Assignedproviderto caseEngagedcallerOpen-endedquestionEngagedcallerParaphraseEEUpsetcallerProbingquestionScheduledapptVerifiedEEeligibilityUsed the10 minutebreak (selfcare)ExplainedbenefitClosed-endedquestionOpenednewcaseMatchedtoneFramedthe con-versationPaidcompleteattentionGave apeer agenuinecomplimentGatheredallnecessaryinfoSaid"thankyou"ClarifyingquestionScheduledapptReadAllNotesMatchedtoneConnectEEwithrequestedserviceAssignedproviderto caseEngagedcallerOpen-endedquestionEngagedcallerParaphraseEEUpsetcallerProbingquestionScheduledapptVerifiedEEeligibilityUsed the10 minutebreak (selfcare)ExplainedbenefitClosed-endedquestionOpenednewcaseMatchedtoneFramedthe con-versationPaidcompleteattentionGave apeer agenuinecomplimentGatheredallnecessaryinfoSaid"thankyou"ClarifyingquestionScheduledapptReadAllNotesMatchedtoneConnectEEwithrequestedservice

Active Listening/Effective Questions - 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. Assigned provider to case
  2. Engaged caller
  3. Open-ended question
  4. Engaged caller
  5. Paraphrase EE
  6. Upset caller
  7. Probing question
  8. Scheduled appt
  9. Verified EE eligibility
  10. Used the 10 minute break (self care)
  11. Explained benefit
  12. Closed-ended question
  13. Opened new case
  14. Matched tone
  15. Framed the con-versation
  16. Paid complete attention
  17. Gave a peer a genuine compliment
  18. Gathered all necessary info
  19. Said "thank you"
  20. Clarifying question
  21. Scheduled appt
  22. Read All Notes
  23. Matched tone
  24. Connect EE with requested service