Patient saidmy insurancetold me to tellyou to rebillthis.You hadat leastone cupof coffeeYou droveto worktodayYourbirthday isin 30 daysor lessTook a fullFFCCcollectionpaymentThis is thefirst time I’mhearingabout thisbalance.YouorderedlunchtodayYou answera call withinthe firstringPatientrequestsan itemizedstatement.A patientcalls whiledrivingPatientrefuses toverify theirdate of birth.Patient usesa HealthSavingsAccount(HSA) card.You hear apet or childin thebackgroundYou meetyour dailycall volumegoalYoucompletefive calls in arow with notransfersYousuccessfullyuse ascriptingguidelineSystem freezesright whenyou're about toprocess apayment.Call lastslongerthan 20minutes.Youaccidentally talkover the patientand both of yousay, “Sorry, goahead.”Customer iscallingconfusedabout theirbillCustomercomplainsabout waittimeHad touse thelanguagelineI thought myinsurancewould coverthis.Restartedyourcomputer atleast oncetodayYou waivea no showfee.Patient issurprisedtheir balanceis from overa year ago.You setup a newpaymentplan.Patient saysoffice toldthem therewas nobalance dueSomeoneasks, “Canyou repeatthat?”You had atleast onefull glassof waterMutedmyself byaccidentYou haveto transferthe callPatientsaid Inever gota billCustomersaid“Thankyou”I nevergot abillYou havebeen withCBO morethan 2 yearsCustomercalls thewrongdepartment.Patienthangs upbefore youcan saygoodbye.Customerasks tospeak to asupervisorA patient asksfor “a realperson” eventhough youanswered thephoneYou haveupcomingPTOI alreadypaidthis!You haveno taskstocompleteYou reachedout to Christineregarding acollectionaccountPatient saidmy insurancetold me to tellyou to rebillthis.You hadat leastone cupof coffeeYou droveto worktodayYourbirthday isin 30 daysor lessTook a fullFFCCcollectionpaymentThis is thefirst time I’mhearingabout thisbalance.YouorderedlunchtodayYou answera call withinthe firstringPatientrequestsan itemizedstatement.A patientcalls whiledrivingPatientrefuses toverify theirdate of birth.Patient usesa HealthSavingsAccount(HSA) card.You hear apet or childin thebackgroundYou meetyour dailycall volumegoalYoucompletefive calls in arow with notransfersYousuccessfullyuse ascriptingguidelineSystem freezesright whenyou're about toprocess apayment.Call lastslongerthan 20minutes.Youaccidentally talkover the patientand both of yousay, “Sorry, goahead.”Customer iscallingconfusedabout theirbillCustomercomplainsabout waittimeHad touse thelanguagelineI thought myinsurancewould coverthis.Restartedyourcomputer atleast oncetodayYou waivea no showfee.Patient issurprisedtheir balanceis from overa year ago.You setup a newpaymentplan.Patient saysoffice toldthem therewas nobalance dueSomeoneasks, “Canyou repeatthat?”You had atleast onefull glassof waterMutedmyself byaccidentYou haveto transferthe callPatientsaid Inever gota billCustomersaid“Thankyou”I nevergot abillYou havebeen withCBO morethan 2 yearsCustomercalls thewrongdepartment.Patienthangs upbefore youcan saygoodbye.Customerasks tospeak to asupervisorA patient asksfor “a realperson” eventhough youanswered thephoneYou haveupcomingPTOI alreadypaidthis!You haveno taskstocompleteYou reachedout to Christineregarding acollectionaccount

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