提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1256465",
"subject": "Voicemail from: Caller +1 (518) 269-8252",
"description": "Call from: +1 (518) 269-8252\\nTime of call: May 13, 2026 at 9:02:38 PM UTC",
"status": "solved",
"priority": "high",
"product_model": "milk pump::Momcozy::Air 1",
"created_at": "2026-05-13T21:04:35Z",
"updated_at": "2026-05-13T22:13:42Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Issue Details: 2* no suction",
"agents_notes": "Issue Details: 2* no suction",
"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": 5,
"voice": 2
}
},
"messages": [
{
"conversation_id": "57893412598809",
"type": "Comment",
"created_at": "2026-05-13T22:13:42Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer contacted Momcozy regarding an issue with their breast pump(s), specifically the Air 1 model, purchased about three months ago from the official Momcozy website in the United States. The right pump stopped working completely (makes noise but no suction), and the other pump works intermittently. Customer confirmed no visible damage or cracks on accessories and had already tried basic troubleshooting steps (removing accessories, covering suction hole, testing all levels). Momcozy agent acknowledged the issue and informed the customer about the 1-year warranty and the process to claim it. Customer was instructed to email support@momcozy.com with: a 5-10 second video showing the malfunction, order number, serial number (obtainable via QR code on the motor), and full mailing/contact information. A ticket number (1256465) was provided to reference in the warranty claim email. Customer had previously emailed support but without all the required details; agent emphasized providing full information to expedite resolution. Current status: Customer advised to resend the detailed email with all requested information to initiate warranty claim and repair/replacement process. No additional questions or concerns were raised by the customer during the call. \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": "57893381213721",
"type": "Comment",
"created_at": "2026-05-13T22:13:39Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:01CustomerHello?00:03AgentHello, ma'am. Good afternoon. This is Matt from momcozy returning your call. You leave a voice mail to us regarding your pump that it's not working properly?00:13CustomerYes. Ever since I've gotten the pumps, um, I wanna say maybe 3 months after I tried to chat with someone someone online about it, it the right 1 just wasn't working anymore. Like, it just doesn't do anything. It makes the noise, but nothing happens. Okay.00:36AgentSo it's not suctioning, ma'am? No suction at all? No. Okay. This is only happening for 1 of it?00:44CustomerYes. And the like, the other 1, sometimes it it acts like that sometimes, and then it starts working again. I really don't understand.00:55AgentOkay. I00:56Customerthought maybe it was a battery charge thing.00:58AgentBut Mhmm. So I will just consider this 1, ma'am. Both of the pumps is not working properly. Okay? So just confirming, ma'am, you mentioned in the voice mail that is air pump.01:09AgentIs this the air 1? Yes. Okay. Did you check the accessories, ma'am, if there is any damage or cracks on it?01:21CustomerNo. Not that I see.01:23AgentMhmm. This is just a basic troubleshooting. Just remove all the accessories, cover the suction hole, and then try all the levels. Did you try that as well?01:33CustomerYes.01:34AgentOkay. I understand, ma'am, and I'm really sorry for the inconvenience. Could you please tell me where did you purchase the Air 1?01:42CustomerI purchased it through your website.01:45AgentIn our official store. And you are from United States, ma'am?01:49CustomerYes.01:51AgentOkay. I just want to inform you, ma'am, that we have a 1 year warranty. So to claim the warranty, ma'am, just kindly send us an email to support@ma'amcozy.com providing all this information so we can assist you as soon as possible. Okay? I will be giving you a ticket number as well so you don't need to repeat yourself in the email.02:11AgentJust provide all the information. Okay? Okay. Okay. So first, ma'am, is a short video showing that it's not functioning.02:19AgentJust kindly use your thumb in the video and then at least 5 to 10 seconds, ma'am. And then, ma'am, the order number, uh, you can check that in our, uh, in your email, ma'am, that associated with the order. And please provide the serial number as well. To get that 1, ma'am, just kindly scan the small QR code in the motor using your phone to get the serial number. And please put your mailing information, ma'am, in advance.02:49AgentThat is your full name, mailing address, and contact number. So once we verify that you're still in the warranty, we can proceed for the shipment. Okay? Okay. Okay, ma'am.02:59AgentAnd the ticket number, ma'am, is are you ready?03:02Customer1 second.03:04AgentOkay.03:11CustomerOkay.03:13AgentTicket number, ma'am, is 1256465.03:18CustomerOkay.03:20AgentOkay. Our email address, ma'am, is support@momcozy.com. That is where you're gonna send all the information. Okay? Okay.03:30AgentOkay. Is there anything else, ma'am, that I could possibly help you or any clarification regarding the details that you need to send?03:38CustomerNo. I think that was it. Right? Because I did send the email, I think, to the support email before, but not with all of these details. So okay.03:46AgentOh, okay. So just kindly provide all that information, ma'am, so it can expedite the resolution for you. Okay?03:53CustomerOkay. Thank you.03:55AgentOkay. Thank you, ma'am. Have a good day. Bye bye.03:58CustomerYou too. 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": "57893395586585",
