Patient usesa HealthSavingsAccount(HSA) card.This is thefirst time I’mhearingabout thisbalance.I nevergot abillYou reachedout to Christineregarding acollectionaccountPatientsaid Inever gota billYou waivea no showfee.Mutedmyself byaccidentCustomercomplainsabout waittimeA patientcalls whiledrivingYoucompletefive calls in arow with notransfersYousuccessfullyuse ascriptingguidelineHad touse thelanguagelineYou havebeen withCBO morethan 2 yearsCustomercalls thewrongdepartment.Customer iscallingconfusedabout theirbillYou meetyour dailycall volumegoalYouorderedlunchtodayYou setup a newpaymentplan.I thought myinsurancewould coverthis.Customersaid“Thankyou”System freezesright whenyou're about toprocess apayment.I alreadypaidthis!Customerasks tospeak to asupervisorYourbirthday isin 30 daysor lessYou had atleast onefull glassof waterPatienthangs upbefore youcan saygoodbye.Took a fullFFCCcollectionpaymentRestartedyourcomputer atleast oncetodayYouaccidentally talkover the patientand both of yousay, “Sorry, goahead.”Patientrequestsan itemizedstatement.A patient asksfor “a realperson” eventhough youanswered thephoneCall lastslongerthan 20minutes.You haveno taskstocompleteYou hadat leastone cupof coffeePatient issurprisedtheir balanceis from overa year ago.You haveto transferthe callYou droveto worktodayPatientrefuses toverify theirdate of birth.You haveupcomingPTOSomeoneasks, “Canyou repeatthat?”You hear apet or childin thebackgroundPatient saidmy insurancetold me to tellyou to rebillthis.Patient saysoffice toldthem therewas nobalance dueYou answera call withinthe firstringPatient usesa HealthSavingsAccount(HSA) card.This is thefirst time I’mhearingabout thisbalance.I nevergot abillYou reachedout to Christineregarding acollectionaccountPatientsaid Inever gota billYou waivea no showfee.Mutedmyself byaccidentCustomercomplainsabout waittimeA patientcalls whiledrivingYoucompletefive calls in arow with notransfersYousuccessfullyuse ascriptingguidelineHad touse thelanguagelineYou havebeen withCBO morethan 2 yearsCustomercalls thewrongdepartment.Customer iscallingconfusedabout theirbillYou meetyour dailycall volumegoalYouorderedlunchtodayYou setup a newpaymentplan.I thought myinsurancewould coverthis.Customersaid“Thankyou”System freezesright whenyou're about toprocess apayment.I alreadypaidthis!Customerasks tospeak to asupervisorYourbirthday isin 30 daysor lessYou had atleast onefull glassof waterPatienthangs upbefore youcan saygoodbye.Took a fullFFCCcollectionpaymentRestartedyourcomputer atleast oncetodayYouaccidentally talkover the patientand both of yousay, “Sorry, goahead.”Patientrequestsan itemizedstatement.A patient asksfor “a realperson” eventhough youanswered thephoneCall lastslongerthan 20minutes.You haveno taskstocompleteYou hadat leastone cupof coffeePatient issurprisedtheir balanceis from overa year ago.You haveto transferthe callYou droveto worktodayPatientrefuses toverify theirdate of birth.You haveupcomingPTOSomeoneasks, “Canyou repeatthat?”You hear apet or childin thebackgroundPatient saidmy insurancetold me to tellyou to rebillthis.Patient saysoffice toldthem therewas nobalance dueYou answera call withinthe firstring

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.


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