Quotedbenefitsfrom acertificateCompletedthe"Products"field in H2DisplayedEmpathyReceiveda callabout HIPproductDiscussedwellnessbenefits witha memberRecommendedPortal tomemberReceivescall fromgroup notcurrentlyeffectiveCaller didnot repeatinformationVerifiedclaimdocumentswerereceivedTook awellnessclaim overthe phoneFirst callresolutionCaller onhold for <1 minReceiveda callabout ATBproductAdvised amember whytheir claimwas deniedStayed inWrap up< 2 minsPlacedcaller onhold onceTransfersappropriatecall to NTTAsked/VerifiedEmailReviewedthe claimtracker forclaiminformationVerifiedcallerAsked forCall backnumberMailedClaimformPlaced anoutboundcallSent acertificateQuotedbenefitsfrom acertificateCompletedthe"Products"field in H2DisplayedEmpathyReceiveda callabout HIPproductDiscussedwellnessbenefits witha memberRecommendedPortal tomemberReceivescall fromgroup notcurrentlyeffectiveCaller didnot repeatinformationVerifiedclaimdocumentswerereceivedTook awellnessclaim overthe phoneFirst callresolutionCaller onhold for <1 minReceiveda callabout ATBproductAdvised amember whytheir claimwas deniedStayed inWrap up< 2 minsPlacedcaller onhold onceTransfersappropriatecall to NTTAsked/VerifiedEmailReviewedthe claimtracker forclaiminformationVerifiedcallerAsked forCall backnumberMailedClaimformPlaced anoutboundcallSent acertificate

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