======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-10 14:59:27 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_3f2a1d7ef917feba123fdfba49a","call_type":"web_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":1,"agent_name":"NPI LN PRO","call_status":"ended","start_timestamp":1775847528794,"end_timestamp":1775847561638,"duration_ms":32844,"transcript":"Agent: Hello, may I please speak with {{first_name}}?\nAgent: Hello, are you still there? May I please speak with {{first_name}}?\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with {{first_name}}?","words":[{"word":"Hello, ","start":1.054708251953125,"end":1.3445634765625},{"word":"may ","start":1.3445634765625,"end":1.63441845703125},{"word":"I ","start":1.63441845703125,"end":1.9242734375},{"word":"please ","start":1.9242734375,"end":2.214128662109375},{"word":"speak ","start":2.214128662109375,"end":2.503983642578125},{"word":"with ","start":2.503983642578125,"end":2.7938388671875},{"word":"{{first_name}}?","start":2.7938388671875,"end":3.08369384765625}],"metadata":{"response_id":0}},{"role":"agent","content":"Hello, are you still there? May I please speak with {{first_name}}?","words":[{"word":"Hello, ","start":15.230708251953125,"end":15.5205634765625},{"word":"are ","start":15.5205634765625,"end":15.81041845703125},{"word":"you ","start":15.81041845703125,"end":16.1002734375},{"word":"still ","start":16.1002734375,"end":16.390128662109376},{"word":"there? 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May I please speak with {{first_name}}?","words":[{"word":"Hello, ","start":15.230708251953125,"end":15.5205634765625},{"word":"are ","start":15.5205634765625,"end":15.81041845703125},{"word":"you ","start":15.81041845703125,"end":16.1002734375},{"word":"still ","start":16.1002734375,"end":16.390128662109376},{"word":"there? 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Official opening was attempted but no conversation occurred, no questions asked, no closing spoken, valid outcome assigned for call termination.","Official Opening Gate Accuracy":"100%. Official opening was only attempted after identity confirmation phrase, no gatekeeper interaction detected.","Survey Order Integrity Score":"100%. No survey questions asked, so no order violations possible.","Skip Logic Accuracy":"100%. No branching occurred due to no conversation.","Verbatim Survey Compliance":"100%. No survey questions asked, so compliance is perfect by default.","Mandatory Phrase Detection":"No. Official opening phrase was attempted but no approved closing or required phrases detected due to no conversation.","Debug Analytical Variables":"Call Flow Completion Rate is 50% because the official opening was attempted but no conversation or questions followed, and no closing was spoken. Official Opening Gate Accuracy is 100% as the opening was only attempted after identity confirmation phrase and no gatekeeper was involved. Survey Order Integrity Score is 100% since no survey questions were asked, so no order violations occurred. Skip Logic Accuracy is 100% because no branching logic was triggered. Verbatim Survey Compliance is 100% by default as no survey questions were asked. Mandatory Phrase Detection is No because the required closing and other mandatory phrases were not present.","IVR_detector":"No","call_sequence":"Not reached","called_by":"web_call"}},"data_storage_setting":"everything","llm_token_usage":{"values":[8649,8666],"average":8657.5,"num_requests":2},"tool_calls":[],"access_token":"eyJhbGciOiJIUzI1NiJ9.eyJ2aWRlbyI6eyJyb29tSm9pbiI6dHJ1ZSwicm9vbSI6IndlYl9jYWxsXzNmMmExZDdlZjkxN2ZlYmExMjNmZGZiYTQ5YSJ9LCJpc3MiOiJBUElVTXg5OFUyR2MyanIiLCJleHAiOjE3NzU4NDgxMjgsIm5iZiI6MCwic3ViIjoiY2xpZW50In0.X0XFi93d01HERXbqT5b8rMdN7dycP0_K93vWGmUKT_4"},"event_timestamp":1775847568075} ---------------------------------------- EVENT: call_analyzed CONTACT ID: NULL CALL ID: call_3f2a1d7ef917feba123fdfba49a EMAIL2 (collected): NULL ⚠️ Missing contact_id in retell_llm_dynamic_variables ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-10 15:00:41 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_9b7d3b98ce88fa4878576422520","call_type":"web_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":1,"agent_name":"NPI LN PRO","call_status":"ended","start_timestamp":1775847602736,"end_timestamp":1775847635100,"duration_ms":32364,"transcript":"Agent: Hello, may I please speak with {{first_name}}?