提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1255885",
"subject": "Call with Caller +1 (781) 715-5835",
"description": "Call from: +1 (781) 715-5835\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 5:43:35 PM UTC",
"status": "solved",
"priority": "normal",
"product_model": "",
"created_at": "2026-05-13T17:43:51Z",
"updated_at": "2026-05-13T20:42:08Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Cx received an email about a payment issue on one of their recent orders. | VOC was partnered with TL Daven",
"agents_notes": "Cx received an email about a payment issue on one of their recent orders. | VOC was partnered with TL Daven",
"category_field_id": "34154549939865",
"category_name": "Pre-sales::CI-Order Payment",
"category_value": "pre-sales__ci-order_payment",
"category_zh": "订单支付咨询"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 4,
"voice": 2
}
},
"messages": [
{
"conversation_id": "57892403954457",
"type": "Comment",
"created_at": "2026-05-13T20:42:08Z",
"author_id": "42730858332313",
"author_name": "CT-Cathy",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello, \n \nI hope you're doing fine. \n \nWe are pleased to inform you that your order has been successfully processed and will be shipped from our local warehouse. The processing time is anticipated to be between 1 to 2 days, followed by a shipping duration of approximately 3 to 7 business days.\n \nWishing you all the best and a pleasant day ahead.\n \nBest regards,\n\nMomcozy Customer Support Team"
},
{
"conversation_id": "57890713975705",
"type": "Comment",
"created_at": "2026-05-13T17:57:16Z",
"author_id": "42730858332313",
"author_name": "CT-Cathy",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: Inbound\nIssue Details: Cx received an email about a payment issue on one of their recent orders.\nResolution Offered: Educ cx | callback or email back | Will do further investigation\nCustomer Responses: Agree\nFollow-up Actions: None\nEscalated: N/A"
},
{
"conversation_id": "57890703897241",
"type": "Comment",
"created_at": "2026-05-13T17:55:13Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer called Momcozy regarding an email they received about a payment issue on one of their recent orders. The customer placed the last order on April 26 with order number JJ16304286. Customer was unsure if the email about the payment issue was legitimate or potentially fraudulent. Momcozy agent Patty attempted to verify the order and payment details but was unable to find conclusive information at the time of the call. Possible issues mentioned include problems at the warehouse affecting order status. Agent assured the customer that an update would be sent via the email address associated with the order (sullivanpatrickr@gmail.com). Customer inquired about the shipping status; agent could not confirm and advised waiting for further communication. Momcozy committed to contacting the customer within 24 business hours with an update. The call ended with confirmation of the next step being proactive outreach by the company via email. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57890697535257",
"type": "Comment",
"created_at": "2026-05-13T17:55:10Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:01AgentHi. Thank you for calling momcozy. This is Patty. How can I help you?00:07CustomerHi. I'm calling I received an email that there was an issue on a payment for an order of mine. I'm just trying to figure out I ordered a few different things with you, trying to figure out what the order is that has the issue and and how to resolve.00:25AgentI see. So thank you so much, sir, for letting me know your concern. And, Jeff, I'll be more than happy to check what happened on your order. Okay? And then the details as well.00:35AgentSo, sir, may I ask, when did you purchase the product, sir?00:43CustomerSo I think the last order would have been on April 26.00:48AgentMhmm. And do you happen to have the order number so that I can check it through on our end?00:55CustomerJJ1630428.01:05AgentJust to confirm, sir, that is JJ1630428. Is that correct?01:13CustomerSorry. Let me just pull back up. Yeah. So can you repeat that?01:19AgentSure, sir. That is JJ16304286.01:29CustomerYes. That's right.01:31AgentOkay. So please bear with me, sir, and just give me a moment. Okay? Hold on. Sir, please bear with me.01:58AgentOkay? I'm still checking for your ordered details. Hold on.02:01CustomerYep. Thank you.03:50AgentSir, we are still checking on it. Okay? Hold on, sir.03:53CustomerThank you.06:10AgentHello, sir? Yep. Sir, may you please verify what is the email address that is associated on your order, please?06:20CustomerIt is sullivanpatrickr@gmail.com.06:25AgentOkay. Got it, sir. So please, sir, I am going to check as well the email that you received. Okay? Please bear with me, sir.06:34AgentYep. Also confirm, sir, that you received it on your email, right, that there would be an issues on your payment. Is that correct?06:44CustomerCorrect.06:45AgentK.06:46CustomerNot not sure if it was, like, a fraudulent email or what.06:51AgentMhmm. And would you mind me asking, sir, what where when did you receive, sir, the email? Is it just today only?07:02CustomerI believe so. Let me check it. Yes. Yeah. It was it was it was overnight.07:20CustomerIt was it was, like, last night.07:28AgentPlease bear with me, sir. Okay? Still checking, sir, on what happened on your order. Hold on. Alright.08:55AgentSo hi, sir. Thank you so much for patiently holding. So, sir, here's the thing. Since I tried to