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OPENING SPIEL: Hi, Thank you for reaching us at Crypto.com. I'm Tristen, and I will be happy to assist you.

FOR INFO SHARING: I can not share any account-specific information until, we make sure that you are the actual account holder.

PROBING QUESTION: So that I can better understand your situation and better assist you, can you please provide a specific information regarding with your inquiry?

AFTER SENDING LAST 4: Thank you for the information, please give me a moment to confirm this.

FOR INCORRECT LAST 4 DOCUMENT I'm sorry but it seem the last 4 characters of the document you have provided is incorrect, please try again. -Please provide the last 4 characters of the ID you used to register with us.

FOR SWITCHING SOURCES: Hello , as your are no longer in the app and is using your browser please try using the in-app chat or providing the last 4 digits of your phone number and the last 4 characters of the identification document you used when you registered with us.

ESCALATE: I have escalated your case to the relevant team. Once an update has been made, we will write back to you as soon as possible.

NO SPECIFIC TIMEFRAME : Unfortunately, there is no specific timeframe. Rest assured our team is already working on it.

TRANSFER: Hi Angela. I'll be handing over your case to the team member who can further assist you.

OFFER EXTENDED HELP: Is there anything else I can assist you with?

INTERNAL NOTES: Issue Details: unable to access account Action Taken: kYC terminated // auto-kyc rejected: duplicate_id_number_approved_or_terminated_account// advised cx Next Step: Link:

Issue Details: account verification Action Taken: KYC pending submit// cx confirm that all docs was submitted yesterday Next Step: advised cx to wait for an update from the team Link:

Issue Details: cx would like to submit 1099 form but unable to access account //credentials need to be verified. Action Taken: KYC approved , advised cx try to log in Next Step: Link: