======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-30 15:09:14 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_4fb3a477c96cde72ae56d9e1f49","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":"Gruber","full_name":"Gil Gruber","contact_id":"42424","email":"gil@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"AST","bloc_notes_ac":"2026 Mar 18 contact accepted webinar info email, declined renewal email, does not want renewal emails sent","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-30T15:04:37-04:00","called_by":"","cancel_date":"2025-01-01","corp_cancel_date":"","paid_thru":"2019-01-01","company_paid_thru":"2016-04-02","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_4fb3a477c96cde72ae56d9e1f49","X-RetellAI-SipTraceId":"call_4fb3a477c96cde72ae56d9e1f49","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1777575915184,"end_timestamp":1777576146132,"duration_ms":230948,"transcript":"Agent: Hello, may I please \nUser: Hello? \nAgent: speak with Gil?\nAgent: Hello, \nUser: Hello? \nAgent: am I speaking with Gil?\nUser: Yeah. \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. \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: Resolving complex payroll issue. \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: Sixty one and above. \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: What do I need to do in order to renew it? \nAgent: Thank you for asking. Since today is April 30, 2026, and your designation was withdrawn on January 1, 2025, it has been 1 year and 3 months.\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:\nPayroll Compliance Legislation (PCL),\nPayroll Fundamentals 1 (PF1),\nand Payroll Fundamentals 2 (PF2). \n\nYou 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, join the Professional membership.\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: Sir, sorry. It was too fast. Can you tell me again when did my membership expired? \nAgent: Of course, no problem. Your Professional membership was withdrawn on January 1, 2025. So, it has been 1 year and 3 months since your membership lapsed.Would you like me to send you an email with the detailed steps to reinstate your designation and renew your membership?\nUser: Yes. I would like to. \nAgent: Great. Just to confirm, is your email address still gil@directobjective.ca?\nUser: My email address is gillard direct objective dot c a. Yes. \nAgent: Thank you for confirming your email address as gillard@directobjective.ca. 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.\n","transcript_object":[{"role":"agent","content":"Hello, may I please ","words":[{"word":"Hello, ","start":1.23445458984375,"end":1.5199091796875},{"word":"may ","start":1.5199091796875,"end":1.656272705078125},{"word":"I ","start":1.656272705078125,"end":1.730818115234375},{"word":"please ","start":1.730818115234375,"end":1.930818115234375}],"metadata":{"response_id":0}},{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":2.0359999999999996,"end":2.436}]},{"role":"agent","content":"speak with Gil?","words":[{"word":"speak ","start":1.930818115234375,"end":2.110818115234375},{"word":"with ","start":2.110818115234375,"end":2.237181884765625},{"word":"Gil?","start":2.237181884765625,"end":2.690818115234375}],"metadata":{"response_id":0}},{"role":"agent","content":"Hello, ","words":[{"word":"Hello, ","start":4.489363525390625,"end":4.816636474609375}],"metadata":{"response_id":2}},{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":4.946,"end":5.266}]},{"role":"agent","content":"am I speaking with Gil?","words":[{"word":"am ","start":4.816636474609375,"end":4.974818115234375},{"word":"I ","start":4.974818115234375,"end":5.04845458984375},{"word":"speaking ","start":5.04845458984375,"end":5.323},{"word":"with ","start":5.323,"end":5.460272705078125},{"word":"Gil?","start":5.460272705078125,"end":6.019363525390625}],"metadata":{"response_id":2}},{"role":"user","content":"Yeah. ","words":[{"word":"Yeah. ","start":6.856,"end":7.0959997}]},{"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":7.18445458984375,"end":7.712636474609375},{"word":"My ","start":7.762068115234375,"end":7.878431884765625},{"word":"name ","start":7.878431884765625,"end":8.01570458984375},{"word":"is ","start":8.01570458984375,"end":8.142068115234375},{"word":"Ellen, ","start":8.142068115234375,"end":8.4593408203125},{"word":"and ","start":8.4593408203125,"end":8.596613525390625},{"word":"I’m ","start":8.596613525390625,"end":8.702068115234376},{"word":"calling ","start":8.702068115234376,"end":8.923886474609375},{"word":"on ","start":8.923886474609375,"end":9.007522705078125},{"word":"behalf ","start":9.007522705078125,"end":9.302977294921876},{"word":"of ","start":9.302977294921876,"end":9.366613525390624},{"word":"the ","start":9.366613525390624,"end":9.472068115234375},{"word":"National ","start":9.472068115234375,"end":9.7993408203125},{"word":"Payroll ","start":9.7993408203125,"end":10.137522705078124},{"word":"Institute, ","start":10.137522705078124,"end":10.67570458984375},{"word":"NPI. 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","words":[{"word":"Sure. ","start":20.586,"end":20.906}]},{"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":22.105636474609376,"end":22.6229091796875},{"word":"now ","start":22.6229091796875,"end":22.760181884765625},{"word":"let’s ","start":22.760181884765625,"end":22.950181884765627},{"word":"begin ","start":22.950181884765627,"end":23.172},{"word":"with ","start":23.172,"end":23.309272705078126},{"word":"the ","start":23.309272705078126,"end":23.403818115234376},{"word":"first ","start":23.403818115234376,"end":23.625636474609376},{"word":"question. 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","start":42.10337109375,"end":42.41973486328125},{"word":"Advancing ","start":42.41973486328125,"end":42.852462158203124},{"word":"your ","start":42.852462158203124,"end":42.98973486328125},{"word":"payroll ","start":42.98973486328125,"end":43.35973486328125},{"word":"career. ","start":43.35973486328125,"end":43.96064404296875},{"word":"\nWhich ","start":44.012818115234374,"end":44.24554541015625},{"word":"one ","start":44.24554541015625,"end":44.3719091796875},{"word":"best ","start":44.3719091796875,"end":44.5619091796875},{"word":"describes ","start":44.5619091796875,"end":44.9000908203125},{"word":"your ","start":44.9000908203125,"end":45.01554541015625},{"word":"situation?","start":45.01554541015625,"end":45.7019091796875}],"metadata":{"response_id":4}},{"role":"user","content":"Resolving complex payroll issue. ","words":[{"word":"Resolving ","start":47.656000000000006,"end":48.536},{"word":"complex ","start":48.536,"end":49.096000000000004},{"word":"payroll ","start":49.096000000000004,"end":49.655997000000006},{"word":"issue. ","start":49.655997000000006,"end":50.056000000000004}]},{"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":51.33263647460937,"end":51.691727294921876},{"word":"you. ","start":51.691727294921876,"end":52.2299091796875},{"word":"\n\nNow, ","start":52.262492431640624,"end":52.79067431640625},{"word":"on ","start":52.79067431640625,"end":52.95885595703125},{"word":"a ","start":52.95885595703125,"end":53.02249243164062},{"word":"scale ","start":53.02249243164062,"end":53.244310546875},{"word":"of ","start":53.244310546875,"end":53.31794702148437},{"word":"1 ","start":53.31794702148437,"end":53.4452197265625},{"word":"to ","start":53.4452197265625,"end":53.53976513671875},{"word":"5, ","start":53.53976513671875,"end":53.86703784179687},{"word":"with ","start":53.86703784179687,"end":54.08885595703125},{"word":"5 ","start":54.08885595703125,"end":54.43703784179687},{"word":"being ","start":54.43703784179687,"end":54.67976513671875},{"word":"very ","start":54.67976513671875,"end":54.89067431640625},{"word":"satisfied ","start":54.89067431640625,"end":55.42885595703125},{"word":"and ","start":55.42885595703125,"end":55.57703784179687},{"word":"1 ","start":55.57703784179687,"end":55.78794702148438},{"word":"being ","start":55.78794702148438,"end":56.03067431640625},{"word":"very ","start":56.03067431640625,"end":56.241583251953124},{"word":"dissatisfied, ","start":56.241583251953124,"end":57.6452197265625},{"word":"how ","start":57.6452197265625,"end":57.8352197265625},{"word":"would ","start":57.8352197265625,"end":58.03612890625},{"word":"you ","start":58.03612890625,"end":58.43703784179687},{"word":"rate ","start":58.43703784179687,"end":58.70067431640625},{"word":"your ","start":58.70067431640625,"end":58.86976513671875},{"word":"overall ","start":58.86976513671875,"end":59.26067431640625},{"word":"satisfaction ","start":59.26067431640625,"end":59.86158325195313},{"word":"with ","start":59.86158325195313,"end":60.04158325195313},{"word":"your ","start":60.04158325195313,"end":60.241583251953124},{"word":"NPI ","start":60.241583251953124,"end":60.55885595703125},{"word":"membership ","start":60.55885595703125,"end":60.94885595703125},{"word":"experience?","start":60.94885595703125,"end":61.74067431640625}],"metadata":{"response_id":5}},{"role":"user","content":"I would say four. ","words":[{"word":"I ","start":64.68599999999999,"end":65.006},{"word":"would ","start":65.006,"end":65.246},{"word":"say ","start":65.246,"end":65.566},{"word":"four. ","start":67.656005,"end":67.976005}]},{"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":69.16163647460938,"end":69.37254541015625},{"word":"you ","start":69.37254541015625,"end":69.4789091796875},{"word":"for ","start":69.4789091796875,"end":69.61527270507813},{"word":"sharing ","start":69.61527270507813,"end":69.92163647460937},{"word":"that.","start":69.92163647460937,"end":70.31254541015625},{"word":"\n\nNow, ","start":70.36910986328125,"end":70.52820068359375},{"word":"for ","start":70.52820068359375,"end":70.71820068359375},{"word":"statistical ","start":70.71820068359375,"end":71.34092797851562},{"word":"purposes ","start":71.34092797851562,"end":71.82638256835938},{"word":"only, ","start":71.82638256835938,"end":72.12183715820312},{"word":"could ","start":72.12183715820312,"end":72.30092797851563},{"word":"you ","start":72.30092797851563,"end":72.39638256835937},{"word":"please ","start":72.39638256835937,"end":72.58638256835937},{"word":"tell ","start":72.58638256835937,"end":72.78638256835937},{"word":"us ","start":72.78638256835937,"end":72.88183715820313},{"word":"your ","start":72.88183715820313,"end":73.02910986328125},{"word":"age ","start":73.02910986328125,"end":73.24001904296875},{"word":"range?","start":73.24001904296875,"end":73.74729174804688},{"word":" Is ","start":73.79748486328126,"end":73.90384838867188},{"word":"it ","start":73.90384838867188,"end":73.99839404296876},{"word":"18 ","start":73.99839404296876,"end":74.31475756835937},{"word":"to ","start":74.31475756835937,"end":74.38930297851563},{"word":"30?","start":74.38930297851563,"end":74.98021215820313},{"word":" 31 ","start":75.03294311523437,"end":75.31839770507813},{"word":"to ","start":75.31839770507813,"end":75.47657958984375},{"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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It was too fast. Can you tell me again when did my membership expired? ","words":[{"word":"Sir, ","start":166.54600000000002,"end":166.946},{"word":"sorry. ","start":166.946,"end":167.506},{"word":"It ","start":167.506,"end":167.746},{"word":"was ","start":167.746,"end":167.906},{"word":"too ","start":167.906,"end":168.14600000000002},{"word":"fast. ","start":168.14600000000002,"end":168.54600000000002},{"word":"Can ","start":168.54600000000002,"end":168.70600000000002},{"word":"you ","start":168.70600000000002,"end":168.866},{"word":"tell ","start":168.866,"end":169.186},{"word":"me ","start":169.186,"end":169.34599},{"word":"again ","start":169.34599,"end":169.746},{"word":"when ","start":170.126,"end":170.526},{"word":"did ","start":170.526,"end":170.76600000000002},{"word":"my ","start":170.76600000000002,"end":171.64601000000002},{"word":"membership ","start":171.966,"end":172.526},{"word":"expired? 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I would like to. ","words":[{"word":"Yes. ","start":191.846,"end":192.64601000000002},{"word":"I ","start":192.64601000000002,"end":192.806},{"word":"would ","start":192.806,"end":192.966},{"word":"like ","start":192.966,"end":193.28601},{"word":"to. ","start":193.28601,"end":193.526}]},{"role":"agent","content":"Great. Just to confirm, is your email address still gil@directobjective.ca?","words":[{"word":"Great.","start":195.00263647460937,"end":195.5199091796875},{"word":" Just ","start":195.53624243164063,"end":195.74715161132812},{"word":"to ","start":195.74715161132812,"end":195.8316970214844},{"word":"confirm, ","start":195.8316970214844,"end":196.1689697265625},{"word":"is ","start":196.1689697265625,"end":196.25351513671876},{"word":"your ","start":196.25351513671876,"end":196.39078784179688},{"word":"email ","start":196.39078784179688,"end":196.63351513671876},{"word":"address ","start":196.63351513671876,"end":197.02442431640625},{"word":"still ","start":197.02442431640625,"end":197.31987890625},{"word":"gil@directobjective.ca?","start":197.31987890625,"end":197.65715161132812}],"metadata":{"response_id":12}},{"role":"user","content":"My email address is gillard direct objective dot c a. Yes. ","words":[{"word":"My ","start":203.276,"end":203.756},{"word":"email ","start":203.756,"end":204.156},{"word":"address ","start":204.156,"end":204.476},{"word":"is ","start":204.716,"end":205.196},{"word":"gillard ","start":205.196,"end":205.67601000000002},{"word":"direct ","start":205.67601000000002,"end":205.996},{"word":"objective ","start":205.996,"end":206.476},{"word":"dot ","start":206.476,"end":206.716},{"word":"c ","start":206.716,"end":206.876},{"word":"a. ","start":206.876,"end":207.03601},{"word":"Yes. ","start":207.03601,"end":207.196}]},{"role":"agent","content":"Thank you for confirming your email address as gillard@directobjective.ca. 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":"Thank ","start":211.33963647460936,"end":211.6350908203125},{"word":"you ","start":211.6350908203125,"end":211.79327270507812},{"word":"for ","start":211.79327270507812,"end":212.0250908203125},{"word":"confirming ","start":212.0250908203125,"end":212.426},{"word":"your ","start":212.426,"end":212.57418188476564},{"word":"email ","start":212.57418188476564,"end":212.806},{"word":"address ","start":212.806,"end":213.14418188476563},{"word":"as ","start":213.14418188476563,"end":213.566},{"word":"gillard@directobjective.ca. 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","words":[{"word":"Yeah. ","start":6.856,"end":7.0959997}]},{"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":7.18445458984375,"end":7.712636474609375},{"word":"My ","start":7.762068115234375,"end":7.878431884765625},{"word":"name ","start":7.878431884765625,"end":8.01570458984375},{"word":"is ","start":8.01570458984375,"end":8.142068115234375},{"word":"Ellen, ","start":8.142068115234375,"end":8.4593408203125},{"word":"and ","start":8.4593408203125,"end":8.596613525390625},{"word":"I’m ","start":8.596613525390625,"end":8.702068115234376},{"word":"calling ","start":8.702068115234376,"end":8.923886474609375},{"word":"on ","start":8.923886474609375,"end":9.007522705078125},{"word":"behalf ","start":9.007522705078125,"end":9.302977294921876},{"word":"of ","start":9.302977294921876,"end":9.366613525390624},{"word":"the ","start":9.366613525390624,"end":9.472068115234375},{"word":"National ","start":9.472068115234375,"end":9.7993408203125},{"word":"Payroll ","start":9.7993408203125,"end":10.137522705078124},{"word":"Institute, ","start":10.137522705078124,"end":10.67570458984375},{"word":"NPI. 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","words":[{"word":"Sure. ","start":20.586,"end":20.906}]},{"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. 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","words":[{"word":"Resolving ","start":47.656000000000006,"end":48.536},{"word":"complex ","start":48.536,"end":49.096000000000004},{"word":"payroll ","start":49.096000000000004,"end":49.655997000000006},{"word":"issue. ","start":49.655997000000006,"end":50.056000000000004}]},{"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":51.33263647460937,"end":51.691727294921876},{"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":86.01463647460938,"end":86.3419091796875},{"word":"you.","start":86.3419091796875,"end":86.78554541015625},{"word":"\n\nWe’d ","start":86.82640161132812,"end":87.0482197265625},{"word":"love ","start":87.0482197265625,"end":87.21640161132812},{"word":"to ","start":87.21640161132812,"end":87.29094702148437},{"word":"see ","start":87.29094702148437,"end":87.45912890625},{"word":"you ","start":87.45912890625,"end":87.58640161132813},{"word":"gain ","start":87.58640161132813,"end":87.797310546875},{"word":"your ","start":87.797310546875,"end":87.93458325195313},{"word":"designation ","start":87.93458325195313,"end":88.45185595703126},{"word":"back ","start":88.45185595703126,"end":88.72640161132813},{"word":"and ","start":88.72640161132813,"end":88.91640161132813},{"word":"continue ","start":88.91640161132813,"end":89.317310546875},{"word":"benefiting ","start":89.317310546875,"end":89.73912890625},{"word":"from ","start":89.73912890625,"end":89.887310546875},{"word":"our ","start":89.887310546875,"end":90.01367431640625},{"word":"services.","start":90.01367431640625,"end":90.72094702148438},{"word":" As ","start":90.77052661132812,"end":90.9923447265625},{"word":"a ","start":90.9923447265625,"end":91.07689013671875},{"word":"member, ","start":91.07689013671875,"end":91.48870825195313},{"word":"you ","start":91.48870825195313,"end":91.63598095703125},{"word":"get ","start":91.63598095703125,"end":91.86870825195312},{"word":"unlimited ","start":91.86870825195312,"end":92.41779931640625},{"word":"help ","start":92.41779931640625,"end":92.64961743164062},{"word":"with ","start":92.64961743164062,"end":92.82870825195313},{"word":"complex ","start":92.82870825195313,"end":93.29325390625},{"word":"payroll ","start":93.29325390625,"end":93.66325390625},{"word":"issues, ","start":93.66325390625,"end":94.4123447265625},{"word":"constant ","start":94.4123447265625,"end":94.82416284179688},{"word":"updates ","start":94.82416284179688,"end":95.1823447265625},{"word":"on ","start":95.1823447265625,"end":95.29870825195313},{"word":"changes ","start":95.29870825195313,"end":95.63689013671875},{"word":"in ","start":95.63689013671875,"end":95.7523447265625},{"word":"payroll, ","start":95.7523447265625,"end":96.41779931640625},{"word":"preferred ","start":96.41779931640625,"end":96.85052661132812},{"word":"member ","start":96.85052661132812,"end":97.11416284179687},{"word":"rates ","start":97.11416284179687,"end":97.35689013671875},{"word":"for ","start":97.35689013671875,"end":97.51507202148437},{"word":"professional ","start":97.51507202148437,"end":97.97961743164062},{"word":"development ","start":97.97961743164062,"end":98.42325390625},{"word":"seminars, ","start":98.42325390625,"end":99.38325390625},{"word":"networking ","start":99.38325390625,"end":99.82689013671875},{"word":"with ","start":99.82689013671875,"end":99.98507202148437},{"word":"other ","start":99.98507202148437,"end":100.21689013671875},{"word":"payroll ","start":100.21689013671875,"end":100.481435546875},{"word":"professionals ","start":100.481435546875,"end":100.55507202148438},{"word":"locally ","start":100.55507202148438,"end":101.13598095703125},{"word":"and ","start":101.13598095703125,"end":101.54779931640626},{"word":"across ","start":101.54779931640626,"end":101.69507202148438},{"word":"Canada, ","start":101.69507202148438,"end":102.03325390625},{"word":"support ","start":102.03325390625,"end":102.64507202148438},{"word":"with ","start":102.64507202148438,"end":103.02507202148438},{"word":"recruiting ","start":103.02507202148438,"end":103.20416284179687},{"word":"payroll ","start":103.20416284179687,"end":103.68961743164063},{"word":"professionals, ","start":103.68961743164063,"end":104.091435546875},{"word":"and ","start":104.091435546875,"end":104.98779931640625},{"word":"discounts ","start":104.98779931640625,"end":105.2523447265625},{"word":"in ","start":105.2523447265625,"end":105.811435546875},{"word":"many ","start":105.811435546875,"end":105.98052661132813},{"word":"retail ","start":105.98052661132813,"end":106.24416284179688},{"word":"stores ","start":106.24416284179688,"end":106.5923447265625},{"word":"and ","start":106.5923447265625,"end":106.93052661132812},{"word":"services ","start":106.93052661132812,"end":107.05689013671875},{"word":"using ","start":107.05689013671875,"end":107.65870825195313},{"word":"MembersPerks. 