========================================
📞 Retell Post-Call Webhook
🕒 2026-05-20 11:42:48
----------------------------------------
RAW:
{"event":"call_analyzed","call":{"call_id":"call_c89afeb06d7b5812f7abc571c66","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":47,"agent_name":"NPI LN PRO","retell_llm_dynamic_variables":{"first_name":"Himanshu","last_name":"Himanshu","full_name":"Himanshu Himanshu","contact_id":"43367","email":"himanshu.bhadu@gmail.com","orgname":"Himanshu Accounting","member_type":"PRO","bloc_notes_ac":"LN Sept 30 2025 vm\n2026 May 14 - Reached voicemail, no message left\n2026 May 14 - Contact says reinstatement was waived and will be followed up; callback scheduled for 2026-05-18 09:00 - NPI# not provided\n2026 May 18 call reached voicemail, no contact made","number_of_passed_courses":"4","extension":"","province":"AB","toronto_current_time":"2026-05-20T11:42:00-04:00","called_by":"","cancel_date":"2025-09-03","corp_cancel_date":"","paid_thru":"2025-06-30","company_paid_thru":"","the_withdrawal_date":"2025-09-03","the_withdrawal_duration":"8 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_c89afeb06d7b5812f7abc571c66","X-RetellAI-SipTraceId":"call_c89afeb06d7b5812f7abc571c66","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.122;lr>"},"call_status":"ended","start_timestamp":1779291735211,"end_timestamp":1779291760593,"duration_ms":25382,"transcript":"Agent: Hello, may I please speak with Himanshu?\nUser: Yeah. Is Himanshu here? \nAgent: Thank you. Just to confirm, am I speaking with Himanshu?\nUser: Yeah. \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.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with Himanshu?","words":[{"word":"Hello, ","start":0.9529091796875,"end":1.22745458984375},{"word":"may ","start":1.22745458984375,"end":1.364727294921875},{"word":"I ","start":1.364727294921875,"end":1.428363525390625},{"word":"please ","start":1.428363525390625,"end":1.639272705078125},{"word":"speak ","start":1.639272705078125,"end":1.692},{"word":"with ","start":1.692,"end":1.850181884765625},{"word":"Himanshu?","start":1.850181884765625,"end":1.98745458984375}],"metadata":{"response_id":0}},{"role":"user","content":"Yeah. Is Himanshu here? ","words":[{"word":"Yeah. ","start":3.602,"end":4.0019998},{"word":"Is ","start":4.0019998,"end":4.162},{"word":"Himanshu ","start":4.162,"end":4.642},{"word":"here? ","start":4.642,"end":4.881999700000001}]},{"role":"agent","content":"Thank you. Just to confirm, am I speaking with Himanshu?","words":[{"word":"Thank ","start":6.2629091796875,"end":6.52654541015625},{"word":"you.","start":6.52654541015625,"end":6.875636474609375},{"word":" Just ","start":6.890617431640625,"end":7.069708251953125},{"word":"to ","start":7.069708251953125,"end":7.16425390625},{"word":"confirm, ","start":7.16425390625,"end":7.566072021484375},{"word":"am ","start":7.566072021484375,"end":7.681526611328125},{"word":"I ","start":7.681526611328125,"end":7.756072021484375},{"word":"speaking ","start":7.756072021484375,"end":8.040617431640625},{"word":"with ","start":8.040617431640625,"end":8.16698095703125},{"word":"Himanshu?","start":8.16698095703125,"end":8.86425390625}],"metadata":{"response_id":3}},{"role":"user","content":"Yeah. ","words":[{"word":"Yeah. ","start":10.192,"end":10.432}]},{"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":11.4509091796875,"end":11.693636474609375},{"word":"you ","start":11.693636474609375,"end":11.81},{"word":"for ","start":11.81,"end":11.957272705078125},{"word":"confirming.","start":11.957272705078125,"end":12.65454541015625},{"word":" \n\nHi.","start":12.701193115234375,"end":13.165738525390625},{"word":"My ","start":13.18320068359375,"end":13.309564453125},{"word":"name ","start":13.309564453125,"end":13.435927978515625},{"word":"is ","start":13.435927978515625,"end":13.531382568359374},{"word":"Ellen, ","start":13.531382568359374,"end":13.76320068359375},{"word":"and ","start":13.76320068359375,"end":13.8686552734375},{"word":"I’m ","start":13.8686552734375,"end":14.016837158203124},{"word":"calling ","start":14.016837158203124,"end":14.301382568359376},{"word":"on ","start":14.301382568359376,"end":14.406837158203125},{"word":"behalf ","start":14.406837158203125,"end":14.671382568359375},{"word":"of ","start":14.671382568359375,"end":14.74501904296875},{"word":"the ","start":14.74501904296875,"end":14.829564453125},{"word":"National ","start":14.829564453125,"end":15.156837158203125},{"word":"Payroll ","start":15.156837158203125,"end":15.462291748046875},{"word":"Institute, ","start":15.462291748046875,"end":15.969564453125},{"word":"NPI. 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Is Himanshu here? ","words":[{"word":"Yeah. ","start":3.602,"end":4.0019998},{"word":"Is ","start":4.0019998,"end":4.162},{"word":"Himanshu ","start":4.162,"end":4.642},{"word":"here? ","start":4.642,"end":4.881999700000001}]},{"role":"agent","content":"Thank you. Just to confirm, am I speaking with Himanshu?","words":[{"word":"Thank ","start":6.2629091796875,"end":6.52654541015625},{"word":"you.","start":6.52654541015625,"end":6.875636474609375},{"word":" Just ","start":6.890617431640625,"end":7.069708251953125},{"word":"to ","start":7.069708251953125,"end":7.16425390625},{"word":"confirm, ","start":7.16425390625,"end":7.566072021484375},{"word":"am ","start":7.566072021484375,"end":7.681526611328125},{"word":"I ","start":7.681526611328125,"end":7.756072021484375},{"word":"speaking ","start":7.756072021484375,"end":8.040617431640625},{"word":"with ","start":8.040617431640625,"end":8.16698095703125},{"word":"Himanshu?","start":8.16698095703125,"end":8.86425390625}],"metadata":{"response_id":3}},{"role":"user","content":"Yeah. ","words":[{"word":"Yeah. ","start":10.192,"end":10.432}]},{"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":11.4509091796875,"end":11.693636474609375},{"word":"you ","start":11.693636474609375,"end":11.81},{"word":"for ","start":11.81,"end":11.957272705078125},{"word":"confirming.","start":11.957272705078125,"end":12.65454541015625},{"word":" \n\nHi.","start":12.701193115234375,"end":13.165738525390625},{"word":"My ","start":13.18320068359375,"end":13.309564453125},{"word":"name ","start":13.309564453125,"end":13.435927978515625},{"word":"is ","start":13.435927978515625,"end":13.531382568359374},{"word":"Ellen, ","start":13.531382568359374,"end":13.76320068359375},{"word":"and ","start":13.76320068359375,"end":13.8686552734375},{"word":"I’m ","start":13.8686552734375,"end":14.016837158203124},{"word":"calling ","start":14.016837158203124,"end":14.301382568359376},{"word":"on ","start":14.301382568359376,"end":14.406837158203125},{"word":"behalf ","start":14.406837158203125,"end":14.671382568359375},{"word":"of ","start":14.671382568359375,"end":14.74501904296875},{"word":"the ","start":14.74501904296875,"end":14.829564453125},{"word":"National ","start":14.829564453125,"end":15.156837158203125},{"word":"Payroll ","start":15.156837158203125,"end":15.462291748046875},{"word":"Institute, ","start":15.462291748046875,"end":15.969564453125},{"word":"NPI. 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----------------------------------------
EVENT: call_analyzed
CONTACT ID: 43367
CALL ID: call_c89afeb06d7b5812f7abc571c66
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 77 → HTTP 200
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FIELD 338 → HTTP 200
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FIELD 339 → HTTP 200
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FIELD 340 → HTTP 200
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FIELD 341 → HTTP 200
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FIELD 342 → HTTP 200
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FIELD 345 → HTTP 200
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FIELD 348 → HTTP 200
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FIELD 349 → HTTP 200
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========================================

========================================
📞 Retell Post-Call Webhook
🕒 2026-05-20 13:37:10
----------------------------------------
RAW:
{"event":"call_analyzed","call":{"call_id":"call_b0b02c60d25017c8a1fb4c9d569","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":47,"agent_name":"NPI LN PRO","retell_llm_dynamic_variables":{"first_name":"Chynwe","last_name":"Austin","full_name":"Chynwe Austin","contact_id":"39805","email":"orijflame@gmail.com","orgname":"","member_type":"PRO","bloc_notes_ac":"June 30 2025 vm\r\nLN / 01 October 2025 Survey completed - very frustrated that she rated her satisfaction as \"zero\". Someone from NPI should call her - she said that she sent her cheque for renewal after being a member for several years but it was retuned to her without any explanation\n2026 May 14 - Gatekeeper answered; contact not available.\n2026 May 19 contact wants to renew but requested callback for next day","number_of_passed_courses":"4","extension":"","province":"AB","toronto_current_time":"2026-05-19T13:12:00-04:00","called_by":"","cancel_date":"2024-05-16","corp_cancel_date":"","paid_thru":"","company_paid_thru":"","the_withdrawal_date":"2024-05-16","the_withdrawal_duration":"2 years"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_b0b02c60d25017c8a1fb4c9d569","X-RetellAI-SipTraceId":"call_b0b02c60d25017c8a1fb4c9d569","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.120;lr>"},"call_status":"ended","start_timestamp":1779298338099,"end_timestamp":1779298621703,"duration_ms":283604,"transcript":"User: Hello? \nAgent: Hello, may I please speak with Chynwe?\nUser: Hello? \nAgent: Hello, am I speaking with Chynwe?\nUser: Sure. How are you? \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I'm calling \nUser: How are you? \nAgent: today as we noticed \nUser: Mhmm. \nAgent: Thank you \nUser: I said, how are you? \nAgent: Thank you for asking, I’m doing well. I appreciate \nUser: Okay. \nAgent: you taking my call. \n\nI'm calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: I'm going to I'm going to activate it today that last time I wanted to activate, somebody rejected me not at activate, which I wasn't really happy about. And so I'm going to reset my membership I'm still I'm still a member of NTI. \nAgent: Thank you for letting me know. I’m sorry to hear about your previous experience. I’d be happy to help you with the process to reinstate your membership and designation.