UTC"
    }
  ],
  "chinese_reading_text": "【标题】：与来电者 +1 (970) 214-5884 的通话\n【既有分类】：CPI::RD-过热\n【渠道】：Agent\n【客服备注】：客户担心泄露银行信息以获取专业团队提供的 10 美元退款\n【描述】：来电号码：+1 (970) 214-5884\n拨打号码：+1 (619) 848-0676\n通话时间：2026年5月13日下午5:00:31 UTC\n【会话详情】：\n1. [2026-05-13 17:00:50] 呼叫信息：来自 +1 (970) 214-5884 拨打至 +1 (619) 848-0676。\n2. [2026-05-13 17:07:21] 客服 CT-Gold 接听了来自科罗拉多州柯林斯堡的 6分49秒 通话。\n3. [2026-05-13 17:07:39] 通话转录：客户对退款团队索要银行信息表示强烈不满和安全担忧，认为不可接受。客户拒绝提供银行信息且不愿创建 PayPal，客服建议其回复邮件咨询是否可以发放礼品卡。\n4. [2026-05-13 17:07:43] 通话摘要：由于客户无 PayPal 账户，退款团队索要银行信息导致客户疑虑；客服建议客户与退款团队协商其他（如礼品卡）退款方式。\n5. [2026-05-13 17:12:44] 内部备注：客户已理解需回复邮件与 B2B 沟通。\n6. [2026-05-13 17:13:35] 系统通知：工单已关闭并合并至监控器过热相关的请求 #1240136。",
  "translation_notes": [
    "保留了所有特定的拼读转录内容以确保完整性",
    "将原文中的 'specialized team' 翻译为 '专门团队' 或 '专业团队'",
    "确认原文 category_zh 为 '过热' 并予以保留"
  ]
}

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  "created": "2026-05-13T17:00:50Z",
  "subject": "Call with Caller +1 (970) 214-5884",
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    "subject": "Call with Caller +1 (970) 2...",
    "description": "Call from: +1 (970) 214-5884\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 5:00:31 PM UTC",
    "is_group_public": true,
    "status": "closed",
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    "last_comment": {
      "id": 57890192406041,
      "body": "This request was closed and merged into request #1240136 \"Hot monitor\".",
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{
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    {
      "id": 57890192406041,
      "type": "Comment",
      "author_id": 34818877588633,
      "body": "This request was closed and merged into request #1240136 \"Hot monitor\".",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">This request was closed and merged into request <a href=\"/agent/tickets/1240136\" target=\"_blank\" rel=\"ticket\">#1240136</a> \"Hot monitor\".</p></div>",
      "plain_body": "This request was closed and merged into request #1240136 \"Hot monitor\".",
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      "created_at": "2026-05-13T17:13:35Z",
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    {
      "id": 57890222511385,
      "type": "Comment",
      "author_id": 34818877588633,
      "body": "Customer Communications: INBOUND\nIssue Details: cx is worried abt disclosing her bank information to get the $10 refund provided by our specialized team\nResolution Offered: educ cx to respond back on the email that was sent by b2b\nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A\nbecca.tabler@gmail.com",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer&nbsp;Communications: INBOUND<br>Issue&nbsp;Details: cx is worried abt disclosing her bank information to get the $10 refund provided by our specialized team&nbsp;<br>Resolution&nbsp;Offered:&nbsp;educ cx to respond back on the email that was sent by b2b<br>Customer&nbsp;Responses:&nbsp;cx understood<br>Follow-up&nbsp;Actions:&nbsp;N/A<br>Escalation&nbsp;Details:&nbsp;N/A<br><a href=\"mailto:becca.tabler@gmail.com\" rel=\"noreferrer\">becca.tabler@gmail.com</a><br></div>",
      "plain_body": "Customer&nbsp;Communications: INBOUND\nIssue&nbsp;Details: cx is worried abt disclosing her bank information to get the $10 refund provided by our specialized team&nbsp;\nResolution&nbsp;Offered:&nbsp;educ cx to respond back on the email that was sent by b2b\nCustomer&nbsp;Responses:&nbsp;cx understood\nFollow-up&nbsp;Actions:&nbsp;N/A\nEscalation&nbsp;Details:&nbsp;N/A\nbecca.tabler@gmail.com",
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      "created_at": "2026-05-13T17:12:44Z",
      "metadata": {
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    {
      "id": 57890153869209,
      "type": "Comment",
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      "body": "#### **Call summary:**\n\n\n- Customer contacted Momcozy regarding concerns about email communication requesting her bank information to process a $10 refund for a baby monitor purchased through Babylist.\n- Customer expressed discomfort and refusal to provide bank details due to privacy and security concerns.\n- Agent verified the customer’s email, confirmed the situation, and explained that the refund team requested bank information because the customer does not have a PayPal account.\n- Agent clarified that the specialized refund team handles such cases exclusively and that the information is only used for refund purposes.