\nUser: Hi. This is first name. \nAgent: Thank you for confirming. I am 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: Yep. 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 \n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with {{first_name}}?","words":[{"word":"Hello, ","start":0.961708251953125,"end":1.2515634765625},{"word":"may ","start":1.2515634765625,"end":1.54141845703125},{"word":"I ","start":1.54141845703125,"end":1.8312734375},{"word":"please ","start":1.8312734375,"end":2.121128662109375},{"word":"speak ","start":2.121128662109375,"end":2.410983642578125},{"word":"with ","start":2.410983642578125,"end":2.7008388671875},{"word":"{{first_name}}?","start":2.7008388671875,"end":2.99069384765625}],"metadata":{"response_id":0}},{"role":"user","content":"Hi. This is first name. ","words":[{"word":"Hi. ","start":5.061,"end":5.381},{"word":"This ","start":5.381,"end":5.621},{"word":"is ","start":5.621,"end":5.781000000000001},{"word":"first ","start":5.781000000000001,"end":6.0209996},{"word":"name. ","start":6.0209996,"end":6.260999999999999}]},{"role":"agent","content":"Thank you for confirming. I am 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":8.391708251953125,"end":8.6815634765625},{"word":"you ","start":8.6815634765625,"end":8.97141845703125},{"word":"for ","start":8.97141845703125,"end":9.2612734375},{"word":"confirming. 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Go ahead. ","words":[{"word":"Yep. ","start":22.320999999999998,"end":22.721},{"word":"Go ","start":22.721,"end":22.881},{"word":"ahead. ","start":22.881,"end":23.121}]},{"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 ","words":[{"word":"Perfect, ","start":24.696708251953126,"end":24.9865634765625},{"word":"now ","start":24.9865634765625,"end":25.27641845703125},{"word":"let’s ","start":25.27641845703125,"end":25.5662734375},{"word":"begin ","start":25.5662734375,"end":25.856128662109374},{"word":"with ","start":25.856128662109374,"end":26.145983642578123},{"word":"the ","start":26.145983642578123,"end":26.4358388671875},{"word":"first ","start":26.4358388671875,"end":26.72569384765625},{"word":"question. 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","start":5.061,"end":5.381},{"word":"This ","start":5.381,"end":5.621},{"word":"is ","start":5.621,"end":5.781000000000001},{"word":"first ","start":5.781000000000001,"end":6.0209996},{"word":"name. ","start":6.0209996,"end":6.260999999999999}]},{"role":"agent","content":"Thank you for confirming. I am 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":8.391708251953125,"end":8.6815634765625},{"word":"you ","start":8.6815634765625,"end":8.97141845703125},{"word":"for ","start":8.97141845703125,"end":9.2612734375},{"word":"confirming. 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This is first name. \nAgent: Thank you for confirming. I am 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 {{first_name}}?","words":[{"word":"Hello, ","start":1.238708251953125,"end":1.5285634765625},{"word":"may ","start":1.5285634765625,"end":1.81841845703125},{"word":"I ","start":1.81841845703125,"end":2.1082734375},{"word":"please ","start":2.1082734375,"end":2.398128662109375},{"word":"speak ","start":2.398128662109375,"end":2.687983642578125},{"word":"with ","start":2.687983642578125,"end":2.9778388671875},{"word":"{{first_name}}?","start":2.9778388671875,"end":3.26769384765625}],"metadata":{"response_id":0}},{"role":"user","content":"Hello. This is first name. ","words":[{"word":"Hello. 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The agent informed the user about their lapsed Professional membership and intended to ask questions about their membership experience, but the call ended shortly after without further discussion.","in_voicemail":false,"user_sentiment":"Neutral","call_successful":true,"custom_analysis_data":{"Not-Renewed-Want-to-Renew":"No","Send-Application-Form":"2026-04-10 15:05","Mini-NPS":"","One-Sentence-not-Renewed":"","int_code":"15","Initial-value":"","AST-other-reasons-not-to-renew":"","Age-Range":"","bloc_notes":"2026 Apr 10 call started, identity confirmed, membership lapsed mentioned, call ended early","Other-member-benefit":"","call_summary_title":"Membership Lapse Notification and Intent to Survey","Human Reached":true,"Human or not":"Yes","Call answered":true,"Call Flow Completion Rate":"40%. Official opening was delivered (+0%), but the call ended prematurely before any survey questions were asked (-60%). 