ApologizeforMistakeKept callw/oTransferCMFaxMedicalRequestGrp w/TGMatch CXToneAppropriatelyAdjustLOV's /Call TypeProvideCallRef/Act#WalkthruGASend CMPFM NewClaimAcceptDOD/TypeoverPhoneUpdateAddresschangeBeAccurate/CheckIMSReceivedGEMAwardProvideClaimsTATOfferedGAUsedBestPracticeKudossent toTLPromoteSelf-serviceGAEnd "ItsmyPleasure"ProvideMedReviewTATAssist IVRCallbackCallCompleteProperNotingBeCompleteAssistRegisteringGAProvideNewClaim TATIncludeAttachmentsin SiebelProvideIProcessTATDemonstrateEmpathyHandledUrgentmatterCover allCXQuestions"Thankyou forcallingGuardian"UpdateRTW/SendCMAskpermission toAssist (w/oxfer CM)Be Pro-activeFollowthruPromisedActionOfferEmailAPSDemonstrateWillingnessto AssistCalmedUpsetCustomerKeptEscalatedcallApologizeCXFrustrationAcknowledgeCX Concernsw/EmpathyProvidedFirst CallResolutionTakeOwnership/ResolveIssueOfferFaxAPSEducate/NavigationGAState "Idbe happyto assistyou"Ask "Howmay Iassist youtoday"ApologizeforMistakeKept callw/oTransferCMFaxMedicalRequestGrp w/TGMatch CXToneAppropriatelyAdjustLOV's /Call TypeProvideCallRef/Act#WalkthruGASend CMPFM NewClaimAcceptDOD/TypeoverPhoneUpdateAddresschangeBeAccurate/CheckIMSReceivedGEMAwardProvideClaimsTATOfferedGAUsedBestPracticeKudossent toTLPromoteSelf-serviceGAEnd "ItsmyPleasure"ProvideMedReviewTATAssist IVRCallbackCallCompleteProperNotingBeCompleteAssistRegisteringGAProvideNewClaim TATIncludeAttachmentsin SiebelProvideIProcessTATDemonstrateEmpathyHandledUrgentmatterCover allCXQuestions"Thankyou forcallingGuardian"UpdateRTW/SendCMAskpermission toAssist (w/oxfer CM)Be Pro-activeFollowthruPromisedActionOfferEmailAPSDemonstrateWillingnessto AssistCalmedUpsetCustomerKeptEscalatedcallApologizeCXFrustrationAcknowledgeCX Concernsw/EmpathyProvidedFirst CallResolutionTakeOwnership/ResolveIssueOfferFaxAPSEducate/NavigationGAState "Idbe happyto assistyou"Ask "Howmay Iassist youtoday"

DI Customer Experience Bingo - Call List

(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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  1. Apologize for Mistake
  2. Kept call w/o Transfer CM
  3. Fax Medical Request Grp w/TG
  4. Match CX Tone Appropriately
  5. Adjust LOV's / Call Type
  6. Provide Call Ref/Act#
  7. Walk thru GA
  8. Send CM PFM New Claim
  9. Accept DOD/Type over Phone
  10. Update Address change
  11. Be Accurate/Check IMS
  12. Received GEM Award
  13. Provide Claims TAT
  14. Offered GA
  15. Used Best Practice
  16. Kudos sent to TL
  17. Promote Self-service GA
  18. End "Its my Pleasure"
  19. Provide Med Review TAT
  20. Assist IVR Callback Call
  21. Complete Proper Noting
  22. Be Complete
  23. Assist Registering GA
  24. Provide New Claim TAT
  25. Include Attachments in Siebel
  26. Provide IProcess TAT
  27. Demonstrate Empathy
  28. Handled Urgent matter
  29. Cover all CX Questions
  30. "Thank you for calling Guardian"
  31. Update RTW/Send CM
  32. Ask permission to Assist (w/o xfer CM)
  33. Be Pro-active
  34. Follow thru Promised Action
  35. Offer Email APS
  36. Demonstrate Willingness to Assist
  37. Calmed Upset Customer
  38. Kept Escalated call
  39. Apologize CX Frustration
  40. Acknowledge CX Concerns w/Empathy
  41. Provided First Call Resolution
  42. Take Ownership/Resolve Issue
  43. Offer Fax APS
  44. Educate/Navigation GA
  45. State "Id be happy to assist you"
  46. Ask "How may I assist you today"