OpenednewcaseParaphraseEEScheduledapptMatchedtoneMatchedtoneUsed the10 minutebreak (selfcare)Framedthe con-versationProbingquestionReadAllNotesClosed-endedquestionExplainedbenefitScheduledapptEngagedcallerEngagedcallerUpsetcallerConnectEEwithrequestedserviceOpen-endedquestionPaidcompleteattentionSaid"thankyou"Gave apeer agenuinecomplimentAssignedproviderto caseVerifiedEEeligibilityClarifyingquestionGatheredallnecessaryinfoOpenednewcaseParaphraseEEScheduledapptMatchedtoneMatchedtoneUsed the10 minutebreak (selfcare)Framedthe con-versationProbingquestionReadAllNotesClosed-endedquestionExplainedbenefitScheduledapptEngagedcallerEngagedcallerUpsetcallerConnectEEwithrequestedserviceOpen-endedquestionPaidcompleteattentionSaid"thankyou"Gave apeer agenuinecomplimentAssignedproviderto caseVerifiedEEeligibilityClarifyingquestionGatheredallnecessaryinfo

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