ObservedGuide useprobingquestionsGuide usedMembername 3timesSaw aprotocolusedFoundINNSpecialistObserveda casecreationObservedapproachGuides to tobuild rapportObservedGuide useactivelistening tohelp MemberFoundINNPCPGuide usedBenefits tabto assistMemberGuidereinforced1-800DevotedObservedGuide usetimeline tofind previousencounterObserveda warmtransferGuide verifiedcaller waslisted asapproved careteam memberSaw atransportationcallObserveduse ofthe EOCMemberaddresschangeProvideroffice wascalled tohelp MemberGuidelocatedinformationin GuruHelp Deskused tosolve aproblemObserved aGuidedemonstrateempathyCreated andsentProvider listto MemberSaw agrievancefiledSawinformationsent toMember byemailChangedPCP forMemberObservedGuide useprobingquestionsGuide usedMembername 3timesSaw aprotocolusedFoundINNSpecialistObserveda casecreationObservedapproachGuides to tobuild rapportObservedGuide useactivelistening tohelp MemberFoundINNPCPGuide usedBenefits tabto assistMemberGuidereinforced1-800DevotedObservedGuide usetimeline tofind previousencounterObserveda warmtransferGuide verifiedcaller waslisted asapproved careteam memberSaw atransportationcallObserveduse ofthe EOCMemberaddresschangeProvideroffice wascalled tohelp MemberGuidelocatedinformationin GuruHelp Deskused tosolve aproblemObserved aGuidedemonstrateempathyCreated andsentProvider listto MemberSaw agrievancefiledSawinformationsent toMember byemailChangedPCP forMember

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