======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 09:21:13 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_025d806c1f29946da6762d145dc","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":35,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T09:15:57-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_025d806c1f29946da6762d145dc","X-RetellAI-SipTraceId":"call_025d806c1f29946da6762d145dc","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776258973324,"end_timestamp":1776259264473,"duration_ms":291149,"transcript":"Agent: Hello, may I please speak with Gil?\nUser: Hello? This is Gil speaking. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Yeah. Go ahead. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: Advancing my payroll career. \nAgent: Thank you. \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 one. \nAgent: Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: Forty six to sixty. \nAgent: Thank you.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: No. \nAgent: Quick question: can you please tell us in one sentence why you no longer wish to be a member?\nUser: I didn't find it beneficial. \nAgent: Thank you for sharing that.\n\nI understand. Most people find the membership not beneficial because they are not aware of all the services that we offer. One inquiry to our Payroll InfoLine can resolve a complex payroll issue for you. Receiving constant updates regarding changes in payroll legislation saves you time to stay current. Our new and revised Career Development Toolkit helps you advance your career, and not to mention that you can network with peers locally or across the country.\n\nWith this being said, will you be open to renewing your Professional Membership today?\nUser: Yes. \nAgent: That’s great to hear. Is it OK if I send you an email with the procedure to renew your membership and reinstate your designation? May I confirm that your email address is g@directobjective.ca?\nUser: Yes. That's the correct email. \nAgent: Thank you for confirming. I’ve sent you an email with the procedure to renew your membership and reinstate your designation. Once you receive the email, please follow the steps and submit the form.\n\nThank you for speaking with me today. Have a good day and \nUser: I have a question. I have a question from from you. May I? \nAgent: Of course, please go ahead with your question.\nUser: So what happens to my designation if I renew my membership? \nUser: Does it can I get it back? Or is it automatically revived? What happens to it? \nAgent: Great question. Since your designation was withdrawn 1 year and 3 months ago, you are within the 3-year period to reinstate it. You will need to take the PCP Reinstatement Exam, which covers three components: Payroll Compliance Legislation, Payroll Fundamentals 1, and Payroll Fundamentals 2. You need to achieve a minimum grade of 65% for each component. Once you successfully complete the exam, you can join the Professional membership and your designation will be reinstated.\n\nThe designation is not automatically revived just by renewing your membership—you must first pass the reinstatement exam. All the details and the registration link are in the email I just sent you.\n\nIf you have any more questions, please let me know.\nUser: Yes. I received the I haven't received the email yet. Can you please send it again? \nAgent: Thank you for letting me know. Sometimes it may take a few minutes for the email to arrive. Please check your inbox and your spam or junk folder as well. If you still don’t see it after a short while, let us know and we’ll make sure it gets to you.\n\nIs there anything else I can help you with today?\nUser: I don't see it, actually anywhere. Can you resend it? \nAgent: Thank you for your patience. I have just resent the email with the procedure to renew your membership and reinstate your designation. Please check your inbox and spam or junk folder in a few moments.\n\nIs there anything else I can assist you with today?\nUser: No. That's it. Thank you. \nAgent: Thank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.11345458984375,"end":1.419818115234375},{"word":"may ","start":1.419818115234375,"end":1.5889091796875},{"word":"I ","start":1.5889091796875,"end":1.66254541015625},{"word":"please ","start":1.66254541015625,"end":1.884363525390625},{"word":"speak ","start":1.884363525390625,"end":2.074363525390625},{"word":"with ","start":2.074363525390625,"end":2.221636474609375},{"word":"Gil?","start":2.221636474609375,"end":2.7389091796875}],"metadata":{"response_id":0}},{"role":"user","content":"Hello? This is Gil speaking. ","words":[{"word":"Hello? ","start":0.907,"end":1.2269998999999998},{"word":"This ","start":4.147,"end":4.4670000000000005},{"word":"is ","start":4.4670000000000005,"end":4.627},{"word":"Gil ","start":4.627,"end":4.947},{"word":"speaking. ","start":4.947,"end":5.187}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":6.335363525390625,"end":6.852636474609375},{"word":"My ","start":6.881742431640625,"end":7.01901513671875},{"word":"name ","start":7.01901513671875,"end":7.167197021484375},{"word":"is ","start":7.167197021484375,"end":7.293560546875},{"word":"Ellen, ","start":7.293560546875,"end":7.57810595703125},{"word":"and ","start":7.57810595703125,"end":7.70537890625},{"word":"I’m ","start":7.70537890625,"end":7.821742431640625},{"word":"calling ","start":7.821742431640625,"end":8.09537890625},{"word":"on ","start":8.09537890625,"end":8.200833251953124},{"word":"behalf ","start":8.200833251953124,"end":8.497197021484375},{"word":"of ","start":8.497197021484375,"end":8.602651611328126},{"word":"the ","start":8.602651611328126,"end":8.70810595703125},{"word":"National ","start":8.70810595703125,"end":9.077197021484375},{"word":"Payroll ","start":9.077197021484375,"end":9.457197021484374},{"word":"Institute, ","start":9.457197021484374,"end":9.98537890625},{"word":"NPI. ","start":9.98537890625,"end":10.7444697265625},{"word":"I'm ","start":10.77107568359375,"end":11.024712158203124},{"word":"calling ","start":11.024712158203124,"end":11.288348388671874},{"word":"today ","start":11.288348388671874,"end":11.573802978515625},{"word":"as ","start":11.573802978515625,"end":11.74198486328125},{"word":"we ","start":11.74198486328125,"end":11.91107568359375},{"word":"noticed ","start":11.91107568359375,"end":12.29107568359375},{"word":"that ","start":12.29107568359375,"end":12.460166748046875},{"word":"your ","start":12.460166748046875,"end":12.607439453125},{"word":"Professional ","start":12.607439453125,"end":13.07198486328125},{"word":"membership ","start":13.07198486328125,"end":13.610166748046876},{"word":"recently ","start":13.610166748046876,"end":14.04289404296875},{"word":"lapsed, ","start":14.04289404296875,"end":14.66562109375},{"word":"and ","start":14.66562109375,"end":14.84562109375},{"word":"we ","start":14.84562109375,"end":14.940166748046876},{"word":"want ","start":14.940166748046876,"end":15.088348388671875},{"word":"to ","start":15.088348388671875,"end":15.18289404296875},{"word":"ask ","start":15.18289404296875,"end":15.4365302734375},{"word":"a ","start":15.4365302734375,"end":15.52107568359375},{"word":"few ","start":15.52107568359375,"end":15.700166748046875},{"word":"questions ","start":15.700166748046875,"end":16.10107568359375},{"word":"about ","start":16.10107568359375,"end":16.31198486328125},{"word":"your ","start":16.31198486328125,"end":16.449257568359375},{"word":"membership ","start":16.449257568359375,"end":16.94562109375},{"word":"experience, ","start":16.94562109375,"end":17.5365302734375},{"word":"if ","start":17.5365302734375,"end":17.673802978515624},{"word":"that’s ","start":17.673802978515624,"end":17.89562109375},{"word":"OK.","start":17.89562109375,"end":18.433802978515626}],"metadata":{"response_id":1}},{"role":"user","content":"Yeah. Go ahead. ","words":[{"word":"Yeah. ","start":19.947000000000003,"end":20.267},{"word":"Go ","start":20.267,"end":20.587},{"word":"ahead. ","start":20.587,"end":20.747}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?","words":[{"word":"Perfect, ","start":23.027272705078126,"end":23.386363525390625},{"word":"now ","start":23.386363525390625,"end":23.523636474609376},{"word":"let’s ","start":23.523636474609376,"end":23.74454541015625},{"word":"begin ","start":23.74454541015625,"end":23.977272705078125},{"word":"with ","start":23.977272705078125,"end":24.12454541015625},{"word":"the ","start":24.12454541015625,"end":24.22},{"word":"first ","start":24.22,"end":24.462727294921876},{"word":"question. 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","start":38.55640161132813,"end":39.04185595703125},{"word":"Gaining ","start":39.04185595703125,"end":39.3482197265625},{"word":"payroll ","start":39.3482197265625,"end":39.62276513671875},{"word":"designation. ","start":39.62276513671875,"end":40.37185595703125},{"word":"\n5. ","start":40.4020341796875,"end":41.01476147460937},{"word":"Networking ","start":41.01476147460937,"end":41.5002158203125},{"word":"with ","start":41.5002158203125,"end":41.6902158203125},{"word":"other ","start":41.6902158203125,"end":41.9220341796875},{"word":"payroll ","start":41.9220341796875,"end":42.24930688476562},{"word":"professionals. ","start":42.24930688476562,"end":43.041125},{"word":"\n6. ","start":43.08915161132813,"end":43.40642431640625},{"word":"Advancing ","start":43.40642431640625,"end":43.8809697265625},{"word":"your ","start":43.8809697265625,"end":44.01824243164062},{"word":"payroll ","start":44.01824243164062,"end":44.33460595703125},{"word":"career.","start":44.33460595703125,"end":44.86278784179687},{"word":" \n\nWhich ","start":44.90956811523437,"end":45.17320458984375},{"word":"one ","start":45.17320458984375,"end":45.321386474609376},{"word":"best ","start":45.321386474609376,"end":45.50047729492187},{"word":"describes ","start":45.50047729492187,"end":45.8486591796875},{"word":"your ","start":45.8486591796875,"end":45.975022705078125},{"word":"situation?","start":45.975022705078125,"end":46.65047729492188}],"metadata":{"response_id":3}},{"role":"user","content":"Advancing my payroll career. ","words":[{"word":"Advancing ","start":47.967,"end":48.447},{"word":"my ","start":48.447,"end":48.766998},{"word":"payroll ","start":48.766998,"end":49.327},{"word":"career. ","start":49.327,"end":49.807}]},{"role":"agent","content":"Thank you. \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":"Thank ","start":51.15563647460937,"end":51.462},{"word":"you. 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","words":[{"word":"I ","start":62.727000000000004,"end":62.967},{"word":"would ","start":62.967,"end":63.207},{"word":"say ","start":63.207,"end":63.527},{"word":"one. ","start":63.527,"end":63.847}]},{"role":"agent","content":"Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?","words":[{"word":"Thank ","start":81.31463647460937,"end":81.6419091796875},{"word":"you.","start":81.6419091796875,"end":82.001},{"word":"\n\nWe’d ","start":82.05073486328125,"end":82.25164404296875},{"word":"love ","start":82.25164404296875,"end":82.43073486328124},{"word":"to ","start":82.43073486328124,"end":82.526189453125},{"word":"see ","start":82.526189453125,"end":82.68437109375},{"word":"you ","start":82.68437109375,"end":82.78982568359375},{"word":"gain ","start":82.78982568359375,"end":82.95891674804687},{"word":"your ","start":82.95891674804687,"end":83.0852802734375},{"word":"designation ","start":83.0852802734375,"end":83.62346215820313},{"word":"back ","start":83.62346215820313,"end":83.89800756835938},{"word":"and ","start":83.89800756835938,"end":84.0352802734375},{"word":"continue ","start":84.0352802734375,"end":84.4152802734375},{"word":"benefiting ","start":84.4152802734375,"end":84.806189453125},{"word":"from ","start":84.806189453125,"end":84.96437109375},{"word":"our ","start":84.96437109375,"end":85.09073486328126},{"word":"services.","start":85.09073486328126,"end":85.89255297851562},{"word":" As ","start":85.91761743164062,"end":86.17125390625},{"word":"a ","start":86.17125390625,"end":86.24489013671875},{"word":"member, ","start":86.24489013671875,"end":86.60398095703125},{"word":"you ","start":86.60398095703125,"end":86.74125390625},{"word":"get ","start":86.74125390625,"end":86.96307202148438},{"word":"unlimited ","start":86.96307202148438,"end":87.55398095703126},{"word":"help ","start":87.55398095703126,"end":87.78579931640625},{"word":"with ","start":87.78579931640625,"end":87.97579931640625},{"word":"complex ","start":87.97579931640625,"end":88.429435546875},{"word":"payroll ","start":88.429435546875,"end":88.799435546875},{"word":"issues, ","start":88.799435546875,"end":89.16852661132812},{"word":"constant ","start":89.16852661132812,"end":89.5903447265625},{"word":"updates ","start":89.5903447265625,"end":90.03398095703125},{"word":"on ","start":90.03398095703125,"end":90.18216284179688},{"word":"changes ","start":90.18216284179688,"end":90.509435546875},{"word":"in ","start":90.509435546875,"end":90.60398095703125},{"word":"payroll, ","start":90.60398095703125,"end":91.42761743164063},{"word":"preferred ","start":91.42761743164063,"end":91.8603447265625},{"word":"member ","start":91.8603447265625,"end":92.16579931640625},{"word":"rates ","start":92.16579931640625,"end":92.68307202148438},{"word":"for ","start":92.68307202148438,"end":92.88398095703126},{"word":"professional ","start":92.88398095703126,"end":93.35852661132813},{"word":"development ","start":93.35852661132813,"end":93.81216284179688},{"word":"seminars, ","start":93.81216284179688,"end":94.81489013671874},{"word":"networking ","start":94.81489013671874,"end":95.36398095703125},{"word":"with ","start":95.36398095703125,"end":95.54398095703125},{"word":"other ","start":95.54398095703125,"end":95.80761743164062},{"word":"payroll ","start":95.80761743164062,"end":96.07125390625},{"word":"professionals ","start":96.07125390625,"end":96.15579931640625},{"word":"locally ","start":96.15579931640625,"end":96.78852661132812},{"word":"and ","start":96.78852661132812,"end":97.32761743164062},{"word":"across ","start":97.32761743164062,"end":97.51761743164063},{"word":"Canada, ","start":97.51761743164063,"end":97.87579931640624},{"word":"support ","start":97.87579931640624,"end":98.39307202148437},{"word":"with ","start":98.39307202148437,"end":98.79398095703125},{"word":"recruiting ","start":98.79398095703125,"end":98.96307202148438},{"word":"payroll ","start":98.96307202148438,"end":99.37489013671875},{"word":"professionals, ","start":99.37489013671875,"end":99.71216284179687},{"word":"and ","start":99.71216284179687,"end":100.6203447265625},{"word":"discounts ","start":100.6203447265625,"end":100.87398095703125},{"word":"in ","start":100.87398095703125,"end":101.43307202148438},{"word":"many ","start":101.43307202148438,"end":101.5803447265625},{"word":"retail ","start":101.5803447265625,"end":101.84489013671875},{"word":"stores ","start":101.84489013671875,"end":102.19307202148437},{"word":"and ","start":102.19307202148437,"end":102.5203447265625},{"word":"services ","start":102.5203447265625,"end":102.66761743164062},{"word":"using ","start":102.66761743164062,"end":103.22761743164062},{"word":"MembersPerks. 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","words":[{"word":"I ","start":118.45700000000001,"end":118.856994},{"word":"didn't ","start":118.856994,"end":119.337},{"word":"find ","start":119.337,"end":119.657},{"word":"it ","start":119.657,"end":119.896995},{"word":"beneficial. ","start":120.077,"end":120.717}]},{"role":"agent","content":"Thank you for sharing that.\n\nI understand. Most people find the membership not beneficial because they are not aware of all the services that we offer. One inquiry to our Payroll InfoLine can resolve a complex payroll issue for you. Receiving constant updates regarding changes in payroll legislation saves you time to stay current. Our new and revised Career Development Toolkit helps you advance your career, and not to mention that you can network with peers locally or across the country.\n\nWith this being said, will you be open to renewing your Professional Membership today?","words":[{"word":"Thank ","start":122.44263647460937,"end":122.67536352539062},{"word":"you ","start":122.67536352539062,"end":122.79081811523437},{"word":"for ","start":122.79081811523437,"end":122.9280908203125},{"word":"sharing ","start":122.9280908203125,"end":123.23445458984375},{"word":"that.","start":123.23445458984375,"end":123.59354541015625},{"word":"\n\nI ","start":123.64677661132812,"end":123.78404931640625},{"word":"understand.","start":123.78404931640625,"end":124.49132202148438},{"word":" Most ","start":124.5101591796875,"end":124.82652270507812},{"word":"people ","start":124.82652270507812,"end":125.14288647460937},{"word":"find ","start":125.14288647460937,"end":125.35379541015625},{"word":"the ","start":125.35379541015625,"end":125.44925},{"word":"membership ","start":125.44925,"end":125.93470458984375},{"word":"not ","start":125.93470458984375,"end":126.17743188476562},{"word":"beneficial ","start":126.17743188476562,"end":126.8001591796875},{"word":"because ","start":126.8001591796875,"end":127.07470458984375},{"word":"they ","start":127.07470458984375,"end":127.20106811523438},{"word":"are ","start":127.20106811523438,"end":127.3383408203125},{"word":"not ","start":127.3383408203125,"end":127.51743188476563},{"word":"aware ","start":127.51743188476563,"end":127.9083408203125},{"word":"of ","start":127.9083408203125,"end":128.08743188476564},{"word":"all ","start":128.08743188476564,"end":128.36197729492187},{"word":"the ","start":128.36197729492187,"end":128.4574318847656},{"word":"services ","start":128.4574318847656,"end":128.93197729492186},{"word":"that ","start":128.93197729492186,"end":129.06925},{"word":"we ","start":129.06925,"end":129.19561352539063},{"word":"offer. 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","words":[{"word":"Yes. ","start":152.797,"end":153.19700999999998}]},{"role":"agent","content":"That’s great to hear. Is it OK if I send you an email with the procedure to renew your membership and reinstate your designation? May I confirm that your email address is g@directobjective.ca?","words":[{"word":"That’s ","start":155.64045458984376,"end":155.8940908203125},{"word":"great ","start":155.8940908203125,"end":156.05227270507814},{"word":"to ","start":156.05227270507814,"end":156.13681811523438},{"word":"hear. 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Have a good day and ","words":[{"word":"Thank ","start":171.9576364746094,"end":172.20036352539063},{"word":"you ","start":172.20036352539063,"end":172.31672729492186},{"word":"for ","start":172.31672729492186,"end":172.454},{"word":"confirming.","start":172.454,"end":173.15036352539062},{"word":" I’ve ","start":173.1964431152344,"end":173.3973522949219},{"word":"sent ","start":173.3973522949219,"end":173.5455341796875},{"word":"you ","start":173.5455341796875,"end":173.65098852539063},{"word":"an ","start":173.65098852539063,"end":173.75644311523436},{"word":"email ","start":173.75644311523436,"end":174.03098852539063},{"word":"with ","start":174.03098852539063,"end":174.17826147460937},{"word":"the ","start":174.17826147460937,"end":174.2737158203125},{"word":"procedure ","start":174.2737158203125,"end":174.74826147460936},{"word":"to ","start":174.74826147460936,"end":174.874625},{"word":"renew ","start":174.874625,"end":175.1282614746094},{"word":"your ","start":175.1282614746094,"end":175.27644311523437},{"word":"membership ","start":175.27644311523437,"end":175.77189770507812},{"word":"and ","start":175.77189770507812,"end":175.92007958984374},{"word":"reinstate ","start":175.92007958984374,"end":176.394625},{"word":"your ","start":176.394625,"end":176.54280688476564},{"word":"designation.","start":176.54280688476564,"end":177.37644311523437},{"word":" Once ","start":177.40620068359374,"end":177.63892797851562},{"word":"you ","start":177.63892797851562,"end":177.76529174804688},{"word":"receive ","start":177.76529174804688,"end":178.01892797851562},{"word":"the ","start":178.01892797851562,"end":178.11347338867188},{"word":"email, ","start":178.11347338867188,"end":178.68347338867187},{"word":"please ","start":178.68347338867187,"end":178.95801904296874},{"word":"follow ","start":178.95801904296874,"end":179.2216552734375},{"word":"the ","start":179.2216552734375,"end":179.31710986328125},{"word":"steps ","start":179.31710986328125,"end":179.68620068359374},{"word":"and ","start":179.68620068359374,"end":179.86529174804687},{"word":"submit ","start":179.86529174804687,"end":180.10801904296875},{"word":"the ","start":180.10801904296875,"end":180.20347338867188},{"word":"form.","start":180.20347338867188,"end":180.63620068359376},{"word":"\n\nThank ","start":180.68152661132814,"end":180.92425390625},{"word":"you ","start":180.92425390625,"end":181.0406174316406},{"word":"for ","start":181.0406174316406,"end":181.16698095703126},{"word":"speaking ","start":181.16698095703126,"end":181.4733447265625},{"word":"with ","start":181.4733447265625,"end":181.61061743164063},{"word":"me ","start":181.61061743164063,"end":181.71607202148436},{"word":"today. 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","words":[{"word":"Does ","start":197.307,"end":197.62698999999998},{"word":"it ","start":197.62698999999998,"end":197.78699999999998},{"word":"can ","start":198.50699999999998,"end":198.82699},{"word":"I ","start":198.82699,"end":198.98699},{"word":"get ","start":198.98699,"end":199.147},{"word":"it ","start":199.147,"end":199.22699999999998},{"word":"back? ","start":199.22699999999998,"end":199.867},{"word":"Or ","start":199.94699999999997,"end":200.10699},{"word":"is ","start":200.10699,"end":200.34698999999998},{"word":"it ","start":200.34698999999998,"end":200.50699999999998},{"word":"automatically ","start":200.50699999999998,"end":201.22699999999998},{"word":"revived? ","start":201.647,"end":202.607},{"word":"What ","start":202.607,"end":202.84698999999998},{"word":"happens ","start":202.84698999999998,"end":203.16699999999997},{"word":"to ","start":203.16699999999997,"end":203.32699},{"word":"it? 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If you still don’t see it after a short while, let us know and we’ll make sure it gets to you.\n\nIs there anything else I can help you with today?","words":[{"word":"Thank ","start":252.44263647460937,"end":252.6853635253906},{"word":"you ","start":252.6853635253906,"end":252.79081811523437},{"word":"for ","start":252.79081811523437,"end":252.9180908203125},{"word":"letting ","start":252.9180908203125,"end":253.1399091796875},{"word":"me ","start":253.1399091796875,"end":253.23445458984375},{"word":"know.","start":253.23445458984375,"end":253.63536352539063},{"word":" Sometimes ","start":253.68677661132813,"end":254.23586743164063},{"word":"it ","start":254.23586743164063,"end":254.40495825195313},{"word":"may ","start":254.40495825195313,"end":254.54223095703125},{"word":"take ","start":254.54223095703125,"end":254.74223095703124},{"word":"a ","start":254.74223095703124,"end":254.81677661132812},{"word":"few ","start":254.81677661132812,"end":254.95404931640624},{"word":"minutes ","start":254.95404931640624,"end":255.18586743164062},{"word":"for ","start":255.18586743164062,"end":255.30223095703124},{"word":"the ","start":255.30223095703124,"end":255.407685546875},{"word":"email ","start":255.407685546875,"end":255.66132202148438},{"word":"to ","start":255.66132202148438,"end":255.77677661132813},{"word":"arrive. 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Can you resend it? ","words":[{"word":"I ","start":265.38702,"end":265.627},{"word":"don't ","start":265.627,"end":265.86699999999996},{"word":"see ","start":265.86699999999996,"end":266.10702},{"word":"it, ","start":266.10702,"end":266.26702},{"word":"actually ","start":266.647,"end":266.887},{"word":"anywhere. ","start":266.887,"end":267.847},{"word":"Can ","start":267.847,"end":268.087},{"word":"you ","start":268.087,"end":268.247},{"word":"resend ","start":268.247,"end":268.72697999999997},{"word":"it? ","start":268.72697999999997,"end":268.967}]},{"role":"agent","content":"Thank you for your patience. I have just resent the email with the procedure to renew your membership and reinstate your designation. Please check your inbox and spam or junk folder in a few moments.\n\nIs there anything else I can assist you with today?","words":[{"word":"Thank ","start":272.7536364746094,"end":273.00727270507815},{"word":"you ","start":273.00727270507815,"end":273.1236364746094},{"word":"for ","start":273.1236364746094,"end":273.25},{"word":"your ","start":273.25,"end":273.39727270507814},{"word":"patience. 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Thank you. ","words":[{"word":"No. ","start":285.097,"end":285.497},{"word":"That's ","start":285.497,"end":285.73699999999997},{"word":"it. ","start":285.73699999999997,"end":285.97697999999997},{"word":"Thank ","start":285.97697999999997,"end":286.217},{"word":"you. ","start":286.217,"end":286.377}]},{"role":"agent","content":"Thank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"Thank ","start":288.1906364746094,"end":288.43336352539063},{"word":"you ","start":288.43336352539063,"end":288.5488181152344},{"word":"for ","start":288.5488181152344,"end":288.6860908203125},{"word":"speaking ","start":288.6860908203125,"end":289.02427270507815},{"word":"with ","start":289.02427270507815,"end":289.18245458984376},{"word":"me ","start":289.18245458984376,"end":289.2988181152344},{"word":"today. 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This is Gil speaking. ","words":[{"word":"Hello? ","start":0.907,"end":1.2269998999999998},{"word":"This ","start":4.147,"end":4.4670000000000005},{"word":"is ","start":4.4670000000000005,"end":4.627},{"word":"Gil ","start":4.627,"end":4.947},{"word":"speaking. ","start":4.947,"end":5.187}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":6.335363525390625,"end":6.852636474609375},{"word":"My ","start":6.881742431640625,"end":7.01901513671875},{"word":"name ","start":7.01901513671875,"end":7.167197021484375},{"word":"is ","start":7.167197021484375,"end":7.293560546875},{"word":"Ellen, ","start":7.293560546875,"end":7.57810595703125},{"word":"and ","start":7.57810595703125,"end":7.70537890625},{"word":"I’m ","start":7.70537890625,"end":7.821742431640625},{"word":"calling ","start":7.821742431640625,"end":8.09537890625},{"word":"on ","start":8.09537890625,"end":8.200833251953124},{"word":"behalf ","start":8.200833251953124,"end":8.497197021484375},{"word":"of ","start":8.497197021484375,"end":8.602651611328126},{"word":"the ","start":8.602651611328126,"end":8.70810595703125},{"word":"National ","start":8.70810595703125,"end":9.077197021484375},{"word":"Payroll ","start":9.077197021484375,"end":9.457197021484374},{"word":"Institute, ","start":9.457197021484374,"end":9.98537890625},{"word":"NPI. 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Go ahead. ","words":[{"word":"Yeah. ","start":19.947000000000003,"end":20.267},{"word":"Go ","start":20.267,"end":20.587},{"word":"ahead. ","start":20.587,"end":20.747}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","start":43.08915161132813,"end":43.40642431640625},{"word":"Advancing ","start":43.40642431640625,"end":43.8809697265625},{"word":"your ","start":43.8809697265625,"end":44.01824243164062},{"word":"payroll ","start":44.01824243164062,"end":44.33460595703125},{"word":"career.","start":44.33460595703125,"end":44.86278784179687},{"word":" \n\nWhich ","start":44.90956811523437,"end":45.17320458984375},{"word":"one ","start":45.17320458984375,"end":45.321386474609376},{"word":"best ","start":45.321386474609376,"end":45.50047729492187},{"word":"describes ","start":45.50047729492187,"end":45.8486591796875},{"word":"your ","start":45.8486591796875,"end":45.975022705078125},{"word":"situation?","start":45.975022705078125,"end":46.65047729492188}],"metadata":{"response_id":3}},{"role":"user","content":"Advancing my payroll career. ","words":[{"word":"Advancing ","start":47.967,"end":48.447},{"word":"my ","start":48.447,"end":48.766998},{"word":"payroll ","start":48.766998,"end":49.327},{"word":"career. ","start":49.327,"end":49.807}]},{"role":"agent","content":"Thank you. \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":"Thank ","start":51.15563647460937,"end":51.462},{"word":"you. 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","words":[{"word":"I ","start":62.727000000000004,"end":62.967},{"word":"would ","start":62.967,"end":63.207},{"word":"say ","start":63.207,"end":63.527},{"word":"one. ","start":63.527,"end":63.847}]},{"role":"agent","content":"Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":65.94163647460938,"end":66.16254541015626},{"word":"you ","start":66.16254541015626,"end":66.258},{"word":"for ","start":66.258,"end":66.36345458984376},{"word":"your ","start":66.36345458984376,"end":66.47981811523438},{"word":"feedback.","start":66.47981811523438,"end":67.05981811523438},{"word":"\n\nNow, ","start":67.10427661132813,"end":67.35791284179687},{"word":"for ","start":67.35791284179687,"end":67.5160947265625},{"word":"statistical ","start":67.5160947265625,"end":68.065185546875},{"word":"purposes ","start":68.065185546875,"end":68.51882202148437},{"word":"only, ","start":68.51882202148437,"end":69.09973095703126},{"word":"could ","start":69.09973095703126,"end":69.28973095703125},{"word":"you ","start":69.28973095703125,"end":69.395185546875},{"word":"please ","start":69.395185546875,"end":69.6060947265625},{"word":"tell ","start":69.6060947265625,"end":69.785185546875},{"word":"us ","start":69.785185546875,"end":69.88064013671875},{"word":"your ","start":69.88064013671875,"end":70.02791284179688},{"word":"age ","start":70.02791284179688,"end":70.23973095703126},{"word":"range?","start":70.23973095703126,"end":70.77791284179688},{"word":" Is ","start":70.82502661132813,"end":70.93139013671875},{"word":"it ","start":70.93139013671875,"end":71.025935546875},{"word":"18 ","start":71.025935546875,"end":71.405935546875},{"word":"to ","start":71.405935546875,"end":71.49048095703125},{"word":"30?","start":71.49048095703125,"end":72.04957202148438},{"word":" 31 ","start":72.10231811523437,"end":72.34504541015625},{"word":"to ","start":72.34504541015625,"end":72.4614091796875},{"word":"45? 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?","words":[{"word":"Thank ","start":81.31463647460937,"end":81.6419091796875},{"word":"you.","start":81.6419091796875,"end":82.001},{"word":"\n\nWe’d ","start":82.05073486328125,"end":82.25164404296875},{"word":"love ","start":82.25164404296875,"end":82.43073486328124},{"word":"to ","start":82.43073486328124,"end":82.526189453125},{"word":"see ","start":82.526189453125,"end":82.68437109375},{"word":"you ","start":82.68437109375,"end":82.78982568359375},{"word":"gain ","start":82.78982568359375,"end":82.95891674804687},{"word":"your ","start":82.95891674804687,"end":83.0852802734375},{"word":"designation ","start":83.0852802734375,"end":83.62346215820313},{"word":"back ","start":83.62346215820313,"end":83.89800756835938},{"word":"and ","start":83.89800756835938,"end":84.0352802734375},{"word":"continue ","start":84.0352802734375,"end":84.4152802734375},{"word":"benefiting ","start":84.4152802734375,"end":84.806189453125},{"word":"from ","start":84.806189453125,"end":84.96437109375},{"word":"our ","start":84.96437109375,"end":85.09073486328126},{"word":"services.","start":85.09073486328126,"end":85.89255297851562},{"word":" As ","start":85.91761743164062,"end":86.17125390625},{"word":"a ","start":86.17125390625,"end":86.24489013671875},{"word":"member, ","start":86.24489013671875,"end":86.60398095703125},{"word":"you ","start":86.60398095703125,"end":86.74125390625},{"word":"get ","start":86.74125390625,"end":86.96307202148438},{"word":"unlimited ","start":86.96307202148438,"end":87.55398095703126},{"word":"help ","start":87.55398095703126,"end":87.78579931640625},{"word":"with ","start":87.78579931640625,"end":87.97579931640625},{"word":"complex ","start":87.97579931640625,"end":88.429435546875},{"word":"payroll ","start":88.429435546875,"end":88.799435546875},{"word":"issues, ","start":88.799435546875,"end":89.16852661132812},{"word":"constant ","start":89.16852661132812,"end":89.5903447265625},{"word":"updates ","start":89.5903447265625,"end":90.03398095703125},{"word":"on ","start":90.03398095703125,"end":90.18216284179688},{"word":"changes ","start":90.18216284179688,"end":90.509435546875},{"word":"in ","start":90.509435546875,"end":90.60398095703125},{"word":"payroll, ","start":90.60398095703125,"end":91.42761743164063},{"word":"preferred ","start":91.42761743164063,"end":91.8603447265625},{"word":"member ","start":91.8603447265625,"end":92.16579931640625},{"word":"rates ","start":92.16579931640625,"end":92.68307202148438},{"word":"for ","start":92.68307202148438,"end":92.88398095703126},{"word":"professional ","start":92.88398095703126,"end":93.35852661132813},{"word":"development ","start":93.35852661132813,"end":93.81216284179688},{"word":"seminars, ","start":93.81216284179688,"end":94.81489013671874},{"word":"networking ","start":94.81489013671874,"end":95.36398095703125},{"word":"with ","start":95.36398095703125,"end":95.54398095703125},{"word":"other ","start":95.54398095703125,"end":95.80761743164062},{"word":"payroll ","start":95.80761743164062,"end":96.07125390625},{"word":"professionals ","start":96.07125390625,"end":96.15579931640625},{"word":"locally ","start":96.15579931640625,"end":96.78852661132812},{"word":"and ","start":96.78852661132812,"end":97.32761743164062},{"word":"across ","start":97.32761743164062,"end":97.51761743164063},{"word":"Canada, ","start":97.51761743164063,"end":97.87579931640624},{"word":"support ","start":97.87579931640624,"end":98.39307202148437},{"word":"with ","start":98.39307202148437,"end":98.79398095703125},{"word":"recruiting ","start":98.79398095703125,"end":98.96307202148438},{"word":"payroll ","start":98.96307202148438,"end":99.37489013671875},{"word":"professionals, ","start":99.37489013671875,"end":99.71216284179687},{"word":"and ","start":99.71216284179687,"end":100.6203447265625},{"word":"discounts ","start":100.6203447265625,"end":100.87398095703125},{"word":"in ","start":100.87398095703125,"end":101.43307202148438},{"word":"many ","start":101.43307202148438,"end":101.5803447265625},{"word":"retail ","start":101.5803447265625,"end":101.84489013671875},{"word":"stores ","start":101.84489013671875,"end":102.19307202148437},{"word":"and ","start":102.19307202148437,"end":102.5203447265625},{"word":"services ","start":102.5203447265625,"end":102.66761743164062},{"word":"using ","start":102.66761743164062,"end":103.22761743164062},{"word":"MembersPerks. 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","words":[{"word":"I ","start":118.45700000000001,"end":118.856994},{"word":"didn't ","start":118.856994,"end":119.337},{"word":"find ","start":119.337,"end":119.657},{"word":"it ","start":119.657,"end":119.896995},{"word":"beneficial. ","start":120.077,"end":120.717}]},{"role":"agent","content":"Thank you for sharing that.\n\nI understand. Most people find the membership not beneficial because they are not aware of all the services that we offer. One inquiry to our Payroll InfoLine can resolve a complex payroll issue for you. Receiving constant updates regarding changes in payroll legislation saves you time to stay current. Our new and revised Career Development Toolkit helps you advance your career, and not to mention that you can network with peers locally or across the country.\n\nWith this being said, will you be open to renewing your Professional Membership today?","words":[{"word":"Thank ","start":122.44263647460937,"end":122.67536352539062},{"word":"you ","start":122.67536352539062,"end":122.79081811523437},{"word":"for ","start":122.79081811523437,"end":122.9280908203125},{"word":"sharing ","start":122.9280908203125,"end":123.23445458984375},{"word":"that.","start":123.23445458984375,"end":123.59354541015625},{"word":"\n\nI ","start":123.64677661132812,"end":123.78404931640625},{"word":"understand.","start":123.78404931640625,"end":124.49132202148438},{"word":" Most ","start":124.5101591796875,"end":124.82652270507812},{"word":"people ","start":124.82652270507812,"end":125.14288647460937},{"word":"find ","start":125.14288647460937,"end":125.35379541015625},{"word":"the ","start":125.35379541015625,"end":125.44925},{"word":"membership ","start":125.44925,"end":125.93470458984375},{"word":"not ","start":125.93470458984375,"end":126.17743188476562},{"word":"beneficial ","start":126.17743188476562,"end":126.8001591796875},{"word":"because ","start":126.8001591796875,"end":127.07470458984375},{"word":"they ","start":127.07470458984375,"end":127.20106811523438},{"word":"are ","start":127.20106811523438,"end":127.3383408203125},{"word":"not ","start":127.3383408203125,"end":127.51743188476563},{"word":"aware ","start":127.51743188476563,"end":127.9083408203125},{"word":"of ","start":127.9083408203125,"end":128.08743188476564},{"word":"all ","start":128.08743188476564,"end":128.36197729492187},{"word":"the ","start":128.36197729492187,"end":128.4574318847656},{"word":"services ","start":128.4574318847656,"end":128.93197729492186},{"word":"that ","start":128.93197729492186,"end":129.06925},{"word":"we ","start":129.06925,"end":129.19561352539063},{"word":"offer. 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","words":[{"word":"Yes. ","start":152.797,"end":153.19700999999998}]},{"role":"agent","content":"That’s great to hear. Is it OK if I send you an email with the procedure to renew your membership and reinstate your designation? May I confirm that your email address is g@directobjective.ca?","words":[{"word":"That’s ","start":155.64045458984376,"end":155.8940908203125},{"word":"great ","start":155.8940908203125,"end":156.05227270507814},{"word":"to ","start":156.05227270507814,"end":156.13681811523438},{"word":"hear. 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I’ve sent you an email with the procedure to renew your membership and reinstate your designation. Once you receive the email, please follow the steps and submit the form.\n\nThank you for speaking with me today. Have a good day and ","words":[{"word":"Thank ","start":171.9576364746094,"end":172.20036352539063},{"word":"you ","start":172.20036352539063,"end":172.31672729492186},{"word":"for ","start":172.31672729492186,"end":172.454},{"word":"confirming.","start":172.454,"end":173.15036352539062},{"word":" I’ve ","start":173.1964431152344,"end":173.3973522949219},{"word":"sent ","start":173.3973522949219,"end":173.5455341796875},{"word":"you ","start":173.5455341796875,"end":173.65098852539063},{"word":"an ","start":173.65098852539063,"end":173.75644311523436},{"word":"email ","start":173.75644311523436,"end":174.03098852539063},{"word":"with ","start":174.03098852539063,"end":174.17826147460937},{"word":"the ","start":174.17826147460937,"end":174.2737158203125},{"word":"procedure ","start":174.2737158203125,"end":174.74826147460936},{"word":"to ","start":174.74826147460936,"end":174.874625},{"word":"renew ","start":174.874625,"end":175.1282614746094},{"word":"your ","start":175.1282614746094,"end":175.27644311523437},{"word":"membership ","start":175.27644311523437,"end":175.77189770507812},{"word":"and ","start":175.77189770507812,"end":175.92007958984374},{"word":"reinstate ","start":175.92007958984374,"end":176.394625},{"word":"your ","start":176.394625,"end":176.54280688476564},{"word":"designation.","start":176.54280688476564,"end":177.37644311523437},{"word":" Once ","start":177.40620068359374,"end":177.63892797851562},{"word":"you ","start":177.63892797851562,"end":177.76529174804688},{"word":"receive ","start":177.76529174804688,"end":178.01892797851562},{"word":"the ","start":178.01892797851562,"end":178.11347338867188},{"word":"email, ","start":178.11347338867188,"end":178.68347338867187},{"word":"please ","start":178.68347338867187,"end":178.95801904296874},{"word":"follow ","start":178.95801904296874,"end":179.2216552734375},{"word":"the ","start":179.2216552734375,"end":179.31710986328125},{"word":"steps ","start":179.31710986328125,"end":179.68620068359374},{"word":"and ","start":179.68620068359374,"end":179.86529174804687},{"word":"submit ","start":179.86529174804687,"end":180.10801904296875},{"word":"the ","start":180.10801904296875,"end":180.20347338867188},{"word":"form.","start":180.20347338867188,"end":180.63620068359376},{"word":"\n\nThank ","start":180.68152661132814,"end":180.92425390625},{"word":"you ","start":180.92425390625,"end":181.0406174316406},{"word":"for ","start":181.0406174316406,"end":181.16698095703126},{"word":"speaking ","start":181.16698095703126,"end":181.4733447265625},{"word":"with ","start":181.4733447265625,"end":181.61061743164063},{"word":"me ","start":181.61061743164063,"end":181.71607202148436},{"word":"today. ","start":181.71607202148436,"end":182.15970825195313},{"word":"Have ","start":182.20856811523439,"end":182.38856811523436},{"word":"a ","start":182.38856811523436,"end":182.44129541015624},{"word":"good ","start":182.44129541015624,"end":182.58856811523438},{"word":"day ","start":182.58856811523438,"end":182.7258408203125},{"word":"and ","start":182.7258408203125,"end":182.82129541015624}],"metadata":{"response_id":12}},{"role":"user","content":"I have a question. I have a question from from you. May I? ","words":[{"word":"I ","start":183.03699999999998,"end":183.117},{"word":"have ","start":183.117,"end":183.277},{"word":"a ","start":183.277,"end":183.43698999999998},{"word":"question. 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","start":187.307,"end":187.46699999999998}]},{"role":"agent","content":"Of course, please go ahead with your question.","words":[{"word":"Of ","start":189.58527270507813,"end":189.72254541015624},{"word":"course, ","start":189.72254541015624,"end":189.94436352539063},{"word":"please ","start":189.94436352539063,"end":190.14436352539062},{"word":"go ","start":190.14436352539062,"end":190.26072729492188},{"word":"ahead ","start":190.26072729492188,"end":190.42981811523438},{"word":"with ","start":190.42981811523438,"end":190.55618188476564},{"word":"your ","start":190.55618188476564,"end":190.68254541015625},{"word":"question.","start":190.68254541015625,"end":191.30527270507812}],"metadata":{"response_id":14}},{"role":"user","content":"So what happens to my designation if I renew my membership? ","words":[{"word":"So ","start":192.647,"end":193.367},{"word":"what ","start":193.367,"end":193.607},{"word":"happens ","start":193.607,"end":193.92701},{"word":"to ","start":194.047,"end":194.28700999999998},{"word":"my ","start":194.28700999999998,"end":194.527},{"word":"designation ","start":194.527,"end":195.24699999999999},{"word":"if ","start":195.24699999999999,"end":195.56700999999998},{"word":"I ","start":195.56700999999998,"end":195.72699999999998},{"word":"renew ","start":195.72699999999998,"end":196.12699999999998},{"word":"my ","start":196.12699999999998,"end":196.44699999999997},{"word":"membership? ","start":196.44699999999997,"end":196.767}]},{"role":"user","content":"Does it can I get it back? Or is it automatically revived? What happens to it? 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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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T08:21:14-05:00","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 52 → 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 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 09:30:22 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_26b6fc869bed61f424a4c183b02","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":35,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T09:27:01-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_26b6fc869bed61f424a4c183b02","X-RetellAI-SipTraceId":"call_26b6fc869bed61f424a4c183b02","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776259630625,"end_timestamp":1776259815890,"duration_ms":185265,"transcript":"User: Hello? \nAgent: Hello, may I please speak with Gil?\nUser: Yes. This is Gil speaking. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Yeah. That's okay. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: Advancing my payroll career. \nAgent: Thank you. 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 would say one. \nAgent: Thank you for your feedback. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: Forty six to sixty. \nAgent: Thank you. We’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: No. \nAgent: Quick question: can you please tell us in one sentence why you no longer wish to be a member?