========================================
📞 Retell Post-Call Webhook
🕒 2026-03-16 14:05:35
----------------------------------------
RAW:
{"event":"call_analyzed","call":{"call_id":"call_7f713fe7fba041530b6ef1d6f08","call_type":"phone_call","agent_id":"agent_e28fce9dc8aa168cccde638a64","agent_version":4,"agent_name":"NPI APX","retell_llm_dynamic_variables":{"first_name":"Gil","last_name":"Test","full_name":"Gil Test","contact_id":"31090","email":"g@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"AST","bloc_notes_ac":"2026 Jan 27 contact want to renew and sent the email1\n2026/01/30 voice mail\n2026 Feb 05 - Agent called contact about lapsed Associate membership, requested to ask questions about membership experience\n2026 Feb 05 - contact on sick leave, satisfied (4/5) but declined renewal twice\n2026 Feb 05 - Contact declined renewal as company became member\n2026 Feb 05 - Contact did not renew individual membership because company Direct Objective became organization member, rated satisfaction 4/5, survey completed\n2026 Feb 05 - Contact not interested in renewing, refused to provide reason\n2026 Feb 05 - contact no longer in payroll, did not renew membership, completed exit survey, satisfaction rating 4/5\n2026 Feb 05 - Contact agreed to renew membership\n2026 Feb 05 - Contact forgot to renew membership, expressed eagerness to renew, agent sent renewal application email to g@directobjective.ca, contact confirmed receipt and ready to proceed with renewal\n2026 Feb 10 - agent Ellen initiated contact with Gil, introduced herself but conversation was interrupted/incomplete\n2026 Feb 10 Gil not available and contact did not know when he would be available 1\n2026 Feb 10 - attempted to reach Gil, not available, no callback time provided\n2026 Feb 10 - Contact declined renewal, stated membership didn't provide enough value, didn't use it enough, satisfaction rated 4/5\n2026 Feb 10 - Contact's membership lapsed, didn't use enough, no money to renew now but requested and received renewal info email\n2026 Feb 10 contact want to renew and sent the email 1\n2026 Feb 10 - contact requested email instead of phone discussion, renewal info sent to g@directobjective.ca, declined survey due to time constraints\n2026 Feb 11 Gil unavailable, no callback time provided 1\n2026 Feb 11 Gil is not available, call back later 1\n2026 Feb 11 - Gil unavailable, no callback time provided\n2026 Feb 11 - Contact initially wanted to renew membership but declined after stating did not receive expected value\n2026 Feb 11 - Contact declined membership renewal, cited fee not worth benefits, satisfaction rated 3/5\n2026 Feb 11 - Contact Gil discussed lapsed membership, joined for career advancement, didn't renew due to fee vs benefits concern, rated satisfaction 3/5, call ended during demographic question\n2026 Feb 11 - Contact completed membership survey, expressed interest in renewal, requested and received application email\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 - Contact expressed dissatisfaction with service quality but agreed to renew membership; application form sent\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 contact want to renew and sent the email\n2026 Feb 12 contact declined to renew because retiring soon 1\n2026 Feb 12 contact is about to retire and membership will not be renewed\n2026 Feb 12 contact retiring in a few months and not sure if need it1\n2026 Feb 12 contact will call back later bye 1\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 contact forgot to renew and agent sent the email\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 - contact forgot to renew, agent sent renewal application via email, contact confirmed receipt and agreed to renew\n2026 Feb 12 - Contact forgot to renew membership, agent sent renewal application email, contact confirmed receipt and completed satisfaction survey (rated 5/5)\n2026 Feb 12 contact declined renewal because benefits are not useful 1\n2026 Feb 12 contact declined renewal because the fee wasn't worth the benefits 1\n2026 Feb 13 contact wants to renew and sent the email\n2026 Feb 13 - Contact Gil agreed to renew lapsed Associate membership after completing satisfaction survey (rated 4/5, joined to advance career). Application email sent to g@directobjective.ca after initial delivery issue resolved.\n2026 Feb 13 - Contact forgot to renew, sent renewal email, declined renewal due to no longer working in payroll\n2026 Feb 13 - Contact refused to renew due to dissatisfaction with service\n2026 Feb 13 contact declined renewal due to service issue 1\n2026 Feb 13 - Contact forgot to renew, initially agreed to renew but declined email application\n2026 Feb 13 contact want to renew and sent the email\n2026 Feb 13 - contact explained company has organization membership, no individual renewal needed, started survey\n2026 Feb 13 contact want to renew and sent the email1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 scheduled a call back on Monday at 1pm 1\n2026 Feb 13 - Agent called for Jacques, initially unavailable but then connected\n2026 Feb 13 contact said he is about to retire and does not want to renew his membership 1\n2026 Feb 13 contact not interested to renew because he doesn't work in payroll anymore 1\n2026 Feb 13 agent called Jacques about NPI membership, but the information was outdated. Jacques answered one question but declined to continue and ended the call.1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 - Contact not available initially, later spoke with Jacques who is retiring and not renewing membership.\n2026 Feb 16 contact initially declined renewal due to fee, but later agreed and application form sent.1\n2026 Feb 16 contact forgot to renew and sent the email1\n2026 Feb 16 - Contact agreed to renew membership and application form sent\n2026 Feb 16 - Contact forgot to renew membership, agent sent application form via email, completed survey (initial value: advancing career, satisfaction: 3/5, age: 61+)\n2026 Feb 16 - Contact initially declined renewal due to poor service experience with unknowledgeable info line staff, but agreed to renew after discussing membership fee of $315 plus taxes and agent acknowledged the service issue\n2026 Feb 16 contact agreed to renew and agent sent the application form1\n2026 Feb 16 contact forgot to renew and agent sent the renewal application email1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 16 - Contact forgot to renew, sent application form\n2026 Feb 16 contact want to renew and sent the email1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 17 contact forgot to renew and agent sent the renewal form 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 17 contact want to renew and sent the email\n2026 Feb 17 contact want to renew and sent the email1\n2026 Feb 17 contact declined to renew because his company became a member and he is using their benefits. agent tried to convince him to renew his individual membership, but Gil declined again 1\n2026 Feb 17 contact declined renewal because company became a member and is using their benefits1\n2026 Feb 17 contact declined to renew because their company became a member and they are using their benefits 1\n2026 Feb 17 contact agreed to sponsor his membership and renewal email sent1\n2026 Feb 17 contact decided not to renew because company became a member and he is using the benefits through the company 1\n2026 Feb 17 contact's company became a member and he is using the membership benefits through his company 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 18 - Contact wants to renew, sent application form email\n2026 Feb 18 contact want to renew and sent the email\n2026 Feb 18 - Contact unaware of expired membership, requested renewal application email\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email and answered the survey1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact don't want to renew and end the call 1\n2026 Feb 18 contact not interested in renewing membership and provided a reason 1\n2026 Feb 18 contact membership lapsed and answered survey questions 1\n2026 Feb 18 contact membership lapsed and not renew after the seminar1\n2026 Feb 19 contact declined to renew membership because fee wasn't worth it 1\n2026 Feb 19 contact forgot to renew, sent application form, user wants to renew\n2026 Feb 19 - Contact declined renewal because company has organizational membership; noted organization name Direct Objective.\n2026 Feb 20 - Contact temporarily out of payroll job but interested in renewing; application form sent via email; question on maternity leave forwarded for follow-up.\n2026 Feb 20 - call reached voicemail, no contact made\n2026 Feb 24 call ended early due to name confusion, no survey or renewal discussion completed\n2026 Feb 24 contact declined renewal citing lack of benefit - NPI#\n2026 Feb 24 call started, brief conversation with Alexandra, call ended abruptly\n2026 Feb 24 contact not interested in renewing membership - NPI#\n2026 Feb 24 contact prefers to be called Alex, declined to renew and ended call\n2026 Feb 24 call ended after name pronunciation clarification, no survey or renewal discussion\n2026 Feb 24 no answer from contact - NPI#\n2026 Feb 24 - Contact not interested in renewing membership and ended call quickly - NPI#\n2026 Feb 24 brief call with Gil, name pronunciation clarified, call ended early\n2026 Feb 24 call reached Gil (pronounced Gill), call ended early\n2026 Feb 25 contact too busy, wants email but survey is phone only, did not renew\n2026 Feb 26 Agent called but Gil was not available, no message left.\n2026 Feb 26 Called but Gil not available, no voicemail left.\n2026 Feb 26 voicemail reached, Gil not available\n2026 Feb 26 called, Gil not available, no message left, callback later","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-03-16T14:04:43-04:00","paid_thru":""},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_7f713fe7fba041530b6ef1d6f08","X-RetellAI-SipTraceId":"call_7f713fe7fba041530b6ef1d6f08","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.122;lr>"},"call_status":"ended","start_timestamp":1773684312393,"end_timestamp":1773684329704,"duration_ms":17311,"transcript":"Agent: Hello, \nUser: Hello? \nAgent: may I please speak with Gil?\nUser: Gil is not available right now. \nAgent: When do you think would be the best date and time to reach Gil?\nUser: I don't know. \nAgent: No worries, I'll call back later. Goodbye.\n","transcript_object":[{"role":"agent","content":"Hello, ","words":[{"word":"Hello, ","start":1.327708251953125,"end":1.6175634765625}],"metadata":{"response_id":0}},{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":1.706,"end":2.026}]},{"role":"agent","content":"may I please speak with Gil?","words":[{"word":"may ","start":1.6175634765625,"end":1.90741845703125},{"word":"I ","start":1.90741845703125,"end":2.1972734375},{"word":"please ","start":2.1972734375,"end":2.487128662109375},{"word":"speak ","start":2.487128662109375,"end":2.776983642578125},{"word":"with ","start":2.776983642578125,"end":3.0668388671875},{"word":"Gil?","start":2.988353271484375,"end":3.278208251953125}],"metadata":{"response_id":0}},{"role":"user","content":"Gil is not available right now. ","words":[{"word":"Gil ","start":4.866,"end":5.186},{"word":"is ","start":5.186,"end":5.4259996},{"word":"not ","start":5.4259996,"end":5.585999999999999},{"word":"available ","start":5.585999999999999,"end":5.986},{"word":"right ","start":5.986,"end":6.226},{"word":"now. ","start":6.226,"end":6.3859997}]},{"role":"agent","content":"When do you think would be the best date and time to reach Gil?","words":[{"word":"When ","start":8.635708251953124,"end":8.9255634765625},{"word":"do ","start":8.9255634765625,"end":9.21541845703125},{"word":"you ","start":9.21541845703125,"end":9.5052734375},{"word":"think ","start":9.5052734375,"end":9.795128662109375},{"word":"would ","start":9.795128662109375,"end":10.084983642578125},{"word":"be ","start":10.084983642578125,"end":10.3748388671875},{"word":"the ","start":10.3748388671875,"end":10.66469384765625},{"word":"best ","start":10.66469384765625,"end":10.954548828125},{"word":"date ","start":10.7026865234375,"end":10.992541748046875},{"word":"and ","start":10.7026865234375,"end":10.992541748046875},{"word":"time ","start":10.7026865234375,"end":10.992541748046875},{"word":"to ","start":10.7026865234375,"end":10.992541748046875},{"word":"reach ","start":10.7026865234375,"end":10.992541748046875},{"word":"Gil?","start":10.7026865234375,"end":10.992541748046875}],"metadata":{"response_id":1}},{"role":"user","content":"I don't know. ","words":[{"word":"I ","start":12.426,"end":12.746},{"word":"don't ","start":12.746,"end":12.986},{"word":"know. ","start":12.986,"end":13.065999999999999}]},{"role":"agent","content":"No worries, I'll call back later. Goodbye.","words":[{"word":"No ","start":15.058708251953124,"end":15.3485634765625},{"word":"worries, ","start":15.3485634765625,"end":15.63841845703125},{"word":"I'll ","start":15.63841845703125,"end":15.9282734375},{"word":"call ","start":15.9282734375,"end":16.218128662109375},{"word":"back ","start":16.218128662109375,"end":16.507983642578125},{"word":"later. ","start":16.2549365234375,"end":16.544791748046876},{"word":"Goodbye.","start":16.544791748046876,"end":16.834646728515626}],"metadata":{"response_id":2}}],"transcript_with_tool_calls":[{"role":"agent","content":"Hello, ","words":[{"word":"Hello, ","start":1.327708251953125,"end":1.6175634765625}],"metadata":{"response_id":0}},{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":1.706,"end":2.026}]},{"role":"agent","content":"may I please speak with Gil?","words":[{"word":"may ","start":1.6175634765625,"end":1.90741845703125},{"word":"I ","start":1.90741845703125,"end":2.1972734375},{"word":"please ","start":2.1972734375,"end":2.487128662109375},{"word":"speak ","start":2.487128662109375,"end":2.776983642578125},{"word":"with ","start":2.776983642578125,"end":3.0668388671875},{"word":"Gil?","start":2.988353271484375,"end":3.278208251953125}],"metadata":{"response_id":0}},{"role":"user","content":"Gil is not available right now. ","words":[{"word":"Gil ","start":4.866,"end":5.186},{"word":"is ","start":5.186,"end":5.4259996},{"word":"not ","start":5.4259996,"end":5.585999999999999},{"word":"available ","start":5.585999999999999,"end":5.986},{"word":"right ","start":5.986,"end":6.226},{"word":"now. ","start":6.226,"end":6.3859997}]},{"role":"agent","content":"When do you think would be the best date and time to reach Gil?","words":[{"word":"When ","start":8.635708251953124,"end":8.9255634765625},{"word":"do ","start":8.9255634765625,"end":9.21541845703125},{"word":"you ","start":9.21541845703125,"end":9.5052734375},{"word":"think ","start":9.5052734375,"end":9.795128662109375},{"word":"would ","start":9.795128662109375,"end":10.084983642578125},{"word":"be ","start":10.084983642578125,"end":10.3748388671875},{"word":"the ","start":10.3748388671875,"end":10.66469384765625},{"word":"best ","start":10.66469384765625,"end":10.954548828125},{"word":"date ","start":10.7026865234375,"end":10.992541748046875},{"word":"and ","start":10.7026865234375,"end":10.992541748046875},{"word":"time ","start":10.7026865234375,"end":10.992541748046875},{"word":"to ","start":10.7026865234375,"end":10.992541748046875},{"word":"reach ","start":10.7026865234375,"end":10.992541748046875},{"word":"Gil?","start":10.7026865234375,"end":10.992541748046875}],"metadata":{"response_id":1}},{"role":"user","content":"I don't know. ","words":[{"word":"I ","start":12.426,"end":12.746},{"word":"don't ","start":12.746,"end":12.986},{"word":"know. ","start":12.986,"end":13.065999999999999}]},{"role":"agent","content":"No worries, I'll call back later. Goodbye.","words":[{"word":"No ","start":15.058708251953124,"end":15.3485634765625},{"word":"worries, ","start":15.3485634765625,"end":15.63841845703125},{"word":"I'll ","start":15.63841845703125,"end":15.9282734375},{"word":"call ","start":15.9282734375,"end":16.218128662109375},{"word":"back ","start":16.218128662109375,"end":16.507983642578125},{"word":"later. ","start":16.2549365234375,"end":16.544791748046876},{"word":"Goodbye.","start":16.544791748046876,"end":16.834646728515626}],"metadata":{"response_id":2}},{"role":"tool_call_invocation","tool_call_id":"734aa11877a2a809","name":"end_call","arguments":"{\"execution_message\":\"No worries, I'll call back later. Goodbye.\"}","time_sec":17.307,"type":"end_call"}],"knowledge_base_retrieved_contents_url":"https://dxc03zgurdly9.cloudfront.net/f32c9250561df63a4fe192bff76a1ad3388d9fa6ae0c16bd892dc751c9e386fb/knowledge_base_retrieved_contents.json","recording_url":"https://dxc03zgurdly9.cloudfront.net/f32c9250561df63a4fe192bff76a1ad3388d9fa6ae0c16bd892dc751c9e386fb/recording.wav","recording_multi_channel_url":"https://dxc03zgurdly9.cloudfront.net/f32c9250561df63a4fe192bff76a1ad3388d9fa6ae0c16bd892dc751c9e386fb/recording_multichannel.wav","public_log_url":"https://dxc03zgurdly9.cloudfront.net/f32c9250561df63a4fe192bff76a1ad3388d9fa6ae0c16bd892dc751c9e386fb/public.log","disconnection_reason":"agent_hangup","latency":{"llm":{"p50":761,"p90":762.6,"p95":762.8,"p99":762.96,"min":643,"max":763,"num":3,"values":[763,643,761]},"e2e":{"p50":2013.0001220703125,"p90":2078.6002197265625,"p95":2086.8002319335938,"p99":2093.360241699219,"min":1931,"max":2095.000244140625,"num":2,"values":[2095.000244140625,1931]},"tts":{"p50":483,"p90":712.5999999999999,"p95":741.3,"p99":764.26,"min":421,"max":770,"num":3,"values":[483,770,421]},"knowledge_base":{"p50":70,"p90":77.2,"p95":78.1,"p99":78.82,"min":58,"max":79,"num":3,"values":[58,70,79]},"asr":{"p50":25,"p90":39.00012000000151,"p95":49.50026000000115,"p99":57.90037200000087,"min":10,"max":60.00040000000081,"num":8,"values":[10,20,20,19.99999999999909,30.00000000000091,30,60.00040000000081,30.00000000000182]}},"call_cost":{"product_costs":[{"product":"retell_voice_engine","unit_price":0.0916667,"cost":1.65},{"product":"minimax_tts_new","unit_price":0.025,"cost":0.45},{"product":"gpt_4_1_high_priority","unit_price":0.1125,"cost":2.025},{"product":"llm_token_surcharge","cost":1.5},{"product":"knowledge_base_usage","unit_price":0.0083333,"cost":0.15}],"total_duration_seconds":18,"total_duration_unit_price":0.3208333,"combined_cost":5.775},"call_analysis":{"call_summary":"The agent called to speak with Gil but was informed that Gil was not available. The agent asked for a suitable callback time, but the user did not provide one, so the agent ended the call and planned to call back later.","in_voicemail":false,"user_sentiment":"Neutral","call_successful":false,"custom_analysis_data":{"Mini-NPS":"3","int_code":"03","bloc_notes":"2026 Mar 16 contact not available, no callback time provided","call_summary_title":"Contact Not Available - No Callback Time","Human Reached":true,"Human or not":"Yes","Call answered":true,"Call Flow Completion Rate":"70%. Official opening was not fully delivered, no survey questions asked, valid outcome assigned, approved closing spoken.","Official Opening Gate Accuracy":"100%. Official opening was spoken only after confirming the contact was Gil's representative and not a gatekeeper.","Survey Order Integrity Score":"100%. No survey questions were asked, so no order violations occurred.","Skip Logic Accuracy":"100%. The call logically ended after no callback time was provided, no survey or email sent.","Verbatim Survey Compliance":"0%. No survey questions were asked.","Mandatory Phrase Detection":"0%. Required phrases for survey and closing were not present.","Debug Analytical Variables":"Call Flow Completion Rate is 70% because the official opening was not fully delivered (-20%), no survey questions were asked (-25%), but a valid outcome was assigned (+5%) and approved closing was spoken (+5%). Official Opening Gate Accuracy is 100% because the agent confirmed speaking to a human and did not speak the official opening to a gatekeeper. Survey Order Integrity Score is 100% as no survey questions were asked, so no order violations. Skip Logic Accuracy is 100% because the call ended logically after no callback time was provided and no further steps were taken. Verbatim Survey Compliance and Mandatory Phrase Detection are 0% as no survey or required phrases were present.","IVR_detector":"No","call_sequence":"Not reached","testimonial":"","Renewal_Refusal_reasons":""}},"data_storage_setting":"everything","llm_token_usage":{"values":[6063,6296,6225],"average":6194.666666666667,"num_requests":3},"tool_calls":[{"tool_call_id":"734aa11877a2a809","name":"end_call","type":"end_call","start_time_sec":17.307}],"from_number":"+14375242727","to_number":"+15144313257","direction":"outbound"},"event_timestamp":1773684336216}
----------------------------------------
EVENT: call_analyzed
CONTACT ID: 31090
CALL ID: call_7f713fe7fba041530b6ef1d6f08
EMAIL2 (collected): NULL
FIELD 310 → HTTP 200
{"contacts":[{"cdate":"2025-03-10T09:43:48-05:00","email":"g@directobjective.ca","phone":"5144313257","firstName":"Gil","lastName":"Test","orgid":"7500","orgname":"Direct Objective Consulting","segmentio_id":"","bounced_hard":"0","bounced_soft":"0","bounced_date":null,"ip":"757910050","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"260","rating_tstamp":"2026-02-23","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-03-16T13:04:52-05:00","udate":"2026-03-16T13:05:36-05:00","edate":"2026-03-16T13:00:49-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-03-16 13:05:36","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-03-16 13:05:36","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-02-23 08:11:46","last_mpp_open_date":null,"best_send_hour":"0","links":{"bounceLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/bounceLogs","contactAutomations":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactAutomations?limit=2500&orders%5Blastdate%5D=DESC","contactData":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactData","contactGoals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactGoals","contactLists":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLists","contactLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLogs","contactTags":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactTags","contactDeals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactDeals","deals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/deals","fieldValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/fieldValues","geoIps":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/geoIps","notes":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/notes","organization":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/organization","plusAppend":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/plusAppend","trackingLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/trackingLogs","scoreValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/scoreValues","accountContacts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/accountContacts","automationEntryCounts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/automationEntryCounts"},"id":"31090","organization":"7500"}],"fieldValue":{"contact":"31090","field":"310","value":"The agent called to speak with Gil but was informed that Gil was not available. The agent asked for a suitable callback time, but the user did not provide one, so the agent ended the call and planned to call back later.","cdate":"2026-01-21T16:07:22-06:00","udate":"2026-03-16T13:05:36-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/972590\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/972590\/field"},"owner":"31090","id":"972590"}}
FIELD 311 → HTTP 200
{"contacts":[{"cdate":"2025-03-10T09:43:48-05:00","email":"g@directobjective.ca","phone":"5144313257","firstName":"Gil","lastName":"Test","orgid":"7500","orgname":"Direct Objective Consulting","segmentio_id":"","bounced_hard":"0","bounced_soft":"0","bounced_date":null,"ip":"757910050","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"260","rating_tstamp":"2026-02-23","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-03-16T13:04:52-05:00","udate":"2026-03-16T13:05:37-05:00","edate":"2026-03-16T13:00:49-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-03-16 13:05:37","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-03-16 13:05:37","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-02-23 08:11:46","last_mpp_open_date":null,"best_send_hour":"0","links":{"bounceLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/bounceLogs","contactAutomations":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactAutomations?limit=2500&orders%5Blastdate%5D=DESC","contactData":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactData","contactGoals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactGoals","contactLists":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLists","contactLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLogs","contactTags":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactTags","contactDeals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactDeals","deals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/deals","fieldValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/fieldValues","geoIps":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/geoIps","notes":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/notes","organization":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/organization","plusAppend":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/plusAppend","trackingLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/trackingLogs","scoreValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/scoreValues","accountContacts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/accountContacts","automationEntryCounts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/automationEntryCounts"},"id":"31090","organization":"7500"}],"fieldValue":{"contact":"31090","field":"311","value":"Contact Not Available - No Callback Time","cdate":"2026-01-21T16:07:23-06:00","udate":"2026-03-16T13:05:37-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/972591\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/972591\/field"},"owner":"31090","id":"972591"}}
FIELD 33 → HTTP 200
{"contacts":[{"cdate":"2025-03-10T09:43:48-05:00","email":"g@directobjective.ca","phone":"5144313257","firstName":"Gil","lastName":"Test","orgid":"7500","orgname":"Direct Objective Consulting","segmentio_id":"","bounced_hard":"0","bounced_soft":"0","bounced_date":null,"ip":"757910050","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"260","rating_tstamp":"2026-02-23","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-03-16T13:04:52-05:00","udate":"2026-03-16T13:05:37-05:00","edate":"2026-03-16T13:00:49-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-03-16 13:05:37","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-03-16 13:05:37","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-02-23 08:11:46","last_mpp_open_date":null,"best_send_hour":"0","links":{"bounceLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/bounceLogs","contactAutomations":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactAutomations?limit=2500&orders%5Blastdate%5D=DESC","contactData":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactData","contactGoals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactGoals","contactLists":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLists","contactLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLogs","contactTags":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactTags","contactDeals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactDeals","deals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/deals","fieldValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/fieldValues","geoIps":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/geoIps","notes":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/notes","organization":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/organization","plusAppend":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/plusAppend","trackingLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/trackingLogs","scoreValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/scoreValues","accountContacts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/accountContacts","automationEntryCounts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/automationEntryCounts"},"id":"31090","organization":"7500"}],"fieldValue":{"contact":"31090","field":"33","value":"2026 Jan 27 contact want to renew and sent the email1\n2026\/01\/30 voice mail\n2026 Feb 05 - Agent called contact about lapsed Associate membership, requested to ask questions about membership experience\n2026 Feb 05 - contact on sick leave, satisfied (4\/5) but declined renewal twice\n2026 Feb 05 - Contact declined renewal as company became member\n2026 Feb 05 - Contact did not renew individual membership because company Direct Objective became organization member, rated satisfaction 4\/5, survey completed\n2026 Feb 05 - Contact not interested in renewing, refused to provide reason\n2026 Feb 05 - contact no longer in payroll, did not renew membership, completed exit survey, satisfaction rating 4\/5\n2026 Feb 05 - Contact agreed to renew membership\n2026 Feb 05 - Contact forgot to renew membership, expressed eagerness to renew, agent sent renewal application email to g@directobjective.ca, contact confirmed receipt and ready to proceed with renewal\n2026 Feb 10 - agent Ellen initiated contact with Gil, introduced herself but conversation was interrupted\/incomplete\n2026 Feb 10 Gil not available and contact did not know when he would be available 1\n2026 Feb 10 - attempted to reach Gil, not available, no callback time provided\n2026 Feb 10 - Contact declined renewal, stated membership didn't provide enough value, didn't use it enough, satisfaction rated 4\/5\n2026 Feb 10 - Contact's membership lapsed, didn't use enough, no money to renew now but requested and received renewal info email\n2026 Feb 10 contact want to renew and sent the email 1\n2026 Feb 10 - contact requested email instead of phone discussion, renewal info sent to g@directobjective.ca, declined survey due to time constraints\n2026 Feb 11 Gil unavailable, no callback time provided 1\n2026 Feb 11 Gil is not available, call back later 1\n2026 Feb 11 - Gil unavailable, no callback time provided\n2026 Feb 11 - Contact initially wanted to renew membership but declined after stating did not receive expected value\n2026 Feb 11 - Contact declined membership renewal, cited fee not worth benefits, satisfaction rated 3\/5\n2026 Feb 11 - Contact Gil discussed lapsed membership, joined for career advancement, didn't renew due to fee vs benefits concern, rated satisfaction 3\/5, call ended during demographic question\n2026 Feb 11 - Contact completed membership survey, expressed interest in renewal, requested and received application email\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 - Contact expressed dissatisfaction with service quality but agreed to renew membership; application form sent\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 contact want to renew and sent the email\n2026 Feb 12 contact declined to renew because retiring soon 1\n2026 Feb 12 contact is about to retire and membership will not be renewed\n2026 Feb 12 contact retiring in a few months and not sure if need it1\n2026 Feb 12 contact will call back later bye 1\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 contact forgot to renew and agent sent the email\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 - contact forgot to renew, agent sent renewal application via email, contact confirmed receipt and agreed to renew\n2026 Feb 12 - Contact forgot to renew membership, agent sent renewal application email, contact confirmed receipt and completed satisfaction survey (rated 5\/5)\n2026 Feb 12 contact declined renewal because benefits are not useful 1\n2026 Feb 12 contact declined renewal because the fee wasn't worth the benefits 1\n2026 Feb 13 contact wants to renew and sent the email\n2026 Feb 13 - Contact Gil agreed to renew lapsed Associate membership after completing satisfaction survey (rated 4\/5, joined to advance career). Application email sent to g@directobjective.ca after initial delivery issue resolved.