Login 
VOC:
I want to know the total amount in the my wallet
What is the withdrawal balance in my account?
Action Steps:
Ensure strict adherence to due diligence in order to avoid disclosing any details that would violate the authentication policy.
Review the Help Center transaction fields in Freshdesk. Validate the same with the user in the beginning of the call.
If the user inquires about their wallet balance, go to the CRM and enter their number. Under the 'Profile' tab, click ‘show more details’ and you will find the wallet balance details. Inform the user accordingly
* Never disclose the ‘Lifetime’ add cash and withdrawal to users.
Agent Response:
"Hi, this is [Name]. You requested a call-back regarding your wallet balance inquiry."
<Wait for the user's response>
Inform the ‘wallet balance’ information available in the CRM.
<If the user asks about the Lifetime total amount of cash added and withdrawals:>
"I apologize, but we currently do not have an option to view the total cash added and withdrawals. However, you can check your annual statements, which are available in the app."
*This response is indicative, the response is subject to change based on the actual issue identified!
MTRC:
L1: Withdrawal Related
L2: Queries on Withdrawal Wallet Balance
L3: Wallet Balance Enquiry