\nUser: I didn't find it beneficial. \nAgent: Thank you for sharing that. I understand. Most people find the membership not beneficial because they are not aware of all the services that we offer. One inquiry to our Payroll InfoLine can resolve a complex payroll issue for you. Receiving constant updates regarding changes in payroll legislation saves you time to stay current. Our new and revised Career Development Toolkit helps you advance your career, and not to mention that you can network with peers locally or across the country.\n\nWith this being said, will you be open to renewing your Professional Membership today?\nUser: Yes. \nAgent: That’s great to hear. Is it OK if I send you an email with the procedure to renew your membership and reinstate your designation? May I confirm that your email address is g@directobjective.ca?\nUser: Yes. That's correct. Please send \nAgent: Thank you for confirming. I’ve sent you an email with the procedure to renew your membership and reinstate your designation. Once you receive the email, please complete the form and submit it.\n\nThank you for speaking with me today. Have a good day and goodbye.\nUser: Thank you. Goodbye. \nAgent: Thank you for your time. Goodbye.\n","transcript_object":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":0.918,"end":1.2379999}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.42645458984375,"end":1.78554541015625},{"word":"may ","start":1.78554541015625,"end":1.964636474609375},{"word":"I ","start":1.964636474609375,"end":2.038272705078125},{"word":"please ","start":2.038272705078125,"end":2.2819091796875},{"word":"speak ","start":2.2819091796875,"end":2.492818115234375},{"word":"with ","start":2.492818115234375,"end":2.6400908203125},{"word":"Gil?","start":2.6400908203125,"end":3.093727294921875}],"metadata":{"response_id":0}},{"role":"user","content":"Yes. This is Gil speaking. ","words":[{"word":"Yes. ","start":4.238,"end":4.718},{"word":"This ","start":4.718,"end":4.8779997},{"word":"is ","start":4.8779997,"end":5.038},{"word":"Gil ","start":5.038,"end":5.2780000000000005},{"word":"speaking. ","start":5.2780000000000005,"end":5.438000000000001}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":6.48445458984375,"end":6.9699091796875},{"word":"My ","start":7.01910986328125,"end":7.114564453125},{"word":"name ","start":7.114564453125,"end":7.261837158203125},{"word":"is ","start":7.261837158203125,"end":7.37820068359375},{"word":"Ellen, ","start":7.37820068359375,"end":7.620927978515625},{"word":"and ","start":7.620927978515625,"end":7.726382568359375},{"word":"I’m ","start":7.726382568359375,"end":7.874564453125},{"word":"calling ","start":7.874564453125,"end":8.180927978515625},{"word":"on ","start":8.180927978515625,"end":8.286382568359375},{"word":"behalf ","start":8.286382568359375,"end":8.581837158203125},{"word":"of ","start":8.581837158203125,"end":8.666382568359374},{"word":"the ","start":8.666382568359374,"end":8.760927978515625},{"word":"National ","start":8.760927978515625,"end":9.09910986328125},{"word":"Payroll ","start":9.09910986328125,"end":9.46820068359375},{"word":"Institute, ","start":9.46820068359375,"end":10.07001904296875},{"word":"NPI. ","start":10.07001904296875,"end":10.9036552734375},{"word":"I'm ","start":10.95510986328125,"end":11.176927978515625},{"word":"calling ","start":11.176927978515625,"end":11.53601904296875},{"word":"today ","start":11.53601904296875,"end":11.90510986328125},{"word":"as ","start":11.90510986328125,"end":12.09510986328125},{"word":"we ","start":12.09510986328125,"end":12.337837158203126},{"word":"noticed ","start":12.337837158203126,"end":12.7396552734375},{"word":"that ","start":12.7396552734375,"end":12.9296552734375},{"word":"your ","start":12.9296552734375,"end":13.097837158203125},{"word":"Professional ","start":13.097837158203125,"end":13.62601904296875},{"word":"membership ","start":13.62601904296875,"end":14.280564453125},{"word":"recently ","start":14.280564453125,"end":14.871473388671875},{"word":"lapsed, ","start":14.871473388671875,"end":15.71601904296875},{"word":"and ","start":15.71601904296875,"end":15.91601904296875},{"word":"we ","start":15.91601904296875,"end":16.011473388671874},{"word":"want ","start":16.011473388671874,"end":16.15874609375},{"word":"to ","start":16.15874609375,"end":16.243291748046875},{"word":"ask ","start":16.243291748046875,"end":16.48601904296875},{"word":"a ","start":16.48601904296875,"end":16.5596552734375},{"word":"few ","start":16.5596552734375,"end":16.707837158203127},{"word":"questions ","start":16.707837158203127,"end":17.22510986328125},{"word":"about ","start":17.22510986328125,"end":17.4996552734375},{"word":"your ","start":17.4996552734375,"end":17.636927978515626},{"word":"membership ","start":17.636927978515626,"end":18.0796552734375},{"word":"experience, ","start":18.0796552734375,"end":18.6496552734375},{"word":"if ","start":18.6496552734375,"end":18.77601904296875},{"word":"that’s ","start":18.77601904296875,"end":19.00874609375},{"word":"OK.","start":19.00874609375,"end":19.652382568359375}],"metadata":{"response_id":2}},{"role":"user","content":"Yeah. That's okay. ","words":[{"word":"Yeah. ","start":20.928,"end":21.328},{"word":"That's ","start":21.328,"end":21.568},{"word":"okay. ","start":21.568,"end":21.808}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?","words":[{"word":"Perfect, ","start":23.44445458984375,"end":23.82445458984375},{"word":"now ","start":23.82445458984375,"end":23.950818115234377},{"word":"let’s ","start":23.950818115234377,"end":24.130818115234376},{"word":"begin ","start":24.130818115234376,"end":24.341727294921874},{"word":"with ","start":24.341727294921874,"end":24.4680908203125},{"word":"the ","start":24.4680908203125,"end":24.552636474609375},{"word":"first ","start":24.552636474609375,"end":24.76354541015625},{"word":"question. 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","start":37.273492431640626,"end":37.832583251953125},{"word":"Gaining ","start":37.832583251953125,"end":38.15985595703125},{"word":"payroll ","start":38.15985595703125,"end":38.4762197265625},{"word":"designation. ","start":38.4762197265625,"end":39.288947021484375},{"word":"\n5. ","start":39.31845068359375,"end":39.8039052734375},{"word":"Networking ","start":39.8039052734375,"end":40.28935986328125},{"word":"with ","start":40.28935986328125,"end":40.45845068359375},{"word":"other ","start":40.45845068359375,"end":40.68026904296875},{"word":"payroll ","start":40.68026904296875,"end":41.007541748046876},{"word":"professionals. ","start":41.007541748046876,"end":41.746632568359374},{"word":"\n6. 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","words":[{"word":"Advancing ","start":47.147999999999996,"end":47.708},{"word":"my ","start":47.708,"end":48.267999999999994},{"word":"payroll ","start":48.267999999999994,"end":48.827999999999996},{"word":"career. ","start":48.827999999999996,"end":49.388}]},{"role":"agent","content":"Thank you. 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?","words":[{"word":"Thank ","start":52.42563647460938,"end":52.70018188476563},{"word":"you. 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?","words":[{"word":"Thank ","start":80.53063647460938,"end":80.847},{"word":"you.","start":80.847,"end":81.227},{"word":" We’d ","start":81.28069311523437,"end":81.46069311523438},{"word":"love ","start":81.46069311523438,"end":81.6297841796875},{"word":"to ","start":81.6297841796875,"end":81.72432958984375},{"word":"see ","start":81.72432958984375,"end":81.90342041015624},{"word":"you ","start":81.90342041015624,"end":82.04069311523438},{"word":"gain ","start":82.04069311523438,"end":82.23069311523437},{"word":"your ","start":82.23069311523437,"end":82.3579658203125},{"word":"designation ","start":82.3579658203125,"end":82.88523852539062},{"word":"back ","start":82.88523852539062,"end":83.1597841796875},{"word":"and ","start":83.1597841796875,"end":83.3079658203125},{"word":"continue ","start":83.3079658203125,"end":83.6979658203125},{"word":"benefiting ","start":83.6979658203125,"end":84.13069311523438},{"word":"from ","start":84.13069311523438,"end":84.288875},{"word":"our ","start":84.288875,"end":84.41614770507813},{"word":"services.","start":84.41614770507813,"end":85.12251147460937},{"word":" As ","start":85.17585986328125,"end":85.41858715820312},{"word":"a ","start":85.41858715820312,"end":85.50313256835938},{"word":"member, ","start":85.50313256835938,"end":85.96767797851562},{"word":"you ","start":85.96767797851562,"end":86.13676904296875},{"word":"get ","start":86.13676904296875,"end":86.36858715820313},{"word":"unlimited ","start":86.36858715820313,"end":86.84404174804688},{"word":"help ","start":86.84404174804688,"end":87.05495068359374},{"word":"with ","start":87.05495068359374,"end":87.23404174804688},{"word":"complex ","start":87.23404174804688,"end":87.71949609375},{"word":"payroll ","start":87.71949609375,"end":88.1104052734375},{"word":"issues, ","start":88.1104052734375,"end":88.881314453125},{"word":"constant ","start":88.881314453125,"end":89.33495068359375},{"word":"updates ","start":89.33495068359375,"end":89.70404174804688},{"word":"on ","start":89.70404174804688,"end":89.8204052734375},{"word":"changes ","start":89.8204052734375,"end":90.16858715820312},{"word":"in ","start":90.16858715820312,"end":90.28495068359375},{"word":"payroll, ","start":90.28495068359375,"end":91.09767797851562},{"word":"preferred ","start":91.09767797851562,"end":91.50858715820313},{"word":"member ","start":91.50858715820313,"end":91.84676904296875},{"word":"rates ","start":91.84676904296875,"end":92.1104052734375},{"word":"for ","start":92.1104052734375,"end":92.25858715820313},{"word":"professional ","start":92.25858715820313,"end":92.75404174804687},{"word":"development ","start":92.75404174804687,"end":93.20858715820313},{"word":"seminars, ","start":93.20858715820313,"end":94.18949609375},{"word":"networking ","start":94.18949609375,"end":94.67495068359375},{"word":"with ","start":94.67495068359375,"end":94.82313256835937},{"word":"other ","start":94.82313256835937,"end":95.03404174804687},{"word":"payroll ","start":95.03404174804687,"end":95.25585986328124},{"word":"professionals ","start":95.25585986328124,"end":95.3404052734375},{"word":"locally ","start":95.3404052734375,"end":95.89949609375},{"word":"and ","start":95.89949609375,"end":96.25858715820313},{"word":"across ","start":96.25858715820313,"end":96.36404174804687},{"word":"Canada, ","start":96.36404174804687,"end":96.71222338867187},{"word":"support ","start":96.71222338867187,"end":97.4304052734375},{"word":"with ","start":97.4304052734375,"end":97.8104052734375},{"word":"recruiting ","start":97.8104052734375,"end":97.97858715820313},{"word":"payroll ","start":97.97858715820313,"end":98.411314453125},{"word":"professionals, ","start":98.411314453125,"end":98.7604052734375},{"word":"and ","start":98.7604052734375,"end":99.70949609375},{"word":"discounts ","start":99.70949609375,"end":99.9104052734375},{"word":"in ","start":99.9104052734375,"end":100.40676904296875},{"word":"many ","start":100.40676904296875,"end":100.51222338867187},{"word":"retail ","start":100.51222338867187,"end":100.73404174804688},{"word":"stores ","start":100.73404174804688,"end":101.071314453125},{"word":"and ","start":101.071314453125,"end":101.34585986328125},{"word":"services ","start":101.34585986328125,"end":101.46222338867187},{"word":"using ","start":101.46222338867187,"end":102.36949609375},{"word":"MembersPerks. 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","words":[{"word":"I ","start":114.708,"end":115.02799999999999},{"word":"didn't ","start":115.02799999999999,"end":115.428},{"word":"find ","start":115.428,"end":115.66799999999999},{"word":"it ","start":115.66799999999999,"end":115.907995},{"word":"beneficial. ","start":115.907995,"end":116.468}]},{"role":"agent","content":"Thank you for sharing that. I understand. Most people find the membership not beneficial because they are not aware of all the services that we offer. One inquiry to our Payroll InfoLine can resolve a complex payroll issue for you. Receiving constant updates regarding changes in payroll legislation saves you time to stay current. Our new and revised Career Development Toolkit helps you advance your career, and not to mention that you can network with peers locally or across the country.\n\nWith this being said, will you be open to renewing your Professional Membership today?","words":[{"word":"Thank ","start":118.12854541015625,"end":118.35036352539062},{"word":"you ","start":118.35036352539062,"end":118.46581811523437},{"word":"for ","start":118.46581811523437,"end":118.5930908203125},{"word":"sharing ","start":118.5930908203125,"end":118.92036352539063},{"word":"that. 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","words":[{"word":"Yes. ","start":148.038,"end":148.27800000000002}]},{"role":"agent","content":"That’s great to hear. Is it OK if I send you an email with the procedure to renew your membership and reinstate your designation? May I confirm that your email address is g@directobjective.ca?","words":[{"word":"That’s ","start":149.99154541015625,"end":150.25518188476562},{"word":"great ","start":150.25518188476562,"end":150.4660908203125},{"word":"to ","start":150.4660908203125,"end":150.58245458984376},{"word":"hear. 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Goodbye.","words":[{"word":"Thank ","start":183.3446364746094,"end":183.57736352539064},{"word":"you ","start":183.57736352539064,"end":183.68281811523437},{"word":"for ","start":183.68281811523437,"end":183.80918188476562},{"word":"your ","start":183.80918188476562,"end":183.97827270507813},{"word":"time. ","start":183.97827270507813,"end":184.5800908203125},{"word":"Goodbye.","start":184.62044311523437,"end":185.22226147460938}],"metadata":{"response_id":16}}],"transcript_with_tool_calls":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? 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I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":6.48445458984375,"end":6.9699091796875},{"word":"My ","start":7.01910986328125,"end":7.114564453125},{"word":"name ","start":7.114564453125,"end":7.261837158203125},{"word":"is ","start":7.261837158203125,"end":7.37820068359375},{"word":"Ellen, ","start":7.37820068359375,"end":7.620927978515625},{"word":"and ","start":7.620927978515625,"end":7.726382568359375},{"word":"I’m ","start":7.726382568359375,"end":7.874564453125},{"word":"calling ","start":7.874564453125,"end":8.180927978515625},{"word":"on ","start":8.180927978515625,"end":8.286382568359375},{"word":"behalf ","start":8.286382568359375,"end":8.581837158203125},{"word":"of ","start":8.581837158203125,"end":8.666382568359374},{"word":"the ","start":8.666382568359374,"end":8.760927978515625},{"word":"National ","start":8.760927978515625,"end":9.09910986328125},{"word":"Payroll ","start":9.09910986328125,"end":9.46820068359375},{"word":"Institute, ","start":9.46820068359375,"end":10.07001904296875},{"word":"NPI. 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","words":[{"word":"Advancing ","start":47.147999999999996,"end":47.708},{"word":"my ","start":47.708,"end":48.267999999999994},{"word":"payroll ","start":48.267999999999994,"end":48.827999999999996},{"word":"career. ","start":48.827999999999996,"end":49.388}]},{"role":"agent","content":"Thank you. 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?","words":[{"word":"Thank ","start":52.42563647460938,"end":52.70018188476563},{"word":"you. 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?","words":[{"word":"Thank ","start":80.53063647460938,"end":80.847},{"word":"you.","start":80.847,"end":81.227},{"word":" We’d ","start":81.28069311523437,"end":81.46069311523438},{"word":"love ","start":81.46069311523438,"end":81.6297841796875},{"word":"to ","start":81.6297841796875,"end":81.72432958984375},{"word":"see ","start":81.72432958984375,"end":81.90342041015624},{"word":"you ","start":81.90342041015624,"end":82.04069311523438},{"word":"gain ","start":82.04069311523438,"end":82.23069311523437},{"word":"your ","start":82.23069311523437,"end":82.3579658203125},{"word":"designation ","start":82.3579658203125,"end":82.88523852539062},{"word":"back ","start":82.88523852539062,"end":83.1597841796875},{"word":"and ","start":83.1597841796875,"end":83.3079658203125},{"word":"continue ","start":83.3079658203125,"end":83.6979658203125},{"word":"benefiting ","start":83.6979658203125,"end":84.13069311523438},{"word":"from ","start":84.13069311523438,"end":84.288875},{"word":"our ","start":84.288875,"end":84.41614770507813},{"word":"services.","start":84.41614770507813,"end":85.12251147460937},{"word":" As ","start":85.17585986328125,"end":85.41858715820312},{"word":"a ","start":85.41858715820312,"end":85.50313256835938},{"word":"member, ","start":85.50313256835938,"end":85.96767797851562},{"word":"you ","start":85.96767797851562,"end":86.13676904296875},{"word":"get ","start":86.13676904296875,"end":86.36858715820313},{"word":"unlimited ","start":86.36858715820313,"end":86.84404174804688},{"word":"help ","start":86.84404174804688,"end":87.05495068359374},{"word":"with ","start":87.05495068359374,"end":87.23404174804688},{"word":"complex ","start":87.23404174804688,"end":87.71949609375},{"word":"payroll ","start":87.71949609375,"end":88.1104052734375},{"word":"issues, ","start":88.1104052734375,"end":88.881314453125},{"word":"constant ","start":88.881314453125,"end":89.33495068359375},{"word":"updates ","start":89.33495068359375,"end":89.70404174804688},{"word":"on ","start":89.70404174804688,"end":89.8204052734375},{"word":"changes ","start":89.8204052734375,"end":90.16858715820312},{"word":"in ","start":90.16858715820312,"end":90.28495068359375},{"word":"payroll, ","start":90.28495068359375,"end":91.09767797851562},{"word":"preferred ","start":91.09767797851562,"end":91.50858715820313},{"word":"member ","start":91.50858715820313,"end":91.84676904296875},{"word":"rates ","start":91.84676904296875,"end":92.1104052734375},{"word":"for ","start":92.1104052734375,"end":92.25858715820313},{"word":"professional ","start":92.25858715820313,"end":92.75404174804687},{"word":"development ","start":92.75404174804687,"end":93.20858715820313},{"word":"seminars, ","start":93.20858715820313,"end":94.18949609375},{"word":"networking ","start":94.18949609375,"end":94.67495068359375},{"word":"with ","start":94.67495068359375,"end":94.82313256835937},{"word":"other ","start":94.82313256835937,"end":95.03404174804687},{"word":"payroll ","start":95.03404174804687,"end":95.25585986328124},{"word":"professionals ","start":95.25585986328124,"end":95.3404052734375},{"word":"locally ","start":95.3404052734375,"end":95.89949609375},{"word":"and ","start":95.89949609375,"end":96.25858715820313},{"word":"across ","start":96.25858715820313,"end":96.36404174804687},{"word":"Canada, ","start":96.36404174804687,"end":96.71222338867187},{"word":"support ","start":96.71222338867187,"end":97.4304052734375},{"word":"with ","start":97.4304052734375,"end":97.8104052734375},{"word":"recruiting ","start":97.8104052734375,"end":97.97858715820313},{"word":"payroll ","start":97.97858715820313,"end":98.411314453125},{"word":"professionals, ","start":98.411314453125,"end":98.7604052734375},{"word":"and ","start":98.7604052734375,"end":99.70949609375},{"word":"discounts ","start":99.70949609375,"end":99.9104052734375},{"word":"in ","start":99.9104052734375,"end":100.40676904296875},{"word":"many ","start":100.40676904296875,"end":100.51222338867187},{"word":"retail ","start":100.51222338867187,"end":100.73404174804688},{"word":"stores ","start":100.73404174804688,"end":101.071314453125},{"word":"and ","start":101.071314453125,"end":101.34585986328125},{"word":"services ","start":101.34585986328125,"end":101.46222338867187},{"word":"using ","start":101.46222338867187,"end":102.36949609375},{"word":"MembersPerks. 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","words":[{"word":"I ","start":114.708,"end":115.02799999999999},{"word":"didn't ","start":115.02799999999999,"end":115.428},{"word":"find ","start":115.428,"end":115.66799999999999},{"word":"it ","start":115.66799999999999,"end":115.907995},{"word":"beneficial. ","start":115.907995,"end":116.468}]},{"role":"agent","content":"Thank you for sharing that. I understand. Most people find the membership not beneficial because they are not aware of all the services that we offer. One inquiry to our Payroll InfoLine can resolve a complex payroll issue for you. Receiving constant updates regarding changes in payroll legislation saves you time to stay current. Our new and revised Career Development Toolkit helps you advance your career, and not to mention that you can network with peers locally or across the country.\n\nWith this being said, will you be open to renewing your Professional Membership today?","words":[{"word":"Thank ","start":118.12854541015625,"end":118.35036352539062},{"word":"you ","start":118.35036352539062,"end":118.46581811523437},{"word":"for ","start":118.46581811523437,"end":118.5930908203125},{"word":"sharing ","start":118.5930908203125,"end":118.92036352539063},{"word":"that. 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The official opening was delivered only after confirming the contact's identity, ensuring gate accuracy. Verbatim compliance was high with key phrases used as required. Mandatory phrases were present, supporting a positive compliance score. The call ended with a valid disposition and proper closing, resulting in a 100% completion rate.","IVR_detector":"No","call_sequence":"5 questions asked","Concern-Question":"","called_by":"","Withdrawal date":""}},"data_storage_setting":"everything","llm_token_usage":{"values":[9018,9021,9026,10054,10057,10118,10365,9318,10154,10373,10597,10688,10691,10691,10693,11695,11578,10680],"average":10267.611111111111,"num_requests":18},"tool_calls":[{"tool_call_id":"d6fbba06c11951e4","name":"send_application_form","type":"custom","start_time_sec":165.145,"latency_ms":908.9999999999918,"success":true},{"tool_call_id":"022e6e71d883fb0f","name":"end_call","type":"end_call","start_time_sec":185.259}],"from_number":"+14375242727","to_number":"+15144313257","direction":"outbound"},"event_timestamp":1776259822728} ---------------------------------------- EVENT: call_analyzed CONTACT ID: 31090 CALL ID: call_26b6fc869bed61f424a4c183b02 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":"1676189302","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"273","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T08:29:32-05:00","udate":"2026-04-15T08:30:23-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 08:30:23","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 08:30:23","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 08:24:08","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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 contacted Gil regarding his lapsed NPI Professional membership. Gil initially expressed dissatisfaction and declined to renew, but after further explanation, he agreed to renew and confirmed his email for receiving the renewal procedure. The agent sent the renewal application form via email and concluded the call.","cdate":"2026-01-21T16:07:22-06:00","udate":"2026-04-15T08:30:23-05:00","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 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00:00:00","whatsapp_id":"","whatsapp_username":"","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":"Membership Renewal Agreement","cdate":"2026-01-21T16:07:23-06:00","udate":"2026-04-15T08:30:23-05:00","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":"1676189302","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"273","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T08:29:32-05:00","udate":"2026-04-15T08:30:23-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 08:30:23","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 08:30:23","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 08:24:08","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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\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\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T08:30:23-05:00","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 52 → 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 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 09:42:28 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_e218647501d6b4edf795332de89","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":35,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T09:38:25-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_e218647501d6b4edf795332de89","X-RetellAI-SipTraceId":"call_e218647501d6b4edf795332de89","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776260355220,"end_timestamp":1776260543182,"duration_ms":187962,"transcript":"User: Hello? \nAgent: Hello, may I please speak with Gil?\nUser: Yes. This is Gil. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Yeah. That's okay. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: Resolve complex payroll issues. \nAgent: Thank you. 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 would say two. \nAgent: Thank you for your feedback. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: It's eighteen to thirty. \nAgent: Thank you. We’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: No. \nAgent: Thank you for letting me know. Could you tell me the main reason you decided not to renew your membership?Is it because: \n1. You are no longer working in payroll. \n2. You didn’t use the membership enough, or payroll wasn’t complex for you. \n3. You’re temporarily out of a payroll job. \n4. You felt the benefits were useful, but the fee wasn’t worth it. \nIf you have another reason, you can tell me what it is. Which of these best describes your situation?\nUser: My company became a member, and I am using their benefits. \nAgent: I understand. We’re happy that your organization decided to become an NPI member. We hope that you enjoy the membership benefits. Note that having a designation can allow you to earn a higher salary and advance your career in an easier manner. With that in mind, would you consider renewing?\nUser: Does the renewing actually automatically ring my designation? \nAgent: Thank you for your question. Since I want to make sure you get the correct information, I’ll forward this to the right person or team for follow-up, either by phone or email. OK?\nIn the meantime, is there anything else you’d like to share about your membership experience?\nUser: No. That's it. \nAgent: Thank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":1.71,"end":2.11}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":3.500363525390625,"end":3.795818115234375},{"word":"may ","start":3.795818115234375,"end":3.9430908203125},{"word":"I ","start":3.9430908203125,"end":4.017636474609375},{"word":"please ","start":4.017636474609375,"end":4.22854541015625},{"word":"speak ","start":4.22854541015625,"end":4.42854541015625},{"word":"with ","start":4.42854541015625,"end":4.576727294921875},{"word":"Gil?","start":4.576727294921875,"end":5.030363525390625}],"metadata":{"response_id":0}},{"role":"user","content":"Yes. This is Gil. ","words":[{"word":"Yes. ","start":6.59,"end":7.4699996},{"word":"This ","start":7.4699996,"end":7.63},{"word":"is ","start":7.63,"end":7.7899998},{"word":"Gil. ","start":7.7899998,"end":8.11}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":9.343272705078125,"end":9.88145458984375},{"word":"My ","start":9.933068115234375,"end":10.039431884765625},{"word":"name ","start":10.039431884765625,"end":10.18670458984375},{"word":"is ","start":10.18670458984375,"end":10.2921591796875},{"word":"Ellen, ","start":10.2921591796875,"end":10.598522705078125},{"word":"and ","start":10.598522705078125,"end":10.74579541015625},{"word":"I’m ","start":10.74579541015625,"end":10.873068115234375},{"word":"calling ","start":10.873068115234375,"end":11.157613525390625},{"word":"on ","start":11.157613525390625,"end":11.253068115234376},{"word":"behalf ","start":11.253068115234376,"end":11.548522705078126},{"word":"of ","start":11.548522705078126,"end":11.643068115234374},{"word":"the ","start":11.643068115234374,"end":11.748522705078125},{"word":"National ","start":11.748522705078125,"end":12.09670458984375},{"word":"Payroll ","start":12.09670458984375,"end":12.46670458984375},{"word":"Institute, ","start":12.46670458984375,"end":13.12125},{"word":"NPI. 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","words":[{"word":"Resolve ","start":50.910000000000004,"end":51.550000000000004},{"word":"complex ","start":51.550000000000004,"end":52.19},{"word":"payroll ","start":52.19,"end":52.909997000000004},{"word":"issues. ","start":52.909997000000004,"end":53.31}]},{"role":"agent","content":"Thank you. 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?","words":[{"word":"Thank ","start":55.61763647460938,"end":55.9130908203125},{"word":"you. 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","words":[{"word":"I ","start":66.76,"end":67.08},{"word":"would ","start":67.08,"end":67.24},{"word":"say ","start":67.24,"end":67.56},{"word":"two. ","start":67.56,"end":67.800004}]},{"role":"agent","content":"Thank you for your feedback. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":70.04845458984374,"end":70.27027270507813},{"word":"you ","start":70.27027270507813,"end":70.36481811523437},{"word":"for ","start":70.36481811523437,"end":70.4920908203125},{"word":"your ","start":70.4920908203125,"end":70.60754541015625},{"word":"feedback. 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. 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","words":[{"word":"My ","start":137.38,"end":137.86},{"word":"company ","start":137.86,"end":138.26001},{"word":"became ","start":138.26001,"end":138.82001},{"word":"a ","start":138.82001,"end":138.98001},{"word":"member, ","start":138.98001,"end":139.62001},{"word":"and ","start":139.62001,"end":139.7},{"word":"I ","start":139.7,"end":139.86},{"word":"am ","start":139.86,"end":140.02},{"word":"using ","start":140.02,"end":140.34},{"word":"their ","start":140.48,"end":140.72},{"word":"benefits. ","start":140.72,"end":141.2}]},{"role":"agent","content":"I understand. We’re happy that your organization decided to become an NPI member. We hope that you enjoy the membership benefits. Note that having a designation can allow you to earn a higher salary and advance your career in an easier manner. With that in mind, would you consider renewing?","words":[{"word":"I ","start":142.79527270507813,"end":142.88981811523436},{"word":"understand.","start":142.88981811523436,"end":143.54436352539062},{"word":" We’re ","start":143.57082568359374,"end":143.79264404296876},{"word":"happy ","start":143.79264404296876,"end":144.02446215820314},{"word":"that ","start":144.02446215820314,"end":144.16173486328125},{"word":"your ","start":144.16173486328125,"end":144.32082568359374},{"word":"organization ","start":144.32082568359374,"end":144.9435529785156},{"word":"decided ","start":144.9435529785156,"end":145.30173486328124},{"word":"to ","start":145.30173486328124,"end":145.3762802734375},{"word":"become ","start":145.3762802734375,"end":145.6399167480469},{"word":"an ","start":145.6399167480469,"end":145.75537109375},{"word":"NPI ","start":145.75537109375,"end":146.21991674804687},{"word":"member.","start":146.21991674804687,"end":146.80082568359376},{"word":" We ","start":146.84502661132814,"end":146.99320825195312},{"word":"hope ","start":146.99320825195312,"end":147.2041174316406},{"word":"that ","start":147.2041174316406,"end":147.35229931640626},{"word":"you ","start":147.35229931640626,"end":147.53139013671876},{"word":"enjoy ","start":147.53139013671876,"end":147.90048095703125},{"word":"the ","start":147.90048095703125,"end":148.0068447265625},{"word":"membership ","start":148.0068447265625,"end":148.43957202148437},{"word":"benefits.","start":148.43957202148437,"end":149.20957202148438},{"word":" Note ","start":149.25969311523437,"end":149.82969311523436},{"word":"that ","start":149.82969311523436,"end":150.19969311523437},{"word":"having ","start":150.19969311523437,"end":150.47423852539063},{"word":"a ","start":150.47423852539063,"end":150.547875},{"word":"designation ","start":150.547875,"end":151.27605688476564},{"word":"can ","start":151.27605688476564,"end":151.497875},{"word":"allow ","start":151.497875,"end":151.877875},{"word":"you ","start":151.877875,"end":152.0569658203125},{"word":"to ","start":152.0569658203125,"end":152.20514770507813},{"word":"earn ","start":152.20514770507813,"end":152.51060229492188},{"word":"a ","start":152.51060229492188,"end":152.647875},{"word":"higher ","start":152.647875,"end":152.99605688476564},{"word":"salary ","start":152.99605688476564,"end":153.54514770507814},{"word":"and ","start":153.54514770507814,"end":153.75605688476563},{"word":"advance ","start":153.75605688476563,"end":154.1469658203125},{"word":"your ","start":154.1469658203125,"end":154.31605688476563},{"word":"career ","start":154.31605688476563,"end":154.7269658203125},{"word":"in ","start":154.7269658203125,"end":154.85423852539063},{"word":"an ","start":154.85423852539063,"end":155.02242041015626},{"word":"easier ","start":155.02242041015626,"end":155.45514770507813},{"word":"manner. 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","words":[{"word":"Does ","start":161.26,"end":161.58},{"word":"the ","start":161.58,"end":161.82},{"word":"renewing ","start":161.82,"end":162.54},{"word":"actually ","start":162.54,"end":163.42},{"word":"automatically ","start":163.42,"end":164.54001},{"word":"ring ","start":164.7,"end":165.1},{"word":"my ","start":165.45,"end":165.93},{"word":"designation? ","start":165.93,"end":166.32999}]},{"role":"agent","content":"Thank you for your question. Since I want to make sure you get the correct information, I’ll forward this to the right person or team for follow-up, either by phone or email. OK?\nIn the meantime, is there anything else you’d like to share about your membership experience?","words":[{"word":"Thank ","start":167.89763647460939,"end":168.11945458984374},{"word":"you ","start":168.11945458984374,"end":168.23581811523437},{"word":"for ","start":168.23581811523437,"end":168.3830908203125},{"word":"your ","start":168.3830908203125,"end":168.52036352539062},{"word":"question. 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","words":[{"word":"No. ","start":181.59001,"end":181.99},{"word":"That's ","start":181.99,"end":182.31},{"word":"it. ","start":182.31,"end":182.39000000000001}]},{"role":"agent","content":"Thank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"Thank ","start":184.74763647460938,"end":185.00127270507812},{"word":"you ","start":185.00127270507812,"end":185.12763647460937},{"word":"for ","start":185.12763647460937,"end":185.2649091796875},{"word":"speaking ","start":185.2649091796875,"end":185.6030908203125},{"word":"with ","start":185.6030908203125,"end":185.7612727050781},{"word":"me ","start":185.7612727050781,"end":185.87763647460937},{"word":"today. 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","start":1.71,"end":2.11}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":3.500363525390625,"end":3.795818115234375},{"word":"may ","start":3.795818115234375,"end":3.9430908203125},{"word":"I ","start":3.9430908203125,"end":4.017636474609375},{"word":"please ","start":4.017636474609375,"end":4.22854541015625},{"word":"speak ","start":4.22854541015625,"end":4.42854541015625},{"word":"with ","start":4.42854541015625,"end":4.576727294921875},{"word":"Gil?","start":4.576727294921875,"end":5.030363525390625}],"metadata":{"response_id":0}},{"role":"user","content":"Yes. This is Gil. ","words":[{"word":"Yes. ","start":6.59,"end":7.4699996},{"word":"This ","start":7.4699996,"end":7.63},{"word":"is ","start":7.63,"end":7.7899998},{"word":"Gil. ","start":7.7899998,"end":8.11}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":9.343272705078125,"end":9.88145458984375},{"word":"My ","start":9.933068115234375,"end":10.039431884765625},{"word":"name ","start":10.039431884765625,"end":10.18670458984375},{"word":"is ","start":10.18670458984375,"end":10.2921591796875},{"word":"Ellen, ","start":10.2921591796875,"end":10.598522705078125},{"word":"and ","start":10.598522705078125,"end":10.74579541015625},{"word":"I’m ","start":10.74579541015625,"end":10.873068115234375},{"word":"calling ","start":10.873068115234375,"end":11.157613525390625},{"word":"on ","start":11.157613525390625,"end":11.253068115234376},{"word":"behalf ","start":11.253068115234376,"end":11.548522705078126},{"word":"of ","start":11.548522705078126,"end":11.643068115234374},{"word":"the ","start":11.643068115234374,"end":11.748522705078125},{"word":"National ","start":11.748522705078125,"end":12.09670458984375},{"word":"Payroll ","start":12.09670458984375,"end":12.46670458984375},{"word":"Institute, ","start":12.46670458984375,"end":13.12125},{"word":"NPI. 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That's okay. ","words":[{"word":"Yeah. ","start":23.060000000000002,"end":23.46},{"word":"That's ","start":23.46,"end":23.700000000000003},{"word":"okay. ","start":23.700000000000003,"end":23.78}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","words":[{"word":"Resolve ","start":50.910000000000004,"end":51.550000000000004},{"word":"complex ","start":51.550000000000004,"end":52.19},{"word":"payroll ","start":52.19,"end":52.909997000000004},{"word":"issues. ","start":52.909997000000004,"end":53.31}]},{"role":"agent","content":"Thank you. 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?","words":[{"word":"Thank ","start":55.61763647460938,"end":55.9130908203125},{"word":"you. 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","words":[{"word":"I ","start":66.76,"end":67.08},{"word":"would ","start":67.08,"end":67.24},{"word":"say ","start":67.24,"end":67.56},{"word":"two. ","start":67.56,"end":67.800004}]},{"role":"agent","content":"Thank you for your feedback. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":70.04845458984374,"end":70.27027270507813},{"word":"you ","start":70.27027270507813,"end":70.36481811523437},{"word":"for ","start":70.36481811523437,"end":70.4920908203125},{"word":"your ","start":70.4920908203125,"end":70.60754541015625},{"word":"feedback. 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. 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","words":[{"word":"My ","start":137.38,"end":137.86},{"word":"company ","start":137.86,"end":138.26001},{"word":"became ","start":138.26001,"end":138.82001},{"word":"a ","start":138.82001,"end":138.98001},{"word":"member, ","start":138.98001,"end":139.62001},{"word":"and ","start":139.62001,"end":139.7},{"word":"I ","start":139.7,"end":139.86},{"word":"am ","start":139.86,"end":140.02},{"word":"using ","start":140.02,"end":140.34},{"word":"their ","start":140.48,"end":140.72},{"word":"benefits. ","start":140.72,"end":141.2}]},{"role":"agent","content":"I understand. We’re happy that your organization decided to become an NPI member. We hope that you enjoy the membership benefits. Note that having a designation can allow you to earn a higher salary and advance your career in an easier manner. With that in mind, would you consider renewing?","words":[{"word":"I ","start":142.79527270507813,"end":142.88981811523436},{"word":"understand.","start":142.88981811523436,"end":143.54436352539062},{"word":" We’re ","start":143.57082568359374,"end":143.79264404296876},{"word":"happy ","start":143.79264404296876,"end":144.02446215820314},{"word":"that ","start":144.02446215820314,"end":144.16173486328125},{"word":"your ","start":144.16173486328125,"end":144.32082568359374},{"word":"organization ","start":144.32082568359374,"end":144.9435529785156},{"word":"decided ","start":144.9435529785156,"end":145.30173486328124},{"word":"to ","start":145.30173486328124,"end":145.3762802734375},{"word":"become ","start":145.3762802734375,"end":145.6399167480469},{"word":"an ","start":145.6399167480469,"end":145.75537109375},{"word":"NPI ","start":145.75537109375,"end":146.21991674804687},{"word":"member.","start":146.21991674804687,"end":146.80082568359376},{"word":" We ","start":146.84502661132814,"end":146.99320825195312},{"word":"hope ","start":146.99320825195312,"end":147.2041174316406},{"word":"that ","start":147.2041174316406,"end":147.35229931640626},{"word":"you ","start":147.35229931640626,"end":147.53139013671876},{"word":"enjoy ","start":147.53139013671876,"end":147.90048095703125},{"word":"the ","start":147.90048095703125,"end":148.0068447265625},{"word":"membership ","start":148.0068447265625,"end":148.43957202148437},{"word":"benefits.","start":148.43957202148437,"end":149.20957202148438},{"word":" Note ","start":149.25969311523437,"end":149.82969311523436},{"word":"that ","start":149.82969311523436,"end":150.19969311523437},{"word":"having ","start":150.19969311523437,"end":150.47423852539063},{"word":"a ","start":150.47423852539063,"end":150.547875},{"word":"designation ","start":150.547875,"end":151.27605688476564},{"word":"can ","start":151.27605688476564,"end":151.497875},{"word":"allow ","start":151.497875,"end":151.877875},{"word":"you ","start":151.877875,"end":152.0569658203125},{"word":"to ","start":152.0569658203125,"end":152.20514770507813},{"word":"earn ","start":152.20514770507813,"end":152.51060229492188},{"word":"a ","start":152.51060229492188,"end":152.647875},{"word":"higher ","start":152.647875,"end":152.99605688476564},{"word":"salary ","start":152.99605688476564,"end":153.54514770507814},{"word":"and ","start":153.54514770507814,"end":153.75605688476563},{"word":"advance ","start":153.75605688476563,"end":154.1469658203125},{"word":"your ","start":154.1469658203125,"end":154.31605688476563},{"word":"career ","start":154.31605688476563,"end":154.7269658203125},{"word":"in ","start":154.7269658203125,"end":154.85423852539063},{"word":"an ","start":154.85423852539063,"end":155.02242041015626},{"word":"easier ","start":155.02242041015626,"end":155.45514770507813},{"word":"manner. 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","words":[{"word":"Does ","start":161.26,"end":161.58},{"word":"the ","start":161.58,"end":161.82},{"word":"renewing ","start":161.82,"end":162.54},{"word":"actually ","start":162.54,"end":163.42},{"word":"automatically ","start":163.42,"end":164.54001},{"word":"ring ","start":164.7,"end":165.1},{"word":"my ","start":165.45,"end":165.93},{"word":"designation? ","start":165.93,"end":166.32999}]},{"role":"agent","content":"Thank you for your question. Since I want to make sure you get the correct information, I’ll forward this to the right person or team for follow-up, either by phone or email. OK?\nIn the meantime, is there anything else you’d like to share about your membership experience?","words":[{"word":"Thank ","start":167.89763647460939,"end":168.11945458984374},{"word":"you ","start":168.11945458984374,"end":168.23581811523437},{"word":"for ","start":168.23581811523437,"end":168.3830908203125},{"word":"your ","start":168.3830908203125,"end":168.52036352539062},{"word":"question. 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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 - 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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\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T08:42:30-05:00","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 52 → 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 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 13:09:14 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_72b9a8c5ac0dc43778d8d8fc668","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":35,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T13:03:35-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_72b9a8c5ac0dc43778d8d8fc668","X-RetellAI-SipTraceId":"call_72b9a8c5ac0dc43778d8d8fc668","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776272663740,"end_timestamp":1776272942849,"duration_ms":279109,"transcript":"User: Hello? \nAgent: Hello, may I please speak with Gil?\nUser: Speaking. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Yeah. Go ahead. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. And \n6. Advancing your payroll career. \nWhich one best describes your situation?\nUser: Stay in current. \nAgent: Thank you. \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 three. \nAgent: Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: Forty six two sixty. \nAgent: Thank you.