\n\nIs it OK \nUser: Okay. \nAgent: if I send you an email with the detailed procedure to renew your Professional membership and reinstate your designation? May I confirm that your \nUser: That would be that would be great. \nAgent: Thank you. Just to confirm, is your email address orijflame@gmail.com still the best one to reach you?\nUser: Yes, please. \nAgent: Thank you for confirming. I’ve sent you an email with the detailed procedure to renew your membership and reinstate your designation. Once you \nUser: Okay. \nAgent: receive the email, please complete the form and submit it.\nIf you’re ready, I’d like to ask you a few short survey questions about your membership experience. May I continue?\nUser: Okay. \nUser: That's good. \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: You mentioned a lot of things that I was able to grab. You mentioned a lot of things. I wasn't able to grab fully very well, you know, because you did fast. Everything you mentioned is actually quite push me. Mostly to make sure, you know, you know, paying employees, If employee work with that, they they if you if you work without getting money, it become it become sad. So making them happy. Once they get them money, or put the work done, everybody's happy. They're making sure that employee are being paid correctly and in time. \nAgent: Thank you for sharing that. It sounds like the main value for you was making sure employees are paid correctly and on time, and staying current with payroll compliance. Would you say the best \nUser: Yeah. \nAgent: option is:\n1. Receiving help with \nUser: Yes. \nUser: Yes. And then making sure that we do all the return. To CRA and making sure that we're in good to see deal with the rules and regulation of the of the payroll. \nAgent: Thank you for clarifying. I’ll record your answer as “Receiving help with complex payroll compliance issues.”\n\nNow, on a scale \nUser: Mhmm. \nAgent: 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: Well, I'll put it's supposed to be five, but I'll put four because of how I was treated. Because two years ago, I wasn't in great shape. I have to a lot, to be frank. I said, let me give you a little different. So before I travel, I start paying my I paid in my dues. So I travel out out of the country. I wasn't in good shape. I travel out. So I got back about four months. I discovered I did the check was returned. I called back. Oh, they said, oh, forget it. You're you know, I wasn't happy about it. I said, I've been a member for almost going to seven, eight years. Why should I return my visa? I told them the situation I was in that I haven't been in country. I travel, and I was sick, and that's actually what made me to not to continue. I dropped it a little bit. But now because this is I mean, membership of it and I want to continue being So that's why I want to reinstate it. No matter what the price is going to cost me again. \nAgent: Thank you for sharing your experience and for your honesty. I’ll record your satisfaction as 4 out of 5.\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: Fifty one on both. \nUser: The set top's not. \nAgent: Thank you. I’ll record your age range as 46 to 60.\n\nThank you for speaking with me today. Have a good day and goodbye.\nUser: Good day. Goodbye. \nAgent: Thank you for your time. Goodbye.\n","transcript_object":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":1.2189998999999998,"end":1.4589999}]},{"role":"agent","content":"Hello, may I please speak with Chynwe?","words":[{"word":"Hello, ","start":1.1349091796875,"end":1.40945458984375},{"word":"may ","start":1.40945458984375,"end":1.546727294921875},{"word":"I ","start":1.546727294921875,"end":1.620363525390625},{"word":"please ","start":1.620363525390625,"end":1.842181884765625},{"word":"speak ","start":1.842181884765625,"end":1.874},{"word":"with ","start":1.874,"end":2.032181884765625},{"word":"Chynwe?","start":2.032181884765625,"end":2.15854541015625}],"metadata":{"response_id":0}},{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":3.589,"end":3.9089999}]},{"role":"agent","content":"Hello, am I speaking with Chynwe?","words":[{"word":"Hello, ","start":3.5349091796875,"end":3.80945458984375},{"word":"am ","start":3.80945458984375,"end":3.935818115234375},{"word":"I ","start":3.935818115234375,"end":3.99945458984375},{"word":"speaking ","start":3.99945458984375,"end":4.315818115234375},{"word":"with ","start":4.315818115234375,"end":4.442181884765625},{"word":"Chynwe?","start":4.442181884765625,"end":5.0330908203125}],"metadata":{"response_id":1}},{"role":"user","content":"Sure. How are you? ","words":[{"word":"Sure. ","start":5.7390003,"end":6.3790000000000004},{"word":"How ","start":6.3790000000000004,"end":6.6990003},{"word":"are ","start":6.6990003,"end":6.859},{"word":"you? ","start":6.859,"end":6.939}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. 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I appreciate ","words":[{"word":"Thank ","start":20.1409091796875,"end":20.362727294921875},{"word":"you ","start":20.362727294921875,"end":20.468181884765624},{"word":"for ","start":20.468181884765624,"end":20.60545458984375},{"word":"asking, ","start":20.60545458984375,"end":21.006363525390626},{"word":"I’m ","start":21.006363525390626,"end":21.301818115234376},{"word":"doing ","start":21.301818115234376,"end":21.533636474609374},{"word":"well.","start":21.533636474609374,"end":21.977272705078125},{"word":" I ","start":22.00682568359375,"end":22.134098388671877},{"word":"appreciate ","start":22.134098388671877,"end":22.545007568359374}],"metadata":{"response_id":6}},{"role":"user","content":"Okay. ","words":[{"word":"Okay. 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And so I'm going to reset my membership I'm still I'm still a member of NTI. 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I’d be happy to help you with the process to reinstate your membership and designation.\n\nIs it OK ","words":[{"word":"Thank ","start":54.7889091796875,"end":55.03163647460938},{"word":"you ","start":55.03163647460938,"end":55.148},{"word":"for ","start":55.148,"end":55.28527270507813},{"word":"letting ","start":55.28527270507813,"end":55.5389091796875},{"word":"me ","start":55.5389091796875,"end":55.62254541015625},{"word":"know. ","start":55.62254541015625,"end":55.99254541015625},{"word":"I’m ","start":56.041318115234375,"end":56.1785908203125},{"word":"sorry ","start":56.1785908203125,"end":56.3795},{"word":"to ","start":56.3795,"end":56.45313647460937},{"word":"hear ","start":56.45313647460937,"end":56.5804091796875},{"word":"about ","start":56.5804091796875,"end":56.72768188476562},{"word":"your ","start":56.72768188476562,"end":56.85404541015625},{"word":"previous ","start":56.85404541015625,"end":57.22404541015625},{"word":"experience. 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","words":[{"word":"Okay. ","start":62.639002999999995,"end":62.959002}]},{"role":"agent","content":"if I send you an email with the detailed procedure to renew your Professional membership and reinstate your designation? May I confirm that your ","words":[{"word":"if ","start":62.57410595703125,"end":62.679560546875},{"word":"I ","start":62.679560546875,"end":62.76410595703125},{"word":"send ","start":62.76410595703125,"end":62.97501513671875},{"word":"you ","start":62.97501513671875,"end":63.0804697265625},{"word":"an ","start":63.0804697265625,"end":63.20683325195313},{"word":"email ","start":63.20683325195313,"end":63.53410595703125},{"word":"with ","start":63.53410595703125,"end":63.70319702148438},{"word":"the ","start":63.70319702148438,"end":63.80865161132812},{"word":"detailed ","start":63.80865161132812,"end":64.15683325195313},{"word":"procedure ","start":64.15683325195313,"end":64.63228784179688},{"word":"to ","start":64.63228784179688,"end":64.779560546875},{"word":"renew ","start":64.779560546875,"end":65.04410595703125},{"word":"your ","start":65.04410595703125,"end":65.18137890625},{"word":"Professional ","start":65.18137890625,"end":65.62410595703125},{"word":"membership ","start":65.62410595703125,"end":66.099560546875},{"word":"and ","start":66.099560546875,"end":66.26774243164063},{"word":"reinstate ","start":66.26774243164063,"end":66.679560546875},{"word":"your ","start":66.679560546875,"end":66.80592431640625},{"word":"designation? ","start":66.80592431640625,"end":67.58774243164062},{"word":"May ","start":67.62773486328125,"end":67.76500756835938},{"word":"I ","start":67.76500756835938,"end":67.82773486328125},{"word":"confirm ","start":67.82773486328125,"end":68.13409838867187},{"word":"that ","start":68.13409838867187,"end":68.25046215820312},{"word":"your ","start":68.25046215820312,"end":68.39773486328124}],"metadata":{"response_id":11}},{"role":"user","content":"That would be that would be great. ","words":[{"word":"That ","start":68.16899400000001,"end":68.48899},{"word":"would ","start":68.48899,"end":68.649},{"word":"be ","start":68.649,"end":68.88899500000001},{"word":"that ","start":69.769,"end":70.16900000000001},{"word":"would ","start":70.16900000000001,"end":70.32900500000001},{"word":"be ","start":70.32900500000001,"end":70.489},{"word":"great. ","start":70.489,"end":70.649005}]},{"role":"agent","content":"Thank you. Just to confirm, is your email address orijflame@gmail.com still the best one to reach you?","words":[{"word":"Thank ","start":71.71481811523438,"end":71.97845458984375},{"word":"you.","start":71.97845458984375,"end":72.40027270507812},{"word":" Just ","start":72.45098486328125,"end":72.66280297851563},{"word":"to ","start":72.66280297851563,"end":72.76825756835937},{"word":"confirm, ","start":72.76825756835937,"end":73.22189404296876},{"word":"is ","start":73.22189404296876,"end":73.38007568359374},{"word":"your ","start":73.38007568359374,"end":73.51734838867188},{"word":"email ","start":73.51734838867188,"end":73.84462109375},{"word":"address ","start":73.84462109375,"end":74.2355302734375},{"word":"orijflame@gmail.c","start":74.2355302734375,"end":74.79462109375},{"word":"om ","start":75.98299243164062,"end":76.13117431640624},{"word":"still ","start":76.13117431640624,"end":76.31026513671875},{"word":"the ","start":76.31026513671875,"end":76.394810546875},{"word":"best ","start":76.394810546875,"end":76.57390161132813},{"word":"one ","start":76.57390161132813,"end":76.69026513671875},{"word":"to ","start":76.69026513671875,"end":76.774810546875},{"word":"reach ","start":76.774810546875,"end":76.964810546875},{"word":"you?","start":76.964810546875,"end":77.27117431640625}],"metadata":{"response_id":12}},{"role":"user","content":"Yes, please. ","words":[{"word":"Yes, ","start":78.13899500000001,"end":78.539},{"word":"please. ","start":78.539,"end":78.619}]},{"role":"agent","content":"Thank you for confirming. I’ve sent you an email with the detailed procedure to renew your membership and reinstate your designation. 