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Mandatory Phrase Detection is No because the call did not include required phrases or closing statements.","IVR_detector":"No","call_sequence":"Refused communication","called_by":"web_call"}},"data_storage_setting":"everything","llm_token_usage":{"values":[8649,8658],"average":8653.5,"num_requests":2},"tool_calls":[],"access_token":"eyJhbGciOiJIUzI1NiJ9.eyJ2aWRlbyI6eyJyb29tSm9pbiI6dHJ1ZSwicm9vbSI6IndlYl9jYWxsX2E1NzMxMGM4ZTgxMTUyODhlYzNlNmRkMTRkMyJ9LCJpc3MiOiJBUElVTXg5OFUyR2MyanIiLCJleHAiOjE3NzU4NDg1MTksIm5iZiI6MCwic3ViIjoiY2xpZW50In0.ObQBPy7LW6RnYkfj7WJF1LI9TkFjgNn_zYP_d2cDN5s"},"event_timestamp":1775847952850} ---------------------------------------- EVENT: call_analyzed CONTACT ID: NULL CALL ID: call_a57310c8e8115288ec3e6dd14d3 EMAIL2 (collected): NULL ⚠️ Missing contact_id in retell_llm_dynamic_variables ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-10 15:09:59 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_dd77373695ca642012c93a886c2","call_type":"web_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":1,"agent_name":"NPI LN PRO","call_status":"ended","start_timestamp":1775848158657,"end_timestamp":1775848191801,"duration_ms":33144,"transcript":"Agent: Hello, may I please speak with {{first_name}}?\nUser: Alright. 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Where are you calling from? ","words":[{"word":"Sorry. ","start":20.839001000000003,"end":21.399},{"word":"Where ","start":21.399,"end":21.559},{"word":"are ","start":21.559,"end":21.719},{"word":"you ","start":21.719,"end":21.799000000000003},{"word":"calling ","start":21.799000000000003,"end":22.119},{"word":"from? ","start":22.119,"end":22.359}]},{"role":"agent","content":"Hi, I’m Ellen, calling on behalf of the National Payroll Institute. 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Official opening was partially delivered but call ended early before survey questions or closing.","Official Opening Gate Accuracy":"100%. Official opening was spoken only after identity confirmation and not to a gatekeeper.","Survey Order Integrity Score":"0%. No survey questions were asked after the opening.","Skip Logic Accuracy":"0%. Call ended before any logical branching or survey questions.","Verbatim Survey Compliance":"0%. No survey questions were asked to evaluate compliance.","Mandatory Phrase Detection":"No. Required phrases such as 'for statistical purposes' and approved closing sentence were not detected due to early call termination.","Debug Analytical Variables":"Call Flow Completion Rate is 50% because the official opening was delivered after identity confirmation but the call ended prematurely before any survey questions or closing. Official Opening Gate Accuracy is 100% as the opening was only spoken after confirming the user's identity. Survey Order Integrity Score is 0% since no survey questions were asked. Skip Logic Accuracy is 0% because no logical branching occurred. Verbatim Survey Compliance is 0% due to no survey questions asked. 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This is first name. \nAgent: Thank you for confirming. I am 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 {{first_name}}?","words":[{"word":"Hello, ","start":0.942708251953125,"end":1.2325634765625},{"word":"may ","start":1.2325634765625,"end":1.52241845703125},{"word":"I ","start":1.52241845703125,"end":1.8122734375},{"word":"please ","start":1.8122734375,"end":2.102128662109375},{"word":"speak ","start":2.102128662109375,"end":2.391983642578125},{"word":"with ","start":2.391983642578125,"end":2.6818388671875},{"word":"{{first_name}}?","start":2.6818388671875,"end":2.97169384765625}],"metadata":{"response_id":0}},{"role":"user","content":"Hi. This is first name. ","words":[{"word":"Hi. 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This is first name. ","words":[{"word":"Hi. ","start":4.491,"end":4.8109997},{"word":"This ","start":4.8109997,"end":5.050999999999999},{"word":"is ","start":5.050999999999999,"end":5.210999999999999},{"word":"first ","start":5.210999999999999,"end":5.451},{"word":"name. ","start":5.451,"end":5.611}]},{"role":"agent","content":"Thank you for confirming. I am 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":6.748708251953125,"end":7.0385634765625},{"word":"you ","start":7.0385634765625,"end":7.32841845703125},{"word":"for ","start":7.32841845703125,"end":7.6182734375},{"word":"confirming. 