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: Uh, no. \nAgent: Thank you for letting me know. Could you tell me the main reason you decided not to renew your membership?Is it because: \n1. You are no longer working in payroll. \n2. You didn’t use the membership enough, or payroll wasn’t complex for you. \n3. You’re temporarily out of a payroll job. \n4. You felt the benefits were useful, but the fee wasn’t worth it. \nIf you have another reason, you can tell me what it is. Which of these best describes your situation?\nUser: Uh, a colleague of mine, actually, became a member of MPI. And I can enjoy the benefits of MPI membership through his membership. \nAgent: I understand. Please note that membership is individual, and in order to maintain your designation, you need to stay a member as an individual or use an Organization membership through your employer. With that in mind, would you consider renewing your Professional membership?\nUser: So you mean, in order to maintain my designation, I need to be a member? \nAgent: Yes, that’s correct. To maintain your designation, you must have an active Professional membership with the National Payroll Institute, or be covered under your employer’s Organization membership. This is required to keep your designation valid. \n\nWith this in mind, would you consider renewing your Professional membership?\nUser: So another quest question. Is my is my designation with now? And if yes, what do I need to do to get it back? \nAgent: Thank you for your question. Yes, your designation was withdrawn on January 1st, 2025, so it has been 1 year and 3 months since your withdrawal date.\nYou are in the 3 years period since your withdrawal date and this means that you can take the PCP Reinstatement Exam that includes three components: Payroll Compliance Legislation (PCL), Payroll Fundamentals 1 (PF1), and Payroll Fundamentals 2 (PF2). You need to achieve a minimum grade of 65% for each component. Register to complete the exam and access the preparation materials, including practice quizzes and online books. The registration fee is $250 plus applicable taxes. You have 3 months to complete your exam. Once you successfully complete the exam, you can join the Professional membership and regain your designation.\n\nWould it be OK if I send you an email with the detailed procedure and a link to the PCP Reinstatement Exam registration form?\nUser: Yeah. Sure. Send it. \nAgent: Thank you. Just to confirm, is your email address still g at direct objective dot C A?\nUser: Yes. That's the correct email. \nAgent: I sent you an email with the detailed procedure and a link to the PCP Reinstatement Exam registration form. Once you receive the email, please complete the form and submit it.\n\nThank you for speaking with me today. Have a good day and goodbye.\nUser: Thank you. Bye. \n","transcript_object":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":0.82099995,"end":1.141}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.403363525390625,"end":1.75154541015625},{"word":"may ","start":1.75154541015625,"end":1.909727294921875},{"word":"I ","start":1.909727294921875,"end":1.983363525390625},{"word":"please ","start":1.983363525390625,"end":2.194272705078125},{"word":"speak ","start":2.194272705078125,"end":2.395181884765625},{"word":"with ","start":2.395181884765625,"end":2.553363525390625},{"word":"Gil?","start":2.553363525390625,"end":3.0179091796875}],"metadata":{"response_id":0}},{"role":"user","content":"Speaking. ","words":[{"word":"Speaking. ","start":4.101,"end":4.661}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":6.810363525390625,"end":7.2849091796875},{"word":"My ","start":7.3035341796875,"end":7.418988525390625},{"word":"name ","start":7.418988525390625,"end":7.556261474609375},{"word":"is ","start":7.556261474609375,"end":7.672625},{"word":"Ellen, ","start":7.672625,"end":8.0417158203125},{"word":"and ","start":8.0417158203125,"end":8.2317158203125},{"word":"I’m ","start":8.2317158203125,"end":8.4117158203125},{"word":"calling ","start":8.4117158203125,"end":8.675352294921876},{"word":"on ","start":8.675352294921876,"end":8.759897705078124},{"word":"behalf ","start":8.759897705078124,"end":9.0235341796875},{"word":"of ","start":9.0235341796875,"end":9.128988525390625},{"word":"the ","start":9.128988525390625,"end":9.224443115234376},{"word":"National ","start":9.224443115234376,"end":9.529897705078126},{"word":"Payroll ","start":9.529897705078126,"end":9.86807958984375},{"word":"Institute, ","start":9.86807958984375,"end":10.385352294921875},{"word":"NPI. 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?","words":[{"word":"Thank ","start":82.89463647460937,"end":83.1900908203125},{"word":"you.","start":83.1900908203125,"end":83.54827270507812},{"word":"\n\nWe’d ","start":83.57674243164062,"end":83.79765161132812},{"word":"love ","start":83.79765161132812,"end":83.96674243164063},{"word":"to ","start":83.96674243164063,"end":84.05128784179688},{"word":"see ","start":84.05128784179688,"end":84.22037890625},{"word":"you ","start":84.22037890625,"end":84.32583325195313},{"word":"gain ","start":84.32583325195313,"end":84.54765161132812},{"word":"your ","start":84.54765161132812,"end":84.68492431640625},{"word":"designation ","start":84.68492431640625,"end":85.23310595703126},{"word":"back ","start":85.23310595703126,"end":85.46583325195313},{"word":"and ","start":85.46583325195313,"end":85.57128784179687},{"word":"continue ","start":85.57128784179687,"end":85.97219702148438},{"word":"benefiting ","start":85.97219702148438,"end":86.43674243164062},{"word":"from ","start":86.43674243164062,"end":86.60583325195313},{"word":"our ","start":86.60583325195313,"end":86.74310595703125},{"word":"services.","start":86.74310595703125,"end":87.53401513671875},{"word":" As ","start":87.57452661132812,"end":87.82725390625},{"word":"a ","start":87.82725390625,"end":87.91179931640625},{"word":"member, ","start":87.91179931640625,"end":88.28179931640625},{"word":"you ","start":88.28179931640625,"end":88.43998095703125},{"word":"get ","start":88.43998095703125,"end":88.7563447265625},{"word":"unlimited ","start":88.7563447265625,"end":89.36907202148437},{"word":"help ","start":89.36907202148437,"end":89.63270825195312},{"word":"with ","start":89.63270825195312,"end":89.85452661132813},{"word":"complex ","start":89.85452661132813,"end":90.29725390625},{"word":"payroll ","start":90.29725390625,"end":90.645435546875},{"word":"issues, ","start":90.645435546875,"end":91.47998095703124},{"word":"constant ","start":91.47998095703124,"end":91.9963447265625},{"word":"updates ","start":91.9963447265625,"end":92.43998095703125},{"word":"on ","start":92.43998095703125,"end":92.5563447265625},{"word":"changes ","start":92.5563447265625,"end":92.88361743164063},{"word":"in ","start":92.88361743164063,"end":92.99907202148438},{"word":"payroll, ","start":92.99907202148438,"end":93.64361743164062},{"word":"preferred ","start":93.64361743164062,"end":94.04452661132812},{"word":"member ","start":94.04452661132812,"end":94.29725390625},{"word":"rates ","start":94.29725390625,"end":94.56179931640625},{"word":"for ","start":94.56179931640625,"end":94.71998095703125},{"word":"professional ","start":94.71998095703125,"end":95.23725390625},{"word":"development ","start":95.23725390625,"end":95.71179931640626},{"word":"seminars, ","start":95.71179931640626,"end":96.725435546875},{"word":"networking ","start":96.725435546875,"end":97.27361743164063},{"word":"with ","start":97.27361743164063,"end":97.485435546875},{"word":"other ","start":97.485435546875,"end":97.71725390625},{"word":"payroll ","start":97.71725390625,"end":97.97089013671875},{"word":"professionals ","start":97.97089013671875,"end":98.04452661132812},{"word":"locally ","start":98.04452661132812,"end":98.60452661132813},{"word":"and ","start":98.60452661132813,"end":99.005435546875},{"word":"across ","start":99.005435546875,"end":99.13179931640624},{"word":"Canada, ","start":99.13179931640624,"end":99.45907202148437},{"word":"support ","start":99.45907202148437,"end":100.02907202148438},{"word":"with ","start":100.02907202148438,"end":100.42998095703125},{"word":"recruiting ","start":100.42998095703125,"end":100.63089013671875},{"word":"payroll ","start":100.63089013671875,"end":101.095435546875},{"word":"professionals, ","start":101.095435546875,"end":101.44361743164062},{"word":"and ","start":101.44361743164062,"end":102.42452661132812},{"word":"discounts ","start":102.42452661132812,"end":102.625435546875},{"word":"in ","start":102.625435546875,"end":103.06907202148437},{"word":"many ","start":103.06907202148437,"end":103.17452661132812},{"word":"retail ","start":103.17452661132812,"end":103.41725390625},{"word":"stores ","start":103.41725390625,"end":103.765435546875},{"word":"and ","start":103.765435546875,"end":104.07179931640626},{"word":"services ","start":104.07179931640626,"end":104.19816284179687},{"word":"using ","start":104.19816284179687,"end":104.715435546875},{"word":"MembersPerks. 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With that in mind, would you consider renewing your Professional membership?","words":[{"word":"I ","start":149.8011818847656,"end":149.90663647460937},{"word":"understand.","start":149.90663647460937,"end":150.5720908203125},{"word":" Please ","start":150.5849091796875,"end":150.85854541015624},{"word":"note ","start":150.85854541015624,"end":151.03854541015625},{"word":"that ","start":151.03854541015625,"end":151.19672729492189},{"word":"membership ","start":151.19672729492189,"end":151.60854541015624},{"word":"is ","start":151.60854541015624,"end":151.75581811523438},{"word":"individual, ","start":151.75581811523438,"end":152.40036352539062},{"word":"and ","start":152.40036352539062,"end":152.61127270507814},{"word":"in ","start":152.61127270507814,"end":152.71672729492187},{"word":"order ","start":152.71672729492187,"end":153.00127270507812},{"word":"to ","start":153.00127270507812,"end":153.12854541015625},{"word":"maintain ","start":153.12854541015625,"end":153.49763647460938},{"word":"your ","start":153.49763647460938,"end":153.6349091796875},{"word":"designation, ","start":153.6349091796875,"end":154.63763647460937},{"word":"you ","start":154.63763647460937,"end":154.7849091796875},{"word":"need ","start":154.7849091796875,"end":154.9749091796875},{"word":"to ","start":154.9749091796875,"end":155.07036352539063},{"word":"stay ","start":155.07036352539063,"end":155.334},{"word":"a ","start":155.334,"end":155.43945458984376},{"word":"member ","start":155.43945458984376,"end":155.86218188476562},{"word":"as ","start":155.86218188476562,"end":156.1149091796875},{"word":"an ","start":156.1149091796875,"end":156.22036352539064},{"word":"individual ","start":156.22036352539064,"end":156.90672729492186},{"word":"or ","start":156.90672729492186,"end":157.234},{"word":"use ","start":157.234,"end":157.424},{"word":"an ","start":157.424,"end":157.52945458984374},{"word":"Organization ","start":157.52945458984374,"end":158.1730908203125},{"word":"membership ","start":158.1730908203125,"end":158.63763647460937},{"word":"through ","start":158.63763647460937,"end":158.88036352539064},{"word":"your ","start":158.88036352539064,"end":159.01763647460936},{"word":"employer. 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","words":[{"word":"So ","start":164.69099999999997,"end":165.011},{"word":"you ","start":165.011,"end":165.41099999999997},{"word":"mean, ","start":165.41099999999997,"end":165.731},{"word":"in ","start":165.731,"end":165.891},{"word":"order ","start":165.891,"end":166.051},{"word":"to ","start":166.051,"end":166.45101},{"word":"maintain ","start":166.45101,"end":167.011},{"word":"my ","start":167.011,"end":167.49099999999999},{"word":"designation, ","start":167.49099999999999,"end":168.451},{"word":"I ","start":168.451,"end":168.611},{"word":"need ","start":168.611,"end":168.771},{"word":"to ","start":168.891,"end":169.131},{"word":"be ","start":169.131,"end":169.69099999999997},{"word":"a ","start":169.69099999999997,"end":170.41099999999997},{"word":"member? ","start":170.41099999999997,"end":170.73099}]},{"role":"agent","content":"Yes, that’s correct. To maintain your designation, you must have an active Professional membership with the National Payroll Institute, or be covered under your employer’s Organization membership. This is required to keep your designation valid. \n\nWith this in mind, would you consider renewing your Professional membership?","words":[{"word":"Yes, ","start":172.61627270507813,"end":172.8699091796875},{"word":"that’s ","start":172.8699091796875,"end":173.0599091796875},{"word":"correct.","start":173.0599091796875,"end":173.619},{"word":" To ","start":173.6490341796875,"end":173.8290341796875},{"word":"maintain ","start":173.8290341796875,"end":174.2090341796875},{"word":"your ","start":174.2090341796875,"end":174.388125},{"word":"designation, ","start":174.388125,"end":174.968125},{"word":"you ","start":174.968125,"end":175.0953977050781},{"word":"must ","start":175.0953977050781,"end":175.29539770507813},{"word":"have ","start":175.29539770507813,"end":175.5072158203125},{"word":"an ","start":175.5072158203125,"end":175.65448852539063},{"word":"active ","start":175.65448852539063,"end":176.098125},{"word":"Professional ","start":176.098125,"end":176.61539770507812},{"word":"membership ","start":176.61539770507812,"end":177.15357958984376},{"word":"with ","start":177.15357958984376,"end":177.3644885253906},{"word":"the ","start":177.3644885253906,"end":177.4590341796875},{"word":"National ","start":177.4590341796875,"end":177.818125},{"word":"Payroll ","start":177.818125,"end":178.24085229492186},{"word":"Institute, ","start":178.24085229492186,"end":179.0953977050781},{"word":"or ","start":179.0953977050781,"end":179.36994311523438},{"word":"be ","start":179.36994311523438,"end":179.528125},{"word":"covered ","start":179.528125,"end":179.93994311523437},{"word":"under ","start":179.93994311523437,"end":180.18267041015625},{"word":"your ","start":180.18267041015625,"end":180.32994311523439},{"word":"employer’s ","start":180.32994311523439,"end":180.8790341796875},{"word":"Organization ","start":180.8790341796875,"end":181.55448852539064},{"word":"membership.","start":181.55448852539064,"end":182.198125},{"word":" This ","start":182.24523486328124,"end":182.41432568359374},{"word":"is ","start":182.41432568359374,"end":182.530689453125},{"word":"required ","start":182.530689453125,"end":182.98432568359374},{"word":"to ","start":182.98432568359374,"end":183.0897802734375},{"word":"keep ","start":183.0897802734375,"end":183.290689453125},{"word":"your ","start":183.290689453125,"end":183.43796215820313},{"word":"designation ","start":183.43796215820313,"end":184.09250756835937},{"word":"valid. 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Yes, your designation was withdrawn on January 1st, 2025, so it has been 1 year and 3 months since your withdrawal date.\nYou are in the 3 years period since your withdrawal date and this means that you can take the PCP Reinstatement Exam that includes three components: Payroll Compliance Legislation (PCL), Payroll Fundamentals 1 (PF1), and Payroll Fundamentals 2 (PF2). You need to achieve a minimum grade of 65% for each component. Register to complete the exam and access the preparation materials, including practice quizzes and online books. The registration fee is $250 plus applicable taxes. You have 3 months to complete your exam. Once you successfully complete the exam, you can join the Professional membership and regain your designation.\n\nWould it be OK if I send you an email with the detailed procedure and a link to the PCP Reinstatement Exam registration form?","words":[{"word":"Thank ","start":200.55663647460938,"end":200.78936352539063},{"word":"you ","start":200.78936352539063,"end":200.91572729492188},{"word":"for ","start":200.91572729492188,"end":201.0420908203125},{"word":"your ","start":201.0420908203125,"end":201.1793635253906},{"word":"question. 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Just to confirm, is your email address still g at direct objective dot C A?","words":[{"word":"Thank ","start":252.66063647460936,"end":252.9460908203125},{"word":"you.","start":252.9460908203125,"end":253.30427270507812},{"word":" Just ","start":253.3242424316406,"end":253.50333325195314},{"word":"to ","start":253.50333325195314,"end":253.5769697265625},{"word":"confirm, ","start":253.5769697265625,"end":253.96787890625},{"word":"is ","start":253.96787890625,"end":254.08424243164063},{"word":"your ","start":254.08424243164063,"end":254.24242431640624},{"word":"email ","start":254.24242431640624,"end":254.5169697265625},{"word":"address ","start":254.5169697265625,"end":254.80151513671876},{"word":"still ","start":254.80151513671876,"end":255.0551516113281},{"word":"g ","start":255.0551516113281,"end":255.31878784179688},{"word":"at ","start":255.31878784179688,"end":255.4769697265625},{"word":"direct ","start":255.4769697265625,"end":255.76242431640625},{"word":"objective ","start":255.76242431640625,"end":256.19515161132813},{"word":"dot ","start":256.19515161132813,"end":256.416060546875},{"word":"C ","start":256.416060546875,"end":256.6806059570313},{"word":"A?","start":256.6806059570313,"end":257.07060595703126}],"metadata":{"response_id":16}},{"role":"user","content":"Yes. That's the correct email. ","words":[{"word":"Yes. ","start":258.781,"end":259.261},{"word":"That's ","start":259.261,"end":259.50098},{"word":"the ","start":259.50098,"end":259.66098},{"word":"correct ","start":259.66098,"end":259.901},{"word":"email. ","start":259.901,"end":260.301}]},{"role":"agent","content":"I sent you an email with the detailed procedure and a link to the PCP Reinstatement Exam registration form. Once you receive the email, please complete the form and submit it.\n\nThank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"I ","start":264.0753635253906,"end":264.2126364746094},{"word":"sent ","start":264.2126364746094,"end":264.41263647460937},{"word":"you ","start":264.41263647460937,"end":264.5180908203125},{"word":"an ","start":264.5180908203125,"end":264.63445458984376},{"word":"email ","start":264.63445458984376,"end":264.9299091796875},{"word":"with ","start":264.9299091796875,"end":265.0671818847656},{"word":"the ","start":265.0671818847656,"end":265.16263647460937},{"word":"detailed ","start":265.16263647460937,"end":265.5317272949219},{"word":"procedure ","start":265.5317272949219,"end":266.1862727050781},{"word":"and ","start":266.1862727050781,"end":266.7562727050781},{"word":"a ","start":266.7562727050781,"end":266.84081811523436},{"word":"link ","start":266.84081811523436,"end":267.0408181152344},{"word":"to ","start":267.0408181152344,"end":267.1780908203125},{"word":"the ","start":267.1780908203125,"end":267.3362727050781},{"word":"PCP ","start":267.3362727050781,"end":267.959},{"word":"Reinstatement ","start":267.959,"end":268.529},{"word":"Exam ","start":268.529,"end":268.8771818847656},{"word":"registration ","start":268.8771818847656,"end":269.4680908203125},{"word":"form.","start":269.4680908203125,"end":269.9117272949219},{"word":" Once ","start":269.9316591796875,"end":270.1525681152344},{"word":"you ","start":270.1525681152344,"end":270.30075},{"word":"receive ","start":270.30075,"end":270.59620458984375},{"word":"the ","start":270.59620458984375,"end":270.7016591796875},{"word":"email, ","start":270.7016591796875,"end":271.10256811523436},{"word":"please ","start":271.10256811523436,"end":271.38802270507813},{"word":"complete ","start":271.38802270507813,"end":271.7152954101563},{"word":"the ","start":271.7152954101563,"end":271.82075},{"word":"form ","start":271.82075,"end":272.1480227050781},{"word":"and ","start":272.1480227050781,"end":272.3162045898438},{"word":"submit ","start":272.3162045898438,"end":272.6334772949219},{"word":"it.\n","start":272.6334772949219,"end":272.9180227050781},{"word":"\nThank ","start":272.9180227050781,"end":273.15075},{"word":"you ","start":273.15075,"end":273.27711352539063},{"word":"for ","start":273.27711352539063,"end":273.40347729492186},{"word":"speaking ","start":273.40347729492186,"end":273.72075},{"word":"with ","start":273.72075,"end":273.8471135253906},{"word":"me ","start":273.8471135253906,"end":273.96347729492186},{"word":"today. 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?","words":[{"word":"Thank ","start":82.89463647460937,"end":83.1900908203125},{"word":"you.","start":83.1900908203125,"end":83.54827270507812},{"word":"\n\nWe’d ","start":83.57674243164062,"end":83.79765161132812},{"word":"love ","start":83.79765161132812,"end":83.96674243164063},{"word":"to ","start":83.96674243164063,"end":84.05128784179688},{"word":"see ","start":84.05128784179688,"end":84.22037890625},{"word":"you ","start":84.22037890625,"end":84.32583325195313},{"word":"gain ","start":84.32583325195313,"end":84.54765161132812},{"word":"your ","start":84.54765161132812,"end":84.68492431640625},{"word":"designation ","start":84.68492431640625,"end":85.23310595703126},{"word":"back ","start":85.23310595703126,"end":85.46583325195313},{"word":"and ","start":85.46583325195313,"end":85.57128784179687},{"word":"continue ","start":85.57128784179687,"end":85.97219702148438},{"word":"benefiting ","start":85.97219702148438,"end":86.43674243164062},{"word":"from ","start":86.43674243164062,"end":86.60583325195313},{"word":"our ","start":86.60583325195313,"end":86.74310595703125},{"word":"services.","start":86.74310595703125,"end":87.53401513671875},{"word":" As ","start":87.57452661132812,"end":87.82725390625},{"word":"a ","start":87.82725390625,"end":87.91179931640625},{"word":"member, ","start":87.91179931640625,"end":88.28179931640625},{"word":"you ","start":88.28179931640625,"end":88.43998095703125},{"word":"get ","start":88.43998095703125,"end":88.7563447265625},{"word":"unlimited ","start":88.7563447265625,"end":89.36907202148437},{"word":"help ","start":89.36907202148437,"end":89.63270825195312},{"word":"with ","start":89.63270825195312,"end":89.85452661132813},{"word":"complex ","start":89.85452661132813,"end":90.29725390625},{"word":"payroll ","start":90.29725390625,"end":90.645435546875},{"word":"issues, ","start":90.645435546875,"end":91.47998095703124},{"word":"constant ","start":91.47998095703124,"end":91.9963447265625},{"word":"updates ","start":91.9963447265625,"end":92.43998095703125},{"word":"on ","start":92.43998095703125,"end":92.5563447265625},{"word":"changes ","start":92.5563447265625,"end":92.88361743164063},{"word":"in ","start":92.88361743164063,"end":92.99907202148438},{"word":"payroll, ","start":92.99907202148438,"end":93.64361743164062},{"word":"preferred ","start":93.64361743164062,"end":94.04452661132812},{"word":"member ","start":94.04452661132812,"end":94.29725390625},{"word":"rates ","start":94.29725390625,"end":94.56179931640625},{"word":"for ","start":94.56179931640625,"end":94.71998095703125},{"word":"professional ","start":94.71998095703125,"end":95.23725390625},{"word":"development ","start":95.23725390625,"end":95.71179931640626},{"word":"seminars, ","start":95.71179931640626,"end":96.725435546875},{"word":"networking ","start":96.725435546875,"end":97.27361743164063},{"word":"with ","start":97.27361743164063,"end":97.485435546875},{"word":"other ","start":97.485435546875,"end":97.71725390625},{"word":"payroll ","start":97.71725390625,"end":97.97089013671875},{"word":"professionals ","start":97.97089013671875,"end":98.04452661132812},{"word":"locally ","start":98.04452661132812,"end":98.60452661132813},{"word":"and ","start":98.60452661132813,"end":99.005435546875},{"word":"across ","start":99.005435546875,"end":99.13179931640624},{"word":"Canada, ","start":99.13179931640624,"end":99.45907202148437},{"word":"support ","start":99.45907202148437,"end":100.02907202148438},{"word":"with ","start":100.02907202148438,"end":100.42998095703125},{"word":"recruiting ","start":100.42998095703125,"end":100.63089013671875},{"word":"payroll ","start":100.63089013671875,"end":101.095435546875},{"word":"professionals, ","start":101.095435546875,"end":101.44361743164062},{"word":"and ","start":101.44361743164062,"end":102.42452661132812},{"word":"discounts ","start":102.42452661132812,"end":102.625435546875},{"word":"in ","start":102.625435546875,"end":103.06907202148437},{"word":"many ","start":103.06907202148437,"end":103.17452661132812},{"word":"retail ","start":103.17452661132812,"end":103.41725390625},{"word":"stores ","start":103.41725390625,"end":103.765435546875},{"word":"and ","start":103.765435546875,"end":104.07179931640626},{"word":"services ","start":104.07179931640626,"end":104.19816284179687},{"word":"using ","start":104.19816284179687,"end":104.715435546875},{"word":"MembersPerks. 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","words":[{"word":"Uh, ","start":136.25099999999998,"end":136.731},{"word":"a ","start":136.731,"end":137.21099999999998},{"word":"colleague ","start":137.21099999999998,"end":137.611},{"word":"of ","start":137.611,"end":137.93099999999998},{"word":"mine, ","start":137.93099999999998,"end":138.331},{"word":"actually, ","start":138.331,"end":138.731},{"word":"became ","start":139.021,"end":139.34099999999998},{"word":"a ","start":139.34099999999998,"end":139.50099999999998},{"word":"member ","start":139.50099999999998,"end":140.22100999999998},{"word":"of ","start":140.381,"end":140.701},{"word":"MPI. 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With that in mind, would you consider renewing your Professional membership?","words":[{"word":"I ","start":149.8011818847656,"end":149.90663647460937},{"word":"understand.","start":149.90663647460937,"end":150.5720908203125},{"word":" Please ","start":150.5849091796875,"end":150.85854541015624},{"word":"note ","start":150.85854541015624,"end":151.03854541015625},{"word":"that ","start":151.03854541015625,"end":151.19672729492189},{"word":"membership ","start":151.19672729492189,"end":151.60854541015624},{"word":"is ","start":151.60854541015624,"end":151.75581811523438},{"word":"individual, ","start":151.75581811523438,"end":152.40036352539062},{"word":"and ","start":152.40036352539062,"end":152.61127270507814},{"word":"in ","start":152.61127270507814,"end":152.71672729492187},{"word":"order ","start":152.71672729492187,"end":153.00127270507812},{"word":"to ","start":153.00127270507812,"end":153.12854541015625},{"word":"maintain ","start":153.12854541015625,"end":153.49763647460938},{"word":"your ","start":153.49763647460938,"end":153.6349091796875},{"word":"designation, ","start":153.6349091796875,"end":154.63763647460937},{"word":"you ","start":154.63763647460937,"end":154.7849091796875},{"word":"need ","start":154.7849091796875,"end":154.9749091796875},{"word":"to ","start":154.9749091796875,"end":155.07036352539063},{"word":"stay ","start":155.07036352539063,"end":155.334},{"word":"a ","start":155.334,"end":155.43945458984376},{"word":"member ","start":155.43945458984376,"end":155.86218188476562},{"word":"as ","start":155.86218188476562,"end":156.1149091796875},{"word":"an ","start":156.1149091796875,"end":156.22036352539064},{"word":"individual ","start":156.22036352539064,"end":156.90672729492186},{"word":"or ","start":156.90672729492186,"end":157.234},{"word":"use ","start":157.234,"end":157.424},{"word":"an ","start":157.424,"end":157.52945458984374},{"word":"Organization ","start":157.52945458984374,"end":158.1730908203125},{"word":"membership ","start":158.1730908203125,"end":158.63763647460937},{"word":"through ","start":158.63763647460937,"end":158.88036352539064},{"word":"your ","start":158.88036352539064,"end":159.01763647460936},{"word":"employer. 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","words":[{"word":"So ","start":164.69099999999997,"end":165.011},{"word":"you ","start":165.011,"end":165.41099999999997},{"word":"mean, ","start":165.41099999999997,"end":165.731},{"word":"in ","start":165.731,"end":165.891},{"word":"order ","start":165.891,"end":166.051},{"word":"to ","start":166.051,"end":166.45101},{"word":"maintain ","start":166.45101,"end":167.011},{"word":"my ","start":167.011,"end":167.49099999999999},{"word":"designation, ","start":167.49099999999999,"end":168.451},{"word":"I ","start":168.451,"end":168.611},{"word":"need ","start":168.611,"end":168.771},{"word":"to ","start":168.891,"end":169.131},{"word":"be ","start":169.131,"end":169.69099999999997},{"word":"a ","start":169.69099999999997,"end":170.41099999999997},{"word":"member? ","start":170.41099999999997,"end":170.73099}]},{"role":"agent","content":"Yes, that’s correct. To maintain your designation, you must have an active Professional membership with the National Payroll Institute, or be covered under your employer’s Organization membership. This is required to keep your designation valid. \n\nWith this in mind, would you consider renewing your Professional membership?","words":[{"word":"Yes, ","start":172.61627270507813,"end":172.8699091796875},{"word":"that’s ","start":172.8699091796875,"end":173.0599091796875},{"word":"correct.","start":173.0599091796875,"end":173.619},{"word":" To ","start":173.6490341796875,"end":173.8290341796875},{"word":"maintain ","start":173.8290341796875,"end":174.2090341796875},{"word":"your ","start":174.2090341796875,"end":174.388125},{"word":"designation, ","start":174.388125,"end":174.968125},{"word":"you ","start":174.968125,"end":175.0953977050781},{"word":"must ","start":175.0953977050781,"end":175.29539770507813},{"word":"have ","start":175.29539770507813,"end":175.5072158203125},{"word":"an ","start":175.5072158203125,"end":175.65448852539063},{"word":"active ","start":175.65448852539063,"end":176.098125},{"word":"Professional ","start":176.098125,"end":176.61539770507812},{"word":"membership ","start":176.61539770507812,"end":177.15357958984376},{"word":"with ","start":177.15357958984376,"end":177.3644885253906},{"word":"the ","start":177.3644885253906,"end":177.4590341796875},{"word":"National ","start":177.4590341796875,"end":177.818125},{"word":"Payroll ","start":177.818125,"end":178.24085229492186},{"word":"Institute, ","start":178.24085229492186,"end":179.0953977050781},{"word":"or ","start":179.0953977050781,"end":179.36994311523438},{"word":"be ","start":179.36994311523438,"end":179.528125},{"word":"covered ","start":179.528125,"end":179.93994311523437},{"word":"under ","start":179.93994311523437,"end":180.18267041015625},{"word":"your ","start":180.18267041015625,"end":180.32994311523439},{"word":"employer’s ","start":180.32994311523439,"end":180.8790341796875},{"word":"Organization ","start":180.8790341796875,"end":181.55448852539064},{"word":"membership.","start":181.55448852539064,"end":182.198125},{"word":" This ","start":182.24523486328124,"end":182.41432568359374},{"word":"is ","start":182.41432568359374,"end":182.530689453125},{"word":"required ","start":182.530689453125,"end":182.98432568359374},{"word":"to ","start":182.98432568359374,"end":183.0897802734375},{"word":"keep ","start":183.0897802734375,"end":183.290689453125},{"word":"your ","start":183.290689453125,"end":183.43796215820313},{"word":"designation ","start":183.43796215820313,"end":184.09250756835937},{"word":"valid. 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Yes, your designation was withdrawn on January 1st, 2025, so it has been 1 year and 3 months since your withdrawal date.\nYou are in the 3 years period since your withdrawal date and this means that you can take the PCP Reinstatement Exam that includes three components: Payroll Compliance Legislation (PCL), Payroll Fundamentals 1 (PF1), and Payroll Fundamentals 2 (PF2). You need to achieve a minimum grade of 65% for each component. Register to complete the exam and access the preparation materials, including practice quizzes and online books. The registration fee is $250 plus applicable taxes. You have 3 months to complete your exam. Once you successfully complete the exam, you can join the Professional membership and regain your designation.\n\nWould it be OK if I send you an email with the detailed procedure and a link to the PCP Reinstatement Exam registration form?","words":[{"word":"Thank ","start":200.55663647460938,"end":200.78936352539063},{"word":"you ","start":200.78936352539063,"end":200.91572729492188},{"word":"for ","start":200.91572729492188,"end":201.0420908203125},{"word":"your ","start":201.0420908203125,"end":201.1793635253906},{"word":"question. 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Just to confirm, is your email address still g at direct objective dot C A?","words":[{"word":"Thank ","start":252.66063647460936,"end":252.9460908203125},{"word":"you.","start":252.9460908203125,"end":253.30427270507812},{"word":" Just ","start":253.3242424316406,"end":253.50333325195314},{"word":"to ","start":253.50333325195314,"end":253.5769697265625},{"word":"confirm, ","start":253.5769697265625,"end":253.96787890625},{"word":"is ","start":253.96787890625,"end":254.08424243164063},{"word":"your ","start":254.08424243164063,"end":254.24242431640624},{"word":"email ","start":254.24242431640624,"end":254.5169697265625},{"word":"address ","start":254.5169697265625,"end":254.80151513671876},{"word":"still ","start":254.80151513671876,"end":255.0551516113281},{"word":"g ","start":255.0551516113281,"end":255.31878784179688},{"word":"at ","start":255.31878784179688,"end":255.4769697265625},{"word":"direct ","start":255.4769697265625,"end":255.76242431640625},{"word":"objective ","start":255.76242431640625,"end":256.19515161132813},{"word":"dot ","start":256.19515161132813,"end":256.416060546875},{"word":"C ","start":256.416060546875,"end":256.6806059570313},{"word":"A?","start":256.6806059570313,"end":257.07060595703126}],"metadata":{"response_id":16}},{"role":"user","content":"Yes. 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Official Opening Gate Accuracy is 100% as the opening was after confirming the contact's identity and not to a gatekeeper. Survey Order Integrity Score is 100% since questions were asked in the correct order without violations. Skip Logic Accuracy is 100% because the renewal email was sent after survey completion and no incorrect branching occurred. Verbatim Survey Compliance is 95% due to close adherence to script wording including mandatory phrases. Mandatory Phrase Detection is Yes because all required phrases were present in the call.","IVR_detector":"No","call_sequence":"5 questions asked","Concern-Question":"","called_by":"","Withdrawal date":"2025-01-01"}},"data_storage_setting":"everything","llm_token_usage":{"values":[9018,9021,10049,10136,10112,10146,10360,10203,10152,10533,10467,10637,10920,10764,11106,11108,11111,11139,11144,12154,12214,11032,11032],"average":10632.95652173913,"num_requests":23},"tool_calls":[{"tool_call_id":"e6d6fc4c0c7c5fa7","name":"send_application_form","type":"custom","start_time_sec":261.521,"latency_ms":1130.9999999999718,"success":true}],"from_number":"+14375242727","to_number":"+15144313257","direction":"outbound"},"event_timestamp":1776272954900} ---------------------------------------- EVENT: call_analyzed CONTACT ID: 31090 CALL ID: call_72b9a8c5ac0dc43778d8d8fc668 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":"168660997","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"274","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T12:09:01-05:00","udate":"2026-04-15T12:09:15-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 12:09:15","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 12:09:15","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 08:37:17","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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 contacted Gil regarding his lapsed Professional membership with the National Payroll Institute. Gil expressed that he does not want to renew because he benefits from a colleague's MPI membership. The agent explained the requirements to maintain his designation and offered to send an email with the reinstatement exam details, which Gil accepted.","cdate":"2026-01-21T16:07:22-06:00","udate":"2026-04-15T12:09:15-05:00","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":"168660997","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"274","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T12:09:01-05:00","udate":"2026-04-15T12:09:15-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 12:09:15","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 12:09:15","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 08:37:17","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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":"Membership Renewal Discussion and Reinstatement Exam Email Sent","cdate":"2026-01-21T16:07:23-06:00","udate":"2026-04-15T12:09:15-05:00","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 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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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T12:09:16-05:00","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 52 → HTTP 200 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 13:16:05 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_371604be28310f1e88c9474209e","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":35,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T13:11:39-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_371604be28310f1e88c9474209e","X-RetellAI-SipTraceId":"call_371604be28310f1e88c9474209e","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776273136775,"end_timestamp":1776273357683,"duration_ms":220908,"transcript":"User: Hello? \nAgent: Hello, may I please speak with Gil?\nAgent: Hello, am I speaking with Gil?\nUser: Speaking. Yeah. Speaking. \nAgent: Thank you. \n\nHi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Yeah. Go ahead. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: Hey, Karen. \nAgent: Just to clarify, my name is Ellen, calling on behalf of the National Payroll Institute. Would you like to continue with the survey? Which of the options best describes the initial value that drove you to become a member?\nUser: Stane Karen. \nAgent: Thank you for clarifying. Just to confirm, are you saying that “Staying current with payroll legislation” was the main value for you?\nUser: Yes. \nAgent: Thank you.\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 five. \nAgent: Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30, 31 to 45, 46 to 60, or 61 or above?\nUser: Thirty one to forty five. \nAgent: Thank you.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks.\n\nWould you be open to renewing your membership today?\nUser: No. \nAgent: Thank you for letting me know.Could you tell me the main reason you decided not to renew your membership?Is it because: \n1. You are no longer working in payroll. \n2. You didn’t use the membership enough, or payroll wasn’t complex for you. \n3. You’re temporarily out of a payroll job. \n4. You felt the benefits were useful, but the fee wasn’t worth it. \nOr, if you have another reason, you can tell me what it is. Which of these best describes your situation?\nUser: The thing is my employer actually sponsored the membership fee for me, but he decided to not \nAgent: Thank you for explaining. I understand. We suggest you consider sponsoring your membership by yourself. For $329 plus taxes a year, which is less than $1 a day, you receive constant updates regarding changing payroll regulations, unlimited advice with complex payroll issues, networking with peers, and many more payroll resources. Not to mention that members with designation report higher salaries than non-designated members by 10% to 30% more.\n\nWith that in mind, would you consider sponsoring your designation?\nUser: No. It's still not it doesn't make sense for me. \nAgent: No problem at all. I appreciate your honesty and your time today.\n\nThank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":0.981,"end":1.381}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.67545458984375,"end":2.03454541015625},{"word":"may ","start":2.03454541015625,"end":2.181818115234375},{"word":"I ","start":2.181818115234375,"end":2.24545458984375},{"word":"please ","start":2.24545458984375,"end":2.456363525390625},{"word":"speak ","start":2.456363525390625,"end":2.636363525390625},{"word":"with ","start":2.636363525390625,"end":2.773636474609375},{"word":"Gil?","start":2.773636474609375,"end":3.2590908203125}],"metadata":{"response_id":0}},{"role":"agent","content":"Hello, am I speaking with Gil?","words":[{"word":"Hello, ","start":5.020363525390625,"end":5.357636474609375},{"word":"am ","start":5.357636474609375,"end":5.505818115234375},{"word":"I ","start":5.505818115234375,"end":5.57945458984375},{"word":"speaking ","start":5.57945458984375,"end":5.8430908203125},{"word":"with ","start":5.8430908203125,"end":5.970363525390625},{"word":"Gil?","start":5.970363525390625,"end":6.381272705078125}],"metadata":{"response_id":1}},{"role":"user","content":"Speaking. Yeah. Speaking. ","words":[{"word":"Speaking. ","start":4.8309999999999995,"end":5.311},{"word":"Yeah. ","start":7.651,"end":7.971},{"word":"Speaking. ","start":7.971,"end":8.291}]},{"role":"agent","content":"Thank you. \n\nHi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Thank ","start":10.284636474609375,"end":10.601},{"word":"you.","start":10.601,"end":11.022818115234376},{"word":" \n\nHi.","start":11.07335986328125,"end":11.580632568359375},{"word":"My ","start":11.60020068359375,"end":11.737473388671875},{"word":"name ","start":11.737473388671875,"end":11.873837158203125},{"word":"is ","start":11.873837158203125,"end":11.99020068359375},{"word":"Ellen, ","start":11.99020068359375,"end":12.26474609375},{"word":"and ","start":12.26474609375,"end":12.37020068359375},{"word":"I’m ","start":12.37020068359375,"end":12.507473388671874},{"word":"calling ","start":12.507473388671874,"end":12.792927978515625},{"word":"on ","start":12.792927978515625,"end":12.887473388671875},{"word":"behalf ","start":12.887473388671875,"end":13.246564453125},{"word":"of ","start":13.246564453125,"end":13.40474609375},{"word":"the ","start":13.40474609375,"end":13.51020068359375},{"word":"National ","start":13.51020068359375,"end":13.879291748046874},{"word":"Payroll ","start":13.879291748046874,"end":14.206564453125},{"word":"Institute, ","start":14.206564453125,"end":14.69201904296875},{"word":"NPI. 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Go ahead. ","words":[{"word":"Yeah. ","start":25.031000000000002,"end":25.431},{"word":"Go ","start":25.431,"end":25.591},{"word":"ahead. ","start":25.591,"end":25.751}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","start":51.850998000000004,"end":52.091}]},{"role":"agent","content":"Just to clarify, my name is Ellen, calling on behalf of the National Payroll Institute. Would you like to continue with the survey? Which of the options best describes the initial value that drove you to become a member?","words":[{"word":"Just ","start":55.57527270507813,"end":55.8070908203125},{"word":"to ","start":55.8070908203125,"end":55.89163647460938},{"word":"clarify, ","start":55.89163647460938,"end":56.44072729492188},{"word":"my ","start":56.44072729492188,"end":56.5570908203125},{"word":"name ","start":56.5570908203125,"end":56.71527270507813},{"word":"is ","start":56.71527270507813,"end":56.831636474609375},{"word":"Ellen, ","start":56.831636474609375,"end":57.3270908203125},{"word":"calling ","start":57.3270908203125,"end":57.63345458984375},{"word":"on ","start":57.63345458984375,"end":57.7389091796875},{"word":"behalf ","start":57.7389091796875,"end":58.055272705078124},{"word":"of ","start":58.055272705078124,"end":58.15072729492187},{"word":"the ","start":58.15072729492187,"end":58.26618188476562},{"word":"National ","start":58.26618188476562,"end":58.6570908203125},{"word":"Payroll ","start":58.6570908203125,"end":58.99527270507812},{"word":"Institute. 