"type": "Comment",
"created_at": "2026-05-13T22:13:32Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: OB\n \nIssue Details: 2* no suction \n \nResolution Offered: advise to send us an email along with order number, short video of the issue , mailing info and ticket number\n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A"
},
{
"conversation_id": "57893380469401",
"type": "VoiceComment",
"created_at": "2026-05-13T22:13:26Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Outbound call to +1 (518) 269-8252\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (518) 269-8252\nTime of call: 2026-05-13 22:09:06 UTC\nCalled by: CT-Matthew\nLength of phone call: 4 minutes, 19 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA7c533297980d02829146517166b160aa/twilio/recording"
},
{
"conversation_id": "57892589409049",
"type": "Comment",
"created_at": "2026-05-13T21:04:42Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer Terry called from phone number (518) 269-8252 and email taymicaterry23@gmail.com regarding an issue with a new air pump. The problem reported is that the battery in the air pump intermittently fails to work correctly. Customer has tried various unspecified solutions but the issue persists. Terry expressed frustration over the expensive product not functioning properly and inquired about a possible battery recall. The customer is seeking guidance on what to do next to resolve the battery issue. No actions taken or next steps were provided during the call. \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": "57892583663129",
"type": "Comment",
"created_at": "2026-05-13T21:04:40Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:02CustomerHey. My name is Terry. I'm calling from (518) 269-8252. Again, that's (518) 269-8252. My email is taymicaterry23@Gmail.00:24CustomerAgain, that's t a y m I c a 20 terry23@Gmail.com. My issue is I have the new air pump, and on and off, it doesn't the battery doesn't work correctly. No matter what I do to it, I'm not sure what to do anymore, and it's becoming a waste of money. So very expensive product in my opinion, or it should not work anymore. After if there was a recall on the battery or if there's something I did.01:17CustomerI'll But definitely just update them and not sure what to do next. Thank you.\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": "57892595667993",
"type": "VoiceComment",
"created_at": "2026-05-13T21:04:35Z",
"author_id": "57892567609241",
"author_name": "Caller +1 (518) 269-8252",
"author_role": "end-user",
"sender_type": "customer",
"channel": "voice",
"public": true,
"recording_type": "voicemail",
"text": "Voicemail from +1 (518) 269-8252\nCall Details:\n\nCall from: +1 (518) 269-8252\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 21:02:38 UTC\nLocation: Albany, New York, United States\nAnswered by: Unknown\nLength of phone call: 1 minute, 55 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA223d3335b1a9f7282a13b33bd08abfac/twilio/voicemail/recording"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57893412598809,
"type": "Comment",
"author_id": -1,
"body": "#### **Call summary:**\n\n\n- Customer contacted Momcozy regarding an issue with their breast pump(s), specifically the Air 1 model, purchased about three months ago from the official Momcozy website in the United States.\n- The right pump stopped working completely (makes noise but no suction), and the other pump works intermittently.\n- Customer confirmed no visible damage or cracks on accessories and had already tried basic troubleshooting steps (removing accessories, covering suction hole, testing all levels).\n- Momcozy agent acknowledged the issue and informed the customer about the 1-year warranty and the process to claim it.\n- Customer was instructed to email support@momcozy.com with: a 5-10 second video showing the malfunction, order number, serial number (obtainable via QR code on the motor), and full mailing/contact information.\n- A ticket number (1256465) was provided to reference in the warranty claim email.\n- Customer had previously emailed support but without all the required details; agent emphasized providing full information to expedite resolution.\n- Current status: Customer advised to resend the detailed email with all requested information to initiate warranty claim and repair/replacement process.\n- No additional questions or concerns were raised by the customer during the call.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer contacted Momcozy regarding an issue with their breast pump(s), specifically the Air 1 model, purchased about three months ago from the official Momcozy website in the United States.