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Official opening was delivered but no survey questions were asked and call ended prematurely, no approved closing spoken.","Official Opening Gate Accuracy":"100%. Official opening was spoken only after identity confirmation and no gatekeeper interference.","Survey Order Integrity Score":"100%. No survey questions were asked, so no order violations occurred.","Skip Logic Accuracy":"100%. No branching errors as no survey or email was sent.","Verbatim Survey Compliance":"0%. No survey questions were asked to evaluate compliance.","Mandatory Phrase Detection":"No. The call was disconnected before any mandatory phrases could be delivered.","Debug Analytical Variables":"The call flow completion rate is low at 40% because although the official opening was delivered after identity confirmation, the call ended prematurely without any survey questions or approved closing. Official Opening Gate Accuracy is 100% because the opening was only spoken after confirming the contact's identity and no gatekeeper was involved. Survey Order Integrity Score is 100% as no survey questions were asked, so no order violations occurred. Skip Logic Accuracy is 100% since no survey or email was sent, so no branching logic was triggered. Verbatim Survey Compliance is 0% because no survey questions were asked. Mandatory Phrase Detection is No because the call ended before any required phrases could be spoken.","IVR_detector":"No","call_sequence":"Refused communication","called_by":"web_call"}},"data_storage_setting":"everything","llm_token_usage":{"values":[8649,8658],"average":8653.5,"num_requests":2},"tool_calls":[],"access_token":"eyJhbGciOiJIUzI1NiJ9.eyJ2aWRlbyI6eyJyb29tSm9pbiI6dHJ1ZSwicm9vbSI6IndlYl9jYWxsXzkwOTg1YmI0YmMzMzhkZTg5M2ZiYjc4Y2RlNSJ9LCJpc3MiOiJBUElVTXg5OFUyR2MyanIiLCJleHAiOjE3NzU4NDg4MTAsIm5iZiI6MCwic3ViIjoiY2xpZW50In0.p2J6pfMA-Dg6JqcQDy98IoSz_d4uba8dMMJdY7EoXyY"},"event_timestamp":1775848238502} ---------------------------------------- EVENT: call_analyzed CONTACT ID: NULL CALL ID: call_90985bb4bc338de893fbb78cde5 EMAIL2 (collected): NULL ⚠️ Missing contact_id in retell_llm_dynamic_variables ======================================== 📞 Retell Post-Call Webhook 🕒 2026-04-10 15:19:59 ---------------------------------------- RAW: {"event":"call_analyzed","call":{"call_id":"call_ca248c07339f6a12676b8d366cc","call_type":"web_call","agent_id":"agent_52a374335a7faaef27f1eacd36","agent_version":6,"agent_name":"NPI LN PRO","call_status":"ended","start_timestamp":1775848534801,"end_timestamp":1775848792038,"duration_ms":257237,"transcript":"Agent: Hello, may I please speak with {{first_name}}?\nUser: Hi. This is him. \nAgent: Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I am calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.\nUser: Yeah. That's fine. \nAgent: Perfect, now let’s begin with the first question. What was the initial value that drove you to become a member of the National Payroll Institute? Here are the choices: \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: Option two. \nAgent: Thank you. Now, on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied, how would you rate your overall satisfaction with your NPI membership experience?\nUser: Four. \nAgent: Thank you. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?\nUser: Thirty one two forty five. \nAgent: Thank you for sharing that. \n\nWe’d love to see you gain your designation back and continue benefiting from our services. As a member, you get unlimited help with complex payroll issues, constant updates on changes in payroll, preferred member rates for professional development seminars, networking with other payroll professionals locally and across Canada, support with recruiting payroll professionals, and discounts in many retail stores and services using MembersPerks. Would you be open to renewing your membership today?\nUser: No. \nAgent: Quick question: can you please tell us in one sentence why you no longer wish to be a member?