\n2026 Feb 13 - Contact forgot to renew, sent renewal email, declined renewal due to no longer working in payroll\n2026 Feb 13 - Contact refused to renew due to dissatisfaction with service\n2026 Feb 13 contact declined renewal due to service issue 1\n2026 Feb 13 - Contact forgot to renew, initially agreed to renew but declined email application\n2026 Feb 13 contact want to renew and sent the email\n2026 Feb 13 - contact explained company has organization membership, no individual renewal needed, started survey\n2026 Feb 13 contact want to renew and sent the email1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 scheduled a call back on Monday at 1pm 1\n2026 Feb 13 - Agent called for Jacques, initially unavailable but then connected\n2026 Feb 13 contact said he is about to retire and does not want to renew his membership 1\n2026 Feb 13 contact not interested to renew because he doesn't work in payroll anymore 1\n2026 Feb 13 agent called Jacques about NPI membership, but the information was outdated. Jacques answered one question but declined to continue and ended the call.1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 - Contact not available initially, later spoke with Jacques who is retiring and not renewing membership.\n2026 Feb 16 contact initially declined renewal due to fee, but later agreed and application form sent.1\n2026 Feb 16 contact forgot to renew and sent the email1\n2026 Feb 16 - Contact agreed to renew membership and application form sent\n2026 Feb 16 - Contact forgot to renew membership, agent sent application form via email, completed survey (initial value: advancing career, satisfaction: 3\/5, age: 61+)\n2026 Feb 16 - Contact initially declined renewal due to poor service experience with unknowledgeable info line staff, but agreed to renew after discussing membership fee of $315 plus taxes and agent acknowledged the service issue\n2026 Feb 16 contact agreed to renew and agent sent the application form1\n2026 Feb 16 contact forgot to renew and agent sent the renewal application email1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 16 - Contact forgot to renew, sent application form\n2026 Feb 16 contact want to renew and sent the email1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 17 contact forgot to renew and agent sent the renewal form 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 17 contact want to renew and sent the email\n2026 Feb 17 contact want to renew and sent the email1\n2026 Feb 17 contact declined to renew because his company became a member and he is using their benefits. agent tried to convince him to renew his individual membership, but Gil declined again 1\n2026 Feb 17 contact declined renewal because company became a member and is using their benefits1\n2026 Feb 17 contact declined to renew because their company became a member and they are using their benefits 1\n2026 Feb 17 contact agreed to sponsor his membership and renewal email sent1\n2026 Feb 17 contact decided not to renew because company became a member and he is using the benefits through the company 1\n2026 Feb 17 contact's company became a member and he is using the membership benefits through his company 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 18 - Contact wants to renew, sent application form email\n2026 Feb 18 contact want to renew and sent the email\n2026 Feb 18 - Contact unaware of expired membership, requested renewal application email\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email and answered the survey1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact don't want to renew and end the call 1\n2026 Feb 18 contact not interested in renewing membership and provided a reason 1\n2026 Feb 18 contact membership lapsed and answered survey questions 1\n2026 Feb 18 contact membership lapsed and not renew after the seminar1\n2026 Feb 19 contact declined to renew membership because fee wasn't worth it 1\n2026 Feb 19 contact forgot to renew, sent application form, user wants to renew\n2026 Feb 19 - Contact declined renewal because company has organizational membership; noted organization name Direct Objective.\n2026 Feb 20 - Contact temporarily out of payroll job but interested in renewing; application form sent via email; question on maternity leave forwarded for follow-up.\n2026 Feb 20 - call reached voicemail, no contact made\n2026 Feb 24 call ended early due to name confusion, no survey or renewal discussion completed\n2026 Feb 24 contact declined renewal citing lack of benefit - NPI#\n2026 Feb 24 call started, brief conversation with Alexandra, call ended abruptly\n2026 Feb 24 contact not interested in renewing membership - NPI#\n2026 Feb 24 contact prefers to be called Alex, declined to renew and ended call\n2026 Feb 24 call ended after name pronunciation clarification, no survey or renewal discussion\n2026 Feb 24 no answer from contact - NPI#\n2026 Feb 24 - Contact not interested in renewing membership and ended call quickly - NPI#\n2026 Feb 24 brief call with Gil, name pronunciation clarified, call ended early\n2026 Feb 24 call reached Gil (pronounced Gill), call ended early\n2026 Feb 25 contact too busy, wants email but survey is phone only, did not renew\n2026 Feb 26 Agent called but Gil was not available, no message left.\n2026 Feb 26 Called but Gil not available, no voicemail left.\n2026 Feb 26 voicemail reached, Gil not available\n2026 Feb 26 called, Gil not available, no message left, callback later\n2026 Mar 16 contact not available, no callback time provided","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-03-16T13:05:37-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300037\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300037\/field"},"owner":"31090","id":"300037"}}
FIELD 66 → HTTP 200
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FIELD 77 → HTTP 200
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FIELD 338 → HTTP 200
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FIELD 339 → HTTP 200
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FIELD 340 → HTTP 200
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FIELD 341 → HTTP 200
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FIELD 342 → HTTP 200
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FIELD 345 → HTTP 201
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========================================

========================================
📞 Retell Post-Call Webhook
🕒 2026-03-16 14:08:14
----------------------------------------
RAW:
{"event":"call_analyzed","call":{"call_id":"call_fc510f14b37c07fe0bfef19b52d","call_type":"phone_call","agent_id":"agent_e28fce9dc8aa168cccde638a64","agent_version":4,"agent_name":"NPI APX","retell_llm_dynamic_variables":{"first_name":"Gil","last_name":"Test","full_name":"Gil Test","contact_id":"31090","email":"g@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"AST","bloc_notes_ac":"2026 Jan 27 contact want to renew and sent the email1\n2026/01/30 voice mail\n2026 Feb 05 - Agent called contact about lapsed Associate membership, requested to ask questions about membership experience\n2026 Feb 05 - contact on sick leave, satisfied (4/5) but declined renewal twice\n2026 Feb 05 - Contact declined renewal as company became member\n2026 Feb 05 - Contact did not renew individual membership because company Direct Objective became organization member, rated satisfaction 4/5, survey completed\n2026 Feb 05 - Contact not interested in renewing, refused to provide reason\n2026 Feb 05 - contact no longer in payroll, did not renew membership, completed exit survey, satisfaction rating 4/5\n2026 Feb 05 - Contact agreed to renew membership\n2026 Feb 05 - Contact forgot to renew membership, expressed eagerness to renew, agent sent renewal application email to g@directobjective.ca, contact confirmed receipt and ready to proceed with renewal\n2026 Feb 10 - agent Ellen initiated contact with Gil, introduced herself but conversation was interrupted/incomplete\n2026 Feb 10 Gil not available and contact did not know when he would be available 1\n2026 Feb 10 - attempted to reach Gil, not available, no callback time provided\n2026 Feb 10 - Contact declined renewal, stated membership didn't provide enough value, didn't use it enough, satisfaction rated 4/5\n2026 Feb 10 - Contact's membership lapsed, didn't use enough, no money to renew now but requested and received renewal info email\n2026 Feb 10 contact want to renew and sent the email 1\n2026 Feb 10 - contact requested email instead of phone discussion, renewal info sent to g@directobjective.ca, declined survey due to time constraints\n2026 Feb 11 Gil unavailable, no callback time provided 1\n2026 Feb 11 Gil is not available, call back later 1\n2026 Feb 11 - Gil unavailable, no callback time provided\n2026 Feb 11 - Contact initially wanted to renew membership but declined after stating did not receive expected value\n2026 Feb 11 - Contact declined membership renewal, cited fee not worth benefits, satisfaction rated 3/5\n2026 Feb 11 - Contact Gil discussed lapsed membership, joined for career advancement, didn't renew due to fee vs benefits concern, rated satisfaction 3/5, call ended during demographic question\n2026 Feb 11 - Contact completed membership survey, expressed interest in renewal, requested and received application email\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 - Contact expressed dissatisfaction with service quality but agreed to renew membership; application form sent\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 contact want to renew and sent the email\n2026 Feb 12 contact declined to renew because retiring soon 1\n2026 Feb 12 contact is about to retire and membership will not be renewed\n2026 Feb 12 contact retiring in a few months and not sure if need it1\n2026 Feb 12 contact will call back later bye 1\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 contact forgot to renew and agent sent the email\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 - contact forgot to renew, agent sent renewal application via email, contact confirmed receipt and agreed to renew\n2026 Feb 12 - Contact forgot to renew membership, agent sent renewal application email, contact confirmed receipt and completed satisfaction survey (rated 5/5)\n2026 Feb 12 contact declined renewal because benefits are not useful 1\n2026 Feb 12 contact declined renewal because the fee wasn't worth the benefits 1\n2026 Feb 13 contact wants to renew and sent the email\n2026 Feb 13 - Contact Gil agreed to renew lapsed Associate membership after completing satisfaction survey (rated 4/5, joined to advance career). Application email sent to g@directobjective.ca after initial delivery issue resolved.\n2026 Feb 13 - Contact forgot to renew, sent renewal email, declined renewal due to no longer working in payroll\n2026 Feb 13 - Contact refused to renew due to dissatisfaction with service\n2026 Feb 13 contact declined renewal due to service issue 1\n2026 Feb 13 - Contact forgot to renew, initially agreed to renew but declined email application\n2026 Feb 13 contact want to renew and sent the email\n2026 Feb 13 - contact explained company has organization membership, no individual renewal needed, started survey\n2026 Feb 13 contact want to renew and sent the email1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 scheduled a call back on Monday at 1pm 1\n2026 Feb 13 - Agent called for Jacques, initially unavailable but then connected\n2026 Feb 13 contact said he is about to retire and does not want to renew his membership 1\n2026 Feb 13 contact not interested to renew because he doesn't work in payroll anymore 1\n2026 Feb 13 agent called Jacques about NPI membership, but the information was outdated. Jacques answered one question but declined to continue and ended the call.1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 - Contact not available initially, later spoke with Jacques who is retiring and not renewing membership.\n2026 Feb 16 contact initially declined renewal due to fee, but later agreed and application form sent.1\n2026 Feb 16 contact forgot to renew and sent the email1\n2026 Feb 16 - Contact agreed to renew membership and application form sent\n2026 Feb 16 - Contact forgot to renew membership, agent sent application form via email, completed survey (initial value: advancing career, satisfaction: 3/5, age: 61+)\n2026 Feb 16 - Contact initially declined renewal due to poor service experience with unknowledgeable info line staff, but agreed to renew after discussing membership fee of $315 plus taxes and agent acknowledged the service issue\n2026 Feb 16 contact agreed to renew and agent sent the application form1\n2026 Feb 16 contact forgot to renew and agent sent the renewal application email1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 16 - Contact forgot to renew, sent application form\n2026 Feb 16 contact want to renew and sent the email1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 17 contact forgot to renew and agent sent the renewal form 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 17 contact want to renew and sent the email\n2026 Feb 17 contact want to renew and sent the email1\n2026 Feb 17 contact declined to renew because his company became a member and he is using their benefits. agent tried to convince him to renew his individual membership, but Gil declined again 1\n2026 Feb 17 contact declined renewal because company became a member and is using their benefits1\n2026 Feb 17 contact declined to renew because their company became a member and they are using their benefits 1\n2026 Feb 17 contact agreed to sponsor his membership and renewal email sent1\n2026 Feb 17 contact decided not to renew because company became a member and he is using the benefits through the company 1\n2026 Feb 17 contact's company became a member and he is using the membership benefits through his company 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 18 - Contact wants to renew, sent application form email\n2026 Feb 18 contact want to renew and sent the email\n2026 Feb 18 - Contact unaware of expired membership, requested renewal application email\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email and answered the survey1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact don't want to renew and end the call 1\n2026 Feb 18 contact not interested in renewing membership and provided a reason 1\n2026 Feb 18 contact membership lapsed and answered survey questions 1\n2026 Feb 18 contact membership lapsed and not renew after the seminar1\n2026 Feb 19 contact declined to renew membership because fee wasn't worth it 1\n2026 Feb 19 contact forgot to renew, sent application form, user wants to renew\n2026 Feb 19 - Contact declined renewal because company has organizational membership; noted organization name Direct Objective.\n2026 Feb 20 - Contact temporarily out of payroll job but interested in renewing; application form sent via email; question on maternity leave forwarded for follow-up.\n2026 Feb 20 - call reached voicemail, no contact made\n2026 Feb 24 call ended early due to name confusion, no survey or renewal discussion completed\n2026 Feb 24 contact declined renewal citing lack of benefit - NPI#\n2026 Feb 24 call started, brief conversation with Alexandra, call ended abruptly\n2026 Feb 24 contact not interested in renewing membership - NPI#\n2026 Feb 24 contact prefers to be called Alex, declined to renew and ended call\n2026 Feb 24 call ended after name pronunciation clarification, no survey or renewal discussion\n2026 Feb 24 no answer from contact - NPI#\n2026 Feb 24 - Contact not interested in renewing membership and ended call quickly - NPI#\n2026 Feb 24 brief call with Gil, name pronunciation clarified, call ended early\n2026 Feb 24 call reached Gil (pronounced Gill), call ended early\n2026 Feb 25 contact too busy, wants email but survey is phone only, did not renew\n2026 Feb 26 Agent called but Gil was not available, no message left.\n2026 Feb 26 Called but Gil not available, no voicemail left.\n2026 Feb 26 voicemail reached, Gil not available\n2026 Feb 26 called, Gil not available, no message left, callback later\n2026 Mar 16 contact not available, no callback time provided","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-03-16T14:05:53-04:00","paid_thru":""},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_fc510f14b37c07fe0bfef19b52d","X-RetellAI-SipTraceId":"call_fc510f14b37c07fe0bfef19b52d","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.122;lr>"},"call_status":"ended","start_timestamp":1773684369576,"end_timestamp":1773684488893,"duration_ms":119317,"transcript":"User: Hello? \nAgent: Hello, may I please speak with Gil?\nUser: Yes. This is him. \nAgent: Hello Gil. My name is Ellen, and I’m calling on behalf of the National Payroll Institute. We’re reaching out as part of our periodic member check-in to share valuable resources to help you stay up to date with your payroll tasks and maximize your membership benefits, if that’s OK.\nUser: Yeah. Go ahead. \nAgent: How are you today?\nUser: I'm good. How are you? \nAgent: I’m glad to hear you’re doing well. I’m doing well too, thank you for asking.\n\nToday, we want to draw your attention to complimentary webinars that are available on demand for you as a member. Here are just a few of the topics: Harnessing the Power of AI in Payroll, Tariffs - Impact on Payroll, and Promotions: Advancing within the Payroll Field. May I email you more information about them?\nUser: I'm sorry. What are these? \nAgent: These are free, recorded webinars offered by the National Payroll Institute. They cover important payroll topics, like using AI in payroll, understanding tariffs’ impact, and advancing your career in payroll. You can watch them anytime that’s convenient for you. Would you like me to send you an email with more details about these webinars?\nUser: Yeah. Sure. Go ahead. \nAgent: Great, thank you. May I verify that your email address is g at directobjective dot C A?\nUser: Yes. That's correct. \nAgent: Perfect. I sent you an email with all the information you need about these webinars.\n\nBy the way, I noticed your membership is set to expire soon. I want to ensure you continue to access all the benefits available to you. Many members renew early to maintain uninterrupted access to the NPI resources. The renewal will only apply at the end of your membership date. Would you like to take care of your renewal, too?\nUser: When is it set to expire? \nAgent: Unfortunately, I do not have the exact expiration date in front of me right now, but your membership is approaching its renewal period. Would you like me \n","transcript_object":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":0.776,"end":1.0959999}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.326708251953125,"end":1.6165634765625},{"word":"may ","start":1.6165634765625,"end":1.90641845703125},{"word":"I ","start":1.90641845703125,"end":2.1962734375},{"word":"please ","start":2.1962734375,"end":2.486128662109375},{"word":"speak ","start":2.486128662109375,"end":2.775983642578125},{"word":"with ","start":2.775983642578125,"end":3.0658388671875},{"word":"Gil?","start":3.0658388671875,"end":3.35569384765625}],"metadata":{"response_id":0}},{"role":"user","content":"Yes. This is him. ","words":[{"word":"Yes. ","start":5.066,"end":5.6259999999999994},{"word":"This ","start":5.6259999999999994,"end":5.7859998},{"word":"is ","start":5.7859998,"end":5.946},{"word":"him. ","start":5.946,"end":6.266}]},{"role":"agent","content":"Hello Gil. My name is Ellen, and I’m calling on behalf of the National Payroll Institute. We’re reaching out as part of our periodic member check-in to share valuable resources to help you stay up to date with your payroll tasks and maximize your membership benefits, if that’s OK.","words":[{"word":"Hello ","start":8.097708251953126,"end":8.3875634765625},{"word":"Gil.","start":8.3875634765625,"end":8.67741845703125},{"word":" My ","start":8.968458251953125,"end":9.2583134765625},{"word":"name ","start":9.2583134765625,"end":9.54816845703125},{"word":"is ","start":9.54816845703125,"end":9.8380234375},{"word":"Ellen, ","start":9.8380234375,"end":10.127878662109374},{"word":"and ","start":10.127878662109374,"end":10.417733642578124},{"word":"I’m ","start":10.417733642578124,"end":10.7075888671875},{"word":"calling ","start":10.7075888671875,"end":10.99744384765625},{"word":"on ","start":10.99744384765625,"end":11.287298828125},{"word":"behalf ","start":11.287298828125,"end":11.577154052734375},{"word":"of ","start":11.577154052734375,"end":11.867009033203125},{"word":"the ","start":11.867009033203125,"end":12.156864013671875},{"word":"National ","start":12.156864013671875,"end":12.44671923828125},{"word":"Payroll ","start":12.1964365234375,"end":12.486291748046876},{"word":"Institute.","start":12.1964365234375,"end":12.486291748046876},{"word":" We’re ","start":12.486291748046876,"end":12.776146728515625},{"word":"reaching ","start":12.776146728515625,"end":13.066001708984375},{"word":"out ","start":13.066001708984375,"end":13.35585693359375},{"word":"as ","start":13.35585693359375,"end":13.6457119140625},{"word":"part ","start":13.6457119140625,"end":13.935567138671875},{"word":"of ","start":13.935567138671875,"end":14.225422119140624},{"word":"our ","start":14.225422119140624,"end":14.515277099609374},{"word":"periodic ","start":14.515277099609374,"end":14.80513232421875},{"word":"member ","start":14.80513232421875,"end":15.0949873046875},{"word":"check-in ","start":15.0949873046875,"end":15.38484228515625},{"word":"to ","start":15.38484228515625,"end":15.674697509765625},{"word":"share ","start":15.674697509765625,"end":15.964552490234375},{"word":"valuable ","start":15.964552490234375,"end":16.25440771484375},{"word":"resources ","start":16.25440771484375,"end":16.5442626953125},{"word":"to ","start":16.5442626953125,"end":16.83411767578125},{"word":"help ","start":16.83411767578125,"end":17.123972900390626},{"word":"you ","start":17.123972900390626,"end":17.413827880859376},{"word":"stay ","start":17.413827880859376,"end":17.703682861328126},{"word":"up ","start":17.703682861328126,"end":17.9935380859375},{"word":"to ","start":17.9935380859375,"end":18.28339306640625},{"word":"date ","start":18.28339306640625,"end":18.573248291015624},{"word":"with ","start":18.573248291015624,"end":18.863103271484373},{"word":"your ","start":18.863103271484373,"end":19.152958251953127},{"word":"payroll ","start":19.152958251953127,"end":19.4428134765625},{"word":"tasks ","start":19.4428134765625,"end":19.73266845703125},{"word":"and ","start":19.73266845703125,"end":20.0225234375},{"word":"maximize ","start":20.0225234375,"end":20.312378662109374},{"word":"your ","start":20.312378662109374,"end":20.602233642578124},{"word":"membership ","start":20.5208115234375,"end":20.810666748046874},{"word":"benefits, ","start":20.5208115234375,"end":20.810666748046874},{"word":"if ","start":20.5208115234375,"end":20.810666748046874},{"word":"that’s ","start":20.5208115234375,"end":20.810666748046874},{"word":"OK.","start":20.5208115234375,"end":20.810666748046874}],"metadata":{"response_id":3}},{"role":"user","content":"Yeah. Go ahead. ","words":[{"word":"Yeah. ","start":22.386,"end":22.706},{"word":"Go ","start":22.706,"end":22.946},{"word":"ahead. ","start":22.946,"end":23.105999999999998}]},{"role":"agent","content":"How are you today?","words":[{"word":"How ","start":24.886708251953124,"end":25.1765634765625},{"word":"are ","start":25.1765634765625,"end":25.46641845703125},{"word":"you ","start":25.44439501953125,"end":25.73425},{"word":"today?","start":25.44439501953125,"end":25.73425}],"metadata":{"response_id":4}},{"role":"user","content":"I'm good. How are you? ","words":[{"word":"I'm ","start":27.276,"end":27.676002},{"word":"good. ","start":27.676002,"end":27.996001},{"word":"How ","start":27.996001,"end":28.156001},{"word":"are ","start":28.156001,"end":28.236000999999998},{"word":"you? ","start":28.236000999999998,"end":28.396}]},{"role":"agent","content":"I’m glad to hear you’re doing well. I’m doing well too, thank you for asking.\n\nToday, we want to draw your attention to complimentary webinars that are available on demand for you as a member. Here are just a few of the topics: Harnessing the Power of AI in Payroll, Tariffs - Impact on Payroll, and Promotions: Advancing within the Payroll Field. May I email you more information about them?","words":[{"word":"I’m ","start":30.021708251953125,"end":30.3115634765625},{"word":"glad ","start":30.3115634765625,"end":30.60141845703125},{"word":"to ","start":30.60141845703125,"end":30.8912734375},{"word":"hear ","start":30.8912734375,"end":31.181128662109376},{"word":"you’re ","start":31.181128662109376,"end":31.470983642578126},{"word":"doing ","start":31.4036865234375,"end":31.693541748046876},{"word":"well.","start":31.4036865234375,"end":31.693541748046876},{"word":" I’m ","start":31.693541748046876,"end":31.983396728515626},{"word":"doing ","start":31.983396728515626,"end":32.273251708984375},{"word":"well ","start":32.273251708984375,"end":32.56310693359375},{"word":"too, ","start":32.56310693359375,"end":32.8529619140625},{"word":"thank ","start":32.8529619140625,"end":33.14281713867187},{"word":"you ","start":33.14281713867187,"end":33.432672119140626},{"word":"for ","start":33.226478271484375,"end":33.51633325195313},{"word":"asking.","start":33.226478271484375,"end":33.51633325195313},{"word":"\n\nToday, ","start":33.51633325195313,"end":33.8061884765625},{"word":"we ","start":33.8061884765625,"end":34.09604345703125},{"word":"want ","start":34.09604345703125,"end":34.3858984375},{"word":"to ","start":34.3858984375,"end":34.67575366210937},{"word":"draw ","start":34.67575366210937,"end":34.965608642578125},{"word":"your ","start":34.965608642578125,"end":35.2554638671875},{"word":"attention ","start":35.2554638671875,"end":35.54531884765625},{"word":"to ","start":35.54531884765625,"end":35.835173828125},{"word":"complimentary ","start":35.835173828125,"end":36.12502905273438},{"word":"webinars ","start":36.12502905273438,"end":36.41488403320312},{"word":"that ","start":36.41488403320312,"end":36.704739013671876},{"word":"are ","start":36.704739013671876,"end":36.99459423828125},{"word":"available ","start":36.99459423828125,"end":37.28444921875},{"word":"on ","start":37.28444921875,"end":37.574304443359374},{"word":"demand ","start":37.574304443359374,"end":37.86415942382813},{"word":"for ","start":37.86415942382813,"end":38.15401440429687},{"word":"you ","start":38.15401440429687,"end":38.44386962890625},{"word":"as ","start":38.44386962890625,"end":38.733724609375},{"word":"a ","start":38.6715615234375,"end":38.96141674804687},{"word":"member.","start":38.6715615234375,"end":38.96141674804687},{"word":" Here ","start":38.96141674804687,"end":39.251271728515626},{"word":"are ","start":39.251271728515626,"end":39.54112670898437},{"word":"just ","start":39.54112670898437,"end":39.83098193359375},{"word":"a ","start":39.83098193359375,"end":40.1208369140625},{"word":"few ","start":40.1208369140625,"end":40.41069213867188},{"word":"of ","start":40.41069213867188,"end":40.70054711914062},{"word":"the ","start":40.70054711914062,"end":40.990402099609376},{"word":"topics: ","start":40.990402099609376,"end":41.28025732421875},{"word":"Harnessing ","start":41.28025732421875,"end":41.5701123046875},{"word":"the ","start":41.5701123046875,"end":41.85996728515625},{"word":"Power ","start":41.85996728515625,"end":42.14982250976563},{"word":"of ","start":42.14982250976563,"end":42.439677490234374},{"word":"AI ","start":42.439677490234374,"end":42.72953271484375},{"word":"in ","start":42.72953271484375,"end":43.0193876953125},{"word":"Payroll, ","start":43.0193876953125,"end":43.30924267578125},{"word":"Tariffs ","start":43.30924267578125,"end":43.599097900390625},{"word":"- ","start":43.599097900390625,"end":43.88895288085938},{"word":"Impact ","start":43.88895288085938,"end":44.178807861328124},{"word":"on ","start":44.178807861328124,"end":44.4686630859375},{"word":"Payroll, ","start":44.4686630859375,"end":44.75851806640625},{"word":"and ","start":44.75851806640625,"end":45.04837329101562},{"word":"Promotions: ","start":45.04837329101562,"end":45.338228271484375},{"word":"Advancing ","start":45.338228271484375,"end":45.62808325195312},{"word":"within ","start":45.62808325195312,"end":45.9179384765625},{"word":"the ","start":45.9179384765625,"end":46.20779345703125},{"word":"Payroll ","start":46.20779345703125,"end":46.4976484375},{"word":"Field.","start":46.4976484375,"end":46.78750366210937},{"word":" May ","start":48.526166748046876,"end":48.81602172851562},{"word":"I ","start":48.81602172851562,"end":49.105876708984376},{"word":"email ","start":49.105876708984376,"end":49.39573193359375},{"word":"you ","start":49.39573193359375,"end":49.6855869140625},{"word":"more ","start":49.6855869140625,"end":49.97544213867187},{"word":"information ","start":49.97544213867187,"end":50.26529711914063},{"word":"about ","start":50.151978271484374,"end":50.44183325195313},{"word":"them?","start":50.151978271484374,"end":50.44183325195313}],"metadata":{"response_id":6}},{"role":"user","content":"I'm sorry. What are these? ","words":[{"word":"I'm ","start":51.776,"end":52.096000000000004},{"word":"sorry. ","start":52.096000000000004,"end":52.496},{"word":"What ","start":52.496,"end":52.736000000000004},{"word":"are ","start":52.736000000000004,"end":52.896},{"word":"these? ","start":52.896,"end":53.216}]},{"role":"agent","content":"These are free, recorded webinars offered by the National Payroll Institute. They cover important payroll topics, like using AI in payroll, understanding tariffs’ impact, and advancing your career in payroll. You can watch them anytime that’s convenient for you. 