PersonalizeconversationwithcustomerActivelylisten tocustomer'sconcernsFollowthrough ona promise tocustomerWarmtransfercall toCHCReturncustomercall in thesame dayProvideHILnumber tocustomerWishcustomerhappybirthdayEducatecustomeraboutFMLAShareinfo withSTDOffercustomerIntegrationprogramExpressempathy tocustomerabout accidentor tragedyRefercustomer toCHCintegrationprogramAnswercustomerquestion onteam callEducatecustomeraboutSTDReviewmycigna.comwithcustomerOffer EAPservice tocustomerOffercustomerStay at WorkprogramWarmtransfercall toSTDTransfercustomerto intakeWishcustomerhappyanniversaryResolvecustomerissue w/otransferRefercustomer toStay At WorkprogramCongratulatecustomer forbirth of babyConferencecall w/customerand STDPersonalizeconversationwithcustomerActivelylisten tocustomer'sconcernsFollowthrough ona promise tocustomerWarmtransfercall toCHCReturncustomercall in thesame dayProvideHILnumber tocustomerWishcustomerhappybirthdayEducatecustomeraboutFMLAShareinfo withSTDOffercustomerIntegrationprogramExpressempathy tocustomerabout accidentor tragedyRefercustomer toCHCintegrationprogramAnswercustomerquestion onteam callEducatecustomeraboutSTDReviewmycigna.comwithcustomerOffer EAPservice tocustomerOffercustomerStay at WorkprogramWarmtransfercall toSTDTransfercustomerto intakeWishcustomerhappyanniversaryResolvecustomerissue w/otransferRefercustomer toStay At WorkprogramCongratulatecustomer forbirth of babyConferencecall w/customerand STD

FMLA Customer-Centricity 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. Personalize conversation with customer
  2. Actively listen to customer's concerns
  3. Follow through on a promise to customer
  4. Warm transfer call to CHC
  5. Return customer call in the same day
  6. Provide HIL number to customer
  7. Wish customer happy birthday
  8. Educate customer about FMLA
  9. Share info with STD
  10. Offer customer Integration program
  11. Express empathy to customer about accident or tragedy
  12. Refer customer to CHC integration program
  13. Answer customer question on team call
  14. Educate customer about STD
  15. Review mycigna.com with customer
  16. Offer EAP service to customer
  17. Offer customer Stay at Work program
  18. Warm transfer call to STD
  19. Transfer customer to intake
  20. Wish customer happy anniversary
  21. Resolve customer issue w/o transfer
  22. Refer customer to Stay At Work program
  23. Congratulate customer for birth of baby
  24. Conference call w/ customer and STD