Pay by Phone Automated Script

Note

This guide documents what delinquent and current Customers hear during their pay-by-phone experience. This script cannot be changed.

Terms in brackets are system variables. These are placeholders that get replaced with the specific information referenced during the call. For example, the variable {Tenant Name}, will be replaced with the Customer's name, i.e. John Smith.

For Customers with a delinquent balance

I have located the account for {Tenant Name} in {Unit Name}. Your current balance is {Balance} and your paid-to-date is {Paid to Date}. To make a payment please press 1, otherwise to speak to a manager press 2.

Your credit card will be charged {Balance}. Enter your credit card number followed by *.

The number you entered is {Credit Card Number}. Press 1 to confirm or press 2 to re-enter.

Enter Expiration date in format MMYY followed by *.

The number you entered is {CVC Number}. Press 1 to confirm or press 2 to re-enter.

Enter zip code followed by *.

The number you entered is {ZIP Code}. Press 1 to confirm or press 2 to re-enter.

Press 1 to confirm payment.

Your payment is being processed. Please wait.

Payment was processed successfully! Thank you!

or

We were unable to process your payment. Please wait while we connect you to a manager.

For Customers with a current balance

I have located the account for {Tenant Name} in {Unit Name}. Your current balance is {Balance} and your paid-to-date is {Paid to Date}. To make payment, please press 1. Otherwise to speak to a manager, press 2.

Please enter the number of months you wish to pre-pay.

You have entered to pre-pay {months}. Press 1 to confirm or press 2 to re-enter.

Your credit card will be charged for {Balance}. Enter your credit card number followed by *.

The number you entered is {Credit Card Number}. Press 1 to confirm or press 2 to re-enter.

Enter Expiration date in format MMYY followed by *.

The number you entered is {Expiration Date}. Press 1 to confirm or press 2 to re-enter.

Enter CVC number followed by *.

The number you entered is {CVC Number}. Press 1 to confirm or press 2 to re-enter.

Enter ZIP code followed by *.

The number you entered is {ZIP Code}. Press 1 to confirm or press 2 to re-enter.

Press 1 to confirm payment.

Your payment is being processed. Please wait.

Payment was processed successfully! Thank you!

For Customers with an account not matched in the system

We are unable to locate your account, please enter the phone number associated with your account or press zero followed by pound to speak with a manager. You must enter a 10 digit phone number.