\n- Customer asked if alternative refund options such as a check or gift card are available; agent was unsure but recommended the customer inquire directly with the refund team via email.\n- Agent suggested that creating a PayPal account is an option for receiving the refund but acknowledged the customer’s reluctance to do so.\n- Current status: no direct resolution provided by the agent; customer advised to respond to the refund team’s email to discuss possible alternative refund methods.\n- No explicit next steps beyond the customer contacting the refund team to negotiate an alternate refund method.\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 concerns about email communication requesting her bank information to process a $10 refund for a baby monitor purchased through Babylist.</li><li>Customer expressed discomfort and refusal to provide bank details due to privacy and security concerns.</li><li>Agent verified the customer’s email, confirmed the situation, and explained that the refund team requested bank information because the customer does not have a PayPal account.</li><li>Agent clarified that the specialized refund team handles such cases exclusively and that the information is only used for refund purposes.</li><li>Customer asked if alternative refund options such as a check or gift card are available; agent was unsure but recommended the customer inquire directly with the refund team via email.</li><li>Agent suggested that creating a PayPal account is an option for receiving the refund but acknowledged the customer’s reluctance to do so.</li><li>Current status: no direct resolution provided by the agent; customer advised to respond to the refund team’s email to discuss possible alternative refund methods.</li><li>No explicit next steps beyond the customer contacting the refund team to negotiate an alternate refund method.</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 contacted Momcozy regarding concerns about email communication requesting her bank information to process a $10 refund for a baby monitor purchased through Babylist.  Customer expressed discomfort and refusal to provide bank details due to privacy and security concerns.  Agent verified the customer’s email, confirmed the situation, and explained that the refund team requested bank information because the customer does not have a PayPal account.  Agent clarified that the specialized refund team handles such cases exclusively and that the information is only used for refund purposes.  Customer asked if alternative refund options such as a check or gift card are available; agent was unsure but recommended the customer inquire directly with the refund team via email.  Agent suggested that creating a PayPal account is an option for receiving the refund but acknowledged the customer’s reluctance to do so.  Current status: no direct resolution provided by the agent; customer advised to respond to the refund team’s email to discuss possible alternative refund methods.  No explicit next steps beyond the customer contacting the refund team to negotiate an alternate refund method.  \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",
      "public": false,
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      "created_at": "2026-05-13T17:07:43Z",
      "metadata": {
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    {
      "id": 57890145814041,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call transcript:**\n\n\n**00:02** **Agent** Thank you for calling momcozy. This is Cole. How can I help you?\n**00:06** **Customer** Yeah. I have been going back and forth with someone on email with a baby monitor. And they're asking me for, like, my bank information and stuff, and that is not acceptable.\n**00:27** **Agent** I see. I'm so sorry to hear that, ma'am. Okay? So but Yeah.\n**00:31** **Customer** They're saying they wanna send me a $10 $10 for the\n**00:35** **Agent** inconvenience gift\n**00:41** **Customer** card or something.\n**00:44** **Agent** I see. Could you please provide to me, ma'am, your email address? I'll just gonna go ahead and double check, ma'am, the information. Thank you, ma'am.\n**00:57** **Customer** The I'm sorry. Their email address?\n**01:01** **Agent** No, ma'am. Your email address. The 1 that you used, ma'am, in sending the message. Yes, ma'am. It's Becca, b b a, the I'm sorry, ma'am.\n**01:15** **Agent** Your line hello? I'm sorry, ma'am. A little bit better. But your line, ma'am, is cutting in and out.\n**01:21** **Customer** Can you hear me?\n**01:23** **Agent** Yes, ma'am. That's better. So could you please repeat, ma'am, the email address?