With Retell, we’ve increased scheduling NPS by 38%, and filled underutilized provider capacity, allowing our team to focus on meaningful patient care instead of phone tag.
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AI Voice Agents for Billing and Payment Calls
5.0
ON G2
Billing and payment calls handled by a voice agent instead of a hold queue. The agent verifies the caller, looks up the balance in your billing system, answers questions about the bill, and texts a payment link or transfers the caller to your existing payment line, so card numbers are never read out to the agent. It also places past-due and reminder calls from your list.
Trusted by over 4,000 businesses powering 100+ million calls per month.
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How It Works
Launch AI billing and payment calls in four stages, from account lookup to calls answered on your billing line.
Connect billing and payments
Connect your billing system through custom functions for account lookup, choose how payment happens, a texted link from your payment provider or a transfer to your payment line, and write your verification and escalation rules.
Test every account path
Run simulated calls with wrong account numbers, failed verification, partial payments, disputes, and upset callers, and grade every run before a customer calls.
Connect your billing line
Point your billing line at the agent by SIP trunk or carrier forwarding for inbound calls, and upload past-due lists as batch calls with a calling window for outbound.
Go live and track outcomes
Each call returns the fields you define, such as verified, balance stated, link sent, transferred, and promise to pay, by webhook and API, so outcomes reach your billing system without anyone keying them in.
Use Cases
Billing calls answered and payments routed without a queue
Pay-by-phone callers who skip the portal
Need the customers who would rather call than log in to pay without waiting on hold. The agent verifies the caller, reads the balance from your billing system through a custom function, and texts a payment link from your payment provider while they are still on the line, sent from your business number once it is registered for texting. If your payment system has an API the agent can check, it confirms the payment went through before the call ends.
Card updates and payment method changes
Need expired or declined cards replaced without anyone reading digits back. The agent confirms who is calling and what needs to change, then texts an update link from your payment provider or transfers the caller to the payment line or IVR you already use for card entry. The card number goes to your payment system, not to the agent or the call transcript.
Past-due reminders and balance calls
Need overdue accounts called without a team dialing all day. Upload a list as a batch call or start calls from your system by API. The agent introduces itself, reads the disclosures you require in your exact wording, confirms identity before it mentions any balance, and asks for payment in full. If that is not possible, it asks what the customer can pay now and texts a link to your payment portal during the call.
Deposits for reservations and bookings
Need a deposit attached to every reservation taken by phone. The agent takes the booking details, reads them back, and then texts a deposit link or transfers the caller to your payment line before the reservation is final. Long numbers, such as a confirmation or account number, can be entered on the keypad with the pound key to finish, so nothing is misheard.
Bill questions, disputes, and upset callers
Need routine billing questions answered and the hard ones sent to a person. The agent explains charges, due dates, and payment options from your account data and a knowledge base of your billing policies. Disputes, hardship requests, and upset callers go to your team with a warm transfer, and the agent briefs the person who picks up so the caller doesn't repeat the story. Healthcare teams handling patient balances use patient billing calls.
Card numbers kept out of call records
Need call records you can keep without storing card data. Because payment happens on a texted link or your payment line, the agent never needs card digits. If a caller reads a card number aloud anyway, PII scrubbing replaces card numbers, bank account numbers, and account numbers in stored transcripts and recordings. You can also store basic call attributes only, with no transcripts or recordings kept, and still receive each call's data by webhook.
Built for Contact Centers, Not Demos
Retell is the AI Voice Platform Enterprise Contact Centers Run On
Retell lets you build, test and deploy AI phone agents that handle real call volume, so your team spends its time on the conversations that need a person.
Feature
Why billing and finance teams choose Retell AI for payment calls
Account lookups from your billing system
The agent needs the balance, due date, and status your billing system holds. Custom functions call its API during the call to look up the account, check a payment, or log a promise to pay, and HubSpot, Salesforce, Microsoft Dynamics 365, GoHighLevel, and Zoho CRM connect natively for contact records.
Disclosures said the same way every time
Some lines have to be exact. In a conversation flow, a static sentence makes the agent say your wording first, such as a required disclosure or a recording notice, before the conversation continues, and you decide where it sits in the call.
Payment links sent during the call
The agent sends a text while the caller is on the line, to their number or another, with content you write and variables such as the amount due. Sending from your own number needs it registered for texting, and the agent can ask for consent to text first.
Inbound billing lines and outbound lists
Billing lines spike after statements go out. The agent answers in parallel, with 20 concurrent calls included on pay-as-you-go and more on demand, and the same agent can work outbound reminder lists by batch call while you reserve concurrency for inbound callers.
Payments, promises, and handoffs
You need to know how many calls ended with a payment, a promise to pay, or a transfer. Post-call extraction records those as fields, the analytics dashboard charts them by agent and version, and alerts tell you by email or webhook when success rate drops.
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- Hubspot
- Twilio
- Vonage
- Go High Level
- n8n
- Zapier
- Salesforce
- Hubspot
- Twillio
- Vonage
- Go High Level
- 8n8
- Zapier
- Salesforce
- Avaya
- Genesys
- Five9
- Amazon Connect
- Telnyx
- Make
- Cal.com
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- Avaya
- Genesys
- Five9
- Amazon Connect
- Telnyx
- Make
- Cal.com
Pricing
Cut Costs by 90% with AI phone Agents
Pay as you go
$0 to start.
$0.07–$0.31 per minute – Pay only for what you use.
60 mins of free access.
20 concurrent calls.
10 Free Knowledge Bases.
Enterprise Plan
For companies with large volumes, data or deployment requirements, or support needs.
White glove service for your use case.
Premium support with dedicated solution engineer teams.
Custom pricing and concurrent calls based on your needs
FAQ
Frequently asked questions.
Can the agent take card payments over the phone?
The agent doesn't need card numbers. It texts a payment link from your payment provider during the call, or transfers the caller to the payment line or IVR you already use, so your payment system handles the card and card data stays off the agent and out of call records. If a caller reads a card number aloud anyway, PII scrubbing removes it from stored transcripts and recordings.
Does it work with our existing payment IVR?
Yes. A cold transfer sends the caller to your payment IVR's number or SIP address and the agent drops off, while a warm transfer is for handing off to a person. Callers who would rather pay by link get one by text instead, sent from your business number once it is registered for texting.
How does the agent verify the caller before discussing the balance?
It asks for the details your policy requires, such as a name plus an account number, ZIP code, or date of birth, and checks them against your billing system through a custom function before it says anything about the account. Callers can key long numbers on the phone keypad. If verification fails, it follows your rule, such as a transfer or a callback.
Can it make past-due collection calls?
Yes, from a batch list or from calls your system starts through the API. The agent reads the disclosures you specify at the point you choose and logs each outcome. Collection calls carry federal and state rules that depend on who you are and who you call, so review your script and consent with counsel. The call consent and disclosure checklist covers the questions to ask.
What if the agent mishears a number?
Ask for long numbers on the keypad. Keypad input is captured by default, and you can end entry with a digit limit, the pound key, or a short pause. The agent reads important values back for the caller to confirm, and you test misheard and corrected numbers in simulated calls before launch.
How much do AI billing and payment calls cost on Retell?
Retell voice agents are priced per minute of conversation, from $0.07 per minute, depending on the language model, voice, and telephony you choose. Pay-as-you-go needs no contract, and Enterprise plans have custom pricing for high volume or custom deployment needs. See pricing for your mix.