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","words":[{"word":"Okay. ","start":88.57900500000001,"end":88.899005}]},{"role":"agent","content":"receive the email, please complete the form and submit it.\nIf you’re ready, I’d like to ask you a few short survey questions about your membership experience. 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Is it 18 to 30, 31 to 45, 46 to 60, or 61 or above?","words":[{"word":"Thank ","start":253.8449091796875,"end":254.13036352539064},{"word":"you ","start":254.13036352539064,"end":254.2567272949219},{"word":"for ","start":254.2567272949219,"end":254.3830908203125},{"word":"sharing ","start":254.3830908203125,"end":254.62581811523438},{"word":"your ","start":254.62581811523438,"end":254.65763647460938},{"word":"experience ","start":254.65763647460938,"end":254.784},{"word":"and ","start":254.784,"end":255.2803635253906},{"word":"for ","start":255.2803635253906,"end":255.39672729492187},{"word":"your ","start":255.39672729492187,"end":255.50218188476563},{"word":"honesty.","start":255.50218188476563,"end":255.66036352539064},{"word":" I’ll ","start":256.32277661132815,"end":256.523685546875},{"word":"record ","start":256.523685546875,"end":256.80823095703124},{"word":"your ","start":256.80823095703124,"end":256.94550390625},{"word":"satisfaction ","start":256.94550390625,"end":257.52641284179685},{"word":"as ","start":257.52641284179685,"end":257.663685546875},{"word":"4 ","start":257.663685546875,"end":257.84277661132813},{"word":"out ","start":257.84277661132813,"end":257.95914013671876},{"word":"of ","start":257.95914013671876,"end":258.043685546875},{"word":"5.\n","start":258.043685546875,"end":258.68732202148436},{"word":"\nNow, ","start":258.68732202148436,"end":258.8982309570313},{"word":"for ","start":258.8982309570313,"end":259.0564128417969},{"word":"statistical ","start":259.0564128417969,"end":259.59550390625},{"word":"purposes ","start":259.59550390625,"end":260.0809582519531},{"word":"only, ","start":260.0809582519531,"end":260.523685546875},{"word":"could ","start":260.523685546875,"end":260.713685546875},{"word":"you ","start":260.713685546875,"end":260.8191401367188},{"word":"please ","start":260.8191401367188,"end":261.05186743164063},{"word":"tell ","start":261.05186743164063,"end":261.2518674316406},{"word":"us ","start":261.2518674316406,"end":261.36823095703124},{"word":"your ","start":261.36823095703124,"end":261.51641284179686},{"word":"age ","start":261.51641284179686,"end":261.70641284179686},{"word":"range?","start":261.70641284179686,"end":262.1918674316406},{"word":" Is ","start":262.21207568359375,"end":262.40207568359375},{"word":"it ","start":262.40207568359375,"end":262.4857121582031},{"word":"18 ","start":262.4857121582031,"end":262.80298486328127},{"word":"to ","start":262.80298486328127,"end":262.87662109375},{"word":"30, ","start":262.87662109375,"end":263.25662109375},{"word":"31 ","start":263.25662109375,"end":263.54116674804686},{"word":"to ","start":263.54116674804686,"end":263.668439453125},{"word":"45, ","start":263.668439453125,"end":263.7420756835937},{"word":"46 ","start":263.7420756835937,"end":263.98480297851563},{"word":"to ","start":263.98480297851563,"end":264.2802575683594},{"word":"60, ","start":264.2802575683594,"end":264.54389404296876},{"word":"or ","start":264.54389404296876,"end":264.76571215820314},{"word":"61 ","start":264.76571215820314,"end":264.8502575683594},{"word":"or ","start":264.8502575683594,"end":265.28298486328123},{"word":"above?","start":265.28298486328123,"end":265.6311667480469}],"metadata":{"response_id":25}},{"role":"user","content":"Fifty one on both. ","words":[{"word":"Fifty ","start":267.809,"end":268.209},{"word":"one ","start":268.209,"end":268.369},{"word":"on ","start":268.369,"end":268.609},{"word":"both. ","start":268.609,"end":268.769}]},{"role":"user","content":"The set top's not. ","words":[{"word":"The ","start":269.349,"end":269.589},{"word":"set ","start":269.589,"end":269.829},{"word":"top's ","start":269.829,"end":270.149},{"word":"not. ","start":270.149,"end":270.309}]},{"role":"agent","content":"Thank you. I’ll record your age range as 46 to 60.\n\nThank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"Thank ","start":273.0409091796875,"end":273.3263635253906},{"word":"you.","start":273.3263635253906,"end":273.69545458984373},{"word":" I’ll ","start":273.73248486328123,"end":273.9643029785156},{"word":"record ","start":273.9643029785156,"end":274.24975756835937},{"word":"your ","start":274.24975756835937,"end":274.417939453125},{"word":"age ","start":274.417939453125,"end":274.63975756835936},{"word":"range ","start":274.63975756835936,"end":274.9352121582031},{"word":"as ","start":274.9352121582031,"end":275.10430297851565},{"word":"46 ","start":275.10430297851565,"end":275.3470302734375},{"word":"to ","start":275.3470302734375,"end":275.5370302734375},{"word":"60.\n","start":275.5370302734375,"end":275.62157568359373},{"word":"\nThank ","start":275.62157568359373,"end":276.37066674804686},{"word":"you ","start":276.37066674804686,"end":276.6033940429688},{"word":"for ","start":276.6033940429688,"end":276.697939453125},{"word":"speaking ","start":276.697939453125,"end":276.8252121582031},{"word":"with ","start":276.8252121582031,"end":277.15157568359376},{"word":"me ","start":277.15157568359376,"end":277.28884838867185},{"word":"today. 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Goodbye.","words":[{"word":"Thank ","start":281.9359091796875,"end":282.1786364746094},{"word":"you ","start":282.1786364746094,"end":282.295},{"word":"for ","start":282.295,"end":282.4322727050781},{"word":"your ","start":282.4322727050781,"end":282.57954541015624},{"word":"time. ","start":282.57954541015624,"end":283.01227270507815},{"word":"Goodbye.","start":283.03095068359374,"end":283.56913256835935}],"metadata":{"response_id":28}}],"transcript_with_tool_calls":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? 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I'm calling ","words":[{"word":"Hi.","start":8.176727294921875,"end":8.7149091796875},{"word":"My ","start":8.72745068359375,"end":8.8429052734375},{"word":"name ","start":8.8429052734375,"end":8.991087158203126},{"word":"is ","start":8.991087158203126,"end":9.11745068359375},{"word":"Ellen, ","start":9.11745068359375,"end":9.444723388671875},{"word":"and ","start":9.444723388671875,"end":9.5929052734375},{"word":"I’m ","start":9.5929052734375,"end":9.71926904296875},{"word":"calling ","start":9.71926904296875,"end":9.9829052734375},{"word":"on ","start":9.9829052734375,"end":10.08835986328125},{"word":"behalf ","start":10.08835986328125,"end":10.44745068359375},{"word":"of ","start":10.44745068359375,"end":10.53199609375},{"word":"the ","start":10.53199609375,"end":10.63745068359375},{"word":"National ","start":10.63745068359375,"end":10.964723388671874},{"word":"Payroll ","start":10.964723388671874,"end":11.30199609375},{"word":"Institute, ","start":11.30199609375,"end":11.80926904296875},{"word":"NPI. 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","start":15.269,"end":15.589}]},{"role":"agent","content":"Thank you ","words":[{"word":"Thank ","start":17.9069091796875,"end":18.18145458984375},{"word":"you ","start":18.18145458984375,"end":18.2869091796875}],"metadata":{"response_id":5}},{"role":"user","content":"I said, how are you? ","words":[{"word":"I ","start":17.679,"end":17.999},{"word":"said, ","start":17.999,"end":18.238999999999997},{"word":"how ","start":18.238999999999997,"end":18.398999999999997},{"word":"are ","start":18.398999999999997,"end":18.479},{"word":"you? ","start":18.479,"end":18.558999}]},{"role":"agent","content":"Thank you for asking, I’m doing well. I appreciate ","words":[{"word":"Thank ","start":20.1409091796875,"end":20.362727294921875},{"word":"you ","start":20.362727294921875,"end":20.468181884765624},{"word":"for ","start":20.468181884765624,"end":20.60545458984375},{"word":"asking, ","start":20.60545458984375,"end":21.006363525390626},{"word":"I’m ","start":21.006363525390626,"end":21.301818115234376},{"word":"doing ","start":21.301818115234376,"end":21.533636474609374},{"word":"well.","start":21.533636474609374,"end":21.977272705078125},{"word":" I ","start":22.00682568359375,"end":22.134098388671877},{"word":"appreciate ","start":22.134098388671877,"end":22.545007568359374}],"metadata":{"response_id":6}},{"role":"user","content":"Okay. ","words":[{"word":"Okay. ","start":22.589,"end":22.909}]},{"role":"agent","content":"you taking my call. \n\nI'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":"you ","start":22.545007568359374,"end":22.650462158203126},{"word":"taking ","start":22.650462158203126,"end":22.904098388671876},{"word":"my ","start":22.904098388671876,"end":23.009552978515625},{"word":"call. 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And so I'm going to reset my membership I'm still I'm still a member of NTI. 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I’d be happy to help you with the process to reinstate your membership and designation.\n\nIs it OK ","words":[{"word":"Thank ","start":54.7889091796875,"end":55.03163647460938},{"word":"you ","start":55.03163647460938,"end":55.148},{"word":"for ","start":55.148,"end":55.28527270507813},{"word":"letting ","start":55.28527270507813,"end":55.5389091796875},{"word":"me ","start":55.5389091796875,"end":55.62254541015625},{"word":"know. ","start":55.62254541015625,"end":55.99254541015625},{"word":"I’m ","start":56.041318115234375,"end":56.1785908203125},{"word":"sorry ","start":56.1785908203125,"end":56.3795},{"word":"to ","start":56.3795,"end":56.45313647460937},{"word":"hear ","start":56.45313647460937,"end":56.5804091796875},{"word":"about ","start":56.5804091796875,"end":56.72768188476562},{"word":"your ","start":56.72768188476562,"end":56.85404541015625},{"word":"previous ","start":56.85404541015625,"end":57.22404541015625},{"word":"experience. 