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📞 Retell Post-Call Webhook
🕒 2026-05-01 09:24:41
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RAW:
{"event":"call_analyzed","call":{"call_id":"call_89d64ef72e45ffdea4e75370efb","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":39,"agent_name":"NPI LN PRO","retell_llm_dynamic_variables":{"first_name":"Valerie","last_name":"Ajayi","full_name":"Valerie Ajayi","contact_id":"30542","email":"valerieaj@directobjective.ca","orgname":"","member_type":"PRO","bloc_notes_ac":"2026 Apr 30 Attempted to reach Valerie but no answer.","number_of_passed_courses":"","extension":"","province":"","toronto_current_time":"2026-05-01T09:20:06-04:00","called_by":"","cancel_date":"2026-04-07","corp_cancel_date":"","paid_thru":"","company_paid_thru":"","the_withdrawal_date":"2026-04-07","the_withdrawal_duration":"24 days"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_89d64ef72e45ffdea4e75370efb","X-RetellAI-SipTraceId":"call_89d64ef72e45ffdea4e75370efb","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.121;lr>"},"call_status":"ended","start_timestamp":1777641678274,"end_timestamp":1777641874812,"duration_ms":196538,"transcript":"Agent: Hello, may I please speak with Valerie?\nUser: Okay. \nAgent: Hello, am I speaking with Valerie?\nUser: Yes. You are. \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: That is okay. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: Check. \nAgent: Just to clarify, could you please let me know which one of the six options best describes your initial reason for joining? Would you like me to repeat the choices?\nUser: No. Six. \nAgent: Thank you. I’ve recorded “Advancing your payroll career.”\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: Q. \nAgent: Just to clarify, are you asking a question about the satisfaction rating, or would you prefer not to answer this question?\nUser: It doesn't answer. \nAgent: No problem. I’ll mark that as “prefer not to answer.”\n\nNow, for statistical purposes only, could you please tell us your age range?\nIs it 18 to \nUser: No. \nAgent: 30? 31 \nUser: I don't. \nAgent: Thank you for letting me know. I’ll mark that as “preferred not to say.”\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: Sure. Okay. \nAgent: Thank you for your interest in renewing. Is it OK if I send you an email with the procedure to renew your membership and reinstate your designation? The email I have on record is valerieaj@directobjective.ca. Is this still the best email address to reach you?\nUser: No. It is not. \nAgent: Could you please provide the best email address to reach you?Could you please provide the best email address to reach you?\nUser: It's valerie at direct objective dot c a. \nAgent: Just to confirm, that’s valerie at direct objective dot C A, correct?\nUser: Correct. \nAgent: Thank you for confirming your email address. I’ve sent you an email with the detailed procedure to renew your membership and reinstate your designation. Once you receive the email, please complete the form and submit it.\n\nThank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Valerie?","words":[{"word":"Hello, ","start":1.14154541015625,"end":1.553363525390625},{"word":"may ","start":1.553363525390625,"end":1.753363525390625},{"word":"I ","start":1.753363525390625,"end":1.848818115234375},{"word":"please ","start":1.848818115234375,"end":2.09154541015625},{"word":"speak ","start":2.09154541015625,"end":2.323363525390625},{"word":"with ","start":2.323363525390625,"end":2.47154541015625},{"word":"Valerie?","start":2.47154541015625,"end":3.1260908203125}],"metadata":{"response_id":0}},{"role":"user","content":"Okay. ","words":[{"word":"Okay. ","start":9.641,"end":9.961001000000001}]},{"role":"agent","content":"Hello, am I speaking with Valerie?","words":[{"word":"Hello, ","start":12.27845458984375,"end":12.5739091796875},{"word":"am ","start":12.5739091796875,"end":12.7220908203125},{"word":"I ","start":12.7220908203125,"end":12.795727294921875},{"word":"speaking ","start":12.795727294921875,"end":13.1020908203125},{"word":"with ","start":13.1020908203125,"end":13.260272705078124},{"word":"Valerie?","start":13.260272705078124,"end":13.8620908203125}],"metadata":{"response_id":1}},{"role":"user","content":"Yes. You are. ","words":[{"word":"Yes. ","start":14.841000000000001,"end":15.160999},{"word":"You ","start":15.160999,"end":15.401000000000002},{"word":"are. ","start":15.401000000000002,"end":15.641}]},{"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":16.55145458984375,"end":17.0369091796875},{"word":"My ","start":17.089276611328124,"end":17.20564013671875},{"word":"name ","start":17.20564013671875,"end":17.363822021484374},{"word":"is ","start":17.363822021484374,"end":17.469276611328127},{"word":"Ellen, ","start":17.469276611328127,"end":17.77564013671875},{"word":"and ","start":17.77564013671875,"end":17.90200390625},{"word":"I’m ","start":17.90200390625,"end":18.018367431640623},{"word":"calling ","start":18.018367431640623,"end":18.28200390625},{"word":"on ","start":18.28200390625,"end":18.387458251953124},{"word":"behalf ","start":18.387458251953124,"end":18.73654931640625},{"word":"of ","start":18.73654931640625,"end":18.84200390625},{"word":"the ","start":18.84200390625,"end":18.93654931640625},{"word":"National ","start":18.93654931640625,"end":19.252912841796874},{"word":"Payroll ","start":19.252912841796874,"end":19.580185546875},{"word":"Institute, ","start":19.580185546875,"end":20.04473095703125},{"word":"NPI. 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","start":56.851,"end":57.171}]},{"role":"agent","content":"Just to clarify, could you please let me know which one of the six options best describes your initial reason for joining? Would you like me to repeat the choices?","words":[{"word":"Just ","start":60.64845458984375,"end":60.9020908203125},{"word":"to ","start":60.9020908203125,"end":60.975727294921874},{"word":"clarify, ","start":60.975727294921874,"end":61.524818115234375},{"word":"could ","start":61.524818115234375,"end":61.693},{"word":"you ","start":61.693,"end":61.799363525390625},{"word":"please ","start":61.799363525390625,"end":62.01027270507812},{"word":"let ","start":62.01027270507812,"end":62.14754541015625},{"word":"me ","start":62.14754541015625,"end":62.2420908203125},{"word":"know ","start":62.2420908203125,"end":62.52754541015625},{"word":"which ","start":62.52754541015625,"end":62.79118188476563},{"word":"one ","start":62.79118188476563,"end":62.92845458984375},{"word":"of ","start":62.92845458984375,"end":63.013},{"word":"the ","start":63.013,"end":63.11845458984375},{"word":"six ","start":63.11845458984375,"end":63.3820908203125},{"word":"options ","start":63.3820908203125,"end":63.825727294921876},{"word":"best ","start":63.825727294921876,"end":64.07845458984374},{"word":"describes ","start":64.07845458984374,"end":64.50118188476563},{"word":"your ","start":64.50118188476563,"end":64.65936352539063},{"word":"initial ","start":64.65936352539063,"end":64.99663647460937},{"word":"reason ","start":64.99663647460937,"end":65.3239091796875},{"word":"for ","start":65.3239091796875,"end":65.4720908203125},{"word":"joining? 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I’ve recorded “Advancing your payroll career.”\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":71.21572729492188,"end":71.543},{"word":"you. 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","words":[{"word":"Q. 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","words":[{"word":"It ","start":93.161,"end":93.481},{"word":"doesn't ","start":93.481,"end":93.881},{"word":"answer. ","start":93.881,"end":94.281}]},{"role":"agent","content":"No problem. I’ll mark that as “prefer not to answer.”\n\nNow, for statistical purposes only, could you please tell us your age range?\nIs it 18 to ","words":[{"word":"No ","start":95.672,"end":95.8510908203125},{"word":"problem. 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","words":[{"word":"I ","start":103.411,"end":103.651},{"word":"don't. ","start":103.651,"end":104.051}]},{"role":"agent","content":"Thank you for letting me know. I’ll mark that as “preferred not to say.”\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?","words":[{"word":"Thank ","start":106.12663647460937,"end":106.35936352539062},{"word":"you ","start":106.35936352539062,"end":106.46481811523438},{"word":"for ","start":106.46481811523438,"end":106.58027270507813},{"word":"letting ","start":106.58027270507813,"end":106.8239091796875},{"word":"me ","start":106.8239091796875,"end":106.90754541015625},{"word":"know. 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","start":131.27929541015624,"end":131.63747729492187},{"word":"Would ","start":132.64032568359374,"end":132.86214404296874},{"word":"you ","start":132.86214404296874,"end":132.97850756835936},{"word":"be ","start":132.97850756835936,"end":133.07305297851562},{"word":"open ","start":133.07305297851562,"end":133.336689453125},{"word":"to ","start":133.336689453125,"end":133.45305297851561},{"word":"renewing ","start":133.45305297851561,"end":133.76941674804686},{"word":"your ","start":133.76941674804686,"end":133.8857802734375},{"word":"membership ","start":133.8857802734375,"end":134.29759838867187},{"word":"today?","start":134.29759838867187,"end":134.77214404296876}],"metadata":{"response_id":8}},{"role":"user","content":"Sure. Okay. ","words":[{"word":"Sure. ","start":136.891,"end":137.29099},{"word":"Okay. ","start":137.29099,"end":137.53099999999998}]},{"role":"agent","content":"Thank you for your interest in renewing. Is it OK if I send you an email with the procedure to renew your membership and reinstate your designation? The email I have on record is valerieaj@directobjective.ca. Is this still the best email address to reach you?","words":[{"word":"Thank ","start":139.0586364746094,"end":139.30136352539063},{"word":"you ","start":139.30136352539063,"end":139.41681811523438},{"word":"for ","start":139.41681811523438,"end":139.5440908203125},{"word":"your ","start":139.5440908203125,"end":139.70227270507812},{"word":"interest ","start":139.70227270507812,"end":140.03954541015625},{"word":"in ","start":140.03954541015625,"end":140.19863647460937},{"word":"renewing. 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","start":147.29659838867187,"end":147.88750756835938},{"word":"Is ","start":149.49044311523437,"end":149.6177158203125},{"word":"this ","start":149.6177158203125,"end":149.73317041015625},{"word":"still ","start":149.73317041015625,"end":149.95498852539063},{"word":"the ","start":149.95498852539063,"end":150.0395341796875},{"word":"best ","start":150.0395341796875,"end":150.24044311523437},{"word":"email ","start":150.24044311523437,"end":150.51498852539063},{"word":"address ","start":150.51498852539063,"end":150.7995341796875},{"word":"to ","start":150.7995341796875,"end":150.91589770507812},{"word":"reach ","start":150.91589770507812,"end":151.1158977050781},{"word":"you?","start":151.1158977050781,"end":151.47498852539061}],"metadata":{"response_id":9}},{"role":"user","content":"No. It is not. ","words":[{"word":"No. ","start":152.49099999999999,"end":152.891},{"word":"It ","start":152.891,"end":153.051},{"word":"is ","start":153.051,"end":153.21099999999998},{"word":"not. ","start":153.21099999999998,"end":153.37099999999998}]},{"role":"agent","content":"Could you please provide the best email address to reach you?Could you please provide the best email address to reach you?","words":[{"word":"Could ","start":154.62363647460938,"end":154.80363647460936},{"word":"you ","start":154.80363647460936,"end":154.89818188476562},{"word":"please ","start":154.89818188476562,"end":155.12},{"word":"provide ","start":155.12,"end":155.39454541015624},{"word":"the ","start":155.39454541015624,"end":155.4790908203125},{"word":"best ","start":155.4790908203125,"end":155.7109091796875},{"word":"email ","start":155.7109091796875,"end":155.96454541015626},{"word":"address ","start":155.96454541015626,"end":156.2390908203125},{"word":"to ","start":156.2390908203125,"end":156.34454541015626},{"word":"reach ","start":156.34454541015626,"end":156.5663635253906},{"word":"you?","start":156.5663635253906,"end":156.91454541015625},{"word":"Could ","start":156.9932197265625,"end":157.1732197265625},{"word":"you ","start":157.1732197265625,"end":157.26776513671874},{"word":"please ","start":157.26776513671874,"end":157.50049243164062},{"word":"provide ","start":157.50049243164062,"end":157.7532197265625},{"word":"the ","start":157.7532197265625,"end":157.84867431640626},{"word":"best ","start":157.84867431640626,"end":158.09140161132814},{"word":"email ","start":158.09140161132814,"end":158.39685595703125},{"word":"address ","start":158.39685595703125,"end":158.7032197265625},{"word":"to ","start":158.7032197265625,"end":158.80867431640624},{"word":"reach ","start":158.80867431640624,"end":158.99867431640624},{"word":"you?","start":158.99867431640624,"end":159.32594702148438}],"metadata":{"response_id":10}},{"role":"user","content":"It's valerie at direct objective dot c a. ","words":[{"word":"It's ","start":161.791,"end":162.511},{"word":"valerie ","start":162.511,"end":163.231},{"word":"at ","start":163.231,"end":163.631},{"word":"direct ","start":163.631,"end":164.271},{"word":"objective ","start":164.271,"end":164.91099999999997},{"word":"dot ","start":164.91099999999997,"end":165.231},{"word":"c ","start":165.331,"end":165.65099999999998},{"word":"a. ","start":165.65099999999998,"end":165.891}]},{"role":"agent","content":"Just to confirm, that’s valerie at direct objective dot C A, correct?","words":[{"word":"Just ","start":167.61518188476563,"end":167.8479091796875},{"word":"to ","start":167.8479091796875,"end":167.94245458984375},{"word":"confirm, ","start":167.94245458984375,"end":168.407},{"word":"that’s ","start":168.407,"end":168.6497272949219},{"word":"valerie ","start":168.6497272949219,"end":169.01881811523438},{"word":"at ","start":169.01881811523438,"end":169.1242727050781},{"word":"direct ","start":169.1242727050781,"end":169.39881811523438},{"word":"objective ","start":169.39881811523438,"end":169.78972729492187},{"word":"dot ","start":169.78972729492187,"end":170.00063647460937},{"word":"C ","start":170.00063647460937,"end":170.19063647460936},{"word":"A, ","start":170.19063647460936,"end":170.34881811523437},{"word":"correct?","start":170.34881811523437,"end":170.96154541015625}],"metadata":{"response_id":11}},{"role":"user","content":"Correct. ","words":[{"word":"Correct. ","start":171.861,"end":172.34099999999998}]},{"role":"agent","content":"Thank you for confirming your email address. I’ve sent you an email with the detailed procedure to renew your membership and reinstate your designation. Once you receive the email, please complete the form and submit it.\n\nThank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"Thank ","start":177.46763647460938,"end":177.69945458984375},{"word":"you ","start":177.69945458984375,"end":177.7949091796875},{"word":"for ","start":177.7949091796875,"end":177.92127270507814},{"word":"confirming ","start":177.92127270507814,"end":178.30127270507813},{"word":"your ","start":178.30127270507813,"end":178.4276364746094},{"word":"email ","start":178.4276364746094,"end":178.66036352539064},{"word":"address.","start":178.66036352539064,"end":179.21945458984376},{"word":" I’ve ","start":179.27060986328124,"end":179.49242797851562},{"word":"sent ","start":179.49242797851562,"end":179.67242797851563},{"word":"you ","start":179.67242797851563,"end":179.7778825683594},{"word":"an ","start":179.7778825683594,"end":179.89333715820314},{"word":"email ","start":179.89333715820314,"end":180.15788256835938},{"word":"with ","start":180.15788256835938,"end":180.316064453125},{"word":"the ","start":180.316064453125,"end":180.42151904296875},{"word":"detailed ","start":180.42151904296875,"end":180.81151904296874},{"word":"procedure ","start":180.81151904296874,"end":181.28697338867187},{"word":"to ","start":181.28697338867187,"end":181.466064453125},{"word":"renew ","start":181.466064453125,"end":181.78333715820312},{"word":"your ","start":181.78333715820312,"end":181.94151904296876},{"word":"membership ","start":181.94151904296876,"end":182.46879174804687},{"word":"and ","start":182.46879174804687,"end":182.66970068359376},{"word":"reinstate ","start":182.66970068359376,"end":183.166064453125},{"word":"your ","start":183.166064453125,"end":183.29242797851563},{"word":"designation.","start":183.29242797851563,"end":184.16788256835937},{"word":" Once ","start":184.1844091796875,"end":184.39531811523437},{"word":"you ","start":184.39531811523437,"end":184.51168188476564},{"word":"receive ","start":184.51168188476564,"end":184.78531811523436},{"word":"the ","start":184.78531811523436,"end":184.89077270507812},{"word":"email, ","start":184.89077270507812,"end":185.28168188476562},{"word":"please ","start":185.28168188476562,"end":185.54531811523438},{"word":"complete ","start":185.54531811523438,"end":185.84077270507814},{"word":"the ","start":185.84077270507814,"end":185.94622729492187},{"word":"form ","start":185.94622729492187,"end":186.2735},{"word":"and ","start":186.2735,"end":186.42168188476563},{"word":"submit ","start":186.42168188476563,"end":186.7062272949219},{"word":"it.\n","start":186.7062272949219,"end":187.33986352539063},{"word":"\nThank ","start":187.33986352539063,"end":187.67804541015624},{"word":"you ","start":187.67804541015624,"end":187.8044091796875},{"word":"for ","start":187.8044091796875,"end":187.9307727050781},{"word":"speaking ","start":187.9307727050781,"end":188.21622729492188},{"word":"with ","start":188.21622729492188,"end":188.3425908203125},{"word":"me ","start":188.3425908203125,"end":188.4371364746094},{"word":"today. 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","words":[{"word":"Okay. ","start":9.641,"end":9.961001000000001}]},{"role":"agent","content":"Hello, am I speaking with Valerie?","words":[{"word":"Hello, ","start":12.27845458984375,"end":12.5739091796875},{"word":"am ","start":12.5739091796875,"end":12.7220908203125},{"word":"I ","start":12.7220908203125,"end":12.795727294921875},{"word":"speaking ","start":12.795727294921875,"end":13.1020908203125},{"word":"with ","start":13.1020908203125,"end":13.260272705078124},{"word":"Valerie?","start":13.260272705078124,"end":13.8620908203125}],"metadata":{"response_id":1}},{"role":"user","content":"Yes. You are. ","words":[{"word":"Yes. ","start":14.841000000000001,"end":15.160999},{"word":"You ","start":15.160999,"end":15.401000000000002},{"word":"are. ","start":15.401000000000002,"end":15.641}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. 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","words":[{"word":"That ","start":30.231001,"end":30.471},{"word":"is ","start":30.471,"end":30.631},{"word":"okay. ","start":30.631,"end":30.951}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","start":56.851,"end":57.171}]},{"role":"agent","content":"Just to clarify, could you please let me know which one of the six options best describes your initial reason for joining? Would you like me to repeat the choices?","words":[{"word":"Just ","start":60.64845458984375,"end":60.9020908203125},{"word":"to ","start":60.9020908203125,"end":60.975727294921874},{"word":"clarify, ","start":60.975727294921874,"end":61.524818115234375},{"word":"could ","start":61.524818115234375,"end":61.693},{"word":"you ","start":61.693,"end":61.799363525390625},{"word":"please ","start":61.799363525390625,"end":62.01027270507812},{"word":"let ","start":62.01027270507812,"end":62.14754541015625},{"word":"me ","start":62.14754541015625,"end":62.2420908203125},{"word":"know ","start":62.2420908203125,"end":62.52754541015625},{"word":"which ","start":62.52754541015625,"end":62.79118188476563},{"word":"one ","start":62.79118188476563,"end":62.92845458984375},{"word":"of ","start":62.92845458984375,"end":63.013},{"word":"the ","start":63.013,"end":63.11845458984375},{"word":"six ","start":63.11845458984375,"end":63.3820908203125},{"word":"options ","start":63.3820908203125,"end":63.825727294921876},{"word":"best ","start":63.825727294921876,"end":64.07845458984374},{"word":"describes ","start":64.07845458984374,"end":64.50118188476563},{"word":"your ","start":64.50118188476563,"end":64.65936352539063},{"word":"initial ","start":64.65936352539063,"end":64.99663647460937},{"word":"reason ","start":64.99663647460937,"end":65.3239091796875},{"word":"for ","start":65.3239091796875,"end":65.4720908203125},{"word":"joining? 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I’ve recorded “Advancing your payroll career.”\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":71.21572729492188,"end":71.543},{"word":"you. 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","words":[{"word":"Q. 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","words":[{"word":"It ","start":93.161,"end":93.481},{"word":"doesn't ","start":93.481,"end":93.881},{"word":"answer. ","start":93.881,"end":94.281}]},{"role":"agent","content":"No problem. I’ll mark that as “prefer not to answer.”\n\nNow, for statistical purposes only, could you please tell us your age range?\nIs it 18 to ","words":[{"word":"No ","start":95.672,"end":95.8510908203125},{"word":"problem. 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","words":[{"word":"I ","start":103.411,"end":103.651},{"word":"don't. ","start":103.651,"end":104.051}]},{"role":"agent","content":"Thank you for letting me know. I’ll mark that as “preferred not to say.”\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?","words":[{"word":"Thank ","start":106.12663647460937,"end":106.35936352539062},{"word":"you ","start":106.35936352539062,"end":106.46481811523438},{"word":"for ","start":106.46481811523438,"end":106.58027270507813},{"word":"letting ","start":106.58027270507813,"end":106.8239091796875},{"word":"me ","start":106.8239091796875,"end":106.90754541015625},{"word":"know. 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","start":131.27929541015624,"end":131.63747729492187},{"word":"Would ","start":132.64032568359374,"end":132.86214404296874},{"word":"you ","start":132.86214404296874,"end":132.97850756835936},{"word":"be ","start":132.97850756835936,"end":133.07305297851562},{"word":"open ","start":133.07305297851562,"end":133.336689453125},{"word":"to ","start":133.336689453125,"end":133.45305297851561},{"word":"renewing ","start":133.45305297851561,"end":133.76941674804686},{"word":"your ","start":133.76941674804686,"end":133.8857802734375},{"word":"membership ","start":133.8857802734375,"end":134.29759838867187},{"word":"today?","start":134.29759838867187,"end":134.77214404296876}],"metadata":{"response_id":8}},{"role":"user","content":"Sure. Okay. ","words":[{"word":"Sure. ","start":136.891,"end":137.29099},{"word":"Okay. ","start":137.29099,"end":137.53099999999998}]},{"role":"agent","content":"Thank you for your interest in renewing. Is it OK if I send you an email with the procedure to renew your membership and reinstate your designation? The email I have on record is valerieaj@directobjective.ca. Is this still the best email address to reach you?","words":[{"word":"Thank ","start":139.0586364746094,"end":139.30136352539063},{"word":"you ","start":139.30136352539063,"end":139.41681811523438},{"word":"for ","start":139.41681811523438,"end":139.5440908203125},{"word":"your ","start":139.5440908203125,"end":139.70227270507812},{"word":"interest ","start":139.70227270507812,"end":140.03954541015625},{"word":"in ","start":140.03954541015625,"end":140.19863647460937},{"word":"renewing. 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","start":147.29659838867187,"end":147.88750756835938},{"word":"Is ","start":149.49044311523437,"end":149.6177158203125},{"word":"this ","start":149.6177158203125,"end":149.73317041015625},{"word":"still ","start":149.73317041015625,"end":149.95498852539063},{"word":"the ","start":149.95498852539063,"end":150.0395341796875},{"word":"best ","start":150.0395341796875,"end":150.24044311523437},{"word":"email ","start":150.24044311523437,"end":150.51498852539063},{"word":"address ","start":150.51498852539063,"end":150.7995341796875},{"word":"to ","start":150.7995341796875,"end":150.91589770507812},{"word":"reach ","start":150.91589770507812,"end":151.1158977050781},{"word":"you?","start":151.1158977050781,"end":151.47498852539061}],"metadata":{"response_id":9}},{"role":"user","content":"No. It is not. ","words":[{"word":"No. ","start":152.49099999999999,"end":152.891},{"word":"It ","start":152.891,"end":153.051},{"word":"is ","start":153.051,"end":153.21099999999998},{"word":"not. ","start":153.21099999999998,"end":153.37099999999998}]},{"role":"agent","content":"Could you please provide the best email address to reach you?Could you please provide the best email address to reach you?","words":[{"word":"Could ","start":154.62363647460938,"end":154.80363647460936},{"word":"you ","start":154.80363647460936,"end":154.89818188476562},{"word":"please ","start":154.89818188476562,"end":155.12},{"word":"provide ","start":155.12,"end":155.39454541015624},{"word":"the ","start":155.39454541015624,"end":155.4790908203125},{"word":"best ","start":155.4790908203125,"end":155.7109091796875},{"word":"email ","start":155.7109091796875,"end":155.96454541015626},{"word":"address ","start":155.96454541015626,"end":156.2390908203125},{"word":"to ","start":156.2390908203125,"end":156.34454541015626},{"word":"reach ","start":156.34454541015626,"end":156.5663635253906},{"word":"you?","start":156.5663635253906,"end":156.91454541015625},{"word":"Could ","start":156.9932197265625,"end":157.1732197265625},{"word":"you ","start":157.1732197265625,"end":157.26776513671874},{"word":"please ","start":157.26776513671874,"end":157.50049243164062},{"word":"provide ","start":157.50049243164062,"end":157.7532197265625},{"word":"the ","start":157.7532197265625,"end":157.84867431640626},{"word":"best ","start":157.84867431640626,"end":158.09140161132814},{"word":"email ","start":158.09140161132814,"end":158.39685595703125},{"word":"address ","start":158.39685595703125,"end":158.7032197265625},{"word":"to ","start":158.7032197265625,"end":158.80867431640624},{"word":"reach ","start":158.80867431640624,"end":158.99867431640624},{"word":"you?","start":158.99867431640624,"end":159.32594702148438}],"metadata":{"response_id":10}},{"role":"user","content":"It's valerie at direct objective dot c a. ","words":[{"word":"It's ","start":161.791,"end":162.511},{"word":"valerie ","start":162.511,"end":163.231},{"word":"at ","start":163.231,"end":163.631},{"word":"direct ","start":163.631,"end":164.271},{"word":"objective ","start":164.271,"end":164.91099999999997},{"word":"dot ","start":164.91099999999997,"end":165.231},{"word":"c ","start":165.331,"end":165.65099999999998},{"word":"a. ","start":165.65099999999998,"end":165.891}]},{"role":"agent","content":"Just to confirm, that’s valerie at direct objective dot C A, correct?","words":[{"word":"Just ","start":167.61518188476563,"end":167.8479091796875},{"word":"to ","start":167.8479091796875,"end":167.94245458984375},{"word":"confirm, ","start":167.94245458984375,"end":168.407},{"word":"that’s ","start":168.407,"end":168.6497272949219},{"word":"valerie ","start":168.6497272949219,"end":169.01881811523438},{"word":"at ","start":169.01881811523438,"end":169.1242727050781},{"word":"direct ","start":169.1242727050781,"end":169.39881811523438},{"word":"objective ","start":169.39881811523438,"end":169.78972729492187},{"word":"dot ","start":169.78972729492187,"end":170.00063647460937},{"word":"C ","start":170.00063647460937,"end":170.19063647460936},{"word":"A, ","start":170.19063647460936,"end":170.34881811523437},{"word":"correct?","start":170.34881811523437,"end":170.96154541015625}],"metadata":{"response_id":11}},{"role":"user","content":"Correct. ","words":[{"word":"Correct. 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Mandatory Phrase Detection is Yes because all required phrases were present in the call.","IVR_detector":"No","call_sequence":"Forgot/not aware and then 3 questions","Concern-Question":"","called_by":"","Withdrawal date":""}},"data_storage_setting":"everything","llm_token_usage":{"values":[9063,9064,9083,10197,10147,10213,10250,10229,9840,10535,10431,10601,9691,10626,10738,11718],"average":10151.625,"num_requests":16},"tool_calls":[{"tool_call_id":"933288bb4fcdff7a","name":"update_email","type":"custom","start_time_sec":173.905,"latency_ms":1175.0000000000114,"success":true},{"tool_call_id":"c35ce1bc5f9da2a9","name":"send_application_form","type":"custom","start_time_sec":175.676,"latency_ms":948.0000000000075,"success":true}],"from_number":"+14375242727","to_number":"+14382257939","direction":"outbound"},"event_timestamp":1777641881586}