dig deeper into our sources, but we may not be able to check any details here as of this moment of your order. So, say, we are going to reach you back via your email, okay, regarding on what happened on your order details.09:18AgentAlright, sir? Rest assured that we are going to communicate via email, or we are going to call you back with an update, sir. Will that be what for you?09:28CustomerYeah. So is the order like, has it been shipped, or what's what's actually happening here?09:35AgentActually, sir, as of this moment, maybe there would be an issues with the warehouse as well. So that is 1 thing, sir. That is why we are still confirming and checking for an update or any details. So for the meantime, sir, all you need to do is just to wait on our email. We are going to update via the email address that is associated on your order.09:56AgentOkay?09:57CustomerOkay.09:59AgentAlright. And, sir, is there anything else?10:04CustomerNope. When should I expect an outreach?10:07AgentThat's a good thing. That we are going to reach you back between this day or between 24 business hours, sir.10:13CustomerOkay. Alright. Understood.10:16AgentOkay. Alright. Thank you. So, yeah, if mhmm. If that's the case, sir, thank you so much as well for calling, ma'am.10:21AgentHave a good day ahead. Bye for now and take care. Sure.\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": "57890680696729",
"type": "VoiceComment",
"created_at": "2026-05-13T17:54:25Z",
"author_id": "42730858332313",
"author_name": "CT-Cathy",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Inbound call from +1 (781) 715-5835\nCall Details:\n\nCall from: +1 (781) 715-5835\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 17:43:35 UTC\nLocation: Lynn, Massachusetts, United States\nAnswered by: CT-Cathy\nLength of phone call: 10 minutes, 49 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA491632a987723698777e94bcda6cfc32/twilio/call/recording"
},
{
"conversation_id": "57890577494937",
"type": "Comment",
"created_at": "2026-05-13T17:43:51Z",
"author_id": "57890577318297",
"author_name": "Caller +1 (781) 715-5835",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (781) 715-5835\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 5:43:35 PM UTC"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57892403954457,
"type": "Comment",
"author_id": 42730858332313,
"body": "Hello,\n\nI hope you're doing fine.\n\nWe are pleased to inform you that your order has been successfully processed and will be shipped from our local warehouse. The processing time is anticipated to be between 1 to 2 days, followed by a shipping duration of approximately 3 to 7 business days.\n\nWishing you all the best and a pleasant day ahead.\n\nBest regards,\n\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello, <br> <br>I hope you're doing fine. <br> <br>We are pleased to inform you that your order has been successfully processed and will be shipped from our local warehouse. The processing time is anticipated to be between 1 to 2 days, followed by a shipping duration of approximately 3 to 7 business days.<br> <br>Wishing you all the best and a pleasant day ahead.<br> <br>Best regards,<br><br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello, \n \nI hope you're doing fine. \n \nWe are pleased to inform you that your order has been successfully processed and will be shipped from our local warehouse. The processing time is anticipated to be between 1 to 2 days, followed by a shipping duration of approximately 3 to 7 business days.\n \nWishing you all the best and a pleasant day ahead.\n \nBest regards,\n\nMomcozy Customer Support Team",
"public": true,
"attachments": [],
"audit_id": 57892403954329,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {
"address": "sullivanpatrickr@gmail.com",
"name": "sullivanpatrickr"
},
"rel": null
}
},
"created_at": "2026-05-13T20:42:08Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
"ip_address": "127.0.0.6",
"location": "Naga, 05, Philippines",
"latitude": 13.6166,
"longitude": 123.1804
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{
"id": 57890713975705,
"type": "Comment",
"author_id": 42730858332313,
"body": "Customer Communications: Inbound\nIssue Details: Cx received an email about a payment issue on one of their recent orders.\nResolution Offered: Educ cx | callback or email back | Will do further investigation\nCustomer Responses: Agree\nFollow-up Actions: None\nEscalated: N/A",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: Inbound<br>Issue Details: Cx received an email about a payment issue on one of their recent orders.<br>Resolution Offered: Educ cx | callback or email back | Will do further investigation<br>Customer Responses: Agree<br>Follow-up Actions: None<br>Escalated: N/A<br></div>",
"plain_body": "Customer Communications: Inbound\nIssue Details: Cx received an email about a payment issue on one of their recent orders.\nResolution Offered: Educ cx | callback or email back | Will do further investigation\nCustomer Responses: Agree\nFollow-up Actions: None\nEscalated: N/A",
"public": false,
"attachments": [],
"audit_id": 57890713975577,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
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},
"created_at": "2026-05-13T17:57:16Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
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{
"id": 57890703897241,
"type": "Comment",
"author_id": -1,
