ObservedapproachGuides to tobuild rapportFoundINNSpecialistObservedGuide useactivelistening tohelp MemberObserveduse ofthe EOCGuide usedBenefits tabto assistMemberGuidereinforced1-800DevotedCreated andsentProvider listto MemberProvideroffice wascalled tohelp MemberSaw aprotocolusedSaw atransportationcallFoundINNPCPObservedGuide usetimeline tofind previousencounterObserveda warmtransferHelp Deskused tosolve aproblemChangedPCP forMemberGuidelocatedinformationin GuruSaw agrievancefiledGuide verifiedcaller waslisted asapproved careteam memberGuide usedMembername 3timesObservedGuide useprobingquestionsObserved aGuidedemonstrateempathyObserveda casecreationSawinformationsent toMember byemailMemberaddresschangeObservedapproachGuides to tobuild rapportFoundINNSpecialistObservedGuide useactivelistening tohelp MemberObserveduse ofthe EOCGuide usedBenefits tabto assistMemberGuidereinforced1-800DevotedCreated andsentProvider listto MemberProvideroffice wascalled tohelp MemberSaw aprotocolusedSaw atransportationcallFoundINNPCPObservedGuide usetimeline tofind previousencounterObserveda warmtransferHelp Deskused tosolve aproblemChangedPCP forMemberGuidelocatedinformationin GuruSaw agrievancefiledGuide verifiedcaller waslisted asapproved careteam memberGuide usedMembername 3timesObservedGuide useprobingquestionsObserved aGuidedemonstrateempathyObserveda casecreationSawinformationsent toMember byemailMemberaddresschange

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