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","words":[{"word":"Stane ","start":68.981,"end":69.301},{"word":"Karen. ","start":69.301,"end":69.621}]},{"role":"agent","content":"Thank you for clarifying. Just to confirm, are you saying that “Staying current with payroll legislation” was the main value for you?","words":[{"word":"Thank ","start":73.70645458984374,"end":73.94918188476562},{"word":"you ","start":73.94918188476562,"end":74.05463647460938},{"word":"for ","start":74.05463647460938,"end":74.1819091796875},{"word":"clarifying.","start":74.1819091796875,"end":74.9100908203125},{"word":" Just ","start":74.9365341796875,"end":75.14744311523438},{"word":"to ","start":75.14744311523438,"end":75.23198852539062},{"word":"confirm, ","start":75.23198852539062,"end":75.71744311523437},{"word":"are ","start":75.71744311523437,"end":75.8765341796875},{"word":"you ","start":75.8765341796875,"end":76.00289770507813},{"word":"saying ","start":76.00289770507813,"end":76.255625},{"word":"that ","start":76.255625,"end":76.4147158203125},{"word":"“Staying ","start":76.4147158203125,"end":76.76289770507813},{"word":"current ","start":76.76289770507813,"end":77.07926147460938},{"word":"with ","start":77.07926147460938,"end":77.22744311523438},{"word":"payroll ","start":77.22744311523438,"end":77.53289770507813},{"word":"legislation” ","start":77.53289770507813,"end":78.1765341796875},{"word":"was ","start":78.1765341796875,"end":78.335625},{"word":"the ","start":78.335625,"end":78.44107958984375},{"word":"main ","start":78.44107958984375,"end":78.64107958984376},{"word":"value ","start":78.64107958984376,"end":78.95835229492188},{"word":"for ","start":78.95835229492188,"end":79.105625},{"word":"you?","start":79.105625,"end":79.475625}],"metadata":{"response_id":6}},{"role":"user","content":"Yes. ","words":[{"word":"Yes. ","start":80.70100000000001,"end":81.101}]},{"role":"agent","content":"Thank you.\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":"Thank ","start":84.45563647460938,"end":84.762},{"word":"you.","start":84.762,"end":85.142},{"word":"\n\nNow, ","start":85.19531811523437,"end":85.40713647460937},{"word":"on ","start":85.40713647460937,"end":85.57531811523438},{"word":"a ","start":85.57531811523438,"end":85.64986352539063},{"word":"scale ","start":85.64986352539063,"end":85.94531811523437},{"word":"of ","start":85.94531811523437,"end":86.06077270507812},{"word":"1 ","start":86.06077270507812,"end":86.20895458984376},{"word":"to ","start":86.20895458984376,"end":86.3035},{"word":"5, ","start":86.3035,"end":86.57804541015625},{"word":"with ","start":86.57804541015625,"end":86.75804541015626},{"word":"5 ","start":86.75804541015626,"end":87.0535},{"word":"being ","start":87.0535,"end":87.28531811523438},{"word":"very ","start":87.28531811523438,"end":87.48622729492187},{"word":"satisfied ","start":87.48622729492187,"end":87.95077270507812},{"word":"and ","start":87.95077270507812,"end":88.06622729492187},{"word":"1 ","start":88.06622729492187,"end":88.23531811523438},{"word":"being ","start":88.23531811523438,"end":88.46804541015625},{"word":"very ","start":88.46804541015625,"end":88.68895458984375},{"word":"dissatisfied, ","start":88.68895458984375,"end":90.01895458984374},{"word":"how ","start":90.01895458984374,"end":90.18804541015625},{"word":"would ","start":90.18804541015625,"end":90.36713647460938},{"word":"you ","start":90.36713647460938,"end":90.5044091796875},{"word":"rate ","start":90.5044091796875,"end":90.72622729492187},{"word":"your ","start":90.72622729492187,"end":90.90531811523438},{"word":"overall ","start":90.90531811523438,"end":91.35986352539062},{"word":"satisfaction ","start":91.35986352539062,"end":91.93986352539062},{"word":"with ","start":91.93986352539062,"end":92.08804541015625},{"word":"your ","start":92.08804541015625,"end":92.24622729492188},{"word":"NPI ","start":92.24622729492188,"end":92.68986352539062},{"word":"membership ","start":92.68986352539062,"end":93.10077270507813},{"word":"experience?","start":93.10077270507813,"end":93.9344091796875}],"metadata":{"response_id":7}},{"role":"user","content":"I would say five. ","words":[{"word":"I ","start":96.401005,"end":96.641},{"word":"would ","start":96.641,"end":96.881},{"word":"say ","start":96.881,"end":97.281},{"word":"five. ","start":98.111,"end":98.511}]},{"role":"agent","content":"Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30, 31 to 45, 46 to 60, or 61 or above?","words":[{"word":"Thank ","start":100.44163647460938,"end":100.65254541015625},{"word":"you ","start":100.65254541015625,"end":100.748},{"word":"for ","start":100.748,"end":100.85345458984375},{"word":"your ","start":100.85345458984375,"end":100.99072729492187},{"word":"feedback.","start":100.99072729492187,"end":101.63436352539063},{"word":"\n\nNow, ","start":101.68969311523438,"end":101.92242041015625},{"word":"for ","start":101.92242041015625,"end":102.14423852539062},{"word":"statistical ","start":102.14423852539062,"end":102.82969311523438},{"word":"purposes ","start":102.82969311523438,"end":103.26242041015625},{"word":"only, ","start":103.26242041015625,"end":103.64242041015625},{"word":"could ","start":103.64242041015625,"end":103.82242041015625},{"word":"you ","start":103.82242041015625,"end":103.96969311523438},{"word":"please ","start":103.96969311523438,"end":104.20242041015625},{"word":"tell ","start":104.20242041015625,"end":104.38151147460937},{"word":"us ","start":104.38151147460937,"end":104.47605688476563},{"word":"your ","start":104.47605688476563,"end":104.63514770507813},{"word":"age ","start":104.63514770507813,"end":104.83514770507813},{"word":"range?","start":104.83514770507813,"end":105.36332958984374},{"word":" Is ","start":105.40948486328125,"end":105.59948486328125},{"word":"it ","start":105.59948486328125,"end":105.70584838867188},{"word":"18 ","start":105.70584838867188,"end":106.0640302734375},{"word":"to ","start":106.0640302734375,"end":106.14857568359375},{"word":"30, ","start":106.14857568359375,"end":106.51766674804688},{"word":"31 ","start":106.51766674804688,"end":106.79221215820313},{"word":"to ","start":106.79221215820313,"end":106.92948486328125},{"word":"45, ","start":106.92948486328125,"end":107.024939453125},{"word":"46 ","start":107.024939453125,"end":107.28857568359375},{"word":"to ","start":107.28857568359375,"end":107.64766674804687},{"word":"60, ","start":107.64766674804687,"end":107.85857568359376},{"word":"or ","start":107.85857568359376,"end":108.04857568359375},{"word":"61 ","start":108.04857568359375,"end":108.14312109375},{"word":"or ","start":108.14312109375,"end":108.51312109375},{"word":"above?","start":108.51312109375,"end":108.63948486328125}],"metadata":{"response_id":8}},{"role":"user","content":"Thirty one to forty five. ","words":[{"word":"Thirty ","start":111.511,"end":111.831},{"word":"one ","start":111.831,"end":112.070995},{"word":"to ","start":112.070995,"end":112.311},{"word":"forty ","start":112.311,"end":112.710995},{"word":"five. ","start":112.710995,"end":112.95100000000001}]},{"role":"agent","content":"Thank you.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. 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","words":[{"word":"No. ","start":208.801,"end":209.201},{"word":"It's ","start":209.201,"end":209.60099},{"word":"still ","start":209.66099999999997,"end":210.22099999999998},{"word":"not ","start":210.22099999999998,"end":210.94099999999997},{"word":"it ","start":211.90099999999998,"end":212.141},{"word":"doesn't ","start":212.141,"end":212.46099999999998},{"word":"make ","start":212.46099999999998,"end":212.701},{"word":"sense ","start":212.701,"end":212.94099999999997},{"word":"for ","start":212.94099999999997,"end":213.18099999999998},{"word":"me. ","start":213.18099999999998,"end":213.34098999999998}]},{"role":"agent","content":"No problem at all. I appreciate your honesty and your time today.\n\nThank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"No ","start":214.87118188476563,"end":215.04027270507814},{"word":"problem ","start":215.04027270507814,"end":215.34663647460937},{"word":"at ","start":215.34663647460937,"end":215.44118188476563},{"word":"all. 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","start":0.981,"end":1.381}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.67545458984375,"end":2.03454541015625},{"word":"may ","start":2.03454541015625,"end":2.181818115234375},{"word":"I ","start":2.181818115234375,"end":2.24545458984375},{"word":"please ","start":2.24545458984375,"end":2.456363525390625},{"word":"speak ","start":2.456363525390625,"end":2.636363525390625},{"word":"with ","start":2.636363525390625,"end":2.773636474609375},{"word":"Gil?","start":2.773636474609375,"end":3.2590908203125}],"metadata":{"response_id":0}},{"role":"agent","content":"Hello, am I speaking with Gil?","words":[{"word":"Hello, ","start":5.020363525390625,"end":5.357636474609375},{"word":"am ","start":5.357636474609375,"end":5.505818115234375},{"word":"I ","start":5.505818115234375,"end":5.57945458984375},{"word":"speaking ","start":5.57945458984375,"end":5.8430908203125},{"word":"with ","start":5.8430908203125,"end":5.970363525390625},{"word":"Gil?","start":5.970363525390625,"end":6.381272705078125}],"metadata":{"response_id":1}},{"role":"user","content":"Speaking. Yeah. Speaking. ","words":[{"word":"Speaking. ","start":4.8309999999999995,"end":5.311},{"word":"Yeah. ","start":7.651,"end":7.971},{"word":"Speaking. ","start":7.971,"end":8.291}]},{"role":"agent","content":"Thank you. \n\nHi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. 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","words":[{"word":"Stane ","start":68.981,"end":69.301},{"word":"Karen. ","start":69.301,"end":69.621}]},{"role":"agent","content":"Thank you for clarifying. 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The call ended amicably after the agent provided information about membership benefits and pricing.","cdate":"2026-01-21T16:07:22-06:00","udate":"2026-04-15T12:16:06-05:00","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":"168660533","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"276","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T12:15:10-05:00","udate":"2026-04-15T12:16:07-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 12:16:07","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 12:16:07","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 08:37:17","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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":"Membership Renewal Declined Due to Sponsorship","cdate":"2026-01-21T16:07:23-06:00","udate":"2026-04-15T12:16:07-05:00","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 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00:00:00","whatsapp_id":"","whatsapp_username":"","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\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\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T12:16:07-05:00","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 52 → 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":"168660533","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"276","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T12:15:10-05:00","udate":"2026-04-15T12:16:07-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 12:16:07","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 12:16:07","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 08:37:17","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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":"52","value":"No","cdate":"2025-03-10T09:43:50-05:00","udate":"2026-04-15T12:16:07-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300062\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/300062\/field"},"owner":"31090","id":"300062"}} 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 13:59:04 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_2b5ee988f106dce917aeaae8638","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":36,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T13:55:35-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_2b5ee988f106dce917aeaae8638","X-RetellAI-SipTraceId":"call_2b5ee988f106dce917aeaae8638","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776275770104,"end_timestamp":1776275938186,"duration_ms":168082,"transcript":"Agent: Hello, may I please speak with Gil?\nUser: Hello? Speaking. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Sure. Go ahead. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. And \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: Advancing my payroll career. \nAgent: Thank you. \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 four. \nAgent: Thank you for sharing that.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? \nUser: I prefer not to say \nAgent: Thank you for letting me know.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: No. Not interested. Sorry. \nAgent: Quick question: can you please tell us in one sentence why you no longer wish to be a member?\nUser: It's really difficult to maintain the designation So I don't I'm I'm not interested. \nAgent: Thank you for sharing that.Just so you know, there’s also an Associate membership option that you can choose, with no exams or certification requirements, but you'll still get access to all payroll resources and updates and other membership perks. Associate membership is just a flexible way to stay informed without the commitment of maintaining a designation. Would you like me to send you the Associate membership details for you to review?\nUser: Yeah. Sure. Send it. \nAgent: Thank you. Just to confirm, is your email address still g@directobjective.ca?\nUser: Yes. That's correct. \nAgent: That's perfect. I’ll update your preferences and send you the information in an email.\n\nThank you for speaking with me today. Have a good day and goodbye.\nUser: Thank you. Bye. \nAgent: Thank \n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.245363525390625,"end":1.550818115234375},{"word":"may ","start":1.550818115234375,"end":1.699},{"word":"I ","start":1.699,"end":1.762636474609375},{"word":"please ","start":1.762636474609375,"end":1.952636474609375},{"word":"speak ","start":1.952636474609375,"end":2.131727294921875},{"word":"with ","start":2.131727294921875,"end":2.2580908203125},{"word":"Gil?","start":2.2580908203125,"end":2.649}],"metadata":{"response_id":0}},{"role":"user","content":"Hello? Speaking. ","words":[{"word":"Hello? ","start":0.913,"end":1.313},{"word":"Speaking. 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","words":[{"word":"Advancing ","start":46.943,"end":47.423003},{"word":"my ","start":47.423003,"end":47.823},{"word":"payroll ","start":47.823,"end":48.383002000000005},{"word":"career. ","start":48.383002000000005,"end":48.863}]},{"role":"agent","content":"Thank you. \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":"Thank ","start":50.048727294921875,"end":50.44963647460938},{"word":"you. 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","words":[{"word":"I ","start":61.013003000000005,"end":61.253},{"word":"would ","start":61.253,"end":61.413000000000004},{"word":"say ","start":61.413000000000004,"end":61.653003},{"word":"four. ","start":61.653003,"end":62.053000000000004}]},{"role":"agent","content":"Thank you for sharing that.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 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","words":[{"word":"It's ","start":110.883,"end":111.683},{"word":"really ","start":111.683,"end":112.003},{"word":"difficult ","start":112.003,"end":112.483},{"word":"to ","start":112.483,"end":112.803},{"word":"maintain ","start":112.803,"end":113.283},{"word":"the ","start":113.283,"end":113.843},{"word":"designation ","start":113.843,"end":114.723},{"word":"So ","start":115.413,"end":115.733},{"word":"I ","start":117.433,"end":117.673},{"word":"don't ","start":117.673,"end":117.833},{"word":"I'm ","start":117.913005,"end":118.07300000000001},{"word":"I'm ","start":118.07300000000001,"end":118.393},{"word":"not ","start":118.393,"end":118.553004},{"word":"interested. ","start":118.553004,"end":119.033}]},{"role":"agent","content":"Thank you for sharing that.Just so you know, there’s also an Associate membership option that you can choose, with no exams or certification requirements, but you'll still get access to all payroll resources and updates and other membership perks. Associate membership is just a flexible way to stay informed without the commitment of maintaining a designation. 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Sure. Send it. ","words":[{"word":"Yeah. ","start":145.863,"end":146.183},{"word":"Sure. ","start":146.183,"end":146.583},{"word":"Send ","start":146.583,"end":146.74299},{"word":"it. ","start":146.74299,"end":146.903}]},{"role":"agent","content":"Thank you. Just to confirm, is your email address still g@directobjective.ca?","words":[{"word":"Thank ","start":148.06263647460938,"end":148.3580908203125},{"word":"you.","start":148.3580908203125,"end":148.749},{"word":" Just ","start":148.80027661132812,"end":148.96936743164062},{"word":"to ","start":148.96936743164062,"end":149.0648220214844},{"word":"confirm, ","start":149.0648220214844,"end":149.51845825195312},{"word":"is ","start":149.51845825195312,"end":149.67664013671876},{"word":"your ","start":149.67664013671876,"end":149.83482202148437},{"word":"email ","start":149.83482202148437,"end":150.07754931640625},{"word":"address ","start":150.07754931640625,"end":150.36300390625},{"word":"still ","start":150.36300390625,"end":150.63754931640625},{"word":"g@directobjective.ca?","start":150.63754931640625,"end":150.911185546875}],"metadata":{"response_id":13}},{"role":"user","content":"Yes. That's correct. ","words":[{"word":"Yes. 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Have a good day and goodbye.","words":[{"word":"That's ","start":158.91163647460937,"end":159.1761818847656},{"word":"perfect.","start":159.1761818847656,"end":159.72436352539063},{"word":" I’ll ","start":159.77365161132812,"end":159.9854697265625},{"word":"update ","start":159.9854697265625,"end":160.27001513671874},{"word":"your ","start":160.27001513671874,"end":160.39637890625},{"word":"preferences ","start":160.39637890625,"end":160.90365161132812},{"word":"and ","start":160.90365161132812,"end":161.03001513671876},{"word":"send ","start":161.03001513671876,"end":161.20910595703126},{"word":"you ","start":161.20910595703126,"end":161.314560546875},{"word":"the ","start":161.314560546875,"end":161.41001513671876},{"word":"information ","start":161.41001513671876,"end":161.86365161132812},{"word":"in ","start":161.86365161132812,"end":161.95910595703126},{"word":"an ","start":161.95910595703126,"end":162.0854697265625},{"word":"email.","start":162.0854697265625,"end":162.644560546875},{"word":"\n\nThank ","start":162.67082568359376,"end":162.93446215820313},{"word":"you ","start":162.93446215820313,"end":163.05082568359376},{"word":"for ","start":163.05082568359376,"end":163.177189453125},{"word":"speaking ","start":163.177189453125,"end":163.45173486328125},{"word":"with ","start":163.45173486328125,"end":163.57809838867186},{"word":"me ","start":163.57809838867186,"end":163.67355297851563},{"word":"today. 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I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":5.872272705078125,"end":6.452272705078125},{"word":"My ","start":6.4876591796875,"end":6.6458408203125},{"word":"name ","start":6.6458408203125,"end":6.814931884765625},{"word":"is ","start":6.814931884765625,"end":6.95220458984375},{"word":"Ellen, ","start":6.95220458984375,"end":7.258568115234375},{"word":"and ","start":7.258568115234375,"end":7.384931884765625},{"word":"I’m ","start":7.384931884765625,"end":7.533113525390625},{"word":"calling ","start":7.533113525390625,"end":7.849477294921875},{"word":"on ","start":7.849477294921875,"end":7.934022705078125},{"word":"behalf ","start":7.934022705078125,"end":8.229477294921875},{"word":"of ","start":8.229477294921875,"end":8.314022705078125},{"word":"the ","start":8.314022705078125,"end":8.419477294921874},{"word":"National ","start":8.419477294921874,"end":8.7676591796875},{"word":"Payroll ","start":8.7676591796875,"end":9.104931884765625},{"word":"Institute, ","start":9.104931884765625,"end":9.844022705078125},{"word":"NPI. 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","words":[{"word":"Advancing ","start":46.943,"end":47.423003},{"word":"my ","start":47.423003,"end":47.823},{"word":"payroll ","start":47.823,"end":48.383002000000005},{"word":"career. ","start":48.383002000000005,"end":48.863}]},{"role":"agent","content":"Thank you. \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":"Thank ","start":50.048727294921875,"end":50.44963647460938},{"word":"you. 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","words":[{"word":"I ","start":61.013003000000005,"end":61.253},{"word":"would ","start":61.253,"end":61.413000000000004},{"word":"say ","start":61.413000000000004,"end":61.653003},{"word":"four. ","start":61.653003,"end":62.053000000000004}]},{"role":"agent","content":"Thank you for sharing that.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 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Would you be open to renewing your membership today?","words":[{"word":"Thank ","start":74.16254541015626,"end":74.36254541015624},{"word":"you ","start":74.36254541015624,"end":74.458},{"word":"for ","start":74.458,"end":74.56345458984374},{"word":"letting ","start":74.56345458984374,"end":74.78527270507813},{"word":"me ","start":74.78527270507813,"end":74.8589091796875},{"word":"know.","start":74.8589091796875,"end":75.25981811523438},{"word":"\n\nWe’d ","start":75.29310986328124,"end":75.55674609375},{"word":"love ","start":75.55674609375,"end":75.81038256835937},{"word":"to ","start":75.81038256835937,"end":75.91583715820312},{"word":"see ","start":75.91583715820312,"end":76.11583715820312},{"word":"you ","start":76.11583715820312,"end":76.25310986328125},{"word":"gain ","start":76.25310986328125,"end":76.46492797851562},{"word":"your ","start":76.46492797851562,"end":76.60129174804688},{"word":"designation ","start":76.60129174804688,"end":77.15038256835938},{"word":"back ","start":77.15038256835938,"end":77.42492797851563},{"word":"and ","start":77.42492797851563,"end":77.60401904296874},{"word":"continue ","start":77.60401904296874,"end":78.13220068359375},{"word":"benefiting ","start":78.13220068359375,"end":78.69129174804688},{"word":"from ","start":78.69129174804688,"end":78.87129174804687},{"word":"our ","start":78.87129174804687,"end":78.9976552734375},{"word":"services.","start":78.9976552734375,"end":79.73674609375},{"word":" As ","start":79.78748486328125,"end":80.00930297851562},{"word":"a ","start":80.00930297851562,"end":80.08384838867188},{"word":"member, ","start":80.08384838867188,"end":80.57930297851563},{"word":"you ","start":80.57930297851563,"end":80.76930297851563},{"word":"get ","start":80.76930297851563,"end":81.0120302734375},{"word":"unlimited ","start":81.0120302734375,"end":81.47657568359375},{"word":"help ","start":81.47657568359375,"end":81.73021215820313},{"word":"with ","start":81.73021215820313,"end":82.07839404296875},{"word":"complex ","start":82.07839404296875,"end":82.56384838867187},{"word":"payroll ","start":82.56384838867187,"end":82.88021215820312},{"word":"issues, ","start":82.88021215820312,"end":83.57657568359375},{"word":"constant ","start":83.57657568359375,"end":84.00930297851562},{"word":"updates ","start":84.00930297851562,"end":84.37930297851562},{"word":"on ","start":84.37930297851562,"end":84.49475756835938},{"word":"changes ","start":84.49475756835938,"end":84.86475756835938},{"word":"in ","start":84.86475756835938,"end":84.98112109375},{"word":"payroll, ","start":84.98112109375,"end":85.81475756835937},{"word":"preferred ","start":85.81475756835937,"end":86.26839404296875},{"word":"member ","start":86.26839404296875,"end":86.61657568359375},{"word":"rates ","start":86.61657568359375,"end":86.9020302734375},{"word":"for ","start":86.9020302734375,"end":87.0920302734375},{"word":"professional ","start":87.0920302734375,"end":87.57748486328126},{"word":"development ","start":87.57748486328126,"end":88.03112109375},{"word":"seminars, ","start":88.03112109375,"end":89.09657568359376},{"word":"networking ","start":89.09657568359376,"end":89.60384838867188},{"word":"with ","start":89.60384838867188,"end":89.7720302734375},{"word":"other ","start":89.7720302734375,"end":89.99384838867188},{"word":"payroll ","start":89.99384838867188,"end":90.25839404296875},{"word":"professionals ","start":90.25839404296875,"end":90.31112109375},{"word":"locally ","start":90.31112109375,"end":90.8920302734375},{"word":"and ","start":90.8920302734375,"end":91.38748486328124},{"word":"across ","start":91.38748486328124,"end":91.56748486328125},{"word":"Canada, ","start":91.56748486328125,"end":91.96839404296875},{"word":"support ","start":91.96839404296875,"end":92.65384838867188},{"word":"with ","start":92.65384838867188,"end":93.03384838867187},{"word":"recruiting ","start":93.03384838867187,"end":93.21384838867188},{"word":"payroll ","start":93.21384838867188,"end":93.61475756835938},{"word":"professionals, ","start":93.61475756835938,"end":93.9520302734375},{"word":"and ","start":93.9520302734375,"end":94.84930297851562},{"word":"discounts ","start":94.84930297851562,"end":95.06112109375},{"word":"in ","start":95.06112109375,"end":95.57748486328126},{"word":"many ","start":95.57748486328126,"end":95.69384838867188},{"word":"retail ","start":95.69384838867188,"end":96.01021215820313},{"word":"stores ","start":96.01021215820313,"end":96.40112109375},{"word":"and ","start":96.40112109375,"end":96.77021215820312},{"word":"services ","start":96.77021215820312,"end":96.88657568359375},{"word":"using ","start":96.88657568359375,"end":97.41475756835938},{"word":"MembersPerks. 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","start":103.193,"end":103.353}]},{"role":"agent","content":"Quick question: can you please tell us in one sentence why you no longer wish to be a member?","words":[{"word":"Quick ","start":104.78263647460938,"end":105.05718188476563},{"word":"question: ","start":105.05718188476563,"end":105.4999091796875},{"word":"can ","start":105.4999091796875,"end":105.63718188476562},{"word":"you ","start":105.63718188476562,"end":105.74263647460937},{"word":"please ","start":105.74263647460937,"end":105.98536352539062},{"word":"tell ","start":105.98536352539062,"end":106.17536352539062},{"word":"us ","start":106.17536352539062,"end":106.28081811523438},{"word":"in ","start":106.28081811523438,"end":106.4180908203125},{"word":"one ","start":106.4180908203125,"end":106.629},{"word":"sentence ","start":106.629,"end":107.05172729492188},{"word":"why ","start":107.05172729492188,"end":107.24172729492187},{"word":"you ","start":107.24172729492187,"end":107.389},{"word":"no ","start":107.389,"end":107.50536352539062},{"word":"longer ","start":107.50536352539062,"end":107.759},{"word":"wish ","start":107.759,"end":107.9799091796875},{"word":"to ","start":107.9799091796875,"end":108.08627270507813},{"word":"be ","start":108.08627270507813,"end":108.19172729492188},{"word":"a ","start":108.19172729492188,"end":108.26536352539063},{"word":"member?","start":108.26536352539063,"end":108.77172729492187}],"metadata":{"response_id":9}},{"role":"user","content":"It's really difficult to maintain the designation So I don't I'm I'm not interested. ","words":[{"word":"It's ","start":110.883,"end":111.683},{"word":"really ","start":111.683,"end":112.003},{"word":"difficult ","start":112.003,"end":112.483},{"word":"to ","start":112.483,"end":112.803},{"word":"maintain ","start":112.803,"end":113.283},{"word":"the ","start":113.283,"end":113.843},{"word":"designation ","start":113.843,"end":114.723},{"word":"So ","start":115.413,"end":115.733},{"word":"I ","start":117.433,"end":117.673},{"word":"don't ","start":117.673,"end":117.833},{"word":"I'm ","start":117.913005,"end":118.07300000000001},{"word":"I'm ","start":118.07300000000001,"end":118.393},{"word":"not ","start":118.393,"end":118.553004},{"word":"interested. ","start":118.553004,"end":119.033}]},{"role":"agent","content":"Thank you for sharing that.Just so you know, there’s also an Associate membership option that you can choose, with no exams or certification requirements, but you'll still get access to all payroll resources and updates and other membership perks. Associate membership is just a flexible way to stay informed without the commitment of maintaining a designation. Would you like me to send you the Associate membership details for you to review?","words":[{"word":"Thank ","start":121.93563647460938,"end":122.15654541015626},{"word":"you ","start":122.15654541015626,"end":122.2629091796875},{"word":"for ","start":122.2629091796875,"end":122.36836352539062},{"word":"sharing ","start":122.36836352539062,"end":122.6210908203125},{"word":"that.","start":122.6210908203125,"end":123.05381811523438},{"word":"Just ","start":123.08956811523437,"end":123.2586591796875},{"word":"so ","start":123.2586591796875,"end":123.39593188476563},{"word":"you ","start":123.39593188476563,"end":123.49138647460937},{"word":"know, ","start":123.49138647460937,"end":123.67047729492188},{"word":"there’s ","start":123.67047729492188,"end":123.90229541015626},{"word":"also ","start":123.90229541015626,"end":124.18775},{"word":"an ","start":124.18775,"end":124.27229541015625},{"word":"Associate ","start":124.27229541015625,"end":124.70502270507812},{"word":"membership ","start":124.70502270507812,"end":125.1586591796875},{"word":"option ","start":125.1586591796875,"end":125.55956811523437},{"word":"that ","start":125.55956811523437,"end":125.76047729492187},{"word":"you ","start":125.76047729492187,"end":125.90775},{"word":"can ","start":125.90775,"end":126.08775},{"word":"choose, ","start":126.08775,"end":126.77320458984374},{"word":"with ","start":126.77320458984374,"end":127.12138647460938},{"word":"no ","start":127.12138647460938,"end":127.49138647460937},{"word":"exams ","start":127.49138647460937,"end":128.10320458984376},{"word":"or ","start":128.10320458984376,"end":128.30411352539062},{"word":"certification ","start":128.30411352539062,"end":128.9586591796875},{"word":"requirements, ","start":128.9586591796875,"end":129.60229541015624},{"word":"but ","start":129.60229541015624,"end":129.7713864746094},{"word":"you'll ","start":129.7713864746094,"end":130.01411352539063},{"word":"still ","start":130.01411352539063,"end":130.35138647460937},{"word":"get ","start":130.35138647460937,"end":130.56229541015625},{"word":"access ","start":130.56229541015625,"end":130.99502270507813},{"word":"to ","start":130.99502270507813,"end":131.2168408203125},{"word":"all ","start":131.2168408203125,"end":131.47047729492186},{"word":"payroll ","start":131.47047729492186,"end":131.86047729492188},{"word":"resources ","start":131.86047729492188,"end":132.53593188476563},{"word":"and ","start":132.53593188476563,"end":132.85320458984376},{"word":"updates ","start":132.85320458984376,"end":133.44411352539063},{"word":"and ","start":133.44411352539063,"end":133.62320458984374},{"word":"other ","start":133.62320458984374,"end":133.8868408203125},{"word":"membership ","start":133.8868408203125,"end":134.36229541015626},{"word":"perks. 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Sure. Send it. ","words":[{"word":"Yeah. ","start":145.863,"end":146.183},{"word":"Sure. ","start":146.183,"end":146.583},{"word":"Send ","start":146.583,"end":146.74299},{"word":"it. ","start":146.74299,"end":146.903}]},{"role":"agent","content":"Thank you. Just to confirm, is your email address still g@directobjective.ca?","words":[{"word":"Thank ","start":148.06263647460938,"end":148.3580908203125},{"word":"you.","start":148.3580908203125,"end":148.749},{"word":" Just ","start":148.80027661132812,"end":148.96936743164062},{"word":"to ","start":148.96936743164062,"end":149.0648220214844},{"word":"confirm, ","start":149.0648220214844,"end":149.51845825195312},{"word":"is ","start":149.51845825195312,"end":149.67664013671876},{"word":"your ","start":149.67664013671876,"end":149.83482202148437},{"word":"email ","start":149.83482202148437,"end":150.07754931640625},{"word":"address ","start":150.07754931640625,"end":150.36300390625},{"word":"still ","start":150.36300390625,"end":150.63754931640625},{"word":"g@directobjective.ca?","start":150.63754931640625,"end":150.911185546875}],"metadata":{"response_id":13}},{"role":"user","content":"Yes. That's correct. ","words":[{"word":"Yes. 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I’ll update your preferences and send you the information in an email.\n\nThank you for speaking with me today. 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The agent confirmed Gil's email and successfully sent the application form details.","in_voicemail":false,"user_sentiment":"Neutral","call_successful":true,"custom_analysis_data":{"Not-Renewed-Want-to-Renew":"Yes","Send-Application-Form":"2026-04-15 13:58","Mini-NPS":"4","One-Sentence-not-Renewed":"It's really difficult to maintain the designation so I don't I'm I'm not interested.","int_code":"21","Initial-value":"Career","PRO-other-reasons-not-to-renew":"It's really difficult to maintain the designation","Age-Range":"Preferred not to say","bloc_notes":"2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090","Other-member-benefit":"","call_summary_title":"Membership Renewal Declined, Associate Info Sent","Human Reached":true,"Human or not":"Yes","Call answered":true,"Call Flow Completion Rate":"100%. 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The official opening was correctly placed after identity confirmation, scoring 100%. Survey questions followed the exact order with no violations, scoring 100%. Skip logic was correctly applied when the application form was sent, scoring 100%. Verbatim compliance was perfect with all required phrases used, scoring 100%. Mandatory phrases were detected as required, resulting in a 'Yes' compliance.","IVR_detector":"No","call_sequence":"5 questions asked","Concern-Question":"","Lead Status":"Refused","called_by":"","Withdrawal date":""}},"data_storage_setting":"everything","llm_token_usage":{"values":[9014,9017,10045,10132,10110,10340,9300,10140,10258,10260,10380,10388,10363,10366,10591,11590,10608,10610],"average":10195.111111111111,"num_requests":18},"tool_calls":[{"tool_call_id":"b02a571a6166a858","name":"send_ast_application_form","type":"custom","start_time_sec":155.526,"latency_ms":1060.9999999999786,"success":true}],"from_number":"+14375242727","to_number":"+15144313257","direction":"outbound"},"event_timestamp":1776275945407} ---------------------------------------- EVENT: call_analyzed CONTACT ID: 31090 CALL ID: call_2b5ee988f106dce917aeaae8638 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":"168662203","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"276","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T12:58:58-05:00","udate":"2026-04-15T12:59:05-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 12:59:05","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 12:59:05","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 08:37:17","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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 contacted Gil regarding his lapsed Professional membership with the National Payroll Institute. 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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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 14:08:16 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_d0ce4f97fb59d2beaefa108b22f","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":36,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T14:04:44-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_d0ce4f97fb59d2beaefa108b22f","X-RetellAI-SipTraceId":"call_d0ce4f97fb59d2beaefa108b22f","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776276314667,"end_timestamp":1776276485277,"duration_ms":170610,"transcript":"Agent: Hello, may I please speak with Gil?\nUser: Hello? This is Gil speaking. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Yeah. Go ahead. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: Stenk Stenkaren with payroll. Legislation. \nAgent: Thank you. I’ll record “Staying current with payroll legislation” as your answer.\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 five. \nAgent: Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: Thirty one to forty five. \nAgent: Thank you.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: Uh, no. \nAgent: Thank you for letting me know. Quick question: can you please tell us in one sentence why you no longer wish to be a member?\nUser: My employer actually decided to stop sponsoring my membership. So \nAgent: Thank you for sharing that. We suggest you consider sponsoring your membership by yourself. For $329 plus taxes a year, which is less than $1 a day, you receive constant updates regarding changing payroll regulations, unlimited advice with complex payroll issues, networking with peers, and many more payroll resources. Members with designation also report higher salaries than non-designated members by 10% to 30% more. With that in mind, would you consider sponsoring your designation?\nUser: No. Sorry. Not interested. \nAgent: No problem at all. Thank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.14145458984375,"end":1.489636474609375},{"word":"may ","start":1.489636474609375,"end":1.6169091796875},{"word":"I ","start":1.6169091796875,"end":1.679636474609375},{"word":"please ","start":1.679636474609375,"end":1.859636474609375},{"word":"speak ","start":1.859636474609375,"end":2.049636474609375},{"word":"with ","start":2.049636474609375,"end":2.186},{"word":"Gil?","start":2.186,"end":2.64054541015625}],"metadata":{"response_id":0}},{"role":"user","content":"Hello? This is Gil speaking. ","words":[{"word":"Hello? ","start":0.899,"end":1.299},{"word":"This ","start":3.7089998,"end":4.029},{"word":"is ","start":4.029,"end":4.109},{"word":"Gil ","start":4.109,"end":4.429},{"word":"speaking. ","start":4.429,"end":4.669}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":5.88245458984375,"end":6.410636474609375},{"word":"My ","start":6.46348486328125,"end":6.600757568359375},{"word":"name ","start":6.600757568359375,"end":6.7380302734375},{"word":"is ","start":6.7380302734375,"end":6.84348486328125},{"word":"Ellen, ","start":6.84348486328125,"end":7.1180302734375},{"word":"and ","start":7.1180302734375,"end":7.23439404296875},{"word":"I’m ","start":7.23439404296875,"end":7.360757568359375},{"word":"calling ","start":7.360757568359375,"end":7.625302978515625},{"word":"on ","start":7.625302978515625,"end":7.730757568359375},{"word":"behalf ","start":7.730757568359375,"end":8.088939453125},{"word":"of ","start":8.088939453125,"end":8.17348486328125},{"word":"the ","start":8.17348486328125,"end":8.278939453125},{"word":"National ","start":8.278939453125,"end":8.658939453125},{"word":"Payroll ","start":8.658939453125,"end":9.038939453125},{"word":"Institute, ","start":9.038939453125,"end":9.556212158203126},{"word":"NPI. ","start":9.556212158203126,"end":10.26348486328125},{"word":"I'm ","start":10.27795068359375,"end":10.5734052734375},{"word":"calling ","start":10.5734052734375,"end":11.05885986328125},{"word":"today ","start":11.05885986328125,"end":11.43885986328125},{"word":"as ","start":11.43885986328125,"end":11.61795068359375},{"word":"we ","start":11.61795068359375,"end":11.766132568359374},{"word":"noticed ","start":11.766132568359374,"end":12.08249609375},{"word":"that ","start":12.08249609375,"end":12.240677978515626},{"word":"your ","start":12.240677978515626,"end":12.451587158203125},{"word":"Professional ","start":12.451587158203125,"end":13.03249609375},{"word":"membership ","start":13.03249609375,"end":13.6234052734375},{"word":"recently ","start":13.6234052734375,"end":14.1934052734375},{"word":"lapsed, ","start":14.1934052734375,"end":15.290677978515625},{"word":"and ","start":15.290677978515625,"end":15.850677978515625},{"word":"we ","start":15.850677978515625,"end":16.050677978515626},{"word":"want ","start":16.050677978515626,"end":16.27249609375},{"word":"to ","start":16.27249609375,"end":16.39885986328125},{"word":"ask ","start":16.39885986328125,"end":16.76885986328125},{"word":"a ","start":16.76885986328125,"end":16.8634052734375},{"word":"few ","start":16.8634052734375,"end":17.064314453125},{"word":"questions ","start":17.064314453125,"end":17.476132568359375},{"word":"about ","start":17.476132568359375,"end":17.697041748046875},{"word":"your ","start":17.697041748046875,"end":17.834314453125},{"word":"membership ","start":17.834314453125,"end":18.225223388671875},{"word":"experience, ","start":18.225223388671875,"end":18.74249609375},{"word":"if ","start":18.74249609375,"end":18.87976904296875},{"word":"that’s ","start":18.87976904296875,"end":19.12249609375},{"word":"OK.","start":19.12249609375,"end":19.681587158203126}],"metadata":{"response_id":1}},{"role":"user","content":"Yeah. Go ahead. ","words":[{"word":"Yeah. ","start":20.569,"end":20.889},{"word":"Go ","start":20.889,"end":21.209},{"word":"ahead. ","start":21.209,"end":21.369}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?","words":[{"word":"Perfect, ","start":22.74145458984375,"end":23.12145458984375},{"word":"now ","start":23.12145458984375,"end":23.269636474609374},{"word":"let’s ","start":23.269636474609374,"end":23.427818115234373},{"word":"begin ","start":23.427818115234373,"end":23.6069091796875},{"word":"with ","start":23.6069091796875,"end":23.723272705078124},{"word":"the ","start":23.723272705078124,"end":23.828727294921876},{"word":"first ","start":23.828727294921876,"end":24.06054541015625},{"word":"question. 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","start":38.59232568359375,"end":39.03596215820313},{"word":"Gaining ","start":39.03596215820313,"end":39.31050756835938},{"word":"payroll ","start":39.31050756835938,"end":39.615962158203125},{"word":"designation. ","start":39.615962158203125,"end":40.428689453125},{"word":"\n5. ","start":40.44711743164063,"end":41.048026611328126},{"word":"Networking ","start":41.048026611328126,"end":41.52348095703125},{"word":"with ","start":41.52348095703125,"end":41.66075390625},{"word":"other ","start":41.66075390625,"end":41.85075390625},{"word":"payroll ","start":41.85075390625,"end":42.14620825195313},{"word":"professionals. ","start":42.14620825195313,"end":42.927117431640625},{"word":"\n6. ","start":42.97685986328125,"end":43.27322338867187},{"word":"Advancing ","start":43.27322338867187,"end":43.73685986328125},{"word":"your ","start":43.73685986328125,"end":43.86413256835937},{"word":"payroll ","start":43.86413256835937,"end":44.16958715820312},{"word":"career.","start":44.16958715820312,"end":44.75049609375},{"word":" \n\nWhich ","start":44.79860986328125,"end":45.030427978515625},{"word":"one ","start":45.030427978515625,"end":45.17860986328125},{"word":"best ","start":45.17860986328125,"end":45.36860986328125},{"word":"describes ","start":45.36860986328125,"end":45.74860986328125},{"word":"your ","start":45.74860986328125,"end":45.874973388671876},{"word":"situation?","start":45.874973388671876,"end":46.624064453125}],"metadata":{"response_id":2}},{"role":"user","content":"Stenk Stenkaren with payroll. Legislation. ","words":[{"word":"Stenk ","start":47.959,"end":48.599000000000004},{"word":"Stenkaren ","start":48.599000000000004,"end":49.399},{"word":"with ","start":49.399,"end":49.719},{"word":"payroll. ","start":49.719,"end":50.11900000000001},{"word":"Legislation. ","start":50.519000000000005,"end":51.239003000000004}]},{"role":"agent","content":"Thank you. I’ll record “Staying current with payroll legislation” as your answer.\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":"Thank ","start":53.77263647460938,"end":54.0899091796875},{"word":"you. 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","words":[{"word":"I ","start":69.319,"end":69.639},{"word":"would ","start":69.639,"end":69.799004},{"word":"say ","start":69.799004,"end":70.039},{"word":"five. ","start":70.039,"end":70.439}]},{"role":"agent","content":"Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? 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Quick question: can you please tell us in one sentence why you no longer wish to be a member?","words":[{"word":"Thank ","start":115.35363647460937,"end":115.58636352539062},{"word":"you ","start":115.58636352539062,"end":115.69181811523437},{"word":"for ","start":115.69181811523437,"end":115.80727270507812},{"word":"letting ","start":115.80727270507812,"end":116.0509091796875},{"word":"me ","start":116.0509091796875,"end":116.16636352539062},{"word":"know. 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This is Gil speaking. ","words":[{"word":"Hello? ","start":0.899,"end":1.299},{"word":"This ","start":3.7089998,"end":4.029},{"word":"is ","start":4.029,"end":4.109},{"word":"Gil ","start":4.109,"end":4.429},{"word":"speaking. ","start":4.429,"end":4.669}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":5.88245458984375,"end":6.410636474609375},{"word":"My ","start":6.46348486328125,"end":6.600757568359375},{"word":"name ","start":6.600757568359375,"end":6.7380302734375},{"word":"is ","start":6.7380302734375,"end":6.84348486328125},{"word":"Ellen, ","start":6.84348486328125,"end":7.1180302734375},{"word":"and ","start":7.1180302734375,"end":7.23439404296875},{"word":"I’m ","start":7.23439404296875,"end":7.360757568359375},{"word":"calling ","start":7.360757568359375,"end":7.625302978515625},{"word":"on ","start":7.625302978515625,"end":7.730757568359375},{"word":"behalf ","start":7.730757568359375,"end":8.088939453125},{"word":"of ","start":8.088939453125,"end":8.17348486328125},{"word":"the ","start":8.17348486328125,"end":8.278939453125},{"word":"National ","start":8.278939453125,"end":8.658939453125},{"word":"Payroll ","start":8.658939453125,"end":9.038939453125},{"word":"Institute, ","start":9.038939453125,"end":9.556212158203126},{"word":"NPI. 