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","words":[{"word":"Okay. ","start":62.639002999999995,"end":62.959002}]},{"role":"agent","content":"if I send you an email with the detailed procedure to renew your Professional membership and reinstate your designation? May I confirm that your ","words":[{"word":"if ","start":62.57410595703125,"end":62.679560546875},{"word":"I ","start":62.679560546875,"end":62.76410595703125},{"word":"send ","start":62.76410595703125,"end":62.97501513671875},{"word":"you ","start":62.97501513671875,"end":63.0804697265625},{"word":"an ","start":63.0804697265625,"end":63.20683325195313},{"word":"email ","start":63.20683325195313,"end":63.53410595703125},{"word":"with ","start":63.53410595703125,"end":63.70319702148438},{"word":"the ","start":63.70319702148438,"end":63.80865161132812},{"word":"detailed ","start":63.80865161132812,"end":64.15683325195313},{"word":"procedure ","start":64.15683325195313,"end":64.63228784179688},{"word":"to ","start":64.63228784179688,"end":64.779560546875},{"word":"renew ","start":64.779560546875,"end":65.04410595703125},{"word":"your ","start":65.04410595703125,"end":65.18137890625},{"word":"Professional ","start":65.18137890625,"end":65.62410595703125},{"word":"membership ","start":65.62410595703125,"end":66.099560546875},{"word":"and ","start":66.099560546875,"end":66.26774243164063},{"word":"reinstate ","start":66.26774243164063,"end":66.679560546875},{"word":"your ","start":66.679560546875,"end":66.80592431640625},{"word":"designation? ","start":66.80592431640625,"end":67.58774243164062},{"word":"May ","start":67.62773486328125,"end":67.76500756835938},{"word":"I ","start":67.76500756835938,"end":67.82773486328125},{"word":"confirm ","start":67.82773486328125,"end":68.13409838867187},{"word":"that ","start":68.13409838867187,"end":68.25046215820312},{"word":"your ","start":68.25046215820312,"end":68.39773486328124}],"metadata":{"response_id":11}},{"role":"user","content":"That would be that would be great. ","words":[{"word":"That ","start":68.16899400000001,"end":68.48899},{"word":"would ","start":68.48899,"end":68.649},{"word":"be ","start":68.649,"end":68.88899500000001},{"word":"that ","start":69.769,"end":70.16900000000001},{"word":"would ","start":70.16900000000001,"end":70.32900500000001},{"word":"be ","start":70.32900500000001,"end":70.489},{"word":"great. ","start":70.489,"end":70.649005}]},{"role":"agent","content":"Thank you. Just to confirm, is your email address orijflame@gmail.com still the best one to reach you?","words":[{"word":"Thank ","start":71.71481811523438,"end":71.97845458984375},{"word":"you.","start":71.97845458984375,"end":72.40027270507812},{"word":" Just ","start":72.45098486328125,"end":72.66280297851563},{"word":"to ","start":72.66280297851563,"end":72.76825756835937},{"word":"confirm, ","start":72.76825756835937,"end":73.22189404296876},{"word":"is ","start":73.22189404296876,"end":73.38007568359374},{"word":"your ","start":73.38007568359374,"end":73.51734838867188},{"word":"email ","start":73.51734838867188,"end":73.84462109375},{"word":"address ","start":73.84462109375,"end":74.2355302734375},{"word":"orijflame@gmail.c","start":74.2355302734375,"end":74.79462109375},{"word":"om ","start":75.98299243164062,"end":76.13117431640624},{"word":"still ","start":76.13117431640624,"end":76.31026513671875},{"word":"the ","start":76.31026513671875,"end":76.394810546875},{"word":"best ","start":76.394810546875,"end":76.57390161132813},{"word":"one ","start":76.57390161132813,"end":76.69026513671875},{"word":"to ","start":76.69026513671875,"end":76.774810546875},{"word":"reach ","start":76.774810546875,"end":76.964810546875},{"word":"you?","start":76.964810546875,"end":77.27117431640625}],"metadata":{"response_id":12}},{"role":"user","content":"Yes, please. 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I’ve sent you an email with the detailed procedure to renew your membership and reinstate your designation. Once you ","words":[{"word":"Thank ","start":81.8849091796875,"end":82.12763647460937},{"word":"you ","start":82.12763647460937,"end":82.244},{"word":"for ","start":82.244,"end":82.40218188476562},{"word":"confirming.","start":82.40218188476562,"end":83.08854541015624},{"word":" I’ve ","start":83.14315161132812,"end":83.38587890625},{"word":"sent ","start":83.38587890625,"end":83.60769702148437},{"word":"you ","start":83.60769702148437,"end":83.724060546875},{"word":"an ","start":83.724060546875,"end":83.84042431640626},{"word":"email ","start":83.84042431640626,"end":84.17769702148438},{"word":"with ","start":84.17769702148438,"end":84.3149697265625},{"word":"the ","start":84.3149697265625,"end":84.42042431640625},{"word":"detailed ","start":84.42042431640625,"end":84.83224243164062},{"word":"procedure ","start":84.83224243164062,"end":85.30678784179688},{"word":"to ","start":85.30678784179688,"end":85.42315161132812},{"word":"renew ","start":85.42315161132812,"end":85.69769702148437},{"word":"your ","start":85.69769702148437,"end":85.8349697265625},{"word":"membership ","start":85.8349697265625,"end":86.37315161132813},{"word":"and ","start":86.37315161132813,"end":86.5949697265625},{"word":"reinstate ","start":86.5949697265625,"end":87.06951513671875},{"word":"your ","start":87.06951513671875,"end":87.20678784179688},{"word":"designation.","start":87.20678784179688,"end":88.04042431640624},{"word":" Once ","start":88.08469311523437,"end":88.26469311523438},{"word":"you ","start":88.26469311523438,"end":88.4019658203125}],"metadata":{"response_id":13}},{"role":"user","content":"Okay. ","words":[{"word":"Okay. ","start":88.57900500000001,"end":88.899005}]},{"role":"agent","content":"receive the email, please complete the form and submit it.\nIf you’re ready, I’d like to ask you a few short survey questions about your membership experience. May I continue?","words":[{"word":"receive ","start":88.4019658203125,"end":88.71832958984375},{"word":"the ","start":88.71832958984375,"end":88.83469311523437},{"word":"email, ","start":88.83469311523437,"end":89.1619658203125},{"word":"please ","start":89.1619658203125,"end":89.42560229492187},{"word":"complete ","start":89.42560229492187,"end":89.752875},{"word":"the ","start":89.752875,"end":89.84742041015625},{"word":"form ","start":89.84742041015625,"end":90.05923852539063},{"word":"and ","start":90.05923852539063,"end":90.1537841796875},{"word":"submit ","start":90.1537841796875,"end":90.44923852539063},{"word":"it.","start":90.44923852539063,"end":90.74469311523437},{"word":"\nIf ","start":90.76420068359376,"end":90.96420068359375},{"word":"you’re ","start":90.96420068359375,"end":91.15420068359376},{"word":"ready, ","start":91.15420068359376,"end":91.51329174804688},{"word":"I’d ","start":91.51329174804688,"end":91.70329174804688},{"word":"like ","start":91.70329174804688,"end":91.840564453125},{"word":"to ","start":91.840564453125,"end":91.94601904296874},{"word":"ask ","start":91.94601904296874,"end":92.16783715820313},{"word":"you ","start":92.16783715820313,"end":92.29420068359374},{"word":"a ","start":92.29420068359374,"end":92.37874609375},{"word":"few ","start":92.37874609375,"end":92.53692797851562},{"word":"short ","start":92.53692797851562,"end":92.790564453125},{"word":"survey ","start":92.790564453125,"end":93.13874609375},{"word":"questions ","start":93.13874609375,"end":93.5396552734375},{"word":"about ","start":93.5396552734375,"end":93.750564453125},{"word":"your ","start":93.750564453125,"end":93.88783715820313},{"word":"membership ","start":93.88783715820313,"end":94.320564453125},{"word":"experience. 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Is it 18 to 30, 31 to 45, 46 to 60, or 61 or above?","words":[{"word":"Thank ","start":253.8449091796875,"end":254.13036352539064},{"word":"you ","start":254.13036352539064,"end":254.2567272949219},{"word":"for ","start":254.2567272949219,"end":254.3830908203125},{"word":"sharing ","start":254.3830908203125,"end":254.62581811523438},{"word":"your ","start":254.62581811523438,"end":254.65763647460938},{"word":"experience ","start":254.65763647460938,"end":254.784},{"word":"and ","start":254.784,"end":255.2803635253906},{"word":"for ","start":255.2803635253906,"end":255.39672729492187},{"word":"your ","start":255.39672729492187,"end":255.50218188476563},{"word":"honesty.","start":255.50218188476563,"end":255.66036352539064},{"word":" I’ll ","start":256.32277661132815,"end":256.523685546875},{"word":"record ","start":256.523685546875,"end":256.80823095703124},{"word":"your ","start":256.80823095703124,"end":256.94550390625},{"word":"satisfaction ","start":256.94550390625,"end":257.52641284179685},{"word":"as ","start":257.52641284179685,"end":257.663685546875},{"word":"4 ","start":257.663685546875,"end":257.84277661132813},{"word":"out ","start":257.84277661132813,"end":257.95914013671876},{"word":"of ","start":257.95914013671876,"end":258.043685546875},{"word":"5.\n","start":258.043685546875,"end":258.68732202148436},{"word":"\nNow, ","start":258.68732202148436,"end":258.8982309570313},{"word":"for ","start":258.8982309570313,"end":259.0564128417969},{"word":"statistical ","start":259.0564128417969,"end":259.59550390625},{"word":"purposes ","start":259.59550390625,"end":260.0809582519531},{"word":"only, ","start":260.0809582519531,"end":260.523685546875},{"word":"could ","start":260.523685546875,"end":260.713685546875},{"word":"you ","start":260.713685546875,"end":260.8191401367188},{"word":"please ","start":260.8191401367188,"end":261.05186743164063},{"word":"tell ","start":261.05186743164063,"end":261.2518674316406},{"word":"us ","start":261.2518674316406,"end":261.36823095703124},{"word":"your ","start":261.36823095703124,"end":261.51641284179686},{"word":"age ","start":261.51641284179686,"end":261.70641284179686},{"word":"range?","start":261.70641284179686,"end":262.1918674316406},{"word":" Is ","start":262.21207568359375,"end":262.40207568359375},{"word":"it ","start":262.40207568359375,"end":262.4857121582031},{"word":"18 ","start":262.4857121582031,"end":262.80298486328127},{"word":"to ","start":262.80298486328127,"end":262.87662109375},{"word":"30, ","start":262.87662109375,"end":263.25662109375},{"word":"31 ","start":263.25662109375,"end":263.54116674804686},{"word":"to ","start":263.54116674804686,"end":263.668439453125},{"word":"45, ","start":263.668439453125,"end":263.7420756835937},{"word":"46 ","start":263.7420756835937,"end":263.98480297851563},{"word":"to ","start":263.98480297851563,"end":264.2802575683594},{"word":"60, ","start":264.2802575683594,"end":264.54389404296876},{"word":"or ","start":264.54389404296876,"end":264.76571215820314},{"word":"61 ","start":264.76571215820314,"end":264.8502575683594},{"word":"or ","start":264.8502575683594,"end":265.28298486328123},{"word":"above?","start":265.28298486328123,"end":265.6311667480469}],"metadata":{"response_id":25}},{"role":"user","content":"Fifty one on both. ","words":[{"word":"Fifty ","start":267.809,"end":268.209},{"word":"one ","start":268.209,"end":268.369},{"word":"on ","start":268.369,"end":268.609},{"word":"both. ","start":268.609,"end":268.769}]},{"role":"user","content":"The set top's not. ","words":[{"word":"The ","start":269.349,"end":269.589},{"word":"set ","start":269.589,"end":269.829},{"word":"top's ","start":269.829,"end":270.149},{"word":"not. ","start":270.149,"end":270.309}]},{"role":"agent","content":"Thank you. I’ll record your age range as 46 to 60.\n\nThank you for speaking with me today. 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----------------------------------------