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It was too fast. Can you tell me again when did my membership expired? ","words":[{"word":"Sir, ","start":166.54600000000002,"end":166.946},{"word":"sorry. ","start":166.946,"end":167.506},{"word":"It ","start":167.506,"end":167.746},{"word":"was ","start":167.746,"end":167.906},{"word":"too ","start":167.906,"end":168.14600000000002},{"word":"fast. ","start":168.14600000000002,"end":168.54600000000002},{"word":"Can ","start":168.54600000000002,"end":168.70600000000002},{"word":"you ","start":168.70600000000002,"end":168.866},{"word":"tell ","start":168.866,"end":169.186},{"word":"me ","start":169.186,"end":169.34599},{"word":"again ","start":169.34599,"end":169.746},{"word":"when ","start":170.126,"end":170.526},{"word":"did ","start":170.526,"end":170.76600000000002},{"word":"my ","start":170.76600000000002,"end":171.64601000000002},{"word":"membership ","start":171.966,"end":172.526},{"word":"expired? 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-30 15:21:50 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_e1c8dbb0be85d99747d77390765","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":"Gruber","full_name":"Gil Gruber","contact_id":"42424","email":"gillard@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"AST","bloc_notes_ac":"2026 Mar 18 contact accepted webinar info email, declined renewal email, does not want renewal emails sent\n2026 Apr 30 contact wants to renew and sent the email - NPI# 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This is me. \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: 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: Networking with other professionals. \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: 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: Thirty two 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: Now, does it take in order to renew my membership with my designation, of course? \nAgent: Thank you for your question. Today is April 30, 2026, and your designation was withdrawn on January 1, 2025. So it has been 1 year and 3 months.\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? May I confirm that your email is gillard@directobjective.ca?\nUser: No. My email is gil, g I l, at direct objective dot c a. \nAgent: Thank you. Just to confirm, that’s gil at direct objective dot C A, correct?\nUser: Correct. \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: Fine. \nAgent: Thank you for \n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.15654541015625,"end":1.410181884765625},{"word":"may ","start":1.410181884765625,"end":1.55745458984375},{"word":"I ","start":1.55745458984375,"end":1.6310908203125},{"word":"please ","start":1.6310908203125,"end":1.8429091796875},{"word":"speak ","start":1.8429091796875,"end":2.063818115234375},{"word":"with ","start":2.063818115234375,"end":2.2329091796875},{"word":"Gil?","start":2.2329091796875,"end":2.718363525390625}],"metadata":{"response_id":0}},{"role":"user","content":"Yes. This is me. ","words":[{"word":"Yes. ","start":4.352,"end":4.752},{"word":"This ","start":4.752,"end":5.072},{"word":"is ","start":5.072,"end":5.312},{"word":"me. ","start":5.312,"end":5.552}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, 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. 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","words":[{"word":"Now, ","start":114.072,"end":114.632},{"word":"does ","start":114.712,"end":114.95200000000001},{"word":"it ","start":114.95200000000001,"end":115.19200000000001},{"word":"take ","start":117.882,"end":118.122},{"word":"in ","start":118.122,"end":118.44200000000001},{"word":"order ","start":118.44200000000001,"end":118.682},{"word":"to ","start":118.682,"end":118.92200000000001},{"word":"renew ","start":118.92200000000001,"end":119.242},{"word":"my ","start":119.242,"end":119.482},{"word":"membership ","start":119.482,"end":120.042},{"word":"with ","start":120.042,"end":120.44200000000001},{"word":"my ","start":120.44200000000001,"end":120.602},{"word":"designation, ","start":120.602,"end":121.32199600000001},{"word":"of ","start":121.32199600000001,"end":121.482},{"word":"course? ","start":121.482,"end":121.56200000000001}]},{"role":"agent","content":"Thank you for your question. Today is April 30, 2026, and your designation was withdrawn on January 1, 2025. 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Just to confirm, that’s gil at direct objective dot C A, correct?","words":[{"word":"Thank ","start":185.57463647460938,"end":185.83918188476562},{"word":"you.","start":185.83918188476562,"end":186.21827270507814},{"word":" Just ","start":186.2487841796875,"end":186.4387841796875},{"word":"to ","start":186.4387841796875,"end":186.53423852539063},{"word":"confirm, ","start":186.53423852539063,"end":186.89242041015626},{"word":"that’s ","start":186.89242041015626,"end":187.09332958984376},{"word":"gil ","start":187.09332958984376,"end":187.30423852539062},{"word":"at ","start":187.30423852539062,"end":187.42060229492188},{"word":"direct ","start":187.42060229492188,"end":187.67423852539062},{"word":"objective ","start":187.67423852539062,"end":188.08514770507813},{"word":"dot ","start":188.08514770507813,"end":188.27514770507813},{"word":"C ","start":188.27514770507813,"end":188.47605688476563},{"word":"A, ","start":188.47605688476563,"end":188.65514770507812},{"word":"correct?","start":188.65514770507812,"end":189.18332958984374}],"metadata":{"response_id":13}},{"role":"user","content":"Correct. ","words":[{"word":"Correct. ","start":190.18199,"end":190.502}]},{"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":193.61636352539062,"end":193.76363647460937},{"word":"sent ","start":193.76363647460937,"end":193.94363647460938},{"word":"you ","start":193.94363647460938,"end":194.03818188476563},{"word":"an ","start":194.03818188476563,"end":194.14363647460937},{"word":"email ","start":194.14363647460937,"end":194.38636352539064},{"word":"with ","start":194.38636352539064,"end":194.53454541015626},{"word":"the ","start":194.53454541015626,"end":194.6609091796875},{"word":"detailed ","start":194.6609091796875,"end":195.10454541015625},{"word":"procedure ","start":195.10454541015625,"end":195.64272729492188},{"word":"and ","start":195.64272729492188,"end":195.82181811523438},{"word":"a ","start":195.82181811523438,"end":195.90636352539062},{"word":"link ","start":195.90636352539062,"end":196.21272729492188},{"word":"to ","start":196.21272729492188,"end":196.35},{"word":"the ","start":196.35,"end":196.45545458984375},{"word":"PCP ","start":196.45545458984375,"end":197.11},{"word":"Reinstatement ","start":197.11,"end":197.84818188476564},{"word":"Exam ","start":197.84818188476564,"end":198.22818188476563},{"word":"registration ","start":198.22818188476563,"end":198.87181811523436},{"word":"form.","start":198.87181811523436,"end":199.36818188476562},{"word":" Once ","start":199.41390161132813,"end":199.65662890625},{"word":"you ","start":199.65662890625,"end":199.78390161132813},{"word":"receive ","start":199.78390161132813,"end":200.0684470214844},{"word":"the ","start":200.0684470214844,"end":200.184810546875},{"word":"email, ","start":200.184810546875,"end":200.68117431640624},{"word":"please ","start":200.68117431640624,"end":200.944810546875},{"word":"complete ","start":200.944810546875,"end":201.2820832519531},{"word":"the ","start":201.2820832519531,"end":201.38844702148438},{"word":"form ","start":201.38844702148438,"end":201.64117431640625},{"word":"and ","start":201.64117431640625,"end":201.76753784179687},{"word":"submit ","start":201.76753784179687,"end":202.1057197265625},{"word":"it.\n","start":202.1057197265625,"end":202.50662890625},{"word":"\nThank ","start":202.50662890625,"end":202.73935595703125},{"word":"you ","start":202.73935595703125,"end":202.854810546875},{"word":"for ","start":202.854810546875,"end":202.99208325195312},{"word":"speaking ","start":202.99208325195312,"end":203.33026513671874},{"word":"with ","start":203.33026513671874,"end":203.47753784179687},{"word":"me ","start":203.47753784179687,"end":203.59390161132814},{"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. 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","words":[{"word":"Now, ","start":114.072,"end":114.632},{"word":"does ","start":114.712,"end":114.95200000000001},{"word":"it ","start":114.95200000000001,"end":115.19200000000001},{"word":"take ","start":117.882,"end":118.122},{"word":"in ","start":118.122,"end":118.44200000000001},{"word":"order ","start":118.44200000000001,"end":118.682},{"word":"to ","start":118.682,"end":118.92200000000001},{"word":"renew ","start":118.92200000000001,"end":119.242},{"word":"my ","start":119.242,"end":119.482},{"word":"membership ","start":119.482,"end":120.042},{"word":"with ","start":120.042,"end":120.44200000000001},{"word":"my ","start":120.44200000000001,"end":120.602},{"word":"designation, ","start":120.602,"end":121.32199600000001},{"word":"of ","start":121.32199600000001,"end":121.482},{"word":"course? ","start":121.482,"end":121.56200000000001}]},{"role":"agent","content":"Thank you for your question. Today is April 30, 2026, and your designation was withdrawn on January 1, 2025. So it has been 1 year and 3 months.\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? 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-30 15:31:48 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_f5846f1253cd38e95152094f43a","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":"Gruber","full_name":"Gil Gruber","contact_id":"42424","email":"gil@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"PRO","bloc_notes_ac":"2026 Mar 18 contact accepted webinar info email, declined renewal email, does not want renewal emails sent\n2026 Apr 30 contact wants to renew and sent the email - NPI# 42424\n2026 Apr 30 contact interested in renewal, email corrected and application form sent - NPI# 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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: 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 \nUser: Yes. Receiving the help with complex issues. \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, uh, three. \nAgent: Thank you for your answer.\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: What does it take to renew it? \nAgent: Thank you for asking. Today is April 30, 2026, and your designation was withdrawn on March 1, 2019. So it has been more than 7 years since your withdrawal date.\n\nIt has been more than 3 years since your withdrawal date. Thus, to gain your designation back, you will need to sign up as a Student member, take the challenge study option and demonstrate a grade of 65% and above in the 3 required courses: Payroll Compliance Legislation or PCL, Payroll Fundamentals 1 or PF1, and Payroll Fundamentals 2 or PF2.\n\nChallenge students receive electronic course materials, but have no access to a facilitator or online review tools. The online exam can be completed any time during the two month course period. The exam must be remote proctored through Integrity Advocate. After successfully completing the three challenge courses, you need to communicate with the credentialing department and request to switch to Professional membership, where you will get your designation active again.\n\nWould you like me to send you an email with the detailed procedure to review?\nUser: Cheryl sent me an email. \nAgent: Thank you for letting me know. Just to confirm, do you feel you have all the information you need, or would you like me to resend the procedure to your email for your reference?\nUser: Just send it to to me by email. \nAgent: Of course. To confirm, is your email address still gil@directobjective.ca?\nUser: Yes. \nAgent: Thank you for confirming. I’ve sent you an email with the detailed procedure. 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.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.00154541015625,"end":1.360636474609375},{"word":"may ","start":1.360636474609375,"end":1.518818115234375},{"word":"I ","start":1.518818115234375,"end":1.59245458984375},{"word":"please ","start":1.59245458984375,"end":1.814272705078125},{"word":"speak ","start":1.814272705078125,"end":2.014272705078125},{"word":"with ","start":2.014272705078125,"end":2.15154541015625},{"word":"Gil?","start":2.15154541015625,"end":2.6479091796875}],"metadata":{"response_id":0}},{"role":"user","content":"Yes. This is Gil. ","words":[{"word":"Yes. ","start":3.7030000000000003,"end":4.183},{"word":"This ","start":4.183,"end":4.343},{"word":"is ","start":4.343,"end":4.503},{"word":"Gil. ","start":4.503,"end":4.983}]},{"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":6.353363525390625,"end":6.870636474609375},{"word":"My ","start":6.8979091796875,"end":7.025181884765625},{"word":"name ","start":7.025181884765625,"end":7.17245458984375},{"word":"is ","start":7.17245458984375,"end":7.2779091796875},{"word":"Ellen, ","start":7.2779091796875,"end":7.573363525390625},{"word":"and ","start":7.573363525390625,"end":7.72154541015625},{"word":"I’m ","start":7.72154541015625,"end":7.8479091796875},{"word":"calling ","start":7.8479091796875,"end":8.090636474609376},{"word":"on ","start":8.090636474609376,"end":8.1860908203125},{"word":"behalf ","start":8.1860908203125,"end":8.50245458984375},{"word":"of ","start":8.50245458984375,"end":8.587},{"word":"the ","start":8.587,"end":8.68154541015625},{"word":"National ","start":8.68154541015625,"end":9.008818115234375},{"word":"Payroll ","start":9.008818115234375,"end":9.3260908203125},{"word":"Institute, ","start":9.3260908203125,"end":9.84245458984375},{"word":"NPI. 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Go ahead. ","words":[{"word":"Sure. ","start":20.042999,"end":20.442998},{"word":"Go ","start":20.442998,"end":20.602998},{"word":"ahead. ","start":20.602998,"end":20.762999999999998}]},{"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 ","words":[{"word":"Perfect, ","start":21.819636474609375,"end":22.199636474609374},{"word":"now ","start":22.199636474609374,"end":22.3269091796875},{"word":"let’s ","start":22.3269091796875,"end":22.5269091796875},{"word":"begin ","start":22.5269091796875,"end":22.769636474609374},{"word":"with ","start":22.769636474609374,"end":22.927818115234373},{"word":"the ","start":22.927818115234373,"end":23.033272705078126},{"word":"first ","start":23.033272705078126,"end":23.318727294921874},{"word":"question. 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","start":37.884,"end":38.264},{"word":"\n\nNow, ","start":38.313318115234374,"end":38.4824091796875},{"word":"on ","start":38.4824091796875,"end":38.619681884765626},{"word":"a ","start":38.619681884765626,"end":38.68331811523438},{"word":"scale ","start":38.68331811523438,"end":38.915136474609376},{"word":"of ","start":38.915136474609376,"end":39.0205908203125},{"word":"1 ","start":39.0205908203125,"end":39.178772705078124},{"word":"to ","start":39.178772705078124,"end":39.285136474609374},{"word":"5, ","start":39.285136474609374,"end":39.633318115234374},{"word":"with ","start":39.633318115234374,"end":39.87604541015625},{"word":"5 ","start":39.87604541015625,"end":40.21331811523437},{"word":"being ","start":40.21331811523437,"end":40.42422729492188},{"word":"very ","start":40.42422729492188,"end":40.67786352539063},{"word":"satisfied ","start":40.67786352539063,"end":41.3115},{"word":"and ","start":41.3115,"end":41.5224091796875},{"word":"1 ","start":41.5224091796875,"end":41.733318115234376},{"word":"being ","start":41.733318115234376,"end":41.94422729492187},{"word":"very ","start":41.94422729492187,"end":42.16604541015625},{"word":"dissatisfied, ","start":42.16604541015625,"end":43.379681884765624},{"word":"how ","start":43.379681884765624,"end":43.53786352539063},{"word":"would ","start":43.53786352539063,"end":43.70695458984375},{"word":"you ","start":43.70695458984375,"end":43.8124091796875},{"word":"rate ","start":43.8124091796875,"end":43.9924091796875},{"word":"your ","start":43.9924091796875,"end":44.1505908203125},{"word":"overall ","start":44.1505908203125,"end":44.5624091796875},{"word":"satisfaction ","start":44.5624091796875,"end":45.23786352539062},{"word":"with ","start":45.23786352539062,"end":45.42786352539063},{"word":"your ","start":45.42786352539063,"end":45.62786352539062},{"word":"NPI ","start":45.62786352539062,"end":46.31422729492188},{"word":"membership ","start":46.31422729492188,"end":46.778772705078126},{"word":"experience?","start":46.778772705078126,"end":47.6015}],"metadata":{"response_id":6}},{"role":"user","content":"I would say, uh, three. ","words":[{"word":"I ","start":50.323,"end":50.723000000000006},{"word":"would ","start":50.723000000000006,"end":51.043000000000006},{"word":"say, ","start":51.043000000000006,"end":51.683},{"word":"uh, ","start":51.683,"end":52.163000000000004},{"word":"three. ","start":52.163000000000004,"end":52.483000000000004}]},{"role":"agent","content":"Thank you for your answer.\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":56.514636474609375,"end":56.72554541015625},{"word":"you ","start":56.72554541015625,"end":56.8319091796875},{"word":"for ","start":56.8319091796875,"end":56.94736352539063},{"word":"your ","start":56.94736352539063,"end":57.10554541015625},{"word":"answer.","start":57.10554541015625,"end":57.66554541015625},{"word":"\n\nNow, ","start":57.70848486328125,"end":57.90939404296875},{"word":"for ","start":57.90939404296875,"end":58.046666748046874},{"word":"statistical ","start":58.046666748046874,"end":58.616666748046875},{"word":"purposes ","start":58.616666748046875,"end":59.06030297851562},{"word":"only, ","start":59.06030297851562,"end":59.29212109375},{"word":"could ","start":59.29212109375,"end":59.42939404296875},{"word":"you ","start":59.42939404296875,"end":59.523939453125},{"word":"please ","start":59.523939453125,"end":59.72484838867187},{"word":"tell ","start":59.72484838867187,"end":59.92575756835937},{"word":"us ","start":59.92575756835937,"end":60.031212158203125},{"word":"your ","start":60.031212158203125,"end":60.19939404296875},{"word":"age ","start":60.19939404296875,"end":60.421212158203126},{"word":"range?","start":60.421212158203126,"end":60.91757568359375},{"word":" Is ","start":60.96031811523437,"end":61.06668188476562},{"word":"it ","start":61.06668188476562,"end":61.172136474609374},{"word":"18 ","start":61.172136474609374,"end":61.53031811523437},{"word":"to ","start":61.53031811523437,"end":61.614863525390625},{"word":"30?","start":61.614863525390625,"end":62.10031811523437},{"word":" 31 ","start":62.15498486328125,"end":62.440439453125},{"word":"to ","start":62.440439453125,"end":62.6095302734375},{"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":"Cheryl ","start":159.803,"end":160.203},{"word":"sent ","start":160.203,"end":160.523},{"word":"me ","start":160.523,"end":160.603},{"word":"an ","start":160.603,"end":160.763},{"word":"email. ","start":160.763,"end":161.16299999999998}]},{"role":"agent","content":"Thank you for letting me know. Just to confirm, do you feel you have all the information you need, or would you like me to resend the procedure to your email for your reference?","words":[{"word":"Thank ","start":162.91354541015625,"end":163.11354541015626},{"word":"you ","start":163.11354541015626,"end":163.2199091796875},{"word":"for ","start":163.2199091796875,"end":163.32536352539063},{"word":"letting ","start":163.32536352539063,"end":163.54627270507814},{"word":"me ","start":163.54627270507814,"end":163.64172729492188},{"word":"know.","start":163.64172729492188,"end":164.05354541015626},{"word":" Just ","start":164.10798486328125,"end":164.29798486328124},{"word":"to ","start":164.29798486328124,"end":164.393439453125},{"word":"confirm, ","start":164.393439453125,"end":165.20616674804688},{"word":"do ","start":165.20616674804688,"end":165.3007121582031},{"word":"you ","start":165.3007121582031,"end":165.41707568359374},{"word":"feel ","start":165.41707568359374,"end":165.62798486328126},{"word":"you ","start":165.62798486328126,"end":165.75525756835938},{"word":"have ","start":165.75525756835938,"end":165.93434838867188},{"word":"all ","start":165.93434838867188,"end":166.103439453125},{"word":"the ","start":166.103439453125,"end":166.19798486328125},{"word":"information ","start":166.19798486328125,"end":166.71525756835936},{"word":"you ","start":166.71525756835936,"end":166.83162109375},{"word":"need, ","start":166.83162109375,"end":167.39071215820312},{"word":"or ","start":167.39071215820312,"end":167.53889404296876},{"word":"would ","start":167.53889404296876,"end":167.67616674804688},{"word":"you ","start":167.67616674804688,"end":167.78162109375},{"word":"like ","start":167.78162109375,"end":167.96071215820314},{"word":"me ","start":167.96071215820314,"end":168.04525756835938},{"word":"to ","start":168.04525756835938,"end":168.15071215820313},{"word":"resend ","start":168.15071215820313,"end":168.50980297851564},{"word":"the ","start":168.50980297851564,"end":168.60434838867187},{"word":"procedure ","start":168.60434838867187,"end":169.01616674804689},{"word":"to ","start":169.01616674804689,"end":169.11162109375},{"word":"your ","start":169.11162109375,"end":169.27980297851562},{"word":"email ","start":169.27980297851562,"end":169.61798486328124},{"word":"for ","start":169.61798486328124,"end":169.74434838867188},{"word":"your ","start":169.74434838867188,"end":169.87071215820313},{"word":"reference?","start":169.87071215820313,"end":170.52525756835936}],"metadata":{"response_id":14}},{"role":"user","content":"Just send it to to me by email. ","words":[{"word":"Just ","start":172.853,"end":173.173},{"word":"send ","start":173.173,"end":173.493},{"word":"it ","start":173.493,"end":173.653},{"word":"to ","start":173.653,"end":173.893},{"word":"to ","start":173.893,"end":174.213},{"word":"me ","start":174.213,"end":174.453},{"word":"by ","start":174.453,"end":174.773},{"word":"email. ","start":174.773,"end":175.09299}]},{"role":"agent","content":"Of course. To confirm, is your email address still gil@directobjective.ca?","words":[{"word":"Of ","start":176.42327270507812,"end":176.60236352539061},{"word":"course. 