\n**01:29** **Customer** It's becca,becca,.Tabler,ta,basinboy,l,easinelephant,r@Gmail.com.\n**01:43** **Agent** Okay. Thank you, ma'am. Let me just make sure if I got it correctly. I'll gonna spell it, ma'am, phonetically. Okay?\n**01:49** **Agent** That would be b for boy, e for echo, c, c for Charlie, a for alpha, dot, c for Charlie, a for alpha, b for boy, l for Lima?\n**02:02** **Customer** No. It's becca dot, you got that, and then t as in table.\n**02:09** **Agent** Uh-huh. And then a,\n**02:13** **Customer** b as in boy, l, e as in elephant, r.\n**02:20** **Agent** Okay. So becca dot tabler, ma'am, @gmail.com? Yes. Okay. Let me just go ahead, ma'am, and try to pull up some information.\n**02:31** **Agent** Just kindly stay on the line, ma'am. Thank you.\n**02:34** **Customer** Mhmm.\n**02:55** **Agent** Alrighty. Thank you, ma'am, for patiently holding. So I believe, ma'am, this is for your baby monitor, ma'am, that you purchased through Babylist. Correct, ma'am? Yes.\n**03:07** **Agent** Yeah. Actually, ma'am, the the 1 who's already communicating to you, ma'am, via email is already 1 of our specialized team, ma'am. So I believe, ma'am, based on your conversation with them, the reason why they are asking for your bank information is because you don't have, ma'am, a PayPal. So wherein the only options, ma'am, that we can use to refund you, ma'am, a $10 for the $10, ma'am.\n**03:42** **Customer** So you can't send a check or give me a gift card? That doesn't make sense.\n**03:48** **Agent** Actually, ma'am, for this 1, I am not really sure if our specialized team, ma'am, can provide, like, a gift card or if there's other way to help you, ma'am, with the $10 without providing, ma'am, your card information. Because I understand, ma'am, your worries about disclosing, ma'am, your information. But for this 1, ma'am, I just want to give you an assurance that it is actually it's just gonna be used, ma'am, for refund purposes, ma'am. So but for this 1, ma'am, I highly suggest that you respond back, ma'am, to the email that was sent to you by our specialized team because they are the only ones, ma'am, who can definitely provide, ma'am, a resolution for the issue that you're having, ma'am, with a refund.\n**04:45** **Customer** That doesn't make any sense, but I can't just why you would need my bank information. That is not acceptable. Okay. So, basically, can't do anything for me?\n**04:59** **Agent** As much as I would love to, ma'am. However, this is only gonna be handled, ma'am, by our specialized team, and we really cannot provide, ma'am, any resolution for the baby monitor, ma'am. So but if you want, ma'am, you can actually create a PayPal because based in here, ma'am, ma'am I shouldn't have to create a PayPal. They can also refund you back, ma'am, to the PayPal.\n**05:27** **Customer** I understand that. I don't have a PayPal, but I shouldn't have to I shouldn't have to create a PayPal just to get this. This is ridiculous.\n**05:38** **Agent** I see. So if that would be the case, ma'am, I highly suggest that you respond back, ma'am, on the email, and then you can actually tell them, ma'am or ask, ma'am, if there's a way for them to give you, ma'am, the $10 via through a form through a gift card, ma'am.\n**06:00** **Customer** Alright. Thanks.\n**06:02** **Agent** So maybe that's actually maybe that's possible, but I'm not really sure, ma'am. Okay? So you may actually ask them, ma'am, because they are the only ones, ma'am, who can help you for this order, ma'am.\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;\">Thank you for calling momcozy. This is Cole. 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;\">Yeah. I have been going back and forth with someone on email with a baby monitor. And they're asking me for, like, my bank information and stuff, and that is not acceptable.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. I'm so sorry to hear that, ma'am. Okay? So but Yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">They're saying they wanna send me a $10 $10 for the</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;\">inconvenience gift</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;\">card or something.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. Could you please provide to me, ma'am, your email address? I'll just gonna go ahead and double check, ma'am, the information. Thank you, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:57</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">The I'm sorry. Their email address?