----------------------------------------
EVENT: call_analyzed
CONTACT ID: 30542
CALL ID: call_89d64ef72e45ffdea4e75370efb
EMAIL2 (collected): NULL
FIELD 310 → HTTP 200
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FIELD 311 → HTTP 200
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FIELD 33 → HTTP 200
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FIELD 52 → HTTP 200
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FIELD 66 → HTTP 200
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FIELD 77 → HTTP 200
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FIELD 324 → HTTP 200
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FIELD 68 → HTTP 200
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FIELD 338 → HTTP 200
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FIELD 339 → HTTP 200
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FIELD 340 → HTTP 200
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FIELD 341 → HTTP 200
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FIELD 342 → HTTP 200
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FIELD 345 → HTTP 200
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FIELD 348 → HTTP 200
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FIELD 349 → HTTP 200
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========================================

========================================
📞 Retell Post-Call Webhook
🕒 2026-05-01 10:07:30
----------------------------------------
RAW:
{"event":"call_analyzed","call":{"call_id":"call_95802d8513e51d740bdb9a426a6","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":40,"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 provided NPI ID 12305678 but declined survey and ended call - NPI# 12305678\n2026 Feb 25 call reached voicemail, no contact made\n2026 Feb 26 contact refused survey and ended call early\n2026 Feb 26 contact refused to discuss membership and ended call quickly.\n2026 Feb 26 contact refused to discuss membership renewal and ended call quickly.\n2026 Feb 26 contact not available, call ended quickly\n2026 Feb 26 call started but user hung up early after introduction\n2026 Mar 04 call reached voicemail, no message left\n2026 Mar 04 contact agreed to receive webinar info and renewal application email 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\n2026 Apr 30 contact wants to renew and sent the email - NPI# 33427","number_of_passed_courses":"999","extension":"1234","province":"ON","toronto_current_time":"2026-05-01T10:03:04-04:00","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":"3 years"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_95802d8513e51d740bdb9a426a6","X-RetellAI-SipTraceId":"call_95802d8513e51d740bdb9a426a6","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.120;lr>"},"call_status":"ended","start_timestamp":1777644250043,"end_timestamp":1777644443374,"duration_ms":193331,"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: Yeah. It's okay. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance \nUser: It's it is staying 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: It's \nAgent: satisfaction with \nUser: a five \nAgent: Thank you. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? \nUser: I am \nAgent: 46 \nUser: thirty one. \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: Can you please give me more info about that? \nAgent: Of course! Since your Professional membership lapsed on 2023-05-01, it has been 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\nWould it be OK if I send you an email with the detailed procedure to help you review the steps? Is tri@directobjective.ca still the best email address for you?\nUser: What do you mean by over three years? \nAgent: Great question. Your Professional membership was withdrawn on May 1st, 2023, and today is May 1st, 2026. That means it has been exactly three years since your membership lapsed. In NPI policy, “over three years” means any time after the three-year anniversary of your withdrawal date.\n\nSince today marks three years, you are now in the “over three years” category for reinstatement. That’s why the process \nUser: Oh, okay. Okay. \nUser: Okay. Just send it to my email. \nUser: Thank you. \nAgent: Thank \nAgent: you. 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.\nUser: Goodbye. \nAgent: Thank you again. Goodbye.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Tri Ly?","words":[{"word":"Hello, ","start":1.22954541015625,"end":1.61954541015625},{"word":"may ","start":1.61954541015625,"end":1.80954541015625},{"word":"I ","start":1.80954541015625,"end":1.9259091796875},{"word":"please ","start":1.9259091796875,"end":2.18954541015625},{"word":"speak ","start":2.18954541015625,"end":2.4540908203125},{"word":"with ","start":2.4540908203125,"end":2.6540908203125},{"word":"Tri ","start":2.6540908203125,"end":2.855},{"word":"Ly?","start":2.855,"end":3.2559091796875}],"metadata":{"response_id":0}},{"role":"user","content":"It's me. ","words":[{"word":"It's ","start":4.795,"end":5.195},{"word":"me. ","start":5.195,"end":5.355}]},{"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":6.325363525390625,"end":6.842636474609375},{"word":"My ","start":6.896401611328125,"end":7.03367431640625},{"word":"name ","start":7.03367431640625,"end":7.18185595703125},{"word":"is ","start":7.18185595703125,"end":7.2982197265625},{"word":"Ellen, ","start":7.2982197265625,"end":7.59367431640625},{"word":"and ","start":7.59367431640625,"end":7.740947021484375},{"word":"I’m ","start":7.740947021484375,"end":7.910037841796875},{"word":"calling ","start":7.910037841796875,"end":8.2482197265625},{"word":"on ","start":8.2482197265625,"end":8.35367431640625},{"word":"behalf ","start":8.35367431640625,"end":8.680947021484375},{"word":"of ","start":8.680947021484375,"end":8.786401611328126},{"word":"the ","start":8.786401611328126,"end":8.880947021484374},{"word":"National ","start":8.880947021484374,"end":9.260947021484375},{"word":"Payroll ","start":9.260947021484375,"end":9.630037841796875},{"word":"Institute, ","start":9.630037841796875,"end":10.210947021484374},{"word":"NPI. 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","words":[{"word":"Can ","start":86.58500000000001,"end":86.825},{"word":"you ","start":86.825,"end":86.985},{"word":"please ","start":86.985,"end":87.22500000000001},{"word":"give ","start":87.22500000000001,"end":87.545},{"word":"me ","start":87.545,"end":87.70500000000001},{"word":"more ","start":87.70500000000001,"end":87.94500000000001},{"word":"info ","start":87.94500000000001,"end":88.345},{"word":"about ","start":88.345,"end":88.665},{"word":"that? ","start":88.665,"end":88.905}]},{"role":"agent","content":"Of course! Since your Professional membership lapsed on 2023-05-01, it has been 3 years since your withdrawal date. \n\nIt has been more than 3 years since your withdrawal date. 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Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? ","words":[{"word":"Thank ","start":49.045636474609374,"end":49.299272705078124},{"word":"you. 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","words":[{"word":"Can ","start":86.58500000000001,"end":86.825},{"word":"you ","start":86.825,"end":86.985},{"word":"please ","start":86.985,"end":87.22500000000001},{"word":"give ","start":87.22500000000001,"end":87.545},{"word":"me ","start":87.545,"end":87.70500000000001},{"word":"more ","start":87.70500000000001,"end":87.94500000000001},{"word":"info ","start":87.94500000000001,"end":88.345},{"word":"about ","start":88.345,"end":88.665},{"word":"that? ","start":88.665,"end":88.905}]},{"role":"agent","content":"Of course! Since your Professional membership lapsed on 2023-05-01, it has been 3 years since your withdrawal date. \n\nIt has been more than 3 years since your withdrawal date. 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----------------------------------------
EVENT: call_analyzed
CONTACT ID: 33427
CALL ID: call_95802d8513e51d740bdb9a426a6
EMAIL2 (collected): NULL
FIELD 310 → HTTP 200
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FIELD 311 → HTTP 200
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FIELD 33 → HTTP 200
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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 provided NPI ID 12305678 but declined survey and ended call - NPI# 12305678\n2026 Feb 25 call reached voicemail, no contact made\n2026 Feb 26 contact refused survey and ended call early\n2026 Feb 26 contact refused to discuss membership and ended call quickly.\n2026 Feb 26 contact refused to discuss membership renewal and ended call quickly.\n2026 Feb 26 contact not available, call ended quickly\n2026 Feb 26 call started but user hung up early after introduction\n2026 Mar 04 call reached voicemail, no message left\n2026 Mar 04 contact agreed to receive webinar info and renewal application email 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\n2026 Apr 30 contact wants to renew and sent the email - NPI# 33427\n2026 May 01 contact interested in renewal, detailed procedure email sent - NPI# not provided","cdate":"2025-04-01T10:23:10-05:00","udate":"2026-05-01T09:07:32-05:00","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
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FIELD 66 → HTTP 200
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FIELD 77 → HTTP 200
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FIELD 324 → HTTP 200
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FIELD 68 → HTTP 200
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FIELD 338 → HTTP 200
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FIELD 339 → HTTP 200
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FIELD 340 → HTTP 200
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FIELD 341 → HTTP 200
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FIELD 342 → HTTP 200
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FIELD 345 → HTTP 200
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FIELD 348 → HTTP 200
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FIELD 349 → HTTP 200
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========================================

========================================
📞 Retell Post-Call Webhook
🕒 2026-05-01 10:40:04
----------------------------------------
RAW:
{"event":"call_analyzed","call":{"call_id":"call_83e94338b2c990bb8ae3c1e98fb","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":40,"agent_name":"NPI LN PRO","retell_llm_dynamic_variables":{"first_name":"Valerie","last_name":"Ajayi","full_name":"Valerie Ajayi","contact_id":"30542","email":"valerieaj@directobjective.ca","orgname":"","member_type":"PRO","bloc_notes_ac":"2026 Apr 30 Attempted to reach Valerie but no answer.\n2026 May 01 contact wants to renew and sent the email - NPI# 30542","number_of_passed_courses":"","extension":"","province":"","toronto_current_time":"2026-05-01T10:38:00-04:00","called_by":"","cancel_date":"2026-04-07","corp_cancel_date":"","paid_thru":"","company_paid_thru":"","the_withdrawal_date":"2026-04-07","the_withdrawal_duration":"24 days"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_83e94338b2c990bb8ae3c1e98fb","X-RetellAI-SipTraceId":"call_83e94338b2c990bb8ae3c1e98fb","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.121;lr>"},"call_status":"ended","start_timestamp":1777646295477,"end_timestamp":1777646396944,"duration_ms":101467,"transcript":"Agent: Hello, may I please speak with Valerie?\nUser: Okay. \nAgent: Hello, am I speaking with Valerie?\nUser: (inaudible speech)\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. \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 Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. \nUser: One. \nAgent: Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \nUser: First one. \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: Yeah. \nAgent: Thank you. Just to clarify, on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied, which number would you choose to rate your overall satisfaction with your NPI membership experience?\nUser: Two. \nAgent: Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to \nUser: No. \nAgent: 30, 31 to 45, 46 to 60, or 61 or above?\nUser: I said no. \nAgent: No problem, thank you for letting me know.\n\nWe’d \nAgent: Thank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Valerie?","words":[{"word":"Hello, ","start":1.302272705078125,"end":1.597727294921875},{"word":"may ","start":1.597727294921875,"end":1.735},{"word":"I ","start":1.735,"end":1.808636474609375},{"word":"please ","start":1.808636474609375,"end":2.03045458984375},{"word":"speak ","start":2.03045458984375,"end":2.22045458984375},{"word":"with ","start":2.22045458984375,"end":2.368636474609375},{"word":"Valerie?","start":2.368636474609375,"end":2.98045458984375}],"metadata":{"response_id":0}},{"role":"user","content":"Okay. ","words":[{"word":"Okay. 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","words":[{"word":"Yeah. ","start":28.273,"end":28.593}]},{"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 Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. ","words":[{"word":"Thank ","start":30.238636474609375,"end":30.555},{"word":"you.","start":30.555,"end":30.935},{"word":" Perfect, ","start":30.98460986328125,"end":31.33370068359375},{"word":"now ","start":31.33370068359375,"end":31.4491552734375},{"word":"let’s ","start":31.4491552734375,"end":31.61824609375},{"word":"begin ","start":31.61824609375,"end":31.776427978515624},{"word":"with ","start":31.776427978515624,"end":31.892791748046875},{"word":"the ","start":31.892791748046875,"end":31.987337158203125},{"word":"first ","start":31.987337158203125,"end":32.230064453125},{"word":"question. 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","start":48.132997,"end":48.373000000000005}]},{"role":"agent","content":"Thank you. \n\nNow, on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied, how would you rate your overall satisfaction with your NPI membership experience?","words":[{"word":"Thank ","start":49.81154541015625,"end":50.0860908203125},{"word":"you. 