</li><li>The right pump stopped working completely (makes noise but no suction), and the other pump works intermittently.</li><li>Customer confirmed no visible damage or cracks on accessories and had already tried basic troubleshooting steps (removing accessories, covering suction hole, testing all levels).</li><li>Momcozy agent acknowledged the issue and informed the customer about the 1-year warranty and the process to claim it.</li><li>Customer was instructed to email support@momcozy.com with: a 5-10 second video showing the malfunction, order number, serial number (obtainable via QR code on the motor), and full mailing/contact information.</li><li>A ticket number (1256465) was provided to reference in the warranty claim email.</li><li>Customer had previously emailed support but without all the required details; agent emphasized providing full information to expedite resolution.</li><li>Current status: Customer advised to resend the detailed email with all requested information to initiate warranty claim and repair/replacement process.</li><li>No additional questions or concerns were raised by the customer during the call.</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 an issue with their breast pump(s), specifically the Air 1 model, purchased about three months ago from the official Momcozy website in the United States. The right pump stopped working completely (makes noise but no suction), and the other pump works intermittently. Customer confirmed no visible damage or cracks on accessories and had already tried basic troubleshooting steps (removing accessories, covering suction hole, testing all levels). Momcozy agent acknowledged the issue and informed the customer about the 1-year warranty and the process to claim it. Customer was instructed to email support@momcozy.com with: a 5-10 second video showing the malfunction, order number, serial number (obtainable via QR code on the motor), and full mailing/contact information. A ticket number (1256465) was provided to reference in the warranty claim email. Customer had previously emailed support but without all the required details; agent emphasized providing full information to expedite resolution. Current status: Customer advised to resend the detailed email with all requested information to initiate warranty claim and repair/replacement process. No additional questions or concerns were raised by the customer during the call. \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,
"attachments": [],
"audit_id": 57893401572633,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T22:13:42Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57893381213721,
"type": "Comment",
"author_id": -1,
"body": "#### **Call transcript:**\n\n\n**00:01** **Customer** Hello?\n**00:03** **Agent** Hello, ma'am. Good afternoon. This is Matt from momcozy returning your call. You leave a voice mail to us regarding your pump that it's not working properly?\n**00:13** **Customer** Yes. Ever since I've gotten the pumps, um, I wanna say maybe 3 months after I tried to chat with someone someone online about it, it the right 1 just wasn't working anymore. Like, it just doesn't do anything. It makes the noise, but nothing happens. Okay.\n**00:36** **Agent** So it's not suctioning, ma'am? No suction at all? No. Okay. This is only happening for 1 of it?\n**00:44** **Customer** Yes. And the like, the other 1, sometimes it it acts like that sometimes, and then it starts working again. I really don't understand.\n**00:55** **Agent** Okay. I\n**00:56** **Customer** thought maybe it was a battery charge thing.\n**00:58** **Agent** But Mhmm. So I will just consider this 1, ma'am. Both of the pumps is not working properly. Okay? So just confirming, ma'am, you mentioned in the voice mail that is air pump.\n**01:09** **Agent** Is this the air 1? Yes. Okay. Did you check the accessories, ma'am, if there is any damage or cracks on it?\n**01:21** **Customer** No. Not that I see.\n**01:23** **Agent** Mhmm. This is just a basic troubleshooting. Just remove all the accessories, cover the suction hole, and then try all the levels. Did you try that as well?\n**01:33** **Customer** Yes.\n**01:34** **Agent** Okay. I understand, ma'am, and I'm really sorry for the inconvenience. Could you please tell me where did you purchase the Air 1?\n**01:42** **Customer** I purchased it through your website.\n**01:45** **Agent** In our official store. And you are from United States, ma'am?\n**01:49** **Customer** Yes.\n**01:51** **Agent** Okay. I just want to inform you, ma'am, that we have a 1 year warranty. So to claim the warranty, ma'am, just kindly send us an email to support@ma'amcozy.com providing all this information so we can assist you as soon as possible. Okay? I will be giving you a ticket number as well so you don't need to repeat yourself in the email.\n**02:11** **Agent** Just provide all the information. Okay? Okay. Okay. So first, ma'am, is a short video showing that it's not functioning.