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Go ahead. ","words":[{"word":"Yeah. ","start":20.569,"end":20.889},{"word":"Go ","start":20.889,"end":21.209},{"word":"ahead. ","start":21.209,"end":21.369}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","words":[{"word":"Stenk ","start":47.959,"end":48.599000000000004},{"word":"Stenkaren ","start":48.599000000000004,"end":49.399},{"word":"with ","start":49.399,"end":49.719},{"word":"payroll. ","start":49.719,"end":50.11900000000001},{"word":"Legislation. ","start":50.519000000000005,"end":51.239003000000004}]},{"role":"agent","content":"Thank you. I’ll record “Staying current with payroll legislation” as your answer.\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":"Thank ","start":53.77263647460938,"end":54.0899091796875},{"word":"you. 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","words":[{"word":"I ","start":69.319,"end":69.639},{"word":"would ","start":69.639,"end":69.799004},{"word":"say ","start":69.799004,"end":70.039},{"word":"five. ","start":70.039,"end":70.439}]},{"role":"agent","content":"Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":72.15645458984375,"end":72.36736352539063},{"word":"you ","start":72.36736352539063,"end":72.47281811523438},{"word":"for ","start":72.47281811523438,"end":72.57827270507812},{"word":"your ","start":72.57827270507812,"end":72.70554541015625},{"word":"feedback.","start":72.70554541015625,"end":73.3600908203125},{"word":"\n\nNow, ","start":73.39848486328125,"end":73.65212109375},{"word":"for ","start":73.65212109375,"end":73.8530302734375},{"word":"statistical ","start":73.8530302734375,"end":74.4230302734375},{"word":"purposes ","start":74.4230302734375,"end":74.89757568359374},{"word":"only, ","start":74.89757568359374,"end":75.26666674804687},{"word":"could ","start":75.26666674804687,"end":75.45666674804687},{"word":"you ","start":75.45666674804687,"end":75.583939453125},{"word":"please ","start":75.583939453125,"end":75.81575756835937},{"word":"tell ","start":75.81575756835937,"end":76.02666674804688},{"word":"us ","start":76.02666674804688,"end":76.13212109375},{"word":"your ","start":76.13212109375,"end":76.30121215820313},{"word":"age ","start":76.30121215820313,"end":76.5230302734375},{"word":"range?","start":76.5230302734375,"end":77.113939453125},{"word":" Is ","start":77.16098486328124,"end":77.30916674804688},{"word":"it ","start":77.30916674804688,"end":77.41462109375},{"word":"18 ","start":77.41462109375,"end":77.79462109375},{"word":"to ","start":77.79462109375,"end":77.91098486328124},{"word":"30?","start":77.91098486328124,"end":78.47007568359375},{"word":" 31 ","start":78.52044311523437,"end":78.81680688476563},{"word":"to ","start":78.81680688476563,"end":78.98498852539062},{"word":"45? 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Official Opening Gate Accuracy is 100% as the opening was after identity confirmation and not to a gatekeeper. Survey Order Integrity Score is 100% since questions followed the correct sequence. Skip Logic Accuracy is 100% because no early email was sent and the survey flow was correct. Verbatim Survey Compliance is 95% due to high phrase similarity including mandatory phrases. Mandatory Phrase Detection is Yes because all required phrases were present.","IVR_detector":"No","call_sequence":"5 questions asked","Concern-Question":"","Lead Status":"Refused","called_by":"","Withdrawal date":""}},"data_storage_setting":"everything","llm_token_usage":{"values":[9014,9020,10135,10144,10145,10151,10361,10335,10170,10172,10433,10434,10637,10575,10686],"average":10160.8,"num_requests":15},"tool_calls":[{"tool_call_id":"0f37ec5909cad7f7","name":"end_call","type":"end_call","start_time_sec":170.595}],"from_number":"+14375242727","to_number":"+15144313257","direction":"outbound"},"event_timestamp":1776276497213} ---------------------------------------- EVENT: call_analyzed CONTACT ID: 31090 CALL ID: call_d0ce4f97fb59d2beaefa108b22f 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":"168657281","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"278","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T13:08:11-05:00","udate":"2026-04-15T13:08:17-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 13:08:17","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 13:08:17","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 08:37:17","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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 contacted Gil to discuss his lapsed NPI Professional membership. Gil shared that his employer stopped sponsoring his membership and he is not interested in renewing or self-sponsoring. The agent provided information about membership benefits and pricing, but Gil declined to renew.","cdate":"2026-01-21T16:07:22-06:00","udate":"2026-04-15T13:08:17-05:00","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 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00:00:00","whatsapp_id":"","whatsapp_username":"","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":"Membership Renewal Declined Due to Employer Sponsorship","cdate":"2026-01-21T16:07:23-06:00","udate":"2026-04-15T13:08:18-05:00","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 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00:00:00","whatsapp_id":"","whatsapp_username":"","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\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\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T13:08:18-05:00","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 52 → 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 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 14:12:59 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_49133f647b480888882d8f9ed8b","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":36,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T14:09:23-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_49133f647b480888882d8f9ed8b","X-RetellAI-SipTraceId":"call_49133f647b480888882d8f9ed8b","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776276611456,"end_timestamp":1776276771174,"duration_ms":159718,"transcript":"Agent: Hello, may I please speak with Gil?\nUser: Hello? Speaking. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Oh, go ahead. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \nWhich one best describes your situation?\nUser: Advancing my payroll career. \nAgent: Thank you. \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 four. \nAgent: Thank you for sharing that.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: It's eighteen to thirty. \nAgent: Thank you.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: No. \nAgent: Thank you for letting me know. Could you tell me the main reason you decided not to renew your membership?Is it because: \n1. You are no longer working in payroll. \n2. You didn’t use the membership enough, or payroll wasn’t complex for you. \n3. You’re temporarily out of a payroll job. \n4. You felt the benefits were useful, but the fee wasn’t worth it. \nIf you have another reason, you can tell me what it is. Which of these best describes your situation?\nUser: I'm I'm actually on paternity leave, so I don't need it. \nAgent: Thank you for sharing that. I understand that you’re temporarily out of a payroll job due to paternity leave.Just so you know, when you’re ready to return, renewing your Professional membership can help you stay updated and connected. With this being said, will you be open to renewing your Professional Membership today?\nUser: No. Not today. \nAgent: No problem at all. Thank you for sharing your feedback and for your time today. Have a good day and goodbye.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.29645458984375,"end":1.792818115234375},{"word":"may ","start":1.792818115234375,"end":1.992818115234375},{"word":"I ","start":1.992818115234375,"end":2.077363525390625},{"word":"please ","start":2.077363525390625,"end":2.299181884765625},{"word":"speak ","start":2.299181884765625,"end":2.5419091796875},{"word":"with ","start":2.5419091796875,"end":2.6900908203125},{"word":"Gil?","start":2.6900908203125,"end":3.132818115234375}],"metadata":{"response_id":0}},{"role":"user","content":"Hello? Speaking. ","words":[{"word":"Hello? ","start":1.2209998999999998,"end":1.6209999},{"word":"Speaking. ","start":4.2909999999999995,"end":4.611}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":5.884272705078125,"end":6.42245458984375},{"word":"My ","start":6.47323486328125,"end":6.621416748046875},{"word":"name ","start":6.621416748046875,"end":6.779598388671875},{"word":"is ","start":6.779598388671875,"end":6.905962158203125},{"word":"Ellen, ","start":6.905962158203125,"end":7.148689453125},{"word":"and ","start":7.148689453125,"end":7.265052978515625},{"word":"I’m ","start":7.265052978515625,"end":7.41323486328125},{"word":"calling ","start":7.41323486328125,"end":7.729598388671875},{"word":"on ","start":7.729598388671875,"end":7.8777802734375},{"word":"behalf ","start":7.8777802734375,"end":8.18323486328125},{"word":"of ","start":8.18323486328125,"end":8.2577802734375},{"word":"the ","start":8.2577802734375,"end":8.36323486328125},{"word":"National ","start":8.36323486328125,"end":8.711416748046876},{"word":"Payroll ","start":8.711416748046876,"end":9.059598388671875},{"word":"Institute, ","start":9.059598388671875,"end":9.57687109375},{"word":"NPI. 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","words":[{"word":"Oh, ","start":20.241,"end":20.561},{"word":"go ","start":20.561,"end":20.801000000000002},{"word":"ahead. ","start":20.801000000000002,"end":20.881}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","start":48.131,"end":48.531002}]},{"role":"agent","content":"Thank you. \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":"Thank ","start":49.883636474609375,"end":50.2009091796875},{"word":"you. 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","words":[{"word":"I ","start":60.581,"end":60.901},{"word":"would ","start":60.901,"end":61.141},{"word":"say ","start":61.141,"end":61.381},{"word":"four. ","start":61.381,"end":61.781}]},{"role":"agent","content":"Thank you for sharing that.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":63.38263647460938,"end":63.63536352539062},{"word":"you ","start":63.63536352539062,"end":63.75172729492188},{"word":"for ","start":63.75172729492188,"end":63.889},{"word":"sharing ","start":63.889,"end":64.2480908203125},{"word":"that.","start":64.2480908203125,"end":64.6699091796875},{"word":"\n\nNow, ","start":64.71394311523437,"end":64.8730341796875},{"word":"for ","start":64.8730341796875,"end":65.0312158203125},{"word":"statistical ","start":65.0312158203125,"end":65.66394311523437},{"word":"purposes ","start":65.66394311523437,"end":66.1812158203125},{"word":"only, ","start":66.1812158203125,"end":66.45576147460937},{"word":"could ","start":66.45576147460937,"end":66.65667041015625},{"word":"you ","start":66.65667041015625,"end":66.79394311523437},{"word":"please ","start":66.79394311523437,"end":67.06757958984375},{"word":"tell ","start":67.06757958984375,"end":67.342125},{"word":"us ","start":67.342125,"end":67.46939770507812},{"word":"your ","start":67.46939770507812,"end":67.64848852539062},{"word":"age ","start":67.64848852539062,"end":67.8912158203125},{"word":"range?","start":67.8912158203125,"end":68.38757958984375},{"word":" Is ","start":68.44202661132813,"end":68.57929931640625},{"word":"it ","start":68.57929931640625,"end":68.68475390625},{"word":"18 ","start":68.68475390625,"end":69.07566284179687},{"word":"to ","start":69.07566284179687,"end":69.16020825195312},{"word":"30?","start":69.16020825195312,"end":69.62475390625},{"word":" 31 ","start":69.67948486328125,"end":69.964939453125},{"word":"to ","start":69.964939453125,"end":70.1440302734375},{"word":"45? 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. 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","words":[{"word":"No. ","start":152.53100999999998,"end":152.93099999999998},{"word":"Not ","start":152.93099999999998,"end":153.17101},{"word":"today. ","start":153.17101,"end":153.49099999999999}]},{"role":"agent","content":"No problem at all. Thank you for sharing your feedback and for your time today. Have a good day and goodbye.","words":[{"word":"No ","start":154.81718188476563,"end":154.98627270507814},{"word":"problem ","start":154.98627270507814,"end":155.27081811523436},{"word":"at ","start":155.27081811523436,"end":155.36627270507813},{"word":"all. 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","words":[{"word":"Oh, ","start":20.241,"end":20.561},{"word":"go ","start":20.561,"end":20.801000000000002},{"word":"ahead. ","start":20.801000000000002,"end":20.881}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","start":48.131,"end":48.531002}]},{"role":"agent","content":"Thank you. \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":"Thank ","start":49.883636474609375,"end":50.2009091796875},{"word":"you. 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","words":[{"word":"I ","start":60.581,"end":60.901},{"word":"would ","start":60.901,"end":61.141},{"word":"say ","start":61.141,"end":61.381},{"word":"four. ","start":61.381,"end":61.781}]},{"role":"agent","content":"Thank you for sharing that.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. 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Mandatory phrase detection is Yes because all required phrases were present in the call.","IVR_detector":"No","call_sequence":"5 questions asked","Concern-Question":"","Lead Status":"Refused","called_by":"","Withdrawal date":""}},"data_storage_setting":"everything","llm_token_usage":{"values":[9014,9017,10132,10109,10339,10312,10147,10390,10649,10652],"average":10076.1,"num_requests":10},"tool_calls":[{"tool_call_id":"6198dca84377005d","name":"end_call","type":"end_call","start_time_sec":159.712}],"from_number":"+14375242727","to_number":"+15144313257","direction":"outbound"},"event_timestamp":1776276779730} ---------------------------------------- EVENT: call_analyzed CONTACT ID: 31090 CALL ID: call_49133f647b480888882d8f9ed8b 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":"168657281","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"278","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T13:12:17-05:00","udate":"2026-04-15T13:13:00-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 13:13:00","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 13:13:00","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 08:37:17","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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 contacted Gil regarding his lapsed Professional membership with the National Payroll Institute and conducted a survey about his membership experience. Gil expressed that he joined to advance his payroll career and rated his satisfaction as 4 out of 5. He declined to renew his membership, citing being on paternity leave as the reason for not needing it currently.","cdate":"2026-01-21T16:07:22-06:00","udate":"2026-04-15T13:13:00-05:00","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":"168657281","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"278","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T13:12:17-05:00","udate":"2026-04-15T13:13:00-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 13:13:00","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 13:13:00","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 08:37:17","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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":"Membership Renewal Declined Due to Paternity Leave","cdate":"2026-01-21T16:07:23-06:00","udate":"2026-04-15T13:13:00-05:00","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 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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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T13:13:01-05:00","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 52 → 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 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 14:17:32 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_a960296f6c26d5c19a5ae7b6e7f","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":36,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T14:14:41-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_a960296f6c26d5c19a5ae7b6e7f","X-RetellAI-SipTraceId":"call_a960296f6c26d5c19a5ae7b6e7f","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776276914816,"end_timestamp":1776277043828,"duration_ms":129012,"transcript":"User: Hello. \nAgent: Hello, may I please speak with Gil?\nAgent: Hello, may I please speak with Gil?\nUser: Yes. This is Gil speaking. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Yeah. Go ahead. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: Getting help with complex payroll issues. \nAgent: Thank you. 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 would say five. \nAgent: Thank you for sharing that. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: It's sixty one or above. \nAgent: Thank you. We’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: No. Sorry. \nAgent: Quick question: can you please tell us in one sentence why you no longer wish to be a member?\nUser: Um, because I'm retired. \nAgent: Thank you for letting me know. \n\nThank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"user","content":"Hello. ","words":[{"word":"Hello. ","start":0.843,"end":1.2429999999999999}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.07845458984375,"end":1.3320908203125},{"word":"may ","start":1.3320908203125,"end":1.45845458984375},{"word":"I ","start":1.45845458984375,"end":1.511181884765625},{"word":"please ","start":1.511181884765625,"end":1.701181884765625},{"word":"speak ","start":1.701181884765625,"end":1.891181884765625},{"word":"with ","start":1.891181884765625,"end":2.02845458984375},{"word":"Gil?","start":2.02845458984375,"end":2.493}],"metadata":{"response_id":0}},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":5.72754541015625,"end":6.054818115234375},{"word":"may ","start":6.054818115234375,"end":6.181181884765625},{"word":"I ","start":6.181181884765625,"end":6.244818115234375},{"word":"please ","start":6.244818115234375,"end":6.444818115234375},{"word":"speak ","start":6.444818115234375,"end":6.634818115234375},{"word":"with ","start":6.634818115234375,"end":6.783},{"word":"Gil?","start":6.783,"end":7.24754541015625}],"metadata":{"response_id":1}},{"role":"user","content":"Yes. This is Gil speaking. ","words":[{"word":"Yes. ","start":8.683,"end":9.082999},{"word":"This ","start":9.082999,"end":9.323},{"word":"is ","start":9.323,"end":9.483},{"word":"Gil ","start":9.483,"end":9.802999999999999},{"word":"speaking. ","start":9.802999999999999,"end":10.043}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. 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","words":[{"word":"Getting ","start":52.823,"end":53.063},{"word":"help ","start":53.063,"end":53.463},{"word":"with ","start":53.463,"end":53.943002},{"word":"complex ","start":53.943002,"end":54.583000000000006},{"word":"payroll ","start":54.583000000000006,"end":55.063},{"word":"issues. ","start":55.063,"end":55.383}]},{"role":"agent","content":"Thank you. 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?","words":[{"word":"Thank ","start":57.50163647460938,"end":57.7970908203125},{"word":"you. 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","words":[{"word":"I ","start":69.853,"end":70.09299999999999},{"word":"would ","start":70.09299999999999,"end":70.333},{"word":"say ","start":70.333,"end":70.493},{"word":"five. ","start":70.493,"end":70.893}]},{"role":"agent","content":"Thank you for sharing that. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":72.30772729492188,"end":72.55045458984375},{"word":"you ","start":72.55045458984375,"end":72.6559091796875},{"word":"for ","start":72.6559091796875,"end":72.77227270507812},{"word":"sharing ","start":72.77227270507812,"end":73.08863647460937},{"word":"that. 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. 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","start":113.023,"end":113.422994}]},{"role":"agent","content":"Quick question: can you please tell us in one sentence why you no longer wish to be a member?","words":[{"word":"Quick ","start":115.07254541015625,"end":115.30436352539063},{"word":"question: ","start":115.30436352539063,"end":115.69527270507812},{"word":"can ","start":115.69527270507812,"end":115.86436352539063},{"word":"you ","start":115.86436352539063,"end":115.97981811523438},{"word":"please ","start":115.97981811523438,"end":116.23345458984375},{"word":"tell ","start":116.23345458984375,"end":116.43436352539062},{"word":"us ","start":116.43436352539062,"end":116.53981811523437},{"word":"in ","start":116.53981811523437,"end":116.66618188476562},{"word":"one ","start":116.66618188476562,"end":116.8770908203125},{"word":"sentence ","start":116.8770908203125,"end":117.23618188476563},{"word":"why ","start":117.23618188476563,"end":117.468},{"word":"you ","start":117.468,"end":117.60527270507812},{"word":"no ","start":117.60527270507812,"end":117.73254541015625},{"word":"longer ","start":117.73254541015625,"end":117.99618188476562},{"word":"wish ","start":117.99618188476562,"end":118.17527270507813},{"word":"to ","start":118.17527270507813,"end":118.25981811523438},{"word":"be ","start":118.25981811523438,"end":118.35527270507812},{"word":"a ","start":118.35527270507812,"end":118.408},{"word":"member?","start":118.408,"end":118.87163647460937}],"metadata":{"response_id":9}},{"role":"user","content":"Um, because I'm retired. ","words":[{"word":"Um, ","start":121.993,"end":122.23299999999999},{"word":"because ","start":122.23299999999999,"end":122.473005},{"word":"I'm ","start":122.473005,"end":122.953},{"word":"retired. ","start":122.953,"end":123.51300499999999}]},{"role":"agent","content":"Thank you for letting me know. \n\nThank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"Thank ","start":124.93263647460938,"end":125.16445458984376},{"word":"you ","start":125.16445458984376,"end":125.2599091796875},{"word":"for ","start":125.2599091796875,"end":125.37536352539063},{"word":"letting ","start":125.37536352539063,"end":125.6180908203125},{"word":"me ","start":125.6180908203125,"end":125.70263647460938},{"word":"know. 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","start":0.843,"end":1.2429999999999999}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.07845458984375,"end":1.3320908203125},{"word":"may ","start":1.3320908203125,"end":1.45845458984375},{"word":"I ","start":1.45845458984375,"end":1.511181884765625},{"word":"please ","start":1.511181884765625,"end":1.701181884765625},{"word":"speak ","start":1.701181884765625,"end":1.891181884765625},{"word":"with ","start":1.891181884765625,"end":2.02845458984375},{"word":"Gil?","start":2.02845458984375,"end":2.493}],"metadata":{"response_id":0}},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":5.72754541015625,"end":6.054818115234375},{"word":"may ","start":6.054818115234375,"end":6.181181884765625},{"word":"I ","start":6.181181884765625,"end":6.244818115234375},{"word":"please ","start":6.244818115234375,"end":6.444818115234375},{"word":"speak ","start":6.444818115234375,"end":6.634818115234375},{"word":"with ","start":6.634818115234375,"end":6.783},{"word":"Gil?","start":6.783,"end":7.24754541015625}],"metadata":{"response_id":1}},{"role":"user","content":"Yes. This is Gil speaking. ","words":[{"word":"Yes. ","start":8.683,"end":9.082999},{"word":"This ","start":9.082999,"end":9.323},{"word":"is ","start":9.323,"end":9.483},{"word":"Gil ","start":9.483,"end":9.802999999999999},{"word":"speaking. ","start":9.802999999999999,"end":10.043}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":11.59945458984375,"end":12.254},{"word":"My ","start":12.30485986328125,"end":12.432132568359375},{"word":"name ","start":12.432132568359375,"end":12.5694052734375},{"word":"is ","start":12.5694052734375,"end":12.67485986328125},{"word":"Ellen, ","start":12.67485986328125,"end":12.970314453125},{"word":"and ","start":12.970314453125,"end":13.096677978515626},{"word":"I’m ","start":13.096677978515626,"end":13.23395068359375},{"word":"calling ","start":13.23395068359375,"end":13.5294052734375},{"word":"on ","start":13.5294052734375,"end":13.666677978515626},{"word":"behalf ","start":13.666677978515626,"end":14.0994052734375},{"word":"of ","start":14.0994052734375,"end":14.22576904296875},{"word":"the ","start":14.22576904296875,"end":14.332132568359375},{"word":"National ","start":14.332132568359375,"end":14.65849609375},{"word":"Payroll ","start":14.65849609375,"end":15.017587158203124},{"word":"Institute, ","start":15.017587158203124,"end":15.52395068359375},{"word":"NPI. 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Go ahead. ","words":[{"word":"Yeah. ","start":26.173002,"end":26.653001},{"word":"Go ","start":26.653001,"end":26.733000999999998},{"word":"ahead. ","start":26.733000999999998,"end":26.893}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","words":[{"word":"Getting ","start":52.823,"end":53.063},{"word":"help ","start":53.063,"end":53.463},{"word":"with ","start":53.463,"end":53.943002},{"word":"complex ","start":53.943002,"end":54.583000000000006},{"word":"payroll ","start":54.583000000000006,"end":55.063},{"word":"issues. ","start":55.063,"end":55.383}]},{"role":"agent","content":"Thank you. 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?","words":[{"word":"Thank ","start":57.50163647460938,"end":57.7970908203125},{"word":"you. 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?","words":[{"word":"Thank ","start":85.77963647460938,"end":86.1069091796875},{"word":"you.","start":86.1069091796875,"end":86.51781811523438},{"word":" We’d ","start":86.56410986328125,"end":86.75410986328124},{"word":"love ","start":86.75410986328124,"end":86.94410986328126},{"word":"to ","start":86.94410986328126,"end":87.039564453125},{"word":"see ","start":87.039564453125,"end":87.18683715820312},{"word":"you ","start":87.18683715820312,"end":87.29320068359375},{"word":"gain ","start":87.29320068359375,"end":87.47229174804687},{"word":"your ","start":87.47229174804687,"end":87.609564453125},{"word":"designation ","start":87.609564453125,"end":88.179564453125},{"word":"back ","start":88.179564453125,"end":88.46410986328125},{"word":"and ","start":88.46410986328125,"end":88.59138256835938},{"word":"continue ","start":88.59138256835938,"end":89.01320068359375},{"word":"benefiting ","start":89.01320068359375,"end":89.42501904296876},{"word":"from ","start":89.42501904296876,"end":89.56229174804687},{"word":"our ","start":89.56229174804687,"end":89.699564453125},{"word":"services.","start":89.699564453125,"end":90.4486552734375},{"word":" As ","start":90.47082568359374,"end":90.68173486328125},{"word":"a ","start":90.68173486328125,"end":90.7562802734375},{"word":"member, ","start":90.7562802734375,"end":91.06173486328125},{"word":"you ","start":91.06173486328125,"end":91.20991674804688},{"word":"get ","start":91.20991674804688,"end":91.44173486328125},{"word":"unlimited ","start":91.44173486328125,"end":91.95900756835937},{"word":"help ","start":91.95900756835937,"end":92.45537109375},{"word":"with ","start":92.45537109375,"end":92.70900756835937},{"word":"complex ","start":92.70900756835937,"end":93.16264404296875},{"word":"payroll ","start":93.16264404296875,"end":93.52173486328125},{"word":"issues, ","start":93.52173486328125,"end":94.29173486328125},{"word":"constant ","start":94.29173486328125,"end":94.73537109375},{"word":"updates ","start":94.73537109375,"end":95.09355297851563},{"word":"on ","start":95.09355297851563,"end":95.23082568359375},{"word":"changes ","start":95.23082568359375,"end":95.60082568359375},{"word":"in ","start":95.60082568359375,"end":95.7162802734375},{"word":"payroll, ","start":95.7162802734375,"end":96.81446215820313},{"word":"preferred ","start":96.81446215820313,"end":97.2262802734375},{"word":"member ","start":97.2262802734375,"end":97.48991674804688},{"word":"rates ","start":97.48991674804688,"end":97.72173486328126},{"word":"for ","start":97.72173486328126,"end":97.86991674804688},{"word":"professional ","start":97.86991674804688,"end":98.32355297851562},{"word":"development ","start":98.32355297851562,"end":98.74537109375},{"word":"seminars, ","start":98.74537109375,"end":99.92809838867187},{"word":"networking ","start":99.92809838867187,"end":100.45537109375},{"word":"with ","start":100.45537109375,"end":100.62446215820313},{"word":"other ","start":100.62446215820313,"end":100.867189453125},{"word":"payroll ","start":100.867189453125,"end":101.13082568359376},{"word":"professionals ","start":101.13082568359376,"end":101.20446215820313},{"word":"locally ","start":101.20446215820313,"end":101.78537109375},{"word":"and ","start":101.78537109375,"end":102.24991674804687},{"word":"across ","start":102.24991674804687,"end":102.35537109375},{"word":"Canada, ","start":102.35537109375,"end":102.68264404296875},{"word":"support ","start":102.68264404296875,"end":103.45264404296876},{"word":"with ","start":103.45264404296876,"end":103.81173486328125},{"word":"recruiting ","start":103.81173486328125,"end":103.98082568359375},{"word":"payroll ","start":103.98082568359375,"end":104.34991674804688},{"word":"professionals, ","start":104.34991674804688,"end":104.6562802734375},{"word":"and ","start":104.6562802734375,"end":105.55355297851563},{"word":"discounts ","start":105.55355297851563,"end":105.75355297851563},{"word":"in ","start":105.75355297851563,"end":106.207189453125},{"word":"many ","start":106.207189453125,"end":106.30264404296875},{"word":"retail ","start":106.30264404296875,"end":106.52446215820312},{"word":"stores ","start":106.52446215820312,"end":106.89355297851563},{"word":"and ","start":106.89355297851563,"end":107.25264404296875},{"word":"services ","start":107.25264404296875,"end":107.36809838867188},{"word":"using ","start":107.36809838867188,"end":107.8962802734375},{"word":"MembersPerks. 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","start":113.023,"end":113.422994}]},{"role":"agent","content":"Quick question: can you please tell us in one sentence why you no longer wish to be a member?","words":[{"word":"Quick ","start":115.07254541015625,"end":115.30436352539063},{"word":"question: ","start":115.30436352539063,"end":115.69527270507812},{"word":"can ","start":115.69527270507812,"end":115.86436352539063},{"word":"you ","start":115.86436352539063,"end":115.97981811523438},{"word":"please ","start":115.97981811523438,"end":116.23345458984375},{"word":"tell ","start":116.23345458984375,"end":116.43436352539062},{"word":"us ","start":116.43436352539062,"end":116.53981811523437},{"word":"in ","start":116.53981811523437,"end":116.66618188476562},{"word":"one ","start":116.66618188476562,"end":116.8770908203125},{"word":"sentence ","start":116.8770908203125,"end":117.23618188476563},{"word":"why ","start":117.23618188476563,"end":117.468},{"word":"you ","start":117.468,"end":117.60527270507812},{"word":"no ","start":117.60527270507812,"end":117.73254541015625},{"word":"longer ","start":117.73254541015625,"end":117.99618188476562},{"word":"wish ","start":117.99618188476562,"end":118.17527270507813},{"word":"to ","start":118.17527270507813,"end":118.25981811523438},{"word":"be ","start":118.25981811523438,"end":118.35527270507812},{"word":"a ","start":118.35527270507812,"end":118.408},{"word":"member?","start":118.408,"end":118.87163647460937}],"metadata":{"response_id":9}},{"role":"user","content":"Um, because I'm retired. 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Skip logic accuracy is 100% since no renewal email was sent early and the survey flow was followed correctly. Verbatim survey compliance is 100% as the agent used exact script wording including mandatory phrases. Mandatory phrase detection is Yes due to full compliance with required phrases.","IVR_detector":"No","call_sequence":"5 questions asked","Concern-Question":"","Lead Status":"Refused","called_by":"","Withdrawal date":""}},"data_storage_setting":"everything","llm_token_usage":{"values":[9014,9015,9032,9037,10152,10162,10359,9331,10167,10169,10446],"average":9716.727272727272,"num_requests":11},"tool_calls":[{"tool_call_id":"0dedcc270f85a135","name":"end_call","type":"end_call","start_time_sec":128.998}],"from_number":"+14375242727","to_number":"+15144313257","direction":"outbound"},"event_timestamp":1776277053015} ---------------------------------------- EVENT: call_analyzed CONTACT ID: 31090 CALL ID: call_a960296f6c26d5c19a5ae7b6e7f 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":"168657281","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"278","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T13:17:24-05:00","udate":"2026-04-15T13:17:33-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 13:17:33","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 13:17:33","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 08:37:17","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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 contacted Gil regarding his lapsed Professional membership with the National Payroll Institute. Gil expressed high satisfaction with the membership but declined to renew because he is retired. The call concluded politely with no further action taken.","cdate":"2026-01-21T16:07:22-06:00","udate":"2026-04-15T13:17:33-05:00","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 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00:00:00","whatsapp_id":"","whatsapp_username":"","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":"Membership Renewal Declined Due to Retirement","cdate":"2026-01-21T16:07:23-06:00","udate":"2026-04-15T13:17:33-05:00","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 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00:00:00","whatsapp_id":"","whatsapp_username":"","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\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\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided\n2026 Apr 15 contact declined renewal because retired","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T13:17:34-05:00","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 52 → 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 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 14:25:09 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_7e1b3eaea23d087589a23c44798","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":36,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided\n2026 Apr 15 contact declined renewal because retired","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T14:21:30-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_7e1b3eaea23d087589a23c44798","X-RetellAI-SipTraceId":"call_7e1b3eaea23d087589a23c44798","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776277331147,"end_timestamp":1776277499995,"duration_ms":168848,"transcript":"Agent: Hello, may I please speak with Gil?\nUser: Hello? This is Jim speaking. \nAgent: Hi Jim, thank you for taking my call. May I please speak with Gil?\nUser: This is Gil. \nAgent: Thank you for confirming. \n\nHi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Yeah. That's okay. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: I would say staying current with payroll legislation. \nAgent: Thank you for sharing that.\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: Let's say four. \nAgent: Thank you.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: It's eighteen to thirty five. \nAgent: Just to make sure I record this correctly, would that fall under 18–30 or 31–45?\nUser: Eighteen to thirty. \nAgent: Thank you for clarifying.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: So \nAgent: Take your time—do you have any questions about the renewal process, or would you \nUser: Uh, \nAgent: like me to send you \nUser: no. No. I said no. I'm not interested. \nAgent: Thank you for letting me know. Quick question: can you please tell us in one sentence why you no longer wish to be a member?\nUser: I'm actually I'm I'm unemployed at the moment. \nAgent: Thank you for sharing that.\n\nWould you be willing to answer a few more survey questions to help us improve our services?\nUser: Uh, yes. \nAgent: Thank you. You’ve already answered the main survey questions, so that’s all I needed.\n\nThank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.30345458984375,"end":1.641636474609375},{"word":"may ","start":1.641636474609375,"end":1.7789091796875},{"word":"I ","start":1.7789091796875,"end":1.85254541015625},{"word":"please ","start":1.85254541015625,"end":2.06345458984375},{"word":"speak ","start":2.06345458984375,"end":2.264363525390625},{"word":"with ","start":2.264363525390625,"end":2.401636474609375},{"word":"Gil?","start":2.401636474609375,"end":2.844363525390625}],"metadata":{"response_id":0}},{"role":"user","content":"Hello? This is Jim speaking. ","words":[{"word":"Hello? ","start":0.914,"end":1.3940000000000001},{"word":"This ","start":4.204,"end":4.524},{"word":"is ","start":4.524,"end":4.684},{"word":"Jim ","start":4.684,"end":4.9239999999999995},{"word":"speaking. ","start":4.9239999999999995,"end":5.244}]},{"role":"agent","content":"Hi Jim, thank you for taking my call. May I please speak with Gil?","words":[{"word":"Hi ","start":6.624272705078125,"end":6.867},{"word":"Jim, ","start":6.867,"end":7.16245458984375},{"word":"thank ","start":7.16245458984375,"end":7.363363525390625},{"word":"you ","start":7.363363525390625,"end":7.468818115234375},{"word":"for ","start":7.468818115234375,"end":7.6060908203125},{"word":"taking ","start":7.6060908203125,"end":7.91154541015625},{"word":"my ","start":7.91154541015625,"end":8.059727294921874},{"word":"call. ","start":8.059727294921874,"end":8.639727294921874},{"word":"May ","start":8.69523486328125,"end":8.843416748046875},{"word":"I ","start":8.843416748046875,"end":8.937962158203124},{"word":"please ","start":8.937962158203124,"end":9.1597802734375},{"word":"speak ","start":9.1597802734375,"end":9.370689453125},{"word":"with ","start":9.370689453125,"end":9.507962158203124},{"word":"Gil?","start":9.507962158203124,"end":9.962507568359374}],"metadata":{"response_id":1}},{"role":"user","content":"This is Gil. ","words":[{"word":"This ","start":11.413999,"end":11.734},{"word":"is ","start":11.734,"end":11.894},{"word":"Gil. ","start":11.894,"end":12.133999000000001}]},{"role":"agent","content":"Thank you for confirming. \n\nHi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Thank ","start":13.367636474609375,"end":13.58945458984375},{"word":"you ","start":13.58945458984375,"end":13.6949091796875},{"word":"for ","start":13.6949091796875,"end":13.8430908203125},{"word":"confirming.","start":13.8430908203125,"end":14.560363525390626},{"word":" \n\nHi.","start":14.613526611328124,"end":15.162617431640625},{"word":"My ","start":15.20985986328125,"end":15.347132568359376},{"word":"name ","start":15.347132568359376,"end":15.506223388671875},{"word":"is ","start":15.506223388671875,"end":15.642587158203124},{"word":"Ellen, ","start":15.642587158203124,"end":16.012587158203125},{"word":"and ","start":16.012587158203125,"end":16.22349609375},{"word":"I’m ","start":16.22349609375,"end":16.36076904296875},{"word":"calling ","start":16.36076904296875,"end":16.656223388671876},{"word":"on ","start":16.656223388671876,"end":16.761677978515625},{"word":"behalf ","start":16.761677978515625,"end":17.057132568359375},{"word":"of ","start":17.057132568359375,"end":17.141677978515624},{"word":"the ","start":17.141677978515624,"end":17.237132568359375},{"word":"National ","start":17.237132568359375,"end":17.595314453125},{"word":"Payroll ","start":17.595314453125,"end":17.912587158203124},{"word":"Institute, ","start":17.912587158203124,"end":18.41895068359375},{"word":"NPI. 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That's okay. ","words":[{"word":"Yeah. ","start":28.844001,"end":29.164001},{"word":"That's ","start":29.164001,"end":29.404},{"word":"okay. ","start":29.404,"end":29.644}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","words":[{"word":"I ","start":56.614,"end":56.934},{"word":"would ","start":56.934,"end":57.174},{"word":"say ","start":57.174,"end":57.414},{"word":"staying ","start":57.814,"end":58.294},{"word":"current ","start":58.294,"end":58.854},{"word":"with ","start":58.854,"end":59.413997},{"word":"payroll ","start":59.413997,"end":60.374},{"word":"legislation. ","start":60.374,"end":60.933997999999995}]},{"role":"agent","content":"Thank you for sharing that.\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":"Thank ","start":62.37263647460937,"end":62.59445458984375},{"word":"you ","start":62.59445458984375,"end":62.710818115234375},{"word":"for ","start":62.710818115234375,"end":62.81627270507813},{"word":"sharing ","start":62.81627270507813,"end":63.0799091796875},{"word":"that.","start":63.0799091796875,"end":63.396272705078125},{"word":"\n\nNow, ","start":63.4284091796875,"end":63.68204541015625},{"word":"on ","start":63.68204541015625,"end":63.82931811523437},{"word":"a ","start":63.82931811523437,"end":63.89295458984375},{"word":"scale ","start":63.89295458984375,"end":64.1884091796875},{"word":"of ","start":64.1884091796875,"end":64.29386352539062},{"word":"1 ","start":64.29386352539062,"end":64.42113647460937},{"word":"to ","start":64.42113647460937,"end":64.51568188476563},{"word":"5, ","start":64.51568188476563,"end":64.83204541015625},{"word":"with ","start":64.83204541015625,"end":65.01204541015625},{"word":"5 ","start":65.01204541015625,"end":65.36022729492187},{"word":"being ","start":65.36022729492187,"end":65.60295458984375},{"word":"very ","start":65.60295458984375,"end":65.83477270507812},{"word":"satisfied ","start":65.83477270507812,"end":66.42568188476562},{"word":"and ","start":66.42568188476562,"end":66.61568188476562},{"word":"1 ","start":66.61568188476562,"end":66.80568188476562},{"word":"being ","start":66.80568188476562,"end":67.0275},{"word":"very ","start":67.0275,"end":67.24931811523437},{"word":"dissatisfied, ","start":67.24931811523437,"end":68.23113647460937},{"word":"how ","start":68.23113647460937,"end":68.40022729492188},{"word":"would ","start":68.40022729492188,"end":68.58931811523438},{"word":"you ","start":68.58931811523438,"end":68.82204541015625},{"word":"rate ","start":68.82204541015625,"end":69.05386352539062},{"word":"your ","start":69.05386352539062,"end":69.21204541015625},{"word":"overall ","start":69.21204541015625,"end":69.53931811523438},{"word":"satisfaction ","start":69.53931811523438,"end":70.0784091796875},{"word":"with ","start":70.0784091796875,"end":70.21477270507812},{"word":"your ","start":70.21477270507812,"end":70.37386352539062},{"word":"NPI ","start":70.37386352539062,"end":70.75386352539063},{"word":"membership ","start":70.75386352539063,"end":71.15477270507813},{"word":"experience?","start":71.15477270507813,"end":71.89295458984375}],"metadata":{"response_id":7}},{"role":"user","content":"Let's say four. ","words":[{"word":"Let's ","start":73.284,"end":73.68400000000001},{"word":"say ","start":73.68400000000001,"end":73.84400500000001},{"word":"four. ","start":73.84400500000001,"end":74.084}]},{"role":"agent","content":"Thank you.