EVENT: call_analyzed
CONTACT ID: 39805
CALL ID: call_b0b02c60d25017c8a1fb4c9d569
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
🕒 2026-05-20 14:32:02
----------------------------------------
RAW:
{"event":"call_analyzed","call":{"call_id":"call_c3ab5c04eb54c7dc80ee8620bfe","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":47,"agent_name":"NPI LN PRO","retell_llm_dynamic_variables":{"first_name":"Mandakini","last_name":"Chawriya","full_name":"Mandakini Chawriya","contact_id":"39121","email":"mcm226@hotmail.com","orgname":"Hearing Solutions","member_type":"PRO","bloc_notes_ac":"Survey completed  She is no longer in payroll . She has just changed to Admin and client services.\n2026 May 19 callback scheduled for 2026-05-20 14:00 - NPI# 39121","number_of_passed_courses":"4","extension":"","province":"ON","toronto_current_time":"2026-05-19T14:57:00-04:00","called_by":"","cancel_date":"2025-01-07","corp_cancel_date":"","paid_thru":"2024-10-31","company_paid_thru":"","the_withdrawal_date":"2025-01-07","the_withdrawal_duration":"1 year and 4 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_c3ab5c04eb54c7dc80ee8620bfe","X-RetellAI-SipTraceId":"call_c3ab5c04eb54c7dc80ee8620bfe","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.121;lr>"},"call_status":"ended","start_timestamp":1779301692152,"end_timestamp":1779301914853,"duration_ms":222701,"transcript":"Agent: Hello, may I please speak with Mandakini?\nUser: Yeah. This is Mandy. \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, please go ahead. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. Advancing your payroll career. \n\nWhich one best describes your situation?\nUser: The first three are the ones. \nAgent: Thank you for sharing that. If you had to pick just one that was the most important to you, which would it be: receiving help with complex payroll compliance issues, staying current with payroll legislation, or completing a specific payroll seminar?\nUser: First and second. \nAgent: Thank you for clarifying. If you had to choose just one—would it be receiving help with complex payroll compliance issues, or staying current with payroll legislation?\nUser: I think with the payroll legislation. \nAgent: Thank you. I’ve recorded “staying current with payroll legislation.”\n\nNow, on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied, how would you rate your overall satisfaction with your NPI membership experience?\nUser: K. Four point five. \nAgent: Thank you. Would you say that’s closer to 4 or 5?\nUser: Closer to five. \nAgent: Thank you for that. \n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30, 31 to 45, 46 to 60, or 61 or above?\nUser: Forty two two whatever the the \nAgent: Thank you. That would be 31 to 45. I’ve recorded that.\n\nWe’d love to see you gain \nUser: No. No. No. No. No. The forty five two above. \nAgent: Thank you for \nUser: The forty five one. Yeah. \nAgent: Thank you for confirming. I’ve recorded your age range as 31 to 45.\n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks.\n\nWould you be open to renewing your membership today?\nUser: Not now. \nAgent: Thank you for letting me know. Quick question: can you please tell us in one sentence why you no longer wish to be a member?\nUser: I don't have exact answer right now, but I was having some issues, you know, family issues and the thing. I was very busy and not able to renew on time. \nUser: So and I thought it's okay now. I'm just switching my know, career in some other field. So I won't be using that that much. So that's the reason. \nAgent: Thank you for sharing that with me. Would you be willing to answer a few more survey questions to help us improve our services?\nUser: No. That's it. Because I'm at work, so that much I cannot. \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 Mandakini?","words":[{"word":"Hello, ","start":0.9729091796875,"end":1.3210908203125},{"word":"may ","start":1.3210908203125,"end":1.479272705078125},{"word":"I ","start":1.479272705078125,"end":1.553818115234375},{"word":"please ","start":1.553818115234375,"end":1.764727294921875},{"word":"speak ","start":1.764727294921875,"end":1.79654541015625},{"word":"with ","start":1.79654541015625,"end":1.954727294921875},{"word":"Mandakini?","start":1.954727294921875,"end":2.1029091796875}],"metadata":{"response_id":0}},{"role":"user","content":"Yeah. This is Mandy. ","words":[{"word":"Yeah. ","start":3.6869998,"end":3.927},{"word":"This ","start":3.927,"end":4.167},{"word":"is ","start":4.167,"end":4.247},{"word":"Mandy. ","start":4.247,"end":4.567}]},{"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":6.149636474609375,"end":6.6769091796875},{"word":"My ","start":6.702742431640625,"end":6.86092431640625},{"word":"name ","start":6.86092431640625,"end":7.05092431640625},{"word":"is ","start":7.05092431640625,"end":7.188197021484375},{"word":"Ellen, ","start":7.188197021484375,"end":7.462742431640625},{"word":"and ","start":7.462742431640625,"end":7.558197021484375},{"word":"I’m ","start":7.558197021484375,"end":7.6954697265625},{"word":"calling ","start":7.6954697265625,"end":7.948197021484375},{"word":"on ","start":7.948197021484375,"end":8.043651611328125},{"word":"behalf ","start":8.043651611328125,"end":8.318197021484375},{"word":"of ","start":8.318197021484375,"end":8.391833251953125},{"word":"the ","start":8.391833251953125,"end":8.48637890625},{"word":"National ","start":8.48637890625,"end":8.8454697265625},{"word":"Payroll ","start":8.8454697265625,"end":9.204560546875},{"word":"Institute, ","start":9.204560546875,"end":9.742742431640625},{"word":"NPI. 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","words":[{"word":"First ","start":67.267,"end":67.667},{"word":"and ","start":67.667,"end":67.907},{"word":"second. ","start":67.907,"end":68.227}]},{"role":"agent","content":"Thank you for clarifying. If you had to choose just one—would it be receiving help with complex payroll compliance issues, or staying current with payroll legislation?","words":[{"word":"Thank ","start":69.4429091796875,"end":69.69654541015625},{"word":"you ","start":69.69654541015625,"end":69.802},{"word":"for ","start":69.802,"end":69.93927270507812},{"word":"clarifying. 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Four point five. ","words":[{"word":"K. ","start":97.197006,"end":97.517005},{"word":"Four ","start":97.517005,"end":97.757},{"word":"point ","start":97.757,"end":97.997},{"word":"five. ","start":97.997,"end":98.31700000000001}]},{"role":"agent","content":"Thank you. Would you say that’s closer to 4 or 5?","words":[{"word":"Thank ","start":100.2259091796875,"end":100.50045458984376},{"word":"you. 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","start":105.607,"end":105.847}]},{"role":"agent","content":"Thank you for that. \n\nNow, for statistical purposes only, could you please tell us your age range? Is it 18 to 30, 31 to 45, 46 to 60, or 61 or above?","words":[{"word":"Thank ","start":107.5229091796875,"end":107.76563647460938},{"word":"you ","start":107.76563647460938,"end":107.882},{"word":"for ","start":107.882,"end":107.99836352539063},{"word":"that. 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That would be 31 to 45. I’ve recorded that.\n\nWe’d love to see you gain ","words":[{"word":"Thank ","start":124.7849091796875,"end":125.10218188476563},{"word":"you.","start":125.10218188476563,"end":125.524},{"word":" That ","start":125.57077661132813,"end":125.73986743164062},{"word":"would ","start":125.73986743164062,"end":125.89804931640624},{"word":"be ","start":125.89804931640624,"end":125.9725947265625},{"word":"31 ","start":125.9725947265625,"end":126.20441284179688},{"word":"to ","start":126.20441284179688,"end":126.33077661132812},{"word":"45. 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Would you be willing to answer a few more survey questions to help us improve our services?","words":[{"word":"Thank ","start":208.4529091796875,"end":208.68563647460937},{"word":"you ","start":208.68563647460937,"end":208.8010908203125},{"word":"for ","start":208.8010908203125,"end":208.92836352539064},{"word":"sharing ","start":208.92836352539064,"end":209.14927270507812},{"word":"that ","start":209.14927270507812,"end":209.1810908203125},{"word":"with ","start":209.1810908203125,"end":209.30745458984376},{"word":"me. 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Because I'm at work, so that much I cannot. ","words":[{"word":"No. ","start":214.16699999999997,"end":214.647},{"word":"That's ","start":214.647,"end":214.96699999999998},{"word":"it. ","start":214.96699999999998,"end":215.28699999999998},{"word":"Because ","start":215.28699999999998,"end":215.44699999999997},{"word":"I'm ","start":215.44699999999997,"end":215.68699999999998},{"word":"at ","start":215.68699999999998,"end":215.84699999999998},{"word":"work, ","start":215.84699999999998,"end":216.327},{"word":"so ","start":216.327,"end":216.647},{"word":"that ","start":217.297,"end":217.61701},{"word":"much ","start":217.61701,"end":217.857},{"word":"I ","start":217.857,"end":218.09699999999998},{"word":"cannot. ","start":218.09699999999998,"end":218.337}]},{"role":"agent","content":"Thank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"Thank ","start":219.8569091796875,"end":220.07872729492186},{"word":"you ","start":220.07872729492186,"end":220.1950908203125},{"word":"for ","start":220.1950908203125,"end":220.34236352539062},{"word":"speaking ","start":220.34236352539062,"end":220.68054541015624},{"word":"with ","start":220.68054541015624,"end":220.75418188476561},{"word":"me ","start":220.75418188476561,"end":220.92327270507812},{"word":"today. 