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No, ma'am. Your email address. The 1 that you used, ma'am, in sending the message. Yes, ma'am. It's Becca, b b a, the I'm sorry, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Your line hello? I'm sorry, ma'am. A little bit better. But your line, ma'am, is cutting in and out.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Can you hear me?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. That's better. So could you please repeat, ma'am, the email address?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's becca,becca,.Tabler,ta,basinboy,l,easinelephant,r@Gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:43</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. Thank you, ma'am. Let me just make sure if I got it correctly. I'll gonna spell it, ma'am, phonetically. Okay?</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That would be b for boy, e for echo, c, c for Charlie, a for alpha, dot, c for Charlie, a for alpha, b for boy, l for Lima?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. It's becca dot, you got that, and then t as in table.</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;\">Uh-huh. And then a,</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;\">b as in boy, l, e as in elephant, r.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So becca dot tabler, ma'am, @gmail.com? Yes. Okay. Let me just go ahead, ma'am, and try to pull up some information.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just kindly stay on the line, ma'am. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</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;\">Alrighty. Thank you, ma'am, for patiently holding. So I believe, ma'am, this is for your baby monitor, ma'am, that you purchased through Babylist. Correct, ma'am? Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Actually, ma'am, the the 1 who's already communicating to you, ma'am, via email is already 1 of our specialized team, ma'am. So I believe, ma'am, based on your conversation with them, the reason why they are asking for your bank information is because you don't have, ma'am, a PayPal. So wherein the only options, ma'am, that we can use to refund you, ma'am, a $10 for the $10, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So you can't send a check or give me a gift card? That doesn't make sense.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Actually, ma'am, for this 1, I am not really sure if our specialized team, ma'am, can provide, like, a gift card or if there's other way to help you, ma'am, with the $10 without providing, ma'am, your card information. Because I understand, ma'am, your worries about disclosing, ma'am, your information. But for this 1, ma'am, I just want to give you an assurance that it is actually it's just gonna be used, ma'am, for refund purposes, ma'am. So but for this 1, ma'am, I highly suggest that you respond back, ma'am, to the email that was sent to you by our specialized team because they are the only ones, ma'am, who can definitely provide, ma'am, a resolution for the issue that you're having, ma'am, with a refund.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That doesn't make any sense, but I can't just why you would need my bank information. That is not acceptable. Okay. So, basically, can't do anything for me?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">As much as I would love to, ma'am. However, this is only gonna be handled, ma'am, by our specialized team, and we really cannot provide, ma'am, any resolution for the baby monitor, ma'am. So but if you want, ma'am, you can actually create a PayPal because based in here, ma'am, ma'am I shouldn't have to create a PayPal. They can also refund you back, ma'am, to the PayPal.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I understand that. I don't have a PayPal, but I shouldn't have to I shouldn't have to create a PayPal just to get this. This is ridiculous.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:38</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. So if that would be the case, ma'am, I highly suggest that you respond back, ma'am, on the email, and then you can actually tell them, ma'am or ask, ma'am, if there's a way for them to give you, ma'am, the $10 via through a form through a gift card, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Thanks.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So maybe that's actually maybe that's possible, but I'm not really sure, ma'am. Okay? So you may actually ask them, ma'am, because they are the only ones, ma'am, who can help you for this order, ma'am.