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Just to clarify, on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied, which number would you choose to rate your overall satisfaction with your NPI membership experience?","words":[{"word":"Thank ","start":64.14363647460938,"end":64.4290908203125},{"word":"you.","start":64.4290908203125,"end":64.83},{"word":" Just ","start":64.86632568359374,"end":65.08814404296875},{"word":"to ","start":65.08814404296875,"end":65.172689453125},{"word":"clarify, ","start":65.172689453125,"end":65.742689453125},{"word":"on ","start":65.742689453125,"end":65.9117802734375},{"word":"a ","start":65.9117802734375,"end":65.99541674804688},{"word":"scale ","start":65.99541674804688,"end":66.38632568359375},{"word":"of ","start":66.38632568359375,"end":66.53450756835937},{"word":"1 ","start":66.53450756835937,"end":66.692689453125},{"word":"to ","start":66.692689453125,"end":66.80814404296875},{"word":"5, ","start":66.80814404296875,"end":67.48359838867188},{"word":"with ","start":67.48359838867188,"end":67.69541674804688},{"word":"5 ","start":67.69541674804688,"end":67.93814404296874},{"word":"being ","start":67.93814404296874,"end":68.14905297851563},{"word":"very ","start":68.14905297851563,"end":68.402689453125},{"word":"satisfied ","start":68.402689453125,"end":69.01450756835938},{"word":"and ","start":69.01450756835938,"end":69.14087109375},{"word":"1 ","start":69.14087109375,"end":69.30996215820312},{"word":"being ","start":69.30996215820312,"end":69.51087109375},{"word":"very ","start":69.51087109375,"end":69.7317802734375},{"word":"dissatisfied, ","start":69.7317802734375,"end":70.91450756835937},{"word":"which ","start":70.91450756835937,"end":71.19905297851562},{"word":"number ","start":71.19905297851562,"end":71.452689453125},{"word":"would ","start":71.452689453125,"end":71.6317802734375},{"word":"you ","start":71.6317802734375,"end":71.8117802734375},{"word":"choose ","start":71.8117802734375,"end":72.33905297851562},{"word":"to ","start":72.33905297851562,"end":72.67723486328126},{"word":"rate ","start":72.67723486328126,"end":72.95087109375},{"word":"your ","start":72.95087109375,"end":73.162689453125},{"word":"overall ","start":73.162689453125,"end":73.58450756835937},{"word":"satisfaction ","start":73.58450756835937,"end":74.302689453125},{"word":"with ","start":74.302689453125,"end":74.44996215820312},{"word":"your ","start":74.44996215820312,"end":74.60814404296875},{"word":"NPI ","start":74.60814404296875,"end":74.98814404296876},{"word":"membership ","start":74.98814404296876,"end":75.41087109375},{"word":"experience?","start":75.41087109375,"end":76.24450756835938}],"metadata":{"response_id":5}},{"role":"user","content":"Two. ","words":[{"word":"Two. ","start":77.603,"end":80.803}]},{"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 ","words":[{"word":"Thank ","start":82.18754541015625,"end":82.39845458984375},{"word":"you ","start":82.39845458984375,"end":82.5039091796875},{"word":"for ","start":82.5039091796875,"end":82.6520908203125},{"word":"your ","start":82.6520908203125,"end":82.78936352539063},{"word":"feedback.","start":82.78936352539063,"end":83.49663647460937},{"word":"\n\nNow, ","start":83.54852661132813,"end":83.72852661132812},{"word":"for ","start":83.72852661132812,"end":83.89761743164063},{"word":"statistical ","start":83.89761743164063,"end":84.48852661132813},{"word":"purposes ","start":84.48852661132813,"end":84.97398095703124},{"word":"only, ","start":84.97398095703124,"end":85.279435546875},{"word":"could ","start":85.279435546875,"end":85.459435546875},{"word":"you ","start":85.459435546875,"end":85.57579931640625},{"word":"please ","start":85.57579931640625,"end":85.849435546875},{"word":"tell ","start":85.849435546875,"end":86.0503447265625},{"word":"us ","start":86.0503447265625,"end":86.14489013671874},{"word":"your ","start":86.14489013671874,"end":86.30398095703126},{"word":"age ","start":86.30398095703126,"end":86.50398095703125},{"word":"range?","start":86.50398095703125,"end":87.09489013671875},{"word":" Is ","start":87.14565161132812,"end":87.30474243164062},{"word":"it ","start":87.30474243164062,"end":87.39928784179688},{"word":"18 ","start":87.39928784179688,"end":87.70565161132812},{"word":"to ","start":87.70565161132812,"end":87.76837890625}],"metadata":{"response_id":6}},{"role":"user","content":"No. ","words":[{"word":"No. ","start":87.82299499999999,"end":89.422994}]},{"role":"agent","content":"30, 31 to 45, 46 to 60, or 61 or above?","words":[{"word":"30, ","start":87.76837890625,"end":88.1174697265625},{"word":"31 ","start":88.1174697265625,"end":88.39110595703124},{"word":"to ","start":88.39110595703124,"end":88.52837890625},{"word":"45, ","start":88.52837890625,"end":88.61292431640625},{"word":"46 ","start":88.61292431640625,"end":88.866560546875},{"word":"to ","start":88.866560546875,"end":89.20383325195313},{"word":"60, ","start":89.20383325195313,"end":89.436560546875},{"word":"or ","start":89.436560546875,"end":89.626560546875},{"word":"61 ","start":89.626560546875,"end":89.73201513671874},{"word":"or ","start":89.73201513671874,"end":90.04837890625},{"word":"above?","start":90.04837890625,"end":90.17565161132812}],"metadata":{"response_id":6}},{"role":"user","content":"I said no. ","words":[{"word":"I ","start":91.56862469999999,"end":91.8886247},{"word":"said ","start":91.8886247,"end":92.12862469999999},{"word":"no. ","start":92.12862469999999,"end":92.44862439999999}]},{"role":"agent","content":"No problem, thank you for letting me know.\n\nWe’d ","words":[{"word":"No ","start":94.91618188476562,"end":95.07436352539062},{"word":"problem, ","start":95.07436352539062,"end":95.41254541015626},{"word":"thank ","start":95.41254541015626,"end":95.60254541015625},{"word":"you ","start":95.60254541015625,"end":95.7189091796875},{"word":"for ","start":95.7189091796875,"end":95.85527270507812},{"word":"letting ","start":95.85527270507812,"end":96.098},{"word":"me ","start":96.098,"end":96.18254541015625},{"word":"know.","start":96.18254541015625,"end":96.658},{"word":"\n\nWe’d ","start":96.70744311523437,"end":96.8447158203125}],"metadata":{"response_id":7}},{"role":"agent","content":"Thank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"Thank ","start":98.41963647460938,"end":98.70418188476563},{"word":"you ","start":98.70418188476563,"end":98.84145458984375},{"word":"for ","start":98.84145458984375,"end":98.98963647460937},{"word":"speaking ","start":98.98963647460937,"end":99.33781811523437},{"word":"with ","start":99.33781811523437,"end":99.496},{"word":"me ","start":99.496,"end":99.62236352539063},{"word":"today. 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Just to clarify, on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied, which number would you choose to rate your overall satisfaction with your NPI membership experience?","words":[{"word":"Thank ","start":64.14363647460938,"end":64.4290908203125},{"word":"you.","start":64.4290908203125,"end":64.83},{"word":" Just ","start":64.86632568359374,"end":65.08814404296875},{"word":"to ","start":65.08814404296875,"end":65.172689453125},{"word":"clarify, ","start":65.172689453125,"end":65.742689453125},{"word":"on ","start":65.742689453125,"end":65.9117802734375},{"word":"a ","start":65.9117802734375,"end":65.99541674804688},{"word":"scale ","start":65.99541674804688,"end":66.38632568359375},{"word":"of ","start":66.38632568359375,"end":66.53450756835937},{"word":"1 ","start":66.53450756835937,"end":66.692689453125},{"word":"to ","start":66.692689453125,"end":66.80814404296875},{"word":"5, ","start":66.80814404296875,"end":67.48359838867188},{"word":"with ","start":67.48359838867188,"end":67.69541674804688},{"word":"5 ","start":67.69541674804688,"end":67.93814404296874},{"word":"being ","start":67.93814404296874,"end":68.14905297851563},{"word":"very ","start":68.14905297851563,"end":68.402689453125},{"word":"satisfied ","start":68.402689453125,"end":69.01450756835938},{"word":"and ","start":69.01450756835938,"end":69.14087109375},{"word":"1 ","start":69.14087109375,"end":69.30996215820312},{"word":"being ","start":69.30996215820312,"end":69.51087109375},{"word":"very ","start":69.51087109375,"end":69.7317802734375},{"word":"dissatisfied, ","start":69.7317802734375,"end":70.91450756835937},{"word":"which ","start":70.91450756835937,"end":71.19905297851562},{"word":"number ","start":71.19905297851562,"end":71.452689453125},{"word":"would ","start":71.452689453125,"end":71.6317802734375},{"word":"you ","start":71.6317802734375,"end":71.8117802734375},{"word":"choose ","start":71.8117802734375,"end":72.33905297851562},{"word":"to ","start":72.33905297851562,"end":72.67723486328126},{"word":"rate ","start":72.67723486328126,"end":72.95087109375},{"word":"your ","start":72.95087109375,"end":73.162689453125},{"word":"overall ","start":73.162689453125,"end":73.58450756835937},{"word":"satisfaction ","start":73.58450756835937,"end":74.302689453125},{"word":"with ","start":74.302689453125,"end":74.44996215820312},{"word":"your ","start":74.44996215820312,"end":74.60814404296875},{"word":"NPI ","start":74.60814404296875,"end":74.98814404296876},{"word":"membership ","start":74.98814404296876,"end":75.41087109375},{"word":"experience?","start":75.41087109375,"end":76.24450756835938}],"metadata":{"response_id":5}},{"role":"user","content":"Two. ","words":[{"word":"Two. 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Valerie indicated that her initial reason for joining was to receive help with complex payroll compliance issues and rated her satisfaction as 2 out of 5. She declined to provide her age range, and the call ended courteously.","in_voicemail":false,"user_sentiment":"Negative","call_successful":true,"custom_analysis_data":{"Not-Renewed-Want-to-Renew":"No","Send-Application-Form":"2026-05-01 10:38","Mini-NPS":"2","One-Sentence-not-Renewed":"User expressed low satisfaction and did not indicate intent to renew.","int_code":"01","Initial-value":"Help with Complex","PRO-other-reasons-not-to-renew":"","Age-Range":"Preferred not to say","bloc_notes":"2026 May 01 contact answered, initial value Help with Complex, satisfaction rated 2, declined to provide age range","Other-member-benefit":"","call_summary_title":"Membership Satisfaction Survey with Valerie","Human Reached":true,"Human or not":"Yes","Call answered":true,"Call Flow Completion Rate":"90%. Official opening was delivered after identity confirmation, all relevant questions were asked except the age range was declined, valid outcome assigned, and approved closing spoken.","Official Opening Gate Accuracy":"100%. Official opening was spoken only after identity confirmation and not to a gatekeeper.","Survey Order Integrity Score":"100%. Questions were asked in the correct order with no violations.","Skip Logic Accuracy":"100%. Logical branching was correctly followed with no early email sent and proper survey flow.","Verbatim Survey Compliance":"90%. Most questions were asked with correct wording except slight paraphrasing in satisfaction question and age range question was declined.","Mandatory Phrase Detection":"Yes. The phrase 'for statistical purposes' was used, approved closing sentence was spoken, and the email sending phrase was not applicable as no email was sent.","Debug Analytical Variables":"Call Flow Completion Rate is 90% because the official opening was delivered after identity confirmation, all survey questions were asked except the age range was declined (which is acceptable), a valid outcome was assigned, and the call ended with an approved closing. 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 followed the correct sequence without violations. Skip Logic Accuracy is 100% since no renewal email was sent early and the survey flow was logically correct. Verbatim Survey Compliance is 90% due to slight paraphrasing and the age question being declined. Mandatory Phrase Detection is Yes because the required phrase 'for statistical purposes' and approved closing sentence were present, and no email was sent so that phrase was not required.","IVR_detector":"No","call_sequence":"5 questions asked","Concern-Question":"","called_by":"","Withdrawal date":"","LN PRO Withdrawal Duration Status":""}},"data_storage_setting":"everything","llm_token_usage":{"values":[9063,9064,9078,10112,10182,10160,10432,9401,10517],"average":9778.777777777777,"num_requests":9},"tool_calls":[{"tool_call_id":"6f8c5bb37bbf8e72","name":"end_call","type":"end_call","start_time_sec":101.461}],"from_number":"+14375242727","to_number":"+14382257939","direction":"outbound"},"event_timestamp":1777646405371}
----------------------------------------
EVENT: call_analyzed
CONTACT ID: 30542
CALL ID: call_83e94338b2c990bb8ae3c1e98fb
EMAIL2 (collected): NULL
FIELD 310 → HTTP 200
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FIELD 311 → HTTP 200
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FIELD 33 → HTTP 200
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FIELD 52 → HTTP 200
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FIELD 66 → HTTP 200
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FIELD 80 → HTTP 200
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FIELD 77 → HTTP 200
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FIELD 324 → HTTP 200
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FIELD 68 → HTTP 200
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FIELD 338 → HTTP 200
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FIELD 339 → HTTP 200
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FIELD 340 → HTTP 200
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FIELD 341 → HTTP 200
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FIELD 342 → HTTP 200
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FIELD 345 → HTTP 200
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FIELD 348 → HTTP 200
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FIELD 349 → HTTP 200
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========================================

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📞 Retell Post-Call Webhook
🕒 2026-05-01 11:55:18
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RAW:
{"event":"call_analyzed","call":{"call_id":"call_451452a48f6fcb39dbef048ecf7","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":40,"agent_name":"NPI LN PRO","retell_llm_dynamic_variables":{"first_name":"Valerie","last_name":"Ajayi","full_name":"Valerie Ajayi","contact_id":"30542","email":"valerieaj@directobjective.ca","orgname":"","member_type":"PRO","bloc_notes_ac":"2026 Apr 30 Attempted to reach Valerie but no answer.\n2026 May 01 contact wants to renew and sent the email - NPI# 30542\n2026 May 01 contact answered, initial value Help with Complex, satisfaction rated 2, declined to provide age range","number_of_passed_courses":"","extension":"","province":"","toronto_current_time":"2026-05-01T11:50:05-04:00","called_by":"","cancel_date":"2026-04-07","corp_cancel_date":"","paid_thru":"","company_paid_thru":"","the_withdrawal_date":"2026-04-07","the_withdrawal_duration":"24 days"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_451452a48f6fcb39dbef048ecf7","X-RetellAI-SipTraceId":"call_451452a48f6fcb39dbef048ecf7","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.121;lr>"},"call_status":"ended","start_timestamp":1777650687418,"end_timestamp":1777650848767,"duration_ms":161349,"transcript":"Agent: Hello, may I please speak with Valerie?\nUser: Speaking. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: That's fine. \nAgent: Thank you, Valerie. 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: Four. \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: Two. \nAgent: Thank you for your feedback. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: No. \nAgent: No problem, I’ll mark that as “preferred not to say.” \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: Oh, okay. \nAgent: Would you like me to send you an email with the procedure to renew your membership and reinstate your designation? Is that something you’d be interested in reviewing?\nUser: I'd be interested in that. \nAgent: Great! To confirm, is your email address still valerieaj@directobjective.ca?\nUser: No. \nUser: It's valerie at direct objective dot c a. \nAgent: Just to confirm, that’s valerie at direct objective dot C A, correct?\nUser: Yes. \nAgent: Thank you, Valerie. I’ve sent you an email with the detailed procedure to renew your membership and reinstate your designation. Once you receive the email, please follow the steps and submit the form.\n\nThank you for speaking with me today. Have a good day and goodbye.\nUser: Mhmm. \n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Valerie?","words":[{"word":"Hello, ","start":1.12345458984375,"end":1.3870908203125},{"word":"may ","start":1.3870908203125,"end":1.524363525390625},{"word":"I ","start":1.524363525390625,"end":1.5770908203125},{"word":"please ","start":1.5770908203125,"end":1.7670908203125},{"word":"speak ","start":1.7670908203125,"end":1.9470908203125},{"word":"with ","start":1.9470908203125,"end":2.094363525390625},{"word":"Valerie?","start":2.094363525390625,"end":2.7070908203125}],"metadata":{"response_id":0}},{"role":"user","content":"Speaking. ","words":[{"word":"Speaking. ","start":4.961,"end":5.361}]},{"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":6.72645458984375,"end":7.29645458984375},{"word":"My ","start":7.34548486328125,"end":7.461848388671875},{"word":"name ","start":7.461848388671875,"end":7.6200302734375},{"word":"is ","start":7.6200302734375,"end":7.757302978515625},{"word":"Ellen, ","start":7.757302978515625,"end":8.042757568359375},{"word":"and ","start":8.042757568359375,"end":8.158212158203124},{"word":"I’m ","start":8.158212158203124,"end":8.28548486328125},{"word":"calling ","start":8.28548486328125,"end":8.622757568359376},{"word":"on ","start":8.622757568359376,"end":8.7500302734375},{"word":"behalf ","start":8.7500302734375,"end":9.11912109375},{"word":"of ","start":9.11912109375,"end":9.213666748046874},{"word":"the ","start":9.213666748046874,"end":9.3200302734375},{"word":"National ","start":9.3200302734375,"end":9.720939453125},{"word":"Payroll ","start":9.720939453125,"end":10.131848388671875},{"word":"Institute, ","start":10.131848388671875,"end":10.628212158203125},{"word":"NPI. 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","words":[{"word":"That's ","start":19.941000000000003,"end":20.341},{"word":"fine. ","start":20.341,"end":20.581}]},{"role":"agent","content":"Thank you, Valerie. Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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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":51.39663647460937,"end":51.6920908203125},{"word":"you. 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","words":[{"word":"Two. ","start":62.740997,"end":63.060997}]},{"role":"agent","content":"Thank you for your feedback. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":65.69545458984375,"end":65.9490908203125},{"word":"you ","start":65.9490908203125,"end":66.06454541015626},{"word":"for ","start":66.06454541015626,"end":66.1809091796875},{"word":"your ","start":66.1809091796875,"end":66.29727270507813},{"word":"feedback. 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As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. 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Is that something you’d be interested in reviewing?","words":[{"word":"Would ","start":111.02645458984375,"end":111.23736352539062},{"word":"you ","start":111.23736352539062,"end":111.35372729492188},{"word":"like ","start":111.35372729492188,"end":111.54372729492188},{"word":"me ","start":111.54372729492188,"end":111.63827270507812},{"word":"to ","start":111.63827270507812,"end":111.75463647460937},{"word":"send ","start":111.75463647460937,"end":111.97645458984375},{"word":"you ","start":111.97645458984375,"end":112.09281811523438},{"word":"an ","start":112.09281811523438,"end":112.21918188476562},{"word":"email ","start":112.21918188476562,"end":112.57827270507812},{"word":"with ","start":112.57827270507812,"end":112.72554541015624},{"word":"the ","start":112.72554541015624,"end":112.821},{"word":"procedure ","start":112.821,"end":113.30645458984375},{"word":"to ","start":113.30645458984375,"end":113.49645458984375},{"word":"renew ","start":113.49645458984375,"end":113.83372729492187},{"word":"your ","start":113.83372729492187,"end":113.9819091796875},{"word":"membership ","start":113.9819091796875,"end":114.46736352539062},{"word":"and ","start":114.46736352539062,"end":114.65736352539062},{"word":"reinstate ","start":114.65736352539062,"end":115.1319091796875},{"word":"your ","start":115.1319091796875,"end":115.25918188476562},{"word":"designation? 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To confirm, is your email address still valerieaj@directobjective.ca?","words":[{"word":"Great! ","start":122.70263647460938,"end":123.30445458984374},{"word":"To ","start":123.35473486328125,"end":123.49200756835937},{"word":"confirm, ","start":123.49200756835937,"end":123.93564404296875},{"word":"is ","start":123.93564404296875,"end":124.04109838867187},{"word":"your ","start":124.04109838867187,"end":124.1892802734375},{"word":"email ","start":124.1892802734375,"end":124.47382568359374},{"word":"address ","start":124.47382568359374,"end":124.74837109375},{"word":"still ","start":124.74837109375,"end":124.970189453125},{"word":"valerieaj@directobjective.ca?","start":124.970189453125,"end":125.68746215820312}],"metadata":{"response_id":7}},{"role":"user","content":"No. ","words":[{"word":"No. ","start":128.861,"end":129.18099999999998}]},{"role":"user","content":"It's valerie at direct objective dot c a. ","words":[{"word":"It's ","start":129.40099999999998,"end":129.96099999999998},{"word":"valerie ","start":131.111,"end":131.831},{"word":"at ","start":131.831,"end":132.23099},{"word":"direct ","start":132.23099,"end":132.71098999999998},{"word":"objective ","start":132.71098999999998,"end":133.43098999999998},{"word":"dot ","start":133.43098999999998,"end":133.75099999999998},{"word":"c ","start":133.75099999999998,"end":134.07099},{"word":"a. ","start":134.07099,"end":134.23099}]},{"role":"agent","content":"Just to confirm, that’s valerie at direct objective dot C A, correct?","words":[{"word":"Just ","start":139.30645458984375,"end":139.48554541015625},{"word":"to ","start":139.48554541015625,"end":139.5700908203125},{"word":"confirm, ","start":139.5700908203125,"end":139.90827270507813},{"word":"that’s ","start":139.90827270507813,"end":140.1300908203125},{"word":"valerie ","start":140.1300908203125,"end":140.5100908203125},{"word":"at ","start":140.5100908203125,"end":140.62554541015626},{"word":"direct ","start":140.62554541015626,"end":140.921},{"word":"objective ","start":140.921,"end":141.33281811523437},{"word":"dot ","start":141.33281811523437,"end":141.5019091796875},{"word":"C ","start":141.5019091796875,"end":141.74463647460936},{"word":"A, ","start":141.74463647460936,"end":141.94554541015626},{"word":"correct?","start":141.94554541015626,"end":142.53645458984374}],"metadata":{"response_id":9}},{"role":"user","content":"Yes. ","words":[{"word":"Yes. ","start":143.69100999999998,"end":144.011}]},{"role":"agent","content":"Thank you, Valerie. I’ve sent you an email with the detailed procedure to renew your membership and reinstate your designation. Once you receive the email, please follow the steps and submit the form.\n\nThank you for speaking with me today. 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I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":6.72645458984375,"end":7.29645458984375},{"word":"My ","start":7.34548486328125,"end":7.461848388671875},{"word":"name ","start":7.461848388671875,"end":7.6200302734375},{"word":"is ","start":7.6200302734375,"end":7.757302978515625},{"word":"Ellen, ","start":7.757302978515625,"end":8.042757568359375},{"word":"and ","start":8.042757568359375,"end":8.158212158203124},{"word":"I’m ","start":8.158212158203124,"end":8.28548486328125},{"word":"calling ","start":8.28548486328125,"end":8.622757568359376},{"word":"on ","start":8.622757568359376,"end":8.7500302734375},{"word":"behalf ","start":8.7500302734375,"end":9.11912109375},{"word":"of ","start":9.11912109375,"end":9.213666748046874},{"word":"the ","start":9.213666748046874,"end":9.3200302734375},{"word":"National ","start":9.3200302734375,"end":9.720939453125},{"word":"Payroll ","start":9.720939453125,"end":10.131848388671875},{"word":"Institute, ","start":10.131848388671875,"end":10.628212158203125},{"word":"NPI. 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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":51.39663647460937,"end":51.6920908203125},{"word":"you. 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Is that something you’d be interested in reviewing?","words":[{"word":"Would ","start":111.02645458984375,"end":111.23736352539062},{"word":"you ","start":111.23736352539062,"end":111.35372729492188},{"word":"like ","start":111.35372729492188,"end":111.54372729492188},{"word":"me ","start":111.54372729492188,"end":111.63827270507812},{"word":"to ","start":111.63827270507812,"end":111.75463647460937},{"word":"send ","start":111.75463647460937,"end":111.97645458984375},{"word":"you ","start":111.97645458984375,"end":112.09281811523438},{"word":"an ","start":112.09281811523438,"end":112.21918188476562},{"word":"email ","start":112.21918188476562,"end":112.57827270507812},{"word":"with ","start":112.57827270507812,"end":112.72554541015624},{"word":"the ","start":112.72554541015624,"end":112.821},{"word":"procedure ","start":112.821,"end":113.30645458984375},{"word":"to ","start":113.30645458984375,"end":113.49645458984375},{"word":"renew ","start":113.49645458984375,"end":113.83372729492187},{"word":"your ","start":113.83372729492187,"end":113.9819091796875},{"word":"membership ","start":113.9819091796875,"end":114.46736352539062},{"word":"and ","start":114.46736352539062,"end":114.65736352539062},{"word":"reinstate ","start":114.65736352539062,"end":115.1319091796875},{"word":"your ","start":115.1319091796875,"end":115.25918188476562},{"word":"designation? 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To confirm, is your email address still valerieaj@directobjective.ca?","words":[{"word":"Great! ","start":122.70263647460938,"end":123.30445458984374},{"word":"To ","start":123.35473486328125,"end":123.49200756835937},{"word":"confirm, ","start":123.49200756835937,"end":123.93564404296875},{"word":"is ","start":123.93564404296875,"end":124.04109838867187},{"word":"your ","start":124.04109838867187,"end":124.1892802734375},{"word":"email ","start":124.1892802734375,"end":124.47382568359374},{"word":"address ","start":124.47382568359374,"end":124.74837109375},{"word":"still ","start":124.74837109375,"end":124.970189453125},{"word":"valerieaj@directobjective.ca?","start":124.970189453125,"end":125.68746215820312}],"metadata":{"response_id":7}},{"role":"user","content":"No. ","words":[{"word":"No. ","start":128.861,"end":129.18099999999998}]},{"role":"user","content":"It's valerie at direct objective dot c a. ","words":[{"word":"It's ","start":129.40099999999998,"end":129.96099999999998},{"word":"valerie ","start":131.111,"end":131.831},{"word":"at ","start":131.831,"end":132.23099},{"word":"direct ","start":132.23099,"end":132.71098999999998},{"word":"objective ","start":132.71098999999998,"end":133.43098999999998},{"word":"dot ","start":133.43098999999998,"end":133.75099999999998},{"word":"c ","start":133.75099999999998,"end":134.07099},{"word":"a. 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I’ve sent you an email with the detailed procedure to renew your membership and reinstate your designation. Once you receive the email, please follow the steps and submit the form.\n\nThank you for speaking with me today. 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----------------------------------------
EVENT: call_analyzed
CONTACT ID: 30542
CALL ID: call_451452a48f6fcb39dbef048ecf7
EMAIL2 (collected): NULL
FIELD 310 → HTTP 200
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FIELD 311 → HTTP 200
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FIELD 33 → HTTP 200
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FIELD 52 → HTTP 200
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FIELD 66 → HTTP 200
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FIELD 77 → HTTP 200
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FIELD 324 → HTTP 200
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FIELD 68 → HTTP 200
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FIELD 338 → HTTP 200
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FIELD 339 → HTTP 200
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FIELD 340 → HTTP 200
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FIELD 341 → HTTP 200