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":75.45863647460938,"end":75.7540908203125},{"word":"you.","start":75.7540908203125,"end":76.10227270507812},{"word":"\n\nNow, ","start":76.15915161132813,"end":76.3709697265625},{"word":"for ","start":76.3709697265625,"end":76.51824243164063},{"word":"statistical ","start":76.51824243164063,"end":77.01460595703125},{"word":"purposes ","start":77.01460595703125,"end":77.39460595703125},{"word":"only, ","start":77.39460595703125,"end":77.63733325195312},{"word":"could ","start":77.63733325195312,"end":77.77460595703126},{"word":"you ","start":77.77460595703126,"end":77.880060546875},{"word":"please ","start":77.880060546875,"end":78.11187890625},{"word":"tell ","start":78.11187890625,"end":78.30187890625},{"word":"us ","start":78.30187890625,"end":78.52369702148438},{"word":"your ","start":78.52369702148438,"end":78.80915161132812},{"word":"age ","start":78.80915161132812,"end":79.030060546875},{"word":"range?","start":79.030060546875,"end":79.57915161132813},{"word":" Is ","start":79.62215161132812,"end":79.72851513671876},{"word":"it ","start":79.72851513671876,"end":79.823060546875},{"word":"18 ","start":79.823060546875,"end":80.203060546875},{"word":"to ","start":80.203060546875,"end":80.30851513671875},{"word":"30?","start":80.30851513671875,"end":80.93124243164063},{"word":" 31 ","start":80.94836743164062,"end":81.24382202148438},{"word":"to ","start":81.24382202148438,"end":81.40200390625},{"word":"45? ","start":81.40200390625,"end":81.49654931640625},{"word":"46 ","start":82.25298486328126,"end":82.48571215820313},{"word":"to ","start":82.48571215820313,"end":82.7075302734375},{"word":"60? ","start":82.7075302734375,"end":82.79207568359375},{"word":"Or ","start":83.43806811523437,"end":83.58625},{"word":"61 ","start":83.58625,"end":83.90261352539062},{"word":"or ","start":83.90261352539062,"end":84.02988647460937},{"word":"above?","start":84.02988647460937,"end":84.1353408203125}],"metadata":{"response_id":8}},{"role":"user","content":"It's eighteen to thirty five. ","words":[{"word":"It's ","start":86.17401000000001,"end":86.49401},{"word":"eighteen ","start":86.49401,"end":86.974},{"word":"to ","start":86.974,"end":87.21400000000001},{"word":"thirty ","start":87.21400000000001,"end":87.454006},{"word":"five. ","start":87.454006,"end":87.694}]},{"role":"agent","content":"Just to make sure I record this correctly, would that fall under 18–30 or 31–45?","words":[{"word":"Just ","start":89.54436352539062,"end":89.75527270507813},{"word":"to ","start":89.75527270507813,"end":89.83981811523438},{"word":"make ","start":89.83981811523438,"end":89.96618188476563},{"word":"sure ","start":89.96618188476563,"end":90.12436352539062},{"word":"I ","start":90.12436352539062,"end":90.21981811523438},{"word":"record ","start":90.21981811523438,"end":90.50436352539063},{"word":"this ","start":90.50436352539063,"end":90.66254541015626},{"word":"correctly, ","start":90.66254541015626,"end":91.10618188476562},{"word":"would ","start":91.10618188476562,"end":91.27527270507812},{"word":"that ","start":91.27527270507812,"end":91.44436352539063},{"word":"fall ","start":91.44436352539063,"end":91.65527270507812},{"word":"under ","start":91.65527270507812,"end":91.86618188476562},{"word":"18–30 ","start":91.86618188476562,"end":92.23527270507813},{"word":"or ","start":92.23527270507813,"end":92.52072729492187},{"word":"31–45?","start":92.52072729492187,"end":92.63618188476562}],"metadata":{"response_id":9}},{"role":"user","content":"Eighteen to thirty. ","words":[{"word":"Eighteen ","start":96.534,"end":96.93400000000001},{"word":"to ","start":96.93400000000001,"end":97.174},{"word":"thirty. ","start":97.174,"end":97.414005}]},{"role":"agent","content":"Thank you for clarifying.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. 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No. I said no. I'm not interested. ","words":[{"word":"no. ","start":135.114,"end":135.51399999999998},{"word":"No. ","start":135.51399999999998,"end":135.834},{"word":"I ","start":135.834,"end":136.07399999999998},{"word":"said ","start":136.07399999999998,"end":136.394},{"word":"no. ","start":136.394,"end":136.714},{"word":"I'm ","start":136.714,"end":136.95399999999998},{"word":"not ","start":136.95399999999998,"end":137.19398999999999},{"word":"interested. ","start":137.19398999999999,"end":137.51399999999998}]},{"role":"agent","content":"Thank you for letting me know. Quick question: can you please tell us in one sentence why you no longer wish to be a member?","words":[{"word":"Thank ","start":138.95963647460937,"end":139.19236352539062},{"word":"you ","start":139.19236352539062,"end":139.29781811523438},{"word":"for ","start":139.29781811523438,"end":139.40327270507814},{"word":"letting ","start":139.40327270507814,"end":139.646},{"word":"me ","start":139.646,"end":139.73054541015625},{"word":"know. 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","words":[{"word":"I'm ","start":146.524,"end":147.084},{"word":"actually ","start":147.084,"end":147.48399999999998},{"word":"I'm ","start":148.164,"end":148.48399999999998},{"word":"I'm ","start":148.48399999999998,"end":148.804},{"word":"unemployed ","start":148.804,"end":149.444},{"word":"at ","start":149.444,"end":149.76399999999998},{"word":"the ","start":149.76399999999998,"end":149.92399999999998},{"word":"moment. ","start":149.92399999999998,"end":150.24399}]},{"role":"agent","content":"Thank you for sharing that.\n\nWould you be willing to answer a few more survey questions to help us improve our services?","words":[{"word":"Thank ","start":152.27763647460938,"end":152.54127270507811},{"word":"you ","start":152.54127270507811,"end":152.65763647460938},{"word":"for ","start":152.65763647460938,"end":152.7949091796875},{"word":"sharing ","start":152.7949091796875,"end":153.1430908203125},{"word":"that.","start":153.1430908203125,"end":153.5230908203125},{"word":"\n\nWould ","start":153.56635986328126,"end":153.76635986328125},{"word":"you ","start":153.76635986328125,"end":153.89363256835938},{"word":"be ","start":153.89363256835938,"end":153.98817797851564},{"word":"willing ","start":153.98817797851564,"end":154.251814453125},{"word":"to ","start":154.251814453125,"end":154.36817797851563},{"word":"answer ","start":154.36817797851563,"end":154.65363256835937},{"word":"a ","start":154.65363256835937,"end":154.74817797851563},{"word":"few ","start":154.74817797851563,"end":154.91726904296874},{"word":"more ","start":154.91726904296874,"end":155.10726904296874},{"word":"survey ","start":155.10726904296874,"end":155.44454174804687},{"word":"questions ","start":155.44454174804687,"end":155.85635986328126},{"word":"to ","start":155.85635986328126,"end":155.961814453125},{"word":"help ","start":155.961814453125,"end":156.17272338867187},{"word":"us ","start":156.17272338867187,"end":156.30999609375},{"word":"improve ","start":156.30999609375,"end":156.64817797851563},{"word":"our ","start":156.64817797851563,"end":156.78545068359375},{"word":"services?","start":156.78545068359375,"end":157.50272338867188}],"metadata":{"response_id":17}},{"role":"user","content":"Uh, yes. ","words":[{"word":"Uh, ","start":160.17399999999998,"end":160.494},{"word":"yes. ","start":160.494,"end":160.73399999999998}]},{"role":"agent","content":"Thank you. You’ve already answered the main survey questions, so that’s all I needed.\n\nThank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"Thank ","start":162.31354541015625,"end":162.609},{"word":"you. 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This is Jim speaking. ","words":[{"word":"Hello? ","start":0.914,"end":1.3940000000000001},{"word":"This ","start":4.204,"end":4.524},{"word":"is ","start":4.524,"end":4.684},{"word":"Jim ","start":4.684,"end":4.9239999999999995},{"word":"speaking. ","start":4.9239999999999995,"end":5.244}]},{"role":"agent","content":"Hi Jim, thank you for taking my call. May I please speak with Gil?","words":[{"word":"Hi ","start":6.624272705078125,"end":6.867},{"word":"Jim, ","start":6.867,"end":7.16245458984375},{"word":"thank ","start":7.16245458984375,"end":7.363363525390625},{"word":"you ","start":7.363363525390625,"end":7.468818115234375},{"word":"for ","start":7.468818115234375,"end":7.6060908203125},{"word":"taking ","start":7.6060908203125,"end":7.91154541015625},{"word":"my ","start":7.91154541015625,"end":8.059727294921874},{"word":"call. 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I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Thank ","start":13.367636474609375,"end":13.58945458984375},{"word":"you ","start":13.58945458984375,"end":13.6949091796875},{"word":"for ","start":13.6949091796875,"end":13.8430908203125},{"word":"confirming.","start":13.8430908203125,"end":14.560363525390626},{"word":" \n\nHi.","start":14.613526611328124,"end":15.162617431640625},{"word":"My ","start":15.20985986328125,"end":15.347132568359376},{"word":"name ","start":15.347132568359376,"end":15.506223388671875},{"word":"is ","start":15.506223388671875,"end":15.642587158203124},{"word":"Ellen, ","start":15.642587158203124,"end":16.012587158203125},{"word":"and ","start":16.012587158203125,"end":16.22349609375},{"word":"I’m ","start":16.22349609375,"end":16.36076904296875},{"word":"calling ","start":16.36076904296875,"end":16.656223388671876},{"word":"on ","start":16.656223388671876,"end":16.761677978515625},{"word":"behalf ","start":16.761677978515625,"end":17.057132568359375},{"word":"of ","start":17.057132568359375,"end":17.141677978515624},{"word":"the ","start":17.141677978515624,"end":17.237132568359375},{"word":"National ","start":17.237132568359375,"end":17.595314453125},{"word":"Payroll ","start":17.595314453125,"end":17.912587158203124},{"word":"Institute, ","start":17.912587158203124,"end":18.41895068359375},{"word":"NPI. 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That's okay. ","words":[{"word":"Yeah. ","start":28.844001,"end":29.164001},{"word":"That's ","start":29.164001,"end":29.404},{"word":"okay. ","start":29.404,"end":29.644}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","words":[{"word":"I ","start":56.614,"end":56.934},{"word":"would ","start":56.934,"end":57.174},{"word":"say ","start":57.174,"end":57.414},{"word":"staying ","start":57.814,"end":58.294},{"word":"current ","start":58.294,"end":58.854},{"word":"with ","start":58.854,"end":59.413997},{"word":"payroll ","start":59.413997,"end":60.374},{"word":"legislation. ","start":60.374,"end":60.933997999999995}]},{"role":"agent","content":"Thank you for sharing that.\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":"Thank ","start":62.37263647460937,"end":62.59445458984375},{"word":"you ","start":62.59445458984375,"end":62.710818115234375},{"word":"for ","start":62.710818115234375,"end":62.81627270507813},{"word":"sharing ","start":62.81627270507813,"end":63.0799091796875},{"word":"that.","start":63.0799091796875,"end":63.396272705078125},{"word":"\n\nNow, ","start":63.4284091796875,"end":63.68204541015625},{"word":"on ","start":63.68204541015625,"end":63.82931811523437},{"word":"a ","start":63.82931811523437,"end":63.89295458984375},{"word":"scale ","start":63.89295458984375,"end":64.1884091796875},{"word":"of ","start":64.1884091796875,"end":64.29386352539062},{"word":"1 ","start":64.29386352539062,"end":64.42113647460937},{"word":"to ","start":64.42113647460937,"end":64.51568188476563},{"word":"5, ","start":64.51568188476563,"end":64.83204541015625},{"word":"with ","start":64.83204541015625,"end":65.01204541015625},{"word":"5 ","start":65.01204541015625,"end":65.36022729492187},{"word":"being ","start":65.36022729492187,"end":65.60295458984375},{"word":"very ","start":65.60295458984375,"end":65.83477270507812},{"word":"satisfied ","start":65.83477270507812,"end":66.42568188476562},{"word":"and ","start":66.42568188476562,"end":66.61568188476562},{"word":"1 ","start":66.61568188476562,"end":66.80568188476562},{"word":"being ","start":66.80568188476562,"end":67.0275},{"word":"very ","start":67.0275,"end":67.24931811523437},{"word":"dissatisfied, ","start":67.24931811523437,"end":68.23113647460937},{"word":"how ","start":68.23113647460937,"end":68.40022729492188},{"word":"would ","start":68.40022729492188,"end":68.58931811523438},{"word":"you ","start":68.58931811523438,"end":68.82204541015625},{"word":"rate ","start":68.82204541015625,"end":69.05386352539062},{"word":"your ","start":69.05386352539062,"end":69.21204541015625},{"word":"overall ","start":69.21204541015625,"end":69.53931811523438},{"word":"satisfaction ","start":69.53931811523438,"end":70.0784091796875},{"word":"with ","start":70.0784091796875,"end":70.21477270507812},{"word":"your ","start":70.21477270507812,"end":70.37386352539062},{"word":"NPI ","start":70.37386352539062,"end":70.75386352539063},{"word":"membership ","start":70.75386352539063,"end":71.15477270507813},{"word":"experience?","start":71.15477270507813,"end":71.89295458984375}],"metadata":{"response_id":7}},{"role":"user","content":"Let's say four. ","words":[{"word":"Let's ","start":73.284,"end":73.68400000000001},{"word":"say ","start":73.68400000000001,"end":73.84400500000001},{"word":"four. ","start":73.84400500000001,"end":74.084}]},{"role":"agent","content":"Thank you.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":75.45863647460938,"end":75.7540908203125},{"word":"you.","start":75.7540908203125,"end":76.10227270507812},{"word":"\n\nNow, ","start":76.15915161132813,"end":76.3709697265625},{"word":"for ","start":76.3709697265625,"end":76.51824243164063},{"word":"statistical ","start":76.51824243164063,"end":77.01460595703125},{"word":"purposes ","start":77.01460595703125,"end":77.39460595703125},{"word":"only, ","start":77.39460595703125,"end":77.63733325195312},{"word":"could ","start":77.63733325195312,"end":77.77460595703126},{"word":"you ","start":77.77460595703126,"end":77.880060546875},{"word":"please ","start":77.880060546875,"end":78.11187890625},{"word":"tell ","start":78.11187890625,"end":78.30187890625},{"word":"us ","start":78.30187890625,"end":78.52369702148438},{"word":"your ","start":78.52369702148438,"end":78.80915161132812},{"word":"age ","start":78.80915161132812,"end":79.030060546875},{"word":"range?","start":79.030060546875,"end":79.57915161132813},{"word":" Is ","start":79.62215161132812,"end":79.72851513671876},{"word":"it ","start":79.72851513671876,"end":79.823060546875},{"word":"18 ","start":79.823060546875,"end":80.203060546875},{"word":"to ","start":80.203060546875,"end":80.30851513671875},{"word":"30?","start":80.30851513671875,"end":80.93124243164063},{"word":" 31 ","start":80.94836743164062,"end":81.24382202148438},{"word":"to ","start":81.24382202148438,"end":81.40200390625},{"word":"45? 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","start":87.454006,"end":87.694}]},{"role":"agent","content":"Just to make sure I record this correctly, would that fall under 18–30 or 31–45?","words":[{"word":"Just ","start":89.54436352539062,"end":89.75527270507813},{"word":"to ","start":89.75527270507813,"end":89.83981811523438},{"word":"make ","start":89.83981811523438,"end":89.96618188476563},{"word":"sure ","start":89.96618188476563,"end":90.12436352539062},{"word":"I ","start":90.12436352539062,"end":90.21981811523438},{"word":"record ","start":90.21981811523438,"end":90.50436352539063},{"word":"this ","start":90.50436352539063,"end":90.66254541015626},{"word":"correctly, ","start":90.66254541015626,"end":91.10618188476562},{"word":"would ","start":91.10618188476562,"end":91.27527270507812},{"word":"that ","start":91.27527270507812,"end":91.44436352539063},{"word":"fall ","start":91.44436352539063,"end":91.65527270507812},{"word":"under ","start":91.65527270507812,"end":91.86618188476562},{"word":"18–30 ","start":91.86618188476562,"end":92.23527270507813},{"word":"or ","start":92.23527270507813,"end":92.52072729492187},{"word":"31–45?","start":92.52072729492187,"end":92.63618188476562}],"metadata":{"response_id":9}},{"role":"user","content":"Eighteen to thirty. 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Mandatory Phrase Detection is Yes because all required phrases were present.","IVR_detector":"No","call_sequence":"5 questions asked","Concern-Question":"","Lead Status":"Refused","called_by":"+14375242727","Withdrawal date":""}},"data_storage_setting":"everything","llm_token_usage":{"values":[9014,9020,9047,10168,10168,10179,10179,10180,10397,9349,10385,10223,10256,10440,10557,10598,10601,10719,10597,10597],"average":10133.7,"num_requests":20},"tool_calls":[{"tool_call_id":"f97c7e3309193711","name":"end_call","type":"end_call","start_time_sec":168.842}],"from_number":"+14375242727","to_number":"+15144313257","direction":"outbound"},"event_timestamp":1776277509735} ---------------------------------------- EVENT: call_analyzed CONTACT ID: 31090 CALL ID: call_7e1b3eaea23d087589a23c44798 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":"1676189302","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"278","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T13:24:33-05:00","udate":"2026-04-15T13:25:10-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 13:25:10","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 13:25:10","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 13:20:38","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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 contacted Gil regarding his lapsed NPI Professional membership. Gil shared that he initially joined to stay current with payroll legislation and rated his satisfaction as 4. He declined to renew due to unemployment but agreed to answer survey questions. The call concluded successfully with no issues.","cdate":"2026-01-21T16:07:22-06:00","udate":"2026-04-15T13:25:10-05:00","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 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00:00:00","whatsapp_id":"","whatsapp_username":"","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":"Membership Renewal Declined Due to Unemployment","cdate":"2026-01-21T16:07:23-06:00","udate":"2026-04-15T13:25:10-05:00","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 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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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided\n2026 Apr 15 contact declined renewal because retired\n2026 Apr 15 contact declined renewal due to unemployment","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T13:25:11-05:00","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 52 → 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 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 15:47:04 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_d9b85e48dfbc02405733cfa2b64","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":36,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided\n2026 Apr 15 contact declined renewal because retired\n2026 Apr 15 contact declined renewal due to unemployment","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T15:42:03-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_d9b85e48dfbc02405733cfa2b64","X-RetellAI-SipTraceId":"call_d9b85e48dfbc02405733cfa2b64","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776282191824,"end_timestamp":1776282418223,"duration_ms":226399,"transcript":"User: Hello? \nAgent: Hello, may I please speak with Gil?\nUser: This is Gil speaking. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Sure. Go ahead. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: Hey, Karen. \nAgent: Just to clarify, my name is Ellen, and I’m calling on behalf of the National Payroll Institute. Would you like me to repeat the first question, or are you ready to answer?\nUser: Same current with payroll legislation. \nAgent: Thank you. I’ll record your answer as “Staying current with payroll legislation.”\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 four. \nAgent: Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: It's eighteen to thirty five. \nAgent: Thank you. Just to make sure I record this correctly, would that fall under 18–30 or 31–45?\nUser: Eighteen thirty \nAgent: Thank you for confirming.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks.\n\nWould you be open to renewing your membership today?\nUser: No. \nAgent: Quick question: can you please tell us in one sentence why you no longer wish to be a member?\nUser: I'm unemployed at the moment. \nAgent: Thank you for sharing that.\n\nCould you tell me, would you be willing to answer a few more survey questions to help us improve our services?\nUser: Yes. \nAgent: Thank you, I appreciate your feedback.\n\nCould you tell me the main reason you decided not to renew your membership?Is it because: \n1. You are no longer working in payroll. \n2. You didn’t use the membership enough, or payroll wasn’t complex for you. \n3. You’re temporarily out of a payroll job. \n4. You felt the benefits were useful, but the fee wasn’t worth it. \nIf you have another reason, you can tell me what it is. Which of these best describes your situation?\nUser: I'm not employed at the moment. \nAgent: Thank you for clarifying.\n\nI understand. If you are temporarily out of work, please know that many members find it helpful to maintain their membership so they can stay updated and connected, which can support their job search and career growth. With this being said, will you be open to renewing your Professional Membership today?\nUser: No. \nAgent: No problem at all.Just so you know, there’s also an Associate membership option that you can choose, with no exams or certification requirements, but you'll still get access to all payroll resources and updates and other membership perks. Associate \nUser: No. \nAgent: membership is \nUser: Not interested. \nUser: Thank you. \nAgent: Thank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":0.82299995,"end":1.2229998999999998}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.60745458984375,"end":1.96654541015625},{"word":"may ","start":1.96654541015625,"end":2.124727294921875},{"word":"I ","start":2.124727294921875,"end":2.188363525390625},{"word":"please ","start":2.188363525390625,"end":2.399272705078125},{"word":"speak ","start":2.399272705078125,"end":2.599272705078125},{"word":"with ","start":2.599272705078125,"end":2.758363525390625},{"word":"Gil?","start":2.758363525390625,"end":3.1910908203125}],"metadata":{"response_id":0}},{"role":"user","content":"This is Gil speaking. ","words":[{"word":"This ","start":4.242999999999999,"end":4.483},{"word":"is ","start":4.483,"end":4.643},{"word":"Gil ","start":4.643,"end":4.8829997},{"word":"speaking. ","start":4.8829997,"end":5.122999999999999}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":6.14545458984375,"end":6.6309091796875},{"word":"My ","start":6.68010986328125,"end":6.786473388671875},{"word":"name ","start":6.786473388671875,"end":6.93374609375},{"word":"is ","start":6.93374609375,"end":7.05010986328125},{"word":"Ellen, ","start":7.05010986328125,"end":7.31374609375},{"word":"and ","start":7.31374609375,"end":7.43010986328125},{"word":"I’m ","start":7.43010986328125,"end":7.577382568359375},{"word":"calling ","start":7.577382568359375,"end":7.925564453125},{"word":"on ","start":7.925564453125,"end":8.041927978515625},{"word":"behalf ","start":8.041927978515625,"end":8.41101904296875},{"word":"of ","start":8.41101904296875,"end":8.527382568359375},{"word":"the ","start":8.527382568359375,"end":8.64374609375},{"word":"National ","start":8.64374609375,"end":9.02374609375},{"word":"Payroll ","start":9.02374609375,"end":9.382837158203126},{"word":"Institute, ","start":9.382837158203126,"end":9.868291748046875},{"word":"NPI. 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Go ahead. ","words":[{"word":"Sure. ","start":19.493001,"end":19.893},{"word":"Go ","start":19.893,"end":19.973},{"word":"ahead. ","start":19.973,"end":20.133}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?","words":[{"word":"Perfect, ","start":21.40845458984375,"end":21.746636474609375},{"word":"now ","start":21.746636474609375,"end":21.8939091796875},{"word":"let’s ","start":21.8939091796875,"end":22.094818115234375},{"word":"begin ","start":22.094818115234375,"end":22.316636474609375},{"word":"with ","start":22.316636474609375,"end":22.443},{"word":"the ","start":22.443,"end":22.53754541015625},{"word":"first ","start":22.53754541015625,"end":22.759363525390626},{"word":"question. 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","start":36.81249243164063,"end":37.26612890625},{"word":"Gaining ","start":37.26612890625,"end":37.593401611328126},{"word":"payroll ","start":37.593401611328126,"end":37.96340161132812},{"word":"designation. ","start":37.96340161132812,"end":38.73340161132813},{"word":"\n5. ","start":38.75445068359375,"end":39.081723388671875},{"word":"Networking ","start":39.081723388671875,"end":39.492632568359376},{"word":"with ","start":39.492632568359376,"end":39.6299052734375},{"word":"other ","start":39.6299052734375,"end":39.8099052734375},{"word":"payroll ","start":39.8099052734375,"end":40.083541748046876},{"word":"professionals. ","start":40.083541748046876,"end":40.93899609375},{"word":"\n6. 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","start":46.143,"end":46.382997}]},{"role":"agent","content":"Just to clarify, my name is Ellen, and I’m calling on behalf of the National Payroll Institute. Would you like me to repeat the first question, or are you ready to answer?","words":[{"word":"Just ","start":51.15927270507812,"end":51.34927270507813},{"word":"to ","start":51.34927270507813,"end":51.433818115234374},{"word":"clarify, ","start":51.433818115234374,"end":51.94018188476562},{"word":"my ","start":51.94018188476562,"end":52.045636474609374},{"word":"name ","start":52.045636474609374,"end":52.20381811523438},{"word":"is ","start":52.20381811523438,"end":52.320181884765624},{"word":"Ellen, ","start":52.320181884765624,"end":52.70018188476563},{"word":"and ","start":52.70018188476563,"end":52.869272705078124},{"word":"I’m ","start":52.869272705078124,"end":53.01654541015625},{"word":"calling ","start":53.01654541015625,"end":53.40745458984375},{"word":"on ","start":53.40745458984375,"end":53.533818115234375},{"word":"behalf ","start":53.533818115234375,"end":53.84018188476563},{"word":"of ","start":53.84018188476563,"end":53.92472729492187},{"word":"the ","start":53.92472729492187,"end":54.030181884765625},{"word":"National ","start":54.030181884765625,"end":54.38927270507813},{"word":"Payroll ","start":54.38927270507813,"end":54.72654541015625},{"word":"Institute. ","start":54.72654541015625,"end":55.4129091796875},{"word":"Would ","start":55.436992431640626,"end":55.62699243164062},{"word":"you ","start":55.62699243164062,"end":55.732447021484376},{"word":"like ","start":55.732447021484376,"end":55.90153784179687},{"word":"me ","start":55.90153784179687,"end":55.99699243164063},{"word":"to ","start":55.99699243164063,"end":56.11244702148438},{"word":"repeat ","start":56.11244702148438,"end":56.37699243164062},{"word":"the ","start":56.37699243164062,"end":56.482447021484376},{"word":"first ","start":56.482447021484376,"end":56.71426513671875},{"word":"question, ","start":56.71426513671875,"end":57.242447021484374},{"word":"or ","start":57.242447021484374,"end":57.41062890625},{"word":"are ","start":57.41062890625,"end":57.537901611328124},{"word":"you ","start":57.537901611328124,"end":57.65335595703125},{"word":"ready ","start":57.65335595703125,"end":57.89608325195312},{"word":"to ","start":57.89608325195312,"end":58.04426513671875},{"word":"answer?","start":58.04426513671875,"end":58.66699243164062}],"metadata":{"response_id":3}},{"role":"user","content":"Same current with payroll legislation. ","words":[{"word":"Same ","start":60.733000000000004,"end":61.053000000000004},{"word":"current ","start":61.053000000000004,"end":61.533},{"word":"with ","start":61.533,"end":61.933},{"word":"payroll ","start":61.933,"end":62.893},{"word":"legislation. ","start":62.893,"end":63.533}]},{"role":"agent","content":"Thank you. I’ll record your answer as “Staying current with payroll legislation.”\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":"Thank ","start":65.32363647460937,"end":65.6290908203125},{"word":"you.","start":65.6290908203125,"end":66.02},{"word":" I’ll ","start":66.07735986328125,"end":66.28917797851562},{"word":"record ","start":66.28917797851562,"end":66.59463256835937},{"word":"your ","start":66.59463256835937,"end":66.742814453125},{"word":"answer ","start":66.742814453125,"end":67.05917797851562},{"word":"as ","start":67.05917797851562,"end":67.18554174804687},{"word":"“Staying ","start":67.18554174804687,"end":67.56554174804687},{"word":"current ","start":67.56554174804687,"end":67.81917797851563},{"word":"with ","start":67.81917797851563,"end":67.96735986328125},{"word":"payroll ","start":67.96735986328125,"end":68.272814453125},{"word":"legislation.”","start":68.272814453125,"end":68.99099609375},{"word":"\n\nNow, ","start":69.01461743164063,"end":69.46825390625},{"word":"on ","start":69.46825390625,"end":69.6473447265625},{"word":"a ","start":69.6473447265625,"end":69.71098095703125},{"word":"scale ","start":69.71098095703125,"end":69.96461743164062},{"word":"of ","start":69.96461743164062,"end":70.07007202148438},{"word":"1 ","start":70.07007202148438,"end":70.2173447265625},{"word":"to ","start":70.2173447265625,"end":70.31279931640626},{"word":"5, ","start":70.31279931640626,"end":71.02007202148438},{"word":"with ","start":71.02007202148438,"end":71.23098095703125},{"word":"5 ","start":71.23098095703125,"end":71.47370825195313},{"word":"being ","start":71.47370825195313,"end":71.69552661132812},{"word":"very ","start":71.69552661132812,"end":71.9273447265625},{"word":"satisfied ","start":71.9273447265625,"end":72.45461743164063},{"word":"and ","start":72.45461743164063,"end":72.58189013671876},{"word":"1 ","start":72.58189013671876,"end":72.72916284179688},{"word":"being ","start":72.72916284179688,"end":72.91916284179688},{"word":"very ","start":72.91916284179688,"end":73.13098095703126},{"word":"dissatisfied, ","start":73.13098095703126,"end":74.22825390625},{"word":"how ","start":74.22825390625,"end":74.3973447265625},{"word":"would ","start":74.3973447265625,"end":74.55552661132812},{"word":"you ","start":74.55552661132812,"end":74.68189013671875},{"word":"rate ","start":74.68189013671875,"end":74.87189013671875},{"word":"your ","start":74.87189013671875,"end":75.03007202148437},{"word":"overall ","start":75.03007202148437,"end":75.44189013671875},{"word":"satisfaction ","start":75.44189013671875,"end":76.20189013671875},{"word":"with ","start":76.20189013671875,"end":76.41279931640625},{"word":"your ","start":76.41279931640625,"end":76.57098095703125},{"word":"NPI ","start":76.57098095703125,"end":77.0673447265625},{"word":"membership ","start":77.0673447265625,"end":77.57370825195312},{"word":"experience?","start":77.57370825195312,"end":78.50279931640625}],"metadata":{"response_id":5}},{"role":"user","content":"I would say four. ","words":[{"word":"I ","start":79.303,"end":79.54299999999999},{"word":"would ","start":79.54299999999999,"end":79.783},{"word":"say ","start":79.783,"end":80.023},{"word":"four. ","start":80.023,"end":80.26299999999999}]},{"role":"agent","content":"Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":81.75863647460938,"end":81.97954541015625},{"word":"you ","start":81.97954541015625,"end":82.0959091796875},{"word":"for ","start":82.0959091796875,"end":82.21227270507812},{"word":"your ","start":82.21227270507812,"end":82.35954541015624},{"word":"feedback.","start":82.35954541015624,"end":82.96136352539062},{"word":"\n\nNow, ","start":83.01215161132812,"end":83.18124243164063},{"word":"for ","start":83.18124243164063,"end":83.31851513671874},{"word":"statistical ","start":83.31851513671874,"end":83.783060546875},{"word":"purposes ","start":83.783060546875,"end":84.1839697265625},{"word":"only, ","start":84.1839697265625,"end":84.41669702148438},{"word":"could ","start":84.41669702148438,"end":84.58487890625},{"word":"you ","start":84.58487890625,"end":84.71215161132812},{"word":"please ","start":84.71215161132812,"end":84.96487890625},{"word":"tell ","start":84.96487890625,"end":85.16578784179687},{"word":"us ","start":85.16578784179687,"end":85.26033325195313},{"word":"your ","start":85.26033325195313,"end":85.41942431640625},{"word":"age ","start":85.41942431640625,"end":85.66215161132813},{"word":"range?","start":85.66215161132813,"end":86.22124243164062},{"word":" Is ","start":86.25399243164063,"end":86.43399243164062},{"word":"it ","start":86.43399243164062,"end":86.52853784179688},{"word":"18 ","start":86.52853784179688,"end":86.89762890625},{"word":"to ","start":86.89762890625,"end":86.98217431640624},{"word":"30?","start":86.98217431640624,"end":87.58399243164062},{"word":" 31 ","start":87.63040161132812,"end":87.92676513671876},{"word":"to ","start":87.92676513671876,"end":88.05312890625},{"word":"45? ","start":88.05312890625,"end":88.13767431640625},{"word":"46 ","start":88.90915161132813,"end":89.14187890625},{"word":"to ","start":89.14187890625,"end":89.3209697265625},{"word":"60? ","start":89.3209697265625,"end":89.40551513671875},{"word":"Or ","start":90.01731811523437,"end":90.22913647460938},{"word":"61 ","start":90.22913647460938,"end":90.5345908203125},{"word":"or ","start":90.5345908203125,"end":90.67186352539062},{"word":"above?","start":90.67186352539062,"end":90.7564091796875}],"metadata":{"response_id":6}},{"role":"user","content":"It's eighteen to thirty five. ","words":[{"word":"It's ","start":92.20299,"end":92.602994},{"word":"eighteen ","start":92.602994,"end":93.002996},{"word":"to ","start":93.002996,"end":93.24298999999999},{"word":"thirty ","start":93.24298999999999,"end":93.642995},{"word":"five. ","start":93.642995,"end":93.803}]},{"role":"agent","content":"Thank you. Just to make sure I record this correctly, would that fall under 18–30 or 31–45?","words":[{"word":"Thank ","start":95.00963647460938,"end":95.3050908203125},{"word":"you. 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks.\n\nWould you be open to renewing your membership today?","words":[{"word":"Thank ","start":105.87063647460937,"end":106.09154541015624},{"word":"you ","start":106.09154541015624,"end":106.1979091796875},{"word":"for ","start":106.1979091796875,"end":106.33427270507812},{"word":"confirming.","start":106.33427270507812,"end":107.03154541015626},{"word":"\n\nWe’d ","start":107.07277661132812,"end":107.33641284179687},{"word":"love ","start":107.33641284179687,"end":107.53732202148437},{"word":"to ","start":107.53732202148437,"end":107.62186743164062},{"word":"see ","start":107.62186743164062,"end":107.74823095703125},{"word":"you 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","start":135.133,"end":135.453}]},{"role":"agent","content":"Quick question: can you please tell us in one sentence why you no longer wish to be a member?","words":[{"word":"Quick ","start":136.91654541015626,"end":137.14836352539064},{"word":"question: ","start":137.14836352539064,"end":137.53927270507813},{"word":"can ","start":137.53927270507813,"end":137.68654541015624},{"word":"you ","start":137.68654541015624,"end":137.782},{"word":"please ","start":137.782,"end":137.982},{"word":"tell ","start":137.982,"end":138.1829091796875},{"word":"us ","start":138.1829091796875,"end":138.28836352539062},{"word":"in ","start":138.28836352539062,"end":138.40472729492188},{"word":"one ","start":138.40472729492188,"end":138.58381811523438},{"word":"sentence ","start":138.58381811523438,"end":138.9429091796875},{"word":"why ","start":138.9429091796875,"end":139.16472729492187},{"word":"you ","start":139.16472729492187,"end":139.302},{"word":"no 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Have a good day and goodbye.","words":[{"word":"Thank ","start":223.36563647460937,"end":223.59836352539062},{"word":"you ","start":223.59836352539062,"end":223.71381811523437},{"word":"for ","start":223.71381811523437,"end":223.8410908203125},{"word":"speaking ","start":223.8410908203125,"end":224.15745458984375},{"word":"with ","start":224.15745458984375,"end":224.32654541015626},{"word":"me ","start":224.32654541015626,"end":224.46381811523437},{"word":"today. 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","start":0.82299995,"end":1.2229998999999998}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.60745458984375,"end":1.96654541015625},{"word":"may ","start":1.96654541015625,"end":2.124727294921875},{"word":"I ","start":2.124727294921875,"end":2.188363525390625},{"word":"please ","start":2.188363525390625,"end":2.399272705078125},{"word":"speak ","start":2.399272705078125,"end":2.599272705078125},{"word":"with ","start":2.599272705078125,"end":2.758363525390625},{"word":"Gil?","start":2.758363525390625,"end":3.1910908203125}],"metadata":{"response_id":0}},{"role":"user","content":"This is Gil speaking. ","words":[{"word":"This ","start":4.242999999999999,"end":4.483},{"word":"is ","start":4.483,"end":4.643},{"word":"Gil ","start":4.643,"end":4.8829997},{"word":"speaking. ","start":4.8829997,"end":5.122999999999999}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. 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Go ahead. ","words":[{"word":"Sure. ","start":19.493001,"end":19.893},{"word":"Go ","start":19.893,"end":19.973},{"word":"ahead. ","start":19.973,"end":20.133}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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Would you like me to repeat the first question, or are you ready to answer?","words":[{"word":"Just ","start":51.15927270507812,"end":51.34927270507813},{"word":"to ","start":51.34927270507813,"end":51.433818115234374},{"word":"clarify, ","start":51.433818115234374,"end":51.94018188476562},{"word":"my ","start":51.94018188476562,"end":52.045636474609374},{"word":"name ","start":52.045636474609374,"end":52.20381811523438},{"word":"is ","start":52.20381811523438,"end":52.320181884765624},{"word":"Ellen, ","start":52.320181884765624,"end":52.70018188476563},{"word":"and ","start":52.70018188476563,"end":52.869272705078124},{"word":"I’m ","start":52.869272705078124,"end":53.01654541015625},{"word":"calling ","start":53.01654541015625,"end":53.40745458984375},{"word":"on ","start":53.40745458984375,"end":53.533818115234375},{"word":"behalf ","start":53.533818115234375,"end":53.84018188476563},{"word":"of ","start":53.84018188476563,"end":53.92472729492187},{"word":"the ","start":53.92472729492187,"end":54.030181884765625},{"word":"National ","start":54.030181884765625,"end":54.38927270507813},{"word":"Payroll ","start":54.38927270507813,"end":54.72654541015625},{"word":"Institute. 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","words":[{"word":"Same ","start":60.733000000000004,"end":61.053000000000004},{"word":"current ","start":61.053000000000004,"end":61.533},{"word":"with ","start":61.533,"end":61.933},{"word":"payroll ","start":61.933,"end":62.893},{"word":"legislation. ","start":62.893,"end":63.533}]},{"role":"agent","content":"Thank you. I’ll record your answer as “Staying current with payroll legislation.”\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":"Thank ","start":65.32363647460937,"end":65.6290908203125},{"word":"you.","start":65.6290908203125,"end":66.02},{"word":" I’ll ","start":66.07735986328125,"end":66.28917797851562},{"word":"record ","start":66.28917797851562,"end":66.59463256835937},{"word":"your ","start":66.59463256835937,"end":66.742814453125},{"word":"answer ","start":66.742814453125,"end":67.05917797851562},{"word":"as ","start":67.05917797851562,"end":67.18554174804687},{"word":"“Staying ","start":67.18554174804687,"end":67.56554174804687},{"word":"current ","start":67.56554174804687,"end":67.81917797851563},{"word":"with ","start":67.81917797851563,"end":67.96735986328125},{"word":"payroll ","start":67.96735986328125,"end":68.272814453125},{"word":"legislation.”","start":68.272814453125,"end":68.99099609375},{"word":"\n\nNow, ","start":69.01461743164063,"end":69.46825390625},{"word":"on ","start":69.46825390625,"end":69.6473447265625},{"word":"a ","start":69.6473447265625,"end":69.71098095703125},{"word":"scale ","start":69.71098095703125,"end":69.96461743164062},{"word":"of ","start":69.96461743164062,"end":70.07007202148438},{"word":"1 ","start":70.07007202148438,"end":70.2173447265625},{"word":"to ","start":70.2173447265625,"end":70.31279931640626},{"word":"5, ","start":70.31279931640626,"end":71.02007202148438},{"word":"with ","start":71.02007202148438,"end":71.23098095703125},{"word":"5 ","start":71.23098095703125,"end":71.47370825195313},{"word":"being ","start":71.47370825195313,"end":71.69552661132812},{"word":"very ","start":71.69552661132812,"end":71.9273447265625},{"word":"satisfied ","start":71.9273447265625,"end":72.45461743164063},{"word":"and ","start":72.45461743164063,"end":72.58189013671876},{"word":"1 ","start":72.58189013671876,"end":72.72916284179688},{"word":"being ","start":72.72916284179688,"end":72.91916284179688},{"word":"very ","start":72.91916284179688,"end":73.13098095703126},{"word":"dissatisfied, ","start":73.13098095703126,"end":74.22825390625},{"word":"how ","start":74.22825390625,"end":74.3973447265625},{"word":"would ","start":74.3973447265625,"end":74.55552661132812},{"word":"you ","start":74.55552661132812,"end":74.68189013671875},{"word":"rate ","start":74.68189013671875,"end":74.87189013671875},{"word":"your ","start":74.87189013671875,"end":75.03007202148437},{"word":"overall ","start":75.03007202148437,"end":75.44189013671875},{"word":"satisfaction ","start":75.44189013671875,"end":76.20189013671875},{"word":"with ","start":76.20189013671875,"end":76.41279931640625},{"word":"your ","start":76.41279931640625,"end":76.57098095703125},{"word":"NPI ","start":76.57098095703125,"end":77.0673447265625},{"word":"membership ","start":77.0673447265625,"end":77.57370825195312},{"word":"experience?","start":77.57370825195312,"end":78.50279931640625}],"metadata":{"response_id":5}},{"role":"user","content":"I would say four. ","words":[{"word":"I ","start":79.303,"end":79.54299999999999},{"word":"would ","start":79.54299999999999,"end":79.783},{"word":"say ","start":79.783,"end":80.023},{"word":"four. ","start":80.023,"end":80.26299999999999}]},{"role":"agent","content":"Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":81.75863647460938,"end":81.97954541015625},{"word":"you ","start":81.97954541015625,"end":82.0959091796875},{"word":"for ","start":82.0959091796875,"end":82.21227270507812},{"word":"your ","start":82.21227270507812,"end":82.35954541015624},{"word":"feedback.","start":82.35954541015624,"end":82.96136352539062},{"word":"\n\nNow, ","start":83.01215161132812,"end":83.18124243164063},{"word":"for ","start":83.18124243164063,"end":83.31851513671874},{"word":"statistical ","start":83.31851513671874,"end":83.783060546875},{"word":"purposes ","start":83.783060546875,"end":84.1839697265625},{"word":"only, ","start":84.1839697265625,"end":84.41669702148438},{"word":"could ","start":84.41669702148438,"end":84.58487890625},{"word":"you ","start":84.58487890625,"end":84.71215161132812},{"word":"please ","start":84.71215161132812,"end":84.96487890625},{"word":"tell ","start":84.96487890625,"end":85.16578784179687},{"word":"us ","start":85.16578784179687,"end":85.26033325195313},{"word":"your ","start":85.26033325195313,"end":85.41942431640625},{"word":"age ","start":85.41942431640625,"end":85.66215161132813},{"word":"range?","start":85.66215161132813,"end":86.22124243164062},{"word":" Is ","start":86.25399243164063,"end":86.43399243164062},{"word":"it ","start":86.43399243164062,"end":86.52853784179688},{"word":"18 ","start":86.52853784179688,"end":86.89762890625},{"word":"to ","start":86.89762890625,"end":86.98217431640624},{"word":"30?","start":86.98217431640624,"end":87.58399243164062},{"word":" 31 ","start":87.63040161132812,"end":87.92676513671876},{"word":"to ","start":87.92676513671876,"end":88.05312890625},{"word":"45? ","start":88.05312890625,"end":88.13767431640625},{"word":"46 ","start":88.90915161132813,"end":89.14187890625},{"word":"to ","start":89.14187890625,"end":89.3209697265625},{"word":"60? ","start":89.3209697265625,"end":89.40551513671875},{"word":"Or ","start":90.01731811523437,"end":90.22913647460938},{"word":"61 ","start":90.22913647460938,"end":90.5345908203125},{"word":"or ","start":90.5345908203125,"end":90.67186352539062},{"word":"above?","start":90.67186352539062,"end":90.7564091796875}],"metadata":{"response_id":6}},{"role":"user","content":"It's eighteen to thirty five. ","words":[{"word":"It's ","start":92.20299,"end":92.602994},{"word":"eighteen ","start":92.602994,"end":93.002996},{"word":"to ","start":93.002996,"end":93.24298999999999},{"word":"thirty ","start":93.24298999999999,"end":93.642995},{"word":"five. ","start":93.642995,"end":93.803}]},{"role":"agent","content":"Thank you. Just to make sure I record this correctly, would that fall under 18–30 or 31–45?","words":[{"word":"Thank ","start":95.00963647460938,"end":95.3050908203125},{"word":"you. 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks.\n\nWould you be open to renewing your membership today?","words":[{"word":"Thank ","start":105.87063647460937,"end":106.09154541015624},{"word":"you ","start":106.09154541015624,"end":106.1979091796875},{"word":"for ","start":106.1979091796875,"end":106.33427270507812},{"word":"confirming.","start":106.33427270507812,"end":107.03154541015626},{"word":"\n\nWe’d ","start":107.07277661132812,"end":107.33641284179687},{"word":"love ","start":107.33641284179687,"end":107.53732202148437},{"word":"to ","start":107.53732202148437,"end":107.62186743164062},{"word":"see ","start":107.62186743164062,"end":107.74823095703125},{"word":"you 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","start":135.133,"end":135.453}]},{"role":"agent","content":"Quick question: can you please tell us in one sentence why you no longer wish to be a member?","words":[{"word":"Quick ","start":136.91654541015626,"end":137.14836352539064},{"word":"question: ","start":137.14836352539064,"end":137.53927270507813},{"word":"can ","start":137.53927270507813,"end":137.68654541015624},{"word":"you ","start":137.68654541015624,"end":137.782},{"word":"please ","start":137.782,"end":137.982},{"word":"tell ","start":137.982,"end":138.1829091796875},{"word":"us ","start":138.1829091796875,"end":138.28836352539062},{"word":"in ","start":138.28836352539062,"end":138.40472729492188},{"word":"one ","start":138.40472729492188,"end":138.58381811523438},{"word":"sentence ","start":138.58381811523438,"end":138.9429091796875},{"word":"why ","start":138.9429091796875,"end":139.16472729492187},{"word":"you ","start":139.16472729492187,"end":139.302},{"word":"no ","start":139.302,"end":139.41745458984374},{"word":"longer ","start":139.41745458984374,"end":139.682},{"word":"wish ","start":139.682,"end":139.872},{"word":"to ","start":139.872,"end":139.96654541015624},{"word":"be ","start":139.96654541015624,"end":140.062},{"word":"a ","start":140.062,"end":140.13563647460938},{"word":"member?","start":140.13563647460938,"end":140.632}],"metadata":{"response_id":9}},{"role":"user","content":"I'm unemployed at the moment. ","words":[{"word":"I'm ","start":143.323,"end":143.64301},{"word":"unemployed ","start":143.64301,"end":144.36301},{"word":"at ","start":144.36301,"end":144.683},{"word":"the ","start":144.683,"end":144.763},{"word":"moment. ","start":144.763,"end":144.92301}]},{"role":"agent","content":"Thank you for sharing that.\n\nCould you tell me, would you be willing to answer a few more survey questions to help us improve our services?","words":[{"word":"Thank ","start":146.42263647460936,"end":146.63354541015624},{"word":"you ","start":146.63354541015624,"end":146.729},{"word":"for ","start":146.729,"end":146.84536352539064},{"word":"sharing ","start":146.84536352539064,"end":147.14081811523437},{"word":"that.","start":147.14081811523437,"end":147.489},{"word":"\n\nCould ","start":147.54115161132813,"end":147.73115161132813},{"word":"you ","start":147.73115161132813,"end":147.83751513671876},{"word":"tell ","start":147.83751513671876,"end":148.02660595703125},{"word":"me, ","start":148.02660595703125,"end":148.85024243164062},{"word":"would ","start":148.85024243164062,"end":149.04024243164062},{"word":"you ","start":149.04024243164062,"end":149.15660595703125},{"word":"be ","start":149.15660595703125,"end":149.262060546875},{"word":"willing ","start":149.262060546875,"end":149.53660595703124},{"word":"to ","start":149.53660595703124,"end":149.62115161132812},{"word":"answer ","start":149.62115161132812,"end":149.90569702148437},{"word":"a ","start":149.90569702148437,"end":149.99024243164064},{"word":"few ","start":149.99024243164064,"end":150.16933325195313},{"word":"more ","start":150.16933325195313,"end":150.35933325195313},{"word":"survey ","start":150.35933325195313,"end":150.71842431640624},{"word":"questions ","start":150.71842431640624,"end":151.15115161132812},{"word":"to ","start":151.15115161132812,"end":151.24660595703125},{"word":"help ","start":151.24660595703125,"end":151.45751513671874},{"word":"us ","start":151.45751513671874,"end":151.5947878417969},{"word":"improve ","start":151.5947878417969,"end":151.97478784179688},{"word":"our ","start":151.97478784179688,"end":152.1329697265625},{"word":"services?","start":152.1329697265625,"end":152.98751513671874}],"metadata":{"response_id":10}},{"role":"user","content":"Yes. ","words":[{"word":"Yes. ","start":155.213,"end":155.533}]},{"role":"agent","content":"Thank you, I appreciate your feedback.\n\nCould you tell me the main reason you decided not to renew your membership?Is it because: \n1. You are no longer working in payroll. \n2. You didn’t use the membership enough, or payroll wasn’t complex for you. \n3. You’re temporarily out of a payroll job. \n4. You felt the benefits were useful, but the fee wasn’t worth it. \nIf you have another reason, you can tell me what it is. 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Gil expressed that he is currently unemployed and not interested in renewing or switching to an Associate membership. The call concluded with Gil providing feedback and declining renewal.","in_voicemail":false,"user_sentiment":"Neutral","call_successful":true,"custom_analysis_data":{"Not-Renewed-Want-to-Renew":"No","Send-Application-Form":"","Mini-NPS":"4","One-Sentence-not-Renewed":"I'm unemployed at the moment.","int_code":"01","Initial-value":"Stay Current","PRO-other-reasons-not-to-renew":"","Age-Range":"18-30","bloc_notes":"2026 Apr 15 contact declined renewal due to unemployment, completed survey questions.","Other-member-benefit":"","call_summary_title":"Membership Renewal Declined Due to Unemployment","Human Reached":true,"Human or not":"Yes","Call answered":true,"Call Flow Completion Rate":"100%. All survey questions were asked, valid outcome assigned, and approved closing spoken.","Official Opening Gate Accuracy":"100%. Official opening was spoken only after identity confirmation and not to a gatekeeper.","Survey Order Integrity Score":"100%. Survey questions were asked in the correct order without violations.","Skip Logic Accuracy":"100%. Logical branching was correct with no early email sent and proper survey flow.","Verbatim Survey Compliance":"90%. Most questions matched script wording closely, minor deviation in age range clarification.","Mandatory Phrase Detection":"Yes. The phrase 'for statistical purposes' and approved closing sentence were present.","Debug Analytical Variables":"Call Flow Completion Rate is 100% because the agent asked all required questions, assigned a valid outcome, and gave an approved closing. Official Opening Gate Accuracy is 100% as the opening was only after confirming the contact's identity. Survey Order Integrity Score is 100% since questions followed the correct sequence. Skip Logic Accuracy is 100% because no renewal email was sent early and the survey flow was appropriate. Verbatim Survey Compliance is 90% due to slight variation in age range response but overall adherence to script. Mandatory Phrase Detection is Yes because required phrases were included.","IVR_detector":"No","call_sequence":"5 questions asked","Concern-Question":"","Lead Status":"Refused","called_by":"","Withdrawal date":""}},"data_storage_setting":"everything","llm_token_usage":{"values":[9014,9020,10135,9198,9247,10192,10421,10264,9411,10485,10690,10463,10572,10575,10815,10663,10669],"average":10107.882352941177,"num_requests":17},"tool_calls":[{"tool_call_id":"458f05416a87c1a2","name":"end_call","type":"end_call","start_time_sec":226.394}],"from_number":"+14375242727","to_number":"+15144313257","direction":"outbound"},"event_timestamp":1776282424831} ---------------------------------------- EVENT: call_analyzed CONTACT ID: 31090 CALL ID: call_d9b85e48dfbc02405733cfa2b64 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":"1676189302","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"278","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T14:47:00-05:00","udate":"2026-04-15T14:47:05-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 14:47:05","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 14:47:05","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 13:20:38","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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 contacted Gil regarding his lapsed Professional membership with the National Payroll Institute and conducted a survey about his membership experience. Gil expressed that he is currently unemployed and not interested in renewing or switching to an Associate membership. The call concluded with Gil providing feedback and declining renewal.","cdate":"2026-01-21T16:07:22-06:00","udate":"2026-04-15T14:47:05-05:00","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 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Renewal Declined Due to Unemployment","cdate":"2026-01-21T16:07:23-06:00","udate":"2026-04-15T14:47:06-05:00","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 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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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided\n2026 Apr 15 contact declined renewal because retired\n2026 Apr 15 contact declined renewal due to unemployment\n2026 Apr 15 contact declined renewal due to unemployment, completed survey questions.","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T14:47:06-05:00","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 52 → 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 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 16:05:04 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_a7668614c1b213fbdc0618d7bcc","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":36,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided\n2026 Apr 15 contact declined renewal because retired\n2026 Apr 15 contact declined renewal due to unemployment\n2026 Apr 15 contact declined renewal due to unemployment, completed survey questions.","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T16:01:34-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_a7668614c1b213fbdc0618d7bcc","X-RetellAI-SipTraceId":"call_a7668614c1b213fbdc0618d7bcc","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776283333815,"end_timestamp":1776283495741,"duration_ms":161926,"transcript":"User: Hello? \nAgent: Hello, may I please speak with Gil?\nUser: This is Gail speaking. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Yeah. Go ahead. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: Insurance with payroll. Let's just legislation. \nAgent: Thank you. I’ll record “Staying current with payroll legislation.”\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 three. \nAgent: Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: I'm thirty five. \nAgent: Thank you. I’ll record your age range as 31 to 45.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: Uh, no. \nAgent: Quick question: can you please tell us in one sentence why you no longer wish to be a member?\nUser: I don't see the value in membership There's no value. \nAgent: Thank you for sharing that.\n\nI understand. Most people find the membership not beneficial because they are not aware of all the services that we offer. One inquiry to our Payroll InfoLine can resolve a complex payroll issue for you. Receiving constant updates regarding changes in payroll legislation saves you time to stay current. Our new and revised Career Development Toolkit helps you advance your career, and not to mention that you can network with peers locally or across the country.\n\nWith this being said, will you be open to renewing your Professional Membership today?\nUser: No. \nUser: sorry. \nAgent: Thank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":0.72300005,"end":1.123}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.14645458984375,"end":1.473727294921875},{"word":"may ","start":1.473727294921875,"end":1.6219091796875},{"word":"I ","start":1.6219091796875,"end":1.69554541015625},{"word":"please ","start":1.69554541015625,"end":1.89554541015625},{"word":"speak ","start":1.89554541015625,"end":2.09645458984375},{"word":"with ","start":2.09645458984375,"end":2.233727294921875},{"word":"Gil?","start":2.233727294921875,"end":2.687363525390625}],"metadata":{"response_id":0}},{"role":"user","content":"This is Gail speaking. ","words":[{"word":"This ","start":3.793,"end":4.1129999999999995},{"word":"is ","start":4.1129999999999995,"end":4.273},{"word":"Gail ","start":4.273,"end":4.593},{"word":"speaking. ","start":4.593,"end":4.992999999999999}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":6.119636474609375,"end":6.6369091796875},{"word":"My ","start":6.67020068359375,"end":6.818382568359375},{"word":"name ","start":6.818382568359375,"end":6.94474609375},{"word":"is ","start":6.94474609375,"end":7.04020068359375},{"word":"Ellen, ","start":7.04020068359375,"end":7.27201904296875},{"word":"and ","start":7.27201904296875,"end":7.388382568359375},{"word":"I’m ","start":7.388382568359375,"end":7.5256552734375},{"word":"calling ","start":7.5256552734375,"end":7.789291748046875},{"word":"on ","start":7.789291748046875,"end":7.883837158203125},{"word":"behalf ","start":7.883837158203125,"end":8.179291748046875},{"word":"of ","start":8.179291748046875,"end":8.27474609375},{"word":"the ","start":8.27474609375,"end":8.38020068359375},{"word":"National ","start":8.38020068359375,"end":8.718382568359376},{"word":"Payroll ","start":8.718382568359376,"end":9.076564453125},{"word":"Institute, ","start":9.076564453125,"end":9.572927978515626},{"word":"NPI. 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","start":40.8861591796875,"end":41.52979541015625},{"word":"Advancing ","start":41.52979541015625,"end":42.047068115234374},{"word":"your ","start":42.047068115234374,"end":42.1843408203125},{"word":"payroll ","start":42.1843408203125,"end":42.55343188476562},{"word":"career.","start":42.55343188476562,"end":43.07070458984375},{"word":" \n\nWhich ","start":43.0969091796875,"end":43.33963647460938},{"word":"one ","start":43.33963647460938,"end":43.497818115234374},{"word":"best ","start":43.497818115234374,"end":43.709636474609376},{"word":"describes ","start":43.709636474609376,"end":44.0369091796875},{"word":"your ","start":44.0369091796875,"end":44.152363525390626},{"word":"situation?","start":44.152363525390626,"end":44.933272705078124}],"metadata":{"response_id":4}},{"role":"user","content":"Insurance with payroll. Let's just legislation. ","words":[{"word":"Insurance ","start":46.663000000000004,"end":47.223000000000006},{"word":"with ","start":47.223000000000006,"end":47.623000000000005},{"word":"payroll. ","start":47.623000000000005,"end":48.423},{"word":"Let's ","start":48.423,"end":48.743},{"word":"just ","start":48.743,"end":48.823},{"word":"legislation. ","start":48.923,"end":49.243}]},{"role":"agent","content":"Thank you. I’ll record “Staying current with payroll legislation.”\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":"Thank ","start":50.374636474609375,"end":50.691},{"word":"you. 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","words":[{"word":"I ","start":65.09299999999999,"end":65.333},{"word":"would ","start":65.333,"end":65.57299499999999},{"word":"say ","start":65.57299499999999,"end":65.813},{"word":"three. ","start":65.813,"end":66.133}]},{"role":"agent","content":"Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":68.47654541015625,"end":68.69836352539062},{"word":"you ","start":68.69836352539062,"end":68.80381811523438},{"word":"for ","start":68.80381811523438,"end":68.90927270507812},{"word":"your ","start":68.90927270507812,"end":69.02563647460937},{"word":"feedback.","start":69.02563647460937,"end":69.65836352539063},{"word":"\n\nNow, ","start":69.67120068359375,"end":69.86120068359375},{"word":"for ","start":69.86120068359375,"end":70.00938256835937},{"word":"statistical ","start":70.00938256835937,"end":70.62120068359376},{"word":"purposes ","start":70.62120068359376,"end":71.07483715820312},{"word":"only, ","start":71.07483715820312,"end":71.37029174804688},{"word":"could ","start":71.37029174804688,"end":71.55029174804687},{"word":"you ","start":71.55029174804687,"end":71.64483715820313},{"word":"please ","start":71.64483715820313,"end":71.85574609375},{"word":"tell ","start":71.85574609375,"end":72.04574609375},{"word":"us ","start":72.04574609375,"end":72.14120068359375},{"word":"your ","start":72.14120068359375,"end":72.29938256835938},{"word":"age ","start":72.29938256835938,"end":72.53210986328125},{"word":"range?","start":72.53210986328125,"end":73.11210986328125},{"word":" Is ","start":73.15902661132813,"end":73.26539013671875},{"word":"it ","start":73.26539013671875,"end":73.359935546875},{"word":"18 ","start":73.359935546875,"end":73.69811743164063},{"word":"to ","start":73.69811743164063,"end":73.78175390625},{"word":"30?","start":73.78175390625,"end":74.34175390625},{"word":" 31 ","start":74.39360986328126,"end":74.679064453125},{"word":"to ","start":74.679064453125,"end":74.81633715820313},{"word":"45? ","start":74.81633715820313,"end":74.91088256835937},{"word":"46 ","start":75.79556811523437,"end":76.01738647460938},{"word":"to ","start":76.01738647460938,"end":76.21829541015624},{"word":"60? ","start":76.21829541015624,"end":76.3028408203125},{"word":"Or ","start":76.94756811523438,"end":77.13756811523437},{"word":"61 ","start":77.13756811523437,"end":77.52847729492187},{"word":"or ","start":77.52847729492187,"end":77.70756811523438},{"word":"above?","start":77.70756811523438,"end":77.81302270507813}],"metadata":{"response_id":7}},{"role":"user","content":"I'm thirty five. ","words":[{"word":"I'm ","start":79.883,"end":80.363},{"word":"thirty ","start":80.363,"end":80.682996},{"word":"five. ","start":80.682996,"end":80.922994}]},{"role":"agent","content":"Thank you. I’ll record your age range as 31 to 45.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. 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","words":[{"word":"sorry. ","start":157.14301,"end":157.543}]},{"role":"agent","content":"Thank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"Thank ","start":158.93254541015625,"end":159.17527270507813},{"word":"you ","start":159.17527270507813,"end":159.30163647460938},{"word":"for ","start":159.30163647460938,"end":159.4389091796875},{"word":"speaking ","start":159.4389091796875,"end":159.73436352539062},{"word":"with ","start":159.73436352539062,"end":159.89254541015626},{"word":"me ","start":159.89254541015626,"end":160.0198181152344},{"word":"today. 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","start":0.72300005,"end":1.123}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.14645458984375,"end":1.473727294921875},{"word":"may ","start":1.473727294921875,"end":1.6219091796875},{"word":"I ","start":1.6219091796875,"end":1.69554541015625},{"word":"please ","start":1.69554541015625,"end":1.89554541015625},{"word":"speak ","start":1.89554541015625,"end":2.09645458984375},{"word":"with ","start":2.09645458984375,"end":2.233727294921875},{"word":"Gil?","start":2.233727294921875,"end":2.687363525390625}],"metadata":{"response_id":0}},{"role":"user","content":"This is Gail speaking. ","words":[{"word":"This ","start":3.793,"end":4.1129999999999995},{"word":"is ","start":4.1129999999999995,"end":4.273},{"word":"Gail ","start":4.273,"end":4.593},{"word":"speaking. ","start":4.593,"end":4.992999999999999}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":6.119636474609375,"end":6.6369091796875},{"word":"My ","start":6.67020068359375,"end":6.818382568359375},{"word":"name ","start":6.818382568359375,"end":6.94474609375},{"word":"is ","start":6.94474609375,"end":7.04020068359375},{"word":"Ellen, ","start":7.04020068359375,"end":7.27201904296875},{"word":"and ","start":7.27201904296875,"end":7.388382568359375},{"word":"I’m ","start":7.388382568359375,"end":7.5256552734375},{"word":"calling ","start":7.5256552734375,"end":7.789291748046875},{"word":"on ","start":7.789291748046875,"end":7.883837158203125},{"word":"behalf ","start":7.883837158203125,"end":8.179291748046875},{"word":"of ","start":8.179291748046875,"end":8.27474609375},{"word":"the ","start":8.27474609375,"end":8.38020068359375},{"word":"National ","start":8.38020068359375,"end":8.718382568359376},{"word":"Payroll ","start":8.718382568359376,"end":9.076564453125},{"word":"Institute, ","start":9.076564453125,"end":9.572927978515626},{"word":"NPI. 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Go ahead. ","words":[{"word":"Yeah. ","start":19.223,"end":19.623},{"word":"Go ","start":19.623,"end":19.783},{"word":"ahead. ","start":19.783,"end":19.943}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","words":[{"word":"Insurance ","start":46.663000000000004,"end":47.223000000000006},{"word":"with ","start":47.223000000000006,"end":47.623000000000005},{"word":"payroll. ","start":47.623000000000005,"end":48.423},{"word":"Let's ","start":48.423,"end":48.743},{"word":"just ","start":48.743,"end":48.823},{"word":"legislation. ","start":48.923,"end":49.243}]},{"role":"agent","content":"Thank you. I’ll record “Staying current with payroll legislation.”\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":"Thank ","start":50.374636474609375,"end":50.691},{"word":"you. 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. 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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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided\n2026 Apr 15 contact declined renewal because retired\n2026 Apr 15 contact declined renewal due to unemployment\n2026 Apr 15 contact declined renewal due to unemployment, completed survey questions.\n2026 Apr 15 contact declined to renew membership citing no value in membership.","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T15:05:06-05:00","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 52 → 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 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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":"1676189302","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"278","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T15:04:18-05:00","udate":"2026-04-15T15:05:07-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 15:05:07","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 15:05:07","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 16:10:38 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_2e7bfc63af72c61c624568cc53e","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":36,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided\n2026 Apr 15 contact declined renewal because retired\n2026 Apr 15 contact declined renewal due to unemployment\n2026 Apr 15 contact declined renewal due to unemployment, completed survey questions.\n2026 Apr 15 contact declined to renew membership citing no value in membership.","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T16:06:17-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_2e7bfc63af72c61c624568cc53e","X-RetellAI-SipTraceId":"call_2e7bfc63af72c61c624568cc53e","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776283629737,"end_timestamp":1776283831505,"duration_ms":201768,"transcript":"User: Hello? \nAgent: Hello, may I please speak with Gil?\nUser: This is Leon speaking. \nAgent: Hello Leon, thank you for taking my call. May I please speak with Gil?\nUser: This is Gil. \nAgent: Thank you for confirming. \n\nHi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Go ahead. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: Advancing my payroll career. \nAgent: Thank you.\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 four. \nAgent: Thank you for sharing that.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: Thirty one to forty. \nAgent: Thank you.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: No. \nAgent: Thank you for letting me know. Could you tell me the main reason you decided not to renew your membership? Is it because: \n\n1. You are no longer working in payroll. \n2. You didn’t use the membership enough, or payroll wasn’t complex for you. \n3. You’re temporarily out of a payroll job. \n4. You felt the benefits were useful, but the fee wasn’t worth it. \n\nIf you have another reason, you can tell me what it is. Which of these best describes your situation?\nUser: The fee is not worth it. \nAgent: Thank you for sharing that. I understand that the fee can be a consideration. Most members find that the value they receive—like unlimited help with complex payroll issues, constant updates on payroll legislation, and preferred rates for seminars—often outweighs the cost. Members with a designation also tend to earn higher salaries, between 10% and 30% more than non-designated practitioners.\n\nWith this being said, will you be open to renewing your Professional Membership today?\nUser: No. \nAgent: No problem at all.Just so you know, there’s also an Associate membership option that you can choose, with no exams or certification requirements, but you'll still get access to all payroll resources and updates and other membership perks. Associate membership is just a flexible way to stay informed without the commitment of maintaining a designation. Would you like me to send you the Associate membership details for you to review?\nUser: No. Thanks. \nAgent: Thank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":0.562,"end":1.042}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.38245458984375,"end":1.720636474609375},{"word":"may ","start":1.720636474609375,"end":1.878818115234375},{"word":"I ","start":1.878818115234375,"end":1.94154541015625},{"word":"please ","start":1.94154541015625,"end":2.174272705078125},{"word":"speak ","start":2.174272705078125,"end":2.3960908203125},{"word":"with ","start":2.3960908203125,"end":2.543363525390625},{"word":"Gil?","start":2.543363525390625,"end":2.9660908203125}],"metadata":{"response_id":0}},{"role":"user","content":"This is Leon speaking. ","words":[{"word":"This ","start":4.022,"end":4.341999700000001},{"word":"is ","start":4.341999700000001,"end":4.502000000000001},{"word":"Leon ","start":4.502000000000001,"end":4.822},{"word":"speaking. ","start":4.822,"end":5.142}]},{"role":"agent","content":"Hello Leon, thank you for taking my call. May I please speak with Gil?","words":[{"word":"Hello ","start":6.76545458984375,"end":7.04},{"word":"Leon, ","start":7.04,"end":7.282727294921875},{"word":"thank ","start":7.282727294921875,"end":7.472727294921875},{"word":"you ","start":7.472727294921875,"end":7.578181884765625},{"word":"for ","start":7.578181884765625,"end":7.683636474609375},{"word":"taking ","start":7.683636474609375,"end":7.958181884765625},{"word":"my ","start":7.958181884765625,"end":8.08454541015625},{"word":"call. ","start":8.08454541015625,"end":8.64454541015625},{"word":"May ","start":8.690901611328124,"end":8.839083251953125},{"word":"I ","start":8.839083251953125,"end":8.9127197265625},{"word":"please ","start":8.9127197265625,"end":9.12362890625},{"word":"speak ","start":9.12362890625,"end":9.31362890625},{"word":"with ","start":9.31362890625,"end":9.450901611328124},{"word":"Gil?","start":9.450901611328124,"end":9.87362890625}],"metadata":{"response_id":1}},{"role":"user","content":"This is Gil. ","words":[{"word":"This ","start":11.422,"end":11.742},{"word":"is ","start":11.742,"end":11.902000000000001},{"word":"Gil. ","start":11.902000000000001,"end":12.222}]},{"role":"agent","content":"Thank you for confirming. \n\nHi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Thank ","start":13.759636474609374,"end":14.002363525390624},{"word":"you ","start":14.002363525390624,"end":14.107818115234375},{"word":"for ","start":14.107818115234375,"end":14.2350908203125},{"word":"confirming.","start":14.2350908203125,"end":14.952363525390625},{"word":" \n\nHi.","start":15.000443115234376,"end":15.5495341796875},{"word":"My ","start":15.599526611328125,"end":15.747708251953124},{"word":"name ","start":15.747708251953124,"end":15.90589013671875},{"word":"is ","start":15.90589013671875,"end":16.043162841796875},{"word":"Ellen, ","start":16.043162841796875,"end":16.3913447265625},{"word":"and ","start":16.3913447265625,"end":16.5713447265625},{"word":"I’m ","start":16.5713447265625,"end":16.750435546875},{"word":"calling ","start":16.750435546875,"end":17.04589013671875},{"word":"on ","start":17.04589013671875,"end":17.16225390625},{"word":"behalf ","start":17.16225390625,"end":17.54225390625},{"word":"of ","start":17.54225390625,"end":17.647708251953127},{"word":"the ","start":17.647708251953127,"end":17.753162841796875},{"word":"National ","start":17.753162841796875,"end":18.069526611328126},{"word":"Payroll ","start":18.069526611328126,"end":18.417708251953126},{"word":"Institute, ","start":18.417708251953126,"end":19.0513447265625},{"word":"NPI. ","start":19.0513447265625,"end":19.779526611328127},{"word":"I'm ","start":19.833901611328123,"end":20.087537841796873},{"word":"calling ","start":20.087537841796873,"end":20.45662890625},{"word":"today ","start":20.45662890625,"end":20.858447021484373},{"word":"as ","start":20.858447021484373,"end":21.048447021484375},{"word":"we ","start":21.048447021484375,"end":21.174810546875},{"word":"noticed ","start":21.174810546875,"end":21.48117431640625},{"word":"that ","start":21.48117431640625,"end":21.66026513671875},{"word":"your ","start":21.66026513671875,"end":21.83935595703125},{"word":"Professional ","start":21.83935595703125,"end":22.324810546875},{"word":"membership ","start":22.324810546875,"end":22.863901611328124},{"word":"recently ","start":22.863901611328124,"end":23.317537841796874},{"word":"lapsed, ","start":23.317537841796874,"end":24.002992431640624},{"word":"and ","start":24.002992431640624,"end":24.162083251953124},{"word":"we ","start":24.162083251953124,"end":24.267537841796877},{"word":"want ","start":24.267537841796877,"end":24.4257197265625},{"word":"to ","start":24.4257197265625,"end":24.52026513671875},{"word":"ask ","start":24.52026513671875,"end":24.868447021484375},{"word":"a ","start":24.868447021484375,"end":24.963901611328126},{"word":"few ","start":24.963901611328126,"end":25.1857197265625},{"word":"questions ","start":25.1857197265625,"end":25.744810546875},{"word":"about ","start":25.744810546875,"end":26.06117431640625},{"word":"your ","start":26.06117431640625,"end":26.198447021484377},{"word":"membership ","start":26.198447021484377,"end":26.59935595703125},{"word":"experience, ","start":26.59935595703125,"end":27.11662890625},{"word":"if ","start":27.11662890625,"end":27.253901611328125},{"word":"that’s ","start":27.253901611328125,"end":27.49662890625},{"word":"OK.","start":27.49662890625,"end":28.024810546875}],"metadata":{"response_id":2}},{"role":"user","content":"Go ahead. ","words":[{"word":"Go ","start":30.291999999999998,"end":30.612},{"word":"ahead. ","start":30.612,"end":30.772}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","words":[{"word":"Advancing ","start":57.151997,"end":57.711999999999996},{"word":"my ","start":57.711999999999996,"end":58.112},{"word":"payroll ","start":58.112,"end":58.592},{"word":"career. 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. 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","words":[{"word":"No. ","start":196.642,"end":197.04199},{"word":"Thanks. ","start":197.04199,"end":197.28199999999998}]},{"role":"agent","content":"Thank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"Thank ","start":198.67863647460936,"end":198.9113635253906},{"word":"you ","start":198.9113635253906,"end":199.02681811523436},{"word":"for ","start":199.02681811523436,"end":199.1540908203125},{"word":"speaking ","start":199.1540908203125,"end":199.47045458984374},{"word":"with ","start":199.47045458984374,"end":199.6186364746094},{"word":"me ","start":199.6186364746094,"end":199.7340908203125},{"word":"today. 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May I please speak with Gil?","words":[{"word":"Hello ","start":6.76545458984375,"end":7.04},{"word":"Leon, ","start":7.04,"end":7.282727294921875},{"word":"thank ","start":7.282727294921875,"end":7.472727294921875},{"word":"you ","start":7.472727294921875,"end":7.578181884765625},{"word":"for ","start":7.578181884765625,"end":7.683636474609375},{"word":"taking ","start":7.683636474609375,"end":7.958181884765625},{"word":"my ","start":7.958181884765625,"end":8.08454541015625},{"word":"call. ","start":8.08454541015625,"end":8.64454541015625},{"word":"May ","start":8.690901611328124,"end":8.839083251953125},{"word":"I ","start":8.839083251953125,"end":8.9127197265625},{"word":"please ","start":8.9127197265625,"end":9.12362890625},{"word":"speak ","start":9.12362890625,"end":9.31362890625},{"word":"with ","start":9.31362890625,"end":9.450901611328124},{"word":"Gil?","start":9.450901611328124,"end":9.87362890625}],"metadata":{"response_id":1}},{"role":"user","content":"This is Gil. 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","words":[{"word":"Go ","start":30.291999999999998,"end":30.612},{"word":"ahead. ","start":30.612,"end":30.772}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","words":[{"word":"Advancing ","start":57.151997,"end":57.711999999999996},{"word":"my ","start":57.711999999999996,"end":58.112},{"word":"payroll ","start":58.112,"end":58.592},{"word":"career. ","start":58.592,"end":58.991997}]},{"role":"agent","content":"Thank you.\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":"Thank ","start":60.27954541015625,"end":60.575},{"word":"you.","start":60.575,"end":60.996818115234376},{"word":"\n\nNow, ","start":61.0105341796875,"end":61.28417041015625},{"word":"on ","start":61.28417041015625,"end":61.49598852539062},{"word":"a ","start":61.49598852539062,"end":61.5805341796875},{"word":"scale ","start":61.5805341796875,"end":61.875988525390625},{"word":"of ","start":61.875988525390625,"end":61.991443115234375},{"word":"1 ","start":61.991443115234375,"end":62.149625},{"word":"to ","start":62.149625,"end":62.27689770507813},{"word":"5, ","start":62.27689770507813,"end":62.67780688476562},{"word":"with ","start":62.67780688476562,"end":62.856897705078126},{"word":"5 ","start":62.856897705078126,"end":63.18417041015625},{"word":"being ","start":63.18417041015625,"end":63.38507958984375},{"word":"very ","start":63.38507958984375,"end":63.616897705078124},{"word":"satisfied ","start":63.616897705078124,"end":64.0605341796875},{"word":"and ","start":64.0605341796875,"end":64.15507958984375},{"word":"1 ","start":64.15507958984375,"end":64.29235229492187},{"word":"being ","start":64.29235229492187,"end":64.46144311523437},{"word":"very ","start":64.46144311523437,"end":64.65144311523437},{"word":"dissatisfied, ","start":64.65144311523437,"end":65.26326147460938},{"word":"how ","start":65.26326147460938,"end":65.379625},{"word":"would ","start":65.379625,"end":65.53780688476563},{"word":"you ","start":65.53780688476563,"end":65.64326147460937},{"word":"rate ","start":65.64326147460937,"end":65.81235229492188},{"word":"your ","start":65.81235229492188,"end":65.9705341796875},{"word":"overall ","start":65.9705341796875,"end":66.3405341796875},{"word":"satisfaction ","start":66.3405341796875,"end":66.96326147460937},{"word":"with ","start":66.96326147460937,"end":67.13144311523438},{"word":"your ","start":67.13144311523438,"end":67.279625},{"word":"NPI ","start":67.279625,"end":67.59598852539062},{"word":"membership ","start":67.59598852539062,"end":67.99689770507813},{"word":"experience?","start":67.99689770507813,"end":68.68326147460938}],"metadata":{"response_id":4}},{"role":"user","content":"I would say four. ","words":[{"word":"I ","start":70.64200000000001,"end":70.882},{"word":"would ","start":70.882,"end":71.122006},{"word":"say ","start":71.122006,"end":71.28200000000001},{"word":"four. ","start":71.28200000000001,"end":71.522}]},{"role":"agent","content":"Thank you for sharing that.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":75.69463647460938,"end":75.90554541015625},{"word":"you ","start":75.90554541015625,"end":76.011},{"word":"for ","start":76.011,"end":76.14827270507813},{"word":"sharing ","start":76.14827270507813,"end":76.46463647460938},{"word":"that.","start":76.46463647460938,"end":76.771},{"word":"\n\nNow, ","start":76.82290161132812,"end":77.44562890625},{"word":"for ","start":77.44562890625,"end":77.65744702148437},{"word":"statistical ","start":77.65744702148437,"end":78.22744702148438},{"word":"purposes ","start":78.22744702148438,"end":78.67017431640625},{"word":"only, ","start":78.67017431640625,"end":78.9447197265625},{"word":"could ","start":78.9447197265625,"end":79.10290161132812},{"word":"you ","start":79.10290161132812,"end":79.20835595703124},{"word":"please ","start":79.20835595703124,"end":79.44108325195313},{"word":"tell ","start":79.44108325195313,"end":79.65199243164062},{"word":"us ","start":79.65199243164062,"end":79.76835595703125},{"word":"your ","start":79.76835595703125,"end":79.92653784179687},{"word":"age ","start":79.92653784179687,"end":80.13744702148438},{"word":"range?","start":80.13744702148438,"end":80.6647197265625},{"word":" Is ","start":80.71477661132812,"end":80.82114013671875},{"word":"it ","start":80.82114013671875,"end":80.915685546875},{"word":"18 ","start":80.915685546875,"end":81.33750390625},{"word":"to ","start":81.33750390625,"end":81.46477661132812},{"word":"30?","start":81.46477661132812,"end":82.02386743164062},{"word":" 31 ","start":82.07285986328125,"end":82.32649609375},{"word":"to ","start":82.32649609375,"end":82.47467797851563},{"word":"45? 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. 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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\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided\n2026 Apr 15 contact declined renewal because retired\n2026 Apr 15 contact declined renewal due to unemployment\n2026 Apr 15 contact declined renewal due to unemployment, completed survey questions.\n2026 Apr 15 contact declined to renew membership citing no value in membership.\n2026 Apr 15 contact declined renewal due to fee concerns.","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T15:10:40-05:00","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 52 → 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 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FIELD 80 → 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":"1676189302","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"278","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T15:10:25-05:00","udate":"2026-04-15T15:10:41-05:00","edate":"2026-04-14T16:09:17-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 15:10:41","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 15:10:41","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 16:27:13 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_4a4006132790cba775d3b0801ef","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":36,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided\n2026 Apr 15 contact declined renewal because retired\n2026 Apr 15 contact declined renewal due to unemployment\n2026 Apr 15 contact declined renewal due to unemployment, completed survey questions.\n2026 Apr 15 contact declined to renew membership citing no value in membership.\n2026 Apr 15 contact declined renewal due to fee concerns.","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T16:23:37-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_4a4006132790cba775d3b0801ef","X-RetellAI-SipTraceId":"call_4a4006132790cba775d3b0801ef","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776284651028,"end_timestamp":1776284828014,"duration_ms":176986,"transcript":"User: Hello? \nAgent: Hello, may I please speak with Gil?\nUser: Speaking. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Alright. Go ahead. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. And \n6. Advancing your payroll career. \nWhich one best describes your situation?\nUser: Advancing my payroll career. \nAgent: Thank you. \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 three. \nAgent: Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: I'm thirty eight. \nAgent: Thank you for letting me know.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: No. \nAgent: Thank you for letting me know. Could you tell me the main reason you decided not to renew your membership?Is it because: \n1. You are no longer working in payroll. \n2. You didn’t use the membership enough, or payroll wasn’t complex for you. \n3. You’re temporarily out of a payroll job. \n4. You felt the benefits were useful, but the fee wasn’t worth it. \nIf you have another reason, you can tell me what it is. Which of these best describes your situation?\nUser: The it is actually the thing is it's hard to maintain this CPE hours. \nAgent: Thank you for sharing that. I understand that keeping up with CPE hours can feel challenging.Just so you know, the National Payroll Institute offers a variety of ways to earn CPE hours, including webinars, seminars, and even some on-the-job activities. Many members find that tracking and reporting CPE is easier than expected once they get started.\n\nWith this being said, will you be open to renewing your Professional Membership today?\nUser: No. \nUser: Sorry. \nAgent: No problem at all. I just wanted to make sure you’re aware of all your options.\n\nThank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":1.059,"end":1.4589999}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.92945458984375,"end":2.245818115234375},{"word":"may ","start":2.245818115234375,"end":2.3830908203125},{"word":"I ","start":2.3830908203125,"end":2.446727294921875},{"word":"please ","start":2.446727294921875,"end":2.657636474609375},{"word":"speak ","start":2.657636474609375,"end":2.847636474609375},{"word":"with ","start":2.847636474609375,"end":2.995818115234375},{"word":"Gil?","start":2.995818115234375,"end":3.470363525390625}],"metadata":{"response_id":0}},{"role":"user","content":"Speaking. ","words":[{"word":"Speaking. ","start":5.019,"end":5.4990000000000006}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":7.937272705078125,"end":8.56},{"word":"My ","start":8.5830341796875,"end":8.730306884765625},{"word":"name ","start":8.730306884765625,"end":8.888488525390626},{"word":"is ","start":8.888488525390626,"end":8.993943115234375},{"word":"Ellen, ","start":8.993943115234375,"end":9.279397705078125},{"word":"and ","start":9.279397705078125,"end":9.384852294921876},{"word":"I’m ","start":9.384852294921876,"end":9.522125},{"word":"calling ","start":9.522125,"end":9.79667041015625},{"word":"on ","start":9.79667041015625,"end":9.902125},{"word":"behalf ","start":9.902125,"end":10.3030341796875},{"word":"of ","start":10.3030341796875,"end":10.482125},{"word":"the ","start":10.482125,"end":10.609397705078125},{"word":"National ","start":10.609397705078125,"end":10.904852294921875},{"word":"Payroll ","start":10.904852294921875,"end":11.232125},{"word":"Institute, ","start":11.232125,"end":11.738488525390625},{"word":"NPI. 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Go ahead. ","words":[{"word":"Alright. ","start":21.179,"end":21.579000999999998},{"word":"Go ","start":21.579000999999998,"end":21.739001},{"word":"ahead. ","start":21.739001,"end":21.979000999999997}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. And \n6. Advancing your payroll career. \nWhich one best describes your situation?","words":[{"word":"Perfect, ","start":23.35445458984375,"end":23.71354541015625},{"word":"now ","start":23.71354541015625,"end":23.850818115234375},{"word":"let’s ","start":23.850818115234375,"end":24.0299091796875},{"word":"begin ","start":24.0299091796875,"end":24.251727294921874},{"word":"with ","start":24.251727294921874,"end":24.399},{"word":"the ","start":24.399,"end":24.49445458984375},{"word":"first ","start":24.49445458984375,"end":24.705363525390624},{"word":"question. 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","words":[{"word":"Advancing ","start":48.508998,"end":48.989},{"word":"my ","start":48.989,"end":49.309},{"word":"payroll ","start":49.309,"end":49.708999999999996},{"word":"career. ","start":49.708999999999996,"end":50.028999999999996}]},{"role":"agent","content":"Thank you. \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":"Thank ","start":52.127636474609375,"end":52.4230908203125},{"word":"you. 