(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.
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Explained premium discounts
Advocate actively listened to the caller
Advocate confirmed plan coverage/benefits
Followed HIPAA/privacy guidelines
Provided assurance of help
Call is about termination due to death
Asked verbal authorization from member
Offered self-service option
Provided DMHC rights
Member/caller requested refund
Acknowledged the reason for the call
Offered post call survey
Complete and accurate call documentation
Member wants to confirm premium amount due
Acknowledged any frustration and empathized
Asked for proof of other coverage
Member requested to be reinstated
Case was closed in a timely manner
Caller needs to be connected with Fiserv
Provided accurate information
Asked appropriate and relevant probing questions
Member called to ask assistance with our website
Member/caller requested plan termination
Provided accurate and complete information/resolution