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FIELD 342 → HTTP 200
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FIELD 345 → HTTP 200
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FIELD 348 → HTTP 200
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FIELD 349 → HTTP 200
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========================================

========================================
📞 Retell Post-Call Webhook
🕒 2026-05-01 15:52:33
----------------------------------------
RAW:
{"event":"call_analyzed","call":{"call_id":"call_c6b50cc8ad8e928deca68c79a9d","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":40,"agent_name":"NPI LN PRO","retell_llm_dynamic_variables":{"first_name":"Valerie","last_name":"Ajayi","full_name":"Valerie Ajayi","contact_id":"30542","email":"valerieaj@directobjective.ca","orgname":"","member_type":"PRO","bloc_notes_ac":"2026 Apr 30 Attempted to reach Valerie but no answer.\n2026 May 01 contact wants to renew and sent the email - NPI# 30542\n2026 May 01 contact answered, initial value Help with Complex, satisfaction rated 2, declined to provide age range\n2026 May 01 contact answered, interested in renewal, updated email valerie@directobjective.ca, renewal email sent","number_of_passed_courses":"","extension":"","province":"","toronto_current_time":"2026-05-01T15:48:35-04:00","called_by":"","cancel_date":"2026-04-07","corp_cancel_date":"","paid_thru":"","company_paid_thru":"","the_withdrawal_date":"2026-04-07","the_withdrawal_duration":"24 days"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_c6b50cc8ad8e928deca68c79a9d","X-RetellAI-SipTraceId":"call_c6b50cc8ad8e928deca68c79a9d","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.122;lr>"},"call_status":"ended","start_timestamp":1777664955208,"end_timestamp":1777665146173,"duration_ms":190965,"transcript":"Agent: Hello, may I please speak with Valerie?\nUser: Sally speaking. \nAgent: Thank you, Sally. May I please speak with Valerie Ajayi?\nUser: That's me. \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: 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 \nUser: Three. \nAgent: designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: Three. Three. \nAgent: Thank you. I’ve recorded “Completing a specific payroll seminar.”\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: Sixty one and above. \nAgent: Thank you for letting me know.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: Could you explain more about that? \nAgent: Of course! As a Professional member of the National Payroll Institute, you receive:\n\n- Unlimited help with complex payroll compliance issues through our Payroll InfoLine.\n- Regular updates on changes in payroll legislation to help you stay current.\n- Preferred rates for professional development seminars and courses.\n- Opportunities to network with payroll professionals across Canada.\n- Support with recruiting payroll professionals.\n- Daily discounts at many retail stores and services through our MembersPerks program.\n\nRenewing your membership also allows you to keep or regain your professional designation, which can help advance your career and may lead to higher salaries.\n\nWould you like me to send you an email with the procedure to renew your membership and reinstate your designation?\nUser: Oh, okay. \nAgent: Thank you for considering it. Would you like me to send you an email with the detailed procedure to renew your membership and reinstate your designation?\nUser: Sure. \nUser: Okay. \nAgent: Thank you. I sent you an email with the detailed procedure to renew your membership and reinstate your designation. Once you receive the email, please follow the steps and submit the form.\n\nThank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Valerie?","words":[{"word":"Hello, ","start":0.96145458984375,"end":1.34145458984375},{"word":"may ","start":1.34145458984375,"end":1.51054541015625},{"word":"I ","start":1.51054541015625,"end":1.5950908203125},{"word":"please ","start":1.5950908203125,"end":1.8269091796875},{"word":"speak ","start":1.8269091796875,"end":2.037818115234375},{"word":"with ","start":2.037818115234375,"end":2.186},{"word":"Valerie?","start":2.186,"end":2.756}],"metadata":{"response_id":0}},{"role":"user","content":"Sally speaking. ","words":[{"word":"Sally ","start":4.063,"end":4.4629996},{"word":"speaking. ","start":4.4629996,"end":4.943}]},{"role":"agent","content":"Thank you, Sally. May I please speak with Valerie Ajayi?","words":[{"word":"Thank ","start":6.288727294921875,"end":6.552363525390625},{"word":"you, ","start":6.552363525390625,"end":6.668727294921875},{"word":"Sally. ","start":6.668727294921875,"end":7.249636474609375},{"word":"May ","start":7.302776611328125,"end":7.450958251953125},{"word":"I ","start":7.450958251953125,"end":7.53550390625},{"word":"please ","start":7.53550390625,"end":7.73550390625},{"word":"speak ","start":7.73550390625,"end":7.92550390625},{"word":"with ","start":7.92550390625,"end":8.0845947265625},{"word":"Valerie ","start":8.0845947265625,"end":8.4745947265625},{"word":"Ajayi?","start":8.4745947265625,"end":9.160958251953126}],"metadata":{"response_id":1}},{"role":"user","content":"That's me. ","words":[{"word":"That's ","start":10.163,"end":10.562999999999999},{"word":"me. ","start":10.562999999999999,"end":10.802999999999999}]},{"role":"agent","content":"Thank you for confirming. \n\nHi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Thank ","start":12.33454541015625,"end":12.588181884765625},{"word":"you ","start":12.588181884765625,"end":12.693636474609375},{"word":"for ","start":12.693636474609375,"end":12.82},{"word":"confirming.","start":12.82,"end":13.516363525390625},{"word":" \n\nHi.","start":13.566151611328126,"end":14.030697021484375},{"word":"My ","start":14.059492431640624,"end":14.19676513671875},{"word":"name ","start":14.19676513671875,"end":14.344947021484375},{"word":"is ","start":14.344947021484375,"end":14.460401611328125},{"word":"Ellen, ","start":14.460401611328125,"end":14.734947021484375},{"word":"and ","start":14.734947021484375,"end":14.8722197265625},{"word":"I’m ","start":14.8722197265625,"end":15.041310546875},{"word":"calling ","start":15.041310546875,"end":15.33676513671875},{"word":"on ","start":15.33676513671875,"end":15.45312890625},{"word":"behalf ","start":15.45312890625,"end":15.790401611328125},{"word":"of ","start":15.790401611328125,"end":15.89585595703125},{"word":"the ","start":15.89585595703125,"end":16.001310546875},{"word":"National ","start":16.001310546875,"end":16.444947021484374},{"word":"Payroll ","start":16.444947021484374,"end":16.84585595703125},{"word":"Institute, ","start":16.84585595703125,"end":17.3422197265625},{"word":"NPI. 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I’ve recorded “Completing a specific payroll seminar.”\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":55.11972729492187,"end":55.41518188476562},{"word":"you. 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","words":[{"word":"Four. ","start":69.633,"end":70.033}]},{"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? 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I’ve recorded “Completing a specific payroll seminar.”\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":55.11972729492187,"end":55.41518188476562},{"word":"you. 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","words":[{"word":"Four. ","start":69.633,"end":70.033}]},{"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? 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----------------------------------------
EVENT: call_analyzed
CONTACT ID: 30542
CALL ID: call_c6b50cc8ad8e928deca68c79a9d
EMAIL2 (collected): NULL
FIELD 310 → HTTP 200
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FIELD 311 → HTTP 200
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FIELD 33 → HTTP 200
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FIELD 52 → HTTP 200
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FIELD 66 → HTTP 200
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FIELD 77 → HTTP 200
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FIELD 324 → HTTP 200
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FIELD 68 → HTTP 200
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FIELD 338 → HTTP 200
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FIELD 339 → HTTP 200
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FIELD 340 → HTTP 200
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FIELD 341 → HTTP 200
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FIELD 342 → HTTP 200
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FIELD 345 → HTTP 200
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FIELD 348 → HTTP 200
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FIELD 349 → HTTP 200
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📞 Retell Post-Call Webhook
🕒 2026-05-01 16:17:16
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RAW:
{"event":"call_analyzed","call":{"call_id":"call_b2045b34c152ef4617d21624daa","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":40,"agent_name":"NPI LN PRO","retell_llm_dynamic_variables":{"first_name":"Valerie","last_name":"Ajayi","full_name":"Valerie Ajayi","contact_id":"30542","email":"valerieaj@directobjective.ca","orgname":"","member_type":"PRO","bloc_notes_ac":"2026 Apr 30 Attempted to reach Valerie but no answer.\n2026 May 01 contact wants to renew and sent the email - NPI# 30542\n2026 May 01 contact answered, initial value Help with Complex, satisfaction rated 2, declined to provide age range\n2026 May 01 contact answered, interested in renewal, updated email valerie@directobjective.ca, renewal email sent\n2026 May 01 contact agreed to renew and email sent with renewal procedure","number_of_passed_courses":"","extension":"","province":"","toronto_current_time":"2026-05-01T16:12:12-04:00","called_by":"","cancel_date":"2026-02-07","corp_cancel_date":"","paid_thru":"","company_paid_thru":"","the_withdrawal_date":"2026-02-07","the_withdrawal_duration":"2 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_b2045b34c152ef4617d21624daa","X-RetellAI-SipTraceId":"call_b2045b34c152ef4617d21624daa","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.122;lr>"},"call_status":"ended","start_timestamp":1777666400204,"end_timestamp":1777666629600,"duration_ms":229396,"transcript":"Agent: Hello, may I please speak with Valerie?\nUser: This is Ellie. \nAgent: Thank you, Ellie. May I please speak with Valerie Ajayi?\nUser: 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: Seven chicken. \nAgent: Thank you for your response. Just to clarify, are you able to answer a few questions about your membership experience with the National Payroll Institute?\nUser: Yeah. \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: Six. \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: Forty six to fifty. \nAgent: Thank you for letting me know.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nAgent: Just checking in—would you be interested in renewing your membership today, or would you like a bit more time to think about it?\nUser: Could you give me more info about that? \nAgent: Of course! Since your Professional membership lapsed about 2 months ago, you are still within the recent withdrawal period. This means you may be able to reinstate your designation without taking the PCP Reinstatement Exam, if you have a personal reason for not renewing on time. I recommend contacting our Professional Standards team at Credentialing at payroll dot C A to see if they can be flexible in your case. If not, you would need to complete the PCP Reinstatement Exam, which covers three components and requires a minimum grade of 65% in each.\n\nWould it be OK if I send you an email with the detailed procedure, including information about the PCP Reinstatement Exam, so you have everything in writing? May I confirm that your email address is valerieaj at directobjective dot C A?\nUser: No. That's not it. It's valerie at direct objective dot c a. \nAgent: Thank you for providing your email. Just to confirm, that’s valerie at direct objective dot C A, correct?\nUser: Correct. \nAgent: Thank you for confirming your email. 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.\nUser: \n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Valerie?","words":[{"word":"Hello, ","start":1.10345458984375,"end":1.48345458984375},{"word":"may ","start":1.48345458984375,"end":1.65254541015625},{"word":"I ","start":1.65254541015625,"end":1.726181884765625},{"word":"please ","start":1.726181884765625,"end":1.948},{"word":"speak ","start":1.948,"end":2.1589091796875},{"word":"with ","start":2.1589091796875,"end":2.285272705078125},{"word":"Valerie?","start":2.285272705078125,"end":2.855272705078125}],"metadata":{"response_id":0}},{"role":"user","content":"This is Ellie. ","words":[{"word":"This ","start":4.561,"end":4.8009997},{"word":"is ","start":4.8009997,"end":4.961},{"word":"Ellie. ","start":4.961,"end":5.361}]},{"role":"agent","content":"Thank you, Ellie. May I please speak with Valerie Ajayi?","words":[{"word":"Thank ","start":6.644636474609375,"end":6.887363525390625},{"word":"you, ","start":6.887363525390625,"end":7.014636474609375},{"word":"Ellie. ","start":7.014636474609375,"end":7.457363525390625},{"word":"May ","start":7.506401611328125,"end":7.675492431640625},{"word":"I ","start":7.675492431640625,"end":7.74912890625},{"word":"please ","start":7.74912890625,"end":7.98185595703125},{"word":"speak ","start":7.98185595703125,"end":8.17185595703125},{"word":"with ","start":8.17185595703125,"end":8.30912890625},{"word":"Valerie ","start":8.30912890625,"end":8.625492431640625},{"word":"Ajayi?","start":8.625492431640625,"end":9.280037841796876}],"metadata":{"response_id":1}},{"role":"user","content":"Speaking. ","words":[{"word":"Speaking. ","start":9.801,"end":10.281}]},{"role":"agent","content":"Thank you for confirming. \n\nHi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Thank ","start":11.761636474609375,"end":12.026181884765625},{"word":"you ","start":12.026181884765625,"end":12.194363525390624},{"word":"for ","start":12.194363525390624,"end":12.384363525390626},{"word":"confirming.","start":12.384363525390626,"end":13.12345458984375},{"word":" \n\nHi.","start":13.169526611328125,"end":13.634072021484375},{"word":"My ","start":13.652992431640625,"end":13.81117431640625},{"word":"name ","start":13.81117431640625,"end":13.96935595703125},{"word":"is ","start":13.96935595703125,"end":14.0957197265625},{"word":"Ellen, ","start":14.0957197265625,"end":14.402083251953124},{"word":"and ","start":14.402083251953124,"end":14.53935595703125},{"word":"I’m ","start":14.53935595703125,"end":14.6657197265625},{"word":"calling ","start":14.6657197265625,"end":14.95117431640625},{"word":"on ","start":14.95117431640625,"end":15.0457197265625},{"word":"behalf ","start":15.0457197265625,"end":15.372992431640625},{"word":"of ","start":15.372992431640625,"end":15.478447021484374},{"word":"the ","start":15.478447021484374,"end":15.583901611328125},{"word":"National ","start":15.583901611328125,"end":15.974810546875},{"word":"Payroll ","start":15.974810546875,"end":16.343901611328125},{"word":"Institute, ","start":16.343901611328125,"end":16.84026513671875},{"word":"NPI. 