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Sure. Go ahead. ","words":[{"word":"Yeah. ","start":71.976,"end":72.456},{"word":"Sure. ","start":72.456,"end":72.616},{"word":"Go ","start":72.616,"end":72.776},{"word":"ahead. ","start":72.776,"end":72.93599999999999}]},{"role":"agent","content":"Great, thank you. May I verify that your email address is g at directobjective dot C A?","words":[{"word":"Great, ","start":74.393,"end":74.68285498046875},{"word":"thank ","start":74.68285498046875,"end":74.97271020507813},{"word":"you.","start":74.97271020507813,"end":75.26256518554688},{"word":" May ","start":75.4495,"end":75.73935498046875},{"word":"I ","start":75.73935498046875,"end":76.02921020507813},{"word":"verify ","start":76.02921020507813,"end":76.31906518554688},{"word":"that ","start":76.31906518554688,"end":76.60892041015624},{"word":"your ","start":76.60892041015624,"end":76.898775390625},{"word":"email ","start":76.898775390625,"end":77.18863037109375},{"word":"address ","start":77.18863037109375,"end":77.47848559570312},{"word":"is ","start":77.47848559570312,"end":77.76834057617188},{"word":"g ","start":77.76834057617188,"end":78.05819555664063},{"word":"at ","start":78.05819555664063,"end":78.34805078125},{"word":"directobjective ","start":78.34805078125,"end":78.63790576171876},{"word":"dot ","start":78.63790576171876,"end":78.92776098632812},{"word":"C ","start":78.92776098632812,"end":79.21761596679687},{"word":"A?","start":79.21761596679687,"end":79.50747094726563}],"metadata":{"response_id":11}},{"role":"user","content":"Yes. That's correct. ","words":[{"word":"Yes. ","start":81.48599999999999,"end":81.966},{"word":"That's ","start":81.966,"end":82.206},{"word":"correct. ","start":82.206,"end":82.36600399999999}]},{"role":"agent","content":"Perfect. I sent you an email with all the information you need about these webinars.\n\nBy the way, I noticed your membership is set to expire soon. I want to ensure you continue to access all the benefits available to you. Many members renew early to maintain uninterrupted access to the NPI resources. The renewal will only apply at the end of your membership date. 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","words":[{"word":"When ","start":107.87599999999999,"end":108.196},{"word":"is ","start":108.196,"end":108.435996},{"word":"it ","start":108.435996,"end":108.59599999999999},{"word":"set ","start":108.59599999999999,"end":108.836},{"word":"to ","start":108.836,"end":108.99598999999999},{"word":"expire? ","start":108.99598999999999,"end":109.31599}]},{"role":"agent","content":"Unfortunately, I do not have the exact expiration date in front of me right now, but your membership is approaching its renewal period. Would you like me ","words":[{"word":"Unfortunately, ","start":111.21370825195312,"end":111.5035634765625},{"word":"I ","start":111.5035634765625,"end":111.79341845703125},{"word":"do ","start":111.79341845703125,"end":112.0832734375},{"word":"not ","start":112.0832734375,"end":112.37312866210938},{"word":"have ","start":112.37312866210938,"end":112.66298364257813},{"word":"the ","start":112.66298364257813,"end":112.9528388671875},{"word":"exact ","start":112.9528388671875,"end":113.24269384765626},{"word":"expiration ","start":113.24269384765626,"end":113.532548828125},{"word":"date ","start":113.532548828125,"end":113.82240405273437},{"word":"in ","start":113.82240405273437,"end":114.11225903320313},{"word":"front ","start":114.11225903320313,"end":114.40211401367188},{"word":"of ","start":114.40211401367188,"end":114.69196923828125},{"word":"me ","start":114.69196923828125,"end":114.98182421875},{"word":"right ","start":114.98182421875,"end":115.27167944335937},{"word":"now, ","start":115.27167944335937,"end":115.56153442382812},{"word":"but ","start":115.56153442382812,"end":115.85138940429688},{"word":"your ","start":115.85138940429688,"end":116.14124462890625},{"word":"membership ","start":116.14124462890625,"end":116.431099609375},{"word":"is ","start":116.431099609375,"end":116.72095458984376},{"word":"approaching ","start":116.72095458984376,"end":117.01080981445313},{"word":"its ","start":117.01080981445313,"end":117.30066479492187},{"word":"renewal ","start":117.30066479492187,"end":117.59052001953125},{"word":"period.","start":117.56477001953125,"end":117.854625},{"word":" Would ","start":117.854625,"end":118.14447998046874},{"word":"you ","start":118.14447998046874,"end":118.43433520507813},{"word":"like ","start":118.43433520507813,"end":118.72419018554687},{"word":"me ","start":118.72419018554687,"end":119.01404541015626}],"metadata":{"response_id":13}}],"transcript_with_tool_calls":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":0.776,"end":1.0959999}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.326708251953125,"end":1.6165634765625},{"word":"may ","start":1.6165634765625,"end":1.90641845703125},{"word":"I ","start":1.90641845703125,"end":2.1962734375},{"word":"please ","start":2.1962734375,"end":2.486128662109375},{"word":"speak ","start":2.486128662109375,"end":2.775983642578125},{"word":"with ","start":2.775983642578125,"end":3.0658388671875},{"word":"Gil?","start":3.0658388671875,"end":3.35569384765625}],"metadata":{"response_id":0}},{"role":"user","content":"Yes. This is him. ","words":[{"word":"Yes. ","start":5.066,"end":5.6259999999999994},{"word":"This ","start":5.6259999999999994,"end":5.7859998},{"word":"is ","start":5.7859998,"end":5.946},{"word":"him. ","start":5.946,"end":6.266}]},{"role":"agent","content":"Hello Gil. My name is Ellen, and I’m calling on behalf of the National Payroll Institute. 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Go ahead. ","words":[{"word":"Yeah. ","start":22.386,"end":22.706},{"word":"Go ","start":22.706,"end":22.946},{"word":"ahead. ","start":22.946,"end":23.105999999999998}]},{"role":"agent","content":"How are you today?","words":[{"word":"How ","start":24.886708251953124,"end":25.1765634765625},{"word":"are ","start":25.1765634765625,"end":25.46641845703125},{"word":"you ","start":25.44439501953125,"end":25.73425},{"word":"today?","start":25.44439501953125,"end":25.73425}],"metadata":{"response_id":4}},{"role":"user","content":"I'm good. How are you? ","words":[{"word":"I'm ","start":27.276,"end":27.676002},{"word":"good. ","start":27.676002,"end":27.996001},{"word":"How ","start":27.996001,"end":28.156001},{"word":"are ","start":28.156001,"end":28.236000999999998},{"word":"you? ","start":28.236000999999998,"end":28.396}]},{"role":"agent","content":"I’m glad to hear you’re doing well. I’m doing well too, thank you for asking.\n\nToday, we want to draw your attention to complimentary webinars that are available on demand for you as a member. Here are just a few of the topics: Harnessing the Power of AI in Payroll, Tariffs - Impact on Payroll, and Promotions: Advancing within the Payroll Field. May I email you more information about them?","words":[{"word":"I’m ","start":30.021708251953125,"end":30.3115634765625},{"word":"glad ","start":30.3115634765625,"end":30.60141845703125},{"word":"to ","start":30.60141845703125,"end":30.8912734375},{"word":"hear ","start":30.8912734375,"end":31.181128662109376},{"word":"you’re ","start":31.181128662109376,"end":31.470983642578126},{"word":"doing ","start":31.4036865234375,"end":31.693541748046876},{"word":"well.","start":31.4036865234375,"end":31.693541748046876},{"word":" I’m ","start":31.693541748046876,"end":31.983396728515626},{"word":"doing ","start":31.983396728515626,"end":32.273251708984375},{"word":"well ","start":32.273251708984375,"end":32.56310693359375},{"word":"too, ","start":32.56310693359375,"end":32.8529619140625},{"word":"thank ","start":32.8529619140625,"end":33.14281713867187},{"word":"you ","start":33.14281713867187,"end":33.432672119140626},{"word":"for ","start":33.226478271484375,"end":33.51633325195313},{"word":"asking.","start":33.226478271484375,"end":33.51633325195313},{"word":"\n\nToday, ","start":33.51633325195313,"end":33.8061884765625},{"word":"we ","start":33.8061884765625,"end":34.09604345703125},{"word":"want ","start":34.09604345703125,"end":34.3858984375},{"word":"to ","start":34.3858984375,"end":34.67575366210937},{"word":"draw ","start":34.67575366210937,"end":34.965608642578125},{"word":"your ","start":34.965608642578125,"end":35.2554638671875},{"word":"attention ","start":35.2554638671875,"end":35.54531884765625},{"word":"to ","start":35.54531884765625,"end":35.835173828125},{"word":"complimentary ","start":35.835173828125,"end":36.12502905273438},{"word":"webinars ","start":36.12502905273438,"end":36.41488403320312},{"word":"that ","start":36.41488403320312,"end":36.704739013671876},{"word":"are ","start":36.704739013671876,"end":36.99459423828125},{"word":"available ","start":36.99459423828125,"end":37.28444921875},{"word":"on ","start":37.28444921875,"end":37.574304443359374},{"word":"demand ","start":37.574304443359374,"end":37.86415942382813},{"word":"for ","start":37.86415942382813,"end":38.15401440429687},{"word":"you ","start":38.15401440429687,"end":38.44386962890625},{"word":"as ","start":38.44386962890625,"end":38.733724609375},{"word":"a ","start":38.6715615234375,"end":38.96141674804687},{"word":"member.","start":38.6715615234375,"end":38.96141674804687},{"word":" Here ","start":38.96141674804687,"end":39.251271728515626},{"word":"are ","start":39.251271728515626,"end":39.54112670898437},{"word":"just ","start":39.54112670898437,"end":39.83098193359375},{"word":"a ","start":39.83098193359375,"end":40.1208369140625},{"word":"few ","start":40.1208369140625,"end":40.41069213867188},{"word":"of ","start":40.41069213867188,"end":40.70054711914062},{"word":"the ","start":40.70054711914062,"end":40.990402099609376},{"word":"topics: ","start":40.990402099609376,"end":41.28025732421875},{"word":"Harnessing ","start":41.28025732421875,"end":41.5701123046875},{"word":"the ","start":41.5701123046875,"end":41.85996728515625},{"word":"Power ","start":41.85996728515625,"end":42.14982250976563},{"word":"of ","start":42.14982250976563,"end":42.439677490234374},{"word":"AI ","start":42.439677490234374,"end":42.72953271484375},{"word":"in ","start":42.72953271484375,"end":43.0193876953125},{"word":"Payroll, ","start":43.0193876953125,"end":43.30924267578125},{"word":"Tariffs ","start":43.30924267578125,"end":43.599097900390625},{"word":"- ","start":43.599097900390625,"end":43.88895288085938},{"word":"Impact ","start":43.88895288085938,"end":44.178807861328124},{"word":"on ","start":44.178807861328124,"end":44.4686630859375},{"word":"Payroll, ","start":44.4686630859375,"end":44.75851806640625},{"word":"and ","start":44.75851806640625,"end":45.04837329101562},{"word":"Promotions: ","start":45.04837329101562,"end":45.338228271484375},{"word":"Advancing ","start":45.338228271484375,"end":45.62808325195312},{"word":"within ","start":45.62808325195312,"end":45.9179384765625},{"word":"the ","start":45.9179384765625,"end":46.20779345703125},{"word":"Payroll ","start":46.20779345703125,"end":46.4976484375},{"word":"Field.","start":46.4976484375,"end":46.78750366210937},{"word":" May ","start":48.526166748046876,"end":48.81602172851562},{"word":"I ","start":48.81602172851562,"end":49.105876708984376},{"word":"email ","start":49.105876708984376,"end":49.39573193359375},{"word":"you ","start":49.39573193359375,"end":49.6855869140625},{"word":"more ","start":49.6855869140625,"end":49.97544213867187},{"word":"information ","start":49.97544213867187,"end":50.26529711914063},{"word":"about ","start":50.151978271484374,"end":50.44183325195313},{"word":"them?","start":50.151978271484374,"end":50.44183325195313}],"metadata":{"response_id":6}},{"role":"user","content":"I'm sorry. What are these? ","words":[{"word":"I'm ","start":51.776,"end":52.096000000000004},{"word":"sorry. ","start":52.096000000000004,"end":52.496},{"word":"What ","start":52.496,"end":52.736000000000004},{"word":"are ","start":52.736000000000004,"end":52.896},{"word":"these? ","start":52.896,"end":53.216}]},{"role":"agent","content":"These are free, recorded webinars offered by the National Payroll Institute. They cover important payroll topics, like using AI in payroll, understanding tariffs’ impact, and advancing your career in payroll. You can watch them anytime that’s convenient for you. Would you like me to send you an email with more details about these webinars?","words":[{"word":"These ","start":55.017708251953124,"end":55.3075634765625},{"word":"are ","start":55.3075634765625,"end":55.59741845703125},{"word":"free, ","start":55.59741845703125,"end":55.8872734375},{"word":"recorded ","start":55.8872734375,"end":56.177128662109375},{"word":"webinars ","start":56.177128662109375,"end":56.46698364257813},{"word":"offered ","start":56.46698364257813,"end":56.7568388671875},{"word":"by ","start":56.7568388671875,"end":57.04669384765625},{"word":"the ","start":57.04669384765625,"end":57.336548828125},{"word":"National ","start":57.336548828125,"end":57.62640405273437},{"word":"Payroll ","start":57.62640405273437,"end":57.916259033203126},{"word":"Institute.","start":57.916259033203126,"end":58.20611401367187},{"word":" They ","start":58.83741674804688,"end":59.12727172851562},{"word":"cover ","start":59.12727172851562,"end":59.41712670898438},{"word":"important ","start":59.41712670898438,"end":59.70698193359375},{"word":"payroll ","start":59.70698193359375,"end":59.9968369140625},{"word":"topics, ","start":59.9968369140625,"end":60.286692138671874},{"word":"like ","start":60.286692138671874,"end":60.57654711914063},{"word":"using ","start":60.57654711914063,"end":60.866402099609374},{"word":"AI ","start":60.866402099609374,"end":61.15625732421875},{"word":"in ","start":61.15625732421875,"end":61.4461123046875},{"word":"payroll, ","start":61.4461123046875,"end":61.73596728515625},{"word":"understanding ","start":61.73596728515625,"end":62.025822509765625},{"word":"tariffs’ ","start":62.025822509765625,"end":62.31567749023438},{"word":"impact, ","start":62.31567749023438,"end":62.60553271484375},{"word":"and ","start":62.60553271484375,"end":62.8953876953125},{"word":"advancing ","start":62.8953876953125,"end":63.18524267578125},{"word":"your ","start":63.18524267578125,"end":63.47509790039062},{"word":"career ","start":63.47509790039062,"end":63.764952880859376},{"word":"in ","start":63.764952880859376,"end":64.05480786132813},{"word":"payroll.","start":64.05480786132813,"end":64.3446630859375},{"word":" You ","start":65.38545825195312,"end":65.6753134765625},{"word":"can ","start":65.6753134765625,"end":65.96516845703125},{"word":"watch ","start":65.96516845703125,"end":66.2550234375},{"word":"them ","start":66.2550234375,"end":66.54487866210937},{"word":"anytime ","start":66.54487866210937,"end":66.83473364257813},{"word":"that’s ","start":66.83473364257813,"end":67.1245888671875},{"word":"convenient ","start":67.1245888671875,"end":67.41444384765624},{"word":"for ","start":67.13897827148438,"end":67.42883325195312},{"word":"you.","start":67.13897827148438,"end":67.42883325195312},{"word":" Would ","start":67.42883325195312,"end":67.7186884765625},{"word":"you ","start":67.7186884765625,"end":68.00854345703125},{"word":"like ","start":68.00854345703125,"end":68.2983984375},{"word":"me ","start":68.2983984375,"end":68.58825366210938},{"word":"to ","start":68.58825366210938,"end":68.87810864257813},{"word":"send ","start":68.87810864257813,"end":69.1679638671875},{"word":"you ","start":69.1679638671875,"end":69.45781884765626},{"word":"an ","start":69.45781884765626,"end":69.747673828125},{"word":"email ","start":69.747673828125,"end":70.03752905273437},{"word":"with ","start":70.03752905273437,"end":70.32738403320313},{"word":"more ","start":70.32738403320313,"end":70.61723901367188},{"word":"details ","start":70.61723901367188,"end":70.90709423828125},{"word":"about ","start":70.7496865234375,"end":71.03954174804687},{"word":"these ","start":70.7496865234375,"end":71.03954174804687},{"word":"webinars?","start":70.7496865234375,"end":71.03954174804687}],"metadata":{"response_id":8}},{"role":"user","content":"Yeah. Sure. Go ahead. ","words":[{"word":"Yeah. ","start":71.976,"end":72.456},{"word":"Sure. ","start":72.456,"end":72.616},{"word":"Go ","start":72.616,"end":72.776},{"word":"ahead. ","start":72.776,"end":72.93599999999999}]},{"role":"agent","content":"Great, thank you. May I verify that your email address is g at directobjective dot C A?","words":[{"word":"Great, ","start":74.393,"end":74.68285498046875},{"word":"thank ","start":74.68285498046875,"end":74.97271020507813},{"word":"you.","start":74.97271020507813,"end":75.26256518554688},{"word":" May ","start":75.4495,"end":75.73935498046875},{"word":"I ","start":75.73935498046875,"end":76.02921020507813},{"word":"verify ","start":76.02921020507813,"end":76.31906518554688},{"word":"that ","start":76.31906518554688,"end":76.60892041015624},{"word":"your ","start":76.60892041015624,"end":76.898775390625},{"word":"email ","start":76.898775390625,"end":77.18863037109375},{"word":"address ","start":77.18863037109375,"end":77.47848559570312},{"word":"is ","start":77.47848559570312,"end":77.76834057617188},{"word":"g ","start":77.76834057617188,"end":78.05819555664063},{"word":"at ","start":78.05819555664063,"end":78.34805078125},{"word":"directobjective ","start":78.34805078125,"end":78.63790576171876},{"word":"dot ","start":78.63790576171876,"end":78.92776098632812},{"word":"C ","start":78.92776098632812,"end":79.21761596679687},{"word":"A?","start":79.21761596679687,"end":79.50747094726563}],"metadata":{"response_id":11}},{"role":"user","content":"Yes. That's correct. ","words":[{"word":"Yes. ","start":81.48599999999999,"end":81.966},{"word":"That's ","start":81.966,"end":82.206},{"word":"correct. 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I sent you an email with all the information you need about these webinars.\n\nBy the way, I noticed your membership is set to expire soon. I want to ensure you continue to access all the benefits available to you. Many members renew early to maintain uninterrupted access to the NPI resources. The renewal will only apply at the end of your membership date. 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EVENT: call_analyzed
CONTACT ID: 31090
CALL ID: call_fc510f14b37c07fe0bfef19b52d
EMAIL2 (collected): NULL
FIELD 310 → HTTP 200
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FIELD 311 → HTTP 200
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FIELD 33 → HTTP 200
{"contacts":[{"cdate":"2025-03-10T09:43:48-05:00","email":"g@directobjective.ca","phone":"5144313257","firstName":"Gil","lastName":"Test","orgid":"7500","orgname":"Direct Objective Consulting","segmentio_id":"","bounced_hard":"0","bounced_soft":"0","bounced_date":null,"ip":"757910050","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"261","rating_tstamp":"2026-02-23","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-03-16T13:07:55-05:00","udate":"2026-03-16T13:08:16-05:00","edate":"2026-03-16T13:00:49-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-03-16 13:08:16","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-03-16 13:08:16","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-02-23 08:11:46","last_mpp_open_date":null,"best_send_hour":"0","links":{"bounceLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/bounceLogs","contactAutomations":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactAutomations?limit=2500&orders%5Blastdate%5D=DESC","contactData":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactData","contactGoals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactGoals","contactLists":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLists","contactLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLogs","contactTags":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactTags","contactDeals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactDeals","deals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/deals","fieldValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/fieldValues","geoIps":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/geoIps","notes":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/notes","organization":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/organization","plusAppend":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/plusAppend","trackingLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/trackingLogs","scoreValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/scoreValues","accountContacts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/accountContacts","automationEntryCounts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/automationEntryCounts"},"id":"31090","organization":"7500"}],"fieldValue":{"contact":"31090","field":"33","value":"2026 Jan 27 contact want to renew and sent the email1\n2026\/01\/30 voice mail\n2026 Feb 05 - Agent called contact about lapsed Associate membership, requested to ask questions about membership experience\n2026 Feb 05 - contact on sick leave, satisfied (4\/5) but declined renewal twice\n2026 Feb 05 - Contact declined renewal as company became member\n2026 Feb 05 - Contact did not renew individual membership because company Direct Objective became organization member, rated satisfaction 4\/5, survey completed\n2026 Feb 05 - Contact not interested in renewing, refused to provide reason\n2026 Feb 05 - contact no longer in payroll, did not renew membership, completed exit survey, satisfaction rating 4\/5\n2026 Feb 05 - Contact agreed to renew membership\n2026 Feb 05 - Contact forgot to renew membership, expressed eagerness to renew, agent sent renewal application email to g@directobjective.ca, contact confirmed receipt and ready to proceed with renewal\n2026 Feb 10 - agent Ellen initiated contact with Gil, introduced herself but conversation was interrupted\/incomplete\n2026 Feb 10 Gil not available and contact did not know when he would be available 1\n2026 Feb 10 - attempted to reach Gil, not available, no callback time provided\n2026 Feb 10 - Contact declined renewal, stated membership didn't provide enough value, didn't use it enough, satisfaction rated 4\/5\n2026 Feb 10 - Contact's membership lapsed, didn't use enough, no money to renew now but requested and received renewal info email\n2026 Feb 10 contact want to renew and sent the email 1\n2026 Feb 10 - contact requested email instead of phone discussion, renewal info sent to g@directobjective.ca, declined survey due to time constraints\n2026 Feb 11 Gil unavailable, no callback time provided 1\n2026 Feb 11 Gil is not available, call back later 1\n2026 Feb 11 - Gil unavailable, no callback time provided\n2026 Feb 11 - Contact initially wanted to renew membership but declined after stating did not receive expected value\n2026 Feb 11 - Contact declined membership renewal, cited fee not worth benefits, satisfaction rated 3\/5\n2026 Feb 11 - Contact Gil discussed lapsed membership, joined for career advancement, didn't renew due to fee vs benefits concern, rated satisfaction 3\/5, call ended during demographic question\n2026 Feb 11 - Contact completed membership survey, expressed interest in renewal, requested and received application email\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 - Contact expressed dissatisfaction with service quality but agreed to renew membership; application form sent\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 contact want to renew and sent the email\n2026 Feb 12 contact declined to renew because retiring soon 1\n2026 Feb 12 contact is about to retire and membership will not be renewed\n2026 Feb 12 contact retiring in a few months and not sure if need it1\n2026 Feb 12 contact will call back later bye 1\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 contact forgot to renew and agent sent the email\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 - contact forgot to renew, agent sent renewal application via email, contact confirmed receipt and agreed to renew\n2026 Feb 12 - Contact forgot to renew membership, agent sent renewal application email, contact confirmed receipt and completed satisfaction survey (rated 5\/5)\n2026 Feb 12 contact declined renewal because benefits are not useful 1\n2026 Feb 12 contact declined renewal because the fee wasn't worth the benefits 1\n2026 Feb 13 contact wants to renew and sent the email\n2026 Feb 13 - Contact Gil agreed to renew lapsed Associate membership after completing satisfaction survey (rated 4\/5, joined to advance career). Application email sent to g@directobjective.ca after initial delivery issue resolved.\n2026 Feb 13 - Contact forgot to renew, sent renewal email, declined renewal due to no longer working in payroll\n2026 Feb 13 - Contact refused to renew due to dissatisfaction with service\n2026 Feb 13 contact declined renewal due to service issue 1\n2026 Feb 13 - Contact forgot to renew, initially agreed to renew but declined email application\n2026 Feb 13 contact want to renew and sent the email\n2026 Feb 13 - contact explained company has organization membership, no individual renewal needed, started survey\n2026 Feb 13 contact want to renew and sent the email1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 scheduled a call back on Monday at 1pm 1\n2026 Feb 13 - Agent called for Jacques, initially unavailable but then connected\n2026 Feb 13 contact said he is about to retire and does not want to renew his membership 1\n2026 Feb 13 contact not interested to renew because he doesn't work in payroll anymore 1\n2026 Feb 13 agent called Jacques about NPI membership, but the information was outdated. Jacques answered one question but declined to continue and ended the call.1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 - Contact not available initially, later spoke with Jacques who is retiring and not renewing membership.\n2026 Feb 16 contact initially declined renewal due to fee, but later agreed and application form sent.1\n2026 Feb 16 contact forgot to renew and sent the email1\n2026 Feb 16 - Contact agreed to renew membership and application form sent\n2026 Feb 16 - Contact forgot to renew membership, agent sent application form via email, completed survey (initial value: advancing career, satisfaction: 3\/5, age: 61+)\n2026 Feb 16 - Contact initially declined renewal due to poor service experience with unknowledgeable info line staff, but agreed to renew after discussing membership fee of $315 plus taxes and agent acknowledged the service issue\n2026 Feb 16 contact agreed to renew and agent sent the application form1\n2026 Feb 16 contact forgot to renew and agent sent the renewal application email1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 16 - Contact forgot to renew, sent application form\n2026 Feb 16 contact want to renew and sent the email1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 17 contact forgot to renew and agent sent the renewal form 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 17 contact want to renew and sent the email\n2026 Feb 17 contact want to renew and sent the email1\n2026 Feb 17 contact declined to renew because his company became a member and he is using their benefits. agent tried to convince him to renew his individual membership, but Gil declined again 1\n2026 Feb 17 contact declined renewal because company became a member and is using their benefits1\n2026 Feb 17 contact declined to renew because their company became a member and they are using their benefits 1\n2026 Feb 17 contact agreed to sponsor his membership and renewal email sent1\n2026 Feb 17 contact decided not to renew because company became a member and he is using the benefits through the company 1\n2026 Feb 17 contact's company became a member and he is using the membership benefits through his company 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 18 - Contact wants to renew, sent application form email\n2026 Feb 18 contact want to renew and sent the email\n2026 Feb 18 - Contact unaware of expired membership, requested renewal application email\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email and answered the survey1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact don't want to renew and end the call 1\n2026 Feb 18 contact not interested in renewing membership and provided a reason 1\n2026 Feb 18 contact membership lapsed and answered survey questions 1\n2026 Feb 18 contact membership lapsed and not renew after the seminar1\n2026 Feb 19 contact declined to renew membership because fee wasn't worth it 1\n2026 Feb 19 contact forgot to renew, sent application form, user wants to renew\n2026 Feb 19 - Contact declined renewal because company has organizational membership; noted organization name Direct Objective.\n2026 Feb 20 - Contact temporarily out of payroll job but interested in renewing; application form sent via email; question on maternity leave forwarded for follow-up.\n2026 Feb 20 - call reached voicemail, no contact made\n2026 Feb 24 call ended early due to name confusion, no survey or renewal discussion completed\n2026 Feb 24 contact declined renewal citing lack of benefit - NPI#\n2026 Feb 24 call started, brief conversation with Alexandra, call ended abruptly\n2026 Feb 24 contact not interested in renewing membership - NPI#\n2026 Feb 24 contact prefers to be called Alex, declined to renew and ended call\n2026 Feb 24 call ended after name pronunciation clarification, no survey or renewal discussion\n2026 Feb 24 no answer from contact - NPI#\n2026 Feb 24 - Contact not interested in renewing membership and ended call quickly - NPI#\n2026 Feb 24 brief call with Gil, name pronunciation clarified, call ended early\n2026 Feb 24 call reached Gil (pronounced Gill), call ended early\n2026 Feb 25 contact too busy, wants email but survey is phone only, did not renew\n2026 Feb 26 Agent called but Gil was not available, no message left.\n2026 Feb 26 Called but Gil not available, no voicemail left.\n2026 Feb 26 voicemail reached, Gil not available\n2026 Feb 26 called, Gil not available, no message left, callback later\n2026 Mar 16 contact not available, no callback time provided\n2026 Mar 16 contact interested in webinars and confirmed email for information; membership renewal discussed but not completed","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-03-16T13:08:16-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300037\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300037\/field"},"owner":"31090","id":"300037"}}
FIELD 66 → HTTP 200
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FIELD 77 → HTTP 200
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FIELD 338 → HTTP 200
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FIELD 339 → HTTP 200
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FIELD 340 → HTTP 200
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FIELD 341 → HTTP 200
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FIELD 342 → HTTP 200
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FIELD 345 → HTTP 200
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========================================

========================================
📞 Retell Post-Call Webhook
🕒 2026-03-16 14:15:52
----------------------------------------
RAW:
{"event":"call_analyzed","call":{"call_id":"call_1b0530f7349221a0ad3733b113d","call_type":"phone_call","agent_id":"agent_e28fce9dc8aa168cccde638a64","agent_version":5,"agent_name":"NPI APX","retell_llm_dynamic_variables":{"first_name":"Gil","last_name":"Test","full_name":"Gil Test","contact_id":"31090","email":"g@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"AST","bloc_notes_ac":"2026 Jan 27 contact want to renew and sent the email1\n2026/01/30 voice mail\n2026 Feb 05 - Agent called contact about lapsed Associate membership, requested to ask questions about membership experience\n2026 Feb 05 - contact on sick leave, satisfied (4/5) but declined renewal twice\n2026 Feb 05 - Contact declined renewal as company became member\n2026 Feb 05 - Contact did not renew individual membership because company Direct Objective became organization member, rated satisfaction 4/5, survey completed\n2026 Feb 05 - Contact not interested in renewing, refused to provide reason\n2026 Feb 05 - contact no longer in payroll, did not renew membership, completed exit survey, satisfaction rating 4/5\n2026 Feb 05 - Contact agreed to renew membership\n2026 Feb 05 - Contact forgot to renew membership, expressed eagerness to renew, agent sent renewal application email to g@directobjective.ca, contact confirmed receipt and ready to proceed with renewal\n2026 Feb 10 - agent Ellen initiated contact with Gil, introduced herself but conversation was interrupted/incomplete\n2026 Feb 10 Gil not available and contact did not know when he would be available 1\n2026 Feb 10 - attempted to reach Gil, not available, no callback time provided\n2026 Feb 10 - Contact declined renewal, stated membership didn't provide enough value, didn't use it enough, satisfaction rated 4/5\n2026 Feb 10 - Contact's membership lapsed, didn't use enough, no money to renew now but requested and received renewal info email\n2026 Feb 10 contact want to renew and sent the email 1\n2026 Feb 10 - contact requested email instead of phone discussion, renewal info sent to g@directobjective.ca, declined survey due to time constraints\n2026 Feb 11 Gil unavailable, no callback time provided 1\n2026 Feb 11 Gil is not available, call back later 1\n2026 Feb 11 - Gil unavailable, no callback time provided\n2026 Feb 11 - Contact initially wanted to renew membership but declined after stating did not receive expected value\n2026 Feb 11 - Contact declined membership renewal, cited fee not worth benefits, satisfaction rated 3/5\n2026 Feb 11 - Contact Gil discussed lapsed membership, joined for career advancement, didn't renew due to fee vs benefits concern, rated satisfaction 3/5, call ended during demographic question\n2026 Feb 11 - Contact completed membership survey, expressed interest in renewal, requested and received application email\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 - Contact expressed dissatisfaction with service quality but agreed to renew membership; application form sent\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 contact want to renew and sent the email\n2026 Feb 12 contact declined to renew because retiring soon 1\n2026 Feb 12 contact is about to retire and membership will not be renewed\n2026 Feb 12 contact retiring in a few months and not sure if need it1\n2026 Feb 12 contact will call back later bye 1\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 contact forgot to renew and agent sent the email\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 - contact forgot to renew, agent sent renewal application via email, contact confirmed receipt and agreed to renew\n2026 Feb 12 - Contact forgot to renew membership, agent sent renewal application email, contact confirmed receipt and completed satisfaction survey (rated 5/5)\n2026 Feb 12 contact declined renewal because benefits are not useful 1\n2026 Feb 12 contact declined renewal because the fee wasn't worth the benefits 1\n2026 Feb 13 contact wants to renew and sent the email\n2026 Feb 13 - Contact Gil agreed to renew lapsed Associate membership after completing satisfaction survey (rated 4/5, joined to advance career). Application email sent to g@directobjective.ca after initial delivery issue resolved.\n2026 Feb 13 - Contact forgot to renew, sent renewal email, declined renewal due to no longer working in payroll\n2026 Feb 13 - Contact refused to renew due to dissatisfaction with service\n2026 Feb 13 contact declined renewal due to service issue 1\n2026 Feb 13 - Contact forgot to renew, initially agreed to renew but declined email application\n2026 Feb 13 contact want to renew and sent the email\n2026 Feb 13 - contact explained company has organization membership, no individual renewal needed, started survey\n2026 Feb 13 contact want to renew and sent the email1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 scheduled a call back on Monday at 1pm 1\n2026 Feb 13 - Agent called for Jacques, initially unavailable but then connected\n2026 Feb 13 contact said he is about to retire and does not want to renew his membership 1\n2026 Feb 13 contact not interested to renew because he doesn't work in payroll anymore 1\n2026 Feb 13 agent called Jacques about NPI membership, but the information was outdated. Jacques answered one question but declined to continue and ended the call.1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 - Contact not available initially, later spoke with Jacques who is retiring and not renewing membership.\n2026 Feb 16 contact initially declined renewal due to fee, but later agreed and application form sent.1\n2026 Feb 16 contact forgot to renew and sent the email1\n2026 Feb 16 - Contact agreed to renew membership and application form sent\n2026 Feb 16 - Contact forgot to renew membership, agent sent application form via email, completed survey (initial value: advancing career, satisfaction: 3/5, age: 61+)\n2026 Feb 16 - Contact initially declined renewal due to poor service experience with unknowledgeable info line staff, but agreed to renew after discussing membership fee of $315 plus taxes and agent acknowledged the service issue\n2026 Feb 16 contact agreed to renew and agent sent the application form1\n2026 Feb 16 contact forgot to renew and agent sent the renewal application email1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 16 - Contact forgot to renew, sent application form\n2026 Feb 16 contact want to renew and sent the email1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 17 contact forgot to renew and agent sent the renewal form 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 17 contact want to renew and sent the email\n2026 Feb 17 contact want to renew and sent the email1\n2026 Feb 17 contact declined to renew because his company became a member and he is using their benefits. agent tried to convince him to renew his individual membership, but Gil declined again 1\n2026 Feb 17 contact declined renewal because company became a member and is using their benefits1\n2026 Feb 17 contact declined to renew because their company became a member and they are using their benefits 1\n2026 Feb 17 contact agreed to sponsor his membership and renewal email sent1\n2026 Feb 17 contact decided not to renew because company became a member and he is using the benefits through the company 1\n2026 Feb 17 contact's company became a member and he is using the membership benefits through his company 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 18 - Contact wants to renew, sent application form email\n2026 Feb 18 contact want to renew and sent the email\n2026 Feb 18 - Contact unaware of expired membership, requested renewal application email\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email and answered the survey1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact don't want to renew and end the call 1\n2026 Feb 18 contact not interested in renewing membership and provided a reason 1\n2026 Feb 18 contact membership lapsed and answered survey questions 1\n2026 Feb 18 contact membership lapsed and not renew after the seminar1\n2026 Feb 19 contact declined to renew membership because fee wasn't worth it 1\n2026 Feb 19 contact forgot to renew, sent application form, user wants to renew\n2026 Feb 19 - Contact declined renewal because company has organizational membership; noted organization name Direct Objective.\n2026 Feb 20 - Contact temporarily out of payroll job but interested in renewing; application form sent via email; question on maternity leave forwarded for follow-up.\n2026 Feb 20 - call reached voicemail, no contact made\n2026 Feb 24 call ended early due to name confusion, no survey or renewal discussion completed\n2026 Feb 24 contact declined renewal citing lack of benefit - NPI#\n2026 Feb 24 call started, brief conversation with Alexandra, call ended abruptly\n2026 Feb 24 contact not interested in renewing membership - NPI#\n2026 Feb 24 contact prefers to be called Alex, declined to renew and ended call\n2026 Feb 24 call ended after name pronunciation clarification, no survey or renewal discussion\n2026 Feb 24 no answer from contact - NPI#\n2026 Feb 24 - Contact not interested in renewing membership and ended call quickly - NPI#\n2026 Feb 24 brief call with Gil, name pronunciation clarified, call ended early\n2026 Feb 24 call reached Gil (pronounced Gill), call ended early\n2026 Feb 25 contact too busy, wants email but survey is phone only, did not renew\n2026 Feb 26 Agent called but Gil was not available, no message left.\n2026 Feb 26 Called but Gil not available, no voicemail left.\n2026 Feb 26 voicemail reached, Gil not available\n2026 Feb 26 called, Gil not available, no message left, callback later\n2026 Mar 16 contact not available, no callback time provided\n2026 Mar 16 contact interested in webinars and confirmed email for information; membership renewal discussed but not completed","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-03-16T14:12:51-04:00","paid_thru":"2026-03-31"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_1b0530f7349221a0ad3733b113d","X-RetellAI-SipTraceId":"call_1b0530f7349221a0ad3733b113d","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.123;lr>"},"call_status":"ended","start_timestamp":1773684792300,"end_timestamp":1773684946523,"duration_ms":154223,"transcript":"User: Hello? \nAgent: Hello, may I please speak with Gil?\nUser: Yes. This is him. \nAgent: Hello Gil. My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. We’re reaching out as part of our periodic member check-in to share valuable resources to help you stay up to date with your payroll tasks and maximize your membership benefits, if that’s OK.\nUser: Yeah. Sure. Go ahead. \nAgent: Thank you. How are you today?\nUser: I'm good. How are you? \nUser: you? \nAgent: I’m glad to hear you’re doing well. I’m doing well too, thank you for asking.\n\nToday, we want to draw your attention to complimentary webinars that are available on demand for you as a member. Here are just a few of the topics: Harnessing the Power of AI in Payroll, The Impact of tariffs on Payroll, and Promotions, advancing within the Payroll Field. May I email you more information about them?\nUser: Yes. Sure. \nAgent: Thank you. May I verify that your email address is g at directobjective dot C A?\nUser: That's the correct email. \nAgent: Perfect. I sent you an email with all the information you need about these webinars.\n\nBy the way, I noticed your membership is set to expire on March 31st, 2026. I want to ensure you continue to access all the benefits available to you. Many members renew early to maintain uninterrupted access to the NPI resources. The renewal will only apply at the end of your membership date. Would you like to take care of your renewal, too?\nUser: When did you say it's set to expire? \nAgent: Your membership is set to expire on March 31st, 2026.\nUser: So a few days from from now. Right? \nAgent: That’s correct. Your membership will expire in just a few days, on March 31st, 2026. Would you like me to send you an email with the renewal application form?\nUser: Yes. Sure. \nAgent: Perfect. I sent you an email with the Associate Membership application form. Once you receive the email, please complete it and submit it back to us.\n\nNow, on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied, how would you rate your overall satisfaction with your NPI membership experience?\nUser: I would say two. \nAgent: Thank you for your feedback. I appreciate your honesty.\n\nThanks for being a valued member of the National Payroll Institute. Have a great day!\nUser: Thank you. Bye. \nAgent: Thank you again. Goodbye!\n","transcript_object":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":1.145,"end":1.545}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":2.740708251953125,"end":3.0305634765625},{"word":"may ","start":3.0305634765625,"end":3.32041845703125},{"word":"I ","start":3.32041845703125,"end":3.6102734375},{"word":"please ","start":3.6102734375,"end":3.900128662109375},{"word":"speak ","start":3.900128662109375,"end":4.189983642578125},{"word":"with ","start":4.189983642578125,"end":4.4798388671875},{"word":"Gil?","start":4.34327001953125,"end":4.633125}],"metadata":{"response_id":0}},{"role":"user","content":"Yes. This is him. ","words":[{"word":"Yes. ","start":5.765000000000001,"end":6.565},{"word":"This ","start":6.565,"end":6.884999700000001},{"word":"is ","start":6.884999700000001,"end":7.045},{"word":"him. ","start":7.045,"end":7.2849998000000005}]},{"role":"agent","content":"Hello Gil. My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. We’re reaching out as part of our periodic member check-in to share valuable resources to help you stay up to date with your payroll tasks and maximize your membership benefits, if that’s OK.","words":[{"word":"Hello ","start":9.398708251953124,"end":9.6885634765625},{"word":"Gil.","start":9.6885634765625,"end":9.97841845703125},{"word":" My ","start":10.223041748046874,"end":10.512896728515624},{"word":"name ","start":10.512896728515624,"end":10.802751708984376},{"word":"is ","start":10.802751708984376,"end":11.09260693359375},{"word":"Ellen, ","start":11.09260693359375,"end":11.3824619140625},{"word":"and ","start":11.3824619140625,"end":11.672317138671875},{"word":"I’m ","start":11.672317138671875,"end":11.962172119140625},{"word":"calling ","start":11.962172119140625,"end":12.252027099609375},{"word":"on ","start":12.252027099609375,"end":12.54188232421875},{"word":"behalf ","start":12.54188232421875,"end":12.8317373046875},{"word":"of ","start":12.8317373046875,"end":13.12159228515625},{"word":"the ","start":13.12159228515625,"end":13.411447509765624},{"word":"National ","start":13.411447509765624,"end":13.701302490234376},{"word":"Payroll ","start":13.701302490234376,"end":13.99115771484375},{"word":"Institute, ","start":13.99115771484375,"end":14.2810126953125},{"word":"NPI.","start":14.0895615234375,"end":14.379416748046875},{"word":" We’re ","start":14.379416748046875,"end":14.669271728515625},{"word":"reaching ","start":14.669271728515625,"end":14.959126708984375},{"word":"out ","start":14.959126708984375,"end":15.24898193359375},{"word":"as ","start":15.24898193359375,"end":15.5388369140625},{"word":"part ","start":15.5388369140625,"end":15.828692138671874},{"word":"of ","start":15.828692138671874,"end":16.118547119140626},{"word":"our ","start":16.118547119140626,"end":16.408402099609376},{"word":"periodic ","start":16.408402099609376,"end":16.69825732421875},{"word":"member ","start":16.69825732421875,"end":16.9881123046875},{"word":"check-in ","start":16.9881123046875,"end":17.27796728515625},{"word":"to ","start":17.27796728515625,"end":17.567822509765627},{"word":"share ","start":17.567822509765627,"end":17.857677490234376},{"word":"valuable ","start":17.857677490234376,"end":18.14753271484375},{"word":"resources ","start":18.14753271484375,"end":18.4373876953125},{"word":"to ","start":18.4373876953125,"end":18.72724267578125},{"word":"help ","start":18.72724267578125,"end":19.017097900390624},{"word":"you ","start":19.017097900390624,"end":19.306952880859374},{"word":"stay ","start":19.306952880859374,"end":19.596807861328124},{"word":"up ","start":19.596807861328124,"end":19.8866630859375},{"word":"to ","start":19.8866630859375,"end":20.17651806640625},{"word":"date ","start":20.17651806640625,"end":20.466373291015625},{"word":"with ","start":20.466373291015625,"end":20.756228271484375},{"word":"your ","start":20.756228271484375,"end":21.046083251953124},{"word":"payroll ","start":21.046083251953124,"end":21.3359384765625},{"word":"tasks ","start":21.3359384765625,"end":21.62579345703125},{"word":"and ","start":21.62579345703125,"end":21.9156484375},{"word":"maximize ","start":21.9156484375,"end":22.205503662109376},{"word":"your ","start":22.205503662109376,"end":22.495358642578125},{"word":"membership ","start":22.22814501953125,"end":22.518},{"word":"benefits, ","start":22.22814501953125,"end":22.518},{"word":"if ","start":22.22814501953125,"end":22.518},{"word":"that’s ","start":22.22814501953125,"end":22.518},{"word":"OK.","start":22.22814501953125,"end":22.518}],"metadata":{"response_id":3}},{"role":"user","content":"Yeah. Sure. Go ahead. ","words":[{"word":"Yeah. ","start":23.804999,"end":24.205},{"word":"Sure. ","start":24.205,"end":24.445},{"word":"Go ","start":24.445,"end":24.604999999999997},{"word":"ahead. ","start":24.604999999999997,"end":24.685}]},{"role":"agent","content":"Thank you. How are you today?","words":[{"word":"Thank ","start":26.219708251953126,"end":26.5095634765625},{"word":"you.","start":26.5095634765625,"end":26.79941845703125},{"word":" How ","start":27.196708251953126,"end":27.4865634765625},{"word":"are ","start":27.4865634765625,"end":27.77641845703125},{"word":"you ","start":27.77641845703125,"end":28.0662734375},{"word":"today?","start":27.92852001953125,"end":28.218375}],"metadata":{"response_id":4}},{"role":"user","content":"I'm good. How are you? ","words":[{"word":"I'm ","start":29.875,"end":30.275},{"word":"good. ","start":30.275,"end":30.595},{"word":"How ","start":30.595,"end":30.755},{"word":"are ","start":30.755,"end":30.915},{"word":"you? ","start":30.915,"end":30.994999999999997}]},{"role":"user","content":"you? ","words":[{"word":"you? ","start":30.994999999999997,"end":31.154999999999998}]},{"role":"agent","content":"I’m glad to hear you’re doing well. I’m doing well too, thank you for asking.\n\nToday, we want to draw your attention to complimentary webinars that are available on demand for you as a member. Here are just a few of the topics: Harnessing the Power of AI in Payroll, The Impact of tariffs on Payroll, and Promotions, advancing within the Payroll Field. May I email you more information about them?","words":[{"word":"I’m ","start":33.69570825195313,"end":33.9855634765625},{"word":"glad ","start":33.9855634765625,"end":34.27541845703125},{"word":"to ","start":34.27541845703125,"end":34.5652734375},{"word":"hear ","start":34.5652734375,"end":34.85512866210937},{"word":"you’re ","start":34.6133115234375,"end":34.90316674804688},{"word":"doing ","start":34.6133115234375,"end":34.90316674804688},{"word":"well.","start":34.6133115234375,"end":34.90316674804688},{"word":" I’m ","start":34.90316674804688,"end":35.193021728515625},{"word":"doing ","start":35.193021728515625,"end":35.48287670898438},{"word":"well ","start":35.48287670898438,"end":35.77273193359375},{"word":"too, ","start":35.77273193359375,"end":36.0625869140625},{"word":"thank ","start":36.0625869140625,"end":36.352442138671876},{"word":"you ","start":36.352442138671876,"end":36.64229711914062},{"word":"for ","start":36.5638115234375,"end":36.85366674804688},{"word":"asking.","start":36.5638115234375,"end":36.85366674804688},{"word":"\n\nToday, ","start":36.85366674804688,"end":37.14352172851562},{"word":"we ","start":37.14352172851562,"end":37.433376708984376},{"word":"want ","start":37.433376708984376,"end":37.72323193359375},{"word":"to ","start":37.72323193359375,"end":38.0130869140625},{"word":"draw ","start":38.0130869140625,"end":38.302942138671874},{"word":"your ","start":38.302942138671874,"end":38.59279711914063},{"word":"attention ","start":38.59279711914063,"end":38.88265209960937},{"word":"to ","start":38.88265209960937,"end":39.17250732421875},{"word":"complimentary ","start":39.17250732421875,"end":39.4623623046875},{"word":"webinars ","start":39.4623623046875,"end":39.75221728515625},{"word":"that ","start":39.75221728515625,"end":40.042072509765624},{"word":"are ","start":40.042072509765624,"end":40.33192749023438},{"word":"available ","start":40.33192749023438,"end":40.62178271484375},{"word":"on ","start":40.62178271484375,"end":40.9116376953125},{"word":"demand ","start":40.9116376953125,"end":41.20149267578125},{"word":"for ","start":41.20149267578125,"end":41.49134790039062},{"word":"you ","start":41.49134790039062,"end":41.781202880859375},{"word":"as ","start":41.76510327148438,"end":42.054958251953124},{"word":"a ","start":41.76510327148438,"end":42.054958251953124},{"word":"member.","start":41.76510327148438,"end":42.054958251953124},{"word":" Here ","start":42.054958251953124,"end":42.3448134765625},{"word":"are ","start":42.3448134765625,"end":42.63466845703125},{"word":"just ","start":42.63466845703125,"end":42.9245234375},{"word":"a ","start":42.9245234375,"end":43.214378662109375},{"word":"few ","start":43.214378662109375,"end":43.50423364257812},{"word":"of ","start":43.50423364257812,"end":43.7940888671875},{"word":"the ","start":43.7940888671875,"end":44.08394384765625},{"word":"topics: ","start":44.08394384765625,"end":44.373798828125},{"word":"Harnessing ","start":44.373798828125,"end":44.66365405273437},{"word":"the ","start":44.66365405273437,"end":44.953509033203126},{"word":"Power ","start":44.953509033203126,"end":45.24336401367187},{"word":"of ","start":45.24336401367187,"end":45.53321923828125},{"word":"AI ","start":45.53321923828125,"end":45.82307421875},{"word":"in ","start":45.82307421875,"end":46.11292944335938},{"word":"Payroll, ","start":46.11292944335938,"end":46.40278442382812},{"word":"The ","start":46.40278442382812,"end":46.69263940429688},{"word":"Impact ","start":46.69263940429688,"end":46.98249462890625},{"word":"of ","start":46.98249462890625,"end":47.272349609375},{"word":"tariffs ","start":47.272349609375,"end":47.56220458984375},{"word":"on ","start":47.56220458984375,"end":47.85205981445313},{"word":"Payroll, ","start":47.85205981445313,"end":48.141914794921874},{"word":"and ","start":48.141914794921874,"end":48.43177001953125},{"word":"Promotions, ","start":48.43177001953125,"end":48.721625},{"word":"advancing ","start":48.5569365234375,"end":48.846791748046876},{"word":"within ","start":48.5569365234375,"end":48.846791748046876},{"word":"the ","start":48.5569365234375,"end":48.846791748046876},{"word":"Payroll ","start":48.5569365234375,"end":48.846791748046876},{"word":"Field.","start":48.5569365234375,"end":48.846791748046876},{"word":" May ","start":48.846791748046876,"end":49.13664672851562},{"word":"I ","start":49.13664672851562,"end":49.426501708984375},{"word":"email ","start":49.426501708984375,"end":49.71635693359375},{"word":"you ","start":49.71635693359375,"end":50.0062119140625},{"word":"more ","start":50.0062119140625,"end":50.29606713867187},{"word":"information ","start":50.29606713867187,"end":50.585922119140626},{"word":"about ","start":50.585922119140626,"end":50.87577709960937},{"word":"them?","start":50.72802001953125,"end":51.017875}],"metadata":{"response_id":7}},{"role":"user","content":"Yes. Sure. ","words":[{"word":"Yes. ","start":52.795,"end":53.275},{"word":"Sure. ","start":53.275,"end":53.434999999999995}]},{"role":"agent","content":"Thank you. May I verify that your email address is g at directobjective dot C A?","words":[{"word":"Thank ","start":54.872,"end":55.16185498046875},{"word":"you.","start":55.16185498046875,"end":55.45171020507812},{"word":" May ","start":55.501708251953126,"end":55.7915634765625},{"word":"I ","start":55.7915634765625,"end":56.08141845703125},{"word":"verify ","start":56.08141845703125,"end":56.3712734375},{"word":"that ","start":56.3712734375,"end":56.66112866210938},{"word":"your ","start":56.66112866210938,"end":56.95098364257812},{"word":"email ","start":56.95098364257812,"end":57.2408388671875},{"word":"address ","start":57.2408388671875,"end":57.53069384765625},{"word":"is ","start":57.53069384765625,"end":57.820548828125},{"word":"g ","start":57.820548828125,"end":58.110404052734374},{"word":"at ","start":58.110404052734374,"end":58.40025903320313},{"word":"directobjective ","start":58.40025903320313,"end":58.690114013671874},{"word":"dot ","start":58.690114013671874,"end":58.97996923828125},{"word":"C ","start":58.97996923828125,"end":59.26982421875},{"word":"A?","start":59.26982421875,"end":59.55967944335937}],"metadata":{"response_id":9}},{"role":"user","content":"That's the correct email. ","words":[{"word":"That's ","start":61.214999999999996,"end":61.535},{"word":"the ","start":61.535,"end":61.695},{"word":"correct ","start":61.695,"end":62.014998},{"word":"email. ","start":62.014998,"end":62.334998}]},{"role":"agent","content":"Perfect. I sent you an email with all the information you need about these webinars.\n\nBy the way, I noticed your membership is set to expire on March 31st, 2026. I want to ensure you continue to access all the benefits available to you. Many members renew early to maintain uninterrupted access to the NPI resources. The renewal will only apply at the end of your membership date. Would you like to take care of your renewal, too?","words":[{"word":"Perfect.","start":65.67970825195313,"end":65.9695634765625},{"word":" I ","start":66.73770825195312,"end":67.0275634765625},{"word":"sent ","start":67.0275634765625,"end":67.31741845703125},{"word":"you ","start":67.31741845703125,"end":67.6072734375},{"word":"an ","start":67.6072734375,"end":67.89712866210938},{"word":"email ","start":67.89712866210938,"end":68.18698364257813},{"word":"with ","start":68.18698364257813,"end":68.4768388671875},{"word":"all ","start":68.4768388671875,"end":68.76669384765626},{"word":"the ","start":68.76669384765626,"end":69.056548828125},{"word":"information ","start":69.056548828125,"end":69.34640405273437},{"word":"you ","start":69.34640405273437,"end":69.63625903320313},{"word":"need ","start":69.63625903320313,"end":69.92611401367188},{"word":"about ","start":69.92611401367188,"end":70.21596923828125},{"word":"these ","start":70.02372827148437,"end":70.31358325195312},{"word":"webinars.","start":70.02372827148437,"end":70.31358325195312},{"word":"\n\nBy ","start":70.31358325195312,"end":70.6034384765625},{"word":"the ","start":70.6034384765625,"end":70.89329345703125},{"word":"way, ","start":70.89329345703125,"end":71.1831484375},{"word":"I ","start":71.1831484375,"end":71.47300366210938},{"word":"noticed ","start":71.47300366210938,"end":71.76285864257812},{"word":"your ","start":71.76285864257812,"end":72.0527138671875},{"word":"membership ","start":72.0527138671875,"end":72.34256884765625},{"word":"is ","start":72.34256884765625,"end":72.632423828125},{"word":"set ","start":72.632423828125,"end":72.92227905273438},{"word":"to ","start":72.92227905273438,"end":73.21213403320313},{"word":"expire ","start":73.21213403320313,"end":73.50198901367187},{"word":"on ","start":73.50198901367187,"end":73.79184423828124},{"word":"March ","start":73.79184423828124,"end":74.08169921875},{"word":"31st, ","start":74.08169921875,"end":74.37155444335937},{"word":"2026. 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","words":[{"word":"When ","start":91.254996,"end":91.574995},{"word":"did ","start":91.574995,"end":91.81499000000001},{"word":"you ","start":91.81499000000001,"end":91.97500000000001},{"word":"say ","start":91.97500000000001,"end":92.214995},{"word":"it's ","start":92.214995,"end":92.61500000000001},{"word":"set ","start":92.61500000000001,"end":92.854994},{"word":"to ","start":92.854994,"end":93.095},{"word":"expire? ","start":93.095,"end":93.574995}]},{"role":"agent","content":"Your membership is set to expire on March 31st, 2026.","words":[{"word":"Your ","start":95.13470825195313,"end":95.4245634765625},{"word":"membership ","start":95.4245634765625,"end":95.71441845703124},{"word":"is ","start":95.71441845703124,"end":96.0042734375},{"word":"set ","start":96.0042734375,"end":96.29412866210937},{"word":"to ","start":96.29412866210937,"end":96.58398364257812},{"word":"expire ","start":96.58398364257812,"end":96.8738388671875},{"word":"on ","start":96.8738388671875,"end":97.16369384765625},{"word":"March ","start":97.16369384765625,"end":97.453548828125},{"word":"31st, ","start":97.453548828125,"end":97.74340405273438},{"word":"2026.","start":97.74340405273438,"end":98.03325903320312}],"metadata":{"response_id":12}},{"role":"user","content":"So a few days from from now. Right? ","words":[{"word":"So ","start":101.36500000000001,"end":101.68499600000001},{"word":"a ","start":101.68499600000001,"end":101.92500000000001},{"word":"few ","start":101.92500000000001,"end":102.165},{"word":"days ","start":102.165,"end":102.64500000000001},{"word":"from ","start":102.64500000000001,"end":102.965},{"word":"from ","start":102.965,"end":103.28500000000001},{"word":"now. ","start":103.28500000000001,"end":103.68499600000001},{"word":"Right? ","start":103.68499600000001,"end":103.845}]},{"role":"agent","content":"That’s correct. Your membership will expire in just a few days, on March 31st, 2026. Would you like me to send you an email with the renewal application form?","words":[{"word":"That’s ","start":105.71870825195313,"end":106.0085634765625},{"word":"correct.","start":106.0085634765625,"end":106.29841845703125},{"word":" Your ","start":106.73170825195312,"end":107.0215634765625},{"word":"membership ","start":107.0215634765625,"end":107.31141845703125},{"word":"will ","start":107.31141845703125,"end":107.6012734375},{"word":"expire ","start":107.6012734375,"end":107.89112866210938},{"word":"in ","start":107.89112866210938,"end":108.18098364257813},{"word":"just ","start":108.18098364257813,"end":108.4708388671875},{"word":"a ","start":108.4708388671875,"end":108.76069384765626},{"word":"few ","start":108.76069384765626,"end":109.050548828125},{"word":"days, ","start":109.050548828125,"end":109.34040405273437},{"word":"on ","start":109.34040405273437,"end":109.63025903320313},{"word":"March ","start":109.63025903320313,"end":109.92011401367188},{"word":"31st, ","start":109.92011401367188,"end":110.20996923828125},{"word":"2026. 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Sure. ","words":[{"word":"Yes. ","start":116.415,"end":116.89499500000001},{"word":"Sure. ","start":116.89499500000001,"end":117.055}]},{"role":"agent","content":"Perfect. I sent you an email with the Associate Membership application form. Once you receive the email, please complete it and submit it back to us.