\n**02:19** **Agent** Just kindly use your thumb in the video and then at least 5 to 10 seconds, ma'am. And then, ma'am, the order number, uh, you can check that in our, uh, in your email, ma'am, that associated with the order. And please provide the serial number as well. To get that 1, ma'am, just kindly scan the small QR code in the motor using your phone to get the serial number. And please put your mailing information, ma'am, in advance.\n**02:49** **Agent** That is your full name, mailing address, and contact number. So once we verify that you're still in the warranty, we can proceed for the shipment. Okay? Okay. Okay, ma'am.\n**02:59** **Agent** And the ticket number, ma'am, is are you ready?\n**03:02** **Customer** 1 second.\n**03:04** **Agent** Okay.\n**03:11** **Customer** Okay.\n**03:13** **Agent** Ticket number, ma'am, is 1256465.\n**03:18** **Customer** Okay.\n**03:20** **Agent** Okay. Our email address, ma'am, is support@momcozy.com. That is where you're gonna send all the information. Okay? Okay.\n**03:30** **Agent** Okay. Is there anything else, ma'am, that I could possibly help you or any clarification regarding the details that you need to send?\n**03:38** **Customer** No. I think that was it. Right? Because I did send the email, I think, to the support email before, but not with all of these details. So okay.\n**03:46** **Agent** Oh, okay. So just kindly provide all that information, ma'am, so it can expedite the resolution for you. Okay?\n**03:53** **Customer** Okay. Thank you.\n**03:55** **Agent** Okay. Thank you, ma'am. Have a good day. Bye bye.\n**03:58** **Customer** You too. 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>00:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello, ma'am. Good afternoon. This is Matt from momcozy returning your call. You leave a voice mail to us regarding your pump that it's not working properly?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. Ever since I've gotten the pumps, um, I wanna say maybe 3 months after I tried to chat with someone someone online about it, it the right 1 just wasn't working anymore. Like, it just doesn't do anything. It makes the noise, but nothing happens. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:36</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 it's not suctioning, ma'am? No suction at all? No. Okay. This is only happening for 1 of it?</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. And the like, the other 1, sometimes it it acts like that sometimes, and then it starts working again. I really don't understand.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">thought maybe it was a battery charge thing.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">But Mhmm. So I will just consider this 1, ma'am. Both of the pumps is not working properly. Okay? So just confirming, ma'am, you mentioned in the voice mail that is air pump.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Is this the air 1? Yes. Okay. Did you check the accessories, ma'am, if there is any damage or cracks on it?</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;\">No. Not that I see.</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;\">Mhmm. This is just a basic troubleshooting. Just remove all the accessories, cover the suction hole, and then try all the levels. Did you try that as well?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:33</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I understand, ma'am, and I'm really sorry for the inconvenience. Could you please tell me where did you purchase the Air 1?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I purchased it through your website.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">In our official store. And you are from United States, ma'am?</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;\">Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:51</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. I just want to inform you, ma'am, that we have a 1 year warranty. So to claim the warranty, ma'am, just kindly send us an email to support@ma'amcozy.com providing all this information so we can assist you as soon as possible. Okay? I will be giving you a ticket number as well so you don't need to repeat yourself in the email.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just provide all the information. Okay? Okay. Okay. So first, ma'am, is a short video showing that it's not functioning.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just kindly use your thumb in the video and then at least 5 to 10 seconds, ma'am. And then, ma'am, the order number, uh, you can check that in our, uh, in your email, ma'am, that associated with the order. And please provide the serial number as well. To get that 1, ma'am, just kindly scan the small QR code in the motor using your phone to get the serial number. And please put your mailing information, ma'am, in advance.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:49</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 is your full name, mailing address, and contact number. So once we verify that you're still in the warranty, we can proceed for the shipment. Okay? Okay. Okay, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And the ticket number, ma'am, is are you ready?