ScheduledapptOpenednewcaseUpsetcallerParaphraseEEClarifyingquestionClosed-endedquestionEngagedcallerMatchedtoneMatchedtoneScheduledapptFramedthe con-versationProbingquestionOpen-endedquestionGave apeer agenuinecomplimentReadAllNotesAssignedproviderto caseExplainedbenefitPaidcompleteattentionVerifiedEEeligibilityConnectEEwithrequestedserviceSaid"thankyou"GatheredallnecessaryinfoUsed the10 minutebreak (selfcare)EngagedcallerScheduledapptOpenednewcaseUpsetcallerParaphraseEEClarifyingquestionClosed-endedquestionEngagedcallerMatchedtoneMatchedtoneScheduledapptFramedthe con-versationProbingquestionOpen-endedquestionGave apeer agenuinecomplimentReadAllNotesAssignedproviderto caseExplainedbenefitPaidcompleteattentionVerifiedEEeligibilityConnectEEwithrequestedserviceSaid"thankyou"GatheredallnecessaryinfoUsed the10 minutebreak (selfcare)Engagedcaller

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