\n\nNow, on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied, how would you rate your overall satisfaction with your NPI membership experience?","words":[{"word":"Perfect.","start":119.73870825195313,"end":120.0285634765625},{"word":" I ","start":120.73370825195312,"end":121.0235634765625},{"word":"sent ","start":121.0235634765625,"end":121.31341845703125},{"word":"you ","start":121.31341845703125,"end":121.6032734375},{"word":"an ","start":121.6032734375,"end":121.89312866210938},{"word":"email ","start":121.89312866210938,"end":122.18298364257812},{"word":"with ","start":122.18298364257812,"end":122.4728388671875},{"word":"the ","start":122.4728388671875,"end":122.76269384765625},{"word":"Associate ","start":122.76269384765625,"end":123.052548828125},{"word":"Membership ","start":123.052548828125,"end":123.34240405273438},{"word":"application ","start":123.34240405273438,"end":123.63225903320313},{"word":"form.","start":123.63225903320313,"end":123.92211401367187},{"word":" Once ","start":125.447375,"end":125.73722998046875},{"word":"you ","start":125.73722998046875,"end":126.02708520507812},{"word":"receive ","start":126.02708520507812,"end":126.31694018554687},{"word":"the ","start":126.31694018554687,"end":126.60679541015625},{"word":"email, ","start":126.60679541015625,"end":126.896650390625},{"word":"please ","start":126.896650390625,"end":127.18650537109374},{"word":"complete ","start":127.18650537109374,"end":127.47636059570313},{"word":"it ","start":127.47636059570313,"end":127.76621557617187},{"word":"and ","start":127.76621557617187,"end":128.05607055664063},{"word":"submit ","start":128.05607055664063,"end":128.34592578125},{"word":"it ","start":128.34592578125,"end":128.63578076171876},{"word":"back ","start":128.39672827148436,"end":128.68658325195312},{"word":"to ","start":128.39672827148436,"end":128.68658325195312},{"word":"us.\n","start":128.39672827148436,"end":128.68658325195312},{"word":"\n","start":128.39672827148436,"end":128.68658325195312},{"word":"Now, ","start":128.68658325195312,"end":128.9764384765625},{"word":"on ","start":128.9764384765625,"end":129.26629345703125},{"word":"a ","start":129.26629345703125,"end":129.5561484375},{"word":"scale ","start":129.5561484375,"end":129.84600366210938},{"word":"of ","start":129.84600366210938,"end":130.1358586425781},{"word":"1 ","start":130.1358586425781,"end":130.4257138671875},{"word":"to ","start":130.4257138671875,"end":130.71556884765624},{"word":"5, ","start":130.71556884765624,"end":131.005423828125},{"word":"with ","start":131.005423828125,"end":131.29527905273437},{"word":"5 ","start":131.29527905273437,"end":131.58513403320313},{"word":"being ","start":131.58513403320313,"end":131.87498901367186},{"word":"very ","start":131.87498901367186,"end":132.16484423828126},{"word":"satisfied ","start":132.16484423828126,"end":132.45469921875},{"word":"and ","start":132.45469921875,"end":132.74455444335936},{"word":"1 ","start":132.74455444335936,"end":133.03440942382812},{"word":"being ","start":133.03440942382812,"end":133.32426440429688},{"word":"very ","start":133.32426440429688,"end":133.61411962890625},{"word":"dissatisfied, ","start":133.61411962890625,"end":133.903974609375},{"word":"how ","start":133.903974609375,"end":134.19382958984374},{"word":"would ","start":134.19382958984374,"end":134.4836848144531},{"word":"you ","start":134.4836848144531,"end":134.77353979492187},{"word":"rate ","start":134.77353979492187,"end":135.06339501953124},{"word":"your ","start":135.06339501953124,"end":135.35325},{"word":"overall ","start":135.35325,"end":135.64310498046876},{"word":"satisfaction ","start":135.64310498046876,"end":135.93296020507813},{"word":"with ","start":135.93296020507813,"end":136.22281518554686},{"word":"your ","start":136.22281518554686,"end":136.51267041015626},{"word":"NPI ","start":136.51267041015626,"end":136.802525390625},{"word":"membership ","start":136.802525390625,"end":137.09238037109375},{"word":"experience?","start":137.09238037109375,"end":137.38223559570312}],"metadata":{"response_id":16}},{"role":"user","content":"I would say two. ","words":[{"word":"I ","start":139.425,"end":139.745},{"word":"would ","start":139.745,"end":139.98499},{"word":"say ","start":139.98499,"end":140.70501000000002},{"word":"two. ","start":140.865,"end":141.26499}]},{"role":"agent","content":"Thank you for your feedback. I appreciate your honesty.\n\nThanks for being a valued member of the National Payroll Institute. Have a great day!","words":[{"word":"Thank ","start":142.72470825195313,"end":143.0145634765625},{"word":"you ","start":143.0145634765625,"end":143.30441845703126},{"word":"for ","start":143.30441845703126,"end":143.5942734375},{"word":"your ","start":143.5942734375,"end":143.88412866210936},{"word":"feedback.","start":143.6190615234375,"end":143.90891674804686},{"word":" I ","start":143.90891674804686,"end":144.19877172851562},{"word":"appreciate ","start":144.19877172851562,"end":144.48862670898438},{"word":"your ","start":144.48862670898438,"end":144.77848193359375},{"word":"honesty.","start":144.77848193359375,"end":145.0683369140625},{"word":"\n\nThanks ","start":145.3717917480469,"end":145.66164672851562},{"word":"for ","start":145.66164672851562,"end":145.95150170898438},{"word":"being ","start":145.95150170898438,"end":146.24135693359375},{"word":"a ","start":146.24135693359375,"end":146.5312119140625},{"word":"valued ","start":146.5312119140625,"end":146.82106713867188},{"word":"member ","start":146.82106713867188,"end":147.11092211914064},{"word":"of ","start":147.11092211914064,"end":147.40077709960937},{"word":"the ","start":147.40077709960937,"end":147.69063232421874},{"word":"National ","start":147.5896865234375,"end":147.87954174804688},{"word":"Payroll ","start":147.5896865234375,"end":147.87954174804688},{"word":"Institute.","start":147.5896865234375,"end":147.87954174804688},{"word":" Have ","start":147.87954174804688,"end":148.16939672851564},{"word":"a ","start":148.16939672851564,"end":148.45925170898437},{"word":"great ","start":148.45925170898437,"end":148.74910693359374},{"word":"day!","start":148.49527001953126,"end":148.785125}],"metadata":{"response_id":17}},{"role":"user","content":"Thank you. Bye. ","words":[{"word":"Thank ","start":150.155,"end":150.475},{"word":"you. ","start":150.475,"end":150.715},{"word":"Bye. ","start":150.715,"end":150.87499}]},{"role":"agent","content":"Thank you again. Goodbye!","words":[{"word":"Thank ","start":152.66270825195312,"end":152.9525634765625},{"word":"you ","start":152.9525634765625,"end":153.24241845703125},{"word":"again. ","start":153.24241845703125,"end":153.5322734375},{"word":"Goodbye!","start":153.53345825195314,"end":153.8233134765625}],"metadata":{"response_id":19}}],"transcript_with_tool_calls":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":1.145,"end":1.545}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":2.740708251953125,"end":3.0305634765625},{"word":"may ","start":3.0305634765625,"end":3.32041845703125},{"word":"I ","start":3.32041845703125,"end":3.6102734375},{"word":"please ","start":3.6102734375,"end":3.900128662109375},{"word":"speak ","start":3.900128662109375,"end":4.189983642578125},{"word":"with ","start":4.189983642578125,"end":4.4798388671875},{"word":"Gil?","start":4.34327001953125,"end":4.633125}],"metadata":{"response_id":0}},{"role":"user","content":"Yes. This is him. ","words":[{"word":"Yes. ","start":5.765000000000001,"end":6.565},{"word":"This ","start":6.565,"end":6.884999700000001},{"word":"is ","start":6.884999700000001,"end":7.045},{"word":"him. ","start":7.045,"end":7.2849998000000005}]},{"role":"agent","content":"Hello Gil. My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. We’re reaching out as part of our periodic member check-in to share valuable resources to help you stay up to date with your payroll tasks and maximize your membership benefits, if that’s OK.","words":[{"word":"Hello ","start":9.398708251953124,"end":9.6885634765625},{"word":"Gil.","start":9.6885634765625,"end":9.97841845703125},{"word":" My ","start":10.223041748046874,"end":10.512896728515624},{"word":"name ","start":10.512896728515624,"end":10.802751708984376},{"word":"is ","start":10.802751708984376,"end":11.09260693359375},{"word":"Ellen, ","start":11.09260693359375,"end":11.3824619140625},{"word":"and ","start":11.3824619140625,"end":11.672317138671875},{"word":"I’m ","start":11.672317138671875,"end":11.962172119140625},{"word":"calling ","start":11.962172119140625,"end":12.252027099609375},{"word":"on ","start":12.252027099609375,"end":12.54188232421875},{"word":"behalf ","start":12.54188232421875,"end":12.8317373046875},{"word":"of ","start":12.8317373046875,"end":13.12159228515625},{"word":"the ","start":13.12159228515625,"end":13.411447509765624},{"word":"National ","start":13.411447509765624,"end":13.701302490234376},{"word":"Payroll ","start":13.701302490234376,"end":13.99115771484375},{"word":"Institute, ","start":13.99115771484375,"end":14.2810126953125},{"word":"NPI.","start":14.0895615234375,"end":14.379416748046875},{"word":" We’re ","start":14.379416748046875,"end":14.669271728515625},{"word":"reaching ","start":14.669271728515625,"end":14.959126708984375},{"word":"out ","start":14.959126708984375,"end":15.24898193359375},{"word":"as ","start":15.24898193359375,"end":15.5388369140625},{"word":"part ","start":15.5388369140625,"end":15.828692138671874},{"word":"of ","start":15.828692138671874,"end":16.118547119140626},{"word":"our ","start":16.118547119140626,"end":16.408402099609376},{"word":"periodic ","start":16.408402099609376,"end":16.69825732421875},{"word":"member ","start":16.69825732421875,"end":16.9881123046875},{"word":"check-in ","start":16.9881123046875,"end":17.27796728515625},{"word":"to ","start":17.27796728515625,"end":17.567822509765627},{"word":"share ","start":17.567822509765627,"end":17.857677490234376},{"word":"valuable ","start":17.857677490234376,"end":18.14753271484375},{"word":"resources ","start":18.14753271484375,"end":18.4373876953125},{"word":"to ","start":18.4373876953125,"end":18.72724267578125},{"word":"help ","start":18.72724267578125,"end":19.017097900390624},{"word":"you ","start":19.017097900390624,"end":19.306952880859374},{"word":"stay ","start":19.306952880859374,"end":19.596807861328124},{"word":"up ","start":19.596807861328124,"end":19.8866630859375},{"word":"to ","start":19.8866630859375,"end":20.17651806640625},{"word":"date ","start":20.17651806640625,"end":20.466373291015625},{"word":"with ","start":20.466373291015625,"end":20.756228271484375},{"word":"your ","start":20.756228271484375,"end":21.046083251953124},{"word":"payroll ","start":21.046083251953124,"end":21.3359384765625},{"word":"tasks ","start":21.3359384765625,"end":21.62579345703125},{"word":"and ","start":21.62579345703125,"end":21.9156484375},{"word":"maximize ","start":21.9156484375,"end":22.205503662109376},{"word":"your ","start":22.205503662109376,"end":22.495358642578125},{"word":"membership ","start":22.22814501953125,"end":22.518},{"word":"benefits, ","start":22.22814501953125,"end":22.518},{"word":"if ","start":22.22814501953125,"end":22.518},{"word":"that’s ","start":22.22814501953125,"end":22.518},{"word":"OK.","start":22.22814501953125,"end":22.518}],"metadata":{"response_id":3}},{"role":"user","content":"Yeah. Sure. Go ahead. ","words":[{"word":"Yeah. ","start":23.804999,"end":24.205},{"word":"Sure. ","start":24.205,"end":24.445},{"word":"Go ","start":24.445,"end":24.604999999999997},{"word":"ahead. ","start":24.604999999999997,"end":24.685}]},{"role":"agent","content":"Thank you. How are you today?","words":[{"word":"Thank ","start":26.219708251953126,"end":26.5095634765625},{"word":"you.","start":26.5095634765625,"end":26.79941845703125},{"word":" How ","start":27.196708251953126,"end":27.4865634765625},{"word":"are ","start":27.4865634765625,"end":27.77641845703125},{"word":"you ","start":27.77641845703125,"end":28.0662734375},{"word":"today?","start":27.92852001953125,"end":28.218375}],"metadata":{"response_id":4}},{"role":"user","content":"I'm good. How are you? ","words":[{"word":"I'm ","start":29.875,"end":30.275},{"word":"good. ","start":30.275,"end":30.595},{"word":"How ","start":30.595,"end":30.755},{"word":"are ","start":30.755,"end":30.915},{"word":"you? 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May I email you more information about them?","words":[{"word":"I’m ","start":33.69570825195313,"end":33.9855634765625},{"word":"glad ","start":33.9855634765625,"end":34.27541845703125},{"word":"to ","start":34.27541845703125,"end":34.5652734375},{"word":"hear ","start":34.5652734375,"end":34.85512866210937},{"word":"you’re ","start":34.6133115234375,"end":34.90316674804688},{"word":"doing ","start":34.6133115234375,"end":34.90316674804688},{"word":"well.","start":34.6133115234375,"end":34.90316674804688},{"word":" I’m ","start":34.90316674804688,"end":35.193021728515625},{"word":"doing ","start":35.193021728515625,"end":35.48287670898438},{"word":"well ","start":35.48287670898438,"end":35.77273193359375},{"word":"too, ","start":35.77273193359375,"end":36.0625869140625},{"word":"thank ","start":36.0625869140625,"end":36.352442138671876},{"word":"you ","start":36.352442138671876,"end":36.64229711914062},{"word":"for ","start":36.5638115234375,"end":36.85366674804688},{"word":"asking.","start":36.5638115234375,"end":36.85366674804688},{"word":"\n\nToday, ","start":36.85366674804688,"end":37.14352172851562},{"word":"we ","start":37.14352172851562,"end":37.433376708984376},{"word":"want ","start":37.433376708984376,"end":37.72323193359375},{"word":"to ","start":37.72323193359375,"end":38.0130869140625},{"word":"draw ","start":38.0130869140625,"end":38.302942138671874},{"word":"your ","start":38.302942138671874,"end":38.59279711914063},{"word":"attention ","start":38.59279711914063,"end":38.88265209960937},{"word":"to ","start":38.88265209960937,"end":39.17250732421875},{"word":"complimentary ","start":39.17250732421875,"end":39.4623623046875},{"word":"webinars ","start":39.4623623046875,"end":39.75221728515625},{"word":"that ","start":39.75221728515625,"end":40.042072509765624},{"word":"are ","start":40.042072509765624,"end":40.33192749023438},{"word":"available ","start":40.33192749023438,"end":40.62178271484375},{"word":"on ","start":40.62178271484375,"end":40.9116376953125},{"word":"demand ","start":40.9116376953125,"end":41.20149267578125},{"word":"for ","start":41.20149267578125,"end":41.49134790039062},{"word":"you ","start":41.49134790039062,"end":41.781202880859375},{"word":"as ","start":41.76510327148438,"end":42.054958251953124},{"word":"a ","start":41.76510327148438,"end":42.054958251953124},{"word":"member.","start":41.76510327148438,"end":42.054958251953124},{"word":" Here ","start":42.054958251953124,"end":42.3448134765625},{"word":"are ","start":42.3448134765625,"end":42.63466845703125},{"word":"just ","start":42.63466845703125,"end":42.9245234375},{"word":"a ","start":42.9245234375,"end":43.214378662109375},{"word":"few ","start":43.214378662109375,"end":43.50423364257812},{"word":"of ","start":43.50423364257812,"end":43.7940888671875},{"word":"the ","start":43.7940888671875,"end":44.08394384765625},{"word":"topics: ","start":44.08394384765625,"end":44.373798828125},{"word":"Harnessing ","start":44.373798828125,"end":44.66365405273437},{"word":"the ","start":44.66365405273437,"end":44.953509033203126},{"word":"Power ","start":44.953509033203126,"end":45.24336401367187},{"word":"of ","start":45.24336401367187,"end":45.53321923828125},{"word":"AI ","start":45.53321923828125,"end":45.82307421875},{"word":"in ","start":45.82307421875,"end":46.11292944335938},{"word":"Payroll, ","start":46.11292944335938,"end":46.40278442382812},{"word":"The ","start":46.40278442382812,"end":46.69263940429688},{"word":"Impact ","start":46.69263940429688,"end":46.98249462890625},{"word":"of ","start":46.98249462890625,"end":47.272349609375},{"word":"tariffs ","start":47.272349609375,"end":47.56220458984375},{"word":"on ","start":47.56220458984375,"end":47.85205981445313},{"word":"Payroll, ","start":47.85205981445313,"end":48.141914794921874},{"word":"and ","start":48.141914794921874,"end":48.43177001953125},{"word":"Promotions, ","start":48.43177001953125,"end":48.721625},{"word":"advancing ","start":48.5569365234375,"end":48.846791748046876},{"word":"within ","start":48.5569365234375,"end":48.846791748046876},{"word":"the ","start":48.5569365234375,"end":48.846791748046876},{"word":"Payroll ","start":48.5569365234375,"end":48.846791748046876},{"word":"Field.","start":48.5569365234375,"end":48.846791748046876},{"word":" May ","start":48.846791748046876,"end":49.13664672851562},{"word":"I ","start":49.13664672851562,"end":49.426501708984375},{"word":"email ","start":49.426501708984375,"end":49.71635693359375},{"word":"you ","start":49.71635693359375,"end":50.0062119140625},{"word":"more ","start":50.0062119140625,"end":50.29606713867187},{"word":"information ","start":50.29606713867187,"end":50.585922119140626},{"word":"about ","start":50.585922119140626,"end":50.87577709960937},{"word":"them?","start":50.72802001953125,"end":51.017875}],"metadata":{"response_id":7}},{"role":"user","content":"Yes. Sure. ","words":[{"word":"Yes. ","start":52.795,"end":53.275},{"word":"Sure. ","start":53.275,"end":53.434999999999995}]},{"role":"agent","content":"Thank you. May I verify that your email address is g at directobjective dot C A?","words":[{"word":"Thank ","start":54.872,"end":55.16185498046875},{"word":"you.","start":55.16185498046875,"end":55.45171020507812},{"word":" May ","start":55.501708251953126,"end":55.7915634765625},{"word":"I ","start":55.7915634765625,"end":56.08141845703125},{"word":"verify ","start":56.08141845703125,"end":56.3712734375},{"word":"that ","start":56.3712734375,"end":56.66112866210938},{"word":"your ","start":56.66112866210938,"end":56.95098364257812},{"word":"email ","start":56.95098364257812,"end":57.2408388671875},{"word":"address ","start":57.2408388671875,"end":57.53069384765625},{"word":"is ","start":57.53069384765625,"end":57.820548828125},{"word":"g ","start":57.820548828125,"end":58.110404052734374},{"word":"at ","start":58.110404052734374,"end":58.40025903320313},{"word":"directobjective ","start":58.40025903320313,"end":58.690114013671874},{"word":"dot ","start":58.690114013671874,"end":58.97996923828125},{"word":"C ","start":58.97996923828125,"end":59.26982421875},{"word":"A?","start":59.26982421875,"end":59.55967944335937}],"metadata":{"response_id":9}},{"role":"user","content":"That's the correct email. ","words":[{"word":"That's ","start":61.214999999999996,"end":61.535},{"word":"the ","start":61.535,"end":61.695},{"word":"correct ","start":61.695,"end":62.014998},{"word":"email. 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I sent you an email with all the information you need about these webinars.\n\nBy the way, I noticed your membership is set to expire on March 31st, 2026. I want to ensure you continue to access all the benefits available to you. Many members renew early to maintain uninterrupted access to the NPI resources. The renewal will only apply at the end of your membership date. 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","words":[{"word":"When ","start":91.254996,"end":91.574995},{"word":"did ","start":91.574995,"end":91.81499000000001},{"word":"you ","start":91.81499000000001,"end":91.97500000000001},{"word":"say ","start":91.97500000000001,"end":92.214995},{"word":"it's ","start":92.214995,"end":92.61500000000001},{"word":"set ","start":92.61500000000001,"end":92.854994},{"word":"to ","start":92.854994,"end":93.095},{"word":"expire? 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","words":[{"word":"So ","start":101.36500000000001,"end":101.68499600000001},{"word":"a ","start":101.68499600000001,"end":101.92500000000001},{"word":"few ","start":101.92500000000001,"end":102.165},{"word":"days ","start":102.165,"end":102.64500000000001},{"word":"from ","start":102.64500000000001,"end":102.965},{"word":"from ","start":102.965,"end":103.28500000000001},{"word":"now. ","start":103.28500000000001,"end":103.68499600000001},{"word":"Right? ","start":103.68499600000001,"end":103.845}]},{"role":"agent","content":"That’s correct. Your membership will expire in just a few days, on March 31st, 2026. Would you like me to send you an email with the renewal application form?","words":[{"word":"That’s ","start":105.71870825195313,"end":106.0085634765625},{"word":"correct.","start":106.0085634765625,"end":106.29841845703125},{"word":" Your ","start":106.73170825195312,"end":107.0215634765625},{"word":"membership ","start":107.0215634765625,"end":107.31141845703125},{"word":"will ","start":107.31141845703125,"end":107.6012734375},{"word":"expire ","start":107.6012734375,"end":107.89112866210938},{"word":"in ","start":107.89112866210938,"end":108.18098364257813},{"word":"just ","start":108.18098364257813,"end":108.4708388671875},{"word":"a ","start":108.4708388671875,"end":108.76069384765626},{"word":"few ","start":108.76069384765626,"end":109.050548828125},{"word":"days, ","start":109.050548828125,"end":109.34040405273437},{"word":"on ","start":109.34040405273437,"end":109.63025903320313},{"word":"March ","start":109.63025903320313,"end":109.92011401367188},{"word":"31st, ","start":109.92011401367188,"end":110.20996923828125},{"word":"2026. 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I sent you an email with the Associate Membership application form. Once you receive the email, please complete it and submit it back to us.\n\nNow, on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied, how would you rate your overall satisfaction with your NPI membership experience?","words":[{"word":"Perfect.","start":119.73870825195313,"end":120.0285634765625},{"word":" I ","start":120.73370825195312,"end":121.0235634765625},{"word":"sent ","start":121.0235634765625,"end":121.31341845703125},{"word":"you ","start":121.31341845703125,"end":121.6032734375},{"word":"an ","start":121.6032734375,"end":121.89312866210938},{"word":"email ","start":121.89312866210938,"end":122.18298364257812},{"word":"with ","start":122.18298364257812,"end":122.4728388671875},{"word":"the ","start":122.4728388671875,"end":122.76269384765625},{"word":"Associate ","start":122.76269384765625,"end":123.052548828125},{"word":"Membership ","start":123.052548828125,"end":123.34240405273438},{"word":"application ","start":123.34240405273438,"end":123.63225903320313},{"word":"form.","start":123.63225903320313,"end":123.92211401367187},{"word":" Once ","start":125.447375,"end":125.73722998046875},{"word":"you ","start":125.73722998046875,"end":126.02708520507812},{"word":"receive ","start":126.02708520507812,"end":126.31694018554687},{"word":"the ","start":126.31694018554687,"end":126.60679541015625},{"word":"email, ","start":126.60679541015625,"end":126.896650390625},{"word":"please ","start":126.896650390625,"end":127.18650537109374},{"word":"complete ","start":127.18650537109374,"end":127.47636059570313},{"word":"it ","start":127.47636059570313,"end":127.76621557617187},{"word":"and ","start":127.76621557617187,"end":128.05607055664063},{"word":"submit ","start":128.05607055664063,"end":128.34592578125},{"word":"it ","start":128.34592578125,"end":128.63578076171876},{"word":"back ","start":128.39672827148436,"end":128.68658325195312},{"word":"to ","start":128.39672827148436,"end":128.68658325195312},{"word":"us.\n","start":128.39672827148436,"end":128.68658325195312},{"word":"\n","start":128.39672827148436,"end":128.68658325195312},{"word":"Now, ","start":128.68658325195312,"end":128.9764384765625},{"word":"on ","start":128.9764384765625,"end":129.26629345703125},{"word":"a ","start":129.26629345703125,"end":129.5561484375},{"word":"scale ","start":129.5561484375,"end":129.84600366210938},{"word":"of ","start":129.84600366210938,"end":130.1358586425781},{"word":"1 ","start":130.1358586425781,"end":130.4257138671875},{"word":"to ","start":130.4257138671875,"end":130.71556884765624},{"word":"5, ","start":130.71556884765624,"end":131.005423828125},{"word":"with ","start":131.005423828125,"end":131.29527905273437},{"word":"5 ","start":131.29527905273437,"end":131.58513403320313},{"word":"being ","start":131.58513403320313,"end":131.87498901367186},{"word":"very ","start":131.87498901367186,"end":132.16484423828126},{"word":"satisfied ","start":132.16484423828126,"end":132.45469921875},{"word":"and ","start":132.45469921875,"end":132.74455444335936},{"word":"1 ","start":132.74455444335936,"end":133.03440942382812},{"word":"being ","start":133.03440942382812,"end":133.32426440429688},{"word":"very ","start":133.32426440429688,"end":133.61411962890625},{"word":"dissatisfied, ","start":133.61411962890625,"end":133.903974609375},{"word":"how ","start":133.903974609375,"end":134.19382958984374},{"word":"would ","start":134.19382958984374,"end":134.4836848144531},{"word":"you ","start":134.4836848144531,"end":134.77353979492187},{"word":"rate ","start":134.77353979492187,"end":135.06339501953124},{"word":"your ","start":135.06339501953124,"end":135.35325},{"word":"overall ","start":135.35325,"end":135.64310498046876},{"word":"satisfaction ","start":135.64310498046876,"end":135.93296020507813},{"word":"with ","start":135.93296020507813,"end":136.22281518554686},{"word":"your ","start":136.22281518554686,"end":136.51267041015626},{"word":"NPI ","start":136.51267041015626,"end":136.802525390625},{"word":"membership ","start":136.802525390625,"end":137.09238037109375},{"word":"experience?","start":137.09238037109375,"end":137.38223559570312}],"metadata":{"response_id":16}},{"role":"user","content":"I would say two. ","words":[{"word":"I ","start":139.425,"end":139.745},{"word":"would ","start":139.745,"end":139.98499},{"word":"say ","start":139.98499,"end":140.70501000000002},{"word":"two. ","start":140.865,"end":141.26499}]},{"role":"agent","content":"Thank you for your feedback. I appreciate your honesty.\n\nThanks for being a valued member of the National Payroll Institute. Have a great day!","words":[{"word":"Thank ","start":142.72470825195313,"end":143.0145634765625},{"word":"you ","start":143.0145634765625,"end":143.30441845703126},{"word":"for ","start":143.30441845703126,"end":143.5942734375},{"word":"your ","start":143.5942734375,"end":143.88412866210936},{"word":"feedback.","start":143.6190615234375,"end":143.90891674804686},{"word":" I ","start":143.90891674804686,"end":144.19877172851562},{"word":"appreciate ","start":144.19877172851562,"end":144.48862670898438},{"word":"your ","start":144.48862670898438,"end":144.77848193359375},{"word":"honesty.","start":144.77848193359375,"end":145.0683369140625},{"word":"\n\nThanks ","start":145.3717917480469,"end":145.66164672851562},{"word":"for ","start":145.66164672851562,"end":145.95150170898438},{"word":"being ","start":145.95150170898438,"end":146.24135693359375},{"word":"a ","start":146.24135693359375,"end":146.5312119140625},{"word":"valued ","start":146.5312119140625,"end":146.82106713867188},{"word":"member ","start":146.82106713867188,"end":147.11092211914064},{"word":"of ","start":147.11092211914064,"end":147.40077709960937},{"word":"the ","start":147.40077709960937,"end":147.69063232421874},{"word":"National ","start":147.5896865234375,"end":147.87954174804688},{"word":"Payroll ","start":147.5896865234375,"end":147.87954174804688},{"word":"Institute.","start":147.5896865234375,"end":147.87954174804688},{"word":" Have ","start":147.87954174804688,"end":148.16939672851564},{"word":"a ","start":148.16939672851564,"end":148.45925170898437},{"word":"great ","start":148.45925170898437,"end":148.74910693359374},{"word":"day!","start":148.49527001953126,"end":148.785125}],"metadata":{"response_id":17}},{"role":"user","content":"Thank you. Bye. ","words":[{"word":"Thank ","start":150.155,"end":150.475},{"word":"you. ","start":150.475,"end":150.715},{"word":"Bye. ","start":150.715,"end":150.87499}]},{"role":"agent","content":"Thank you again. Goodbye!","words":[{"word":"Thank ","start":152.66270825195312,"end":152.9525634765625},{"word":"you ","start":152.9525634765625,"end":153.24241845703125},{"word":"again. ","start":153.24241845703125,"end":153.5322734375},{"word":"Goodbye!","start":153.53345825195314,"end":153.8233134765625}],"metadata":{"response_id":19}},{"role":"tool_call_invocation","tool_call_id":"43b7bc5be1a97384","name":"end_call","arguments":"{\"execution_message\":\"Thank you again. Goodbye!\"}","time_sec":154.218,"type":"end_call"}],"knowledge_base_retrieved_contents_url":"https://dxc03zgurdly9.cloudfront.net/6d68b2c65c193df580879345437f6d3f5cb3448fd2d6b965078ad9ad356e3837/knowledge_base_retrieved_contents.json","recording_url":"https://dxc03zgurdly9.cloudfront.net/6d68b2c65c193df580879345437f6d3f5cb3448fd2d6b965078ad9ad356e3837/recording.wav","recording_multi_channel_url":"https://dxc03zgurdly9.cloudfront.net/6d68b2c65c193df580879345437f6d3f5cb3448fd2d6b965078ad9ad356e3837/recording_multichannel.wav","public_log_url":"https://dxc03zgurdly9.cloudfront.net/6d68b2c65c193df580879345437f6d3f5cb3448fd2d6b965078ad9ad356e3837/public.log","disconnection_reason":"agent_hangup","latency":{"llm":{"p50":662,"p90":1917.4,"p95":2033.3999999999996,"p99":2161.08,"min":501,"max":2193,"num":13,"values":[1927,507,1066,501,552,933,506,2193,632,694,1879,574,662]},"e2e":{"p50":1695.0050048828125,"p90":2688.5001953124997,"p95":2996.751074218749,"p99":3243.35177734375,"min":1393.010009765625,"max":3305.001953125,"num":10,"values":[2011.000244140625,1511,2456,1437,3305.001953125,1474.0048828125,1796,2620,1393.010009765625,1594.010009765625]},"tts":{"p50":576,"p90":742,"p95":777.8,"p99":807.56,"min":430,"max":815,"num":13,"values":[698,430,505,815,632,528,753,535,519,623,576,531,627]},"knowledge_base":{"p50":97.5,"p90":127.40000000000002,"p95":140,"p99":140,"min":47,"max":140,"num":20,"values":[53,62,47,51,126,106,113,110,104,103,140,120,81,92,88,78,81,74,112,140]},"asr":{"p50":25.00100000000384,"p90":2000.0054999999847,"p95":2012.5004750000016,"p99":2039.001645,"min":9.990799999999581,"max":2049.999499999998,"num":56,"values":[10,20,19.99999999999909,30,10,2000,20,40,19.999500000001717,20,2009.999499999998,40.00049999999828,20.00039999999717,2009.9995000000017,40.00050000000192,19.998999999999796,19.99960000000283,30.00039999999717,50.000199999998586,10.002300000000105,10.000999999996566,20.00050000000192,49.99739999999292,19.999999999992724,19.998499999994237,2049.999499999998,19.99880000000121,40,2020.0034000000014,39.99659999999858,19.99899999999616,19.994000000006054,19.998500000001513,39.99330000000191,29.995699999999488,39.998199999987264,30,2030.0034000000014,59.99659999999858,9.998999999996158,50.00149999999849,59.99850000000151,60.00100000000384,59.99569999999949,30.000299999999697,19.99570000001404,39.998200000001816,10.010399999999208,20.012999999977183,2000.0109999999695,29.9890000000305,9.990799999999581,9.99330000000191,19.99399999997695,9.990799999999581,19.99330000000191]}},"call_cost":{"product_costs":[{"product":"retell_voice_engine","unit_price":0.0916667,"cost":14.2083333},{"product":"minimax_tts_new","unit_price":0.025,"cost":3.875},{"product":"gpt_4_1_high_priority","unit_price":0.1125,"cost":17.4375},{"product":"llm_token_surcharge","cost":19.5},{"product":"knowledge_base_usage","unit_price":0.0083333,"cost":1.2916667}],"total_duration_seconds":155,"total_duration_unit_price":0.3633065,"combined_cost":56.3125},"call_analysis":{"call_summary":"The agent successfully reached Gil and informed him about complimentary webinars and his membership expiration. 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----------------------------------------
EVENT: call_analyzed
CONTACT ID: 31090