\nUser: The the designation process is really difficult. \nUser: and I don't think it's worth it. \nAgent: Thank you for sharing that. I understand that the designation process can feel challenging, and you may not feel the value is worth it. Most people find the membership more beneficial when they are aware of all the services offered, like unlimited help from our Payroll InfoLine, regular updates on payroll legislation, and career development resources.\n\nWith this being said, will you be open to renewing your Professional Membership today?\nUser: No. I don't think so. \nAgent: No problem at all.Just so you know, there’s also an Associate membership option that you can choose, with no exams or certification requirements, but you'll still get access to all payroll resources, updates, and other membership perks. Associate membership is just a flexible way to stay informed without the commitment of maintaining a designation. Would you like me to send you the Associate membership details for you to review?\nUser: So the membership perks are exactly the same as the pro membership. \nAgent: Thank you for your question. The Associate membership gives you access to payroll resources, updates, and many membership perks, but it does not include the professional designation or the ability to use the PCP or CPM titles. You still receive valuable information and benefits, just without the certification requirements.\n\nWould you like me to send you the Associate membership details for you to review?\nUser: How much does it cost? \nAgent: Unfortunately, I do not have the exact cost details for the Associate membership at this moment, but rest assured that I will log your question, and we will try to get back to you with a follow-up email or call.\n\nWould you like me to send you the Associate membership details for you to review?\nUser: Alright. Yeah. Sure. \nAgent: Thank you. May I confirm your email address to send you the Associate membership details?\nUser: Yeah. \nAgent: Great. Is your email address still {{email}}?\nUser: Yes. That's correct. \nAgent: Thank you. I’ll send you the information about the Associate membership shortly.\n\nThank you for speaking with me today. Have a good day and goodbye.\nUser: Thank you. Bye. \nAgent: Thank you for your time. Goodbye.\n","transcript_object":[{"role":"agent","content":"Hello, may I please speak with {{first_name}}?","words":[{"word":"Hello, ","start":1.740708251953125,"end":2.0305634765625},{"word":"may ","start":2.0305634765625,"end":2.32041845703125},{"word":"I ","start":2.32041845703125,"end":2.6102734375},{"word":"please ","start":2.6102734375,"end":2.900128662109375},{"word":"speak ","start":2.900128662109375,"end":3.189983642578125},{"word":"with ","start":3.189983642578125,"end":3.4798388671875},{"word":"{{first_name}}?","start":3.4798388671875,"end":3.76969384765625}],"metadata":{"response_id":0}},{"role":"user","content":"Hi. This is him. ","words":[{"word":"Hi. ","start":4.7170000000000005,"end":5.117},{"word":"This ","start":5.117,"end":5.197},{"word":"is ","start":5.197,"end":5.357},{"word":"him. ","start":5.357,"end":5.517}]},{"role":"agent","content":"Hi.My name is Ellen, and I’m calling on behalf of the National Payroll Institute, NPI. I am calling today as we noticed that your Professional membership recently lapsed, and we want to ask a few questions about your membership experience, if that’s OK.","words":[{"word":"Hi.","start":7.451708251953125,"end":7.7415634765625},{"word":"My ","start":8.336708251953125,"end":8.6265634765625},{"word":"name ","start":8.6265634765625,"end":8.91641845703125},{"word":"is ","start":8.91641845703125,"end":9.2062734375},{"word":"Ellen, ","start":9.2062734375,"end":9.496128662109374},{"word":"and ","start":9.496128662109374,"end":9.785983642578126},{"word":"I’m ","start":9.785983642578126,"end":10.0758388671875},{"word":"calling ","start":10.0758388671875,"end":10.36569384765625},{"word":"on ","start":10.36569384765625,"end":10.655548828125},{"word":"behalf ","start":10.655548828125,"end":10.945404052734375},{"word":"of ","start":10.945404052734375,"end":11.235259033203125},{"word":"the ","start":11.235259033203125,"end":11.525114013671875},{"word":"National ","start":11.525114013671875,"end":11.81496923828125},{"word":"Payroll ","start":11.81496923828125,"end":12.10482421875},{"word":"Institute, ","start":12.10482421875,"end":12.394679443359376},{"word":"NPI. 