</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: \n00:02AgentThank you for calling momcozy. This is Cole. How can I help you?00:06CustomerYeah. I have been going back and forth with someone on email with a baby monitor. And they're asking me for, like, my bank information and stuff, and that is not acceptable.00:27AgentI see. I'm so sorry to hear that, ma'am. Okay? So but Yeah.00:31CustomerThey're saying they wanna send me a $10 $10 for the00:35Agentinconvenience gift00:41Customercard or something.00:44AgentI see. Could you please provide to me, ma'am, your email address? I'll just gonna go ahead and double check, ma'am, the information. Thank you, ma'am.00:57CustomerThe I'm sorry. Their email address?01:01AgentNo, ma'am. Your email address. The 1 that you used, ma'am, in sending the message. Yes, ma'am. It's Becca, b b a, the I'm sorry, ma'am.01:15AgentYour line hello? I'm sorry, ma'am. A little bit better. But your line, ma'am, is cutting in and out.01:21CustomerCan you hear me?01:23AgentYes, ma'am. That's better. So could you please repeat, ma'am, the email address?01:29CustomerIt's becca,becca,.Tabler,ta,basinboy,l,easinelephant,r@Gmail.com.01:43AgentOkay. Thank you, ma'am. Let me just make sure if I got it correctly. I'll gonna spell it, ma'am, phonetically. Okay?01:49AgentThat would be b for boy, e for echo, c, c for Charlie, a for alpha, dot, c for Charlie, a for alpha, b for boy, l for Lima?02:02CustomerNo. It's becca dot, you got that, and then t as in table.02:09AgentUh-huh. And then a,02:13Customerb as in boy, l, e as in elephant, r.02:20AgentOkay. So becca dot tabler, ma'am, @gmail.com? Yes. Okay. Let me just go ahead, ma'am, and try to pull up some information.02:31AgentJust kindly stay on the line, ma'am. Thank you.02:34CustomerMhmm.02:55AgentAlrighty. Thank you, ma'am, for patiently holding. So I believe, ma'am, this is for your baby monitor, ma'am, that you purchased through Babylist. Correct, ma'am? Yes.03:07AgentYeah. Actually, ma'am, the the 1 who's already communicating to you, ma'am, via email is already 1 of our specialized team, ma'am. So I believe, ma'am, based on your conversation with them, the reason why they are asking for your bank information is because you don't have, ma'am, a PayPal. So wherein the only options, ma'am, that we can use to refund you, ma'am, a $10 for the $10, ma'am.03:42CustomerSo you can't send a check or give me a gift card? That doesn't make sense.03:48AgentActually, ma'am, for this 1, I am not really sure if our specialized team, ma'am, can provide, like, a gift card or if there's other way to help you, ma'am, with the $10 without providing, ma'am, your card information. Because I understand, ma'am, your worries about disclosing, ma'am, your information. But for this 1, ma'am, I just want to give you an assurance that it is actually it's just gonna be used, ma'am, for refund purposes, ma'am. So but for this 1, ma'am, I highly suggest that you respond back, ma'am, to the email that was sent to you by our specialized team because they are the only ones, ma'am, who can definitely provide, ma'am, a resolution for the issue that you're having, ma'am, with a refund.04:45CustomerThat doesn't make any sense, but I can't just why you would need my bank information. That is not acceptable. Okay. So, basically, can't do anything for me?04:59AgentAs much as I would love to, ma'am. However, this is only gonna be handled, ma'am, by our specialized team, and we really cannot provide, ma'am, any resolution for the baby monitor, ma'am. So but if you want, ma'am, you can actually create a PayPal because based in here, ma'am, ma'am I shouldn't have to create a PayPal. They can also refund you back, ma'am, to the PayPal.05:27CustomerI understand that. I don't have a PayPal, but I shouldn't have to I shouldn't have to create a PayPal just to get this. This is ridiculous.05:38AgentI see. So if that would be the case, ma'am, I highly suggest that you respond back, ma'am, on the email, and then you can actually tell them, ma'am or ask, ma'am, if there's a way for them to give you, ma'am, the $10 via through a form through a gift card, ma'am.06:00CustomerAlright. Thanks.06:02AgentSo maybe that's actually maybe that's possible, but I'm not really sure, ma'am. Okay? So you may actually ask them, ma'am, because they are the only ones, ma'am, who can help you for this order, ma'am.\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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