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","words":[{"word":"Seven ","start":26.521,"end":26.921},{"word":"chicken. ","start":26.921,"end":27.321001000000003}]},{"role":"agent","content":"Thank you for your response. Just to clarify, are you able to answer a few questions about your membership experience with the National Payroll Institute?","words":[{"word":"Thank ","start":29.505636474609375,"end":29.748363525390626},{"word":"you ","start":29.748363525390626,"end":29.853818115234375},{"word":"for ","start":29.853818115234375,"end":29.9810908203125},{"word":"your ","start":29.9810908203125,"end":30.128363525390625},{"word":"response.","start":30.128363525390625,"end":30.86745458984375},{"word":" Just ","start":30.91335986328125,"end":31.10335986328125},{"word":"to ","start":31.10335986328125,"end":31.198814453125},{"word":"clarify, ","start":31.198814453125,"end":31.695177978515623},{"word":"are ","start":31.695177978515623,"end":31.84245068359375},{"word":"you ","start":31.84245068359375,"end":31.979723388671875},{"word":"able ","start":31.979723388671875,"end":32.286087158203124},{"word":"to ","start":32.286087158203124,"end":32.43335986328125},{"word":"answer ","start":32.43335986328125,"end":32.83426904296875},{"word":"a ","start":32.83426904296875,"end":32.918814453125},{"word":"few ","start":32.918814453125,"end":33.07699609375},{"word":"questions ","start":33.07699609375,"end":33.74245068359375},{"word":"about ","start":33.74245068359375,"end":34.111541748046875},{"word":"your ","start":34.111541748046875,"end":34.248814453125},{"word":"membership ","start":34.248814453125,"end":34.64972338867187},{"word":"experience ","start":34.64972338867187,"end":35.13517797851563},{"word":"with ","start":35.13517797851563,"end":35.30426904296875},{"word":"the ","start":35.30426904296875,"end":35.39972338867187},{"word":"National ","start":35.39972338867187,"end":35.72699609375},{"word":"Payroll ","start":35.72699609375,"end":36.075177978515626},{"word":"Institute?","start":36.075177978515626,"end":36.78245068359375}],"metadata":{"response_id":3}},{"role":"user","content":"Yeah. ","words":[{"word":"Yeah. ","start":38.041000000000004,"end":38.361000000000004}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?","words":[{"word":"Perfect, ","start":40.06045458984375,"end":40.42954541015625},{"word":"now ","start":40.42954541015625,"end":40.5359091796875},{"word":"let’s ","start":40.5359091796875,"end":40.715},{"word":"begin ","start":40.715,"end":40.905},{"word":"with ","start":40.905,"end":41.01045458984375},{"word":"the ","start":41.01045458984375,"end":41.095},{"word":"first ","start":41.095,"end":41.3059091796875},{"word":"question. 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","start":64.311,"end":64.710995}]},{"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":67.61454541015625,"end":67.85727270507813},{"word":"you. 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","words":[{"word":"Three. ","start":79.261,"end":79.581}]},{"role":"agent","content":"Thank you for your feedback.\n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":81.67563647460938,"end":81.91836352539063},{"word":"you ","start":81.91836352539063,"end":82.04563647460938},{"word":"for ","start":82.04563647460938,"end":82.1829091796875},{"word":"your ","start":82.1829091796875,"end":82.33018188476562},{"word":"feedback.","start":82.33018188476562,"end":83.03745458984375},{"word":"\n\nNow, ","start":83.08665161132812,"end":83.25574243164063},{"word":"for ","start":83.25574243164063,"end":83.40392431640625},{"word":"statistical ","start":83.40392431640625,"end":83.97392431640625},{"word":"purposes ","start":83.97392431640625,"end":84.40665161132813},{"word":"only, ","start":84.40665161132813,"end":84.69119702148437},{"word":"could ","start":84.69119702148437,"end":84.83937890625},{"word":"you ","start":84.83937890625,"end":84.94483325195313},{"word":"please ","start":84.94483325195313,"end":85.17665161132813},{"word":"tell ","start":85.17665161132813,"end":85.387560546875},{"word":"us ","start":85.387560546875,"end":85.49392431640625},{"word":"your ","start":85.49392431640625,"end":85.64119702148437},{"word":"age ","start":85.64119702148437,"end":85.84210595703125},{"word":"range?","start":85.84210595703125,"end":86.38028784179687},{"word":" Is ","start":86.42831811523438,"end":86.5555908203125},{"word":"it ","start":86.5555908203125,"end":86.67104541015625},{"word":"18 ","start":86.67104541015625,"end":87.00922729492187},{"word":"to ","start":87.00922729492187,"end":87.10377270507813},{"word":"30?","start":87.10377270507813,"end":87.6955908203125},{"word":" 31 ","start":87.73415161132813,"end":88.00869702148438},{"word":"to ","start":88.00869702148438,"end":88.15687890625},{"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":"Could ","start":141.72099999999998,"end":142.041},{"word":"you ","start":142.041,"end":142.201},{"word":"give ","start":142.201,"end":142.361},{"word":"me ","start":142.361,"end":142.521},{"word":"more ","start":142.521,"end":142.761},{"word":"info ","start":142.761,"end":143.24099999999999},{"word":"about ","start":143.24099999999999,"end":143.641},{"word":"that? ","start":143.641,"end":143.96099999999998}]},{"role":"agent","content":"Of course! Since your Professional membership lapsed about 2 months ago, you are still within the recent withdrawal period. This means you may be able to reinstate your designation without taking the PCP Reinstatement Exam, if you have a personal reason for not renewing on time. I recommend contacting our Professional Standards team at Credentialing at payroll dot C A to see if they can be flexible in your case. If not, you would need to complete the PCP Reinstatement Exam, which covers three components and requires a minimum grade of 65% in each.\n\nWould it be OK if I send you an email with the detailed procedure, including information about the PCP Reinstatement Exam, so you have everything in writing? May I confirm that your email address is valerieaj at directobjective dot C A?","words":[{"word":"Of ","start":145.02645458984375,"end":145.17463647460937},{"word":"course! 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It's valerie at direct objective dot c a. ","words":[{"word":"No. ","start":188.381,"end":188.94099999999997},{"word":"That's ","start":188.94099999999997,"end":189.261},{"word":"not ","start":189.261,"end":189.42101},{"word":"it. ","start":189.42101,"end":189.66099999999997},{"word":"It's ","start":189.93099999999998,"end":190.331},{"word":"valerie ","start":190.331,"end":190.97099999999998},{"word":"at ","start":190.97099999999998,"end":191.37099999999998},{"word":"direct ","start":191.37099999999998,"end":191.851},{"word":"objective ","start":191.851,"end":192.49099999999999},{"word":"dot ","start":192.49099999999999,"end":192.891},{"word":"c ","start":192.891,"end":193.131},{"word":"a. ","start":193.131,"end":193.291}]},{"role":"agent","content":"Thank you for providing your email. 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","words":[{"word":"This ","start":4.561,"end":4.8009997},{"word":"is ","start":4.8009997,"end":4.961},{"word":"Ellie. ","start":4.961,"end":5.361}]},{"role":"agent","content":"Thank you, Ellie. May I please speak with Valerie Ajayi?","words":[{"word":"Thank ","start":6.644636474609375,"end":6.887363525390625},{"word":"you, ","start":6.887363525390625,"end":7.014636474609375},{"word":"Ellie. ","start":7.014636474609375,"end":7.457363525390625},{"word":"May ","start":7.506401611328125,"end":7.675492431640625},{"word":"I ","start":7.675492431640625,"end":7.74912890625},{"word":"please ","start":7.74912890625,"end":7.98185595703125},{"word":"speak ","start":7.98185595703125,"end":8.17185595703125},{"word":"with ","start":8.17185595703125,"end":8.30912890625},{"word":"Valerie ","start":8.30912890625,"end":8.625492431640625},{"word":"Ajayi?","start":8.625492431640625,"end":9.280037841796876}],"metadata":{"response_id":1}},{"role":"user","content":"Speaking. ","words":[{"word":"Speaking. ","start":9.801,"end":10.281}]},{"role":"agent","content":"Thank you for confirming. \n\nHi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Thank ","start":11.761636474609375,"end":12.026181884765625},{"word":"you ","start":12.026181884765625,"end":12.194363525390624},{"word":"for ","start":12.194363525390624,"end":12.384363525390626},{"word":"confirming.","start":12.384363525390626,"end":13.12345458984375},{"word":" \n\nHi.","start":13.169526611328125,"end":13.634072021484375},{"word":"My ","start":13.652992431640625,"end":13.81117431640625},{"word":"name ","start":13.81117431640625,"end":13.96935595703125},{"word":"is ","start":13.96935595703125,"end":14.0957197265625},{"word":"Ellen, ","start":14.0957197265625,"end":14.402083251953124},{"word":"and ","start":14.402083251953124,"end":14.53935595703125},{"word":"I’m ","start":14.53935595703125,"end":14.6657197265625},{"word":"calling ","start":14.6657197265625,"end":14.95117431640625},{"word":"on ","start":14.95117431640625,"end":15.0457197265625},{"word":"behalf ","start":15.0457197265625,"end":15.372992431640625},{"word":"of ","start":15.372992431640625,"end":15.478447021484374},{"word":"the ","start":15.478447021484374,"end":15.583901611328125},{"word":"National ","start":15.583901611328125,"end":15.974810546875},{"word":"Payroll ","start":15.974810546875,"end":16.343901611328125},{"word":"Institute, ","start":16.343901611328125,"end":16.84026513671875},{"word":"NPI. 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","words":[{"word":"Seven ","start":26.521,"end":26.921},{"word":"chicken. ","start":26.921,"end":27.321001000000003}]},{"role":"agent","content":"Thank you for your response. Just to clarify, are you able to answer a few questions about your membership experience with the National Payroll Institute?","words":[{"word":"Thank ","start":29.505636474609375,"end":29.748363525390626},{"word":"you ","start":29.748363525390626,"end":29.853818115234375},{"word":"for ","start":29.853818115234375,"end":29.9810908203125},{"word":"your ","start":29.9810908203125,"end":30.128363525390625},{"word":"response.","start":30.128363525390625,"end":30.86745458984375},{"word":" Just ","start":30.91335986328125,"end":31.10335986328125},{"word":"to ","start":31.10335986328125,"end":31.198814453125},{"word":"clarify, ","start":31.198814453125,"end":31.695177978515623},{"word":"are ","start":31.695177978515623,"end":31.84245068359375},{"word":"you ","start":31.84245068359375,"end":31.979723388671875},{"word":"able ","start":31.979723388671875,"end":32.286087158203124},{"word":"to ","start":32.286087158203124,"end":32.43335986328125},{"word":"answer ","start":32.43335986328125,"end":32.83426904296875},{"word":"a ","start":32.83426904296875,"end":32.918814453125},{"word":"few ","start":32.918814453125,"end":33.07699609375},{"word":"questions ","start":33.07699609375,"end":33.74245068359375},{"word":"about ","start":33.74245068359375,"end":34.111541748046875},{"word":"your ","start":34.111541748046875,"end":34.248814453125},{"word":"membership ","start":34.248814453125,"end":34.64972338867187},{"word":"experience ","start":34.64972338867187,"end":35.13517797851563},{"word":"with ","start":35.13517797851563,"end":35.30426904296875},{"word":"the ","start":35.30426904296875,"end":35.39972338867187},{"word":"National ","start":35.39972338867187,"end":35.72699609375},{"word":"Payroll ","start":35.72699609375,"end":36.075177978515626},{"word":"Institute?","start":36.075177978515626,"end":36.78245068359375}],"metadata":{"response_id":3}},{"role":"user","content":"Yeah. ","words":[{"word":"Yeah. ","start":38.041000000000004,"end":38.361000000000004}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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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":"Could ","start":141.72099999999998,"end":142.041},{"word":"you ","start":142.041,"end":142.201},{"word":"give ","start":142.201,"end":142.361},{"word":"me ","start":142.361,"end":142.521},{"word":"more ","start":142.521,"end":142.761},{"word":"info ","start":142.761,"end":143.24099999999999},{"word":"about ","start":143.24099999999999,"end":143.641},{"word":"that? ","start":143.641,"end":143.96099999999998}]},{"role":"agent","content":"Of course! Since your Professional membership lapsed about 2 months ago, you are still within the recent withdrawal period. This means you may be able to reinstate your designation without taking the PCP Reinstatement Exam, if you have a personal reason for not renewing on time. I recommend contacting our Professional Standards team at Credentialing at payroll dot C A to see if they can be flexible in your case. If not, you would need to complete the PCP Reinstatement Exam, which covers three components and requires a minimum grade of 65% in each.\n\nWould it be OK if I send you an email with the detailed procedure, including information about the PCP Reinstatement Exam, so you have everything in writing? May I confirm that your email address is valerieaj at directobjective dot C A?","words":[{"word":"Of ","start":145.02645458984375,"end":145.17463647460937},{"word":"course! 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----------------------------------------
EVENT: call_analyzed
CONTACT ID: 30542
CALL ID: call_b2045b34c152ef4617d21624daa
EMAIL2 (collected): NULL
FIELD 310 → HTTP 200
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FIELD 311 → HTTP 200
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FIELD 33 → HTTP 200