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Have a good day and goodbye.","words":[{"word":"Thank ","start":184.80963647460936,"end":185.05236352539063},{"word":"you ","start":185.05236352539063,"end":185.16872729492187},{"word":"for ","start":185.16872729492187,"end":185.306},{"word":"confirming.","start":185.306,"end":186.00236352539062},{"word":" I’ve ","start":186.05098486328126,"end":186.23098486328124},{"word":"sent ","start":186.23098486328124,"end":186.42098486328126},{"word":"you ","start":186.42098486328126,"end":186.536439453125},{"word":"an ","start":186.536439453125,"end":186.64280297851562},{"word":"email ","start":186.64280297851562,"end":186.92734838867187},{"word":"with ","start":186.92734838867187,"end":187.0855302734375},{"word":"the ","start":187.0855302734375,"end":187.19098486328124},{"word":"detailed ","start":187.19098486328124,"end":187.59189404296876},{"word":"procedure.","start":187.59189404296876,"end":188.33098486328126},{"word":" Once ","start":188.3476591796875,"end":188.59038647460937},{"word":"you ","start":188.59038647460937,"end":188.71675},{"word":"receive ","start":188.71675,"end":189.0231135253906},{"word":"the ","start":189.0231135253906,"end":189.13856811523436},{"word":"email, ","start":189.13856811523436,"end":189.47675},{"word":"please ","start":189.47675,"end":189.74038647460938},{"word":"complete ","start":189.74038647460938,"end":190.0676591796875},{"word":"the ","start":190.0676591796875,"end":190.17311352539062},{"word":"form ","start":190.17311352539062,"end":190.51129541015624},{"word":"and ","start":190.51129541015624,"end":190.69038647460937},{"word":"submit ","start":190.69038647460937,"end":190.99675},{"word":"it.\n","start":190.99675,"end":191.19675},{"word":"\nThank ","start":191.19675,"end":191.47129541015624},{"word":"you ","start":191.47129541015624,"end":191.5976591796875},{"word":"for ","start":191.5976591796875,"end":191.7458408203125},{"word":"speaking ","start":191.7458408203125,"end":192.09402270507812},{"word":"with ","start":192.09402270507812,"end":192.25220458984376},{"word":"me ","start":192.25220458984376,"end":192.36856811523438},{"word":"today. ","start":192.36856811523438,"end":192.85402270507814},{"word":"Have ","start":192.90285986328124,"end":193.06195068359375},{"word":"a ","start":193.06195068359375,"end":193.12467797851562},{"word":"good ","start":193.12467797851562,"end":193.28285986328126},{"word":"day ","start":193.28285986328126,"end":193.43104174804688},{"word":"and ","start":193.43104174804688,"end":193.53649609375},{"word":"goodbye.","start":193.53649609375,"end":194.17013256835938}],"metadata":{"response_id":17}}],"transcript_with_tool_calls":[{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.00154541015625,"end":1.360636474609375},{"word":"may ","start":1.360636474609375,"end":1.518818115234375},{"word":"I ","start":1.518818115234375,"end":1.59245458984375},{"word":"please ","start":1.59245458984375,"end":1.814272705078125},{"word":"speak ","start":1.814272705078125,"end":2.014272705078125},{"word":"with ","start":2.014272705078125,"end":2.15154541015625},{"word":"Gil?","start":2.15154541015625,"end":2.6479091796875}],"metadata":{"response_id":0}},{"role":"user","content":"Yes. This is Gil. ","words":[{"word":"Yes. ","start":3.7030000000000003,"end":4.183},{"word":"This ","start":4.183,"end":4.343},{"word":"is ","start":4.343,"end":4.503},{"word":"Gil. ","start":4.503,"end":4.983}]},{"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":6.353363525390625,"end":6.870636474609375},{"word":"My ","start":6.8979091796875,"end":7.025181884765625},{"word":"name ","start":7.025181884765625,"end":7.17245458984375},{"word":"is ","start":7.17245458984375,"end":7.2779091796875},{"word":"Ellen, ","start":7.2779091796875,"end":7.573363525390625},{"word":"and ","start":7.573363525390625,"end":7.72154541015625},{"word":"I’m ","start":7.72154541015625,"end":7.8479091796875},{"word":"calling ","start":7.8479091796875,"end":8.090636474609376},{"word":"on ","start":8.090636474609376,"end":8.1860908203125},{"word":"behalf ","start":8.1860908203125,"end":8.50245458984375},{"word":"of ","start":8.50245458984375,"end":8.587},{"word":"the ","start":8.587,"end":8.68154541015625},{"word":"National ","start":8.68154541015625,"end":9.008818115234375},{"word":"Payroll ","start":9.008818115234375,"end":9.3260908203125},{"word":"Institute, ","start":9.3260908203125,"end":9.84245458984375},{"word":"NPI. 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Go ahead. ","words":[{"word":"Sure. ","start":20.042999,"end":20.442998},{"word":"Go ","start":20.442998,"end":20.602998},{"word":"ahead. ","start":20.602998,"end":20.762999999999998}]},{"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 ","words":[{"word":"Perfect, ","start":21.819636474609375,"end":22.199636474609374},{"word":"now ","start":22.199636474609374,"end":22.3269091796875},{"word":"let’s ","start":22.3269091796875,"end":22.5269091796875},{"word":"begin ","start":22.5269091796875,"end":22.769636474609374},{"word":"with ","start":22.769636474609374,"end":22.927818115234373},{"word":"the ","start":22.927818115234373,"end":23.033272705078126},{"word":"first ","start":23.033272705078126,"end":23.318727294921874},{"word":"question. 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","start":27.685447021484375,"end":28.381810546875},{"word":"Here ","start":28.41795068359375,"end":28.61885986328125},{"word":"are ","start":28.61885986328125,"end":28.735223388671876},{"word":"the ","start":28.735223388671876,"end":28.82976904296875},{"word":"choices: \n","start":28.82976904296875,"end":29.441587158203124},{"word":"1. ","start":29.441587158203124,"end":29.95885986328125},{"word":"Receiving ","start":30.007276611328123,"end":30.387276611328126},{"word":"help ","start":30.387276611328126,"end":30.556367431640624},{"word":"with ","start":30.556367431640624,"end":30.70364013671875},{"word":"complex ","start":30.70364013671875,"end":31.07273095703125},{"word":"payroll ","start":31.07273095703125,"end":31.40000390625},{"word":"compliance ","start":31.40000390625,"end":31.811822021484375},{"word":"issues. ","start":31.811822021484375,"end":32.42454931640625},{"word":"\n2. ","start":32.445992431640626,"end":32.96326513671875},{"word":"Staying ","start":32.96326513671875,"end":33.311447021484376}],"metadata":{"response_id":4}},{"role":"user","content":"Yes. Receiving the help with complex issues. ","words":[{"word":"Yes. ","start":33.00300300000001,"end":33.403000000000006},{"word":"Receiving ","start":33.403000000000006,"end":34.043000000000006},{"word":"the ","start":34.043000000000006,"end":34.523},{"word":"help ","start":34.523,"end":34.843},{"word":"with ","start":34.843,"end":35.163003},{"word":"complex ","start":35.163003,"end":35.643003},{"word":"issues. ","start":35.643003,"end":36.203}]},{"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":37.57763647460938,"end":37.884},{"word":"you. 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","words":[{"word":"I ","start":50.323,"end":50.723000000000006},{"word":"would ","start":50.723000000000006,"end":51.043000000000006},{"word":"say, ","start":51.043000000000006,"end":51.683},{"word":"uh, ","start":51.683,"end":52.163000000000004},{"word":"three. ","start":52.163000000000004,"end":52.483000000000004}]},{"role":"agent","content":"Thank you for your answer.\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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","words":[{"word":"Cheryl ","start":159.803,"end":160.203},{"word":"sent ","start":160.203,"end":160.523},{"word":"me ","start":160.523,"end":160.603},{"word":"an ","start":160.603,"end":160.763},{"word":"email. ","start":160.763,"end":161.16299999999998}]},{"role":"agent","content":"Thank you for letting me know. Just to confirm, do you feel you have all the information you need, or would you like me to resend the procedure to your email for your reference?","words":[{"word":"Thank ","start":162.91354541015625,"end":163.11354541015626},{"word":"you ","start":163.11354541015626,"end":163.2199091796875},{"word":"for ","start":163.2199091796875,"end":163.32536352539063},{"word":"letting ","start":163.32536352539063,"end":163.54627270507814},{"word":"me ","start":163.54627270507814,"end":163.64172729492188},{"word":"know.","start":163.64172729492188,"end":164.05354541015626},{"word":" Just ","start":164.10798486328125,"end":164.29798486328124},{"word":"to ","start":164.29798486328124,"end":164.393439453125},{"word":"confirm, ","start":164.393439453125,"end":165.20616674804688},{"word":"do ","start":165.20616674804688,"end":165.3007121582031},{"word":"you ","start":165.3007121582031,"end":165.41707568359374},{"word":"feel ","start":165.41707568359374,"end":165.62798486328126},{"word":"you ","start":165.62798486328126,"end":165.75525756835938},{"word":"have ","start":165.75525756835938,"end":165.93434838867188},{"word":"all ","start":165.93434838867188,"end":166.103439453125},{"word":"the ","start":166.103439453125,"end":166.19798486328125},{"word":"information ","start":166.19798486328125,"end":166.71525756835936},{"word":"you ","start":166.71525756835936,"end":166.83162109375},{"word":"need, ","start":166.83162109375,"end":167.39071215820312},{"word":"or ","start":167.39071215820312,"end":167.53889404296876},{"word":"would ","start":167.53889404296876,"end":167.67616674804688},{"word":"you ","start":167.67616674804688,"end":167.78162109375},{"word":"like ","start":167.78162109375,"end":167.96071215820314},{"word":"me ","start":167.96071215820314,"end":168.04525756835938},{"word":"to ","start":168.04525756835938,"end":168.15071215820313},{"word":"resend ","start":168.15071215820313,"end":168.50980297851564},{"word":"the ","start":168.50980297851564,"end":168.60434838867187},{"word":"procedure ","start":168.60434838867187,"end":169.01616674804689},{"word":"to ","start":169.01616674804689,"end":169.11162109375},{"word":"your ","start":169.11162109375,"end":169.27980297851562},{"word":"email ","start":169.27980297851562,"end":169.61798486328124},{"word":"for ","start":169.61798486328124,"end":169.74434838867188},{"word":"your ","start":169.74434838867188,"end":169.87071215820313},{"word":"reference?","start":169.87071215820313,"end":170.52525756835936}],"metadata":{"response_id":14}},{"role":"user","content":"Just send it to to me by email. ","words":[{"word":"Just ","start":172.853,"end":173.173},{"word":"send ","start":173.173,"end":173.493},{"word":"it ","start":173.493,"end":173.653},{"word":"to ","start":173.653,"end":173.893},{"word":"to ","start":173.893,"end":174.213},{"word":"me ","start":174.213,"end":174.453},{"word":"by ","start":174.453,"end":174.773},{"word":"email. ","start":174.773,"end":175.09299}]},{"role":"agent","content":"Of course. To confirm, is your email address still gil@directobjective.ca?","words":[{"word":"Of ","start":176.42327270507812,"end":176.60236352539061},{"word":"course. 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I’ve sent you an email with the detailed procedure. Once you receive the email, please complete the form and submit it.\n\nThank you for speaking with me today. 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-30 15:45:56 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_478039c505f89e9ad0a3a65b688","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":"Gruber","full_name":"Gil Gruber","contact_id":"42424","email":"gil@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"PRO","bloc_notes_ac":"2026 Mar 18 contact accepted webinar info email, declined renewal email, does not want renewal emails sent\n2026 Apr 30 contact wants to renew and sent the email - NPI# 42424\n2026 Apr 30 contact interested in renewal, email corrected and application form sent - NPI# 42424\n2026 Apr 30 contact wants to renew and sent the email - NPI# 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This is Jake speaking. \nAgent: Thank you, Jake. May I please speak with Gil Gruber?\nUser: Yeah. This is Gil Grube speaking. \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: I don't have much time now. Can we skip the questions? \nAgent: I understand your time is valuable. The survey is very short, just a few questions. If it’s not convenient for you now, I can call another time. When would it be convenient to call you?\nUser: Mhmm. No. Okay. Go ahead with the question. \nAgent: Thank you, I appreciate it.\n\nPerfect, 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. \nUser: Current is the the reason. \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: 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: 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: Depending what it takes. \nAgent: Thank you for your interest. Since today is April 30, 2026, and your designation was withdrawn on April 1, 2023, it has been more than 3 years since your withdrawal date.\n\nIt has been more than 3 years since your withdrawal date. Thus, to gain your designation back, you will need to sign up as a Student member, take the challenge study option and demonstrate a grade of 65% and above in the 3 required courses: Payroll Compliance Legislation or PCL, Payroll Fundamentals 1 or PF1, and Payroll Fundamentals 2 or PF2.\n\nChallenge students receive electronic course materials, but have no access to a facilitator or online review tools. The online exam can be completed any time during the two month course period. The exam must be remote proctored through Integrity Advocate. After successfully completing the three challenge courses, you need to communicate with the credentialing department and request to switch to Professional membership, where you will get your designation active again.\n\nIs it OK if I send you an email with the detailed procedure to get started? May I confirm that your email is gil at directobjective dot C A?\nUser: Yes. \nAgent: Thank you for confirming. I sent you an email with the detailed procedure. 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.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.03445458984375,"end":1.425363525390625},{"word":"may ","start":1.425363525390625,"end":1.60445458984375},{"word":"I ","start":1.60445458984375,"end":1.689},{"word":"please ","start":1.689,"end":1.931727294921875},{"word":"speak ","start":1.931727294921875,"end":2.142636474609375},{"word":"with ","start":2.142636474609375,"end":2.300818115234375},{"word":"Gil?","start":2.300818115234375,"end":2.74445458984375}],"metadata":{"response_id":0}},{"role":"user","content":"Yeah. This is Jake speaking. ","words":[{"word":"Yeah. ","start":3.7590000000000003,"end":4.159},{"word":"This ","start":4.159,"end":4.399},{"word":"is ","start":4.399,"end":4.559},{"word":"Jake ","start":4.559,"end":4.8789997000000005},{"word":"speaking. ","start":4.8789997000000005,"end":5.199}]},{"role":"agent","content":"Thank you, Jake. May I please speak with Gil Gruber?","words":[{"word":"Thank ","start":8.299636474609375,"end":8.532363525390625},{"word":"you, ","start":8.532363525390625,"end":8.658727294921874},{"word":"Jake. ","start":8.658727294921874,"end":8.933272705078124},{"word":"May ","start":8.933272705078124,"end":9.09145458984375},{"word":"I ","start":9.09145458984375,"end":9.1650908203125},{"word":"please ","start":9.1650908203125,"end":9.3550908203125},{"word":"speak ","start":9.3550908203125,"end":9.556},{"word":"with ","start":9.556,"end":9.714181884765624},{"word":"Gil ","start":9.714181884765624,"end":9.883272705078125},{"word":"Gruber?","start":9.883272705078125,"end":10.378727294921875}],"metadata":{"response_id":3}},{"role":"user","content":"Yeah. This is Gil Grube speaking. ","words":[{"word":"Yeah. 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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":16.098636474609375,"end":16.30954541015625},{"word":"you ","start":16.30954541015625,"end":16.405},{"word":"for ","start":16.405,"end":16.531363525390624},{"word":"confirming.","start":16.531363525390624,"end":17.206818115234373},{"word":" \n\nHi.","start":17.25848486328125,"end":17.765757568359376},{"word":"My ","start":17.81823486328125,"end":17.945507568359375},{"word":"name ","start":17.945507568359375,"end":18.103689453125},{"word":"is ","start":18.103689453125,"end":18.250962158203127},{"word":"Ellen, ","start":18.250962158203127,"end":18.620962158203124},{"word":"and ","start":18.620962158203124,"end":18.74732568359375},{"word":"I’m ","start":18.74732568359375,"end":18.884598388671876},{"word":"calling ","start":18.884598388671876,"end":19.190962158203124},{"word":"on ","start":19.190962158203124,"end":19.285507568359375},{"word":"behalf ","start":19.285507568359375,"end":19.676416748046876},{"word":"of ","start":19.676416748046876,"end":19.8027802734375},{"word":"the ","start":19.8027802734375,"end":19.89823486328125},{"word":"National ","start":19.89823486328125,"end":20.235507568359374},{"word":"Payroll ","start":20.235507568359374,"end":20.604598388671874},{"word":"Institute, ","start":20.604598388671874,"end":21.206416748046873},{"word":"NPI. 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Can we skip the questions? ","words":[{"word":"I ","start":30.988999999999997,"end":31.709},{"word":"don't ","start":31.709,"end":32.028999999999996},{"word":"have ","start":32.028999999999996,"end":32.269},{"word":"much ","start":32.269,"end":32.508998},{"word":"time ","start":32.508998,"end":32.829},{"word":"now. ","start":32.829,"end":33.549},{"word":"Can ","start":33.629,"end":33.949},{"word":"we ","start":33.949,"end":34.109},{"word":"skip ","start":34.109,"end":34.428999999999995},{"word":"the ","start":34.428999999999995,"end":34.589},{"word":"questions? ","start":34.589,"end":34.909}]},{"role":"agent","content":"I understand your time is valuable. The survey is very short, just a few questions. If it’s not convenient for you now, I can call another time. When would it be convenient to call you?","words":[{"word":"I ","start":36.442181884765624,"end":36.57945458984375},{"word":"understand ","start":36.57945458984375,"end":37.012181884765624},{"word":"your ","start":37.012181884765624,"end":37.13854541015625},{"word":"time ","start":37.13854541015625,"end":37.32854541015625},{"word":"is ","start":37.32854541015625,"end":37.434},{"word":"valuable. ","start":37.434,"end":38.09945458984375},{"word":"The ","start":38.14715161132813,"end":38.27442431640625},{"word":"survey ","start":38.27442431640625,"end":38.611697021484375},{"word":"is ","start":38.611697021484375,"end":38.728060546875},{"word":"very ","start":38.728060546875,"end":38.95987890625},{"word":"short, ","start":38.95987890625,"end":39.22442431640625},{"word":"just ","start":39.22442431640625,"end":39.40351513671875},{"word":"a ","start":39.40351513671875,"end":39.46715161132813},{"word":"few ","start":39.46715161132813,"end":39.61442431640625},{"word":"questions. 