We Don’t Like The Tones Of This Caller

I work in a call center where we take payments over the phone. I have verified all account information with this caller.

Me: “How can I assist you today?”

Customer: “I’d like to make a payment.”

Me: “Okay, are we using a card on file or a new card?”

Customer: “New card.”

Me: “Okay, go ahead with your card number whenever you are ready.”

The caller starts pushing buttons.

Me: “Ma’am, are you there?”

Customer: “Did you get the number?”

Me: “No, it sounds like buttons were being pressed.”

Customer: “Yeah, I didn’t want anyone to hear my number.”

Me: “You have to say it out loud for me to get it.”

Customer: “I don’t think it works like that.”