CALL ID: call_1b0530f7349221a0ad3733b113d
EMAIL2 (collected): NULL
FIELD 310 → HTTP 200
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FIELD 311 → HTTP 200
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FIELD 33 → HTTP 200
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Agent called contact about lapsed Associate membership, requested to ask questions about membership experience\n2026 Feb 05 - contact on sick leave, satisfied (4\/5) but declined renewal twice\n2026 Feb 05 - Contact declined renewal as company became member\n2026 Feb 05 - Contact did not renew individual membership because company Direct Objective became organization member, rated satisfaction 4\/5, survey completed\n2026 Feb 05 - Contact not interested in renewing, refused to provide reason\n2026 Feb 05 - contact no longer in payroll, did not renew membership, completed exit survey, satisfaction rating 4\/5\n2026 Feb 05 - Contact agreed to renew membership\n2026 Feb 05 - Contact forgot to renew membership, expressed eagerness to renew, agent sent renewal application email to g@directobjective.ca, contact confirmed receipt and ready to proceed with renewal\n2026 Feb 10 - agent Ellen initiated contact with Gil, introduced herself but conversation was interrupted\/incomplete\n2026 Feb 10 Gil not available and contact did not know when he would be available 1\n2026 Feb 10 - attempted to reach Gil, not available, no callback time provided\n2026 Feb 10 - Contact declined renewal, stated membership didn't provide enough value, didn't use it enough, satisfaction rated 4\/5\n2026 Feb 10 - Contact's membership lapsed, didn't use enough, no money to renew now but requested and received renewal info email\n2026 Feb 10 contact want to renew and sent the email 1\n2026 Feb 10 - contact requested email instead of phone discussion, renewal info sent to g@directobjective.ca, declined survey due to time constraints\n2026 Feb 11 Gil unavailable, no callback time provided 1\n2026 Feb 11 Gil is not available, call back later 1\n2026 Feb 11 - Gil unavailable, no callback time provided\n2026 Feb 11 - Contact initially wanted to renew membership but declined after stating did not receive expected value\n2026 Feb 11 - Contact declined membership renewal, cited fee not worth benefits, satisfaction rated 3\/5\n2026 Feb 11 - Contact Gil discussed lapsed membership, joined for career advancement, didn't renew due to fee vs benefits concern, rated satisfaction 3\/5, call ended during demographic question\n2026 Feb 11 - Contact completed membership survey, expressed interest in renewal, requested and received application email\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 - Contact expressed dissatisfaction with service quality but agreed to renew membership; application form sent\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 contact want to renew and sent the email\n2026 Feb 12 contact declined to renew because retiring soon 1\n2026 Feb 12 contact is about to retire and membership will not be renewed\n2026 Feb 12 contact retiring in a few months and not sure if need it1\n2026 Feb 12 contact will call back later bye 1\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 contact forgot to renew and agent sent the email\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 - contact forgot to renew, agent sent renewal application via email, contact confirmed receipt and agreed to renew\n2026 Feb 12 - Contact forgot to renew membership, agent sent renewal application email, contact confirmed receipt and completed satisfaction survey (rated 5\/5)\n2026 Feb 12 contact declined renewal because benefits are not useful 1\n2026 Feb 12 contact declined renewal because the fee wasn't worth the benefits 1\n2026 Feb 13 contact wants to renew and sent the email\n2026 Feb 13 - Contact Gil agreed to renew lapsed Associate membership after completing satisfaction survey (rated 4\/5, joined to advance career). Application email sent to g@directobjective.ca after initial delivery issue resolved.\n2026 Feb 13 - Contact forgot to renew, sent renewal email, declined renewal due to no longer working in payroll\n2026 Feb 13 - Contact refused to renew due to dissatisfaction with service\n2026 Feb 13 contact declined renewal due to service issue 1\n2026 Feb 13 - Contact forgot to renew, initially agreed to renew but declined email application\n2026 Feb 13 contact want to renew and sent the email\n2026 Feb 13 - contact explained company has organization membership, no individual renewal needed, started survey\n2026 Feb 13 contact want to renew and sent the email1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 scheduled a call back on Monday at 1pm 1\n2026 Feb 13 - Agent called for Jacques, initially unavailable but then connected\n2026 Feb 13 contact said he is about to retire and does not want to renew his membership 1\n2026 Feb 13 contact not interested to renew because he doesn't work in payroll anymore 1\n2026 Feb 13 agent called Jacques about NPI membership, but the information was outdated. Jacques answered one question but declined to continue and ended the call.1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 - Contact not available initially, later spoke with Jacques who is retiring and not renewing membership.\n2026 Feb 16 contact initially declined renewal due to fee, but later agreed and application form sent.1\n2026 Feb 16 contact forgot to renew and sent the email1\n2026 Feb 16 - Contact agreed to renew membership and application form sent\n2026 Feb 16 - Contact forgot to renew membership, agent sent application form via email, completed survey (initial value: advancing career, satisfaction: 3\/5, age: 61+)\n2026 Feb 16 - Contact initially declined renewal due to poor service experience with unknowledgeable info line staff, but agreed to renew after discussing membership fee of $315 plus taxes and agent acknowledged the service issue\n2026 Feb 16 contact agreed to renew and agent sent the application form1\n2026 Feb 16 contact forgot to renew and agent sent the renewal application email1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 16 - Contact forgot to renew, sent application form\n2026 Feb 16 contact want to renew and sent the email1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 17 contact forgot to renew and agent sent the renewal form 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 17 contact want to renew and sent the email\n2026 Feb 17 contact want to renew and sent the email1\n2026 Feb 17 contact declined to renew because his company became a member and he is using their benefits. agent tried to convince him to renew his individual membership, but Gil declined again 1\n2026 Feb 17 contact declined renewal because company became a member and is using their benefits1\n2026 Feb 17 contact declined to renew because their company became a member and they are using their benefits 1\n2026 Feb 17 contact agreed to sponsor his membership and renewal email sent1\n2026 Feb 17 contact decided not to renew because company became a member and he is using the benefits through the company 1\n2026 Feb 17 contact's company became a member and he is using the membership benefits through his company 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 18 - Contact wants to renew, sent application form email\n2026 Feb 18 contact want to renew and sent the email\n2026 Feb 18 - Contact unaware of expired membership, requested renewal application email\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email and answered the survey1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact don't want to renew and end the call 1\n2026 Feb 18 contact not interested in renewing membership and provided a reason 1\n2026 Feb 18 contact membership lapsed and answered survey questions 1\n2026 Feb 18 contact membership lapsed and not renew after the seminar1\n2026 Feb 19 contact declined to renew membership because fee wasn't worth it 1\n2026 Feb 19 contact forgot to renew, sent application form, user wants to renew\n2026 Feb 19 - Contact declined renewal because company has organizational membership; noted organization name Direct Objective.\n2026 Feb 20 - Contact temporarily out of payroll job but interested in renewing; application form sent via email; question on maternity leave forwarded for follow-up.\n2026 Feb 20 - call reached voicemail, no contact made\n2026 Feb 24 call ended early due to name confusion, no survey or renewal discussion completed\n2026 Feb 24 contact declined renewal citing lack of benefit - NPI#\n2026 Feb 24 call started, brief conversation with Alexandra, call ended abruptly\n2026 Feb 24 contact not interested in renewing membership - NPI#\n2026 Feb 24 contact prefers to be called Alex, declined to renew and ended call\n2026 Feb 24 call ended after name pronunciation clarification, no survey or renewal discussion\n2026 Feb 24 no answer from contact - NPI#\n2026 Feb 24 - Contact not interested in renewing membership and ended call quickly - NPI#\n2026 Feb 24 brief call with Gil, name pronunciation clarified, call ended early\n2026 Feb 24 call reached Gil (pronounced Gill), call ended early\n2026 Feb 25 contact too busy, wants email but survey is phone only, did not renew\n2026 Feb 26 Agent called but Gil was not available, no message left.\n2026 Feb 26 Called but Gil not available, no voicemail left.\n2026 Feb 26 voicemail reached, Gil not available\n2026 Feb 26 called, Gil not available, no message left, callback later\n2026 Mar 16 contact not available, no callback time provided\n2026 Mar 16 contact interested in webinars and confirmed email for information; membership renewal discussed but not completed\n2026 Mar 16 contact agreed to receive webinar info and renewal application email - NPI# 31090","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-03-16T13:15:54-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300037\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300037\/field"},"owner":"31090","id":"300037"}}
FIELD 66 → HTTP 200
{"contacts":[{"cdate":"2025-03-10T09:43:48-05:00","email":"g@directobjective.ca","phone":"5144313257","firstName":"Gil","lastName":"Test","orgid":"7500","orgname":"Direct Objective Consulting","segmentio_id":"","bounced_hard":"0","bounced_soft":"0","bounced_date":null,"ip":"757910050","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"261","rating_tstamp":"2026-02-23","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-03-16T13:15:01-05:00","udate":"2026-03-16T13:15:54-05:00","edate":"2026-03-16T13:00:49-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-03-16 13:15:54","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-03-16 13:15:54","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-02-23 08:11:46","last_mpp_open_date":null,"best_send_hour":"0","links":{"bounceLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/bounceLogs","contactAutomations":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactAutomations?limit=2500&orders%5Blastdate%5D=DESC","contactData":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactData","contactGoals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactGoals","contactLists":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLists","contactLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLogs","contactTags":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactTags","contactDeals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactDeals","deals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/deals","fieldValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/fieldValues","geoIps":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/geoIps","notes":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/notes","organization":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/organization","plusAppend":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/plusAppend","trackingLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/trackingLogs","scoreValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/scoreValues","accountContacts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/accountContacts","automationEntryCounts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/automationEntryCounts"},"id":"31090","organization":"7500"}],"fieldValue":{"contact":"31090","field":"66","value":"2","cdate":"2025-03-10T09:43:51-05:00","udate":"2026-03-16T13:15:54-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300076\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300076\/field"},"owner":"31090","id":"300076"}}
FIELD 77 → HTTP 200
{"contacts":[{"cdate":"2025-03-10T09:43:48-05:00","email":"g@directobjective.ca","phone":"5144313257","firstName":"Gil","lastName":"Test","orgid":"7500","orgname":"Direct Objective Consulting","segmentio_id":"","bounced_hard":"0","bounced_soft":"0","bounced_date":null,"ip":"757910050","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"261","rating_tstamp":"2026-02-23","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-03-16T13:15:01-05:00","udate":"2026-03-16T13:15:54-05:00","edate":"2026-03-16T13:00:49-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-03-16 13:15:54","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-03-16 13:15:54","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-02-23 08:11:46","last_mpp_open_date":null,"best_send_hour":"0","links":{"bounceLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/bounceLogs","contactAutomations":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactAutomations?limit=2500&orders%5Blastdate%5D=DESC","contactData":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactData","contactGoals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactGoals","contactLists":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLists","contactLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLogs","contactTags":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactTags","contactDeals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactDeals","deals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/deals","fieldValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/fieldValues","geoIps":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/geoIps","notes":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/notes","organization":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/organization","plusAppend":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/plusAppend","trackingLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/trackingLogs","scoreValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/scoreValues","accountContacts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/accountContacts","automationEntryCounts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/automationEntryCounts"},"id":"31090","organization":"7500"}],"fieldValue":{"contact":"31090","field":"77","value":"02","cdate":"2025-03-10T09:43:51-05:00","udate":"2026-03-16T13:15:55-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300085\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300085\/field"},"owner":"31090","id":"300085"}}
FIELD 338 → HTTP 200
{"contacts":[{"cdate":"2025-03-10T09:43:48-05:00","email":"g@directobjective.ca","phone":"5144313257","firstName":"Gil","lastName":"Test","orgid":"7500","orgname":"Direct Objective Consulting","segmentio_id":"","bounced_hard":"0","bounced_soft":"0","bounced_date":null,"ip":"757910050","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"261","rating_tstamp":"2026-02-23","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-03-16T13:15:01-05:00","udate":"2026-03-16T13:15:54-05:00","edate":"2026-03-16T13:00:49-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-03-16 13:15:54","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-03-16 13:15:54","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-02-23 08:11:46","last_mpp_open_date":null,"best_send_hour":"0","links":{"bounceLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/bounceLogs","contactAutomations":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactAutomations?limit=2500&orders%5Blastdate%5D=DESC","contactData":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactData","contactGoals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactGoals","contactLists":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLists","contactLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLogs","contactTags":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactTags","contactDeals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactDeals","deals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/deals","fieldValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/fieldValues","geoIps":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/geoIps","notes":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/notes","organization":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/organization","plusAppend":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/plusAppend","trackingLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/trackingLogs","scoreValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/scoreValues","accountContacts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/accountContacts","automationEntryCounts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/automationEntryCounts"},"id":"31090","organization":"7500"}],"fieldValue":{"contact":"31090","field":"338","value":"No","cdate":"2026-01-30T09:02:18-06:00","udate":"2026-03-16T13:15:55-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/994320\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/994320\/field"},"owner":"31090","id":"994320"}}
FIELD 339 → HTTP 200
{"contacts":[{"cdate":"2025-03-10T09:43:48-05:00","email":"g@directobjective.ca","phone":"5144313257","firstName":"Gil","lastName":"Test","orgid":"7500","orgname":"Direct Objective Consulting","segmentio_id":"","bounced_hard":"0","bounced_soft":"0","bounced_date":null,"ip":"757910050","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"261","rating_tstamp":"2026-02-23","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-03-16T13:15:01-05:00","udate":"2026-03-16T13:15:54-05:00","edate":"2026-03-16T13:00:49-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-03-16 13:15:54","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-03-16 13:15:54","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-02-23 08:11:46","last_mpp_open_date":null,"best_send_hour":"0","links":{"bounceLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/bounceLogs","contactAutomations":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactAutomations?limit=2500&orders%5Blastdate%5D=DESC","contactData":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactData","contactGoals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactGoals","contactLists":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLists","contactLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactLogs","contactTags":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactTags","contactDeals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/contactDeals","deals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/deals","fieldValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/fieldValues","geoIps":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/geoIps","notes":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/notes","organization":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/organization","plusAppend":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/plusAppend","trackingLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/trackingLogs","scoreValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/scoreValues","accountContacts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/accountContacts","automationEntryCounts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31090\/automationEntryCounts"},"id":"31090","organization":"7500"}],"fieldValue":{"contact":"31090","field":"339","value":"No","cdate":"2026-02-20T14:13:48-06:00","udate":"2026-03-16T13:15:55-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/1011178\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/1011178\/field"},"owner":"31090","id":"1011178"}}
FIELD 340 → HTTP 200
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FIELD 341 → HTTP 200
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FIELD 342 → HTTP 200
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FIELD 345 → HTTP 200
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========================================

========================================
📞 Retell Post-Call Webhook
🕒 2026-03-16 14:22:52
----------------------------------------
RAW:
{"event":"call_analyzed","call":{"call_id":"call_d902f63282edc31083e1a4ad279","call_type":"phone_call","agent_id":"agent_e28fce9dc8aa168cccde638a64","agent_version":5,"agent_name":"NPI APX","retell_llm_dynamic_variables":{"first_name":"Gil","last_name":"Test","full_name":"Gil Test","contact_id":"31090","email":"g@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"AST","bloc_notes_ac":"2026 Jan 27 contact want to renew and sent the email1\n2026/01/30 voice mail\n2026 Feb 05 - Agent called contact about lapsed Associate membership, requested to ask questions about membership experience\n2026 Feb 05 - contact on sick leave, satisfied (4/5) but declined renewal twice\n2026 Feb 05 - Contact declined renewal as company became member\n2026 Feb 05 - Contact did not renew individual membership because company Direct Objective became organization member, rated satisfaction 4/5, survey completed\n2026 Feb 05 - Contact not interested in renewing, refused to provide reason\n2026 Feb 05 - contact no longer in payroll, did not renew membership, completed exit survey, satisfaction rating 4/5\n2026 Feb 05 - Contact agreed to renew membership\n2026 Feb 05 - Contact forgot to renew membership, expressed eagerness to renew, agent sent renewal application email to g@directobjective.ca, contact confirmed receipt and ready to proceed with renewal\n2026 Feb 10 - agent Ellen initiated contact with Gil, introduced herself but conversation was interrupted/incomplete\n2026 Feb 10 Gil not available and contact did not know when he would be available 1\n2026 Feb 10 - attempted to reach Gil, not available, no callback time provided\n2026 Feb 10 - Contact declined renewal, stated membership didn't provide enough value, didn't use it enough, satisfaction rated 4/5\n2026 Feb 10 - Contact's membership lapsed, didn't use enough, no money to renew now but requested and received renewal info email\n2026 Feb 10 contact want to renew and sent the email 1\n2026 Feb 10 - contact requested email instead of phone discussion, renewal info sent to g@directobjective.ca, declined survey due to time constraints\n2026 Feb 11 Gil unavailable, no callback time provided 1\n2026 Feb 11 Gil is not available, call back later 1\n2026 Feb 11 - Gil unavailable, no callback time provided\n2026 Feb 11 - Contact initially wanted to renew membership but declined after stating did not receive expected value\n2026 Feb 11 - Contact declined membership renewal, cited fee not worth benefits, satisfaction rated 3/5\n2026 Feb 11 - Contact Gil discussed lapsed membership, joined for career advancement, didn't renew due to fee vs benefits concern, rated satisfaction 3/5, call ended during demographic question\n2026 Feb 11 - Contact completed membership survey, expressed interest in renewal, requested and received application email\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 - Contact expressed dissatisfaction with service quality but agreed to renew membership; application form sent\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 contact want to renew and sent the email\n2026 Feb 12 contact declined to renew because retiring soon 1\n2026 Feb 12 contact is about to retire and membership will not be renewed\n2026 Feb 12 contact retiring in a few months and not sure if need it1\n2026 Feb 12 contact will call back later bye 1\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 contact forgot to renew and agent sent the email\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 - contact forgot to renew, agent sent renewal application via email, contact confirmed receipt and agreed to renew\n2026 Feb 12 - Contact forgot to renew membership, agent sent renewal application email, contact confirmed receipt and completed satisfaction survey (rated 5/5)\n2026 Feb 12 contact declined renewal because benefits are not useful 1\n2026 Feb 12 contact declined renewal because the fee wasn't worth the benefits 1\n2026 Feb 13 contact wants to renew and sent the email\n2026 Feb 13 - Contact Gil agreed to renew lapsed Associate membership after completing satisfaction survey (rated 4/5, joined to advance career). Application email sent to g@directobjective.ca after initial delivery issue resolved.\n2026 Feb 13 - Contact forgot to renew, sent renewal email, declined renewal due to no longer working in payroll\n2026 Feb 13 - Contact refused to renew due to dissatisfaction with service\n2026 Feb 13 contact declined renewal due to service issue 1\n2026 Feb 13 - Contact forgot to renew, initially agreed to renew but declined email application\n2026 Feb 13 contact want to renew and sent the email\n2026 Feb 13 - contact explained company has organization membership, no individual renewal needed, started survey\n2026 Feb 13 contact want to renew and sent the email1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 scheduled a call back on Monday at 1pm 1\n2026 Feb 13 - Agent called for Jacques, initially unavailable but then connected\n2026 Feb 13 contact said he is about to retire and does not want to renew his membership 1\n2026 Feb 13 contact not interested to renew because he doesn't work in payroll anymore 1\n2026 Feb 13 agent called Jacques about NPI membership, but the information was outdated. Jacques answered one question but declined to continue and ended the call.1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 - Contact not available initially, later spoke with Jacques who is retiring and not renewing membership.\n2026 Feb 16 contact initially declined renewal due to fee, but later agreed and application form sent.1\n2026 Feb 16 contact forgot to renew and sent the email1\n2026 Feb 16 - Contact agreed to renew membership and application form sent\n2026 Feb 16 - Contact forgot to renew membership, agent sent application form via email, completed survey (initial value: advancing career, satisfaction: 3/5, age: 61+)\n2026 Feb 16 - Contact initially declined renewal due to poor service experience with unknowledgeable info line staff, but agreed to renew after discussing membership fee of $315 plus taxes and agent acknowledged the service issue\n2026 Feb 16 contact agreed to renew and agent sent the application form1\n2026 Feb 16 contact forgot to renew and agent sent the renewal application email1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 16 - Contact forgot to renew, sent application form\n2026 Feb 16 contact want to renew and sent the email1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 17 contact forgot to renew and agent sent the renewal form 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 17 contact want to renew and sent the email\n2026 Feb 17 contact want to renew and sent the email1\n2026 Feb 17 contact declined to renew because his company became a member and he is using their benefits. agent tried to convince him to renew his individual membership, but Gil declined again 1\n2026 Feb 17 contact declined renewal because company became a member and is using their benefits1\n2026 Feb 17 contact declined to renew because their company became a member and they are using their benefits 1\n2026 Feb 17 contact agreed to sponsor his membership and renewal email sent1\n2026 Feb 17 contact decided not to renew because company became a member and he is using the benefits through the company 1\n2026 Feb 17 contact's company became a member and he is using the membership benefits through his company 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 18 - Contact wants to renew, sent application form email\n2026 Feb 18 contact want to renew and sent the email\n2026 Feb 18 - Contact unaware of expired membership, requested renewal application email\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email and answered the survey1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact don't want to renew and end the call 1\n2026 Feb 18 contact not interested in renewing membership and provided a reason 1\n2026 Feb 18 contact membership lapsed and answered survey questions 1\n2026 Feb 18 contact membership lapsed and not renew after the seminar1\n2026 Feb 19 contact declined to renew membership because fee wasn't worth it 1\n2026 Feb 19 contact forgot to renew, sent application form, user wants to renew\n2026 Feb 19 - Contact declined renewal because company has organizational membership; noted organization name Direct Objective.\n2026 Feb 20 - Contact temporarily out of payroll job but interested in renewing; application form sent via email; question on maternity leave forwarded for follow-up.\n2026 Feb 20 - call reached voicemail, no contact made\n2026 Feb 24 call ended early due to name confusion, no survey or renewal discussion completed\n2026 Feb 24 contact declined renewal citing lack of benefit - NPI#\n2026 Feb 24 call started, brief conversation with Alexandra, call ended abruptly\n2026 Feb 24 contact not interested in renewing membership - NPI#\n2026 Feb 24 contact prefers to be called Alex, declined to renew and ended call\n2026 Feb 24 call ended after name pronunciation clarification, no survey or renewal discussion\n2026 Feb 24 no answer from contact - NPI#\n2026 Feb 24 - Contact not interested in renewing membership and ended call quickly - NPI#\n2026 Feb 24 brief call with Gil, name pronunciation clarified, call ended early\n2026 Feb 24 call reached Gil (pronounced Gill), call ended early\n2026 Feb 25 contact too busy, wants email but survey is phone only, did not renew\n2026 Feb 26 Agent called but Gil was not available, no message left.\n2026 Feb 26 Called but Gil not available, no voicemail left.\n2026 Feb 26 voicemail reached, Gil not available\n2026 Feb 26 called, Gil not available, no message left, callback later\n2026 Mar 16 contact not available, no callback time provided\n2026 Mar 16 contact interested in webinars and confirmed email for information; membership renewal discussed but not completed\n2026 Mar 16 contact agreed to receive webinar info and renewal application email - NPI# 31090","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-03-16T14:17:23-04:00","paid_thru":"2026-03-31"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_d902f63282edc31083e1a4ad279","X-RetellAI-SipTraceId":"call_d902f63282edc31083e1a4ad279","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.120;lr>"},"call_status":"ended","start_timestamp":1773685092709,"end_timestamp":1773685365066,"duration_ms":272357,"transcript":"Agent: Hello, \nUser: Hello? \nAgent: may I please speak with Gil?\nAgent: Hello, \nUser: Yes. This is Gil speaking. \nAgent: “Hello Gil. My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. We’re reaching out as part of our periodic member check-in to share valuable resources to help you stay up to date with your payroll tasks and maximize your membership benefits, if that’s OK.”\nUser: Sorry. Who are you again? \nAgent: My name is Ellen, calling on behalf of the National Payroll Institute, NPI. This is a courtesy call as part of our periodic member check-in to share valuable resources, keep you up to date on payroll, and maximize your membership benefits.\nUser: I'm sorry. Are you authorized to call me? \nAgent: Yes. We fully respect our members’ privacy and preferences. This call is permitted because you are a member of the National Payroll Institute.\nUser: Okay. Go ahead. \nAgent: How are you today?\nUser: I'm good. How are you? \nUser: you? \nAgent: I’m glad to hear you’re doing well. I’m doing well too, thank you for asking.\n\nToday, we want to draw your attention to complimentary webinars that are available on demand for you as a member. Here are just a few of the topics: Harnessing the Power of AI in Payroll, The Impact of tariffs on Payroll, and Promotions, advancing within the Payroll Field. May I email you more information about them?\nUser: Do you have my email? \nAgent: Yes, I do. May I verify that your email address is g at directobjective dot C A?\nUser: Uh, yes. That's my email, but, uh, I'm not interested. Sorry. I don't want the email. \nAgent: Thank you for letting me know. May I ask why you’re not interested in receiving the information?\nUser: I I don't have the time to attend webinars. \nAgent: Thank you for sharing that. Just so you know, these webinars are available on demand, so you can watch them at any time that’s convenient for you.By the way, I noticed your membership is set to expire on March 31, 2026. I want to ensure you continue to access all the benefits available to you. Many members renew early to maintain uninterrupted access to the NPI resources. The renewal will only apply at the end of your membership date. Would you like to take care of your renewal, too?\nUser: Uh, no. Thanks. \nAgent: Can you please tell us the main reason why you chose not to renew your NPI membership? Is it because: \n\n1, You are no longer working in payroll.2, You didn’t use the membership enough, or payroll wasn’t complex for you.3, You’re temporarily out of a payroll job.4, You felt the benefits were useful, but the fee wasn’t worth it.If you have another reason, you can tell me what it is. Which of these best describes your situation?\nUser: Number two. \nAgent: Thank you for sharing that. There are many resources and tools to help you stay up to date with payroll compliance, such as late-breaking payroll news, payroll guidelines, and our Dialogue Magazine. You also have unlimited access to our Payroll InfoLine for complex questions. With this being said, will you be open to renewing your Associate Membership today?\nUser: Uh, no. Thank you. \nAgent: Thank you for letting me know.Now, on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied, how would you rate your overall satisfaction with your NPI membership experience?\nUser: I am very dissatisfied with this. I don't think I received a good service. \nUser: I'm just giving you feedback. I know if you would be able to tell the right person but I would I had a very bad experience. \nAgent: I'm sorry that our service did not meet your expectations. What was the specific issue that made you unhappy with our service?\nUser: I asked a question from and they were supposed to call me back with an answer. But they never called me back. And I and when I followed up with NPI, they were actually a bit rude to me. \nAgent: Thank you for sharing that with me. I'll transfer this information to the responsible person. We're constantly making improvements, and it might be an isolated incident. But I will definitely pass the information. With this in mind and knowing we are committed to improving your experience, would you be open to considering a renewal?\nUser: Uh, no. I don't think so. \nAgent: Thank you for your feedback and for your time today.\n\nThanks for being a valued member of the National Payroll Institute. Have a great day!\nUser: You too bye \n","transcript_object":[{"role":"agent","content":"Hello, ","words":[{"word":"Hello, ","start":1.460708251953125,"end":1.7505634765625}],"metadata":{"response_id":0}},{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":1.79,"end":2.11}]},{"role":"agent","content":"may I please speak with Gil?","words":[{"word":"may ","start":1.7505634765625,"end":2.04041845703125},{"word":"I ","start":2.04041845703125,"end":2.3302734375},{"word":"please ","start":2.3302734375,"end":2.620128662109375},{"word":"speak ","start":2.620128662109375,"end":2.909983642578125},{"word":"with ","start":2.78464501953125,"end":3.0745},{"word":"Gil?","start":2.78464501953125,"end":3.0745}],"metadata":{"response_id":0}},{"role":"agent","content":"Hello, ","words":[{"word":"Hello, ","start":4.238708251953125,"end":4.5285634765625}],"metadata":{"response_id":1}},{"role":"user","content":"Yes. This is Gil speaking. ","words":[{"word":"Yes. ","start":4.1899999999999995,"end":4.67},{"word":"This ","start":4.67,"end":4.829999999999999},{"word":"is ","start":4.829999999999999,"end":4.990000299999999},{"word":"Gil ","start":4.990000299999999,"end":5.31},{"word":"speaking. 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Who are you again? ","words":[{"word":"Sorry. ","start":22.15,"end":22.87},{"word":"Who ","start":23.349999999999998,"end":23.59},{"word":"are ","start":23.59,"end":23.75},{"word":"you ","start":23.75,"end":23.91},{"word":"again? ","start":23.91,"end":24.07}]},{"role":"agent","content":"My name is Ellen, calling on behalf of the National Payroll Institute, NPI. 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Are you authorized to call me? ","words":[{"word":"I'm ","start":38.6,"end":39.24},{"word":"sorry. ","start":39.24,"end":39.640003},{"word":"Are ","start":39.640003,"end":39.960002},{"word":"you ","start":39.960002,"end":40.12000200000001},{"word":"authorized ","start":40.12000200000001,"end":40.6},{"word":"to ","start":40.6,"end":40.92},{"word":"call ","start":40.92,"end":41.080000000000005},{"word":"me? ","start":41.080000000000005,"end":41.24}]},{"role":"agent","content":"Yes. We fully respect our members’ privacy and preferences. This call is permitted because you are a member of the National Payroll Institute.","words":[{"word":"Yes.","start":42.48870825195313,"end":42.7785634765625},{"word":" We ","start":43.25070825195313,"end":43.5405634765625},{"word":"fully ","start":43.5405634765625,"end":43.83041845703125},{"word":"respect ","start":43.83041845703125,"end":44.1202734375},{"word":"our ","start":44.1202734375,"end":44.41012866210937},{"word":"members’ ","start":44.41012866210937,"end":44.699983642578125},{"word":"privacy ","start":44.699983642578125,"end":44.9898388671875},{"word":"and ","start":44.9898388671875,"end":45.27969384765625},{"word":"preferences.","start":45.27969384765625,"end":45.569548828125},{"word":" This ","start":46.083541748046876,"end":46.37339672851562},{"word":"call ","start":46.37339672851562,"end":46.663251708984376},{"word":"is ","start":46.663251708984376,"end":46.95310693359375},{"word":"permitted ","start":46.95310693359375,"end":47.2429619140625},{"word":"because ","start":47.2429619140625,"end":47.532817138671874},{"word":"you ","start":47.532817138671874,"end":47.82267211914063},{"word":"are ","start":47.82267211914063,"end":48.11252709960937},{"word":"a ","start":48.11252709960937,"end":48.40238232421875},{"word":"member ","start":48.40238232421875,"end":48.6922373046875},{"word":"of ","start":48.6922373046875,"end":48.98209228515625},{"word":"the ","start":48.98209228515625,"end":49.271947509765624},{"word":"National ","start":49.271947509765624,"end":49.56180249023438},{"word":"Payroll ","start":49.439228271484374,"end":49.72908325195313},{"word":"Institute.","start":49.439228271484374,"end":49.72908325195313}],"metadata":{"response_id":4}},{"role":"user","content":"Okay. Go ahead. ","words":[{"word":"Okay. ","start":52,"end":52.720000000000006},{"word":"Go ","start":52.720000000000006,"end":52.88},{"word":"ahead. ","start":52.88,"end":53.040000000000006}]},{"role":"agent","content":"How are you today?","words":[{"word":"How ","start":54.821708251953126,"end":55.1115634765625},{"word":"are ","start":55.1115634765625,"end":55.40141845703125},{"word":"you ","start":55.40141845703125,"end":55.6912734375},{"word":"today?","start":55.6231865234375,"end":55.91304174804687}],"metadata":{"response_id":5}},{"role":"user","content":"I'm good. How are you? ","words":[{"word":"I'm ","start":57.830000000000005,"end":58.230000000000004},{"word":"good. ","start":58.230000000000004,"end":58.550000000000004},{"word":"How ","start":58.550000000000004,"end":58.63},{"word":"are ","start":58.63,"end":58.790000000000006},{"word":"you? ","start":58.790000000000006,"end":58.87000200000001}]},{"role":"user","content":"you? ","words":[{"word":"you? ","start":58.87000200000001,"end":59.11000000000001}]},{"role":"agent","content":"I’m glad to hear you’re doing well. I’m doing well too, thank you for asking.\n\nToday, we want to draw your attention to complimentary webinars that are available on demand for you as a member. Here are just a few of the topics: Harnessing the Power of AI in Payroll, The Impact of tariffs on Payroll, and Promotions, advancing within the Payroll Field. May I email you more information about them?","words":[{"word":"I’m ","start":61.14070825195312,"end":61.4305634765625},{"word":"glad ","start":61.4305634765625,"end":61.72041845703125},{"word":"to ","start":61.72041845703125,"end":62.0102734375},{"word":"hear ","start":62.0102734375,"end":62.30012866210937},{"word":"you’re ","start":62.27889501953125,"end":62.56875},{"word":"doing ","start":62.27889501953125,"end":62.56875},{"word":"well.","start":62.27889501953125,"end":62.56875},{"word":" I’m ","start":62.56875,"end":62.85860498046875},{"word":"doing ","start":62.85860498046875,"end":63.14846020507812},{"word":"well ","start":63.14846020507812,"end":63.43831518554688},{"word":"too, ","start":63.43831518554688,"end":63.72817041015625},{"word":"thank ","start":63.72817041015625,"end":64.018025390625},{"word":"you ","start":64.00877001953126,"end":64.298625},{"word":"for ","start":64.00877001953126,"end":64.298625},{"word":"asking.","start":64.00877001953126,"end":64.298625},{"word":"\n\nToday, ","start":64.298625,"end":64.58847998046875},{"word":"we ","start":64.58847998046875,"end":64.87833520507813},{"word":"want ","start":64.87833520507813,"end":65.16819018554688},{"word":"to ","start":65.16819018554688,"end":65.45804541015625},{"word":"draw ","start":65.45804541015625,"end":65.747900390625},{"word":"your ","start":65.747900390625,"end":66.03775537109375},{"word":"attention ","start":66.03775537109375,"end":66.32761059570312},{"word":"to ","start":66.32761059570312,"end":66.61746557617188},{"word":"complimentary ","start":66.61746557617188,"end":66.90732055664063},{"word":"webinars ","start":66.90732055664063,"end":67.19717578125},{"word":"that ","start":67.19717578125,"end":67.48703076171876},{"word":"are ","start":67.48703076171876,"end":67.77688598632812},{"word":"available ","start":67.77688598632812,"end":68.06674096679687},{"word":"on ","start":68.06674096679687,"end":68.35659594726563},{"word":"demand ","start":68.35659594726563,"end":68.646451171875},{"word":"for ","start":68.646451171875,"end":68.93630615234375},{"word":"you ","start":68.93630615234375,"end":69.2261611328125},{"word":"as ","start":69.2261611328125,"end":69.51601635742188},{"word":"a ","start":69.41902001953125,"end":69.708875},{"word":"member.","start":69.41902001953125,"end":69.708875},{"word":" Here ","start":69.708875,"end":69.99872998046875},{"word":"are ","start":69.99872998046875,"end":70.28858520507812},{"word":"just ","start":70.28858520507812,"end":70.57844018554688},{"word":"a ","start":70.57844018554688,"end":70.86829541015625},{"word":"few ","start":70.86829541015625,"end":71.158150390625},{"word":"of ","start":71.158150390625,"end":71.44800537109376},{"word":"the ","start":71.44800537109376,"end":71.73786059570313},{"word":"topics: ","start":71.73786059570313,"end":72.02771557617187},{"word":"Harnessing ","start":72.02771557617187,"end":72.31757055664062},{"word":"the ","start":72.31757055664062,"end":72.60742578125},{"word":"Power ","start":72.60742578125,"end":72.89728076171875},{"word":"of ","start":72.89728076171875,"end":73.18713598632813},{"word":"AI ","start":73.18713598632813,"end":73.47699096679688},{"word":"in ","start":73.47699096679688,"end":73.76684594726562},{"word":"Payroll, ","start":73.76684594726562,"end":74.056701171875},{"word":"The ","start":74.056701171875,"end":74.34655615234375},{"word":"Impact ","start":74.34655615234375,"end":74.6364111328125},{"word":"of ","start":74.6364111328125,"end":74.92626635742188},{"word":"tariffs ","start":74.92626635742188,"end":75.21612133789063},{"word":"on ","start":75.21612133789063,"end":75.5059765625},{"word":"Payroll, ","start":75.5059765625,"end":75.79583154296876},{"word":"and ","start":75.79583154296876,"end":76.0856865234375},{"word":"Promotions, ","start":76.0856865234375,"end":76.37554174804687},{"word":"advancing ","start":76.37554174804687,"end":76.66539672851563},{"word":"within ","start":76.66539672851563,"end":76.95525170898438},{"word":"the ","start":76.95525170898438,"end":77.24510693359375},{"word":"Payroll ","start":77.16289501953125,"end":77.45275},{"word":"Field.","start":77.16289501953125,"end":77.45275},{"word":" May ","start":77.45275,"end":77.74260498046876},{"word":"I ","start":77.74260498046876,"end":78.03246020507812},{"word":"email ","start":78.03246020507812,"end":78.32231518554687},{"word":"you ","start":78.32231518554687,"end":78.61217041015625},{"word":"more ","start":78.61217041015625,"end":78.902025390625},{"word":"information ","start":78.902025390625,"end":79.19188037109375},{"word":"about ","start":79.19188037109375,"end":79.48173559570313},{"word":"them?","start":79.48173559570313,"end":79.77159057617187}],"metadata":{"response_id":8}},{"role":"user","content":"Do you have my email? ","words":[{"word":"Do ","start":81.21,"end":81.53},{"word":"you ","start":81.53,"end":81.69},{"word":"have ","start":81.69,"end":81.85},{"word":"my ","start":81.85,"end":82.00999999999999},{"word":"email? ","start":82.00999999999999,"end":82.33}]},{"role":"agent","content":"Yes, I do. May I verify that your email address is g at directobjective dot C A?","words":[{"word":"Yes, ","start":84.34970825195313,"end":84.6395634765625},{"word":"I ","start":84.6395634765625,"end":84.92941845703125},{"word":"do.","start":84.92941845703125,"end":85.2192734375},{"word":" May ","start":85.684875,"end":85.97472998046875},{"word":"I ","start":85.97472998046875,"end":86.26458520507812},{"word":"verify ","start":86.26458520507812,"end":86.55444018554688},{"word":"that ","start":86.55444018554688,"end":86.84429541015625},{"word":"your ","start":86.84429541015625,"end":87.134150390625},{"word":"email ","start":87.134150390625,"end":87.42400537109376},{"word":"address ","start":87.42400537109376,"end":87.71386059570312},{"word":"is ","start":87.71386059570312,"end":88.00371557617187},{"word":"g ","start":88.00371557617187,"end":88.29357055664063},{"word":"at ","start":88.29357055664063,"end":88.58342578125},{"word":"directobjective ","start":88.58342578125,"end":88.87328076171875},{"word":"dot ","start":88.87328076171875,"end":89.16313598632813},{"word":"C ","start":89.16313598632813,"end":89.45299096679688},{"word":"A?","start":89.45299096679688,"end":89.74284594726562}],"metadata":{"response_id":10}},{"role":"user","content":"Uh, yes. That's my email, but, uh, I'm not interested. Sorry. I don't want the email. ","words":[{"word":"Uh, ","start":92.56,"end":92.72},{"word":"yes. ","start":92.72,"end":93.11999999999999},{"word":"That's ","start":93.11999999999999,"end":93.36},{"word":"my ","start":93.36,"end":93.6},{"word":"email, ","start":93.6,"end":94.08},{"word":"but, ","start":94.08,"end":94.56},{"word":"uh, ","start":94.56,"end":94.64},{"word":"I'm ","start":94.64,"end":94.96},{"word":"not ","start":94.96,"end":95.2},{"word":"interested. ","start":95.2,"end":95.679996},{"word":"Sorry. ","start":96.32,"end":96.8},{"word":"I ","start":96.8,"end":96.96},{"word":"don't ","start":96.96,"end":97.11999999999999},{"word":"want ","start":97.11999999999999,"end":97.28},{"word":"the ","start":97.28,"end":97.44},{"word":"email. ","start":97.44,"end":97.6}]},{"role":"agent","content":"Thank you for letting me know. May I ask why you’re not interested in receiving the information?","words":[{"word":"Thank ","start":99.08870825195312,"end":99.3785634765625},{"word":"you ","start":99.3785634765625,"end":99.66841845703125},{"word":"for ","start":99.66841845703125,"end":99.9582734375},{"word":"letting ","start":99.9582734375,"end":100.24812866210938},{"word":"me ","start":100.0991865234375,"end":100.38904174804688},{"word":"know.","start":100.0991865234375,"end":100.38904174804688},{"word":" May ","start":100.38904174804688,"end":100.67889672851562},{"word":"I ","start":100.67889672851562,"end":100.96875170898437},{"word":"ask ","start":100.96875170898437,"end":101.25860693359375},{"word":"why ","start":101.25860693359375,"end":101.5484619140625},{"word":"you’re ","start":101.5484619140625,"end":101.83831713867187},{"word":"not ","start":101.83831713867187,"end":102.12817211914063},{"word":"interested ","start":102.12817211914063,"end":102.41802709960938},{"word":"in ","start":102.41802709960938,"end":102.70788232421874},{"word":"receiving ","start":102.70788232421874,"end":102.9977373046875},{"word":"the ","start":102.9977373046875,"end":103.28759228515625},{"word":"information?","start":103.28759228515625,"end":103.57744750976562}],"metadata":{"response_id":15}},{"role":"user","content":"I I don't have the time to attend webinars. ","words":[{"word":"I ","start":106.22999999999999,"end":106.47},{"word":"I ","start":106.47,"end":106.71},{"word":"don't ","start":106.71,"end":106.95},{"word":"have ","start":106.95,"end":107.19},{"word":"the ","start":107.19,"end":107.35},{"word":"time ","start":107.35,"end":107.50999999999999},{"word":"to ","start":107.50999999999999,"end":107.749996},{"word":"attend ","start":107.749996,"end":108.14999999999999},{"word":"webinars. ","start":108.14999999999999,"end":108.71}]},{"role":"agent","content":"Thank you for sharing that. Just so you know, these webinars are available on demand, so you can watch them at any time that’s convenient for you.By the way, I noticed your membership is set to expire on March 31, 2026. I want to ensure you continue to access all the benefits available to you. Many members renew early to maintain uninterrupted access to the NPI resources. The renewal will only apply at the end of your membership date. 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Thanks. ","words":[{"word":"Uh, ","start":134.32000000000002,"end":134.8},{"word":"no. ","start":134.8,"end":135.28},{"word":"Thanks. ","start":135.28,"end":135.44}]},{"role":"agent","content":"Can you please tell us the main reason why you chose not to renew your NPI membership? Is it because: \n\n1, You are no longer working in payroll.2, You didn’t use the membership enough, or payroll wasn’t complex for you.3, You’re temporarily out of a payroll job.4, You felt the benefits were useful, but the fee wasn’t worth it.If you have another reason, you can tell me what it is. 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","words":[{"word":"Number ","start":163.52,"end":164},{"word":"two. ","start":164,"end":164.16}]},{"role":"agent","content":"Thank you for sharing that. There are many resources and tools to help you stay up to date with payroll compliance, such as late-breaking payroll news, payroll guidelines, and our Dialogue Magazine. You also have unlimited access to our Payroll InfoLine for complex questions. 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Thank you. ","words":[{"word":"Uh, ","start":183.63000000000002,"end":184.03},{"word":"no. ","start":184.03,"end":184.35000000000002},{"word":"Thank ","start":184.35000000000002,"end":184.59},{"word":"you. 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I don't think I received a good service. ","words":[{"word":"I ","start":198.34,"end":198.74},{"word":"am ","start":198.74,"end":199.14000000000001},{"word":"very ","start":199.14000000000001,"end":199.62},{"word":"dissatisfied ","start":199.62,"end":200.58},{"word":"with ","start":200.58,"end":200.9},{"word":"this. ","start":201.02,"end":201.26000000000002},{"word":"I ","start":201.26000000000002,"end":201.5},{"word":"don't ","start":201.5,"end":201.74},{"word":"think ","start":201.74,"end":202.3},{"word":"I ","start":202.54000000000002,"end":202.94},{"word":"received ","start":202.94,"end":203.33999},{"word":"a ","start":203.33999,"end":203.58},{"word":"good ","start":203.58,"end":203.9},{"word":"service. ","start":203.9,"end":204.3}]},{"role":"user","content":"I'm just giving you feedback. I know if you would be able to tell the right person but I would I had a very bad experience. 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What was the specific issue that made you unhappy with our service?","words":[{"word":"I'm ","start":217.93670825195312,"end":218.2265634765625},{"word":"sorry ","start":218.2265634765625,"end":218.51641845703125},{"word":"that ","start":218.51641845703125,"end":218.8062734375},{"word":"our ","start":218.8062734375,"end":219.09612866210938},{"word":"service ","start":219.09612866210938,"end":219.3859836425781},{"word":"did ","start":219.3859836425781,"end":219.6758388671875},{"word":"not ","start":219.6758388671875,"end":219.96569384765624},{"word":"meet ","start":219.96569384765624,"end":220.255548828125},{"word":"your ","start":220.255548828125,"end":220.54540405273437},{"word":"expectations.","start":220.54540405273437,"end":220.83525903320313},{"word":" What ","start":221.41970825195312,"end":221.7095634765625},{"word":"was ","start":221.7095634765625,"end":221.99941845703125},{"word":"the ","start":221.99941845703125,"end":222.2892734375},{"word":"specific ","start":222.2892734375,"end":222.57912866210938},{"word":"issue ","start":222.57912866210938,"end":222.86898364257812},{"word":"that ","start":222.86898364257812,"end":223.1588388671875},{"word":"made ","start":223.1588388671875,"end":223.44869384765624},{"word":"you ","start":223.44869384765624,"end":223.738548828125},{"word":"unhappy ","start":223.738548828125,"end":224.02840405273437},{"word":"with ","start":224.02840405273437,"end":224.31825903320313},{"word":"our ","start":224.31097827148437,"end":224.60083325195313},{"word":"service?","start":224.31097827148437,"end":224.60083325195313}],"metadata":{"response_id":27}},{"role":"user","content":"I asked a question from and they were supposed to call me back with an answer. But they never called me back. And I and when I followed up with NPI, they were actually a bit rude to me. ","words":[{"word":"I ","start":227.05,"end":227.37},{"word":"asked ","start":227.37,"end":227.77},{"word":"a ","start":227.77,"end":228.01000000000002},{"word":"question ","start":228.01000000000002,"end":228.33},{"word":"from ","start":228.33,"end":228.65},{"word":"and ","start":229.34999000000002,"end":229.58999},{"word":"they ","start":229.58999,"end":229.83},{"word":"were ","start":229.83,"end":229.98999},{"word":"supposed ","start":229.98999,"end":230.55},{"word":"to ","start":230.55,"end":230.70999},{"word":"call ","start":230.70999,"end":231.03},{"word":"me ","start":231.03,"end":231.34999000000002},{"word":"back ","start":231.34999000000002,"end":231.58999},{"word":"with ","start":231.58999,"end":231.83},{"word":"an ","start":231.83,"end":232.06999000000002},{"word":"answer. 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I don't think so. ","words":[{"word":"Uh, ","start":260.77,"end":261.16999999999996},{"word":"no. ","start":261.16999999999996,"end":261.65},{"word":"I ","start":261.65,"end":261.89},{"word":"don't ","start":261.89,"end":262.04999999999995},{"word":"think ","start":262.04999999999995,"end":262.21},{"word":"so. ","start":262.21,"end":262.37}]},{"role":"agent","content":"Thank you for your feedback and for your time today.\n\nThanks for being a valued member of the National Payroll Institute. Have a great day!","words":[{"word":"Thank ","start":264.2667082519531,"end":264.5565634765625},{"word":"you ","start":264.5565634765625,"end":264.84641845703123},{"word":"for ","start":264.84641845703123,"end":265.1362734375},{"word":"your ","start":265.1362734375,"end":265.42612866210936},{"word":"feedback ","start":265.42612866210936,"end":265.7159836425781},{"word":"and ","start":265.7159836425781,"end":266.0058388671875},{"word":"for ","start":266.0058388671875,"end":266.29569384765625},{"word":"your ","start":266.29569384765625,"end":266.585548828125},{"word":"time ","start":266.3917282714844,"end":266.6815832519531},{"word":"today.","start":266.3917282714844,"end":266.6815832519531},{"word":"\n\nThanks ","start":266.6815832519531,"end":266.9714384765625},{"word":"for ","start":266.9714384765625,"end":267.26129345703123},{"word":"being ","start":267.26129345703123,"end":267.5511484375},{"word":"a ","start":267.5511484375,"end":267.84100366210936},{"word":"valued ","start":267.84100366210936,"end":268.1308586425781},{"word":"member ","start":268.1308586425781,"end":268.4207138671875},{"word":"of ","start":268.4207138671875,"end":268.71056884765625},{"word":"the ","start":268.71056884765625,"end":269.000423828125},{"word":"National ","start":269.000423828125,"end":269.2902790527344},{"word":"Payroll ","start":269.1665200195313,"end":269.456375},{"word":"Institute.","start":269.1665200195313,"end":269.456375},{"word":" Have ","start":269.456375,"end":269.74622998046874},{"word":"a ","start":269.74622998046874,"end":270.0360852050781},{"word":"great ","start":269.8979365234375,"end":270.1877917480469},{"word":"day!","start":269.8979365234375,"end":270.1877917480469}],"metadata":{"response_id":32}},{"role":"user","content":"You too bye ","words":[{"word":"You ","start":271.18998,"end":271.43},{"word":"too ","start":271.43,"end":271.66999999999996},{"word":"bye ","start":271.66999999999996,"end":271.83}]}],"transcript_with_tool_calls":[{"role":"agent","content":"Hello, ","words":[{"word":"Hello, ","start":1.460708251953125,"end":1.7505634765625}],"metadata":{"response_id":0}},{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":1.79,"end":2.11}]},{"role":"agent","content":"may I please speak with Gil?","words":[{"word":"may ","start":1.7505634765625,"end":2.04041845703125},{"word":"I ","start":2.04041845703125,"end":2.3302734375},{"word":"please ","start":2.3302734375,"end":2.620128662109375},{"word":"speak ","start":2.620128662109375,"end":2.909983642578125},{"word":"with ","start":2.78464501953125,"end":3.0745},{"word":"Gil?","start":2.78464501953125,"end":3.0745}],"metadata":{"response_id":0}},{"role":"agent","content":"Hello, ","words":[{"word":"Hello, ","start":4.238708251953125,"end":4.5285634765625}],"metadata":{"response_id":1}},{"role":"user","content":"Yes. This is Gil speaking. ","words":[{"word":"Yes. ","start":4.1899999999999995,"end":4.67},{"word":"This ","start":4.67,"end":4.829999999999999},{"word":"is ","start":4.829999999999999,"end":4.990000299999999},{"word":"Gil ","start":4.990000299999999,"end":5.31},{"word":"speaking. 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We’re reaching out as part of our periodic member check-in to share valuable resources to help you stay up to date with your payroll tasks and maximize your membership benefits, if that’s OK.”","words":[{"word":"“Hello ","start":7.480708251953125,"end":7.7705634765625},{"word":"Gil.","start":7.7705634765625,"end":8.06041845703125},{"word":" My ","start":8.502375,"end":8.79222998046875},{"word":"name ","start":8.79222998046875,"end":9.082085205078124},{"word":"is ","start":9.082085205078124,"end":9.371940185546874},{"word":"Ellen, ","start":9.371940185546874,"end":9.66179541015625},{"word":"and ","start":9.66179541015625,"end":9.951650390625},{"word":"I’m ","start":9.951650390625,"end":10.24150537109375},{"word":"calling ","start":10.24150537109375,"end":10.531360595703125},{"word":"on ","start":10.531360595703125,"end":10.821215576171875},{"word":"behalf ","start":10.821215576171875,"end":11.111070556640625},{"word":"of ","start":11.111070556640625,"end":11.40092578125},{"word":"the ","start":11.40092578125,"end":11.69078076171875},{"word":"National ","start":11.69078076171875,"end":11.980635986328124},{"word":"Payroll ","start":11.980635986328124,"end":12.270490966796874},{"word":"Institute, ","start":12.270490966796874,"end":12.560345947265626},{"word":"NPI.","start":12.55464501953125,"end":12.8445},{"word":" We’re ","start":12.8445,"end":13.13435498046875},{"word":"reaching ","start":13.13435498046875,"end":13.424210205078126},{"word":"out ","start":13.424210205078126,"end":13.714065185546875},{"word":"as ","start":13.714065185546875,"end":14.00392041015625},{"word":"part ","start":14.00392041015625,"end":14.293775390625},{"word":"of ","start":14.293775390625,"end":14.58363037109375},{"word":"our ","start":14.58363037109375,"end":14.873485595703125},{"word":"periodic ","start":14.873485595703125,"end":15.163340576171874},{"word":"member ","start":15.163340576171874,"end":15.453195556640624},{"word":"check-in ","start":15.453195556640624,"end":15.74305078125},{"word":"to ","start":15.74305078125,"end":16.03290576171875},{"word":"share ","start":16.03290576171875,"end":16.322760986328124},{"word":"valuable ","start":16.322760986328124,"end":16.612615966796874},{"word":"resources ","start":16.612615966796874,"end":16.902470947265623},{"word":"to ","start":16.902470947265623,"end":17.192326171875},{"word":"help ","start":17.192326171875,"end":17.48218115234375},{"word":"you ","start":17.48218115234375,"end":17.7720361328125},{"word":"stay ","start":17.7720361328125,"end":18.061891357421874},{"word":"up ","start":18.061891357421874,"end":18.351746337890624},{"word":"to ","start":18.351746337890624,"end":18.6416015625},{"word":"date ","start":18.6416015625,"end":18.93145654296875},{"word":"with ","start":18.93145654296875,"end":19.2213115234375},{"word":"your ","start":19.2213115234375,"end":19.511166748046875},{"word":"payroll ","start":19.511166748046875,"end":19.801021728515625},{"word":"tasks ","start":19.801021728515625,"end":20.090876708984375},{"word":"and ","start":20.090876708984375,"end":20.38073193359375},{"word":"maximize ","start":20.38073193359375,"end":20.6705869140625},{"word":"your ","start":20.6705869140625,"end":20.960442138671876},{"word":"membership ","start":20.960442138671876,"end":21.250297119140626},{"word":"benefits, ","start":20.97189501953125,"end":21.26175},{"word":"if ","start":20.97189501953125,"end":21.26175},{"word":"that’s ","start":20.97189501953125,"end":21.26175},{"word":"OK.”","start":20.97189501953125,"end":21.26175}],"metadata":{"response_id":2}},{"role":"user","content":"Sorry. Who are you again? ","words":[{"word":"Sorry. ","start":22.15,"end":22.87},{"word":"Who ","start":23.349999999999998,"end":23.59},{"word":"are ","start":23.59,"end":23.75},{"word":"you ","start":23.75,"end":23.91},{"word":"again? ","start":23.91,"end":24.07}]},{"role":"agent","content":"My name is Ellen, calling on behalf of the National Payroll Institute, NPI. This is a courtesy call as part of our periodic member check-in to share valuable resources, keep you up to date on payroll, and maximize your membership benefits.","words":[{"word":"My ","start":25.342708251953123,"end":25.6325634765625},{"word":"name ","start":25.6325634765625,"end":25.92241845703125},{"word":"is ","start":25.92241845703125,"end":26.2122734375},{"word":"Ellen, ","start":26.2122734375,"end":26.502128662109374},{"word":"calling ","start":26.502128662109374,"end":26.791983642578124},{"word":"on ","start":26.791983642578124,"end":27.0818388671875},{"word":"behalf ","start":27.0818388671875,"end":27.37169384765625},{"word":"of ","start":27.37169384765625,"end":27.661548828125},{"word":"the ","start":27.661548828125,"end":27.951404052734375},{"word":"National ","start":27.951404052734375,"end":28.241259033203125},{"word":"Payroll ","start":28.241259033203125,"end":28.531114013671875},{"word":"Institute, ","start":28.531114013671875,"end":28.82096923828125},{"word":"NPI.","start":28.744853271484374,"end":29.034708251953123},{"word":" This ","start":29.034708251953123,"end":29.3245634765625},{"word":"is ","start":29.3245634765625,"end":29.61441845703125},{"word":"a ","start":29.61441845703125,"end":29.9042734375},{"word":"courtesy ","start":29.9042734375,"end":30.194128662109375},{"word":"call ","start":30.194128662109375,"end":30.483983642578124},{"word":"as ","start":30.483983642578124,"end":30.7738388671875},{"word":"part ","start":30.7738388671875,"end":31.06369384765625},{"word":"of ","start":31.06369384765625,"end":31.353548828125},{"word":"our ","start":31.353548828125,"end":31.643404052734375},{"word":"periodic ","start":31.643404052734375,"end":31.933259033203125},{"word":"member ","start":31.933259033203125,"end":32.223114013671875},{"word":"check-in ","start":32.223114013671875,"end":32.51296923828125},{"word":"to ","start":32.51296923828125,"end":32.80282421875},{"word":"share ","start":32.80282421875,"end":33.09267944335937},{"word":"valuable ","start":33.09267944335937,"end":33.382534423828126},{"word":"resources, ","start":33.382534423828126,"end":33.67238940429687},{"word":"keep ","start":33.67238940429687,"end":33.96224462890625},{"word":"you ","start":33.96224462890625,"end":34.252099609375},{"word":"up ","start":34.252099609375,"end":34.54195458984375},{"word":"to ","start":34.54195458984375,"end":34.83180981445312},{"word":"date ","start":34.83180981445312,"end":35.12166479492188},{"word":"on ","start":35.12166479492188,"end":35.41152001953125},{"word":"payroll, ","start":35.41152001953125,"end":35.701375},{"word":"and ","start":35.701375,"end":35.99122998046875},{"word":"maximize ","start":35.99122998046875,"end":36.28108520507813},{"word":"your ","start":36.28108520507813,"end":36.570940185546874},{"word":"membership ","start":36.570940185546874,"end":36.86079541015625},{"word":"benefits.","start":36.674478271484375,"end":36.96433325195313}],"metadata":{"response_id":3}},{"role":"user","content":"I'm sorry. Are you authorized to call me? ","words":[{"word":"I'm ","start":38.6,"end":39.24},{"word":"sorry. ","start":39.24,"end":39.640003},{"word":"Are ","start":39.640003,"end":39.960002},{"word":"you ","start":39.960002,"end":40.12000200000001},{"word":"authorized ","start":40.12000200000001,"end":40.6},{"word":"to ","start":40.6,"end":40.92},{"word":"call ","start":40.92,"end":41.080000000000005},{"word":"me? ","start":41.080000000000005,"end":41.24}]},{"role":"agent","content":"Yes. We fully respect our members’ privacy and preferences. 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Go ahead. ","words":[{"word":"Okay. ","start":52,"end":52.720000000000006},{"word":"Go ","start":52.720000000000006,"end":52.88},{"word":"ahead. ","start":52.88,"end":53.040000000000006}]},{"role":"agent","content":"How are you today?","words":[{"word":"How ","start":54.821708251953126,"end":55.1115634765625},{"word":"are ","start":55.1115634765625,"end":55.40141845703125},{"word":"you ","start":55.40141845703125,"end":55.6912734375},{"word":"today?","start":55.6231865234375,"end":55.91304174804687}],"metadata":{"response_id":5}},{"role":"user","content":"I'm good. How are you? ","words":[{"word":"I'm ","start":57.830000000000005,"end":58.230000000000004},{"word":"good. ","start":58.230000000000004,"end":58.550000000000004},{"word":"How ","start":58.550000000000004,"end":58.63},{"word":"are ","start":58.63,"end":58.790000000000006},{"word":"you? ","start":58.790000000000006,"end":58.87000200000001}]},{"role":"user","content":"you? ","words":[{"word":"you? ","start":58.87000200000001,"end":59.11000000000001}]},{"role":"agent","content":"I’m glad to hear you’re doing well. I’m doing well too, thank you for asking.\n\nToday, we want to draw your attention to complimentary webinars that are available on demand for you as a member. Here are just a few of the topics: Harnessing the Power of AI in Payroll, The Impact of tariffs on Payroll, and Promotions, advancing within the Payroll Field. May I email you more information about them?","words":[{"word":"I’m ","start":61.14070825195312,"end":61.4305634765625},{"word":"glad ","start":61.4305634765625,"end":61.72041845703125},{"word":"to ","start":61.72041845703125,"end":62.0102734375},{"word":"hear ","start":62.0102734375,"end":62.30012866210937},{"word":"you’re ","start":62.27889501953125,"end":62.56875},{"word":"doing ","start":62.27889501953125,"end":62.56875},{"word":"well.","start":62.27889501953125,"end":62.56875},{"word":" I’m ","start":62.56875,"end":62.85860498046875},{"word":"doing ","start":62.85860498046875,"end":63.14846020507812},{"word":"well ","start":63.14846020507812,"end":63.43831518554688},{"word":"too, ","start":63.43831518554688,"end":63.72817041015625},{"word":"thank ","start":63.72817041015625,"end":64.018025390625},{"word":"you ","start":64.00877001953126,"end":64.298625},{"word":"for ","start":64.00877001953126,"end":64.298625},{"word":"asking.","start":64.00877001953126,"end":64.298625},{"word":"\n\nToday, ","start":64.298625,"end":64.58847998046875},{"word":"we ","start":64.58847998046875,"end":64.87833520507813},{"word":"want ","start":64.87833520507813,"end":65.16819018554688},{"word":"to ","start":65.16819018554688,"end":65.45804541015625},{"word":"draw ","start":65.45804541015625,"end":65.747900390625},{"word":"your ","start":65.747900390625,"end":66.03775537109375},{"word":"attention ","start":66.03775537109375,"end":66.32761059570312},{"word":"to ","start":66.32761059570312,"end":66.61746557617188},{"word":"complimentary ","start":66.61746557617188,"end":66.90732055664063},{"word":"webinars ","start":66.90732055664063,"end":67.19717578125},{"word":"that ","start":67.19717578125,"end":67.48703076171876},{"word":"are ","start":67.48703076171876,"end":67.77688598632812},{"word":"available ","start":67.77688598632812,"end":68.06674096679687},{"word":"on ","start":68.06674096679687,"end":68.35659594726563},{"word":"demand ","start":68.35659594726563,"end":68.646451171875},{"word":"for ","start":68.646451171875,"end":68.93630615234375},{"word":"you ","start":68.93630615234375,"end":69.2261611328125},{"word":"as ","start":69.2261611328125,"end":69.51601635742188},{"word":"a ","start":69.41902001953125,"end":69.708875},{"word":"member.","start":69.41902001953125,"end":69.708875},{"word":" Here ","start":69.708875,"end":69.99872998046875},{"word":"are ","start":69.99872998046875,"end":70.28858520507812},{"word":"just ","start":70.28858520507812,"end":70.57844018554688},{"word":"a ","start":70.57844018554688,"end":70.86829541015625},{"word":"few ","start":70.86829541015625,"end":71.158150390625},{"word":"of ","start":71.158150390625,"end":71.44800537109376},{"word":"the ","start":71.44800537109376,"end":71.73786059570313},{"word":"topics: ","start":71.73786059570313,"end":72.02771557617187},{"word":"Harnessing ","start":72.02771557617187,"end":72.31757055664062},{"word":"the ","start":72.31757055664062,"end":72.60742578125},{"word":"Power ","start":72.60742578125,"end":72.89728076171875},{"word":"of ","start":72.89728076171875,"end":73.18713598632813},{"word":"AI ","start":73.18713598632813,"end":73.47699096679688},{"word":"in ","start":73.47699096679688,"end":73.76684594726562},{"word":"Payroll, ","start":73.76684594726562,"end":74.056701171875},{"word":"The ","start":74.056701171875,"end":74.34655615234375},{"word":"Impact ","start":74.34655615234375,"end":74.6364111328125},{"word":"of ","start":74.6364111328125,"end":74.92626635742188},{"word":"tariffs ","start":74.92626635742188,"end":75.21612133789063},{"word":"on ","start":75.21612133789063,"end":75.5059765625},{"word":"Payroll, ","start":75.5059765625,"end":75.79583154296876},{"word":"and ","start":75.79583154296876,"end":76.0856865234375},{"word":"Promotions, ","start":76.0856865234375,"end":76.37554174804687},{"word":"advancing ","start":76.37554174804687,"end":76.66539672851563},{"word":"within ","start":76.66539672851563,"end":76.95525170898438},{"word":"the ","start":76.95525170898438,"end":77.24510693359375},{"word":"Payroll ","start":77.16289501953125,"end":77.45275},{"word":"Field.","start":77.16289501953125,"end":77.45275},{"word":" May ","start":77.45275,"end":77.74260498046876},{"word":"I ","start":77.74260498046876,"end":78.03246020507812},{"word":"email ","start":78.03246020507812,"end":78.32231518554687},{"word":"you ","start":78.32231518554687,"end":78.61217041015625},{"word":"more ","start":78.61217041015625,"end":78.902025390625},{"word":"information ","start":78.902025390625,"end":79.19188037109375},{"word":"about ","start":79.19188037109375,"end":79.48173559570313},{"word":"them?","start":79.48173559570313,"end":79.77159057617187}],"metadata":{"response_id":8}},{"role":"user","content":"Do you have my email? ","words":[{"word":"Do ","start":81.21,"end":81.53},{"word":"you ","start":81.53,"end":81.69},{"word":"have ","start":81.69,"end":81.85},{"word":"my ","start":81.85,"end":82.00999999999999},{"word":"email? ","start":82.00999999999999,"end":82.33}]},{"role":"agent","content":"Yes, I do. May I verify that your email address is g at directobjective dot C A?","words":[{"word":"Yes, ","start":84.34970825195313,"end":84.6395634765625},{"word":"I ","start":84.6395634765625,"end":84.92941845703125},{"word":"do.","start":84.92941845703125,"end":85.2192734375},{"word":" May ","start":85.684875,"end":85.97472998046875},{"word":"I ","start":85.97472998046875,"end":86.26458520507812},{"word":"verify ","start":86.26458520507812,"end":86.55444018554688},{"word":"that ","start":86.55444018554688,"end":86.84429541015625},{"word":"your ","start":86.84429541015625,"end":87.134150390625},{"word":"email ","start":87.134150390625,"end":87.42400537109376},{"word":"address ","start":87.42400537109376,"end":87.71386059570312},{"word":"is ","start":87.71386059570312,"end":88.00371557617187},{"word":"g ","start":88.00371557617187,"end":88.29357055664063},{"word":"at ","start":88.29357055664063,"end":88.58342578125},{"word":"directobjective ","start":88.58342578125,"end":88.87328076171875},{"word":"dot ","start":88.87328076171875,"end":89.16313598632813},{"word":"C ","start":89.16313598632813,"end":89.45299096679688},{"word":"A?","start":89.45299096679688,"end":89.74284594726562}],"metadata":{"response_id":10}},{"role":"user","content":"Uh, yes. That's my email, but, uh, I'm not interested. Sorry. I don't want the email. ","words":[{"word":"Uh, ","start":92.56,"end":92.72},{"word":"yes. ","start":92.72,"end":93.11999999999999},{"word":"That's ","start":93.11999999999999,"end":93.36},{"word":"my ","start":93.36,"end":93.6},{"word":"email, ","start":93.6,"end":94.08},{"word":"but, ","start":94.08,"end":94.56},{"word":"uh, ","start":94.56,"end":94.64},{"word":"I'm ","start":94.64,"end":94.96},{"word":"not ","start":94.96,"end":95.2},{"word":"interested. ","start":95.2,"end":95.679996},{"word":"Sorry. ","start":96.32,"end":96.8},{"word":"I ","start":96.8,"end":96.96},{"word":"don't ","start":96.96,"end":97.11999999999999},{"word":"want ","start":97.11999999999999,"end":97.28},{"word":"the ","start":97.28,"end":97.44},{"word":"email. ","start":97.44,"end":97.6}]},{"role":"agent","content":"Thank you for letting me know. May I ask why you’re not interested in receiving the information?","words":[{"word":"Thank ","start":99.08870825195312,"end":99.3785634765625},{"word":"you ","start":99.3785634765625,"end":99.66841845703125},{"word":"for ","start":99.66841845703125,"end":99.9582734375},{"word":"letting ","start":99.9582734375,"end":100.24812866210938},{"word":"me ","start":100.0991865234375,"end":100.38904174804688},{"word":"know.","start":100.0991865234375,"end":100.38904174804688},{"word":" May ","start":100.38904174804688,"end":100.67889672851562},{"word":"I ","start":100.67889672851562,"end":100.96875170898437},{"word":"ask ","start":100.96875170898437,"end":101.25860693359375},{"word":"why ","start":101.25860693359375,"end":101.5484619140625},{"word":"you’re ","start":101.5484619140625,"end":101.83831713867187},{"word":"not ","start":101.83831713867187,"end":102.12817211914063},{"word":"interested ","start":102.12817211914063,"end":102.41802709960938},{"word":"in ","start":102.41802709960938,"end":102.70788232421874},{"word":"receiving ","start":102.70788232421874,"end":102.9977373046875},{"word":"the ","start":102.9977373046875,"end":103.28759228515625},{"word":"information?","start":103.28759228515625,"end":103.57744750976562}],"metadata":{"response_id":15}},{"role":"user","content":"I I don't have the time to attend webinars. ","words":[{"word":"I ","start":106.22999999999999,"end":106.47},{"word":"I ","start":106.47,"end":106.71},{"word":"don't ","start":106.71,"end":106.95},{"word":"have ","start":106.95,"end":107.19},{"word":"the ","start":107.19,"end":107.35},{"word":"time ","start":107.35,"end":107.50999999999999},{"word":"to ","start":107.50999999999999,"end":107.749996},{"word":"attend ","start":107.749996,"end":108.14999999999999},{"word":"webinars. ","start":108.14999999999999,"end":108.71}]},{"role":"agent","content":"Thank you for sharing that. Just so you know, these webinars are available on demand, so you can watch them at any time that’s convenient for you.By the way, I noticed your membership is set to expire on March 31, 2026. I want to ensure you continue to access all the benefits available to you. Many members renew early to maintain uninterrupted access to the NPI resources. The renewal will only apply at the end of your membership date. 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","words":[{"word":"Number ","start":163.52,"end":164},{"word":"two. ","start":164,"end":164.16}]},{"role":"agent","content":"Thank you for sharing that. There are many resources and tools to help you stay up to date with payroll compliance, such as late-breaking payroll news, payroll guidelines, and our Dialogue Magazine. You also have unlimited access to our Payroll InfoLine for complex questions. 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Thank you. ","words":[{"word":"Uh, ","start":183.63000000000002,"end":184.03},{"word":"no. ","start":184.03,"end":184.35000000000002},{"word":"Thank ","start":184.35000000000002,"end":184.59},{"word":"you. 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I don't think I received a good service. ","words":[{"word":"I ","start":198.34,"end":198.74},{"word":"am ","start":198.74,"end":199.14000000000001},{"word":"very ","start":199.14000000000001,"end":199.62},{"word":"dissatisfied ","start":199.62,"end":200.58},{"word":"with ","start":200.58,"end":200.9},{"word":"this. ","start":201.02,"end":201.26000000000002},{"word":"I ","start":201.26000000000002,"end":201.5},{"word":"don't ","start":201.5,"end":201.74},{"word":"think ","start":201.74,"end":202.3},{"word":"I ","start":202.54000000000002,"end":202.94},{"word":"received ","start":202.94,"end":203.33999},{"word":"a ","start":203.33999,"end":203.58},{"word":"good ","start":203.58,"end":203.9},{"word":"service. ","start":203.9,"end":204.3}]},{"role":"user","content":"I'm just giving you feedback. I know if you would be able to tell the right person but I would I had a very bad experience. 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","start":215.64001000000002,"end":216.04000000000002}]},{"role":"agent","content":"I'm sorry that our service did not meet your expectations. What was the specific issue that made you unhappy with our service?","words":[{"word":"I'm ","start":217.93670825195312,"end":218.2265634765625},{"word":"sorry ","start":218.2265634765625,"end":218.51641845703125},{"word":"that ","start":218.51641845703125,"end":218.8062734375},{"word":"our ","start":218.8062734375,"end":219.09612866210938},{"word":"service ","start":219.09612866210938,"end":219.3859836425781},{"word":"did ","start":219.3859836425781,"end":219.6758388671875},{"word":"not ","start":219.6758388671875,"end":219.96569384765624},{"word":"meet ","start":219.96569384765624,"end":220.255548828125},{"word":"your ","start":220.255548828125,"end":220.54540405273437},{"word":"expectations.","start":220.54540405273437,"end":220.83525903320313},{"word":" What ","start":221.41970825195312,"end":221.7095634765625},{"word":"was ","start":221.7095634765625,"end":221.99941845703125},{"word":"the ","start":221.99941845703125,"end":222.2892734375},{"word":"specific ","start":222.2892734375,"end":222.57912866210938},{"word":"issue ","start":222.57912866210938,"end":222.86898364257812},{"word":"that ","start":222.86898364257812,"end":223.1588388671875},{"word":"made ","start":223.1588388671875,"end":223.44869384765624},{"word":"you ","start":223.44869384765624,"end":223.738548828125},{"word":"unhappy ","start":223.738548828125,"end":224.02840405273437},{"word":"with ","start":224.02840405273437,"end":224.31825903320313},{"word":"our ","start":224.31097827148437,"end":224.60083325195313},{"word":"service?","start":224.31097827148437,"end":224.60083325195313}],"metadata":{"response_id":27}},{"role":"user","content":"I asked a question from and they were supposed to call me back with an answer. But they never called me back. And I and when I followed up with NPI, they were actually a bit rude to me. ","words":[{"word":"I ","start":227.05,"end":227.37},{"word":"asked ","start":227.37,"end":227.77},{"word":"a ","start":227.77,"end":228.01000000000002},{"word":"question ","start":228.01000000000002,"end":228.33},{"word":"from ","start":228.33,"end":228.65},{"word":"and ","start":229.34999000000002,"end":229.58999},{"word":"they ","start":229.58999,"end":229.83},{"word":"were ","start":229.83,"end":229.98999},{"word":"supposed ","start":229.98999,"end":230.55},{"word":"to ","start":230.55,"end":230.70999},{"word":"call ","start":230.70999,"end":231.03},{"word":"me ","start":231.03,"end":231.34999000000002},{"word":"back ","start":231.34999000000002,"end":231.58999},{"word":"with ","start":231.58999,"end":231.83},{"word":"an ","start":231.83,"end":232.06999000000002},{"word":"answer. 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","start":241.05,"end":241.13000000000002}]},{"role":"agent","content":"Thank you for sharing that with me. I'll transfer this information to the responsible person. We're constantly making improvements, and it might be an isolated incident. But I will definitely pass the information. 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I don't think so. ","words":[{"word":"Uh, ","start":260.77,"end":261.16999999999996},{"word":"no. ","start":261.16999999999996,"end":261.65},{"word":"I ","start":261.65,"end":261.89},{"word":"don't ","start":261.89,"end":262.04999999999995},{"word":"think ","start":262.04999999999995,"end":262.21},{"word":"so. ","start":262.21,"end":262.37}]},{"role":"agent","content":"Thank you for your feedback and for your time today.\n\nThanks for being a valued member of the National Payroll Institute. 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----------------------------------------
EVENT: call_analyzed
CONTACT ID: 31090
CALL ID: call_d902f63282edc31083e1a4ad279
EMAIL2 (collected): NULL
FIELD 310 → HTTP 200
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FIELD 311 → HTTP 200
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FIELD 322 → HTTP 200
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FIELD 33 → HTTP 200
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Agent called contact about lapsed Associate membership, requested to ask questions about membership experience\n2026 Feb 05 - contact on sick leave, satisfied (4\/5) but declined renewal twice\n2026 Feb 05 - Contact declined renewal as company became member\n2026 Feb 05 - Contact did not renew individual membership because company Direct Objective became organization member, rated satisfaction 4\/5, survey completed\n2026 Feb 05 - Contact not interested in renewing, refused to provide reason\n2026 Feb 05 - contact no longer in payroll, did not renew membership, completed exit survey, satisfaction rating 4\/5\n2026 Feb 05 - Contact agreed to renew membership\n2026 Feb 05 - Contact forgot to renew membership, expressed eagerness to renew, agent sent renewal application email to g@directobjective.ca, contact confirmed receipt and ready to proceed with renewal\n2026 Feb 10 - agent Ellen initiated contact with Gil, introduced herself but conversation was interrupted\/incomplete\n2026 Feb 10 Gil not available and contact did not know when he would be available 1\n2026 Feb 10 - attempted to reach Gil, not available, no callback time provided\n2026 Feb 10 - Contact declined renewal, stated membership didn't provide enough value, didn't use it enough, satisfaction rated 4\/5\n2026 Feb 10 - Contact's membership lapsed, didn't use enough, no money to renew now but requested and received renewal info email\n2026 Feb 10 contact want to renew and sent the email 1\n2026 Feb 10 - contact requested email instead of phone discussion, renewal info sent to g@directobjective.ca, declined survey due to time constraints\n2026 Feb 11 Gil unavailable, no callback time provided 1\n2026 Feb 11 Gil is not available, call back later 1\n2026 Feb 11 - Gil unavailable, no callback time provided\n2026 Feb 11 - Contact initially wanted to renew membership but declined after stating did not receive expected value\n2026 Feb 11 - Contact declined membership renewal, cited fee not worth benefits, satisfaction rated 3\/5\n2026 Feb 11 - Contact Gil discussed lapsed membership, joined for career advancement, didn't renew due to fee vs benefits concern, rated satisfaction 3\/5, call ended during demographic question\n2026 Feb 11 - Contact completed membership survey, expressed interest in renewal, requested and received application email\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 - Contact expressed dissatisfaction with service quality but agreed to renew membership; application form sent\n2026 Feb 11 contact want to renew and sent the email 1\n2026 Feb 11 contact want to renew and sent the email\n2026 Feb 12 contact declined to renew because retiring soon 1\n2026 Feb 12 contact is about to retire and membership will not be renewed\n2026 Feb 12 contact retiring in a few months and not sure if need it1\n2026 Feb 12 contact will call back later bye 1\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 contact forgot to renew and agent sent the email\n2026 Feb 12 contact want to renew and sent the email 1\n2026 Feb 12 - contact forgot to renew, agent sent renewal application via email, contact confirmed receipt and agreed to renew\n2026 Feb 12 - Contact forgot to renew membership, agent sent renewal application email, contact confirmed receipt and completed satisfaction survey (rated 5\/5)\n2026 Feb 12 contact declined renewal because benefits are not useful 1\n2026 Feb 12 contact declined renewal because the fee wasn't worth the benefits 1\n2026 Feb 13 contact wants to renew and sent the email\n2026 Feb 13 - Contact Gil agreed to renew lapsed Associate membership after completing satisfaction survey (rated 4\/5, joined to advance career). Application email sent to g@directobjective.ca after initial delivery issue resolved.\n2026 Feb 13 - Contact forgot to renew, sent renewal email, declined renewal due to no longer working in payroll\n2026 Feb 13 - Contact refused to renew due to dissatisfaction with service\n2026 Feb 13 contact declined renewal due to service issue 1\n2026 Feb 13 - Contact forgot to renew, initially agreed to renew but declined email application\n2026 Feb 13 contact want to renew and sent the email\n2026 Feb 13 - contact explained company has organization membership, no individual renewal needed, started survey\n2026 Feb 13 contact want to renew and sent the email1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 scheduled a call back on Monday at 1pm 1\n2026 Feb 13 - Agent called for Jacques, initially unavailable but then connected\n2026 Feb 13 contact said he is about to retire and does not want to renew his membership 1\n2026 Feb 13 contact not interested to renew because he doesn't work in payroll anymore 1\n2026 Feb 13 agent called Jacques about NPI membership, but the information was outdated. Jacques answered one question but declined to continue and ended the call.1\n2026 Feb 13 contact want to renew and sent the email 1\n2026 Feb 13 - Contact not available initially, later spoke with Jacques who is retiring and not renewing membership.\n2026 Feb 16 contact initially declined renewal due to fee, but later agreed and application form sent.1\n2026 Feb 16 contact forgot to renew and sent the email1\n2026 Feb 16 - Contact agreed to renew membership and application form sent\n2026 Feb 16 - Contact forgot to renew membership, agent sent application form via email, completed survey (initial value: advancing career, satisfaction: 3\/5, age: 61+)\n2026 Feb 16 - Contact initially declined renewal due to poor service experience with unknowledgeable info line staff, but agreed to renew after discussing membership fee of $315 plus taxes and agent acknowledged the service issue\n2026 Feb 16 contact agreed to renew and agent sent the application form1\n2026 Feb 16 contact forgot to renew and agent sent the renewal application email1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact want to renew and sent the email 1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 16 - Contact forgot to renew, sent application form\n2026 Feb 16 contact want to renew and sent the email1\n2026 Feb 16 contact forgot to renew and sent the email 1\n2026 Feb 17 contact forgot to renew and agent sent the renewal form 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 17 contact want to renew and sent the email\n2026 Feb 17 contact want to renew and sent the email1\n2026 Feb 17 contact declined to renew because his company became a member and he is using their benefits. agent tried to convince him to renew his individual membership, but Gil declined again 1\n2026 Feb 17 contact declined renewal because company became a member and is using their benefits1\n2026 Feb 17 contact declined to renew because their company became a member and they are using their benefits 1\n2026 Feb 17 contact agreed to sponsor his membership and renewal email sent1\n2026 Feb 17 contact decided not to renew because company became a member and he is using the benefits through the company 1\n2026 Feb 17 contact's company became a member and he is using the membership benefits through his company 1\n2026 Feb 17 contact want to renew and sent the email 1\n2026 Feb 18 - Contact wants to renew, sent application form email\n2026 Feb 18 contact want to renew and sent the email\n2026 Feb 18 - Contact unaware of expired membership, requested renewal application email\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email and answered the survey1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact want to renew and sent the email 1\n2026 Feb 18 contact don't want to renew and end the call 1\n2026 Feb 18 contact not interested in renewing membership and provided a reason 1\n2026 Feb 18 contact membership lapsed and answered survey questions 1\n2026 Feb 18 contact membership lapsed and not renew after the seminar1\n2026 Feb 19 contact declined to renew membership because fee wasn't worth it 1\n2026 Feb 19 contact forgot to renew, sent application form, user wants to renew\n2026 Feb 19 - Contact declined renewal because company has organizational membership; noted organization name Direct Objective.\n2026 Feb 20 - Contact temporarily out of payroll job but interested in renewing; application form sent via email; question on maternity leave forwarded for follow-up.\n2026 Feb 20 - call reached voicemail, no contact made\n2026 Feb 24 call ended early due to name confusion, no survey or renewal discussion completed\n2026 Feb 24 contact declined renewal citing lack of benefit - NPI#\n2026 Feb 24 call started, brief conversation with Alexandra, call ended abruptly\n2026 Feb 24 contact not interested in renewing membership - NPI#\n2026 Feb 24 contact prefers to be called Alex, declined to renew and ended call\n2026 Feb 24 call ended after name pronunciation clarification, no survey or renewal discussion\n2026 Feb 24 no answer from contact - NPI#\n2026 Feb 24 - Contact not interested in renewing membership and ended call quickly - NPI#\n2026 Feb 24 brief call with Gil, name pronunciation clarified, call ended early\n2026 Feb 24 call reached Gil (pronounced Gill), call ended early\n2026 Feb 25 contact too busy, wants email but survey is phone only, did not renew\n2026 Feb 26 Agent called but Gil was not available, no message left.\n2026 Feb 26 Called but Gil not available, no voicemail left.\n2026 Feb 26 voicemail reached, Gil not available\n2026 Feb 26 called, Gil not available, no message left, callback later\n2026 Mar 16 contact not available, no callback time provided\n2026 Mar 16 contact interested in webinars and confirmed email for information; membership renewal discussed but not completed\n2026 Mar 16 contact agreed to receive webinar info and renewal application email - NPI# 31090\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-03-16T13:22:54-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300037\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300037\/field"},"owner":"31090","id":"300037"}}
FIELD 66 → HTTP 200
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FIELD 77 → HTTP 200
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FIELD 338 → HTTP 200
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FIELD 339 → HTTP 200
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FIELD 340 → HTTP 200
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FIELD 341 → HTTP 200
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FIELD 342 → HTTP 200
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FIELD 343 → HTTP 200
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FIELD 345 → HTTP 200
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========================================