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","words":[{"word":"I ","start":63.549003,"end":63.789},{"word":"would ","start":63.789,"end":63.949},{"word":"say ","start":63.949,"end":64.109004},{"word":"three. ","start":64.109004,"end":64.509}]},{"role":"agent","content":"Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":67.14663647460938,"end":67.34754541015624},{"word":"you ","start":67.34754541015624,"end":67.4320908203125},{"word":"for ","start":67.4320908203125,"end":67.52663647460938},{"word":"your ","start":67.52663647460938,"end":67.643},{"word":"feedback.","start":67.643,"end":68.25481811523437},{"word":"\n\nNow, ","start":68.30385986328125,"end":68.47295068359375},{"word":"for ","start":68.47295068359375,"end":68.62113256835937},{"word":"statistical ","start":68.62113256835937,"end":69.1384052734375},{"word":"purposes ","start":69.1384052734375,"end":69.59204174804688},{"word":"only, ","start":69.59204174804688,"end":69.85567797851563},{"word":"could ","start":69.85567797851563,"end":70.03476904296875},{"word":"you ","start":70.03476904296875,"end":70.14113256835938},{"word":"please ","start":70.14113256835938,"end":70.39385986328125},{"word":"tell ","start":70.39385986328125,"end":70.63658715820313},{"word":"us ","start":70.63658715820313,"end":70.78476904296875},{"word":"your ","start":70.78476904296875,"end":70.96385986328124},{"word":"age ","start":70.96385986328124,"end":71.22749609375},{"word":"range?","start":71.22749609375,"end":71.72385986328125},{"word":"\nIs ","start":71.76773486328125,"end":71.90500756835938},{"word":"it ","start":71.90500756835938,"end":71.98955297851562},{"word":"18 ","start":71.98955297851562,"end":72.27500756835937},{"word":"to ","start":72.27500756835937,"end":72.34864404296874},{"word":"30?","start":72.34864404296874,"end":72.90773486328125},{"word":" 31 ","start":72.95831811523438,"end":73.24377270507813},{"word":"to ","start":73.24377270507813,"end":73.37013647460938},{"word":"45? 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?","words":[{"word":"Thank ","start":81.17363647460938,"end":81.41636352539062},{"word":"you ","start":81.41636352539062,"end":81.52181811523438},{"word":"for ","start":81.52181811523438,"end":81.64818188476562},{"word":"letting ","start":81.64818188476562,"end":81.90181811523438},{"word":"me ","start":81.90181811523438,"end":81.99636352539062},{"word":"know.","start":81.99636352539062,"end":82.37636352539063},{"word":"\n\nWe’d ","start":82.40832568359374,"end":82.60923486328124},{"word":"love ","start":82.60923486328124,"end":82.77832568359375},{"word":"to ","start":82.77832568359375,"end":82.86196215820313},{"word":"see ","start":82.86196215820313,"end":83.02105297851563},{"word":"you ","start":83.02105297851563,"end":83.12650756835937},{"word":"gain ","start":83.12650756835937,"end":83.33741674804688},{"word":"your ","start":83.33741674804688,"end":83.474689453125},{"word":"designation ","start":83.474689453125,"end":84.0337802734375},{"word":"back ","start":84.0337802734375,"end":84.28741674804688},{"word":"and ","start":84.28741674804688,"end":84.4137802734375},{"word":"continue ","start":84.4137802734375,"end":84.7937802734375},{"word":"benefiting ","start":84.7937802734375,"end":85.22650756835938},{"word":"from ","start":85.22650756835938,"end":85.39559838867187},{"word":"our ","start":85.39559838867187,"end":85.53287109375},{"word":"services.","start":85.53287109375,"end":86.35559838867188},{"word":" As ","start":86.40565161132812,"end":86.6174697265625},{"word":"a ","start":86.6174697265625,"end":86.69110595703125},{"word":"member, ","start":86.69110595703125,"end":87.50383325195313},{"word":"you ","start":87.50383325195313,"end":87.66201513671875},{"word":"get ","start":87.66201513671875,"end":87.88383325195312},{"word":"unlimited ","start":87.88383325195312,"end":88.39019702148437},{"word":"help ","start":88.39019702148437,"end":88.60110595703125},{"word":"with ","start":88.60110595703125,"end":88.77019702148438},{"word":"complex ","start":88.77019702148438,"end":89.29837890625},{"word":"payroll ","start":89.29837890625,"end":89.74110595703125},{"word":"issues, ","start":89.74110595703125,"end":90.56474243164062},{"word":"constant ","start":90.56474243164062,"end":91.12383325195313},{"word":"updates ","start":91.12383325195313,"end":91.63019702148438},{"word":"on ","start":91.63019702148438,"end":91.7574697265625},{"word":"changes ","start":91.7574697265625,"end":92.15837890625},{"word":"in ","start":92.15837890625,"end":92.29565161132813},{"word":"payroll, ","start":92.29565161132813,"end":92.92837890625},{"word":"preferred ","start":92.92837890625,"end":93.38292431640625},{"word":"member ","start":93.38292431640625,"end":93.69928784179687},{"word":"rates ","start":93.69928784179687,"end":93.98383325195313},{"word":"for ","start":93.98383325195313,"end":94.15292431640626},{"word":"professional ","start":94.15292431640626,"end":94.64928784179688},{"word":"development ","start":94.64928784179688,"end":95.08201513671875},{"word":"seminars, ","start":95.08201513671875,"end":96.116560546875},{"word":"networking ","start":96.116560546875,"end":96.63383325195312},{"word":"with ","start":96.63383325195312,"end":96.81292431640625},{"word":"other ","start":96.81292431640625,"end":97.05565161132813},{"word":"payroll ","start":97.05565161132813,"end":97.34019702148437},{"word":"professionals ","start":97.34019702148437,"end":97.42474243164062},{"word":"locally ","start":97.42474243164062,"end":98.13201513671875},{"word":"and ","start":98.13201513671875,"end":98.55383325195312},{"word":"across ","start":98.55383325195312,"end":98.65928784179688},{"word":"Canada, ","start":98.65928784179688,"end":99.06019702148437},{"word":"support ","start":99.06019702148437,"end":99.59928784179688},{"word":"with ","start":99.59928784179688,"end":99.97837890625},{"word":"recruiting ","start":99.97837890625,"end":100.1374697265625},{"word":"payroll ","start":100.1374697265625,"end":100.57019702148438},{"word":"professionals, ","start":100.57019702148438,"end":100.98110595703125},{"word":"and ","start":100.98110595703125,"end":102.026560546875},{"word":"discounts ","start":102.026560546875,"end":102.226560546875},{"word":"in ","start":102.226560546875,"end":102.69110595703125},{"word":"many ","start":102.69110595703125,"end":102.8074697265625},{"word":"retail ","start":102.8074697265625,"end":103.07110595703125},{"word":"stores ","start":103.07110595703125,"end":103.46201513671875},{"word":"and ","start":103.46201513671875,"end":103.77837890625},{"word":"services ","start":103.77837890625,"end":103.89474243164062},{"word":"using ","start":103.89474243164062,"end":104.74928784179687},{"word":"MembersPerks. 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","words":[{"word":"Sorry. ","start":168.429,"end":168.749}]},{"role":"agent","content":"No problem at all. I just wanted to make sure you’re aware of all your options.\n\nThank you for speaking with me today. 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","words":[{"word":"Advancing ","start":48.508998,"end":48.989},{"word":"my ","start":48.989,"end":49.309},{"word":"payroll ","start":49.309,"end":49.708999999999996},{"word":"career. ","start":49.708999999999996,"end":50.028999999999996}]},{"role":"agent","content":"Thank you. \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":"Thank ","start":52.127636474609375,"end":52.4230908203125},{"word":"you. 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","words":[{"word":"I ","start":63.549003,"end":63.789},{"word":"would ","start":63.789,"end":63.949},{"word":"say ","start":63.949,"end":64.109004},{"word":"three. ","start":64.109004,"end":64.509}]},{"role":"agent","content":"Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. 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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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided\n2026 Apr 15 contact declined renewal because retired\n2026 Apr 15 contact declined renewal due to unemployment\n2026 Apr 15 contact declined renewal due to unemployment, completed survey questions.\n2026 Apr 15 contact declined to renew membership citing no value in membership.\n2026 Apr 15 contact declined renewal due to fee concerns.\n2026 Apr 15 contact declined renewal citing difficulty maintaining CPE hours.","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T15:27:15-05:00","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 52 → 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 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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":"1676189302","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"278","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T15:26:55-05:00","udate":"2026-04-15T15:27:16-05:00","edate":"2026-04-15T15:20:47-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 15:27:16","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 15:27:16","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 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FIELD 80 → 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":"1676189302","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"278","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T15:26:55-05:00","udate":"2026-04-15T15:27:16-05:00","edate":"2026-04-15T15:20:47-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 15:27:16","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 15:27:16","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-15 16:34:37 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_1b769cf0684fc9e0b7cb1a46ff8","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":37,"agent_name":"NPI LN PRO","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":"PRO","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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided\n2026 Apr 15 contact declined renewal because retired\n2026 Apr 15 contact declined renewal due to unemployment\n2026 Apr 15 contact declined renewal due to unemployment, completed survey questions.\n2026 Apr 15 contact declined to renew membership citing no value in membership.\n2026 Apr 15 contact declined renewal due to fee concerns.\n2026 Apr 15 contact declined renewal citing difficulty maintaining CPE hours.","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-15T16:30:37-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"2025-04-10","paid_thru":"","company_paid_thru":"2026-03-31","the_withdrawal_date":"2025-01-01","the_withdrawal_duration":"1 year and 3 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_1b769cf0684fc9e0b7cb1a46ff8","X-RetellAI-SipTraceId":"call_1b769cf0684fc9e0b7cb1a46ff8","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1776285078266,"end_timestamp":1776285269682,"duration_ms":191416,"transcript":"Agent: Hello, may I \nUser: Hello? \nAgent: please speak with Gil?\nAgent: Hello, am I speaking with Gil?\nUser: Speaking. Yes. \nAgent: Thank you. \n\nHi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Yeah. That's okay. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: Advancing my payroll career. \nAgent: Thank you.\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 three. \nAgent: Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: I'm thirty eight. \nAgent: Thank you.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: No. \nAgent: Thank you for letting me know.\n\nCould you tell me the main reason you decided not to renew your membership?Is it because: \n1. You are no longer working in payroll. \n2. You didn’t use the membership enough, or payroll wasn’t complex for you. \n3. You’re temporarily out of a payroll job. \n4. You felt the benefits were useful, but the fee wasn’t worth it. \nOr, if you have another reason, you can tell me what it is. Which of these best describes your situation?\nUser: I really can't keep my CP hours \nAgent: Thank you for sharing that.Just so you know, there’s also an Associate membership option that you can choose, with no exams or certification requirements, but you'll still get access to all payroll resources and updates and other membership perks. Associate membership is just a flexible way to stay informed without the commitment of maintaining a designation. Would you like me to send you the Associate membership details for you to review?\nUser: Yeah. Sure. \nAgent: That's perfect. I’ll update your preferences and send you the information in an email.\nJust to confirm, is your email address still g@directobjective.ca?\nUser: That's correct. \nAgent: Thank you. I’ve sent you the Associate membership information by email. \n\nThank you for speaking with me today. Have a good day and goodbye.\nUser: Thank you. Goodbye. \n","transcript_object":[{"role":"agent","content":"Hello, may I ","words":[{"word":"Hello, ","start":1.06545458984375,"end":1.3509091796875},{"word":"may ","start":1.3509091796875,"end":1.477272705078125},{"word":"I ","start":1.477272705078125,"end":1.5409091796875}],"metadata":{"response_id":0}},{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":1.6239999,"end":2.024}]},{"role":"agent","content":"please speak with Gil?","words":[{"word":"please ","start":1.5409091796875,"end":1.7409091796875},{"word":"speak ","start":1.7409091796875,"end":1.9309091796875},{"word":"with ","start":1.9309091796875,"end":2.057272705078125},{"word":"Gil?","start":2.057272705078125,"end":2.48}],"metadata":{"response_id":0}},{"role":"agent","content":"Hello, am I speaking with Gil?","words":[{"word":"Hello, ","start":3.80445458984375,"end":4.17354541015625},{"word":"am ","start":4.17354541015625,"end":4.332636474609375},{"word":"I ","start":4.332636474609375,"end":4.416272705078125},{"word":"speaking ","start":4.416272705078125,"end":4.701727294921875},{"word":"with ","start":4.701727294921875,"end":4.849},{"word":"Gil?","start":4.849,"end":5.345363525390625}],"metadata":{"response_id":1}},{"role":"user","content":"Speaking. Yes. ","words":[{"word":"Speaking. ","start":3.754,"end":4.154},{"word":"Yes. ","start":6.184,"end":6.4239996}]},{"role":"agent","content":"Thank you. \n\nHi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Thank ","start":7.608636474609375,"end":7.9259091796875},{"word":"you.","start":7.9259091796875,"end":8.37954541015625},{"word":" \n\nHi.","start":10.111818115234374,"end":10.6190908203125},{"word":"My ","start":10.6485341796875,"end":10.785806884765625},{"word":"name ","start":10.785806884765625,"end":10.91217041015625},{"word":"is ","start":10.91217041015625,"end":11.0185341796875},{"word":"Ellen, ","start":11.0185341796875,"end":11.28217041015625},{"word":"and ","start":11.28217041015625,"end":11.3985341796875},{"word":"I’m ","start":11.3985341796875,"end":11.524897705078125},{"word":"calling ","start":11.524897705078125,"end":11.777625},{"word":"on ","start":11.777625,"end":11.87307958984375},{"word":"behalf ","start":11.87307958984375,"end":12.210352294921876},{"word":"of ","start":12.210352294921876,"end":12.3167158203125},{"word":"the ","start":12.3167158203125,"end":12.42217041015625},{"word":"National ","start":12.42217041015625,"end":12.770352294921874},{"word":"Payroll ","start":12.770352294921874,"end":13.1185341796875},{"word":"Institute, ","start":13.1185341796875,"end":13.603988525390625},{"word":"NPI. 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That's okay. ","words":[{"word":"Yeah. ","start":23.114,"end":23.514002},{"word":"That's ","start":23.514002,"end":23.834001},{"word":"okay. ","start":23.834001,"end":24.074001000000003}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","start":45.689651611328124,"end":46.259651611328124},{"word":"Advancing ","start":46.259651611328124,"end":46.75601513671875},{"word":"your ","start":46.75601513671875,"end":46.88237890625},{"word":"payroll ","start":46.88237890625,"end":47.220560546875},{"word":"career.","start":47.220560546875,"end":47.674197021484375},{"word":" \n\nWhich ","start":47.72223486328125,"end":47.90223486328125},{"word":"one ","start":47.90223486328125,"end":48.049507568359374},{"word":"best ","start":48.049507568359374,"end":48.250416748046874},{"word":"describes ","start":48.250416748046874,"end":48.53496215820312},{"word":"your ","start":48.53496215820312,"end":48.66223486328125},{"word":"situation?","start":48.66223486328125,"end":49.41132568359375}],"metadata":{"response_id":5}},{"role":"user","content":"Advancing my payroll career. ","words":[{"word":"Advancing ","start":50.743997,"end":51.224000000000004},{"word":"my ","start":51.224000000000004,"end":51.544000000000004},{"word":"payroll ","start":51.544000000000004,"end":52.024},{"word":"career. ","start":52.024,"end":52.344}]},{"role":"agent","content":"Thank you.\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":"Thank ","start":53.484636474609374,"end":53.7700908203125},{"word":"you.","start":53.7700908203125,"end":54.171},{"word":"\n\nNow, ","start":54.22244311523438,"end":54.44426147460938},{"word":"on ","start":54.44426147460938,"end":54.5815341796875},{"word":"a ","start":54.5815341796875,"end":54.64517041015625},{"word":"scale ","start":54.64517041015625,"end":54.940625},{"word":"of ","start":54.940625,"end":55.07789770507812},{"word":"1 ","start":55.07789770507812,"end":55.3097158203125},{"word":"to ","start":55.3097158203125,"end":55.478806884765625},{"word":"5, ","start":55.478806884765625,"end":56.19698852539062},{"word":"with ","start":56.19698852539062,"end":56.460625},{"word":"5 ","start":56.460625,"end":56.81880688476563},{"word":"being ","start":56.81880688476563,"end":57.040625},{"word":"very ","start":57.040625,"end":57.283352294921876},{"word":"satisfied ","start":57.283352294921876,"end":57.790625},{"word":"and ","start":57.790625,"end":57.90607958984375},{"word":"1 ","start":57.90607958984375,"end":58.106988525390626},{"word":"being ","start":58.106988525390626,"end":58.3497158203125},{"word":"very ","start":58.3497158203125,"end":58.603352294921876},{"word":"dissatisfied, ","start":58.603352294921876,"end":59.658806884765625},{"word":"how ","start":59.658806884765625,"end":59.9115341796875},{"word":"would ","start":59.9115341796875,"end":60.13335229492188},{"word":"you ","start":60.13335229492188,"end":60.31244311523437},{"word":"rate ","start":60.31244311523437,"end":60.576988525390625},{"word":"your ","start":60.576988525390625,"end":60.74517041015625},{"word":"overall ","start":60.74517041015625,"end":61.13607958984375},{"word":"satisfaction ","start":61.13607958984375,"end":61.758806884765626},{"word":"with ","start":61.758806884765626,"end":61.91698852539062},{"word":"your ","start":61.91698852539062,"end":62.106988525390626},{"word":"NPI ","start":62.106988525390626,"end":62.518806884765624},{"word":"membership ","start":62.518806884765624,"end":62.98335229492187},{"word":"experience?","start":62.98335229492187,"end":63.84880688476562}],"metadata":{"response_id":6}},{"role":"user","content":"I would say three. ","words":[{"word":"I ","start":65.044,"end":65.284},{"word":"would ","start":65.284,"end":65.444},{"word":"say ","start":65.444,"end":65.764},{"word":"three. ","start":65.764,"end":66.164}]},{"role":"agent","content":"Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":67.85863647460937,"end":68.09045458984374},{"word":"you ","start":68.09045458984374,"end":68.20681811523437},{"word":"for ","start":68.20681811523437,"end":68.3540908203125},{"word":"your ","start":68.3540908203125,"end":68.50227270507813},{"word":"feedback.","start":68.50227270507813,"end":69.23045458984375},{"word":"\n\nNow, ","start":69.27931811523437,"end":69.54386352539062},{"word":"for ","start":69.54386352539062,"end":69.72295458984375},{"word":"statistical ","start":69.72295458984375,"end":70.30386352539062},{"word":"purposes ","start":70.30386352539062,"end":70.7365908203125},{"word":"only, ","start":70.7365908203125,"end":71.05295458984375},{"word":"could ","start":71.05295458984375,"end":71.23204541015625},{"word":"you ","start":71.23204541015625,"end":71.36931811523438},{"word":"please ","start":71.36931811523438,"end":71.67568188476562},{"word":"tell ","start":71.67568188476562,"end":71.9184091796875},{"word":"us ","start":71.9184091796875,"end":72.04477270507813},{"word":"your ","start":72.04477270507813,"end":72.21386352539062},{"word":"age ","start":72.21386352539062,"end":72.4675},{"word":"range?","start":72.4675,"end":73.0375},{"word":"\nIs ","start":73.08610986328125,"end":73.20247338867188},{"word":"it ","start":73.20247338867188,"end":73.30792797851562},{"word":"18 ","start":73.30792797851562,"end":73.751564453125},{"word":"to ","start":73.751564453125,"end":73.83610986328125},{"word":"30?","start":73.83610986328125,"end":74.43792797851563},{"word":" 31 ","start":74.46061743164063,"end":74.74516284179687},{"word":"to ","start":74.74516284179687,"end":74.9033447265625},{"word":"45? 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?","words":[{"word":"Thank ","start":82.48463647460937,"end":82.801},{"word":"you.","start":82.801,"end":83.22281811523438},{"word":"\n\nWe’d ","start":83.27344311523437,"end":83.48526147460937},{"word":"love ","start":83.48526147460937,"end":83.67526147460937},{"word":"to ","start":83.67526147460937,"end":83.76980688476563},{"word":"see ","start":83.76980688476563,"end":83.94889770507812},{"word":"you ","start":83.94889770507812,"end":84.06526147460937},{"word":"gain ","start":84.06526147460937,"end":84.26617041015625},{"word":"your ","start":84.26617041015625,"end":84.3925341796875},{"word":"designation ","start":84.3925341796875,"end":84.9307158203125},{"word":"back ","start":84.9307158203125,"end":85.141625},{"word":"and ","start":85.141625,"end":85.24798852539062},{"word":"continue ","start":85.24798852539062,"end":85.63798852539063},{"word":"benefiting ","start":85.63798852539063,"end":86.0707158203125},{"word":"from ","start":86.0707158203125,"end":86.23980688476563},{"word":"our ","start":86.23980688476563,"end":86.36617041015624},{"word":"services.","start":86.36617041015624,"end":87.07344311523437},{"word":" As ","start":87.0874091796875,"end":87.30831811523437},{"word":"a ","start":87.30831811523437,"end":87.41468188476563},{"word":"member, ","start":87.41468188476563,"end":87.79377270507813},{"word":"you ","start":87.79377270507813,"end":87.94195458984375},{"word":"get ","start":87.94195458984375,"end":88.12104541015626},{"word":"unlimited ","start":88.12104541015626,"end":88.5755908203125},{"word":"help ","start":88.5755908203125,"end":88.87104541015626},{"word":"with ","start":88.87104541015626,"end":89.29286352539063},{"word":"complex ","start":89.29286352539063,"end":89.81013647460938},{"word":"payroll ","start":89.81013647460938,"end":90.19013647460937},{"word":"issues, ","start":90.19013647460937,"end":90.99195458984374},{"word":"constant ","start":90.99195458984374,"end":91.4565},{"word":"updates ","start":91.4565,"end":91.90013647460937},{"word":"on ","start":91.90013647460937,"end":92.0265},{"word":"changes ","start":92.0265,"end":92.3855908203125},{"word":"in ","start":92.3855908203125,"end":92.49104541015625},{"word":"payroll, ","start":92.49104541015625,"end":92.9974091796875},{"word":"preferred ","start":92.9974091796875,"end":93.45104541015625},{"word":"member ","start":93.45104541015625,"end":93.7255908203125},{"word":"rates ","start":93.7255908203125,"end":93.96831811523438},{"word":"for ","start":93.96831811523438,"end":94.1265},{"word":"professional ","start":94.1265,"end":94.62286352539063},{"word":"development ","start":94.62286352539063,"end":95.03468188476562},{"word":"seminars, ","start":95.03468188476562,"end":95.92104541015625},{"word":"networking ","start":95.92104541015625,"end":96.35377270507813},{"word":"with ","start":96.35377270507813,"end":96.49104541015625},{"word":"other ","start":96.49104541015625,"end":96.67013647460938},{"word":"payroll ","start":96.67013647460938,"end":96.9555908203125},{"word":"professionals ","start":96.9555908203125,"end":97.02922729492188},{"word":"locally ","start":97.02922729492188,"end":97.64195458984375},{"word":"and ","start":97.64195458984375,"end":98.02195458984374},{"word":"across ","start":98.02195458984374,"end":98.1274091796875},{"word":"Canada, ","start":98.1274091796875,"end":98.4965},{"word":"support ","start":98.4965,"end":99.03468188476562},{"word":"with ","start":99.03468188476562,"end":99.47831811523437},{"word":"recruiting ","start":99.47831811523437,"end":99.71013647460937},{"word":"payroll ","start":99.71013647460937,"end":100.15377270507813},{"word":"professionals, ","start":100.15377270507813,"end":100.48104541015626},{"word":"and ","start":100.48104541015626,"end":101.25104541015625},{"word":"discounts ","start":101.25104541015625,"end":102.00104541015625},{"word":"in ","start":102.00104541015625,"end":102.57104541015624},{"word":"many ","start":102.57104541015624,"end":102.6974091796875},{"word":"retail ","start":102.6974091796875,"end":102.97195458984375},{"word":"stores ","start":102.97195458984375,"end":103.37286352539063},{"word":"and ","start":103.37286352539063,"end":103.76286352539063},{"word":"services ","start":103.76286352539063,"end":103.93195458984376},{"word":"using ","start":103.93195458984376,"end":104.68195458984376},{"word":"MembersPerks. 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You are no longer working in payroll. \n2. You didn’t use the membership enough, or payroll wasn’t complex for you. \n3. You’re temporarily out of a payroll job. \n4. You felt the benefits were useful, but the fee wasn’t worth it. \nOr, if you have another reason, you can tell me what it is. 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","words":[{"word":"That's ","start":177.70401,"end":178.104},{"word":"correct. ","start":178.104,"end":178.344}]},{"role":"agent","content":"Thank you. I’ve sent you the Associate membership information by email. \n\nThank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"Thank ","start":181.16163647460937,"end":181.4570908203125},{"word":"you. ","start":181.4570908203125,"end":181.848},{"word":"I’ve ","start":181.89877661132812,"end":182.08877661132811},{"word":"sent ","start":182.08877661132811,"end":182.23695825195313},{"word":"you ","start":182.23695825195313,"end":182.3424128417969},{"word":"the ","start":182.3424128417969,"end":182.44786743164062},{"word":"Associate ","start":182.44786743164062,"end":182.8705947265625},{"word":"membership ","start":182.8705947265625,"end":183.22877661132813},{"word":"information ","start":183.22877661132813,"end":183.70423095703126},{"word":"by ","start":183.70423095703126,"end":183.85150390625},{"word":"email. 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I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Thank ","start":7.608636474609375,"end":7.9259091796875},{"word":"you.","start":7.9259091796875,"end":8.37954541015625},{"word":" \n\nHi.","start":10.111818115234374,"end":10.6190908203125},{"word":"My ","start":10.6485341796875,"end":10.785806884765625},{"word":"name ","start":10.785806884765625,"end":10.91217041015625},{"word":"is ","start":10.91217041015625,"end":11.0185341796875},{"word":"Ellen, ","start":11.0185341796875,"end":11.28217041015625},{"word":"and ","start":11.28217041015625,"end":11.3985341796875},{"word":"I’m ","start":11.3985341796875,"end":11.524897705078125},{"word":"calling ","start":11.524897705078125,"end":11.777625},{"word":"on ","start":11.777625,"end":11.87307958984375},{"word":"behalf ","start":11.87307958984375,"end":12.210352294921876},{"word":"of ","start":12.210352294921876,"end":12.3167158203125},{"word":"the ","start":12.3167158203125,"end":12.42217041015625},{"word":"National ","start":12.42217041015625,"end":12.770352294921874},{"word":"Payroll ","start":12.770352294921874,"end":13.1185341796875},{"word":"Institute, ","start":13.1185341796875,"end":13.603988525390625},{"word":"NPI. 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","start":45.689651611328124,"end":46.259651611328124},{"word":"Advancing ","start":46.259651611328124,"end":46.75601513671875},{"word":"your ","start":46.75601513671875,"end":46.88237890625},{"word":"payroll ","start":46.88237890625,"end":47.220560546875},{"word":"career.","start":47.220560546875,"end":47.674197021484375},{"word":" \n\nWhich ","start":47.72223486328125,"end":47.90223486328125},{"word":"one ","start":47.90223486328125,"end":48.049507568359374},{"word":"best ","start":48.049507568359374,"end":48.250416748046874},{"word":"describes ","start":48.250416748046874,"end":48.53496215820312},{"word":"your ","start":48.53496215820312,"end":48.66223486328125},{"word":"situation?","start":48.66223486328125,"end":49.41132568359375}],"metadata":{"response_id":5}},{"role":"user","content":"Advancing my payroll career. ","words":[{"word":"Advancing ","start":50.743997,"end":51.224000000000004},{"word":"my ","start":51.224000000000004,"end":51.544000000000004},{"word":"payroll ","start":51.544000000000004,"end":52.024},{"word":"career. ","start":52.024,"end":52.344}]},{"role":"agent","content":"Thank you.\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":"Thank ","start":53.484636474609374,"end":53.7700908203125},{"word":"you.","start":53.7700908203125,"end":54.171},{"word":"\n\nNow, ","start":54.22244311523438,"end":54.44426147460938},{"word":"on ","start":54.44426147460938,"end":54.5815341796875},{"word":"a ","start":54.5815341796875,"end":54.64517041015625},{"word":"scale ","start":54.64517041015625,"end":54.940625},{"word":"of ","start":54.940625,"end":55.07789770507812},{"word":"1 ","start":55.07789770507812,"end":55.3097158203125},{"word":"to ","start":55.3097158203125,"end":55.478806884765625},{"word":"5, ","start":55.478806884765625,"end":56.19698852539062},{"word":"with ","start":56.19698852539062,"end":56.460625},{"word":"5 ","start":56.460625,"end":56.81880688476563},{"word":"being ","start":56.81880688476563,"end":57.040625},{"word":"very ","start":57.040625,"end":57.283352294921876},{"word":"satisfied ","start":57.283352294921876,"end":57.790625},{"word":"and ","start":57.790625,"end":57.90607958984375},{"word":"1 ","start":57.90607958984375,"end":58.106988525390626},{"word":"being ","start":58.106988525390626,"end":58.3497158203125},{"word":"very ","start":58.3497158203125,"end":58.603352294921876},{"word":"dissatisfied, ","start":58.603352294921876,"end":59.658806884765625},{"word":"how ","start":59.658806884765625,"end":59.9115341796875},{"word":"would ","start":59.9115341796875,"end":60.13335229492188},{"word":"you ","start":60.13335229492188,"end":60.31244311523437},{"word":"rate ","start":60.31244311523437,"end":60.576988525390625},{"word":"your ","start":60.576988525390625,"end":60.74517041015625},{"word":"overall ","start":60.74517041015625,"end":61.13607958984375},{"word":"satisfaction ","start":61.13607958984375,"end":61.758806884765626},{"word":"with ","start":61.758806884765626,"end":61.91698852539062},{"word":"your ","start":61.91698852539062,"end":62.106988525390626},{"word":"NPI ","start":62.106988525390626,"end":62.518806884765624},{"word":"membership ","start":62.518806884765624,"end":62.98335229492187},{"word":"experience?","start":62.98335229492187,"end":63.84880688476562}],"metadata":{"response_id":6}},{"role":"user","content":"I would say three. ","words":[{"word":"I ","start":65.044,"end":65.284},{"word":"would ","start":65.284,"end":65.444},{"word":"say ","start":65.444,"end":65.764},{"word":"three. ","start":65.764,"end":66.164}]},{"role":"agent","content":"Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":67.85863647460937,"end":68.09045458984374},{"word":"you ","start":68.09045458984374,"end":68.20681811523437},{"word":"for ","start":68.20681811523437,"end":68.3540908203125},{"word":"your ","start":68.3540908203125,"end":68.50227270507813},{"word":"feedback.","start":68.50227270507813,"end":69.23045458984375},{"word":"\n\nNow, ","start":69.27931811523437,"end":69.54386352539062},{"word":"for ","start":69.54386352539062,"end":69.72295458984375},{"word":"statistical ","start":69.72295458984375,"end":70.30386352539062},{"word":"purposes ","start":70.30386352539062,"end":70.7365908203125},{"word":"only, ","start":70.7365908203125,"end":71.05295458984375},{"word":"could ","start":71.05295458984375,"end":71.23204541015625},{"word":"you ","start":71.23204541015625,"end":71.36931811523438},{"word":"please ","start":71.36931811523438,"end":71.67568188476562},{"word":"tell ","start":71.67568188476562,"end":71.9184091796875},{"word":"us ","start":71.9184091796875,"end":72.04477270507813},{"word":"your ","start":72.04477270507813,"end":72.21386352539062},{"word":"age ","start":72.21386352539062,"end":72.4675},{"word":"range?","start":72.4675,"end":73.0375},{"word":"\nIs ","start":73.08610986328125,"end":73.20247338867188},{"word":"it ","start":73.20247338867188,"end":73.30792797851562},{"word":"18 ","start":73.30792797851562,"end":73.751564453125},{"word":"to ","start":73.751564453125,"end":73.83610986328125},{"word":"30?","start":73.83610986328125,"end":74.43792797851563},{"word":" 31 ","start":74.46061743164063,"end":74.74516284179687},{"word":"to ","start":74.74516284179687,"end":74.9033447265625},{"word":"45? 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?","words":[{"word":"Thank ","start":82.48463647460937,"end":82.801},{"word":"you.","start":82.801,"end":83.22281811523438},{"word":"\n\nWe’d ","start":83.27344311523437,"end":83.48526147460937},{"word":"love ","start":83.48526147460937,"end":83.67526147460937},{"word":"to ","start":83.67526147460937,"end":83.76980688476563},{"word":"see ","start":83.76980688476563,"end":83.94889770507812},{"word":"you ","start":83.94889770507812,"end":84.06526147460937},{"word":"gain ","start":84.06526147460937,"end":84.26617041015625},{"word":"your ","start":84.26617041015625,"end":84.3925341796875},{"word":"designation ","start":84.3925341796875,"end":84.9307158203125},{"word":"back ","start":84.9307158203125,"end":85.141625},{"word":"and ","start":85.141625,"end":85.24798852539062},{"word":"continue ","start":85.24798852539062,"end":85.63798852539063},{"word":"benefiting ","start":85.63798852539063,"end":86.0707158203125},{"word":"from ","start":86.0707158203125,"end":86.23980688476563},{"word":"our ","start":86.23980688476563,"end":86.36617041015624},{"word":"services.","start":86.36617041015624,"end":87.07344311523437},{"word":" As ","start":87.0874091796875,"end":87.30831811523437},{"word":"a ","start":87.30831811523437,"end":87.41468188476563},{"word":"member, ","start":87.41468188476563,"end":87.79377270507813},{"word":"you ","start":87.79377270507813,"end":87.94195458984375},{"word":"get ","start":87.94195458984375,"end":88.12104541015626},{"word":"unlimited ","start":88.12104541015626,"end":88.5755908203125},{"word":"help ","start":88.5755908203125,"end":88.87104541015626},{"word":"with ","start":88.87104541015626,"end":89.29286352539063},{"word":"complex ","start":89.29286352539063,"end":89.81013647460938},{"word":"payroll ","start":89.81013647460938,"end":90.19013647460937},{"word":"issues, ","start":90.19013647460937,"end":90.99195458984374},{"word":"constant ","start":90.99195458984374,"end":91.4565},{"word":"updates ","start":91.4565,"end":91.90013647460937},{"word":"on ","start":91.90013647460937,"end":92.0265},{"word":"changes ","start":92.0265,"end":92.3855908203125},{"word":"in ","start":92.3855908203125,"end":92.49104541015625},{"word":"payroll, ","start":92.49104541015625,"end":92.9974091796875},{"word":"preferred ","start":92.9974091796875,"end":93.45104541015625},{"word":"member ","start":93.45104541015625,"end":93.7255908203125},{"word":"rates ","start":93.7255908203125,"end":93.96831811523438},{"word":"for ","start":93.96831811523438,"end":94.1265},{"word":"professional ","start":94.1265,"end":94.62286352539063},{"word":"development ","start":94.62286352539063,"end":95.03468188476562},{"word":"seminars, ","start":95.03468188476562,"end":95.92104541015625},{"word":"networking ","start":95.92104541015625,"end":96.35377270507813},{"word":"with ","start":96.35377270507813,"end":96.49104541015625},{"word":"other ","start":96.49104541015625,"end":96.67013647460938},{"word":"payroll ","start":96.67013647460938,"end":96.9555908203125},{"word":"professionals ","start":96.9555908203125,"end":97.02922729492188},{"word":"locally ","start":97.02922729492188,"end":97.64195458984375},{"word":"and ","start":97.64195458984375,"end":98.02195458984374},{"word":"across ","start":98.02195458984374,"end":98.1274091796875},{"word":"Canada, ","start":98.1274091796875,"end":98.4965},{"word":"support ","start":98.4965,"end":99.03468188476562},{"word":"with ","start":99.03468188476562,"end":99.47831811523437},{"word":"recruiting ","start":99.47831811523437,"end":99.71013647460937},{"word":"payroll ","start":99.71013647460937,"end":100.15377270507813},{"word":"professionals, ","start":100.15377270507813,"end":100.48104541015626},{"word":"and ","start":100.48104541015626,"end":101.25104541015625},{"word":"discounts ","start":101.25104541015625,"end":102.00104541015625},{"word":"in ","start":102.00104541015625,"end":102.57104541015624},{"word":"many ","start":102.57104541015624,"end":102.6974091796875},{"word":"retail ","start":102.6974091796875,"end":102.97195458984375},{"word":"stores ","start":102.97195458984375,"end":103.37286352539063},{"word":"and ","start":103.37286352539063,"end":103.76286352539063},{"word":"services ","start":103.76286352539063,"end":103.93195458984376},{"word":"using ","start":103.93195458984376,"end":104.68195458984376},{"word":"MembersPerks. 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You are no longer working in payroll. \n2. You didn’t use the membership enough, or payroll wasn’t complex for you. \n3. You’re temporarily out of a payroll job. \n4. You felt the benefits were useful, but the fee wasn’t worth it. \nOr, if you have another reason, you can tell me what it is. 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All survey questions were asked in correct order, valid outcome assigned, and approved closing spoken.","Official Opening Gate Accuracy":"100%. Official opening was spoken only after identity confirmation and not to a gatekeeper.","Survey Order Integrity Score":"100%. Survey questions were asked in the correct order with no violations.","Skip Logic Accuracy":"100%. Logical branching was correct with email sent after refusal and no unnecessary questions skipped.","Verbatim Survey Compliance":"100%. All survey questions were asked with correct wording including the phrase 'for statistical purposes' in the age question.","Mandatory Phrase Detection":"Yes. The agent used the phrase 'for statistical purposes', gave the approved closing sentence, and confirmed sending an email with a link.","Debug Analytical Variables":"The call flow was fully completed with all questions asked and proper closing, resulting in 100% completion rate. The official opening was correctly placed after identity confirmation, scoring 100%. Survey questions followed the exact order without violations, scoring 100%. Skip logic was properly applied with the renewal email sent after refusal and no questions skipped incorrectly, scoring 100%. Verbatim compliance was perfect with all required phrases used, including 'for statistical purposes' in the age question, scoring 100%. Mandatory phrases were all present, leading to a 'Yes' compliance rating.","IVR_detector":"No","call_sequence":"5 questions asked","Concern-Question":"","Lead Status":"Refused","called_by":"+14375242727","Withdrawal date":""}},"data_storage_setting":"everything","llm_token_usage":{"values":[9023,9024,9042,10074,10161,10161,10138,10385,9337,9337,10173,10173,10471,10484,10476,10478,10667,11673,11564,10739],"average":10179,"num_requests":20},"tool_calls":[{"tool_call_id":"1d97d01df8d5af51","name":"send_ast_application_form","type":"custom","start_time_sec":179.299,"latency_ms":817.0000000000073,"success":true}],"from_number":"+14375242727","to_number":"+15144313257","direction":"outbound"},"event_timestamp":1776285278286} ---------------------------------------- EVENT: call_analyzed CONTACT ID: 31090 CALL ID: call_1b769cf0684fc9e0b7cb1a46ff8 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":"168659055","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"278","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T15:34:24-05:00","udate":"2026-04-15T15:34:38-05:00","edate":"2026-04-15T15:20:47-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 15:34:38","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 15:34:38","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 13:20:38","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":"","whatsapp_username":"","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 contacted Gil regarding his lapsed Professional membership with the National Payroll Institute. Gil expressed that he did not want to renew due to difficulty maintaining CP hours but was interested in receiving information about the Associate membership option. The agent confirmed Gil's email and sent the Associate membership details.","cdate":"2026-01-21T16:07:22-06:00","udate":"2026-04-15T15:34:38-05:00","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 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00:00:00","whatsapp_id":"","whatsapp_username":"","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":"Membership Renewal Declined, Associate Info Sent","cdate":"2026-01-21T16:07:23-06:00","udate":"2026-04-15T15:34:39-05:00","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 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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\n2026 Mar 16 contact declined renewal citing lack of usage and poor service experience; feedback to be forwarded\n2026 Mar 19 contact confirmed email and received webinar info email; membership expiration discussed, renewal email offered\n2026 Mar 19 contact declined renewal citing no longer working in payroll\n2026 Mar 19 contact agreed to renew and was sent renewal application email - NPI# 31090\n2026 Mar 19 contact interested in webinars, email sent with info, declined membership renewal\n2026 Apr 14 contact expressed dissatisfaction with service but agreed to renew and was sent renewal email - NPI# 31090\n2026 Apr 14 contact declined renewal due to upcoming retirement\n2026 Apr 14 contact declined renewal due to job change to HR; completed survey\n2026 Apr 14 contact answered, completed survey, declined renewal due to job change to HR\n2026 Apr 14 contact declined renewal initially citing lack of benefit but showed interest after explanation and was sent reinstatement email - NPI# 31090\n2026 Apr 15 contact agreed to renew after initial refusal; sent renewal email twice - NPI# not provided\n2026 Apr 15 contact initially dissatisfied but agreed to renew and sent the email - NPI# 31090\n2026 Apr 15 contact declined renewal because company is a member and he uses their benefits\n2026 Apr 15 contact does not want to renew due to colleague's MPI membership; sent reinstatement exam email - NPI# 31090\n2026 Apr 15 contact declined renewal due to employer no longer sponsoring membership fee\n2026 Apr 15 contact not interested in renewing due to difficulty maintaining designation; agreed to receive Associate membership info - NPI# 31090\n2026 Apr 15 contact declined renewal; employer stopped sponsoring membership\n2026 Apr 15 contact on paternity leave, declined renewal - NPI# not provided\n2026 Apr 15 contact declined renewal because retired\n2026 Apr 15 contact declined renewal due to unemployment\n2026 Apr 15 contact declined renewal due to unemployment, completed survey questions.\n2026 Apr 15 contact declined to renew membership citing no value in membership.\n2026 Apr 15 contact declined renewal due to fee concerns.\n2026 Apr 15 contact declined renewal citing difficulty maintaining CPE hours.\n2026 Apr 15 contact declined renewal due to CP hours maintenance but requested Associate membership info - NPI# 31090","cdate":"2025-03-10T09:43:49-05:00","udate":"2026-04-15T15:34:39-05:00","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 52 → HTTP 200 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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":"168659055","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"278","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T15:34:24-05:00","udate":"2026-04-15T15:34:39-05:00","edate":"2026-04-15T15:20:47-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 15:34:39","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 15:34:39","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 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FIELD 80 → 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":"168659055","ua":"okhttp\/5.3.2","hash":"2453c35fe13a6913a20edfddfcf753c0","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"278","rating_tstamp":"2026-04-15","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-15T15:34:24-05:00","udate":"2026-04-15T15:34:40-05:00","edate":"2026-04-15T15:20:47-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-10 09:43:48","updated_utc_timestamp":"2026-04-15 15:34:40","created_timestamp":"2025-03-10 09:43:48","updated_timestamp":"2026-04-15 15:34:40","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-12-01 14:10:18","last_open_date":"2026-04-15 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