"body": "#### **Call summary:**\n\n\n- Customer called Momcozy regarding an email they received about a payment issue on one of their recent orders.\n- The customer placed the last order on April 26 with order number JJ16304286.\n- Customer was unsure if the email about the payment issue was legitimate or potentially fraudulent.\n- Momcozy agent Patty attempted to verify the order and payment details but was unable to find conclusive information at the time of the call.\n- Possible issues mentioned include problems at the warehouse affecting order status.\n- Agent assured the customer that an update would be sent via the email address associated with the order (sullivanpatrickr@gmail.com).\n- Customer inquired about the shipping status; agent could not confirm and advised waiting for further communication.\n- Momcozy committed to contacting the customer within 24 business hours with an update.\n- The call ended with confirmation of the next step being proactive outreach by the company via email.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer called Momcozy regarding an email they received about a payment issue on one of their recent orders.</li><li>The customer placed the last order on April 26 with order number JJ16304286.</li><li>Customer was unsure if the email about the payment issue was legitimate or potentially fraudulent.</li><li>Momcozy agent Patty attempted to verify the order and payment details but was unable to find conclusive information at the time of the call.</li><li>Possible issues mentioned include problems at the warehouse affecting order status.</li><li>Agent assured the customer that an update would be sent via the email address associated with the order (sullivanpatrickr@gmail.com).</li><li>Customer inquired about the shipping status; agent could not confirm and advised waiting for further communication.</li><li>Momcozy committed to contacting the customer within 24 business hours with an update.</li><li>The call ended with confirmation of the next step being proactive outreach by the company via email.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call summary: \n Customer called Momcozy regarding an email they received about a payment issue on one of their recent orders. The customer placed the last order on April 26 with order number JJ16304286. Customer was unsure if the email about the payment issue was legitimate or potentially fraudulent. Momcozy agent Patty attempted to verify the order and payment details but was unable to find conclusive information at the time of the call. Possible issues mentioned include problems at the warehouse affecting order status. Agent assured the customer that an update would be sent via the email address associated with the order (sullivanpatrickr@gmail.com). Customer inquired about the shipping status; agent could not confirm and advised waiting for further communication. Momcozy committed to contacting the customer within 24 business hours with an update. The call ended with confirmation of the next step being proactive outreach by the company via email. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"audit_id": 57890703896857,
"locale": "en",
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"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T17:55:13Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
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"custom": {}
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},
{
"id": 57890697535257,
"type": "Comment",
"author_id": -1,
"body": "#### **Call transcript:**\n\n\n**00:01** **Agent** Hi. Thank you for calling momcozy. This is Patty. How can I help you?\n**00:07** **Customer** Hi. I'm calling I received an email that there was an issue on a payment for an order of mine. I'm just trying to figure out I ordered a few different things with you, trying to figure out what the order is that has the issue and and how to resolve.\n**00:25** **Agent** I see. So thank you so much, sir, for letting me know your concern. And, Jeff, I'll be more than happy to check what happened on your order. Okay? And then the details as well.\n**00:35** **Agent** So, sir, may I ask, when did you purchase the product, sir?\n**00:43** **Customer** So I think the last order would have been on April 26.\n**00:48** **Agent** Mhmm. And do you happen to have the order number so that I can check it through on our end?\n**00:55** **Customer** JJ1630428.\n**01:05** **Agent** Just to confirm, sir, that is JJ1630428. Is that correct?\n**01:13** **Customer** Sorry. Let me just pull back up. Yeah. So can you repeat that?\n**01:19** **Agent** Sure, sir. That is JJ16304286.\n**01:29** **Customer** Yes. That's right.\n**01:31** **Agent** Okay. So please bear with me, sir, and just give me a moment. Okay? Hold on. Sir, please bear with me.\n**01:58** **Agent** Okay? I'm still checking for your ordered details. Hold on.\n**02:01** **Customer** Yep. Thank you.\n**03:50** **Agent** Sir, we are still checking on it. Okay? Hold on, sir.\n**03:53** **Customer** Thank you.\n**06:10** **Agent** Hello, sir? Yep. Sir, may you please verify what is the email address that is associated on your order, please?\n**06:20** **Customer** It is sullivanpatrickr@gmail.com.\n**06:25** **Agent** Okay. Got it, sir. So please, sir, I am going to check as well the email that you received. Okay? Please bear with me, sir.\n**06:34** **Agent** Yep. Also confirm, sir, that you received it on your email, right, that there would be an issues on your payment. Is that correct?\n**06:44** **Customer** Correct.\n**06:45** **Agent** K.