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No. Okay. Go ahead with the question. ","words":[{"word":"Mhmm. ","start":45.898997,"end":46.378997},{"word":"No. ","start":47.229,"end":47.629},{"word":"Okay. ","start":47.629,"end":47.949},{"word":"Go ","start":47.949,"end":48.189},{"word":"ahead ","start":48.189,"end":48.428999999999995},{"word":"with ","start":48.428999999999995,"end":48.589},{"word":"the ","start":48.589,"end":48.748999999999995},{"word":"question. ","start":48.748999999999995,"end":48.989}]},{"role":"agent","content":"Thank you, I appreciate it.\n\nPerfect, 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. 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This is Jake speaking. ","words":[{"word":"Yeah. ","start":3.7590000000000003,"end":4.159},{"word":"This ","start":4.159,"end":4.399},{"word":"is ","start":4.399,"end":4.559},{"word":"Jake ","start":4.559,"end":4.8789997000000005},{"word":"speaking. ","start":4.8789997000000005,"end":5.199}]},{"role":"agent","content":"Thank you, Jake. May I please speak with Gil Gruber?","words":[{"word":"Thank ","start":8.299636474609375,"end":8.532363525390625},{"word":"you, ","start":8.532363525390625,"end":8.658727294921874},{"word":"Jake. 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Can we skip the questions? ","words":[{"word":"I ","start":30.988999999999997,"end":31.709},{"word":"don't ","start":31.709,"end":32.028999999999996},{"word":"have ","start":32.028999999999996,"end":32.269},{"word":"much ","start":32.269,"end":32.508998},{"word":"time ","start":32.508998,"end":32.829},{"word":"now. ","start":32.829,"end":33.549},{"word":"Can ","start":33.629,"end":33.949},{"word":"we ","start":33.949,"end":34.109},{"word":"skip ","start":34.109,"end":34.428999999999995},{"word":"the ","start":34.428999999999995,"end":34.589},{"word":"questions? ","start":34.589,"end":34.909}]},{"role":"agent","content":"I understand your time is valuable. The survey is very short, just a few questions. If it’s not convenient for you now, I can call another time. When would it be convenient to call you?","words":[{"word":"I ","start":36.442181884765624,"end":36.57945458984375},{"word":"understand ","start":36.57945458984375,"end":37.012181884765624},{"word":"your ","start":37.012181884765624,"end":37.13854541015625},{"word":"time ","start":37.13854541015625,"end":37.32854541015625},{"word":"is ","start":37.32854541015625,"end":37.434},{"word":"valuable. ","start":37.434,"end":38.09945458984375},{"word":"The ","start":38.14715161132813,"end":38.27442431640625},{"word":"survey ","start":38.27442431640625,"end":38.611697021484375},{"word":"is ","start":38.611697021484375,"end":38.728060546875},{"word":"very ","start":38.728060546875,"end":38.95987890625},{"word":"short, ","start":38.95987890625,"end":39.22442431640625},{"word":"just ","start":39.22442431640625,"end":39.40351513671875},{"word":"a ","start":39.40351513671875,"end":39.46715161132813},{"word":"few ","start":39.46715161132813,"end":39.61442431640625},{"word":"questions. 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No. Okay. Go ahead with the question. ","words":[{"word":"Mhmm. ","start":45.898997,"end":46.378997},{"word":"No. ","start":47.229,"end":47.629},{"word":"Okay. ","start":47.629,"end":47.949},{"word":"Go ","start":47.949,"end":48.189},{"word":"ahead ","start":48.189,"end":48.428999999999995},{"word":"with ","start":48.428999999999995,"end":48.589},{"word":"the ","start":48.589,"end":48.748999999999995},{"word":"question. ","start":48.748999999999995,"end":48.989}]},{"role":"agent","content":"Thank you, I appreciate it.\n\nPerfect, 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. 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","words":[{"word":"Current ","start":66.729,"end":67.289},{"word":"is ","start":67.289,"end":67.769},{"word":"the ","start":67.769,"end":68.009},{"word":"the ","start":68.009,"end":68.248996},{"word":"reason. ","start":68.248996,"end":68.649}]},{"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":70.09863647460938,"end":70.4159091796875},{"word":"you.","start":70.4159091796875,"end":70.82681811523437},{"word":"\n\nNow, ","start":70.85307568359374,"end":71.1385302734375},{"word":"on ","start":71.1385302734375,"end":71.3385302734375},{"word":"a ","start":71.3385302734375,"end":71.40216674804688},{"word":"scale ","start":71.40216674804688,"end":71.69762109375},{"word":"of ","start":71.69762109375,"end":71.85580297851563},{"word":"1 ","start":71.85580297851563,"end":72.0885302734375},{"word":"to ","start":72.0885302734375,"end":72.21489404296875},{"word":"5, ","start":72.21489404296875,"end":72.63671215820312},{"word":"with ","start":72.63671215820312,"end":72.869439453125},{"word":"5 ","start":72.869439453125,"end":73.12216674804688},{"word":"being ","start":73.12216674804688,"end":73.32307568359376},{"word":"very ","start":73.32307568359376,"end":73.52398486328126},{"word":"satisfied ","start":73.52398486328126,"end":74.09307568359375},{"word":"and ","start":74.09307568359375,"end":74.31489404296875},{"word":"1 ","start":74.31489404296875,"end":74.49489404296875},{"word":"being ","start":74.49489404296875,"end":74.69489404296876},{"word":"very ","start":74.69489404296876,"end":74.90580297851562},{"word":"dissatisfied, ","start":74.90580297851562,"end":76.16216674804687},{"word":"how ","start":76.16216674804687,"end":76.53125756835938},{"word":"would ","start":76.53125756835938,"end":76.77398486328126},{"word":"you ","start":76.77398486328126,"end":77.01671215820312},{"word":"rate ","start":77.01671215820312,"end":77.29125756835937},{"word":"your ","start":77.29125756835937,"end":77.47125756835938},{"word":"overall ","start":77.47125756835938,"end":77.85125756835937},{"word":"satisfaction ","start":77.85125756835937,"end":78.41034838867188},{"word":"with ","start":78.41034838867188,"end":78.54762109375},{"word":"your ","start":78.54762109375,"end":78.68489404296875},{"word":"NPI ","start":78.68489404296875,"end":79.08580297851563},{"word":"membership ","start":79.08580297851563,"end":79.50762109375},{"word":"experience?","start":79.50762109375,"end":80.33125756835938}],"metadata":{"response_id":9}},{"role":"user","content":"Three. ","words":[{"word":"Three. ","start":83.35900000000001,"end":83.599}]},{"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":85.13545458984375,"end":85.3890908203125},{"word":"you ","start":85.3890908203125,"end":85.49454541015625},{"word":"for ","start":85.49454541015625,"end":85.6},{"word":"your ","start":85.6,"end":85.72636352539062},{"word":"feedback.","start":85.72636352539062,"end":86.3809091796875},{"word":"\n\nNow, ","start":86.43519311523437,"end":86.9424658203125},{"word":"for ","start":86.9424658203125,"end":87.1324658203125},{"word":"statistical ","start":87.1324658203125,"end":87.68064770507813},{"word":"purposes ","start":87.68064770507813,"end":88.0924658203125},{"word":"only, ","start":88.0924658203125,"end":88.32519311523437},{"word":"could ","start":88.32519311523437,"end":88.4624658203125},{"word":"you ","start":88.4624658203125,"end":88.55701147460937},{"word":"please ","start":88.55701147460937,"end":88.83155688476562},{"word":"tell ","start":88.83155688476562,"end":89.09519311523438},{"word":"us ","start":89.09519311523438,"end":89.29610229492188},{"word":"your ","start":89.29610229492188,"end":89.48610229492188},{"word":"age ","start":89.48610229492188,"end":89.72882958984376},{"word":"range?","start":89.72882958984376,"end":90.27701147460938},{"word":" Is ","start":90.32369311523438,"end":90.4509658203125},{"word":"it ","start":90.4509658203125,"end":90.54551147460937},{"word":"18 ","start":90.54551147460937,"end":90.8409658203125},{"word":"to ","start":90.8409658203125,"end":90.91551147460937},{"word":"30?","start":90.91551147460937,"end":91.421875},{"word":" 31 ","start":91.46923486328124,"end":91.7337802734375},{"word":"to ","start":91.7337802734375,"end":91.87105297851562},{"word":"45? 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-30 15:53:25 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_4c2c04ccdefc0d0af128579a0fd","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":"Gruber","full_name":"Gil Gruber","contact_id":"42424","email":"gil@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"PRO","bloc_notes_ac":"2026 Mar 18 contact accepted webinar info email, declined renewal email, does not want renewal emails sent\n2026 Apr 30 contact wants to renew and sent the email - NPI# 42424\n2026 Apr 30 contact interested in renewal, email corrected and application form sent - NPI# 42424\n2026 Apr 30 contact wants to renew and sent the email - NPI# 42424\n2026 Apr 30 contact answered, interested in renewal 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It's good thing. \nUser: Yeah. \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: Yes, please. \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: Career advancement. \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: Three. \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: 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: What do I need to do? \nAgent: Since your designation was withdrawn 29 days ago, you are still within the recent withdrawal period. I highly suggest that you contact our Professional Standards team at Credentialing at payroll dot C A to see if they can be flexible and accept your reinstatement without the PCP Reinstatement Exam. If not, you will need to achieve a minimum grade of 65 percent for each of the components of the exam.\n\nWould it be OK if I send you an email with the detailed procedure, including information about the PCP Reinstatement Exam? Once you receive the email, you can contact the Professional Standards team or complete the PCP Reinstatement Exam form. Is that alright?\nUser: Sure. \nUser: Go ahead. \nAgent: Thank you. Just to confirm, is your email address still gil at directobjective dot C A?\nUser: Yep. \nAgent: I sent you an email with the detailed procedure, including information about the PCP Reinstatement Exam, in case you would be required to do it. Once you receive the email, please contact the Professional Standards team or complete the PCP Reinstatement Exam form and submit it.\n\nThank you for speaking with me 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. 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","words":[{"word":"Yep. ","start":155.129,"end":155.44899999999998}]},{"role":"agent","content":"I sent you an email with the detailed procedure, including information about the PCP Reinstatement Exam, in case you would be required to do it. Once you receive the email, please contact the Professional Standards team or complete the PCP Reinstatement Exam form and submit it.\n\nThank you for speaking with me today. 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-30 16:00:00 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_26d3e3916a6564a65f1443b5282","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":"Gruber","full_name":"Gil Gruber","contact_id":"42424","email":"gil@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"PRO","bloc_notes_ac":"2026 Mar 18 contact accepted webinar info email, declined renewal email, does not want renewal emails sent\n2026 Apr 30 contact wants to renew and sent the email - NPI# 42424\n2026 Apr 30 contact interested in renewal, email corrected and application form sent - NPI# 42424\n2026 Apr 30 contact wants to renew and sent the email - NPI# 42424\n2026 Apr 30 contact answered, interested in renewal depending on requirements, email sent with procedure\n2026 Apr 30 contact interested in renewal, email sent with reinstatement procedure - NPI# not provided","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-30T15:55:31-04:00","called_by":"","cancel_date":"2023-05-01","corp_cancel_date":"","paid_thru":"2019-01-01","company_paid_thru":"2016-04-02","the_withdrawal_date":"2023-05-01","the_withdrawal_duration":"2 years and 11 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_26d3e3916a6564a65f1443b5282","X-RetellAI-SipTraceId":"call_26d3e3916a6564a65f1443b5282","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1777578977590,"end_timestamp":1777579191919,"duration_ms":214329,"transcript":"Agent: Hello, may I please speak with Gil?\nUser: Yes. It's me. \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. \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 \nUser: Yes. \nAgent: current with payroll \nUser: This is me. \nAgent: Thank you for confirming. Let’s start with the first question: \n\nWhat 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 \nUser: Yes. \nAgent: current with payroll \nUser: Complex issue. \nAgent: Thank you. I’ll record that your initial value was receiving help with complex payroll compliance issues.\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: Four. \nAgent: Thank you for your response.\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: It's forty two. \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.\n\nWould you be open to renewing your membership today?\nUser: Hi, Mike. Uh, I need to know more information. \nAgent: Of course, I’m happy to help. What specific information would you like to know about renewing your membership or the process to regain your designation?\nUser: What do I need to do? \nAgent: Thank you for asking. Today is April 30, 2026, and your designation was withdrawn on May 1, 2023. So it has been 2 years and 11 months.\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:\nPayroll Compliance Legislation (PCL),\nPayroll Fundamentals 1 (PF1),\nand Payroll Fundamentals 2 (PF2).\n\nYou 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.\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? Can I confirm that your email is gil@directobjective.ca?\nUser: Yeah. \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.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":0.97954541015625,"end":1.2859091796875},{"word":"may ","start":1.2859091796875,"end":1.401363525390625},{"word":"I ","start":1.401363525390625,"end":1.4759091796875},{"word":"please ","start":1.4759091796875,"end":1.686818115234375},{"word":"speak ","start":1.686818115234375,"end":1.8659091796875},{"word":"with ","start":1.8659091796875,"end":2.0140908203125},{"word":"Gil?","start":2.0140908203125,"end":2.49954541015625}],"metadata":{"response_id":0}},{"role":"user","content":"Yes. It's me. ","words":[{"word":"Yes. ","start":3.923,"end":4.403},{"word":"It's ","start":4.403,"end":4.643},{"word":"me. 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I’ll record that your initial value was receiving help with complex payroll compliance issues.\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":52.383636474609375,"end":52.6790908203125},{"word":"you.","start":52.6790908203125,"end":53.07},{"word":" I’ll ","start":53.167818115234375,"end":53.368727294921875},{"word":"record ","start":53.368727294921875,"end":53.664181884765625},{"word":"that ","start":53.664181884765625,"end":53.80145458984375},{"word":"your ","start":53.80145458984375,"end":53.938727294921875},{"word":"initial ","start":53.938727294921875,"end":54.266},{"word":"value ","start":54.266,"end":54.68781811523438},{"word":"was ","start":54.68781811523438,"end":54.877818115234376},{"word":"receiving ","start":54.877818115234376,"end":55.27872729492187},{"word":"help ","start":55.27872729492187,"end":55.49054541015625},{"word":"with ","start":55.49054541015625,"end":55.669636474609376},{"word":"complex ","start":55.669636474609376,"end":56.207818115234375},{"word":"payroll ","start":56.207818115234375,"end":56.5669091796875},{"word":"compliance ","start":56.5669091796875,"end":57.00963647460937},{"word":"issues.","start":57.00963647460937,"end":57.643272705078125},{"word":"\n\nNow, ","start":57.69515161132812,"end":57.959697021484374},{"word":"on ","start":57.959697021484374,"end":58.1069697265625},{"word":"a ","start":58.1069697265625,"end":58.17060595703125},{"word":"scale ","start":58.17060595703125,"end":58.45515161132813},{"word":"of ","start":58.45515161132813,"end":58.56060595703125},{"word":"1 ","start":58.56060595703125,"end":58.71969702148437},{"word":"to ","start":58.71969702148437,"end":58.825151611328124},{"word":"5, ","start":58.825151611328124,"end":59.395151611328124},{"word":"with ","start":59.395151611328124,"end":59.64787890625},{"word":"5 ","start":59.64787890625,"end":60.01787890625},{"word":"being ","start":60.01787890625,"end":60.313333251953125},{"word":"very ","start":60.313333251953125,"end":60.64060595703125},{"word":"satisfied ","start":60.64060595703125,"end":61.25242431640625},{"word":"and ","start":61.25242431640625,"end":61.38969702148437},{"word":"1 ","start":61.38969702148437,"end":61.59060595703125},{"word":"being ","start":61.59060595703125,"end":61.82242431640625},{"word":"very ","start":61.82242431640625,"end":62.11787890625},{"word":"dissatisfied, ","start":62.11787890625,"end":63.50060595703125},{"word":"how ","start":63.50060595703125,"end":63.67969702148437},{"word":"would ","start":63.67969702148437,"end":63.84878784179688},{"word":"you ","start":63.84878784179688,"end":63.986060546875},{"word":"rate ","start":63.986060546875,"end":64.1969697265625},{"word":"your ","start":64.1969697265625,"end":64.366060546875},{"word":"overall ","start":64.366060546875,"end":64.7569697265625},{"word":"satisfaction ","start":64.7569697265625,"end":65.43242431640626},{"word":"with ","start":65.43242431640626,"end":65.62242431640625},{"word":"your ","start":65.62242431640625,"end":65.81242431640625},{"word":"NPI ","start":65.81242431640625,"end":66.466060546875},{"word":"membership ","start":66.466060546875,"end":67.00424243164062},{"word":"experience?","start":67.00424243164062,"end":67.82787890625}],"metadata":{"response_id":5}},{"role":"user","content":"Four. ","words":[{"word":"Four. ","start":70.553,"end":70.87299999999999}]},{"role":"agent","content":"Thank you for your response.\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":72.57854541015625,"end":72.78945458984376},{"word":"you ","start":72.78945458984376,"end":72.8849091796875},{"word":"for ","start":72.8849091796875,"end":72.99036352539062},{"word":"your ","start":72.99036352539062,"end":73.12763647460937},{"word":"response.","start":73.12763647460937,"end":73.76036352539063},{"word":"\n\nNow, ","start":73.80460986328124,"end":74.0691552734375},{"word":"for ","start":74.0691552734375,"end":74.2591552734375},{"word":"statistical ","start":74.2591552734375,"end":74.74460986328126},{"word":"purposes ","start":74.74460986328126,"end":75.16642797851563},{"word":"only, ","start":75.16642797851563,"end":75.53551904296874},{"word":"could ","start":75.53551904296874,"end":75.72551904296876},{"word":"you ","start":75.72551904296876,"end":75.84188256835938},{"word":"please ","start":75.84188256835938,"end":76.07460986328125},{"word":"tell ","start":76.07460986328125,"end":76.27460986328126},{"word":"us ","start":76.27460986328126,"end":76.41188256835937},{"word":"your ","start":76.41188256835937,"end":76.64460986328125},{"word":"age ","start":76.64460986328125,"end":76.96097338867187},{"word":"range?","start":76.96097338867187,"end":77.56279174804688},{"word":"\nIs ","start":77.58186743164063,"end":77.77186743164063},{"word":"it ","start":77.77186743164063,"end":77.87732202148437},{"word":"18 ","start":77.87732202148437,"end":78.22550390625},{"word":"to ","start":78.22550390625,"end":78.32004931640626},{"word":"30?","start":78.32004931640626,"end":78.92186743164062},{"word":" 31 ","start":78.97340161132813,"end":79.29067431640625},{"word":"to ","start":79.29067431640625,"end":79.43794702148438},{"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.\n\nWould you be open to renewing your membership today?","words":[{"word":"Thank ","start":91.69245458984375,"end":91.9779091796875},{"word":"you.","start":91.9779091796875,"end":92.38881811523437},{"word":" I’ll ","start":92.43773486328125,"end":92.68046215820313},{"word":"record ","start":92.68046215820313,"end":93.05046215820313},{"word":"your ","start":93.05046215820313,"end":93.22955297851563},{"word":"age ","start":93.22955297851563,"end":93.4622802734375},{"word":"range ","start":93.4622802734375,"end":93.77864404296875},{"word":"as ","start":93.77864404296875,"end":93.96864404296875},{"word":"31 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Uh, I need to know more information. ","words":[{"word":"Hi, ","start":124.40299999999999,"end":124.803},{"word":"Mike. ","start":124.803,"end":125.283},{"word":"Uh, ","start":125.283,"end":125.603},{"word":"I ","start":125.603,"end":125.84299999999999},{"word":"need ","start":125.84299999999999,"end":126.003},{"word":"to ","start":126.003,"end":126.163},{"word":"know ","start":126.163,"end":126.40299999999999},{"word":"more ","start":126.40299999999999,"end":126.723},{"word":"information. ","start":126.723,"end":127.363}]},{"role":"agent","content":"Of course, I’m happy to help. What specific information would you like to know about renewing your membership or the process to regain your designation?","words":[{"word":"Of ","start":128.96336352539063,"end":129.11063647460938},{"word":"course, ","start":129.11063647460938,"end":129.34336352539063},{"word":"I’m ","start":129.34336352539063,"end":129.49063647460937},{"word":"happy ","start":129.49063647460937,"end":129.74427270507812},{"word":"to ","start":129.74427270507812,"end":129.83881811523437},{"word":"help. 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","words":[{"word":"What ","start":139.003,"end":139.32299},{"word":"do ","start":139.32299,"end":139.48299},{"word":"I ","start":139.48299,"end":139.563},{"word":"need ","start":139.563,"end":139.72299999999998},{"word":"to ","start":139.72299999999998,"end":139.883},{"word":"do? ","start":139.883,"end":140.04299}]},{"role":"agent","content":"Thank you for asking. Today is April 30, 2026, and your designation was withdrawn on May 1, 2023. So it has been 2 years and 11 months.\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:\nPayroll Compliance Legislation (PCL),\nPayroll Fundamentals 1 (PF1),\nand Payroll Fundamentals 2 (PF2).\n\nYou 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.\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? Can I confirm that your email is gil@directobjective.ca?","words":[{"word":"Thank ","start":141.4996364746094,"end":141.72145458984374},{"word":"you ","start":141.72145458984374,"end":141.8269091796875},{"word":"for ","start":141.8269091796875,"end":142.0069091796875},{"word":"asking. 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Have a good day and goodbye.","words":[{"word":"I ","start":198.74736352539063,"end":198.90554541015624},{"word":"sent ","start":198.90554541015624,"end":199.10554541015625},{"word":"you ","start":199.10554541015625,"end":199.2119091796875},{"word":"an ","start":199.2119091796875,"end":199.31736352539062},{"word":"email ","start":199.31736352539062,"end":199.65463647460936},{"word":"with ","start":199.65463647460936,"end":199.80281811523437},{"word":"the ","start":199.80281811523437,"end":199.91827270507812},{"word":"detailed ","start":199.91827270507812,"end":200.351},{"word":"procedure ","start":200.351,"end":200.911},{"word":"and ","start":200.911,"end":201.05827270507814},{"word":"a ","start":201.05827270507814,"end":201.14281811523438},{"word":"link ","start":201.14281811523438,"end":201.38554541015625},{"word":"to ","start":201.38554541015625,"end":201.491},{"word":"the ","start":201.491,"end":201.59645458984374},{"word":"PCP ","start":201.59645458984374,"end":202.15645458984375},{"word":"Reinstatement ","start":202.15645458984375,"end":202.74736352539063},{"word":"Exam ","start":202.74736352539063,"end":203.12736352539062},{"word":"registration ","start":203.12736352539062,"end":203.67645458984376},{"word":"form.","start":203.67645458984376,"end":204.1619091796875},{"word":" Once ","start":204.17936743164063,"end":204.39027661132812},{"word":"you ","start":204.39027661132812,"end":204.53754931640626},{"word":"receive ","start":204.53754931640626,"end":204.89664013671876},{"word":"the ","start":204.89664013671876,"end":205.01300390625},{"word":"email, ","start":205.01300390625,"end":205.3084582519531},{"word":"please ","start":205.3084582519531,"end":205.5720947265625},{"word":"complete ","start":205.5720947265625,"end":205.96300390625},{"word":"the ","start":205.96300390625,"end":206.07845825195312},{"word":"form ","start":206.07845825195312,"end":206.37391284179688},{"word":"and ","start":206.37391284179688,"end":206.5220947265625},{"word":"submit ","start":206.5220947265625,"end":206.82845825195312},{"word":"it.\n","start":206.82845825195312,"end":207.15573095703124},{"word":"\nThank ","start":207.15573095703124,"end":207.44027661132813},{"word":"you ","start":207.44027661132813,"end":207.57754931640625},{"word":"for ","start":207.57754931640625,"end":207.71482202148437},{"word":"speaking ","start":207.71482202148437,"end":208.06300390625},{"word":"with ","start":208.06300390625,"end":208.2320947265625},{"word":"me ","start":208.2320947265625,"end":208.35845825195312},{"word":"today. 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It's me. ","words":[{"word":"Yes. ","start":3.923,"end":4.403},{"word":"It's ","start":4.403,"end":4.643},{"word":"me. ","start":4.643,"end":4.8829997}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. 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I’ll record that your initial value was receiving help with complex payroll compliance issues.\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":52.383636474609375,"end":52.6790908203125},{"word":"you.","start":52.6790908203125,"end":53.07},{"word":" I’ll ","start":53.167818115234375,"end":53.368727294921875},{"word":"record ","start":53.368727294921875,"end":53.664181884765625},{"word":"that ","start":53.664181884765625,"end":53.80145458984375},{"word":"your ","start":53.80145458984375,"end":53.938727294921875},{"word":"initial ","start":53.938727294921875,"end":54.266},{"word":"value ","start":54.266,"end":54.68781811523438},{"word":"was ","start":54.68781811523438,"end":54.877818115234376},{"word":"receiving ","start":54.877818115234376,"end":55.27872729492187},{"word":"help ","start":55.27872729492187,"end":55.49054541015625},{"word":"with ","start":55.49054541015625,"end":55.669636474609376},{"word":"complex ","start":55.669636474609376,"end":56.207818115234375},{"word":"payroll ","start":56.207818115234375,"end":56.5669091796875},{"word":"compliance ","start":56.5669091796875,"end":57.00963647460937},{"word":"issues.","start":57.00963647460937,"end":57.643272705078125},{"word":"\n\nNow, ","start":57.69515161132812,"end":57.959697021484374},{"word":"on ","start":57.959697021484374,"end":58.1069697265625},{"word":"a ","start":58.1069697265625,"end":58.17060595703125},{"word":"scale ","start":58.17060595703125,"end":58.45515161132813},{"word":"of ","start":58.45515161132813,"end":58.56060595703125},{"word":"1 ","start":58.56060595703125,"end":58.71969702148437},{"word":"to ","start":58.71969702148437,"end":58.825151611328124},{"word":"5, ","start":58.825151611328124,"end":59.395151611328124},{"word":"with ","start":59.395151611328124,"end":59.64787890625},{"word":"5 ","start":59.64787890625,"end":60.01787890625},{"word":"being ","start":60.01787890625,"end":60.313333251953125},{"word":"very ","start":60.313333251953125,"end":60.64060595703125},{"word":"satisfied ","start":60.64060595703125,"end":61.25242431640625},{"word":"and ","start":61.25242431640625,"end":61.38969702148437},{"word":"1 ","start":61.38969702148437,"end":61.59060595703125},{"word":"being ","start":61.59060595703125,"end":61.82242431640625},{"word":"very ","start":61.82242431640625,"end":62.11787890625},{"word":"dissatisfied, ","start":62.11787890625,"end":63.50060595703125},{"word":"how ","start":63.50060595703125,"end":63.67969702148437},{"word":"would ","start":63.67969702148437,"end":63.84878784179688},{"word":"you ","start":63.84878784179688,"end":63.986060546875},{"word":"rate ","start":63.986060546875,"end":64.1969697265625},{"word":"your ","start":64.1969697265625,"end":64.366060546875},{"word":"overall ","start":64.366060546875,"end":64.7569697265625},{"word":"satisfaction ","start":64.7569697265625,"end":65.43242431640626},{"word":"with ","start":65.43242431640626,"end":65.62242431640625},{"word":"your ","start":65.62242431640625,"end":65.81242431640625},{"word":"NPI ","start":65.81242431640625,"end":66.466060546875},{"word":"membership ","start":66.466060546875,"end":67.00424243164062},{"word":"experience?","start":67.00424243164062,"end":67.82787890625}],"metadata":{"response_id":5}},{"role":"user","content":"Four. ","words":[{"word":"Four. ","start":70.553,"end":70.87299999999999}]},{"role":"agent","content":"Thank you for your response.\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":72.57854541015625,"end":72.78945458984376},{"word":"you ","start":72.78945458984376,"end":72.8849091796875},{"word":"for ","start":72.8849091796875,"end":72.99036352539062},{"word":"your ","start":72.99036352539062,"end":73.12763647460937},{"word":"response.","start":73.12763647460937,"end":73.76036352539063},{"word":"\n\nNow, ","start":73.80460986328124,"end":74.0691552734375},{"word":"for ","start":74.0691552734375,"end":74.2591552734375},{"word":"statistical ","start":74.2591552734375,"end":74.74460986328126},{"word":"purposes ","start":74.74460986328126,"end":75.16642797851563},{"word":"only, ","start":75.16642797851563,"end":75.53551904296874},{"word":"could ","start":75.53551904296874,"end":75.72551904296876},{"word":"you ","start":75.72551904296876,"end":75.84188256835938},{"word":"please ","start":75.84188256835938,"end":76.07460986328125},{"word":"tell ","start":76.07460986328125,"end":76.27460986328126},{"word":"us ","start":76.27460986328126,"end":76.41188256835937},{"word":"your ","start":76.41188256835937,"end":76.64460986328125},{"word":"age ","start":76.64460986328125,"end":76.96097338867187},{"word":"range?","start":76.96097338867187,"end":77.56279174804688},{"word":"\nIs ","start":77.58186743164063,"end":77.77186743164063},{"word":"it ","start":77.77186743164063,"end":77.87732202148437},{"word":"18 ","start":77.87732202148437,"end":78.22550390625},{"word":"to ","start":78.22550390625,"end":78.32004931640626},{"word":"30?","start":78.32004931640626,"end":78.92186743164062},{"word":" 31 ","start":78.97340161132813,"end":79.29067431640625},{"word":"to ","start":79.29067431640625,"end":79.43794702148438},{"word":"45? 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Uh, I need to know more information. ","words":[{"word":"Hi, ","start":124.40299999999999,"end":124.803},{"word":"Mike. ","start":124.803,"end":125.283},{"word":"Uh, ","start":125.283,"end":125.603},{"word":"I ","start":125.603,"end":125.84299999999999},{"word":"need ","start":125.84299999999999,"end":126.003},{"word":"to ","start":126.003,"end":126.163},{"word":"know ","start":126.163,"end":126.40299999999999},{"word":"more ","start":126.40299999999999,"end":126.723},{"word":"information. ","start":126.723,"end":127.363}]},{"role":"agent","content":"Of course, I’m happy to help. What specific information would you like to know about renewing your membership or the process to regain your designation?","words":[{"word":"Of ","start":128.96336352539063,"end":129.11063647460938},{"word":"course, ","start":129.11063647460938,"end":129.34336352539063},{"word":"I’m ","start":129.34336352539063,"end":129.49063647460937},{"word":"happy ","start":129.49063647460937,"end":129.74427270507812},{"word":"to ","start":129.74427270507812,"end":129.83881811523437},{"word":"help. 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-30 16:11:28 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_2b313ed3ad2396c26273b4e754d","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":"Gruber","full_name":"Gil Gruber","contact_id":"42424","email":"gil@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"PRO","bloc_notes_ac":"2026 Mar 18 contact accepted webinar info email, declined renewal email, does not want renewal emails sent\n2026 Apr 30 contact wants to renew and sent the email - NPI# 42424\n2026 Apr 30 contact interested in renewal, email corrected and application form sent - NPI# 42424\n2026 Apr 30 contact wants to renew and sent the email - NPI# 42424\n2026 Apr 30 contact answered, interested in renewal depending on requirements, email sent with procedure\n2026 Apr 30 contact interested in renewal, email sent with reinstatement procedure - NPI# not provided\n2026 Apr 30 contact interested in renewal, sent email with application form - NPI# 42424","number_of_passed_courses":"0","extension":"","province":"QC","toronto_current_time":"2026-04-30T16:07:40-04:00","called_by":"","cancel_date":"2026-04-01","corp_cancel_date":"","paid_thru":"2019-01-01","company_paid_thru":"2016-04-02","the_withdrawal_date":"2026-04-01","the_withdrawal_duration":"29 days"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_2b313ed3ad2396c26273b4e754d","X-RetellAI-SipTraceId":"call_2b313ed3ad2396c26273b4e754d","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1777579692882,"end_timestamp":1777579880649,"duration_ms":187767,"transcript":"Agent: Hello, may I please speak with Gil?\nUser: Yes. It's me. \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 fine. \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. \nUser: Designation. \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: 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: Thirty six to forty seven. \nAgent: Just to make sure I record this correctly, would that fall under 31–45, or 46–60?\nUser: Thirty one to forty five. \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: Maybe \nUser: What do I need to do? \nAgent: Thank you for your interest. Since today is April 30, 2026, and your designation was withdrawn on April 1, 2026, it has been 29 days. \n\nYou recently passed the withdrawal date. If you have a personal reason that justifies your lack of renewal of your designation and membership, I highly suggest that you contact our Professional Standards team at Credentialing at payroll dot C A to see if they can be flexible and accept your reinstatement without the PCP Reinstatement Exam. If not, you will need to achieve a minimum grade of 65% for each of the components of the exam.\n\nWould it be OK if I send you an email with the detailed procedure, including information about the PCP Reinstatement Exam?\nUser: Sure. \nAgent: Thank you. Just to confirm, is your email address still gil at directobjective dot C A?\nUser: Yes. \nAgent: I sent you an email with the detailed procedure, including information about the PCP Reinstatement Exam, in case you would be required to do it. Once you receive the email, please contact the Professional Standards team or complete the PCP Reinstatement Exam form and submit it.\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":1.588636474609375,"end":1.936818115234375},{"word":"may ","start":1.936818115234375,"end":2.0959091796875},{"word":"I ","start":2.0959091796875,"end":2.16954541015625},{"word":"please ","start":2.16954541015625,"end":2.391363525390625},{"word":"speak ","start":2.391363525390625,"end":2.655},{"word":"with ","start":2.655,"end":2.8340908203125},{"word":"Gil?","start":2.8340908203125,"end":3.287727294921875}],"metadata":{"response_id":0}},{"role":"user","content":"Yes. It's me. ","words":[{"word":"Yes. ","start":4.551,"end":5.191},{"word":"It's ","start":5.191,"end":5.511},{"word":"me. ","start":5.511,"end":5.671}]},{"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":6.558272705078125,"end":7.0119091796875},{"word":"My ","start":7.061943115234375,"end":7.1992158203125},{"word":"name ","start":7.1992158203125,"end":7.358306884765625},{"word":"is ","start":7.358306884765625,"end":7.473761474609375},{"word":"Ellen, ","start":7.473761474609375,"end":7.7692158203125},{"word":"and ","start":7.7692158203125,"end":7.88557958984375},{"word":"I’m ","start":7.88557958984375,"end":8.033761474609374},{"word":"calling ","start":8.033761474609374,"end":8.318306884765626},{"word":"on ","start":8.318306884765626,"end":8.413761474609375},{"word":"behalf ","start":8.413761474609375,"end":8.7192158203125},{"word":"of ","start":8.7192158203125,"end":8.803761474609376},{"word":"the ","start":8.803761474609376,"end":8.8992158203125},{"word":"National ","start":8.8992158203125,"end":9.257397705078125},{"word":"Payroll ","start":9.257397705078125,"end":9.658306884765626},{"word":"Institute, ","start":9.658306884765626,"end":10.207397705078124},{"word":"NPI. 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","start":41.580998,"end":42.301}]},{"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":43.871636474609375,"end":44.146181884765625},{"word":"you. 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","words":[{"word":"Four. ","start":56.110996,"end":56.350998000000004}]},{"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":57.61663647460937,"end":57.83845458984375},{"word":"you ","start":57.83845458984375,"end":57.954818115234374},{"word":"for ","start":57.954818115234374,"end":58.1020908203125},{"word":"your ","start":58.1020908203125,"end":58.23936352539062},{"word":"feedback.","start":58.23936352539062,"end":58.93663647460937},{"word":"\n\nNow, ","start":58.988901611328124,"end":59.31617431640625},{"word":"for ","start":59.31617431640625,"end":59.50617431640625},{"word":"statistical ","start":59.50617431640625,"end":60.05526513671875},{"word":"purposes ","start":60.05526513671875,"end":60.519810546875},{"word":"only, ","start":60.519810546875,"end":61.047083251953126},{"word":"could ","start":61.047083251953126,"end":61.227083251953125},{"word":"you ","start":61.227083251953125,"end":61.33253784179688},{"word":"please ","start":61.33253784179688,"end":61.57526513671875},{"word":"tell ","start":61.57526513671875,"end":61.797083251953126},{"word":"us ","start":61.797083251953126,"end":61.90253784179688},{"word":"your ","start":61.90253784179688,"end":62.0607197265625},{"word":"age ","start":62.0607197265625,"end":62.303447021484374},{"word":"range?","start":62.303447021484374,"end":62.78890161132812},{"word":" Is ","start":62.83852661132813,"end":62.95489013671875},{"word":"it ","start":62.95489013671875,"end":63.039435546875},{"word":"18 ","start":63.039435546875,"end":63.32398095703125},{"word":"to ","start":63.32398095703125,"end":63.39852661132812},{"word":"30?","start":63.39852661132812,"end":63.93670825195313},{"word":" 31 ","start":63.991443115234375,"end":64.28780688476563},{"word":"to ","start":64.28780688476563,"end":64.42417041015625},{"word":"45? 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","words":[{"word":"Sure. ","start":159.62099999999998,"end":161.06099999999998}]},{"role":"agent","content":"Thank you. Just to confirm, is your email address still gil at directobjective dot C A?","words":[{"word":"Thank ","start":160.94163647460937,"end":161.248},{"word":"you.","start":161.248,"end":161.628},{"word":" Just ","start":161.66744311523436,"end":161.86744311523438},{"word":"to ","start":161.86744311523438,"end":161.95198852539062},{"word":"confirm, ","start":161.95198852539062,"end":162.34289770507812},{"word":"is ","start":162.34289770507812,"end":162.44835229492188},{"word":"your ","start":162.44835229492188,"end":162.5965341796875},{"word":"email ","start":162.5965341796875,"end":162.86017041015626},{"word":"address ","start":162.86017041015626,"end":163.11289770507813},{"word":"still ","start":163.11289770507813,"end":163.43017041015625},{"word":"gil ","start":163.43017041015625,"end":163.7147158203125},{"word":"at ","start":163.7147158203125,"end":163.9047158203125},{"word":"directobjective ","start":163.9047158203125,"end":164.54835229492187},{"word":"dot ","start":164.54835229492187,"end":164.76017041015626},{"word":"C ","start":164.76017041015626,"end":164.93926147460937},{"word":"A?","start":164.93926147460937,"end":165.35107958984375}],"metadata":{"response_id":13}},{"role":"user","content":"Yes. ","words":[{"word":"Yes. ","start":166.39101,"end":166.631}]},{"role":"agent","content":"I sent you an email with the detailed procedure, including information about the PCP Reinstatement Exam, in case you would be required to do it. Once you receive the email, please contact the Professional Standards team or complete the PCP Reinstatement Exam form and submit it.\n\nThank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"I ","start":169.89527270507813,"end":170.03254541015625},{"word":"sent ","start":170.03254541015625,"end":170.21163647460938},{"word":"you ","start":170.21163647460938,"end":170.3170908203125},{"word":"an ","start":170.3170908203125,"end":170.41254541015624},{"word":"email ","start":170.41254541015624,"end":170.6870908203125},{"word":"with ","start":170.6870908203125,"end":170.84527270507812},{"word":"the ","start":170.84527270507812,"end":170.98254541015626},{"word":"detailed ","start":170.98254541015626,"end":171.4889091796875},{"word":"procedure, ","start":171.4889091796875,"end":172.2070908203125},{"word":"including ","start":172.2070908203125,"end":172.6289091796875},{"word":"information ","start":172.6289091796875,"end":173.15618188476563},{"word":"about ","start":173.15618188476563,"end":173.368},{"word":"the ","start":173.368,"end":173.47345458984375},{"word":"PCP ","start":173.47345458984375,"end":174.138},{"word":"Reinstatement ","start":174.138,"end":174.73981811523439},{"word":"Exam, ","start":174.73981811523439,"end":175.2252727050781},{"word":"in ","start":175.2252727050781,"end":175.41527270507814},{"word":"case ","start":175.41527270507814,"end":175.6370908203125},{"word":"you ","start":175.6370908203125,"end":175.7316364746094},{"word":"would ","start":175.7316364746094,"end":175.90072729492186},{"word":"be ","start":175.90072729492186,"end":176.038},{"word":"required ","start":176.038,"end":176.50254541015624},{"word":"to ","start":176.50254541015624,"end":176.618},{"word":"do ","start":176.618,"end":176.7770908203125},{"word":"it.","start":176.7770908203125,"end":177.06163647460937},{"word":" Once ","start":177.0900341796875,"end":177.35367041015624},{"word":"you ","start":177.35367041015624,"end":177.48094311523437},{"word":"receive ","start":177.48094311523437,"end":177.75548852539063},{"word":"the ","start":177.75548852539063,"end":177.87094311523438},{"word":"email, ","start":177.87094311523438,"end":178.1982158203125},{"word":"please ","start":178.1982158203125,"end":178.50457958984376},{"word":"contact ","start":178.50457958984376,"end":178.93730688476563},{"word":"the ","start":178.93730688476563,"end":179.04276147460936},{"word":"Professional ","start":179.04276147460936,"end":179.47548852539063},{"word":"Standards ","start":179.47548852539063,"end":179.87639770507812},{"word":"team ","start":179.87639770507812,"end":180.18276147460938},{"word":"or ","start":180.18276147460938,"end":180.35185229492188},{"word":"complete ","start":180.35185229492188,"end":180.74185229492187},{"word":"the ","start":180.74185229492187,"end":180.8582158203125},{"word":"PCP ","start":180.8582158203125,"end":181.41730688476562},{"word":"Reinstatement ","start":181.41730688476562,"end":181.9982158203125},{"word":"Exam ","start":181.9982158203125,"end":182.3782158203125},{"word":"form ","start":182.3782158203125,"end":182.81094311523438},{"word":"and ","start":182.81094311523438,"end":183.25367041015625},{"word":"submit ","start":183.25367041015625,"end":183.60276147460937},{"word":"it.\n","start":183.60276147460937,"end":184.01367041015624},{"word":"\nThank ","start":184.01367041015624,"end":184.24639770507812},{"word":"you ","start":184.24639770507812,"end":184.36185229492187},{"word":"for ","start":184.36185229492187,"end":184.489125},{"word":"speaking ","start":184.489125,"end":184.81639770507812},{"word":"with ","start":184.81639770507812,"end":184.97457958984376},{"word":"me ","start":184.97457958984376,"end":185.0800341796875},{"word":"today. 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It's me. ","words":[{"word":"Yes. ","start":4.551,"end":5.191},{"word":"It's ","start":5.191,"end":5.511},{"word":"me. ","start":5.511,"end":5.671}]},{"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":6.558272705078125,"end":7.0119091796875},{"word":"My ","start":7.061943115234375,"end":7.1992158203125},{"word":"name ","start":7.1992158203125,"end":7.358306884765625},{"word":"is ","start":7.358306884765625,"end":7.473761474609375},{"word":"Ellen, ","start":7.473761474609375,"end":7.7692158203125},{"word":"and ","start":7.7692158203125,"end":7.88557958984375},{"word":"I’m ","start":7.88557958984375,"end":8.033761474609374},{"word":"calling ","start":8.033761474609374,"end":8.318306884765626},{"word":"on ","start":8.318306884765626,"end":8.413761474609375},{"word":"behalf ","start":8.413761474609375,"end":8.7192158203125},{"word":"of ","start":8.7192158203125,"end":8.803761474609376},{"word":"the ","start":8.803761474609376,"end":8.8992158203125},{"word":"National ","start":8.8992158203125,"end":9.257397705078125},{"word":"Payroll ","start":9.257397705078125,"end":9.658306884765626},{"word":"Institute, ","start":9.658306884765626,"end":10.207397705078124},{"word":"NPI. 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That's fine. ","words":[{"word":"Yeah. ","start":20.560999000000002,"end":20.960999},{"word":"That's ","start":20.960999,"end":21.200998000000002},{"word":"fine. ","start":21.200998000000002,"end":21.440998}]},{"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. 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","start":38.05944311523437,"end":38.365806884765625},{"word":"Gaining ","start":38.365806884765625,"end":38.67217041015625},{"word":"payroll ","start":38.67217041015625,"end":39.009443115234376},{"word":"designation. ","start":39.009443115234376,"end":39.7067158203125},{"word":"\n5. ","start":39.72111743164062,"end":40.09020825195312},{"word":"Networking ","start":40.09020825195312,"end":40.491117431640625},{"word":"with ","start":40.491117431640625,"end":40.64929931640625},{"word":"other ","start":40.64929931640625,"end":40.87111743164063},{"word":"payroll ","start":40.87111743164063,"end":41.16657202148438},{"word":"professionals. ","start":41.16657202148438,"end":41.905662841796875}],"metadata":{"response_id":5}},{"role":"user","content":"Designation. ","words":[{"word":"Designation. ","start":41.580998,"end":42.301}]},{"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":43.871636474609375,"end":44.146181884765625},{"word":"you. ","start":44.146181884765625,"end":44.515272705078125},{"word":"\n\nNow, ","start":44.557651611328126,"end":44.80037890625},{"word":"on ","start":44.80037890625,"end":44.947651611328126},{"word":"a ","start":44.947651611328126,"end":45.01128784179687},{"word":"scale ","start":45.01128784179687,"end":45.30674243164062},{"word":"of ","start":45.30674243164062,"end":45.44401513671875},{"word":"1 ","start":45.44401513671875,"end":45.61310595703125},{"word":"to ","start":45.61310595703125,"end":45.718560546875},{"word":"5, ","start":45.718560546875,"end":46.20401513671875},{"word":"with ","start":46.20401513671875,"end":46.488560546875},{"word":"5 ","start":46.488560546875,"end":46.858560546875},{"word":"being ","start":46.858560546875,"end":47.08037890625},{"word":"very ","start":47.08037890625,"end":47.28037890625},{"word":"satisfied ","start":47.28037890625,"end":47.8294697265625},{"word":"and ","start":47.8294697265625,"end":48.04037890625},{"word":"1 ","start":48.04037890625,"end":48.27310595703125},{"word":"being ","start":48.27310595703125,"end":48.5894697265625},{"word":"very ","start":48.5894697265625,"end":49.201287841796876},{"word":"dissatisfied, ","start":49.201287841796876,"end":50.098560546875},{"word":"how ","start":50.098560546875,"end":50.288560546875},{"word":"would ","start":50.288560546875,"end":50.457651611328124},{"word":"you ","start":50.457651611328124,"end":50.57401513671875},{"word":"rate ","start":50.57401513671875,"end":50.79492431640625},{"word":"your ","start":50.79492431640625,"end":50.96401513671875},{"word":"overall ","start":50.96401513671875,"end":51.396742431640625},{"word":"satisfaction ","start":51.396742431640625,"end":52.05128784179688},{"word":"with ","start":52.05128784179688,"end":52.2094697265625},{"word":"your ","start":52.2094697265625,"end":52.36765161132813},{"word":"NPI ","start":52.36765161132813,"end":52.832197021484376},{"word":"membership ","start":52.832197021484376,"end":53.30674243164062},{"word":"experience?","start":53.30674243164062,"end":54.1094697265625}],"metadata":{"response_id":6}},{"role":"user","content":"Four. ","words":[{"word":"Four. ","start":56.110996,"end":56.350998000000004}]},{"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":57.61663647460937,"end":57.83845458984375},{"word":"you ","start":57.83845458984375,"end":57.954818115234374},{"word":"for ","start":57.954818115234374,"end":58.1020908203125},{"word":"your ","start":58.1020908203125,"end":58.23936352539062},{"word":"feedback.","start":58.23936352539062,"end":58.93663647460937},{"word":"\n\nNow, ","start":58.988901611328124,"end":59.31617431640625},{"word":"for ","start":59.31617431640625,"end":59.50617431640625},{"word":"statistical ","start":59.50617431640625,"end":60.05526513671875},{"word":"purposes ","start":60.05526513671875,"end":60.519810546875},{"word":"only, ","start":60.519810546875,"end":61.047083251953126},{"word":"could ","start":61.047083251953126,"end":61.227083251953125},{"word":"you ","start":61.227083251953125,"end":61.33253784179688},{"word":"please ","start":61.33253784179688,"end":61.57526513671875},{"word":"tell ","start":61.57526513671875,"end":61.797083251953126},{"word":"us ","start":61.797083251953126,"end":61.90253784179688},{"word":"your ","start":61.90253784179688,"end":62.0607197265625},{"word":"age ","start":62.0607197265625,"end":62.303447021484374},{"word":"range?","start":62.303447021484374,"end":62.78890161132812},{"word":" Is ","start":62.83852661132813,"end":62.95489013671875},{"word":"it ","start":62.95489013671875,"end":63.039435546875},{"word":"18 ","start":63.039435546875,"end":63.32398095703125},{"word":"to ","start":63.32398095703125,"end":63.39852661132812},{"word":"30?","start":63.39852661132812,"end":63.93670825195313},{"word":" 31 ","start":63.991443115234375,"end":64.28780688476563},{"word":"to ","start":64.28780688476563,"end":64.42417041015625},{"word":"45? 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","start":71.621,"end":71.781}]},{"role":"agent","content":"Just to make sure I record this correctly, would that fall under 31–45, or 46–60?","words":[{"word":"Just ","start":73.16745458984374,"end":73.34654541015625},{"word":"to ","start":73.34654541015625,"end":73.4310908203125},{"word":"make ","start":73.4310908203125,"end":73.57927270507813},{"word":"sure ","start":73.57927270507813,"end":73.822},{"word":"I ","start":73.822,"end":73.96927270507813},{"word":"record ","start":73.96927270507813,"end":74.27563647460937},{"word":"this ","start":74.27563647460937,"end":74.46563647460937},{"word":"correctly, ","start":74.46563647460937,"end":75.1310908203125},{"word":"would ","start":75.1310908203125,"end":75.342},{"word":"that ","start":75.342,"end":75.5110908203125},{"word":"fall ","start":75.5110908203125,"end":75.79563647460938},{"word":"under ","start":75.79563647460938,"end":76.102},{"word":"31–45, ","start":76.102,"end":76.45018188476563},{"word":"or ","start":76.45018188476563,"end":76.672},{"word":"46–60?","start":76.672,"end":76.92472729492188}],"metadata":{"response_id":9}},{"role":"user","content":"Thirty one to forty five. 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-30 16:15:33 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_b52605e86c5c30f629f85b88451","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":"Gruber","full_name":"Gil Gruber","contact_id":"42424","email":"gil@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"PRO","bloc_notes_ac":"2026 Mar 18 contact accepted webinar info email, declined renewal email, does not want renewal emails sent\n2026 Apr 30 contact wants to renew and sent the email - NPI# 42424\n2026 Apr 30 contact interested in renewal, email corrected and application form sent - NPI# 42424\n2026 Apr 30 contact wants to renew and sent the email - NPI# 42424\n2026 Apr 30 contact answered, interested in renewal 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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.\nUser: Sure. \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 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: Five. \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: Forty 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. I'm not sure that they want to. \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: It is very difficult to do to maintain the the membership. \nAgent: Thank you for sharing that. Just so I understand, is it the ongoing requirements, like completing CPE hours or keeping up with the designation, that you find difficult?\nUser: Yes. \nAgent: Thank you for clarifying.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: Sure. \nAgent: Great. To make sure I send the information to the right place, can I confirm your email address is gil at directobjective dot C A?\nUser: Yes. \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.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.27045458984375,"end":1.63954541015625},{"word":"may ","start":1.63954541015625,"end":1.808636474609375},{"word":"I ","start":1.808636474609375,"end":1.882272705078125},{"word":"please ","start":1.882272705078125,"end":2.083181884765625},{"word":"speak ","start":2.083181884765625,"end":2.2840908203125},{"word":"with ","start":2.2840908203125,"end":2.452272705078125},{"word":"Gil?","start":2.452272705078125,"end":2.937727294921875}],"metadata":{"response_id":0}},{"role":"user","content":"Yes. ","words":[{"word":"Yes. 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","start":49.663000000000004,"end":50.063}]},{"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":51.36663647460937,"end":51.64118188476562},{"word":"you. 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","words":[{"word":"Five. ","start":64.363,"end":64.76299999999999}]},{"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":65.96263647460937,"end":66.20536352539062},{"word":"you ","start":66.20536352539062,"end":66.33263647460937},{"word":"for ","start":66.33263647460937,"end":66.459},{"word":"your ","start":66.459,"end":66.59627270507812},{"word":"feedback.","start":66.59627270507812,"end":67.28263647460938},{"word":"\n\nNow, ","start":67.3145341796875,"end":67.51544311523438},{"word":"for ","start":67.51544311523438,"end":67.64180688476563},{"word":"statistical ","start":67.64180688476563,"end":68.19089770507813},{"word":"purposes ","start":68.19089770507813,"end":68.68726147460937},{"word":"only, ","start":68.68726147460937,"end":69.03544311523437},{"word":"could ","start":69.03544311523437,"end":69.203625},{"word":"you ","start":69.203625,"end":69.33089770507813},{"word":"please ","start":69.33089770507813,"end":69.65817041015625},{"word":"tell ","start":69.65817041015625,"end":69.85817041015625},{"word":"us ","start":69.85817041015625,"end":69.953625},{"word":"your ","start":69.953625,"end":70.10089770507813},{"word":"age ","start":70.10089770507813,"end":70.36544311523437},{"word":"range?","start":70.36544311523437,"end":70.9245341796875},{"word":"\nIs ","start":70.96723486328125,"end":71.07359838867187},{"word":"it ","start":71.07359838867187,"end":71.16814404296875},{"word":"18 ","start":71.16814404296875,"end":71.51632568359375},{"word":"to ","start":71.51632568359375,"end":71.58996215820312},{"word":"30?","start":71.58996215820312,"end":72.14996215820312},{"word":" 31 ","start":72.19610986328125,"end":72.481564453125},{"word":"to ","start":72.481564453125,"end":72.61883715820312},{"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":83.82763647460938,"end":84.11218188476562},{"word":"you.","start":84.11218188476562,"end":84.48127270507813},{"word":"\n\nWe’d ","start":84.5119091796875,"end":84.7019091796875},{"word":"love ","start":84.7019091796875,"end":84.8819091796875},{"word":"to ","start":84.8819091796875,"end":84.96554541015625},{"word":"see ","start":84.96554541015625,"end":85.12463647460937},{"word":"you ","start":85.12463647460937,"end":85.2400908203125},{"word":"gain ","start":85.2400908203125,"end":85.48281811523438},{"word":"your ","start":85.48281811523438,"end":85.6200908203125},{"word":"designation ","start":85.6200908203125,"end":86.13736352539063},{"word":"back ","start":86.13736352539063,"end":86.3800908203125},{"word":"and ","start":86.3800908203125,"end":86.50736352539063},{"word":"continue ","start":86.50736352539063,"end":86.91827270507812},{"word":"benefiting ","start":86.91827270507812,"end":87.3619091796875},{"word":"from ","start":87.3619091796875,"end":87.531},{"word":"our ","start":87.531,"end":87.66827270507812},{"word":"services.","start":87.66827270507812,"end":88.33281811523437},{"word":" As ","start":88.38315161132813,"end":88.63678784179687},{"word":"a ","start":88.63678784179687,"end":88.72133325195313},{"word":"member, ","start":88.72133325195313,"end":89.40769702148438},{"word":"you ","start":89.40769702148438,"end":89.5549697265625},{"word":"get ","start":89.5549697265625,"end":89.7449697265625},{"word":"unlimited ","start":89.7449697265625,"end":90.20951513671875},{"word":"help ","start":90.20951513671875,"end":90.494060546875},{"word":"with ","start":90.494060546875,"end":90.73678784179687},{"word":"complex ","start":90.73678784179687,"end":91.15951513671875},{"word":"payroll ","start":91.15951513671875,"end":91.49678784179687},{"word":"issues, ","start":91.49678784179687,"end":92.34133325195313},{"word":"constant ","start":92.34133325195313,"end":92.7849697265625},{"word":"updates ","start":92.7849697265625,"end":93.1749697265625},{"word":"on ","start":93.1749697265625,"end":93.30224243164062},{"word":"changes ","start":93.30224243164062,"end":93.67133325195313},{"word":"in ","start":93.67133325195313,"end":93.77678784179687},{"word":"payroll, ","start":93.77678784179687,"end":94.79042431640624},{"word":"preferred ","start":94.79042431640624,"end":95.244060546875},{"word":"member ","start":95.244060546875,"end":95.52860595703125},{"word":"rates ","start":95.52860595703125,"end":95.79315161132813},{"word":"for ","start":95.79315161132813,"end":95.94042431640625},{"word":"professional ","start":95.94042431640625,"end":96.384060546875},{"word":"development ","start":96.384060546875,"end":96.82678784179687},{"word":"seminars, ","start":96.82678784179687,"end":97.80860595703125},{"word":"networking ","start":97.80860595703125,"end":98.25224243164062},{"word":"with ","start":98.25224243164062,"end":98.41042431640625},{"word":"other ","start":98.41042431640625,"end":98.664060546875},{"word":"payroll ","start":98.664060546875,"end":98.92769702148438},{"word":"professionals ","start":98.92769702148438,"end":99.01224243164063},{"word":"locally ","start":99.01224243164063,"end":99.55042431640625},{"word":"and ","start":99.55042431640625,"end":99.94133325195313},{"word":"across ","start":99.94133325195313,"end":100.03587890625},{"word":"Canada, ","start":100.03587890625,"end":100.43678784179687},{"word":"support ","start":100.43678784179687,"end":101.07042431640625},{"word":"with ","start":101.07042431640625,"end":101.50315161132812},{"word":"recruiting ","start":101.50315161132812,"end":101.714060546875},{"word":"payroll ","start":101.714060546875,"end":102.16769702148437},{"word":"professionals, ","start":102.16769702148437,"end":102.56860595703125},{"word":"and ","start":102.56860595703125,"end":103.28678784179688},{"word":"discounts ","start":103.28678784179688,"end":103.6349697265625},{"word":"in ","start":103.6349697265625,"end":104.08860595703125},{"word":"many ","start":104.08860595703125,"end":104.17315161132812},{"word":"retail ","start":104.17315161132812,"end":104.3949697265625},{"word":"stores ","start":104.3949697265625,"end":104.72224243164062},{"word":"and ","start":104.72224243164062,"end":105.00678784179688},{"word":"services ","start":105.00678784179688,"end":105.134060546875},{"word":"using ","start":105.134060546875,"end":106.03133325195313},{"word":"MembersPerks. 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","words":[{"word":"No. ","start":116.223005,"end":116.783},{"word":"I'm ","start":116.783,"end":117.18299999999999},{"word":"not ","start":117.18299999999999,"end":117.34299999999999},{"word":"sure ","start":117.34299999999999,"end":117.663},{"word":"that ","start":117.663,"end":117.903005},{"word":"they ","start":117.903005,"end":118.063},{"word":"want ","start":118.063,"end":118.383},{"word":"to. ","start":118.383,"end":118.543004}]},{"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":119.95163647460937,"end":120.20527270507813},{"word":"you ","start":120.20527270507813,"end":120.31072729492188},{"word":"for ","start":120.31072729492188,"end":120.4270908203125},{"word":"letting ","start":120.4270908203125,"end":120.6589091796875},{"word":"me ","start":120.6589091796875,"end":120.74345458984375},{"word":"know. 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","words":[{"word":"It ","start":130.643,"end":130.963},{"word":"is ","start":130.963,"end":131.283},{"word":"very ","start":131.283,"end":131.603},{"word":"difficult ","start":131.843,"end":132.243},{"word":"to ","start":132.243,"end":132.56301},{"word":"do ","start":132.56301,"end":133.043},{"word":"to ","start":133.123,"end":133.28301},{"word":"maintain ","start":133.28301,"end":133.763},{"word":"the ","start":133.763,"end":134.16300999999999},{"word":"the ","start":134.753,"end":135.073},{"word":"membership. ","start":135.073,"end":135.553}]},{"role":"agent","content":"Thank you for sharing that. Just so I understand, is it the ongoing requirements, like completing CPE hours or keeping up with the designation, that you find difficult?","words":[{"word":"Thank ","start":137.00854541015624,"end":137.21945458984376},{"word":"you ","start":137.21945458984376,"end":137.3249091796875},{"word":"for ","start":137.3249091796875,"end":137.4512727050781},{"word":"sharing ","start":137.4512727050781,"end":137.76854541015626},{"word":"that. 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","words":[{"word":"Yes. ","start":146.583,"end":146.983}]},{"role":"agent","content":"Thank you for clarifying.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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","words":[{"word":"Yes. ","start":182.97299999999998,"end":183.213}]},{"role":"agent","content":"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.","words":[{"word":"That's ","start":185.93463647460936,"end":186.19918188476564},{"word":"perfect.","start":186.19918188476564,"end":186.7900908203125},{"word":" I’ll ","start":186.83810986328126,"end":187.03901904296876},{"word":"update ","start":187.03901904296876,"end":187.3026552734375},{"word":"your ","start":187.3026552734375,"end":187.42992797851562},{"word":"preferences ","start":187.42992797851562,"end":187.93629174804687},{"word":"and ","start":187.93629174804687,"end":188.0626552734375},{"word":"send ","start":188.0626552734375,"end":188.23174609375},{"word":"you ","start":188.23174609375,"end":188.32629174804688},{"word":"the ","start":188.32629174804688,"end":188.41083715820312},{"word":"information ","start":188.41083715820312,"end":188.89629174804688},{"word":"in ","start":188.89629174804688,"end":189.00174609375},{"word":"an ","start":189.00174609375,"end":189.10810986328124},{"word":"email.","start":189.10810986328124,"end":189.62447338867187},{"word":"\n\nThank ","start":189.6646516113281,"end":189.875560546875},{"word":"you ","start":189.875560546875,"end":189.98101513671875},{"word":"for ","start":189.98101513671875,"end":190.09737890625},{"word":"speaking ","start":190.09737890625,"end":190.39283325195314},{"word":"with ","start":190.39283325195314,"end":190.56192431640625},{"word":"me ","start":190.56192431640625,"end":190.67737890625},{"word":"today. 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","words":[{"word":"Yes. ","start":4.023,"end":4.263}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. 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","start":49.663000000000004,"end":50.063}]},{"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":51.36663647460937,"end":51.64118188476562},{"word":"you. 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","words":[{"word":"Five. ","start":64.363,"end":64.76299999999999}]},{"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":65.96263647460937,"end":66.20536352539062},{"word":"you ","start":66.20536352539062,"end":66.33263647460937},{"word":"for ","start":66.33263647460937,"end":66.459},{"word":"your ","start":66.459,"end":66.59627270507812},{"word":"feedback.","start":66.59627270507812,"end":67.28263647460938},{"word":"\n\nNow, ","start":67.3145341796875,"end":67.51544311523438},{"word":"for ","start":67.51544311523438,"end":67.64180688476563},{"word":"statistical ","start":67.64180688476563,"end":68.19089770507813},{"word":"purposes ","start":68.19089770507813,"end":68.68726147460937},{"word":"only, ","start":68.68726147460937,"end":69.03544311523437},{"word":"could ","start":69.03544311523437,"end":69.203625},{"word":"you ","start":69.203625,"end":69.33089770507813},{"word":"please ","start":69.33089770507813,"end":69.65817041015625},{"word":"tell ","start":69.65817041015625,"end":69.85817041015625},{"word":"us ","start":69.85817041015625,"end":69.953625},{"word":"your ","start":69.953625,"end":70.10089770507813},{"word":"age ","start":70.10089770507813,"end":70.36544311523437},{"word":"range?","start":70.36544311523437,"end":70.9245341796875},{"word":"\nIs ","start":70.96723486328125,"end":71.07359838867187},{"word":"it ","start":71.07359838867187,"end":71.16814404296875},{"word":"18 ","start":71.16814404296875,"end":71.51632568359375},{"word":"to ","start":71.51632568359375,"end":71.58996215820312},{"word":"30?","start":71.58996215820312,"end":72.14996215820312},{"word":" 31 ","start":72.19610986328125,"end":72.481564453125},{"word":"to ","start":72.481564453125,"end":72.61883715820312},{"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":83.82763647460938,"end":84.11218188476562},{"word":"you.","start":84.11218188476562,"end":84.48127270507813},{"word":"\n\nWe’d ","start":84.5119091796875,"end":84.7019091796875},{"word":"love ","start":84.7019091796875,"end":84.8819091796875},{"word":"to ","start":84.8819091796875,"end":84.96554541015625},{"word":"see ","start":84.96554541015625,"end":85.12463647460937},{"word":"you ","start":85.12463647460937,"end":85.2400908203125},{"word":"gain ","start":85.2400908203125,"end":85.48281811523438},{"word":"your ","start":85.48281811523438,"end":85.6200908203125},{"word":"designation ","start":85.6200908203125,"end":86.13736352539063},{"word":"back ","start":86.13736352539063,"end":86.3800908203125},{"word":"and ","start":86.3800908203125,"end":86.50736352539063},{"word":"continue ","start":86.50736352539063,"end":86.91827270507812},{"word":"benefiting ","start":86.91827270507812,"end":87.3619091796875},{"word":"from ","start":87.3619091796875,"end":87.531},{"word":"our ","start":87.531,"end":87.66827270507812},{"word":"services.","start":87.66827270507812,"end":88.33281811523437},{"word":" As ","start":88.38315161132813,"end":88.63678784179687},{"word":"a ","start":88.63678784179687,"end":88.72133325195313},{"word":"member, ","start":88.72133325195313,"end":89.40769702148438},{"word":"you ","start":89.40769702148438,"end":89.5549697265625},{"word":"get ","start":89.5549697265625,"end":89.7449697265625},{"word":"unlimited ","start":89.7449697265625,"end":90.20951513671875},{"word":"help ","start":90.20951513671875,"end":90.494060546875},{"word":"with ","start":90.494060546875,"end":90.73678784179687},{"word":"complex ","start":90.73678784179687,"end":91.15951513671875},{"word":"payroll ","start":91.15951513671875,"end":91.49678784179687},{"word":"issues, ","start":91.49678784179687,"end":92.34133325195313},{"word":"constant ","start":92.34133325195313,"end":92.7849697265625},{"word":"updates ","start":92.7849697265625,"end":93.1749697265625},{"word":"on ","start":93.1749697265625,"end":93.30224243164062},{"word":"changes ","start":93.30224243164062,"end":93.67133325195313},{"word":"in ","start":93.67133325195313,"end":93.77678784179687},{"word":"payroll, ","start":93.77678784179687,"end":94.79042431640624},{"word":"preferred ","start":94.79042431640624,"end":95.244060546875},{"word":"member ","start":95.244060546875,"end":95.52860595703125},{"word":"rates ","start":95.52860595703125,"end":95.79315161132813},{"word":"for ","start":95.79315161132813,"end":95.94042431640625},{"word":"professional ","start":95.94042431640625,"end":96.384060546875},{"word":"development ","start":96.384060546875,"end":96.82678784179687},{"word":"seminars, ","start":96.82678784179687,"end":97.80860595703125},{"word":"networking ","start":97.80860595703125,"end":98.25224243164062},{"word":"with ","start":98.25224243164062,"end":98.41042431640625},{"word":"other ","start":98.41042431640625,"end":98.664060546875},{"word":"payroll ","start":98.664060546875,"end":98.92769702148438},{"word":"professionals ","start":98.92769702148438,"end":99.01224243164063},{"word":"locally ","start":99.01224243164063,"end":99.55042431640625},{"word":"and ","start":99.55042431640625,"end":99.94133325195313},{"word":"across ","start":99.94133325195313,"end":100.03587890625},{"word":"Canada, ","start":100.03587890625,"end":100.43678784179687},{"word":"support ","start":100.43678784179687,"end":101.07042431640625},{"word":"with ","start":101.07042431640625,"end":101.50315161132812},{"word":"recruiting ","start":101.50315161132812,"end":101.714060546875},{"word":"payroll ","start":101.714060546875,"end":102.16769702148437},{"word":"professionals, ","start":102.16769702148437,"end":102.56860595703125},{"word":"and ","start":102.56860595703125,"end":103.28678784179688},{"word":"discounts ","start":103.28678784179688,"end":103.6349697265625},{"word":"in ","start":103.6349697265625,"end":104.08860595703125},{"word":"many ","start":104.08860595703125,"end":104.17315161132812},{"word":"retail ","start":104.17315161132812,"end":104.3949697265625},{"word":"stores ","start":104.3949697265625,"end":104.72224243164062},{"word":"and ","start":104.72224243164062,"end":105.00678784179688},{"word":"services ","start":105.00678784179688,"end":105.134060546875},{"word":"using ","start":105.134060546875,"end":106.03133325195313},{"word":"MembersPerks. 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","words":[{"word":"No. ","start":116.223005,"end":116.783},{"word":"I'm ","start":116.783,"end":117.18299999999999},{"word":"not ","start":117.18299999999999,"end":117.34299999999999},{"word":"sure ","start":117.34299999999999,"end":117.663},{"word":"that ","start":117.663,"end":117.903005},{"word":"they ","start":117.903005,"end":118.063},{"word":"want ","start":118.063,"end":118.383},{"word":"to. ","start":118.383,"end":118.543004}]},{"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":119.95163647460937,"end":120.20527270507813},{"word":"you ","start":120.20527270507813,"end":120.31072729492188},{"word":"for ","start":120.31072729492188,"end":120.4270908203125},{"word":"letting ","start":120.4270908203125,"end":120.6589091796875},{"word":"me ","start":120.6589091796875,"end":120.74345458984375},{"word":"know. 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","words":[{"word":"It ","start":130.643,"end":130.963},{"word":"is ","start":130.963,"end":131.283},{"word":"very ","start":131.283,"end":131.603},{"word":"difficult ","start":131.843,"end":132.243},{"word":"to ","start":132.243,"end":132.56301},{"word":"do ","start":132.56301,"end":133.043},{"word":"to ","start":133.123,"end":133.28301},{"word":"maintain ","start":133.28301,"end":133.763},{"word":"the ","start":133.763,"end":134.16300999999999},{"word":"the ","start":134.753,"end":135.073},{"word":"membership. ","start":135.073,"end":135.553}]},{"role":"agent","content":"Thank you for sharing that. Just so I understand, is it the ongoing requirements, like completing CPE hours or keeping up with the designation, that you find difficult?","words":[{"word":"Thank ","start":137.00854541015624,"end":137.21945458984376},{"word":"you ","start":137.21945458984376,"end":137.3249091796875},{"word":"for ","start":137.3249091796875,"end":137.4512727050781},{"word":"sharing ","start":137.4512727050781,"end":137.76854541015626},{"word":"that. 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","words":[{"word":"Yes. ","start":146.583,"end":146.983}]},{"role":"agent","content":"Thank you for clarifying.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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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-30 16:54:48 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_b64752c3edc31226e0c7ad860ee","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":38,"agent_name":"NPI LN PRO","retell_llm_dynamic_variables":{"first_name":"Tri Ly","last_name":"","full_name":"Tri Ly ","contact_id":"33427","email":"tri@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"PRO","bloc_notes_ac":"2026 Feb 23 - Contact busy, callback scheduled for 2024-06-13 15:30\n2026 Feb 23 contact busy, callback scheduled for 2024-06-13 15:00\n2026 Feb 23 - Contact busy, callback scheduled for 12:48\n2026 Feb 23 - Contact clarified membership is active, answered survey questions.\n2026 Feb 23 contact clarified membership not expired, provided NPI ID 235670, declined survey questions\n2026 Feb 23 contact 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follow-up","number_of_passed_courses":"999","extension":"1234","province":"ON","toronto_current_time":"2026-04-30T16:51:24-04:00","called_by":"","cancel_date":"2023-05-01","corp_cancel_date":"2022-04-20","paid_thru":"2080-02-29","company_paid_thru":"","the_withdrawal_date":"2023-05-01","the_withdrawal_duration":"2 years and 11 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_b64752c3edc31226e0c7ad860ee","X-RetellAI-SipTraceId":"call_b64752c3edc31226e0c7ad860ee","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":""},"call_status":"ended","start_timestamp":1777582333472,"end_timestamp":1777582482029,"duration_ms":148557,"transcript":"Agent: Hello, may I please speak with Tri Ly?\nUser: It's me. \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. \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\nUser: I stay \nAgent: 1. Receiving help \nUser: in current with payroll. \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 \nUser: Four. \nAgent: satisfaction with your NPI membership experience?\nUser: Four \nAgent: Thank you. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to \nUser: I'm thirty two. \nAgent: Thank you for sharing that. Now, 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: I need to know more information. What do I need to do? \nAgent: Of course. Today is April 30, 2026, and your designation was withdrawn on May 1, 2023. So it has been 2 years and 11 months.\n\nYou are within the 3 years since your withdrawal date, so you can take the PCP Reinstatement Exam. This exam 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. The registration fee is $250 plus applicable taxes, and 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? Can I confirm that your email is tri@directobjective.ca?\nUser: Yes. That's right. \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.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Tri Ly?","words":[{"word":"Hello, ","start":0.999636474609375,"end":1.2950908203125},{"word":"may ","start":1.2950908203125,"end":1.422363525390625},{"word":"I ","start":1.422363525390625,"end":1.4850908203125},{"word":"please ","start":1.4850908203125,"end":1.654181884765625},{"word":"speak ","start":1.654181884765625,"end":1.823272705078125},{"word":"with ","start":1.823272705078125,"end":1.96054541015625},{"word":"Tri ","start":1.96054541015625,"end":2.15054541015625},{"word":"Ly?","start":2.15054541015625,"end":2.53054541015625}],"metadata":{"response_id":0}},{"role":"user","content":"It's me. ","words":[{"word":"It's ","start":3.7029998,"end":4.183},{"word":"me. ","start":4.183,"end":4.3429997}]},{"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":5.33745458984375,"end":5.90745458984375},{"word":"My ","start":5.95860986328125,"end":6.085882568359375},{"word":"name ","start":6.085882568359375,"end":6.21224609375},{"word":"is ","start":6.21224609375,"end":6.32860986328125},{"word":"Ellen, ","start":6.32860986328125,"end":6.624064453125},{"word":"and ","start":6.624064453125,"end":6.750427978515625},{"word":"I’m ","start":6.750427978515625,"end":6.88770068359375},{"word":"calling ","start":6.88770068359375,"end":7.151337158203125},{"word":"on ","start":7.151337158203125,"end":7.256791748046875},{"word":"behalf ","start":7.256791748046875,"end":7.521337158203125},{"word":"of ","start":7.521337158203125,"end":7.605882568359375},{"word":"the ","start":7.605882568359375,"end":7.700427978515625},{"word":"National ","start":7.700427978515625,"end":8.03860986328125},{"word":"Payroll ","start":8.03860986328125,"end":8.354973388671874},{"word":"Institute, ","start":8.354973388671874,"end":8.851337158203124},{"word":"NPI. 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","words":[{"word":"Sure. ","start":17.673,"end":17.993}]},{"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","words":[{"word":"Perfect, ","start":19.15045458984375,"end":19.53045458984375},{"word":"now ","start":19.53045458984375,"end":19.656818115234376},{"word":"let’s ","start":19.656818115234376,"end":19.836818115234376},{"word":"begin ","start":19.836818115234376,"end":20.036818115234375},{"word":"with ","start":20.036818115234375,"end":20.1640908203125},{"word":"the ","start":20.1640908203125,"end":20.248636474609373},{"word":"first ","start":20.248636474609373,"end":20.46954541015625},{"word":"question. 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","start":28.783,"end":29.183}]},{"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 ","words":[{"word":"Thank ","start":31.104636474609375,"end":31.379181884765625},{"word":"you. 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","words":[{"word":"Four. ","start":37.86300000000001,"end":38.183}]},{"role":"agent","content":"satisfaction with your NPI membership experience?","words":[{"word":"satisfaction ","start":37.53392041015625,"end":38.199375},{"word":"with ","start":38.199375,"end":38.3684658203125},{"word":"your ","start":38.3684658203125,"end":38.526647705078126},{"word":"NPI ","start":38.526647705078126,"end":38.89573852539063},{"word":"membership ","start":38.89573852539063,"end":39.29664770507812},{"word":"experience?","start":39.29664770507812,"end":40.0884658203125}],"metadata":{"response_id":4}},{"role":"user","content":"Four ","words":[{"word":"Four ","start":40.643,"end":40.963002}]},{"role":"agent","content":"Thank you. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to ","words":[{"word":"Thank ","start":42.46063647460937,"end":42.7560908203125},{"word":"you. 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","words":[{"word":"It's ","start":3.7029998,"end":4.183},{"word":"me. ","start":4.183,"end":4.3429997}]},{"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":5.33745458984375,"end":5.90745458984375},{"word":"My ","start":5.95860986328125,"end":6.085882568359375},{"word":"name ","start":6.085882568359375,"end":6.21224609375},{"word":"is ","start":6.21224609375,"end":6.32860986328125},{"word":"Ellen, ","start":6.32860986328125,"end":6.624064453125},{"word":"and ","start":6.624064453125,"end":6.750427978515625},{"word":"I’m ","start":6.750427978515625,"end":6.88770068359375},{"word":"calling ","start":6.88770068359375,"end":7.151337158203125},{"word":"on ","start":7.151337158203125,"end":7.256791748046875},{"word":"behalf ","start":7.256791748046875,"end":7.521337158203125},{"word":"of ","start":7.521337158203125,"end":7.605882568359375},{"word":"the ","start":7.605882568359375,"end":7.700427978515625},{"word":"National ","start":7.700427978515625,"end":8.03860986328125},{"word":"Payroll ","start":8.03860986328125,"end":8.354973388671874},{"word":"Institute, ","start":8.354973388671874,"end":8.851337158203124},{"word":"NPI. 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","words":[{"word":"Sure. ","start":17.673,"end":17.993}]},{"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","words":[{"word":"Perfect, ","start":19.15045458984375,"end":19.53045458984375},{"word":"now ","start":19.53045458984375,"end":19.656818115234376},{"word":"let’s ","start":19.656818115234376,"end":19.836818115234376},{"word":"begin ","start":19.836818115234376,"end":20.036818115234375},{"word":"with ","start":20.036818115234375,"end":20.1640908203125},{"word":"the ","start":20.1640908203125,"end":20.248636474609373},{"word":"first ","start":20.248636474609373,"end":20.46954541015625},{"word":"question. 