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This is Mandy. ","words":[{"word":"Yeah. ","start":3.6869998,"end":3.927},{"word":"This ","start":3.927,"end":4.167},{"word":"is ","start":4.167,"end":4.247},{"word":"Mandy. ","start":4.247,"end":4.567}]},{"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":"Yeah, ","start":24.446998,"end":24.847},{"word":"please ","start":24.847,"end":25.007},{"word":"go ","start":25.007,"end":25.167},{"word":"ahead. ","start":25.167,"end":25.327}]},{"role":"agent","content":"Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n\n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. \n6. 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","words":[{"word":"First ","start":67.267,"end":67.667},{"word":"and ","start":67.667,"end":67.907},{"word":"second. ","start":67.907,"end":68.227}]},{"role":"agent","content":"Thank you for clarifying. If you had to choose just one—would it be receiving help with complex payroll compliance issues, or staying current with payroll legislation?","words":[{"word":"Thank ","start":69.4429091796875,"end":69.69654541015625},{"word":"you ","start":69.69654541015625,"end":69.802},{"word":"for ","start":69.802,"end":69.93927270507812},{"word":"clarifying. 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Would you be willing to answer a few more survey questions to help us improve our services?","words":[{"word":"Thank ","start":208.4529091796875,"end":208.68563647460937},{"word":"you ","start":208.68563647460937,"end":208.8010908203125},{"word":"for ","start":208.8010908203125,"end":208.92836352539064},{"word":"sharing ","start":208.92836352539064,"end":209.14927270507812},{"word":"that ","start":209.14927270507812,"end":209.1810908203125},{"word":"with ","start":209.1810908203125,"end":209.30745458984376},{"word":"me. 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Because I'm at work, so that much I cannot. ","words":[{"word":"No. ","start":214.16699999999997,"end":214.647},{"word":"That's ","start":214.647,"end":214.96699999999998},{"word":"it. ","start":214.96699999999998,"end":215.28699999999998},{"word":"Because ","start":215.28699999999998,"end":215.44699999999997},{"word":"I'm ","start":215.44699999999997,"end":215.68699999999998},{"word":"at ","start":215.68699999999998,"end":215.84699999999998},{"word":"work, ","start":215.84699999999998,"end":216.327},{"word":"so ","start":216.327,"end":216.647},{"word":"that ","start":217.297,"end":217.61701},{"word":"much ","start":217.61701,"end":217.857},{"word":"I ","start":217.857,"end":218.09699999999998},{"word":"cannot. ","start":218.09699999999998,"end":218.337}]},{"role":"agent","content":"Thank you for speaking with me today. 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Mandakini shared that she initially joined to stay current with payroll legislation, rated her experience close to 5, but declined to renew due to personal and career changes. The agent concluded the call after Mandakini declined further survey questions.","in_voicemail":false,"user_sentiment":"Neutral","call_successful":true,"custom_analysis_data":{"Not-Renewed-Want-to-Renew":"No","Send-Application-Form":"","Mini-NPS":"5","One-Sentence-not-Renewed":"I was having some family issues and busy, and now switching career fields so I won't be using the membership much.","int_code":"01","Initial-value":"Stay Current","PRO-other-reasons-not-to-renew":"","Age-Range":"31-45","bloc_notes":"2026 May 20 contact declined renewal due to personal and career changes","Other-member-benefit":"","call_summary_title":"Membership renewal declined due to career change","Human Reached":true,"Human or not":"Yes","Call answered":true,"Call Flow Completion Rate":"90%. Official opening delivered after identity confirmation (+0%), all relevant questions asked except last survey questions (-10%), valid outcome assigned (+5%), approved closing spoken (+5%).","Official Opening Gate Accuracy":"100%. Official opening was spoken only after identity confirmation and not to gatekeeper.","Survey Order Integrity Score":"100%. Questions were asked in correct order with no violations.","Skip Logic Accuracy":"100%. Logical branching was correct as renewal email was not sent and survey ended after refusal.","Verbatim Survey Compliance":"85%. Most questions matched script wording closely except slight paraphrasing in age question and satisfaction rating.","Mandatory Phrase Detection":"Yes. Phrases like 'for statistical purposes' and approved closing sentence were present, and no renewal email was sent so that phrase was not required.","Debug Analytical Variables":"Call Flow Completion Rate is 90% because the official opening was delivered correctly, all initial questions were asked, but the last survey questions were skipped due to user refusal. Official Opening Gate Accuracy is 100% as the opening was only after identity confirmation. Survey Order Integrity Score is 100% as questions followed the correct sequence. Skip Logic Accuracy is 100% because the call flow correctly ended after refusal without sending renewal email. Verbatim Survey Compliance is 85% due to minor paraphrasing but overall adherence to script. Mandatory Phrase Detection is Yes because required phrases were present and no renewal email was sent, so that phrase was not applicable.","IVR_detector":"No","call_sequence":"Refused communication","Lead Status":"Refused","called_by":"+14375242727","Withdrawal date":"2025-01-07","LN PRO Withdrawal Duration Status":"3 months - 30 months"}},"data_storage_setting":"everything","llm_token_usage":{"values":[9128,9137,10167,10256,10190,10273,10200,10088,10210,10466,10419,10378,9644,9664,10504,10650,10725,11034,11039,10707,10636,10643,10627],"average":10295,"num_requests":23},"tool_calls":[{"tool_call_id":"9804f995af8fd222","name":"end_call","type":"end_call","start_time_sec":222.696}],"from_number":"+14375242727","to_number":"+14165900770","direction":"outbound"},"event_timestamp":1779301923238}
----------------------------------------
EVENT: call_analyzed
CONTACT ID: 39121
CALL ID: call_c3ab5c04eb54c7dc80ee8620bfe
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 201
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FIELD 77 → HTTP 200
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FIELD 324 → HTTP 201
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FIELD 68 → HTTP 200
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FIELD 2 → 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
🕒 2026-05-20 15:49:23
----------------------------------------
RAW:
{"event":"call_analyzed","call":{"call_id":"call_9bee2b77eb3d123b060a41b869f","call_type":"phone_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":47,"agent_name":"NPI LN PRO","retell_llm_dynamic_variables":{"first_name":"Michele","last_name":"Scott","full_name":"Michele Scott","contact_id":"48218","email":"michele@heddo.com","orgname":"Gestion Métrique / Metric Management","member_type":"PRO","bloc_notes_ac":"2026-05-19 Dial no answer, phone: +15144532222\n2026 May 19 callback scheduled for 2026-05-20 15:30","number_of_passed_courses":"4","extension":"","province":"QC","toronto_current_time":"2026-05-19T15:12:02-04:00","called_by":"","cancel_date":"2026-03-03","corp_cancel_date":"","paid_thru":"2025-12-31","company_paid_thru":"","the_withdrawal_date":"2026-03-03","the_withdrawal_duration":"2 months"},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_9bee2b77eb3d123b060a41b869f","X-RetellAI-SipTraceId":"call_9bee2b77eb3d123b060a41b869f","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.121;lr>"},"call_status":"not_connected","start_timestamp":1779306563746,"end_timestamp":1779306563746,"duration_ms":0,"transcript":"","transcript_object":[],"transcript_with_tool_calls":[],"public_log_url":"https://dxc03zgurdly9.cloudfront.net/64c03f99c6bcda63f298065e5e5b64bf1b62778bf3957deb93d084e282f9f535/public.log","disconnection_reason":"dial_no_answer","latency":{},"call_cost":{"product_costs":[],"total_duration_seconds":0,"total_duration_unit_price":0,"combined_cost":0},"call_analysis":{"call_summary":"","in_voicemail":false,"user_sentiment":"Unknown","call_successful":false,"custom_analysis_data":{}},"data_storage_setting":"everything","tool_calls":[],"from_number":"+14375242727","to_number":"+15144255158","direction":"outbound"},"event_timestamp":1779306564721}
----------------------------------------
EVENT: call_analyzed
CONTACT ID: 48218
CALL ID: call_9bee2b77eb3d123b060a41b869f
EMAIL2 (collected): NULL
FIELD 33 → HTTP 200
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FIELD 77 → HTTP 200
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FIELD 338 → 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
🕒 2026-05-20 16:51:58
----------------------------------------
RAW:
{"event":"call_analyzed","call":{"call_id":"call_a0d251f66a9ce61cab5428b6c9c","call_type":"phone_call","agent_id":"agent_7b7787717541cb35316ed192b0","agent_version":5,"agent_name":"NPI LN STU (CAND)","retell_llm_dynamic_variables":{"first_name":"Gil","last_name":"Testprofile","full_name":"Gil Testprofile","contact_id":"31417","email":"payam@directobjective.ca","orgname":"Direct Objective Consulting","member_type":"CAND","bloc_notes_ac":"2026 Feb 13 contact forgot to renew, sent application email to two addresses, confirmed receipt, completed survey\n2026 Feb 13 contact declined renewal due to sponsorship stopped but agreed to self-sponsor and renewal application sent\n2026 Feb 24 - Contact Gilles declined to renew and refused survey participation - NPI#\n2026 Feb 24 - Contact answered, corrected name pronunciation multiple times, call ended early - NPI#\n2026 Feb 24 contact declined to participate in survey and ended call - NPI#\n2026 Feb 24 call ended abruptly after name pronunciation corrections\n2026 Apr 13 contact interested in renewal, asked about PCP exam, email sent - NPI# 31417\n2026 Apr 13 contact answered, interested in renewal, asked about designation reinstatement, withdrawal date confirmed\n2026 Apr 13 contact interested in renewal and asked about procedure and withdrawal date\n2026 Apr 13 contact open to renew and asked about designation reinstatement - email confirmed\n2026 Apr 13 contact open to renew, asked about reinstatement procedure, withdrawal date April 15, 2022 clarified\n2026 Apr 13 contact asked about reinstatement and corrected agent's date calculation error\n2026 Apr 13 contact wants to renew and sent the email - NPI# 31417\n2026 Apr 13 contact wants to renew and sent the email - NPI# 31417\n2026 Apr 14 call reached a gatekeeper who said Gil was not available, no message left\n2026 Apr 14 call initiated but ended after initial greeting\n2026 Apr 14 contact reached after gatekeeper, interested in reinstating designation, questioned withdrawal date\n2026 Apr 14 contact interested in renewing and regaining designation, withdrawal date April 15, 2022\n2026 Apr 14 contact answered, interested in renewal and designation status discussed\n2026 Apr 14 contact answered, interested in renewing, asked about designation reinstatement, withdrawal date provided\n2026 Apr 14 contact understands designation re-enrollment process and email sent - NPI# 31417\n2026 Apr 14 contact forgot to renew, sent renewal email, answered survey - NPI# 31417\n2026 Apr 14 call ended; Gil not available, no callback time provided\n2026 Apr 14 contact forgot to renew, renewal email sent, completed survey - NPI# not provided\n2026 Apr 14 contact not Gil, callback scheduled for 3:00 PM\n2026 Apr 14 contact informed Gil no longer works there, no new contact info available\n2026 Apr 14 contact requested callback in an hour, no discussion on renewal - NPI# not provided\n2026 Apr 14 brief call, contact busy, no callback time given\n2026 Apr 14 contact forgot to renew, requested renewal email sent, completed survey - NPI# 31417\n2026 Apr 14 contact unaware of membership lapse, provided NPI ID LB2506798, issue forwarded for follow-up.\n2026 Apr 14 contact declined renewal, asked about designation, email sent with procedure - NPI# not provided\n2026 Apr 14 call reached voicemail","number_of_passed_courses":"","extension":"","province":"","toronto_current_time":"2026-05-20T16:48:34-04:00","called_by":"","cancel_date":"","corp_cancel_date":"2025-04-15","paid_thru":"","pcl_completion_date":"","pf1_completion_date":"","pf2_completion_date":"","intro_to_accounting_completion_date":"","pcl_status":"","pf1_status":"","pf2_status":"","intro_to_accounting_status":"","pcp_we":"","pcl_completion_duration":""},"custom_sip_headers":{"X-RetellAI-Direction":"Outbound","X-RetellAI-CallId":"call_a0d251f66a9ce61cab5428b6c9c","X-RetellAI-SipTraceId":"call_a0d251f66a9ce61cab5428b6c9c","X-RetellAI-OrgId":"org_LT7kvkmEZAPNpJhx","Route":"<sip:18.98.16.120;lr>"},"call_status":"ended","start_timestamp":1779310151685,"end_timestamp":1779310311603,"duration_ms":159918,"transcript":"User: Hello? \nAgent: Hello, may I please speak with Gil?\nAgent: Hello, \nUser: Hi. This is him. \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 Student membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Alright. Go ahead. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \n1. Receiving help with complex payroll compliance issues. \n2. Staying current with payroll legislation. \n3. Completing a specific payroll seminar. \n4. Gaining payroll designation. \n5. Networking with other payroll professionals. And \n6. Advancing your payroll career. \nWhich one best describes your situation?\nUser: 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: I would say three. \nAgent: Thank you for your feedback. Now, for statistical purposes only, could you please tell us your age range? Is it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: It's can you repeat again? \nAgent: Of course.The options are: 18 to 30, 31 to 45, 46 to 60, or 61 or above. Which age range applies to you? This is just for statistical purposes.\nUser: I'm thirty eight. \nAgent: Thank you. That would be 31 to 45. \n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership and getting your designation?\nUser: Yes. \nAgent: Great! Is it OK if I send you an email with the procedure for renewing your membership and getting your designation? I have your email as payam at directobjective dot C A. Is that still the best email to reach you?\nUser: Yes. That's the right email. \nAgent: Thank you for confirming. I sent you an email with the detailed procedure and the links to the required courses. 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: Sorry. I have a question. I have a question. Hey. \nUser: Hello? \nAgent: Thank you for speaking with me today. Have a good day \nUser: Hello? \nAgent: and goodbye.\n","transcript_object":[{"role":"user","content":"Hello? ","words":[{"word":"Hello? ","start":1.387,"end":1.787}]},{"role":"agent","content":"Hello, may I please speak with Gil?","words":[{"word":"Hello, ","start":1.0199091796875,"end":1.3999091796875},{"word":"may ","start":1.3999091796875,"end":1.569},{"word":"I ","start":1.569,"end":1.632636474609375},{"word":"please ","start":1.632636474609375,"end":1.811727294921875},{"word":"speak ","start":1.811727294921875,"end":1.84354541015625},{"word":"with ","start":1.84354541015625,"end":2.001727294921875},{"word":"Gil?","start":2.001727294921875,"end":2.1499091796875}],"metadata":{"response_id":0}},{"role":"agent","content":"Hello, ","words":[{"word":"Hello, ","start":3.7069091796875,"end":4.0769091796875}],"metadata":{"response_id":1}},{"role":"user","content":"Hi. This is him. ","words":[{"word":"Hi. ","start":3.5170000000000003,"end":3.9970000000000003},{"word":"This ","start":3.9970000000000003,"end":4.237},{"word":"is ","start":4.237,"end":4.397},{"word":"him. ","start":4.397,"end":4.7170000000000005}]},{"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 Student membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":6.004818115234375,"end":6.5120908203125},{"word":"My ","start":6.553276611328125,"end":6.65964013671875},{"word":"name ","start":6.65964013671875,"end":6.806912841796875},{"word":"is ","start":6.806912841796875,"end":6.923276611328125},{"word":"Ellen, ","start":6.923276611328125,"end":7.17600390625},{"word":"and ","start":7.17600390625,"end":7.282367431640625},{"word":"I’m ","start":7.282367431640625,"end":7.397822021484375},{"word":"calling ","start":7.397822021484375,"end":7.64054931640625},{"word":"on ","start":7.64054931640625,"end":7.73600390625},{"word":"behalf ","start":7.73600390625,"end":8.052367431640626},{"word":"of ","start":8.052367431640626,"end":8.16873095703125},{"word":"the ","start":8.16873095703125,"end":8.274185546875},{"word":"National ","start":8.274185546875,"end":8.601458251953124},{"word":"Payroll ","start":8.601458251953124,"end":8.896912841796874},{"word":"Institute, ","start":8.896912841796874,"end":9.44600390625},{"word":"NPI. 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Go ahead. ","words":[{"word":"Alright. ","start":18.447000000000003,"end":19.007},{"word":"Go ","start":19.007,"end":19.167},{"word":"ahead. ","start":19.167,"end":19.327}]},{"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":47.6159091796875,"end":47.92227270507812},{"word":"you. 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","words":[{"word":"I ","start":57.977000000000004,"end":58.297000000000004},{"word":"would ","start":58.297000000000004,"end":58.537},{"word":"say ","start":58.537,"end":58.937},{"word":"three. ","start":58.937,"end":59.417}]},{"role":"agent","content":"Thank you for your feedback. Now, 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":60.9939091796875,"end":61.23663647460938},{"word":"you ","start":61.23663647460938,"end":61.3639091796875},{"word":"for ","start":61.3639091796875,"end":61.5220908203125},{"word":"your ","start":61.5220908203125,"end":61.69027270507812},{"word":"feedback. 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","start":67.466435546875,"end":67.55098095703126},{"word":"46 ","start":68.26606811523438,"end":68.48788647460937},{"word":"to ","start":68.48788647460937,"end":68.66788647460938},{"word":"60? ","start":68.66788647460938,"end":68.76243188476562},{"word":"Or ","start":69.32760986328125,"end":69.45488256835938},{"word":"61 ","start":69.45488256835938,"end":69.7821552734375},{"word":"or ","start":69.7821552734375,"end":69.95033715820313},{"word":"above?","start":69.95033715820313,"end":70.08760986328124}],"metadata":{"response_id":5}},{"role":"user","content":"It's can you repeat again? ","words":[{"word":"It's ","start":73.237,"end":74.197},{"word":"can ","start":74.837,"end":75.077},{"word":"you ","start":75.077,"end":75.237},{"word":"repeat ","start":75.237,"end":75.557},{"word":"again? ","start":75.557,"end":75.797}]},{"role":"agent","content":"Of course.The options are: 18 to 30, 31 to 45, 46 to 60, or 61 or above. Which age range applies to you? This is just for statistical purposes.","words":[{"word":"Of ","start":76.99281811523437,"end":77.1719091796875},{"word":"course.","start":77.1719091796875,"end":77.76281811523438},{"word":"The ","start":77.80652661132812,"end":77.94379931640626},{"word":"options ","start":77.94379931640626,"end":78.31379931640625},{"word":"are: ","start":78.31379931640625,"end":78.75652661132813},{"word":"18 ","start":78.75652661132813,"end":79.13652661132812},{"word":"to ","start":79.13652661132812,"end":79.23198095703125},{"word":"30, ","start":79.23198095703125,"end":79.56925390625},{"word":"31 ","start":79.56925390625,"end":79.85470825195313},{"word":"to ","start":79.85470825195313,"end":80.00198095703125},{"word":"45, ","start":80.00198095703125,"end":80.08652661132813},{"word":"46 ","start":80.08652661132813,"end":80.31925390625},{"word":"to ","start":80.31925390625,"end":80.6883447265625},{"word":"60, ","start":80.6883447265625,"end":80.95198095703125},{"word":"or ","start":80.95198095703125,"end":81.18470825195313},{"word":"61 ","start":81.18470825195313,"end":81.27925390625},{"word":"or ","start":81.27925390625,"end":81.627435546875},{"word":"above. ","start":81.627435546875,"end":81.76470825195312},{"word":"Which ","start":83.00369311523437,"end":83.1727841796875},{"word":"age ","start":83.1727841796875,"end":83.31005688476563},{"word":"range ","start":83.31005688476563,"end":83.47914770507812},{"word":"applies ","start":83.47914770507812,"end":83.76369311523437},{"word":"to ","start":83.76369311523437,"end":83.85914770507813},{"word":"you?","start":83.85914770507813,"end":84.22823852539062},{"word":" This ","start":84.28094311523438,"end":84.429125},{"word":"is ","start":84.429125,"end":84.52367041015626},{"word":"just ","start":84.52367041015626,"end":84.69276147460937},{"word":"for ","start":84.69276147460937,"end":84.84094311523438},{"word":"statistical ","start":84.84094311523438,"end":85.34730688476563},{"word":"purposes.","start":85.34730688476563,"end":86.01185229492188}],"metadata":{"response_id":6}},{"role":"user","content":"I'm thirty eight. 