ChangedPCP forMemberGuide verifiedcaller waslisted asapproved careteam memberObservedGuide usetimeline tofind previousencounterGuidelocatedinformationin GuruMemberaddresschangeGuide usedBenefits tabto assistMemberProvideroffice wascalled tohelp MemberObserved aGuidedemonstrateempathyGuide usedMembername 3timesGuidereinforced1-800DevotedSaw agrievancefiledHelp Deskused tosolve aproblemSawinformationsent toMember byemailObserveda casecreationFoundINNSpecialistObservedapproachGuides to tobuild rapportFoundINNPCPObservedGuide useprobingquestionsObservedGuide useactivelistening tohelp MemberSaw aprotocolusedSaw atransportationcallCreated andsentProvider listto MemberObserveda warmtransferObserveduse ofthe EOCChangedPCP forMemberGuide verifiedcaller waslisted asapproved careteam memberObservedGuide usetimeline tofind previousencounterGuidelocatedinformationin GuruMemberaddresschangeGuide usedBenefits tabto assistMemberProvideroffice wascalled tohelp MemberObserved aGuidedemonstrateempathyGuide usedMembername 3timesGuidereinforced1-800DevotedSaw agrievancefiledHelp Deskused tosolve aproblemSawinformationsent toMember byemailObserveda casecreationFoundINNSpecialistObservedapproachGuides to tobuild rapportFoundINNPCPObservedGuide useprobingquestionsObservedGuide useactivelistening tohelp MemberSaw aprotocolusedSaw atransportationcallCreated andsentProvider listto MemberObserveda warmtransferObserveduse ofthe EOC

Call Shadow Bingo 1 - 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. Changed PCP for Member
  2. Guide verified caller was listed as approved care team member
  3. Observed Guide use timeline to find previous encounter
  4. Guide located information in Guru
  5. Member address change
  6. Guide used Benefits tab to assist Member
  7. Provider office was called to help Member
  8. Observed a Guide demonstrate empathy
  9. Guide used Member name 3 times
  10. Guide reinforced 1-800 Devoted
  11. Saw a grievance filed
  12. Help Desk used to solve a problem
  13. Saw information sent to Member by email
  14. Observed a case creation
  15. Found INN Specialist
  16. Observed approach Guides to to build rapport
  17. Found INN PCP
  18. Observed Guide use probing questions
  19. Observed Guide use active listening to help Member
  20. Saw a protocol used
  21. Saw a transportation call
  22. Created and sent Provider list to Member
  23. Observed a warm transfer
  24. Observed use of the EOC