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","words":[{"word":"Four. ","start":37.86300000000001,"end":38.183}]},{"role":"agent","content":"satisfaction with your NPI membership experience?","words":[{"word":"satisfaction ","start":37.53392041015625,"end":38.199375},{"word":"with ","start":38.199375,"end":38.3684658203125},{"word":"your ","start":38.3684658203125,"end":38.526647705078126},{"word":"NPI ","start":38.526647705078126,"end":38.89573852539063},{"word":"membership ","start":38.89573852539063,"end":39.29664770507812},{"word":"experience?","start":39.29664770507812,"end":40.0884658203125}],"metadata":{"response_id":4}},{"role":"user","content":"Four ","words":[{"word":"Four ","start":40.643,"end":40.963002}]},{"role":"agent","content":"Thank you. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to ","words":[{"word":"Thank ","start":42.46063647460937,"end":42.7560908203125},{"word":"you. 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","words":[{"word":"I'm ","start":47.333000000000006,"end":47.733000000000004},{"word":"thirty ","start":47.733000000000004,"end":48.133},{"word":"two. ","start":48.133,"end":48.293000000000006}]},{"role":"agent","content":"Thank you for sharing that. Now, 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?","words":[{"word":"Thank ","start":49.90063647460938,"end":50.12245458984375},{"word":"you ","start":50.12245458984375,"end":50.2279091796875},{"word":"for ","start":50.2279091796875,"end":50.344272705078126},{"word":"sharing ","start":50.344272705078126,"end":50.6079091796875},{"word":"that. 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","words":[{"word":"I ","start":77.633,"end":78.113},{"word":"need ","start":78.113,"end":78.43299999999999},{"word":"to ","start":78.43299999999999,"end":78.51299999999999},{"word":"know ","start":78.51299999999999,"end":78.753},{"word":"more ","start":78.753,"end":78.993},{"word":"information. ","start":78.993,"end":79.79299999999999},{"word":"What ","start":79.79299999999999,"end":80.033},{"word":"do ","start":80.033,"end":80.273},{"word":"I ","start":80.273,"end":80.353},{"word":"need ","start":80.353,"end":80.51299999999999},{"word":"to ","start":80.51299999999999,"end":80.59299999999999},{"word":"do? ","start":80.59299999999999,"end":80.753}]},{"role":"agent","content":"Of course. Today is April 30, 2026, and your designation was withdrawn on May 1, 2023. So it has been 2 years and 11 months.\n\nYou are within the 3 years since your withdrawal date, so you can take the PCP Reinstatement Exam. 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The agent used the phrase 'for statistical purposes', sent the email with a link, and gave the approved closing sentence.","Debug Analytical Variables":"Call Flow Completion Rate is 100% because the official opening was delivered after identity confirmation, all five survey questions were asked in order, a valid outcome (intention to renew and email sent) was assigned, and the approved closing was spoken. Official Opening Gate Accuracy is 100% as the opening was only spoken after confirming the contact's identity and not to a gatekeeper. Survey Order Integrity Score is 100% because the questions were asked in the correct sequence without any order violations. Skip Logic Accuracy is 100% since the renewal email was sent after the contact requested information, and the call flow followed the correct branching logic. Verbatim Survey Compliance is 90% due to high phrase similarity in questions, including the mandatory phrase 'for statistical purposes' in the age question. Mandatory Phrase Detection is Yes because all required phrases were present, including the approved closing and the statement about sending an email with a link.","IVR_detector":"No","call_sequence":"5 questions asked","Concern-Question":"","called_by":"","Withdrawal date":"2023-05-01"}},"data_storage_setting":"everything","llm_token_usage":{"values":[9053,9055,9056,10168,10114,10309,10216,10212,10135,10375,10746,10749,10749,11754],"average":10192.214285714286,"num_requests":14},"tool_calls":[{"tool_call_id":"b89c8b317f2a4b39","name":"send_application_form","type":"custom","start_time_sec":130.744,"latency_ms":1312.9999999999882,"success":true}],"from_number":"+14375242727","to_number":"+12899399288","direction":"outbound"},"event_timestamp":1777582489302} ---------------------------------------- EVENT: call_analyzed CONTACT ID: 33427 CALL ID: call_b64752c3edc31226e0c7ad860ee EMAIL2 (collected): NULL FIELD 310 → HTTP 200 {"contacts":[{"cdate":"2025-04-01T10:23:09-05:00","email":"tri@directobjective.ca","phone":"2899399288","firstName":"Tri Ly","lastName":"","orgid":"7500","orgname":"Direct Objective Consulting","segmentio_id":"","bounced_hard":"0","bounced_soft":"0","bounced_date":"2026-01-28","ip":"1676189302","ua":"okhttp\/5.3.2","hash":"81cdf740c8dd5c6f5121c23f4d36a866","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"150","rating_tstamp":"2026-04-30","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-30T15:54:20-05:00","udate":"2026-04-30T15:54:49-05:00","edate":"2026-04-30T15:52:09-05:00","deleted_at":null,"created_utc_timestamp":"2025-04-01 10:23:09","updated_utc_timestamp":"2026-04-30 15:54:49","created_timestamp":"2025-04-01 10:23:09","updated_timestamp":"2026-04-30 15:54:49","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":null,"last_open_date":"2026-04-30 12:27:34","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":null,"whatsapp_username":null,"links":{"bounceLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/bounceLogs","contactAutomations":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/contactAutomations?limit=2500&orders%5Blastdate%5D=DESC","contactData":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/contactData","contactGoals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/contactGoals","contactLists":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/contactLists","contactLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/contactLogs","contactTags":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/contactTags","contactDeals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/contactDeals","deals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/deals","fieldValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/fieldValues","geoIps":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/geoIps","notes":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/notes","organization":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/organization","plusAppend":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/plusAppend","trackingLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/trackingLogs","scoreValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/scoreValues","accountContacts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/accountContacts","automationEntryCounts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/33427\/automationEntryCounts"},"id":"33427","organization":"7500"}],"fieldValue":{"contact":"33427","field":"310","value":"The agent contacted Tri Ly regarding their lapsed Professional membership with the National Payroll Institute. Tri Ly expressed interest in renewing and requested more information, which the agent provided, including details about the PCP Reinstatement Exam. An email with the application form and detailed procedure was sent to Tri Ly's confirmed email address.","cdate":"2026-01-20T12:11:14-06:00","udate":"2026-04-30T15:54:49-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/972193\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/972193\/field"},"owner":"33427","id":"972193"}} FIELD 311 → HTTP 200 {"contacts":[{"cdate":"2025-04-01T10:23:09-05:00","email":"tri@directobjective.ca","phone":"2899399288","firstName":"Tri Ly","lastName":"","orgid":"7500","orgname":"Direct Objective 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sent - NPI# 33427\n2026 Apr 13 contact was busy and refused further calls\n2026 Apr 13 call started, agent reached Tri Ly, first question asked, call ended early\n2026 Apr 13 contact wants to renew and sent the email - NPI# not provided\n2026 Apr 13 contact confirmed identity, answered survey, interested in renewal, asked about reinstatement procedure, membership withdrawal date April 20, 2022 confirmed\n2026 Apr 13 contact answered, interested in reinstatement procedure, email to be sent\n2026 Apr 13 contact answered, interested in reinstatement procedure, no NPI ID provided\n2026 Apr 14 contact interested in reinstatement, email sent with procedure - NPI# 33427\n2026 Apr 14 contact interested in reinstatement, sent email with procedure - NPI# not provided\n2026 Apr 14 contact interested in reinstatement, email sent - NPI# not provided\n2026 Apr 14 contact answered and asked about reinstatement procedure - NPI# not provided\n2026 Apr 14 contact confirmed active membership and provided NPI ID l b zero zero b, call forwarded for follow-up\n2026 Apr 14 contact claims active membership and provided NPI ID l b zero zero b, case forwarded for follow-up\n2026 Apr 14 contact claims active membership and provided NPI ID lb00b, issue forwarded for follow-up\n2026 Apr 30 contact interested in renewal, requested information, email sent - NPI# not provided","cdate":"2025-04-01T10:23:10-05:00","udate":"2026-04-30T15:54:50-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/340904\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/340904\/field"},"owner":"33427","id":"340904"}} FIELD 52 → HTTP 200 {"contacts":[{"cdate":"2025-04-01T10:23:09-05:00","email":"tri@directobjective.ca","phone":"2899399288","firstName":"Tri Ly","lastName":"","orgid":"7500","orgname":"Direct Objective 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FIELD 66 → HTTP 200 {"contacts":[{"cdate":"2025-04-01T10:23:09-05:00","email":"tri@directobjective.ca","phone":"2899399288","firstName":"Tri Ly","lastName":"","orgid":"7500","orgname":"Direct Objective Consulting","segmentio_id":"","bounced_hard":"0","bounced_soft":"0","bounced_date":"2026-01-28","ip":"1676189302","ua":"okhttp\/5.3.2","hash":"81cdf740c8dd5c6f5121c23f4d36a866","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"150","rating_tstamp":"2026-04-30","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-04-30T15:54:20-05:00","udate":"2026-04-30T15:54:51-05:00","edate":"2026-04-30T15:52:09-05:00","deleted_at":null,"created_utc_timestamp":"2025-04-01 10:23:09","updated_utc_timestamp":"2026-04-30 15:54:51","created_timestamp":"2025-04-01 10:23:09","updated_timestamp":"2026-04-30 15:54:51","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":null,"last_open_date":"2026-04-30 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======================================== ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-30 17:02:04 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_1377412a76973f945131512b22c","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":39,"agent_name":"NPI LN PRO","retell_llm_dynamic_variables":{"first_name":"Tri Ly","last_name":"","full_name":"Tri Ly ","contact_id":"33427","email":"tri@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"PRO","bloc_notes_ac":"2026 Feb 23 - Contact busy, callback scheduled for 2024-06-13 15:30\n2026 Feb 23 contact busy, callback scheduled for 2024-06-13 15:00\n2026 Feb 23 - Contact busy, callback scheduled for 12:48\n2026 Feb 23 - Contact clarified membership is active, answered survey questions.\n2026 Feb 23 contact clarified membership not expired, provided NPI ID 235670, declined survey questions\n2026 Feb 23 contact 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I'm calling today as we noticed that your Professional membership recently lapsed, and \nUser: Sure. \nAgent: we want to ask a few questions about your membership experience, if \nUser: Sure. Sure. Sure. \nAgent: Thank you. Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National \nUser: Pay in current with payroll. \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: Four. \nAgent: Thank you. 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: I'm thirty two. \nAgent: Thank you for sharing that. \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: Need to know more information. What do I need to do? \nAgent: Of course. Since your designation was withdrawn on May 1, 2023, and today is April 30, 2026, it has been 2 years and 11 months. You are within the 3 years since your withdrawal date, so you can pass the PCP Reinstatement Exam with a minimum grade of 65% and then you can reinstate your designation.\n\nI am noticing that you have less than 6 months to reinstate your designation. While it might be sufficient time, I would recommend to contact first our Professional Standards team at Credentialing at payroll dot C A and indicate that you would like to reinstate your designation and you intend to do the PCP Reinstatement Exam and you would appreciate it if they can extend your time to complete the exam. You have three months from your registration date to successfully complete the PCP Reinstatement Exam.\n\nWould it be OK if I send you an email with the detailed procedure to reinstate your designation and a link to the PCP Reinstatement Exam registration form? May I confirm that your email address is tri at directobjective dot C A?\nUser: Yes. That's right. \nAgent: Thank you for confirming. I sent you an email with the detailed procedure to reinstate your designation 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: Yeah. Bye bye. \nAgent: Thank you for your time. Goodbye.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Tri Ly?","words":[{"word":"Hello, ","start":1.105363525390625,"end":1.3580908203125},{"word":"may ","start":1.3580908203125,"end":1.485363525390625},{"word":"I ","start":1.485363525390625,"end":1.559},{"word":"please ","start":1.559,"end":1.749},{"word":"speak ","start":1.749,"end":1.970818115234375},{"word":"with ","start":1.970818115234375,"end":2.139},{"word":"Tri ","start":2.139,"end":2.371727294921875},{"word":"Ly?","start":2.371727294921875,"end":2.80445458984375}],"metadata":{"response_id":0}},{"role":"user","content":"Yes, ma'am. ","words":[{"word":"Yes, ","start":3.86,"end":4.26},{"word":"ma'am. ","start":4.26,"end":4.5}]},{"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 ","words":[{"word":"Hi.","start":6.71345458984375,"end":7.325272705078125},{"word":"My ","start":7.404818115234375,"end":7.511181884765625},{"word":"name ","start":7.511181884765625,"end":7.65845458984375},{"word":"is ","start":7.65845458984375,"end":7.774818115234375},{"word":"Ellen, ","start":7.774818115234375,"end":8.123},{"word":"and ","start":8.123,"end":8.281181884765624},{"word":"I’m ","start":8.281181884765624,"end":8.429363525390626},{"word":"calling ","start":8.429363525390626,"end":8.7139091796875},{"word":"on ","start":8.7139091796875,"end":8.819363525390624},{"word":"behalf ","start":8.819363525390624,"end":9.0939091796875},{"word":"of ","start":9.0939091796875,"end":9.199363525390625},{"word":"the ","start":9.199363525390625,"end":9.304818115234376},{"word":"National ","start":9.304818115234376,"end":9.674818115234375},{"word":"Payroll ","start":9.674818115234375,"end":10.0120908203125},{"word":"Institute, ","start":10.0120908203125,"end":10.6139091796875},{"word":"NPI. 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","words":[{"word":"Sure. 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Sure. Sure. ","words":[{"word":"Sure. ","start":17.56,"end":18.04},{"word":"Sure. ","start":18.04,"end":18.28},{"word":"Sure. ","start":18.28,"end":18.52}]},{"role":"agent","content":"Thank you. Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National ","words":[{"word":"Thank ","start":19.638636474609374,"end":19.976818115234376},{"word":"you.","start":19.976818115234376,"end":20.366818115234373},{"word":" Perfect, ","start":20.3904091796875,"end":20.823136474609374},{"word":"now ","start":20.823136474609374,"end":20.991318115234375},{"word":"let’s ","start":20.991318115234375,"end":21.192227294921874},{"word":"begin ","start":21.192227294921874,"end":21.403136474609376},{"word":"with ","start":21.403136474609376,"end":21.5295},{"word":"the ","start":21.5295,"end":21.62495458984375},{"word":"first ","start":21.62495458984375,"end":21.835863525390625},{"word":"question. 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","words":[{"word":"Pay ","start":25.18,"end":25.66},{"word":"in ","start":25.66,"end":26.299999},{"word":"current ","start":26.46,"end":26.94},{"word":"with ","start":26.94,"end":27.34},{"word":"payroll. ","start":27.34,"end":27.82}]},{"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":29.594636474609374,"end":29.848272705078124},{"word":"you. 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","words":[{"word":"Four. ","start":40.830000000000005,"end":41.31}]},{"role":"agent","content":"Thank you. 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":42.42763647460937,"end":42.7549091796875},{"word":"you. 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Goodbye.","words":[{"word":"Thank ","start":164.60863647460937,"end":164.82954541015624},{"word":"you ","start":164.82954541015624,"end":164.9359091796875},{"word":"for ","start":164.9359091796875,"end":165.06227270507813},{"word":"your ","start":165.06227270507813,"end":165.18863647460938},{"word":"time. 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I'm calling today as we noticed that your Professional membership recently lapsed, and ","words":[{"word":"Hi.","start":6.71345458984375,"end":7.325272705078125},{"word":"My ","start":7.404818115234375,"end":7.511181884765625},{"word":"name ","start":7.511181884765625,"end":7.65845458984375},{"word":"is ","start":7.65845458984375,"end":7.774818115234375},{"word":"Ellen, ","start":7.774818115234375,"end":8.123},{"word":"and ","start":8.123,"end":8.281181884765624},{"word":"I’m ","start":8.281181884765624,"end":8.429363525390626},{"word":"calling ","start":8.429363525390626,"end":8.7139091796875},{"word":"on ","start":8.7139091796875,"end":8.819363525390624},{"word":"behalf ","start":8.819363525390624,"end":9.0939091796875},{"word":"of ","start":9.0939091796875,"end":9.199363525390625},{"word":"the ","start":9.199363525390625,"end":9.304818115234376},{"word":"National ","start":9.304818115234376,"end":9.674818115234375},{"word":"Payroll ","start":9.674818115234375,"end":10.0120908203125},{"word":"Institute, ","start":10.0120908203125,"end":10.6139091796875},{"word":"NPI. 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","words":[{"word":"Sure. 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Sure. Sure. ","words":[{"word":"Sure. ","start":17.56,"end":18.04},{"word":"Sure. ","start":18.04,"end":18.28},{"word":"Sure. ","start":18.28,"end":18.52}]},{"role":"agent","content":"Thank you. Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National ","words":[{"word":"Thank ","start":19.638636474609374,"end":19.976818115234376},{"word":"you.","start":19.976818115234376,"end":20.366818115234373},{"word":" Perfect, ","start":20.3904091796875,"end":20.823136474609374},{"word":"now ","start":20.823136474609374,"end":20.991318115234375},{"word":"let’s ","start":20.991318115234375,"end":21.192227294921874},{"word":"begin ","start":21.192227294921874,"end":21.403136474609376},{"word":"with ","start":21.403136474609376,"end":21.5295},{"word":"the ","start":21.5295,"end":21.62495458984375},{"word":"first ","start":21.62495458984375,"end":21.835863525390625},{"word":"question. 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","words":[{"word":"Pay ","start":25.18,"end":25.66},{"word":"in ","start":25.66,"end":26.299999},{"word":"current ","start":26.46,"end":26.94},{"word":"with ","start":26.94,"end":27.34},{"word":"payroll. ","start":27.34,"end":27.82}]},{"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":29.594636474609374,"end":29.848272705078124},{"word":"you. 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","words":[{"word":"Four. ","start":40.830000000000005,"end":41.31}]},{"role":"agent","content":"Thank you. 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":42.42763647460937,"end":42.7549091796875},{"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":55.62454541015625,"end":55.85636352539063},{"word":"you ","start":55.85636352539063,"end":55.972727294921874},{"word":"for ","start":55.972727294921874,"end":56.11},{"word":"sharing ","start":56.11,"end":56.4690908203125},{"word":"that. 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