Premium payment by phone or link
How do we take a premium payment during a call or from a reminder with the card or bank details captured on a secure screen and never read to the agent, and post it to billing?
Move the payment off the phone line. Callvu identifies the policyholder, prefills the billing account (the amount due, the due date, the minimum to avoid cancellation, the installment plan, any pending payment), sends the policyholder a link by text or email or shows the secure screen in the app, where they enter the card or bank details themselves (the agent sees only that the step is in progress and its result), takes the payment through the payment gateway with the tokenized details, posts it to the billing system in real time, and records the receipt with the payment stopping any pending non-payment notice.
In scopeSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The agent read the card number back to confirm it, the call was recorded, and the recording is now a PCI finding.
A policyholder calls to pay a premium before the cancellation date. The agent takes the card number by voice, keys it into a payment screen and reads it back. The call recording captures it. The contact center is now storing cardholder data in recordings, which puts the whole environment in PCI scope and the insurer in a position it did not choose.
PCI DSS forbids storing the sensitive authentication data and requires cardholder data to be protected wherever it is handled; the simplest compliant path is for the agent never to hear or see it. The payment also has to land in billing in time to stop a cancellation notice, which means real time posting, not a batch. A payment by link during the call keeps the agent on the line and the card off it.
The agent's job is to help the policyholder pay, not to be a keyboard for their card.
How it runs
From the requestto the system of record.
A policyholder wants to pay during a call, or opens a payment reminder's link, or starts a payment in the app. Callvu identifies the policyholder and opens the payment on the billing account.
- Policyholder
- Enters the card or bank details on the secure screen and confirms the amount.
- Service agent
- Sends the link during the call, sees the step's progress and result, never the details.
- Callvu
- Prefills, sends the secure screen, takes the payment through the gateway and writes to billing.
Prefill the billing account
The amount due, the due date, the minimum payment to avoid cancellation, the installment plan, any pending or returned payment and any fee are read from the billing system and shown to the policyholder and the agent; the policyholder chooses the amount within the rules (the full balance, the installment, the minimum).
Capture on the secure screen
The policyholder receives the link by text or email during the call (or sees the screen in the app) and enters the card or bank details themselves; the details go to the payment gateway and are tokenized; the agent's screen shows that the policyholder is entering details and then the result, nothing else; a call recording pause is not needed because nothing is spoken.
Take the payment
The gateway authorizes the card or initiates the bank debit with the authorization language the rules require; a declined payment is shown to the policyholder with the option to try another method, and the agent sees the decline reason code only.
Write back
The payment is posted to the billing system in real time with the receipt, any pending non-payment cancellation notice is stopped by the posted payment, the policyholder receives the receipt, and the agent sees the posted payment on the account.
Where it ends: The policyholder paid on a secure screen without the agent hearing or seeing the details, the payment posted to billing in time to stop a notice, and the receipt is on the account. The Decision Trace shows the amount options and the rules; the Audit Trace shows the link, the capture step, the gateway result and the posting. The Callvu moves in this process are prefill and write back.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
A link sent during a call, a reminder's link, or the app; the policyholder enters the details on the secure screen.
The back office
The agent stays on the call and sees the result; billing posts in real time.
The Decision Desk
- A payment outside the rules (an amount below the minimum before a cancellation date, a returned payment history, a payment on a cancelled policy that needs reinstatement) goes to the billing analyst in the Decision Desk with the account and only the allowed outcomes.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
Phoenix put more than 100 processes live in under 3 months.
Across Callvu customers
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
Does the agent ever see the card number?
No. The policyholder enters it on a secure screen reached by a link or in the app; the agent sees that the step is in progress and then the result.
When does the payment post?
In real time on the gateway's authorization, to the billing system, so a payment before the cancellation date keeps the policy in force.
Can the policyholder pay by bank account?
Yes, with the authorization the bank debit rules require captured on the same secure screen.
Related processes
Bring this process, or the one that costs you most.
We build it against your policies and your systems, train your team and stay with you through launch. You are live in weeks.