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FIELD 52 → HTTP 200
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FIELD 66 → HTTP 200
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FIELD 77 → HTTP 200
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FIELD 324 → HTTP 200
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FIELD 68 → HTTP 200
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FIELD 338 → HTTP 200
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FIELD 339 → HTTP 200
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FIELD 340 → HTTP 200
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FIELD 341 → HTTP 200
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FIELD 342 → HTTP 200
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FIELD 345 → HTTP 200
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FIELD 348 → HTTP 200
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FIELD 349 → HTTP 200
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========================================

========================================
📞 Retell Post-Call Webhook
🕒 2026-05-01 16:50:23
----------------------------------------
RAW:
{"event":"call_analyzed","call":{"call_id":"call_0148d3f0032d0d4d32e5f20a2a2","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":40,"agent_name":"NPI LN PRO","retell_llm_dynamic_variables":{"first_name":"Valerie","last_name":"Ajayi","full_name":"Valerie Ajayi","contact_id":"30542","email":"valerieaj@directobjective.ca","orgname":"","member_type":"PRO","bloc_notes_ac":"2026 Apr 30 Attempted to reach Valerie but no answer.\n2026 May 01 contact wants to renew and sent the email - NPI# 30542\n2026 May 01 contact answered, initial value Help with Complex, satisfaction rated 2, declined to provide age range\n2026 May 01 contact answered, interested in renewal, updated email valerie@directobjective.ca, renewal email sent\n2026 May 01 contact agreed to renew and email sent with renewal procedure\n2026 May 01 contact confirmed email and received renewal information - NPI# 30542","number_of_passed_courses":"","extension":"","province":"","toronto_current_time":"2026-05-01T16:47:00-04:00","called_by":"","cancel_date":"2026-02-07","corp_cancel_date":"","paid_thru":"","company_paid_thru":"","the_withdrawal_date":"2026-02-07","the_withdrawal_duration":"2 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_0148d3f0032d0d4d32e5f20a2a2","X-RetellAI-SipTraceId":"call_0148d3f0032d0d4d32e5f20a2a2","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.120;lr>"},"call_status":"ended","start_timestamp":1777668437835,"end_timestamp":1777668616358,"duration_ms":178523,"transcript":"Agent: Hello, may I please speak with Valerie?\nUser: Speaking. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Okay. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \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: Six. \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. 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: Sixty one and above. \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: Could you give me more information about that? \nAgent: Of course! As a Professional member, you receive unlimited support with complex payroll questions through our Payroll InfoLine, regular updates on payroll legislation, access to exclusive seminars at preferred rates, and opportunities to network with payroll professionals across Canada. You also get discounts through our MembersPerks program and support with recruiting payroll professionals.\nIf you’d like, I can send you an email with the detailed procedure to renew your membership and reinstate your designation. Would you like me to send that information to you?\nUser: Sure. Yes. \nAgent: Great, thank you. To confirm, is your email address still valerieaj@directobjective.ca?\nUser: No. It's valerie at direct objective dot c u. \nAgent: Thank you. Just to confirm, that’s valerie at direct objective dot C U, correct?\nUser: Valerie at direct objective dot c a. \nAgent: Thank you for confirming your email address. I have sent you an email with the detailed procedure to renew your membership and reinstate your designation. Once you receive the email, please complete the form and submit it.\n\nThank you for speaking with me today. Have a good day and goodbye.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Valerie?","words":[{"word":"Hello, ","start":0.938363525390625,"end":1.243818115234375},{"word":"may ","start":1.243818115234375,"end":1.3810908203125},{"word":"I ","start":1.3810908203125,"end":1.433818115234375},{"word":"please ","start":1.433818115234375,"end":1.634727294921875},{"word":"speak ","start":1.634727294921875,"end":1.824727294921875},{"word":"with ","start":1.824727294921875,"end":1.9510908203125},{"word":"Valerie?","start":1.9510908203125,"end":2.468363525390625}],"metadata":{"response_id":0}},{"role":"user","content":"Speaking. ","words":[{"word":"Speaking. 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I'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":6.160272705078125,"end":6.5720908203125},{"word":"My ","start":6.59107568359375,"end":6.738348388671875},{"word":"name ","start":6.738348388671875,"end":6.907439453125},{"word":"is ","start":6.907439453125,"end":7.033802978515625},{"word":"Ellen, ","start":7.033802978515625,"end":7.319257568359375},{"word":"and ","start":7.319257568359375,"end":7.4665302734375},{"word":"I’m ","start":7.4665302734375,"end":7.63562109375},{"word":"calling ","start":7.63562109375,"end":7.920166748046875},{"word":"on ","start":7.920166748046875,"end":8.004712158203125},{"word":"behalf ","start":8.004712158203125,"end":8.258348388671875},{"word":"of ","start":8.258348388671875,"end":8.32198486328125},{"word":"the ","start":8.32198486328125,"end":8.4165302734375},{"word":"National ","start":8.4165302734375,"end":8.743802978515625},{"word":"Payroll ","start":8.743802978515625,"end":9.08198486328125},{"word":"Institute, ","start":9.08198486328125,"end":9.577439453125},{"word":"NPI. 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To confirm, is your email address still valerieaj@directobjective.ca?","words":[{"word":"Great, ","start":137.95936352539061,"end":138.2120908203125},{"word":"thank ","start":138.2120908203125,"end":138.4239091796875},{"word":"you. ","start":138.4239091796875,"end":138.89845458984374},{"word":"To ","start":138.94435986328125,"end":139.039814453125},{"word":"confirm, ","start":139.039814453125,"end":139.69435986328125},{"word":"is ","start":139.69435986328125,"end":139.86345068359375},{"word":"your ","start":139.86345068359375,"end":140.02163256835937},{"word":"email ","start":140.02163256835937,"end":140.27435986328126},{"word":"address ","start":140.27435986328126,"end":140.569814453125},{"word":"still ","start":140.569814453125,"end":140.77072338867188},{"word":"valerieaj@directobjective.ca?","start":140.77072338867188,"end":141.519814453125}],"metadata":{"response_id":7}},{"role":"user","content":"No. It's valerie at direct objective dot c u. ","words":[{"word":"No. ","start":144.253,"end":144.57299},{"word":"It's ","start":144.57299,"end":144.813},{"word":"valerie ","start":144.813,"end":145.37299},{"word":"at ","start":145.37299,"end":145.613},{"word":"direct ","start":145.613,"end":146.01299},{"word":"objective ","start":146.01299,"end":146.57299},{"word":"dot ","start":146.57299,"end":146.893},{"word":"c ","start":146.893,"end":147.13299},{"word":"u. ","start":147.13299,"end":147.29299}]},{"role":"agent","content":"Thank you. Just to confirm, that’s valerie at direct objective dot C U, correct?","words":[{"word":"Thank ","start":148.7076364746094,"end":148.98218188476562},{"word":"you.","start":148.98218188476562,"end":149.35127270507812},{"word":" Just ","start":149.40210986328125,"end":149.58210986328126},{"word":"to ","start":149.58210986328126,"end":149.6766552734375},{"word":"confirm, ","start":149.6766552734375,"end":150.00392797851563},{"word":"that’s ","start":150.00392797851563,"end":150.21483715820312},{"word":"valerie ","start":150.21483715820312,"end":150.56392797851564},{"word":"at ","start":150.56392797851564,"end":150.66938256835937},{"word":"direct ","start":150.66938256835937,"end":150.94301904296876},{"word":"objective ","start":150.94301904296876,"end":151.407564453125},{"word":"dot ","start":151.407564453125,"end":151.61938256835938},{"word":"C ","start":151.61938256835938,"end":151.88301904296875},{"word":"U, ","start":151.88301904296875,"end":152.19938256835937},{"word":"correct?","start":152.19938256835937,"end":152.78029174804686}],"metadata":{"response_id":8}},{"role":"user","content":"Valerie at direct objective dot c a. ","words":[{"word":"Valerie ","start":154.053,"end":154.613},{"word":"at ","start":154.613,"end":154.93299},{"word":"direct ","start":154.93299,"end":155.41299999999998},{"word":"objective ","start":155.41299999999998,"end":156.053},{"word":"dot ","start":156.053,"end":156.453},{"word":"c ","start":156.453,"end":156.85299},{"word":"a. ","start":156.85299,"end":157.09299}]},{"role":"agent","content":"Thank you for confirming your email address. I have sent you an email with the detailed procedure to renew your membership and reinstate your designation. Once you receive the email, please complete the form and submit it.\n\nThank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"Thank ","start":161.24763647460938,"end":161.44854541015624},{"word":"you ","start":161.44854541015624,"end":161.5649091796875},{"word":"for ","start":161.5649091796875,"end":161.69127270507812},{"word":"confirming ","start":161.69127270507812,"end":162.1030908203125},{"word":"your ","start":162.1030908203125,"end":162.24036352539062},{"word":"email ","start":162.24036352539062,"end":162.514},{"word":"address. 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","words":[{"word":"Speaking. ","start":4.3229999999999995,"end":4.723}]},{"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":6.160272705078125,"end":6.5720908203125},{"word":"My ","start":6.59107568359375,"end":6.738348388671875},{"word":"name ","start":6.738348388671875,"end":6.907439453125},{"word":"is ","start":6.907439453125,"end":7.033802978515625},{"word":"Ellen, ","start":7.033802978515625,"end":7.319257568359375},{"word":"and ","start":7.319257568359375,"end":7.4665302734375},{"word":"I’m ","start":7.4665302734375,"end":7.63562109375},{"word":"calling ","start":7.63562109375,"end":7.920166748046875},{"word":"on ","start":7.920166748046875,"end":8.004712158203125},{"word":"behalf ","start":8.004712158203125,"end":8.258348388671875},{"word":"of ","start":8.258348388671875,"end":8.32198486328125},{"word":"the ","start":8.32198486328125,"end":8.4165302734375},{"word":"National ","start":8.4165302734375,"end":8.743802978515625},{"word":"Payroll ","start":8.743802978515625,"end":9.08198486328125},{"word":"Institute, ","start":9.08198486328125,"end":9.577439453125},{"word":"NPI. 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","words":[{"word":"Okay. ","start":19.193,"end":19.593}]},{"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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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":49.82072729492187,"end":50.1589091796875},{"word":"you. 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","words":[{"word":"Three. ","start":61.393,"end":61.632997}]},{"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":63.166636474609376,"end":63.4620908203125},{"word":"you. 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To confirm, is your email address still valerieaj@directobjective.ca?","words":[{"word":"Great, ","start":137.95936352539061,"end":138.2120908203125},{"word":"thank ","start":138.2120908203125,"end":138.4239091796875},{"word":"you. ","start":138.4239091796875,"end":138.89845458984374},{"word":"To ","start":138.94435986328125,"end":139.039814453125},{"word":"confirm, ","start":139.039814453125,"end":139.69435986328125},{"word":"is ","start":139.69435986328125,"end":139.86345068359375},{"word":"your ","start":139.86345068359375,"end":140.02163256835937},{"word":"email ","start":140.02163256835937,"end":140.27435986328126},{"word":"address ","start":140.27435986328126,"end":140.569814453125},{"word":"still ","start":140.569814453125,"end":140.77072338867188},{"word":"valerieaj@directobjective.ca?","start":140.77072338867188,"end":141.519814453125}],"metadata":{"response_id":7}},{"role":"user","content":"No. It's valerie at direct objective dot c u. ","words":[{"word":"No. ","start":144.253,"end":144.57299},{"word":"It's ","start":144.57299,"end":144.813},{"word":"valerie ","start":144.813,"end":145.37299},{"word":"at ","start":145.37299,"end":145.613},{"word":"direct ","start":145.613,"end":146.01299},{"word":"objective ","start":146.01299,"end":146.57299},{"word":"dot ","start":146.57299,"end":146.893},{"word":"c ","start":146.893,"end":147.13299},{"word":"u. ","start":147.13299,"end":147.29299}]},{"role":"agent","content":"Thank you. 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----------------------------------------
EVENT: call_analyzed
CONTACT ID: 30542
CALL ID: call_0148d3f0032d0d4d32e5f20a2a2
EMAIL2 (collected): NULL
FIELD 310 → HTTP 200
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FIELD 311 → HTTP 200
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FIELD 33 → HTTP 200
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FIELD 52 → HTTP 200
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FIELD 66 → HTTP 200
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FIELD 77 → HTTP 200
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FIELD 324 → HTTP 200
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FIELD 68 → HTTP 200
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FIELD 338 → HTTP 200
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FIELD 339 → HTTP 200
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FIELD 340 → HTTP 200
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FIELD 341 → HTTP 200
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FIELD 342 → HTTP 200
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FIELD 345 → HTTP 200
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FIELD 348 → HTTP 200
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FIELD 349 → HTTP 200
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