This is thefirst time I’mhearingabout thisbalance.You answera call withinthe firstringPatientsaid Inever gota billRestartedyourcomputer atleast oncetodaySystem freezesright whenyou're about toprocess apayment.Youaccidentally talkover the patientand both of yousay, “Sorry, goahead.”A patient asksfor “a realperson” eventhough youanswered thephoneI alreadypaidthis!Yousuccessfullyuse ascriptingguidelineYou had atleast onefull glassof waterYou waivea no showfee.Customer iscallingconfusedabout theirbillHad touse thelanguagelineYou droveto worktodayYou setup a newpaymentplan.You havebeen withCBO morethan 2 yearsPatient usesa HealthSavingsAccount(HSA) card.I thought myinsurancewould coverthis.You haveno taskstocompleteYou haveto transferthe callMutedmyself byaccidentYou meetyour dailycall volumegoalYoucompletefive calls in arow with notransfersYourbirthday isin 30 daysor lessCustomersaid“Thankyou”YouorderedlunchtodayCall lastslongerthan 20minutes.Someoneasks, “Canyou repeatthat?”Patient saidmy insurancetold me to tellyou to rebillthis.You hadat leastone cupof coffeeA patientcalls whiledrivingTook a fullFFCCcollectionpaymentYou hear apet or childin thebackgroundYou haveupcomingPTOPatienthangs upbefore youcan saygoodbye.Customercomplainsabout waittimeI nevergot abillYou reachedout to Christineregarding acollectionaccountCustomerasks tospeak to asupervisorCustomercalls thewrongdepartment.Patient saysoffice toldthem therewas nobalance duePatientrefuses toverify theirdate of birth.Patient issurprisedtheir balanceis from overa year ago.Patientrequestsan itemizedstatement.This is thefirst time I’mhearingabout thisbalance.You answera call withinthe firstringPatientsaid Inever gota billRestartedyourcomputer atleast oncetodaySystem freezesright whenyou're about toprocess apayment.Youaccidentally talkover the patientand both of yousay, “Sorry, goahead.”A patient asksfor “a realperson” eventhough youanswered thephoneI alreadypaidthis!Yousuccessfullyuse ascriptingguidelineYou had atleast onefull glassof waterYou waivea no showfee.Customer iscallingconfusedabout theirbillHad touse thelanguagelineYou droveto worktodayYou setup a newpaymentplan.You havebeen withCBO morethan 2 yearsPatient usesa HealthSavingsAccount(HSA) card.I thought myinsurancewould coverthis.You haveno taskstocompleteYou haveto transferthe callMutedmyself byaccidentYou meetyour dailycall volumegoalYoucompletefive calls in arow with notransfersYourbirthday isin 30 daysor lessCustomersaid“Thankyou”YouorderedlunchtodayCall lastslongerthan 20minutes.Someoneasks, “Canyou repeatthat?”Patient saidmy insurancetold me to tellyou to rebillthis.You hadat leastone cupof coffeeA patientcalls whiledrivingTook a fullFFCCcollectionpaymentYou hear apet or childin thebackgroundYou haveupcomingPTOPatienthangs upbefore youcan saygoodbye.Customercomplainsabout waittimeI nevergot abillYou reachedout to Christineregarding acollectionaccountCustomerasks tospeak to asupervisorCustomercalls thewrongdepartment.Patient saysoffice toldthem therewas nobalance duePatientrefuses toverify theirdate of birth.Patient issurprisedtheir balanceis from overa year ago.Patientrequestsan itemizedstatement.

PFS Bingo - 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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
  1. This is the first time I’m hearing about this balance.
  2. You answer a call within the first ring
  3. Patient said I never got a bill
  4. Restarted your computer at least once today
  5. System freezes right when you're about to process a payment.
  6. You accidentally talk over the patient and both of you say, “Sorry, go ahead.”
  7. A patient asks for “a real person” even though you answered the phone
  8. I already paid this!
  9. You successfully use a scripting guideline
  10. You had at least one full glass of water
  11. You waive a no show fee.
  12. Customer is calling confused about their bill
  13. Had to use the language line
  14. You drove to work today
  15. You set up a new payment plan.
  16. You have been with CBO more than 2 years
  17. Patient uses a Health Savings Account (HSA) card.
  18. I thought my insurance would cover this.
  19. You have no tasks to complete
  20. You have to transfer the call
  21. Muted myself by accident
  22. You meet your daily call volume goal
  23. You complete five calls in a row with no transfers
  24. Your birthday is in 30 days or less
  25. Customer said “Thank you”
  26. You ordered lunch today
  27. Call lasts longer than 20 minutes.
  28. Someone asks, “Can you repeat that?”
  29. Patient said my insurance told me to tell you to rebill this.
  30. You had at least one cup of coffee
  31. A patient calls while driving
  32. Took a full FFCC collection payment
  33. You hear a pet or child in the background
  34. You have upcoming PTO
  35. Patient hangs up before you can say goodbye.
  36. Customer complains about wait time
  37. I never got a bill
  38. You reached out to Christine regarding a collection account
  39. Customer asks to speak to a supervisor
  40. Customer calls the wrong department.
  41. Patient says office told them there was no balance due
  42. Patient refuses to verify their date of birth.
  43. Patient is surprised their balance is from over a year ago.
  44. Patient requests an itemized statement.