\n**06:46** **Customer** Not not sure if it was, like, a fraudulent email or what.\n**06:51** **Agent** Mhmm. And would you mind me asking, sir, what where when did you receive, sir, the email? Is it just today only?\n**07:02** **Customer** I believe so. Let me check it. Yes. Yeah. It was it was it was overnight.\n**07:20** **Customer** It was it was, like, last night.\n**07:28** **Agent** Please bear with me, sir. Okay? Still checking, sir, on what happened on your order. Hold on. Alright.\n**08:55** **Agent** So hi, sir. Thank you so much for patiently holding. So, sir, here's the thing. Since I tried to dig deeper into our sources, but we may not be able to check any details here as of this moment of your order. So, say, we are going to reach you back via your email, okay, regarding on what happened on your order details.\n**09:18** **Agent** Alright, sir? Rest assured that we are going to communicate via email, or we are going to call you back with an update, sir. Will that be what for you?\n**09:28** **Customer** Yeah. So is the order like, has it been shipped, or what's what's actually happening here?\n**09:35** **Agent** Actually, sir, as of this moment, maybe there would be an issues with the warehouse as well. So that is 1 thing, sir. That is why we are still confirming and checking for an update or any details. So for the meantime, sir, all you need to do is just to wait on our email. We are going to update via the email address that is associated on your order.\n**09:56** **Agent** Okay?\n**09:57** **Customer** Okay.\n**09:59** **Agent** Alright. And, sir, is there anything else?\n**10:04** **Customer** Nope. When should I expect an outreach?\n**10:07** **Agent** That's a good thing. That we are going to reach you back between this day or between 24 business hours, sir.\n**10:13** **Customer** Okay. Alright. Understood.\n**10:16** **Agent** Okay. Alright. Thank you. So, yeah, if mhmm. If that's the case, sir, thank you so much as well for calling, ma'am.\n**10:21** **Agent** Have a good day ahead. Bye for now and take care. Sure.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. Thank you for calling momcozy. This is Patty. How can I help you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. I'm calling I received an email that there was an issue on a payment for an order of mine. I'm just trying to figure out I ordered a few different things with you, trying to figure out what the order is that has the issue and and how to resolve.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. So thank you so much, sir, for letting me know your concern. And, Jeff, I'll be more than happy to check what happened on your order. Okay? And then the details as well.</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;\">So, sir, may I ask, when did you purchase the product, sir?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So I think the last order would have been on April 26.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. And do you happen to have the order number so that I can check it through on our end?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">JJ1630428.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just to confirm, sir, that is JJ1630428. Is that correct?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:13</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. Let me just pull back up. Yeah. So can you repeat that?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sure, sir. That is JJ16304286.</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;\">Yes. That's right.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So please bear with me, sir, and just give me a moment. Okay? Hold on. Sir, please bear with me.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay? I'm still checking for your ordered details. Hold on.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yep. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sir, we are still checking on it. Okay? Hold on, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello, sir? Yep. Sir, may you please verify what is the email address that is associated on your order, please?</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;\">It is sullivanpatrickr@gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Got it, sir. So please, sir, I am going to check as well the email that you received. Okay? Please bear with me, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yep. Also confirm, sir, that you received it on your email, right, that there would be an issues on your payment. Is that correct?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Correct.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">K.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:46</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Not not sure if it was, like, a fraudulent email or what.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. And would you mind me asking, sir, what where when did you receive, sir, the email? Is it just today only?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I believe so. Let me check it. Yes. Yeah. It was it was it was overnight.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It was it was, like, last night.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Please bear with me, sir. Okay? Still checking, sir, on what happened on your order. Hold on. Alright.