Customerasks tospeak to asupervisorYou reachedout to Christineregarding acollectionaccountPatient saidmy insurancetold me to tellyou to rebillthis.You haveto transferthe callPatientrequestsan itemizedstatement.Youaccidentally talkover the patientand both of yousay, “Sorry, goahead.”Restartedyourcomputer atleast oncetodayYou havebeen withCBO morethan 2 yearsI thought myinsurancewould coverthis.Mutedmyself byaccidentCustomercalls thewrongdepartment.Patient usesa HealthSavingsAccount(HSA) card.Customer iscallingconfusedabout theirbillA patient asksfor “a realperson” eventhough youanswered thephoneI alreadypaidthis!Patientrefuses toverify theirdate of birth.A patientcalls whiledrivingYou droveto worktodayYouorderedlunchtodayPatient issurprisedtheir balanceis from overa year ago.Customersaid“Thankyou”Took a fullFFCCcollectionpaymentYou answera call withinthe firstringYou meetyour dailycall volumegoalSystem freezesright whenyou're about toprocess apayment.Youcompletefive calls in arow with notransfersYou haveupcomingPTOYou had atleast onefull glassof waterHad touse thelanguagelineYou waivea no showfee.I nevergot abillYou setup a newpaymentplan.Patientsaid Inever gota billCall lastslongerthan 20minutes.Customercomplainsabout waittimePatient saysoffice toldthem therewas nobalance dueYousuccessfullyuse ascriptingguidelineYou hear apet or childin thebackgroundYourbirthday isin 30 daysor lessYou haveno taskstocompletePatienthangs upbefore youcan saygoodbye.You hadat leastone cupof coffeeSomeoneasks, “Canyou repeatthat?”This is thefirst time I’mhearingabout thisbalance.Customerasks tospeak to asupervisorYou reachedout to Christineregarding acollectionaccountPatient saidmy insurancetold me to tellyou to rebillthis.You haveto transferthe callPatientrequestsan itemizedstatement.Youaccidentally talkover the patientand both of yousay, “Sorry, goahead.”Restartedyourcomputer atleast oncetodayYou havebeen withCBO morethan 2 yearsI thought myinsurancewould coverthis.Mutedmyself byaccidentCustomercalls thewrongdepartment.Patient usesa HealthSavingsAccount(HSA) card.Customer iscallingconfusedabout theirbillA patient asksfor “a realperson” eventhough youanswered thephoneI alreadypaidthis!Patientrefuses toverify theirdate of birth.A patientcalls whiledrivingYou droveto worktodayYouorderedlunchtodayPatient issurprisedtheir balanceis from overa year ago.Customersaid“Thankyou”Took a fullFFCCcollectionpaymentYou answera call withinthe firstringYou meetyour dailycall volumegoalSystem freezesright whenyou're about toprocess apayment.Youcompletefive calls in arow with notransfersYou haveupcomingPTOYou had atleast onefull glassof waterHad touse thelanguagelineYou waivea no showfee.I nevergot abillYou setup a newpaymentplan.Patientsaid Inever gota billCall lastslongerthan 20minutes.Customercomplainsabout waittimePatient saysoffice toldthem therewas nobalance dueYousuccessfullyuse ascriptingguidelineYou hear apet or childin thebackgroundYourbirthday isin 30 daysor lessYou haveno taskstocompletePatienthangs upbefore youcan saygoodbye.You hadat leastone cupof coffeeSomeoneasks, “Canyou repeatthat?”This is thefirst time I’mhearingabout thisbalance.

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