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I'm calling today as we noticed that your Student membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":6.004818115234375,"end":6.5120908203125},{"word":"My ","start":6.553276611328125,"end":6.65964013671875},{"word":"name ","start":6.65964013671875,"end":6.806912841796875},{"word":"is ","start":6.806912841796875,"end":6.923276611328125},{"word":"Ellen, ","start":6.923276611328125,"end":7.17600390625},{"word":"and ","start":7.17600390625,"end":7.282367431640625},{"word":"I’m ","start":7.282367431640625,"end":7.397822021484375},{"word":"calling ","start":7.397822021484375,"end":7.64054931640625},{"word":"on ","start":7.64054931640625,"end":7.73600390625},{"word":"behalf ","start":7.73600390625,"end":8.052367431640626},{"word":"of ","start":8.052367431640626,"end":8.16873095703125},{"word":"the ","start":8.16873095703125,"end":8.274185546875},{"word":"National ","start":8.274185546875,"end":8.601458251953124},{"word":"Payroll ","start":8.601458251953124,"end":8.896912841796874},{"word":"Institute, ","start":8.896912841796874,"end":9.44600390625},{"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":47.6159091796875,"end":47.92227270507812},{"word":"you. 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","words":[{"word":"I ","start":57.977000000000004,"end":58.297000000000004},{"word":"would ","start":58.297000000000004,"end":58.537},{"word":"say ","start":58.537,"end":58.937},{"word":"three. ","start":58.937,"end":59.417}]},{"role":"agent","content":"Thank you for your feedback. Now, 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":60.9939091796875,"end":61.23663647460938},{"word":"you ","start":61.23663647460938,"end":61.3639091796875},{"word":"for ","start":61.3639091796875,"end":61.5220908203125},{"word":"your ","start":61.5220908203125,"end":61.69027270507812},{"word":"feedback. 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This is just for statistical purposes.","words":[{"word":"Of ","start":76.99281811523437,"end":77.1719091796875},{"word":"course.","start":77.1719091796875,"end":77.76281811523438},{"word":"The ","start":77.80652661132812,"end":77.94379931640626},{"word":"options ","start":77.94379931640626,"end":78.31379931640625},{"word":"are: ","start":78.31379931640625,"end":78.75652661132813},{"word":"18 ","start":78.75652661132813,"end":79.13652661132812},{"word":"to ","start":79.13652661132812,"end":79.23198095703125},{"word":"30, ","start":79.23198095703125,"end":79.56925390625},{"word":"31 ","start":79.56925390625,"end":79.85470825195313},{"word":"to ","start":79.85470825195313,"end":80.00198095703125},{"word":"45, ","start":80.00198095703125,"end":80.08652661132813},{"word":"46 ","start":80.08652661132813,"end":80.31925390625},{"word":"to ","start":80.31925390625,"end":80.6883447265625},{"word":"60, ","start":80.6883447265625,"end":80.95198095703125},{"word":"or ","start":80.95198095703125,"end":81.18470825195313},{"word":"61 ","start":81.18470825195313,"end":81.27925390625},{"word":"or ","start":81.27925390625,"end":81.627435546875},{"word":"above. 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","words":[{"word":"I'm ","start":87.307,"end":87.70700000000001},{"word":"thirty ","start":87.70700000000001,"end":88.027},{"word":"eight. ","start":88.027,"end":88.187}]},{"role":"agent","content":"Thank you. That would be 31 to 45. \n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. 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----------------------------------------
EVENT: call_analyzed
CONTACT ID: 31417
CALL ID: call_a0d251f66a9ce61cab5428b6c9c
EMAIL2 (collected): NULL
FIELD 310 → HTTP 200
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FIELD 311 → HTTP 200
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FIELD 33 → HTTP 200
{"contacts":[{"cdate":"2025-03-24T15:35:27-05:00","email":"payam@directobjective.ca","phone":"5144313257","firstName":"Gil","lastName":"Testprofile","orgid":"7500","orgname":"Direct Objective Consulting","segmentio_id":"","bounced_hard":"0","bounced_soft":"0","bounced_date":null,"ip":"757910050","ua":"okhttp\/5.3.2","hash":"a2605dc3ac4a60fcbc6edbe661e034e3","socialdata_lastcheck":null,"email_local":"","email_domain":"directobjective.ca","sentcnt":"19","rating_tstamp":"2026-02-17","gravatar":"0","deleted":"0","anonymized":"0","adate":"2026-05-20T15:51:05-05:00","udate":"2026-05-20T15:52:00-05:00","edate":"2026-05-20T15:33:57-05:00","deleted_at":null,"created_utc_timestamp":"2025-03-24 15:35:27","updated_utc_timestamp":"2026-05-20 15:52:00","created_timestamp":"2025-03-24 15:35:27","updated_timestamp":"2026-05-20 15:52:00","created_by":"0","updated_by":"0","mpp_tracking":"0","last_click_date":"2025-03-25 08:53:18","last_open_date":"2026-02-17 08:12:55","last_mpp_open_date":null,"best_send_hour":"0","sms_consent":"0","sms_consent_updated_at":"0000-00-00 00:00:00","whatsapp_id":null,"whatsapp_username":null,"links":{"bounceLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/bounceLogs","contactAutomations":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/contactAutomations?limit=2500&orders%5Blastdate%5D=DESC","contactData":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/contactData","contactGoals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/contactGoals","contactLists":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/contactLists","contactLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/contactLogs","contactTags":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/contactTags","contactDeals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/contactDeals","deals":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/deals","fieldValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/fieldValues","geoIps":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/geoIps","notes":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/notes","organization":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/organization","plusAppend":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/plusAppend","trackingLogs":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/trackingLogs","scoreValues":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/scoreValues","accountContacts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/accountContacts","automationEntryCounts":"https:\/\/inp.api-us1.com\/api\/3\/contacts\/31417\/automationEntryCounts"},"id":"31417","organization":"7500"}],"fieldValue":{"contact":"31417","field":"33","value":"2026 Feb 13 contact forgot to renew, sent application email to two addresses, confirmed receipt, completed survey\n2026 Feb 13 contact declined renewal due to sponsorship stopped but agreed to self-sponsor and renewal application sent\n2026 Feb 24 - Contact Gilles declined to renew and refused survey participation - NPI#\n2026 Feb 24 - Contact answered, corrected name pronunciation multiple times, call ended early - NPI#\n2026 Feb 24 contact declined to participate in survey and ended call - NPI#\n2026 Feb 24 call ended abruptly after name pronunciation corrections\n2026 Apr 13 contact interested in renewal, asked about PCP exam, email sent - NPI# 31417\n2026 Apr 13 contact answered, interested in renewal, asked about designation reinstatement, withdrawal date confirmed\n2026 Apr 13 contact interested in renewal and asked about procedure and withdrawal date\n2026 Apr 13 contact open to renew and asked about designation reinstatement - email confirmed\n2026 Apr 13 contact open to renew, asked about reinstatement procedure, withdrawal date April 15, 2022 clarified\n2026 Apr 13 contact asked about reinstatement and corrected agent's date calculation error\n2026 Apr 13 contact wants to renew and sent the email - NPI# 31417\n2026 Apr 13 contact wants to renew and sent the email - NPI# 31417\n2026 Apr 14 call reached a gatekeeper who said Gil was not available, no message left\n2026 Apr 14 call initiated but ended after initial greeting\n2026 Apr 14 contact reached after gatekeeper, interested in reinstating designation, questioned withdrawal date\n2026 Apr 14 contact interested in renewing and regaining designation, withdrawal date April 15, 2022\n2026 Apr 14 contact answered, interested in renewal and designation status discussed\n2026 Apr 14 contact answered, interested in renewing, asked about designation reinstatement, withdrawal date provided\n2026 Apr 14 contact understands designation re-enrollment process and email sent - NPI# 31417\n2026 Apr 14 contact forgot to renew, sent renewal email, answered survey - NPI# 31417\n2026 Apr 14 call ended; Gil not available, no callback time provided\n2026 Apr 14 contact forgot to renew, renewal email sent, completed survey - NPI# not provided\n2026 Apr 14 contact not Gil, callback scheduled for 3:00 PM\n2026 Apr 14 contact informed Gil no longer works there, no new contact info available\n2026 Apr 14 contact requested callback in an hour, no discussion on renewal - NPI# not provided\n2026 Apr 14 brief call, contact busy, no callback time given\n2026 Apr 14 contact forgot to renew, requested renewal email sent, completed survey - NPI# 31417\n2026 Apr 14 contact unaware of membership lapse, provided NPI ID LB2506798, issue forwarded for follow-up.\n2026 Apr 14 contact declined renewal, asked about designation, email sent with procedure - NPI# not provided\n2026 Apr 14 call reached voicemail\n2026 May 20 contact wants to renew and sent the email - NPI# 31417","cdate":"2025-03-24T15:35:28-05:00","udate":"2026-05-20T15:52:00-05:00","created_by":"0","updated_by":"0","links":{"owner":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/314885\/owner","field":"https:\/\/inp.api-us1.com\/api\/3\/fieldValues\/314885\/field"},"owner":"31417","id":"314885"}}
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 2 → 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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