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So hi, sir. Thank you so much for patiently holding. So, sir, here's the thing. Since I tried to dig deeper into our sources, but we may not be able to check any details here as of this moment of your order. So, say, we are going to reach you back via your email, okay, regarding on what happened on your order details.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright, sir? Rest assured that we are going to communicate via email, or we are going to call you back with an update, sir. Will that be what for you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. So is the order like, has it been shipped, or what's what's actually happening here?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Actually, sir, as of this moment, maybe there would be an issues with the warehouse as well. So that is 1 thing, sir. That is why we are still confirming and checking for an update or any details. So for the meantime, sir, all you need to do is just to wait on our email. We are going to update via the email address that is associated on your order.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:57</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. And, sir, is there anything else?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Nope. When should I expect an outreach?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That's a good thing. That we are going to reach you back between this day or between 24 business hours, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Alright. Understood.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:16</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. Alright. Thank you. So, yeah, if mhmm. If that's the case, sir, thank you so much as well for calling, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Have a good day ahead. Bye for now and take care. Sure.</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: \n00:01AgentHi. Thank you for calling momcozy. This is Patty. How can I help you?00:07CustomerHi. I'm calling I received an email that there was an issue on a payment for an order of mine. I'm just trying to figure out I ordered a few different things with you, trying to figure out what the order is that has the issue and and how to resolve.00:25AgentI see. So thank you so much, sir, for letting me know your concern. And, Jeff, I'll be more than happy to check what happened on your order. Okay? And then the details as well.00:35AgentSo, sir, may I ask, when did you purchase the product, sir?00:43CustomerSo I think the last order would have been on April 26.00:48AgentMhmm. And do you happen to have the order number so that I can check it through on our end?00:55CustomerJJ1630428.01:05AgentJust to confirm, sir, that is JJ1630428. Is that correct?01:13CustomerSorry. Let me just pull back up. Yeah. So can you repeat that?01:19AgentSure, sir. That is JJ16304286.01:29CustomerYes. That's right.01:31AgentOkay. So please bear with me, sir, and just give me a moment. Okay? Hold on. Sir, please bear with me.01:58AgentOkay? I'm still checking for your ordered details. Hold on.02:01CustomerYep. Thank you.03:50AgentSir, we are still checking on it. Okay? Hold on, sir.03:53CustomerThank you.06:10AgentHello, sir? Yep. Sir, may you please verify what is the email address that is associated on your order, please?06:20CustomerIt is sullivanpatrickr@gmail.com.06:25AgentOkay. Got it, sir. So please, sir, I am going to check as well the email that you received. Okay? Please bear with me, sir.06:34AgentYep. Also confirm, sir, that you received it on your email, right, that there would be an issues on your payment. Is that correct?06:44CustomerCorrect.06:45AgentK.06:46CustomerNot not sure if it was, like, a fraudulent email or what.06:51AgentMhmm. And would you mind me asking, sir, what where when did you receive, sir, the email? Is it just today only?07:02CustomerI believe so. Let me check it. Yes. Yeah. It was it was it was overnight.07:20CustomerIt was it was, like, last night.07:28AgentPlease bear with me, sir. Okay? Still checking, sir, on what happened on your order. Hold on. Alright.08:55AgentSo hi, sir. Thank you so much for patiently holding. So, sir, here's the thing. Since I tried to dig deeper into our sources, but we may not be able to check any details here as of this moment of your order. So, say, we are going to reach you back via your email, okay, regarding on what happened on your order details.09:18AgentAlright, sir? Rest assured that we are going to communicate via email, or we are going to call you back with an update, sir. Will that be what for you?09:28CustomerYeah. So is the order like, has it been shipped, or what's what's actually happening here?09:35AgentActually, sir, as of this moment, maybe there would be an issues with the warehouse as well. So that is 1 thing, sir. That is why we are still confirming and checking for an update or any details. So for the meantime, sir, all you need to do is just to wait on our email. We are going to update via the email address that is associated on your order.09:56AgentOkay?09:57CustomerOkay.09:59AgentAlright. And, sir, is there anything else?10:04CustomerNope. When should I expect an outreach?10:07AgentThat's a good thing. That we are going to reach you back between this day or between 24 business hours, sir.10:13CustomerOkay. Alright. Understood.10:16AgentOkay. Alright. Thank you. So, yeah, if mhmm. If that's the case, sir, thank you so much as well for calling, ma'am.10:21AgentHave a good day ahead. Bye for now and take care. Sure.\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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