ProvideNewClaim TATProvideClaimsTATAskpermission toAssist (w/oxfer CM)Assist IVRCallbackCallAcceptDOD/TypeoverPhoneEnd call"Its myPleasure"UsedBestPracticeProvidedFirst CallResolutionKeptEscalatedcallCalmedUpsetCustomerStated:“Im sorryto hearthat”ProvideMedReviewTATProvideCallRef/Act#BeAccurate/CheckedIMSKept callw/oTransferCMAdjustLOV's /Call TypeBe Pro-activeApologizeforMistakeWalkthruGAOfferedEmailAPSAssistRegisteringGAOfferedGAReceivedGEMAwardAsk "Howmay Iassist youtoday"Respond tofrustration“That’sunderstandable”Cover allCXQuestionsHandledUrgentmatterSend CMPFM re:NewClaimMatch CXToneAppropriatelyIncludeAttachmentsin SiebelFaxedMedicalRequestGrp w/TGApologizeCXFrustrationPromoteSelf-serviceGAEducate/NavigationGAAcknowledgeCX Concernsw/EmpathyUpdateAddresschangeUpdateRTW/SendCMCompleteProperNotingDemonstrateEmpathyOfferedFaxAPSTakeOwnership/ResolveIssueFollowthruPromisedActionKudossent toTLState "Idbe happyto assistyou"ProvideIProcessTATUsedgreeting"Thank youfor callingGuardian"DemonstrateWillingnessto AssistBethoroughProvideNewClaim TATProvideClaimsTATAskpermission toAssist (w/oxfer CM)Assist IVRCallbackCallAcceptDOD/TypeoverPhoneEnd call"Its myPleasure"UsedBestPracticeProvidedFirst CallResolutionKeptEscalatedcallCalmedUpsetCustomerStated:“Im sorryto hearthat”ProvideMedReviewTATProvideCallRef/Act#BeAccurate/CheckedIMSKept callw/oTransferCMAdjustLOV's /Call TypeBe Pro-activeApologizeforMistakeWalkthruGAOfferedEmailAPSAssistRegisteringGAOfferedGAReceivedGEMAwardAsk "Howmay Iassist youtoday"Respond tofrustration“That’sunderstandable”Cover allCXQuestionsHandledUrgentmatterSend CMPFM re:NewClaimMatch CXToneAppropriatelyIncludeAttachmentsin SiebelFaxedMedicalRequestGrp w/TGApologizeCXFrustrationPromoteSelf-serviceGAEducate/NavigationGAAcknowledgeCX Concernsw/EmpathyUpdateAddresschangeUpdateRTW/SendCMCompleteProperNotingDemonstrateEmpathyOfferedFaxAPSTakeOwnership/ResolveIssueFollowthruPromisedActionKudossent toTLState "Idbe happyto assistyou"ProvideIProcessTATUsedgreeting"Thank youfor callingGuardian"DemonstrateWillingnessto AssistBethorough

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