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">1 second.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Ticket number, ma'am, is 1256465.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:20</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. Our email address, ma'am, is support@momcozy.com. That is where you're gonna send all the information. Okay? Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Is there anything else, ma'am, that I could possibly help you or any clarification regarding the details that you need to send?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:38</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. I think that was it. Right? Because I did send the email, I think, to the support email before, but not with all of these details. So okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:46</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 just kindly provide all that information, ma'am, so it can expedite the resolution for you. Okay?</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;\">Okay. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you, ma'am. Have a good day. Bye bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You too. 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: \n00:01CustomerHello?00:03AgentHello, ma'am. Good afternoon. This is Matt from momcozy returning your call. You leave a voice mail to us regarding your pump that it's not working properly?00:13CustomerYes. Ever since I've gotten the pumps, um, I wanna say maybe 3 months after I tried to chat with someone someone online about it, it the right 1 just wasn't working anymore. Like, it just doesn't do anything. It makes the noise, but nothing happens. Okay.00:36AgentSo it's not suctioning, ma'am? No suction at all? No. Okay. This is only happening for 1 of it?00:44CustomerYes. And the like, the other 1, sometimes it it acts like that sometimes, and then it starts working again. I really don't understand.00:55AgentOkay. I00:56Customerthought maybe it was a battery charge thing.00:58AgentBut Mhmm. So I will just consider this 1, ma'am. Both of the pumps is not working properly. Okay? So just confirming, ma'am, you mentioned in the voice mail that is air pump.01:09AgentIs this the air 1? Yes. Okay. Did you check the accessories, ma'am, if there is any damage or cracks on it?01:21CustomerNo. Not that I see.01:23AgentMhmm. This is just a basic troubleshooting. Just remove all the accessories, cover the suction hole, and then try all the levels. Did you try that as well?01:33CustomerYes.01:34AgentOkay. I understand, ma'am, and I'm really sorry for the inconvenience. Could you please tell me where did you purchase the Air 1?01:42CustomerI purchased it through your website.01:45AgentIn our official store. And you are from United States, ma'am?01:49CustomerYes.01:51AgentOkay. I just want to inform you, ma'am, that we have a 1 year warranty. So to claim the warranty, ma'am, just kindly send us an email to support@ma'amcozy.com providing all this information so we can assist you as soon as possible. Okay? I will be giving you a ticket number as well so you don't need to repeat yourself in the email.02:11AgentJust provide all the information. Okay? Okay. Okay. So first, ma'am, is a short video showing that it's not functioning.02:19AgentJust kindly use your thumb in the video and then at least 5 to 10 seconds, ma'am. And then, ma'am, the order number, uh, you can check that in our, uh, in your email, ma'am, that associated with the order. And please provide the serial number as well. To get that 1, ma'am, just kindly scan the small QR code in the motor using your phone to get the serial number. And please put your mailing information, ma'am, in advance.02:49AgentThat is your full name, mailing address, and contact number. So once we verify that you're still in the warranty, we can proceed for the shipment. Okay? Okay. Okay, ma'am.02:59AgentAnd the ticket number, ma'am, is are you ready?03:02Customer1 second.03:04AgentOkay.03:11CustomerOkay.03:13AgentTicket number, ma'am, is 1256465.03:18CustomerOkay.03:20AgentOkay. Our email address, ma'am, is support@momcozy.com. That is where you're gonna send all the information. Okay? Okay.03:30AgentOkay. Is there anything else, ma'am, that I could possibly help you or any clarification regarding the details that you need to send?03:38CustomerNo. I think that was it. Right? Because I did send the email, I think, to the support email before, but not with all of these details. So okay.03:46AgentOh, okay. So just kindly provide all that information, ma'am, so it can expedite the resolution for you. Okay?03:53CustomerOkay. Thank you.03:55AgentOkay. Thank you, ma'am. Have a good day. Bye bye.03:58CustomerYou too. 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": "Customer Communications: OB\n\nIssue Details: 2* no suction\n\nResolution Offered: advise to send us an email along with order number, short video of the issue , mailing info and ticket number\n\nCustomer Responses: Agreed\n\nFollow-up Actions: None\n\nEscalation Details: N/A",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: OB<br> <br>Issue Details: 2* no suction <br> <br>Resolution Offered: advise to send us an email along with order number, short video of the issue , mailing info and ticket number<br> <br>Customer Responses: Agreed<br> <br>Follow-up Actions: None<br> <br>Escalation Details: N/A<br></div>",
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"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Outbound call to +1 (518) 269-8252<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +1 (619) 848-0676<br>\nCall to: +1 (518) 269-8252<br>\nTime of call: 2026-05-13 22:09:06 UTC<br>\nCalled by: CT-Matthew<br>\nLength of phone call: 4 minutes, 19 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA7c533297980d02829146517166b160aa/twilio/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA7c533297980d02829146517166b160aa/twilio/recording</a></p></div>",
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"body": "#### **Call summary:**\n\n\n- Customer Terry called from phone number (518) 269-8252 and email taymicaterry23@gmail.com regarding an issue with a new air pump.\n- The problem reported is that the battery in the air pump intermittently fails to work correctly.\n- Customer has tried various unspecified solutions but the issue persists.\n- Terry expressed frustration over the expensive product not functioning properly and inquired about a possible battery recall.\n- The customer is seeking guidance on what to do next to resolve the battery issue.\n- No actions taken or next steps were provided during the call.\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 Terry called from phone number (518) 269-8252 and email taymicaterry23@gmail.com regarding an issue with a new air pump.</li><li>The problem reported is that the battery in the air pump intermittently fails to work correctly.</li><li>Customer has tried various unspecified solutions but the issue persists.</li><li>Terry expressed frustration over the expensive product not functioning properly and inquired about a possible battery recall.</li><li>The customer is seeking guidance on what to do next to resolve the battery issue.</li><li>No actions taken or next steps were provided during the call.</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 Terry called from phone number (518) 269-8252 and email taymicaterry23@gmail.com regarding an issue with a new air pump. The problem reported is that the battery in the air pump intermittently fails to work correctly. Customer has tried various unspecified solutions but the issue persists. Terry expressed frustration over the expensive product not functioning properly and inquired about a possible battery recall. The customer is seeking guidance on what to do next to resolve the battery issue. No actions taken or next steps were provided during the call. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"body": "#### **Call transcript:**\n\n\n**00:02** **Customer** Hey. My name is Terry. I'm calling from (518) 269-8252. Again, that's (518) 269-8252. My email is taymicaterry23@Gmail.\n**00:24** **Customer** Again, that's t a y m I c a 20 terry23@Gmail.com. My issue is I have the new air pump, and on and off, it doesn't the battery doesn't work correctly. No matter what I do to it, I'm not sure what to do anymore, and it's becoming a waste of money. So very expensive product in my opinion, or it should not work anymore. After if there was a recall on the battery or if there's something I did.\n**01:17** **Customer** I'll But definitely just update them and not sure what to do next. Thank you.\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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hey. My name is Terry. I'm calling from (518) 269-8252. Again, that's (518) 269-8252. My email is taymicaterry23@Gmail.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Again, that's t a y m I c a 20 terry23@Gmail.com. My issue is I have the new air pump, and on and off, it doesn't the battery doesn't work correctly. No matter what I do to it, I'm not sure what to do anymore, and it's becoming a waste of money. So very expensive product in my opinion, or it should not work anymore. After if there was a recall on the battery or if there's something I did.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'll But definitely just update them and not sure what to do next. Thank you.</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: \n00:02CustomerHey. My name is Terry. I'm calling from (518) 269-8252. Again, that's (518) 269-8252. My email is taymicaterry23@Gmail.00:24CustomerAgain, that's t a y m I c a 20 terry23@Gmail.com. My issue is I have the new air pump, and on and off, it doesn't the battery doesn't work correctly. No matter what I do to it, I'm not sure what to do anymore, and it's becoming a waste of money. So very expensive product in my opinion, or it should not work anymore. After if there was a recall on the battery or if there's something I did.01:17CustomerI'll But definitely just update them and not sure what to do next. Thank you.\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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}