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That's fine. ","words":[{"word":"Yeah. ","start":20.416999999999998,"end":20.737},{"word":"That's ","start":20.737,"end":20.977},{"word":"fine. ","start":20.977,"end":21.216998999999998}]},{"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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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":56.35770825195313,"end":56.6475634765625},{"word":"you. 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Most people find the membership more beneficial when they are aware of all the services offered, like unlimited help from our Payroll InfoLine, regular updates on payroll legislation, and career development resources.\n\nWith this being said, will you be open to renewing your Professional Membership today?","words":[{"word":"Thank ","start":133.595,"end":133.88485498046876},{"word":"you ","start":133.88485498046876,"end":134.17471020507813},{"word":"for ","start":134.17471020507813,"end":134.4645651855469},{"word":"sharing ","start":134.26877001953125,"end":134.558625},{"word":"that. 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","words":[{"word":"How ","start":204.79701,"end":205.117},{"word":"much ","start":205.117,"end":205.35701},{"word":"does ","start":205.35701,"end":205.597},{"word":"it ","start":205.597,"end":205.757},{"word":"cost? 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Yeah. Sure. ","words":[{"word":"Alright. ","start":221.007,"end":221.487},{"word":"Yeah. ","start":221.487,"end":221.727},{"word":"Sure. ","start":221.727,"end":221.88701}]},{"role":"agent","content":"Thank you. May I confirm your email address to send you the Associate membership details?","words":[{"word":"Thank ","start":223.53170825195312,"end":223.8215634765625},{"word":"you. 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","words":[{"word":"Yeah. ","start":229.93701,"end":230.257}]},{"role":"agent","content":"Great. Is your email address still {{email}}?","words":[{"word":"Great. ","start":234.20670825195313,"end":234.4965634765625},{"word":"Is ","start":238.31770825195312,"end":238.6075634765625},{"word":"your ","start":238.6075634765625,"end":238.89741845703125},{"word":"email ","start":238.89741845703125,"end":239.1872734375},{"word":"address ","start":239.1872734375,"end":239.47712866210938},{"word":"still ","start":239.47712866210938,"end":239.7669836425781},{"word":"{{email}}?","start":239.7669836425781,"end":240.0568388671875}],"metadata":{"response_id":17}},{"role":"user","content":"Yes. That's correct. ","words":[{"word":"Yes. ","start":241.49699999999999,"end":241.97699},{"word":"That's ","start":241.97699,"end":242.21699999999998},{"word":"correct. ","start":242.21699999999998,"end":242.45699}]},{"role":"agent","content":"Thank you. I’ll send you the information about the Associate membership shortly.\n\nThank you for speaking with me today. Have a good day and goodbye.","words":[{"word":"Thank ","start":245.16770825195312,"end":245.4575634765625},{"word":"you. 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Goodbye.","words":[{"word":"Thank ","start":255.48570825195313,"end":255.7755634765625},{"word":"you ","start":255.7755634765625,"end":256.0654184570312},{"word":"for ","start":256.0654184570312,"end":256.3552734375},{"word":"your ","start":256.21752001953126,"end":256.507375},{"word":"time. 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That's fine. ","words":[{"word":"Yeah. ","start":20.416999999999998,"end":20.737},{"word":"That's ","start":20.737,"end":20.977},{"word":"fine. ","start":20.977,"end":21.216998999999998}]},{"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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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":56.35770825195313,"end":56.6475634765625},{"word":"you. 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","words":[{"word":"Four. ","start":69.607,"end":69.926996}]},{"role":"agent","content":"Thank you. Now, for statistical purposes only, could you please tell us your age range?\nIs it 18 to 30? 31 to 45? 46 to 60? Or 61 or above?","words":[{"word":"Thank ","start":71.62970825195312,"end":71.9195634765625},{"word":"you. 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Most people find the membership more beneficial when they are aware of all the services offered, like unlimited help from our Payroll InfoLine, regular updates on payroll legislation, and career development resources.