UC-V02Outbound Collections

Outbound Collections — Empathy & Payment Plan

Ahmad Khoury · Credit card overdue 850 JOD · Hardship flag active

Best-time targeting Empathy shift Voice payment

Ahmad Khoury

أحمد الخوري

CIF: JB-002-AHMAD

DOB: 1985-03-22

Hardship

Account Balance

1,200.000

JOD

Phone

+962790001002

Credit Card

Card

••••4471

Overdue

850.000 JOD

Days Past

30d

Overdue Balance

850.000 JOD

Card ••••4471 · 30 days overdue

OVERDUE

Missed due date: 2026-05-05 · Limit: 3,000 JOD

Hardship / CRM Status

Hardship flagACTIVE

Payment planNOT SAVED

Partial collectedNONE

Collection intensitySTANDARD

Best Call Window

10:00–12:00

Derived from Ahmad’s historical answer-rate pattern

Agent Tone

Empathetic

Supportive tone, acknowledge hardship, show understanding

Firm

Professional & direct, clear about consequences

Neutral

Balanced approach, facts-first

Suggested Payment Plan

850.000 / 850 JOD

Passed to the agent as metadata. Agent surfaces this during negotiation.

NOW

Launch Collections Call

Destination number (E.164)

▸ Calls +962790001002

▸ Agent: Collections agent (Nour voice)

▸ Tone: empathetic · Plan: 3 installments · Total: 850.000 JOD

▸ Webhook: /api/kalem/webhook (real-time updates)

Collections Agent Toolstest manually

Process Partial Payment

Live TranscriptSSE

Waiting for call events\u2026

Proof Points

Best-time targeting10:00–12:00

Hardship flag / CRM updatedpending

Payment plan createdpending

Voice-authorized paymentpending

Tone: empatheticpending

Audit Log

No transactions yet\u2026