Advised amember whytheir claimwas deniedVerifiedcallerStayed inWrap up< 2 minsReviewedthe claimtracker forclaiminformationRecommendedPortal tomemberMailedClaimformReceivescall fromgroup notcurrentlyeffectiveTook awellnessclaim overthe phoneDisplayedEmpathyPlacedcaller onhold onceCaller didnot repeatinformationCompletedthe"Products"field in H2Transfersappropriatecall to NTTAsked/VerifiedEmailDiscussedwellnessbenefits witha memberFirst callresolutionPlaced anoutboundcallVerifiedclaimdocumentswerereceivedSent acertificateAsked forCall backnumberCaller onhold for <1 minQuotedbenefitsfrom acertificateReceiveda callabout ATBproductReceiveda callabout HIPproductAdvised amember whytheir claimwas deniedVerifiedcallerStayed inWrap up< 2 minsReviewedthe claimtracker forclaiminformationRecommendedPortal tomemberMailedClaimformReceivescall fromgroup notcurrentlyeffectiveTook awellnessclaim overthe phoneDisplayedEmpathyPlacedcaller onhold onceCaller didnot repeatinformationCompletedthe"Products"field in H2Transfersappropriatecall to NTTAsked/VerifiedEmailDiscussedwellnessbenefits witha memberFirst callresolutionPlaced anoutboundcallVerifiedclaimdocumentswerereceivedSent acertificateAsked forCall backnumberCaller onhold for <1 minQuotedbenefitsfrom acertificateReceiveda callabout ATBproductReceiveda callabout HIPproduct

Customer Service - Call List

(Print) Use this randomly generated list as your call list when playing the game. 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.


1
N
2
O
3
I
4
O
5
O
6
B
7
O
8
G
9
N
10
G
11
B
12
G
13
I
14
I
15
I
16
B
17
B
18
G
19
G
20
I
21
O
22
N
23
N
24
B
  1. N-Advised a member why their claim was denied
  2. O-Verified caller
  3. I-Stayed in Wrap up < 2 mins
  4. O-Reviewed the claim tracker for claim information
  5. O-Recommended Portal to member
  6. B-Mailed Claim form
  7. O-Receives call from group not currently effective
  8. G-Took a wellness claim over the phone
  9. N-Displayed Empathy
  10. G-Placed caller on hold once
  11. B-Caller did not repeat information
  12. G-Completed the "Products" field in H2
  13. I-Transfers appropriate call to NTT
  14. I-Asked/Verified Email
  15. I-Discussed wellness benefits with a member
  16. B-First call resolution
  17. B-Placed an outbound call
  18. G-Verified claim documents were received
  19. G-Sent a certificate
  20. I-Asked for Call back number
  21. O-Caller on hold for < 1 min
  22. N-Quoted benefits from a certificate
  23. N-Received a call about ATB product
  24. B-Received a call about HIP product