\n\nWith this being said, will you be open to renewing your Professional Membership today?","words":[{"word":"Thank ","start":133.595,"end":133.88485498046876},{"word":"you ","start":133.88485498046876,"end":134.17471020507813},{"word":"for ","start":134.17471020507813,"end":134.4645651855469},{"word":"sharing ","start":134.26877001953125,"end":134.558625},{"word":"that. 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","words":[{"word":"Yeah. ","start":229.93701,"end":230.257}]},{"role":"agent","content":"Great. Is your email address still {{email}}?","words":[{"word":"Great. ","start":234.20670825195313,"end":234.4965634765625},{"word":"Is ","start":238.31770825195312,"end":238.6075634765625},{"word":"your ","start":238.6075634765625,"end":238.89741845703125},{"word":"email ","start":238.89741845703125,"end":239.1872734375},{"word":"address ","start":239.1872734375,"end":239.47712866210938},{"word":"still ","start":239.47712866210938,"end":239.7669836425781},{"word":"{{email}}?","start":239.7669836425781,"end":240.0568388671875}],"metadata":{"response_id":17}},{"role":"user","content":"Yes. That's correct. ","words":[{"word":"Yes. ","start":241.49699999999999,"end":241.97699},{"word":"That's ","start":241.97699,"end":242.21699999999998},{"word":"correct. 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Goodbye.\"}","time_sec":257.23,"type":"end_call"}],"recording_url":"https://dxc03zgurdly9.cloudfront.net/f5e5da74861a83e413b317b19622d48ab27c35404a3aa90e3a7ebdc033f66ffa/recording.wav","recording_multi_channel_url":"https://dxc03zgurdly9.cloudfront.net/f5e5da74861a83e413b317b19622d48ab27c35404a3aa90e3a7ebdc033f66ffa/recording_multichannel.wav","public_log_url":"https://dxc03zgurdly9.cloudfront.net/f5e5da74861a83e413b317b19622d48ab27c35404a3aa90e3a7ebdc033f66ffa/public.log","disconnection_reason":"agent_hangup","latency":{"llm":{"p50":839,"p90":1180.6,"p95":1448.5999999999995,"p99":1690.5199999999998,"min":438,"max":1751,"num":15,"sum":13003,"values":[808,939,438,880,868,973,756,1319,564,839,841,766,651,1751,610]},"e2e":{"p50":1648.0069580078125,"p90":2531.0040039062505,"p95":3087.106506347656,"p99":3735.0213012695303,"min":1041.0009765625,"max":3897,"num":14,"sum":25992.992919921875,"values":[1323,1041.0009765625,1875.998046875,1646.00390625,2250.989990234375,1547,1978,1225,1602,1727.989990234375,1577.989990234375,3897,2651.010009765625,1650.010009765625]},"tts":{"p50":590,"p90":746.2,"p95":767.4,"p99":794.28,"min":404,"max":801,"num":15,"sum":8916,"values":[801,736,408,590,587,753,513,482,493,404,440,663,720,600,726]},"asr":{"p50":21.31400000001304,"p90":42.69586000000709,"p95":1996.4331999999995,"p99":2007.3522499999985,"min":0,"max":2008.3234999999986,"num":75,"sum":15193.494379999804,"values":[21.312600000000202,21.312399999999798,21.312699999999495,3.637978807091713e-12,21.375300000003335,21.312999999994645,21.313499999996566,21.313499999996566,1930.3119000000006,42.62460000000283,21.31149999999616,0,0,0,1989.6206999999995,21.37599999998929,0.0013000000035390258,0.001600000003236346,0.001999999993131496,0,21.31149999999616,0.00018000000272877514,0.0005000000091968104,0.0007999999943422154,0.0013999999937368557,0.001700000007986091,21.37729999999283,21.377999999996973,21.370999999999185,42.62650000001304,42.619000000006054,42.62699999999313,42.61980000001495,42.62770000001183,0.00869999997667037,0.0012999999744351953,0.0094999999855645,21.30710000000545,21.366199999989476,0,42.678599999984726,0,21.30399999997462,2002.9956999999995,21.371599999984028,0.004499999980907887,21.372199999983422,21.380099999980303,21.372799999982817,21.380699999979697,0,21.381299999979092,21.373999999981606,21.316300000005867,21.309000000008382,42.62940000000526,42.62200000000303,2002.9956999999995,42.6993000000075,21.31339999998454,21.32129999998142,21.31400000001304,21.374600000010105,1993.6206999999995,42.69070000000647,21.309800000017276,21.317700000014156,21.31050000002142,2007.0109999999986,42.68629999997211,0.008199999982025474,21.313400000013644,0.008800000010523945,2008.3234999999986,42.625499999994645]}},"call_cost":{"product_costs":[{"product":"retell_voice_engine","unit_price":0.0916667,"cost":23.65},{"product":"minimax_tts_new","unit_price":0.025,"cost":6.45},{"product":"gpt_4_1_high_priority","unit_price":0.1125,"cost":29.025},{"product":"llm_token_surcharge","cost":49.900000000000006}],"total_duration_unit_price":0.4225775,"total_duration_seconds":258,"combined_cost":109.025},"call_analysis":{"call_summary":"The agent contacted the user regarding their lapsed Professional membership with the National Payroll Institute and conducted a survey about their membership experience. The user expressed dissatisfaction with the designation process and declined to renew the Professional membership but agreed to receive information about the Associate membership. The agent confirmed the user's email and attempted to send the application form but encountered a technical issue; however, the user was informed that the information would be sent shortly.","in_voicemail":false,"user_sentiment":"Neutral","call_successful":true,"custom_analysis_data":{"Not-Renewed-Want-to-Renew":"No","Send-Application-Form":"2026-04-10 15:15","Mini-NPS":"4","One-Sentence-not-Renewed":"The designation process is really difficult and I don't think it's worth it.","int_code":"01","Initial-value":"Stay Current","AST-other-reasons-not-to-renew":"","Age-Range":"31-45","bloc_notes":"2026 Apr 10 contact declined to renew Professional membership due to difficult designation process; interested in Associate membership details - email confirmed.","Other-member-benefit":"","call_summary_title":"User declined Professional renewal, interested in Associate membership","Human Reached":true,"Human or not":"Yes","Call answered":true,"Call Flow Completion Rate":"95%. Official opening was delivered, all relevant questions asked except no renewal completed, valid outcome assigned, approved closing spoken.","Official Opening Gate Accuracy":"100%. Official opening was spoken only after identity confirmation and not to a gatekeeper.","Survey Order Integrity Score":"100%. Questions were asked in the correct order with no violations.","Skip Logic Accuracy":"100%. Logical branching was correct; renewal email sent after refusal to renew Professional membership and survey completion.","Verbatim Survey Compliance":"90%. Most questions matched script wording closely; slight paraphrasing noted.","Mandatory Phrase Detection":"Yes. All required phrases including 'for statistical purposes' and approved closing sentences were present.","Debug Analytical Variables":"Call Flow Completion Rate is 95% because the official opening was delivered, all survey questions were asked except the renewal was declined, a valid outcome was assigned, and the call closed properly. Official Opening Gate Accuracy is 100% as the opening was only spoken after confirming the contact's identity and not to a gatekeeper. Survey Order Integrity Score is 100% since the questions followed the correct sequence without violations. Skip Logic Accuracy is 100% because the call followed correct branching logic, sending the renewal email after refusal and survey completion. Verbatim Survey Compliance is 90% due to mostly exact phrasing with minor paraphrasing. Mandatory Phrase Detection is Yes as all required phrases were included in the call.","IVR_detector":"No","call_sequence":"5 questions asked","Concern-Question":"User asked about the cost of the Associate membership; agent noted to follow up with details.","Lead Status":"Refused","called_by":"web_call"}},"data_storage_setting":"everything","llm_token_usage":{"values":[8953,8961,9026,9139,9139,9189,9246,9345,9380,9391,9484,9583,9667,9667,9737,9739,9741,9766,9785,9788,9788,9843,9882,9884,9884],"average":9520.28,"num_requests":25},"tool_calls":[{"tool_call_id":"541e565128500df6","name":"send_application_form","type":"custom","start_time_sec":243.298,"latency_ms":694.9999999999932,"success":true},{"tool_call_id":"949ab087159eef09","name":"end_call","type":"end_call","start_time_sec":257.23}],"access_token":"eyJhbGciOiJIUzI1NiJ9.eyJ2aWRlbyI6eyJyb29tSm9pbiI6dHJ1ZSwicm9vbSI6IndlYl9jYWxsX2NhMjQ4YzA3MzM5ZjZhMTI2NzZiOGQzNjZjYyJ9LCJpc3MiOiJBUElVTXg5OFUyR2MyanIiLCJleHAiOjE3NzU4NDkxMzQsIm5iZiI6MCwic3ViIjoiY2xpZW50In0.lKLdPi-q9yibuOSFqs0RZ0VU9QkCQVJF2QrpM2-OR98"},"event_timestamp":1775848800623} ---------------------------------------- EVENT: call_analyzed CONTACT ID: NULL CALL ID: call_ca248c07339f6a12676b8d366cc EMAIL2 (collected): NULL ⚠️ Missing contact_id in retell_llm_dynamic_variables