Asked forCall backnumberAdvised amember whytheir claimwas deniedVerifiedclaimdocumentswerereceivedCaller didnot repeatinformationAsked/VerifiedEmailSent acertificateMailedClaimformTransfersappropriatecall to NTTPlacedcaller onhold oncePlaced anoutboundcallQuotedbenefitsfrom acertificateDisplayedEmpathyCompletedthe"Products"field in H2Receiveda callabout ATBproductCaller onhold for <1 minReviewedthe claimtracker forclaiminformationReceiveda callabout HIPproductVerifiedcallerStayed inWrap up< 2 minsRecommendedPortal tomemberDiscussedwellnessbenefits witha memberTook awellnessclaim overthe phoneFirst callresolutionReceivescall fromgroup notcurrentlyeffectiveAsked forCall backnumberAdvised amember whytheir claimwas deniedVerifiedclaimdocumentswerereceivedCaller didnot repeatinformationAsked/VerifiedEmailSent acertificateMailedClaimformTransfersappropriatecall to NTTPlacedcaller onhold oncePlaced anoutboundcallQuotedbenefitsfrom acertificateDisplayedEmpathyCompletedthe"Products"field in H2Receiveda callabout ATBproductCaller onhold for <1 minReviewedthe claimtracker forclaiminformationReceiveda callabout HIPproductVerifiedcallerStayed inWrap up< 2 minsRecommendedPortal tomemberDiscussedwellnessbenefits witha memberTook awellnessclaim overthe phoneFirst callresolutionReceivescall fromgroup notcurrentlyeffective

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